Blue Ridge Travel

Good Afternoon Revdex.com- We are very sorry Overloading the drawers is not an accident Overloading the drawers is not a manufacturing defectWe would not be able to offer to replace these drawers Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

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 and will reply to the Revdex.com mediation service with their decision We thank the Revdex.com for bringing this to our attentionSincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Complaint: [redacted] I am rejecting this response because: I believe I have done everything that I should and beyond to get the item I purchased in JulyI guess I have to go the civil route now Sincerely, [redacted]

Good Afternoon Revdex.com, I have attempted to make contact with this customer by phone and email today (12.24.2015) in response to their concern I have conveyed my apologies to our customer as we are obviously very embarrassed about the behavior reported in this complaint I am currently waiting on the customer to follow up with me directly, as this type of situation is extremely far from any sense of normalcy for our company it will benefit our customer most if we are able to communicate on a more direct basis regarding this concern Kindest Regards, Stephanie *G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

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

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 Revdex.com- We are very sorry for the inconvenience Our service guarantee does state that we offer parts and service for the first year The customer refused this option and we have gone outside of our policy to offer the exchange If the customer had chosen delivery, the customer would then have had a professional assembly and any issues would have been our responsibility If the customer would like to pay for delivery service now we can have the team come out and assemble with the new piece Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com- Thank you for providing the information to access the account We have reached out to the delivery depot that has been in communication with the customer to request an update They should be reaching out to the customer within a couple of business days with an update on the claim status Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Complaint: [redacted] I am rejecting this response because:I'm still waiting a response from Bobs pending a reasonable offering about the issue on handThanks 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 me THANK YOU BOBS! Greatly appreciate your assistance Sincerely, [redacted] ***

Good Afternoon Ms [redacted] , I understand your frustration and again extend our apologies for any and all inconvenience we have causedIt is very unfortunate to hear that you do not plan to return back to Bob's Discount Furniture, based on your previous experienceI assure you that your concerns will be addressed internally, especially for the benefit of future customers.Since you have received the benefit of our delivery and assembly service, a full refund of your delivery fee can not be issued however, your demand for compensation is understoodGenerally all compensation is issued in the form of a Bob's Discount Furniture gift card; as a courtesy I will refund $of the $delivery fee, as final compensation.Thank you for affording us the opportunity to furnish your home; although it may be the last, your business is very much appreciated.Thanks, [redacted] **

Good Morning Revdex.com, Our records indicate that the Sofa, Loveseat, Cocktail table, and the TV chest were delivered on 04/17/We initially reviewed photos of this merchandise in late October of and communicated to the customer that the concerns pictured were not coverable occurrences for replacement under the conditions of her Bobs Goof Proof Plus Plan, I.E – we determined that there were no factory defects present The customer has since commanded that we review her account again and we have already set up a resolution for this dispute At this time the customer’s account shows that they are awaiting a service professional (scheduled for: 12.10.2015) to assess the reported damages and repair if possible under the terms of the ‘Service Policy’ we list on our sales receipt (and the customer commonly signs as agreed to at the time of purchase) Our responsibility as a business under the associated coverage on this merchandise is related strictly to factory defectsAgain our policy can be located on the original sales invoice or you may view the same information in the form of question/answer thru the below link to our website [redacted] We maintain confidence that the service professional arranged for will be able to provide satisfaction with repair and/or an alternate results for any factory defects presentIf there are no factory defects present we will be unable to offer the customer further recourse as the terms we communicate (whether written or verbally) at the time of sale and via our website are in place to keep resolutions fair for all customers alike Kind Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com, There are policies, procedures, terms, and conditions in place in order to keep resolutions fair for all customers alikeWe do not force our customers into making any purchase, nor do we mislead customers during a purchase Our records indicate that we have offered a courtesy service (at no charge to the customer) which is above and beyond the company policy document(s) we provide to all customers during the time of sale The customer did not enter in an agreement to purchase new merchandise and the sales order was clearly sold as an outlet/clearance purchaseWe continue to stand behind our offer of professional service (from the same service technician we would send to a customer’s home that has factory fresh –new- product) at no charge to the customer as the most fair and adequate courtesy offer we can make in this scenario Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com, I contacted [redacted] this afternoon (9.29.2015) and apologized for the terrible experience she has endured with this purchase from usThe comments regarding the lack of care she and her family received are very important to usWe want customers to love shopping with Bobs, so reading a report of such a disturbing experience with our associates is a serious concern for usWe find the behaviors reported here inexcusable and know it is upsetting when someone who should be serving you is disrespectfulWe do hope our customer can accept our deepest apologiesWe have begun addressing the obvious coaching concerns our customer has brought to our attention within our staff and will take appropriate action At this time we do have an open apology offer of a $refund to the customer’s method of payment During our conversation today [redacted] advised me that it wasn’t her preferred time to talk about this concern, she further informed me that she wanted to speak with her lawyer about the refund offer we have made prior to fully having it processed [redacted] advised me that she or her Husband (***) would be contacting me back directly to discuss this concern at their convenience I look forward to speaking with [redacted] and/or [redacted] with the hope that I can somehow earn even just a little bit of their trust back in our business Kindest Regards, Stephanie G [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 meI will accept the ecard for $I do want to make clear, however, that I was not expecting both a technician and a pickup for a returnThese were separate calls taking place on separate days Sincerely, [redacted]

Good Afternoon Revdex.com, We apologize to this customer for the delay in having the set delivered I see in the account the set was paid off 2/17/and at that time the store sent an addon request to ask the delivery be scheduled for 2/27/ This route was already full, so the store sent a request to have this customer added to an existing route There may have been miscommunication there, it should have been clearly explained that it was a request; the customer was never scheduled for 2/27/as the route was full I believe the store felt that the addon would be accepted and the customer would have no further issues Then we called the customer to advise we were unable to addon to this route, as it would have put the team over Department of Transportation regulated hours There was no issue with merchandise availability; there was an issue with the date requested for the delivery The store then tried again to have it added to the route for 2/27/16, it was again declined for the same reason They should have again clearly stated to the customer that this is only a request We do these requests often as customers do reschedule deliveries, and spots open up on set routes I do see at this time the customer is scheduled for 3/2/as the first delivery of the day We certainly understand how frustrating this experience must be for the customer We are customer’s, when not at work, as well and would not appreciate any business wasting our time or making us feel ignored, or unacknowledged I would like to offer to compensate this customer for the aggravation we have caused I would like to offer the customer a gift card in the amount of $ We have some wonderful take with items in every store We have a large selection of lamps, statues, wall hangings and other accessories I understand the added frustration that this is for a child I can imagine that there was anticipation and excitement for this delivery I hope that being able to go in and shop with this gift card will alleviate some of that disappointment Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are sincerely sorry for the miscommunication The agent that the customer spoke with was incorrect in their reporting Thankfully this was recognized and the agent has been counseled The customer has already been set up for a reselection credit to go back and choose other merchandise We are very sorry that the customer was given incorrect information, resulting in frustration and delay for the customer We hope that they will find new merchandise that they will love for many years Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com- Due to the nature of this complaint, we have reached out to the customer directly to apologize and discuss our offer of resolution The customer has accepted our offer and will reply to the Revdex.com with their decision Thank you for bringing this to our attention 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 usI see that this customer has already spoken with my colleague and it appears the customer worked closely with Dianna to ensure the delivery was completed without issue The customer received both pieces as originally scheduled We thank the customer for bringing their concerns to us via the Revdex.com mediation site Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry for any delay in the processing of the customer’s refund All paperwork has been updated correctly The check was printed and mailed form our Connecticut office on The customer should have received it at this time We ask the customer to advise if they have not received the check Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here