Blue Ridge Travel

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 had spoken with Bob's and with the goof proof as wellThey explicitly told me that goof proof wouldn't cover this break and that it wasn't a manufacturing defectI was on the phone over hours arguing this issueAt the time they kept on saying they wouldn't do anything about the couchI filed this complaint and the next day they call my husband's number and say that a replacement is scheduled for MondayThey don't give any explanation or apologize for the inconvenience or say what made them all of a sudden approve the replacementThe replacement was delivered today and when I asked the delivery guys about the details, they didn't know eitherI'd like to know how after a long few hours of repeatedly saying no to me, they now have a replacement scheduledI really feel this is because I reached out to you Sincerely, [redacted]

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their purchase experience with us I see that this customer has already spoken with my colleague and it appears the customer will be working with Rowan to rectify the situation and reach a satisfactory outcome We do want to advise that the sales order that the customer signed at point of purchase does clearly state that we can provide service under the warranty while the merchandise is in the service area Moving the merchandise outside of service are does nullify the manufacturing warranty The damages reported are not manufacturing defects Scratches, dents and scuffs are what we would define as delivery or installation damages As this customer picked up the merchandise and transported it over a thousand miles, we would not be able to take responsibility for these damages Under these circumstances the offer that Rowan made is very generous and outside of policy This offer was made as a courtesy to try to make this right for this customer Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com, Please pass on our sincerest apologies to the customer for the concern they have existingThe 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 I can confidently state that this type of agreement is commonly reviewed with an [redacted] Representative and signed with an employee from that company directlyWe 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] Company directly We delivered this merchandise on we have made one attempt at exchange on From the first call this customer made that have requested compensation as a large refundWe have explained that due to this being an [redacted] order the only option for compensation we have is a Bob’s Gift Card If this customer would like to explore other options they must do so with [redacted] only Kindest Regards, Tracy [redacted] S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Morning Revdex.com, We agree with customer that in this case a refund for the twin beds is appropriate The paperwork has been created to process that request Please reply to Revdex.com that this is accepted and call the store with original method of payment [redacted] *** Please call ###-###-####, when you hear Bob start talking hit When the office answers tell them you have credit # [redacted] and you need to have your credit card number entered You can stop by the store with the card as well If you no longer have this card in use, please go to any Bob’s store with a photo ID and an alternate credit card We apologize that this was not already taken care of Kindest Regards, Tracy Sa [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

Complaint: [redacted] I am rejecting this response because: I hold firm to my statements in my original complaint and subsequent response$does not begin to fulfill my belief that the entire set should be removed from my home and that I be fully reimbursed or that at least the mattress should be replaced by a reasonably durable and functional oneThe advertising for "Mismatched" mattresses and foundations online on Bob's Discount Furniture's site is and misleading Sincerely, [redacted]

Good Afternoon Revdex.com- This customer signed a document at time of pickup stating the pieces were accepted without damages The customer did not report any damages to us until the pieces had been transported over miles The damages reported are: 1.“Number Walnut Table Top” one of the table leaves is chipped2.“Number Walnut Server” the bottom left cabinet door is scratched3.“Number Curio” the front glass piece is heavily scratched These are not manufacturing defects There is no possible way to tell what point of the journey the pieces were damaged If our team had made the delivery and assembled the merchandise then Bob’s would accept complete responsibility for the reported damages Bob’s did not transport the merchandise miles and Bob’s did not assemble the merchandise We certainly hope that this customer can accept one of the resolutions that were offered by our colleague Rowan As only the server door is available as a part, we can offer to replace the door on the server if the customer will accept alternate resolution on the other pieces Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Complaint: [redacted] I am rejecting this response because: there are multiple reports on Bob's website if similar experiences with this setI have at least one friend who has had similar issues with their set and with Bob's as a wholeThey delivered a new coffee table to them rather than all of these service callsThe service call to repair was had and repair man said it needed a new legBob's refused to give a new legThey then requested another service call where we would have to be home for hour window this would be 4th time! I requested to bring table to Bobs and get new one I do not want abother poorly manufactured set of furniture so returning this for a new set is unacceptableI can provide commentary from social media regarding this set if necessary Sincerely, [redacted]

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their service technician experience with us I see that this customer has already spoken with my colleague and it appears the customer will be working closely with *** to rectify the situation and reach a satisfactory outcome This customer has an exchange scheduled for 4/27/ 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

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 Please make sure refund is processed in a timely manner I paid $1,upfrontI will be looking forward to a call todayThanks in advance Sincerely, [redacted]

Good Afternoon Revdex.com- We are sorry that this customer feels she can not accept this offer As my final offer to try to make this right for the customer I will offer a courtesy part order for knobs, so that the customer may have spares We will still offer the 20% concession to keep the pieces this would be ($209.60) The only damage that I could find for the dresser was a photo review that it was determined that there is a non-manufacturing stain, believed to be a spill As this is not a manufacturing defect, we would not be able to extend an offer to fix this Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

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 reported to us that her 100% top grain leather sofa was peeling We would not send a technician to the home for this, as this is a concern that is unrepairable !00% leather only peels or flakes if it is not properly conditioned On a recorded call with an escalation agent the customer admitted she did not condition the leather We are very sorry, as a business, we would expect a customer to that has purchased an expensive piece such as a genuine leather sofa to learn the proper care If properly cared for leather can last or more years We have attached the proper care of leather furniture and the GPP flyer for reference Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon Revdex.com- We are very sorry that we were not able to complete the delivery when the customer wanted The customer requested that we cancel the original scheduled delivery for due to a change in the closing of the house The customer requested the add on being requested for Saturday Due to the size of this order, we were not able to accommodate the add on We also attempted to add the delivery back on for Friday, the opening left by the cancelation had already been filled by other deliveries There were no trucks available in the customer’s area that were not already both routed to the maximum hours and full with merchandise We did offer the customer a split delivery so that they had bedding to sleep on This is not something that we normally offer We were able to deliver the bedding on and the rest of the merchandise on The agents did not lie to the customer They canceled the delivery per the customer’s request The agents did attempt to have the delivery added on for the dates the customer requested Unfortunately this does happen with closingsSincerely, 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 ID [redacted] , and find that this resolution is satisfactory to me I do sincerely hope the manager Pedro is reprimanded for his poor customer service skillsPedro blatantly lied when he told me he worked in the corporate office and there was no one who could help meAfter calling to schedule the return I spoke to a representative who confirmed they are not located in headquartersI cannot understand how someone such as Pedro is given a management position at a large corporationHe was rude, arrogant, and unprofessionalBut worst of all he was a deceiving liarI can only hope that Bob's Discount Furniture understands how bad seeds like Pedro tarnish the companies reputationThe could have made a life long customer out of me as I am a very loyal customerI purchased my entire living room from Bob's Furniture and I even had my brother furnish his entire apartment with Bob's furnitureI was really looking forward to staying a Bob's Furniture customer as we are planning to purchase a house soonAfter the horrendous experience I've had and the ridiculous customer service I received from Pedro I can't ever imagine myself giving this company another chanceIt is people like Pedro who speak to customers when things go wrong and sadly he's just not equipped for that social interactionI very much appreciate the professional and courteous response I received from the corporate office and it's a shame that same professionalism wasn't taught to representatives and managers at the call centerI would much rather pay double for all my furniture than to have to deal with people like PedroIt's truly amazing how one person can have such a huge effect on a companies prospectsNot only did Pedro cause Bob's Furniture to lose me as a customer but he also caused Bob's to lose all the referrals and potential referrals I recommended and would have recommended to Bob'sHopefully this is a learning experience for Bob's Furniture and I do hope for their sake that Pedro is removed from management as he can cause Bob's to lose much more customers Sincerely, [redacted]

Good Afternoon ***, I don't blame you for being very upset with us and on behalf of Bobs Discount Furniture I extend my sincerest apologies I know and acknowledge how unpleasant this entire ordeal has been for you and while I know this is your Bobs experience I assure you that we would not be continuing to grow if all our customers were met with so much disappointment during such an important purchase Your comments regarding the service you received by our team are very important and concerning to usYou deserve only the best service, especially when you visit Bobs and I apologize again that we let you down Our records further indicate that your order was canceled on 5/16/ The refund was sent over to [redacted] on 5/17/ Per [redacted] policy this does normally take 3-business days to post back to a customer’s account This is their policy, not Bob’s As much as we would like to be able to, we can not force them to return funds any differently then what is stated on their own website Please see attached, I copied their policy where it does clearly state 3-business days I would expect that the funds be completely reallocated to your method of payment by this Wednesday (5.25.2016), if this is not the case, please feel welcome to respond back to us via this Revdex.com channel and we will preform more extensive research with our Accounting Department Once more – the funds have been completely released from our end and at this time, you are waiting on the refund due to the processing time associated with [redacted] I apologize again for the inconvenience our failures caused you and genuinely hope that you will provide us with another opportunity to earn your trust back in our business in the future Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

Good Afternoon Revdex.com, We are very sorry that the mattresses did not work out for this customer The pickup was completed on The next day on the rotation for accounting to print the check is This check has been printed and will be mailed out via USPS on from our Connecticut offices This check will be sent to the address that we picked the mattress up from, which is not the address on this complaint Kindest Regards, Tracy [redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here

Good Afternoon Revdex.com- We are sincerely sorry we were not able to complete this delivery and caused this customer frustration We have picked up the merchandise and the Wells Fargo account refund will be processed Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Complaint: [redacted] I am rejecting this response because:I called the number I was given by the Bobs store where my purchase was madeAgain this has been going on since May and the ONLY response I receive is after filing a claim hereAfter your response Esmeralda emailed to say my claim was approved Oct 12th I should be receiving a check soon (initially I was told the whole process from this point took days but Geri would push for a rush) it is now November 5th and nothingAlmost months laterThis whole process is really making me irrate and Im really getting tired of the run around! I am disatisfied with the customer service Im receiving thus far Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:I spoke with a representative at the store and was told that $in store credit was not acceptable and I was told that corporate would be reaching out to me directly, which has not occurredIn fact, since the date this was placed, I received a call from customer care and was told to call back according to the voicemail, when I called back, the representative was not sure why I received a call and did not apologize for what was received as harassmentThe store credit is not being received because there was no issue with the items received, but the deliveryI already have a full bedroom set and am not in need of any further business with Bob's FurnitureThis is why again, I ask for cash compensation for what was paid in full for my deliveryThis also is especially the case because I was told had I paid in installments, I would have been able to deduct the $amount from my payments Sincerely, [redacted]

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, [redacted] ***

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 truly appreciate the promptness to this matter and for helping me to live comfortably in my home Sincerely, [redacted] ***