Blue Ridge Travel

Good Morning Revdex.com, Please pass on our apologies for the disappointment our customer has experienced with this purchase As the customer has indicated they made agreements for purchase thru the [redacted] [redacted] has paid Bobs Discount Furniture in full for this purchase and the agreement the customer signed to continually pay the [redacted] Company back is not a document that we are able to control or make changes to Based on the agreement the customer signed with [redacted] directly our company cannot make the choice to remove the merchandise from the home and return fundsThe customer has been making payments to [redacted] and not Bobs Discount Furniture therefore they would need to speak to [redacted] to determine what options they have for removal/refund on their product Our system fully indicates that we removed the delivery charge associated with the sales order prior to the customer’s order being completed (I.E- We never charged the customer for delivery)Our records show this was completed as of via our retail locationIt is not for us to offer compensation in this form so I am confident in stating that our retail location acted above policy to initially meet this individual’s level of disappointment from our failure As of we processed the $Gift Card Offer we made as the customer accepted it and advised us to send it to their email (on top of the delivery fee waiver) and at this time we stand behind the compensation we have provided as the most fair and adequate offers we can makeAs a business we have delivered the delayed product thus rectifying this customer’ original concern – any form of apology outside of making the concern we caused right is determined solely at the internal discretion of our business We can absolutely address any defect concern within the merchandise however our records show no report of any concern with the bed made to us directlyCan you please ask the customer to elaborate (via the Revdex.com) on what the concern is so that we can determine the best recourse to offer for the product itself? Kindest Regards, Stephanie AGauthier Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon [redacted] We are very sorry for the multiple delivery attempts you have had to endure I do see those attempts listed on your account I believe that the offer of compensation was a fair offer We do not normally offer compensation as a refund for multiple delivery attempts In an attempt to make this right for you I am willing to go above what our standard procedure is and offer you the compensation as a refund back to your original credit card While this is not practice, I do feel that it is warranted in your case It would be for the amount that was previously discussed with you, $ I have canceled the request for the gift card and set up the refund paperwork for the $ This will be final compensation and the amount in non negotiable I hope that you find this to be a fair compromise between what has been offered and what you requested in your complaint I have created all the necessary paperwork for you in advance in an effort to make this as easy for you as possible – once the original credit card number is entered into the transactions the refund(s) should process back to you within 5-business days o Anytime after 10am and before 9pm Dial ###-###-#### o Press the number one (1) on your keypad when you hear Bobs voice o When 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] o At that point they will take the credit card information from you and complete the processing, this can only be refunded to the original credit card MC ending in [redacted] In most cases any remaining questions regarding refund processing time can be answered by reviewing the policies listed on your sales receipt Kindest Regards, Tracy S [redacted] Corporate Customer Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com- We are sincerely sorry for the delay in having this concern rectified It appears the wrong part was sent and the customer has already been set up for an exchange This is scheduled to be exchanged on We certainly expect the new one will be damage free Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon Revdex.com, Please pass on our sincerest apologies to the customer for the disappointments they have experienced from usI certainly don’t blame our customer for being upset with us and assure our customer that we stand behind the value of our merchandise and never intended to let them downIn reviewing the customer’s account I find no open or pending concerns as our records indicate we have processed a return of all associated funds to the customer’s financing accountBobs Discount Furniture does not directly report to any credit bureau for any customer and regretfully we have no governing power over the actions of [redacted] *** We apologize to our customer again for any and all mistakes that have caused them inconvenience and convey that our greatest defeat is and will remain loosing their trust in our business

Good Afternoon [redacted] I am very sorry for the multiple issues you have encountered I can assure you that this is not the typical Bob’s experience I have reviewed the account and it appears the only pending issue at this time is one drawer was missing hardware; this hardware was shipped out from our [redacted] warehouse on 6/10/I am concerned that you state there is an issue with the frame, which is quite different then an issue with one drawer missing hardware If there are other pending issues beyond the storage drawer please advice so that we may correct those issues I have created the service for the hardware installation, so when you receive the hardware you can simply call in and schedule We do only offer compensation one time, once the delivery is completed The reason we offer it once the delivery is completed is that way we can take any issues into account, before making the offer The reason for this is basically what you are now experiencing, once the compensation is offered and accepted we normally would not be able to change the agreement I would be willing to review this account once the drawer hardware installation is complete to make a determination what additional compensation is justified Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Complaint: [redacted] I am rejecting this response because:Thanks, but no thanks...I'll await your response to an actual governing body's authority, under my complaint filed thereWe'll see what the [redacted] thinks of your actions in this case Sincerely, [redacted]

Good Afternoon Revdex.com- We are very sorry for any confusion or misunderstanding We have confirmed with the store the display model has only two positions and does not lay flat We are not sure if the customer might have seen one in another store, our does not lay flat This was delivered in May 12, We have tried to work with the customer and accommodate their requests This has been exchanged twice and had services to try to correct the concern At this time, there are no manufacturing defects We have offered services and exchanges to try to rectify the concern This has been in the home for over months We would not be able to offer any other resolution for this concern Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Complaint: [redacted] I am rejecting this response because: The whole point of insurance is to cover the item you purchaseYour company is a scam if you do not honor your terms I do not accept that I have to purchase the drawers I bought insurance that should be good for years and your company won't do anything months in? You delivered the wrong item twice and now you don't honor your own contract? Like I said before there was nothing stating that I couldn't put whatever I want in the drawersWhere in the contract does it state that if I put heavy things in the drawers that it wouldn't be covered? Because it was an accident that they broke and that's what the insurance is supposed to be for, "accidents"I even told your tech that I put the stuff in after they were off the track Sincerely, [redacted] ***

Good Afternoon Revdex.com- We are very sorry for failures represented in this complaint Obviously there are medical concerns which caused the missing hardware to be more then a great inconvenience The assembly was completed on We can understand the customer’s frustration at not being able to have their questions answered immediately We do have to reach out to other departments in order to expedite requests for an add on We have already advised the customer that we absolutely feel that a token of apology is necessary in this account We advised the customer to call in for an account review once the delivery and set up were completed The customer can call in at their convenience Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good morning,I'm following up to let you know that Bob's DID NOT follow through with the refund they promised I was told on March 10, that I would receive my refund on my card in to business days It is now day number 5, I called and found out that Bob's Discount Furniture Store's accounting placed a hold on the refund Please reopen this claim I want a my money back for the delivery The $is no longer acceptable I want a refund of $149.00, for more aggrevation from this company

Complaint: [redacted] I am rejecting this response because: Good evening Revdex.com, in follto Bob's Discount furniture Whatever confusion or misunderstanding that came about, I assure you was on Bob's Discount part, and I guess the fact that when I finally received my refund check for $220, after waiting weeks that I pay cash for on 2/17/was charged the exact amount of $ A purchase that I never made nor authorized Thank you Sincerely, [redacted] ***

Good Afternoon Revdex.com- This is certainly not how we expect our salespeople to act This is not representative of the Bob’s cultureWe will absolutely offer to compensate this customer 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 the 15th largest furniture retailer 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 At this time we would like to offer a $ECard to this customerWe hope that the customer can accept this offer as a token of our apology If the customer would like to accept, please reply to the Revdex.com that this is accepted and we will process the paperwork to the Gift Card Department Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com- We are very sorry that this delivery process was frustrating We would not want that experience for any of our customers We do have to somewhat base our offer of compensation on the not only the failures present but the amount of the sale as well The maximum we offer as compensation as a refund is ten percent of the merchandise cost Your merchandise cost between the two orders was about $ The refund processed was for $ Any additional amount offered as compensation can only be in the form of a Bob’s store credit We are willing to offer this customer an additional compensation as a token of apology in the form of a Bob’s store credit in the amount of $ If this customer is able to accept this offer, please reply to the Revdex.com that it is accepted and we will then submit the paperwork to our operations department to process Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com- We are sincerely sorry we were not able to complete this delivery The order has been canceled and the money refunded to the customer We are very sorry we could not accommodate the area’s special requirements Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Complaint: [redacted] I am rejecting this response because: Even the goof proof protection rep said the problem is a manufacturing defectAfter all, material used is flimsy enough to rip and tear when sitting on in in one year's time and the stuffing in the attached pillows has balled up and DISAPPEAREDHow can you say that is not a fault of the manufacturer? Plus the springs sunk so we cant sit on the furniture -- if the piece was manufactured correctly, this too would not be happeningWe are a house of four adults who all work so we are not even using the furniture during the dayFor wood (or flakeboard, not sure what it is) to flake off of pieces , fabric to tear, springs to sink in...all for a few hours of usage some nights in a little over a year's time, certainly DOES seem the fault of the manufacturerI have owned sets from many manufacturers through the years and so have my extended family and none of us have ever seen or heard of this happeningThey need to take responsibility that thiese are faulty manufactured products and stand behind them as they said they would when I purchased them Sincerely, [redacted]

Good Afternoon Revdex.com- We are very sorry for any miscommunication that occurred and for the inconvenience this customer has experienced The parts are located in our Connecticut facility No one would have been able to come fix the broken leg the same day The parts have been shipped and the customer has been scheduled for the part installation We welcome the customer to call in once the installation is completed for an account review for compensation, as he has already spoken with Diana and has her direct number Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Morning Revdex.com- We have absolutely failed this customer on this order First hardware was missing, then the order was written up and the address was not updated We do see at this time the customer has allowed the service to take place; the pieces are properly assembled in the home We would very much like to extend our sincere apologies for the stress we have caused this customer We would like to offer this customer compensation in the form of a $gift card as a token of our apologies for the time they have spent dealing with our errors If the customer accepts this offer they need only accept back to the Revdex.com mediation service and I will create the paperwork necessary 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 the 15th largest furniture retailer 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 amountWe have several cash and carry items that can be taken from our Showrooms or pit locations as our free gift of apology Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Revdex.com:We will wait until the next delivery date and are wish to receive a "show room new" chaise lounge along with the connector pieceWe are not asking for a refund at this point and want to see what (if anything) is done on the next delivery dateWe are requesting a delivery date sooner that May 14, 2016-if at all possible we are looking for sometime late next week or next weekend.We are also requesting monetary compensation for all the time wasted, phone calls made, days taken off from work, and unprofessionalism we had to endure with this purchasePlease confirm the change of delivery date with my husband first before sending a delivery team since it is he who will receive the deliveryDo not send anyone without confirming with my husband firstHis contact information is belowPlease also (and I cannot emphasize this enough) do not send the delivery team that left the furniture out on the curbWe had a horrible experience with them and wish to not have a repeat episode [redacted] Sincerely, [redacted]

Good Afternoon Revdex.com- We are very sorry that the customer feels this level of frustration We cannot intervene between the customer and a completely separate business The contract and all of its details were reviewed between the [redacted] employee and the customer Bob’s is responsible for any manufacturing concerns within the warranty period If a customer requested financing options, than the salesperson would show them to the [redacted] area of the store, as an option The choice to sign a contract with [redacted] is the customer’s Sincerely, [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Morning Revdex.com- We are very sorry for any confusion or miscommunication Our technician was sent to the home He was sent there only to look at the dining room set The other pieces should not have been inspected as those were not reported to us at the time the service was created The technician did inspect and take photos of the damages the customer showed him I have reviewed these photos with our service managers for resolution The cracked chair is damaged because as the customer stated they tightened it themselves and cracked the wood This is not a manufacturing defect as the customer caused this damage by their own admission The all leather sofa appears to have not been conditioned properly Furniture that is 100% leather will experience the top layer peeling or sloughing off if it has not been conditioned or it is located near an area of high heat Direct sunlight or close proximity to a radiator or heat vent will also cause the leather to dry out This is not a manufacturing defect The mattress damage does appear to be manufacturing in nature We have set up an exchange for the mattress only and the customer can call into customer care or the store at their earliest convenience to schedule the exchange of the mattress Thank you for bringing this to our attention Best Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture