Blue Ridge Travel

Complaint: [redacted] I am rejecting this response because:the offer of compensation was for a gift card to the store for $we no longer wish to purchase items from this business and did not accept the gift card I would accept a check for compensation for that same amount I feel that due to to the lack of responsibility taken by the company and feel the safety of my children is worth $and the problem has gone awayThis goes much deeper than a $gift card and shows that bobs can continue to ignore the safety of its customers and the poorly built products placed in the homes of their customers I will continue to file complaints until it has been proven that bobs has changed its ways of conducting business They can start with cutting a $which is more about principal at this point rather than do a quick fix to make the situation go away 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 However, I am still waiting for the check and don't know how long will it take 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 I am still waiting for my refund from Bob'sOnce I receive it, I will notify you Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:i was told to go to bobs and pick out $worth of new furnitureI went to Warwick RI bobsThe mananger Brian told mei had to return the pieces affected and could not take furnitureMind uou,this was after minutes of me and my girlfriend looking around and being assured we did not need to return anything and could pick out what we liked.At this point, I am extremely dissa 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 [redacted] I tried responding via the Revdex.com, but for some reason it would not allow me to do so I am in receipt of your response, and I thank you for your time Although I now know the full policies and procedures; I feel that with my poor treatment from the technician, customer service, and Guardian, that this was my only option to voice my true concerns about the situation With that said, I am also a very reasonable man and accept your gift card offer of $so I can acquire a new table and chairs for my family I understand that this offer was more than what was required by you and Bob's, and I do appreciate your time and effort looking into this Consumers like myself have very few channels available to us when situations like this come up; my personal opinion is that this was not your typical "out of the box" type of issue, thus needed greater attention Anyway, thank you for your time and I appreciate the offer That can be mail directly to me at [redacted] Once it is received, I will consider this complaint resolved Please feel free to share this communication with the Revdex.com, as I was not able to use that channel in the correspondence Again, thank you Sincerely, [redacted]

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 *** The [redacted] flyer given out at time of purchase shows the damages that are covered This warranty 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 warranty 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 We sent our technician to the home on October 22, He determined that the damage to the drawers was not manufacturing He submitted photos showing that the drawers had been overfilled, causing the drawers to tear off the tracks This is neither an accident nor is it a manufacturing defect If the customer would like to purchase new drawers and tracks we can assist with the purchase Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Complaint: [redacted] I am rejecting this response because: But I would like to interject as to the statement made by MsTracey S [redacted] I will agree that two techs came to my house on two different occasions but the two occasions they came they failed to fix my bed properlyI was assured on the second visit, that the tech would change out the current ones and use stronger and ticker board as the ones currently on the bed is constantly bending that’s is the reason why I had to call them back months later to fix same I now have bed with fifteen slabs holding up my railing under my bed so that the slags don’t break or bend I think that unacceptable for a bed When my bed came with about originally and now there are under my bed Why, now are they placing additional to support my bed? And as I expressed I am now unable to swept my under my bed properly due to the amount of braces that are there now All I want is for them to fix my bed properly I believe the main reason why they don’t want to - is they claim that this bed doesn’t come with ticker and wider slab so they don’t want the additional expense to get replacement “Just my opinion” Respectful yours, A very irritate customer [redacted] ***

Complaint: [redacted] I am rejecting this response because: Bob’s Discount Furniture did not address my refund complaint nor apologized for their mistake I was picking up my furniture and not having it delivered to my home, and my major complaint was that it took from Sept 11, to now to get my refund back to my credit card, which is over THREE WEEKS when I called numerous of times to Bob’s Discount Furniture in [redacted] DE and contacting the Revdex.com 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 Sincerely, [redacted] The Name On the account is [redacted] the delivery address is [redacted] ***the email address is [redacted] phome number [redacted]

Complaint: [redacted] I am rejecting this response because: the assessment by the technician is falseI did not overstuffed my drawers with clothes causing the bottoms to fall outIf that was the case why is it that I've had to call several times to have the bottoms repaired on both the chest and the dresserThe floors in my bedroom are even and the chest and dresser are on opposite sides of the roomI am still requesting replacement or a store credit Sincerely, [redacted]

Good Afternoon Revdex.com- We are very sorry that this customer is feeling frustrated over Connecticut tax law This is not something that Bob’s or any other retailor can over-ride Any return or exchange of merchandise in the State of Connecticut, purchased greater then days prior is subject to this law We as a retailor can not offer to refund or adjust due to this law The customer did have an exchange done in July/ August of that was subject to the same law Due to this being a Connecticut State law we are not able to offer recourse on this concern Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com- We are very sorry for any frustration that we have caused [redacted] was told by this customer’s son, who was receiving the merchandise that he was willing to accept the delivery team coming outside of the scheduled delivery window The team was only about minutes outside of this window and the customer did accept the offer of final compensation for this delivery issue We are not able to offer any additional compensation Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Morning Revdex.com, Please pass on our sincerest apologies to the customer for any inconveniences they have experienced with their productAs the customer has selected to use your mediation services and their account is certainly complex I have provided a breakdown of what our records currently indicate (below) to startI am unable to reasonably determine how the item hasn’t been able to be used for two years as a failure from our business and I am unable to locate anywhere near deliveries of the new sectional I see the initial date of delivery for the first sectional and recliner to be The first concern was reported on (nearly a year after the delivery) and serviced on The main concern at that time was with (1) of the (5) items delivered to the customer; a cracked footrest on an arm less recliner to be specific The same day of that one and only service call we determined the defective item was no longer available for sale so the customer was offered a re selection credit, not only on the entire sectional but also on the matching power recliner chair that had no concerns and had been in the home and in use for nearly a year During the re-selection the customer elected to select an item and have it special ordered in a special color (this means not a stock item that is readily available to deliver)The wait time on this special order color looks to be around weeks (months) as it comes from and overseas vendor and is literally built just for this one customer from start to finish Please note the original merchandise remained in the home during this wait time and I assume continued to be used The initial delivery date of this new special order sectional was and it was at that time that the customer relayed to us that the order hadn’t come as they anticipatedI cannot and will not pretend to know what transpired at the time of sale in February of however the customer asserted to us that the sales person was instructed to write up (2) arm less power recliners and wrote on their order for (2) arm less chairs –non reclining units On the account shows an arrangement to have only (1) arm less chair switched for (1) arm less power reclinerIn all reality if the customer was charged for the special order sectional to have arm less chairs – non reclining units and then wanted the sectional to actually have reclining units instead there is an obvious retail up charge associated with the difference in the productBased off the information the customer has communicated and the account history it is my personal belief that the customer fought the up-charge and our store, in trying to meet their demand, granted them a full coverage re selection on (1) of the (2) arm less chairs Please keep in mind this is still a special order color so the merchandise (Arm less Power Recliner) needed to be built from start to finish and shipped to the customer on an overseas container againThe customer accepted the special order sectional as delivered on and again had use of furniture while the replacement special order item was on order from the manufacturer The next delivery date I located reflects and on this day our records show that the customer communicated they were expecting (2) new chairs and not just (1)We certainly take responsibility for the customer care agent speaking with this customer not communicating the appropriate information as it appears that our customer care agent neglected to review the paperwork and explain to the customer that we had only ever ordered them (1) replacement chair – not (2) The next delivery attempt (Attempt #on the new sofa) was incorrectly scheduled for 12.02.2015; again this is certainly our error for several reasons including the fact that it clearly takes around weeks to get this color from the vendor (note the previous two attempts)Due to the lack of attention we provided this call on the delivery attempt on failed our customer Currently the account shows that we have (1) special order color arm less power recliner on request from the manufacturer for this customer and regretfully yes there is a wait time associated with this item as there was with the other items specially ordered by the customerAs the retailer in this scenario we have no control over this wait time and apologize that it existsThe account reflects that the customer hasn’t had to pay any additional fees for the upgrade in merchandise and that in it self can and should be considered as compensation from our businessThe customer is essentially getting more than what they actually paid for at this time We do understand our customer’s frustrations and we apologize for the original miscommunication of arm less chair vsarm less recliner spiraling into more inconvenience due our agent’s negligence and do take responsibility for these concerns however as a business we currently have the appropriate resolution in place for this customer Kindest Regards, Stephanie [redacted] G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com, Our Customer Care Offices have been researching this [redacted] Claim with [redacted] on the customer’s behalf and as of today (10.21.2015) we contacted the customer and left messages on ###-###-#### and phone number ###-###-#### As the customer’s claim for damage is being handled by the [redacted] company the customer will want to contact the [redacted] company to complete the processing of this claim As of today (10.21.2015) [redacted] is seeking that the customer call them back by to accept one of the options they have in place for resolutionThey currently have two different options available to disclose to the customer We do apologize for any frustration this claim’s process has caused our customer to experience however at this time the protection plan sold has not failed our customer Please advise the customer to make direct contact with [redacted] by so their claim can be completed and resolution processed Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Morning Revdex.com- We are very sorry that this customer is not satisfied with the purchase that they made on our web site There is no record that the customer was interested in purchasing the insurance, when web orders are placed on line, they are assigned to a store to create in our system, they store then calls the customer, goes over the order and schedules it The customer had every opportunity to add the insurance any time before the delivery Our contract with Guardian is very clearly written that customer can add the Good Proof insurance up until the day of delivery Guardian does not allow for insurance to be added after the customer has accepted the delivery The notes in the account clearly state that we have offered this customer recourse on several occasions On 12/29/we sent a technician out to the home to see the damage to the table, there was no mention prior to the visit or during the visit that there were any other issues On 12/30/we spoke to the customer and we set her up for an exchange on the tables The customer did not schedule the exchange and it still remains open and unscheduled On 1/15/a Customer Service Lead offered the customer several options, to exchange the tables or to select a different set, the customer refused, the lead even offered to refund on the tables that were delivered damaged, the customer refused, they didn’t want to bring back to a store or wait at home for a team to pickup There was no mention of any issues with the other pieces The set was delivered to the home on 12/15/ The pillow missing from the delivery was delivered to the customer’s home via Fed Ex on 1/15/ 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 our Customer Care Offices at ###-###-#### (Mon- Sat -6:30am – 8:00pm/ Sun 10:30am – 7:00pm) to accept this offer and have it fully processed As this is a one time courtesy- It should be expected that for any future occurrences of concern, on any other sales order, this individual consumer is agreeing to adhere to the terms and conditions of their warranty coverage and the determinations of Bobs Discount Furniture’s Service ProfessionalsOur Service Policy is fully disclosed on the customer’s sales invoice and provided at the time of sale Courtesy Offer for Resolution: If the customer would like to reselect to a different set we will provide a credit (store credit) of 100%This 100% will be based off of the original cost paid for the sofa, loveseat and three pack table group We will waive the cost of the new deliveryWe will expect to remove the current sofa, loveseat and three pack table group the customer has in the home before or on the same day the newly selected items are deliveredWe can cover the cost of removing and disposing of the current living room set We will not be able to extend an offer to return the set for a refund, as this set has no record of having any manufacturing defect We would strongly urge the customer to go to the store and view the product in person to ensure the next set is more to their taste At that time they can also discuss the option of adding the [redacted] to the new merchandise Kindest Regards, Tracy S [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 usI see that this customer has already spoken with my colleague and it appears the customer will be working closely with Sue to rectify the situation and reach a satisfactory outcome Sue has offered compensation which seems to have been accepted 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 Tell us why here

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery 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, email and address provided here and cannot match this to an account 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 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 made in July and at that time the customer purchased the option of [redacted] This warranty 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 warranty is through a third party company, [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 misuse or abuse of the merchandise This customer reported to [redacted] that they saw the damage, had no idea when the damage occurred or how the damage occurred This report does not fulfill the qualifications for [redacted] It does not show when it happened It does not provide the details necessary to show that it was caused through a single accident We can not force a company, completely separate from Bob’s to accept a claim that does not meet their policy guidelines Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Complaint: [redacted] I am rejecting this response because: As they said for years I have not had an "accident"The one time I do I ask for assistance from a plan I paid for and have been rejectedAs I said I will never shop at Bobs Furniture again nor will I recommend anyone to or purchase this additional planI will be sure to notify others also Sincerely, [redacted]

Good Morning Revdex.com, I am uncertain as to whom the customer is referring to in their response as “you guys” As the Revdex.com discloses during the filing of any claim, the Revdex.com offers a valuable mediation channel for both a business and a consumer alike Since our first response to this claim we have clearly outlined what we are doing to resolve this customer’s concern (beyond the policy this consumer fully agreed to at the time of sale) Our last response contained an upgraded offer that again placed the customer’s needs before those of our businessWe continue to maintain that the resolution offers we have in place are fairly weighed out in the customer’s favor As indicated previously: In a final attempt to appease: We will upgrade our reselection offer to validate a Bobs Discount Furniture Store Credit that reflects 100% the cost paid for the current sofa and loveseat in the homeWe will also to cover the cost of delivering the new merchandise the customer selects and provide a Bobs Discount Furniture Store Credit for the amount they paid us for the Goof Proof Plus program At this time this is a generous offer from a retailer seeking to truly solve our customers concern via the life-force of your mediation channelWe are doing more than what is required of us as the retailer and again stand behind the fact that we have put forth fair and adequate offers for resolution that consider our customer’s needs above that of our business We do hope the customer can see the value in our upgraded offer and of course if they would prefer to move forward with the rescheduling of the newly selected loveseat we are happy to honor that request instead Sincerely, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison