Blue Ridge Travel

Complaint: ***
I am rejecting this response because: if you look closer at the purchase date you will note that my item was purchased less than months ago , NOT over one year ago!! Second, my next action will have to be a legal one in nature since two companies , meaning Bob's Furniture and the Revdex.com are unable and unwilling to help me . The funny thing is I lived in my current home over 27yrs and never had or have seen a bed bug until I purchased my bedding from BOB'S FURNITURE less THAN MONTHS AGOI am extremely disappointed since I never asked for anything more than a replacement bedI never asked for a monetary amount, never asked for the cost of extermination, just a replacement bed!!
Sincerely,
*** ***

Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their delivery experience with us
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with *** to
rectify
the situation and reach a satisfactory outcomeWe have an exchange set up for 6/24/
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***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Revdex.com,
Please pass on our apologies to
the customer for the inconvenient nature of this complaint and the concern we
can acknowledge it is causing them to experience
Our records indicate that this
mattress was received into the home in January of Several months
ago
(July of 2015) we spoke to this customer regarding this concern as they filed
with another complaint agency, below is a portion of the report provided to us
from this alternate agency:
“Caller
stated that she discovered that there was mold on her mattress when her
grandchild accidentally wet the bedShe is not sure how long the mold had been
there because she has never lifted the mattress.”
The Bobs warranty on the mattress provides coverage for factory
defects, our business sent a technician to the residence on 06/16/to
inspect for any factory defects and his report indicates no factory defects present
Due to the occurrence of mold stemming from an accident that
happened in the home and far beyond any control of our business (as the
furniture retailer) we are regretfully unable to provide recourse for this
concern
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are sincerely sorry that the customer is dissatisfied with their purchase. The cabinet was discounted at a rate of 50% off regular retail price. As the customer stated in their complaint, there was a box, sealed, containing the parts. If the box was sealed,
no one in the store would have any way of knowing what was or was not in the box. It was clearly explained to the customer what the policy was prior to the sale being completed, it is also printed on the sales order where the customer reviewed and signed No Service, Warranties or Returns The parts are expected to be shipped to the customer in month, not two or more. This vendor does normally fulfill part orders in 3-weeks. Unfortunately, the customer had the opportunity to open the box and check for the parts prior to making the purchase. We are unable to offer any other resolution beyond the part order the customer already placed. Sincerely, Tracy S*** 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 *** and find that this resolution is satisfactory to me
Sincerely,
*** ***

Good Morning Revdex.com,
We apologize that this customer is so unsatisfied with our return and
cancelation policyWe try very hard each day to honor our customer’s requests
to the best of our ability while still seeking to balance the needs of our
business The last page of the sales
invoice, which is signed by the
consumer prior to leaving our retail location, has clear and concise
information regarding our refund and cancelation policies
The first line listed under ‘Refunds and Cancelations Policy’ indicates why we
are unable to take back the power bed bases. Furthermore, in this
customer’s scenario we have fully honored the ‘Mattress Satisfaction Policy’ we
expressed (whether it is by written and/or verbal confirmation) at the time of
salePlease note that as the power bases act as the mattress’s foundation it
can also be concluded by most third party views that we list these as not
eligible for return within the ‘Mattress Satisfaction Policy’ (I have
highlighted and underlined this point for your review)
REFUNDS AND CANCELLATIONS POLICY
You may request a full refund on orders
for stocked merchandise at any time up until the time we deliver the
merchandise to you or until you pick it up
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 ###-###-#### 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 Policy
We 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 fee
This customer does have until 7/28/to request a comfort reselection on
the mattress if they choose
As a business we have not failed this customer, we delivered the merchandise
that this customer selected in the condition we promisedOur policies are
clearly notated on the documentations the customer was provided and we respect
the authority of these policies and procedures in honor of keeping all
resolutions fair and adequate for all consumers alike
We do appreciate the mediation assistance of the Revdex.com and apologize to the
customer again that we have no further recourse to offer relating to this
concern
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison

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 made
in October and at that time the customer purchased the option of *** ***
*** Please see attached flyer
given out at time of purchase, which clearly shows the types of damages that
are covered
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, ***. *** 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.
*** has accepted the claim on the piece regarding the
pet urine stain. This is absolutely considered
an accident. The moving damage is not
considered accidental. The customer
called into *** and explained that they had to make two attempts to bring
up the sofa because it was getting stuck.
If the customer saw there was potential for damage and forced it up that
is not accidental. That is a
choice. *** has set up for a
technician to come to the home to repair the damage from the urine
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good Morning Revdex.com-
We are very sorry that we were not able to
complete the delivery and set up for this customer. That is not the experience we would want any
of our customer’s to have. We have
checked on the refund, it has been processed correctly and released to
the
customer’s Visa card. We are sorry we
lost this customer’s trust.
Kind Regards,
Tracy Sanborn
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com,
While we apologize to our customer for any disappointment they have experienced
while using their protection plan this dispute is in relation to a claim for
service through an entirely different business (*** *** ***)
*** has the right to deny
claims for coverage under their own guidelines
and has presented enough evidence to us to support the claim being denied
While we truly wish we could, we are unable to force another business into
overturning a claimThe customer
reported that the damage was done during the use of the piece; this is
not an accident and so was denied*** responsibility under the *** *** protection is only for accidents.
Bobs Discount Furniture’s responsibility under the *** *** Plus Plan
purchased relates to concerns of manufacturing defects (this is outlined on
several pieces of documentation provided at the time of sale) and this damage
is believed to be related to a defectI have ordered two stretchers to be
delivered to the customer’s home. We do
have to order these directly from the vendor, so the customer can expect to receive
these in about days. If this customer
wishes to have a tech to the home to install the stretcher, once the part is received,
the customer can call in to schedule an installation.
We apologize for the lack of clarity on the *** *** insurance, and which company covers what.
If the customer reported that the chair was broken because someone
tripped and fell on it, then that would be a claim to submit to ***, if it
is not an accident, or the customer is not sure, they should call us.
Kindest Regards,
Tracy S***
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 delivery 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
I see a desk that was picked up in January and the Greyson set that has not
been delivered. I do not see any
comments that you have called or have reported any damages to customer care ###-###-####
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 original delivery
address for this merchandise or any alternate phone numbers 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 excellent mediation assistance are not wasted
Kindest Regards,
Tracy S***
Bobs 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. The customer has accepted our offer and will
reply to the Revdex.com mediation service with their decision. We thank the Revdex.com for bringing
this to our
attention
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good Morning Revdex.com-
Please pass on our sincerest apologies for the
inconvenience this has caused our customerWe can certainly understand the
customer’s frustration
Obviously correct procedure was not followed in this delivery. We are very sorry that this customer had to
endure a
failure such as this. It does
happen quite often that team’s go to a customer’s home and the customer is not
there. We have a procedure in place for
these instances. The agent is supposed
to confirm that the team is there inside of the timeframe given and then call
all numbers on the account then if we have not reached the customer, we can
take a description of the customer’s home.
The agent called the main number on the account and took the
description. We have followed up with
both of the supervisor’s for the team and the agent as both failed to perform
their jobs correctly.
At this time it appears that the customer is reaching back out to ACCEPTNOW to
discuss the merchandise on the order. We
are very sorry for the issues this customer has experienced; there is no excuse
for these failures.
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison

Good Morning ***,
I apologize for any confusion present with your open PRBD
(Protect-a-Bed) claimIn seeking more information about your denial claim we
have been informed that your claim thru this company is in fact being handled appropriately
and is in a state of process, not
denial
The PRBD service manager has submitted an email to us that
was sent to ***.com outlining
the next steps in the process of this claim (I.Esending back the damaged
protector)
We again apologize for any confusion that may have been
present and encourage you to continue to work with PRBD directly for resolution
on this claimAs per documentation provided to us we stand behind the fact
that at this time PRBD is addressing your claim adequately
Thank You,
Stephanie G***
Bobs Discount Furniture
Customer Care Corporate Liaison

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I would also like to add that I very much appreciate how Stephanie replied quickly and was very kindI appreciate that this was resolved quickly and exceeded my expectations. Sincerely*** ***

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

Complaint: ***
I am rejecting this response because:i still disagree with what they have to say there is no explanation or reason as to why it took this long and this many attempts for them to fix a problem and how nasty they have treated me as a customer and for them to say they have no obgauation to compensate is complete out of line I can understand if it has happened once and they fixed it the next time but to have take this long and to continue to do nothing but send out garbage quality furniture is not my fault they need to just own up to the fact they have made huge mistakes and send a formal apologie and credit of $in the from of cash or check to fix the problems they have caused I have no use for a gift card for there business I need to pay for my stuff and can not do that with a gift card the need to own up to there mistakes plain and simple
Sincerely,
*** ***

Good Afternoon Revdex.com,
While we apologize to our customer for any disappointment they have experienced
while using their protection plan this dispute is in relation to a claim for
service through an entirely different business *** *** ***
In an effort to ensure our
customer’s claim was handled fairly I was able to
obtain the denial reasoning and photos of the damage in reference to this
claim
Please see attached photos provided by *** from the denial. I was advised this was denied as it was not
consistent with the description of how this damage occurred. This was reported to *** as “Her kids
sat down on the furniture causing the damage”
*** has the right to deny claims for coverage under
their own guidelines and has presented enough evidence to us to support the
claim being deniedWhile we truly wish we could, we are unable to force
another business into overturning a claim
Bobs Discount Furniture’s responsibility under the *** *** *** ***
purchased relates to concerns of manufacturing defects (this is outlined on
several pieces of documentation provided at the time of sale) and this damage
is clearly not related to a defectI apologize again that we have no further
recourse to offer this concern directly at this time
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is completely unsatisfactory to meHowever I have Meether the time nor patience to continue to dispute this when they very obviously have no intention of providing good customer serviceLong story short, they sell sub par furniture and you get what you pay forTherefore, I have learned to be aware as a buyerThey have lost me and everyone else I know as a customerI plan to go online and post reviews based completely on the truth of my experience.
Sincerely,
*** ***

Good Afternoon Revdex.com- We are very sorry for any frustration the customer is feeling. The depot has advised us that they have reached an agreement and customer has accepted a settlement The check is being issued next week. We are very sorry for any delaySincerely, Tracy
S*** 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 ***, and will accept this resolution under protest 01/24/
Sincerely,
*** ***