Autumnwood Homes

Revdex.com: I will go with option to refund credit card delivery fees 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 [redacted] , I apologize for the frustration you have experienced while seeking to resolve your furniture concernsI believe that there is confusion present in between the [redacted] (managed by a company called [redacted] ) and Bobs Discount Furniture directlyI do hope to clear up that confusion for you and the Revdex.com Our records reflect that your merchandise was serviced by Bobs Discount Furniture on Our technician touched up scratch marks from a perfume spill on your dresser and mirrorThis service was done as a courtesy to you as Bobs Discount Furniture does not normally cover customer caused damages to the merchandise On you called [redacted] (a company separate from Bobs) and reported that toy cars caused damage to your dresser [redacted] denied this claim under their own determinations that the explanation provided did not line up with the damage present on the merchandiseThe protection plan does offer a replacement if merchandise cannot be serviced however these are options offered when/if [redacted] chooses to take your claim onIn this case [redacted] has denied you claim and Bobs Discount Furniture does not have the authority to overturn denial results from a third party company In regards to the service Bobs provided you over two years ago, you have not made us aware of any disappointment with this service until nowThe technician’s workmanship was never reported as unsatisfactory to us and there has been an excessive amount of time that has passed from then until nowIf your merchandise has been moved to a different address, it is also reasonable to assume that scuffs, scratches, and scrapes could have occurred during the process of this furniture being moved from residence to residence Bobs Discount Furniture is prepared to offer you a courtesy service for repair or touch up on the dresser and tv chestIn accepting this service please know that this service will be provided on a best effort basis onlyThis means we will do our absolute best to touch up the damages present and cannot/ will not be held liable for future occurrences of damages or workmanship deterioration on this merchandiseWe take great pride in our technician’s quality workmanship and are happy to provide this service even if our customer has moved to a different addressProviding all facts within this scenario this is the best offer Bobs Discount Furniture has to make at this time Should you wish to accept our offer for resolution, please reach out to us through this Revdex.com channel or via our Customer Care Offices at ###-###-#### (Mon- Sat/6:30a – 8:00p) Kind Regards, [redacted] Bobs Discount Furniture [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 carries 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 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 While we certainly understand and acknowledge our customer’s frustration the plan has specific terms and conditions that must be adhered to by all consumers alike in order to keep all resolutions fair Our records reflect that the chairs have been in the customer’s possession for over for years (date of delivery 11.11.2010) and the chest has been in the home for nearly four years (date of delivery 4.30.2011)Any coverage directly thru Bobs Discount Furniture expired on these items long ago and we have received no indication of concern on any of these items until now 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 necessary At this time we ask that the customer provide photographic evidence via this Revdex.com channel of the damage/overall condition of these items It is reasonable to expect that all items should be kept in good condition prior to an insurance claim being entered for coverage To move forward please advise the customer that we require a minimum of 2-pictures (in color) for each item that is listed in this complaintI have listed the requirements below to ensure our request is specifically notated: -Minimum Photos of the chair: - Picture that clearly shows the entire facing surface (seats, inside back) of the chair - Picture that clearly shows the damage marks at close range (Example: where the leg snapped off and leg) -Minimum Photos of the server: - Picture that clearly shows the entire facing surface of the server - Picture that clearly shows the damage marks at close range (Example: Interior of drawer) -Minimum Photos of the chest: - Picture that clearly shows the entire facing surface of the chest - Picture that clearly shows the damage marks at close range - Picture that illustrates the structure damage to the drawers We will review these photos (Request is for photos in total) with our Service Management Team 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 Revdex.com, Our offices are in receipt of this claim as of Monday, and we are responding on the same day as receipt As of Friday, this claim has been directly settled with the customer via continuous email conversations she and I held The customer accepted our offers for resolution which have all been processed and explained in great detail to the customer as of last week Thank You, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

Good Morning Revdex.com, I must admit that I am a little perplexed by this rejection responseOur records indicate that this consumer fully accepted this offer by using this credit to reselect to a different bedroom set on The customer is currently scheduled to receive a delivery of this new merchandise on In sum this consumer accepted this offer, moved forward with it directly with our business and then declared thru your mediation channel (two days later) that they remained unsatisfied Should the customer wish to receive an even exchange instead (procuring the same merchandise they currently have) that is certainly a possibilityWe have not replaced the bed in its entirety for this customer previously and have continually offered services under our ‘Service Policy’ (disclosed on the sales invoice), at one point just exchanging the rails of the productA complete replacement of the same bed or a different bed will offer the consumer a factory fresh model of a new bed which will certainly resolve the current concern they are experiencing While we understand the customer’s apprehension having experienced factory defect concerns and failed services in the past and we are actively seeking to help this customer move forwardFurniture today in this industry overall is commonly built on an assembly line and a defect in any product can take time and use to show upWe do protect our customer’s with the best warranty in the businessA defective product does not make a store’s entire line up defective or mean that the product itself that in fact continues to produce successful results to thousands of customers over the course of years on our sales floor is a complete deficiency As indicated above – this consumer has already scheduled delivery for newly selected merchandise pending for We look forward to resolving the customer’s concern completely on this date Sincerely, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

***, I apologize again that you are so frustrated with the level of Customer Care we are providing you withI have ensured that this account has been thoroughly reviewed by multiple members of our corporate departmentAs a business we are applying the most amount of empathy possible by providing you with any option for resolutionWhether you feel that this offer meets your expectations or not, a retailer owes their consumer coverage under the expressed warranty set forth during the time of saleYour warranty period through Bobs is void, your merchandise is past its expected product lifetime, and most importantly is not experiencing a defect We are all on board with the option for resolution we have provided you and I apologize that you continue to find this unacceptableBobs Discount Furniture is unable to take responsibility for a concern that is beyond our controlIn all reality our very reasonable offer for resolution is providing you with 50% credit on a set that has been used in the home for several yearsAs a business we are already taking a massive loss in an effort to satisfy your demands In another extreme effort to provide you with some satisfaction and prove that we do care we will offer to cover the cost of delivering the newly selected product This is our final offer and should you choose not to select this path for resolution we will be unable to offer you alternate recourse for this concern as this is already a courtesy offer on our part I apologize that you remain so dissatisfied to date and hope that you can understand our position as a business while we work to the best of our abilities to meet your demands Regards, [redacted] Bobs Discount Furniture [redacted]

Good Afternoon Revdex.com, We spoke with our customer today (10.23.2014) via phone and we reached a satisfactory agreement for the customer to return to our showroom and reselect new merchandise We apologize for any and all inconveniences these product concerns have caused our customer and thank our customer for her continued business

Complaint: [redacted] I am rejecting this response because: I don't understand why a Bob's Furniture Customer Care Representative can acknowledge the fact that this ordeal has caused unnecessary stress on the consumer, yet the best you can offer is $towards a future purchaseIn other words, I am still paying 100% of the original cost of the couch, plus a $delivery fee for a delivery that took a month and three (3) attemptsI just moved into a new home and I do have furniture needs: a new bedroom set, dining room set, etc., but Bob's delivery protocol and shady customer service makes me uncomfortable with the idea of doing business with them in the future After reading the reviews on Revdex.com and otherwise, I have discovered that my issue with your company is not the exception, but the ruleOf the 1,Bob's Furniture customers who took the time to file a complaint with the Revdex.com in the past months, 73% (1,013) of those complaints were delivery or customer service relatedThis signals to me that Bob's Furniture is more concerned with making money than providing a quality productThis point is driven home by the fact that, in response to an issue I have with a current purchase, your only offer of compensation is wrapped up in me spending more money with your companyBased on this experience, I will take my furniture needs to another company that is concerned with the quality of their product and customer service than taking the hard earned money of their customers Sincerely, [redacted] ***%

Good Morning [redacted] , I apologize that you had to take any more time than initially expected to receive your entire order in the good condition we promised you it would be inPlease note the Revdex.com acts as a mediation channel giving us an opportunity to respond to posted concerns In reading this response you are not “hearing from the Revdex.com”, you are receiving a direct response from Bobs Discount Furniture Corporate Offices Bobs prides itself on providing you quality service and the best value product for the priceOur primary focus is on making any failure we may have caused right so that you are satisfied with the product that you have purchased from usWhen we have made any failures right it is then up to us and our discretion as a business as to what we may offer to provide you with as a further form of apology I will most certainly be following up on the coaching concerns you have presented within this complaintIt is very embarrassing to think any of our Customer Care Agents would have told you we have a policy that includes a certain dollar amount per tripWe treat all of our customers as individuals and take ownership for our faults by resolving the concerns we have causedWe always look to honor the original agreement made between our customer and our business before discussing a further form of apology and it is not fair or adequate to our complete consumer base to offer a further form of apology off of one individual’s time While it is not procedure to do so I recognize your extreme disappointment and since you endured so many concerns with delivery it is logical to offer you an amount of compensation based off the price you paid to us for a delivery feeWe wouldn’t offer to compensate you based off the cost of factory fresh merchandise you currently maintain in your possession in satisfactory conditionAgain the responsibility of any business is to honor the original agreement made to our customer and we have successfully completed that, I am so sorry it took more time away from your life for us to fix the mistakes we made In addition to the already processed Bobs Discount Furniture Gift Card for $we will process a second Bobs Discount Furniture Gift Card in the amount of $ These two (2) Bobs Discount Furniture Gift Card credits total the amount you were charged for a delivery feeI do feel that overall this is a suitable offer for your concerns and hope that you can understand our position in seeking to balance our needs as a business with the wants of our customer If you would like to accept this additional Bobs Discount Furniture Gift Card for $129.99, you may respond to me via this Revdex.com channel you felt necessary to open or contact our Customer Care Department directly at ###-###-####, Monday –Saturday 6:30am -8:00pm (we will be closed on New Years Day) Kindest Regards, [redacted] Bobs Discount Furniture [redacted]

Complaint: [redacted] I am rejecting this response because: I already know what my furniture looks likeI believe that I stated that to both customer service on one occasion and on the 2nd occasion I spoke to a [redacted] , when the tech handed me my own phone and walked out of my house and said here resolve this with customer serviceI called because my furniture looks like thatI spent good money and a hour stay at Bobs Discount furniture, not only buying a living roomI was clearly told that if ANY thing happens as long as it is NOT a dog biting the couch to wear its apart that I was covered and I should buy this goof proofI clearly asked over and over again is this real, because I am about to have a big blow out party for my soon to be yr old little girlIm haivng and yr olds [redacted] stated anything that happensWe at one point said if people are sitting with pens or anything pointy or scratches the furniture all over is that covered? Her reply was YES absolutelyI in NO way would love to go through this but the reason I was at Bobs for hours is to make sure I was buying the best purchase for my money and knowing I had protection because I have a child who has plenty of playdates and friendsI stated to [redacted] that I loved this set but was afraid of the leather because of this very reason, since she was dead on telling me dont worry your covererdI purchased itHow rude is it for a tech to come in my front door and say this is from cats when I dont own catsThen had to be told by [redacted] this is petsI have very large dogs who again do NOT go on my furniture or in my bedroomsThey are BIG and if they happen to scratch I could honestly say it would be a huge dog scratchThis is NOT I would like a return, I would like a different fabric and I would like NOT to be lied and misledSincerely, [redacted] %

Good Morning ***, I am very sorry for the disappointment you are experiencing with your bonded leather setI assure you that Bobs Discount Furniture cares very much to satisfy all our customers and we stand behind the quality of our products even after the expiration of our one year guarantee period 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 Furniture Bobs Discount Furniture believes in transparency and in every single one of our showrooms we maintain a placard with the material make up of each living room setThe fact that this merchandise was made from 100% Bonded Leather – everywhere your body touches was displayed along with this set and available for any consumer’s review during your time of purchase If 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 five years and in that five year period our records indicate that you have not reported any issues to us before nowThe Bobs warranty on your merchandise expired over four 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, it is should be understandable as to why we would have no recourse to offer you as the retailer in this situation As an extreme courtesy and in your case alone we are willing to make you a one time extreme courtesy offerAs indicated within the facts above it is not our responsibility as a business to take ownership for this type of damage and this offer should not be anticipated by other consumers as the proper form of response for a bonded leather concern 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 (store credit) 50% of the original cost you paid for the [redacted] sleeper sofaYour original receipt depicts a cost of $of this item alone so a 50% store credit would be equal to $ In 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 merchandise We are unable to offer to remove or dispose of the current merchandise you maintain in your home Please let me know if this option for resolution is acceptable to you and I will process the necessary paperwork [redacted] Bobs Discount Furniture [redacted]

Complaint: [redacted] I am rejecting this response because: I think I have made it quite clear that my expectation is a replacement sofaThis business has chosen money over customer satisfaction.Sincerely, [redacted]

Good Afternoon [redacted] , I am very sorry for the disappointment you are experiencing with your bonded leather setI assure you that Bobs Discount Furniture cares very much to satisfy all our customers and we stand behind the quality of our products even after the expiration of our direct one year guarantee period [redacted] ***, as its name denotes, is intended for coverage against accidental occurrences within the home that cause damage to the product 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/cracking 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 both the Sofa and the Loveseat 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] Customer Care Corporate Liaison

Good Afternoon Revdex.com, I am truly sorry and very confused by this customer’s responses I cannot move forward in helping this consumer should the request for accidental description not be grantedI have not asked this customer for pictures as I have those (posted to this claim) and have continually asked for the customer to indicate what happened to this table to cause this extent of damage As this customer felt it necessary to escalate his concern to the level and mediation of the Revdex.com I truly feel that written communication is the best way to offer Bobs and the customer a fair point of view regarding this scenario I request for a third time to please be provided with his description of the accident he expects his [redacted] *** to cover so that we can help the customer move forward Kind Regards, [redacted] Bobs Discount Furniture [redacted]

Good Afternoon [redacted] , I am very sorry for the terrible experience you have endured while seeking only what we promised you during the time of sale for this reclinerI assure you that we never anticipate failing our customers by not being able to provide them with the product they purchased on the date we agreed toThere are no excuses for the failure you had to experience based on our computer glitch and I apologize again to you and your wife for all the frustration we have caused you to feel I attempted to call you this afternoon (10.03.2014) on both the numbers you have listed in this complaint and I was unable to reach you or leave a message on either numberSee below for the results of each number: ###-###-####- Rang and Rang and the Message said: (Memory is full - enter the remote access code) ###-###-####- Rang and Rang Message said: (Person you called has a voice mail box that has not been set up yet) Per our policies, listed on your sales receipt, you are absolutely entitled to a full refund of your purchase priceDue to this being an undelivered item only our retail location can complete the processing of the refund to youWe ask that you contact our retail location at ###-###-#### (Press #on your phone’s keypad when you hear Bob’s voice) to complete the refund processing I am also mortified that you cite to have been met with rudeness while making your complaint and I have already begun the necessary actions to gain access to our recordings so that I am able to properly address the agents you allege treated you so poorlyWe may have serious coaching concerns here and I thank you for bringing those to our attention so that we can ensure our customers are always receiving the best care possible Kind Regards, [redacted] Bobs Discount Furniture [redacted]

Good Afternoon Revdex.com, Please pass on our sincerest apologies for any and all inconveniences we have caused to our customer during their delivery experience with us Our records currently show that this sofa was successfully delivered to this customer on to [redacted] * [redacted] Should the customer not have possession of the merchandise then per the policies signed at the time of sale the purchase would be eligible for a cancelation and refundAs our records depict that the customer actually has the merchandise, and has had the merchandise since before even filing this Revdex.com claim, the merchandise would no longer be authorized for a refund Should the customer not have possession of the sofa at this time please ask that they respond with this information so we can begin researching this dispute with the appropriate departments Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Morning Revdex.com, We apologize that our customer remains so dissatisfied and we apologize again for the inconvenience the delay in delivery caused our customerWe would never intentionally provide a customer with incorrect information and we do take ownership for any failures that occurred in our ability to communicate an accurate delivery window to our customer As a further form of apology we can offer to mail our customer a Bobs Discount Furniture Gift Card in the amount of $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 apologyShould 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 with use of this gift card Should this customer wish to accept this apology offer please ask that they respond to this Revdex.com channel as ‘satisfied’ and we will mail out the Bobs Discount Furniture gift card within the next 7-business days to: Name: [redacted] Address: [redacted] [redacted] ***

Good Day Revdex.com, Please pass on our sincerest apologies 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 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 Normally we offer any type of additional apology strictly 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 amount While it is not procedure to so we have already offered to work above and beyond our process to accommodate this individual’s demandsAs a retailer we are unable to offer apology amounts based off of any individual’s time and product that stands in the customer’s possession in factory fresh condition is not eligible for a further discount In addition to already offering a monetary refund as a form of apology we made this offer to our customer prior to the delivery being completed on This was our second attempt to again work at full capacity to satisfy the frustrations we caused our customer While we are genuinely very sorry for the amount of time our customer had to spend on the phone with us, our records indicate that we were taking the appropriate time to listen and acknowledge our customer’s angst the moment it was being presented to us At this time we can offer to provide the customer with a monetary refund based on the amount paid to us for a delivery fee on this sales order ($229.99)and in addition we will mail out a Bobs Discount Furniture Gift Card for $ Should the customer wish to accept this offer, please advise that they can respond to this communication via the Revdex.com as ‘satisfactory’We will make the appropriate arrangements to refund the delivery fee charge as indicated on the customer’s sales receipt (this will need to be completed by a Corporate Check Request and can take up to 7- business days to arrive to the billing address)The Bobs Discount Furniture Gift Card will be mailed to the below name/address within 7-business days of their response being received Check & Gift Card will be mailed separately to: [redacted] ** [redacted] Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Morning Revdex.com, Our records indicate the following: Customer purchased the Goof Proof Protection Plan at time of sale This Plan offered coverage against a variety of accidental in home damages and is managed by Guardian Protection Products Sofa sectional was delivered on Sofa sectional was serviced by us on – We added foam stuffing to the seats and the service technician deemed that there was no defect present and that the seats were loosing resiliency as a result of wear and tearThe service of adding foam was done as a courtesy and we confirmed directly with the customer that she was completely satisfied with the job At this time the set had been in use for nearly one year so a loss of resiliency is expected by the furniture industry as a whole Customer was upgraded (at absolutely no financial charge) to our Goof Proof Plus Plan on The Plus in the plan allows the customer coverage for factory defects for five years from the original date of delivery Our Service technician was dispatched to service what was reported as a possible frame concernWe arrived to the home on and no one was home to accept this service therefore we had to move technician onto to other stops We didn’t hear from the customer again until and nearly one year later on we arrived to the home for the latest service Our technician’s report from indicates there are no manufacturing defects present on this merchandise and after just about three years of continued use in the home the sectional is experiencing concerns as a result of wear and tear combined with occurrences from its environmentThese instances are not covered under the customer’s warranty protection One of our team leads (the level we consider to be of managerial capabilities) spoke with this customer yesterday (4.06.2015) and did advise that should the customer wish to initiate a formal dispute from the technician’s findings we required that pictures be sent to usWe do stand behind the integrity of all our technicians and the qualifications they receive from the manufacturers of the product directly I was able to locate the pictures that the customer sent thru to us however these pictures show no full representation of the set that would allow us to properly investigate a disputeIn example the technician’s report indicates that the armless sofa has a broken frame on the left side facing however the customer’s photos have no evidence of this frame breakageThe sectional pictured in the many photos sent thru does not look to be experiencing a defect, in some photos the customers seem to be sitting on certain portions of the set which I assume is to show that when sat on the merchandise looses resiliency which again should be anticipated on any seat, especially after being in the home for three yearsI cannot locate any specific areas of “staining” or “hair” via the photos however this is a very dark brown set so I’m not certain that these two elements would necessarily appear clearly via photos Per the customer’s original sales invoice the sectional was bought at a purchasing price of $ As this consumer seems convinced that their sectional has manufacturing concerns we will offer to provide them with a one time courtesy offer of store credit in an effort to appease their demands for resolution Should the customer wish to accept this offer they are able to contact us back via this Revdex.com channel or call our Customer Care Offices at 1800-569-(Mon – Sat – 6:30a -8:00p / Sun – 10:30a – 7:00p) Courtesy Offer for Resolution: If the customer would like to reselect to a different set, that may fit their furniture needs better we can offer to provide a credit (store credit) to their account for 70% of the original cost paid for the sectionalIn 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 merchandiseIt also remains our finding that this merchandise is not experiencing any concerns as the result of defective workmanshipWe will expect to remove the current sectional from the home on the same date we deliver the newly selected itemsAs an additional courtesy we will also include the monies paid towards the original Goof Proof Plan in this store credit offer Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Complaint: [redacted] I am rejecting this response because: I NEVER spoke to any one about not having my credit card number on 11/09/I have a voice mail from BOB's finally after contacting Revdex.com requesting that I call them Two months of trying to get a refund from them while I was in the storeThey never asked for my credit card, I was always told it will be done laterI was put off many timesAnd to say that they spoke with me is a lieThis company is untrustworthy and I want my money back I am putting in a dispute with my credit card company as fraud from BOB's as they have lied over and over again I will send there check back as I did not agree on the price that I deserve$is the price that will stop this madnessAnd BOB's will never hear from me again Sincerely, [redacted]