Blue Ridge Travel

Dear BBB, We are very sorry that the customer does not accept our response. When we became aware of the impending weather event we set up an automated system call to advise customers. This call gave customer the option of rescheduling. We would have no way of knowing which of the thousands of deliveries and services that were affected by the weather, did not reschedule. If the customer had rescheduled instead of continuing to use the piece we would have a clearer idea of the damage. Due to the customer using the piece that was damaged, causing more damage to the area it is now impossible to tell if the original damage was manufactural or caused in the home. The damage that is evident now was clearly caused in the home. This damage can occur from flopping or landing heavy repeatedly on the pieces or from children jumping on the pieces. It can also occur from moving the piece and not having a firm grasp on the piece. We are not able to offer any resolution. Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com- We sincerely apologize to this customer for our failings I do not see that any request for a Breakfast with Bob’s was entered until the customer received her timeframe call, two days before At that point it was too late to have it re-routed I understand this customer may have been lead to believe they were locked in, but that was incorrect For this failure we will absolutely be able to offer compensation I am offering to compensate this customer for the Bob’s failures as a $gift card I hope that this customer will accept this and feels that this reflects that we do own our mistakes, and take steps to try to make it right 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 Kindest Regards, Tracy S [redacted] Customer Care Corporate Liaison Bob’s Discount Furniture

Complaint: [redacted] I am rejecting this response because: there was no communication on the part of Bob furnitureNo one called to let us know the furniture was not going to be delivered due to DOT regulationsthis is my first time hearing of thisand when the funiture was originally delivered the driver expressed that there was no head board, foot board or railsso what was the mattress supposed to go on the floor?? This is poor business practices if you cannot communication with your customer who is spending thousands of dollar to purchase furniturefurther more we ordered the westbury living room set and due to lack of communication AGAIN we find out the the furniture will not be available until 12/22/when the living room set was suppose to be delivered on 12/06/assuming we should sit on the floor because we were already sleeping on the floor because we had no bedAgain no communication and poor business practice and no communicationNo one from Bob furniture has contacted us in regards to all thiswe have been the ones to call and had to rescheduke the furniture which I had to take a day off from work to dowhat compensation does BOBs furniture plan on providing us with for all of the inconvience that has happened to us, when they are clearly at fault Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: The recourse that was offered by several customer service representatives wasn't seen through as information was falsifiedThe Mattress and Foundation Warranty specifically states that it covers cracked or loose support beams, compression or unstapling of support elements, separated or lose grip top, lose, bent or defective wood beams, and sagging, but only when continuously supported by an appropriate frame with a rigid center support, all of which apply to the current condition of my foundationI have had this furniture for almost years yet wear and tear wasn't taken into consideration but instead an assumption that I am negligentIn addition, the carelessness and disregard for my health leads me to believe that customer satisfaction is not a priority Sincerely, [redacted]

From: [redacted] ] [redacted] rg> Subject: Re: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint [redacted] I would like the $credit to Bob's as they offered

Good Morning Revdex.com, Please pass on our sincerest apologies to our customer for any disappointment they have experienced while seeking to use the protection they purchased at the time of saleOur customer’s account indicates that this merchandise was delivered on 07/02/ and the last time we (Bobs Discount Furniture) were out to the residence was on (over year ago) Please know that this customer previously filed a Revdex.com claim (last year) under claim# [redacted] this claim was closed due to not receiving a further response from our customer I am copy/pasting our response from their original claim as it remains the same as it was year agoPlease note our records do not depict receiving any other communications from this customer directly, since last year If needed Revdex.com please refer to the older claim number [redacted] attachments as well Good Morning Revdex.com, We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from us [redacted] *s 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 exclusionsAs the manager of the plan, [redacted] is responsible for sending the consumer the plan documentsShould the customer decide that they would like to review the complete plan documents as the flyer suggests and they don’t have these documents, we assume (as any retailer would) that the customer would then try and obtain said documents for reviewHad we been made aware of the need for these terms and conditions we most certainly would have provided them upon any requestAs it is not typically a document we provide we literally have no way of knowing whether the consumer has received the complete plan or not and we see no reason not to trust that [redacted] is continually sending these documents as many claims for coverage are routinely approved In this consumer’s specific case I have attached both the sales flyer (we provided at the time of sale) and the terms and conditions ( [redacted] provides) for your reviewPlease see the below section as this is clearly listed under the exclusions of coverage section (starts on page and continues to page 3) within the protection plan: EXCLUSIONS TO COVERAGE: Leather or vinyl cracking or peeling; seam slippage/ separation; stress tears/ rips, scratches, scars, leather finish defectsRepair and replacement are specifically excluded on split hides used in seating areas We again apologize that the customer didn’t receive the service expected from the [redacted] company and are willing to look into this claim further and dispute the claim with [redacted] on their behalf should we feel necessary At this time we ask that the customer provide photographic evidence via this Revdex.com channel of the damageAs stated in the terms and conditions [redacted] ’s rule is that seam separations are not coveredFurther reading of the terms and conditions page will also indicate that an accident needs to be reported for any occurrence to be covered [redacted] has disclosed to us that the report the customer gave them indicated seam separations (not covered) and the customer did not provide them with any indication of an accident occurring c**sing the damage they reported Regretfully if more, appropriate information is not presented from the customer we will be unable to help further facilitate a dispute between our company and the [redacted] company To move forward please advise the customer that we require a minimum of four (4) pictures (in color) for each item that is listed in the report to [redacted] I have listed the requirements below to ensure our request is specifically notated: -Minimum Photos of the Sofa Sectional: - Picture that clearly shows the entire facing surface (seats, inside backs, arms) of the sofa sectional - Picture that clearly shows the entire back surface (seats, outside backs) of the sofa sectional - Picture that clearly shows the damage marks at close range -Picture that clearly shows the damage marks at a distance We will review these photos and respond with what, if any, options for resolution we may have to offer this customer Sincerely, Stephanie G [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

Revdex.com: I have reviewed the response made by the business in reference to complaint [redacted] and find that this resolution is satisfactory to me Sincerely, [redacted]

Good Morning Revdex.com- We are very sorry that this piece was not delivered into the home with the correct seat cushion As the retailor and not the manufacturer of furniture we are at the mercy of the manufacturers we purchase throughWe have placed the part order for the customer We understand that this might be an inconvenience for the customer 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 any of our stores for reselection Advice the store there is a credit in the system, the store will schedule the new delivery at the same time as the pickup, ensuring the customer will have a piece in the home Courtesy Offer for Resolution: If the customer would like to reselect to a different set we will provide a credit (store credit) This 100% will be based off of the original cost paid for the [redacted] *** The cost of the set, tax and [redacted] Plus plan would all be included and the customer would not have to pay a new delivery fee This is the only offer of resolution we are able to makeIf the customer would like to accept, they can reply through the Revdex.com mediation service and we will create the paperwork and email it to the customer at this email address Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon BBB- We are very sorry that the customer is not satisfied with their purchase. We did have a technician to the home on 12/5/17. The technician found the pieces to be operating correctly, no issues with the mechanism. We are very sorry that the customer is not... completely satisfied, we would not be able to offer to replace pieces that are not defective. Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Afternoon BBB- We are very sorry there are no pictures attached. We would also very much like to see the police report. We hope that the customer attaches that to this complaint. Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Complaint: [redacted] I am rejecting this response because: The company's refusal to acknowledge that the damaged products delivered goes beyond cosmetics (the sofa is missing springs and legs) and their devious practices, even in this complaint, have shown that they are cunning and untrustworthy As such, I will need the specific details of their offer with dates to close this claim Contrary to what the responder is leading the Revdex.com to believe that they are offering me to resolve this clam, the actual offer, as stated when I called the customer cr, is a partial refund in the amount of $with a $store credit, which they will return to me some time after they receive, ship, and log the returned furniture in their system (long after the day response time I have to keep this claim open) The actual offer the company verbalized to me over the phone is unacceptable because:1- I do not want the store credit and will never visit this establishment I am asking for a full refund in the exact amount charged $1,055.85, which includes a $delivery fee While the delivery guys did their job, they delivered what was given to them to deliver and I shouldn't have to pay for the company's trash removal services 2- Should anything happen to go wrong once the furniture leaves my house, (and I don't trust the company wouldn't claim that it did even if it didn't), that is the cost of doing business for the company and what their insurance covers However, this offer places the responsibility on me and demands that I wait indefinitely for the refund until, if, or when they get around to it The company has had my payment since April 15, I would like the full payment returned before or on the day of the now scheduled June 3rd pick up date 3- I request that the next offer states exactly what the company will do and how they will do it I held up my end of the trade and shouldn’t have to do anything else The “customer care” is atrocious and the representatives can only repeat whatever they’ve been told to say Since they are not able to go off script or discuss the particulars, and since they can only read what’s in front of them and are unable to adapt or adjust the particulars, then I do not need to speak to them again If the company cannot return the funds by June 3rd, then I ask that they reply with an exact date for the exchange (preferable a Friday or Saturday piday)If there absolutely must be a discussion, then I ask that the company contact me directly instead of asking me to call the company.Revdex.com, this complaint is beyond a refund to little ole me The company is dishonest, their policies are deceitful and their practices are predatory I beseech you to thoroughly investigate this company The quality of the furniture in the store is completely different than what they actual make and send to consumers The prices also reflect good quality furniture, as displayed in the store, but the actual goods delivered are made of different products and made less competently The absolute no refund policy is appalling The way the consumer is informed of this policy is intentionally misleading and purposely perplexing Lastly, this practice to place blame and responsibility on the consumer for the company's poor products is demonstration of the verbal berating dissatisfied customers have to deal withIf this complaint with the Revdex.com is not the proper avenue to initiate such an investigation, then I ask that you direct me to the proper authorities Sincerely, [redacted]

