Blue Ridge Travel

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] ***

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

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] ***

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

Good Afternoon Revdex.com, Please pass on our apologies in regards to any confusion that may have been present during the time of sale Our records indicate that the three stools were purchased along with a protection plan that cost $and our customers commonly sign a copy of their sales receipt indicating that they are in agreement to all charges listedIs this claimant stating that there wasn’t an agreement signed for the charges made? Please have them clarify so I can research the concern further if needed Also in reference to the chairs returning the client has paperwork set up for the return of the chairs already and our records last indicate that they spoke with us to ask if they were able to use their returning credit online Kindest Regards, Stephanie aG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Morning ***, I am very sorry for the disappointment you are experiencing with your bonded leather setI 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 offered directly thru our company Bonded Leather offers the look of luxury at a much more affordable price point and as its name depicts, bonded leather is real leather that is adhered (or bonded) to a fabric backing with a strong adhesiveOver time and with any amount of usage the heat from our bodies and friction from use causes expansion of the molecules that join the bonded leather to the fabric backingBonded Leather is manufactured the same way industry wide and peeling over time is not isolated to the bonded leather products we sell at Bobs Discount FurnitureIf you continue to purchase/maintain bonded leather furniture in your home regretfully peeling can occur based on the nature of this material’s manufacturing process You have had this set for over four years and in that four year period our records indicate that you have not reported any issues to us before nowThe Bobs warranty on your merchandise expired over three years ago and as this concern does not stem from a factory defect in the product’s workmanship and is viewed as wear and tear industry wide, we are only able to make a store credit offer to from a place of extreme courtesy and careAs with most protection plans the Goof Proof Plan purchased does not cover wear and tear, this courtesy option is not in relation to the plan purchased as it is being offered to you by Bobs directly If you would like to reselect to a different set, made of a different material that may fit your furniture needs better we can offer to credit you 70% of the original cost you paid for both the Queen Sleeper and the Chair from your ‘Park Place’ setIn the interest of fairness we would ask that if you want the new furniture you select to be delivered you cover the cost of that service as delivering the merchandise has always been a charge we maintain separate from the cost of our merchandiseWe can offer to remove the current Queen Sleeper and Chair you currently maintain on the same date we deliver the newly selected merchandise and cover the cost of disposal for you Please let me know if this option for resolution is acceptable to you and I will process the necessary paperwork and have our retail location contact you to make you aware of your available credit Kindest Regards, Stephanie G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com- We have reached out to this customer and scheduled the exchange for next week Thursday 6/2/ Thank you for bringing this issue to our attention Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Complaint: [redacted] I am rejecting this response because: Firstly the total amount of the two orders is more than $1,800.00, not $1,I would prefer that any compensation be made in the form of discount on my bill rather than store credit because frankly after this ordeal I will never shop at BOB's again, and furthermore how BOB's is now looking to rectify the situation BOB's has shown me and my family that they are not serious about taking care of the customerSincerely, [redacted] ***

Good Afternoon Revdex.com- We are very sorry, if it is not a manufacturing defect and there is not specific accident that caused the damage to report, than it does not fall under the Goof Proof umbrella and would not be covered by that planSincerely, [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon Revdex.com- We are sincerely sorry for the issues this customer experienced I was the agent that reached out to the customer after [redacted] *eft at the end of her shift We were able to get the team back to the home to complete the delivery One chair was wobbly and we have a technician scheduled on to rectify that concern I will be reaching out to the customer directly on to ensure that they are aware of the time frame for the technician The delivery fee was issued back to the customer as a corporate check This was mailed out from our Connecticut Office on as the customer informed us they no longer had the original method of payment We will be offering a Bob’s Gift card once the service is completed and everything in the home is showroom quality Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com- We are very sorry for any confusion or miscommunication this customer is experiencing using the warranty for the merchandise purchased from Bob’s I see that this purchase was delivered in January and at the time of purchase; the customer purchased the option of [redacted] Through Bob’s this customer was covered for a period of one year for manufacturing defects Manufacturing defects must either be verified through a Bob’s technician visit and report or through the customer submitting photos which are then reviewed by a staff trained specifically in that area The manufacturer in this case offered a two year warranty on the leather This has nothing to do with the plan the customer purchased, it is strictly a warranty the vendor offers on this set This warranty period ended January of This has not changed The other side of this warranty is through a third party company, [redacted] [redacted] covers the merchandise for accidental damages Accidental damage must be reported within thirty days of occurrence and the customer must be able to provide the necessary details to clearly indicate that this damage occurred through a single accident or incident and not through everyday use, misuse or abuse of the merchandise There is no report that the damage was the result of a single accident This is then not something that would be covered under [redacted] Leather peeling is an environmental issue This comes from the way pieces are cared for in the home It is not a manufacturing defect I have attached care sheets from two separate web sites showing that leather material peels when it is not conditioned or is exposed to sunlight or a source of high heat Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Revdex.com: I have reviewed the response made by the business in reference to complaint [redacted] and find that this resolution is satisfactory to me Sincerely, Andrew K***

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with usWe have reviewed the photos and agree that this is a manufacturing defect We are very sorry that this was not already addressed We have set up the exchange of the table The customer can call at their earliest convenience to schedule As we only have the customer’s PO box listed, we were not able to check availability for the exchange to be scheduled When the customer calls into customer care, please be sure to update the address to complete the exchange The order number for the new table is [redacted] Please provide the address where the table is located to the agent while scheduling We will pick up the damaged table when we deliver the new table Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here

Revdex.com:Thank you for your quick response, I have reviewed the response made by the business in reference to complaint ID [redacted] , Unfortunately I will not say I am satisfied until I receive a delivery on SaturdayI've been schedule multiple times with no resolutionIf its OK I would like to keep this open until delivery Thank you in advance for all your help Sincerely, [redacted] ***

Good Afternoon Revdex.com, While we are sorry this customer feels they have been inconvenienced and they are unhappy the 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 Furniture We 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 We would not be able to offer to give the customer free merchandise We are aware that while the customer was in the store, the store management in an extreme effort to make it right for this customer, offered to waive the delivery fee that was charged as part of the [redacted] contract The delivery fee savings of $plus the gift card of $far exceeds what our policy allows in regards to compensation We will not be offering any additional compensation Kindest Regards, Tracy NS [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Complaint: [redacted] I am rejecting this response because: July 27th It seems that all Bob's is messaging, I'm so sorry for your experience with Bob's, please send photo'sWhen I first called, they asked me many questions where the leather was coming apartOn top of the chair from the seamThey asked what color the chair was, responded blackThen she told me take pictures and wait for my email from Bob'sShe also stated from where the leather was coming apart they would most likely replace it.Well I waited four days and no callWhy? Then when I call a second time, I was told it was wear and tear, they didn't even ask or want to know about the photo's I took I was told there was nothing they could doSo now, I want a tech to come an inspect the chair, and the tell me this is from wear and tear, remember this set is only months old.I don't want to here how sorry they are , just replace the chair No one seemed to care when I called ,until I wrote a complaintLet's see if Bob's follows their own policy Thank-you Sincerely, [redacted]

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with us It does appear that the [redacted] Company has reconsidered the position they stated to the customer I am showing claim [redacted] is set up for service We encourage this customer if they have not already discussed this with [redacted] to reach out with this claim number to discuss the details 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 Afternoon Revdex.com- We received this concern via another source; 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 any other concerns or questions We thank the Revdex.com for bringing this to our attention Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com- We are very sorry; we have released all refunds to the customer’s [redacted] The last response was sent the day after pickup, so it hadn’t been released All refunds have now been released to the customer Sincerely,Tracy S [redacted] Corporate LiaisonBob’s Discount FurnitureTell us why here

Good Afternoon Revdex.com- We are very sorry that the delivery process has caused the customer frustration As we route our trucks geographically we are not able to offer or accept a customer specific time for delivery There are far too many things that can affect the delivery window to ever guarantee a specific time Weather events, traffic, construction and mechanical issues can all delay a delivery We do offer to request a four hour window if that will help the customer We also offer the Breakfast with Bob’s time frame; it is 6:30am to 9:30am It does sound as though the customer has received that window We are sorry that it was not early enough to work for the customer’s schedule We have reviewed the photo from the original piece that had a small chip in the front and the piece that was refused due to the box being opened This is scheduled for we hope that the delivery goes smoothly for the customer We do offer compensation for delivery failures This is normally offered in the form of a Bob’s store credit We do not compensate for lost wages Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture