Blue Ridge Travel

Good Morning Mror Mrs [redacted] ***, I am very sorry for the disappointment you are experiencing with your bonded leather set I assure you that Bobs Discount Furniture cares very much to satisfy all our customers and we stand behind the quality of our products including the comprehensive protection plan we offerIn the protection plan you purchased and coverage your merchandise maintains is honored and managed by a company called GuardianThis information was disclosed on documentations provided to you at the time of sale, Guardian is an excellent company who is also Revdex.com accreditedWhile we are partnered with this company to offer this plan we are unable to force them into honoring any individual’s claim for damage Bonded Leather offers the look of luxury at a much more affordable price point and as its name depicts, bonded leather is real leather that is adhered (or bonded) to a fabric backing with a strong adhesiveOver time and with any amount of usage the heat from our bodies and friction from use causes expansion of the molecules that join the bonded leather to the fabric backingBonded Leather is manufactured the same way industry wide and peeling over time is not isolated to the bonded leather products we sell at Bobs Discount FurnitureIf you continue to purchase/maintain bonded leather furniture in your home regretfully peeling can occur based on the nature of this material’s manufacturing process You have had this set for nearly four years and in that nearly four year period our records indicate that you have not reported any issues to us before nowThe Bobs warranty on your merchandise expired over three years ago and as this concern does not stem from a factory defect in the product’s workmanship and is viewed as wear and tear industry wide, we are able to make a store credit offer to from a place of extreme courtesy and care If you would like to reselect to a different set, made of a different material that may fit your furniture needs better we can offer to credit you 70% of the original cost you paid for both the Sofa and the Loveseat from your ‘Apollo’ setIn the interest of fairness we would ask that if you want the new furniture you select to be delivered you cover the cost of that service as delivering the merchandise has always been a charge we maintain separate from the cost of our merchandiseWe can offer to remove the current Sofa and Loveseat you currently maintain on the same date we deliver the newly selected merchandise and cover the cost of disposal for you Please let me know if this option for resolution is acceptable to you and I will process the necessary paperwork and have our retail location contact you to make you aware of your available credit Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

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- 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] on and reported the chaise was scratched and scuffed from use The customer called [redacted] on and reported their child had stabbed about holes in the chaise with a protractor Neither of these claims would be covered through [redacted] as neither is an accident The tech that was in the home stated there were several pets in residence This damage is consistent with damage from pet nails and is not covered under the plan Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Complaint: [redacted] I am rejecting this response because: When the furniture was purchased we were very specific about the delivery time and the fact that it was in [redacted] We were assured that there would be no problem, they were familiar with the area and delivered there all the time The driver arrived and left (at noon) and we were told by Tara that he would be returning and to wait outside on [redacted] , which we did for over an hour We then spent all day attempting to have the driver redeliver, only to have a new team sent out from [redacted] at 3:PM We told representative [redacted] at that time that the freight elevator charges would be $per hour and she indicated that compensation would be made The compensation already provided by Bob's in the amount of $was for incorrect bed frame ($10) damaged night stand ($20.20) - these two totaled 32.88, and delivery refund $ An additional $courtesy compensation was also given, this was accepted out of frustration because I was getting absolutely nowhere with their representative This courtesy compensation should be increased to a total of $to accommodate the fee charged for the freight elevator which we informed Bob's representative prior to the final delivery which occurred after 6:PM 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

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

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

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with us I have already become aware of this account through other channels, we have reached out to this customer and offered a reselection credit, we are working to rectify the situation and reach a satisfactory outcome We ask that the customer responds to us thru this Revdex.com channel if there are any other concerns so that your efforts in excellent mediation assistance are not wasted Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry that the customer is having issues with the pieces delivered in November We have reviewed the technician report form August 30, The technician reported the foam was bunched up on two footrests and he replaced the cores on those footrests We are unsure what the current issue is This complaint does not state what needs to be fixed The notes in the order state that there is an issue with a mechanism That would be the device that makes the chair recline That would have nothing to do with the technician service from August We are not able to offer the service for a Saturday The technician is routed over an hour away from this customer’s address We route different areas of the state each day We would not be able to offer this customer a Saturday service We do currently have this scheduled for the technician on We hope the issue the customer is experiencing will be corrected on Wednesday Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Yes I did purchase the bigger rug as an exchange from a previous rug that appeared to be mis sizedI paid for the difference if the bigger rug!! I understand that I didn't purchase the goof proof however the rug should not have become mis shapen due to a couple drips of water falling on it! This leads me to believe it's a manufacturing defectI spent $on the a rug and expect it to last longerAll I want is an even exchange!! And for the record my ottoman has NOTHING to do with my rug!! This just goes to show you that your stuff isn't made well! Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***

Good Morning Revdex.com, We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from us [redacted] is known as their parent company) is a third party company and we have, for many years, experienced a vast amount of approved claims through this third party companyOur customer’s are usually very happy with the outcome of their reported claim and based on the price they paid for the coverage our sales associates and sales managers would have no reason not to boast about the extreme value the protection plan carries We provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusionsAs the manager of the plan, [redacted] is responsible for sending the consumer the plan documentsShould the customer decide that they would like to review the complete plan documents as the flyer suggests and they don’t have these documents, we assume (as any retailer would) that the customer would then try and obtain said documents for reviewHad we been made aware of the need for these terms and conditions we most certainly would have provided them upon any requestAs it is not typically a document we provide we literally have no way of knowing whether the consumer has received the complete plan or not and we see no reason not to trust that [redacted] is continually sending these documents as many claims for coverage are routinely approved In this consumer’s specific case I have attached both the sales flyer (we provided at the time of sale) and the warranty card ( [redacted] provides) for your reviewCustomer can request Terms and Conditions from [redacted] directly, if they have not received them We sent out technician to the home on May 5th, The technician did report to us that there is damage to the cushions and that the damage was not manufacturing in nature Bob’s part of the [redacted] warranty purchased covers the customer for manufacturing defects only He did report to us that casings were unrepairable and needed to be ordered This would be at the customer’s own expense There is no note from any agent that any discount or courtesy part was ever offered At this time we ask that the customer provide photographic evidence via this Revdex.com channel of the damageThe report the customer gave [redacted] indicated damage from pet nails (not covered) and the customer did not provide them with any indication of an accident occurring causing the damage they reported Regretfully if more, appropriate information is not presented from the customer we will be unable to help further facilitate a dispute between our company and the [redacted] company To move forward please advise the customer that we require a minimum of four (4) pictures (in color) for each item that is listed in the report to [redacted] I have listed the requirements below to ensure our request is specifically notated: -Minimum Photos of the Sofa set: - Picture that clearly shows the entire facing surface (seats, inside backs, arms) of the sofa, chair and otto - Picture that clearly shows the entire back surface (seats, outside backs) of the sofa, chair and otto - Picture that clearly shows the damage marks at close range -Picture that clearly shows the damage marks at a distance We will review these photos and respond with what, if any, options for resolution we may have to offer this customer Sincerely, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

Good Afternoon Revdex.com, Please pass on our sincerest apologies for the lack of care our customer’s property claim concern has been addressed with, I have reviewed the customer’s concern and made contact with the trucking company involved seeking an answer as to why the claim was denied The trucking company has communicated to us that the manifest (paperwork signed) made no mention of the concerns with the window, which seem quite graphic and alarming given the customer’s account of what occurredThe Property claim was also called in four days after the delivery occurred and the trucking company insists that they have attempted to make contact on 8.31.2015, 9.1.2015, and today (9.25.2015) with the customer and received no responseThe trucking company is also communicating that the customer has not tried in any way to contact them directly to dispute the denial information sent out by them on At this time the trucking company has asked that we give them until at least Tuesday (9.29.2015) to complete more research on this claimThe trucking company has been provided with the customer’s email address (as posted here) as well, as they continue to tell us they are unable to reach anyone by phoneWe are granting them the time requested for research and if necessary I will make a direct follow up to this customer next week by Wednesday to discuss the current status of this claim Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com- Bob’s offers the absolute best value available at our price point We also offer the customer our service guarantee If a customer reports any issues that may be manufacturing in nature during the warranty period, we will send one of our factory trained technicians free of charge The technician will report to us the nature of the issue If it is an issue that the tech can correct on the spot, they will If the issue is manufacturing in nature and requires parts, we will order the parts and have a tech install those parts If the issue is manufacturing in nature and parts and service will not correct the issue, we will then offer a one time replacement This statement is reviewed at time of purchase; it is on every customer’s sales order, signed by the customer at time of purchase It is one of the best warranties in the furniture business and Bob’s stands behind this 100% We were able to see from photos that there is a cosmetic manufacturing defect The customer was able to reselect to a new set This is scheduled for delivery We hope the customer will happy with the new pieces for many years SERVICE POLICY We guarantee that our new products will be free from factory defects for one year from date of delivery or pickupOur mattresses and motion furniture may carry additional factory guaranteesYou must report any factory defects to our Customer Care team within one (1) year of possession, and a Customer Care representative will schedule one of our Service Technicians to inspect the item and service it to factory standards at no cost to youIf the Service Technician determines that the factory defect is not serviceable, we will replace the affected item, one timeIf the item is no longer available, you may reselect to other merchandiseIn the event of a reselection we will charge or credit you for any price difference between the original and the re-selected itemMerchandise purchased from our “Outlet” or Clearance Centers that is not brand new/factory fresh is excluded from these factory defect guarantees wear and tear or customer-caused problems are also excludedService can only be provided within our serviceable area to the original purchaser as stated on your sales receipt Call Bob's at ###-###-#### to report factory defects to your Merchandise Our Customer Care Department is available 6:AM to 8:PM Monday through Saturday and 10:AM to 7:PM Sunday Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com, Please pass on our apologies for the level of failure our customer has experienced with this purchaseI understand and acknowledge the reasons why our customer is frustrated with this entire ordeal and further apologize for the lack of care she feels her delivery and concerns have been met withPlease know that in moving forward in this communication I will be doing my very best to address the demand for information the customer is communicating, I am not – in any definition of the word- attempting to make excuses for the poor experience that has taken place here The merchandise selected was ordered as a ‘Special Order’ Special orders are made one and only time specifically for the specified customer/order by the overseas vendorWe certainly take full ownership and responsibility for the failures and misplacement of merchandise from the original attempt, conversely to the dates communicated by the customer, I find in this customer’s account that the delivery attempt was scheduled for and canceled by the customer on All merchandise for deliveries to [redacted] has to begin its loading/shipping process from our CT distribution center at least three days prior to the scheduled deliveryWe try very hard to remain transparent with our customers by placing the following information on the sales receipt: Once scheduled, any changes to your order must be made at least days prior to your scheduled delivery date Again – we understand our failure in this case, our representative should never have rescheduled an item we only had one of for a date two days after the planned issue date or allegedly told the customer that this wasn’t already on its way for shipmentThis is our training failure and we have begun taking the appropriate action internally to correct this failure and ensure it does not occur againWhen merchandise is loaded then shipped and not delivered it then must start a return process from a trucking company in [redacted] to our distribution center in CTAs we do approximately 4,deliveries a day it is rational to expect that each trucking company has several return trailers returning to the distribution center on various days for various reasonsThe best determination I can make from reviewing this specific situation is that the loveseat was placed on one return trailer while the other sectional items went back on a different trailer and again – the order should never have been offered for a re delivery from the customer’s cancelation in such a short span of timeThe physical process of shipping for delivery (please also consider that most likely this merchandise had to ride around all day to other stops with the original delivery team on the scheduled date of and then had to be unloaded again that evening after the team returned), offloading, re loading, shipping back to CT, offloading again, and then finally preparing to ship out again to the customer just doesn’t happen successfully within the small rescheduling window that was provided to the customer here In all legitimacy if this sectional was a part of our stocked line up then the rescheduling timeframe wouldn’t have caused any inconvenience to our customer as we could have just picked the new items right off of our distribution center shelves to ship out for Like any other business we have a policy and procedure in place for offering compensation to a customerThe procedure (specifically for the customer’s benefit) does outline that we will discuss the option and/or options available after we have honored our original promise to the customer (the merchandise they selected and expected in good condition)There is no intent to deceive within this procedure and as it is our responsibility first and foremost to honor the purchasing agreement while making our failures right by the customer it is perfectly reasonable and fair that compensation should be discussed after the sales order has been completedI do apologize that this process had any affect on the customer’s ability to decide whether to keep their sale with us open or not however that remains an assessment that must be made by the consumer directly The information communicated regarding the delivery team’s behavior and lack of professionalism from is appalling and tremendously embarrassingWe do not find this type of behavior an acceptable representation of our company and I do hope our customer can accept our deepest apologies for being left with such a poor impression of our delivery serviceIf there is property damage present the customer is welcome to file a property claim for existing home damage from this delivery attemptAs with our other training concern – we have begun addressing this delivery complaint internally and will take the appropriate action In reference to the original method of payment being refunded, we can certainly speak with our agent in regards to the manner in which this refund was processed, as the customer has stated the agent and the customer’s fiancé would have been on an unrecorded phone line to protect the security of the full card number If the customer’s fiancé was able to provide the complete credit card information (number, expiration date, etc.) then I believe it is safe to conclude that the fiancé was either in possession of the card (having been given authorization to use it by the card holder) or would have had to be provided with the full information necessary by the card holder to begin with Our greatest regret and defeat will remain loosing our customer’s trust in our business and there is no amount of money that will make the failures our customer has experienced OKWe have offered and processed the accepted compensation amount for over 10% of the entire sale’s cost ($150.00) and this remains the most adequate apology offer we are able to process for our customer Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Morning ***, Thank you for being a Bobs Customer, we truly appreciate you and your business and apologize that you are dissatisfied with your ‘ [redacted] ’ table The top of your table is not ‘Faux Marble’, we sell real stone products at Bobs Discount Furniture and I have included our store signage that we display in our dining area denoting this fact With this fact being acknowledged, public information is available for the proper care of a marble productThis information is available to aide all consumers in properly caring for their marbleI was able to easily find this basic list of dos and don’ts via this link: [redacted] DO use coasters under glasses, especially if they contain alcohol or citrus juices DO use trivets or mats under hot dishes or cookware DO use place mats under china, ceramics, silver or other objects that may scratch your stone’s surface DO place a small rug or mat at entryways to trap dirt and sand from foot traffic DO dust countertops, islands, vanities and floors frequently DO blot up spills immediately to minimize permanent damage to the stone DO clean surfaces regularly with neutral cleaners designed for stone DON’T use vinegar, bleach, ammonia, other general purpose cleaners, bathroom cleaners or tub and tile cleaners DON’T use abrasive cleaners such as dry cleansers or soft cleansers DON’T use alkaline cleaners not specifically formulated for stone Given the information presented in your complaint it sounds as though your table top is experiencing signs of in home damage related to its environment and the use it has been receivingThe Goof Proof Plus Plan you purchased is meant to protect you against a manufacturing defect (which your report does not indicate) or an occurrence of covered one time accidentFor example, accidentally placing a hot plate or pan on your marble table once or putting down a glass without a coaster once can be considered a coverable occurrenceMultiple stains, spots, or accumulated damages on the same table top is considered abuse or neglect of the product and the associated responsibility of care you take on as the consumer using this stone productI have also attached a copy of your ‘Guardian’ Warranty Card that denotes an accident is covered from one occurrence only (see top right) At this time, based on your written report, we regretfully have no recourse to offer you relating to this concernAs a retailer we are accountable to offer coverage under the protection plan we sell and your claim does not fall into any of the terms and conditions at this time To ensure that I am reading your complaint accurately I would be willing to review the photos you have taken if you are able to send them thru this Revdex.com mediation channel you felt necessary to open Once I review these photos with our Service Management Team I will respond via the Revdex.com with what, if any, options we may have available to aide you as a one time courtesy in this specific case Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Morning Revdex.com, Please pass on our sincerest apologies for the inconvenience the delivery experience caused our customerWe can certainly understand the customer’s frustration Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from usWhile it is not procedure to so we do recognize that we have failed our customer and we are willing to make an exception in this case to work above our compensation guidelines and policies We do see in our records, when the report of the missing piece was called in, it was reported as the wrong piece So in our efforts to get this delivered we were going off incorrect information, and tried to deliver the wrong piece several times We are sincerely sorry that we wasted so much of the customer’s time, and caused them inconvenience This was scheduled for 3/21/but the customer has rescheduled the delivery We certainly can offer to compensate this customer for the failed delivery attempts We offer all compensation as a Bob’s Gift Card Once the final delivery is completed the customer can call into customer care or their store to have the account reviewed for compensation Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

Good Morning Revdex.com, Please pass on our sincerest apologies for the inconvenience the multiple appointments and damaged product continues to cause our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after their concerns have been resolved Our records indicate that we delivered (7) items to this customer on with the loveseat having only this reported concern of missing hardwareTo say that we deliberately deliver our customer’s damaged product is slanderous and a gross exaggeration in comparison to the success level of the nearly 4,deliveries a day that we are routed out forI also checked the delivery stop records for the team associated with this customer’s stop and I was unable to locate any occurrence of missing hardware on the eight previous stops they completed before arriving to this customer’s residence (or even the four stops that occurred after this customer)The report of the team’s lack of professionalism and ownership will be addressed internally as this type of behavior being displayed seems to have escalated the disappointment the customer is certainly entitled to feelWe are a business and regardless of the specific level that failed, we are all expected to take responsibility for our customer’s concern Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from usAs the retailer we have taken full responsibility for the damages that may have occurred at the factory overseas during the building process and we have set up a resolution that follows the business practices that we visibly outlined to our customer during their time of purchase (see sales invoice – Service Policy) We are very sorry that this issue occurred and we never anticipated letting our customer down, we currently have a service scheduled (1.07.2016) to rectify this concernShould the customer require a special request (I.E- time frame request or a specific date request) we are open to submitting this request to our routing department so the new appointment may have less of an impact on their current schedule At this time we are looking forward to completely resolving this customer’s concern on and should the customer still be seeking an apology amount from us they will be able to speak with our Customer Care Office prior to the technician leaving their residence on We will review the account and at that time and determine what, if anything, further we are able to offer Kindest Regards, Stephanie [redacted] G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com- [redacted] is nationwide; they are able to offer coverage for accidents in the area the customer resides The side of the protection plan in question is for manufacturing defects If Bob’s does not deliver to an area then we do not service in that area The customer had a conversation on with a customer care agent and requested service due to what they believed to be a manufacturing concern As it was determined that the customer was outside our serviceable area, the refund of the plan was processed I was not part of that conversation so I do not know if this was offered as a courtesy or the customer requested the refund The plan was canceled and refunded due to this conversation 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 me Sincerely, [redacted]