Blue Ridge Travel

Good Afternoon Revdex.com, I have spoken with Mrs [redacted] today (12.17.2015) and we have agreed on a resolution option that she is comfortable with At this time our business considers this concern resolved and we apologize to Mrand Mrs [redacted] for the disappointment they have experienced with their furniture and our staff Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Morning Revdex.com, We are sincerely sorry for any miscommunication that has occurred We do not see any record of any agent offering the customer the extra $that she has mentioned I see in the notes she has mentioned this to several agents There is no record of anyone making this offer however Does the customer remember either who they spoke with or when so we can research further? The customer was given a reselection credit for the sleeper sofa AND the mattress The customer used this to purchase a sleeper sofa only When the team went to the home to exchange the merchandise, the customer did not return the mattress This created a deficit on the account This was delivered because the deficit was not known until the exchange was made and the customer did not return the mattress from the credit We would not be able to offer any additional credit to this customer unless we can find record of the conversation in which an agent told the customer they would offer them an additional $ Kindest Regards, Tracy S [redacted] Bobs Discount Furniture, Corporate Customer Care Liaison

Good Morning Revdex.com, Please pass on our sincerest apologies for the inconvenience the delivery experience caused our customerWe 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 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 usWhile 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 We will honor the customer’s request for a refund of the delivery fee ($99.99) as a final form of our apologyPlease advise the customer that all paperwork needed for this transaction has been entered from our end and no action is required from the customer at this time There are so many errors that occurred in this customer’s account and so many learning and coaching opportunities, I would like the customer to keep the gift card as well There are a lot of small carry out items available in every Bob’s store Maybe you will be able to find a pair of lamps, a wall hanging or statue that you love I hope that help to ease the frustration I am sure you have endured In most cases any remaining questions regarding refund processing time can be answered by reviewing the policies listed on your sales receipt Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

Good Afternoon Revdex.com, We apologize that this was not clear to this customer The statement that the customer is questioning is on the back of every customer’s sales order This customer, every customer signed this at the point of sale This statement is clearly intended to point out to every customer that we do offer service first, on every purchase every time If a customer does not agree with a Bob’s technician report, we have a process to make a determination Just as we have in this customer’s case It is a simple process, the customer sends photos we review them and offer resolution if we deem it appropriate This is no different than any other company There is no statement that any other piece is affected by this one time courtesy offer Nor would there be any reason to believe there would be The tech went to the home, the mattress was not properly supported while he was there and that was what was reported There was no fabrication on the part of the tech, he reported what was in front of him I choose to believe the customer’s statement that the mattress had been supported and was just switched over to the damaged foundation I based my offer of reselection on trust that this customer was telling us the truth This offer is on the mattresses only No other piece in the home is mentioned or affected Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

I have a power lift chair from Bob'sI purchased the original chair in 2015, and had to exchange it in March due to warranty issuesWhen I went to the store to exchange it I did a reselect, and chose a different chairThe chair I chose was supposedly higher quality, I spent about $more on it than the original chair, hoping it wouldn't breakLess than TWO MONTHS after I received it the motor blew and it no longer functionsI contacted Bob's customer service and explained that the chair is a necessity and I can not be home alone without it, as I literally can't get up from a different chair without assistanceTHey were great about sending someone out the same dayHe came and said I need a new motor, totally a manufacture defect, and that if they can't get it to me within days I should be able to get a new chairWell, shockingly the chair I have is discontinued so the options I had were to wait for the part (they said it would be about 10-days) or choose a new chair and have NO WARRANTY on itWell, obviously I'm not going to take an item with no warranty, since I've had to use it twice nowThe conversation was on April 21stIt is now May 4thI called Bob's today to request an update, and they told me they wouldn't be receiving the part until May 16th, at which point they would ship it to me and when I receive it sometime around the 20th I can call to set up an appointment to have someone come install itThis is now going to be a month without my medically necessary item, and I am beyond appalledI have Muscular Dystrophy and cannot believe that I have to deal with this issue, I have enough to worry about without the company tricking me and essentially stealing my money Desired Outcome: At this point I want a new chair immediatelyI feel like I should be compensated for the inconvenience, since I have had to have someone home with me AT ALL TIMES so I can be safeI absolutely will not wait an additional two weeks for a functioning chair

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 in June and at the time of purchase the customer purchased the option of [redacted] 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, [redacted] [redacted] covers the merchandise for accidental damages Accidental damage must be reported within thirty days of the 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 We sent out technician to the home on He determined that this damage was not the result of a manufacturing defect The technician submitted photos from the visit We agree with the technicians findings As there are multiple scratches the customer would not be able to place a claim with [redacted] , as they only cover damage from a single accident Please refer to the [redacted] handout the is attached and was given to the customer at time of purchase Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com- We are sincerely sorry that we were not able to deliver the purchased merchandise in showroom quality the first attempt We are currently scheduled to make the exchange of the damaged pieces on We expect that will solve the merchandise issue We do welcome the customer to reach out and request and account review for compensation once the exchange is completed We do offer this token of apology as a Bob’s gift card in order to provide a tangible object as compensation Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com- We are very sorry for this concern The delivery took place The first report from the customer of any issue took place This was over three months after delivery We would not be able to offer any resolution on this concern After three months of the merchandise being in the home, there is no way to tell when the mouse made his way into the piece The exterminator would have been going off the details provided by the customer in their supposition that the piece is the root of the concern The facts are Bob’s proactively exterminates trucks and warehouses regularly, for all pests Mice and rats come inside when the weather changes and the need warmth for the winter Rats and mice are more prevalent in multiple family areas and near sources of water, such as the [redacted] Sincerely, Tracy San [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Morning Revdex.com- Please pass on our sincere apologies that the customer has both had to deal with issues with the set and also having delay and miscommunications I see at this time we do have a service technician set to come out on 3/18/ I will checking back on the tech report on Monday 3/21/to see if he was able to adjust the pieces or if he found there to be any manufacturing defects on the set If the tech does find there are any manufacturing defect that can not be corrected with either service or parts we will be offer alternative recourse SERVICE POLICY We guarantee that our new products will be free from factory defects for one year from date of delivery or pickupOur mattresses and motion furniture may carry additional factory guaranteesYou must report any factory defects to our Customer Care team within one (1) year of possession, and a Customer Care representative will schedule one of our Service Technicians to inspect the item and service it to factory standards at no cost to youIf the Service Technician determines that the factory defect is not serviceable, we will replace the affected item, one timeIf the item is no longer available, you may reselect to other merchandise or we will refund the purchase priceIn the event of a reselection we will charge or credit you for any price difference between the original and the re-selected itemMerchandise purchased from our “Pit” or Clearance Centers that is not brand new/factory fresh is excluded from these factory defect guaranteeswear and tear or customer-caused problems are also excludedService can only be provided within our serviceable area to the original purchaser as stated on your sales receipt Kindest Regards, Tracy S [redacted] Corporate Customer Care Liaison Bob’s Discount Furniture

Good Morning Revdex.com and [redacted] , We absolutely apologize that you are having issues with your mattress We have recently changed our policy on mattresses and staining It was in the past very black and white, if there was a stain, warranty was voided We do now honor the warranty if the stain did not cause the defect There are cases where a spill on the mattress breaks down the mattress material causing dips or pockets Due to the change in the policy I would ask that your submit photos to me, either through the Revdex.com mediation process or the photos can be sent directly to my email [redacted] *If the technician deems the defect is not caused by the stain the Factory warranty is not affected[redacted] *If the technician deems the defect is caused by stain the Factory warranty is voided [redacted] We will review these photos and respond with what, if any, options for resolution we may have to offer this customer Sincerely, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

we will accept the delivery charge ($219.00) as a store creditWhat are the next steps in using the store credit? 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, Please pass on our apologies to [redacted] for the inconvenience the delivery team’s negligence has caused and may continue to cause to her and her familyWe assure [redacted] that his property claim has been correctly filed with the third party trucking company involved and we will ensure the obvious coaching concerns presented are addressed accordingly As ***’s property claim is being handled by the trucking company that caused the damages, [redacted] can expect follow up from that third party and not Bobs Discount Furniture directlyPer our contractual agreements with this trucking company they are owed a fair chance to process resolution on their claim prior to Bobs Discount Furniture asserting ourselves into a situation where it is most likely unnecessary I have sent a message on ***’s behalf to our Delivery Managers and the trucking company involved in this claim to please contact him as soon as possible For ***’s records the claim number associated with the property damage is: [redacted] I was able to ensure that the delivery company has the correct phone number; their notes indicate that they have called twice I do see that on 2/10/you spoke with an agent that submitted a request for the depot to reach out to you 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 Stephanie thank you for taking the initiative in this case and trying to correct the situation to the best of your availability I will be going to the store in the next few days to pick out a replacement furniture set and look forward to doing so Thanks again Sincerely, [redacted]

Good Afternoon Revdex.com, I spoke with Elizabeth today and apologized for the lack of care she has experienced while working with us to get her concern resolved We are scheduled to bring out six (6) new side chairs on to resolve this concern Thank You, [redacted] ** [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Complaint: [redacted] I am rejecting this response because: they couldn't even find the account, and did not offer a resolutionWe purchased the couch when we lived here at [redacted] this is even where the couch was delivered! The phone number on the account is ###-###-####Home number ###-###-####Absolutely unacceptable it took this long to reply they could not even find the accountBobs has been here at blueberry lane 2x since Purchase and still problems not fixed Sincerely, [redacted]

Good Afternoon Revdex.com- We are very sorry for the error that caused the team to be routed for a later delivery We do see that this customer has since accepted a $gift card as compensation for this error We are very sorry that we caused this delivery to be an inconvenience Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com- We are very sorry for the continued frustration this customer is obviously experiencing We do not expect every customer to agree with every policy we have in effect We agree and acknowledge that an error was made when the store did not confirm the delivery address the order was to be delivered to The order has been canceled at the customer’s request and we are very sorry that we were not able to make this right for this customer Sincerely, 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 delivery experience with us I see that this customer has already spoken with my colleague and it appears the customer will be working closely with Rowan 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

Good Afternoon Revdex.com- We are sincerely sorry that the customer is having concerns with the bed purchased in February We do see that the customer picked up the merchandise and set the bed up themselves choosing to avoid paying a delivery fee Normally we are not able to offer recourse on scratches, dents and damages like that, as we are not able to see if the pieces came with the damages or were damaged during the transport and assembly For this customer we did offer to exchange the pieces That exchange was completed on We are very sorry that this has been an ongoing concern, we hope that the customers recuperation goes smoothly Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Morning Revdex.com, We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from us [redacted] ( [redacted] is known as their parent company) is a third party company and we have, for many years, experienced a vast amount of approved claims through this third party companyOur customer’s are usually very happy with the outcome of their reported claim and based on the price they paid for the coverage our sales associates and sales managers would have no reason not to boast about the extreme value the protection plan carries We provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusionsAs the manager of the plan, [redacted] is responsible for sending the consumer the plan documentsShould the customer decide that they would like to review the complete plan documents as the flyer suggests and they don’t have these documents, we assume (as any retailer would) that the customer would then try and obtain said documents for reviewHad we been made aware of the need for these terms and conditions we most certainly would have provided them upon any requestAs it is not typically a document we provide we literally have no way of knowing whether the consumer has received the complete plan or not and we see no reason not to trust that [redacted] is continually sending these documents as many claims for coverage are routinely approved In this consumer’s specific case I have attached the sales flyer (we provided at the time of sale) I was able to see from photos submitted to [redacted] that this customer is in need of stretchers for the [redacted] Chairs purchased in I have set up a part order for the customer to be shipped free of charge side stretcher and front stretchers This would be denied by [redacted] as they only cover accidents to the pieces and this break was not reported as an accident If there are other issues that may be manufacturing in nature, please submit photos I will make a determination after reviewing photos We at Bob’s are only able to offer parts or a “Best Effort” service for issues that are of a manufacturing nature To move forward please advise the customer that we require a minimum of four (2) pictures (in color) for each item that may be a manufacturer defect - Picture that clearly shows the entire piece (seats, inside backs, arms) - Picture that clearly shows the damage at close range We will review these photos and respond with what, if any, options for resolution we may have to offer this customer Sincerely, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison