Autumnwood Homes

Good Afternoon Revdex.com, I just personally listened to the call I provided transcripts from in my last response and at the start of that call our agent clearly asks if the person she is speaking with if she is [redacted] and the caller confirms that they are [redacted] Again this call took place on at 1:32pm and it was confirmed (as depicted previously) there would be a new delivery fee charged on the [redacted] setAlso stated by “ [redacted] ” within this call is an admission that we gave her the choice to refuse the original set or accept it and she indicates that she made the choice to accept the original set into her possession The act of providing our internal records at the request of a customer utilizing a mediator service is completed at our discretion and as I have personally listened to this recording I do not find a full transcript to be of necessary need Based on a full review of facts within this case and the multiple reasons I have clearly outlined in my initial response we feel it is fair and adequate that the customer be charged a second delivery fee for a second delivery attemptWe have accommodated this customer with a full store credit on her merchandise to the best our ability and we apologize again if the customer remains unsatisfied Sincerely, [redacted] Bobs Discount Furniture [redacted]

Good Afternoon Revdex.com, We sincerely apologize for the inconvenience and the frustration that has been caused to our customer from multiple exchanges and product disappointments I have placed two options for resolution below and ask that the customer respond to us thru this Revdex.com channel in writing as to what option they would like to have processed to resolve their concern Should the customer not respond before the Revdex.com closes the claim as ‘assumed resolved’ ( days) these options will no longer be considered active offers for resolution Option #1: We will remove the current ‘ [redacted] ’ sectional ( [redacted] ) from the customer’s home and provide a monetary refund for the amount the customer paid on the sectional, [redacted] ***, sales tax, and delivery Should the customer accept this option we will contact the customer to schedule a pick up of the merchandise and the monetary refund will be processed back to the customer after the merchandise has been returned to our warehouse -Or- Option #2: We will issue the customer’s original method of payment a monetary refund for the [redacted] *** ($99.99) and a 30% discount off the purchase price of the merchandise ($239.70)Should the customer accept this option there will be no continued warranty coverage on the merchandise or responsibility for repair/replacement thru Bobs Discount FurnitureThe customer will be agreeing to keep the merchandise as is We look forward to hearing back from the customer via this Revdex.com channel so that we can help them move forward and resolve their concern

Good Morning Revdex.com, Please pass on our apologies for the disappointment that our customer is experiencing after owning this product for such a long period of timeWe absolutely stand behind the quality and value of our productsWe remain transparent and honest by always displaying in writing what materials every one of our living room sets are manufactured fromWe also provide our customers with the clear parameters of our Goof Proof Protection plan at the time of saleI have included the sales floor line up sheet of this customer’s set as well as the sales flyer sheet outlining what the expired Goof Proof Plan offered coverage for on this product Per the original sales invoice number we have on file this customer’s sleeper sofa was sold at a price of $(you will also see this displayed on the attachment I have included)The Goof Proof Plan that was purchased was intended for one time accidental damage coverage as outlined and is not meant to cover the products wear and tear patterns based on its material makeupThe direct Bobs Discount Furniture warranty expired on this plan in This product is made of bycast leather and this was displayed for our customers review at the time of purchaseAs the first name on this sales invoice differs from that of the customer filing a complaint and six (6) full years have passed since the purchase date it will be very difficult to determine who was actually present at the time of sale and what literally transpired between our sales professional and the present consumer Based on the fact that this sleeper is made up of bycast leather its material makeup has lived past its expected lifetimeThere are many facets of education available to the public regarding bycast leather and its pros and consWhen making a purchase of this size there is a certain expectation from any retailer (including that of the automobile industry, electronics and home appliance industry) for consumer responsibility Bycast leather is made from a split hide of leather (a different layer of flesh than the initial top grain of the animals flesh) that is coated with a layer of polyethyleneThere are many pros to a bycast product such as its very uniform surface being easy to maintain (top grain leather is far more sensitive to upkeep as it is more of the animal’s natural skin that you’re sitting on) and any defects that were in the leather to begin with are masked during the manufacturing processThe cons of this product include the reduced breathability of the material makeup and possible issues with flex over timeThis is why the damage that is being reported by this consumer is the result of wear and tearThere is no factory defect present and the consumers set has lived up to its expectations in all reality, including the value of a $price pointWe do sell top grain leather products (that are displayed as so) and the price point on those is considerably higherThe same goes for a top grain leather set that retails for $2,000-3,at another businessThe expected lifetime of the product is longer due to its manufacturing processBycast leather products are not isolated to Bobs Discount Furniture and we do pride ourselves on being able to offer every level of value available in our industry to our full customer base Based on the complete review of all facts within this case this is normally a no recourse situation for any retailerAs Bobs Discount Furniture is a retailer that cares about our customers beyond the level of our industry we have listed two options for resolution that we feel are more than fair below Option #1: We will provide our customer with a 30% store credit based on the price that was paid for the sleeper sofa ($749) and the matching ottoman ($199)The store credit can be used within any Bob’s location towards the purchase of new furnishings (it does not have to be a living room set) that will better meet this consumer’s life expectancy parametersWe highly suggest that this consumer does not purchase a set made up of bycast or bonded leather given their current disappointment with the set they haveIf the consumer is willing to accept the 30% store credit we will offer to cover the cost of delivery for the new set they select from our showroom and also cover the cost of removal and disposal for the current sleeper and matching ottoman -Or- Option #2: We will provide our customer with a 50% store credit based on the price that was paid for the sleeper sofa ($749) and the matching ottoman ($199)The store credit can be used within any Bob’s location towards the purchase of new furnishings (it does not have to be a living room set) that will better meet this consumer’s life expectancy parametersWe highly suggest that this consumer does not purchase a set made up of bycast or bonded leather given their current disappointment with the set they haveIf the consumer would rather accept the 50% store credit, Bobs Discount Furniture will not be responsible to remove the current sleeper and matching ottoman from the customer’s home or cover the cost of delivery for the new merchandise the customer selects The consumer can respond directly to me via this channel if they would like to accept either of these generous offers for resolutionPlease ensure in doing that the consumer is aware that they should clearly indicate what option they are selecting so that I can create the appropriate paperwork and have our retail location follow up with them as soon as possible Kind Regards, [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 However, I will be responsible to discard the damaged couch and loveseat, because I will be going out of the country within a few weeks and will not be available before then Also, how will I be able to redeem the credit with Bob's Discount Furniture? Sincerely, [redacted]

You need to stop having your employees telling customers that they are correct and don't worry and when they leave or get off the phone deny coverageBoth a technician who came to my home and the rep who set up the appointment told me this was an issue that is covered under the warranty and needs to be replacedBobs furniture does not have a very good reputation of honoring warrantiesI purchased a lot of furniture from [redacted] and [redacted] and every time they would come with an issue it would be taken care of the same dayWhy is so difficult with Bobs? Is it because everything that is sold is of sub par quality and you can care less about repeat businessI bet every customer that has ever had an issue has never come back to purchase anything else from you againI sincerely hope you do the right think and replace a product that you should stand by Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] [redacted]

Good Afternoon Revdex.com, Please pass on our earnest apology for the inconvenience the multiple deliveries caused our customerWe can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels so dissatisfied with our services overallMy offices are in first receipt of this rejection on and we are responding within the same day of receipt from Revdex.com (2.12.2012)Our records indicate that we were able to provide a satisfactory footboard to this customer on While 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 policiesWe do not normally offer apology monetary amounts as we value the opportunity to prove to our customers that on an extremely large scale our clients are very satisfied with the service they have received from all levels of our organization As our records reflect that the merchandise concern has been rectified, we can offer to provide the customer with a monetary refund based on 50% of the amount paid to us for a delivery fee on this sales order ($100.00)Should the customer wish to accept this offer as a further form of apology from us, please advise that they may respond to this communication via the Revdex.com as ‘satisfactory’ and we will have our retail location reach out to them to complete any further processing needed Sincerely, [redacted]

Good Afternoon Revdex.com, I have reviewed [redacted] account and concerns in full at this time I believe the best recourse for both parties involved is a removal of the furniture from [redacted] home for a full refundWe have offered multiple options for resolution from the highest levels of our Customer Care Office and [redacted] has refused each option we feel is a fair and adequate offer While I am truly very sorry that we were unable to satisfy our customer after multiple delivery attempts, I do understand his reasoning for wanting a full refund due to the frustration and inconvenience we have caused himI tried calling [redacted] on the phone number he listed in this complaint today (at 1:42PM) and I wasn’t able to speak with him directlyI have left him a message to please contact our Customer Care Office at ###-###-#### to schedule a date that we can remove this furniture from his homeOnce the furniture has been fully returned to our warehouse, and only at that point, our system will allow the refund process to beginA couple business days after the pick up is completed [redacted] may contact our retail location (###-###-#### *press when you hear Bobs voice) and provide the credit card numbers associated with his original purchase, at this point we will process the monetary return to the two separate credit cards The credit number associated with this pick up and refund is: [redacted] We await ***’s call to schedule the pick up so we can offer our customer the satisfaction he seeksWe apologize again that ***’s experience with us was not a good one and wish him the best in his future furniture endeavors Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

Good Morning BBB, I have spoken with [redacted] this morning (10.07.2014) and apologized for the headache that she has had to deal with while seeking resolution thru the [redacted] company and Bobs directly. We have authorized and even exchange of the affected item for resolution on... this concern and are currently scheduled to make the exchange on 10.20.2014. I have also provided [redacted] with my direct contact information as I will be personally following up with her to ensure she continues to be satisfied. Thank you for the opportunity to make this right, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com, At this time we must dispute that this is an account held with Bobs Discount Furniture and again advise that should the consumer wish to continue mediation thru this Revdex.com channel they provide evidence of a purchase and account held with Bobs Discount Furniture I have made it visibly clear that we are looking to help this consumer move forward however the consumer continues to contradict themselves within their own responsesIf the information is available to access the account please respond with that information Without account information we are unable to verify the complaint, research the possibility of resolution, or (most importantly for the consumer and their parents ) update the account with a different option should this be possible We remain very sad and just as frustrated as this consumer is, that our attempts to progress are being continually thwarted

Good Morning Revdex.com, We consider this complaint closed as resolved as the customer’s desired settlement request has fully been metI personally apologize for the frustration our customer has been through in seeking resolution for this obvious concernI further apologize for the lack of care and empathy applied when she has tried several times to directly resolve this with our businessBobs Discount Furniture sees it fair and appropriate to work above and beyond our written policies in this circumstance and provide our customer and her father with the resolution soughtI have left a message for *** on the phone number she provided to the Revdex.com asking that she contact us to schedule the removal of this recliner We are unable to process any monetary refund until the recliner is physically removed from our customer’s home and returned to our distribution centerI have placed an expiration date on this refund credit for in the case that [redacted] father needs to continue to use the chair while procuring another chair that better suits his needsWe most certainly do not want to cause any more negative impact on our customer’s life than we already have Thank you for the opportunity to make this right, [redacted] Bobs Discount Furniture [redacted]

Good Morning Revdex.com, Please pass on our apologies for the alleged experience the customer outlines to have occurred during his service visitWe will move forward in investigating these allegations directly with our technicianWe assure our customer that we wish to resolve his dispute in a fair an adequate manner and whether the report was provided to us in or outside of the home we stand behind the integrity of our technician’s reportOur Service technician’s are factory trained professionals who know and understand the inner workings of the merchandise we sell, they are fully qualified to determine if a defect in workmanship is present or if merchandise is showing signs of wear and tear from the amount of use it has been receiving in an environment Bobs Discount Furniture offers coverage against manufacturing defects and just as its name outlines, the ‘Goof Proof’ protection provides coverage against accidentsAt this time the merchandise in the customer’s home is not experiencing concerns from either of those instances, therefore the coverage purchased does not apply at allThis merchandise was delivered nearly three years ago and we have not received any complaints or concerns from this customer until now, the depth of damage the customer is reporting cannot possibly have occurred overnight or all at once just recently As we agree with our service technician’s findings we are only able to make a one time extreme courtesy offer to this customer for possible resolutionShould the customer wish to reselect to a different set of furniture we will offer to provide the customer with a store credit of 70% based off the original prices paid for this sofa and loveseatShould the customer wish to have this new selection delivered a delivery fee will be charged at the new time of saleWe will offer (an additional courtesy) to haul away the current merchandise the customer has in their possession and dispose of it on the same day we deliver the new selection Should the customer wish to accept our offer of store credit they can respond to this Revdex.com channel as ‘satisfied’ and we will have our retail location reach out to them for further confirmation of their active Bobs Discount Furniture credit number Kindest Regards, [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 I have been advised that it will take 5-business days after they pick up the mattress to post the refund to my credit card Sincerely, [redacted]

Good Morning [redacted] , I am very sorry for the disappointment you are experiencing with your bonded leather set and the [redacted] ***I assure you that Bobs Discount Furniture cares very much to satisfy all our customers and we stand behind the quality of our products including the protection plan we sellThe [redacted] ***, as its name depicts and the documents associated with the plan denote, is for protection against accidental damage and in order for a claim to qualify for coverage under this plan you must report an accidental occurrence causing the damage you are reportingThe merchandise you purchased and the nature of your claim are not accidental and in all reality this is considered for the material type you selected as a consumer during the time of saleThe material make up of your set was listed on the set’s signage, posted directly in front of the set itself, when you initially viewed this in our showroom over four years ago Bonded Leather offers the look of luxury at a much more affordable price point and as its name depicts, bonded leather is real leather that is adhered (or bonded) to a fabric backing with a strong adhesiveOver time and with any amount of usage the heat from our bodies and friction from use causes expansion of the molecules that join the bonded leather to the fabric backingBonded Leather is manufactured the same way industry wide and peeling over time is not isolated to the bonded leather products we sell at Bobs Discount FurnitureIf you continue to purchase/maintain bonded leather furniture in your home regretfully peeling can occur based on the nature of this material’s manufacturing process You have had this set for over four years and in that four year period our records indicate that you have not reported any issues to us before nowThe Bobs warranty on your merchandise expired over three years ago and as this concern does not stem from a factory defect in the product’s workmanship and is viewed as wear and tear industry wide, we are able to make a store credit offer to from a place of extreme courtesy and care If you would like to reselect to a different set, made of a different material that may fit your furniture needs better we can offer to credit you 70% of the original cost you paid for the Sofa, Loveseat, and the chair from your ‘ [redacted] ***’ setIn the interest of fairness we would ask that if you want the new furniture you select to be delivered you cover the cost of that service as delivering the merchandise has always been a charge we maintain separate from the cost of our merchandiseWe can offer to remove the current Sofa and Loveseat you currently maintain on the same date we deliver the newly selected merchandise and cover the cost of disposal for you Please let me know if this option for resolution is acceptable to you and I will process the necessary paperwork and have our retail location contact you to make you aware of your available credit Kind Regards, [redacted] Bobs Discount Furniture [redacted]

Good Afternoon Revdex.com, Please review the attached documentation I have included as we did try and work directly with our customerI apologize to [redacted] that she find our offer to be unsatisfactory, given all facts within this case we are all on board with this offer being the most fair and adequate offer we can make [redacted] has also chosen to involve a consumer affairs group in this matter and this complaint has been reviewed by our Legal LiaisonOur original offer, as indicated below, remains our final offer for accommodation from all levels of our organization While we certainly care about our customers and resolving their concerns, the fact remains that the damage present to [redacted] ’s merchandise is not reflective of the one time accident she is alleging occurred to cause this damageThe damage on this merchandise, as seen in the attached photos and statement from [redacted] , is heavily excessive [redacted] did not report any accident to the [redacted] company therefore her claim was denied, the accident she has provided us with just does not add up in relation to the photos We fully agree that a claim of this nature should remain as a denial under the protection planWe do hope you can see our position as a business because the information provided is just not plausible Please keep in mind that this merchandise is over four years old and as an extreme courtesy we did provide an offer for resolutionWe will not be negotiating further and our generous offer of providing a 50% store credit (based off the original purchase price of the sectional at $799.00) remains on the table for [redacted] to acceptThis offer will expire as of [redacted] is able to reach out to us by phone at ###-###-#### to accept this offer, through this established Revdex.com channel, or via the email address of our [redacted] she had previously been in communications with Sincerely, [redacted] Bobs Discount Furniture [redacted]

Good Morning [redacted] , I am very sorry to learn of your disappointment with your Goof Proof Plan and your merchandiseI tried to contact you by phone first prior to sending this response and left you a message with my direct contact number in the case you would prefer to speak about this concern with me by phone Our records reflect that your living room set is made out of ‘Bonded Leather’ and our technician determined that the affected item was ‘peeling’This is considered a ‘wear and tear’ occurrence in the industry and is not isolated to the bonded leather products that Bobs Discount Furniture sells There are multitudes of public information available to explain why and how bonded leather products start to show these signs of natural wearWhile I understand your disappointment and the alleged information you cite to have been provided by your sales person it is appropriate that I inform you that should you continue to purchase bonded leather products occurrences of ‘peeling ‘will continue to occur to your product as a result of this material makeup’s life expectancy We always place the material makeup of our living room product on the placard in front of the furniture itself (I have included the document for your specific set)We also always provide a sales flyer sheet to our customers regarding the general outline of what is covered by the Goof Proof PlanThis sales flyer does instruct the consumer to seek further information on the complete plan documents for exclusionsAs the specific plan you purchased in is not managed directly by Bobs we would have no way of knowing that plan documents weren’t sent to you and I apologize for the alleged failure of this on [redacted] end I have included a copy of terms and conditions associated with your plan for your education Because we are a company that cares about our customers and because you allege that our sales professional sold you the plan under a pretense we can offer to use the plan you purchased and place a reselection credit into our system for both the sofa and the loveseat from your living room setThis is actually more than the plan would offer you in terms of replacement as the contract illustrates they offer coverage per an affected item onlyShould you choose to accept this option we will go an extra step and offer to deliver your newly selected merchandise to you at no chargeWe will also take away and dispose of the current merchandise you have in your home on the same date you schedule the delivery of the new itemsThis resolution ensures that Bobs Discount Furniture is placing you first as our customer and coming out of our own pockets to absorb whatever dissatisfaction you are feelingSince the Goof Proof Plan allows for a one time replacement only, we would not credit you for monies paid towards that plan as the promise you cite to have received at the time of sale is being completely fulfilled I look forward to hearing back from you as I am eager to help resolve your concern Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Complaint: [redacted] I am rejecting this response because: Sincerely, [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 me I feel that going back and forth is no longer a resolutionI will accept the fact that you acknowledged the store made numerous mistakes and I will accept the $gift card toward a future small item Sincerely, [redacted] ***

I am rejecting this response because the unit has not moved from its original origin.(I use my other address to receive letter correspondence, sorry for the confusion) The entire surface of this stone is completely flat and smoothThis is definetly a crack, which just appearedI still cant understand how a person, without actually looking at the material, and not a D photo, can determine the origin Sincerely, [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 me They have agreed to refund my $delivery fee I would like to close this complaint, however, I want to reopen it if they do not honor their promise.Sincerely, [redacted]