Autumnwood Homes

Complaint: [redacted] I am rejecting this response because: the situation was mishandled from the day of the storm onI called min before asking was my scheduled delivery that was already late by 2hrs after the time was coming to only be told no the truck had made its last stop and I wouldn't have a bed until Monday, nonetheless at that point was offered an appt time for Monday at 7am (I recorded all voice calls for further evidence) and was told I would be placed first stopThis also didn't happenThen to my surprise upon calling to check my stat on Monday was told they should be to my home by am the truck was already in [redacted] to only call back at am and be told the truck was in [redacted] Again with all the lies and misleading the business was handled unprofessionally and poorly I will never forget this experience and will never do business with bobs ever again! Sincerely, [redacted]

Good Morning Revdex.com, We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from usGuardian (Crypton 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 carriesWhile the portion thru Guardian is strictly for accidental damage, the protection plan also carries a five year guarantee against factory defects directly thru BobsIt would be rather overwhelming and possibly completely intrusive to most, for any customer to have a sales professional review every single occurrence of factory defect (that may never end up occurring) during what is supposed to an exciting time of sale 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 accidental protection plan, Guardian 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 Guardian is continually sending these documents as many claims for coverage are routinely approved We again apologize that the customer didn’t receive the service expected from the Guardian company and are willing to look into this claim further and dispute the claim with Guardian on their behalf should we feel necessaryPlease also note that our internal records show no attempt on this consumer’s part to communicate this damage to our business directly prior to filing this Revdex.com complaintWe do encourage the customer to contact our Customer Care Offices ( [redacted] ) if they feel this is a manufacturing defect so that we can assist them directlyShould they wish to continue using the mediation services you provide we are more than happy to honor that route as the customer wishes Like many other protection plans there are terms and conditions set forth in order to provide fairness in resolution for all customer’s alikeWe stand behind the expectation that all consumers must adhere to the expressed guidelines of the protection plan We are happy to research this concern further should we receive more, appropriate information from this consumer via this Revdex.com mediation channel To move forward with disputing to Guardian please advise the customer that we require an accidental damage report that reasonably corresponds with the damage present and a minimum of three (3) pictures (in color) for each item that is listed in the report to GuardianI have listed the requirements below to ensure our request is specifically notated: -Minimum Photos of the loveseat: - Picture that clearly shows the entire facing surface (seats, inside backs, arms) of the loveseat - Picture that clearly shows the damage mark(s) at close range -Picture that clearly shows the damage mark(s) at a distance We will review these photos and respond with what, if any, options for resolution we may have to offer this customer Sincerely, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

Good Morning ***, I apologize that you found my first response so insulting That certainly wasn’t its intent and as a representative of Bobs Discount Furniture for the greater part of a decade I honestly care for each and every one of our customersI respond to customers who feel the need to escalate their claims on a daily basis and I genuinely hope to communicate my willingness to provide the best care possible in every single scenarioI love my career and I am blessed to work for a company that has been built on ensuring our customers are satisfied day in and day outI trust that if you take the time to read the responses I continually post on the Revdex.com you will learn that Bobs does not provide “scripted service” I don’t believe I gave you any reason to think I would question the trust that exists between you and the person accepting this furniture however I apologize to you again if there was some reason you felt it necessary to cite a comment of that nature Bobs Discount Furniture believes that repairing a product to better than showroom quality does not make it the same as our clearance or pit merchandiseIt makes it better than new, if the item came from the factory with damages why would any retailer want to take a chance on disappointing their valued customer again? Since your furniture would be receiving one on one attention instead of coming from the factory and many assembly lines again, professional service really is the best option for every customerIf you are unable to see the value in that offer I understand and of course we would never force any customer to accept any route for resolution they aren’t comfortable with The reason you were not offered an additional discount on the affected product after the initial failure is because we do not make a habit of bringing our customers defective merchandise multiple timesWe would not be growing at the successful rate we are if we continually disappointed our customers and caused them this amount frustrationOur intention is to deliver you the product that you purchased in excellent condition and in the event we fail we do not find it appropriate to throw empty monetary funds at our customer as a way of pacifying the situationWe would much rather spend more of our own money and rectify the failure by bringing you the merchandise you purchased in the condition you originally expectedIt is also far beyond our clearly expressed policy documents to provide a refund on any sale once merchandise has been delivered as we are fruitful in our efforts to make any failure right by our customerYou are receiving these further options for resolution as an extreme exception because I can see and relate to the fact that you and your family have not been provided with the typical Bobs experience we pride ourselves on I do understand your frustrations and I completely acknowledge the importance of this purchase and the intent it was given withI do hope you can see that we are trying desperately to make this right by you and your familyEveryone involved here is a person and people make mistakesWe have taken every precaution available to us to ensure this fourth attempt does not fail and you receive this beautiful gift in pristine conditionThe delivery team is able to contact our Customer Care Department from the delivery address prior to leaving the residence so while totally unanticipated, if there is an event of disappointment, we are prepared to speak with your family member via our Customer Care Department immediately I apologize again for your displeasure and assure you that you want nothing more than to satisfy your concerns and deliver your family a gift that can be enjoyed for years to come Kind Regards, [redacted] Bobs Discount Furniture [redacted]

Good Afternoon Bryant, I apologize that you remain so dissatisfied with our responses to your request for compensationWhile I again acknowledge that this experience has been frustrating for you, the fact remains that as a retailer we must also consider the safety of all employees (as well as others on the road) during times of inclement weatherYou paid for a delivery service which was successfully completed to you and your product is in the good condition you expected it inAs a business we have corrected the concern present and offered you a further form of our apology 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 the 15th largest furniture retailer 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 amountShould you wish not to provide us with another opportunity to deliver merchandise we can understand the reasons why in this scenario and we have several cash and carry items that can be taken from our showrooms or pit locations as our free gift of apology with use of a gift card As the Revdex.com is aware, the size of our business is massive and we would not be continuing to grow so rapidly into new territories if we operated without honesty and transparencyWord of mouth travels extremely fast especially in an age of technology and It is a terrible fact I learned many years ago in my business that a happy customer will typically tell of their family/friends while an unhappy customer will tell of their family/friendsAdd social media into the mix of that and you can place a zero on the end of both those figuresI do not deny that we, like any business, have unhappy customers who have experienced failures or headaches while seeking to resolve their claimsThe internet is a place where information even from many years prior remains currently viewed and judged uponMany customers whose claims have been resolved or denial results overturned don’t feel the need to take action on reposting/posting positive feedback The truth is the amount of Revdex.com claims you have listed reflects a three year period of timeTo categorize our business as poor quality or state that all of our customers are complaining just doesn't give the nearly 3,(average amount of daily deliveries alone) customers that are receiving a great experience today and in the future, as well as my nearly 4,team members who strive every day to make the experience a pleasant one, ample credit.We are genuinely very sorry when our customers experience failures that result in 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 for long periods of time and thru some sites -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 overall In an extreme effort to honor your demand to be accommodated by way of a refund we will make a one time courtesy offer to provide your original method of payment with a $refund as our form of apology instead of our original offer of a $Bobs Discount Furniture Gift Card Should you wish to accept this $refund instead of the $Bobs Discount Furniture Gift Card offer please respond to us thru this Revdex.com mediation channel and we will process this refund to your Wells Fargo Financing AccountIt can take up to full billing cycle for you to see this refund post to your financing account We apologize again for the impression you have been left with of our company and thank you for taking the time to provide us with your continued feedback Kindest Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

Complaint: [redacted] I am rejecting this response because: I was promised a replacement for my sister reclinerThe merchandise was delivered today 2/24/ The chair was the wrong style and color I spent minutes on the phone with a customer service representative by the name of [redacted] She informed me that the chair in question is a dropped item which means they no longer carry it She has set up a service call for the chair to be repaired If the chair is not repairable we they will at that time allow us to go to their local store and pick one out to replace it I explained to them more than once that this chair is for a mentally disabled personBut as you can see from the way they are treating this it has no bearing on how they operate their customer service department Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: They tried to reach me during my working hoursI think they should try more than once I most certainly was told, If you wait the days you can save a re delivery charge.Sincerely, [redacted]

Good Day Revdex.com, Our offices are in receipt of this response on and we are answering this claim on In reference to facts: Our sales invoice (commonly signed by the consumer prior to leaving our retail location) depicts the following policy: 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 time Please note the also expressed policy for returning merchandise: REFUNDS AND CANCELLATIONS 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 As indicated previously the technician located no factory defect and as we stand behind the integrity of all our technicians and their ability to provide us with appropriate reportsWe continue to stand behind the resolution set forth and already accepted by the consumerWe have already approved exceptions above and beyond the agreed upon policy in an effort to meet this customer’s demands and allegations Our business took an extreme loss outside of our policies and asked only that the customer cover the cost of delivering his new purchaseAs we did not fail this customer on product or delivery it remains fair and adequate to the resolution offer that should the customer have wanted to contract a second delivery service (which is a separate cost from the price of merchandise and has always been represented by our company this way) a delivery fee be paid We are very saddened that our customer cannot understand our position as a business and see the value in the exceptions we did make to treat this case as an individual scenario and seek their satisfactionOur records indicate the new product was delivered on with no further indication of concern Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com, Please pass on my apologies to our customer for the disappointment he is currently experiencing with his product The customer’s recliner was replaced utilizing the [redacted] *** Plan he purchased from usThe [redacted] *** Plan allows for five years of unlimited parts and service or a one time replacement outside of owning the merchandise for a period of one yearThe customer no longer has [redacted] *** Protection on the recliner due to the [redacted] agreement of one time replacement being fulfilled on the recliner Our records indicate that the other living room items were delivered to the customer on 04/05/and his report of concern came to us on 11/04/At this time the customer was past one year of ownership therefore we start offering protection under the [redacted] Plan the customer purchased for such occurrencesShould the customer wish to use up his one time replacement option for an even exchange (like he did on the recliner) on the sofa and the loveseat that is certainly his rightWe always recommended parts and service as the best route for resolution since this avenue keeps the protection plan active on the merchandiseWe apologize that there is a delay in container shipment from the overseas vendor and if we could get the parts any sooner we most certainly would Should the customer be unable to wait for the replacement parts to come in he may contact our Customer Care Offices (###-###-#### –Mon-Sat/ 6:30am to 8:00pm) and initiate his one time replacement option under the [redacted] *** Plan that remains active on this sofa and loveseat The five year protection plan is an option on all purchases and not a requirementThe customer is not being forced into “re-purchasing” it on his newly delivered items should he decide that a replacement of furniture suits his needs more so than the option of replacement parts As the customer was charged $for a five year guarantee on merchandise that retailed for $1,we do believe it is obvious as to why a replacement of an item (including the cost of delivery) fulfills the contract of the planWe stand behind the value of our [redacted] Protection Plan and its option for a one time replacement only Kind Regards, [redacted] Bobs Discount Furniture [redacted]

Good Morning Revdex.com, Please pass on our sincerest apologies for the inconvenience the multiple services and defective seat continues to cause our customerWe can certainly understand the customer’s frustration and assure our customer that we have been and continue to provide the best resolutions possible to address the product’s concern Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern the product has right so that our customer is satisfied with the product that they have purchased from usAs the retailer we have taken full responsibility for the defects that the seats were experiencing and provided the resolution of replacement parts to correct this concern Our technician should have taken the defective parts away with him at the time of service and we have already begun addressing the obvious coaching concern this information has presented to usShould the customer still need these old parts disposed of we are more than willing to provide an option for resolution to take care of this Please see the underlined verbiage of our ‘Service Policy’ as listed below and indicated on this customer’s original invoice (this is commonly signed as agreed to by all customers prior to leaving our store on date of purchase): 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 time Our records indicate that the original manufacturing concern has been nearly resolved; we certainly did not expect one of the seats to arrive in poor condition from the manufacturerOur records also depict that the technician was in the home from approximately 1:00pm – 2:45pm and completed the installation of out of coresThe concern remains present from one part out of all we ordered and as a business we have already offered another suitable resolution that deviates from our expressed policies (as indicated above) in an effort to please this individual specificallyPlease note we would normally offer to re order the remaining one seat core that is experiencing a defect and complete our original agreementWe have paid for parts and labor and are willing to yet again take on another extreme cost of taking back (and disposing of) the current merchandise for a store credit reselection and deliver new merchandise while covering all costs associated with a new delivery feeWe are able to compensate for our failures and not one individual’s assessment of their personal timeA failure absolutely occurred on our end when the initial installation service wasn’t properly scheduledWe are regretfully unable to control the fact that a service was canceled for weather related reasons and do apologize that the customer cites to have experienced any errors while rescheduling thru the automated systemAs another effort to work out of policy and provide the customer with an apology offer for the scheduling and rescheduling failures we are able to offer a $Bobs Discount Furniture Gift Card right now At this time the product concerns are being addressed within our expressed policies as well as above and beyondWe stand behind the already offered resolutions as the most fair and adequate offers we are able to provide this customer withWe have further made an apology gift card offer and indicated that we will make every effort to remove any old parts the customer has been wrongly left with in the home Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Morning Revdex.com, Please pass on our most sympathetic apologies to the customer for any type of communication error they allege to be apart of the sales experience within our ‘***’ locationWe further apologize that the customer feels there was any lack of care present while initially reporting this concern to us and we assure our customer that we take great pride in being able to resolve customer concerns in a fair and adequate manner Our records reflect that the merchandise in question was picked up from a ‘***’ (Clearance) location and not delivered by a Bobs Discount Furniture representativeThe merchandise was also sold to the consumer under the agreement that they were accepting the merchandise on the same day of sale in the condition it was in, therefore the merchandise was sold at a further discounted rate than what is offered as our regular discounted retail rateWhen merchandise is taken from a retail location for any reason a document is signed by the consumer picking up this merchandise indicating that they are accepting the merchandise in its current condition and taking full responsibility for the merchandise and its transport from that point forwardAs I was not present at the time of sale I cannot confirm whether the consumer asked the pick up personnel to remove the leg from this loveseat for transport or notI do know that it is a common practice of mine to remove the legs from a loveseat to ensure it fits through a standard doorway while I am transporting my own product in between residencesPlease know that a Bobs Discount Furniture representative would not commonly have been present at the ‘delivery point’ to put a leg back onto this merchandise given the nature of this sale and the fact that our records indicate the customer picked up this merchandise on their own As a business we regretfully cannot accept responsibility for a damage that was caused beyond our control The additional ‘year [redacted] Plus Protection’ plan procured on the merchandise offers coverage against factory defects and most in home accidents (I.Estains from food or beverage, human or pet bodily fluid)Our sales invoice, that is routinely expressed to and signed by the consumer, clearly outlines the purpose of this protection plan and the fact that merchandise is not returnable after the act of possession has occurredBobs Discount Furniture prides itself on core values such has integrity, honesty, community, and diversityTo allege that any of our sales representatives or personnel would mislead a treasured customer for any reason is malicious and vindictive This complaint was sent to you on and received from the Revdex.com by our Corporate Offices today (1.20.2015)As of (one day after the concern was filed for your review) our account records confirm that this customer’s desired settlement has been metUnder internal order number [redacted] the customer has been provided with a store credit for the amount paid on the loveseat and protection planThis was completed as an extreme courtesy and our company has made a valid effort to work above and beyond the company policy guidelines we continually express in writing to please this customer’s individual demands We consider this complaint closed at this time and encourage the customer to reach out to us directly should any unforeseen need for follow up occur at this timeWe sincerely apologize again for the amount of time the customer has had to spend on gaining the escalated resolution they originally strived for Kind Regards, [redacted] Bobs Discount Furniture [redacted]

Good Afternoon Revdex.com, Please pass on our sincerest apologies for the disappointment our customer is experiencing with their merchandise and the protection plan they purchased at the time of sale Our records indicate that this merchandise was purchased on 01/16/2013, our company did not offer the ‘Goof Proof Plus’ plan (as indicated on our website) until 4/01/This customer purchased ‘Goof Proof’ on their sale which is coverage provided thru the Guardian company only for a variety of in home accidental damages The merchandise was delivered on 01/23/and guaranteed against factory defects thru Bobs for a period of one yearThat year guarantee expired on 1/23/(over a year ago-leaving the customer with active protection thru Guardian only) and we received no reports of concern from this consumer within our direct guarantee period We are very sorry if the customer found our technician process to be unsatisfactory and also for the report of rudeness from our Customer Care Agent; our technician was sent out to the home at no charge as a courtesy to aide our customer to the best of our abilityWe find it unnecessary for any technician to remain in a home when we can communicate more thoroughly with our customers one on one and the technician has other services to get toI have included photos of the damages present (provided by our technician) and it is clear as to why these damages cannot be repairedThere are multiple damages that have occurred off of the seams themselves over a period of time within the customer’s possession In regards to the ottoman, it is not common that a 100% POLYESTER material make up just begins to discolor on its ownYes, this could be the result of wear and tear combined with environment however not commonly the result of factory defectsOur technician did not deem this to be a defect in the factory’s workmanship nor does the customer maintain the “Goof Proof Plus” plan that they are referring to seeing on our websiteUnless they have an accidental occurrence to report that coincides with this discoloration (to Guardian) there are no active resources available for full coverage on this ottoman As a one time extreme courtesy and because Bobs Discount Furniture truly does care about our customers we can make a one time courtesy offer for resolutionShould the customer wish to accept this courtesy offer they can contact our Customer Care Offices ( [redacted] -6:30a-8:00p (Mon – Fri) & 10:30a -7:00p (Sun)) and we will complete the remaining processing needed: Courtesy Offer for Resolution: If the customer would like to reselect to a different set we will provide a credit (store credit) of 70%This 70% will be based off of the original cost paid for both the Sofa and the Ottoman from the ‘Noah’ setIn 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 Sofa and Ottoman the customer has in the home before or on the same day the newly selected items are deliveredWe can cover the cost of removing and disposing of these items as an additional courtesy as we continue to stand behind the integrity of our technician’s report

Good Afternoon Revdex.com, We apologize sincerely that the customer feels so deceived by our companyI assure our customer that it does not in any way benefit us to not deliver scheduled merchandise as agreed uponOur records indicate that our team did report and provide sufficient evidence of the concern (to their trucking company) that occurred delaying them at the end of the customer’s drivewayWhile we certainly understand the customer’s side of this story we do trust that our delivery team made a valid attempt to try and deliver this merchandise on the scheduled dayAs indicated on the customer’s sales receipt, our delivery tracker website, and trifold provided to every consumer who purchases we run an all day delivery service and there are events on the road beyond anyone’s control that can delay the estimated arrival time we provide We are extremely clear in our effort to communicate this truth and in over 97% of cases our teams deliver within the estimated windowWe apologize further that this customer was affected by any delays beyond our business’s control In researching further, the customer’s account denotes that when ‘ [redacted] ’ spoke with our agent ‘ [redacted] ’ from the delivery department on she connected the call to her husband ‘ [redacted] ’‘ [redacted] ’ spoke with ‘ [redacted] ’ and provided ‘ [redacted] ’ with her direct phone number, she explained that we were doing everything in our power to hold the merchandise at our trucking company and get a delivery added on for the following dayDuring this call ‘ [redacted] ’s’ notes also depict that she approved refunding the delivery fee paid to us a form of apology for the inconvenience the customers experiencedWhile it may seem like a simple task to a consumer, holding merchandise at a trucking companies transfer station is not an easy task and by working to the best of our ability to accommodate this customer’s demand we risked disappointing other customers to place an extreme need on getting this delivery accomplished the next day Holding merchandise and refunding a delivery fee are both exceptions to our policies and procedures and we have been diligent in honoring the customer’s side of this scenario and working above our practices to accommodate their demandsWe were able to deliver the merchandise the following day (12.11.2014) and the merchandise was accepted by the customer Again we do understand the customer’s frustration and apologize that they feel our delivery service has failed them therefore as a courtesy we agreed and completed the necessary paperwork to refund this fee directly to the financing account the customer used to make this purchase We are unable to apologize monetarily based off of any one individual’s time and can only offer a further form of apology based off of our own failures, in this case the failure the customer experienced applies directly to the delivery fee that has already been taken off of the financing charge In their ‘desired settlement’ section the consumer has made a reference to wanting to return the merchandise accepted into their home for a refundShould the customer be unsatisfied with the merchandise because of concerns with the product we are more than happy to address those concerns with the customer directlyTo date no concerns with the product have been reported to our Customer Care OfficePer the agreement signed by the purchaser at time of sale, there is no cancelation option for a monetary refund on merchandise once the product has been delivered into ones possession Please ask that the customer reach out to our Customer Care Office at ###-###-#### should there be any quality concerns with the merchandise, we are more than happy to help correct these concerns directly given the proper opportunity by our customer The refund of the delivery fee has been processed to the financing account with a confirmation credit number of [redacted] - (in the amount of $242.65)It may take one full billing cycle for this refund to fully show up on the customer’s financing bill We apologize again to our customer for any aggravations we may have caused during delivery and look forward to hearing from them should there be evident product concerns with the merchandise Kind Regards, [redacted] Bobs Discount Furniture [redacted]

Good Afternoon Revdex.com, We don't blame our customer for being upset with us and on behalf of Bobs Discount Furniture I extend my sincerest apologies to our customerI know and acknowledge how unpleasant the initial delivery experience must have been for our customer and while I know this is their Bobs experience I assure our customer that we would not be continuing to grow if all our customers were met with so much disappointment during such an important purchase The customer’s comments regarding the service received by the delivery team are very important to usWe want customers to love shopping with Bobs, so a report of a disturbing experience with any delivery team is a serious concern for usOur customers deserve only the best service and we have begun addressing the obvious coaching concerns the customer has brought to our attention and will take the appropriate actions In terms of our Customer Care team seeking to make the delivery failure right, our records indicate that the customer has been placed on a special request expedited add on for delivery on (this Saturday)We did explain that we would make a special request for this expedited delivery to the customer when we last spoke on We have made a valid effort as a business to correct this mistake and apologize again to our customer for the footboard not arriving to their home as we intended it to 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 We have continued as a business to address this individual’s concern the moment it is presented to us and work out of our guidelines because we realize the level of dissatisfaction this consumer is emulating as a result of our failures At this time we are looking forward to completely resolving this customer’s concern on and should 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 at that time and determine what, if anything, further we are able to offer Kindest Regards, [redacted]

Good Afternoon Revdex.com, We apologize to our customer for the inconvenience that has been experienced while seeking to get the working parts for these items Our records indicate that as of Sunday our [redacted] Operations Manager followed up with this customer and provided the parts requested At this time we would consider this concern closed unless our customer makes us aware that further assistance is necessary Kind Regards, [redacted] Bobs Discount Furniture [redacted]

Good Morning Revdex.com, Please pass on our apologies to our customer for the unexpected delay in the product’s shipping time and the refund processes a payment by check follows within our expressed policies Our system indicates that this order was placed via phone so we have already begun following up on the information this consumer cites to have been communicated by the sales professionalOur inventory system will not allow for merchandise to be held on any sales order that is not paid in fullAs our sales invoice discloses, merchandise can be canceled at any point in time prior to the customer taking possession for a full refund therefore there must be a arrangement in place that keeps purchasing and reserving fair for all consumers alike It is highly unlikely that our sales professional intentionally failed our customer and by all accounts we do believe that the appropriate information on stock availability was communicated during the initial conversation we held with our customer Stock depletes for many reasons unexpectedly including the receipt of a faulty shipment from the vendor or a delay in the transit of the overseas shipping containerWe remain just as disappointed as our customer that we were unable to provide the merchandise at the exact time expected As our records indicate that this order was placed by telephone, I cannot be certain how the customer located the merchandise they selectedI mention this because the processing time on the check refund falls in line with the expressed policies via the sales invoiceThe sales invoice is normally provided to our customer at the time of sale within our store, however we also disclose this process via our website for customers who are shopping or browsing products onlineI have included the link below and apologize again to our customer for the wait time on the refund check as well as the disappointment in merchandise availability [redacted] Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com, I feel terrible and extremely embarrassed after reading about this customer’s experience with usI don't blame our customer for being very upset with us and on behalf of Bobs Discount Furniture I extend my sincerest apologies I know and acknowledge how unpleasant this entire ordeal has been for our customer and while I know this is their Bobs experience I assure our customer that we would not be continuing to grow if all our customers were met with so much disappointment during such an important purchase The comments regarding the service received by our delivery and customer care teams are very important to usWe want customers to love shopping with Bobs, so this report of such a disturbing experience with our associates and merchandise is a serious concern for usIt is inexcusable for anyone to speak to or act towards a customer in an impatient way during any delivery or customer care interaction I know it is upsetting when someone who should be serving you is disrespectful and we do hope our customer will accept our deepest apologiesWe have begun addressing the obvious coaching concerns our customer has brought to our attention within our staff and will take appropriate action Our records indicate that we were able to successfully deliver and assemble a bed for our customer as of We have also provided our customer with a further form of our apology by refunding the original delivery fee paid to us I truly wish there was a way I could undo what has been done and I apologize again for the appalling impression our customer has been left with of our company Our customer has our pledge to maintain the quality of all our customer interactions at every level and we truly thank our customer for reporting these incidents to us Kindest Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

Complaint: [redacted] I am rejecting this response because: my parents who own this sofa are on a limited income and do not want to spend any more money at the storeThey feel years is a very short lifetime for the money they have already spent, They have no confidence in the merchandise sold thereTheir expectation was a suitable replacement Sincerely, [redacted]

Good Morning Revdex.com, Please pass on our sincerest apologies to this customer for the disappointing experience they have ensured during their purchase from usOur records indicate that this customer’s concern has been addressed at the highest levels possible within our organization It is beyond our processes to refund a customer after a purchase and delivery has occurredWe have worked above policy because we do realize as a company the failures that our customer has endured in this specific scenarioWhile we understand and take responsibility for this customer’s frustration, our sales invoice does indicate that should any refund be processed in the form of a check to the customer the time frame for complete processing is around 7- business daysWe made requests to get this customer the refund checks sooner and I assure the customer that our Accounting Department and Customer Care Management Team did the best they could to get these checks mailed out as soon as possible As of today (1.08.2015) the customer’s refund checks (2) have been fully processed from our end and we expect these to arrive to customer very soonOur records indicate the following has been completed from our [redacted] , CT Corporate offices: (1) Check in the amount of: ( Processed fully on: 1.05.2015) (1) Check in the amount of: (Processed fully on: 1.07.2015) Kindest Regards, [redacted] Bobs Discount Furniture [redacted]

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 meSincerely, [redacted]

Good Afternoon Revdex.com, Our records show no indication of service appointments or resolution agreements with this customer since September of Bobs Discount Furniture provides coverage for factory defects under the protection plan this customer contracted at the time of sale The Guardian company, who we believe the customer has been working with and is, making the complaint regarding, provides coverage for various occurrences of one time accidental damages Should the customer be experiencing a factory defect with their chairs we are more than happy to research how we can help directly should we be provided with information as to what the defect concerns are with this chairs Please ask the customer to provide a report of the concern along with photos of the chair’s concern(s) and we will research how Bobs may be able to assist directly and respond thereafter Kindest Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison