Blue Ridge Travel

Good Afternoon Revdex.com, I am so sorry to learn of our customer’s poor experience with this purchaseI can only imagine how frustrating this has been for our customer and completely understand their position at this pointI find it very alarming that any member of our staff indicated that we gave another customer this customer’s product Our processes for delivery to all customers consist of loading merchandise to a transfer truck (usually an wheeler) that brings the merchandise to a depot (Delivery Company) that we subcontract to closer to the customer’s residenceThe merchandise is then offloaded and reloaded to the box truck that will deliver directly to the customerWhether the pending delivery is canceled all together or rescheduled our system views it as a cancelationThe merchandise that is on the box truck then gets placed onto a returns trailer (normally this trailer has returning merchandise from customer’s homes/warranty claims and customers’ old bedding that we take back from new bedding purchases on it) and shipped back to our distribution centerWe cannot tally this merchandise into our ‘new furniture inventory’ as in most cases we are unable to sell it at all in the condition it returns to us in; the customer’s sales order will only look for inventory based off of what we currently have factory fresh wrapped in our distribution center racksWith that being conveyed, we literally do not have the capabilities to give away any customer’s merchandise to other customers in a situation of canceling a current delivery and rescheduling to a different dateIt is much more likely that our inventory system experienced a glitch in tracking due to the large amount of rescheduling or that we had previously sold off all the beds we had in our racks to customer’s who were scheduled for delivery during the snow storm (we canceled thousands and thousands of deliveries due to storm Jonas)Rest Assured -we will follow up on this communication and properly educate the staff member involved As a retail chain, and not a manufacturer, we have little control over the availability of some productAs this is a shipment our inventory system clearly expected in sooner there is always the chance that the overseas shipping container will make it to our Distribution Center sooner than the anticipated date we have right nowPlease pass on our sincerest apologies that we haven’t been able to deliver this purchase as advised to our customer and as we have previously disclosed the merchandise will not be made available to us to deliver to the customer prior to We have the current options available for recourse in relation to this customer’s concern: Either: · To go into a store location and see if there is a similar item available with stock on hand so there is no delay in deliveryWe will allow the customer to reselect on the entire bedroom set should they feel necessaryUnder this option we will agree to compensate our customer by refunding the delivery fee paid to us ($199.99) after they have received all the merchandise they find satisfaction in – This is not a offer of compensation for us and we are making a great effort to accommodate this individual’s demand for compensation prior to the order being closed so with all due respect to our customer, we will not be making a higher compensation offer under this option · To wait for the item the customer initially purchased with the understanding that the tentative delivery date will be on (as long as there are no unforeseen events with this shipping container I.E –U.SCustoms can and may detain the vendors container in port) and we will return 10% of the customer’s BED –HEADBORAD/FOOTBOARD/RAILINGS merchandise purchase price plus the delivery charge after the delivery has been successfully completed to the customer · Or, a cancelation of the pending bed, removal of the product in the home, and a full refund of the customer’s order after the merchandise in the home has fully returned to our inventory Again I do hope the customer can accept our most sincere apologies for what has occurred; it was never our intention to communicate any delay in shipment or disappoint our customer

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] : I am willing to accept the $in store credit as long as I do not have to buy another dining room set with the money and the answers to my questions around goof proof are answered and clarified I would like to know how it was decided to take a 15% usage fee from my original total? If you look at the attached goof proof plan, we are covered under wood / hard surface for any "Breakage of the wood frame or structure or other hard surface" for a period of years as long as we report the service request within thirty (30) days of the date the stain or damage occurred In this instance, we reported the break in the chair within hours When we called the "Bob's Hot-line", we were told that there was nothing Bob's could do for us because the table was over year old and out of warranty Never was there an offer for a tech to come to our house Am I reading this incorrectly that we are covered for years if a break occurs? I am also attaching pictures so you can see where the chair broke and the extent of the damage In the recent response back to me, we were told that "if the incident/damage was properly reported and repair or parts was unsuccessful you would have received a store credit equivalent to the full purchase price and you would be allowed to keep the futniture", we did report it properly within hours and were told that nothing could be done for us Why are we being penalized when one of your service representatives did not take this further for us? If this was true and you would have given us the store credit equivalent in the first place, we would not have felt a need to go through the Better Business Burea for resolution In addition, I take offense that you are saying you do not just "touch up" furniture I have been home on several occassions when a tech has been out to our property to repair the table One instance which you should have documented was when we were wiping the table with a damp cloth and a crumb from pizza crust left a inch long scratch across the top of the table In that instance, the tech pulled out a marker and colored it He said he could not fix the finish on a table This was done on at least other occassion when a tech was at the property, most recently in October (reason for visit was initially because screws were falling out of the table and chairs) Again, I would only accept the store credit as long as I do not have to buy another dining room set If I can use the store credit on something else, how do I initiate the return and a purchase using the store credit? Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:I understand that there are reported measures that Bobs Discount Furniture report they take but if Bobs provided documentation that they exterminate their warehouse and or have extermination inspections then that would be a more appropriate answerWith all the massive amount of public education that is available on bed bugs, it is known that bed bugs can be the result of purchasing new furnitureThe Bobs representative response stated otherwise and that is not accurateYes it is true that bed bugs can be the result of many things such as traveling, movie theaters, apartment complexes, etcHowever, Bobs feel that this occurrence is not linked to the furniture they delivered and the trained exterminators as well as myself disagree with thatThe canine dog they provided inspected the entire apartment and did not find any evidence in the pipes, walls, sockets, floors, or anywhere else in the residence which they would have found especially if they traveled throughout the apartment to the bed as the Bobs Representative statedHowever the canine did find bed bug evidence in one place which was the bed frameRegardless whether Bob's admit to selling the furniture like this or not, I am sure the same way the canine and exterminators were sure that the bed bugs did come from the bed frame where the evidence was foundRegardless of whether Bobs is willing to admit fault or not, they should at least provide proof that they exterminate their warehouse and I would like this complaint to be posted so that others can be aware Sincerely, [redacted]

Dear Revdex.com, We are very sorry for the miscommunications The credit for the reselection was already created and posted to the account This customer is able to go to the store and reselect as soon as they are ready Advice the store you have a reselection credit in the system, they will apply the credit as payment on the new sale They will schedule the delivery and the pick up of this merchandise at the same time, so the customer will not be without merchandise at any time We hope the customer can find a new set that they will love for many years Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Complaint: [redacted] I am rejecting this response because: I reached out to Bobs Discount Furniture and have only been offered a small amount of compensation which I believe is not satisfactory Sincerely, [redacted]

Good Morning Revdex.com- We are very sorry that you have not heard back from the depot concerning payment, they had submitted the claim for payment to their insurance company for processing The depot was very surprised when I reached out today to let them know it was not rectified The insurance company will be reaching out today to explain to the customer when they will receive payment Kindest Regards, Tracy S [redacted] Corporate Customer Care Liaison Bob’s Discount Furniture

Good Afternoon [redacted] and Revdex.com, We are very sorry that the delivery was not able to be completed We would not expect our team to conduct themselves as anything less then professional The team called because they were running early We do require that delivery teams wait ten minutes from the beginning of the assigned timeframe Our records indicate that the customer’s timeframe began at 12:30, so the team was required to wait until 12: If the customer is not home, or the person in the home is unwilling to allow them to complete the delivery they are required to move on to the next stop We can not make allowances for someone asking the team to wait longer Every customer on the route is given a timeframe, if every customer asked the team to wait; we would not be able to complete deliveries within allotted timeframes We are very sorry that the customer was not satisfied with the delivery teams conduct We hope to redeem ourselves in the future Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com, As a business we did make the customer’s concerns right and further apologized by not only providing compensation but also working beyond the structure for compensating a customer that we have in place I can absolutely acknowledge the reasons why the customer feels they were owed something additional after their concerns were resolved and we did provide our customer with a token of our apology While it is a kind thing to do, a business in any industry cannot be forced into compensating a customer because there was a failure, the business can and should be held accountable to make that failure right and our business completed thatThe act of compensating a customer is administered at the internal discretion of any business and Bobs Discount Furniture worked above and beyond our guidelines to address this specific customer as an individual Please also consider that in an extreme effort to make the customer happy we approved an even exchange for a brand new ottoman (and the customer kept the 15% refund processed back to the financing account previous to this exchange)In all reality the customer has received multiple occurrences of compensation that are above and beyond the guidelines we have in place to keep resolutions fair for all customers alike Again 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 that request happen alreadyAny compensation agreement is usually processed by a Bobs Discount Furniture gift card form only and for this customer we initially offered a monetary refund amount(s)Working 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 the grief we have caused a customer Our customer fully agreed (by signing the sales receipt) to our refund policy at the time of sale and we apologize that we are unable to offer a refund on the delivered goods Kindest Regards, Stephanie *G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Complaint: [redacted] I am rejecting this response because:The mattress what removed/returnedThere is no [redacted] in billing because the contract was terminated by meI had a day return policy through bobs on the mattressRegardless of who "financed" the purchase, meaning [redacted] offers a rent to own agreement, bob's still needs to stand by their guaranteesI still stand by that I should receive a full refund for this mattress Sincerely, [redacted]

Good Morning Revdex.com, We are very sorry for the concern represented in this complaint We have reviewed all information available on this account tech reports, photos, and notes We agree that this piece appears to be defective and would like to offer a Bob’s store credit to reselect to different piecesWe are willing to offer this customer a one time option for reselection (store credit to pick a different set)Please see below for the option outline, should the customer wish to accept this offer they can respond to us via this Revdex.com channel as ‘Satisfied’We will have a retail representative reach out to the customer to make them aware of their active credit after the Revdex.com claim has been fully closedOption for resolution: We will offer the customer a credit of 100% of merchandise cost This store credit will allow the customer to reselect to a different set whose material makeup may fit their needs and longevity expectations betterThe credit is active now and will be active until 8/3/ Once the customer has visited a showroom to make their reselection (within the next two months) we will remove the current merchandise they have in their possession on the same date we deliver the new selection There will be no new delivery fee charged If the customer chooses a set that is more expensive, they would be responsible for the difference in cost The [redacted] plan has been included in the credit so it can be applied to the new orderI look forward to hearing back from the customer and apologize again that they have spent any of their valuable time on solving their furniture concernsKindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here

Complaint: [redacted] I am rejecting this response because:I did not receive a telephone call from Bob's Furniture Store (BFS)I did not receive a voice mail, speak to anyone or get a missed call yesterday (10/19/2015)It is unfortunate that BFS would make a fictitious statement to to resolve 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 me Sincerely, Mark Monserrate

Good Afternoon Revdex.com- We are very sorry that the customer was inconvenience by our delivery The store has approved the refund of the delivery fee back to the customer’s credit card The store tried to reach the customer to process the paperwork If the customer can reach out to the store when convenient the store will process the refund Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com, Please pass on our apologies for the disappointment our customer experienced with the recliner they initially selected to purchase The customer was offered a resolution for re-selection as an extreme courtesy (already working beyond the policy we communicated at the time of sale) and as the customer has disclosed there was never a defect in workmanship with the chair we initially brought The service of delivering merchandise has always been a service that our organization charges separately for from the cost of our merchandiseOur company did our best to provide our customer with resolution in a situation where we did not fail (please consider that we cannot re-sell the chair that was originally in the home and as a business took on any associated costs of disposal that may be necessary for the non defective, original chair) As of today – the customer’s account shows that their newly selected chair was delivered successfully on Kindest Regards, Stephanie *G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry that the customer remains dissatisfied As the pieces are functioning properly and the technician deemed them up to manufacturing standards we would not be able to offer any other resolution Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Complaint: [redacted] I am rejecting this response because: the rips aren't from stains! I called about the defects to the couch that was never fixed after we bought it and BOB's sent out repair men separate time and one of the repair guys said this couch wasn't made incorrectly and not much can be done to fix it, and that it's a manufacturer issueThe call to guardian was about the rip, which did not happen from stainsThat makes no senseI did tell guardian I want the couple of stains to be cleaned up if they sent someone put to fix the rips seeing it was in the time frame of making a claimthe stains happened but wasn't my concernMy concern is the rip and broken board and nails coming out of the couch which have been stated to BOB's and guardian since receiving the couchAnd they offered me to PURCHASE couch cushions, which I'm not paying I already paid for the warranty, it should be coveredIt's nice how they couldn't find the information on the purchase for weeks, left all the problems out, and only stated a tiny part of the conversation where I was told I could purchase coversVery unprofessional Sincerely, [redacted]

Good Afternoon Revdex.com, Please pass on our sincerest apologies for any lack of care or confusion our customer’s concern was met with while it was being reported to us The customer is welcome to email the photos they planned to submit directly to me at [redacted] or submit them thru this Revdex.com channel they have selected to open Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate 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 delivered on and at the time of purchase, the customer purchased the option of Goof Proof 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 everyday use, misuse or abuse of the merchandise I was able to pull up the customer’s warranty card showing this was covered from December There was a claim submitted in August that was denied The customer called in damage that a child caused damage, she was unsure how That does not meet with their guidelines The customer has utilized their warranty through Bob’s making it impossible to offer a refund on that warranty In February of we used the warranty to cover replacement parts for issues with the Falmouth cocktail table We have attached the photos from the claim on the chaise The warranty card showing when the plan started The Goof Proof Plus flyer showing what is covered and by which company Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Complaint: [redacted] I am rejecting this response because: you pulled one call out of how many times I called ? I have called numerous other times and have NEVER received a call back after your customer service reps, advice me, that they "promise for me to get a call back" did any of your "management" call me backcan you pull the calls on the call backs ? that I was supposed to getyou pulled ONE call and not the other maybe or that I called back oncan you pull the call on what the service guys told me when I spoke to them at my house 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 us I see that this customer has already spoken with my colleague and it appears the customer will be working closely with Melissa to rectify the situation and reach a satisfactory outcome Melissa has set the customer up for an exchange to rectify the concerns If the customer wishes to reselect on the set we can authorize that as well, the customer would need to go through the ACCEPTANCENOW desk at the store, as they have a contract through them, not through Bob’s As this customer has a contract through a third party we would not be able to authorize a refund 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