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 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 the sales flyer (we provided at the time of sale) I was able to see from photos submitted to [redacted] that this customer is in need of stretchers for the [redacted] Chairs purchased in I have set up a part order for the customer to be shipped free of charge side stretcher and front stretchers This would be denied by [redacted] as they only cover accidents to the pieces and this break was not reported as an accident If there are other issues that may be manufacturing in nature, please submit photos I will make a determination after reviewing photos We at Bob’s are only able to offer parts or a “Best Effort” service for issues that are of a manufacturing nature To move forward please advise the customer that we require a minimum of four (2) pictures (in color) for each item that may be a manufacturer defect - Picture that clearly shows the entire piece (seats, inside backs, arms) - Picture that clearly shows the damage at close range We will review these photos and respond with what, if any, options for resolution we may have to offer this customer Sincerely, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

Good Afternoon Revdex.com- We are sincerely sorry that the customer is having concerns with the bed purchased in February We do see that the customer picked up the merchandise and set the bed up themselves choosing to avoid paying a delivery fee Normally we are not able to offer recourse on scratches, dents and damages like that, as we are not able to see if the pieces came with the damages or were damaged during the transport and assembly For this customer we did offer to exchange the pieces That exchange was completed on We are very sorry that this has been an ongoing concern, we hope that the customers recuperation goes smoothly 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 This matter was resolved I received my check Thank you for all your help with this matter 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 did, however, decide to give Bob's one last chance We are returning both chairs and loveseat that we got to go with them in exchange for something elseI spoke to customer care today and that transaction was approved Thank you for the quick resolution Sincerely, [redacted]

Good Morning Revdex.com, Please pass on our sincerest apologies for any concern our customer experienced during their deliveries with us We certainly do not find it acceptable for any person representing our company to smell of an alcohol substance and I’ve begun personally following up on this complaint to ensure the appropriate internal action is taken Regretfully we are unable to determine if the measurement of someone’s home or entryway will fully accommodate the size and delivery specifications needed for the furniture selectedWe remain proactive in communicating this as a consumer responsibility via the trifold we provide at the time of purchaseWe offer the best value prices for the product we show and we have always charged the service of delivery as a separate fee from the product itself to remain as transparent as possible to all of our customers in (currently stores) all of our locations In regards to the bed delivery time we encourage the customer to provide us with further evidence as to how they determined they were guaranteed a time frame of 6:30a -8:00a for delivery We route all delivery stops (approximately 4,deliveries a day) with an estimated four hour window, with only one special exception for a slot called ‘breakfast with bobs’ which is still a three hour estimated window for arrival so the automated contact the customer should have received from us would have detailed either ‘ 6:30am -10:30am’ or 6:30am – 9:30am’Our truck driver shows as calling in the ‘not at home’ result, and we have record of speaking with the customer at 8:08amBy all information I can locate we arrived within our slated time frame window for this delivery We did not deny requesting what our department refers to as a “Go – Back” request for this missed delivery The account indicates that the customer was unable to provide a representative to be at the residence to wait for the team to return to that stopAgain in every effort to remain as transparent as possible with our customers we (in the Customer Care Office) are working in an office and we are not on the physical truck that has the furnitureIt is inappropriate to provide a customer with a possible time frame that the team may return in as we do not know this to be correct informationThere are thousands of events that could occur to delay the team returning to the stop they already arrived to and these events remain beyond the control of our businessWhile I understand the customer’s frustration and their inability to wait for a team to return with no estimated timeframe- we require someone years or older to be confirmed at the residence all day so there is no chance of us returning to miss the customer againWe certainly want to deliver any and all product that is on the truck as returning product can not be sold as new merchandise any failure in not delivering results in nearly a total loss for our business The customer’s account further confirms that they spoke with one of our ‘Social Media Liaisons’ on and as of (prior to our receipt of this Revdex.com Claim -12.28.2015) the customer was re-issued and emailed information regarding their $gift card inquiry We remain very sorry for the poor impression this customer has of our business and relay that we have multiple cash and carry items within our outlet or showroom locations that the customer can purchase and take with them for $or under At this time the sale for the bed has been fully canceled and all refunds or gift card re-issue concerns have been resolved per our records Kindest Regards, Stephanie [redacted] G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry for any misunderstandings The rug was delivered August The rug is covered for five years for manufacturing defects through Bob’s and damage from a single accident through [redacted] I do see that this customer called in to report issues to the rug on During the conversation with the agent, while the agent was trying to ascertain what the damage is and if it is damage that might be manufacturing in nature and we would then send a Bob’s technician or if it is damage from an accident the customer became upset and disconnected the call It is necessary for the process to ask when the damage occurred and how That enables us to ensure we are processing the claim correctly We would expect if a piece was delivered into the home with damage the customer calls us within a reasonable amount of time to report This customer called in damage from delivery fifteen months after delivery If the customer believes this damage is a manufacturing defect they should call Bob’s customer care offices and report it If this customer believes the damage is from a single accident they should then call [redacted] and report when it occurred and how [redacted] only accepts claims that are called in within thirty days of occurrence Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com, Please pass on our sincerest apologies to the customer for the concern they have existingThe customer signed an agreement with an entirely separate company from Bobs Discount Furniture – the agreement that the customer is referring to signifies that it belongs to the [redacted] – not Bobs Discount Furniture I can confidently state that this type of agreement is commonly reviewed with an [redacted] Representative and signed with an employee from that company directlyWe do not train our sales professionals or customer care agents on the inner workings, terms, or conditions of this contract as it is a document that our company is not authorized to manage, update, or change in any way We are unable to approve a return of this merchandise or arrange for a refund of monies that the customer has been paying to the [redacted] Company directly As this contract is between [redacted] and this customer we can not intervene on the customer’s behalf or act as an agent for a completely different company Kindest Regards, Tracy NS [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry that the customer is having an issue with this bed The first technician that was at the home September 21, did determine that the bed was up to standards with no manufacturing defects, he also stated that the issue the customer was reporting was because the bed is on a non-carpeted surface The technician advised the customer install rubber feet, a carpet runner or carpet pad Some of our customers have reported this concern when there is nothing for the support legs to grab onto The support legs only are activated when someone uses the bed They then touch the floor and need a surface that they can grip We suggest the customer try this option as we can not offer to replace a bed that has no damage or defect Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

HelloThis is an update in regard to complaint # [redacted] for Bobs Discount FurnitureAn attempt to deliver the correct piece of my sofa was made this morning, 9/13/This having been a week since it was originally supposed to be deliveredThe attempt to deliver the correct piece has failed, as the delivery team brought on the truck the same exact piece I already have in my houseThe delivery driver advised me the wrong piece was loaded onto the truckIn the delivery drivers words, "you need a Left Arm Facing piece, this is a Right Arm facing piece on the truck." The wrong piece was taken back and now I must wait again for resolution The driver took pictures of what I have in the house and advised customer care what I needThis is the same steps the drivers last week took that obviously did not workI will now be speaking with the store manager again Thank you, [redacted]

Good Afternoon Revdex.com- We are very sorry for the inconvenience that this customer has endured I understand that they were probably very excited to get such a great deal, a huge discount on the piece Then they got to the store and you were told it was gone That was a very unfortunate and unfair position we put them in While I can personally identify with a consumer’s need for an apology outside of making the concern right, we have worked at a higher level to make those requests happenWe have made several very fair offers to this customer, all of which have initially been refused We will stand behind the customer’s choice of the offers that were made to them by our lead Rowan They can accept the $gift card, as they have already been refunded for the sale that was canceled If they do not wish to accept this offer, they can reach back out to Rowan to discuss the other options that were presented to them We will not be able to offer a comparable chair That was a special deal on a floor model It is no longer available We are again very sorry; we have no other recourse to offer this customer Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

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] *** Plus 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 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 everyday use, misuse or abuse of the merchandise Please see the attached pictures that we have included for your review on this claimThese pictures were taken by our technician who visited the home on and explicitly show the damage that this merchandise has sufferedWhile we apologize that our customer is unhappy with the product we are unable to offer resolution when the overall condition and cause of the product’s demise is not the result of a manufacturing defectI truly wish I could offer this customer recourse for her concerns however the pictures speak to the reasons why this merchandise is in such bad shapeThe reasons for this merchandise’s current state are not related to factory defects or a fault of our businessWe apologize to our customer that we are unable to take responsibility for damages that are caused completely outside of our controlTracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here

Good Morning Revdex.com, We apologize that the customer is experiencing any disappointment while trying to use the warranty on the mattress they purchased from us We did send a factory trained technician out to give us a report on the mattress February 27, He reported back to us that he did not see any manufacturing defects on the mattress He reported that “cause and condition: good” I have no idea what he may have said to you in the home, they are there to report the damage or issue, they do not decide on replacements He reported to us that it was with no defects I apologize if you feel that you have been given the run around, going off of that technician’s report we would not have offered any recourse At this time we ask that the customer provide photographic evidence via this Revdex.com channel of the damage If the mattress is bulging or sagging it should show in photos The easiest and most obvious way to show this kind of issue on a mattress is to lay a broom or mop handle across the bed and stand at the foot and take the picture To move forward please advise the customer that we require a minimum of four (2) pictures (in color) - Picture that clearly shows the entire facing surface - Picture that clearly shows the damage at close range We will review these photos and respond with what, if any, options for resolution we may have to offer this customer We will not be able to offer a refund, but if the photos show the damage we will certainly be able to offer a reselection based on the terms of the warranty Sincerely, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

Good Afternoon Revdex.com, Our offices are in receipt of this response as of and are responding on the same day - As indicated in my previous response: I am working directly off the information provided to me via the report provided to our Customer Care Offices from the technician who was present in the home While I acknowledge our customer’s aggression our courtesy offer addresses the basis of this customer’s concern Therefore I have spoken several times about this report throughout all communications I sent through every picture our technician submitted from the stop referenced in this concern I am not a factory trained service professional so regretfully I am unable to answer the inquiry pertaining to how this damage is not a manufacturing defectI accept the fact that our technician’s are factory trained professionals and consequently reinforce the report this professional has provided to me As the customer continues to dispute and/or question the technician’s report the option of accepting an additional service with an elevated level of technician into his residence continues to be illuminated as the most beneficial recourse for this customer We fully disclose via our sales invoice, sales trifold, and Goof Proof Plus flyer that any accidental occurrence of damage should be reported, by the customer, to the Guardian Company as Guardian Protection Products (Crypton is known as their parent company) manages the accidental coverage portion of the protection plan we sell At this time our business is still focused on helping our customer move forwardI am truly saddened that our customer continues to thwart our efforts to proactively resolve this concernEssentially when we have been able to satisfy the customer with other service repairs on other merchandise it is adequate that one would adopt the plausible outcome that spending the proper time with the affected item (which the customer has asserted the original technician did not) would provide a sound and final resolution to the concernWe have made it very clear on several occasions that the caliber of service provided will be delivered from a higher level to ensure our customer’s satisfaction It is my hope that the customer will be able to see the value in our resolution offer and I look forward to being able to help the customer move onward with this claim With great respect: Our option of additional service remains the most fair and adequate option we have available for resolution to this concern and should our customer wish to accept the option of an additional service visit they are welcome to email me directly to schedule the offered service visit at [redacted] Service availability changes by the hour and is routed by geographical location so it is in our customer’s best interest to work directly with us in schedulingShould they prefer to continue to utilize this Revdex.com channel for communication please have them indicate this and I will respond with a list of available dates for this customer’s area Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Liaison

Good Afternoon Revdex.com, We completely understand why this customer feels it is unfair to ask them to wait for this part order, I must say, in this case I agree Our manufacturer’s warranty is very clear that we offer service and parts first If there is an extensive part delay, we can and will offer alternate recourse, in some cases We offered parts, and offered to compensate her if she wanted to wait for the parts, there is a delay in the parts, and we can certainly offer to exchange this for the customer I have created the paperwork for the exchange The customer needs only to call into to either customer care at ###-###-#### or any store to have this exchange scheduled The exchange order numbers are [redacted] We are able to offer Wednesdays, Thursdays and Fridays for exchanges Kindest Regards, Tracy NS [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Complaint: [redacted] I am rejecting this response because: I will do soYour company is the company furnishing the account not [redacted] *** Sincerely, [redacted]

Good Morning Revdex.com- We absolutely agree that this issue has not been handled correctly This customer reported the issue while in warranty If there had not been bad weather, the tech would have gone to the home within warranty We still would have offered parts, as that is what our service policy dictates, but, the part order would be due now Because there have been several mistakes and miscommunications on this customer’s account we will make an offer of resolution We will not be able to extend an offer of refund 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)This paperwork is already in the system, the customer can visit any store and reselect to another piece When this customer goes to the store, the customer should tell the store that they are there for a reselection The store will use the credit to pay for the new merchandise and schedule the delivery and the pickup at the same time As this is a one time courtesy- It should be expected that for any future occurrences of concern, on any other sales order, this individual consumer is agreeing to adhere to the terms and conditions of their warranty coverage and the determinations of Bobs Discount Furniture’s Service ProfessionalsOur Service Policy is fully disclosed on the customer’s sales invoice and provided at the time of sale Courtesy Offer for Resolution: If the customer would like to reselect to a different set we will provide a credit (store credit) of 100%We will waive a new delivery fee as well The delivery and the removal of this Maggie will take place on the same day so the customer will not be without a sofa at any time Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry that this customer has had a frustrating delivery experience with us We have already offered the maximum we are able to offer as a refund Any additional compensation would be in the form of a Bob’s store credit This would have to be discussed after the delivery has been completed We are very sorry for the delivery failures associated with this purchase The delivery is currently scheduled for Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com- While I can personally identify with a consumer’s need for an apology outside of making the concern right, we have worked at a higher level to make those requests happenWhen the error in the timeframe was recognized by the customer, the store reached out to the routing department was able to change this customer from stop to stop I will not be able to fulfill the customer’s request to have the entire delivery fee returned as a credit I understand that the customer may disappointed by this but I do not feel that this single error in timeframe warrants that amount of compensation I will however make a final offer of a Bob’s Ecard in the amount of $ If this customer wishes to accept this offer please reply to the Revdex.com and I will submit the necessary paperwork 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.S Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com- We are very sorry if we did not make our statement clear It is very clear that the email address was not entered What is not known is if the customer wanted the email address attached to their account, if they provided one to be listed on the account If a customer does not provide us with an email, then we can not be faulted that there is no email listed Guardian does cover damage from pet and human bodily fluid They do not cover pieces that have been chewed, as this is preventable We are very sorry that the customer was not aware Sincerely, [redacted] Corporate Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com- We are very sorry for the concerns expressed in this complaint We do see that the delivery took several attempts to complete The customer was offered and accepted compensation for this inconvenience The part order was placed This vendor typically requires about days fulfilling part order requests This order was placed The part should be in this week As far as any additional compensation, we would not be able to offer any additional compensation until the customer is satisfied with the merchandise in the home Once all pieces are functioning properly, no open part orders or service requests, the customer can call into customer care and request an account review for compensation As the customer is already aware, we normally offer this compensation in the form of a Bob’s store credit In this customer’s case, I will notate the account, that once everything is completed, we can offer the compensation as a refund to the [redacted] account Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here