Blue Ridge Travel

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, 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

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- 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- 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

Complaint: [redacted] I am rejecting this response because: Sincerely, See below emails from Bob's.I have been provided by these emails when I tried to make a claim both through Bob's and [redacted] Dial the number and see where it takes you Senay O [redacted] Good Morning, Thank you for contacting Bob’s Discount Furniture to submit a warranty claimOur apologies for the concerns you are having with your merchandise, we would appreciate the opportunity to review the damage via pictures in order to determine the best recourse for your concernTo assist us in processing your request in a timely manner, we would ask you to take the following steps: 1.Please reply to this e-mail, ensuring that the subject line remains the same 2.And in the body of your e-mail, please include: iA photo that is a cloview of the area of concern iiA photo that shows the entire piece of furniture in its current surroundings iii(and if it’s part of a set) A photo of all of the matching pieces that surround this as a set Once we have received your photos, you can expect a follow up from us within 24-hours to discuss your concernsIf you have any further questions or concerns in the meantime, please call our customer care department directly Monday through Saturday 6:30am-9:00pm, and Sundays 10:30am-7:00pm by dialing ###-###-#### Regards, GabrielleB Customer Care cid:i [redacted] Good Evening, Thank you for contacting Bob’s Discount Furniture to submit a warranty claimOur apologies for the concerns you are having with your merchandise, we would appreciate the opportunity to review the damage via pictures in order to determine the best recourse for your concernTo assist us in processing your request in a timely manner, we would ask you to take the following steps: 1.Please reply to this e-mail, ensuring that the subject line remains the same 2.And in the body of your e-mail, please include: iA photo that is a cloview of the area of concern iiA photo that shows the entire piece of furniture in its current surroundings iii(and if it’s part of a set) A photo of all of the matching pieces that surround this as a set Once we have received your photos, you can expect a follow up from us within 24-hours to discuss your concernsIf you have any further questions or concerns in the meantime, please call our customer care department directly Monday through Saturday 6:30am-9:00pm, and Sundays 10:30am-7:00pm by dialing ###-###-#### Regards, Tiesheedah P Customer Care [redacted] Good Evening, Thank you for contacting Bob’s Discount Furniture to submit a warranty claimOur apologies for the concerns you are having with your merchandise, we would appreciate the opportunity to review the damage via pictures in order to determine the best recourse for your concernTo assist us in processing your request in a timely manner, we would ask you to take the following steps: 1.Please reply to this e-mail, ensuring that the subject line remains the same 2.And in the body of your e-mail, please include: iA photo that is a cloview of the area of concern iiA photo that shows the entire piece of furniture in its current surroundings iii(and if it’s part of a set) A photo of all of the matching pieces that surround this as a set Once we have received your photos, you can expect a follow up from us within 24-hours to discuss your concernsIf you have any further questions or concerns in the meantime, please call our customer care department directly Monday through Saturday 6:30am-9:00pm, and Sundays 10:30am-7:00pm by dialing ###-###-#### Regards, Tiesheedah P Customer Care cid:image [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 like to add that I feel the rep Tracey S [redacted] and the whole company has gone above and beyond to help me since my correspndence with youI can not believe how friendly and helpful they have been, and how nice Jeff was in Niantic setting up the exchangeI wish I could have dealt with great ambassadors of Bob's first, instead of a string of unhelpful folks in customer service such as MatthewI will consider Bob's my first choice when shopping for new bedroom and living room furniture in the next few months due to Tracey and JeffThank you Bob's! Sincerely, [redacted]

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]

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

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

Complaint: [redacted] I am rejecting this response because: photo attached less than two years of ownership Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:i did report the incident with in daysI was very clear that the stains happened weeks prior to the phone call with [redacted] Although there were multiple stains, and the warranty is only good for "one stain", I should still be entitled to have the "one stain" removedI feel like I was taken advantage of when buying this warrantyBecause I was only told the basicsI was told what was coveredSo this leads me to believe it is advertisementI am not asking for a full cleaningI am asking to have a service performed which I paid forAt this point I just want a refund if I am not receiving any benefits for what I purchasedI have had multiple issues with Nobs customer serviceThey even delivered a bed I ordered to the wrong house, and went back to pick it up later, and brought the same bed to my house! That's aside from this, but just another disappointment for me as a customerThis cost me $150! I want the service I paid for, or a refund Sincerely, [redacted] ***

Good Afternoon Revdex.com- We have been informed by the insurance carrier that the customer has received and cashed the check for reimbursement for the damages We are very sorry that it took so long to rectify Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com, We are very sorry that the customer did not feel that this dining room set was the correct fit for them It is stated in our policy, which is listed on the web, and on every customer sales order that refunds are available up to the customer taking possession of the merchandise We do not offer refunds after pickup or delivery has taken place I have attached a screen shot of our policy directly from the MyBobs.com web site This policy if just above the area the customer quoted The quote the customer listed is how the refund would be processed, if the customer canceled the order before taking possession We are sorry if this caused the customer any confusion We would not be able to extend an offer for refund Kindest Regards, Tracy NS [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry that there was any misunderstanding The customer was covered under our Best Effort policy only The cost of the service was what was covered Without “Best Effort” the customer would have been charged for the service call We are willing to split the cost of the parts with the customer This vendor does still have seat cores available for purchase If this customer would like to accept this offer, please accept through the Revdex.com and call into customer care to have the Customer Purchase Part order form completed We have noted in the account that we are willing to waive half the cost of the seat cores Once the part order has been created by our parts department the customer will be contacted for payment Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with usI can see that this situation would be frustrating and stressful to any customer I can absolutely say without hesitation this is not the typical purchase and delivery experience On average we have anywhere from four to eight thousand deliveries each day Less then two percent have reported issues That is an amazing statistic unless you are one of the two percent, then it really doesn’t matter how many have been successfully completed We understand that I can see that this customer has made other purchases that appear to have been successfully completed There was an error on the refund paperwork I see there was a refund of $due the customer from a previous purchase The store, in error included this in the refund they created for this canceled sale The $was charged on a different credit card, our system does not allow us to refund a card that was not the original method of payment I am so sorry that no one reached out to you to correct this and process the refund in a timely manner That was unacceptable, and will be addressed internally There is still a refund on the $on the account, if the customer can call into customer care or any store with Visa card ending in # [redacted] we will be able to get that back to you as well I am sorry that these issues have occurred causing this customer to feel that Bob’s does not care or respect our customer’s That is truly not the feeling of my coworkers Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Dear Revdex.com, We are very sorry for the frustration the customer is obviously feeling We can understand why they are frustrated Mattress covers are meant to protect mattresses from spills Mattress mold is an environmental concern that can affect mattresses from all manufactures and all mattress types Kindest Regards, Tracy S [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 meA representative from Bob's Corporate offices reached out to me the next dayShe arranged for replacement of slats on Thursday August 5th and a delivery of new side rails on Friday August 5thThe gentlemen that came to install the Side rails were very courteous and went above an beyond the call of duty to make sure I was contentMy complaint has been satisfied swiftly and to my complete satisfaction Sincerely, [redacted]

Good Afternoon Raymond and Revdex.com, We are very sorry that the [redacted] protection [redacted] purchased has not fulfilled the customer’s needs I was able to review the photos of the pieces and I do agree with the tech that there is no manufacturing defect on the set I was hoping that this manufacturer offered replacement pieces on the seat cores; I was going to offer to order new cores Unfortunately this vendor does not offer that option Offering to cancel and refund any [redacted] is far beyond our policies because we understand that it doesn’t benefit our customer in any sense We understand that you feel you were mislead at the time of purchase, the [redacted] details do not state that the [redacted] will cover wear on the piecesWe do not purposefully mislead our customers into any buying choice We will honor this customer request to be refunded the purchase price on the [redacted] protection *** That has been created and the customer can reach out to their store with Visa card ending in for the credit to be finalized If this customer no longer has the original Visa card they can simply stop by any Bob’s store with a photo ID and the new credit card and the store will be able to finalize Credit number to reference is [redacted] Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with usRegretfully I am unable to locate any account information that matches this consumer’s complaint within our internal recordsI have looked under the name, phone number, email and address provided here and cannot locate a purchase of a sofa It may have purchased under another name Can you please ask the consumer to verify the invoice number (order number) associated with their purchase so that I can proceed in assisting on this complaint further? They can locate this order number via the sales receipt provided at the time of purchaseIf the invoice number is unavailable please ask if the customer can provide the original delivery address for this merchandise or any alternate phone numbers that may bring up their account records We ask that the customer responds to us thru this Revdex.com channel so that your efforts in excellent mediation assistance are not wasted Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here