Blue Ridge Travel

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

I am rejecting this response because: First, there was never an offer to repair since the part was not available Secondly, I was never offered a replacement, I was offered store creditIf the customer service people had a clue, they would have realized that the recliner does not need to be replaced, only the electric lift mechanism does My fear is that the recliner that they say was ordered does not match the other four pieces Will Bob's guarantee to the Revdex.com that the ordered piece will match the other four pieces and it will function properly and that if it doesn't match or function properly or if its not delivered as they say in their response, they will refund the entire purchase price 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]

Good Afternoon Revdex.com, Please pass on our apologies to [redacted] for the inconvenience the delivery team’s negligence has caused and may continue to cause to her and her familyWe assure her that his property claim has been correctly filed with the third party trucking company involved As [redacted] property claim is being handled by the trucking company that caused the damages, she can expect follow up from that third party and not Bobs Discount Furniture directlyPer our contractual agreements with this trucking company they are owed a fair chance to process resolution on their claim prior to Bobs Discount Furniture asserting ourselves into a situation where it is most likely unnecessary I have sent a message on her behalf to our Delivery Managers and the trucking company involved in this claim to get clarification on the details They have informed me that while they do not accept the responsibility for the damages, they have made an offer in good faith to the customer for a portion of the reported damages We hope that this customer will consider this offer Kind 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 I truly appreciate the promptness to this matter and for helping me to live comfortably in my home Sincerely, [redacted] ***

Good Morning Revdex.com- We agree with this customer The piece is within warranty and not comfortable to be used Waiting months for parts is an unfair burden to place on this customer In an extreme effort to meet this consumer’s demands for resolution we will make a one time only courtesy offer for resolution Should the customer wish to accept this offer they are able to visit any of our stores Advise the salesperson that you have a reselection credit They will schedule the delivery of the new piece and pickup of the piece in the home on the same day and that way you will not be without a sofa at any point I have set up the reselection credit, please see attached It is for 100% of the purchase price, sales tax and I have included in it that we will waive a new delivery fee This credit is active now and will be active for sixty days As this is a one time courtesy- It should be expected that for any future occurrences of concern, on any other sales order, this individual consumer is agreeing to adhere to the terms and conditions of their warranty coverage and the determinations of Bobs Discount Furniture’s Service ProfessionalsOur Service Policy is fully disclosed on the customer’s sales invoice and provided at the time of sale Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Complaint: [redacted] I am rejecting this response because: The depot has lied and is hiding the phone call we made that day about the complaint the depot also lied to the insurance company we have been through months of this and we are being played for foolsWe have sent several pictures and the excuses keep changing on why they will not help usThey harassed the store that we we got the quote fromThey called me a liar saying we are making this up We did not call the police when we were being threatened by the delivery drivers but I see we should haveThe fact this is still being disputed show the lack of integrity BOBs has We requested a copy of the report from the insurance company and did not receive Sincerely, [redacted]

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

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 would accept a replacement of the table without purchase of additional warrantyI will wait for instructions from the business on how to proceedThank you for your assistance Sincerely, Regina Jennings

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] ***

Good Morning Revdex.com, I am so sorry to learn of our customer’s poor experience with this purchaseI can only imagine how frustrating this has been for our customer and completely understand their position at this point As a retail chain, and not a manufacturer, we have little control over the availability of some productAs this was a shipment our inventory system clearly expected in sooner we scheduled based on the date the manufacturer had promised us When we were informed the pieces were going to be delayed we reached out to inform the customer Often these shipments will be stuck in customs or delayed due to shipping issues Again I do hope the customer can accept our most sincere apologies for what has occurred; it was never our intention to communicate any delay in shipment or disappoint our customer The refund paperwork has been processed and released to Am Ex Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Morning Revdex.com, Please apologize to our customer for any type of confusion he feels may have taken place during the time of saleWe do not “take advantage” of our customers, this item was picked up (and shipped by the customer to their home) as an outlet purchase, was the item not inspected at all by the consumer prior to it being purchased or signed to as accepted as is to on its way out of the pick up location? Our records indicate that the customer has communicated a concern with the back of one of the recliners and our company has already worked beyond our policy by offering to arrange to have the item serviced (at no cost) by one of our professional service technicians At this time the courtesy service/ repair visit is a valid offer for recourse on an item sold to the consumer in ‘As Is’ condition and we stand behind this offer as the most fair and adequate offer a retailer can be expected to make in this scenario Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Morning Revdex.com, Please be advised this consumer/ concern has also submitted a review, please see the below response as previously posted to the review channel earlier today (11.24.2015): I am so sorry to learn of our customer’s poor experience with this purchaseI can only imagine how frustrating this has been for our customer and completely understand their position of extreme disappointment in us at this timeWe assure our customer it was never our intention to cause them to experience more than one delivery let alone several resulting in further concern overall As the shipment of the sofa is something our inventory system clearly expected in sooner (we were able to deliver the loveseat earlier in the month) there is always the chance that the overseas shipping container will make it to our Distribution Center from the manufacturer sooner than the anticipated date we have right now for deliveryPlease pass on our sincerest apologies that we haven’t been able to deliver this purchase in full as our customer expected and we look forward to making the failures we have caused right by our customer Our customer’s account reflects that we have made direct contact with our customer as of off of another social media channel that the customer has levied their concern with; we have advised our customer that we are on board with discussing a further apology in the form of compensation once we have been able to honor our original promise to themWe thank our customer for providing their feedback and for their extreme patience with us while we work to earn their trust back in our business

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] and reported several issues with the recliner They reported to [redacted] that there were NO accidents, [redacted] offered the customer hours to see if anyone had an accident to report in the home, the customer declined the hours stating there was no accident We sent our tech to the home The tech found the chair to be in poor condition The back is cracked in several places, the mechanism is bent in several places, the wiring has come apart and the motor has been damaged None of this damage is manufacturing The chair is repairable, as none of the damages are manufacturing, the customer can purchase parts This would be the only resolution we would be able to offer on this concern Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon Revdex.com- We are very sorry that the customer remains dissatisfied We would need to have to account information to research this further Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Afternoon Mr [redacted] ,Thank you for choosing Bob's Discount FurnitureI have researched your account and apologize for the delay in receiving your part order; I understand how frustrating it must be not to be able to use your reclinerCommon parts such as, drawer tracks, recliner handles and hardware, are kept in stock; unfortunately the part needed for your sofa is out of stock not only from bobs inventory but also the manufacturerThe expected ship time is now mid-May; in the event this date changes more than two weeks we will explore alternate options for recourseIf you prefer not to wait until mid- May and have access, information and the ability to order and install the release cable on your own, we will double the refund of the cost of the part that you paid for so that you may purchase a new cable and have it installed.Your patience is greatly appreciated and we apologize for the delay and inconvenience.Thanks [redacted] *

Good Afternoon Revdex.com- Due to the intricate nature of this complaint, we have reached out to the customer directly to discuss our offer of resolution The customer has accepted our offer and has our direct contact information in case of any other questions or concernsSincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon Revdex.com, I do hope the customer can accept our deepest apologies for the inconvenience the unexpected delay causes in this caseOur records do show that our customer accepted a $Bobs Discount Furniture Gift Card from us as our apology for the lack of follow up on the delay and that request was fully processed today -We assure our customer that it was never our intention to keep them waiting for this part and remain just as disappointed as they are that there is any additional delay I have sent an additional message to our Parts Department on our customer’s behalf; alerting this department (the parts department is in fact the only internal group of Customer Care permitted to speak with manufacturers and most are overseas shipping parts by container only which may cause a delay just by being held up at sea or within United States Customs) to inquire with the manufacturer if there is any way possible to get this shipment sooner than what is currently anticipatedRegretfully most vendors will not agree to air mail us parts and continue to ask us to wait for their container shipment to come thru port We will try our very best to get this part sooner for the customer if possible and appreciate their acceptance of our compensation offer as well as their extreme patience

I am still waiting for Bob's Furniture to replace my chair,return last saturday,12/12/15, was told by store manager,that chair was ready for pickup,no chair,problem not solve

Revdex.com: Please let the company know the account is in my husband's name [redacted] , previous address is [redacted] phone number ###-###-####We have moved to Washington and updated phone numbers since our purchaseWe paid off the balance last week so we no longer had to deal with the price issues Sincerely, [redacted]