Blue Ridge Travel

Good Afternoon Revdex.com- We are very sorry for the concern reported here The customer is not within our delivery area The pickup was completed and the customer reached out to us to report that there was damage and a part order was placed As a retailor, not a manufacturer, we do not keep the parts in stock, we must request the part from the vendor that manufacturers the piece This particular vendor normally requires 10-weeks to fulfill a part order When the vendor ships the part to us we can ship to the customer We did receive this part in The part will be shipping within business days The part order was placed on March 13th We apologize that this order has taken over two months to fulfill We did offer the customer an exchange or a full refund The customer would have to bring the merchandise back to the location they picked it up from for either option Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon Revdex.com- We are very sorry We have been in communication with the depot and they have stated that the details of the claim do not match the damage As we do not have any access to the information the depot has we ask the customer to forward to us for review photos of the damage to the door and the estimate We will review this claim internally and see if there is any resolution we can offer Sincerely, Tracy S [redacted] Bob’s Discount Furniture

Good Afternoon BBB- We have reached out to this customer directly with an offer of resolution. We hope that the customer is considering our offer. We are very sorry that they are no longer please with the purchase that they made. Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Morning BBB- We are very sorry that there are outside extenuating circumstances in this customer life, as this are not part of this merchandise issue, we can not take them into account in our decision making process. If the merchandise had manufacturing defects, we would be offering recourse. The customer called into us for the tech to come out for flattening/sinking cushions. When he got to the home, he found extensive customer caused damages. The merchandise has been treated roughly. He found no manufacturing defects. We apologize to our customer that we are unable to take responsibility for damages that are caused completely outside of our control. 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 as long as the Exchange will be with a brand new Sofa Sincerely, [redacted] ***

Good Afternoon [redacted] We are sincerely for the several issues represented in this complaint We absolutely believe you are entitled to be refunded for the bed protector you already returned We will absolutely process the refund 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 Visa [redacted] If this card is no longer in use, please go to a Bob’s store with a photo ID and a different card Once this is completed and the credit card number is entered into the transaction the refund should process back to you within 5-days Anytime after 10am and before 9pm Dial ###-###-####Press the number one (3) on your keypad when you hear Bobs voiceWhen 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] At that point they will take the credit card information and complete the processing Kindest Regards, Tracy S [redacted] Corporate Customer Care 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 would like to thank Tracy S [redacted] for her help in resolving this matter Sincerely, [redacted]

Good Afternoon ***, I sincerely apologize for the inconvenience the availability of your merchandise has caused youI can understand your frustration at not having the merchandise available immediately and I truly wish we could get this merchandise to you sooner I understand completely wanting to keep the complaint open until the delivery and set up are completed If you still remain unsatisfied after your merchandise has been fully received we can revisit your account and discuss what option we may have to accommodate you further Again I truly apologize for the inconvenience this experience is causing you and that you are still waiting on the furniture you purchasedIf there was anyway to get the merchandise to you sooner, I assure you that we would take that route immediately Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Morning Revdex.com, We are very sorry for the delivery not being completed on the first scheduled date The team reported to us that they knocked on the door and they were told by the young man that they didn’t know anyone by that nameThere are two possible explanations Maybe the team was at the wrong home or maybe a resident thought it was funny to send the team away With there being a chance the failure was on the part of Bob’s we will offer compensation for the missed delivery We took many steps to ensure that this would be completed yesterday This delivery has been successfully completed at this time At this purchase was paid for with a Gift Card, any compensation would be in gift card form Normally we offer any type of additional apology in the form of a Bobs Discount Furniture Gift Card because as a business we understand the importance of earning our customer’s trust back and proving to our customer that delivery failures are not part of the daily operations that have helped us grow to be the 15th largest furniture retailer in the U.SWe also wish to provide our customers with a tangible item as a further form of apology rather than just committing to the act of pacifying someone with a monetary amountShould the customer wish not to provide us with another opportunity to deliver merchandise we can understand the reasons why in this scenario and have several cash and carry items that can be taken from our Showrooms or pit locations as our free gift of apology As a token of apology for the missed delivery we will offer a gift card in the amount of $for the failed delivery If the customer would like to proceed, they can reply that they accept and we will process the necessary paperwork Kindest Regards, 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 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 We are very sorry that the cord somehow was cut by the chair We have already sent the new controller and had it installed We would not be able to offer a reselection for preference at this time We understand with what occurred why the customer would like to upgrade to a cordless remote chair We are not able to offer a reselection based on this preference We do honor of warranty with parts and serviceKindest Regards, 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 mePlease note however the sales associate that processed my cancelation explicitly told me to days not as referenced in Bob's responsePerhaps Bob's should do a better job of training staff on processes to avoid similar complaints Sincerely, [redacted]

Good Afternoon Revdex.com- We certainly apologize that this customer is having difficulty assembling the pieces to their new set The terms the customer is referring to “RFS and LFS” are right side facing and left side facing This refers to standing in front of the piece not as is you were sitting on it We do list it that way for assembly teams and techs, as they would not be sitting on the pieces That may clear up some of the assembly issues that this customer faced As this customer chose not to pay for delivery and assembly we have no way of knowing if the pieces are defective or assembled incorrectly, so we must have a tech go out to make that determination for us If our trained delivery teams had made the delivery and assembly they would have reported to us if there was a manufacturing defect and resolution would have already been offered We have no idea as to the customer’s knowledge on furniture assembly We do have to wait for the tech report to be able to offer any resolution I have attached a copy of the customer’s original sales order as well as the Goof Proof insurance policy for the customer to review It does clearly state on the sales order that merchandise, once accepted is not eligible for a refund The Goof Proof insurance shows what is and what is not covered If the customer choses to cause damage to the pieces, or has damaged the pieces in the assembly process, this would not be covered under this warranty Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with us Regretfully I am unable to locate any account information that matches this consumer’s complaint within our internal records I have looked under the name, phone number, and address provided here and find no account 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 purchase If 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

Good Morning Revdex.com, We are sincerely sorry that this customer is experiencing issues with the merchandise that they purchased from Bob’s I see the purchase was delivered in April of At the time the sale was created the customer purchased [redacted] *** This gave the customer five years of protection from accidental damagesThe warranty for manufacturing defects was one year This customer is considerably outside of the one year warranty We sent a service technician out to the home on 3/8/ When this was set up, it was made clear to the customer that this was a “Best Effort Service” We were happy to send the tech to the home to repair whatever might be able to be repaired, but it would not include parts or replacement This was again explained to the customer after the service was completed In an effort to ensure our customer’s claim was handled fairly by [redacted] I was able to obtain the denial reasoning in reference to this claim [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 claimNone of the issues were reported to [redacted] as verifiable accidents, for each damage, the customer answered that they did not know how or when the damages occurred The customer admitted they were outside the policy limits for reporting damages As this customer is far outside the one year warranty and we have already had a Best Effort Service appointment, we are not able to offer any recourse to this customer Kindest Regards, Tracy S [redacted] Bobs Discount Furniture, Corporate Customer Care Liaison

Good Afternoon Revdex.com- We are very sorry that this customer is dissatisfied We see the pieces have been in the home for two years and no other issues have been reported to us Bob’s is responsible for the manufacturing side of the warranty This is not a manufacturing defect It was not called into [redacted] as damage resulting from a single accident That is what [redacted] covers It would not take [redacted] long to determine that it would not be covered, it was not called into them as an accident Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com, We are very sorry that this customer is having difficulty understanding If they had any questions they certainly could have reviewed the policy with the store before signing the sales order and completing the sale It is clearly stated that you can only receive a refund before you take possession of the merchandise After delivery we are happy to discuss other available options, after delivery a refund is no longer an option We see that the new merchandise was delivered into the home 4/12/ We hope that the customer will be happy with the new delivery Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] I will call Bob's today and provide the credit # for the refund Sincerely, [redacted]

Good Morning ***, 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 Your account indicates that you have not spoken with Bobs Discount Furniture directly to seek resolution for your concern and I further apologize for any frustration you experienced while seeking protection for this concern under the accidental protection plan you purchasedThe material makeup of all of our living room furniture is displayed (every day) on the placard we keep in front of every setWe disclose the Guardian portion of your protection plan being available to accommodate coverage on most in home accidents on our customer’s sales invoice and by way of the trifold we hand to each and every customer at this time of purchaseWe also take initiative to ensure our customers who purchase from the web have this information available for their review as well Bobs Discount Furniture does not advertise and we have always worked diligently to ensure transparency for all the products we sellI have included the sales line up sheet that was displayed in front of your product for verification of this I’m does trouble us that you feel you haven’t received the appropriate response to your concern and we would certainly like to help you move forwardAs a consumer myself I do feel it important to provide an overview of bonded leather so that in the future you understand its value provided its price point in comparison to top grain 100% leather (we do also offer 100% leather merchandise at a higher price point as we believe in offering continued quality, choice, and value) 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 backing Bonded 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 We truly appreciate you as our customer and want to help you move forward in any way we can As this set has been in your possession since we request that you send thru photos of your concern for our Service Department’s review You can send these pictures via the Revdex.com channel you have opened or you are welcome to reach out to me directly with these pictures by email at [redacted] Please send thru a minimum of three photos that display your merchandise in its current conditionOne photo of the concern at a distance, one photo of the concern(s) at close range and once photo that depicts both pieces you have (sofa and loveseat) in their entirety Once your pictures have been reviewed and concern verified, we will respond with what resolution offer we are able to provide you with Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry for the delay in having this rectified The customer has been offered a reselection credit 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] ***