Blue Ridge Travel

Good Afternoon ***, Thank you for sending these photos thru and I apologize that my response seems to have deeply offended youThe information that I communicated to you regarding soiling and staining was communicated to us by the technician who visited your home and not just a statement I came up with out of nerveI thank you for providing evidence to showcase the obvious coaching concern we have with our associate and assure you that this concern will be addressed appropriately I asked you for these photos to ensure your claim is being reviewed in the fairest manner possible, I truly believe this is an action that shows how much we do care for you as we wanted to make sure your side of this service report was properly heard Regretfully I am unable to undo what has been done however I certainly do want to help you move forward as best I canYou are demanding assistance from Bobs Discount Furniture directly when the protection plan on your merchandise is active through a separate company all togetherBecause Bobs does care so deeply about you and your concern we have outlined a courtesy option below for resolutionPlease review the below offer and respond to us via this mediation channel Option for resolution: We will provide you with 75% store credit based on the price paid to us for the sofa and loveseat This store credit will allow you to reselect to a different set that may fit your needs and longevity expectations better Once you have visited a showroom to make your reselection (within the next two months) we will expect to remove the current sofa and loveseat you have in your possession on the same date we deliver the new selection As an additional apology for your frustration communicated, we will also cover the cost of any delivery fee associated with the newly selected merchandise (that is approxan additional $100.00-$savings credit for you) should you accept this courtesy offer for resolution I look forward to hearing back from you and apologize that you have spent any of your valuable time on solving your furniture concerns Kindest Regards, Stephanie AG Bobs Discount Furniture Customer Care Corporate Liaison

Good Morning Revdex.com, We are sincerely sorry that this customer is experiencing issues with the merchandise that they purchased from Bob’s I see the purchase was made in October Our policy is clearly stated on page of every customer’s sales order This is signed at the point of purchase In case this customer no longer has the sales order I have copied it here It does clearly state: We guarantee that our new products will be free from factory defects for one year from date of delivery or pickupOur mattresses and motion furniture may carry additional factory guaranteesYou must report any factory defects to our Customer Care team within one (1) year of possession, and a Customer Care representative will schedule one of our Service Technicians to inspect the item and service it to factory standards at no cost to youIf the Service Technician determines that the factory defect is not serviceable, we will replace the affected item, one timeIf the item is no longer available, you may reselect to other merchandise or we will refund the purchase priceIn the event of a reselection we will charge or credit you for any price difference between the original and the re-selected itemMerchandise purchased from our “Outlet” or Clearance Centers that is not brand new/factory fresh is excluded from these factory defect guaranteeswear and tear or customer-caused problems are also excludedService can only be provided within our serviceable area to the original purchaser as stated on your sales receipt There are two sentences in the above paragraph that will directly apply, if there is a possible defect, we will schedule a technician to come to the home to report on the merchandise and service it if possible The last line Service can only be provided within our serviceable area is the other that applies We have offered this customer a discount of 30% in the form of a refund back to method of payment In moving outside our service area, this customer has eliminated the possibility for a technician to inspect the pieces; this customer has voided the warranty We have no way to inspect the pieces to see if there is a manufacturing defect or the pieces were damaged in another way If the customer would like to accept the 30% concession to keep as a refund back to [redacted] they can call into customer care and have it processed This is the only offer we are able to make Kindest Regards, Tracy S [redacted] Bobs Discount Furniture, Corporate Customer Care Liaison

Good Afternoon Revdex.com- We are sincerely sorry for this failure We do see that the wrong dresser was referenced as needing of a part The wrong part was ordered and delivered As a result of this error, the customer was set up for a return authorization for the dresser The correct part for the correct dresser is available I have ordered it in case the customer choses that optionAt this time, we have a couple of options available to the customer The pieces are completely outside of manufacturing warranty as this issue was reported days prior to the warranty expiring, we will honor the office for the return of the dresser, only As the other pieces have no concerns, we would not be able to include them in our offer If the customer would like to wait for the part to be delivered that will rectify the concern, we would offer a concession to keep on this piece That would allow the customer to keep the matching set, the customer would receive compensation for the aggravation of the drawers rubbing on this piece that is still usable If this customer would like to explore that option further, we will document the account with what we are able to offer Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com- We are very sorry that the customer is having difficulties using the [redacted] *** I was able to review the claims that the customer has submitted The claim that was placed did not qualify as it was not an accident The coverage is for damage caused through a single accident Placing a decorative piece, on the table that caused damage to the finish, is not an accident This does not imply the customer meant to damage the table An accident is an incident that can not be prevented from occurring (Example- someone becoming sick, someone falling into a piece, etc.) Placing a “decorative piece” on the table without taking necessary precautions to protect the finish is not an accident Offering this customer a service would only waste this customer’s time as table tops can not be repaired even by our excellent technicians We are not able to offer any resolution to this customer Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Morning Revdex.com, We thank our customer for their response and continue to convey how sorry we are for the unnecessary frustration our customer experienced overallIt was never our intention to cause our customer any concern and in realizing that we have failed our customer in several ways we have initiated an offer already above and beyond the structure we have in place for apologizingAs a business the responsibility owed to our customer has been satisfied and any additional apology we are able to provide is decided solely at our business’s discretion As indicated previously as a fair business operating to provide transparency and fairness to all customers’ alike apology amounts cannot be offered based off of one individual’s time We have made two offers below that include upgrades to the original offer of delivery fee refund Option #1: Delivery Fee refund (previously accepted) and an additional refund of the special order fee ($39.99) associated with the color choice selected -Or- Option #2: Delivery Fee refund (previously accepted) and a Bobs Discount Furniture gift card in the amount of $ We look forward to hearing back from our customer and moving forward with an avenue of settlement Thank You, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Morning Revdex.com, We are sincerely sorry that this customer is not completely satisfied with the merchandise that they purchased from Bob’s I see the purchase was made in September At the time the sale was created the customer reviewed our return policy; it is located on every sales order, reviewed and signed at time of purchase We are not able to offer return or reselection for preference Once merchandise is delivered into the home and the customer has signed accepting it, it becomes the customer’s property and we are not able to offer any credit towards new merchandise We had the technician to the home in October The tech inspected the sofa and found that it was normal, no defects or concerns This sofa is designed this way The slightly inclined head does not hinder the use of the sleeper It is designed to be this way; it enables the sofa seats to sit flat when closed We are very sorry, we do not offer returns or reselections based on a customer’s preference Kindest Regards, Tracy S [redacted] Bobs Discount Furniture, Corporate Customer Care Liaison Tell us why here

Good Afternoon Revdex.com- We are very sorry that the depot denied the damage If the customer would please forward photos and an estimate to Bob’s through the Revdex.com we will review this claim We understand the customer may have sent these items to the depot already, we do not have access to those records We have requested that they reopen this claim If they have reached out to the customer already to process the claim, then the customer can continue with that path If they have not reached out, please forward the required paperwork through the Revdex.com mediation site for review Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com- We are very sorry that this was a source of stress and frustration for the customer I have reviewed all the information on the account and listened to the call between Justin, the customer and the agent, when the tech called in his report The agent did agree to set up the entire bed for a reselection credit as a courtesy, the customer did not agree to have the defective piece replaced The agent should have clearly stated that the mattress was included in the credit The store should have advised the customer that the mattress was included on the reselection credit, when the customer did not choose a new mattress with the credit While the customer experience with the delivery team was stressful, the team was not at fault They are required to pick up everything on their return orders, before completing the delivery, or they will be charged for it, in this case, $for the mattress We have reviewed the account and we agree that the compensation that was offered is fair compensation for the two errors of omission that occurred The $has been applied to the account and is available for the customer to use Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Complaint: [redacted] I am rejecting this response because:Bob's should have sent us the full amount in a check of $and not a partial paymentWhen we called the Bobs in [redacted] inquiring where the rest of the payment was, the store managers told us that we needed to contact [redacted] for the rest of the money, that they had nothing to do with itI refuse to wait days for a check from Bob's to make the "payment" to [redacted] that is due shortlyI am not taking my own money to make a payment to [redacted] when Bobs should directly send them the check to cover this "over credit," as this was a mistake on their endChristmas was last week, we cannot afford to send $to [redacted] to make a payment that was a Bobs mistake and then wait over two weeks to be reimbursedThis claim is not closed on their end as far as they are concerned because this was their mistake and not ours to correctThe furniture was all rejected in the first week of September and we are now in the first week of January still dealing with thisI will not jeopardize our credit score because Bob's feels that their job is done and we shouldn't have cashed a check from [redacted] ***, that we were told to request from themThe store managers completely messed up this entire transaction and this situation is still being put in our lapWe work full time jobs and do not have time for this sort of nonsense Sincerely, [redacted] **

Good Afternoon Revdex.com- We are very sorry for the delay in having this concern rectified A second tech was sent out and was able to reattach the brace that secures the arm We ask that the customer replies if there are further concerns with the set Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Morning Revdex.com, Please pass on our sincerest apologies for any disappointment our customer is experiencing with their furniture and its wear patternWe are in no way being dishonest and there are plenty of channels with public information available to support the fact that neither a retailer nor a manufacturer in a scenario like this typically offers recourseThe customer’s merchandise is 100% leather and any occurrence of fading or peeling is not covered under the manufacturing warranty as it stems from the environment and usage the item is receivingI.E – if the humidity of a person’s residence is low the leather (being that it is a natural hide) can and will dry out, crack, split, or even begin to peel There are several other instances of examples for environmental usage that can and do cause a true leather product to show early signs of wear and tear Please do not assume that I am implying that with certainty I am aware of one of these examples being the direct contributor to damage with this one individual however, it is reasonable and appropriate for our business to consider all possible scenarios when determining what courtesy offer outside of the warranty may be possible for this situation Should the customer wish to provide the information of who they assert they spoke with ‘as the manufacturer’ for this product I’d certainly be willing to research their statement to its fullest extentTo the best of my knowledge the manufacturers (who are commonly overseas) do not speak with consumers directly and it certainly poses a serious concern for our company if one of our vendors is implying that we are being untruthful to our customer As a one time extreme courtesy we will make the offer listed below, should the customer wish to move forward with this offer they may respond again to this Revdex.com channel as ‘Satisfied’ and we will have our retail location reach out to them shortly after to ensure they are aware of their store credit being active Courtesy Offer: If the customer would like to reselect to a different set we will provide a credit (store credit) of 70%This 70% will be based off of the original cost paid for the loveseat, sofa, and chair (70% = $1,693.30)In the interest of fairness we would ask that if the customer wants the new furniture they select to be delivered they cover the cost of that service as delivering the merchandise has always been a charge we maintain separate from the cost of our merchandiseAs an additional courtesy we will offer to include ½ the cost paid to us from the [redacted] ***(1/=$125.00) in the customer’s store credit offerWe will expect to remove the current loveseat, sofa, and chair the customer has in the home before or on the same day the newly selected item is delivered

Good Morning Revdex.com, Our service policy (listed on the sales invoice) states “Service can only be provided within our serviceable area to the original purchaser as stated on your sales receipt”I do not believe that we failed this customer as our sales people, sales managers, and store managers continually make every attempt to sell the Goof Proof Plus Plan where it can be determined as applicableIf the customer disclosed to our retail location in any manner that the residence this merchandise was being purchased for was going to be used for rental purposes –I.Esomeone else besides the purchaser would be the primary user of this product at the associated delivery address- then our retail location acted appropriately by not having our customer pay additional money out of pocket when a claim for damage may be denied in the futureAgain I assure you that our retail location considers the absence of the protection plan as a severe loss on this sale and would not have entered the comments previously posted unless they were given an appropriate reason to The customer’s indication that compensation and warranty coverage are one in the same is perplexing: Compensation is something that is awarded to someone that has suffered inconveniences as a result of our failures Once our failures are made right and we are certain that our customer will not experience any further inconvenience it is then an appropriate discussion to have The Bobs warranty covers factory defects for a period of one year to the original purchaser within our serviceable area We are working to the best of our ability to make the concern with the chest rightThe other ten (+) plus items that were delivered to this customer in October have no report of concern or defectOur policy provided at the time of sale (commonly signed by the customer) is overtly clear regarding our refunds and cancelation policy Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Revdex.com: I made my contract and purchased my furniture through bob store the finance was made through [redacted] the information of me being charged for the promotion the information should have came from bob store not [redacted] *** 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 Afternoon Revdex.com- We are very sorry that this customer feels that there is reason for concern The delivery was made on We had service techs to the home on and for this set The odor the customer is complaining of was not addressed with either tech, it was not included in the service request, it was not noted by the techs and the customer did not report it after the service The odor concern was not called into customer care until the call of This concern was after the one year warranty expired All of our products pass regulations required to be sold in the United States Unfortunately, it is very likely that while the set was stored in the garage for months, it was exposed to mold or mildew We are very sorry, this concern was not reported to us prior to the expiration of the manufacturing warranty Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Morning Revdex.com, We certainly apologize that this has been an ongoing issue for this customer With a current fraud investigation being conducted, we are not able to offer any recourse until the outcome has been determined by the bank and law enforcement We issued a check, mailed it to the customer’s home address, and the check was cashed, we have no way of knowing who took the check to the bank and cashed it Until the bank and law enforcement release the results to us we can not offer to issue another check Kindest Regards, Tracy S [redacted] Bobs Discount Furniture, Corporate Customer Care Liaison

Good Morning Revdex.com, We are very sorry that this customer was inconvenienced in this way We do see that the store did call her to advise the piece was unavailable before the initial delivery on at 1:the store called her but the voicemail was full and they were unable to leave that message We believe that there should have been a second attempt to reach her, we are very sorry that there was not Again the store called on at 11:to advise the ATP had changed and it was pushed back, again they were not able to leave a message as the voicemail was full We certainly understand why the customer is so frustrated and is seeking compensation I am willing to offer this customer a refund to the [redacted] account $ This customer can keep the store credit for the $that has already been put on her account and is available for immediate use If you wish to accept this final offer of compensation please reply to the Revdex.com mediation site that you accept and I will create the credit and email you a copy of the $refund to [redacted] Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

Good Afternoon Revdex.com, We are very sorry that this customer feels they were taken advantage of It is a program that allows someone with no other means to have new furniture delivered We do expect a customer will do their research before entering into such an agreement The option that [redacted] offers is not offered free of charge [redacted] is a business and what they sell is the ability to finance If there are any issues with the product we certainly hope the customer will let us know Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Complaint: [redacted] I am rejecting this response because:It does not satisfy my displeasureI will wait for replacement and if that is again faulty I will request further action at that time Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Bob's Furniture delivered a defective love seat I resting knob was missing, therefore causing the bolts to directly sit on the floor and rip it I have turned this matter over to my attorney and he will handle it from here Bob's Furniture isn't going to sit back and simply blame someone else Bob's furniture is defective, Bob's furniture should pay the price The delivery people push a defective love seat back and tear my newly put down flooring, the delivery company is also responsible I am tired of being to one who makes all the effort to call, fax, visit the store, text, etc To no satisfaction Bob's just thinks I'm going to go away Bottom line: I didn't have a torn floor before delivery of a defective sofa but I had one when the delivery people left I will see you in court Sincerely, [redacted] ***

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 will be working with Jamie to rectify the situation and reach a satisfactory outcomeThe reselection is in the system 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 Tell us why here