Blue Ridge Travel

Good Morning Revdex.com, Please pass on our sincerest apologies for the customer’s disappointment in their set The customer’s merchandise is far past any warranty our business communicated via the original sales invoice and while we stand behind the quality of our product we do reserve the right to view the merchandise before assessing what courtesy options may be available for resolution Merchandise from any retailer is continually discontinued for several reasons and most of these reasons have nothing to do with the item’s wear patternThis set was delivered over three years ago and in order to keep up with changing trends and home fashion most of our sets have been changed within the past three years Please ask the customer to submit photos of their merchandise (to the Revdex.com) so we can assess the overall quality and condition of the items, if there are no signs of use beyond wear and tear we will respond with what courtesy options we may have to offer for recourse Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Morning Revdex.com- While we are absolutely concerned that this customer is unhappy with his purchase, we have had no issues reported to customer care There is no record that the customer has reported any damages or concerns So per our policy he has not allowed us to fulfill our contract with him SERVICE POLICY We guarantee that our new products will be free from factory defects for one year from date of delivery or pickupOur mattresses and motion furniture may carry additional factory guaranteesYou must report any factory defects to our Customer Care team within one (1) year of possession, and a Customer Care representative will schedule one of our Service Technicians to inspect the item and service it to factory standards at no cost to youIf the Service Technician determines that the factory defect is not serviceable, we will replace the affected item, one timeIf the item is no longer available, you may reselect to other merchandise or we will refund the purchase priceIn the event of a reselection we will charge or credit you for any price difference between the original and the re-selected itemMerchandise purchased from our “Pit” or Clearance Centers that is not brand new/factory fresh is excluded from these factory defect guaranteeswear and tear or customer-caused problems are also excludedService can only be provided within our serviceable area to the original purchaser as stated on your sales receipt In an extreme effort to make this right for this customer if he is willing to submit photos to me I would be willing to discuss an offer for concession to keep This offer would be based on what I can see in the photos We are not in the position to make any offers or discuss any amounts without having photosWe would need at least photos of each issue, one clear cloand one from a distance to allow me to match the piece to the order These photos can be sent through Revdex.com as a mediation service or directly to me at [redacted] I will reach out to the customer directly to discuss options once I have received the photos to review Thank you for your time, Kindest Regards Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

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 worked with Jenn 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: this again is still not the outcome that is acceptableIf I do not receive a refund, I will be putting a claim in with the court for a refund of my merchandise, and also the damages to my home caused by the moving company Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and it is being accepted with reluctanceI am only accepting since the check has been receivedNothing Bob's can do will ever alleviate the impression this isn't a process they practice - continue to drag out a claim so the customer gives up out of frustration Additionally what has been lacking through this entire experience is a sincere apology from anyone involved I'm sure it's obvious I will never purchase anything from the company however, I will definitely share my inexcusable experience Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Regardless of that the policy is we were deceived by the sales person who I specifically asked whether the massage feature was so loud He told us that it would be much quieter at homethat it was load due to the platform the bed was sitting on in the showroom This was an out and out lie because the maintenance person told us that they were all that loud We cannot use the massaging function at all due to the noise It is useless If the salesperson was honest from the beginning this would not be a problem We were told that the Bed had a guarantee and it was not specified to us that the base was not considered part of the Bed As far as we were concerned the Bed was one product with the same day guarantee not just the mattresses In our minds the base is part of the bed and we were not told otherwise They are even included as one price in the total of the receipt not listed separately which would also indicate that it is a complete Bed purchase Unfortunately we are hiring a lawyer and instead of returning just the base we are going to have to put the entire order within the lawsuit Our Lawyer has also recommended that we add all legal fee and the time off we will have to take from work to get this resolved The return policy was not relayed to us in full detail even when he had me sign the receipt The salesperson told me to initial here in a rush to get the order complete I would not have purchased the Bed knowing that the massage feature would be that loud, that it was not returnable and that they were poorly manufactured Bob's Furniture does not stand by their products and has lost this customer I would not recommend Bob's to any of my friends or family Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:It had nothing to do with the set being hoisted because the last set they tried delivering to me was brought damagedI went down to the truck to look at the set before they brought it up into my house & there was seem separation, tears in the bottom & the structure wasn't even sturdyThe set that's in my house that they hoisted into the house is not symmetrical & that has nothing to do with it being hoistedNot to mention if your workers were not allowed to hoist it up over a balcony theñ they should have said something prior to doing it & they NEVER did so I am looking for a $credit & free delivery of the couch I decide to go withI am not the only person that has issues with this set there have been multiple complaints & all of your employees that have come to my house have told me this information Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I am rejecting this response because I had three carpet companies tell me that throw is no way to remove furniture stain from the carpetThey would not guarantee their work on such a stain as the process would likely change the color of the carpetAlso the carpet in the room is brand new and the carpet is one piece of carpetSo it needs to be completely replacedAll of this has been explained in detail several timesIf bobs furniture actually inspected their furniture before they delivered it this could have all been avoidedBut they choose to cut that cornerSurely in the history of furniture delivery carpets have been damaged and needed to be replacedBobs furniture could have made all this money back in new sales from me had they just fixed the carpet they damagedFour months and still no solution? This is a no brained to fix Sincerely, William S [redacted]

Good Afternoon Revdex.com- We are very sorry for any miscommunication The exchange on the table was written up on The customer can call in to customer care at their earliest convenience to schedule the exchange The order numbers are [redacted] We are very sorry the customer was not previously informed Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

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 meBut as a response to ur statement about ur research I did mines as wellYou use the same truck u transfer people old furniture with the new furniture I did not say it was in ur beds I said u brung them there eithed off ur truck or storage they came with ur bedsIm very sadden that u do not take responsibility for ur actionHowever going back and furth with u and Revdex.com is not getting me no where I will do further action between court and my lawyerThis all could of been over and done with if u take what ya done seriouslyI been tired and sick over all this and im done with itHave a company u trust to give u good serious only to turn around give me bad service and not take action to prove to there customer that there greatPlease refund deliver fee to card when u do I woll print that out to show that ya did that in court but u will be paying for this extermenation thank uI'm Sincerely, [redacted]

Good Afternoon Revdex.com, Please pass on our apologies to the customer for the disappointment they are experiencing with the product and for the lack of care they feel their concern is being addressed with We provide a ‘natural characteristics’ poster in our stores that describes the likely and expected traits for this type of productI have attached this document for Revdex.com and consumer’s review for this claim When the customer initially reported their concern we believed the report indicated a disappointment with the natural characteristics of this piece therefore we offered a one time courtesy exchangeNow after the second table delivery we still believe the customer is communicating a disappointment with the natural characteristics of the itemIn an effort to please the customer we provided the option to them of picking a different product (not made with stone) that may suit their expectations betterAs a business we must take into consideration that with this offer we are now agreeing to remove another table that has nothing structurally wrong with it due to customer preferenceIn all fairness our business did not fail our customer in delivering adequate product that is up to the manufacturing standards of the pieceAs a retailer we also took proactive action to make the consumer aware of what should be expected of this piece prior to the initial sale being completed (by displaying the stone poster information in location) If the customer still wishes to make a reselection on the table because they are unhappy with the natural character of this item we will agree, as another courtesy, to waive the new delivery fee associated with the reselection If the customer disputes this response because they truly believe their table is structurally damaged they are welcome to send thru photos of these damages and we will review these pictures with our Service Management Team to see if any further resolution offer should be made off of the current table top in the home Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Morning Revdex.com- We are sorry that there is continued confusion with this credit The [redacted] allows for a one time replacement only If this customer would like to retain custody of this piece we can offer services or parts unlimited for the five year period We will not be able to extend an offer to credit for the [redacted] *** We extended this offer as a courtesy; our tech deemed that this piece had no manufacturing defects He deemed the piece had been damaged in the home We would not be able to offer to refund this piece Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon [redacted] , I’m sorry to learn of your disappointment in the set you purchased and the lack of follow up your concern has been receivingYour account records indicate that one of our ‘Account Management Specialists’ reviewed your pictures and did not locate any “peeling” Your account indicates that a few spots of wear and tear are noticeable off the seams however this is not a defect in your merchandise If you are able to send me those same photos – thru this Revdex.com mediation channel please – I’d be happy to review your case again with our Service Management Team and respond with what, if any, recourse we may have to offer you Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com- Due to the intricate nature of this complaint, we have reached out to the customer directly to discuss our offer of resolution We hope to hear back from the customer to discuss the offer in depth We thank the Revdex.com for bringing this to our attention Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Afternoon Mr [redacted] , Thank you for choosing Bob's Discount FurnitureI apologize for the failed delivery attempt and inconvenience we have causedTwo to three days prior to a scheduled delivery our automated system is programmed to call each customer, informing them of the estimated four hour delivery time frameAt the time of purchase or a couple days prior to delivery, you make request either a half hour or one hour call aheadOur drivers indicate that they called and spoke with you at approximately 2:15pm on May 29th to inform you that they were approximately one hour away from your homeWhen they arrived at 3:20pm you were not there however, they were instructed to wait a half hour before being allowed to move onThere appears to be some inconsistencies between the driver's account of events vsyour statement; either way we have failed you as our intention was to deliver your furniture on May 29, 2015.I apologize for the service you have described receiving from both the store and customer care representativesI'd like to believe that there was a miscommunication as customer service and problem resolution are a few of the expectations of each representative of Bob's Discount Furniture.I understand your request for delivery on June 1st (Monday) however, our delivery schedule/availability is Tuesday- Saturday (Monday deliveries are generally reserved for peak season and holidays)Currently your delivery is scheduled for June 2nd between the hours of 10:45am and 2:45pm; you make track your delivery online at [redacted] and enter your customer master [redacted] There is a one hour call ahead request notated on your account.Your patience and business is greatly appreciatedOnce delivery is complete, I will be happy to issue a $gift card (half of the delivery fee) to be used toward a future purchase or accent item to compliment your new tables.Thank you, [redacted] **

Good Afternoon Revdex.com- We are very sorry for the part delay The parts supervisor has been in contact with the vendor and they are not able to advise us on when they expect to ship For this reason, we have set up an exchange for the TV Chest If the customer would please call into customer care at their earliest convenience we can have the piece exchanged The sales order for this exchange is [redacted] We are very sorry for the delay in the part order 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 usThere are many training opportunities in this failure The issues the customer has presented will be addressed appropriately I see that this customer has already spoken with my colleague and it appears the customer will be working closely with Kaylin to rectify the situation and reach a satisfactory outcomeThe delivery was successfully completed today 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 Afternoon Revdex.com- We are very sorry that the customer is frustrated We do stand behind the plan and offer resolution through Bob’s on manufacturing defects and through [redacted] on damages reported to them per the policy, verified as damage resulting from a single accident We are glad that the customer was able to have a previous claim resolved and very sorry that the current damage does not qualify Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon Revdex.com- We are very sorry for the concern listed on this complaint We absolutely believe it is unacceptable that this has been going on for over two months We feel at this point we may have to take over the claim Can the customer please forward to the Revdex.com a photo of the damaged door and a copy of the estimate? Once we have received those we will reach out to the customer directly with a resolution Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Revdex.com: I have reviewed the response made by the business in reference to complaint [redacted] and find that this resolution is satisfactory to me Sincerely, [redacted] ***