Blue Ridge Travel

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 my colleague and it appears the customer has worked closely with [redacted] 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

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with usWe have a specially trained team that is able to review photos of performance fabric to ascertain if the damage is the result of an action in the home or maybe the result of a manufacturing defect We have sent the link to respond with pictures to the email address on this complaint We hope that the customer will submit those photos to see if there is any resolution we can offer 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 wastedIf this is truly pet damage from nails or teeth it will not be covered under the Goof Proof Plus plan The plan does cover some pet damages; damage from bodily fluid is covered as that is considered to be accidental in nature Damage from pets clawing or chewing is not covered and never has been, as it is completely preventable We have attached the Goof Proof Plus plan flyer showing what is covered under the plan Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison 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

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

Good Afternoon Revdex.com- We apologize for any confusion; the customer response in this mediation process, posted on does mention the customer was seeking to have one spot cleaned The protection plan is not meant to address a “build up” of concerns Similar to auto insurance, you would not be able to call and report the side was scratched in a parking lot, the front was damaged from hitting a curb and the back was damaged when another car hit it You have a damage that resulted from a single accident, you call and give them the details and then [redacted] offers recourse to bring the piece back up to showroom quality Sincerely, Tracy Sa [redacted] Corporate Liaison Bob’s Discount Furniture

Good Morning Revdex.com, Please pass on our apologies to our customer for the inconvenience the delivery team’s negligence has caused and may continue to cause themWe assure our customer that their property claim was correctly filed with the third party trucking company involved and we apologize that they are experiencing any result of denial off of this claim The party referred to several times within this customer’s postings is not an employee of Bobs Discount FurnitureWe have continued to act as a liaison on this customer’s behalf to the fullest extent we can- last sending a communication to the trucking company directly on advising the aforementioned party of our customer’s high level of disappointment with their property claimWhile we certainly wish we could, we are unable to overturn a denial result that has come from an organization other than our ownAt this time it is my understanding that [redacted] (the delivery company) has taken the claim to the level of their insurance company and the insurance company is the party providing the denial resultWhile we, as a furniture retailer, are not permitted to overturn choices followed thru on by a delivery company – we most certainly are not permitted to change the outcome of a claim that was reviewed and declined by a delivery company’s insurance provider In regards to the merchandise delivered: Our records indicate that as of 12.26.2015, by way of a service visit, any concerns related directly to the product we sold this customer have been fully resolved Kindest Regards, Stephanie *G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

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 meThe last response was said that they received miss information I was on the phone for over an hour with this complaint the only way it was straightened out was by the store manager and the sales person I had at the store not thru the customer serviceI do have new furniture and I will end this complaint at thatBut it was the worse service I have ever seen not to mention I still have a complaint in for damaged moldings that has not been resolvedSo the complaint I had about the furniture has been fixed thanks to the store in which I bought it Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:Bob's Furniture is the person who sold me the contract I tried to work with [redacted] pictures were sent directly to ###-###-#### To me this is a scam to have others purchase something they aren't standing by The person I spoke to at [redacted] was Amber, all she would say was it wasn't covered (in first complaint you will see what I had covered) I even suggested to Amber they send a tech out maybe my pictures aren't good I am not a photographer How can they cover items if you spill nail polish on it gum etc gauges, chips, etc and not stand behind this To me its not only a Bob's issue its a [redacted] issue [redacted] isn't the person who sold me the insurance Bob's sales person did and send you ever have a chip, scratch etc call them immediately To me they took my extra money and sold me nothing in insurance Sincerely, Debra G [redacted]

Good Afternoon Revdex.com, Please pass on our apologies to [redacted] for the inconvenience the delivery team’s negligence has caused and may continue to cause to her and her familyWe assure [redacted] that his property claim has been correctly filed with the third party trucking company involved and we will ensure the obvious coaching concerns presented are addressed accordingly As ***’s property claim is being handled by the trucking company that caused the damages, [redacted] can expect follow up from that third party and not Bobs Discount Furniture directlyPer our contractual agreements with this trucking company they are 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 sent a message on ***’s behalf to our Delivery Managers and the trucking company involved in this claim to please contact him as soon as possible I have also provided the most updated telephone number I have for this trucking company as Bobs Discount Furniture is not permitted to address or handle claims that originate from a third party company For ***’s records the claim number associated with the property damage is: [redacted] Company ###-###-#### Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com, I contacted this customer this morning and provided my direct phone number for any/all follow up At this time our customer and I are working directly together to establish the best course of action to resolve her concerns We are deeply saddened by the feelings left behind from our initial service visit and will work diligently to earn our customer’s trust back in our business Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Complaint: [redacted] I am rejecting this response because: It is not the seat cushions that are sinking in, I have explained that numerous timesThe problem with the seat cushions are the seams which is in the report as well....However the cushions are not what is sinking because I can take the cushions from the Sofa and put them on the Love Seat and it does not sink down like that......The second technician the one who thought it was appropriate to give us a lesson on how to sit on a couch had noticed it was sinking when I asked him to sit in the very spot of the Sofa where it was sinking and he sank right in....His response was that it was the cushions, but I explained to him that when I switch the cushions they don't do that on the Love Seat....He claimed he was going to put in a claim for new couch cushions because he stated it would address the problem....Well needless to say that never happened because when I called to find out what happened...He claimed to the company that all was well with the furniture...Which is a lie!!!! I think this is very poor business practices on the part of Bob's Discount FurnitureThey must know very well that something is terribly wrong with the manufacturing of their furnitureThey receive numerous complaints about their furniture being defected in one capacity or another and a tremendous amount of those complaints are of their couches sinking in...They are not a stranger to this, and they are very aware that their so called [redacted] Warranty is very shady and does not cover anything....They find every reason in the book not to honor or cover the warranty that the customers bought and payed for believing it would cover damages! I think that is horrible and dispicable business practices....They ought to be ashamed of themselves....I am going to be forwarding this to my attornies at J [redacted] offices for further investigation, and I will be seeking out other avenues as I feel this company ripped me off and has refused to make good on the warranty I paid for........I want a refund!! Sincerely, [redacted]

Good *fternoon Revdex.com, While I *m very sorry for the poor experience this customer outlines receiving from us I must convey that I am perplexed *s the customer’s *ccount shows *greed to *nd *lready processed resolutions for the listed concerns On (same day *s the initial delivery) we processed [redacted] 15% refund on the Table Top/Table Base, counter chair (I believe this for the chair that the delivery men set up *gainst manufacturing specifications), *nd ottoman *s [redacted] concession for the reported concerns with this merchandise In *n extreme effort to make the customer happy we then *pproved *n even exchange for [redacted] brand new ottoman (and the customer kept the 15% refund processed back to the financing *ccount previous to this exchange)Our records show that the ottoman was successfully replaced on (prior to Thanksgiving Day) *nd we show no further report of concern made to us on this piece On we refunded the delivery paid to us to the customer’s finance *ccount ($229.99) *s she reported the poor delivery experience she received on to our store *t that time We *pologize that our customer was offended by our Customer Care *gent’s *pproach to her scheduling concern and *ssure our customer that we will *ddress *ny coaching concern we find within this recording with our *gent directlyIn *ll honesty if our *gent communicated that we couldn’t guarantee [redacted] time frame they were just being honest with our customerThere *re far too many events that can *nd sometimes do happen on the road for *ny one person to determine exactly when [redacted] truck will *rrive to [redacted] customer’s homeOur company allows *nyone years or older to be home for [redacted] delivery *nd while this may have been the more *ppropriate *venue to explore- we fully expect our *gents to provide proactive, rather than intrusive, responses to our customer’s needs I *cknowledge the reasons why our customer feels that we have let them down however our business overall has continually *cted in *n effort to *ddress *nd resolve *ll the concerns that have been reported to usIf there *re other open issues that the customer has failed to communicate in their original posting I *m happy to help resolve those under the terms of our ‘Service Policy’ The customer’s sales receipt (same paperwork that contains our ‘Service Policy’) indicates that [redacted] full refund may be requested up until the time we deliver the productThis fact combined with what our records show to be fully resolved concerns indicates no further reason for [redacted] removal of the product to be considered Kindest Regards, Stephanie *G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon [redacted] I tried to reach you today to discuss Please feel free to reach out to me tomorrow or you can email with the issues you would like us to take into consideration or the best number to reach you during the day [redacted] 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 multiple deliveries and damaged product continues to cause our customer We are sorry that this customer has endured long hold times and lack of follow up as well We 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 I believe that the team on 3/2/that refused to make the exchange were concerned that the piece that they were there to pick up was damaged during the process of trying to get it into the home When there is a very tight fit, the teams have to take into consideration whether they can make the delivery without damaging the merchandise or the customer’s home We do require the team to make an attempt and to show the customer that it will not fit without causing damages Did the first team have issues getting the piece into the home? We are sending another team out on 3/19/16, we are asking for a more experienced team to ensure that either the piece can be exchanged, or they in the very least show the customer that it can not fit safely, without causing damage At this time we are looking forward to completely resolving this customer’s concern on 3/19/and should the customer still be seeking an apology from us they will be able to speak with our Customer Care Office prior to the delivery team leaving their residence on 3/19/ We will review the account at that time and determine what Bob’s gift card amount we are able to offer as compensation for our failures Kind Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

Good Morning Revdex.com, Please pass on our apologies to the customer for the disappointment she and her daughter have experienced with this purchase Our records reflect that we fully agreed with the customer’s aggravation and their desired settlement has been approved as of The paperwork to schedule the removal of this merchandise for a refund (after it returns to our distribution center and has been checked back into our inventory) was created on and has been pending the customer contacting us to schedule a date for removalFor reference this return transaction number = [redacted] Please ask the customer to contact our offices (###-###-####) to schedule a date for removal of the product Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com, Please pass on our apologies to [redacted] for the inconvenience the delivery team’s negligence has caused and may continue to cause to he and his familyWe assure [redacted] that his property claim has been correctly filed with the third party trucking company involved and we will ensure the obvious coaching concerns presented are addressed accordingly As ***’s property claim is being handled by the trucking company that caused the damages, [redacted] can expect follow up from that third party and not Bobs Discount Furniture directlyPer our contractual agreements with this trucking company they are 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 sent a message on ***’s behalf to our Delivery Managers and the trucking company involved in this claim to please contact him as soon as possible I see that we have sent out a technician to repair the damage to the furniture and we are set up to exchange one piece on 3/16/ This will complete the delivery for this customer The depot will reach out regarding the property damage We will absolutely be able to offer compensation for the frustration of multiple deliveries and services Once the exchange is completed on 3/16/ please call into customer care and request an account review for compensation We normally offer this compensation as a Bob’s gift card I have noted the account that due to the severity of these issues, we can offer the compensation as a refund to [redacted] *** Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Complaint: [redacted] I am rejecting this response because: Please note, I did receive my refund and am appreciative it was expedited, but I think the bigger issue was that I was lied to by sales people right from the beginning of this transaction and do not think that issue should be glossed over because my money was refundedI feel other consumers should be aware of this when making decisions about shopping in this store as this was not an isolated incident for me or others with whom I have spokenSincerely, [redacted] ***

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 There were three options available and my wife and I have elected to choose the second option as listed below: Option Chosen: To wait for the item the customer initially purchased with the understanding that the tentative delivery date will be on (as long as there are no unforeseen events with this shipping container I.E –U.SCustoms can and may detain the vendors container in port) and we will return 10% of the customer’s BED –HEADBORAD/FOOTBOARD/RAILINGS merchandise purchase price plus the delivery charge after the delivery has been successfully completed to the customer Please advise in what method the 10% of the specific merchandise purchased as well as the delivery charge will be returned after the delivery has been successfully completed Sincerely, [redacted]

Good Afternoon Revdex.com- Bob’s offers the absolute best value available at our price point We also offer the customer our service guarantee If a customer reports any issues that may be manufacturing in nature during the warranty period, we will send one of our factory trained technicians free of charge The technician will report to us the nature of the issue If it is an issue that the tech can correct on the spot, they will If the issue is manufacturing in nature and requires parts, we will order the parts and have a tech install those parts If the issue is manufacturing in nature and parts and service will not correct the issue, we will then offer a one time replacement This statement is reviewed at time of purchase; it is on every customer’s sales order, signed by the customer at time of purchase It is one of the best warranties in the furniture business and Bob’s stands behind this 100% We are very sorry for the concern addressed here We have previously offered the customer the option of reselecting to different merchandise We offered to cancel the pending part order and set up a credit so that the customer could choose other merchandise We offered to waive a new delivery fee The customer has refused this offer We are not able to extend an offer for refund The customer can call in at any time and have the reselection created REFUNDS AND CANCELLATIONS POLICY You may request a full refund on orders for stocked merchandise at any time up until the time we deliver the merchandise to you or until you pick it up SERVICE POLICY We guarantee that our new products will be free from factory defects for one year from date of delivery or pickupOur mattresses may carry additional factory guaranteesYou must report any factory defects as soon as they occur to our Customer Care team within one (1) year of possession, and a Customer Care representative will schedule a Service Technician 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 by parts or repair (or parts are unavailable), we will replace the affected item, one timeIf the item is no longer available, you may reselect to other merchandiseIn 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 “Outlet” 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 receiptYou also have the option of extending our one year guarantee to FIVE years with the purchase of our Goof Proof Plus planIn addition to extending our one year guarantee to FIVE years, Goof Proof Plus also protects you from a variety of accidental damages you may cause in those FIVE long years! Call Bob's at ###-###-#### or ###-###-#### to report factory defects to your MerchandiseOur Customer Care Department is available 6:AM to 8:PM Monday through Saturday and 10:AM to 7:PM SundayCall Guardian at ###-###-#### to report accidental stains or damages to your Furniture within thirty (30) days of occurrence Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here

Good Afternoon ***, I’m sorry to learn of your disappointment and the concerns you are having with your merchandiseI assure you that Bobs Discount Furniture cares very much to resolve our customer’s concerns while maintaining their trust in out business While I certainly understand what you allege to have occurred at the time of sale nearly three years ago, the protection plan you purchased in did not extended the manufacturing warranty directly thru Bobs Discount FurnitureThe initial technician was sent out to your home as a courtesy to see what we may have been able to repair for you at no charge on a best effort basisBobs is happy to see how we may able to assist you further as a courtesy outside of any warranty period associated with your item/purchase Our records indicate that the merchandise with concern is heavily soiled with multiple spots of stainingI checked thru our log of technician photos and regretfully I am unable to locate the pictures our technician may have taken from your homeUnderstandably and in accordance with most every protection plan in the marketplace it is reasonable for a retailer to expect that the merchandise covered be kept in good condition overall prior to a claim be filed with the insurance purchased To move forward I ask that you please attach photos of your items to your next Revdex.com response so we can continue to mediate your concern within the channel you have selected to open -Minimum Photos of the Sofa & Loveseat: - Picture that clearly shows the entire facing surface (seats, inside backs, arms) of the sofa & loveseat - Picture that clearly shows the entire back surface (seats, outside backs) of the sofa sectional (OR the side angle depending on how furniture is located in home) - Picture of a close view of loveseat - Picture of a close view of sofa We will review these photos and respond with what courtesy option for resolution we have to offer this customer Sincerely, Stephanie G Bobs Discount Furniture Corporate Customer Care Liaison