Blue Ridge Travel

Good Afternoon Revdex.com- We are very sorry for any frustration the customer is feeling I have pulled the call between the customer and agent [redacted] that took place on On 08/12/at 13: [redacted] very clearly states to the customer that she was “sending an add on request” and “we can attempt to add on for Tuesday” At no time did [redacted] state that the customer was scheduled for Tuesday The customer even asked “if it is added, what pieces will be coming out” While we are very sorry this could not be accommodated, we did not mislead the customer Agents are not able to see when an addon request was made and was declined They would not have been able to see the request in the system There is no reason for them to have visibility if it wasn’t accommodated We completely acknowledge the delivery failure on the first attempt, we are willing to offer the customer the compensation of $as a refund, in lieu of a store credit Sincerely, [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Complaint: [redacted] I am rejecting this response because: she is a liar I called her and left her a message to call me and she never did they do not care about the customer they only care about the money they should not be allowed to do business in new york or anywhere they have so many complaints and they do nothing to try to resolve them once they have your money you are on your own if I knew then what I know now I would have never went there I said before come get the furniture refund my money and I would go some where else and I never heard from her Sincerely, [redacted]

Good Afternoon Revdex.com- We are very sorry for the miscommunication on the original order The [redacted] Upholstered headboard is not sold separately We are very sorry if this customer was lead to believe that was available for purchase It is not compatible with a metal bedframe, so it is not available to purchase separately We have already picked up the merchandise in the home We are very sorry that this was such a frustrating experience for this customer Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Morning Revdex.com, [redacted] is an extremely valuable plan when used within its intended guidelines for accidental damage protection and an animal chewing the merchandise is an exclusion to the coverage planThe third party company that manages this plan does not view the act of chewing as an accidental occurrence and sees fit to deny this type of reportWe are not at liberty to overturn the choices of a different company We do expect our sales professionals to provide a general overview of the additional protection plan during the excitement of the sale and we provide a document not only ‘checking off’ what is covered by the plan, but also indicating that there are exclusions to this plan and should the customer seek knowledge of exclusions they are to refer to their full plan documentsWe cannot force a consumer into the act of educating themselves on every exclusion denounced with the protection plan and we do our best to properly prepare them in written word as to what is covered We (Bobs Discount Furniture) have not made any direct agreements or sent any direct denials for this claim to this customerOur records indicate that this customer reported an incident of animal bodily fluid present on their merchandise to us on and we appropriately connected them to the [redacted] company who I believe they are communicating they have had further interaction withAs a consumer myself it sounds like the [redacted] Company has also offered this customer a certain courtesy outside of their terms and conditionsTherefore from reading this posting it is appropriate to determine that [redacted] is working to meet this customer’s demands outside of the plan guidelines they have in place for all customers alike There are many acts of accidental damage (some that include coverage for an animal’s bodily fluid stain) that the plan does cover and we stand behind the plan being a valuable investment for any customer We apologize that this specific act of animal damage is not covered and we further apologize that we are unable to offer recourse for concerns that occur completely outside of our control

Good Afternoon Revdex.com- We are sincerely sorry for the issues that this customer has endured The order is sitting waiting to be scheduled for exchange We can certainly offer to have the new merchandise inspected to prevent further failures We do offer compensation for Bob’s failures with delivery We would not be able to make any offer or confirm any amount until the delivery has been completed We only offer compensation once, so we must wait until the pieces are in the home and the customer is satisfied before making any offer We must be able to look at the entire order history to base a fair offer on Once the reselection has been completed, the customer can reach out for an account reviewSincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Morning Revdex.com, Please pass on our apologies for the frustration that our customer has experienced as a result of our errorsIn most cases our customer is required to sign a sheet when picking up merchandise that discloses that they have inspected all merchandise and agree to accepting the merchandise they are taking with them in the condition its inWe made a very large exception for this individual by offering to deliver the new product at no cost to them and we are very sorry that the rug did not arrive as we had planned it to, it was never our intention to let our customer down again as we were clearly working above policy to correct the original disappointmentWe further apologize for any product concern the customer is now reporting on the table As a furniture retailer and not a manufacturer our ability to deliver the product is first and foremost associated with its availability from the manufacturer and their shipment to our distribution centersWith the operation of an online store as well as over retail locations it is entirely plausible that our stock has depleted since the customer’s order date of Our records indicate that we are working to correct our failures and have a scheduled even exchange of the rug slated for (a Saturday)While I understand the customer’s perception of their order not being viewed as a priority I must convey that their perception is completely inaccurate as we normally do not offer exchanges to be completed on a Saturday or the service of delivery at no cost In response to the customer’s report of the damaged table I have arranged to have an even exchange of this item completedWe do not have any remaining stock of this coffee table to supply the replacement until on or after As this date is a Saturday and these days in particular fill up very fast I have scheduled the customer for so that they can secure that date should they want it for the table exchangeIf the customer does not agree to that date for the table exchange then they are welcome to contact us at Customer Care (###-###-####) or respond to this Revdex.com channel with their preferred date for delivery (after 12.19.2015) Should the customer still be seeking a compensation from us we will discuss what options may be available to them after we have fully rectified the concerns with their sales orderWe look forward to earning our customer’s complete satisfaction on 12.12.2015/and apologize again for the aggravation we have caused our customer to experience overall Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Morning Revdex.com- We are very sorry that this piece did not live up to the customer’s expectations The technician reported to us it appeared that the customer was using the arm rest to pull themselves up, and lower themselves downThis is not the intended use of an arm rest, they are meant to merely rest you arm on while sitting If the customer requires assistance with sitting and standing a lift chair may be the best option In an extreme effort to meet this consumer’s demands for resolution we will make a one time only courtesy offer for resolution (listed below)Should the customer wish to accept this offer they are able to contact any of our stores for reselection Advice the store there is a credit in the system, the store will schedule the new delivery at the same time as the pickup, ensuring the customer will have a piece in the home We would not be able to offer a refund, but this customer can used this credit towards any new merchandise, if they choose to select something different The credit is active now and will be active until 9/5/ Courtesy Offer for Resolution: If the customer would like to reselect to a different chair we will provide a credit (store credit) of 100%This 100% will be based off of the original cost paid for the chair, as well as the goof proof We will waive a new delivery fee as well Kindest Regards, Tracy [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 delivery experience with us Regretfully I am unable to locate any account information that matches this consumer’s complaint within our internal records I have looked under the name, phone number, and address provided here and I am not able to locate an account http://odrcomplaint.Revdex.com.org/ODRWeb/Revdex.com/PublishComplaint.aspx?Compl...⇄ 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 purchase If 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 Sanborn Bobs Discount Furniture Customer Care Corporate Liaison

I am very sorry to hear you have located pests in your homeBob’s takes all precautionary and preventive measures available to us to avoid contamination, we do not sell products infected by pestsThe merchandise that you purchased was a new product that was wrapped from the manufacturerI 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 require a human source to survive and they move around by hitch-hiking on people and their belongingsUnfortunately, 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, Tracy SBobs Discount Furniture Customer Care Corporate Liaison Tell us why here

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 Plus This protection plan has two aspects Through Bob’s this customer is covered for a period of five years 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 The other side of this plan is through a third party company, Guardian Guardian covers the merchandise damage resulting from a single accident 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 We would expect that any customer purchasing a protection plan would make themselves familiar with that plan We do give every customer a GPP handout at time of purchase It does contain both a brief description of coverage and the Guardian web site information in case the customer wants to research furtherBecause so much time has passed, we would not be able to find out from the store if the customer provided their email address or not Even without that being listed, the customer could certainly have gotten more information or asked if they were uncertain of coverage The GPP handout does note that pet bodily fluids are covered by the plan The salesperson did not mislead the customer Pet damage from nails or claws is not covered, it is not listed on the coverage sheet, as it is considered to be preventable damageIf the customer would provide a photos or specifics of the damaged pillow, I will look into seeing if we could offer a onetime courtesy part order The complaint does not specify what part is needed in order for me to research availability Kindest Regards, [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Morning Revdex.com, We are sincerely sorry that this customer is experiencing issues with the merchandise that they purchased from Bob’s I see the purchase was made in February At the time the sale was created the customer was offered the options of purchasing Goof Proof This would have covered the purchase for accidental damages for years This customer did not accept this option The Bobroom set delivered in March came with a one year warranty against manufacturing defects That year warranty expired in The customer reported to us she has moved The damages reported are chips on the merchandise and a crack in the bed This damage is consistent with moving damage The crack in the bed is unrepairable so a courtesy service would not solve the customer’s issue As this merchandise is far outside of the one year warranty and the customer chose not to purchase the Goof Proof accidental plan we have no other options to offer beyond the billable service she was previously offered Kindest Regards, Tracy S [redacted] Bobs Discount Furniture, Corporate Customer Care Liaison Tell us why here

Good Afternoon Revdex.com- The check is being sent directly to the store The store will reach out to the customer to pick up once they have possession We do not know why both checks were returned to us, but we will ensure that the customer receives the refund this week Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

My girlfriend contacted [redacted] and not meI purchased the chairShe did say it was a accident, that my daughter tripped and fell on the chair [redacted] said tripping on the chair is not a accident and said to call BoBs furnitureThe chair is poorly made and is not fixableThe frame of the chair is broken as well as the motorBob's furniture has given me the run-around for about a month nowThe fact is the chair is broken, not fixable, [redacted] said tripping on the chair is not a accidentThe entire process is a scamBob's sells furniture with manufacturer issues that are poorly made and then sells a warranty that does not cover the productI have been scammed out of my moneyI would like a replacement, store credit, or my money backIt's time for Bob's discount furniture to take responsibility for what they are doingComplaintnt: [redacted] I am rejecting this response because: Sincerely, [redacted]

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 mother and I received the [redacted] package containing our refund check yesterday morning shortly before heading out for the dayA signature was required, which we did know and we are glad that we were still home and able to sign for itAt any rate, my mother and I plan on depositing the check into our account today and we hope that there are no further issues and that the funds are actually there Thank you, [redacted]

Good Afternoon Revdex.com- We are very sorry, we certainly mean to cause no offence Offending the customer would never be our intention We do have to agree though that the multiple urine stains could not be from a single incident We are not stating that they did not happen the same day, or even the same hour That does not make it the same single incident There is no way for [redacted] to establish if it occurred in one day or hour or over a period of weeks They can only look and see if it is one spot or several In this case it is several Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Complaint: [redacted] I am rejecting this response because:we did recieve a part yesterday but it was not the part we ordered Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] If bob's will not honor this claim, than the goof/proof year warranty should cover itthe sales people at bob's encouraged the purchase of this warrantyI have a broken couch and will have to purchase a new oneAnother problem is that I also have a matching love seatCan I match a couch to it? The furniture is discountIam only asking for a replacementnot the entire store!

Good Afternoon Revdex.com- We agree to this customer’s request for compensation This is the only compensation we will be able to offer on this order The paperwork has been processed and you should see the refund in your [redacted] account in two billing cycles Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Complaint: [redacted] I am rejecting this response because: They are not mentioning anything about compensating me for those several days that I had to continuously be there because of their furniture aariving damagedI feel that I should be given at least a $gift card because I make way more than that a dayat work, andExcuse of their failure to inspect their furniture prior to shipping it out to a customer it kept arriving broken making me lose my day is a worth of pay from my job to see this type of service from Bob's ? They did pick up the furniture I have not received a refund yet but I feel they need to compensate me because their furniture kept arriving damaged and I had to keep calling out of work to be there for their delivery service and yet to loose a days worth a pay and arrive damaged again Sincerely, [redacted]

Good Afternoon Revdex.com- This issue came to our attention through our corporate office, we have reached out to the customer directly to discuss our offer of resolution The customer has accepted our offer We thank the Revdex.com for bringing this to our attention Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture