Blue Ridge Travel

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 made in October and at that time the customer purchased the option of Goof Proof Plus 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, Guardian Guardian 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 misuse or abuse of the merchandise The customer filed a claim in December This damage reported on the claim was from the kids in the home riding scooters in the house The photos the customer sent in support that report The kids riding scooters in the house and banging into the furniture is not damage from a single accident This is preventable damage This is not something that Guardian would cover under the terms and conditions of the protection plan As for the leather fading or changing color, this will occur if the leather is in direct sunlight or near a source of high heat Leather, like all skin, must be conditioned to protect it from the elements In the photos, the pieces appear to be directly under and next to windows Kindest Regards, [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 [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

Good Afternoon Revdex.com- We are very sorry The customer had every opportunity in the store while selecting the merchandise to review the features on the piece The customer could have also not accepted the delivery of the piece Once it has been signed for, it becomes the customer’s property We are not able to offer to take back merchandise for a customer changing their mind 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 meMy only concern is that we only received headboard brackets, not the footboard Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: The bed broke in one incident of my wife getting out of the bed. We sent the photos in; I am not an expert but it appeared to break at the grain and sheared the screw. We do not do anything out of the ordinary on the bed. There is not reason it should have broken; especially in 2 years. All I was asking was a replacement rail so that we could enjoy the bedroom set we purchase [$1599.00]. I do understand that if the manufacturer does not sell this model anymore then they should at the very least provide the metal frame at no cost. We paid additional cost for 5 year protection and clearly it does not appear they want to honor this. Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:I paid a special fee for Breakfast with Bob's a delivery time of 6:30-10:00.I paid extra for this so that I could go to work and NOT lose a days pay.Bob's delivered at 4:14PM and I lost a days pay of $I needed to callBOBS times x to the store to get an answer during the dayNot once did BOB call me proactively, they only returned my call with ....After their program showed "delivered" did I call themThe first response to me when I called customer service was NO it SHOWS delivered.Then Oh let me call you backOh it will be there before 11:I called at 11:You should receive it before noonI called at 12:Truck broke downWe will call you with in the hourAt 1:( and now losing a full days pay) I called the store spoke to the lady store manager, "She would get back to me" She called back and said that the truck broke down and they are trying to get another truck.I called again 3:asking CS when I would get a deliveryThey said with in an hourAt 4:the truck pulled up.As for the excuse of the product was delivered and there fore no refundI say FAULTY ADVERTISINGI say POOR/TERRIBLE Customer Service as to not even calling the customers proactivelyOn the truck the drivers said there were another three deliveriesDid anyone at BOBs call to let anyone KNOW? It would take maybe four phone calls to the customerSaying....As for the delivery feeTHE lady store manager at [redacted] , [redacted] said that she would credit the delivery because they did not deliver on timeNow I am hearing that they will not at least credit to my credit card the delivery fee.So for me to be a Bob's customer, Along with a pay check of $400, plus delivery fee, PLUS a BIG change in Customer ServicePlus a phone for the delivery truck to call ahead to the next customer so they know their product is on the way Sincerely, [redacted]

Dear BBB, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with us. We are very sorry if the agent handling the call did not represent Bob’s in a professional manner. While we would not be able to offer a... refund on this piece, it has been in the home since February and has not been determined to have a manufacturing defect. We would be willing to offer a Bob’s Gift Card for the amount of the purchase which was $60. If you accept this offer we will have the gift card processed and emailed to you at the email address on this complaint. The bed frame can then be kept or disposed of. Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Complaint: [redacted] I am rejecting this response because: The correct reply would be: after multiple fail calls for help waiting over mins on hold with no one picking up the phone and calling the store and the store just transfer to the 1- finally got someone on the phone weeks later that just said to bad you took the furniture nothing we are going to do for you and then talking to the Manager at the 1-saying the same thing sorry it’s yours now and the manager at the 1-said “ Bob’s don’t care if I say we need to hire more people so customer don’t have to wait over mins on hold with out anyone picking up the phone “Per you owe management telling me that Bob’s don’t care if customer don’t get someone to pick up there phone call that would be the right replyThe only reason I got the call that I did cause the credit card got involved and even the last lady that did take the return said I only deal with credit card issuesSo if I would have cash I would have never even got to the right person to take care of the issue You say that in your reply then it will be a true replyCheck your record calls you will here your own manager at the 1-say that they don’t care if I say need to hire more people and talk to your manager at the store I talk to tell me they have to wait sometimes over mins to get someone at the 1-numberThen it will be a real reply and not a generic statement Sincerely, [redacted]

Good Day Revdex.com, Please pass on our sincerest apologies for the inconvenience the damaged merchandise and multiple phone calls caused 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 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 usWe have resolved the original concern and delivered the customer the merchandise originally expected in good conditionAt this time any additional accommodation we feel adequate to offer to the customer is a form of our apology and at our internal discretion While it is not procedure to so we do recognize that we have failed our customer and we have already made an exception in this case to work above our compensation guidelines and policiesNormally we offer any additional apology amount in the form of a Bobs Discount Furniture Gift Card and in this case we have already approved our apology amount to the customer in the form of a refund We do not offer apology monetary amounts based off of any one individual’s time and we are unable to offer a discount off of factory fresh product that stands in the home in good condition Our records indicate that Courtney made an appropriate offer in the amount of $as an additional form of apology on Due to the extreme disappointment our customer is expressing we will upgrade our offer one final time to a $refund to [redacted] *** We again apologize to our customer and while it is at their discretion to accept this additional courtesy from us we do hope they can see the value in our offer Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Complaint: [redacted] I am rejecting this response because: if Bob's had to cancel an appointment due to weather, it should not be up to me to rescheduleBob's should have called me to reschedule as they were the ones who cancelledso I should take time out of my busy day to spend an hour on hold waiting to schedule an appointment that they had cancelled in the first place? Secondly, what does it matter how much time was between the first appointment and the second? The frame was still as much broken beyond repair at that time as it is nowif your warranty states that, and I quote, "A defect is a failure in these materials or workmanship during the guarantee periodExamples include, but are not limited to: Splitting or cracking of solid wood, separation of seams in upholstery, and failure of reclining mechanisms – including motors." than why are you not covering the "splitting or cracking of solid wood" on my furniture? We are two peoplethis furniture broke at the frame by not even using it to its full capacity within the time frame of not even two yearsclearly this furniture was not made with quality materials Sincerely, [redacted]

Good Afternoon Revdex.com and Neysa- 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 guarantee period 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 over three years and in that period our records indicate that you have not reported any issues to us before nowThe Bobs warranty on your merchandise expired over two 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 careAs with most protection plans the [redacted] Plan purchased does not cover wear and tear this courtesy option is not in relation to the plan purchased as it is being offered to you by Bobs directly 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 60% of the original cost you paid for both the Sofa and the Loveseat from your ‘Apollo’ setThis would be a store credit of $In 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 Or we can offer a credit to keep the set in the home as is with no warrantyThis would be $offered back to your original form of payment [redacted] or as a corporate check Please let me know which of these options 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, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Revdex.com: Thank you so much , I've just contacted the store they stated that they will contact you , because they don't see anything in their system regarding this refundI provided them with your name and titleHopefully this will all get squared awayAgain your store representatives were amazing , but please I beg you to work with your customer support teamAnother attempt was made to get the bed fixed by a tech named Singh who was absolutely amazingUnfortunately he was unable to rectify the issueThanks again for understanding God bless 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, Jonathan V***

the window for delivery was between p.mand p.mthey showed up at 1:p.mthe drivers were lucky I was home or else I would have rejected this proposalI am including some pics of scratches that the delivery team made and I have not heard back when someone is going to fix thisI have gotten a cold for $get the scratches fixedI was told that the whole room will need to be sealed again and that's only the spreads cannot be fixed because it will not match the finishI do not see how a Bob's gift card will fix my scratchesThe resolution I prefer is compensation for the scratches and all the heartache we have dealt with.Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11721063, and find that this resolution is satisfactory to me Sincerely, [redacted] ***

Good Afternoon BBB- We understand the customer’s concern. We are willing to cover the cost of the frame, if the customer is willing and able to assemble this themselves. We will have the frame sent to the customer via ***. We sent the plates to the customer almost two weeks ago, so those should already be in their possession. If the customer accepts this offer, please have them respond to the BBB that they accept and I will create the paperwork and have the frame send via ***. Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon BBB- The customer received a full refund on the delivery fee due to the issues with delivery of the bunkbed. Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Thank you for providing the photos of your sectionalI was hoping to see signs of either nail polish or drippings of the nail polish remover, unfortunately, I did not see eitherThe cracking and peeling is very apparent and common amongst bonded leather productsMost of the furniture we sell has a one year manufacturer warranty however; we have extended the warranty from one year to three years on bonded leather merchandiseBased on the information you provided, the damage happened on or around May 8, 2015, nearly years after delivery; therefore there is no warranty in place that would allow the replacement of the furniture Your goof proof claim was denied as the accident you reported was not reflective of the damage.I understand your request for a replacement however, I am unable to oblige based on the reasons listed above As a courtesy I can offer two alternate options;1) Issue a $gift card to be used toward the purchase of a new living room set2) Refund 20% of the original purchase of the sectional- $239.80It is my hope that you understand our position and find one of the above options acceptable.Thank you, [redacted] ***

Complaint: I am rejecting this response because: II am not going to continue going back and forth with a bunch of liarsI have already reached out to an attorney to pursue this situation.Best of luck to anyone who purchases from themThey will never receive any business from me ever again Sincerely, Richelle Hawkins

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 Morning Revdex.com- We are very sorry for this customer’s delivery experience We do expect our delivery teams to conduct themselves in a professional manner while in a customer’s home I do see that we sent the technician to the home on May 25th He touched up the marks on the bunk bed After the service William spoke with one of our agents and confirmed the touch up was completed and he was satisfied When Danielle saw the work, she was not satisfied so we replaced the bunk bed on June 18th On June 18th the customer called in that there was a seam separation on one cushion Normally this would be a job that a tech would complete in the home in just a couple of minutes The customer refused service and we have ordered a new casing We are sorry that this customer has not been completely satisfied with the options that have been presented to them, we do offer service first always, this is our policy and is stated on the last page of every customer’s sales order When a customer refuses this option, the agents must then get approval from a supervisor to offer a different recourse; this unfortunately will cause the long phone calls the customer has endured We have offered compensation for the poor performance of the delivery team, which has been accepted and we have gone above our standard policy on replacing pieces the customer was not satisfied with We do not offer an additional discount on merchandise that is showroom quality At this time the only outstanding issue is the part order for the seat casing We would not be able to offer any additional recourse at this time Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com- We are very sorry for this concern It does not fit with our core values or business practices We are very sorry that the customer was left feeling frustrated and unhappy While we understand that this will not erase the experience for this customer we would like to offer a token of apology We will have a $credit applied to the customer’s account We thank the Revdex.com for bringing this to our attention Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture