Blue Ridge Travel

Good Afternoon Revdex.com- We are very sorry for the concerns addressed in this complaint The records indicate that the customer has filed a dispute with their credit card company and the credit has been processed We are very sorry that the customer had to go to this extent to receive satisfaction Most of the parts were already shipped, we are still waiting on one set of hardware, which should be in next week Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Complaint: [redacted] I am rejecting this response because:Both issues were reported to them at the same time The damage was found when the person was inspecting the foundation, which was not moved since the install The foundation was damaged either prior to arriving at out house or when the delivery persons put it in the house.This company has no communication skills and does not want to take any responsibility for any of the issues They could have at least responded to my house to see the damaged foundation, and they wouldn't even do thatRegardless of the first issue being their fault or not, the damaged foundation is still on themWe have no use for them, and that was why we were putting the review on the Revdex.com site, so that other consumers are aware Sincerely, [redacted]

Good Afternoon Revdex.com, As stated in my response, we will honor this customer’s request for a refund I offered the customer the choice to proceed with the new sale, or to cancel the new sale, and schedule a return for refund The customer can call into customer care to advise that is how they would like to proceed The dust cover is torn on the pieces in the home, this is not structural damage It is purely cosmetic We apologize that the customer was not happy with what was delivered Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

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 Our tech took photos of the chairs in the home while completing the inspection The damage to one chair seat is obviously not a manufacturing defect If it were, all the chairs would be showing the same concern We have attached a photo of the damaged chair and one of the other chairs We have also attached the [redacted] Plan which lists what is covered and what is not This is not the result of a manufacturing defect We would not be able to offer any other resolution other than the new seat Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Morning Revdex.com- We are very sorry that this sofa did not live up to the customer’s expectationsWe were able to review the photos sent in by the technician with the Service Manager We believe it appears from the photos that the piece has dried out That can cause leather to crack, like all skin it needs to be conditioned Due to the piece only being a year and a half in the home and the amount of damage visible we will offer a resolution to this customer Courtesy Offer for Resolution: If the customer would like to reselect to a different set we will provide a credit (store credit) of 100%This 100% will be based off of the original cost paid for the sofaT [redacted] protection plan does allow for a one-time replacement which fulfills the plan We will waive a new delivery fee for this customer If this customer would like to accept this offer, please do so through the Revdex.com mediation site and we will create the paperwork This would give this customer a credit for reselection of $The customer would then go to the store, let them they have a reselection credit, pick out new merchandise, the store will apply this credit to the new sale and schedule the delivery of the new merchandise with the pickup of the [redacted] Bob sofa Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

I am rejecting the offerI see they are trying to help make things better but we just have been through so much headaches with all of this and I just don't feel like this is a proper solutionThere is nothing they offer that we want or are even interested in for $credit and I am not willing to spend anymore money than we already have with themI understand they are offering the $refund back to our payment method, but when we spent over $1400, $almost seems like an insultI think if we were to get fully refunded for the delivery charge(which was $plus tax) that would make me feel a little better about things and at least start to look at Bob's more positively________________________________________

Good Morning Mr***,Thank you for choosing Bob's Discount Furniture for your bedding needsI apologize that your experience was less than acceptable; your satisfaction with the products and services we offer is our ultimate goal.As an added incentive, we offer to remove old bedding with the purchase of new beddingIn the event the old bedding is severely stained with bodily fluids or otherwise or infested with any type of bugs, our drivers reserve the right to refuse to handle and/or remove the bedding from your home I apologize if this was not explained to you previously as it appears that the situation may have been mishandled on both sidesI understand your expectations and apologize that we failed to satisfy them.The delivery fee covers the delivery, setup and removal of old bedding; while we are unable to refund the full delivery fee I will happy to refund $or issue a $gift card.Bob's Discount Furniture appreciates your business and apologizes for any and all inconvenience we have caused.Thank you, [redacted] **

Complaint: [redacted] I am rejecting this response because: It took that long for my granddaughter to start getting bit by the bed bugsThey are isolated to the chair and the professional exterminater said they are from the chair and were still in therehe has been to my house every weeks since dec and is still finding them in the chairnot in my bedroom or anywhere else in the househe also said he would write a statement saying that and has been in business for yearsI want the chair refunded to me and If possible I want reimbursed for the price of the exterminater of I am a senior citizen on disability and social security and don't appreciate it I also have proof from my granddaughters doctorssomething has to be done about this for I am not rich and went there to buy furniture and got the screws put to methank you Sincerely, [redacted] ***

It appears the company is not going to help make this rightA major company should be able to help with the purchase of a new mattressThey certainly have the money to spareI don't want to click "accept response" because I think it is unacceptableBut I'd like to know what the next step isComplaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***

Good Morning Revdex.com- We are very sorry that this chair 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 any of our stores for reselection or exchange Advice the store there is a credit in the system, the store will schedule the new delivery at the same time as the pickup, ensuring the customer will have a piece in the home Courtesy Offer for Resolution: If the customer would like to reselect to a different chair or receive the same chair again we will provide a credit (store credit) of 100%This 100% will be based off of the original cost paid for the chair Please see attached copy for your recordsKindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison 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 I see that this customer has already spoken with the representative from the Depot Meghan Meghan has advised Bob’s that this claim has been resolved as of 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:As explained to the Manager of this location, my wife was sold a floor model When asked if anything was wrong with the marked down merchandise, the sale's repassured her that nothing was wrong It was explained to my wife that the only reason for the mark down was due to the item being discontinued When I picked this item up, it was already wrapped I was unable to inspect it, but dealing with Bob's many times before, I trusted nothing was wrong This item was being stored on its side which may have had something to do with the current condition The manager offered me a service that requires an out of pocket expense I do not think that I should have to pay for a repair on a brand new item In addition, it is not like I am looking for more credit, a free item, or free service...I offered to buy a brand new model which is valued at more than twice the amount of the current damaged model!!! It is obvious they do not want this damaged piece back because they finally sold it to a "sucker"!!! Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: They are not admitting to what they actually didBelow is a step by step of what happened, they are trying to say we didn’t try the mattress the full days We went in and picked out a mattress based on what we laid on and liked What we received was not the mattress we picked out, we found out afterwards that is was a newer model that was MUCH firmer and they failed to tell us this when we complained to customer care After complaining enough they agreed to let us do an exchange but had to pat another delivery fee When we went to pick out a new one, we first went in as a new customer looking for a mattress, the sales woman was nice and showed us around, when we came to the mattress we originally bought is had a clearance sticker on itAt this point we told her the real reason why we were thereShe said “ oh, they must of shipped you the newer model which was MUCH firmerAt this point it was clear that Bob’s was completely dishonest and failed to tell us the truth on what was truly shipped, but was very good at telling us how bad of a customer we were and failed to give it the required time to brake in We were under a tight time line because I was having MAJOR BACK SURGERY and need the right mattress, not a mattress that was so firm it was like sleeping on plywood To us they did a “bait and switch”We bought one mattress and they shipped us a different one based on the firmness and comfortability The store manager waived the 2nd delivery fee after knowing the full story, In fairness it was their fault we were sent the wrong mattress and that is why we want the difference in price waived, not offering half offering the first delivery fee credited If you read their response, they NEVER ADMITTED TO FAILING TO TELL US THEY SENT US A DIFFERENT MATTRESS BASED IN THE “FIRMNESS” Most good companies pay for their mistakes, Bob’s must not want to be a leader in this marketBe honest, own up to your mistake, apologize to your customer and waive the differenceThey are still blaming us and not admitting to shipping a different mattress.What do we have to do to make this right? I will do whatever it takes till they own up to their mistake, blaming us and treating us poorly on the phone Sincerely, [redacted]

Good Day Revdex.com, Please pass on our sincerest apologies for the inconvenience the multiple deliveries caused our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after their concerns have been resolved 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 usWe have resolved the original concern and delivered the customer the merchandise originally expected in good conditionAt this time any additional accommodation we feel adequate to offer to the customer is a form of our apology and at our internal discretion I see that this was already approved for a refund due to the delay in the part order Parts are ordered directly from the vendor, we do not stock parts Each vendor has their own processing timeframe, and I see for this vendor is does appear to be vendor that takes about days to ship parts This is scheduled to be picked up from the home 3/15/16, I checked to see if we could offer to exchange the pieces that have the hardware packed with them, they are out of stock I apologize that we were not able to make this right for this customer Because this customer purchase through a third party, Acceptance Now, in the store not through Bob’s Discount Furniture, we do not have control over their requirements in regards to canceling the contract and receiving a refund Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Morning Revdex.com- Please pass on our sincere apologies to this family We certainly do not want anyone feeling ill I see this has already been set up for an exchange which is scheduled for 2/23/ I certainly hope that this will rectify the issue for this family Kind Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

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 Goof Proof Plus 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 customer submitted photos of the concern they were having with their performance fabric sofa and loveseat The pictures, attached, show scratches in the material The pieces are not leather, they are fabric The lines in the fabric are straight, consistent with scratches We are very sorry, this damage is not consistent with a manufacturing defect We would not be able to offer any resolution on this damage Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon Revdex.com, Our records indicate that this merchandise was delivered on [redacted] purchased does provide five years of coverage for factory defect concerns directly thru Bobs Discount Furniture Our last service visit to the residence was completed on and the technician provided us with a report that indicates that we serviced the left side facing sofa –inside back cushion for a inch (foot long) seam separation and then serviced the right side facing loveseat –outside back for inch of batting coming thru the seamThere is absolutely no mention of coils/springs popping thru the furniture in the reportI certainly apologize to our customer if the report we have been provided is inaccurate in anyway however as a business servicing thousands of customers a day we must place a certain amount of trust in the integrity of our technician’s reports and the Customer Care Agents that are trained and employed to record these reports At this time the customer is essentially disputing the report we have therefore it is appropriate to ask our customer to provide evidence to support their dispute with Please ask the customer to submit photographic evidence (To the Revdex.com) of the item in its entirety and the concern up close- for example – photo of the entire item at a reasonable distance and a (1) photo of the spring they assert is popping outWe will review whatever evidence the customer wishes to provide for this dispute and respond after with what, if any, further recourse we may be able to offer

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 for accidental damages 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 A photo review was done by [redacted] The customer reported damage to them that was not the result of a single accident called in within days so the claim was denied I reviewed both of the technician’s reports, one from and one from The both listed the damage as non-manufacturing Telling the customer that the damage is unrepairable and the piece should be replaced does not mean Bob’s would be responsible Bob’s is responsible for manufacturing defects This damage is not covered under the [redacted] Plan There are no parts available from the vendor and it is too severely damaged for a tech to repair We would not be able to offer any resolution for this damage Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com- We are sorry that the customer does not accept our explanation We have attached the product description from the mattresses the customer purchased It clearly shows the “cover” that the customer is referring to is part of the mattress The extra cover sent to the customer was not part of the order the customer placed It was the store trying to get them a better deal The customer remains dissatisfied As this customer is within the comfort reselection period and there was an error in the sale we can offer to pickup the mattresses for a full refund of what was paid The return has been written and the customer can call to schedule the pickup for refund at their earliest convenience They would need to have the original credit card used on the purchase For security purposes we do not have access to the entire card number The store does have a secure line or the customer can stop by any Bob’s store to have the card swiped in store and schedule the pickup Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Morning [redacted] , My name is Stephanie G [redacted] and I work for Bobs Discount Furniture as a Corporate Customer Care LiaisonThe Revdex.com is a valuable media channel for both customers and businesses alikeI am so sorry that we put you in a position where you felt necessary to escalate your concern thru this mediation channel, as is this channel remains transparent to the public for viewing of concern and business response – please consider this your initial contact from Bobs Discount Furniture Corporate OfficesShould you prefer a direct communication after your concern has been closed as resolved you are welcome to email me directly at [redacted] I further apologize that your order was at all manipulated beyond a point you cite to have not agreed toI find it disturbing that your concern was initially met with any lack of care and I am so thankful that you gave us a chance to deliver you the new bedding set you initially selected 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 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 you wish not to provide us with another opportunity to deliver merchandise we can understand the reasons why in this scenario and respectfully mention that we have several cash and carry items that can be taken from our showrooms or pit locations as our free gift of apology with use of a gift card I have outlined two compensation offers below for your review: please respond with which one will suit you best in moving forward Option #1: We will refund ½ of the delivery fee paid to the financing account used and provide the other ½ in the form of a Bobs Discount Furniture Gift Card Or Option #2: We will provide a Bobs Discount Furniture Gift Card for the amount of the delivery fee paid ($129.99) Please note: In the event of acceptance the Bobs Gift Card will be processed and mailed to the account holder at: [redacted] Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison