Blue Ridge Travel

Good Morning Revdex.com, Please consider that this customer entered into a financing agreement with [redacted] directly and Bobs Discount Furniture provided documentations and expressed this in writing at the time of saleAny amount of interest or financing charges is not under the discretion of Bobs Discount Furniture to charge or removeThe customer did have possession of this merchandise for a certain amount of time and [redacted] may consider this a necessary reason to charge interest on the itemsThe customer would need to speak to the financing company directly for further information on credit reporting and interest charges as Bobs Discount Furniture is the retailer, not the financing company Also expressed to the customer at this time of sale were our guidelines for refunds and cancelationsThe sales invoice clearly indicated to the customer that as a business we do not permit any return for cancelation of merchandise once the merchandise has been accepted into the customer’s possession I was able to learn that this customer has submitted a dispute to [redacted] ***, this dispute has been closed by [redacted] *** The findings of this dispute will be sent directly to this customer if they haven’t already been received We apologize to this customer, but we are not able to intervene in a contract between the customer and the financing 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 delivery experience with usI see that this customer has already spoken with my colleague and it appears the customer will be working closely with Jennifer 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 Tell us why here

Good Afternoon Revdex.com- We are very sorry that there was any misunderstanding while in the store The salesperson obviously thought that this was going to be a purchase The salesperson would not have invested time in the process if they did not believe the customer was looking to complete a sale We are sorry if that was not the intention The order has been canceled Sincerely, [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Complaint: [redacted] I am rejecting this response because:There are a few errors in the company's response to my complaint Since they have now disclosed that the conversation was recorded they should review the recorded conversation and they will find the following: The item was discounted and was in stock even as they were attempting to refund the purchase In fact the associate I spoke to noted in the conversation that the item quantity went down by one There were more remaining Secondly, the associate on the phone did not try to find a resolution Thirdly, the money was taken from my account and the person at the store said they it could take days for the refund to occur since it has to be reviewed by the companyLastly, I am not concerned about someone tapping the phone line and taking my credit card information but I am concerned that a person a store has to write down or type in the formationIt needlessly elevates the risk of fraud Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: They need to send a tech out to look at the chair, that's what they usually do after looking at the picturesBut then again, I was told the pictures would do me no good Like I said , I did my part, Called, filed a claim, took pictures on July 11thWas told I would here from them to hrsNo call or emailCalled July 15th, basically was told there was nothing they can do, I was stuck with the merchandiseAfter being treated so rude, I will never shop there againThey can send a tech out to look at the chair, which is a defectIf nothing is done I would like my $backIt seems that this [redacted] doesn't apply to anythingWhen Bob's is selling you this plan may be they should explain to the consumer what it doesn't cover I deal with the public everyday, worked in retail , this is a very poor way to handle a problem, especially in today's economyThank-you Sincerely, [redacted]

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 The customer is considering our offer and can 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

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] I was notified today from a representative from property claims at Bobs that they'll will reimburse full amount of my sofaThank you

Complaint: [redacted] I am rejecting this response because: I do not appreciate the response I received that disregards my original complaint and denies any fault in the furnitureMy recliner does not recline as it is supposed toYour technician acknowledged the problem and determined that the solution would be to replace the reclining mechanismFor you to insist that the is "no defect present within the chair at all" is absolutely ludicrousIf there was "no defect" then why did [redacted] in your customer service department attempt to sell me a new reclining mechanism? Look, we just want a recliner that reclines as its supposed toWe purchased the year extended warranty to ensure that we would have furniture that functioned as it is supposed to for at least yearsWe do not want to spend any extra money on Bob's Furniture at this point just to have something that we were promised from the get-goPlease either repair the chair we already have or allow an even exchange of our broken recliner for a new one that reclines properlySincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: "wear and tear" is a convenient phrase to not live up to factory defects which are covered by "PLUS COVERAGE" protection that they charge extra for.A sofa and chair should last alittle longer than almost 1/years under "wear and tear" Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:I am not frustratedIt is clearly a training issue on Bobs DISCOUNT furnitureIt appears that they are told to sell it to the customer as an add onSeems like by any means necessaryI am not a fool and I know what was told to me when I spent the thousands of dollars with themI will never spent another cent in BOBsInstead of trying to satisfy a customer they rather defend the poor training of their staffEvery piece of furniture I bought has some kind of defectI will spend my money elsewhere and encourage others to do the same Sincerely, [redacted] ***

Good Afternoon Revdex.com- On when the customer spoke with Lead Jami she was offered the option of having the piece in the home picked up for a refund or proceeding with the scheduled delivery of the second piece on Jami explained to the customer that the maximum she would receive as a refund to her MC was the delivery fee That was made clear in that phone call The customer could have accepted the offer to have us pick up the piece in the home for a refund knowing that the compensation would only be $ Compensation is not a requirement That is offered as a token of apology Bob’s has already gone outside our policy in offering the compensation as a refund Asking for half of the order is not a reasonable request Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Complaint: [redacted] I am rejecting this response because: While we appreciate the offer to refund 40% of the purchase price we must reject the offer until we have clarification on:The actual amount being offered.We also wish to have the amount of warranty refunded as we were told by the associate that it covered ALL states and included stains, rips, tears, spills and cracking and peeling and we have now noticed the cracking and peeling option ( known as "d" under specific coverages) was omitted from our purchaseAlso nowhere in said warranty does it state that to use the warranty the purchaser must be local to a bobsAll states means all statesWe asked about a replacement in the event we were not local to a Bob's and were told the amount of the damaged item could be applied towards the purchase of a new item at a comparable priceWhile we respect that you have a business to run, we have a family to run and driving miles round trip to pick out a new set and then driving another round trip to pick it up when it comes in is not feasibleAs we told the associate that we were moving (and to where) it should have been mentioned that we would be responsible for that drive if we needed a replacement and honestly should never have offered the warranty knowing it couldn't be enforcedWe would also like to ask for at least 50% of the TOTAL purchase price (plus warrnty in full and including taxes and fees) to be returnedWe have been told that the set it question is one no longer ordered by Bob's due to the amount of issues like the ones we are currently havingThe set may be years old but no one intends to only have furniture for years We purchase furniture based on price and durability during movesAs a military family with one income spending $1200-on furniture every 2-years isn't feasible, especially when that furniture should last and we have a warranty! Also, the original method of payment cannot be refunded as the card was compromised and we have had to get a new accountWe are not comfortable giving out our account information so we will need any refund remitted to be in check form Sincerely, [redacted]

I had a delivery scheduled for Saturday, March 4th and they did bring the bedroom set however the delivery team did not have my carpet that was needed to be set under the bedroom furniture I therefore had them call the customer service department due to this and they told me they could have the carpet delivered on Sunday the following day and I got that statement from them over the phone I called on Sunday morning to find out the approximate time to expect delivery and was told I WOULD NOT be getting it delivered because they don't deliver on Sundays or Mondays in my areaWhen I accepted the option of a Sunday carpet delivery and furniture assembly, I did not want to accept one of the items due to being told it would not fit in my bedroom I requested it to be taken back that day but the company told me the next team would be able to remove my old mattress and take back that furniture item I was later told by another repthat once I signed for the items I could no longer return anything I had to argue with several more repsin order to demand they allow me to return the unopened boxed media chest due to being promised by another person I could return it I complained then about how unacceptable it is to have been told my another company customer service representative and promised delivery when that wasn't even an option I was left with all the boxes of furniture throughout my apartment for days until the 4th delivery team could finally assemble the furniture and lay the carpetNot to mention, they placed several boxes upside down and some boxes had external damage to them but thankfully the furniture was not damaged In between, I had many phone conversations with several different employees of that company who were less than sympathetic and expected a simple "I'm sorry" to be enough for all the problems I had with their service They also delivered two incorrect items in my order which were twin mattress protectors instead of the ordered two queen pillows and had to wait for them to be delivered by the team that brought my carpet When my carpet was delivered on the Tuesday and I expected furniture assembly by them that day, they said they were only told to deliver and lay down a carpet and therefore they could not stay to assemble the furniture I had them call the office at that time so I could let them know they once again messed up and I had to take time out of work to be home for the expected but once again, not received services that was supposed to take place the previous Saturday They then stated that a team of two people would be at my home on Wednesday to assemble the furniture I explained how unsatisfied I was to now have to take more time out of work for their mistakes to finally get my furniture assembled and have a bedroom and home free from clutterOn that Wednesday, two men arrived and told me they were only given a minute time period for my assembly which they could refuse to complete for a piece bedroom set assembly but they agreed to do it for me after hearing all I had been through since the expected date of assembly was days prior I asked for some compensation for all the inconvenience and frustration I had been through due to their mistakes and all they wanted to offer was a $gift cardI told them that was unacceptable to which they then said all they could offer was a gift card worth half of the cost of delivery about $ I am just baffled and feel it is important to document this so they don't continue to treat customers this way They are very inconsistent and have policies which seem not be known by all employees Sincerely, [redacted]

Good Afternoon Revdex.com, While we apologize to our customer for any disappointment they have experienced while using their protection plan this dispute is in relation to a claim for service through an entirely different business ( [redacted] ) In an effort to ensure our customer’s claim was handled fairly I was able to obtain the denial reasoning and photos of the damage in reference to this claim Please see the attachment showing the pictures of the damaged item and the report for denial that was provided in a letter by the [redacted] company The claim was deemed ineligible for coverage and [redacted] provided the customer with their reasoning in the copy of the letter I have also attached for your review [redacted] has the right to deny claims for coverage under their own guidelines and has presented enough evidence to us to support the claim being deniedWhile we truly wish we could, we are unable to force another business into overturning a claim Bobs Discount Furniture’s responsibility under the Goof Proof Plus Plan purchased relates to concerns of manufacturing defects (this is outlined on several pieces of documentation provided at the time of sale) and this damage is clearly not related to a defectI apologize again that we have no further recourse to offer this concern directly at this time Kindest Regards, Stephanie [redacted] G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Day Revdex.com, We are very sorry for the customer’s frustration Our policy is clearly posted on every sales order, reviewed and signed at the time of purchase Our policy is transparent in the steps we will take to correct any manufacturing issues We offer parts and service first, if parts and service can not correct the issue or are unavailable, we offer exchange or reselection The customer has been set up for a reselection We stand behind the offer of reselection Kind Regards, Tracy S [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, [redacted] ***

Good Afternoon Revdex.com- We are very sorry that this customer is not satisfied There is no warranty that covers preference Furniture industry standards expect that over time, up to a 30% loss of density is normal, up to manufacturing standards We would not be able to assist with the part purchase as this is not a manufacturing defect and is not under warranty any longer The tech did not find there to be any manufacturing defects He found there to be the amount of wear expected in a set that has been used for over four years The manufacturer that makes the [redacted] set does have an extremely comprehensive warranty The warranty is expired Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

[redacted] I am rejecting this response because: I still have not received a refund of $promised to me by Bob'sUntil I receive that refund I DO NOT ACCEPT the response Sincerely, [redacted]

Good Afternoon Revdex.com, Please pass on our apologies to our customer, we care very much for all of our customers and seek to resolve any merchandise concern(s) in a manner that is fair and adequate with respect to warranty coveragePlease note that the merchandise cost for this set totals at $1,(including ottoman) per the customer’s original invoice Please see the attached pictures (Pages) that we have included for your review on this claim These pictures were taken by our technician who visited the home on and explicitly show several spots of in home damage present on this sectionalWe do apologize to our customer that we are unable to take responsibility for damages that are caused completely outside of our controlBobs Discount Furniture offers direct coverage against manufacturing defects under the protection plan and these markings (that are away from the seams) do not stem from any defect in the workmanship of this product The photos also depict that the toss pillows (accent pieces that we include with this set) have areas where the seams are coming apart or the material is frayingThe customers account reflects that we spoke with the customer and set up a part order for three new toss pillows in order to rectify this concern As a business we have directly resolved the manufacturing concerns with the toss pillows, we are unable to offer direct coverage for customer caused/accidental occurrences of damage Kindest Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

Complaint: [redacted] I am rejecting this response because: It is my right as an American citizen to be able to move wherever I please across these United States and this is an infringement upon my basic civil rights I had to move from the region because there were no jobs in the area and I had to move to procure employment The quality of the furniture and wherever it is located in these United States has nothing to do with one another I provided pictures to the company the clearly and vividly demonstrated the uneven wear and collapsed memory foam It doesn't take an inspector coming out to my home to see that the furniture is substandard If Bob's would like to they can arrange to have it removed from my home in [redacted] and shipped back to their store in Pennsylvania where I purchased it from My problem is that if this furniture is showing such incredible uneven wear and is so uncomfortable and aesthetically unpleasing at a little over months old(and still under factory warranty) what is it going to be like in year, years, years down the road? I have repeatedly asked why the manufacturer of this substandard furniture cannot be brought into this complaint since it is their poor quality furniture that is in question? I will not and am not going to pay for furniture that is going to fall apart within months of purchasing it 30% off of furniture that is virtually worthless is no consolation to me I want it removed from my home or can come to an arrangement with Bob's to have it transported back to their store in Pennsylvania if they pay the price of the tow uhaul and the gas money Sincerely, [redacted]