Blue Ridge Travel

Good Afternoon Revdex.com, We stand behind our technician’s determination of cause and the validity of his report regarding this mattress concernBobs Discount Furniture handled this mattress within our warehouse until the time the customer picked it up in December of At the time of pickup the customer or their representative, signed for this mattress as satisfied with its conditionAs the service address differs from that provided to us on the original sales order this sheds light on the perception that this mattress could have been handled for a move more than once (by the customer) since the initial transit they took responsibility for when leaving the pick up locationBased on the reporting time of damage and the pick up slip being signed as satisfied by the customer it is very unlikely that Bobs damaged this mattress in handling Regretfully we are unable to provide a replacement under the warranty as no defect is present and the manufacturer of this product requires a defect to be present in order for the warranty to be honoredAs a retailer we are doing our best to reach out to our customer with a consideration As a final courtesy offer we can upgrade our original Bobs Discount Furniture Gift card offer to 75% of the original cost paid towards the mattress I have listed the outline below for their reviewPlease instruct the customer to respond to us thru this Revdex.com channel if they find this offer satisfactory and we will have the gift card mailed to the address we last serviced the mattress at Original Invoice shows mattress price as $ 75% of $= $ Bobs Discount Furniture Gift Card for $(if accepted) can be mailed to: [redacted] We do hope our customer can understand our position as a business and see the value in our offer of consideration Thank You, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

Complaint: [redacted] Revdex.com:I tried calling Stephanie back last week and there was no answerI left a voicemail, but have not received a call backSince filing this complaint, I have received my bed frame, but I still have not received a refund for my delivery chargeThe status of repairs done to damage during delivery is halted as I wait for the property management company to give me a quote for the repairSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

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 9/16/and at the time of purchase, the customer purchased the option of [redacted] *** *** 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 There is no aspect to this coverage for preference Please see attached photos the tech took They show that the piece is made with unattached back pillows The customer has stated to the tech and also to Bob’s agents that they are concerned for the child jumping on the pieces and getting hurt We are very sorry, that is a concern but it is not a manufacturer’s defect The customer chose a set with detached pillows There is no defect, no design flaw It is made with a wood frame that you cover with pillows, as seen in the pictures We did, as a courtesy, order extra pillows from this set, to try to add padding for the comfort of the family Those courtesy pillows have already been sent to the customer Kindest Regards, 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 We were not able to reach the customer We did leave a detailed message, we hope the customer is considering 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, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with us I see that this customer has already spoken with my colleagues We have set up the reselection and the exchange that the customer has requested 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

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their service experience with us I see that this customer has already spoken with my colleague and it appears the customer will be working closely with Melissa to rectify the situation and reach a satisfactory outcome The exchange of the mattress is scheduled for 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

Complaint: [redacted] I am rejecting this response because: As I stated before the cleaning companies will not guarantee that the process they would attempt would not change the color of the carpetIf the further damaged the carpet with chemicals fading the color then they would be responsibleYour manufacturer of the product still has not called me for anythingI know that when I purchased my car and their was a problem with it and I brought to the dealership they fixed it and were reimbursed through the manufacturerIt's a really a common practice to stand behind what you sellBut customer service is not something that Bobs Discount furniture takes any pride in as I sit with my damaged carpetWondering how this absolutely embarrassing experience will lastAll I'm asking is for you to do what's rightYou did not inspect the product before you delivered itThat is on you and you alone.As I stated before this is unbelievableYour company has the gall to email me every single day to sell me more chances to purchase their products that they are not responsible forBut they can't call or email me to settle the damage they did to my home Month four and no ifea on their side on what to doGreat companyI wonder if Bob knows what a bang up job you guys are doing Sincerely, William S [redacted]

Good Morning Revdex.com, This customer’s account indicates that the merchandise with alleged concern was removed from the home on I have updated the commentary of order number [redacted] that this customer has been approved for a refund after the pick up fully finalizes in our system (since the merchandise was picked up on a Saturday the return process does take a few business days to fully finalize into our MD warehouse) We suggest the customer contact their retail location to have this refund paperwork created and processed on Wednesday As we were not provided with a proper opportunity to inspect this merchandise or verify the allegations listed here, we maintain that we are working above and beyond policies set forth during the time of sale to please this customer as an individual Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Morning Revdex.com, Please pass on our sincere apologies for any miscommunication or confusion that occurred during the delivery on that caused our drivers not to remove the old mattress as intendedWe must maintain a certain amount of confidence in our delivery team’s ability to determine if a wet mattress that has been left to the elements is actually safe to place on their vehicle along with other customer’s new merchandiseOur records indicate that our Customer Care Team provided the customer with the best service they could provided this unique concernWe spoke to this customer several times on (yesterday) and offered the customer a $Bobs Gift Card as an apology for the missed mattress pick up and even offered to escalate their concern internally to a higher representative Please note: that any agreement for a higher representative to follow up should be considered as met at this time as the customer has selected to use the Revdex.com mediation services and we are now responding solely thru this channel as one organization The customer’s account also shows a notation that on the day of the initial delivery (12.24.2015) they accused our driver of consuming alcohol in their home and later called back to recant and apologize to us for this statement as our delivery driver actually refused the alcohol the customer was offering to himThis is relevant information because there was clearly activity going on during the initial delivery that the delivery team wished to avoid by exiting the residence after they completed their actual delivery of merchandiseThis may or may not have contributed to the driver leaving before taking the old mattress however it is a relevant fact that deserves attention on behalf of this unique concern We apologize again that we are unable to remove a mattress that has been exposed to the elements and as our business did not instruct the customer to leave the mattress outside we are unable to take ownership for the actions of the customer in this caseWe have tried to offer the customer a token of our apology for the inconveniences this concern ultimately causes them and will upgrade our original offer ($Bobs Discount Furniture Gift Card) to the compensation offer listed below: If the customer does not want to accept out gift card offer we instead, offer to refund $from the delivery fee paid to us as recognition that the delivery was not completed in the manner disclosed at this time of purchase If the customer would like to accept the $refund option please ask them to respond to the Revdex.com as ‘satisfied’ and we will then create the necessary paperwork and reach out to the customer to fully process the refund back to their original method of payment Kindest Regards, Stephanie *G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry that the customer felt that we were keeping their money from them That is simply not correct The customer initiated a sale in and put down a deposit They never returned to complete the sale nor did they request the refund of the deposit which they were certainly entitled to In the customer came back to the store and started another sale The deposit was transferred and the customer made several more payments They did not return to complete the sale nor did they ever request a refund of the deposits, which they were entitled to We have set up for the money to be refunded via corporate check to the address on this complaint The customer will receive the funds in 10-business days Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Complaint: [redacted] I am rejecting this response because: I did not see the message, It was blankPlease forward what the message said from the company Sincerely, [redacted]

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with usWe have completed the refund process for the customer All monies have been refunded The customer reported damage to the deck outside, scratches and chipped paint This is being looked at by the company that employees that team We have requested they update us on the claim and advise where they are in the claim process Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here

Good Afternoon Revdex.com, Please pass on our sincerest apologies for the inconvenience this delivery experience caused our customer and her sonWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after the completion of their delivery Should the customer wish to cancel the protection plan purchased and receive a refund on the monies put forth for this that is certainly possible however we obviously advise against it since this plan will cover the merchandise for a period of five full years against any manufacturing defectsWe understand the customer’s frustration and strongly suggest she reconsider this demand as any business is unable to offer this type of protection at no cost to their customerWe also partner with Guardian (another A+ company with Revdex.com) to offer this protection (they manage the one time accidental coverage on plan) so there is a cost associated to Guardian as well in order for the plan to remain active 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 us 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 one of the largest furniture retailers 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 amount Should 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 we are a company with a core value of fairness we are unable to offer apology amounts off of any individual’s time or factory fresh merchandise that stands in good condition in the homeWhile 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 I have listed three (3) options below for the customer to choose from for compensationPlease have the customer select (1) one option and respond back to us via this Revdex.com channel: Option #1: We will process a Bobs Discount Furniture Gift Card in the full amount of the delivery fee paid ($129.99) -Or- Option #2: We will process a Bobs Discount Furniture Gift Card for ½ the amount of the delivery fee paid and refund the remaining ½ to the customer’s original method of payment -Or- Option #3: We will process a refund to the customer’s original method of payment in the full amount of the delivery fee paid ($129.99) We look forward to hearing back from our customer and we apologize again for the concerns our failures caused to her family Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are sincerely sorry that we have had to make so many attempts to complete the set At no time was any used furniture sent to the customer’s home We have reviewed the photos taken by the team and the notes from the return inspection team There were tears in the plastic, this obviously occurred on the trucks during the loading and unloading process We are sorry that the customer was inconvenienced in this way After researching the account we find that will be the fourth attempt to complete the delivery The first exchange that was scheduled the customer canceled due to the timeframe, which was The next attempt had everything successfully delivered except for the otto, which was The next attempt also came with a damaged otto The final attempt is scheduled for While we can certainly understand the customer’s request for compensation and we agree that some compensation is warranted, we have also gone around our policy and procedure for this customer We do not normally set up an exchange for merchandise we send a tech to the home We are not able to grant the customer’s request for compensation however We do not give free merchandise or compensation for 100% the value of the merchandise We can offer the customer a token of apology in the form of a Bob’s store credit This will be based on the number of failures We do not compensate for lost work or wages, in an effort to be fair across all customer demographicsSincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon Revdex.com- We are very sorry that this customer was so frustrated by their purchase We are very sorry that the reselection did not go smoothly The new delivery has been completed and the customer can request an account review for compensation We do offer compensation for our failures in the form of a Bob’s store credit towards a future purchaseSincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon BBB- We are very sorry for the keying error on our reply. We do show the 2nd failure was on 2.25.17. The customer requested higher escalation and the call was made. I do not believe that there would be any way for the customer service manager John to know when the customer would or would not be available to take the call. We are very sorry that the customer continues to be dissatisfied. The offer that was made is in line with our policies regarding compensation. The credit has been placed on the customer’s account and is available to use at any time. Sincerely, Tracy S [redacted] Bob’s Discount Furniture

Complaint: [redacted] I am rejecting this response because: We did make the purchase just over five years agoWe also purchased, separately and above the price of the furniture, the Goof Proof insuranceThis peeling was not due to an accident or eventThe furniture is in two different parts of my house, neither is exposed to overexposure by sun light or to moisturePeeling must be a known issue for the company to have created a department for such complaints, this five year rule should have been shared informationHad we known that the cut off was five years I would have contacted the company prior to this first contactI am very disappointed in the response from such a large companyOur family's contact information is obviously in your system, along with the purchase date and type of furnitureI'm sure if I had received some type of notice that the company would honor a discount for future purchases I would have acted on itIf you were to accept photographs of the furniture, it is clear to see that this peeling did not occur in the last months but has been happening for quite sometime Sincerely, [redacted]

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with usThe company that facilitates the mattress protector warranty has reached out to the customer and they have addressed the issues I see that this customer has already spoken with my colleague and it appears the customer will be working closely with Diana 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

Complaint: [redacted] I am rejecting this response because:Today is 2/15/17, no mail has been received from this companyWe did not buy our furniture from [redacted] we bought it from Bobs and how we paid for it does not effect Bob’s responsibility for fixing my door, nor does the fact they contract delivery relieve them from responsibilityThey have my phone number and email addresses, no one could call and inform me they had sent something? We do not believe they have sent anything, as days have passed and nothing has been receivedMy request for them to remove the furniture is solely because they have refused to deal with this issueIf someone wrecked their door on the way in and refused to pay, what would happen? Is my next step to file a police report? What are they sending by mail that could not be provided to the email address they already have?? Sincerely, [redacted]