Blue Ridge Travel

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is not fully satisfactory to me but has been accepted for reasons beyond my control Sincerely, Cecillia D***

Complaint: [redacted] I am rejecting this response because:1) I do not understand the bed cover resolution being offered Are the agreeing to send me the second cover?2) Please detail the summary of the $refund It appears they acknowledge changing my order without my knowledge and consent or agreement Prior representatives told me the "replacement" was done to save me $on my order, since there was an in-store sale they were giving me the benefit of The shipping cost me $ It will cost me at least $to get the items delivered to where they need to be This adds up to $219.96, plus taxes.Attached are screenshots of my original order and the mattress description Sincerely, [redacted]

Good Afternoon BBB, We absolutely made this phone call; I have double verified the recording we have directly with the agent who made the outgoing call. Below is the commentary from the account outlining the call made: T/O DLAMotte follow up with the customer looking to find out why refund with processed back to card. Accounting found issue, has been corrected, funds released today Above Comments Added By T [redacted] ( [redacted] ) On 10/19/2015 at 12:32 Again we apologize to our customer for wait that has been associated with this refund however the funds have been fully released from our end at this time. Kindest Regards, Stephanie A. G [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 I see that this customer has already reached out to our corporate office and it appears the customer will be working closely with Sue to rectify the situation and reach a satisfactory outcome We do only offer compensation one time, once the delivery is completed to the customer’s satisfaction We have an exchange scheduled for 6/15/ Once that is complete and the customer is happy with the merchandise in the home, we can certainly offer compensation for our failures 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 for the issues that have caused this customer frustration We have sent to the company that stores our calls to have the call in question pulled for review Once we have been able to review this call to confirm if the customer was offered compensation as a refund, which is directly against our policy, we will advise Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

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 Bob’s is not calling this customer regarding billing Bob’s is responsible for any issues this the merchandise and we have not had any issues reported to us Most states do have regulations regarding billing calls The customer can absolutely, in writing, request the company call an alternate number to ensure no disciplinary action at their job This would go to [redacted] *** Kindest Regards, Tracy *S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are sincerely sorry that this customer had to go through so much to have this service completed I do see that there were add-ons requested that were not able to be accommodated We are sorry if this was not correctly explained to the customer When it is a quality of life issue, as this was, we fully expect that we will be able to get the acompleted In this case, they were just not able to find a tech in the area with time available The first day we were able to get for this customer was 7/28/and sadly that day the customer was not available The account indicates that we were able to get the service completed on 7/30/ The technician was able to replace the remote with the customer’s spare remote The bed is in working order now If the customer has any outstanding questions or concerns please reply through the Revdex.com mediation service Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com- We are very sorry, this was a credit issued by [redacted] , not by Bob’s and the [redacted] policy must be followed [redacted] advised the customer of the timeframe and further made it clear it could not be extended or reinstated The store has no record of any conversation regarding extending the credit The stores are aware they are unable to extend [redacted] credits It is the store’s responsibility to reject the credit once it expired The customer purchasing a new home has no bearing on the expiration of the credit We understand that they were looking to have it delivered to the new home so they would not have to move it themselves We are not able to extend a [redacted] credit for any reason Certainly, knowing there was an expiration date, the customer could have had the merchandise delivered and then moved it We are very sorry, we can not force another business to alter or change their policy This credit expired in September The customer did not reach back out to us until February Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Morning Revdex.com, Please pass on our apologies for the frustration and the alarm this mold issue has caused to our customerThis merchandise was delivered to the customer in September and we have not received any report of concern until November There are several reasons to how or why this type of concern arises and regretfully because they are all related to the environment the product is being kept in, Bobs Discount Furniture is unable to take ownership or responsibility for this occurrenceThis issue is also not directly related to our brand of memory foam mattress ( [redacted] ) and it is reasonable for any retailer to assume that their customer has done the appropriate research to satisfy their own needs for information prior to purchasing any product ( there are various articles and education available to the public regarding ‘mold on a mattress’)It is a common occurrence for a person to sweat about half a pint each nightThis moisture seeps into the mattress and can cause the buildup of mold and mildew We are very sorry that the customer is frustrated Any mattress can grow mold given the environment Mold is not limited to a brand, a particular component or style We are very sorry, this is not a concern we are able to offer any resolution on Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here

Good Afternoon Revdex.com, We certainly apologize for what this customer has had to go through to get this situation rectified Looking into the account I did find the customer had already spoken with one of our representatives who had set the customer up for a reselection credit for the damaged pieces This customer has already used this credit for his new selection and is scheduled for delivery on 2/15/ We believe that Bob's Discount Furniture has taken care of this customer’s concerns at this time Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Complaint: [redacted] I am rejecting this response because:First of all, I’ll like to thank Revdex.com for giving me a window of opportunity in solving this matter, and also thanks to Tracy Sanborn from Bob’s Discount Furniture for finally recognizing that the mattress was indeed a manufacturing defect (which was rejected twice)After receiving the answer from Bob’s, I went to the local store on Nov 25th 2016, to set up an arrangement for the replacement of the mattress, and to make sure of that the tech was sent out to check all the furniture in question(Not just the dining table’s chairs) I got the confirmation from the store manager Laurie, that he was sent out to check everything, who by the way sent an email to the corporate office.Then told me that someone from the “ [redacted] service will contact me within to business days to discuss the issues, and if needed they will send out a technician again to inspect the remaining furniture.As clearly stated in the [redacted] :TheGoof Proof Plus plan not only extends our Bob’s factory warranty from one to FIVE years, it also protects you from a variety ofcidental damages you may cause in those FIVE long years!.Bob's year [redacted] provides comprehensive coverage against accidental stains or damages on leather, fabric and vinyl upholstered furniture, wood and other hard surface furnitureEven with careful use furniture can get damagedThe Goof Proof Plus Protection Plan lets you live with the furniture you love, instead of around it.Fabrics, Leather & Vinyl Upholstered furniture*Food, Gum or Beverage Stains.*Human and Pet Bodily fluid Stains.*Grass and Grease stains.*Ball Point pen Ink, Marker and Crayon Stains.*Nail polish and Nail Polish Remover Stains.*Cosmetics and Lipstick Stains.*Rips, Tears, Cuts, Punctures and Burns.*Breakage of Frame, Springs, Sleepers, Reclining, Heating and Vibrating MechanismsWood and Hard Surface Furniture[redacted] Food, Gum or Beverage Stains.*Nail polish and Nail Polish Remover Stains.*Breakage of the Wood Frame or Structure or other Hard Surface.*Gouge, Chip, Burn, Heat Mark, or any Liquid Ring Mark.*Chip, Scratch, or Breakage of Glass or Mirror Components.*Loss of Silvering on Mirrors There shouldn’t be a problem since I have the [redacted] Plan for years on both the Chairs and the Loveseat 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 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 We are very sorry for the damage reported in January We scheduled a tech to the home and the tech found the damage to have been caused in the home, there was no manufacturing defect The tech offered to rectify the concern and the customer refused Service is always our first option The agent set the customer up for a return authorization for re-selection on the merchandise When the team went to the home, the customer had discarded the merchandiseNo one had advised the customer to do so We are very sorry that the customer made the decision to get rid of the merchandise All pieces set up for return must go back to our quality control department for inspection I do believe that any retail company, when replacing damaged merchandise, requires the return of that merchandise We gave the customer a courtesy return authorization for re-selection Without the merchandise to take back we would not be able to make the deliveryKindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Complaint: [redacted] I am rejecting this response because: I asked for two things to occur out of my complaint That my funds be returned and the business stop this practice of advertising The company has refunded my money after wrongly charging me So that was an accomplishment on their part Unfortunately, the company has made no commitment to change this practice of advertising for something that is in stock and then cancelling the order and attempting to sell something else at a higher and none discounted price The representative may label that as helping but some might consider it bait and switch It was frustrating and disappointing for me and I imagine it will be the same for others as this practice continues The company representative does not appear to be able to modify the poor business conductIt appears we are at an impasse and the complaint should remain since it has not been resolved Sincerely, [redacted]

Good Afternoon Revdex.com- Please pass on our sincerest apologies for the inconvenience this continues to cause the customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after their concerns have been resolved 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 us We currently have a delivery scheduled for the furniture on We do see that the manager has already gone outside of policy and has refunded the customer’s delivery fee back to the customer’s method of payment Bob’s does not manufacture furniture We are a retailer only; as such we are at the mercy of our vendors We are told when we will receive shipments and we plan our deliveries accordingly If the vendor is late in shipping, or the shipment is caught in customs we are not able to fulfill our obligations to our customers We are very sorry that this customer is dealing with this issue We will authorize a gift card to be processed for 10% of the price of the Ritz loveseat and chaise as an apology This will be final compensation and can be processed once the delivery has been completed on Kind Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with usWe have reached out to the customer directly to make sure all of the issues have been addressed and to discuss compensation We have offered this customer several options They will discuss and reply back to us with their decision We ask that the customer responds to us thru this Revdex.com channel if there are any other concerns so that your mediation assistance is not wasted Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

I have been calling in to the center because I haven't heard anything back and it's been since May 2016, when I signed off on the paper I haven't den anything wrong. When I went up stairs after my delivery my tv was turned around and I didn't even notice until later that night when I went to go watch tv I know they did it cause the tv was turned all the way around, I explained that to the rude rep that called me from the third party company who contacted me back in May. Just by offering the $225 just goes to say bobs furniture was at fault. My television was a 50" not a 45" I still have the television and I been offiering to take the television to the store. I very dissatisfied with my delivery after I spent over 2 thousand dollars I will never shop or any of my family shop at bobs again. Everything eas horrible since the delivery. Bobs should hire professionals I never had a problem like this. Very unprofessional delivery and company. 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]

Good Afternoon Revdex.com and ***, I am very sorry to hear you have located pests near the product that was delivered to you on 3/30/ In an effort to ease your mind and alleviate any future issues and due to the fact the merchandise was removed from the home on that day we can certainly offer to refund you for the purchase I have made special arrangements with the store manager to offer you a cash refund for the cash portion of the sale We would need to ensure that you go to the store later in the day, as we do not want to inconvenience you further by not having the cash on hand Most of our business is credit, so we do not have very much cash early on any given day You can certainly call the store before making to trip just to ensure they have enough The portion of the sale that was on the credit card would be refunded back to the same card, please have the card available to process If you decide to proceed with the scheduled delivery for 4/4/we would not be able to offer the discount you are requesting As Bob’s takes all precautionary and preventive measures available to us to avoid contamination, we do not sell products infected by pests The photo that you submitted is a full grown well fed bug; it could not have been living in the new furniture The bedding 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 belongings 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 S Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com, While I can personally identify with a consumer’s need for an apology outside of making the concern right, we have worked at a higher level to make those requests happenAny compensation agreement is to be discussed after the customer has been fully satisfied with the merchandise they paid for and a form of apology is usually processed by gift card, for this customer we initially offered a monetary refund amountWorking beyond a structure that is set in place to keep things fair for all consumers is a retailer’s way of applying empathy and accepting responsibility for a customers concern Normally we offer any type of additional apology in the form of a Bobs Discount Furniture Gift Card because as a business we understand the importance of earning our customer’s trust back and proving to our customer that delivery failures are not part of the daily operations that have helped us grow to be the 15th largest furniture retailer in the U.SWe also wish to provide our customers with a tangible item as a further form of apology rather than just committing to the act of pacifying someone with a monetary amountShould the customer wish not to provide us with another opportunity to deliver merchandise we can understand the reasons why in this scenario and have several cash and carry items that can be taken from our Showrooms or pit locations as our free gift of apology This customer was told on June that they had reached the maximum number of attempts for delivery We offered them several options at that time to resolve the issue and prevent more delivery attemptsThis customer chose to have the same merchandise attempted again We will not be able to offer the kind of compensation this customer is asking for on the multiple delivery attempts It was recognized at that time that we were not going to be able to deliver a piece that would satisfy them So alternate recourses were offered Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com- We are very sorry that this customer is having this issueWhile I understand their frustrations and acknowledge that they sincerely feel we failed them, our Goof Proof Plan does clearly state that only pet bodily fluids are covered I have attached both the Goof Proof Plus handout given at time of purchase and the customer’s specific warranty card from [redacted] The merchandise was delivered on On this customer called into [redacted] to report that their pet had chewed the new sofa We offered the customer a customer purchase part order on which was later canceled for lack of interest from the customer We sent our technician to the home to investigate a complaint that the fabric is fraying The tech found several instances of pet damage on the pieces We are very sorry, damage caused by pet nails and teeth is not covered under any warranty If the customer would like to pay for replacement parts we can still offer that option Tracy S [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 The issued check has been received Sincerely, [redacted]