Blue Ridge Travel

Good Afternoon Revdex.com- We are sincerely sorry for the frustration the customer is feeling The store is responsible for all pre-delivery concerns Any concerns that arise after the customer has taken possession of the merchandise are supposed to be addressed by customer care We do see that the customer has been mostly speaking with the store for concerns We are very sorry, the store is not trained thoroughly on these issues, the customer should direct all questions and concerns to customer care ###-###-#### We do see that the customer was set up for a service and is scheduled for We hope that this service will rectify any concerns the customer is having Sincerely,Tracy S [redacted] Corporate LiaisonBob’s Discount Furniture Tell us why here

Good Afternoon Revdex.com- We are very sorry for any frustration the customer is feeling We do not discount new merchandise as compensation We did place a store credit on the customer’s account for a future purchase The customer has already far exceeded our policy for compensation in an effort to try to make this right We will not be offering any additional compensation 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 usRegretfully I am unable to locate any account information that matches this consumer’s complaint within our internal recordsI have looked under the name, phone number, email and address provided here and I am not able to match this complaint to an account Can you please ask the consumer to verify the invoice number (order number) associated with their purchase so that I can proceed in assisting on this complaint further? They can locate this order number via the sales receipt provided at the time of purchaseIf the sale was never finalized the customer can reach out to [redacted] and have the approval removed This would enable them to purchase elsewhere We cannot request that as we are not the customer, [redacted] must have the request come from the customer Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com, We certainly apologize to the customer for the lack of care she feels she has been addressed with This customer made this purchase directly thru the ‘Acceptance Now’ option offered within our retail location [redacted] does not “run” an initial credit check (the program is a popular resource to help build or rebuild credit) and Bobs Discount Furniture would not have directly accessed this person’s credit for any reasonShould the customer be able to provide proof of Bobs Discount Furniture directly being associated with or on her credit report we will be happy to investigate this allegation further at that time In regards to the request for letter, I don’t believe this is possible as the ‘Rental Agreement’ signed by the customer fully denotes that the customer has agreed to a month term of rentalThe ‘Rental Agreement’ indicates that the consumer agreed to pay $monthly and the total cost of rent will amount to $6,I have attached the signed documentation that ‘Acceptance Now’ maintains which clearly points out these terms and conditionsThe customer will not see the cash price of the furniture ($2,565.59) on their credit report because they agreed to pay a different, much higher amount over the course of monthsWe are very sorry that the customer maintains any confusion on the document signed but I do not see a failure here given the evidence and facts within this case Any request to have the merchandise removed or the ‘Rental Agreement’ changed will need to be directed to the company who the customer entered into this agreement with The [redacted] Desk can be reached at [redacted] Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are sincerely sorry that this customer had such a poor experience with Bob’s The store did accept responsibility for the routing error There was no contractual agreement on timeframe The store is able to request an estimated window for delivery In this customer’s case that was not something the routing department was able to accommodate We have only a few deliveries on each truck each day that will fall into the Breakfast with Bob’s window This is our most popular timeframe and not every request can be routed We are very sorry that the customer is dissatisfied with our offer The offer of the gift card is appropriate for this failure We are very sorry for the error that caused the team to be routed for a later delivery We do see that this customer has since accepted a $gift card as compensation for this error We are very sorry that we caused this delivery to be an inconvenienceSincerely,Tracy S [redacted] Corporate LiaisonBob’s Discount Furniture

Dear Revdex.com,I spoke with Ms [redacted] (the recipient of the furniture) and she expressed her dissatisfaction with the quality of the legs on the bench and stools set of the Boomerang dining setAfter reviewing her account, I have processed the necessary paperwork allowing her to return the set for store credit and reselectMs [redacted] accepted the offer and understands the details of the reselection credit.Thanks [redacted] **

Good Morning Revdex.com, I can certainly see how this would appear to any customer that we do not value their time I can assure you that is not the case I have reached out to the store and gone over all of the details with the Manager Sheena She reached out to the customer immediately to apologize and set the credit card information into the return, she was only able to leave a message This store office employee will receive coaching on properly reading all the notes that are carefully left in every return We apologize again for the impact our failures have had on your valuable time and thank you for bringing the coaching concerns we have to our direct attention Kindest Regards, Tracy S [redacted] Customer Care Liaison Bob’s Discount Furniture

Good Morning Revdex.com, We are very sorry for the concern this customer has presented On every customer’s sales order, reviewed and signed at the time of purchase, is our refund policy As this customer purchased on line and would not have seen this prior to making the payment, we also have the policy available on line at the MyBobs.com site where the customer made their purchase I have attached a screen shot of the policy The customer could have called any store or customer care or written to AskBobs to request information on the policy Any Bobs employee would have been able to advise that once merchandise is delivered or picked up we are not able to offer a refund We certainly wish the customer had spent some time in our showroom trying out the chair before purchasing, especially with the pre-existing neck concern she has We are sorry we are not able to accommodate this customer request Kindest Regards, Tracy S [redacted] Bobs Discount Furniture, Corporate Customer Care Liaison

Complaint: [redacted] I am rejecting this response because: I didn't speak with a person name RachelTwice they sent damage furniture and they are very unhelpful! They don't care that my furniture was damage and they told me oh well its on you! Sincerely, [redacted]

Good Afternoon [redacted] , I attempted to contact you on the number you provided in your Revdex.com complaint three times this afternoon (7.07.2015) and regretfully the line continues to indicate that the number is not currently in service I am so sorry to learn of the disappointments you have been continually experiencing with your product and I assure you that taking care of our valued customers is our number one priority here at Bobs Discount FurnitureAs a company we stand behind the fact that a replacement part accompanied by a professional installation is the best route for resolving any product concernI can certainly understand your frustration due to having to wait for this part to arrive and in the fact that we didn’t appropriately communicate any added delay in shipping time to you Should you feel an even exchange of the merchandise would benefit you most at this point, instead of waiting any longer for the part’s arrival, we are happy to provide that option as an alternate route for resolution If you are able to maintain confidence in the parts and service resolution we currently have in place we can offer to provide you with a further form of our apology for the delay in service and disappointment by way of a Bobs Discount Furniture Gift CardThis gift card offer will be fully disclosed and processed after the service for installation has been completed and you are fully satisfied with your product Please feel welcome to let me know how you’d like to proceed in resolving your concern via the Revdex.com channel you have opened or I am available to you directly by email at [redacted] Kindest Regards, [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 usWe have submitted a complaint on the first team and we apologize for their unprofessional behavior I see that this customer has already spoken with the store manager and it appears the customer will be working closely with him to rectify the situation and reach a satisfactory outcomeThe delivery has been completed and compensation has been offered, accepted and completed 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: I have a [redacted] Chest for $that was returned I do not see that anywhere If you add that to the bedroom set of $it some to $799, not $which should have included tax.Also the post floor lamp of $should be there too, unsure if that was taken off or not Also the [redacted] Plus was returned for $ Do not see that anywhere either.Again, my total with tax for the items that I have in my house at this time, with tax and everything I paid should be $ I don't completely understand why no one at Bob's can go over this with me and resolve this issue They contracted the delivery men out, did not take back the furniture on day one, refused to take it back Then when they did come and took the furniture they had no invoices for anyone to sign with what was returned This is bad business and very poor customer service.Again I would like a call from Bob's to go over piece by piece of my complete invoice so that this might be resolved once and for all 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 After sending letters to Bob's CEO and ALL IT'S BOARD MEMBERS at their homes as well as this complaintI received a call from the CEO'S office scheduling a tech for this Saturday and assuring me that they personally will monitor this and guarantee this appointment will be keptI'm just sorry I had to go to such lengths to have this resolved Sincerely, [redacted]

Good Morning Revdex.com, Please pass on our sincerest apologies for the concerns our customer experienced with the assembly of their productAs a furniture retailer we maintain a certain amount of trust for the hardware needed to be included in the packaging that most of the overseas manufacturers send usWe assure our customer we are just as shocked and disappointed as they are that the items were unable to be fully assembled during their deliveryOn approximately 4,deliveries a day this is not a common concern therefore we always anticipate being able to set up the merchandise as we display it in our showroom We take full responsibility for any concerns of failure resulting in our customer’s disappointment and we fully expect that any hardware our system reads as “in stock” is shipped and received by the customer within 5- business days of the order being processed We have an in-house parts department that is permitted to speak with the manufacturers (if needed), however most requests for missing or incomplete hardware can be arranged and shipped within the time line stated aboveWe feel terrible that the customer left their communication feeling unconfident about our abilities to care for them and pledge to address the coaching concerns that this communication has presented us with In regards to resolution: Our customer has selected to levy this specific concern thru alternate channels and has been working directly with one of our Corporate Customer Care Liaisons since (Jennifer) to get this concern fully resolved We encourage our customer to continue to communicate with the direct contact they have established so we can correct our failure and provide them with the care they deserve Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Thnak you 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 Sincerely, [redacted] ***

Good Morning Revdex.com, Our records show that this item was delivered on 02/17/ We have received one call for service that was dispatched on 12/12/ Our technician’s report was logged as follows: December 12- In- Out- Tech-Christian Sofa/RAF and LAF mechanisms are bent, missing cup holder (Customer threw it out), circuit board ripped it out, hole on the back center all damages are Customer Caused and the overall condition of the item is deemed to be fair Above Comments Added By C [redacted] ( Chris [redacted] ) On 12/12/at 11: Our company provided this sale (in 2011) with a one year guarantee against the occurrence of factory defectsWe have already completed a courtesy to this customer by dispatching a technician at no cost outside of our responsibility to this itemThe only remaining protection on this item is related to a plan purchased at the time of sale that is managed by the [redacted] Company, not Bobs Discount FurnitureWe stand behind the quality of our product in the event of a manufacturing defect however based on the technician’s report that confirms no defects present, several items actually missing from the furniture, holes in the material, and the length of time that has passed since delivery with no report of concern provided to us –nearly four years- we are unable to offer further recourse for this item Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Complaint: [redacted] I am rejecting this response because:I am further outraged by their audacity to blame the customer for their unprofessionalism! Their actual response was, "If the customer has wanted everything to be in one shipment."Unbelievable! Who on earth doesn't want one sofa set in one shipment? I bought this sofa set for my Daughter but if this was for me I would have cancelled the entire orderAfter reading their response, I spoke to my daughter and she did confirm that she was called before the first shipment and informed that only the sofa was ready for Sept28th delivery but the final pieces of furniture ,( the loveseat and the ottoman) would be delivered together on Oct14thWe were outraged that we had to wait for deliveries but she really was tired of waiting so SHE agreed to the final delivery to be on Oct.14thWhen the scheduled delivery arrived on that date with only the loveseat, She asked where was the ottoman and was told the manufacturer did not have any available and that it would be delivered on Oct21st but wasn't delivered until the 28thAt no time during the many furious phone calls we made to Bob's discount furniture and spoke to several managers whom all only offered apologies, did anyone offer to compensate us for the terrible service and inconvenienceI had to bring it up and was told we wouldn't be compensated until the final shipment but they would not tell me what the compensation would be Sincerely, [redacted]

Good Afternoon Revdex.com- We are very sorry for the delay Refunds can only be processed to the original method of payment When the customer provided the store with her credit card information the store should have compared to the original sale They would have seen it was not the correct card to refund and they would have been able to advise the customer When incorrect information is applied to a refund, it stays waiting on hold to be corrected This has now been corrected by the store and the refund should process without further delay Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

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 Acceptance Now Company – not Bobs Discount Furniture 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 Our records show that the furniture purchased was delivered in October and we haven’t been made aware of any damages to the furniture or defect concerns since delivery 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 Acceptance Now Company directly Kindest Regards, Tracy NS [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 delivery experience with us I see that this customer has already spoken with my colleague and it appears the customer has worked closely with Rachel to rectify the situation and reach a satisfactory outcome Rachel has offered a discount back of 30% to be refunded to the Wells Fargo bill This is the maximum we are able to offer, and this offer was accepted by the customer 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