Blue Ridge Travel

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

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 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

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 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- 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

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

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]

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- 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

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, 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

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- 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

I just e-mailed the Stephanie G [redacted] and am awaiting a response.Thank you for your help in this matter, [redacted] ***

Good Afternoon Revdex.com- We are very sorry for the multiple concerns the customer has expressed here We understand that we have failed the customer In delivering damaged merchandise to replace damaged merchandise, we have wasted the customer’s time We are willing to offer some compensation as a token of apology for this failure Goof Proof can be added any time within the first thirty days post-delivery I have added to the customer’s account a store credit in the amount necessary to cover this Goof Proof plan If the customer accepts this offer they must reach out to the store, within the next two weeks, to process the Goof Proof and apply the credit as payment In accepting this offer, this will be considered final compensation for the inconvenience the customer has had If the customer does not accept this offer as final compensation in the form of the Goof Proof plan, they can reply to the Revdex.com that they do not acceptWe would not be able to refund the difference the customer paid for the newer more expensive set That was the customer’s choice to upgrade to this set We would not be able to offer any compensation or refund based on the preference Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Morning Revdex.com, While we remain very sorry that our customer has experienced this concern we are unable to respond to occurrences that are caused by the environment the merchandise resides in The pad that the customer purchased in Jan of offered a year protection period thru the [redacted] , the period of protection associated with this pad has expired and our records indicate no report of failure (to us) from this pad within the protection period If the pad is what the customer is referring to as their “insurance” –as indicated above coverage under this pad is no longer active or available and expired almost a year agoThe company that offers this coverage ( [redacted] ) is a third party company that requires that any incident of the pad failing due to human bodily fluids be reported within the year term as well as within days of the actual occurrence We apologize again however we are unable to offer further action on an a damage that is not a factory defect Stephanie AG [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 Sincerely, Felice H***

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:Once again the additional compensation of store credit of is not valid for a customer whom has had repeatedly stated that their experience with BOBs was horrible therefore they are not willing to attempt another purchase with Bobs, so even if store credit of 1,was given it would refusedAs for costumer request being unreasonable well that is the opinion of bobs but what is fact is that bobs is unwilling to give compensation in good faith due to this particular situation, as proven Bob's continues to repeat same offer of standard maximum 10% compensationThat is a bobs customer service factSincerely, [redacted] ***