Blue Ridge Travel

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]

Complaint: [redacted] I am rejecting this response because: tracy s [redacted] you are not doing any courtesy, at allI am not happy with you or any of your employees, you guys [redacted] at any aspect of business, you are called to be a president? Customers are always first, and for the last time you are not giving me a courtesy you are giving me a misarable sorry because you were so unprofesionals in solving your problems on timeGet the clear!!! You guys have 1000s and 1000s of complaints that are not resolved poor people that was not informed of usage fees? You are saying you being courteous with me that you are giving me a gift? I paid for my purschases and I do have a guffi insurance on the seats but you only gave me the seats price not my guffi insurance money Back Your $the "courtesy" hahaha, dont make me laughListen, I want a written apologies send to me, and my money back fron the [redacted] insurance on the seatsIf you agree with that we have an agreement, if you dont, get prepared because I am gonna get a lawyer and I will figh for my full cash amount, and not for your horrible store creditI have lots of proof to be shown and I will speak to the media and infomr efuture customers of my horrible exprerienceA Good company knows how to deal with a customer who by the way are the future of good business, you should make customers happy and if you think that your extremelly courtesy of is making good business you are so wrongI want my guff insurance money back on the seatsAnd I want an inmediate response because the more you take the less time I have to go the store and pick my mew seats because on top of everything you gave a limit day to use the creditsT Sincerely, [redacted] President of humans rights

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

Complaint: [redacted] I am rejecting this response because: 1) The delivery attempt today, 9/13/16, that should have resolved this was a failure and I must again wait for the correct piece to be delivered at a later dateThis is the second time now, which has aggravated this issue2) This response does not contain a specific dollar value that would be issued as compensation Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I do not appreciate the patronizing response I received that disregards my original complaints and demonstrates that they did not actually look into my case Had they done so they would have known that I already submitted photos and read the conditions of my plan My argument, again, is that the damage is reportedly covered by my plan so the denial of my claim is unwarranted I feel very disrespected by their templated patronizing response.Sincerely, [redacted] ***

Good Afternoon Revdex.com- We are very sorry that the customer is dissatisfied We do see that the customer refused the offered gift card We are very sorry that the customer felt it was not an acceptable offer It is the only offer we are able to make If the customer changes their mind and decides to accept the offer, the offer is valid and can be re-created within thirty days from Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

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 meI trust that the parts they have promised to order is ordered soon, so the actual nature of this complaint is resolved Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Sincerely, Roseann B [redacted]

Complaint: [redacted] I am rejecting this response because: I paid Bob's Discount Furniture for this insurance and THEY are responsible to provide me with the documents - including the exclusions to allow me to make an informed purchase The couch I bought is a leather match sofa so every exclusion they listed applies to me What did I even need this for? I am telling you what numerous sales people told me - "All accidental damage is covered if you report it right away", which is clearly not true in my case There is no need for extra photos because the tear is on a sewn area, but it was caused by a high heel piercing the leather - not from stress Bob's employees misrepresented the coverage to me to sell me this product I know that they will not fix my couch but I will never say that I accept it I should get my money back for the worthless policy they sold me, but I am sure that won't happen either It should be the mission of this company to properly train their employees in the FACTS of this coverage and the importance of honest and full disclosure It might mean less sales of the coverage, but it would prevent the loss of customers in the long run because someone who feels cheated, as I do won't come back Sincerely, [redacted]

Good afternoon, I have since been in contact with [redacted] regarding this incidence and sent over the necessary paperwork that they requested Also I have been in contact with customer care at bobs over the incidence with the representative Tracy S [redacted] and the unsatisfactory customer service she provided to me and how rudely she handled the situation My hope is that in the future situations like this can be handled better also I will be reaching out to BOB's over their delivery practices, because when I made my purchases at BOB's no one made me aware that at outside company would be delivering it and it wasn't one the paperwork that I signedSo I will be following up with that information so other customers do not have to go through this difficult situation 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]

Complaint: [redacted] I am rejecting this response because: I have not been contacted my Bob's discount furniture to discuss compensationThe delivery was finally completed on Saturday 11/28/and not with out additional aggravationThe truck driver called almost an hour before the hour window Bob's originally gave me and said they were a few minutes awayAnd of course this was despite my two requests (calls I made to customer service) that they call me with a minute window upon arrivalI cannot believe they stated it is out of the ordinary for the delivery to be delayed for all this timeI did not request specific Saturday deliveryEvery day I requested, I was told that the trucks were already fullNone of the customer service reps I spoke to (including a team lead and the sales person who sold me the furniture) attempted or cared enough to try to accommodate my needs or requestsThe response from this retailer reinforces the fact that they are all liarsAs for Compensation, the idea was vaguely mentioned in a previous call but no details were given and the delivery drivers certainly did not discuss this with meI welcome a call from this retailer to discuss compensation Sincerely, [redacted]

Good Afternoon Revdex.com- We are very sorry that the customer’s home was damaged and the claim process did not proceed as swiftly as the customer would have like The customer has received his settlement check and compensation from Bob’s as well Sincerely, *** [redacted] Corporate Liaison Bob’s Discount Furniture

MESSAGE: Bob's has not contacted me regarding payment as reconciliation of this complaintThis shows the ineptitude of their business and the customer service issues involved in this complain

Good Morning ***, I apologize that you are experiencing any concerns with the furniture and I’d certainly like to help you move forward in any way I can Can you please clarify why you feel your item(s) are defective? Our technician reported to us on that there were no defects present therefore nothing for us to repair as your demanding hereI have included your initial report to us and our technician’s report below for all parties to review: Customer’s initial report: Dresser OSB rsf (Outside Back & Right Side Facing) top corner has a 1/2" chip in the wood Above Comments Added By [redacted] On 07/29/at 14: Technician Notes from service visit: Per tech [redacted] ; in 1130- Dresser OSB (Outside Back) rsf (Right Side) top corner back panel- extra screw hole Normal/good nstands: top underside marble rough- Tech: inspected Normal/good Tech calling from road- due to wait time - Above Comments Added By [redacted] On 08/05/at 12: Your nightstands have ‘Marble’ (stone) tops, however I cannot see that causing you to receive a splinter, is there a new concern with the nightstands that you haven’t reported to our Customer Care Office prior to opening this Revdex.com mediation channel? Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon BBB, We apologize that the customer seems so disappointed in their protection plan. I looked into how the claim was reported to the [redacted] directly via the limited access we have and the [redacted] documentation lists that the damage is from a dog biting the... furniture – not from moving the bed around the room as the customer states here. Animal damage from bite marks is not a coverage occurrence under this protection plan. If the customer disputes reporting the cause to [redacted] as “dog biting” on the wood rails and wood dresser please ask them to respond as so and we will ask [redacted] to send us their recording of this call/claim so that we can investigate further. Kindest Regards, Stephanie A. G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon BBB- We are very sorry this customer continues to be dissatisfied. [redacted] did explain compensation would be offered and it was. This compensation was accepted as final compensation. We will not be offering any additional compensation. Sincerely, Tracy Sa [redacted] Corporate Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com- We are very sorry that the customer was not able to get this exchange completed prior to going on vacation Unfortunately, the routing department has to find a truck in the area with both the space on the truck and time left on their route, as they cannot be on the road over hours for safetyThey did attempt to add this on for Friday and Saturday both Normally the week prior to a holiday the delivery schedule is a maximum capacity The routing department was notified that this was a medical concern They made every effort possible to make the exchange happen When the customer returns from vacation we can certainly make this exchange Our service guarantee allows for parts and service Any manufacturing concerns are addressed with parts and service The customer refused to accept that option We made arrangements to exchange the base; unfortunately it was the week before the holiday We would not be able to grant the customer’s request and take the purchase back for a refund We do believe that the customer is entitled to compensation for the damaged merchandise and the frustration that it has caused We hope that the customer will reach out once the exchange is completed and request an account review for compensationSincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Complaint: [redacted] I am rejecting this response because:I am not frustratedIt is clearly a training issue on Bobs DISCOUNT furnitureIt appears that they are told to sell it to the customer as an add onSeems like by any means necessaryI am not a fool and I know what was told to me when I spent the thousands of dollars with themI will never spent another cent in BOBsInstead of trying to satisfy a customer they rather defend the poor training of their staffEvery piece of furniture I bought has some kind of defectI will spend my money elsewhere and encourage others to do the same Sincerely, [redacted] ***

Good Morning Revdex.com, Please consider that this customer entered into a financing agreement with [redacted] directly and Bobs Discount Furniture provided documentations and expressed this in writing at the time of saleAny amount of interest or financing charges is not under the discretion of Bobs Discount Furniture to charge or removeThe customer did have possession of this merchandise for a certain amount of time and [redacted] may consider this a necessary reason to charge interest on the itemsThe customer would need to speak to the financing company directly for further information on credit reporting and interest charges as Bobs Discount Furniture is the retailer, not the financing company Also expressed to the customer at this time of sale were our guidelines for refunds and cancelationsThe sales invoice clearly indicated to the customer that as a business we do not permit any return for cancelation of merchandise once the merchandise has been accepted into the customer’s possession I was able to learn that this customer has submitted a dispute to [redacted] ***, this dispute has been closed by [redacted] *** The findings of this dispute will be sent directly to this customer if they haven’t already been received We apologize to this customer, but we are not able to intervene in a contract between the customer and the financing company Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

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 Jennifer to rectify the situation and reach a satisfactory outcome 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