Blue Ridge Travel

Good Afternoon Revdex.com- We are very sorry that we were not able to complete the delivery on the first attempt We do offer the dimensions both in the store and on line to try to eliminate this from occurring We understand how frustrating waiting for a delivery that can not be made can be Delivery teams do not get paid for a stop that they can not make; it is in no ones best interest to have a delivery that can not be completed We are not sure why this would have been rescheduled with the same foundation We are very sorry that the second team damaged the home in their attempt to complete the delivery We have reached out to the depot that is responsible for this claim and requested they update us on the claim status Kindest Regards, Tracy Sa [redacted] Corporate Liaison Bob’s Discount Furniture

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me I have communicated with Bob's corporate office and they have agreed to refund the delivery fee as requested My only comment to them would be why did I have to go this root to get my refund The individual I talked to said that she totally agrees that I did more than my part Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Yes the right side rail when standing at the foot of the bed was fixed in May When our dresser had an issue it was not fixed eitherWe actually had to get rid of it and get a new oneWe have now submitted a claim for the left side rail when standing at the foot of the bed via email as indicated to us by a Bob’s Representative on Jan with pictures of the bed rail which has cracked in exactly the same manner that it did in May and the following dayJan we received an email stating that this is not a manufacturing defect and could not be fixed and we should therefore get in touch with [redacted] We did and they have also denied the claim stating that IT IS a manufacturing issue and should be fixed by Bob’sOur frustration lies in that this issue is exactly the same as what happened in May to the opposite side rail which was fixed without an issue and I simply don’t understand why this claim is being denied and we’re being bounced back and forth from Bob’s Goof proof to [redacted] We were told when purchasing our merchandise that in purchasing this insurance and warranty any issue could be fixed and we feel deceived and misleadIn addition I called bobs after receiving the email in order to get a better explanation of why our claim was denied and I spent mins speaking with someone who constantly put me on hold to speak to her supervisor to in the end direct me to the websiteNo one has yet to answer why it was no issue having this fixed before and it’s being denied now Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I called [redacted] who in turn had me to contact the warranty peopleAfter speaking with the warranty company, they told me that the bed wasn't covered for the damage I had spoke to them aboutNo one from Bob's or [redacted] tried to come out and look at the bed so I in turn stopped making the paymentsI would've continued making my payments had the bed been replaced or repairedIf necessaryI can most definitely show pictures of the damage Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Revdex.com and [redacted] , I am sorry but Cortney offered me $She began to remind me that Bobs Furniture went above and beyond to try to deliver the damaged parts and They waived the delivery fee Honestly NO ONE ever mentioned that their was a delivery fee, and excuse me but that was my attempt to try to pick it up myself! Twenty-five dollars she offered would not even cover lunch for my family and I, This also does not cover my family and I arriving from vacation early to receive the merchandise the first time (which they came early to deliver, we stated to the manager we would only be home after 11am) WE lost $150.00!! The numerous calls and fighting back and fourth isn't worth We have been very patient and allowed Bobs many times to try to fix this I am sorry but they have not try to make this situation right They have been pushing me around and tried to make me go away As I stated to everyone I spoke to, if this was fixed 2-time I wouldn't be requesting anything Things happen but honestly we have been very accommodatingBOBS TAKE RESPONAIBLY!!!!!! Sincerely, [redacted]

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with us The account notes do not coincide with what has been reported here There are no records of any calls into customer care regarding any damaged merchandise There is record of an email sent in July The customer was called in reference to the email on July 15, at 1:29pm While I can sympathize with a customer that would like a manager to follow up, that is not our process At no time did this customer report damages until July 15, at that time we reached out, we did not hear back from the customerWe would need a tech to go to the home and make a report of the damages These deliveries were made in March The manufacturers require a certified technician report before allowing recourse to be offered If our technician reports the damages to be manufacturing in nature we certainly would be able to offer recourse We ask that the customer report the damages to customer care at ###-###-#### as we need details of the damages to allow for the technician to be prepared 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 usI see that this customer has already spoken with my colleague and it appears the customer will be working closely with Diana 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 wastedKindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here

Good Afternoon Revdex.com- We are very sorry that the customer reported this concern in August and it has not been addressed We have reviewed the photos from August that were sent in While we do see that there is some damage that is not manufactural in nature, the seat cores should have been offered when the photos were reviewed We are extremely sorry that was not completedWe have set ordered the sofa seat cores and the one chaise seat core These will be shipped directly to the customer’s home As these have to be ordered from the vendor, the customer should expect receipt in about weeks If the customer is still having an issue with the staples loosening, that is also a concern we can address The account has been noted that the customer can call in to schedule a tech to address that issueSincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

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 a manufacturing 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 sincerely sorry this customer is not completely satisfied with the new loveseat We absolutely can service the loveseat and rectify the concern Often the pieces get jarred during the shipping and delivery process and components may need to be adjusted CANCELLATIONS, RETURNS AND REFUNDS It's the Bob's Way to be open, honest and clear! So here's our clear & simple refund and return policy · You may cancel your order for a full refund at any time up until the day of delivery or pickup· Once you accept your furniture it cannot be returned with a few exceptions o Unserviceable Factory Defects within Year § If an item has an unserviceable factory defect it will be replaced PRODUCT & SERVICE POLICY · All furniture that is purchased at our regular price is guaranteed to be free from factory defects for year to the original purchaser within our delivery areaMattresses and motion furniture may carry additional factory guaranteeso Call Bob's Customer Care Department at ###-###-#### or ###-###-#### to report a factory defectHours are Mon - Sat from 6:30am - 9:00pm & Sunday from 10:30am - 7:00pmo We'll schedule a service technician to come service your furniture in your home at no cost to you if the furniture falls within the year guarantee period Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here

Complaint: [redacted] I am rejecting this response because:I don't see anything on that policy that state once you take the merchandise in your home take you get store credit I don't see it on that policy The policy is not clear to the customer Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I am owed a refund and will not settle for anything less!Consumer rights and consumer protection law provides a way for individuals to fight back against abusive business practicesThese laws are designed to hold sellers of goods and services accountable when they seek to profit by taking advantage of a consumer's lack of information or bargaining powerThat is why I filed this complaint with the Revdex.com, so you could help me fight back and against Bob's Furniture and their unethical acts and robbing me of $for something they knew they would not be able to repair.It is important to review the facts:A Bob's Furniture Representative scheduled this appointment with me to repair a dresser that they manufactured, while looking at the item and date of purchased itI scheduled the appointment, and agreed to pay for the repair service in advance for the sole purpose that when they looked up the dresser, they knew what it was and what parts were needed (when I explained the drawer tracks needed to be replaced), as they manufactured itIt's an unfair Business Practice to pay for any service in advance, and against my better judgement I fell for their scam!They advised to pay $and they would send someone to repair my dresserI was advised the date and time the technician would arrive, and when the technician arrived that day, he asked me where the parts were and PRETENDED to act puzzled as to why I did not have the parts for him to make the repairs.He asked me if he could use my house phone, upon arrival, so he could call in and see where my parts were.He made a phone call to Bob's and left my home stating that I need to speak to the rep., and she will explain, and escroted himself out while I was in the process of saying, hey where are you going, you have to fix my dresser!?The technician, did not open a tool box - he entered my home and called Bob's Toll Free Number, spoke with the rep for a very short time, while tugging on the drawers and causing more damage to one of them because he pulled it completely off the track ----- and left teh drawer on my floor - and handed me my phone and leftCompletely UNPROFESSIONAL!!!!!!!!I have been reading on the internet that I am not the first person to be scammed out of money from Bob's, and I am not settling for it!Even the rep that their technician put me on the phone with on the date of the service appointment, spent an hour on the phone with me, apologized numerous times and said she couldn't understand why anyone would even schedule this appointment, as they no longer make that dresser, which means they would not have any type parts to repair it, and then restated that this appointment should never have been scheduledShe was messaging a Supervisor back and forth throughout our conversation, and apologized over and over that her supervisor would not authorize the refundI would like to see the transcript of those messages!!I would never have agreed to pay $85, had I been informed prior to the appointment, that they no longer make that dresser, therefor have no parts to repair it, and are unable to repair the furniture.This is just fraud on Bob's Discount Furniture part! They intentionally and knowingly scheduled an appointment and processed a payment for something they knew they would not be repair! How is it that within in minutes with the tech arriving to my home and calling Customer Service, they were only then able to advise this information, upon them looking up my account, and not at the time the appointment was scheduledThey didn't stop manufacturing the dresser between the day and time the appointment was made, and the day and time of the actual appointment, it's because they knew before they took my money, and get away with robbing from consumers with this repair scam on a daily basis.I appreciate anything that the Revdex.com can do to assist me with obtaining my full refund.Thank you Sincerely, [redacted] ***

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 made in October and at that time the customer purchased the option of [redacted] *** *** This warranty 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 warranty 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 misuse or abuse of the merchandise These guidelines are both on the original sales order, attached, and the [redacted] tear sheet the customer was given at time of purchase We sent our technician to the home in June of The tech reported to us that he did see that the arm had detached He reported to us that this was not a manufacturing defect He reported that this damaged was caused through usage in the home The customer has reported two claims to [redacted] The first claim was denied as it was not reported as an accident The customer reported that they were not aware of how the arm separated from the sofa The second claim was denied as the customer reported the damage occurred on The damage was reported to [redacted] on As this was not deemed a manufacturing defect by our technician in June and was not called into [redacted] as a damage that occurred from a single accident it would not fall under the [redacted] Protection Plan Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Bobs furniture continues to work to resolve this as promised Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:This is unacceptable! Regardless of how long its been this is an issue that several of their consumers have complained aboutThe couch has only been in my home for months not three yearsSo yes when the mouse problem occurred I obviously did not think it could of came with my delivery as this has never occurred with any other furniture company I have usedThat is until someone brought it to my attention that it happened to themSo at this point I did my research, I went online and read SEVERAL customers complaining of the same issueClearly it is not just me! And for the company to insinuate that the exterminator put this idea in my head, yes you are correct in the sense where we see the cushion being eaten and used for Nesting materialsEven when I was told this by the professional, I was in disbelief which also contributed to doing my researchI even did a [redacted] *ost to other mothers in [redacted] who also complained of this same if not similar issue by this company.I also do not understand why I was pushed into purchasing the insurance which covers "everything" if it clearly does not! I want my couch replaced or my cushion fixed! The representative told me on the phone call I made that day that another customer had their dog urine on their sofa and Bob's covered it! BUT THEY ARE NOT WILLING TO HELP IN MY SITUATION?! Knowing that mouse feces can be fatal and I have a two year old in my home! Where is the consumer protection act? Bob's needs to stand behind their company and increase their customer service skills which are degrading to a customerI am very upset by this whole situation.I the customer, obviously is being treated in the wrongUsually in customer service the customer is always right, but clearly it does not exist with this company Sincerely, [redacted]

Good Morning Revdex.com, Please thank our customer for sending thru the requested evidence As indicated previously we are a business and like any other and we absolutely do make mistakes, we take full responsibility for our mistake in this scenario and seek only to make it right by our customerThrough research and with the evidence our customer graciously provided we have discovered that during the month that lapsed in between the sale of this article number and the actual delivery our stock was changed and our customer was never properly notified While this circumstance is extreme and rare we completely understand the level of failure our customer has experienced due to our lack of care We spoke with this customer directly on and accepted ownership for our failure, offered our apologies and a direct offer of resolution at that time which was ultimately declined by our customerWe acknowledge the reason why our customer felt necessary to escalate this concern and have posted several offers for resolution below for our customer’s reviewThe customer is welcome to respond to us via this Revdex.com mediation channel or to me directly should they prefer at [redacted] As the information previously requested regarding our severe coaching concern was not posted in the customer’s last response I will ask again: If the customer can also provide the dates, times, and names of the representatives he claims called him an inappropriate name that would greatly help us investigate this concern furtherWe do not support name calling as a form of customer care and are truly embarrassed by this accusation Option 1: We will remove the merchandise from the customer’s home and provide a refund based on the purchase price -Or- Option 2: The customer may keep the current merchandise with all of its associated warranties and we will refund 50% of the cost of the merchandise to the customer’s original method of payment -Or- Option 3: We will provide the customer with a store credit, based on the price originally paid for the merchandise, so that they can reselect to an item that meets the qualifications they were initially seekingWe will expect to remove the current merchandise on the same date we deliver the new selectionWe will also apply an additional $store credit to this option as a further form of our apology (the $Bobs Gift Card was the original offer made to our customer back in May of this year) Should our customer find any of these options to be an acceptable way of moving onward we look forward to their response with which option they feel suits them best Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Complaint: [redacted] I am rejecting this response because: after we got the couch the second time bobs told us then that the it was going to be dollars from the beginning no matter how long it takesMy fiance waa told that over the phone That is unprofessional amd misleadingThat is unfair for us Even if he knew the credit card information you still didnt talk to me I am the authorized userYou just assumed he had permission.He was never asked about the name on card or asked for the code on the back of the cardAlso he was never asked for the address of the card Finally I know that it wasnt a secured line becauae the customer service rep never said that it was a secure line while taking the information from himI know that because she told him that she had tp be quiet because people around her were on secured linesWith that said I would like more than the back to me Sincerely, [redacted] ***

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with usI see that this customer has already spoken with a colleague and the exchange for the new chair was completed on We hope that the customer will love this for many years to come We ask that the customer responds to us thru this Revdex.com channel if there are any other concerns so that your efforts in excellent mediation assistance are not wasted Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here

I ordered a new couch to return the defective one but they screwed up the order again I have given ample opportunity for your company to remedy the situation but have failed on numerous occasions to do soI am seeking legal recourse at this time [redacted] ###-###-#### Complaint: I am rejecting this response because: Sincerely, Robert Giammarco

Good Morning Revdex.com- We are very sorry that this set did not live up to the customer’s expectations This should have been reported to Bob’s, not [redacted] I was able to see the photo that the customer submitted to [redacted] This is obviously not from an accident; bonded leather peeling is an environmental issue that has affected enough customers that Bob’s has restructured our policyIn an 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 reply back to Revdex.com accepting the offer and we will release the credit into the system; the customer will then be able to go back to the store to reselect Courtesy Offer for Resolution: If the customer would like to reselect to a different set we will provide a credit (store credit) of 100% the cost of the sofa, which is showing the damage and 70% the cost paid for the chair and ottoman, we will include these pieces as a courtesy as they are not peeling We will waive the delivery fee for the new merchandise and remove the [redacted] on the day the new merchandise is delivered, ensuring the customer will not have to be without furniture The total amount of the store credit for reselection would be $827.71, plus no new delivery fee Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Complaint: [redacted] I am rejecting this response because additional compensation beyond the delivery fee is absolutely warrantedWe did not get the furniture in the promised timeframe all while bobs had our money paid in fullI expect additional compensation for the company`s inability to follow through on the promised product and timeframeThroughout the process several misrepresentations were made and we should be compensated for that accordingly Sincerely, [redacted]