Blue Ridge Travel

Good Morning [redacted] We are sincerely sorry that this bed was not delivered in working order We appreciate that you were willing to give us the opportunity to complete the part installation We are sorry that this did not correct the issue We are willing to grant your request for a refund on the Studio bedPlease ensure you have your original method of payment [redacted] card available before you reach out to the store to schedule If this credit card information is not entered prior to pickup, it will cause a delay in refund processing We will absolutely take it back for a refund I have created all the necessary paperwork for you in advance in an effort to make this as easy for you as possible – please call the store and provide them with the original method of payment [redacted] and schedule the pickup Once the pick up is completed and the credit card number is entered into the transactions the refund(s) should process back to you within 5-business days Anytime after 10am and before 9pm Dial ###-###-####Press the number one (1) on your keypad when you hear Bobs voiceWhen the office person picks up explain that you are calling to get a refund processed to your credit card and provide them this order number: [redacted] At that point they will take the credit card information from schedule the pick up complete the processing Kindest Regards, Tracy S [redacted] Corporate Customer Care Liaison Bob’s Discount Furniture

Complaint: [redacted] I am rejecting this response because:they didn't offer any discounted merchandiseI paid the price of the package deal and it was more that was approved the day of the order of this is what you call "making it right" I will make it right and never shop here again I will also make sure my family and social media friends see this insane way of doing business I will now make it my cause to get this info out to my friends and family I would hate the many people who I do know to cease going here but they must know you have no intention of helping the customers who are paying with no issue and waiting on delivery to only have it incorrect, wrong items, store manager laughing in your face and be offered a refund of delivery what a joke this is Sincerely, [redacted] ***

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] ***

Good Afternoon Revdex.com- We are very sorry that the customer is still frustrated We did review the call the customer had with our Lead Jami The customer was looking for an earlier delivery and Jami advised we would not be able to have it added on for the next day The customer expressed her dissatisfaction and Jami offered to cancel the delivery scheduled for and have the piece in the home picked up for a refund The customer decided then to allow the delivery that was scheduled for to complete the set With the understanding that we would then compensate for the inconveniences We did offer compensation that was accepted and has been processed as a refund to the customer’s credit card We would not be able to offer any additional compensation 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 delivery experience with usI see that this customer has already spoken with my colleague and it appears the customer will be working closely with Katrina to rectify the situation and reach a satisfactory outcome 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 Tell us why here

Complaint: [redacted] I am rejecting this response because:First because there were not seprate orders to be delivered on different daysThis order that was delivered on friday was supposed to be canceled by the sales repThis order was through acceptance now and was never cancelled properly by the sales repThis was confirmed by Eric and Rob in your storeThe order was then resubmiited as a credit card paymentThere was orders to be delivered on saturday the 14thSecond there was more than call to the store and to customer service in reference to this delivery for friday the 13thI called the store wednesday 1/11/to question the notification of delivery for friday and was assured there was no delivery for friday the only delivery was for saturdayMy husband then called on thursday evening to customer service number and was again assured that the notification for friday delivery was an errorI then called the customer service number again friday morning when I received notification that delivery would be in minutesMind you I was driving to workI was still told there was no delivery scheduled for friday as my son texted me that the truck was at my house.iFinally because if you listen to that call I asked specifically if I did not accept delivery would I have to wait another week for delivery and I was told yesWe paid for a delivery that included set up of the furnitureIncluding a queen bedroom set not just legs for a couchI'm ready to take it to small claims courtYour response is also very unacceptableI'm not looking to be pacifiedThe way this was handled is a disgrace you should be embarrassed Sincerely, [redacted] ***

[redacted] ] Sent: Monday, August 21, 1:PM To: [redacted] Good afternoon, I recently received a phone call from Bob's Discount Furniture indicating a credit was issued to us after I submitted the complaint The issue has been resolved for Complaint ID [redacted] I can be contacted at [redacted] Thank you Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: not true there first delivery I have email from Melissa with either refund credit of because all my furniture did not arrive on 3/18/please worse delivery service and I submitted photos Bobs is talking about second delivery of their second mirror they send to me not in good shape they gave me two ways one new mirror or a store gift care they can even a good mirror this will be third one and I don't want to buy anything else from a company with bad service Well since bobs wishes to back up their words I ll see a lawyer I have proof of email and letter sent to my home and photos of bad products Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I allowed the service technician to come out to my home on 04/01/to finish putting together the bedWhen he arrived this morning, he could not complete the bed installation because there were wheels missing to the trundle bed This is the second time Bob's has tried to put together this bed and has failed due to an error on their partOnce again, the correct and necessary parts were not sent This has been a month that my daughter has not had a bed to sleep on This is unacceptable My mother took time out of her own schedule to be at the home to meet the delivery/service technician and the bed is still not ready I want all delivery charges removed off of my account and a discount off of the merchandise for all of the stress my family and I have had to endure because of Bob's repeated errors I would also like a technician to finish putting this bed together immediately This is unacceptable Sincerely, [redacted] ***

Good Morning Revdex.com- We are very sorry that this customer is unhappy with the purchase that was made This merchandise was purchased from our Outlet area in the store and was sold “as is, no warranty” This merchandise is clearly marked in the store and kept in a separate area to avoid any confusion The sales order the customer signed is noted in two separate areas with this policy, please see attached In the notes the sales person added it is marked under Special Instructions “ No Service, Warranties or Returns” and in the last page of the sales order, reviewed and signed at time of purchase, in the area marked as SERVICE POLICY Merchandise purchased from our “Outlet” or Clearance Centers that is not brand new/factory fresh is excluded from these factory defect guarantees We did offer a Best Effort service to this customer out of extreme concern for the safety of the household The tech found that the springs could not be repaired If this customer would like to purchase a new spring kit and an installation service we can certainly offer that option This set was sold to this customer at more then 50% off regular retail It was sold as is, no warranty It was sold with the understanding that it is not brand new factory fresh merchandise Best Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com- We have no issue with the customer waiting to respond until they have received the compensation Sincerely, [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Morning Mr [redacted] ,Thank you for choosing Bob's Discount Furniture for your home furnishing needs I understand your concern and began to research your account however, I was unable to locate a purchase history with Bob' Discount Furniture using the identifying information in your Revdex.com complaint.Based on your description it sounds as though you may have financed your furniture order with Acceptance Now; if that is the case I would recommend contacting the Acceptance Now office located in our showroom or redirecting your Revdex.com complaint to Rent-a- Center, the parent company of Acceptance Now.Acceptance Now provides an alternative finance option to Bob's Discount Furniture customers looking to start or rebuild their creditThere is an Acceptance Now office located in each of our showrooms; customers select the furniture from Bob's inventory however, enter into a finance agreement with Acceptance NowBob's Discount Furniture does not have access to the finance terms or payment history.If Acceptance Now was not your method of payment, please forward either the name, customer master, invoice number or telephone number associated with your order.Thank you, [redacted] ***

Complaint: [redacted] I am rejecting this response because:I do not want a gift certificate from the businessAfter numerous failed attempts, they could atleast give me back the purchase price of the bedAfter deliveries to my home, I finally got a new bedMy time is very valuable as I get paid $an hour so having to sit around times to get some screws that the company failed to provide on the first delivery is unacceptableI do not want to do business with this company and therefore reject this monetary compensation that they proposeAlso, they need to check with the dispatch staff for their delivery team as the lady was very rude to the delivery teamThey were behind because they were correcting errors that other delivery teams didWhen they took apart my son's bed, all of the bolts were stripped so the delivery guy had a hard time taking the bed apartIt was so bad that the other delivery driver called customer service and complained about the condition of the bedAt first they didnt understand why a new bed was ordered for missing screws but once he started taking the bed apart he understood and stated I was right in persisting that I get a new bed and he took his time making sure it was assembled properlyThis delivery team was spectacular so I actually gave them a tipAlso, it's pretty ironic how the dispatch team didnt have my cell phone number on 4/7/but they had it on 4/when they needed to get in touch with their delivery teamSo, unless Bob's is going to credit $to my Visa card, we are still in a dispute Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: No one caused this stain in my homeAnd yes it's, only been month since I had this set [redacted] states in writing, "Report your service request within days of each occurrence'It also says "Plus covers you for years against factory defects that can sometimes occur in materials or workmanshipCombined with the accidental coverage, you'll have total peace of mind! The PlUS is US!" The delivery men never looked at the top of the server for stains or felt for unsmooth areas and neither did IAll I saw was how beautiful the set wasFrankly all I was looking for was obvious damages (broken legs, shelves, missing hardware) that most people look forI could have lied but I cannot bring myself to do such a thingWhen I discovered the stain I reported it (that's when I wiped off the top and that's the beginning and end of this occurrence)This stain feels like the marble had not been sanded downIf it had been sanded I probably never would have noticed it at allAfter reading the company's response on Monday, I had my Mom come and look at the stain, to be honest she couldn't see it; she had to run her hand across the top and that was how she knew it was thereBut then she said if there is more than likely there is another one and began looking for other defects while feeling the table and the chairs and she came across areas similar to the server stain on the side of the table that I had not paid any attention to (I didn't do these either)I am attaching picturesI decided to read some of the complaints about BOB"s Furniture from other customers and I am sorry to say I only wish I had looked closer at reviewsThis has taught me a great dealLesson learned 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 We are very sorry to hear that Maggie has not lived up to the customer’s expectations I see that this customer has already spoken with my colleague and it appears the customer has reached an agreement with [redacted] The customer accepted a partial refund on the sofa We ask that the customer responds to us thru this Revdex.com channel if there are any other concerns so that your efforts in mediation assistance are not wasted Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com, While 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 through an entirely different business ( [redacted] Protection Products) 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 Please see the attachment showing the multiple spots of scuffing and scraping on the table The claim was deemed ineligible for coverage as the [redacted] company as that this is accumulated damage and by their assessment the damaged areas do not match the scenario provided; which was the customer stating that the damage occurred when he was wearing a tool belt and accidentally scratched the table [redacted] has the right to deny claims for coverage under their own guidelines and has presented enough evidence to us to support the claim being deniedWhile we truly wish we could, we are unable to force another business into overturning a claim Bobs Discount Furniture’s responsibility under the Goof Proof Plus Plan purchased relates to concerns of manufacturing defects (this is outlined on several pieces of documentation provided at the time of sale) and this damage is clearly not related to a defectI apologize again that we have no further recourse to offer this concern directly at this time Kindest Regards, Stephanie A G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry for the delay and miscommunications this customer has experienced I can see that this customer has had to call in several times and has been given different information I have created the refund for the part order Please reach out with the original card used ( [redacted] ***) as we can only see the last digits for security purposes The refund number is [redacted] I have been in contact with our parts department manager They have in turn contacted the manufacturer The manufacturer no longer makes this bed and has no legs to send us The manufacturer advised that they do not have any similar legs, where the holes would line up correctly We are sorry, but per the manufacturer, we have no recourse to offer Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com- We are very sorry; we are not sure what the customer’s concern is There are no notes in the purchase that he has called into customer care or the store to report any issues after having the exchange If the customer requires assistance we would need to know the nature of the issue Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here