Blue Ridge Travel

Good Afternoon Revdex.com- We sincerely apologize to this customer We did have to cancel the first appointment due to an icy bridge There was an issue with getting this rescheduled for the customer I am so sorry that this has been an ongoing issue for this customer I agree that this has been an unacceptable situation for the customer to endure I do see at this time this customer has spoken with a lead and this was set up to exchange the piece completely instead of trying to service I believe that the exchange dated 3/5/will successfully alleviate all of this customers concern Please advise if there is any other question or concern to be addressed Kind Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

Good Afternoon [redacted] I sincerely apologize for the inconvenience the availability of your part order has caused youI can understand your frustration I truly wish we could have gotten the part to you sooner Parts are ordered directly from the vendor, they are not something we keep in stock We have shipped the parts out of our Connecticut warehouse today If you still remain unsatisfied after your part has been installed 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 forced to wait on the furniture you purchased to again be perfect As a token of apology for the long wait on the part order we would like to offer you a Bob’s credit in the amount of $ If you would like to accept this offer please reply to the Revdex.com that it is accepted and we will process the paperwork to have the credit put on your account I have also set up the installation service, please call when you receive the parts to schedule a date that is most convenient for 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 This matter was resolved I received my check Thank you for all your help with this matter Sincerely, [redacted]

Good Afternoon Revdex.com- We are very sorry for any misunderstandings The rug was delivered August The rug is covered for five years for manufacturing defects through Bob’s and damage from a single accident through [redacted] I do see that this customer called in to report issues to the rug on During the conversation with the agent, while the agent was trying to ascertain what the damage is and if it is damage that might be manufacturing in nature and we would then send a Bob’s technician or if it is damage from an accident the customer became upset and disconnected the call It is necessary for the process to ask when the damage occurred and how That enables us to ensure we are processing the claim correctly We would expect if a piece was delivered into the home with damage the customer calls us within a reasonable amount of time to report This customer called in damage from delivery fifteen months after delivery If the customer believes this damage is a manufacturing defect they should call Bob’s customer care offices and report it If this customer believes the damage is from a single accident they should then call [redacted] and report when it occurred and how [redacted] only accepts claims that are called in within thirty days of occurrence 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 meWe did, however, decide to give Bob's one last chance We are returning both chairs and loveseat that we got to go with them in exchange for something elseI spoke to customer care today and that transaction was approved Thank you for the quick resolution Sincerely, [redacted]

Good Morning Revdex.com, Please pass on our sincerest apologies for any concern our customer experienced during their deliveries with us We certainly do not find it acceptable for any person representing our company to smell of an alcohol substance and I’ve begun personally following up on this complaint to ensure the appropriate internal action is taken Regretfully we are unable to determine if the measurement of someone’s home or entryway will fully accommodate the size and delivery specifications needed for the furniture selectedWe remain proactive in communicating this as a consumer responsibility via the trifold we provide at the time of purchaseWe offer the best value prices for the product we show and we have always charged the service of delivery as a separate fee from the product itself to remain as transparent as possible to all of our customers in (currently stores) all of our locations In regards to the bed delivery time we encourage the customer to provide us with further evidence as to how they determined they were guaranteed a time frame of 6:30a -8:00a for delivery We route all delivery stops (approximately 4,deliveries a day) with an estimated four hour window, with only one special exception for a slot called ‘breakfast with bobs’ which is still a three hour estimated window for arrival so the automated contact the customer should have received from us would have detailed either ‘ 6:30am -10:30am’ or 6:30am – 9:30am’Our truck driver shows as calling in the ‘not at home’ result, and we have record of speaking with the customer at 8:08amBy all information I can locate we arrived within our slated time frame window for this delivery We did not deny requesting what our department refers to as a “Go – Back” request for this missed delivery The account indicates that the customer was unable to provide a representative to be at the residence to wait for the team to return to that stopAgain in every effort to remain as transparent as possible with our customers we (in the Customer Care Office) are working in an office and we are not on the physical truck that has the furnitureIt is inappropriate to provide a customer with a possible time frame that the team may return in as we do not know this to be correct informationThere are thousands of events that could occur to delay the team returning to the stop they already arrived to and these events remain beyond the control of our businessWhile I understand the customer’s frustration and their inability to wait for a team to return with no estimated timeframe- we require someone years or older to be confirmed at the residence all day so there is no chance of us returning to miss the customer againWe certainly want to deliver any and all product that is on the truck as returning product can not be sold as new merchandise any failure in not delivering results in nearly a total loss for our business The customer’s account further confirms that they spoke with one of our ‘Social Media Liaisons’ on and as of (prior to our receipt of this Revdex.com Claim -12.28.2015) the customer was re-issued and emailed information regarding their $gift card inquiry We remain very sorry for the poor impression this customer has of our business and relay that we have multiple cash and carry items within our outlet or showroom locations that the customer can purchase and take with them for $or under At this time the sale for the bed has been fully canceled and all refunds or gift card re-issue concerns have been resolved per our records Kindest Regards, Stephanie [redacted] G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry that the customer is having an issue with this bed The first technician that was at the home September 21, did determine that the bed was up to standards with no manufacturing defects, he also stated that the issue the customer was reporting was because the bed is on a non-carpeted surface The technician advised the customer install rubber feet, a carpet runner or carpet pad Some of our customers have reported this concern when there is nothing for the support legs to grab onto The support legs only are activated when someone uses the bed They then touch the floor and need a surface that they can grip We suggest the customer try this option as we can not offer to replace a bed that has no damage or defect Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com, Please pass on our sincerest apologies to the customer for the concern they have existingThe customer signed an agreement with an entirely separate company from Bobs Discount Furniture – the agreement that the customer is referring to signifies that it belongs to the [redacted] – not Bobs Discount Furniture I can confidently state that this type of agreement is commonly reviewed with an [redacted] Representative and signed with an employee from that company directlyWe do not train our sales professionals or customer care agents on the inner workings, terms, or conditions of this contract as it is a document that our company is not authorized to manage, update, or change in any way We are unable to approve a return of this merchandise or arrange for a refund of monies that the customer has been paying to the [redacted] Company directly As this contract is between [redacted] and this customer we can not intervene on the customer’s behalf or act as an agent for a completely different company Kindest Regards, Tracy NS [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry that this experience has not gone well We do have this exchange scheduled for Friday We can certainly discuss compensation upon the successful delivery We will not be able to offer the amount of compensation the customer has mentioned in this complaint We do offer compensation in the form of a Bob’s Gift Card Once delivery has been completed the customer can call in for an account review for compensation We hope that the customer will bear in mind that as a business we are under no obligation to offer compensation Any compensation that we offer is as a token of apology for our failures only Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com- We are very sorry for the inconvenience that this customer has endured I understand that they were probably very excited to get such a great deal, a huge discount on the piece Then they got to the store and you were told it was gone That was a very unfortunate and unfair position we put them in While I can personally identify with a consumer’s need for an apology outside of making the concern right, we have worked at a higher level to make those requests happenWe have made several very fair offers to this customer, all of which have initially been refused We will stand behind the customer’s choice of the offers that were made to them by our lead Rowan They can accept the $gift card, as they have already been refunded for the sale that was canceled If they do not wish to accept this offer, they can reach back out to Rowan to discuss the other options that were presented to them We will not be able to offer a comparable chair That was a special deal on a floor model It is no longer available We are again very sorry; we have no other recourse to offer this customer 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 [redacted] *** 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 The other side of this 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 everyday use, misuse or abuse of the merchandise Please see the attached pictures that we have included for your review on this claimThese pictures were taken by our technician who visited the home on and explicitly show the damage that this merchandise has sufferedWhile we apologize that our customer is unhappy with the product we are unable to offer resolution when the overall condition and cause of the product’s demise is not the result of a manufacturing defectI truly wish I could offer this customer recourse for her concerns however the pictures speak to the reasons why this merchandise is in such bad shapeThe reasons for this merchandise’s current state are not related to factory defects or a fault of our businessWe apologize to our customer that we are unable to take responsibility for damages that are caused completely outside of our controlTracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here

Good Afternoon Revdex.com, We completely understand why this customer feels it is unfair to ask them to wait for this part order, I must say, in this case I agree Our manufacturer’s warranty is very clear that we offer service and parts first If there is an extensive part delay, we can and will offer alternate recourse, in some cases We offered parts, and offered to compensate her if she wanted to wait for the parts, there is a delay in the parts, and we can certainly offer to exchange this for the customer I have created the paperwork for the exchange The customer needs only to call into to either customer care at ###-###-#### or any store to have this exchange scheduled The exchange order numbers are [redacted] We are able to offer Wednesdays, Thursdays and Fridays for exchanges Kindest Regards, Tracy NS [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry for the concerns expressed in this complaint We do see that the delivery took several attempts to complete The customer was offered and accepted compensation for this inconvenience The part order was placed This vendor typically requires about days fulfilling part order requests This order was placed The part should be in this week As far as any additional compensation, we would not be able to offer any additional compensation until the customer is satisfied with the merchandise in the home Once all pieces are functioning properly, no open part orders or service requests, the customer can call into customer care and request an account review for compensation As the customer is already aware, we normally offer this compensation in the form of a Bob’s store credit In this customer’s case, I will notate the account, that once everything is completed, we can offer the compensation as a refund to the [redacted] account Sincerely, 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 would want the gift card for $ mailed to my address Sincerely, [redacted] ***

Good Afternoon Revdex.com- We are very sorry that this customer has had a frustrating delivery experience with us We have already offered the maximum we are able to offer as a refund Any additional compensation would be in the form of a Bob’s store credit This would have to be discussed after the delivery has been completed We are very sorry for the delivery failures associated with this purchase The delivery is currently scheduled for Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Morning Revdex.com, We apologize for any disappointment our customer is experiencing with the reclining chairThe chair that was picked from our warehouse and loaded for transport and delivery on was a factory fresh model direct from the manufacturer of this chairThere is absolutely no indication or evidence to support that this customer received a floor model of this chair The records associated with this chair show that we were out on a service call at [redacted] approximately six months agoOur technician found no indication of defect within the chair during this visit however I am appraising by this complaint to Revdex.com that our customer disputes this service result and still remains unhappy with the product If the customer would like to reselect to a different model chair we are happy to offer a one time courtesy reselection to resolve this complaint We will provide the customer with a store credit based on the price paid to us for the recliner (Credit = $399) This store credit will allow the customer to reselect to a different chair whose material makeup may fit their personal needs and longevity expectations better Once they have visited a showroom to make their reselection (within the next two months) we will expect to remove the current merchandise they have in their possession on the same date we deliver the new selection As an additional apology we will also cover the cost of any delivery fee associated with the newly selected merchandise (that is approxan additional $50.00-$savings credit for the customer) should the customer accept this courtesy offer for resolution I look forward to hearing back from the customer and apologize again that they have spent any of their valuable time on solving their furniture concerns Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com, We apologize to our customer for any disappointment they have experienced while using their protection plan this dispute is in relation to a claim for service In an effort to ensure our customer’s claim was handled fairly I was able to obtain the denial reasoning and photos of the damage in reference to this claim This customer did file a claim with [redacted] for damages to the sofa and loveseat [redacted] covers accidental damages only This claim was denied as the damages were reported with unknown cause/ origin The customer reported she did not know when or how the damages occurred This can not be accidental Bob’s sent a technician to the home most recently on April 29, This technician reported that the sofa had damages that are not manufacturing defects There are damages that were caused in the home There is a hole in a seat casing, there is a hole on the seat decking that the customer put duct tape to cover, he found the piece is not defective the cushions are up to standards there is no frame damage, but has not been well maintained He did submit photos which support his report Those photos are attached [redacted] covers the pieces for five years If there is a manufacturing defect it comes through Bob’s If there is an accidental damage it goes through [redacted] There is no coverage for wear If this customer would like to purchase seat cores I would be willing to set up a part order at a discount Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry if we did not make our statement clear It is very clear that the email address was not entered What is not known is if the customer wanted the email address attached to their account, if they provided one to be listed on the account If a customer does not provide us with an email, then we can not be faulted that there is no email listed Guardian does cover damage from pet and human bodily fluid They do not cover pieces that have been chewed, as this is preventable We are very sorry that the customer was not aware Sincerely, [redacted] Corporate Liaison Bob’s Discount Furniture

Complaint: [redacted] I am rejecting this response because: I will do soYour company is the company furnishing the account not [redacted] *** Sincerely, [redacted]

HelloThis is an update in regard to complaint # [redacted] for Bobs Discount FurnitureAn attempt to deliver the correct piece of my sofa was made this morning, 9/13/This having been a week since it was originally supposed to be deliveredThe attempt to deliver the correct piece has failed, as the delivery team brought on the truck the same exact piece I already have in my houseThe delivery driver advised me the wrong piece was loaded onto the truckIn the delivery drivers words, "you need a Left Arm Facing piece, this is a Right Arm facing piece on the truck." The wrong piece was taken back and now I must wait again for resolution The driver took pictures of what I have in the house and advised customer care what I needThis is the same steps the drivers last week took that obviously did not workI will now be speaking with the store manager again Thank you, [redacted]