Blue Ridge Travel

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

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

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 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

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

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

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]

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

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]

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: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] ***

Good Afternoon Revdex.com- Due to the intricate nature of this complaint, we have reached out to the customer directly to discuss the issue The customer has advised that he did receive the refunds to his accounts Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com, I have reached out to this customer directly as of (10.30.2015) and Mrs [redacted] has been provided with all of my direct contact information After our conversation Mrs [redacted] asked that I email her with the details of what we are able to offer for resolution to this concern and I have included a copy of the email sent for your review on this claim: [redacted] From: G [redacted] , Stephanie Sent: Friday, October 30, 1:PM To: ' [redacted] @ [redacted] .COM' Subject: In response to your concern: Customer No: [redacted] Good Afternoon Mrs [redacted] , I do hope you can accept our deepest apologies for the poor experience you and your family have endured with this purchase As briefly discussed with you this afternoon: If we are permitted the opportunity to earn your trust back in our business by re-instating your original sales order we will waive the associated delivery fee associated with this order as our apology for our failure I have checked inventory and see that all items on your original ticket are available to ship from our distribution center **Please note – if you made package substitutions with your sales person I can not see those since the order has been rejected and would ask that you confirm with me item by item what it is you were expecting for delivery should you wish to reinstate your order** **Please also note – all payments are to be taken by our retail locations so if we are able to start earning your trust back we will need to get the order into the system and your retail location involved in this process as soon as possible [redacted] As of right now the soonest available date to schedule your delivery is (Wed)If you were to select this date we could also make a time frame request (you tell me what four hour time window works best) with our routing department in an effort to accommodate you further There is a chance, I say a chance as your order would need to be fully reinstated for our routing department to even consider this option, that we may be able to get you added on for delivery on (Tues)If you selected this option we would be unable to make a time frame request as we would be putting your merchandise onto the first available (and not completely filled) truck scheduled to be out in your area Again I apologize for the terrible impression you have been left with and I don’t blame you for being as upset with us as you are I look forward to communicating with you again and if you prefer my direct telephone number is ###-###-#### [redacted] I am currently waiting on the customer’s follow up communication to me Kindest regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Complaint: [redacted] I am rejecting this response because:Apparently you didn't bother to speak with Mr.P [redacted] in [redacted] **...so much for dealing with at corporate level...you lost a customer and will certainly let others know of your rather shady tactics Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:Dear Revdex.com, The statements outlined in the response from the Bobs Discount Furniture Rep simply are not true "The pickup was completed on 4/24/17" - The mattress was physically picked up from my home on the 17th of Marchit took weeks for the company to "complete" the pickup? I think the issue here is that Bobs keeps making statements then contradicting them or making arbitrary statements that simply are not true; examples of this can be seen in my original complaint message I received a call on 4/from Tiffany from the [redacted] Bob's store verifying where my check was to be sent I returned the call and confirmed my address, which is different from the mattress pickup location In the most recent communication to the Revdex.com, Bobs stated that they will be sending the check where the mattress was picked up; which is a problem - it should be sent to the address I have been asking it to be sent to for the past weeks.Seeing as this is approaching the 5th time I'm being told my money will be refunded, I do not remain optimistic Sincerely, [redacted]

Good Afternoon Revdex.com- We sincerely apologizeI went through the past exchanges and I do see the same issue noted in those I am so glad that we can offer resolution based on this information I tried calling both numbers on the account to offer my apology in person for my error We can offer this customer’s choice of options- We can offer a reselection credit based on the amount paid This would fulfill the Goof Proof warranty as it only allows for a one time replacement We would create the credit, the customer would go back to store to reselect, the store would use the credit towards the new merchandise, we would wave the new delivery feeWhen the team deliveries the new merchandise they would remove the [redacted] setWe can offer a concession to keep This would be a percent back as a refund You would be keeping it with no effect on the warranty If the only issue at present is the bottom, this might be an option that will work for you We can offer you a refund of $ as a corporate check If you would like to accept one of these offers, please respond with the offer that would work best for you and I will create the paperwork Thank you, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry for the delay in the part order As the retailor and not the manufacturer, we have to rely on our vendors to fulfill part order requests When the customer experiences this kind of delay we absolutely can offer compensation We would need to wait until the concern is rectified We only offer compensation one time per order Offering it now, based on have the issue and having to wait for the part would be a lower offer than waiting until the part is received and installed and basing the offer off of the amount of time the drawers were unusable We have commented the account that this is approved to be offered back as a refund to the customer’s method of payment Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Complaint: [redacted] I am rejecting this response because: How can something like this happen if it is neither accidental damage nor manufacturing defect.Which are mutually exclusive and a frame to be broken?? Sincerely, [redacted]

Good Afternoon Revdex.com- The part has shipped out today via FedEx The tracking number for this package is [redacted] Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here