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

Good Afternoon Revdex.com, Please send my apologies to our customer as my response was never intentioned to convey a feeling of “playing like they don’t know what’s going on” Our internal records show one sale and one charge (in total for $408.73) that was authorized on This total includes – Merchandise at$ 300.00, Delivery fee at $ , Goof Proof Plus at $ , Sales Tax at $USD , for a grand total amount of $ This is all displayed on sales order number: [redacted] and our customers all commonly sign a sales receipt the fully discloses our return policy as follows: 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 The customer should also be able to verify this policy as disclosed by way of a copy of the sales invoice we provide to our customers prior to them leaving our store On we did not charge the customer any additional amount, should the customer wish to provide documentation on this accusation of additional charge we will research that claim further at such time On we placed a store credit into the system for the price paid for these chairs and their associated protection planBased on the comments from this transaction (credit #: [redacted] ) (listed below) this reselection credit was entered as a courtesy so the customer could reselect to merchandise that better suits their needs Date of Delivery 11/13/ Stools are too large Preference reselection EXP date: 1/15/ New sale/ NEW del fee Above Comments Added By AR [redacted] ( AR [redacted] ) On 11/15/at 14: Please also let the records reflect the following comments entered as (after the credit transaction was created): Customer called to see if they can use there credit on a online purchase Above Comments Added By YG [redacted] (Y [redacted] G [redacted] ) On 11/15/at 18: At this time I am unable to see how our business has failed our customerAs disclosed on the sales invoice there is no return for refund after merchandise is delivered, we have offered the customer a courtesy by agreeing to take back merchandise that has no defect in it while it is being sent back due to a concern stemming from an inaccurate measurement on the consumer’s part, and there is no record of any additional charge for $being made without authorizationWe have also provided documentation illuminating that the customer was fully aware of the credit being entered hours after it was done At this time we stand behind the already processed resolution for the offer of store credit as the most fair and adequate offer we have to make as a retailer Sincerely, Stephanie AG [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]

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 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

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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] The business asked me to send estimate to repair damages and photographs were possible to confirm damagesI will do this as soon as possibleIt does not mean the original complaint has been solved but it is a step in the right direction 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

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

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 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] **

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

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

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

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 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

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]

Good Afternoon Revdex.com- Due to the intricate nature of this complaint, we have reached out to the customer directly to discuss our offer of resolution The customer has accepted our offer We are sincerely sorry for the misinformation the customer was given Sincerely,Tracy S [redacted] Corporate LiaisonBob’s Discount Furniture Tell us why here

Good Morning Revdex.com- We are very sorry that this merchandise did not live up to the customer’s expectations The merchandise was examined by a technician It was not determined to be a manufacturing defect In an extreme effort to meet this consumer’s demands for resolution we will make a one time only courtesy offer for resolution, in the form of a part orderShould the customer wish to accept this offer they are able to reply back to the Revdex.com with the acceptance Courtesy Offer for Resolution: We will order at no cost to the customer a part which will rectify the concern The part will be shipped directly to the customer’s home Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here