Blue Ridge Travel

Good Afternoon Revdex.com, Please pass on our sincerest apologies to the customer for the concern they have existingThe customer signed an agreement with an entirely separate company from Bobs Discount Furniture – the agreement that the customer is referring to signifies that it belongs to the [redacted] – not Bobs Discount Furniture I can confidently state that this type of agreement is commonly reviewed with an [redacted] and signed with an employee from that company directlyWe do not train our sales professionals or customer care agents on the inner workings, terms, or conditions of this contract as it is a document that our company is not authorized to manage, update, or change in any way If this customer wishes to have the contract canceled and the merchandise picked up we can certainly honor that request Per the contract signed between the customer and [redacted] they would not be able to receive any of the rental payments back Returning the merchandise would cancel the contract only At this time we do have an exchange pending The customer can either except the exchange or call [redacted] to cancel the contract and schedule the pickup Kindest Regards, Tracy NS [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com- Due to the nature of this complaint, we have reached out to the customer directly to discuss our offer of resolution We hope the customer will consider our offer and will reply to the Revdex.com mediation service with their decision We thank the Revdex.com for bringing this to our attention Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Morning Revdex.com, Our records indicate that this merchandise was delivered on 09/04/and the customer purchased no additional coverage from us for an extension to their original one year warranty period (communicated by Bobs via the original sales invoice) We absolutely apologize for any scheduling error on our part that has caused our customer to experience any inconvenience Please know that at this time any service that we are offering to the customer at no cost is being done as an extreme courtesy since our business’s direct responsibility to this purchase expired in We currently have a service appointment arranged to occur on and will do our very best to aide the customer with the concerns being experienced very far outside of any warranty coverage period available thru Bobs

Complaint: [redacted] I am rejecting this response because: The sales man did in fact lie to me at the time of purchaseAs I said before, his statement of "you can take it home and stab it with a knife and have it covered" implied the plan covered more than it truly didHe stated it covered everythingNot once during our conversation did he mention what it did not coverAgain, he sold me something, and I got something differentIf I got what the sales man sold me, I would have a covered claimBut I do not have a covered claim because the sales man sold me a lie Sincerely, [redacted]

Good Afternoon Revdex.com- We are very sorry that this customer is regretting the purchase In this day of internet usage and posts it is very easy for customers to post negative comments Less then 3% of our deliveries are reported to have had concerns or failures Bob’s delivers approximately to deliveries a day We do recognize that our excellent record does not make those that we have failed feel better We do make every effort to try to make it right on every failure, every time Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

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 don't understand what they mean by giving me $by crediting my account because I don't have an open account with them It is sounding like they want to give me a store credit still As long as I get my $back I don't care in what form of payment I get it back but it will not be a store credit 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 We have already spoken with the customer and approved refund and removal of the mattress Memory foam mattresses are not the right fit for every customer This is scheduled to be picked up from the customer 6/29/16, we will process the refund back to Wells Fargo once we have completed the pickup Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com- We are very sorry if the customer is having trouble viewing the sales order It is available as an attachment to this complaint I have highlighted the areas that apply to this complaint We understand that the customer is requesting a refund but per our policy, signed at time of purchase, we do not have that option to offer The offers of reselection or exchange stand Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

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 [redacted] This warranty 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 warranty is through a third party company, [redacted] [redacted] covers the merchandise for accidental damages 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 We have reviewed the [redacted] denial The damage was not called in per their policy The customer did not report a single accident that caused damage; they reported several damages and reported that they did not know how the damages occurred We have reviewed the photos our technician took in the home in September and January We have attached those for review The glass and wood table is severally warped due to moisture on the top The tears in the sofa are from the piece being treated roughly The damages do not stem from manufacturing defects The support on the table being cracked was reported to us that the customer was moving the table and the glass fell through and hit the supports The customer told [redacted] that it just fell through Because this was not called in to them as an accidental damage the claim was denied The [redacted] covers the merchandise for damage resulting from a single accident and manufacturing defects This plan does not cover wear We have twice sent our technicians to the home The techs did not find any manufacturing defects We have attached the photos of the damages and the GPP handout given to the customer at the time of purchase which does clearly show what damages are covered by which company 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 us As all of our calls are recorded, I was able to pull and review this call I understand that this is a stressful situation for the customer and the details might have been missed, but the agent clearly states “No new delivery fee will be charged” At no time does Farrell offer to refund the original delivery fee When asked he does advise her that she will receive credit for the Goof Proof, to be applied to the credit so it can be used on the next sale The sound byte file is too large to be sent through the Revdex.com as it was a very long call, but if the customer would like, I can try to send it to them directly for their review 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 Tell us why here

Dear Revdex.com, We are sorry that you do not feel that the credit offered is adequate It is the only offer we are able to make The credit is in the system We hope that this customer will be able to find something that they will love having in the home Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Day Revdex.com, Please pass on our sincerest apologies for the inconvenience the multiple deliveries caused our customerWe can certainly understand the customer’s frustration We can offer this customer the option of have the bed assembled during the delivery of the rug on 5/28/ This has been added to the route in the event the customer would like it completed at that time I tried to call the customer 5/27/1:45pm the voicemail was full and I was not able to leave a message I have set up the property claim for the TV The depot will be reaching out to the customer regarding this claim This company, [redacted] , employees the team that made the delivery If this customer would like to call in to customer care regarding the possibility of having someone come out 5/27/for the bed, they can advise when the they are home and we can see if it is possible to get someone out, or the customer can wait and we can definitely have this completed when the team delivers the rug This customer is absolutely entitled to compensation for the multiple deliveries, missing merchandise and poor delivery We do only offer compensation one time, once the delivery is completed This compensation is offered as a Bob’s Gift Card I will check back on this customer when I return to the office Tuesday If I do not see that the customer has discussed and accepted compensation I will reach out at that time to discuss Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Morning Revdex.com- We can understand this customer’s reluctance to part with this set it is a beautiful set We do absolutely trust our service technician’s reports The tech did report to us that the set currently in the home was missing the center support leg, causing it to slightly cave in the center He had reported that we needed to order a new support leg to be installed This leg should have been installed at the time of delivery For this reason we have offered the reselection We can send out the center support leg to the customer, we have it in stock I don’t see in the account if this had been offered to the customer by the technician or the agent that took the tech’s report We would not be able to extend an offer of refund to the customer I can keep the credit open in the hopes that they are able to find another set that they love Kindest Regards, Tracy S [redacted] Corporate Customer Care Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com, While I can understand our customer’s disappointment it is reasonable to expect that when a business is already working outside of policy (that was provided and signed to at the time of sale) to honor a demand for refund, that same business would not provide a duplicate offer for compensationWe are compensating our customer by changing the guidelines we keep in place for all customers in order to make her individual concerns right Our greatest loss is and will remain loosing our customer’s trust in our business We thank the customer again for reporting her concerns so that we may grow as an organization and look forward to providing our customer with the satisfaction of the removal for refund Sincerely, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Complaint: [redacted] I am rejecting this response because:Complaint: [redacted] I am rejecting this response because:There was no accident, spill or TearThis couch is not even two years old and I live alone so this couch gets limited use and shows wear and tear of a couch that is years oldIf we cannot come to a resolution I will be warning people on Facebook and instagram to stay away from Bobs products since they do not hold up even when used minimally And customer service is terriblePhotos will not load Sincerely, [redacted]

Good Morning Revdex.com, Please let the customer know that I am sorry she felt my first response failed to encourage her confidence in us Per the [redacted] tracking number associated with this shipment the customer’s part order arrived to their door today (12.18.2015) [redacted] tracking number: [redacted] At this time we consider this concern closed as resolved Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com, I am very sorry for the disappointment you are experiencing with your bonded leather setI assure you that Bobs Discount Furniture cares very much to satisfy all our customers and we stand behind the quality of our products even after the expiration of our one year manufacturing guarantee period Bonded Leather offered the look of luxury at a much more affordable price point and as its name depicted, bonded leather is real leather that is adhered (or bonded) to a fabric backing with a strong adhesiveWhen this material became available from our manufacturers Bob’s like many other retailers believed it was just short of a miracle We have since found that many of our customers have experienced the adhesion has separated causing a bubbling or peeling of the top leather As this has affected so many of our customers we have made it our policy to offer a reselection to those customers that advise us they have this concern 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 100% of the original cost you paid for the [redacted] sofa and loveseat, this would be a reselection credit We will waive a new delivery fee and expect to pick up the [redacted] set when we deliver the new pieces Please reply back to the Revdex.com mediation service 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 I would also like to know if you can provide any details of the conversation you mention in your complaint As this is not our policy, I would like to know if the customer recalls when this conversation took place and the name of the agent that gave this informationThat is an opportunity for retraining Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Morning Ms***, Thank you for choosing Bob's Discount Furniture for your home furnishing needsGoof proof provides excellent peace of mind for most common types of in home accidental damage, when properly reportedI apologize if you have yet to benefit from the planYour most recent claim was denied because you reported that your child jumped on the sofa and broke the leg or frame; this is not considered an accident but rather preventable damage or abuseYour claim was denied on April 1, however; We (Bobs) ordered a new sofa leg from the manufacturer, free of charge on April 17, and you should expect to receive it within 6-weeksWe called you on May 11, and left a voicemail message updating you on the status of your part order If you should need assistance with the installation of the leg, please contact our customer care center to setup a part installation appointmentBob's Discount Furniture truly appreciates your businessThanks [redacted] **

Complaint: [redacted] I am rejecting this response because:While the immediate issue has been resolved, there is an underlying problem in the company's business processes has not been fixedTelling a customer they will have something in 72-hours, but then being given a run around is not acceptable for any legitimate companyFor the record, I FINALLY got the email containing my gift card information on June 2ndThis is OVER a week from the day it was submitted and well beyond the 72-hour time frame the company promisedLooking at the company's Revdex.com record - I am not the first, nor the last, to have a similar complaintI have used the $gift card I was provided to purchase a matching nightstand for my bedroom setGoing forward, I will no longer be patronizing Bob's Discount Furniture, nor will I allow anyone within ear's range to purchase from them without extreme protest Sincerely, [redacted]

Good Morning [redacted] We absolutely apologize that you are having issues with your mattress We have recently changed our policy on mattresses and staining It was in the past very black and white, if there was a stain, warranty was voided We do now honor the warranty if the stain did not cause the defect There are cases where a spill on the mattress breaks down the mattress material causing dips or pockets Due to the change in the policy I would ask that your submit photos to me, either through the Revdex.com mediation process or the photos can be sent directly to my email [redacted] *If the technician deems the defect is not caused by the stain the Factory warranty is not affected[redacted] *If the technician deems the defect is caused by stain the Factory warranty is voided [redacted] To move forward please understand that we require a minimum of four (3) pictures (in color) for each item that is an issueI have listed the requirements below to ensure our request is specifically notated: -Minimum Photos of the Mattress: - Picture that clearly shows the entire facing surface of the mattress, this way I can clearly see if the stains might have caused the depressions - Picture that clearly shows the damage at close range -Picture that clearly shows the damage at a distance showing the depressions, if you put a broom or mop across the mattress, I can get an idea of how deep the depressions are 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