Good Afternoon Revdex.com, I am so sorry to learn of our customer’s poor experience with this purchaseI can only imagine how frustrating this has been for our customer and completely understand their position at this point As a retail chain, and not a manufacturer, we have little control over the availability of some productAs this is a shipment our inventory system clearly expected in sooner there is always the chance that the overseas shipping container will make it to our Distribution Center sooner than the anticipated date we have right nowPlease pass on our sincerest apologies that we haven’t been able to deliver this purchase as advised to our customer and as we have disclosed the merchandise will not be made available to us to deliver to the customer prior to the currently scheduled date I do feel the customer’s aggravation is rightfully placed however Bobs Discount Furniture is unable to change a payment made by a consumer’s credit card to a financing agreement thru [redacted] ***The consumer would need to visit our showroom (in person for security reasons) and apply to [redacted] for any of the financing options we offerThe interest rate stated by the customer is a charge that comes from [redacted] as a part of the terms disclosed in using their purchasing option (s), Bobs Discount Furniture does not charge customers interest on purchases nor do we have the ability to control the interest charged by a consumer’s (third party) credit card We are not “holding on to” anything at this time, the customer may have the funds spent towards the purchase refunded to them at any time by advising us that they would like to cancel their orderClearly we have failed our customer and are very embarrassed about the level of failures our customer has endured and while it is certainly not the outcome we want it is an available and understandable option that the customer may request prior to delivery We have the current options available for recourse in relation to this customer’s concern: Either: · To go into a store location and see if there is a similar item available with stock on hand so there is no delay in delivery We will give the customer the store credit of what they paid for their merchandise plus 5% to use towards a different item and refund the charge for delivery after the delivery has been successfully completed to the customer · To wait for the item the customer initially purchased with the understanding that the tentative delivery date, based on all relevant system information we have, would be as currently scheduled and we will return (in the form of a refund) 5% of the customer’s merchandise purchase price plus the delivery charge- after the delivery has been successfully completed to the customer · Or, a cancellation and full refund of the customer’s order Again I do hope the customer can accept our most sincere apologies for what has occurred; it was never our intention to communicate any delay in shipment or disappoint our customer Kindest Regards, Stephanie [redacted] G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

It has been almost months and I have not received the cushion cores that Bob's Furniture had offered as a resolutionI was unsure if there was another step I had to follow or honestly what to do in general, as I have never made a complaint before and have a lot of trouble contacting Bob's Furniture in the pastI appreciate the helpThank you, [redacted]

Good Afternoon Revdex.com- We are very sorry that the customer is so dissatisfied They have been given two store credits at this point We understand that the customer feels they should be able to choose their timeframe This is something that logistically we are just not able to offer Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

I have resolved complaint [redacted] to my satisfaction

Good Morning Revdex.com, The ‘Bob O Pedic’ mattress delivered to this customer on 03/21/is not a toxic product and we do not sell harmful products All polyurethane foam is the result of the reaction between Polyols and Isocynate compounds The gas which they create in the reaction is what causes the cellular structure of the foam to form and riseThis gas is primarily carbon dioxide and of course, trace scents from the compoundsAfter reaction, the large foam blocks are permitted time to cure and at that point, the foam becomes a totally inert mass, which has no chemicals to leach out The block of foam are cut immediately after the cure and are then laminated to make the core of the comfortable, supportive mattresses as sold by Bob's Discount FurnitureThese laminated mattresses are then compressed and rolled and wrapped in air tight poly bags for ease in shipping and sanitation concernsThus the mattress when it is decompressed carries and emits a small amount of the gases and this is the odor which one experiences when the mattress is initially placed in the customers homeThis initial odor will normally dissipate with regular usage very quickly, depending on where, when, type of wrapping, and how long this mattress was “stored” for could have affected the time period related to the non toxic odor dispel We last followed up with this customer on and advised, as a courtesy, we would provide a store credit (based on the price paid for this mattress originally) so that the customer could select a mattress that better fits their needs as an individualIF the customer is legitimately having an allergic reaction to the mattress itself this is a concern related directly/solely to this individual as we would never sell a product that could be harmful to any customer We have already made an appropriate offer for resolution and convey that this offer of store credit is the most fair and adequate offer available for recourse in this specific scenario Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com, We spoke with our customer this afternoon (10.20.2015) and scheduled to have the living room furniture removed for a refundWe have also included a partial delivery fee refund and a partial protection plan refund based on the price paid for the sectionalThe customer understands that they will be mailed a check for the refund amount once the merchandise has been removed from the home and returned to our distribution center We look forward to satisfying our customer with the delivery for the remaining dining room chair on and apologize to our customer for the disappointments they have experienced with this sales order overall

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] ***

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 meWe look forward to using the $ [redacted] in store reselection credit to hopefully choose a set that will last better than our current oneWhile we're not quite convinced that delivery will cost $(on our last check, it was $ [redacted] to our home according to the website) and we're disappointed that we can't donate the couches on our own terms (we were hoping to be able to give them to the fraternity house that we both lived in as they don't care about any furniture condition)we understand that Bob's is a company and isn't going to give us anything without getting something in returnWe know that these will be sold in the pit at the local store and there's nothing we can do about that practiceThank you for agreeing to work with us on this and we're hoping that this reselection will go over smoothly.All we really wanted out of this was the cushion replacements the tech had told us we were entitled to, but if we have to take the time to select a new set and spend additional money, then it's fine Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: when my wife initially purchased the chairs, she was told that she could return them...when she tried to return them she was charged another dollarswe tried to negotiate then and that was just a run around much furniture from Bob’s in the past, and to date have experience no problem Simply put, the chairs were much too bigOn November, 15th my wife returned to Bob’s furniture storeThe experience once you have a problem with Bob’s is totally different it seems, than when they make a sale My wife’s primary language is not English, did not seem to be an issue when she was making the purchase, but a real problem with she wanted to return the chairs for either smaller ones, (which they said they did not have), or a credit on her credit card She was not only treated quite rudely, she was treated in such a way, that the color of her skin was mentionedThey charged her credit card, without her understanding nor consent, another $She came home, crying and upsetI looked at the new charges, and asked what they were for, for which she did not knowShe told me that she thinks she was told that she has days to spend the money in the store, or forfeit it For something they say they do not have I am really concerned at they have yet another dollars, in addition the the original payment, and to top if off, they claim to not understand what is going onTo be clear, we have no credit, were are out another dollars, we have chairs that are way too big, and Bob's Furniture is playing like they do not know what is goin onSorry to be blunt, but, I am trying hard to work this outI want them to refund my wife's credit card, and pick up these chairs I am not sure, what they are playing around stillI need you to please try to work this out Simply put, they have the original amount, and dollars in addition, and we have chairs that are too bigBob's Furniture's commercials, and sales people, sure are different that how they treat you if there is a problemPlease try to here hereWe do not want anything online, if the chairs my wife saw, and bought, how can some picture helpWe just want our money back Sincerely, [redacted]