Blue Ridge Travel

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and we have worked out a refundI would like to keep the Revdex.com complaint open until I receive the full refund agreed upon Sincerely, [redacted]

Dear Revdex.com, There is no cover up; we called this customer to offer the exchange If on the day of delivery the customer was concerned about the merchandise getting wet, they could have absolutely canceled the delivery and rescheduled That is every customer’s right We do often have customer’s that call when the weather is bad and reschedule We completely understand their position and there is no penalty for exercising that right [redacted] have given us very conflicting requests One will agree to something, like a delivery or pick up and the other calls and changes the request We have no issue at all with either of these customers calling and setting up delivery, we should not be held accountable however for not removing the merchandise from the home, when we are told expressly not to do so, by one of these customers It may benefit them, if they decide on which one of them will be the point of contact, so we are not getting conflicting direction We have agreed to their request for additional compensation and are expecting to complete the process for them on Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com- Due to the intricate nature of this complaint, we have reached out to the customer directly to discuss our offer of resolution The customer is considering our offer and will reply to the Revdex.com mediation service with their decision We thank the Revdex.com for bringing this to our attentionSincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with usRegretfully I am unable to locate any account information that matches this consumer’s complaint within our internal recordsI have looked under the name, phone number, and address provided here and am not able to match it to a sale Can you please ask the consumer to verify the invoice number (order number) associated with their purchase so that I can proceed in assisting on this complaint further? They can locate this order number via the sales receipt provided at the time of purchaseIf the invoice number is unavailable please ask if the customer can provide the original delivery address for this merchandise or any alternate phone numbers that may bring up their account records We ask that the customer responds to us thru this Revdex.com channel so that your efforts in excellent mediation assistance are not wasted Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here

Good Afternoon Revdex.com- We understand the customer is frustrated We are offering to intervene, on this claim We do not have access to anything the customer has sent the delivery depot That is a company completely separate from Bob’s For us to be able to step in and see if any resolution is possible, the customer would need to send us the photos and estimates We do not have access to any of the information the customer references in their response We hope that the customer will reconsider and submit the requested information Sincerely, Tracy S [redacted] Bob’s Discount Furniture

Good Afternoon Revdex.com- We had become aware of this issue through another channel We reached out to the customer with our offer of resolution, which the customer accepted We thank the Revdex.com for bringing this to our attention Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com- We are very sorry for any confusion or miscommunication this customer is experiencing using the warranty for the merchandise purchased from Bob’s I see that this purchase was delivered on and at the time of purchase, the customer purchased the option of Goof Proof Through Bob’s this customer was covered for a period of one year for manufacturing defects Manufacturing defects must either be verified through a Bob’s technician visit and report or through the customer submitting photos which are then reviewed by a staff trained specifically in that area That year ended on 8.20.13, over three years ago This protection plan is through a third party company, [redacted] [redacted] covers the merchandise for accidental damages Accidental damage must be reported within thirty days of occurrence and the customer must be able to provide the necessary details to clearly indicate that this damage occurred through a single accident or incident and not through everyday use, misuse or abuse of the merchandise Please see attached Goof Proof flyer the customer would have been given at time of purchase The customer called in to Bob’s and reported several issues We sent out a technician on as a “Best Effort” This is offered to a customer that no longer is under warranty We offer the customer a courtesy service to see if the tech is able to repair any thing in the home If he is not able to repair then we can ascertain what parts a customer might be able to purchase to bring the set back up to manufacturing standards In this customer’s case the parts are no longer available That does not have any bearing on the reality that the warranty expired over three years ago We would not be able to offer this customer the resolutions they seek The only recourse that we had available was the Best Effort service Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com- We are sincerely sorry that this customer had such a poor experience with Bob’s We look at every delivery failure as a serious issue; the failures that involve children are especially difficult The first delivery the headboard came with a crack This is not an issue we would have known about before delivery as the boxes are not opened in the warehouse before loading We are very sorry that this delivery was never completed and sorry we have lost this customer’s trust The merchandise is being picked up for a complete refund Sincerely, Tracy Sa [redacted] Corporate Liaison Bob’s Discount Furniture

Good Morning ***, I’m so sorry to learn of your disappointment in the resolution offered under your Guardian Protection PlanThe fact that we are partnered with Guardian to offer this type of protection is disclosed at the time of sale via multiple documents that you take home with you after purchase Guardian is a nationwide company who like Bobs, is also a Revdex.com accredited business and we are happy to have them manage this valuable protection plan Our records indicate that you took the ‘Goof Proof’ Cleaning Kit with you from our store location back in This kit includes a bottle of upholstery cleaner that is approved by Guardian for use on the productDid you use up this cleaner already?, if so I’d be happy to ship you out another cleaning kit so that you have something to use for short-term repair while your claim is being directly addressed by Guardian Please let me know via this Revdex.com channel if you’d like an additional cleaning kit sent out to you as our courtesyIf so, please assume I will ship to the address you have provided to the Revdex.com unless otherwise notified by you Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and agree to accept a cash and carry items that can be taken from Bob's Showrooms or pit locations as a free gift of apology Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I think to offer $is an insultI was out $They should not be charging sales tax on the amount $because they took it backIf the couch was mine they could had left t instead taking back and try to sale it in the store pitSo when you do exchange your not suppose to pay sales tax againI'm be frauded here straight upYes the new couch was $moreSo I explained this at the store thatI should pay the sales tax for the difference Not the whole thingThey took my old couch back like an exchangeIf they claiming I have a one time right exchange policyWhy treat like a credit sale and not a credit exchangeThat's one thingThen the goof proof protection if the item was in stock I wouldn't be out of pocket at allSo I should be the one to suffer this because the don't do there job right in the first place a produce low quality furnitureThis is the funny thingMy product is the only leather and most expensive sectional they haveSo supposedly it's the best oneAnd still low qualityThey have to come up more than $There conducting un-ethical business practiceWhen they claim I have to pay the sales tax but then they take my couch backGuess whatThat's an exchangeBecauseIf I paid the sales tax on that itemI own itThey took it backThat's an credit exchange , periodThis a matter the attorney general needs to be aware ofI'm looking for more than $here Or I'm taking this a step further to the attorney general office if they don't resolve this Sincerely, [redacted]

I had raised a complaint against Bob's Discount Furniture on June 22nd regarding my furniture and the business responded to me yesterdayThe resolution was that they are going to give me a store credit for the purchase price of the furnitureThey mentioned that if I select a different material then it would be 60% but if it was the original one it would be 100%I did mention in the resolution that I want the same material and so was expecting the 100% store creditToday morning I got an email from Tracy Sanborn of Bob's Discount furniture that they are issuing me only 60% store credit which is not the resolution that I expectedCould you please look into thisIf possible I would like to re-open the complaintThanks, [redacted]

I called to have my new base delivered and was told I would not be able to receive it until the 22ndI asked why so late and was told that exchanges were only made on Wed thru FriSo, I asked for delivery on Fri the 17thAfter much deliberation I was promised that I would receive my new base on Fri the 17thSo I cancelled my [redacted] and [redacted] appt to wait for my new baseI receive a text to that says I'm scheduled for the 21stAs I told the customer care person I would be out of town on the 21st and would not return until the 28thI would love to be able to sleep in my adjustable bed since it hasn't worked since it was deliveredI was transferred to speak with a Manager named Kebra who told me my delivery was rejected by the routing dept and there wasn't anything anyone could do about itAs was previously stated befor in my complaint I have debilitating [redacted] in both knees and hips, I cancelled my relief appt for the weekend and now I can't even have my new base delivered befor I go on vacationSo who knows when I'm supposed to receive a working bedIM SO DISGUSTED BY THIS COMPANY WITH THEIR LIES AND RUN AROUNDSI HAVE NOT HAD A DECENT SLEEP NOR HAVE I HAD ANY PEACE SINCE THE DELIVERY OF THEIR PRODUCTSI AM CHANGING MY COMPLAINTI NOW WANT A FULL REFUND FOR EVERYTHING I PURCHASED! EVERYTHING! I DONT EVER WANT TO HAVE TO DEAL WITH THIS COMPANY AGAIN WITH THEIR LIES AND DECEIT! I want a FULL refund for the MATTRESS, BASE, PILLOWS,ALL OF THE PROTECTIVE COVERS, SOFA, BOTH RECLINERS, ALL WARANTIES AND TAXESAgain, I am disappointed and disgusted with this company and their service department Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

Good Morning Revdex.com, Please pass on our apologies to our customer for the aggravation we have causedWhile it is procedure for our technician’s to call in using the customer’s phone (so we have the appropriate time to speak with the customer directly while the technician moves onto his next assignment) there is no excuse for the allegations of an extreme language barrier or improper preparedness of the technicianWe thank our customer for escalating these concerns and assure our customer that these are offenses we consider unacceptable We have reviewed the customer’s product concern at an executive level and agree with our customer that the nature of this concern is relatable to the coverage associated with the purchased protection plan The current sectional is not a part of our stocked product line up any longer and for any single claim, the limit of liability under this plan is the replacement of the affected furniture item with a new replacement piece of equal value, excluding taxes per the state law of MA We are happy to offer the customer a reselection credit totaling the price paid for the five (5) sectional pieces originally purchasedPer the customer’s invoice this amount totals to: $2, This option for resolution fulfills the protection plan originally purchased and will allow the customer to visit any Bobs Discount Furniture showroom within the next two (2) months and select another living room set using their associated store creditThe plan will also cover the cost of delivering the new merchandise selected and removing the five (5) sectional pieces currently in the home on the same dateWe fully expect to remove all sectional pieces receiving credit on the same date we deliver the newly selected items Should the customer wish to have this option for resolution processed please ask that they respond to this Revdex.com complaint as ‘Satisfied’ and I will create the necessary paperwork and have our retail location reach out to them with notice of the active store credit Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with usI see that this customer has already spoken with my colleague and it appears the customer has been offered a resolution from Stephanie in order to reach a satisfactory outcome We ask that the customer responds to us thru this Revdex.com channel if there are any other concerns so that your efforts in excellent mediation assistance are not wasted Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry that the team was not able to meet the freight elevator restrictions The team left the area because they had no place to park The team submitted photos to us showing the extremely tight road they were trying to navigate to get to the customer They did not have a place to pull over and park The customer was given a four hour window for delivery as all of our customer’s are given The window this customer was given was 2: to 6: We are not able to schedule our deliveries based solely on every customer’s building restrictions We work very hard to accommodate each request but in the cities, where every building has strict restrictions for deliveries and use of elevator, we are not able to accommodate hour windows The team did make this delivery at 7pm The team was minutes outside of the delivery window given This customer has already spoken to one of our colleagues and agreed to final compensation of $back to their Wells Fargo account, plus an additional compensation for damage and incorrect merchandise of $ We will not be offering any additional compensation based on the delivery occurring minutes after the delivery window Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me provided they follow through on their commitment Sincerely, [redacted]

Good Afternoon Revdex.com- While we can certainly sympathize that this was a difficult situation for the customer due to the extenuating circumstances in the customer’s life, we can not make that part of the decision on what is offered We would not offer more compensation to someone who is pregnant versus a woman who is childless That is unfair and unprofessional We base the offer on our error or failure only The failure on Bob’s part was in not clearly communicating the mattress was included in the credit For that failure, the $store credit is appropriate That remains our offer Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Morning Revdex.com, Please pass on our apologies to our customer for any confusion that may be present regarding the mattress/spring concernOur recordings/ records provide evidence that the customer informed us that they (themselves) caused this spring damage to their mattress during a moveThis mattress was also not delivered by our company; it was picked up and handled directly by the customer after purchase Our service technician reported no defects within this mattress upon inspection and as a courtesy the damage the customer told us they committed was serviced while we were in the home at no chargeNo further recourse was offered under the warranty coverage as the nature of the concern did not stem from a defectWe do not commonly service customer cause damages and we apologize that the customer remains unhappy with our technician’s workmanship as we did the best we could to make the mattress a usable sleep surface again At this time we are still unable to offer a full replacement of the mattress due to the facts listed aboveAs another extreme courtesy we can offer to provide the customer with a Bobs Discount Furniture Gift Card in the amount of 50% of the original cost paid towards the mattressWe make this offer as a one time courtesy because the customer is unhappy with our technician’s workmanshipRegretfully the warranty coverage does not apply to this circumstance as the spring was not popped due to a defect in workmanship Should the customer wish to accept our offer for the courtesy gift card (so that we can assist to the best of our ability in getting the customer another mattress) I have listed the outline below for their reviewPlease instruct the customer to respond to us thru this Revdex.com channel if they find this offer satisfactory and we will have the gift card mailed to the address we last serviced the mattress at Original Invoice shows mattress price as $ 50% of $= $ Bobs Discount Furniture Gift Card for $(if accepted) can be mailed to: [redacted] / [redacted] / [redacted] Sincerely, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me My complaint against Bob's Furniture has been resolved, although it wasn't exactly what I hoped for in getting a refundI was told that they do not offer refundsInstead I was issued a store creditThank you for your help in this matter [redacted] CT Sincerely, [redacted] ***