Blue Ridge Travel

Good Morning BBB, 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 August 2014. At the time the sale was created the customer was offered the options of purchasing [redacted] ***... ***. This would have extended the manufacturing warranty from 1 year to 5 years. This customer did not accept this option. The merchandise delivered in August and September of 2014 came with a one year warranty against manufacturing defects. That warranty expired over a year ago. We offered the customer a courtesy service to try to fix the issue. That service technician was able to add a screw in an effort to fix the issue. We are very sorry that this was not a permanent fix for the customer. We are also sorry for the miscommunication on the rails. We did have a vendor recall for bunk bed rails. I am sorry that the agent confused the articles. We would not be able to offer to cover the price of the rails as this is outside the warranty and the customer did not purchase the [redacted] to cover the merchandise for an extended period. We will offer as a courtesy a Bob’s Gift card as a token of our apologies. We are will to offer this customer a $75 ECard, to be mailed to the email address on this complaint, once the customer accepts this offer. Kindest Regards, Tracy Sanborn Bobs Discount Furniture, Corporate Customer Care Liaison

Good Afternoon Revdex.com- We apologize that we were not able to complete the delivery successfully for this customer We agree that only having the piece in the home a couple of days would not constitute charging the customer a delivery fee We have processed the paperwork necessary to refund, please call the store with the original credit card used (Disc ending in1968) to have the money refunded to the card In [redacted] delivery fees are not subject to tax, so the amount is $ Refund [redacted] Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Complaint: [redacted] This is a very costly resolution to myselfI would have to replace everything still at 20% would still cost over $plus the $delivery fee plus the time, effort and day off to receive new merchandiseI counter with the courtesy refund for my inconvenience, new knobs, a discounted night stand which I can purchase at the store and remove so the delivery charge not an issueI also would like the damage to the dresser fixed free of chargeIt is insulting to say no damage report was reportedI sent pictures directly to the representative which she verified and then flippantly deniedI have put hours of phone calls and every time I later am told I never reported anything It has almost been a year and I was told the dresser falling on my little girl was turned over to the insurance company and I would be hearing from themI still have not and believe now this was a lie to brush me offI was going to come back and order the pink diamond chair and purple or pink girls lampshade to complete the set but at this point I am so leary of purchasing anything more Sincerely, [redacted]

Good Afternoon Revdex.com- We are very sorry if there was any misunderstanding This purchase was done through the [redacted] company, not through Bob’s [redacted] is responsible for discussing the details of the purchase and financing program Bob’s employees are only able to assist with the merchandise side We do see that the customer has chosen to cancel the order We are very sorry that the customer was dissatisfied Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon BBB- We are sincerely sorry for any miscommunication that occurred. The error was corrected and the customer did receive the credit for the Goof Proof plan as the damage was reported within the first year. We are very sorry for the confusion on our part. Sincerely,... Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Dear Revdex.com, We are unclear on this customer’s response We certainly can offer compensation in the form of a Bob’s gift card We are scheduled to complete the exchange on When this is completed we encourage the customer to call in for an account review Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good *fternoon BBB, I have just finished leaving this customer [redacted] voicemail with my direct information. We certainly don’t want the customer to experience *ny failures in communication with us or have to call back multiple times *s they *ssert they have been getting disconnected from our Customer Care *gents. Just *s [redacted] back up, in the event there is *ny issue with the customer getting my voicemail –please pass on my direct number *s ###-###-####. Thank You, Stephanie *. G [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

Good Afternoon Revdex.com- We are very sorry for the delay in processing The team did not note the pieces were picked up, the paperwork was submitted for only a partial pickup completed We have released the refund to [redacted] for $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 their response Since I purchased the furnitures in April 1, I've been experiencing problems with them I've been calling and calling and no one seems to care to help me There's a reason why I purchased insurance is because I knew that accidents can happen But if it didn't happened why all this back in forth I want my money back and I don't ever want to hear from Bob's furniture I want to solve this problem [redacted] can't solved the problem because they told me that is not accidental, and Bob's furniture is telling me that is not a manufacture defect so what do they want me to do loose my money no way I want a solution because I worked to hard for my money They are robbing me and I don't think that's justice They are not being professional cause no one wants to help me Please this situation is causing me to have lots of stress and I'm already a sick person I have [redacted] I know it's no one business but I won't you people to hear my cry and help me I want my money back since August to now they are giving me problem It's not fair to rob people God Bless you! I disagree with their response and I want a solution Sincerely, [redacted]

Good Afternoon Revdex.com- We are very sorry that the customer does not agree with our response The delivery company did try to reach the customer via the telephone number on the account and email The customer did not respond The pieces were set up for exchange They are waiting for the customer to call and schedule the exchange Sincerely,Tracy S [redacted] Corporate LiaisonBob’s Discount Furniture Tell us why here

Good Morning Revdex.com, Please pass on our apologies for the processing error that has caused our customer to experience such a tremendous amount of failure from usThe customer’s merchandise was purchased in therefore the item is out of warranty with us directly however the customer is completely accurate in stating that they were approved for two (2) seat replacements and not just one (1) I was able to locate the original documentation that indicates the initial order was intended to be for two seat casings and I truly apologize to our customer that they have been met with any hassle in seeking their second seat I am unable to order the casing and core separately as the vendor only offers the two parts as oneI have placed the order for the additional seat casing/core for our customer (Service order number: [redacted] ) and the current anticipated arrival time is late May of Kindest Regards, Stephanie [redacted] G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com, I spoke with this customer via telephone today (7.16.2015) and discussed the concern along with the available options we have for resolution I have also emailed the customer directly so that she has my correct email address to back in touch with me directlyAt this time she is accepting of the options for resolution and has communicated to me that she would just like some time to think them overPlease see email communication copy (below): From: [redacted] Sent: Thursday, July 16, 11:AM To: [redacted] Subject: In response to your concern :Revdex.com Claim: [redacted] /Customer No: [redacted] Hi [redacted] , This is [redacted] from Bobs Discount Furniture, reaching out to you so that you have my correct email address As discussed I expect that the part order should be arriving to you by the end of this month and I’m so sorry it’s taken so long to get to you, we will be happy to issue you a $Bobs Discount Furniture if you are able to wait for the part to arrive and have it installed If you’d like to cancel the part order we can offer to exchange the merchandise for you instead Thank You, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

Good Afternoon Revdex.com- I certainly agree that this customer should not have to pay a new delivery fee Because it was believed it would be an even exchange the delivery fee and [redacted] insurance would have just carried over from the original The agent that created the paperwork for the re selection did not carefully think through the process, so again we are offering an apology to this customer It was handled poorly and what should have been a simple and seamless process instead caused the customer more stress I see that the new delivery is set up for Saturday 2/13/ I will not be back in the office until Tuesday The customer can either call on Saturday after the delivery is completed, with her credit card, to have the refund put back onto her credit card ending in or I will call her on Tuesday to process that refund Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

Good Afternoon Revdex.com, I am truly sorry that the care I had hoped to communicate via our first response could not be accredited by our customer We are clearly offering recourse for the damaged materials so I believe our response may have been misperceived all togetherI communicate again that as a business we take responsibility for the failures and have made exceptions in an effort to honor our customer’s demand for an individual assessment The fact remains that no amount of money is going to make the overall poor experience endured OK however as a retailer we most certainly want to offer a token of our apologyAs a retailer that believes in fair business practices for all consumers alike we are unable to provide an apology offer based off of any individual’s timeWe clearly failed to render the delivery experience expected therefore it is reasonable and fair to return the associated fees for this service I do hope our customer can understand that this concern is still in process and open, there has yet to be a report or pictures provided in reference to the “damaged materials” After this information is received we will have further offer(s) for our customer to review in regards to a monetary return Sincerely, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are sincerely sorry for the delay and lack of follow through on this concern The customer had previously reached out to us directly and we have ensured the successful delivery of the part We thank the Revdex.com for bringing this to our attention We are sorry the customer experienced such a delay Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Morning Revdex.com, I have personally contacted [redacted] today (7.21.2015) and sincerely apologized for the mistake in our advertising as well as the lack of care he received at our store level when initially reporting this to usWe are very embarrassed about this error and I have thanked [redacted] for bringing this to our direct attention We have pulled the current sales floor line up sheets from all of our retail locations and begun making the necessary corrections to our communicationsWe have made this error right by refunding our customer a fair percentage off the purchase price paid for this particular model loveseatAs discussed with our customer, the active warranty protection will remain active for its original five year term We expect our customer to receive the refund check in no more than business days and the customer has been provided with my direct telephone number should any follow up to this concern be needed Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com- Due to the nature of this complaint, we have reached out to our Accounting department to ensure the credit was properly released as it appears it was We are very sorry for the delay in having this rectified Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

These are two documents to back up my claims In the initial walkthrough from 1-29-2013, you will see that the carpet is listed as a no fault item and remarks are written in that it is worn and stain Their rep Brad H [redacted] wrote thisOn the exit walkthrough from 12-30-the same person Brad, also wrote down that the carpet was a no fault item again Both of these items match So how can I be charged to clean the carpet? We cleaned it with a shampoo machine the best we could It was too worn and dirty when we moved in just as the original walkthrough stated Also, on the exit walkthrough from 12-30-2015, no mention is made of the missing mailbox We did not have a mailbox when we moved in We were told that Autumnwood does not cover mailboxes or garage door openers So how can I be charged for a mailbox that I bought myself? The lease also stated that I must remove any items that I added when I move outSo I removed the mailbox so as to not violate the lease The exit interview that was written on 12-30-was also the day that I turned in the keys I was not responsible for any billing after this date from utilities Brian K [redacted] at Autumnwood ashured me of this

Good Afternoon BBB- We are very sorry for the damages the customer found. The customer chose not to pay for delivery. Had the customer initially purchased the delivery option, they would have been able to review the merchandise before signing that they accepted it. The exchange... of the merchandise would not have cost any additional fees. The customer chose to pick up. They signed without inspecting the merchandise. The pickup location does not deny the customer’s right to inspect, they will not open the packages themselves however to prevent them accidentally causing damage. The customer reported the damages to us. They were approved to exchange the items. They were given the choice of bringing the merchandise back to the pickup location or paying for the delivery fee. The exchange has been completed and the new merchandise has no reported concerns. We are very sorry that this required two delivery attempts. Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Afternoon Revdex.com- Please see the attached pictures (pages) that we have included for your review on this claim These pictures were taken by our technician who visited the home on and explicitly show the lack of care that this merchandise has sufferedWhile we apologize that our customer is unhappy with the product we are unable to offer resolution when the overall condition and cause of the product’s demise is directly related to the accumulated abuse the item has received in its environment I truly wish I could offer this customer recourse for her concerns however the pictures speak to the reasons why this merchandise is in such bad shapeThe reasons for this merchandise’s current state are not related to factory defects or a fault of our business We apologize to our customer that we are unable to take responsibility for damages that are caused completely outside of our control This customer did submit a claim with [redacted] as well They reported to [redacted] that the damages occurred about months previously and that she had no idea how or why This would not be covered under the [redacted] plan as all reports must be called in within thirty days with a clear indication of the accident that occurred causing the damage Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison