Blue Ridge Travel

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 [redacted] I sincerely apologize for the inconvenience the availability of your part order has caused youI can understand your frustration I truly wish we could get this merchandise to you sooner than the current scheduled date of September Parts are ordered directly from the vendor, they are not something we keep in stock As we do not manufacture merchandise ourselves, we are forced to rely on our vendors to ship parts when necessary Again I truly apologize for the inconvenience this experience is causing you and that you are forced to wait on the furniture you purchased to again be perfectIf there was anyway to get the parts to you sooner, I assure you that we would take that route immediately I would like to offer you compensation as a token of our apology I understand that this is not the recourse you are looking for; it is the only option that we do have to offer Please accept as a demonstration of our regret that you are left waiting for the part an ECard in the amount of $ If you accept this offer, please do so through the Revdex.com and I will create the paperwork and have the ECard sent to the email address on this complaint Kind 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 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

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]

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- The reselection has been created for this customer It is active now and will be active for days When the customer goes into the store to reselect the customer needs to give sales their phone number and account info, the store will use this credit to pay for the new set, and schedule the pick up of the set in the home for the same day the delivery is scheduled for, so the customer will not be without a table and chairs at any time There will be no new delivery fee charged Please see attached copy of the reselection credit Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

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 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

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- 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 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

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 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

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: That was not my most recent claim that one I gave up on and this one was for the headboard being cracked which was from the bed being moved and this claim was submitted aug th when my husband was on the phone for mins because they were claiming it was a manufacturing issue Sincerely, [redacted] ***

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 Morning Revdex.com, Please review the below communications –from the bottom up and log as our response to this concern The customer and I have personally communicated several times and our business has done our very best to offer this customer resolution on a concern that is occurring far beyond the control of our business [redacted] My last response to the customer is listed first ( directly below) [redacted] On Friday, January 22, 8: AM, "Gauthier, Stephanie" [redacted] wrote: Good Morning [redacted] I do apologize that my example was not perceived as I had intended it to beHow about this: If the item you purchase from us, we will say sofa, does not fit thru your doorway when we come to deliver it – the responsibility of knowing the measurements to your home does not fall on our salespersonA salesperson cannot be expected to know what the environment the merchandise is going into is going to look like, nor is it reasonable to hold any retail associate (from any business) liable for a concern that stems from the environment the merchandise is in and literally beyond the control of that business We did not sell you a frame and the fact remains that the products we did sell you have no manufacturing defect concern within them Our technician’s report as recorded– is listed below: time in time out alfredo matt was sinking- due to the type of frame they have, they don’t have slats or bar going across matt was up to standards frame was purchased from another store not from bobs and doesn’t work out with matt, needs new frame Above Comments Added By C***On 12/31/at 12: As you can see our technician did not indicate that there was any defect concern within your mattress or foundation and with all due respect if your foundation is sagging it is truly because you are not supplying it with the proper support it needs at this time We recommended proper support for your mattress by selling you the foundation, what we didn’t sell you is what is causing your concern – as fully indicated by our Service ProfessionalIf you were to put your mattress and foundation onto a level surface (or into a metal bed frame) with proper support you would soon see that there is no concern of sagging present within the products purchased from our business The bed protector you purchased – as indicated on its packaging is designed to cover the mattress itself against staining, ripping, tearing and other accidental events that could happen to the mattress material itselfThe claim you are seeking coverage on does not even remotely apply to the protection purchased for the mattress We have made you the most fair and adequate offer possible and I apologize to you that our business cannot take responsibility for a product that we didn’t sell youAs indicated before I understand your position as a consumer and the best thing my business can do for you is help you to get proper support for the mattress and foundation you currently have I do hope you can see the value in our offer and as a final courtesy we will offer (in addition to the $gift card) to cover ½ the cost of any delivery fee associated with the purchase of a king sized metal bed frame Kindest Regards, Stephanie [redacted] G [redacted] Customer Care Corporate Liaison Jewett City Rd Taftville Ct (###-###-#### (Direct) 6###-###-#### (Fax) [redacted] This communication, including attachments, is for the exclusive use of addressee and may contain proprietary, confidential and/or privileged information If you are not the intended recipient, any use, copying, disclosure, dissemination or distribution is strictly prohibited If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this communication and destroy all copies From: [redacted] Sent: Thursday, January 21, 8:PM To: Gauthier, Stephanie Subject: Re: In response to your concern: Customer No: [redacted] Stephanie, I think the floor comparison is nothing like this situationThe frame is part of the bedYour store sells frames, foundations, and mattressesYou do not sell floorsNo one in your store informed us that the frame had to have supports to avoid damageNo one informed us that the frame mattered at allWe strongly believe that the salesman had a responsibility to explain to us that the type of frame and supports under the foundation were important to avoid damage Also, the person who came out to our house to look at the mattress and foundation pointed out that the foundation is saggingI don't think there is any way that at this point placing support under the foundation would correct itIt is not flexibleAs far as the sagging in the mattress, I don't know if support would correct that eitherThe person who looked at the mattress and foundation told me he was recommending that we receive a new mattress and foundationHe must have thought that they could not be corrected with supportAccording to your customer care representative, the people sent out to examine these issues are trained expertsIf that is correct, then your proposed solution won't solve the problem At this point we are simply asking that you stand behind the products that you sellClearly, your salesmen should be instructed to explain to customers the importance of the proper support under the foundationIf you would replace our mattress and foundation and provide the proper information to your customers in the future, your company will never have to deal with this type of problem again Lastly, even if your position is that we caused this damage, certainly it was not done on purposeIt has to be considered accidentalWe purchased your goof proof plus protection plan which supposedly covers accidental damageI know you are an honorable company and there is no way that you would sell customers a protection plan and then when they have a problem, reject their claimThat would be fraud, plain and simple Bob's is better than that I am respectfully asking that you replace our mattress and foundation, or provide us store credit equal to the cost of the mattress and foundation, or a full refund Sincerely, [redacted] [redacted] President [redacted] Phone ###-###-#### fax - ###-###-#### email: [redacted] On Thursday, January 21, 4: PM, "Gauthier, Stephanie" [redacted] > wrote: Hi [redacted] , I’m so sorry I wasn’t available when you called me back, I just tried to call your cell and it went to voicemail I completely understand and acknowledge what you are communicating regarding your time of purchase however it is relevant to state that the items you purchased from our business were delivered and (to the best of my knowledge) assembled in the place you requested our delivery team assemble them While I again understand why you feel our business let you down it is reasonable for any retailer to expect that any consumer understand the responsibility with ensuring their bedding purchase has proper supportPlease know that I am not seeking to place blame in this scenario but please consider the consequence similar to: I purchase a new appliance (we will use washer/dryer –as I just made this purchase) from a retailer and also purchase the floor matt/support deck that the retailer recommends for proper support of that appliance If I then take that washer and place it on my floor (that does not have enough support beneath it to hold that washer and its decking matt up) and the washer falls through the flooring, the responsibility of the repair needed to the washer or the flooring does not fall back on the retailer I purchased those items from Please feel welcome to correct me if my perception is wrong here – it sounds to me like the mattress and foundation you purchased from us was essentially placed into a hole and the mattress/ foundation is only sinking because it is resting in a holeOnce that mattress and foundation are adequately supported they will no longer show any signs of sagging I am not certain what type of king size bed you have in your home (metal frame or a wood set of headboard/footboard/rails) currently, we do offer king size metal bed frames or we also offer support systems that can be purchased and installed into various types of beds We can offer you a $Bobs Discount Furniture Gift Card for the failure in communication you feel you experienced during your purchaseThis gift card could be used towards the purchase of a king sized metal bed frame that we sell that would resolve your concern all together Let me know your thoughts and Kindest Regards, Stephanie [redacted] G [redacted] Customer Care Corporate Liaison Jewett City Rd Taftville Ct (###-###-#### (Direct) 6###-###-#### (Fax) [redacted] This communication, including attachments, is for the exclusive use of addressee and may contain proprietary, confidential and/or privileged information If you are not the intended recipient, any use, copying, disclosure, dissemination or distribution is strictly prohibited If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this communication and destroy all copies From: A [redacted] Sent: Thursday, January 21, 3:PM To: G [redacted] , Stephanie Subject: Re: In response to your concern: Customer No: [redacted] Stephanie, Thank you for getting back to me There are no supportsThe frustrating part to the whole situation is that I was told by the salesman and the finance person at the time of purchase that I needed to buy the Bob's foundation to ensure I was protectedI wasn't ever informed about anything relating to the frame or any additional supports under the foundation Sincerely, [redacted] [redacted] President [redacted] Phone ###-###-#### fax - ###-###-#### email [redacted] On Thursday, January 21, 2: PM, "Gauthier, Stephanie" [redacted] wrote: Good Afternoon [redacted] , I do hope you can accept my sincerest apologies on behalf of Bobs Discount Furniture for the lack of care it seems your concern has been met withI find it appalling that you weren’t able to speak with a supervisor when you requested to and I would certainly like to help you move forward in any way that I can At this time the documentation I have located within your account does not necessarily suggest that the frame you have caused damage to your mattress, it illustrates more so that the framing you have is incompleteI assure you that I am not trying to add insult to injury in asking you the following question, my number one priority is ensuring that you are well taken care of Is there a support system under the foundation? I.E–long pieces of wood that commonly (horizontally) rest from one end of the bed railings all the way to the other end of the bed railings? I did leave a message for you with a woman who answered the business line you posted in your emailI look forward to hearing back from you and I am available (normally until 3:30pm) by phone or email Kindest Regards, Stephanie [redacted] G [redacted] Customer Care Corporate Liaison Jewett City Rd Taftville Ct (###-###-#### (Direct) 6###-###-#### (Fax) : [redacted] This communication, including attachments, is for the exclusive use of addressee and may contain proprietary, confidential and/or privileged information If you are not the intended recipient, any use, copying, disclosure, dissemination or distribution is strictly prohibited If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this communication and destroy all copies DearMs [redacted] Here is a quick layout of my problemWe purchased a mattress about ten months ago, from Bob's Furniture store on [redacted] *or $After we received it, it was brought to our attention that if we didn't have the Bob's foundation our Bob's warranty would be voidSo we spent another $dollars for the foundationAfter several months I noticed the mattress was sinking on one sideWe called the store and their technician came out to take a look and verified the mattress was indeed damaged as well as the foundationHe claimed it was because we didn't have a proper frame for that foundationHe also said that he was going to recommend a new bed but that we should get a different frameWe were supposed to receive a call from customer services after the new year but no one calledAfter we reached out to them they proceeded to tell us they are not responsible because it was our frame so it was our fault No where does it specify that the mattress requires special equipment to avoid damageNo one ever mentioned that a special frame was required to avoid damageIronically, after further inquiry with Bob's staff it was also discovered that had we kept our old box spring we probably would not have had this problemI also feel that it is difficult to prove that our frame caused the problem and it can be a defect in the mattress and foundation, since I have had my previous bed for over years and this never happened I have spoken to three customer service representatives already, all of which are unauthorized to make decisions They will not put a supervisor on the line, I am put on hold while they speak to the supervisorI asked for a name and address to reach out to someone in charge and they told me they don't have that information I am very angry and frustrated at this pointWe have been loyal Bob’s customer’s for years and have always told our friends and family about the great products and prices that you offerThis is the first time we have ever had an issue with Bob’sNow we have spent over $on a bed, which was a major purchase for our family and it is basically ruined and Bob’s is refusing to helpWe had absolutely no idea about the frameThe salesman simply asked if we had a frameOther than that, there was no discussion about any potential problems that the frame could causeThere was no explanation that if there was a problem, that our warrantee would be worthless I would like to keep the good relationship with Bob’s and continue to recommend them to others, however if you can’t help me then I will have no choice but to file a complaint with the Revdex.comI do not think it is fair to abandon a customer on a purchase such as this when the store did not explain the risks properlyIn fact, since the salesman and the manager DID explain the risks of not buying the foundation from Bob’s and DID NOT explain the risks or even discuss the frame, by omission of that information Bob’s implied that the frame did not matterAlso keep in mind that we purchased the goof proof protection which is supposed to include accidental damage caused by usWhile I don’t know for sure that we caused the damage, even if we did, it certainly would be considered accidental I hope you can understand our frustration and hope for a resolutionWe are simply asking for one of three options: A replacement mattress and foundation (of equal value) or Store credit equal to the price of the mattress and foundation or 3) a full refund of the price of the mattress and foundation Your prompt attention to this matter would be greatly appreciated Sincerely, [redacted] [redacted] President [redacted] Phone ###-###-#### fax - ###-###-#### email: [redacted] first communication from the customer is listed (directly above) [redacted] Kindest Regards, Stephanie [redacted] G [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

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