Autumnwood Homes

Good Afternoon Revdex.com, We apologize that our customer is so disappointed with the wear pattern of this mattress purchased from usWhile we can relate to our customer’s aggravation and personal preference concerns we do stand behind the quality of the product we sell and the integrity of our factory trained technicians The service technician’s methods of reporting are trained directly from the vendor who makes this mattress, as the retailer in this scenario we are permitted to submit a warranty claim to the manufacturer only in the event a defect is presentWe are unable to offer any consumer the complete coverage offered under a warranty should their concern not fall within the guidelines of that warrantyThis is a standard business practice industry wide and again we are so sorry that this customer does not agree with the warranty report we have acquired For the sole fact that Bobs Discount Furniture outshines any other retailer in the ability to care for our customers on such a direct basis we have provided two options for resolution out of extreme courtesy belowShould the customer wish to accept one of these options for resolution they may respond in writing thru this Revdex.com channel they opened for your mediation purposes Option one: We will provide a store credit offer of 60% creditThis 60% will be based on the original price paid to us for the mattress and foundation (set) Included in this extreme courtesy offer we will provide the removal and disposal of the current mattress and foundation the customer has a preference concern with on the same date we deliver their newly selected sleep set Any new bedding or furniture item purchase will be subject to a new delivery fee should the consumer wish to have a new set of bedding or furniture item delivered to their residence -OR - Option two: We will provide a store credit offer of 80% creditThis 80% will be based on the original price paid to us for the mattress and foundation (set)Should this offer be accepted, we will not be responsible to remove the current mattress and foundation set the customer has in the home and the customer would be accepting this 80% credit with the agreement that they are keeping the current sleep set ‘AS IS’ WITH NO REMAINING WARRANTY PROTECTION Any new bedding or furniture item purchase will be subject to a new delivery fee should the consumer wish to have a new set of bedding or furniture item delivered to their residence We apologize again that this customer’s concern does not fall within the appropriate guidelines to qualify for warranty coverageWe look forward to being able to help satisfy them with one of the courtesy options we have provided in this response Kindest Regards, [redacted] Bobs Discount Furniture [redacted]

Good Afternoon Revdex.com, Please pass on our sincerest apologies for the inconvenience the delay in delivery caused our customerWe can certainly understand the customer’s frustration and assure our customer that we have been working to the best of our ability to resolve any and all concerns with the unpredictable weather we have been receiving 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 Our records indicate that while we were unable to deliver to this customer due to events beyond our control on we made great exceptions and were able to hold this customer’s merchandise at a trucking location to deliver on our following delivery day of We worked at full capacity to get this customer their merchandise as soon as possible and added this delivery to an existing run on clearly placing this customers immediate needs above all others To maximize efficiency and keep the delivery service fair for all consumers alike we route all of our deliveries using a computer system that registers distances between all of the sub contracted trucking depots and the customer’s stops that are scheduled Once this electronic routing process is completed an automated calling system makes contact with our customers and provides an estimated four hour window for arrivalOn a very large scale out of 3,deliveries a day this process allows for a smooth completion of deliveryWe communicate this via many facets to remain as honest and transparent as possible with our customersSome of those facets include the trifold provided at the time of sale and the ‘Delivery Tracker’ available through our websiteAs a retailer we can never expect to know what events will occur out of our direct control on the road when the delivery date arrivesFor example, if one customer cancels, is not at home, or has a walkway that is full of snow it can cause the team to run earlier or later than expected As a business we have continued to address this individual’s concerns the moment they were presented to us and work out of our guidelines because we realize the level of dissatisfaction this consumer experienced due to the weather delayWe apologize to our customer again that any frustration was caused and wish them the best on their new sleep set

Complaint: [redacted] I am rejecting this response because:My first call to request a refund was within the first days of purchase I was told that I had to wait days since it was a mattress purchaseAs such, I called again when the days had passedI have read through the three pages of the purchase agreementNothing in it defines the boxspring/frame portion of the mattress set as a "foundation"I purchased article [redacted] , labeled " [redacted] *** (***) MATS"It lists two subcomponents, neither of which is called a foundationHowever, they are priced and advertised as a unit under one item numberSince my mattress purchase includes both the mattress and bed, I expect both to be covered by the return/mattress satisfaction policyYour policy states that if I do not re-select another mattress , I will be refunded the full purchase price less the delivery feeAdditionally, your sales staff explained that I could return everything except the mattress covers and the delivery fee when I made my purchase.You pointed out two line items which supposedly clearly explain things, but the problem is that your document is not clear on the return policy for mattress setsIf you want to ensure clarity, then you need to define what is meant by the term foundationYou also need to state that it cannot be returned for refund if a customer chooses not to re-selectNeither of these is stated in your document, giving the impression that the entire mattress purchase is refundableAdding to the confusion is that your sales staff advertises the exact opposite of what you say the policy isIn fact, they were more than confident that I could return the set if I was not happyTherefore, I suggest that you educate your staff so that they can help customers make an informed decision.My experience so far smacks of shady business practices and a lack of good customer serviceI hope I am reading the situation wrong and that Bob's will do the right thing and refund me the cost of the entire mattress set as promised when I purchased it Sincerely, [redacted]

Good Afternoon Revdex.com, Our offices are in receipt of this response as of (Friday) and we are responding thru your channel at the soonest possible time (Monday) Our internal logs indicate that the delivery on was initially routed for a timeframe of 2:30pm -6:30pmThis was put on as the 15th stop on this delivery team’s run which means the merchandise was loaded to the very back of the truckMerchandise for all customers before this customer’s stop would have been completely blocking any chance of an early morning deliveryWe were asked to place the customer onto a timeframe after 4:00pm, we did the best we could to honor this request however the fact remains that there are events on the road that we cannot preventNo business has complete control over events that occur beyond their control and we do express this to our customers as best we canCancelations, weather delays, longer assembly times, customer’s not at home, traffic, auto accidents, and many other measures can and will cause our delivery teams to arrive earlier or later than expected Our records indicate that the remaining merchandise was delivered successfully to this customer on We again genuinely apologize for the inconvenience the multiple deliveries caused 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 usWe have resolved the original concern(s) and delivered the customer the merchandise originally expected in good conditionAt this time any additional accommodation we feel adequate to offer to the customer is a form of our apology and at our internal discretion We do not offer apology monetary amounts based off of any individual’s time and we are unable to offer a discount off of factory fresh product that stands in the home in good condition 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.SWhile 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 policiesI have included three offers for a further form of apology (below), please ask that the customer select the (1) option for apology that they would like to move forward with and we will process it accordinglyAny offer involving a refund being processed to the credit card used to make this purchase will require that our customer call or visit one of our retail locations to confirm their credit card numberWe do not keep full credit card numbers on file for our customer’s protection Option #1: We will provide our customer with a Bobs Discount Furniture Gift Card for $based off the delivery fee paid to us by this customerOr Option #2: We will provide our customer with a monetary refund of $(this would be refunded to the original credit card used for the payment) and a Bobs Discount Furniture Gift Card for $This offer is based off the delivery fee paid to us by this customer Or Option #3: We will provide our customer with a monetary refund amount of $based off a portion of the delivery fee paid to us by this customer Thank You, Stephanie AGauthier Bobs Discount Furniture Customer Care Corporate Liaison

Complaint: [redacted] I am rejecting this response because there is no way possible that a truck could get stuck at the end of our drivewayThe delivery drivers the very next morning agreed that it was simply not possibleWhile we appreciate the refund of the delivery fee, we are expecting that The company will re-consider a further discount on the purchase and recant their assertion of this or provide photographic evidence to support the claimI will send photos of the driveway if that will help Sincerely, [redacted] ***

Good Afternoon Revdex.com, I am terribly saddened that the sincere apology and acknowledgement of our failures I believe my first response to illuminate could not be conveyed to this customer as I intended itAgain, we certainly understand the frustration caused with the multiple delivery attempts and it is never our expectation that the original agreement (showroom quality merchandise on the agreed upon delivery date) will not be honored While I can personally identify with a consumer’s need for an apology outside of making the concern right, we have worked at a higher level to make those requests happenAny compensation agreement is to be discussed after the customer has been fully satisfied with the merchandise they paid for and a form of apology is usually processed by gift card, for this customer we initially offered a monetary refund amountWorking beyond a structure that is set in place to keep things fair for all consumers is a retailer’s way of applying empathy and accepting responsibility for a customers concern 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 the customer wish not to provide us with another opportunity to deliver merchandise we can understand the reasons why in this scenario and have several cash and carry items that can be taken from our Showrooms or pit locations as our free gift of apology As indicated previously, we continually seek to make the failure right that we have caused prior to offering or processing any amount of apology thereafter and we have stretched the boundaries twice in this case to accommodate this customer’s specific needsAs a business we have applied empathy to this consumer’s concern and have not dismissed the request made for even more compensation Once the foundation has been exchanged any additional accommodation we feel adequate to offer to the customer is a form of our apology and at our internal discretionWe do not offer apology amounts based off of any individual’s time and we are unable to offer a discount off of factory fresh product that stands in the home in good condition We are still 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 and already processed compensation at that time and determine what, if anything, further we are able to offer Thank You, [redacted] Bobs Discount Furniture [redacted]

Complaint: [redacted] I am rejecting this response because: This is the only furniture which can match our room floor and closet,but this furniture set has a lot of issues and we had a bad experience.If we can get the same one or different we might have the same problems.So if we can get our money back that will solve our issue and problem.The store credit will not solve our problem and issue Sincerely, [redacted] ***

Good Afternoon Revdex.com, It looks like the consumer responded to our message on the same day we sent it thru to you (3.04.2015)While we understand the customer’s frustration and apologize again for any inconvenience the refund processing time caused -a response on the same day to our message seems unproductive as I sincerely indicated that this customer should give it until before checking in again We received this message from you as of 3.19.2015, looking into the account today (3.23.2015) our records show no new notes since our last response on I believe at this point and given the fact that the consumer has not reached out to us or you again the refund has been fully received and processed Kindest Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison