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 updated on and the customer now has Goof Proof Plus in effect until Unfortunately, when the customer called in looking for service, the agent must not have seen this upgrade and provided the customer with inaccurate information We are very sorry if this caused frustration or delay This warranty has two aspects Through Bob’s this customer is covered 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 customer can receive unlimited parts and service during the warranty period 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 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 in the home and not through everyday use, misuse or abuse of the merchandise I reviewed the claims the customer submitted to [redacted] The claims were denied as they did not meet the established criteria The first claim was denied as it was for loose/wobbly furniture That is a call that should have come to Bob’s We did send out our technician at that time to tighten the pieces The second claim was denied as the customer reported that the movers had damaged the pieces in the move That is a claim that should have been made to the moving company hired by the customer I have set up a service for our technician to come to the home and tighten the pieces The service is saved under the customer’s phone number When the customer is ready they can call into customer care to schedule at their convenience ###-###-#### Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with us I would like to research this further Regretfully I am unable to locate any account information that matches this consumer’s complaint within our internal records I have looked under the name, phone number and email address and find no matching accounts Can you please ask the consumer to verify the invoice number (order number) associated with their purchase so that I can proceed in assisting on this complaint further? They can locate this order number via the sales receipt provided at the time of purchase If the invoice number is unavailable please ask if the customer can provide the original delivery address for this merchandise or any alternate phone numbers that may bring up their account records We ask that the customer responds to us thru this Revdex.com channel so that your efforts in 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 for the mistake in the picking of the chair There was no deceit, it was simply picked wrong The recliner that was delivered was the same price point as the lift recliner that was ordered We are very sorry that a human error caused a four day delay in having the correct chair delivered This was corrected on The original date for the delivery was Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon Roger, 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 issue rectified already I absolutely agree that having the pieces in the home for months and not being able to use one is unfair and unacceptable The correct part, to fix the issue, is in stock I have reached out to our parts department to request that it be shipped out as soon as possible As these pieces in the home were special ordered, it would take much longer to replace the piece, then to have the new part installed to fix the issue If you would be willing to wait for the new motor we can offer compensation for this extreme inconvenience If you are willing to discuss this offer please reply to the Revdex.com mediation site and I will reach out to you directly to discuss options 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 be perfectIf there was anyway to get the parts to you sooner, I assure you that we would take that route immediately Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

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 I was able to review the [redacted] account for this customer, and it does appear to match what the customer has advised in this complaint When the customer said they didn’t know when or how the stain occurred, [redacted] ’s agent offered the option of keeping the claim open for hours, to be amended The customer refused the offer, the claim was closed as it was not called in as a verifiable accident In an extreme effort to make this right for the customer we do have a few options to offer the customer- unfortunately this set is no longer available, so exchanging the table is not a viable option *Reselection credit on table top and base only at 100% of purchase price-$this would fulfill the one-time option for replacement so there would be no GPP credit, we will waive delivery fee and removal of table will be done at time of delivery [redacted] We can offer a discount of the table if the customer wishes to keep this table in the homeThis would be a concession to keep of 20% of table top and base only-$which would keep the warranty intact or $with no warranty Refund can go back to [redacted] or be a Bob’s Credit *We can offer a 100% reselection credit on Table only and 60% credit on chairs ($271.94+$345.76) this would fulfill the one-time option for replacement so there would be no GPP credit, we will waive delivery fee and removal of table and chairs will be done at time of delivery Please have customer review these options and advise which one would best serve their needs and we will create the paperwork Sincerely, 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 have honored the customer’s request for a refund of the delivery fee ($229.99) as a form of our apology In addition to this, due to the added issue of the customer having to go to the store to pickup the foundation, I would like to offer an E-Gift Card in the amount of $ We do not normally offer an additional compensation beyond refunding the delivery fee, but I do believe this customer is owed an additional apology Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

Good Afternoon Revdex.com- We are very sorry that this customer is not completely satisfied with the adjustable bed the purchased from Bob’s Bob’s Discount Furniture has one of the most comprehensive mattress comfort policies in the industry This policy is for the mattress only I am sorry if the customer feels there was any miscommunication from the store in explaining this policy It is noted on each customer’s sales order, directly above where the customer signs at time of purchase There are two areas on the sales order that I would like to call attention to The first area is under the Refunds and Cancelation Policy: You may request a full refund on orders for stocked merchandise at any time up until the time we deliver the merchandise to you or until you pick it up The other area to note is the Mattress Satisfaction Policy: If you are unhappy with the comfort of your mattress after having slept on it for thirty (30) days, please call our Customer Care Center at ###-###-#### within sixty (60) days of your delivery and one of our representatives will arrange for you to make a onetime re-selection on your mattress only This does state that only the mattress is included in the return policy We did have our tech come out to the home on 8.17.16, determined that there were no manufacturing defects present in this set We would not be able to return this merchandise on a preference issue If the customer is finding the mattresses to be uncomfortable, we can certainly offer the comfort reselection they are entitled to Bases are not eligible for return I have attached a copy of this customer’s specific sales order for review Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Morning Revdex.com, Please pass on our sincerest apologies for the rude behavior our customer cites to have been met with during delivery and pick up of her merchandiseWe find the reported experience unacceptable and thank our customer for escalating her concerns so that we can ensure the obvious areas for coaching we have are internally addressed As our delivery teams are expected and trained to deliver merchandise to a home and not cause any type of property damage there is a certain amount of trust that we all must maintain in their abilities to adequately judge when an item is not going to fit thru an area for deliveryWith that being stated, we of course expect that the delivery team makes a proper attempt to deliver and also educates our customer on how/why this merchandise is not going to fit into the homeOur records reflect that during the second attempt to deliver the sofa on 10.10.2015, this was again logged as a no fit into the home As of right now we have a pick up scheduled to remove the other items from this sales order for a refund on and have begun the refund process (as indicated on our sales invoice) for the undelivered item and associated fees to return to the customer in the form of a corporate check We do understand the customer’s disappointment in us and feel terrible about the lack of care she feels her concerns were met withFor this reason we have worked above our stated policy to provide the customer with the removal for refund option and we apologize again for any inconvenience she feels that we have caused her Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com- The purchase delivered on came with a one year warranty against manufacturing defects The customer did purchase Goof Proof on the living room sectional only, with coverage for accidental damages The bedroom set, which is the merchandise in this complaint, does have a crack in the footboard This damage is not the result of a manufacturing defect The merchandise does have a one year warranty against manufacturing defects only Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon Revdex.com- We are very sorry if there was any misunderstanding The purchase of the fireplace and bunk bed on had the Goof Proof Plus applied to the fireplace The charge for Goof Proof Plus on the sale would have been much higher if the customer had covered the bed Our salespeople have a scorecard that is used as incentive for their positions, the salesperson would have benefited in the entire order having Goof Proof Plus coverage The salesperson would in no way benefit from it not being applied The customer had the opportunity to review the sale, which clearly indicated which items would be covered before singing and paying If they had wanted the bed covered by Goof Proof, it could have been applied and the charge paidWe are very sorry that the customer is frustrated and continues to call requesting service The only service that can be provided at this time is on the fireplace IF the customer would like other pieces serviced it would be at their expense Sincerely, 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 speak with the customer; we did leave a detailed message with our offer 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, [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 me I have two questions regarding my purchaseI purchased and extended warranty the Bobs Goof Proof,will that purchase be extended to the new purchase or can I get a pro-rated re fund since the warranty is for years and I only used year of the serviceSecondly will the defected merchandise be picked up at the time of delivery of the new merchandise? Sincerely, [redacted] ***

Good Afternoon Raja, I really am sorry that you remain so dissatisfiedMy first response contained information pulled right from our recordings to illuminate the fact that our technician did not report finding anything of an unsafe nature within your homeThat was his complete report to us, posted for everyone’s knowledgeWe have followed the appropriate protocols for your injury report and that is currently being reviewed by an insurance adjuster If you feel the furniture is too heavy to move around and this is your reason for seeking to return it, we have addressed that concern by offering you a reselectionAlthough you were in our store and personally selected this merchandise we are giving you the opportunity to pick something else that may suit your needs better You fully agreed to our refund policy at the time of sale and we are already working beyond our return procedures to satisfy your demand for resolution We are genuinely very sorry when our customers experience any amount of unintended inconvenience and we stand by the quality of our merchandise and the integrity of our entire organizationPlease don’t ignore the fact that the internet contains a small percentage of complaints which stay on foreverWe take great pride in the reality that on a daily basis we maintain a vastly larger pool of customers who are completely satisfied with their merchandise and their experiences with us overallOur customers, our ability to recognize our failures and take ownership to make them right have allowed us to become the 15th largest furniture chain in the U.S We look forward to being able to help you find furniture that better suits your needs and deliver your new selection to you at no charge Sincerely, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Dear Revdex.com, We are very sorry for any misunderstanding that has occurred We had offered to refund the delivery fee back to Wells Fargo; the customer reached out to us through a different channel and accepted that offer That refund has already been processed We are very sorry that there was a medical concern that made this error more difficult for the customer If the customer had reached out to us to advise the mattress was not the one chosen in the store, the entire process would have been handled differently We are very sorry that the customer remains dissatisfied 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, Please pass on our sincerest apologies for the inconvenience the damaged product continues to cause 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 us At this time we are looking forward to completely resolving this customer’s concern on as our records reflect that a replacement item has been scheduled for delivery on this dateShould the customer still be seeking a further apology amount from us they will be able to speak with our Customer Care Office prior to the delivery team leaving their residence on We will review the account and at that time determine what type of compensation we are able to offer We apologize again to our customer that we failed in completing the expected service resolution on and assure our customer that we are working at full capacity to get them their chest in pristine, fully functional condition Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

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 [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 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 This was not reported as an accident Lying on the bed is not an accident, so the claim was denied If this customer had called it in as damage done while vacuuming, that probably would have been covered When it was reported to us the [redacted] would not be able to cover this claim a member of the executive team called this customer and left a message that we were looking to schedule a service to see if we did have any options on the bed rails and the damage to a chest that was also reported This customer chose not to return our call and schedule the tech When the customer called in and requested to speak with a department lead, that lead again offered to schedule the service, the customer refused This bed is no longer available from the manufacturer The rail can not be replaced If that was an option, it would have already been offeredWe can not offer any options if this customer does not allow us to inspect the piece to see if there is any manufacturing defects, or any way to repair it If this customer would instead like us to refund the money paid on this order for the [redacted] protection plan, I will grant that request and process the refund for $ This will eliminate all warranties and protection plans on this order Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com, Based on the consumer’s rejection response I am forced to assume that they may have missed our previous communication so I am reposting in the hopes that we can continue to help our customer’s move forwardThe bold underlined text outlines what we are looking for from the customer to aide in moving forward with resolution on the chairsAs a business we are responsible to offer options as disclosed in our warranty coverage terms and conditions and we are certainly trying to do just that As the customer has communicated, the customer caused damage to the table top is a ‘Goof Proof’ concern and would need to be reported to the [redacted] company -as indicated on the sales invoice we provided at the time of sale- accidental damages are handled by the [redacted] company, not Bobs Discount Furniture Original response for dining room furniture: In reference to the dining room furniture – The customer was granted a reselection on a previous set from as an extreme courtesyAt that time one of the customer’s chairs had a rung that came off of the chairWe asked the customer to pay $(+tax), because they were beyond the warranty period associated with this chair, for a new part and the customer refusedInstead we agreed to take back the entire set of dining room furniture and deliver what the customer currently hasThe current table in the home has extreme signs of in home damage to it (please see the attached pictures) As a business we are unable to make any more courtesy offers to the customer in relation to the dining room merchandiseWe are happy to offer service, parts, or replacement on the chairs under the terms and conditions associated with the customer’s Goof Proof Plus Protection PlanOur technician reported to us that he attempted to offer service on these chairs on and was told by the customer not to repairThe concern the chairs are having is serviceable and we guarantee the product thru the five year protection plan period If the customer still wants to refuse service and would like to look into the option of using up their one time replacement (this means fulfilling the protection plan purchased) they may submit photos of all the chairs to the Revdex.com so that we can review the overall condition of the merchandiseWe will respond with what option for replacement is available after this reviewIt is acceptable for any retailer to expect that the merchandise will be kept in overall good condition prior to the initiation of a warranty claim Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

On Oct 18, Bob;s came w/railings to install on my daughter's Chadwick bedThis is the third day that I took off workOnce again, it was not repaired because the repairs that were done on 9/27/were done incorrectlyI have to stay home from work again tomorrowI want to be compensatedI don't get paid when I stay homeRefund

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 Acceptance Now Company – not Bobs Discount Furniture I can confidently state that this type of agreement is commonly reviewed with an Acceptance Now 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 Acceptance Now Company directly We do not own the contract We do have the responsibility to honor the manufacturing warranty Each state has individual laws regarding collection calls while at work We suggest this customer research the states policy We have no ability to control the policies of another company Kindest Regards, Tracy NS [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Morning Revdex.com and [redacted] We are very sorry for the delivery issues this customer experienced All of the calls that come into our call centers are recorded I was able to listen to the calls that were placed by the team, while they were at the customer’s home While I can not be aware of what occurred between the customer and the team before the call was placed, I could hear the situation was very escalated Due to the nature of the conversation that took place between the team and the customer, while they were on a recorded line, we have to support the team and the concern they had for their own personal safety It is regrettable that the situation escalated in the manner it did, we would not wish that to be the delivery experience for any of our customers Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture