Blue Ridge Travel

Good Morning Revdex.com, Please pass on our sincerest apologies to our customer for the disappointment she is experiencing with her dining chairsWe have reviewed her account and while there is no direct warranty remaining thru Bobs we stand behind the quality of our merchandise even after the expiration period of the warranty Please note that if the customer is aware of a safety issue it is strongly recommended that they discontinue use of the item with the safety concern, as this has been disclosed by the consumer it is the responsibility of the consumer to maintain safety within their own residence We have listed a courtesy option below for resolution, should the customer wish to accept this option please have them respond to this Revdex.com communication as ‘satisfied’ and they may anticipate this option being set up/active in their account within two business days of their response We will provide a 60% store credit based off of the price paid specifically for the six dining room chairs, we are unable to remove these chairs from the home but do want to assist the customer in their quest for new chairsThis store credit of [redacted] will not have an expiration date and can be used within any of our showrooms should it be accepted Kindest regards, Stephanie AG Bobs Discount Furniture Customer Care Corporate Liaison

Good Morning Revdex.com, Please pass on our sincerest apologies for the inconvenience that multiple deliveries caused our customerWe can certainly understand the customer’s frustration Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from usWhile it is not procedure to so we recognized that we have failed our customer and the store immediately offered to waive the delivery fee for the inconvenience The remaining pieces of the bed that were on backorder, the storage drawers are scheduled to be delivered on 4/4/ At that time the bed will be completed We are very sorry that we had to inconvenience this customer with multiple deliveries 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 only acceptable because I received the refund the day after I filed the complaint It took almost days for me to receive the refund I believe this was plain old SLOW AND NO!!!@!!!!Sincerely, [redacted] ***

I apologize that you have personally experienced any disappointment while working with Bobs directly or speaking with the [redacted] company As the Revdex.com is aware, the size of our business is massive and we would not be continuing to grow so rapidly into new territories if we operated without honesty and transparencyWord of mouth travels extremely fast especially in an age of technology and It is a terrible fact I learned many years ago in my business that a happy customer will typically tell of their family/friends while an unhappy customer will tell of their family/friendsAdd social media into the mix of that and you can place a zero on the end of both those figuresI do not deny that we, like any business, have unhappy customers who have experienced failures or headaches while seeking to resolve their claimsThe internet is a place where information even from many years prior remains currently viewed and judged uponMany customers whose claims have been resolved or denial results overturned don’t feel the need to take action on reposting/posting positive feedback In regards to our [redacted] Plans we have a very high ratio of approved claims through this plan and the company we partner withSadly it is not common that a customer can access a data base made by other customers of great reviews on their successful claims experiencesIn most cases the plan costs about 10% of the merchandise cost to the customer and Bobs is paying for technicians (don’t forget about gas), parts, and the cost of disposing and providing new merchandise in many scenariosI cannot imagine how we would be making money off of this plan when we are paying out far more than what is charged to help our customersI do apologize that this customer believes to have experienced any confusion during their time of sale, we do not deceive our customers, support products and plans we do not find valuable, and we do not force our customer into buying any productTo categorize our protection plan as poor quality or state that all of our customers are complaining just doesn't give the nearly 3,customers that are receiving a great experience today and in the future, as well as my nearly 4,team members who strive every day to make the experience a pleasant one, ample credit [redacted] offered the replacement value of the table If this customer had accepted the offer, the exchange could have been created and a new table on its way to the home The offer they made is standard, industry wide [redacted] ’s responsibility is to authorize the credit, and then a Bob’s representative would reach out to handle the paperwork in our system We are happy to answer any question on the process, which in this customer’s case has been handles correctly They would not offer recourse on pieces not included in the claim, the claim was for the table top, and they accepted the claim and made an offer The same table is available at the same price the customer paid Kindest Regards, Tracy S [redacted] Corporate Customer Care Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com, I’ve just spoken with our customer by telephone and provided her with my direct email address so that I can review her photos and subsequently discuss what options for resolution we may have available for her concern Thank You, Stephanie AG [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 a senior manager Lori to rectify the situation and reach a satisfactory outcome The paperwork has been completed; the customer provided the credit card information to refund to at 6:24pm on The credit card company requires a standard of 3-business days to post to the customer’s account The credits that were created as corporate check refunds have been released and the check will be cut and mailed to the address on this complaint 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 again apologize that our customer is so disappointed in us The customer’s initial sale has been completely rejected and refunded to the customer from our system, we have offered the best possible option for resolution we have when there is no open business pending from this customer Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Morning Revdex.com, Please pass on our thank you to the customer for submitting the requested photosThe photo that the customer has selected to include of the goof proof flyer offers clear evidence as to why his claim was denied by the Guardian companyThe flyer (see the lower right hand side) denotes that damages are covered from accidental occurrences only and that there are exclusions to coverageThe goof proof plan sold to this customer has not failed as the customer’s concern does not fall in line with the coverage details As an extreme one time courtesy and for the reason that Bobs Discount Furniture truly cares for all of our customers we can offer the following options for resolution: Please advise the customer to select an (one) option for resolution and respond via the Revdex.com with how they would like to proceed Option #1: We will provide the customer with a Bobs Discount Furniture store credit for the amount originally paid for the (This offer applies to the Queen Sized Headboard/Footboard/Railings ONLY) queen sized bedThe customer can use this credit towards the purchase of a new bed, should the customer wish to have the new bed delivered and assembled a new delivery fee will be charged on the new sales orderIf this option is selected, we will expect to remove the current headboard/footboard/and railings the customer has in the home on the same date we deliver the newly selected product -OR- Option #2: We will provide the customer with a Bobs Discount Furniture Gift Card to cover the cost of purchasing a Queen Sized Metal Bed Frame We will mail out this gift card and once received the customer may visit any showroom to purchase the metal bed frameThis option will aide in getting the mattress sleep set onto a proper support Thank You, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

Good Afternoon Revdex.com- We are very sorry that the customer remains dissatisfied We take every complaint very seriously and we research every complaint If we find any error in the handling of a complaint we offer resolution to rectify the concern We are very sorry that we are unable to assist with this customer’s concern Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Complaint: [redacted] I am rejecting this response because:i disagree with bobsthis couch has been replaced on multiple occasionsits sad that they dont backup their aggreementsi will never buy from them again and will encourage everyone I know of their business practices Sincerely, [redacted] ***

Good Afternoon Revdex.com- Bob’s offers the best value at our price point This customer’s experience has not gone well but it is not typical Less then one percent of our customer’s have issues If this was a typical experience, we would not be growing at the pace we are I can personally identify with a consumer’s need for an apology outside of making the concern rightOur policy dictates that we only offer compensation in the form of a Bob’s gift card Due to the severity of this customer’s issues, I went out side of policy in offering the refund The maximum we offer as compensation is the delivery fee However, I do believe this is an extreme case I am willing to offer additional compensation as a Bob’s gift card in the amount of $ If the customer accepts this final offer of compensation I will create the paperwork for both the refund of the delivery fee and the ECard I will email a copy of the refund of the delivery fee directly to the customer, and the ECard will be sent within five days Kindest Regards, Tracy S [redacted] Corporate Liaison Customer Care Bob’s Discount Furniture

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, Gregory H***

Complaint: [redacted] I am rejecting this response because:The amount of stress and frustration I went through that day being months pregnant was worth much more than $I should not have felt that I needed to drag a twin mattress outside by myself in my condition but the situation spiraled so far out of control that I was forced to do that considering the drive team was coming back to my house.The fact that both my husband and I were hung up on by your customer service people because they did not like "our tone" is completely absurdWe kept calling to try to rectify this situation as it was going on and that's how we were treatedYour calls are recorded so maybe you should go back and review themOver the years I have had many issues with BOBS as you will see in the notes of my account but this situation was just unacceptableAside from the error being made by the store initially of including the mattress on my exchange without telling me, the treatment we received that day as paying customers is not ok$is a slap in the face and I will continue to take my complaint to higher means if necessary including filing a public complaint with media outlets and the attorney state general Sincerely, [redacted] ***

Good Morning Revdex.com, Please pass on our sincerest apologies to our customer, we absolutely acknowledge our customer’s frustrations with us and take responsibility for the lack of care they feel their concerns have been addressed with Our records indicate that we made direct contact with this customer (off of a posting thru another channel) on At this time our customer has accepted a compensation offer from us and our records reflect that we have provided them with the most accurate information we have in reference to their pending ottoman delivery We thank our customer for escalating their concern so that we can address the obvious coaching concerns revealed to us and apologize again for any aggravation our failures have caused them to experience

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with us Bob’s does not manufacture merchandise; we are at the mercy of our vendors We did request the parts be sent to the customer, we were given a date we should expect the parts The manufacturer did not fulfill the order We are very sorry that we were not able to get the parts out to you on a timely manner I am confused however It appears the customer had a conversation with one of my colleagues Elizabeth on September They agreed to give it one more week, and if the parts did not arrive, Bob’s would offer either an exchange or a reselection, so the customer could get a replacement We will absolutely honor that offer There is a reselection credit in the system for the cost of the sofa, the goof proof plan and the tax We will waive any new delivery fee The pick up of the piece in the home will be done when the customer’s new merchandise is delivered If the customer wishes to accept the offer for exchange or reselection, they can reply that they accept, then go back to the store to choose the new merchandise Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are sorry for any misunderstanding The refund on the table set has been processed We did not wrongfully run the customer’s credit The customer chose to apply for a [redacted] account That requires a credit check The customer chose this option as the “six months interest fee” appealed to them Any financing would require a credit check We are sorry if this was not communicated properly We train our sales people with the understanding of the financing I was not witness to the communication and have no ability at this time to be able to ascertain if it was explained correctly or not If it was not explained correctly we are very sorry Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Complaint: [redacted] I am rejecting this response because: While I am sorry that this has happened I don't understand how they cannot have any communication with the manufacturer of the furniture that does not make sense to meThey are paying them for their services, I'm sure, so there must be some type of communication so I don't believe that to expedite one (1) piece could be that difficultSubsequently, if the piece does not arrive until May, as we are being told now, that will make months in total that we would be waiting for a complete delivery of our order.I do not want a store credit from Bob's as I do not intend to make another purchase from that franchiseI will be consulting with an attorney as we would like to have our initial deposit of $refunded in cash, as we paid it Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:I do not want compensation; I just want my chair fixedYou state “The part is now due in less than two weeksThat is not an excessive wait.” The part is supposed to be here in two weeks that’s not saying it will beHow long will it take to schedule a technician to come out? Two weeks is excessive after waiting since the end of AprilYou state “If the customer had reached out at the beginning when the order was first placed, we could have discussed other options.” When the technician came out I was given no timeline for the parts from him or the representative on the phoneIt wasn’t till May 25, that I found out about the excessive wait time for the part to arriveI am disappointed with Bob’s customer service“No phony gimmicks just pure value! I’ve got you covered!” Bob Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: this is not how businesses should operateMy fiance wanted this particular set of merchandise and we paid in full for those items in exchange for product that was not defective or damagedWe bought what we thought was going to be good furnitureIt's not our fault that your products come in damagedSo there is no reason for us to re-select another productWe don't want anything else from this companyAlso pricing yourself as the 15th best furniture realtor means nothing when you have terrible customer service You only got that way from ripping people off Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:it’s misleading because it’s sold saying “anything” that happens to the furniture, they will try to fix it or replace itIt’s not until you’re making a claim , then your given the tap dance of oh let me see if that’s coveredJust so happened the incident with the table fell under what they considered an accidentI was pleased and purchased more furniture with the coverageThinking they would do what was promised to meI will never purchase any more discount furniture from BobsI am currently looking for furniture for an additional room and Bobs will not even be considered because the furniture is cheap and the protection plan is a jokeEverything I’ve purchased is a messI’d rather pay for quality furniture that will last than to pay for cheap furniture with a cheap protection planA protection plan requires more than a bottle of furniture cleaner/polish Sincerely, [redacted] ***