Blue Ridge Travel

Complaint: [redacted] I am rejecting this response because: Though I accept your sincere apology, and I understood the issue with regards to the "cracked wood" during the first delivery attemptI do not accpet the issues which occured during the second delivery attempt, yes they delievry person/s showed up with the new replacement piece, however they were then unable to complete the set up becasue they stated "they have no hardware to set up the bunkbed."Immediately following this information from the delieveryman, I spoke with the representative Christina that Tuesday morning and was informed the hardware would be delievered later that Tuesday morning/aftrenoon, I waited to ensure someone would be in the homeNot only did not one shbut no one returned a call to say no one was comingMy Fiance had to call to ask for a status update, at which point she spoke with Christina to then be informed " the hardware had to be ordered and would need to be delievered and setup for another delivery appointment." Yet no one called to inform me at anytime prior to the Phone call my Fiance had with Christina.At which point we were beyond going any further with this nighmareChristina, was very understanding, however no immediate remedy was provided expect for my us asking for the unassembled bunk bed to be picked up from our home and asking and recieving a refund off all sums paidWe are now in possesion of a Bob's Credit Card for $and no bed for our kids, and no solution except what, go to another Furniture store and take out another credit for finance? or do we go to a different Bob's location and cross our fingers and hope for a better outcome?It's upsetting becasue we are now very leery of delievry service when it comes to Bob, and now awaiting a time we are free from our jobs to go to Wellsfargo to ensure that we can cancel the creditcard without any affect to our credit, then we are also still in need of a bunkbed and also do not want to have to open another line of credit, we are put in a very disconcerting position, while our children wait in a very uncomfortable positionSincerely, [redacted]

Good Morning Mr [redacted] ,Thank you for choosing Bob's Discount FurnitureI apologize if the furniture and goof proof plan have failed to meet your expectations.I have researched your account and understand that you spoke with customer care on May 8, regarding the concerns expressed in your Revdex.com complaintYou indicate that the sofa was delivered however, our records indicate that you picked it up, transported and moved it into your home on March 19, Furthermore you state that the sofa frame has been broken since March however, the first note on your account regarding your concern with the sofa frame was May Based on the amount of time that has lapsed since the date of pick up and your initial report, it is unclear how the damage would have occurredAs for the goof proof plan, frame damage may be covered if there is a "covered accidental occurrence" and the claim is properly reported Pet damage resulting from the teeth, beak or claws is not covered.Bob's Discount Furniture prides itself on being honest and upfront with the products and services we offer; I apologize if you believe that any portion of your sale was misrepresentedCustomer satisfaction is our ultimate goal and we vow to stand behind the merchandise we sellIn an effort to restore your faith in our company and the sofa you purchased, I will be happy to schedule one of our technicians to visit your home, assess the damage to the sofa frame and provide best effort repair, if possible I have processed the necessary paperwork for this appointment and ask that you contact our customer care department to schedule the visitDepending upon the location of the claw marks you may be able to purchase replacement toss pillows or seat casingsBob's Discount Furniture nor Guardian goof proof covers that specific pet damage, free of chargeWhen contacting customer care, please reference [redacted] .Your business is appreciated and we hope that you find our offer(s) for recourse acceptable.Thank you, [redacted] **

Good Afternoon Revdex.com, Please pass on our sincerest apologies to the customer for the concern they have existingThe customer signed an agreement with an entirely separate company from Bobs Discount Furniture – the agreement that the customer is referring to signifies that it belongs to the [redacted] – not Bobs Discount Furniture I can confidently state that this type of agreement is commonly reviewed with an [redacted] Representative and signed with an employee from that company directlyWe do not train our sales professionals or customer care agents on the inner workings, terms, or conditions of this contract as it is a document that our company is not authorized to manage, update, or change in any way Our records show that the furniture purchased was delivered and while damages were reported; we have not received photos to reflect this damage We would need to review photos for damages to offer further recourse We have compensated the customer two times already This is outside of Bob’s policy as we normally offer compensation only once This customer was compensated the delivery fee off of the contract by the store manager due to the miscommunication for the back order, this was $ We also gave the customer $in store credit which can easily be used for small carry out items in any store We have a variety of lamps, statues, flowers and wall hangings that can be purchased and taken the same day We are unable to approve a return of this merchandise or arrange for a refund of monies that the customer has been paying to the [redacted] Company directly Kindest Regards, Tracy *S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are sincerely sorry We were able to review the pictures the customer submitted on the rails We do not agree with the denial We believe that the damage was the result of a manufacturing concern We have set up the bed for a reselection Unfortunately, the vendor is no longer offering this set, so we are not able to replace it with the same merchandise The reselection credit is in the system now and will be active until March 1, 2018, at which time it will expire The reselection is for the bed only, the customer can go back to the store and chose new merchandise, the store will schedule the new delivery with the pickup of the [redacted] bed at the same time There will be no new delivery fee charged for this The offer would fulfill the Goof Proof on the bed onlyIf the customer has any questions they can reach out to customer care or the store for more information Reselection credit # [redacted] Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Dear Revdex.com, We sincerely apologize for the issues this customer has endured trying to have this issue resolved We do see that we had a technician to the home This service was reported as manufacturing defects The replacement parts have been ordered and will be shipped directly to the customer The technician report from both visits will be investigated to be sure there is consistency from the technicians We apologize that the customer had to go through services to have this addressed Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Complaint: [redacted] I am rejecting this response because: I need to know what 80% amounts tooEspecially once you add the delivery feeAgain, if I went with your good proof plan to protect against these types of issuesThe salesman never said in a few years your bonded leather will peelIn fact, what sold me was that he told me how durable this material was especially having young children I appreciate your response however I still was mislead Sincerely, [redacted]

Good Morning Revdex.com, Please pass on our sincerest apologies for the inconvenience the delivery experience caused our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after the completion of their delivery Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from usWhile it is not procedure to so we do recognize that we have failed our customer and we are willing to make an exception in this case to work above our compensation guidelines and policies We will honor the customer’s request for a refund of the delivery fee ($39.99) as a final form of our apologyPlease advise the customer that all paperwork needed for this transaction has been entered from our end and action is required from the customer at this time I have listed the steps below for the customer to follow in order to get the initial processing of this refund completedWe highly suggest the customer complete these steps as soon as possible so that the refund process is expedited quickly on their behalf o Anytime after 10am and before 9pm Dial ###-###-#### o Press the number one (1) on your phone’s keypad when you hear Bob’s voice o When the office person picks up explain that you are calling to get a refund processed to your credit card and provide them this order number: [redacted] o At that point they will take the credit card information from you and complete the processing In most cases any remaining questions regarding refund processing time can be answered by reviewing the policies listed on your sales receipt Kindest Regards, Tracy [redacted] S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

Good Morning Revdex.com- We sincerely apologize to this customer When one link in the chain does not perform their assigned function the machine comes to a complete stop We do absolutely agree with this customer that the team did not perform the job function with which they were entrusted We have reached out to their depot to both ensure that we have a different team for delivery on 4/9/and that the team is aware that the home is a little more difficult to find The team will be calling this customer to advise when they are in the area, so that this customer may guide them to the home We can certainly understand why the customer feels they are entitled to compensation for this failure Due to the issue being delivery failure, I would like to offer to refund this customer the delivery fee that was charged on this sale We can refund that once delivery has been completed on 4/9/and the customer is happy with everything in the home, no outstanding issues As we only offer compensation one time once delivery has been successfully completed, this will be the final compensation If this customer accepts this offer of compensation they need to call in to customer care after delivery has been completed and advice if they would like the refund on the [redacted] card or as a corporate check, if [redacted] is the chosen option, please have [redacted] card available as we do not keep credit card numbers on file Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com, Please pass on our sincerest apologies for any type of confusion present during the time of this saleWe will certainly address the allegation made directly with our sales associate and this retail locationThe policy and procedures page (commonly signed by the consumer before the close of the sale) outlines that we do not offer a refund on orders once they are delivered or picked up As our customer asserts that the merchandise was being returned due to it not fitting into the space properly we are happy to offer the customer a store credit for the price paid on the sofa/chaise kit so that they can visit one of our showrooms and re-select to a different item that will suit their needs better In addition to this offer we will further apologize to our customer by proposing to cover the cost associated with delivering the new selected item and removing/disposing of the current item they have on the same date Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Morning [redacted] , I am very sorry to hear you have located pests in your product Bob’s takes all precautionary and preventive measures available to us to avoid contamination, we do not sell products infected by pests The bedding that you purchased was a new product that was wrapped from the manufacturer, if the delivery team unwrapped it prior to it being brought in your home it was most likely done within moments of the item entering your residence for ease of deliveryI can imagine that this ordeal has not been easy on you, but the facts are that the source of bed bugs are from somewhere other than new furnishingsThese pests commonly require a human source to survive and they move around by hitch-hiking on people and their belongings Unfortunately, bed bugs have become widespread throughout the United States over the past several years due to both a combination of global travel and the absence of effective chemical treatments to deal with themPlease be aware that the presence of bedbugs does not reflect on the cleanliness or otherwise of their environment – they can survive and thrive wherever people reside, and they are most active at night when they feed We regret that you experienced this problem, but we are unable to respond to issues when the cause is beyond our control Kindest Regards, Stephanie G Bobs Discount Furniture Customer Care Corporate Liaison

Good Day Revdex.com, The depot has advised us that they have been in contact with this customer and the customer has submitted an estimate which has been accepted by both parties and the authorization has been given for the check to be cut and mailed Per the depot this agreement was reached on 6/2/ Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Ms [redacted] ,You have the queen size Bob-o-pedic [redacted] bedding; the "package" price for the set is $799, which you paidIf you were to purchase the mattress and/or foundation separately you will be charged the "retail (individual price)"; the mattress would then be $and the foundation would be $You will only be credited for the amount you paid

Good Afternoon Revdex.com- We are very sorry [redacted] calls are recorded, just as Bob’s calls are The person that called [redacted] reported that there was no accident They did not report someone fell into itFRAME DAMAlooks like the metal frame is off track, no accident happen to cause this to happen just noticed this weeks ago , that someone sat on it and that then they tried to but it back on track and they don’t know how customer states that they got it propped up by a wall MECHANISM DAMAGE- the Recliner that the mechanism the power doesn’t work anymore at all no accident happen to cause this that it just stopped offered hours customer stated no it just stopped working It is obvious from the pictures that this was not damage done by someone tripping and falling on the chair We are very sorry, the warranty covers damage that was the result of a single accident through [redacted] and any manufacturing defects through Bob’s Wear on the piece from everyday use is not covered This is similar to auto insurance, if you get into an accident; you report it to the insurance company If you need new tires or wiper blades because they have worn out, it is still damage, but it is from use, from wear and it is not covered under any warranty Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Morning Revdex.com, Our records show that this original chair ‘Power lift chair’ was delivered to the customer with no concerns on 11/06/2015, on that same day the customer’s daughter called us and indicated that her mother did not like the chair because it was uncomfortable for her At that point we made an exception to our return policy for the customer by agreeing to take back a chair that was selected by the customer and delivered with no defectsPlease know that our business cannot re sell this chair as new product and took a massive loss to initially accommodate this individual’s preference concerns On the account indicates that we delivered the newly selected recliner chosen by the customer with (again) no defect concerns Should the customer wish to disclose what the concern with “poor quality” is on the second chair we are happy to and confident that we can resolve any product failure within the guidelines of our ‘Service Policy’ as outlined on the customer’s sales receiptFurthermore as listed on the sales receipt that all customers commonly sign at the time of purchase our refund policy has been properly adhered to in reference to this claim: As stated: You may request a full refund on orders for stocked merchandise at any time up until the time we deliver the merchandise to you or until you pick it up As an extreme courtesy we are willing to make another exception for this customer and refund the difference in the price between the first and second purchasesThis refund totals to: $and has been set up within the customer’s accountAt this time the customer only needs to contact their retail location (###-###-####- PRESS #on the telephone keypad when you hear Bob’s voice) and provide this refund credit # to have their credit card inputted and the processing of the refund completed We are happy to adequately resolve any product concerns that may be present with the second chair as soon as the customer communicates to us what those concerns actually areWe have made several exceptions already in an extreme effort to meet this individual’s demands and apologize that we are unable to offer a refund on the newly delivered merchandise Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com, Outside of this Revdex.com complaint and prior to our offices receiving notice of this concern via Revdex.com we have made direct contact with this customer several times and processed a complete compensation offer to rectify the mistake we take ownership for At this time we consider this concerns closed as resolved Kindest Regards, Stephanie aG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Complaint: [redacted] I am rejecting this response because: Dear Revdex.com I am still going to reject Bob's response, however I will be spreading the word via social media and yelp, not to purchase the insurance since they really don't cover much, how dare the say they fixed something back in (which they had a typo) that would of been covered under the insurance I stress I purchased bob's [redacted] plus insurance for another years to be covered Maybe, Bob's need to train the sales people more on the insurance before they convince their customer of lies I do not really blame [redacted] it was the sales person who said best even if it gets scratched your covered, that is where the problem is Sincerely, Debra G [redacted]

Complaint: [redacted] I am rejecting this response because: I am not closing my complaint They were wrong and gave us incorrect information all the way through the process My son specifically advised [redacted] that he would be charged $per hour outside of 2:00-4:window that was provided [redacted] indicated that compensation would be provided The amount that was given was not "accepted" There was no getting past it with the employee I was speaking to and I told her so and that there was no sense in continuing the conversation because we were both just repeating ourselves Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Dear Revdex.com, This response is unacceptable and very disappointingI did make a phone call to Bob's ( [redacted] where I purchased the furniture) as I mentioned earlier and was guided by their customer rep to call [redacted] .This is an error on the part of the customer rep working for Bob's and training them for the future does not help me or my situationI am still stuck with a broken piece of furniture costing me a lot of $$.Bob's says they are unable to force another company to help us outHowever, Bob's was the one who sold us [redacted] 's policy and promised us that accidental damages would be coveredSo how is my case different from any other person who has had an accident breaking their furniture?I have reported the damage well within the time frame (days after it happened) and the accident has occurred within the year warranty that I was promised.Kindly please try to understand my situation and help me outI am not asking for any coverage that is out of the warranty.Kindest Regards, [redacted] Sincerely, [redacted] ***

Good Afternoon Ms [redacted] ,I attempted to call you as requested, but received your voicemail and left a messageI apologize for the multiple delivery attempts of your furnitureOur records indicate that we have since successfully delivered your furniture As a result of the inconveniences, I will be happy to refund $of the $delivery fee.Please contact me at your convenience.Thank you, [redacted] *

Good Afternoon Revdex.com- Thank you for sending these photos through to me as requestedWhile I understand your frustrations and acknowledge that you sincerely feel we failed you, your sales experiences remains an alleged account of what occurred over a year ago and any resolutions Bobs Discount Furniture offer will be from a place of fairness and care considering all facts of your case We apologize for any confusion with the [redacted] Protection Plan this customer purchased We have reviewed the Terms and Conditions customers are sent when purchasing [redacted] *** Please note the following- • Repairs necessitated by intentional physical damage, acts of nature, fire, burglary, theft, vandalism, collision, spilled liquids (unless specifically stated), corrosion, animal and insect infestation (including pet damage of any kind other than pet bodily fluids that may be covered or specifically stated under the Plan),misuse, neglect, mishandling and abuse Also applying specifically to this customer is – f) Leather Service Only – Stains caused by any food or beverage normally consumed by humans, human or pet bodily fluids, grass, grease, ballpoint pen ink, cosmetics, lipstick and crayonMold or mildew stains caused by food or beverage spillsDamage from rips, cuts, burns and punctures of no more than 3” in length from a single relatable occurrenceService only is limited to professional cleaning services This was denied by [redacted] under the terms and conditions of the policy This tear is obviously more then 3” long, it does not appear to be from a single incident, and is pet damage not caused by bodily fluids It does follow that they would not cover this damage As this customer is unhappy with the terms of the [redacted] Protection Plan we will offer to refund the money paid for the Goof Proof If this customer chooses to cancel the policy, the merchandise will no longer be under warranty If this customer accepts this offer please reply as such through the Revdex.com mediation service and we will process the refund Please state if you would prefer the refund processed as a Corporate Check or would like the refund processed to original method of payment, Visa *** Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison