Blue Ridge Travel

Complaint: [redacted] I am rejecting this response because: When I scheduled the service appointment, they looked up my account, new when the dresser was purchased, and required me to pay $to have the service tech come to my home to make the repair.They looked up the dress to notify me I was out of warrant, there for knew what dress they were coming to make repairs on.The tech they sent to my house called Bobs and was notified that they can NOT offer service on this dresser and can NOT repair the dresserThey were aware of that before they scheduled the appointment.Their tech caused further damage to the furniture, pulling one of the drawers completely off the track and left it on the floor, and walked out of my house without even taking a tool out of his tool box to attempt to make any type of repair!!I am due a refund, as they knew they couldn't make the repair at the time of scheduling the appointment (based on what I was told by the person their tech put me on the phone with at Bob's), and based on the fact that Bob's advised they can not perform any service on this furniture to me directly the day of the service call.I demand a refund for the service call.It is my opinion, that their position for taking no responsibility or showing any type of moral accountability for the dresser falling just by opening a drawer, due to the cheap quality of the hardware of their furniture is disgraceful Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I did purchase the insurance and was told it was not covered The store told me there was nothing to be done They would not send a technician to determine the cause even after I sent pictures and requested several times.te customer service manager was abrupt and rudeThis is unfair to me as a consumer of the store for over years.I would like the set switched or fixed Please reply Sincerely, [redacted]

Good Afternoon Revdex.com- We are very sorry that the customer remains dissatisfied We agree that the delivery should have been completed on the first attempt We do offer compensation for our failures We hope that the customer will reach out to customer care for an account review for compensation, we base the offer of compensation on the delivery failures only Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Complaint: [redacted] I am rejecting this response because: If this is actually factual your company should not have an issue providing the alledged contractsFuthermore [redacted] is not the creditor reporting the account your company isPlease be advised that I am prepared to file a lawsuit with an intent to sue as I stated I have no recollection of this accountIf you maintain this as a legal or legitimate response I will subpeoana your records and request your provide them during a court proceedingKindest Regards 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, Iris G***

Complaint: [redacted] I am rejecting this response because:I have dealt with Bob's before and they never replace anythingThis is the second time.They are legally taking money from people and always find an excuse not to fix or replace the productI will send you the picture to show how the wood that holds the cushsions has collaspsed and therfore can't hold a personI have pieces and the others have not brokeIt seems to me that there was a problem with the one piece Sincerely, [redacted] ***

Good Morning Revdex.com, Please pass on our sincerest apologies for the inconvenience the delivery experience caused our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after the completion of their delivery 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 usWhile it is not procedure to so we do recognize that we have failed our customer and we are willing to make an exception in this case to work above our compensation guidelines and policies We are not able to offer compensation based on an individuals time This would not be fair and even across the board for all of our customers We can offer additional compensation in regards to the failure of the delivery team We will offer this customer additional compensation in the form of the delivery fee ($99.99) as a final form of our apologyPlease advise the customer that all paperwork needed for this transaction has been entered from our end and no action is required from the customer at this time Please see attached refund to be credited to [redacted] I did check into the gift card request and it was correctly submitted, it has not been processed due to the weekend It should be processed either today or tomorrow I confirmed we have the correct email address on file In most cases any remaining questions regarding refund processing time can be answered by reviewing the policies listed on your sales receipt Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care 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 once payment is received Sincerely, [redacted]

Good Morning Revdex.com, Please pass on our sincerest apologies for the inconvenience the delivery experience caused our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after the completion of their delivery 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 usWhile it is not procedure to so we do recognize that we have failed our customer and we are willing to make an exception in this case to work above our compensation guidelines and policies At this time we see there is a one-time courtesy reselection for the mattresses pending We can offer compensation in the form of store credit now, if the customer is looking to upgrade to more expensive mattresses or we can offer to compensate once the mattress have been delivered If this customer chooses to wait to be compensated after delivery is completed, we will offer this customer a refund of the delivery fee ($229.99) as a final form of our apologyPlease advise if the customer accepts this generous offer of compensation I will then create the necessary paperwork In most cases any remaining questions regarding refund processing time can be answered by reviewing the policies listed on your sales receipt Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

Good Afternoon Revdex.com- We are sincerely sorry for the concern this customer has brought to our attention Unfortunately home damage claims are handled by the delivery depots and not by Bob’s corporate office We at Bob’s create the claim and send it to the depot Unless there is an issue that requires our intervention on behalf of the customer, we are not aware of the agreements made between the customer and the depot I do not see in this home damage claim that the customer reached out to us directly asking for assistance I have reached out to this depot and copied our corporate delivery managers The contact point at the depot, Esmeralda, has assured us that this claim has been approved for payout, the correct paperwork has been submitted to their corporate offices and the customer should be receiving the check shortly We apologize for this extreme delay in the claim being rectified Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Complaint: [redacted] I am rejecting this response because: Your offer is not satisfactory. Again I want exactly what your rep, Pharrel, quoted. He quoted $1924.90 plus the free delivery. Sincerely, [redacted]

Good Morning Revdex.com, Please pass on our sincerest apologies for the inconvenience the delivery experience caused our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after the completion of their delivery 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 usWhile it is not procedure to so we do recognize that we have failed our customer and we are willing to make an exception in this case to work above our compensation guidelines and policies We will honor the customer’s request for a refund of the delivery fee ($229.99) as a final form of our apology This has no bearing or effect on the property claim; this is strictly an accommodation for our delivery teams performance and having to have a second delivery due to damages and our failure to follow up I have created the refund to post back to the [redacted] account For security reasons I have not attached a copy, but will email it directly to the customer at the email address on this complaint I also had the depot reach out to the customer today to try to rectify the home damage claim In most cases any remaining questions regarding refund processing time can be answered by reviewing the policies listed on your sales receipt Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

Good Afternoon Revdex.com- We are very sorry that this was such a terrible experience I wish the customer had reached out to Bob’s corporate office prior to now This is really an unacceptable chain of errors and miscommunications We will be addressing these failures internally We have set up a pick up for refund; the customer has chosen to keep the mattresses The refund will process to the customer’s credit card once the pick up is completed Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] nice graphic pamphlet is simply not proof that I was informed of thatI was verbally told by the sales rep whom name is on the sale that everything is coveredand now when I want to use it I am just getting the run around and then denied

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 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 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 out our technician to see if the issues were manufacturing in nature If they were then we would be covering the concerns Either with parts or service or replacement The bed support may be customer caused damage, from being moved around, or it may be manufacturing As we can not tell from the photos we are willing to replace the support under the bed The hole was reported by the customer in They would not be able to submit another claim on that damage [redacted] must have all damage reported to them within thirty days of the damage occurring Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Morning Revdex.com, Please pass on our sincerest apologies for the inconvenience the damaged product continues to cause our customerWe can certainly understand the customer’s frustration and assure our customer that we have been working to the best of our ability to resolve these concerns 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 To maximize efficiency and keep the delivery service fair for all consumers alike we route all of our services using a computer system that registers distances between all of the sub contracted service depots and the customer’s stops that are scheduledOnce this electronic routing process is completed an automated calling system makes contact with our customers and provides an estimated two hour window for arrivalWe communicate this via many facets to remain as honest and transparent as possible with our customersSome of those facets include the trifold provided at the time of sale and the ‘Delivery Tracker’ available through our websiteWhile we can request timeframes, as a retailer we can never expect to know what events will occur out of our direct control on the road when the service date arrivesFor example, if one customer cancels, is not at home, or has a walkway that is full of snow it can cause the team to run earlier than expected We are very sorry that the customer was not able to make connections with the service scheduled on I do see that team was there during the estimated timeframe the customer had been given and waited minutes for someone to arrive We are sorry it wasn’t completed on that day The service was rescheduled and completed on The tech did deem the piece defective and it has been set up for a reselection We hope that the customer will find a replacement that they will love and that will bring them many years of comfort Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

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 We were not able to reach the customer We did leave a very long voicemail with our offer 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

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 merchandiseWe do see we have had three technicians to the home We had a tech out in January for an issue with a leg becoming detached The tech was able to reattach In January we had a tech to the home for a board on the back becoming detachedThe tech was able to brace the back support In February the tech was sent for a loose/broken arm He found damage that was not repairable The damage was not a result of a manufacturing defect and was not repairable as the other two concerns had been It does appear that someone applied a lot of force to break the arm in that way We have attached the pictures showing the damage If there was a single accident that caused the damage, it can be reported to [redacted] as long as it is reported within thirty days of the incident, with all the details to show that it is a relatable accident As this is not the result of a manufacturing defect, Bob’s would not be able to offer any resolution Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Complaint: [redacted] I am rejecting this response because: I understand that you are indicating that the part is not covered as part of the Goof Protection that I purchased; however, I would like someone to point exactly where it is indicated that this particular part is not covered? There is no indication on the paper work provided to me that this particular part is not included in the protection plan Where does it specifically say that the remote is not included in the plan and I understand today it is part of the plan This is the reason for my complaint and the reason why I will not be shopping at your establishment in the future.I am happy to say that I was able to find the part myself for $30; it's even more upsetting that you want to charge me $for a part that I as able to get for $ Sincerely, [redacted] ***

Good Afternoon Revdex.com- We are very sorry for the customer’s frustration We do show that team was at the home from 330pm to 338pm which was within the customer’s given timeframe The team took a photo of the home time stamped at 338pm The team can absolutely ask a customer if they can come early, but they have to honor the given timeframe Often customers want an immediate answer to a delivery situation and we are not able to provide that We have to work with the depots that the teams work out of They make the decision on whether a team can go back or not If a customer misses their delivery time we can not send the team back if it will negatively affect the other customers on that route The depot must look at many factors before giving us their answer- traffic, route and team running late all must be taken into account In this customer’s case we were able to send the team back to complete the delivery We are showing the delivery was completed that night and the customer has not called in to advise us of any issues Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here