Blue Ridge Travel

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

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- 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

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 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

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]

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

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: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 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

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 are very sorry to disappoint this concern We can certainly understand the frustration The customer was able to reselect to other merchandise We see we do have earlier dates available for the exchange; the customer is currently scheduled for We tried to call the customer at the number listed on this complaint, there was no voicemail, we were not able to speak with them nor were we able to leave a message Sincerely, 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 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 Revdex.com- We are very sorry if there was any miscommunication on this concern The exchange has already been created and is scheduled to be completed on Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Morning Revdex.com- We are sincerely sorry for the breakdown in communication on this customer’s account In an effort to ensure this is processed correctly I have created all of the paperwork necessary, the customer would need to call the store with the credit card to have the refund processed, as we do not keep customer credit card information on file I have also submitted for an ECard to be processed as an additional token of apology This will be emailed directly to the customer at the email address on this complaint The customer should receive this within days I have created all the necessary paperwork for you in advance in an effort to make this as easy for you as possible – please call the store and provide them with the original method of payment [redacted] Once the credit card number is entered into the transaction the refund should process back to you within 5-business days o Anytime after 10am and before 9pm Dial ###-###-#### o Press the number one (1) on your keypad when you hear Bobs voice o When the office person picks up explain that you are calling to get a refund processed to your credit card and provide them this order number: [redacted] o At that point they will take the credit card information from schedule the pick up complete the processing Kindest Regards, Tracy S [redacted] Corporate Customer Care Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com- We are sincerely sorry that this customer remains frustrated That is certainly not the experience we would want for any of our customers We are sorry that is the feeling they are left with Sincerely, 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 will reply to the Revdex.com mediation service with their decision We thank the Revdex.com for bringing this to our attentionSincerely, [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here