Blue Ridge Travel

Good Afternoon Revdex.com- We have reviewed the account and agree with the customer that in this case the new delivery fee should be waived We apologize that the customer was inconvenienced in this way We have corrected the reselection credit to reflect 100% credit for the chair and no new delivery fee to be charged The team will remove this chair from the home when the new piece is delivered Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with us There are absolutely some coaching and retraining opportunities in this customer’s account I do see that we tried to follow up with her on 2/and 2/and she finally was able to speak with her on 2/19/ At this time I believe her issues have been addressed and we have offered the following compensation to her -gift cards for a total of $and a refund of her delivery fee issued as a corporate check (158.99), which was cut and mailed on 2/22/ Please let us know if this customer requires any further assistance, Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry for the miscommunication and delay this customer has dealt with We are showing that [redacted] has possession of the mechanism, it is on the truck today for delivery Tracking number is [redacted] Once the customer has received this we ask the customer to call in to schedule an installation Thank you for bringing this concern to our attention Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Morning Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with us Regretfully I am unable to locate any account information that matches this consumer’s complaint within our internal records The phone number provided brings up a sales order from that is under a completely different customer name out of [redacted] and we have received zero calls on this sales order in the last five years The name provided returns two accounts and I highly doubt they are for this customer as they were purchased out of [redacted] and [redacted] not the state of [redacted] The street address listed returns no customer records when searched for 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 invoice number is unavailable please ask if the customer can provide the original delivery address for this merchandise or any alternate phone numbers that may bring up their account records Based solely on what the customer has posted please see this link(s) via our website that depicts that rips/tears are covered under the terms issued by the Guardian company (not Bobs Discount Furniture) and from the occurrence of a one time accidental damage Link will show: [redacted] Q: What is the [redacted] Protection Plan? A: The [redacted] Protection Plan at Bob’s provides comprehensive coverage for many accidental stains, damages on leather, fabric and vinyl upholstered furniture, as well as wood and other hard surface furniture, that are the result of a specific incident of accidental damage In addition to years of coverage for accidental damages, [redacted] *lus also extends Bob's year guarantee against factory defects to years Link displays general [redacted] information for this plan (commonly given at the time of purchase): [redacted] I am certainly willing to research this customer’s concern further to ensure that fair and adequate resolutions are being provided once accurate account/ purchase information can be confirmed Thank You, Stephanie Bobs Discount Furniture Corporate Customer Care Liaison

Today I received a call from Bobs Customer Care, they apoligized for the inconvenience and they are going to send me all set of six chairs on August 7, The problem has been resolved Thank you to Revdex.com, I am satisfied and I really appreciate it.Best regarts, [redacted] ***

Complaint: [redacted] I am rejecting this response because:I am not satisfied with the responseThe sales person made it seem like everything under the son was covered by the warrantyIt makes no sense that rips would be excluded Sincerely, [redacted]

Complaint: I am rejecting this response because: Sincerely, [redacted] I don't accept the response and I will take further action outside of Revdex.com since we can't seem to get satisfaction hereI appreciate Tracy's time from your busy schedule but the fact that my credit score has gone down quite a few points and hinders me from accomplishing specific planned goals, I am negatively affected and the opportunity cost is a setback that will take time to rebuild

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 I have forwarded a copy of the invoice for the repair and am looking for resolution on this matter within business daysI expect payment for the cost of this repair within this period of time given the extreme negligence on their part to address this matter in a timely fashion Sincerely, [redacted] ***

Good Afternoon Revdex.com- We are very sorry that the customer is not completely satisfied with the [redacted] tables We do have throughout the store and located on our marble tables a fact sheet explaining that as the [redacted] are natural stone products there will be variations I have attached the fact sheet Even on our website MyBobs.com the pieces the customer purchased do not match exactly I have attached the photos from our website and the photos the team took in the home, as well We are not able to offer exchanges based on a preference in the shade of the stone If the pieces in the home do not match the photos I have posted, we ask the customer to post their own photos to the Revdex.com 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 on and at the time of purchase, the customer purchased the option of Goof Proof Plus This protection plan has two aspects Through Bob’s this customer is covered for a period of five years 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 other side of this plan is through a third party company, [redacted] [redacted] covers the merchandise damage resulting from a single accident 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 The customer called [redacted] in December and reported “cust states he had family over a few weeks ago and after everyone left he noticed multiple liquid rings on the table top” [redacted] was willing to review pictures to ascertain if it truly was damage from a single accident The pictures the customer sent were labeled by the customer Please note the comments the customer labeled the pictures with clearly state that this is not damage from a single accidentThe customer call [redacted] February The customer reported “cs that recliner stopped working yesterday, went to check it yesterday and it stopped working, offered hours, declined” The customer did not report any accident has caused damage to the recliner They were offered to hold the claim, to ask the family if anyone was aware of a specific incident to cause the damage, the customer refusedA Bob’s technician was sent out to inspect the piece He found the piece had become unpluggedKindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Dear Revdex.com, We are very sorry that the customer is not satisfied with our responsesWe did acknowledge the customer’s concern that the wrong mattress was sent We did apologize for that error Again, if the customer had told the agent that they received the wrong mattress; the entire concern would have been handled differently We have a policy in place for receiving the wrong merchandise; we have a policy in place for comfort concerns on a mattress The customer called in that the mattress was uncomfortable, so the agent followed those policy guidelines We will not be covering the difference on the mattress The customer made a choice to upgrade to a more expensive mattress We have compensated the customer for the error of having the wrong mattress delivered That is the only compensation we will be offering 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 delivery 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 address and address provided here and find no accounts or purchasesAs the customer mentioned that this was a gift, it maybe that the purchase was made under another nameCan 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 invoice number is unavailable please ask if the customer can provide the original delivery address for this merchandise or any alternate phone numbers that may bring up their account records We ask that the customer responds to us thru this Revdex.com channel so that your efforts in excellent mediation assistance are not wasted Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here

Good Afternoon Revdex.com- We are very sorry that we were not able to complete the delivery on the first attempt We do offer the dimensions both in the store and on line to try to eliminate this from occurring We understand how frustrating waiting for a delivery that can not be made can be Delivery teams do not get paid for a stop that they can not make; it is in no ones best interest to have a delivery that can not be completed We have a policy in place for a “NO FIT” call When the team encounters a delivery where they feel that they can not safely make the delivery, causing damage to neither the home nor the merchandise, they must make the attempt and take photos showing the attempt was made and why it could not be completed The team making the delivery attempt did take the photos of the attempt showing that they did in fact try to make the delivery The photos clearly indicate the piece would not fit The customer has reselected to a split foundation This is not a stock item, it must be special ordered We would not offer compensation of a discount on merchandise where there was no Bob’s failure The team did make the attempt, as evident by the photo attached Removing old bedding is offered as a courtesy only There are instances where the team is not able to offer this service Once delivery is completed the customer can call in and request an account review for compensation This compensation is offered as a token of apology and is offered as a Bob’s Gift Card only We do wait until the delivery has been completed successfully before offering compensation so that we can see the entire order from start to delivery Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Morning Revdex.com- We are really sorry for the miscommunication concerning the call ahead We do not offer a call ahead on the first stop of the day Unfortunately there is no one in the depot that early to make those calls That should have been explained to you when the call ahead was set up The actions of the driver are indefensible I am very sorry for his conduct We do not expect that our drivers will be rude or discourteous to our customers We have established the delivery team will be returning to complete this delivery later today Kindest Regards, Tracy S Corporate Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com- We are sincerely sorry for any miscommunication to misunderstanding We are not sure is there is an unanswered question Bob’s is responsible for addressing manufacturing defects The tech that inspected the pieces found damage that was not a result of a manufacturing defect We would not be able to offer any other resolution Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Morning Revdex.com, This customer reported these concerns thru an alternate social media channel as well and as of the desired settlement was reached thru our Customer Care Department Pick up of the merchandise is scheduled to occur on and we consider this complaint closed from our end at this time

Good Afternoon Revdex.com- I sincerely apologize for the inconvenience this has caused our customer I was able to see the notes from the delivery team that this mattress was heavily soiled We do not encourage our teams to pick up merchandise that is in that condition as we would not want to contaminate the new merchandise that is on the truck I can imagine that no customer would want to look at their brand new merchandise on the truck and see a soiled mattress leaning against it We can also not expect the teams to move or touch merchandise in this condition If the team was rude or did not conduct themselves in a professional way in the home we are sincerely sorry for that That is not the way we expect our teams to act in a customer’s home I see we have set this customer up for a courtesy reselection on the foundations Once that delivery is completed and the customer is happy with everything in the home, we can offer to have you call in and request an account review We would be able to offer compensation for the team’s behavior in the home Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry that the customer is not happy with their purchase There is no defect, no design flaw The pieces have pillows that are not attached That is the design of the set that the customer chose We understand that the piece may no longer fit their needs; this makes it a preference concern We cannot offer the customer resolution on merchandise that is not defective, simply because after years of use, it no longer is the best fit for their needs Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Morning Mr [redacted] ,I have researched your account, all supporting documentation and been in constant communication with the supervisor of our Corporate Accounting departmentI have been assured that the refund in the amount of $was processed and released to your [redacted] card on April 29, 2015; it can take up to one full billing cycle for the credit to post to your account however, it expect that it will be much sooner I have yet to receive an explanation for the delay and/or handling of your credit however, I have extend my sincerest apologies to you for the inconvenience and service you have received along the way.Our records indicate that we issued a $gift card on April 24, 2015, as a token of our appreciation for patience and businessIn the event you do not receive the refund by your June billing statement, please contact our customer care center.Thanks [redacted] **

Complaint: [redacted] Please send me a full refund at once!I am rejecting this response because The Table and Six Chairs came DamagedI made a complain with the covered warranty periodThat is individually and with [redacted] I also never received a Protection Plan Booklet.I will be forced to go to the media/court to inform the public about my horrible experiences and to display the picture (date stamped) and witnesses to the inferior/faulty products I was sold by Bobs Discount FurnitureI am a disabled individual, who is on a limited incomeI can't afford to lose that money.I am not going to let this cause me monetary loss because of their refusal to replace faulty/inferior products sold to meI was also sold a protection plan that uses it representatives to twists my words so that they will not cover the damaged productsI have never received a call or a message from them on the dates providedClearly, three is there is a faulty informationWhy would you call me a year later to discuss glass inserts you sent a year ago.Furthermore, I would prefer email communication, that would provide proof for both partiesThey record conversations, I sure they have recording of the times I called in.Thanking you in advance! Sincerely, [redacted]