Blue Ridge Travel

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

Good Morning Revdex.com- We are very sorry that this bed did not live up to the customer’s expectations 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)Should the customer wish to accept this offer they are able to contact our Southington store at ###-###-#### 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: This is set up as an exchange, if the customer would like to reselect we can offer that as wellThis one time replacement does fulfill the [redacted] contract, if the customer wishes the new bed to have the [redacted] insurance that would be at the customer’s expense We will waive the delivery fee for new delivery and pickup and disposal of sofa in the home Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Dear Revdex.com, From our records this appears to be closed, the store has agreed to offer what the customer has asked for, outside of policy Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Morning Mr [redacted] We are sincerely sorry that as a first time customer your experience went so wrong This is not the experience our customer’s have Your comments regarding the service you received by our delivery, customer care, and at our store are very important to usWe want customers to love shopping with Bobs, so your report of a disturbing experience with our associates is a serious concern for usIt is inexcusable for anyone to speak to you in a less then respectful way during any of your delivery, sales, or customer care interactionsI know it is upsetting when someone who should be serving you is disrespectful and we do hope you can accept our deepest apologiesYou deserve only the best service, especially when you visit BobsWe have begun addressing the obvious coaching concerns you have brought to our attention within our staff and will take the appropriate action We value each and every customer’s purchase whether it is constructed from a small or large monetary amount and recognize everyday that our customers are the most important part of our businessWe have built our business one customer at a time with core values like diversity, community, and integrityWe offer so many different purchasing options to every consumer so that we may have the opportunity to serve all customers alike with the brand we believe in; we do not value one purchasing option more than another We do have a different account from our delivery team The tracker on the truck places them at the home at 12: The driver reported that as he approached the door, a gentleman working on a car in the driveway advised them that no one was home The team then called in to us Was there someone at the home working on a car? Can you forward me the footage of the team in the driveway? Obviously if our team is not reporting stop accurately that is another issue we must address We apologize again for the impact our failures have had on your valuable time and thank you for bringing the coaching concerns we have to our direct attention Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Dear Revdex.com, We are very sorry if there has been any miscommunication Our records indicate that the customer was offered several options on and called back with their decision on At that time a concession to keep the piece as is no warranty was created As all of our call center calls are recorded, I have reached out to the company we use to have the call pulled for review If after reviewing the call we find that the information in the account is not accurate we will be reaching out to the customer to offer recourse Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Morning Ms [redacted] ,Thank you for choosing Bob's Discount FurnitureI have researched your account and apologize for any and all inconvenience we may have causing while completing the delivery of your furniture.Our records indicate that we successfully delivered the sofa, chest and nightstand on April 29, I apologize the prior delivery attempts were unsuccessfulDuring the first delivery, the team arrived as scheduled however, no one was homeWe called the two telephone numbers on the account ending in [redacted] and ***-leaving voicemail messages and asked the delivery team to give a description of the building (5floors- glass doors- stairs on the left side of the building and the number of the building on the left side)We sent a "go back request", that same day to the delivery depot manger however, approval is at his discretion- unfortunately the go back was not approved and delivery had to rescheduled In an effort to deliver your furniture as quickly as possible, we requested an add on for the next delivery day however, the delivery truck in your area was already at capacity.I understand the excitement and anticipation of receiving new furniture only for there to be multiple delivery attempts Your patience is appreciated and your request for compensation is understood; I will be happy to issue a $gift cardThe delivery fee is a service for the delivery and assembly of your furniture therefore, we are unable to refund this fee.I have shared your concern regarding the unanswered calls, emails and internet correspondence with management as we have departments in place to respond to each method of contact.Your business is greatly appreciated.Thank you, [redacted] **

Good Morning Revdex.com, Please pass on our sincere apologies to this customer for the failed delivery attempt I do see that we called the customer twice while the team was at the home Both times it went to voicemail at and When we could not reach the customer the team had to be moved on At this time, because we have failed to complete the delivery the customer does have the option of canceling the order and canceling the contract with ACCEPTNOW This can be done anytime until the delivery is made, once the merchandise is in the home, we can no longer offer this option Because this customer purchased through a third party company and not Bob’s directly we do not have the option of offering to refund the delivery fee, or any other type of compensation beyond a gift card If this customer does wish to proceed with the delivery that is scheduled for 3/31/I strongly suggest calling at least hours in advance with the phone number of the person that will be at the home, so that we might avoid any other delivery issues Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

Revdex.com: Bobs response is purely mentioning all the problems they have as a business running its operationsThe complaint was that they dint care enough about the customer and the delivery personnel was rather in a hurry than to understand the situation the customer was inI request my order to be cancelled and the amount to be refunded (1575.70)If they cannot compensate for the personal trauma ($500) this has caused my family, then its fine as I no longer want to do business with BobsI have already purchased another merchandise from a different furniture store 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 sincerely sorry for the way this customer has described the experience to be It appears the store was over confident in their ability to get the delivery added on I would like to believe that in trying to reassure the customer they simply exaggerated the possibility Regardless of my sincere belief the store was acting in the best interest of the customer, we failed We certainly can offer compensation based on our failure to make the delivery successful I would like to offer this customer $ ECard If they accept please answer through the Revdex.com mediation site I will then create the paperwork and the customer will receive the ECard in 3-business days to the email address on this complaint 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

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 has been offered a full pick up for refund due to our numerous failures The customer has asked for a few days to consider the offer We ask the customer to call into customer care to schedule the pick up 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

Complaint: [redacted] I am rejecting this response because: The paperwork I received does not contain the information that the Bob's representative references Unfortunately I do not have my paperwork with me at this time I will forward at a later date The paperwork I received does not state that defects will only be resolved with a visit by a technician, replacement, or store credit Yes, I did refuse these options because I am seeking a refund and the ability to return the furniture There was no attachment to this email so I cannot read what Bobs sent you I would like the Revdex.com to make further inquiries into this deceptive type of business practices I am sure I am one of many who have been mislead by Bob's Furniture.Thank you for your help with this issue Sincerely, [redacted] ***

Good Afternoon Revdex.com- We are very sorry for the multiple delivery failure the customer endured We can absolutely understand the frustration the customer is feeling The time between the first delivery and the final delivery was about weeks We are very sorry for this inconvenience We offer compensation based on our failures The customer was told all pieces were available for the first delivery, the store called the customer three days prior to delivery to advise that the TV chest was backordered and would have to be delivered later in the month That was the first failure The chaise was picked wrong side facing that was the second error then it was incorrectly set up to be exchanged for the opposite side, that was our third error The compensation the customer was offered is the correct amount for these failures We are sorry that the customer does not feel this is adequate We do normally offer compensation solely as a Bob’s store credit As further testimony to our sincere apology for the failures the customer has endured we will offer the compensation that was offered as a refund via corporate check in lieu of Bob’s store credit To accept this offer, please reply to the Revdex.com mediation and we will create the paperwork and send the request to our accounting department Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon [redacted] Thank you for sending these photos through to me as requestedWhile I understand your frustrations and acknowledge that you sincerely feel we failed you, your sales experiences remains your account of what occurred over two and a half years ago and any resolutions Bobs Discount Furniture offer will be from a place of fairness and care considering all facts of your case This is not a manufacturing defect; it is not a seam separation It is torn If this had been reported to [redacted] as an accident, it would have been covered We can not force a business to change the parameters of their coverage They are within their rights to deny any claim that does not follow their guidelines This was called into a company that covers accidents as “wear and tear” The area that is torn on the sofa would not be repairable; it is a large jagged tear This vendor does carry many replacement fabric pieces; the inside back is not available We would not be able to offer parts or service to correct this issue If you would like to cancel and refund your Goof Proof Plan I would be will to offer that as a resolutionOffering to cancel and refund any Goof Proof Plan is far beyond our policies because we understand that it doesn’t benefit our customer in any senseWe are already working above and beyond our policies to accommodate your concerns and alleged sales experienceWe do not purposefully mislead our customers into any buying choice If you would like to accept this offer, please reply through the Revdex.com mediation site, and I will create the refund and have a check mailed to you This would be the only resolution I can offer Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com, Please pass on our apologies to [redacted] for the inconvenience the delivery team’s negligence may have caused and may continue to cause to she and her familyWe assure [redacted] that his property claim has been correctly filed with the third party trucking company involved and we will ensure the obvious coaching concerns presented are addressed accordingly [redacted] has been offered a settlement, mailed out of the delivery company’s office on It must be signed and returned to allow for payment to be processedAs for the customer’s request for return of the merchandise, the customer did not purchase from Bob’s [redacted] *** They must submit any requests to alter or cancel the contract to them Bob’s is responsible for the manufacturing warranty on the pieces only Kind Regards, Tracy Sa [redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here

Good Afternoon Revdex.com- We are very sorry for the miscommunication on the deliveries The customer had two separate orders The agent that the customer spoke with did confirm the delivery for They were not aware that there was a different order That was a preventable error We are very sorry for that The customer had the choice of accepting the delivery on or refusing and rescheduling They chose to accept The rooms were not ready for the team to assemble the merchandise because the customer expected to receive the delivery the following day The team called into Bob’s per policy to state that the customer was accepting the merchandise unassembled The customer agreed to accept delivery and that we would not be able to send the team back to assemble This is on a recorded call Normally we offer any type of apology in the form of a Bobs Discount Furniture store credit 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 As a token of apology for the miscommunication on the delivery date and the agent not realizing that there were two orders scheduled for different days and the customer having issues with the assembly and finding the legs we would like to offer the customer a store credit of $ If the customer would like to accept this offer they can reply to the Revdex.com that they accept and I will have the credit processed Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Dear Ms***,There was a clerical error when the part order was refundedWe corrected the issue on June 4, and the credit ($42.54) should post to your account within 1-billing cycles, if it hasn't already.I apologize for the delay and thank you for your patience

Good Afternoon Revdex.com- We are sincerely sorry for the miscommunication The agent that the customer spoke with was incorrect Thankfully this was corrected The customer has already been set up for a reselection credit to go back and choose other merchandise We are very sorry that the customer was given incorrect information, resulting in frustration and delay for the customer We hope that they will find new merchandise that they will love for many years Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com- The Revdex.com is a mediation site They are a tool for a customer to voice a concern; they do not demand or suggest the resolution They do allow the customer and the business to communicate and try to find a solution that is mutually agreeable We have decided to accept the customer request for pickup for refund We have amended the paperwork to reflect this offer Customer must call in with original credit card used- [redacted] *** For security purposes we are only able to see the last four digits of the card number used We would need the customer to either call in or stop by one of our stores with that card available to be able to process the refund Please ensure this is entered before the pickup is scheduled to enable the refund to be processed without delay Once the credit card information is added, we can schedule the pickup at the customer’s convenience We would process the refund to the customer’s card of the cost of the merchandise, the Goof Proof plan and the tax once the pickup is completed Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Complaint: [redacted] I am rejecting this response because: I think due to the quality of the overall set is in question, and I would like the offer of the comprise to 50% of what I paid originallyThe reason for me asking for the increase is because I have already paid for a new recliner which would have been warranteed according to the frame warranteeThis was not told me by the salesman at time of purchase, but was told me by the customer service person that contacted me by the name of Shannell A I also want to continue my relationship with Bobs in the future Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Firstly BOBS has basically repeated their stance from the last Revdex.com communication, which was already unacceptableI always judge any company my family and I do business with not only during the initial sale of their product or service, but also when issues ariseThis is a case where a very large issue arose, and the fact that BOB's is putting into play a one size fits all fix (maximum allowed % return) has shown they are not compassionate to our caseWe must also repeat ourselves, as a new customer Frankly after this ordeal I will never shop at BOB's again, andfurthermore how BOB's is now looking to rectify yet again the situation BOB's has truly shown us that they are not serious about taking care of the customerThere is a first and last time for everything, we will continue making any future furniture needs with Raymour and Flanagan, and will be sure to suggest that to family and friends, wouldn't want to see them go through anything like thisBOBS NO THANK YOUSincerely, [redacted] ***