Blue Ridge Travel

Complaint: [redacted] I am rejecting this response because: Bob’s furniture had me take off from work and lose money for that dayThey said they came to the house with the chair and I did not answerThen depending on who you speak with they still have the chairSo they still had me waitingI call back and they want me to call around to track it down, when I asked them to track it down all of a sudden they don’t have itWell, I know they have the chair they are just to lazyThat’s why there tune changedI know if they have just actually try and make a few phone calls to the driver who originally had the delivery and the warehouse personnel they will find itI know why they are so cheap,not only the lack of product support but the lack of professionalism and customer serviceSo I reject this until someone higher up explains to me every step and call they made to at least try to locate the product I took a day from work to receive Sincerely, [redacted]

Good Afternoon Revdex.com- We are very sorry that this piece did not live up to the customer’s expectations The customer was given the reselection they were seeking and is set up for the new merchandise to be exchanged with the pushback chaise We hope the new merchandise will be a better fit for the customer Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Morning Revdex.com- Please pass on our sincerest apologies for the inconvenience the multiple deliveries and damaged product continues to cause our customerWe can certainly understand the customer’s frustration 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 usAs the retailer we have taken full responsibility for the damages that may have occurred at the factory overseas or during the extensive transit the merchandise endures prior to arriving to our customer We currently have an even exchange pending to resolve the remaining concern with this merchandise We would ask the customer to call in at their earliest convenience to schedule the exchange I have commented it to ensure that it will receive a White Glove inspectionPlease bear in mind the inspection team would need at least days notice to complete the inspection once scheduled If the order is set up to be a rush delivery it will not allow sufficient time to complete the inspection I have also noted in the account that if we fail this customer again and they choose to have everything picked up for a refund, it is authorized I want to ensure that this customer understands we do own our failures and we want to win back their trust and get this bunkbed delivered correctly The pressure should be on us, not the customer Kind Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

Good Afternoon Revdex.com- We are sincerely sorry for any confusion- the customer paid for the 1st ottoman via [redacted] They then added a second ottoman that they paid for with cash The first otto was not available The second otto that was paid by cash was delivered with the rest of the merchandise [redacted] policy is the customer can only be billed for what is delivered after the delivery is completed As we were never able to deliver the ottoman that was purchased via [redacted] they were never billed for it We are very sorry; Accounting would not be able to issue a refund by check for a piece that the customer did not pay for If they require more information on what they were billed for, [redacted] can go through a detailed report of the items they were billed for Due to the misinformation the customer has been given and the delay and then being told the original otto was not going to be available, we have credited the [redacted] account in the amount of $as a token of apology for these issues Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Complaint: [redacted] I am rejecting this response because:I don't agree with the assumptions made by the Bobs Furniture representative They claim that because they saw no evidence of nail polish remover in the photos, such as dripping, they wont cover the damage They also stated that the bonded leather products they sell are prone to cracking and peeling so they are blaming the peeling on defective merchandise I dont know how they would see dripping if the nail polish remover was immediately cleaned off The peeling only happened in those areas where the nail polish remover contacted with the couch As the pictures clearly showed, the cracking and peeling is not pervasive but only in the areas where the nail polish remover spilledThe couch is in otherwise very good shape.The company's position on this is a circular argument They are not covering this because they're claiming its a manufacturer defect However, the defect only happened in the areas where the nail polish remover was spilledSo the company's defense is that the isolated damage is not from the spill, instead it due to their substandard merchandiseI'm troubled that the company would write that cracking and peeling is very common with bonded leather products Is that something they advertise when they sell their merchandise, its not I was not told that when I purchased it This simply appears to be an example of a company not keeping its contractual agreements and advertising The Goof Proof contract at the time of sale was provided in a colorful sleeve showing graphic art of wine, pens, nail polish, paint, and a nice cartoon of Bob and the caption stating, "Accidents Will Happen, Don't Worry, We Have You Covered." I had no idea this was such a scam until this happened to me and I started communicating with other people who had this happened to themThis seems to be Bob's business model Sell these Goof Proof Plans and never meet your obligations I don't accept the company's response [redacted] Sincerely, [redacted]

Good Afternoon Revdex.com- We are sincerely sorry for this failure We understand the customer chose the option to pick up instead of delivery Unfortunately, a delivery fee of $would have included the exchange that was necessary As the customer made the decision to pick up, we would not be offering compensation for the original round trip We will however, offer to compensate based on the customer having to make the second round trip with the merchandise We are willing to offer the customer a $store credit This would enable the customer to purchase from our Outlet location, very close to the customer’s home If the customer would like to accept this token of apology, they can answer the Revdex.com that it is accepted and we will place the credit for a future purchase on the customer’s account Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon Revdex.com- We are very sorry for this customer’s poor experience The set purchased does have some configurations that are listed at the $price point The configuration the customer chose is a higher priced option We are very sorry if the salesperson did not make that clear We have offered the customer the options we have available We do have other pieces that can be delivered for this set We have offered to pick up the piece in the home for a refund due to our failure or the customer can choose a reselection to another set We are very sorry for the inconvenience this has caused Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Complaint: [redacted] I am rejecting this response because:There is no indication or laundering instructions attached to the furniture I was left with no warranty Bob's has been unwilling to provide me with an actual copy of the warranty, but this is definitely a manufacturing defect The materials separated at the seam, and unraveled The same thing happened to a pillow cushion, which was not laundered See attached pictures.I laundered the cushion covers for the love seat and sofa, with no problems.I would appreciate Bob's stepping up and replacing the back and seat cushion covers, and a pillow cover Sincerely, [redacted] ***

Good Afternoon Revdex.com,I spoke with Mrs [redacted] on April 27, and agreed to refund half the cost of the part order ($50.00)There may be a discrepancy between the service report and her explanation of the damage to the remoteDuring that telephone conversation I explained to Mrs [redacted] that the explanation and type of damage she is reporting would have resulted in a denied goof proof claimGoof proof is designed to provide coverage against most common types of in home accidental damage and furthermore the remote for a power bed or recliner is not covered as it is considered a hardware or accessory item.Mrs [redacted] has my direct number and is more than welcome to contact me directly, in the event she needs assistance in the future.Thanks [redacted]

Complaint: [redacted] I am rejecting this response because: once again Bob's Discount furniture store representative has lied and they did not refund my money on January 19, It's clear to anyone that there was no special order or request and I have been continuously given a difficult time Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I HAVE TO SAY THAT THE CUSTOMER SERVICE DOES NOT KNOW WHAT THEY ARE DOING AT ALL UT AS FOR ME THE CUSTOMER I AM SO SICK AND TIRED OF GOING BACK AND FORTH WITH THIS NONSENSE I AM GOING TO REPEAT MYSELF FOR THE LAST TIME THAT THE DRIVER WHO DELIVERED THE COUCH AND TOOK THE OLD ONE WAS NOT LEAVING WITH OUT THE MATTRESS AND I ASKED HIM TO CALL AND SPEAK TO THEM AND LET THEM KNOW THAT WE ARE SWAPPING OUT HE HAD TO VERIFY IT BUT THIS WOULD HAVE NOT HAPPENED IF THEY PUT THE RIGHT PAPER WORK INTO THE SYSTEM INSTEAD OF MAKING ME WASTE TIME GOING BACK TO THE STORE THAN THE CUSTOMER SERVICE DEPARTMENTIF THIS DOES NOT GET STRAIGHTENED OUT AFTER THIS LAST TIME I AM GOING TO HAVE TO TAKE FURTHER ACTION BECAUSE THIS IS TOO MUCH GOING BACK AND FORTH I HAVE NEVER DEALT WITH THE PERSON RESPONDING TO THIS COMPLAINT SO I HAVE ALL MY NOTES AND DATES NO ONE EVER OWES MONEY AFTER THE FACT I HAVE TO GO INTO THE STORE TO PURCHASE SOMETHING ELSE TO FIND OUT I OWE PLEASE THIS IS SO DAM LAME IT IS NOT FUNNYAND VERY DISGRACEFUL FOR A BIG COMPANY TO DO SOMETHING LIKE THISI HAVE PURCHASED LOTS OF FURNITURE FROM BOBS AND NEVER ENCOUNTERED A MESS LIKE THIS AND I DON'T GIVE UP WHEN I RIGHT AND I HAVE THE PROOF NOT EVEN DOES THE STORE BELIEVE THIS Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because the response is vague and it does not address my numerous attempts to resolve and the running around I received from both the corporate and store levels.I requested the check to be returned via registered or over night mailingsIt appears they failed to comply with said requestsAlthough, I loved my initial purchase, I have no intent to ever shop there againWhen I called to cancel this purchase I provided my current addressThey failed to properly complete the transactionThis is a failure at Customer Service.I was requesting additional funds due to MY TIME, AGGRAVATION and FRUSTRATION with the situation and I needed to seek assistance with my blood pressure each and every time I spoke to anyone associated with Bob's Sincerely, [redacted]

Good Afternoon Revdex.com- We are very sorry the customer is so frustrated Every call that is made from our Supervisors and our accounting department is recorded We have tried to reach the customer many times This is what is noted in the account- Date of Delivery Team reported Nightstand and [redacted] chest had sustained damaged Service was created and scheduled for Tech was at the home within the estimated two hour window and customer was not Customer requested we schedule for a Saturday but we only have a tech in the area on Wednesdays so we were unable to grant that request The customer did not reschedule The nightstand was successfully exchanged on The paperwork was created to exchange the [redacted] chest The customer did not schedule the exchange The customer started a dispute with his credit card We provided [redacted] with the details of the numerous calls we have made and the steps we have taken to rectify the two pieces that came damaged The dispute was dismissed We have called the customer on the following dates- 8/31/17, 11/17/17, 11/21/17, 12/8/17, 12/12/17, 12/13/17, 12/21/ The customer then voiced a complaint to one of our corporate executives and was called on 12/27/by one of our Supervisors We have left detailed messages and sent emails on what we are able and prepared to do to rectify these concerns The customer has not been willing to work with us to resolve the issues Our refund policy from our sales order reads as follows- CANCELLATIONS, RETURNS AND REFUNDS It's the Bob's Way to be open, honest and clear! So here's our clear & simple refund and return policy · You may cancel your order for a full refund at any time up until the day of delivery or pickup · Once you accept your furniture it cannot be returned with a few exceptions o Unserviceable Factory Defects within Year § If an item has an unserviceable factory defect it will be replaced Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with us The delivery was not able to be completed As this was our third attempt we can either honor the customer’s request to have the merchandise picked up for a refund or we can offer to compensate back to [redacted] We ask that the customer responds to us thru this Revdex.com channel to advise if they would like the merchandise picked up for a full refund or they would like to proceed with the next attempt scheduled and receive the compensation to the [redacted] account Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Morning Revdex.com, Please pass on our sincerest apologies for the inconvenience the delivery experience caused our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after the completion of their delivery 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 usWhile it is not procedure to so we do recognize that we have failed our customer and we are willing to make an exception in this case to work above our compensation guidelines and policies We have completed the delivery at this time We have not been advised there are any other outstanding issues We would like to offer the customer a gift card as a token of apology We can understand that they may have lost faith in our delivery process There are many items available to take from the store as well This gift card can be used towards a larger purchase or to purchase lamps, rugs, wall hangings or statues We hope that the offer of the gift card will be seen as an attempt to make the situation right and the item purchased will remind the customer that we do value our customer’s time At this time we would like to offer this customer a Bob’s Ecard in the amount of $ If this customer wishes to accept this offer they can simply reply to Revdex.com that they accept We will then send the necessary paperwork to our gift card processing team and the Ecard will be sent directly to the email address on this complaint in 3-business days Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

Good Morning Revdex.com, Please pass on our sincerest apologies for the frustrations the multiple deliveries and failures have caused our customerI must admit that I am confused by the customer’s complaint and the avenue for which she is seeking assistance on currentlyOur records indicate that as of the merchandise from the Diva Bedroom Set was fully delivered and as of today (9.07.2015) there are no reported concerns with the merchandise remaining As the customer has communicated that they are unhappy with the quality of the bedroom set we have entered in a reselection credit on the pc set so that they can re –select to a set they find fits their standards better Given the status of the account and the details of this complaint I believe the reselection credit to be an appropriate resolution offer at this timeThe customer is welcome to visit any showroom and provide this credit number – [redacted] (within the next two months) to access their store credit fundsWe will remove the current set in the customer’s home on the same date we deliver their new selection and as a further form of apology we will offer to cover all delivery/pick up fees associated with this reselection While we remain very sorry that we continually failed our customer a refund is not an option we can offer on merchandise that currently has no concerns and is accepted in the homeIf I am incorrect please have the customer respond to us via this Revdex.com channel with details on which item (out the 9) is experiencing a concern and specifically what type of concern the item is experiencing at this timeIf this avenue is necessary we will respond back with new resolution offers based off of the report the customer provides us with Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Complaint: [redacted] I am rejecting this response because: Apparently Tracy S [redacted] you do not know what customer service isOne, I NEVER received a courtesy call from the salesman Anthony G [redacted] informing me I was approvedThis is call customer service, which I should have received I found out about the approval, by checking my credit report and I contacted themI SHOULD NOT HAVE HAD TO CONTACT THE CREDIT AGENCY! I will NEVER buy from Bob's furniture again and I will not recommend anyone to Bob'sCustomer service rating is an F Sincerely, [redacted]

Good Afternoon Revdex.com- We are very sorry for the delay in the part order We do see that the customer was advised the parts were to be expected in April and MayIt is now showing that the parts will be sent June/July As a retailor and not a manufacturer, we have very little control on part order fulfillment We have to request the parts be sent from the manufacturer They then provide us with a date that they expect to deliver If they have an issue in the factory or in shipping, it delays the parts When this happens, we offer the customer the option of reselecting The Goof Proof Plan that the customer purchased allows for unlimited parts and service through the life of the plan It does allow for a one time replacement In accepting the reselection, it would fulfill the plan The customer was offered the option of a store credit to reselect They declined this option The offer stands If the customer would like to reselect, we can set up the store credit to choose something else We would waive the new delivery fee If the customer would like to wait for the parts, we will ship them as soon as they are received from the manufacturer Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon Revdex.com, Please pass on our sincerest apologies for the inconvenience this delivery experience caused our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after the completion of their delivery 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 usNormally 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 one of the largest furniture retailers 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 we are a company with a core value of fairness we are unable to offer apology amounts off of any individual’s time or factory fresh merchandise that stands in good condition in the homeWhile it is not procedure to so we do recognize that we have failed our customer and we are willing to make an exception in this case to work above our compensation guidelines and policies I have listed three (3) options below for the customer to choose from for compensationPlease have the customer select (1) one option and respond back to us via this Revdex.com channel: Option #1: We will process a Bobs Discount Furniture Gift Card in the full amount of the delivery fee paid ($129.99) -Or- Option #2: We will process a Bobs Discount Furniture Gift Card for ½ the amount of the delivery fee paid and refund the remaining ½ to the customer’s original method of payment -Or- Option #3: We will process a refund to the customer’s original method of payment in the full amount of the delivery fee paid ($129.99) We look forward to hearing back from our customer and we apologize again for the time that this concern has taken away from her Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Thank you for helping me resolve my issueUnfortunately I wasn't able to get exactly what I wanted which was the bench to arrive at a sooner date but I am satisfied with their responseI hope everything goes well on March 20th and I recieve a bench with legs that are the same sizeThank you again and have a great day Brian Bakey Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12012270, and find that this resolution is satisfactory to me Sincerely, Brian Bakey