Blue Ridge Travel

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

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

Good Morning Revdex.com- We are very sorry that this chair has failed our customer We have spoken with her directly and have offered her options The customer can respond to us directly or through the Revdex.com mediation channel when they have decided how they would like to proceed Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

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 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 do no longer want to continue the relationship with Bob’s We are sorry that we have failed so many times 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 There is no reported offer for picking up the merchandise for a refund If this offer has been made to the customer can they advise us as to who made this offer, or when the offer was made? All of our calls are recorded, so if we can verify this offer we will stand behind it We do see a pending exchange in the system The notes indicate that the store has reached out to this customer several times to discuss options and compensation 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, 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]

Good Afternoon Revdex.com- We are very sorry I am not sure who the customer is referring to I did not receive any message from the customer The delivery was completed I don’t show notes that the customer has reported any further issues When I read the customer post, the delivery had already been completed They were given all of their options at the store Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

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 Morning Revdex.com, Please pass on our sincerest apologies to our customer, we absolutely acknowledge our customer’s frustrations with us and take responsibility for the lack of care they feel their concerns have been addressed with We have interacted directly with this customer since their Revdex.com posting, the current account information I can locate reflects the following: The incorrectly delivered dining room item concern was resolved on The paperwork to have the damaged table top replaced was arranged on the same date of the service call (12.30.2015) however it remains unscheduled for delivery and on a ‘waiting on customer’ status As availability for delivery dates are based on sales happening in this customer’s area in real time today we ask that the customer contact us directly to receive the available dates of delivery we have for this table toWe are currently unable to accommodate delivering it on the same day the rug is currently scheduled for The rug is scheduled for delivery on During our conversation with the customer on our records indicate that the customer advised us that they would continue to put reviews up about our organization unless we agreed to one of their requestsIn response to these requests we advised the customer that regretfully 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 now We did offer the customer an immediate compensation accommodation ($refund of delivery fee paid), which the customer accepted with the understanding that they would wait for the kitchen island to come in for deliveryWe did also offer to work above the policies stated on our sales invoice and remove the dining room furniture for a refund should the customer be unable to wait for the island to become available; however the customer’s account reflects that they happily chose the accommodation compensation offer from us on and this refund has been processed to the financing account used for this purchase Please know the customer is still able to cancel the kitchen island at anytime and receive a refund (as stated on their sales invoice) and we have proactively worked above and beyond in an effort to make any communication failures and/or product concerns right by this individual customer At this time the exchange for the table top remains opened and unscheduled and we look forward to speaking with the customer directly to get this delivery scheduledWe apologize again for any unintended inconvenience the wait time on the kitchen island continues to cause our customer and pledge to them that we remain just as disappointed as they are that we have not been able to fulfil their entire order

Good Afternoon Revdex.com- We sincerely apologize for the delay in having this concern rectified We have set up a return authorization for the [redacted] pieces in the home Return authorization [redacted] is active now and will be active until 1/22/ The customer should advise the store they have a return in the system, the store will provide the further details to the customer and schedule the delivery of the new merchandise with the return of the [redacted] set There will be no charge for this delivery As Goof Proof plan allows for a one time replacement only, this would fulfill that plan Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon Ms [redacted] , Thank you for choosing Bob's Discount FurnitureI have researched your account and apologize that the power lift chair and goof proof plan have failed to meet your expectations.Our records indicate that one of the chair motors was replaced in May 2013, after our technician confirmed that the motor mounts were defectiveThe part was replaced under the manufacturer warranty not the goof proof planFast forward to your recent claim May 2015, our technical visited your home after you reported that the chair would not liftUpon inspection the technician indicated that there was a short in the remote and it would work off an on when he shakes itAccording to the comments from the day of service you indicated that you sat on the remote and believed that it began to malfunction after that incident and assumed that your goof proof plan would cover the repair or replacement of the remoteGoof proof is designed to provide coverage against most common types of in home accidental damage however, the remote is considered an accessory/hardware, which is not covered.Given the date of delivery, expiration of the manufacturer warranty (against the remote) and cause of damage, you would be responsible for the cost of the part as well as installation however, Bob's Discount Furniture appreciates your business and as a courtesy I will place a $credit on your account which you can use toward the purchase of the $remote and we will install/program, at no charge.I apologize if you believe the plan was misrepresentedI have attached copies of the goof proof plan as well as the manufacturer warranty Thanks [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, [redacted] I do want to verify thought that I am not going to be charged for the service call AT ALL They had said to me that they wanted me to pay half and they would pay the other half I do not agree to that I ONLY AGREE AND ACCEPT IF THE SERVICE CALL IS NO CHARGE TO ME

Good Afternoon Revdex.com, Please pass on our apologies for the inconvenience our sales failure caused our customer to experienceWhile we can certainly acknowledge the frustration this concern has caused our customer the service of delivery paid for was completed successfullyOur responsibility to our customer is to make the failure we caused right, thus honoring our original promise to deliver them the product that they selectedWe made our mistake right and the correct merchandise shows as delivered on Albeit the wrong color, the customer was not left without furniture to sit on in the interim it took for us to correct this selling mistake and had the customer made us aware of a need for a special delivery accommodation (date or time frame request) I’m certain that our Customer Care Team/Routing Department would have worked to honor the request being made made 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 writing an order incorrectly is 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 provide a package of 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 outlet locations as our free gift of apology with use of a gift cardYes, there are plenty of items available for $or less and the amount in which any business deems fair and adequate to compensate a customer is the internal discretion of that business We apologize again for the failure of our sales person and can upgrade our Bobs Discount Furniture Gift Card offer to $

Good Afternoon Mr [redacted] ,I sincerely apologize as my previous response was not meant to anger youThe information documented in your account was different than the information posted in Revdex.com complaint however, I was not calling you a "liar" and apologize if my response made you feel that wayRegardless of the facts, we failed you as customerI am pleased to learn that we successfully delivered the tables on June 2, As a result of your experience, I have processed the necessary paperwork to refund your delivery fee; the credit will be applied to the [redacted] finance account within 10-business days.Again, I apologize for the experience and service you have receivedYour business is greatly appreciated.Thanks, [redacted] **

Its clearly understandable that I made a mistake by signing the form and wasn't aware of the fact that I could still cancel my order and/or pickup once already paid because of your no return and exchange policy.You had the pieces on the saleHow could you have pieces, when I bought one sofa and one love seat? There was no recliner seat for its set available at that store so I was sure about the price I was asking forPlease don't say that its deeply discounted off the original priceWe all know, Its that way because either it was returned due to the manufacturing defect, poor customer service which is the fact and I can see that very clearly or something else so these were not a brand new pieces so you have to lower the price to get rid off and I also made a huge payment its not $or $sale priceIt is little torn from the side too while your loader was loading into the truckI could see how they were dragging these pieces even though they were using dollyThey also used these furniture piece, to open up the internal door in the loading dock I realized the damage after getting this piece at homeI am very surprised with the fact that the corporate office could see what I have signed and explaining me the policy and I do accept that as well but ignoring the concrete details about the worst customer service, ignorance and that rude behavior I have faced at your store not only by the sales associate but your store manager Carlos.I do understand your policy and willing to keep the furniture as I have no choice but I strongly don't accept the poor customer service that I have received by the store managerHe simply made me feel very uncomfortable, embarrassed in front of his staffOther side I was very calm listening to what he talked about.I was hoping to get some good resolution from the corporate office but now I am highly dissatisfied and would never ever purchase anything from Bob Discount store again Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

Good Afternoon [redacted] We are sincerely sorry for the multiple deliveries, damages and poor service you have received There are several issues to address in this complaint The refund for the sleeper has been processed [redacted] does routinely take billing cycles to post a credit to a customer’s account If you reach out to them and let them know the main piece was returned they may be able to make that adjustment more quickly The TV chest that was reported on the property claim, is that the new piece delivered on May 7th by us, or was it an existing piece in the home? If it was our piece we can certainly offer that to be exchanged or if you do not want it exchanged, we can discuss an appropriate discount We have reached out to the depot management and the property claim is open, the depot will be reaching out to you to discuss We are very sorry for the overall experience you have encountered I can honestly state this is the exception not the rule I can see several issues that were not handled correctly I am so sorry that we have failed you Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Complaint: [redacted] I am rejecting this response because: This response is not accurate We submitted photos and estimate TWICE different people from Bob's "home damage claim dept" contacted us We sent them twice We most certainly didn't just say to them "pay me $100" We were hoping that Bob's would have admitted they were wrong and just do the right thing and take care of our damage but no, they have to try to put the blame on someone else It was there employees who contacted us for pics and estimate It was not a trucking company as they claim All we want is a peaceful settlement to this matter We want Bob's to accept responsibility We can't believe they are willing to damage their reputation for something so small Bob's should have just paid the claim and then pursued the matter with this trucking company on their own Also, we find it hard to believe that they do not own the trucks Sincerely, [redacted]

Good Afternoon Revdex.com- Please extend to this customer our sincere apologies They are absolutely correct in what they have stated The paperwork was created incorrectly and sadly every time she called in, no one noticed Thankfully when she spoke with [redacted] on 3/21/ she caught the error and corrected it I received confirmation from our accounting department a few moments ago that this was corrected and the refund was released to the customer’s credit card company I would like to offer to refund this customer an additional $as an apology for this delay I have created all the necessary paperwork for you in advance in an effort to make this as easy for you as possible – please call the store and provide them with the original method of payment MC [redacted] Once this is completed and the credit card number is entered into the transactions the refund(s) should process back to you within 5-business days o Anytime after 10am and before 9pm Dial ###-###-#### o Press the number one (1) on your keypad when you hear Bobs voice o When the office person picks up explain that you are calling to get a refund processed to your credit card and provide them this order number: [redacted] o At that point they will take the credit card information Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Morning Revdex.com- We received this customer’s concern through another avenue The concern has been addressed and this customer is scheduled for the new delivery for 3/9/ Please let us know if there are any other questions or concerns Sincerely, Tracy Sanborn Bobs Discount Furniture Customer Care Corporate Liaison

Good Day BBB, We agree to this customer request to have the offer of $100 refunded to original method of payment which was [redacted] . This has been processed, please see attached 2 pages, first the copy of the refund back to [redacted] , second the page from the [redacted] site showing refund processing timeframes. Thank you for allowing us to work with you for resolution. Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison