Blue Ridge Travel

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 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

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 meTracy has reached out to me and resolved the issue at hand Sincerely, [redacted]

Good Afternoon Revdex.com, No questioning the fact that we have let our customer down hereI called our customer [redacted] ) today and apologized for the inconveniences we have caused her overall [redacted] has brought a serious coaching concern to our attention as she believed she was scheduled to receive her table base on when that was the date we would actually be receiving a re-stocking shipment of this table base from the vendorI have assured [redacted] that we will address this coaching concern internally and we now have our customer fully scheduled for her table base even exchange on Sincerely, StephanieG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Complaint: [redacted] I am rejecting this response because: This is not how you run a business What kind of respectable business sells you on a service they clearly cannot honor just to close a sale? Then the business proceeds to do what they want and offer you a $gift card as some type of concellation as if that fixes everything Seems like a great business model; promise the world and when we can't hold up our end just give them a $gift card even when their losses clearly exceed that To me, it sounds like this is a common practice for BOBS DISCOUNT FURNITURE Tell the customer whatever they need to in order to get their money and then do what's more profitable for them come delivery timeI highly doubt BOBS DISCOUNT FURNITURE has any type of corrective actions or counter measures in their control plan to address these failure modes As I said earlier, I'm sure this is standard operating procedure and that is wrong If "breakfast with Bob" is so commonly requested then why isn't there some type of tracking system in place to monitor availability? If there is, then why did it fail? Since it failed maybe that process isn't capable, but I'm sure BOBs DISCOUNT FURNITURE won't even look into addressing that I will not accept the response of the business until I see full accountability with an attempt to prevent this from happening again to future customers.(This doesn't even include the extremely unsatisfactory customer service at BOBs facility) Time is money, there was an agreed upon time and then that time was changed two additional times resulting in me having to miss a day of work Since BOBS DISCOUNT FURNITURE doesn't care about their customers I'm taking necessary steps to ensure that all my friends, family, co-workers and the media SEE how BOBs treats customers Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: The details of an offer have not been explained Also customer service continues to insinuate that the defective manufacture sofa frame was the result of customer negligenceService was dispatched in December for polishing and realignment of the legs on all the living room furnitureAll the legs were interchangeable and the tech thought it was prudent to realign& polish all the legs to avoid any more service issues for the living room furniture Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: with the way I was treated, very rude to say the least, this is unacceptableput yourself in my shoes, this has been an ongoing ten plus weeksare you serious? I wan ALL of what is owed to [redacted] paid by Bobs! I was delivered a couch and loveseat that should have been sold in the PITI have had to replace missing bolt to make it safe and had to fix switches, granted Bobs provided Switch I am willing to keep furniture for HALF price, which would have been pit priceIf not come and get it out of my housethis is my final offer! Sincerely, Kenneth B***

Good Afternoon Revdex.com- We are very sorry for any confusion there has been The call with agent Sara on 10/15/in which the return authorization was created was pulled and reviewed The customer was informed that all merchandise would need to be returned when the new merchandise was delivered The customer refused to relinquish the living room pieces on the return authorization on The customer has already been informed that the delivery will not be made unless the pick up is also made The customer has been given options and is currently considering those options We have extended the return authorization to allow the customer some time to make the choice Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

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 now been correctly filed with the third party trucking company involved and we will ensure the obvious coaching concerns presented are addressed accordinglyThe delay in processing was due, unfortunately, to a miscommunication When the damage was originally filed, it was done so that the tech that had recently visited the home had done the damage That was correctedAs the [redacted] property claim is being handled by the trucking company that caused the damages, they 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 unnecessaryI have sent a message on their behalf to our Delivery Managers and the trucking company involved in this claim to please contact him as soon as possible The delivery company has advised they reached out to the customer on and left a voicemail with the return phone number Diakon is the company handling the claim We ask the customer to let us know if there is any further delay or breakdown in communicationKind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here

Complaint: [redacted] I am rejecting this response because: I reached out to Rowan on 10/and 10/in response to her message from 10/ During my initial communication with customer services on 9/23, I was not informed that filing a claim with my credit card company would nullify my scheduled pickup Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I am bringing the table back this weekend and need to keep this open until I return it in case they give me a hard time I had to get a truck to transfer it safely back to the store Also, the description is not accurate The description says there is a leaf that goes in the table It does not the table is actually a solid top table and does not open There isn't anything about this set that works for us It is misrepresented I would respectfully request to keep this open until I return the table and get a full refund as promised Thank you!This is a quote from the Description:Have a ball with my Blake Bar Piece Set! Classic, transitional style with top quality & solid construction! In your choice of spice & white, cherry & black, or espresso, you're sure to satisfy your needs with this beautiful and natural product!Not to mention, the dining table includes an 18" leaf so you can expand the party! The bar height table goes from 42" to 60" in a flash! Complete with dining chairs, you'll sit comfortably AND in style! It's the definition of value at only $399!Set includes dining table with 18" leaf & dining chairsDining Table: 42" x 42" x 1/3"Dining Chair: 17"5/x 20"5/x 46"Colors Available: - Spice & White - Cherry & Black- Espresso Sincerely, [redacted]

Good Morning Revdex.com, Please pass on our sincerest apologies for the inconvenience the delivery experience caused our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after the completion of their delivery We will extend to this customer an additional refund of $as a final form of our apologyPlease advise the customer that all paperwork needed for this transaction has been entered from our end and action is required from the customer at this time As this additional issue resulting in more aggravation was caused by our store failing to properly process the paperwork I would like to ask the customer to call into our refund line instead of the store, this will ensure that it is properly processed I have listed the steps below for the customer to follow in order to get the initial processing of this refund completedWe highly suggest the customer complete these steps as soon as possible so that the refund process is expedited quickly on their behalf o Anytime after 9am and before 8pm Dial ###-###-#### 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 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] Bobs Discount Furniture Corporate Customer Care Liaison

Good Afternoon Revdex.com- We are very sorry for any confusion or miscommunication this customer is experiencing using the warranty for the merchandise purchased from Bob’s I see that this purchase was delivered on and at the time of purchase, the customer purchased the option of Goof Proof Plus This 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 everyday use, misuse or abuse of the merchandise The customer submitted a claim to [redacted] for concerns unrelated to any accident and the claim to [redacted] was denied We have sent a technician to the home for concerns three times since delivery As a one time courtesy to ensure the safety all members of the family, we will offer this customer a reselection for the Charisma set currently in home If the customer would like to accept this offer, please reply through the Revdex.com, we will then create the paperwork to enable the reselection We will credit for the GPP plan and we will waive a new delivery fee The customer will have sixty days from the date that they accept this offer to choose new merchandise The delivery team will remove the Charisma set when the new merchandise is delivered Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com- We are very sorry for the issue with the home damage We have researched this claim and have reached out to the depot and they will proceed with the claim They will be reaching out to the customer directly to work through the process We are very sorry that this experience has caused the customer unnecessary frustration Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Complaint: [redacted] I am rejecting this response because: The customer representative never offered to send anybody to the house to look at the rug I did not disconnect the call until the representative was finished explaining that there was nothing they could do (after putting me on hold two times to talk to a supervisor) I asked her to send me an e-mail verifying out conversation and she said she could not I believe they need to explain their [redacted] + plans a little better to people in the future I am willing to have a technician come to the house and look at the carpet.Sincerely, [redacted] ***

Good Afternoon Revdex.com- We are sincerely sorry that there was a delay in the service being completed We reviewed the tech report and have set up a service appointment for the customer The customer can call at their earliest convenience to schedule service # [redacted] We ask the customer to respond once the service is completed to advise if all concerns have been rectified Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with usI see that this customer has already spoken with one of my colleagues and it appears the customer has been set up and scheduled for an exchange 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

Good Morning Revdex.com, Please pass on our apologies for the frustration and the alarm this mold issue has caused to our customerThis merchandise was picked up by the customer on 5/16/and we had not received any report of concern until There are several reasons to how or why this type of concern arises and regretfully because they are all related to the environment the product is being kept in, Bobs Discount Furniture is unable to take ownership or responsibility for this occurrenceThis issue is also not directly related to our brand of [redacted] mattress ( [redacted] ) and it is reasonable for any retailer to assume that their customer has done the appropriate research to satisfy their own needs for information prior to purchasing any product ( there are various articles and education available to the public regarding ‘mold on a mattress’) Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Ms [redacted] , I apologize for the delay and inconvenience surrounding the much needed part for the power reclinerI understand your frustration, especially given the necessity of the recliner.Our records indicate that we received your [redacted] payment on March 14, Generally parts such as motors are in stock however, when they aren't we must place a order with the manufacturer and the expected ship time can between 3-monthsAt your request, we have canceled the part order and processed a refund check, which you should to expect to receive within the next 7-business daysI apologize that we weren't able to get the part much soonerGiven the date of delivery, you are not eligible for a full replacement of the recliner however, our technician indicated that the motor is failing as a result of a manufacture defectAs a courtesy I can reenter the part order, free of charge as a one time courtesy The order time and expected date of arrival will be late August, early SeptemberWould you like me to reinstate the order?Thanks, [redacted] **

Good Afternoon Revdex.com- We are very sorry for this concern The customer was notified on that not all the items would be available They choose to do a split pickup The day of the first pickup was raining and the customer could have chosen to wait for the sofa and clear weather We are very sorry if the plastic was torn, the warehouse would not have seen this until it was brought up from the back We do not offer any additional discounts off our already discounted prices We do hope the customer will be very happy with their merchandise for many years Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here