Blue Ridge Travel

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- 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, 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 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

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 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

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 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

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

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 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

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 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 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] **

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]

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

Complaint: [redacted] I am rejecting this response because: To be honest they contact me left a voice mail I called back and never spoke with anyoneThey did not even address all my issues and should never be given a good ratingThey just think people will give up if they do not respond to the complaint Sincerely, [redacted] ***