Blue Ridge Travel

I have resolved complaint [redacted] to my satisfaction

Complaint: [redacted] I am rejecting this response because:it is not an accurate statement of events and does not offer any attempt to resolve the situation or acknowledge wrongdoing Sincerely, [redacted]

Good Afternoon Revdex.com- We can certainly understand the customer concern with having it cleaned As I stated on my reply, we normally would have the carpet cleaned and if that did not work, then we would look at replacement We understand the customer is frustrated with the process but this is in the hands of the manufacturer’s insurance company to resolve Bob’s is a retailer We do not manufacture the merchandise We do have contracts with the manufacturers that they are responsible for damages that have been verified as caused by their products Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com, We understand that this customer is extremely upset by this issue We must stress however that the details are misrepresented in this complaint We reached out to every customer that had delivery from a single lot of mattresses We had been informed by the shipping company that they had located mold in the container that the lot was transported in The mattresses in this container were individually wrapped, boxed and the boxes shrink wrapped again No mold was found on our boxes or mattresses We reached out to each customer and offered to exchange the mattress as a precaution only This customer has been in constant contact with Bob’s Supervisors We set up the credit and offered to pickup what was in the home because they didn’t want to wait The customer then changed their mind and wanted to go reselect first, so they would not be without merchandise They have changed their minds several times on what they would like to do and when We were informed of the possible issue on the customer was called the same day, the credit was set up The customer requested we credit them for the foundations, the pillows, the mattress protector as well as the mattress We agreed as a courtesy to include everything the customer had asked for The customer then went to the store and selected other merchandise and asked us to cover the difference for the new merchandise that was more expensive We set up the credit for that as well At this time the exchange is set for today We hope to have this situation resolved for the customer today Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Evening [redacted] , We are aware that a mattress cannot be fixed however as previously indicated to you the warranty associated with your mattress requires that a service technician (trained by the manufacturer) submits a report (there is actually a process of determining a defect in a mattress and it involves more than looking at a picture of it) from a service call completed in the environment the mattress resides inIf the mattress is determined to have a defect your warranty offers you full coverage based off the price you paid for the mattress It would really be a shame to grant you some coverage when you could be eligible for full coverage within the warranty guidelines Again, we are willing and able to help you with the mattress concern and just need to schedule the technician to your residence for a service callThe manufacturer requires a report from our technician and this was completely disclosed to you at the time of purchase via the policy conveyed on our sales receipt (please note that this policy is normally signed as agreed to by the purchaser during the sale) Your rejection of our intent to help you get full coverage saddens me as we are only trying to get you the most coverage possible- that in itself is the definition of good customer care We are genuinely very sorry when our customers experience failures that result in any amount of unintended inconvenience and we stand by the quality of our merchandise and the integrity of our entire organizationPlease don’t ignore the fact that the internet contains a small percentage of complaints which stay on foreverWe take great pride in the reality that on a daily basis we maintain a vastly larger pool of customers who are completely satisfied with their merchandise and their experiences with us overallOur customers, our ability to recognize our failures and take ownership to make them right have allowed us to become the 15th largest furniture chain in the U.S Kindest Regards, Stephanie G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon BBB, We are certainly very sorry for any and all inconveniences our failures have caused our customer to experience. We do thank our customer for escalating this concern so that we may use this posting to accurately address the coaching concerns we clearly have within our... organization. I was able to locate two different accounts for this customer and based on the account(s) status as well as the information provided in this posting I believe our business has properly rectified all the concerns the customer has communicated in this mediation channel. If there are no further concerns that the customer would like to communicate thru this channel we consider these concerns closed as resolved at this time. Kindest Regards, Stephanie *. G [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] . I have been able to reach out to someone in the company and everything was able to be adjusted. I am happy with the outcome and I thank you for your help. Sincerely, [redacted]

Good Afternoon BBB- Due to the immediate nature of this complaint, we have reached out to the customer directly to discuss our offer of resolution. The customer has accepted our offer and may reply to the BBB mediation service with their decision. We thank the BBB for bringing... this to our attention. Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Afternoon [redacted] , I’m sorry to hear that you experienced any further failures from our company and I apologize again that your refund from the ‘Acceptance Now’ company took so long for you to receive back I completely understand your reasons for posting about your negative experiences via the Revdex.com website and I truly wish I could undo what has been done to cause us to loose your trust If we ever do get the chance to serve you again please feel welcome to reach out to me directly by email at [redacted] and I will personally do everything in my power to make sure that your scheduled delivery goes according to plan Sincerely, Stephanie G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

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 us We have the exchange scheduled for Saturday We will be able to offer compensation once the exchange has been successfully completed We do normally offer compensation in the form of a Bobs gift card, in the case of this account I will make an exception and note that the customer can be offered the compensation as either a Bob’s gift card or as a refund to the original credit card used for the purchase Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

Complaint: [redacted] I am rejecting this response because:First off they never told us they are out of their service area for the Goof Proof ProtectionThey had us take photos of the damage on the recliner and submit the photos for reviewAfter going back and forth with them for weeks trying to get a response to how they were going to handle repairing or replacing the damaged recliner we were told that the damage wasn’t a manufacturer defect based on their determination of the pictures sent to themThey then advised us to contact the Goof Proof protection department ( [redacted] ) to file a claimSo if they knew we weren’t going to get this resolved why did they give us information to move forwardI have emails from them telling us to go through Goof ProofFurthermore I have other furniture that also has Goof Proof protection that we were charged for that hadn’t been refunded backAs far as the delivery service we did in fact make arrangements on past orders to pick up ourselves at their store to save money on shipping chargesThe fact of the matter at hand is I have a recliner less than a year old from them with damage and Bob’s isn’t doing anything to get this resolved and we are stuck with a defective chair no matter how you look at it Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:Kindly provide evidence that the check was processedThis was cancelled on If said funds are not received by a lawsuit will be forthcoming for everythingI have become extremely upset in dealing with Bob's This is extremely adverse to my health!!!! 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 [redacted] *** *** 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 The tech that was to the home deemed the piece to be wear The set has been in the home being used, for over three years The piece is in poor condition, very stained The tech found no manufacturing defects We have reviewed the past services and the techs pictures and found his assessment to be accurate We are not able to offer any resolution on this merchandise We understand that this is not the answer that the customer is looking for We are only able to offer resolution on manufacturing defects Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with us Any delivery failure is unfortunate but when the failure affects children it is especially hard It does appear that this was a misunderstanding on the part of the sales associate Due to that error the order has been approved for pickup for refund I see that this customer has spoken with my colleague and it appears the customer has been scheduled for the merchandise to be picked up from the home on Once the pickup is completed we will be reaching out to accounting asking the refund be released to the credit card 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

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, so long as they also pick up the damaged loveseat and I don't have to pay anything out-of-pocket for the replacement Sincerely, Rob D [redacted]

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with us Regretfully I am unable to locate any account information that matches this consumer’s complaint within our internal records I have looked under the name, phone number, and address provided here and can not locate any account Can you please ask the consumer to verify the invoice number (order number) associated with their purchase so that I can proceed in assisting on this complaint further? They can locate this order number via the sales receipt provided at the time of purchase If the invoice number is unavailable please ask if the customer can provide the alternate phone number or customer name that may bring up their account records We ask that the customer responds to us thru this Revdex.com channel so that your efforts in mediation assistance are not wasted Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Dear Revdex.com, We are very sorry that the customer is not completely happy with the purchase made The purchase was billed to Wells Fargo Wells Fargo policy is that the customer is billed only for what has been delivered into the home The pieces that were refused and sent back on the truck will not appear on the bill, there is no refund necessary The customer called in for a “same day add on” We were able to accommodate that request, but we are not able to assign a timeframe The tech is an independent contractor and it is at the service company’s discretion as to what stop on the route it is added into We can not negatively impact other customer’s timeframes with an add on The request for the same day add on was sent at 954am This was accepted and the policy explained to the customer at am, the customer confirmed at that time they would be available all day At about the customer called back in asking for a timeframe when the tech would be there When it was explained that we could not give a timeframe for the same day add on, the customer choose to cancel and reschedule We would not be able to offer any other resolution until a technician has been to the home to inspect the piece Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com, As of today – 1.30.2016- I am not certain this customers desired settlement remains the same Our records indicate that they have an even exchange scheduled to take place on and have also arranged to purchase (and pick up) an additional item from us that matches their original living room set Our records further depict that we have provided our customer with compensation (multiple compensations) and I am confident that any sales communication concern was addressed by our retail management directly Our business is currently looking forward to the exchange scheduled for and we thank our customer for working with us directly to address their complaints Kindest Regards, Stephanie [redacted] G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry that this customer remains dissatisfied The technician is not an employee of Bob’s We have a contract with a service company; the tech is a contractor for that company He does not have any reason to give reports He reported the damage was not a manufacturing defect This level of damage did not just occur over time Someone had to land on that front rail with a lot of force or a lot of weight to cause that level of damage Bob’s is only responsible for damage that is the result of a manufacturing defect We are very sorry we are not able to offer any resolution Sincerely, [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon Revdex.com- We are very sorry for the delay in the refund The internal error was identified and the new credit was released on at 8pm to the [redacted] account Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture