Blue Ridge Travel

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 Morning Revdex.com, In an extreme effort to meet this consumer’s demands for resolution we will make a one time only courtesy offer for resolution (listed below)Should the customer wish to accept this offer they are able to contact our Customer Care Offices at ###-###-#### (Mon- Sat -6:30am – 8:00pm/ Sun 10:30am – 7:00pm) to accept this offer and have it fully processed As this is a one time courtesy- It should be expected that for any future occurrences of concern, on any other sales order, this individual consumer is agreeing to adhere to the terms and conditions of their warranty coverage and the determinations of Bobs Discount Furniture’s Service ProfessionalsOur Service Policy is fully disclosed on the customer’s sales invoice and provided at the time of sale Courtesy Offer for Resolution: If the customer would like to reselect to a different set we will provide a credit (store credit) of 100%This 100% will be based off of the original cost paid for the sofaIn the interest of fairness we would ask that if the customer wants the new furniture they select to be delivered they cover the cost of that service as delivering the merchandise has always been a charge we maintain separate from the cost of our merchandiseWe will expect to remove the current set the customer has in the home before or on the same day the newly selected item is deliveredThis one time offer of reselection will fulfill the goof proof warranty and that policy will be considered satisfied Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Morning Revdex.com- Please pass on our sincerest apologies for the inconvenience the multiple deliveries and damaged product continues to cause our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer may feel they are owed something additional after their concerns have been resolved We have an exchange scheduled for the piece on 4/6/ If the customer would like to send both pieces back with the team when the team comes to do the exchange, I will refund the customer for the piece back to the Wells Fargo account If the team brings the new wardrobe to the home and you wish to accept the new piece for the exchange we can certainly offer compensation Having to wait for a part for six months is really extreme We recognize that this was a breakdown in communication and that will be addressed internally If you do decide to accept the exchange piece, we will refund $to the [redacted] account Please advise which option you accept so I can set up the paperwork before tomorrows delivery Kind Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

Good Afternoon Revdex.com- We are very sorry The details of this complaint do not match the account information The customer received delivery on January 19, The customer is well within warranty As this merchandise and all Bob’s retail merchandise comes with a one year manufacturing warranty against defects If this customer had reached out to us we would have follow our service guarantee We would have either sent a technician to the home to access the damage or we would have asked the customer to send us pictures of the damage IF the damage was deemed manufacturing in nature, as seam separations normally are, we would have offered one of several resolutions We would not have offered a refund That is not something that falls within our policy guidelines We would have offered one of the options that are available In an effort to assist this customer, we have reached out to our department that works with our Service department to request the customer send pictures of the damage They will be emailing him directly asking for the photos They will then reach out to discuss the damage that is visible and any resolution that is available We are not able to offer a refundSincerely, 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 meI finally received my refund after days from my initial orderI only wish that they learn from these many mistakes so this very unpleasant experience does not happen to anyone in the future Sincerely, [redacted] ***

What is the purpose of having us buy the waterproof mattress cover if it will still collect mold? We went to Bob's and tested out a bunch of mattressesI apologize that we did not think to " [redacted] " mattresses and find out about moldIt's also unfortunate that your sales people force the mattress protector on you as well if it won't even workNever setting foot in your store again and will also be writing a social media complaint Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***

Good Afternoon Revdex.com, Our policy fully discloses that the mattress only is refundableSee my previous response (below) with the bold highlight added for reference We have made special accommodations for this customer by removing the mattress from their home on While we apologize that the non toxic odor smell became unbearable for our customer we are unable to make any other exceptions to the ‘Mattress Satisfaction Policy’; as listed via our website, we are able to refund the cost of the mattress: [redacted] The phone number provided is not to our Customer Care Office, as indicated that is our retail location and I personally took care off all paperwork needed and provided the directions so the customer’s call would be hassle free Please note as the customer is communicating their desired settlement has been reached by using an alternative avenue the customer’s concern has been fully resolved at this time Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Complaint: [redacted] I am rejecting this response because: I would like a manager from bobs to contact me via phone for resolution Sincerely, [redacted]

Good Afternoon Revdex.com- We are very sorry for any confusion or miscommunication this customer is experiencing using the protection plan for the merchandise purchased from Bob’s I see that this purchase was made in May and at that time the customer purchased the option of *** *** The protection plan 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 misuse or abuse of the merchandise The purchase came with a one year warranty for manufacturing defects that year expired over three years ago It does come with limited lifetime of Best Effort service While the merchandise is in the same location it was delivered to we will send out technician free of charge to repair any issues he is able, this does not include any parts We did send the tech to the home He was able to repair one of the reported issues at that time While I understand your frustrations and acknowledge that you sincerely feel we failed you, your sales experiences remains an alleged account of what occurred over a year ago and any resolutions Bobs Discount Furniture offer will be from a place of fairness and care considering all facts of your case While I understand your frustrations and acknowledge that you sincerely feel we failed you, your sales experiences remains an alleged account of what occurred over four years ago and any resolutions Bobs Discount Furniture offer will be from a place of fairness and care considering all facts of your case Offering to cancel and refund any [redacted] Plan is far beyond our policies because we understand that it doesn’t benefit our customer in any sense We will offer this customer a gift card in the amount they paid for the [redacted] *** If this customer accepts this offer we will process the request for a $gift card Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Afternoon BBB, Please pass on our sincerest apologies to the customer as we were unable to supply the merchandise we originally promised in a timely fashion. I assure our customer that this delay was unintentional and we wanted nothing more than to make this failure right by our... customer. We do understand the reasons why our customer requested a refund and we encourage our customer to review their original sales invoice for the policies we disclosed at this time of sale (and these policies are commonly signed as confirmed by the customer themselves before leaving the store). Their sales invoice will disclose the length of time expected with a ‘check payment’ reimbursement. In this customer’s specific case our records indicate that their refund check was cut on 8.19.2015 and should be on its way to them via mail. For reference the check number reflected in our system is Check number: [redacted] and the amount is for: $530.69. We apologize again for the poor impression our customer has been given of our business overall. Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com, As far as open account information for the very short description posted here I was able to locate an account with a pending scheduled service call for The customer has reported to us that the loveseat is leaning to one side more so than the other and we are currently addressing this concern under the ‘Service Policy’ as listed on the sales receipt provided to the customer We certainly apologize that the customer is experiencing any disappointment with their loveseat and look forward to being able to satisfy their concern with service on Kindest Regards, Stephanie [redacted] G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Mr. ***,I have attached a copy of your original sales invoice, which reflects $99.99 was paid for the goof proof protection. If you have any documents that reflect $199.99, please forward them to me so that I may correct your refund amount.Thanks [redacted]

Good Morning Revdex.com, Please pass on our apologies for the disappointment our customer is experiencing with the bed that they purchasedI assure our customer that the bed delivered and assembled was the exact replica of the model displayed and assembled within our showroom on date of purchase Although our technician confirmed on that the concern present did not stem from any manufacturing concern within the merchandise and the customer is outside of the warranty period we disclosed at time of purchase we have provided a courtesy offer for resolution below Please note we do sell additional support systems at cost for consumers whose preference needs require more support under the bed then what the manufacturer views as and adequateWe also sell a number of headboards that can be hooked to a metal frame should this option make a consumer feel more secure with overall stability As a one time courtesy we can offer to provide a store credit based on the amount paid to us for the BED only (BED = Headboard, footboard, railings per sales invoice)With this store credit the customer is able to re visit any of our showrooms and select a different bed that may suit their needs better As an additional courtesy we will offer to cover the cost of delivering the new merchandise selected and we will expect to remove the current bed from the customer’s home when the new bed is delivered Please ask that our customer respond to us via the Revdex.com to make us aware of their acceptance of this resolution offerOnce accepted we will create the credit and have our retail location reach out to our customer to make them aware of the credit being activated Kindest Regards, Stephanie AG [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 delivery experience with us
I have reached out to *** *** directly to try to arrive
at an agreement that the customer will find acceptable. We have been in constant communication, and
at this time I am awaiting her final answer
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***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We find it regretful that this customer
has lost trust in our business. As I
stated if he did not agree with the tech’s findings he needed to submit
photos. As he is done this, we are able
to offer the credit. In an extreme
effort to meet this consumer’s demands for resolution we will make a one time
only courtesy offer for resolution (listed below) The credits are in the system currently and
will be active for months only. Please
see attached copies
As this is a one time courtesy- It should be expected that for any
future occurrences of concern, on any other sales order, this individual
consumer is agreeing to adhere to the terms and conditions of their warranty
coverage and the determinations of Bobs Discount Furniture’s Service
ProfessionalsOur Service Policy is fully disclosed on the customer’s sales
invoice and provided at the time of sale
Courtesy Offer for Resolution:
If the customer would like to reselect to
different mattresses we will provide a credit (store credit) of 100%This 100%
will be based off of the original cost paid for the mattressesIn the interest
of fairness we would ask that if the customer wants the new mattresses they
select to be delivered they cover the cost of that service as delivering the
merchandise has always been a charge we maintain separate from the cost of our
merchandiseWe will expect to remove the current mattresses the customer has
in the home before or on the same day the newly selected mattresses are
deliveredWe will cover the cost of removing and disposing of the current mattresses
as we continue to stand behind the integrity of our technician’s report
Kindest Regards,
Tracy S***
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
The depot has reported to me that the check for the
agreed to amount was mailed out on Monday 8.29.16. It should be in the customer’s possession either
Friday or Saturday’s
mail
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Hello,I was contacted by Bob's and very pleased with the resolutionThe person I spoke with over the phone as well as Craig (in-store) were both very helpfulThank you Revdex.com for assisting me in this matterI do not wish to pursue any further actions- *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Good Afternoon Revdex.com,
Please assure this customer that the offer I made will
not be rescinded. I do see that an agent
from the store spoke with the customer, but we understand that this customer is
not able to provide the credit card number at this time. The refund will be available and waiting for
them when they are ready.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: ***
I am rejecting this response because: once again she is lying I left a voice mail and the rude lady from customer care said I had to keep it because I signed for it I asked to speak with a supervisor and they would not come to the phone so I guess she never listened to the recorded call she would have heard the way both conversations went or she did and once again they dont care about the consumer only the money they spend
Sincerely,
*** ***

I finally received the check