Blue Ridge Travel

I still think I shouldn't have to pay the $delivery fee 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]

Good Afternoon Revdex.com- We are very sorry that this experience has not gone well We do have this exchange scheduled for Friday We can certainly discuss compensation upon the successful delivery We will not be able to offer the amount of compensation the customer has mentioned in this complaint We do offer compensation in the form of a Bob’s Gift Card Once delivery has been completed the customer can call in for an account review for compensation We hope that the customer will bear in mind that as a business we are under no obligation to offer compensation Any compensation that we offer is as a token of apology for our failures only Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

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 meI would want the gift card for $ mailed to my address Sincerely, [redacted] ***

Good Afternoon Revdex.com, 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 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 This customer did file a claim with [redacted] for damages to the sofa and loveseat [redacted] covers accidental damages only This claim was denied as the damages were reported with unknown cause/ origin The customer reported she did not know when or how the damages occurred This can not be accidental Bob’s sent a technician to the home most recently on April 29, This technician reported that the sofa had damages that are not manufacturing defects There are damages that were caused in the home There is a hole in a seat casing, there is a hole on the seat decking that the customer put duct tape to cover, he found the piece is not defective the cushions are up to standards there is no frame damage, but has not been well maintained He did submit photos which support his report Those photos are attached [redacted] covers the pieces for five years If there is a manufacturing defect it comes through Bob’s If there is an accidental damage it goes through [redacted] There is no coverage for wear If this customer would like to purchase seat cores I would be willing to set up a part order at a discount Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Morning Revdex.com, We apologize for any disappointment our customer is experiencing with the reclining chairThe chair that was picked from our warehouse and loaded for transport and delivery on was a factory fresh model direct from the manufacturer of this chairThere is absolutely no indication or evidence to support that this customer received a floor model of this chair The records associated with this chair show that we were out on a service call at [redacted] approximately six months agoOur technician found no indication of defect within the chair during this visit however I am appraising by this complaint to Revdex.com that our customer disputes this service result and still remains unhappy with the product If the customer would like to reselect to a different model chair we are happy to offer a one time courtesy reselection to resolve this complaint We will provide the customer with a store credit based on the price paid to us for the recliner (Credit = $399) This store credit will allow the customer to reselect to a different chair whose material makeup may fit their personal needs and longevity expectations better Once they have visited a showroom to make their reselection (within the next two months) we will expect to remove the current merchandise they have in their possession on the same date we deliver the new selection As an additional apology we will also cover the cost of any delivery fee associated with the newly selected merchandise (that is approxan additional $50.00-$savings credit for the customer) should the customer accept this courtesy offer for resolution I look forward to hearing back from the customer and apologize again that they have spent any of their valuable time on solving their furniture concerns Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com- We can understand the customer’s frustration The account is documented that at the time of delivery the customer was advised that to proceed with the exchange the customer would owe Bob’s for the mattress The account is documented that the customer agreed to this condition in order to have the exchange completed The customer was given store credit for two pieces, only returned one The customer owes for the second piece Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon Revdex.com- We have been in contact with depot management and they have informed us this claim has been closed and the customer is being paid We are very sorry for the unfortunate delay Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with us I see that this customer has already spoken with one of my colleagues and it appears the customer has already had the mattress returned per their request 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

Good Afternoon Revdex.com- We are very sorry that this customer had two failed delivery attempts I have seen the photos of the piece that came to the home on and There was damage; it appears the pieces were crushed As the retailor and not the manufacturer, we would not have known the pieces were damaged until the delivery team took them out of the box to complete the delivery We are not able to open and inspect every piece that comes through our warehouses The second attempt was set up for an inspection This inspection would have consisted of the inspection team checking over the box to ensure there is no visible damage It is possible the pieces were damaged in transit I do see that this customer has placed several orders in the past two years with us While we absolutely appreciate a returning customer, we can not offer compensation based on that fact alone We do offer compensation based on our failure to delivery the merchandise We believe that basing the compensation on that alone is the only way to be fair to all customer’s across all demographics I can personally identify with a consumer’s need for an apology outside of making the concern rightAny compensation agreement is to be discussed after the customer has been fully satisfied with the merchandise they paid for and a form of apology is processed by Bob’s store creditWorking beyond a structure that is set in place to keep things fair for all consumers is a retailer’s way of applying empathy and accepting responsibility for a customers concern Once delivery has been completed the customer is asked to reach out to either the store or customer care to request an account review for compensation We do not compensate for lost wages We compensate based on our failure to deliver the merchandise 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.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 deliver 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 pit locations as our free gift of apology Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com- We are very sorry Salespeople make a commission based on selling the [redacted] plan There would be no reason for the salesperson to not push for the whole order to be covered The customer reviewed the purchase before signing If it was left off in error, it could have been corrected any time before delivery.We are very sorry; there is no possibility of covering the pieces that have been in the home for two years 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 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 me I am eager to resolve this issue and finish my dealings with this retailerI do not intend on ever returning as a costumer so I am requesting option See below.Option 3:We will provide the customer with a refund based off of their original method of payment in the amount of the delivery fee paid for this sales order: $ Processing: In terms of the refund, the customer’s original method of payment was cash therefore the refund processing has already been conveyed to this customer by way of their original sales receipt: Exert from receipt: “...we will mail you a check from our Corporate Offices within sixteen (16) days if you made your payment by cash .” Sincerely, [redacted]

Good Afternoon Revdex.com, Please pass on our sincerest apologies for the inconvenience the multiple deliveries continue to cause our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after their concerns have been resolved 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 currently have the final delivery pending that can be scheduled for the dressers on or after November 12, to complete the delivery of this order At this time we are looking forward to completely resolving this customer’s concern on or after November 12th and once the delivery is completed, we can offer compensation for the delay Normally we offer compensation only as a Bob’s Gift Card, but due to the longer then expected delay, we will offer this customer’s compensation as either a Gift Card or as a refund to [redacted] Kind Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

Complaint: [redacted] I am rejecting this response because:The technician marked his report that while it is operating correctly there is a noise coming from the mechanismThe other side of the couch does not make this same noise when closingThere’s clearly an issue with itYou do simply do not want to stand by your own manufacturers warranty or “goof proof” plan that was paid forYour technicians qualifications are questionable at bestI feel that this is all part of a scheme to deceptively deliver subpar furniture and sell warranty packages that are of no use because YOU don’t deem it necessary to correct the issueI’ve never in my life, had such a horrible experience Sincerely, [redacted] ***

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 are waiting for the customer to reach back out to discuss our options and will reply back to the Revdex.com mediation service once discussed Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Morning Mr [redacted] , The [redacted] goof proof protection plan is designed to provide recourse against most common types of in home accidental damage, when properly reportedYour claim for the dining room chair would have been denied as the chair was being used for the its intended purpose (sitting), when the damage occurredGiven the length of time that has lapsed since delivery (2013) it is difficult to determine if the damage to the chair is the result of a defect, wear and tear or an accident in the homeThe one year manufacturer warranty expired March and based on your explanation of the damage, it does not seem that our technician can repair the chair.Bob's Discount Furniture appreciates your business, unfortunately we are unable to honor your desired resolution for a full refund of the dining set you have used since nor can we refund the protection planAs a token of our appreciation for business I will be happy to issue a $gift card which you may use toward the purchase of replacement chairs.Thanks [redacted] **

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with usI can understand the frustration this customer must be feeling at this time I see that this customer has already spoken with my colleague and it appears the customer will be working closely with Jami to rectify the situation and reach a satisfactory outcomeThis is scheduled for pickup on If the pickup is successfully completed I will reach out to our Accounting Department on Monday to ensure that the refund check is cut on the next available day and I will have the check sent to the customer via [redacted] ** If this customer will not have someone available to sign for the refund check, please reply through the Revdex.com site and we will send via US Postal service 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

Good Afternoon Revdex.com- We are very sorry that this has not been rectified There is no report of missing headphones If the customer would call in we can process the necessary paperwork to have loss prevention investigate The exchange paperwork is scheduled Due to this bed still not being assembled if the customer would like to return the bed for a refund we will honor that request instead of the exchange If the customer would like to continue with the exchange and the exchange fails the customer can send everything back for a refund then Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com- I can personally identify with a consumer’s need for an apology outside of making the concern right I am sorry that there was debris on the sofa when it finally arrived, and the customer was left with a mess All compensation agreements are discussed after the customer has been fully satisfied with the merchandise they paid for I see that the customer has been told several times by several different supervisors that the only form of compensation we can offer is as a Gift Card I am not sure if the reason why was explained, so I will clarify The customer signed an agreement with another company, [redacted] *** Bob’s can not interfere or intervene with the details of that signed contract We are not able to make a payment or offer to change the contract in any way We are responsible for any manufacturing issues with the pieces, but as far as the financial aspects, that is a private contract between the customer and [redacted] *** 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.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 deliver 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 pit locations as our free gift of apology This customer accepted the offer of the delivery fee to be processed as a Gift Card This will be processed to the email address on this complaint That is the only offer of compensation we are able to make Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com- We are sincerely sorry for the mistake in the picking of the chair There was no deceit, it was simply picked wrong The recliner that was delivered was the same price point as the lift recliner that was ordered We are very sorry that a human error caused a four day delay in having the correct chair delivered This was corrected on The original date for the delivery was Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here