Blue Ridge Travel

Good Afternoon Revdex.com, Please pass on our sincerest apologies to the customer for the concern they have existingThe customer signed an agreement with an entirely separate company from Bobs Discount Furniture – the agreement that the customer is referring to signifies that it belongs to the [redacted] Company – not Bobs Discount Furniture I can confidently state that this type of agreement is commonly reviewed with an [redacted] and signed with an employee from that company directlyWe do not train our sales professionals or customer care agents on the inner workings, terms, or conditions of this contract as it is a document that our company is not authorized to manage, update, or change in any way We are unable to approve a return of this merchandise or arrange for a refund of monies that the customer has been paying to the [redacted] directly The contract is not through Bob’s, so we would be unable to intervene The delivery was successfully made on March 18, We have not received any information that there is any issue with the merchandise The merchandise came with a one year warranty against factory defects through Bob’s Kindest Regards, Tracy [redacted] S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Complaint: [redacted] I am rejecting this response because:Missing bolts is one scenario and the technician who came did not verify that there was a broken frame.I repored it by calling customer care and they told me that they can come in when I move to a new home and now when I call them they- ( [redacted] ) say it is not accident and it is due to regular use of the product and bobs customer care says it issue to accident.Whom should I talk to here in this case bobs customer care and [redacted] have disconnect and not in sync .One says it is due to accident and other says to is due to regular use Sincerely, [redacted]

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with usI can certainly understand the customer’s frustration with us I have reached out to our Accounting department At this time, the paperwork has finally been correctly processed and the check will be cut and mailed We are sincerely sorry for the errors that have caused this delay As a token of our apology I am issuing a Bob’s Ecard to this customer This customer will receive a $Ecard to the email on this address is to business days Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Morning Revdex.com, Please pass on our sincerest apologies to the customer for the concern they have existingThe customer signed an agreement with an entirely separate company from Bobs Discount Furniture – the agreement that the customer is referring to signifies that it belongs to the [redacted] – not Bobs Discount FurnitureBobs representatives did not at any time contact relatives regarding payments, we would have no knowledge of the details of the contract fulfillment, as [redacted] is not part of Bobs I can confidently state that this type of agreement is commonly reviewed with an Acceptance Now Representative and signed with an employee from that company directlyWe do not train our sales professionals or customer care agents on the inner workings, terms, or conditions of this contract as it is a document that our company is not authorized to manage, update, or change in any way As for any issues with the assembly, we did address all issues as they were presented to us It is Bob’s policy to ask for photos when a customer is reporting any issues after the day windowIt is not reasonable to expect that if you call a business with an issue after 1:pm for missing parts, that a company will be able to have a technician with those parts to your home the same day We do have this part in stock and if the customer would like to provide an address, we would be happy to ship him the correct hardware Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care 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 meI spoke with Tracy over the phone, they have issued a full store creditWe ordered our new couch yesterday and are more than pleased with how they handled our complaintTracy was wonderful and we are extremely satisfied Sincerely, [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

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 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 wasted Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

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

Dear Mrs [redacted] ,I apologize that you have been unsuccessful reaching [redacted] to discuss and resolve your concernsShe confirms receiving one voicemail on 6/but none priorYour complaint has since been transferred to [redacted] M., another customer care supervisorI have provided her with your contact information and I am certain that she will be in contact you with you within the next 24-hours, if she hasn't already

Good Afternoon Revdex.com, We are truly very sorry for the failures that caused our customer to have to wait any longer than anticipated for such an important deliveryThe customer’s account shows that one of our Customer Care Supervisors (Jennifer) proceeded to work directly with the customer on and the customer received their merchandise on this dateOur records also show that the customer accepted a compensation offer from us that has been fully processed At this time we consider this concern closed as resolved and assure our customer that it was never our intention to let them down Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Morning Revdex.com, We are very sorry that the customer does not find our offer to be satisfactory It is the only offer that we are able to make The warranty is very clear; we will repair or replace any piece under warranty that is found to have manufacturing defects We are giving this customer her purchase price on the sofa and chairs that have been found to have manufacturing defects Replacing those pieces does fulfill the warranty contract The credit on the loveseat is offered as a courtesy, the customer can keep the loveseat in the home if they don’t feel that the credit we offered is sufficient for a piece that they have been using for two and a half years We can amend the credit that was created to remove the loveseat The ECard that I offered this customer can be used towards the new purchase and was offered as a courtesy That is the only aspect that I can alter I will in an extreme courtesy for this customer extend an offer for an ECard in the amount of $ As this is the final offer for compensation I will submit this paperwork now, so that when you are ready to reselect the credit will be available, it does take three to five days to process Sincerely, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

Good Afternoon Revdex.com- We are very sorry that the exchange was not able to be completed on the We are showing that the team was there within the estimated window the customer was given The teams GPS tracking device has them there at just about pm The team did take photos of the home while waiting for the customer to arrive This delivery was never scheduled for It was scheduled for and a timeframe request was submitted asking it to be routed from 7am to 11am This has been taken off the delivery date of The customer can choose another day to schedule the delivery If the customer is not available for 5.27.17, currently and are open in the customer’s delivery area Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Morning [redacted] I am very sorry for the disappointment you are experiencing with your sleeper sofaI assure you that Bobs Discount Furniture cares very much to satisfy all our customers and we stand behind the quality of our products even after the expiration of our one year guarantee period I do see that you reported your concern to us and we had a factory trained technician come out to the home on 2/10/At that time it was explained to you that this is for a sleeper unit This is and up to manufactures standards for the decking to sit a minor amount lower then the other pieces That is the way it is manufactured We do understand that you do not feel you were properly informed during the purchase so we would like to offer the following resolutions: I do see that we have already set up an exchange for you, if you want to proceed with this exchange you can simply call into customer care at ###-###-#### Mon – Sat 6:30am to 8:00pm Any agent will be able to schedule this exchange for you I would like to take this opportunity to offer you something else, however Because this is part of a set and you have reported no issues with the rest of the set we could offer you a discount on the sleeper to keep it in the home as it is We could offer you a refund back to your Wells Fargo account of 20% of the purchase price of the sleeper, which was $ This would be a credit of $ This would not affect the warranty on the sleeper you would still have years of accidental and manufacturing warranty in tact Please review your options and let us know which of these options would best work for you at this time Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Ms [redacted] ,Thank you for choosing Bob's Discount FurnitureI researched our system and found a purchase under the last name, *** I apologize that we did not complete delivery as expectedI'm sure this must have been a disappointment and inconvenience According to our records, delivery was originally scheduled for May 30, 2015; the delivery team was running behind schedule and you agreed reschedule for the following dayThe following day you called to confirm the expected timeframe for delivery however, since we had added you to the delivery schedule, the timeframe was not available By 2:45pm that day, we were informed by the delivery team that their truck had broken down, thus further delaying the completion of their deliveriesUnderstandably you decided to cancel the delivery and order.Please allow me to assure you that your experience is not reflective of our delivery service and I sincerely apologize for the inconvenience we have caused youIf given another opportunity to gain your business, I will make myself available to you and follow through with the delivery to completionIf you reinstate your order, I will apply a gift card to your account, as a token of our appreciationOtherwise the refund for the canceled order was released to your credit card ending in *** on June 5, 2015.Bob's Discount Furniture appreciates your business.Thanks, [redacted] **

Complaint: [redacted] I am rejecting this response because: I was on Vacation when I received this response from BobsI just got a call from a representative of Bobs saying if I didn't call them with the card number I used inside of days from the offer it would be recindedI do not have my card with me in this trip and again I am very disappointed that the representatives could not extend my offer a few days until I returned homeI would like to take advantage of the offer made by Bobs as well as the offer for $store credit but I will not be back in time before the day window expires Sincerely, [redacted]

Complaint [redacted] I am rejecting this response because: I understand the fact that they said a handout is given to the customerBut as I mentioned I was not given any handout regarding the insurance, all I was given was my paperwork regarding my purchase inside of the pamphlet sleeve, and a furniture care kitI was mislead by the associate with the fact that I own a petWhen I called the store regarding my situation the employee who picked up asked me for my order number to see if my email was entered and she said it wasn'tSo if she was able to confim this with me I don't see why they now are saying this can't be done since it's been so longThe associate who even picked up said she understands the situation and said to contact guardian and give them a different excuse of how my couch pillow was damaged since they don't cover any pet damageThis is unbelievable Sincerely, [redacted]

Good Afternoon Revdex.com- We are very sorry for the error that occurred with scheduling the exchange The customer does have the option to keep the sofa in the home, the damage one This should have been told to the store at the time of scheduling the replacement piece The pickup would not have been scheduled This is scheduled for The customer is encouraged to track their delivery online at the delivery tracker on [redacted] This gives updated information on the expected timeframe 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 experience with us I see that this customer has already spoken with my colleagues in the store and it appears the customer has chosen to schedule another delivery instead of canceling for a refund We have called the customer to schedule the delivery many times We had a delivery scheduled with the customer on The team was at the building during the estimated timeframe The door man was unable to locate the customer The team waited at the building for fifteen minutes before moving on During that time several calls were made trying to reach the customer If the customer would like to cancel this order for a refund she can do so anytime up until delivery 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

Complaint: [redacted] I am rejecting this response because:This wasn't a table orderIt was a living room setThis is exactly the problem with this company! They don't have any attention to detail and the product is extremely low quality Sincerely, [redacted]

Good Afternoon ***, My apologies if for any reason my first response provoked a perception that I was telling you that you must clean your product yourselfI mentioned the Goof Proof cleaning products as a positive response to your quote of ” and if I clean it myself with a product that is not covered it voids the warranty” In researching your Guardian claim (Claim # [redacted] ) with the limited access we have into Guardian records, I located a service work order uploaded for your concern as of This shows forward progress on your claim and we support the actions Guardian is taking to process your pet’s accidental damage at this time Should you have questions about this service work order or when you will be contacted next we encourage you to reach out to Guardian directly as they are adequately handling your concern at this time Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison