Blue Ridge Travel

Complaint: [redacted] I am rejecting this response because: you can see in the photo that the stitching came lose and they are avoiding the framing in the couch came loose and there's nails sticking out of the couchI will be contacting the attorney general's office advertisement and will be taking legal action against Bob's discount furniture if they don't uphold there warranteewitnesses of the tech saying that the would replace the couch bob's discount furniture should be ashamed taking avantage of a father of with cancer and myself.I have attached two photos showing the needle sticking out and the wood frame broken Sincerely, [redacted]

Good Afternoon Revdex.com, We have absolutely failed this customer There have been too many attempts to make this right and we have not been able to get a set in the home, correctly There have been issues with damages, issues with the delivery team We do have another exchange attempt scheduled for May 14, If the customer would like to have the pieces picked up for a refund, we can honor that request at this point If the customer would like to wait and see if the exchange can be completed on May 14th we can wait and if it fails that day, the team can remove the set in the home for a refund back to the original method of payment the Visa card If the exchange is successful and we are finally able to deliver a show room quality set we can absolutely offer compensation for the multiple failures going back to June back to the Visa card Please advise which option the customer would like to accept- We can cancel the exchange and set up a pick up for refund instead, returns are schedule Tuesdays through Fridays only We can proceed with the exchange on May and if it fails we can have the team take back both sets and we can process the refund If it is successful we can process compensation to the original method of payment Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com- We apologize for the frustration this customer is experiencing with these damages The damages reported are not repairable so we would not be able to send one of our technicians to the home While we can sympathize with the displeasure this customer is dealing with that these damages are not going to be covered, we need to state that this customer paid for the [redacted] in April of In August of [redacted] covered a replacement piece with the value of $ The coverage works when the reported damages fall under [redacted] ’s guidelines Not all damages are accidental Not all damages will be covered under this protection plan We are sorry that these reported damages will not be covered under the plans guidelines Kindest Regards, Tracy Sanborn Bobs Discount Furniture Customer Care Corporate Liaison

Good Morning Revdex.com, We are sorry that this customer has been so disappointed by Bob’s We regret that if the customer is unwilling to provide the photos requested we will have no recourse at all we can offer We hope that the customer will reconsider and submit the photos Kindest Regards, Tracy S [redacted] Bobs Discount Furniture, Corporate Customer Care Liaison

Good Morning- We are very sorry for the numerous failures that this customer has had to endure We have reached out to them directly to discuss our offer for compensation The customer has accepted the offer and will reach out to Revdex.com to advise if there are any other questions or concerns Please call the store with Credit Card in hand to complete the compensation process Anytime after 10am and before 9pm Dial ###-###-####Press the number one (3) 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 and complete the processing Kindest Regards, Tracy S [redacted] Corporate Customer Care Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com- We are very sorry that the customer is not satisfied with the [redacted] Bed and [redacted] Mattress We have reviewed the photos of the bed and mattress that were submitted The bed appears to be a Queen sized It is for about 1-2” on each side to show This is purposely done to allow for the tucking in of comforters With platforms beds the blankets and comforters need to be tucked to be able to use the drawers We are very sorry if the customer was not made aware of this prior to purchaseSincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

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 [redacted] *** *** This protection plan 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 plan is through a third party company, [redacted] [redacted] covers the merchandise damage resulting from a single accident 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 The tech deemed the cores in the [redacted] set were wearing uneven and advised Bob’s to order replacement cores You can see from the attached photos the cores were the only concern The customer did not accept the option of a part order and was granted the reselection, with a usage fee on the non-damaged piece The customer reselected to [redacted] set The tech deemed this set to be up to manufacturing standards The customer escalated and was granted a 1x courtesy reselection Any courtesy offer made includes the customer paying a new delivery fee The customer indicates [redacted] credit will expire That is correct; if it expires it will not be able to be reinstated If the customer choses a more expensive set than the customer would be responsible to pay the difference on the order Bob’s will not be covering the difference Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon Revdex.com, As I have communicated several times- the rug cannot be replaced by our business as our business is not responsible for the damage associated with this rug The customer has been accommodated as a courtesy from our business again and Option #(as listed in my previous communication has been processed)Should the customer decide to purchase the same rug we will not be able to make another offer of courtesy should a future accident occur inside the residence causing damage to the rug This customer is already familiar with the process of reselection thru our company and can visit our Bobs store location to use the active credit For their records the credit number is This store credit will expire in two months if it has not been used by that time (expires on 2.08.2016) Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaisons

Good Afternoon Revdex.com- We are very sorry that the exchange was incorrectly written and the team brought out the wrong piece several times The customer has been offered compensation which they accepted and was processed back to the original method of payment Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and found that they needed more info from me about my account,My address is [redacted] **,the order number is [redacted] and the master number Tiffany asked for is [redacted] .My phone number is [redacted] ,she said she had to look up my account see what my options are,I guees we can go from there,cause I feel I was really treated bad and that they gave my info,

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] ***money has been returned I will never use bobs again and have told everyone I know about my experience with pic s of dirty mattress still in the plastic this is an unexceptible practice

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 spoke to Tracy S [redacted] and I'm satisfied that Bob's is going to replace the defective reclinerThank you for helping me resolve this issue so promptlyUntil the Revdex.com got involved, they were not willing to resolve itTo me, that speaks volumes on how Bob's conducts businessI truly appreciate your efforts Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:As I mentioned before the bed bugs were delivered in the sectional from the warehouseI do not need a history of bed bug information from Bob's FurnitureI am well aware of how you get bed bugs, where they dwell, and how to get rid of themUnless you actually find them and exterminate them directly they live in crevices and are very hard to killI know Bob"s mentioned they spray but just spraying does not kill themThere are many other reviews online stating that customers have received their furniture with bed bugs from Bob"sMy exterminator did not find them anywhere else but in the sectionalI asked Bob's to come pick up the sectional within their day guaranteeTHEY REFUSED!! What was I suppose to do, keep the couch with bed bugs? All I want is my money backIt is BOb's fault they did not receive the merchandise backThey refused to pick it up or even send someone to my houseI spent thousands of dollars on exterminators, hotels, new furniture and all I want is my money back for the sectional I had to throw away because they would not pick it up or exchange itPlease do the right thing and do not make excuses or preach to me about the history of bed bugs Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:I never agreed to the $gift cardI am not accepting the $gift card after I made it very clear via email and over the phone that I wanted a partial refund, NOT A GIFT CARDIt's ridiculous that you offer a $gift card instead of a partial refundIt's a ploy to get the customer to come back to the store, spend more than $and then be fooled again by receiving low-quality merchandise.It is also ridiculous that you do not accept responsibility for a mistake that was made on your end, not the customer'sEvery other store that I've ever had a similar issue with had no problem with issuing a partial refund in a timely mannerEveryone else has gone above and beyond.What is even more ridiculous is your claim that do not offer refunds on any pieces that have been picked up by a customer and assembledI opted to pick the furniture and assemble it myself after the horror stories that I've read and heard about about the delivery and assembly serviceI would have run into the same issues if I paid to have it delivered and assembled because it would have been the same furniture with the wrong partsAnd you want to penalize me from trying to avoid those issues and the extra cost?The issue with the two damaged chairs has still not been addressed, which is why I wanted to return the entire set to the store for a FULL REFUND if a PARTIAL REFUND (NOT A GIFT CARD) wasn't issued.The partial refund is for the fact that I was sold defective furniture as well as the time, gas, and frustration that I have to go back to the store again to try to get this issue resolvedIt's also advertising that you're no gimmicks because this is a rather large gimmick if you ask me.I expect a timely resolution to this matter Sincerely, [redacted]

Good Afternoon Revdex.com, Our records indicate that this customer last completed a pick up of the replacement chair on At this time (12.12.2015) I believe that the customer is still communicating that the chair they took from us on was “the wrong chair” Can you please ask the customer to describe specifically how/why the chair they picked up on is incorrect? Is there a variation in the color of the replacement chair verse the other chairs? Was the replacement chair the customer picked up on not an arm chair? Please let our customer know that we are very sorry for any inconvenience we have caused while trying to replace the damaged chair and the answers to the above questions will help us ensure that we do not fail our customer again

Good Afternoon Revdex.com- We've reviewed current research and have consulted with professional, and knowledgeable, entomologists who have cleared up a lot of misconceptions about these insects People often correlate bed bugs with furniture yet we are aware of no research that would even suggest that bed bugs originate from new furniture According to the Centers for Disease Control ("CDC"): "Bed bugs are usually transported from place to place as people travel." As a result, bed bugs are commonly found in areas such as college dormitories, nursing homes, movie theatres, hotels, multi-dwelling housing and they can even go undetected in a home for months hiding in/under carpets, curtains and wallpaperThe CDC’s government website will provide you with additional information regarding bed bugs http://www.cdc.gov/nceh/ehs/topics/bedbugs.htm While we can appreciate [redacted] concerns, please rest assured that Bob’s Discount Furniture takes great pride in our reputation and record for delivering quality products to our satisfied and loyal customers Any claim that the source of bed bugs was a wrapped new furniture product is plainly without merit We had the pieces inspected when they returned on the truck, there was no evidence of bed bugs yet we had the pieces destroyed as a precaution We do take every possible precaution to ensure our customer’s are protected In an effort to try to make this right for the customer we are willing to refund the delivery fee from this purchase We can either refund the $to the visa card used or as a corporate check We would not be able to extend an offer for a discount on the purchase I am so sorry that you have to deal with this concern and I apologize again that Bobs Discount Furniture is unable to take responsibility for an occurrence that was not caused by the furnishings you purchased from us Kindest Regards, Tracy S Corporate Customer Care Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com- 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 go to any Bob’s Discount Furniture 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: We are offering 100% credit on the stairway unit only This will fulfill the one time replacement that the [redacted] insurance coversI have set up the paperwork if this customer wishes to have the new stairway covered for five years the cost of adding [redacted] insurance would be $ We will cover the delivery fee and installation When the team comes to home with new unit they will remove old pieces If the customer wishes to have the GPP added please call ###-###-#### when you hear Bob’s voice hit to be connected The store will be able to schedule the exchange Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

Good Morning Revdex.com, We responded to the concern directly to this customer’s email from our offices today (Tuesday, July 28, 10:AM) Regretfully there is no record of the initial phone call that this claimant alleges to have reported on day of delivery (7.08.2015)The first record we have of any property damage report is from nineteen days after deliveryIn an effort to help this claimant move forward we have filed the property claim as of today and following all property claim processing procedures the claim has been sent to the third party trucking company who allegedly caused this damage We assure the claimant that their concern as reported on has been correctly filed with the third party trucking company involved and we will ensure the obvious coaching concerns presented are addressed accordingly As this property claim is being handled by the trucking company that caused the damages, the claimant can expect follow up from that third party and not Bobs Discount Furniture directlyThis trucking company is owed a fair chance to process resolution on their claim prior to Bobs Discount Furniture asserting ourselves into a situation where it is most likely unnecessary I have personally ensured that the trucking company involved is aware of this claimant’s concern and need for follow upI have provided the third party with the customer’s contact information as it was provided to the Revdex.com Should the customer wish to speak with the party directly handling their claim I have listed the appropriate contact information below: [redacted] Office Administrator [redacted] Companies [redacted] [redacted]

Complaint: [redacted] I am rejecting this response because: while I will accept the exchange piece tomorrow (4/6/2016), I do not feel that $is an acceptable compensation for the delays and lack of quality within the product AND their customer service department over the past six monthsThe responsibility falls solely on Bob's in this caseI did everything I could to follow up and express my concerns and to mitigate this situation before contacting the Revdex.com Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I was offered a $credit towards replacement chairs Looking on the Bob's website, they no longer sell the dining room table I have nor do they sell the chair I have a year old piece dining room set which is now pieces since we have an unusable chair and they don't make the chairs anymore A $credit would not even cover the cost of chair off of their website as the cheapest chair online is $ At this point, the only way I would accept the offer is if I was given matching chair to the set that I currently have and not to another set so the chair doesn't match Additionally, the protection plan that we were sold is extremely misleading as we were under the impression it would cover issues such as this Why would anyone in their right mind spend an additional $on a protection plan that only covers you coming out to color in a scratch on the table with a marker? Sincerely, [redacted]