Blue Ridge Travel

Good Morning Revdex.com, This customer has been offered a reselection from the [redacted] store and has already been set up for a reselection If this customer has any further questions or concerns please reach out through the Revdex.com mediation service Kindest Regards, Tracy S [redacted] Bobs Discount Furniture, Corporate Customer Care Liaison

Good Afternoon Revdex.com- We are very sorry for the concerns addressed in this complaint [redacted] starts billing one month after delivery If there are damages or issues, the pieces will be serviced or replaced, but if it was received into the home, the billing posts If the customer does not pay the bill, it affects only their credit We certainly hope that they consider their credit in that decision [redacted] is the financing company; they are not part of Bob’s The final exchange for the drawers of the storage bed is set for We hope that this will finally complete the bedroom for this customer Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Morning Revdex.com, We remain very sorry that our customer is experiencing any disappointment with the furniture they selected to purchase from usAt this time our business has arranged to address these concerns under the policy and procedure we set forth during the sale of this merchandise The arranged service with the service professional has yet to occur therefore any further discussion regarding what our offices determined not to be a defect without being present in the home and why is not proactive and is ultimately unwarranted given the already processed resolution for the technician visit on We will continue to address these concerns under the policies communicated to all customers at the time of sale As previously stated: We maintain confidence that the service professional arranged for will be able to provide satisfaction with repair and/or alternate results for any factory defects presentIf there are no factory defects present we will be unable to offer the customer further recourse as the terms we communicate (whether written or verbally) at the time of sale and via our website are in place to keep resolutions fair for all customers alike Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

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 will go for the same material sofa as we like that a lot and do not want to go for cloth sofa as my son is just year old and may spill liquids on it Sincerely, [redacted]

Good Afternoon Revdex.com- We are very sorry for the delay in having this rectified The customer has worked out the concern with the store We ask that they reply back if there are any other issues pending Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Complaint: [redacted] I am rejecting this response because:There are not inconsistencies in the account of what happened , your driver is a liar , and your service people are rude Your driver called me at 6:am to say he would be there in the afternoon sometime , and he called again at 3:pm that he was already at my house ( if you'd like a copy of my cell record , Id be more than happy to post on here since you've elected to use a public forum to imply I was lying ! He at that time stated he wouldn't stay more than minutes , I was back at my house at 3:and he was NOT there , that is also when I called your rude customer service people YOu are welcome to stick with whatever story helps you sleep at night , the bottom line is , you broke a scheduled appointment , you didn't follow your own protocol to notify me hours in advance of my delivery window , you didnt even give me a window ( "I'll be there sometime this afternoon " is not a window , your driver lied and didn't even wait minutes let alone the hour notice I requested All of this can be proven with phone records , but clearly you are not interested in customer service and this was a wasted exercise because you've done nothing to rectify the situation and instead made it worse by insulting me and my intelligence You can however know that you will never have to endure me as a customer again , as I will NEVER shop at Bob's again and will be sure to tell everyone I know of my experience with Bob's via social media and in person Sincerely, [redacted]

Good Afternoon ***, We sincerely apologize for any miscommunication that occurred during the time of sale to cause us to write up one king mattress instead of the two you allege to have confirmed with your salespersonBobs Discount Furniture does not support or practice deceptive sales techniques like the one you have listed hereI assure you that from the start you have been receiving the exact merchandise you were charged forWhile we remain regretful that the purchase of two mattresses differs in cost from the purchase of one mattress we have worked above and beyond our procedures to provide you with a genuine form of our apology As a business our main focus is to get you the product you purchased in good condition and any additional form of compensation after the original agreement has been fulfilled is at our business’s internal discretion Normally we offer any type of additional apology in the form of a Bobs Discount Furniture Gift Card because as a retailer we understand the importance of earning our customer’s trust back and proving to our customer that sales failures are not part of the daily operations that have helped us grow to be one of the 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 amount Our retail location took direct ownership for the mistake that occurred and provided you with a $refund to your original method of payment as compensation for our sales errorAt this time we stand behind this offer of apology as adequate however due to the frustrations you are expressing, we will make an additional offer of apology to you in the form of a Bobs Discount Furniture Gift Card for $Should you 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 with use of this gift card Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Thank you for persuading this matter with bobs I was unable to bring to their attention how their customers were being treatedThanks for your help [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, [redacted] ***

Good Morning Revdex.com, Please pass on our sincerest apologies for the inconvenience the multiple deliveries and un- honored agreements have caused to our customerWe can certainly understand the customer’s frustration with us 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 usWe have resolved the original concerns and delivered the customer the merchandise expected in good condition In researching this customer’s account I see that we have already taken major steps beyond our policies to address our failures and compensation requests with this individual directlyWorking beyond a structure that is set in place for all customers alike is a retailer’s way of adequately accommodating a customer who we have clearly taken responsibility for disappointing Kindest Regards, Stephanie [redacted] G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Complaint: [redacted] I am rejecting this response because:I purchased this seat to watch football games with my family comfortablyHalf the NFL season is over now and still no cableYou have this seat on the floor of your showroom why can’t you give me a cable from one of them Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: A gift card is not an acceptable compensation, as it is a compulsion to keep buying products that I neither need nor want from a store that I desire no further relationship with I request a credit to my account, thus reducing the amount that I owe I will not be paying the delivery fee for my order, so please take that off my account balanceSincerely, [redacted] ***

Good Afternoon [redacted] I don't blame you for being very upset with us and on behalf of Bobs Discount Furniture I extend my sincerest apologies I know and acknowledge how unpleasant this entire ordeal has been for you and while I know this is your Bobs experience I assure you that we would not be continuing to grow if all our customers were met with so much disappointment during such an important purchase Our records further indicate that your refund was fully released from our internal systems over this past weekend and officially the next day for banking business wouldn’t have occurred until that following Monday (4/25/16)I can certainly understand the immediate need to have your funds back on such a large purchase like this and I feel terrible about any delay that may have occurred in between our release and your bank’s (or the bank the credit is thru) reallocation of these fundsNormally we provide customers with a 5-business day estimated complete processing time because of the fact that even after we release these funds there is another party involved in getting these funds back to you I would expect that the funds be completely reallocated to your method of payment by this Friday (4/29/16) which would meet our expectations of a maximum seven business day processing time, if this is not the case, please feel welcome to respond back to us via this Revdex.com channel and we will preform more extensive research with our Accounting Department Once more – the funds have been completely released from our end and at this time if you are still waiting on the refund it is due to the processing time associated with the bank your card is thru I apologize again for the inconvenience our failures caused you and genuinely hope that you will provide us with another opportunity to earn your trust back in our business in the future Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

Good Morning Revdex.com, We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from usGuardian (Crypton 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, that the plan is for accidental damage coverage, and the document further encourages the consumer to read their full plan papers for the list of exclusionsAs the manager of the plan, Guardian 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 Guardian is continually sending these documents as many claims for coverage are routinely approved I have attached the terms and conditions (Guardian provides) for your reviewPlease see the below exert from the Terms and Conditions page as it is clearly indicated that an accident must be reported to initiate coverage details within the protection plan: CRYPTON BRAND COVERAGE: • The Plan covers materials and labor costs to service your furniture item in the event your furniture item becomes accidentally damaged during residential use We again apologize that the customer didn’t receive the service expected from the Guardian company and are willing to look into this claim further for the customer at this time At this time we ask that the customer provide photographic evidence via this Revdex.com channel of the damage and the merchandiseThis merchandise has been in the customer’s possession for nearly five years and as there is no remaining warranty coverage thru Bobs Discount Furniture remaining we reserve the right to inspect the merchandise prior to disclosing what (if any) type of courtesy offer we are able to make To move forward please advise the customer that we require a minimum of four (3) pictures (in color) for each item that is listed in the report to GuardianI have listed the requirements below to ensure our request is specifically notated: -Minimum Photos of the Bed (or its pieces): - Picture that clearly shows the entire Bed or its pieces (rails/footboard/headboard) if the bed is fully disassembled - Picture that clearly shows the damage marks at close range -Picture that clearly shows the damage marks at a distance We will review these photos and respond with what, if any, options for resolution we may have to offer this customer Sincerely, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

I am informing Revdex.com that complaint number [redacted] has been resolved the store is adjusting the error of charging and I am very happen with the outcomeThank you, [redacted]

Good Afternoon Revdex.com- We are very sorry that this customer was not delivered showroom quality merchandise the first attempt There are no notes discuss any refund of $with the customer There is an exchange set up for the mirror waiting to be scheduled The customer can call into customer care at their earliest convenience to schedule the exchange If the customer can provide any information on whom they spoke with or when the call took place that they were offered a $we can have the call pulled and reviewed Compensation is typically offered only as a store credit, per our policy If the customer can recall this information or retrieve it from a call log on their phone, we will certainly investigate further Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Complaint: [redacted] I am rejecting this response for many different reasons but let me first start by saying that I am a Retired [redacted] in the [redacted] ***, and in your response back to our claim you basically called me a LIAR as you stated it is not common practice of your Technician to state such a claimWhen indeed your technician undeniably stated to my face that we should expect a replacement (he even went as far to say that this model was likely discontinued as it has had so many claims on it and if I get an option you should opt for a new model all together as it is made in inferior material and even pointed out the reason why the back broke was because it was made with weak particle board) Why would I make this stuff up! I do not appreciate the implication of my integrity Again I stress the fact of what I stated in my last response the technician spent time in my house fixing another couch so I would have no reason to doubt the technicians own integrity by saying again TO MY FACE that the couch was a bad product and he is not surprised to see it broken Besides the fact of what I stated above I reject this response as if you take the time to look at the pictures you claim would validate your reason for not replacing our broken recliner you do not have ONE picture of our broken recliner Every picture you show has to do with other parts of the couch that yes indeed have cat claw marks which again HAVE NOTHING TO DO WITH OUR CLAIM Our claim and initial call was placed with your department for a broken recliner I myself pointed out to your technician that the markings on the couch have nothing to do with our claim and we do not wish to file a claim for something our cat has done Your response today is the same outrageous direction your rep was giving to me when I called last week You continue to direct the area of concern away from what the true issue is Your company has done a very good job circling around the true reason why we filed the claim to begin with Why would your technician spend so much time taking pictures of our couch even taking a pictures a dirty cup holder then the broken/defected piece of furniture Does that not show you that this company does not want to take any responsibility but spend more time focusing on other areas Yes we have a cat and yes I am sorry I have a dirty cup holder forgive me for not cleaning the couch before you came to our house Did not realize that our couch had to be spotless and clean But the TRUE issue of concern and the focus should stay and remain on the fact that our recliners chair back is broken (again not one picture of that recliner WHY??) My pound cat that you wish to continue to focus on did not snap the back of a recliner Your technician and company could have resolved this concern the day you showed up at my house by fixing this seat which is all I asked I never once asked for it to be replaced until your technician insisted this was the only option as it could not be fixed due to inferior material Take ownership of your technician and of your products and do right by your customers whose expectations were set by the salespeople that Goof Proof is a "good investment for peace of mind".Sincerely, [redacted]

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with us While any delivery failure is difficult, those involving disappointing children we find especially upsetting We are very sorry that this has been such a difficult and frustrating experience We are not able to grant the customer’s request however We would like to offer the customer a refund of the delivery fee which can be done either as a refund to the original Visa card used on the purchase or as a corporate check In addition we would like to offer a store credit, placed in the customer account for a future purchase, of $ While we understand that this is not the amount the customer is requesting, it is far above what our policy allows for compensation It is meant as an apology for the lack of service the customer has received 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

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] PLEASE NOTE:I have also sent a second response to the company accepting the date of August as an appointment date for their rep to come to my home to inspect mattress before they decide what action they will take to resolve this complaint

Complaint: [redacted] I am rejecting this response because: It was resolved and the manager at the store corrected the mistake Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I would like compensation for the negligence and poor customer service from Bob's Discount Furniture They are deflecting accountability, I have no control who they contract with, they need to be accountable Further from the damage was the issue with "Norm" and my request for a discount per my troubles Sincerely, Patrick H***