Blue Ridge Travel

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] ( [redacted] is 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 exclusions Revdex.com: Please note and take into consideration: The customer’s account shows that the delivery of the chairs took place on 02/15/ and the customer agreed to purchase a part for repair from the vendor directly on 05/18/As the remaining coverage available on the item was explained at that time (almost five months ago) and the customer completed the transaction of paying separately for the replacement part I cannot determine how it would be at all appropriate for the terms of the purchased protection plan to be called into question now (nearly five months later) The current concern of “discoloration” is not covered by Goof Proof (unless there is an accidental occurrence that caused it), nor Bobs, given the amount of time the merchandise has been in the home Was there a particular incident that caused the discoloration? Is the entire item discolored? Can the customer submit photos of the chair? When did the discoloration begin/occur? Bob's Discount Furniture prides itself on standing behind the merchandise we sell, in the event of a defect- however, to remain fair to all of our customers there are some scenarios where recourse is not an optionThe customer’s answer to the above questions will help to determine, what recourse, if any we may be able to offer Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Estelle and Revdex.com, I sincerely apologize for the inconvenience the availability of your part order has caused youI can understand your frustration I truly wish we could get this merchandise to you sooner than the current scheduled date of the end of May Parts are ordered directly from the vendor, they are not something we keep in stock This particular vendor does have an estimated ship time of days As we do not manufacture merchandise ourselves, we are forced to rely on our vendors to ship parts when necessary We do always offer parts first, but that is not the only option available to us If you still wait for the part order, we can offer to compensate you for the length of time you are waiting to have the set corrected I understand if you are unwilling to wait, we will offer to exchange the chaise As this is outside of our policy please reply to the Revdex.com mediation site which option would best suite you Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Complaint: [redacted] I am rejecting this response because: DID YOU READ MY FIRST COMPLAINT?! I said the second couch does the same thing as the first! I called the store and the manager told me to go to [redacted] and buy something to put along the bottom to secure it! Come pick up your faulty couch before it hurts someone! Sincerely, [redacted]

Good Afternoon Revdex.com- We are very sorry the customer continues to be frustratedWe will not be able to complete delivery on a piece we no longer have We are not able to refund the money due the customer until they reach out with the original credit card used We are sincerely sorry that the customer is not able to get the piece they requested Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

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 I will call in for an “account review for compensation” according to the company's recommendations "We absolutely feel that this customer is entitled to compensation for the delay in having this concern correctly rectified." Sincerely, [redacted]

Good Morning Revdex.com- We are very sorry that this mattress did not live up to our expectations Our mattresses have the best warranties in the business; it is very rare that one of our mattresses fails We certainly can offer to replace the mattress as it was clearly defective We do not offer refunds on any merchandise delivered into the home The reselection is in the system and the customer can go back to the store to reselect to a different mattress or we can exchange for the same mattress If the customer wishes to have the same mattress delivered they can call customer care any time to set up the delivery, if the customer wishes to go back to the store to look at our mattress selection, the credit is in the system for the reselection We are very sorry for the issues with the delivery team It does sound as though they may have been a new team, we apologize that the delivery was not completed to the customer’s satisfaction It is not normally the team’s responsibility to put on the bed protector for the customer, but is certainly something we can do We ask that when the customer schedules the new delivery, he asks that to be noted in the delivery comments, so the team will be prepared for this task Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with usWe have attained the photos the customer submitted to Guardian There appears to be very distinct damages located on the table top While Guardian would not consider every bite a customer takes to be a separate incident, moving a hot plate that had burnt the table to another spot on the table would not be considered for a claim Once the customer saw the first damage, leaving the plate on the table to cause more damage would be customer caused That is no longer an accident If the customer had removed the plate and the table sustained a single damage only, that would be an accident Damage to a table top is not repairable by one of our technicians The entire top would need to be sanded and re-stained and re-finished We would not be able to offer that optionKindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here

Good Morning Ms [redacted] ,Thank you for choosing Bob's Discount Furniture for your bedding needs! In the event the first mattress you select is uncomfortable, you may return it and reselectOur mattress satisfaction policy applies to the mattress only and reads as follows on your sales invoice;MATTRESS SATISFACTION POLICY Our goal is to do our best to ensure that you are happy with your mattress purchaseIn the unlikely event that your mattress has a factory defect, we will replace it during the stated manufacturer's warranty periodIf you are unhappy with the comfort of your mattress after having slept on it for thirty (30) days, please call our Customer Care Center at ( [redacted] within sixty (60) days of your delivery and one of our representatives will arrange for you to make a onetime re-selection on your mattress onlyFoundations within the same manufacturer are not included in our Comfort Assurance PolicyWe will charge or credit you for any price difference between the original and the re-selected mattressesCredits will be issued based on the original method of payment via the guidelines stated aboveWe will charge you our prevailing re-delivery fee to cover the costs of delivery for the re-selected mattress and piof the original mattressIf you do not re-select another mattress, we will refund the full purchase price less our prevailing delivery feeOn March 27, you purchased the [redacted] mattress and foundation as a set for $799.00; the mattress price was $and the foundation was $When you requested to return the mattress on April 29, 2015- you were given a store credit for the full value of the mattressSince you reselected to a more expensive mattress you were responsible for the upgrade cost as well as taxI have attached copies of your original sales invoice as well as the pending sale.In regard to the assembly of the bed, I will be happy to schedule an assembly service to correct any issues you are having with the setup of the bed frame.Thank you, [redacted] **

Complaint: [redacted] I am rejecting this response because:I did contact the manufacturer and was told by the manufacturer to contact bobs regarding having the defective bed removedI no longer wish to keep a bed in my home with small children and pets that can electrocute people based on an assembly flawIm not satisfied with having a technician come out to repair it, I would like the faulty furniture picked up and my account credited the full purchase price Sincerely, Heather Purdy

Good Morning BBB, We are sincerely sorry that this customer is missing items from the home and that the team running early inconvenienced them, they certainly could have called into us to report they were not ready and we would have instructed the team that they had to wait until the... timeframe given. We do see that the customer reported to us on 7.11.16 that they were missing items from the 6.25.16 exchange. As this exchange was of a bedroom dresser and mirror, it is feasible that the items might have been left in the dresser at the time of the exchange. Unfortunately, when merchandise is removed from the home it is incinerated, we would not be able to retrieve it three weeks later. We would not be able to offer any recourse on this complaint. Kindest Regards, Tracy S [redacted] Bobs Discount Furniture, Corporate Customer Care Liaison

Dear BBB, We are very sorry for the failed deliveries that left this customer frustrated. We are not able to offer compensation for lost wages. To be fair across all customer demographics we offer compensation based on our delivery failures only. We are sorry the... customer did not feel the offer was fair. We do feel the amount offered was correct for this account. In an effort to try to make this right for this customer, we are willing to offer the compensation as a refund to the [redacted] account used for the purchase. If the customer would like to accept, please do so through the BBB mediation site. Once offer is accepted we will write up the refund to [redacted] and email the customer directly the refund receipt, as it contains confidential information. Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry for any confusion The customer was set up for an exchange on and the paperwork has been waiting for the customer to call back and schedule the exchange to be completed We ask the customer to call customer care or the store at their earliest convenience to schedule the exchangeSincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon BBB- 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 made in July 2013 and at that time the customer purchased the option of ***... [redacted] Plus. This warranty 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 warranty 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 misuse or abuse of the merchandise. We scheduled our service technician to the home 7.14.2016. That technician did not find the damage to be manufacturing in nature. Stating that the damage is not manufacturing in nature does not mean it is being blamed on the customer. Accidents happen, that is why customer’s purchase [redacted] ***. If this customer is aware of how the damage occurred and when they can certainly utilize the [redacted] accidental damage protection plan. I have attached a copy of the handout the customer was given at time of purchase, for their review. Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Complaint: [redacted] I am rejecting this response because: please read the complaint...a verbal quote with all taxes AND Delivery was provided to my wife and she forwarded the information to me (Confirmed by the sales person) who put me on hold and increased the price by $300...bait and switchSpoke with [redacted] MANAGER Johnathan P***....who assured me he was "out infront of this....AGAIN...never heard back...sound like a problem? Classic bait and Switch tactic with retail outlet stores Sincerely, [redacted]

Good Afternoon Revdex.com- We are very sorry for how long this resolution took We are glad the store was able to assist; I believe the issue may have been the customer care representatives not understanding what part was needed At this time we hope that the delivery has been completed and the customer is pleased with the merchandise in the home Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

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 detailed message, we hope 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

Complaint: [redacted] I am rejecting this response because:I did not use the plan once before In fact, [redacted] REFUSED to service me after my initial request because I wasn't sure how the table got damaged and I had to FIGHT with my salesman at Bobs to get someone from the store to fix the problem I want my $back Maybe this would be best settle din small claims court In any event, I will make sure NEVER to shop at Bob's again You suck at customer service Bobs Really and trulyI have never experienced such nonsense Sincerely, [redacted]

Good Afternoon Revdex.com- We are very sorry that this delivery was not completed There are areas that are extremely difficult for us to complete deliveries The team was not able to find any place to parkWe certainly did not want to lose this customer or this sale We did make several attempts to complete the delivery, but we were unsuccessful Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Complaint: [redacted] Revdex.com:I tried calling Stephanie back last week and there was no answerI left a voicemail, but have not received a call backSince filing this complaint, I have received my bed frame, but I still have not received a refund for my delivery chargeThe status of repairs done to damage during delivery is halted as I wait for the property management company to give me a quote for the repairSincerely, [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 9/16/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 There is no aspect to this coverage for preference Please see attached photos the tech took They show that the piece is made with unattached back pillows The customer has stated to the tech and also to Bob’s agents that they are concerned for the child jumping on the pieces and getting hurt We are very sorry, that is a concern but it is not a manufacturer’s defect The customer chose a set with detached pillows There is no defect, no design flaw It is made with a wood frame that you cover with pillows, as seen in the pictures We did, as a courtesy, order extra pillows from this set, to try to add padding for the comfort of the family Those courtesy pillows have already been sent to the customer Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here