Blue Ridge Travel

Complaint: [redacted] I am rejecting this response because: ottoman was not delivered on 3/19/ Sincerely, [redacted]

Good Afternoon Revdex.com- We are sincerely sorry that the customer experienced damaged merchandise and was disappointed in the level of customer service they received We see that the customer was scheduled for an exchange The agent that assisted the customer did request an add-on for an earlier exchange As this was the days prior to a major holiday, our routing department was not able to find any truck in the area that had both the physical space on the truck and the time available on the route Teams are not permitted by law to be on the road more than hours We are very sorry that customer felt that they could not use the table that was in the home It does appear the damage to the pedestal base was cosmetic in nature, the finish on the base cracking and peelingThe piece was delivered in OctoberWe do offer compensation based on our failures The customer can call in and request an account review for compensation Compensation is offered as a Bob’s store credit only We are very sorry that the customer now feels the pieces are of poor quality Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

we are disappointed to hear that the dollar is more important to this company than the safety of its customersBobs still hasn’t informed me on how they are going to ensure the safety of future customers and the products they sellThis will not go away with an email stating a gift card was issued in lieu of complaints of child safetyI have asked for a monetary refund of the same amount as the gift cardBobs management team has lacked organization and empathy for its customers and this will not go away quietlyI’m asking to not have reimbursement to return to a store which doesn’t provide evidence to ensure the safety of its customer Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Joe in Loss prevention told the investigator of SCPD that Bob's and the Contractor would split the cost to replace said item.Now, that I received this conflicting information from Corporate and Loss prevention I believe its a coverup The items were not left in the dresser as I said I took EVERYTHING OFF AND OUT of the dresser and onto the bed It is feasible that the delivery men tossed the headset in the bag and into the dresser.It was exactly weeks since I filed a complaint Even if it had been a month it makes no difference Items in MY home should still be there Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: The company did not fulfil its obligations as the representative just said one time replacement but did not REPLACE or offer comparable bed frame If litigation it’s necessary, I will have no issue pursuing this alternative solution It should be noted that on the warranty Bob’s prides itself On no gimmicks, no hassle, 100% qualityWhat you are seeing here is negligence and standard bait and switch Sincerely, [redacted]

Good Afternoon BBB- We are very sorry. We do feel that the delivery team failed this stop. We are glad that it was finally delivered and seems to be without issue. We would like to offer to refund half the delivery to Wells Fargo due to the failure of the team. We are very... sorry the customer was inconvenienced. Once the customer has accepted the offer through the BBB, we will release the credit of $110.00 back to the customer's [redacted] account. Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture 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, [redacted] [redacted] 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 Our technician was scheduled to be at the home on The technician found the pieces to be in poor condition The damages are not manufactural in nature There are several punctures and scrapes The material under one side was torn, causing the batting to fall into the mechanism and the springs became tangled in the batting and the mechanism None of these damages are manufacturing defects The customer was not directed to call a claim into [redacted] as there is accumulated damage The customer was given a Goof Proof Plus flyer with her sales order This explains what is covered and by which company It is also explained on the customer’s sales order, if they have that to review No where in the documentation does it state that all damages are covered Our salespeople are trained to state that all manufacturing defects and damage caused by a single accident are covered They do not tell customer’s that all damages are covered If the customer refers to the GPP sheet they can certainly ask for more clarification We do allow customers to cancel the GPP within days for a full refund, if upon reviewing the terms and conditions they decide that the cost is not worth the coverage Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon Revdex.com- We are very sorry that we were not able to complete this delivery in the first attempt as we should have There was also a miscommunication regarding the table top We are very sorry that customer had to endure multiple delivery attempts We have completed delivery at this time The table top delivery on was the final piece The customer has not reached out to advise if there are any other concerns with the merchandise We will offer as final compensation a refund of $back to [redacted] *s a token of apology for the multiple delivery attempts and miscommunication If the customer would like to accept please reply to Revdex.com that it is accepted and the refund will be released to Wells Fargo Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Morning Revdex.com, We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from usGuardian (Crypton is known as their parent company) is a third party company and we have, for many years, experienced a vast amount of approved claims through this third party companyOur customer’s are usually very happy with the outcome of their reported claim and based on the price they paid for the coverage our sales associates and sales managers would have no reason not to boast about the extreme value the protection plan carries We provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusionsThis flyer as well as the customer’s sales invoice (which is signed by the purchaser) also discloses that Bobs Discount Furniture offers coverage for factory defects only and any occurrence of accidental damage must be reported thru the Guardian company This claim was denied for several reasons stated within the Terms and Conditions of the protection plan and every consumer must adhere to the terms and condition in order to keep the plan fair for all consumers alikeWe do stand behind the reasoning for the claim being denied and have included a copy of the terms and conditions page (as well as the information –below) for your review The customer told Guardian that there was “scent oil” spilled on the table – as indicated on the contract (and the sales flyer we provided), scent oil is not listed as a coverable item to begin with Page 1- Right side facing: PRODUCT SPECIFIC COVERAGE: WOOD AND HARD SURFACE: a) Standard – Stains caused by any food or beverage normally consumed by humans; mold and mildew stains caused by food or beverage spills; Breakage of wood frame or structure or other hard surface from single incident; gouge, heat mark or liquid ring from single incident; accidental breakage of glass or mirror components (with the exception of crowned or curved glass) b) Wood Plus – Checking, cracking, bubbling, or peeling of finish from a single incident c) Wood Plus – Any chip or scratch of glass or mirrors and loss of silvering on mirrors (with the exception of crowned or curved glass) Page –Right side facing: STEPS TO MAKE A CLAIM: 2) Report all covered claims to Guardian at [redacted] within days of the accidental staining or damage occurrence and Guardian Customer Service Representatives will be ready to guide you through the service process Regretfully Bobs Discount Furniture has no control over the choices or resolutions offered by the Guardian company directly and the portion of the plan they manageWe apologize that we have no direct recourse to offer this customer relating to this specific concern Should the customer feel they need to pursue the denial result further they may do so with Guardian directlyI have included the address for Guardian’s Revdex.com claims below for the customer’s reference: [redacted] Kindest Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

Good Morning Revdex.com, To provide more detail in reference to this information originally communicated: To wait for the items the customer initially purchased with the understanding that the tentative stock date remains beyond our direct control, we have communicated the most updated information we have available and we will return 5% of the customer’s merchandise purchase price plus the delivery charge- after the delivery has been successfully completed to the customer The 5% of the customer’s merchandise purchase price can be refunded to the original method of payment after the delivery has been successfully (and fully) completed The delivery charge can also be refunded to the original method of payment after the delivery has been successfully (and fully) completed We are happy to offer this type of compensation under the agreement that the customer acknowledges our lack of govern over the shipping container carrying this product and the shipping and transit the vendor provides to our Distribution Center after the container travels thru port While I apologize for any confusion and again for the unexpected delay, I did speak directly to our retail location and they vividly recalled this customer, their concern, and the extreme effort put forth to try and offer compensation far above policy for an event beyond the control of our business Kindest Regards, Stephanie AG [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 but I do have a few questions Once I have taken the photos, where do I send them? Do I upload them to the Revdex.com? Also, how long do I have to wait to find out the results? Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] when I was in the store I was told any type of scratch would be covered I was told no need to worry but when it comes to fixing scratch it not covered because it is s diliberet act I disagree it was a accidental scratch that you are not gonna even come and look at much less repair.Money was taken from me for a service and now you dont want to provide that service.No one dilibritly trys to scratch a table they are done accidentallyI am not satisfied and would like a refund I will fix table myself [redacted] /portal [redacted]

Complaint: [redacted] I am rejecting this response because: Bobs furniture company hired that delivery companyI did notThe couch was defective before it was even deliveredYes, the knob has been put back on, months AFTER the damage was made to my floorDoes this mean that since the knob has been replaced that you now walk away without paying for the damage the exposed bolts did to my floor? NO it doesn'tWe have a court date scheduled for MarchMy attorney and I will see you thereI will keep the Revdex.com informed 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 Brie contacted me to confirm the amount of the refund and the pickup date was confirmed for Saturday, October 22nd between 2:00pm and 6:00pm Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:We were not given another option to get our 1st delivery at a later dateYour warehouse personnel was very rude, non-accepting of the weather and we were forced to take The furniture was not ALREADY discounted, we were very unhappy the way we were treated Therefore, we will never shop there again and will refer our friends and family to go elsewhere Your staff was terrible!!! I am sure your furniture will NOT last YEARS TO COME! Did you even realize we were given the wrong table and Lamps - your inventory is off so bad, but I can say YES, I Am happy with my tables and lamps trust me, this made up for your trashy furniture Sincerely, [redacted]

Good Afternoon Revdex.com- We are very sorry for the inconveniences and frustration we have caused this customer I do see that all merchandise except for the one backordered dresser, were delivered on September 1st The nightstand was delivered damaged and needed to be exchanged The customer also requested a reselection on the chaise We picked that up on the day we exchanged the nightstand The next delivery was the new piece, an end table the customer chose to replace the chaise We can absolutely understand the frustration of the damaged dresser having to be exchanged again We are waiting for stock from the manufacturer The customer does have one in the home that can be used until we receive the replenishment stock It was reported that the one in the home has damaged corners the customer should absolutely use this as their own Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com- We are very sorry that the customer was not notified prior to the delivery that the piece had become unavailableWe do have a procedure in place for this concern and apparently the system broke down, for that error, we are very sorry We do not wish to waste a customer’s time, we are customers when not a work, we would not want our time wasted We do see that the customer has chosen other merchandise and scheduled for for the exchange We absolutely believe the customer is entitled to compensation for the failures We do normally offer this compensation as a Bob’s store credit We will note that the customer can receive this token of apology as a refund to [redacted] if they chose We cannot discuss the amount until the delivery has been completed and the customer is satisfied with the merchandise in the home We must be able to review the account in its entirety to be able to make the offer of compensation Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Complaint: [redacted] I am rejecting this response because: I was told by the store sales person and manager that I would get the delivery in three weeks and I would like the store to deliver on its promise to me as a customerI have also saved the voice mail on my phone which guaranteed delivery in three weeks Sincerely, [redacted]

Good Afternoon Revdex.com- We are sincerely sorry for the concerns expressed in this complaint We do understand the customer looking for a different resolution other then what has been given We have tried to work with the customer to accommodate them The customer has presented concerns that were serviceable and has expressed his dissatisfaction with the option of service We have gone outside of our policy and exchanged the merchandise We are very sorry, we would not be able to offer the option of refund Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Complaint: [redacted] I am rejecting this response because:Hi TracyThank you for your responseIt seems as though you have not read the full complaintI have reached out before but I have not been helped which is why I went though the Revdex.comPlease adviseThank you! Sincerely, [redacted]