Autumnwood Homes

Good Afternoon [redacted] , I apologize that you have been waiting so long to get this part for your speaker cover on this fireplaceI assure you that we have been doing everything in our power to get this part for you from the vendor who makes this fireplaceI am also very sorry for the confusion that we caused on the shipping time of the part and I thank you for your extreme patience with usAs of today (9.18.2014) I have spoken with one of our Store Managers who assured me that we have made this failure right by youOur records indicate that we are sending an entire new fireplace out from our distribution center so that you can get the speaker cover part you have been waiting onWe apologize again for any frustration that this product has caused you and we truly appreciate your business Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Revdex.com:I will accept the store credit offered by the business and will exchange the furniture that is defective I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me 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 am currently in [redacted] and going downrange within a few hours if I don't respond is due to my undisclosed location in the [redacted] *** Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:I have called this company in regards to the insurance provider and both companies have done NOTHING! I want my money back for the service I paid for and cannot useThis is the biggest scam The media is my next outlet Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Hi S [redacted] , or whom else this may concern, Thank you for your time and attention to our complaint regarding the damaged love seat delivered to us Based on pending actions noted below, I am closing the complaint (ID [redacted] ) with the Revdex.com today We would like to move forward with either: - Option as noted in original response from [redacted] ; replacement of the [redacted] love seat on any of the following specified days: November 22nd, 23rd, 24th or 25th OPTION IS OUR MOST PREFERRED OPTION OR - Option 2C (not noted in original response); full reimbursement of [redacted] *** package (as it appears it will be difficult to have any future claims fulfilled) and a 30% discount on the [redacted] love seatThis would entail reimbursement of the full $for the [redacted] package (discontinuing coverage for both pieces of furniture) and $for the 30% off retail price of the [redacted] sofaSince these articles were purchased for tax-free [redacted] residence, no tax was applied nor would be refundedMaking the total refund $ OPTION 2C IS OUR LEAST PREFERRED OPTION OR - Option (not noted in original response); having a technician come in to repair the scratches and puncture, on any of the following dates when we anticipate being at our condo: November 22nd, 23rd, 24th or 25th OPTION IS OUR SECOND PREFERRED OPTION Again, thank you for your time with this matterIt has been frustrating for us hoping to use our new vacation home as a place to get away and relax and not worry about these types of issuesThe sooner this can be resolved, the better Sincerely, [redacted]

Good Day Revdex.com, I have spoken with Mrs [redacted] this morning (10.01.2014) and have provided her with my direct information as I will be personally ensuring our customer’s property claim gets the attention and resolution it should have been receiving from the very startWe are sincerely sorry our valued customer has had to deal with any stress and frustration after the damage that was caused to her residence and we assure Mrs [redacted] that her complaint is of great importance to us Thank you for the opportunity to make this failure right, [redacted] Bobs Discount Furniture [redacted]

Good Afternoon [redacted] , I apologize that you are experiencing any inconvenience while seeking our assistance with your product concernsI assure you that we do stand behind the quality of every product we sell and the extreme value of our protection plans In reviewing your records it appears that the dispute between you and our Customer Care Team stems from our service technician indicating that upon his inspection every chair you maintain in your residence has a “broken” seat frameOur technicians are trained by the manufacturers of this product and we rely on their professional reports to depict whether a product is experiencing a defect or has been damaged by something other than a concern in initial workmanship At this time the cause of the “broken” seat frames remains questionable and it is not appropriate for any retailer to make assumptions on what could or could not have happened within your residence to cause this type of breakage Bobs Discount Furniture handles manufacturing defects under the protection plan you purchased and at this time our factory trained professional locates damages that he asserts did not stem from a factory defect concern [redacted] (a third party) manages accidental damage claims under the plan you purchased and you have been presented with this avenue as a possibility for recourse should you have an accident to report that would cause breakage to all of your seat chair framesShould you maintain that no accident occurred your claim wouldn’t qualify for coverage under the terms of [redacted] It is reasonable for any business to expect that the product under warranty is kept in overall good condition prior to a concern being reported, should you wish to dispute that there is any concern with the seat frames and/or that your chairs (4) are in good condition overall I respectively ask that you send photographic evidence to me via this Revdex.com mediation channel you have selected to open To move forward please send a minimum of nine (9) pictures (in color) for review: - Picture of each chair that clearly shows the entire facing surface (seat, inside backs, legs) of the chair - Picture of each chair that clearly shows the entire under surface of the seat and frame area of the chair - Picture that clearly shows the entire set in its current condition (table and chairs) We will review these photos and respond with what, if any, options for resolution we may have to offer you for further recourse Sincerely, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

Good Afternoon Revdex.com, We apologize to our customer for the frustration and disappointment they are experiencing from this concern We have reviewed the customer’s photos (2) with our Service Technician Manager who has over years of experience with our businessOur technician’s are trained at factory level thoroughly to recognize a manufacturing defect on multiple product types, their manager’s review of the photo is an even higher level of consideration than a technician coming to the customer’s residenceAt this time we stand behind the original determination of our Customer Care Supervisor ( [redacted] ) and are unable to offer further recourse for this concern Regardless of the photo review there are also many other factors to consider within this specific scenario and product type -Small fissures on stone product are considered a natural characteristic of the merchandiseThis is because it’s not a crack it’s a vein that once carried minerals that was formed in the stone millions of years agoThere are multitudes of public information available on a fissure being a characteristic for stone products and many consumers’ do mistake fissures for cracks -Bobs Discount Furniture provides product knowledge, such as information about fissures in stone product in all of our showrooms so our customer’s are fully educated on the product they are buyingWe always remind our customers that it is important to keep in mind that any manufactured stone merchandise is a product of natureWhile markings, veining, pitting, and fissures are common, they do not affect the quality of the pieceThese characteristics are what makes each piece of granite unique, and make it a ‘natural product’ -Should the customer truly believe that this is a crack and not a fissure then as a business we must turn our attention to the cause of a crack in the stone after the customer has had possession for nearly six and ½ monthsA crack in stone does not appear on its own and force or mishandling of the product is generally the cause of a crack within this type of productThis damage was not reported to us until just now after we delivered the item in May of The address provided to the Revdex.com differs from the original delivery address we brought the item to, therefore there is also a chance that this product was moved by the consumer or a third party moving company and should there be a crack in the product now, Bobs Discount Furniture cannot take ownership for a damage that occurred beyond our control Overall we do believe this marking is a fissure and not a crack and apologize to our customer that we have no recourse to offer them relating to this concern Kind Regards, [redacted] Bobs Discount Furniture [redacted]

Complaint: [redacted] I am rejecting this response because: I have attached the photos requested by Bob's Discount FurnitureUnfortunately, as a consumer I was provided the [redacted] outline of what is covered and what is considered accidental and nail polish was listed as coveredHowever, no where on this document does it stipulate the damage amount has to be 6" or lessThe [redacted] outline should outline what they offer in more depth to avoid this situation from occurring to another consumerAlso, I made a contract with Bob's discount furniture, not with [redacted] Lastly, I will say for one last time to not consider my claim intentional because a toddler doesn't know the consequences of his actionsI purchased a protection for what this company considers an "accident" and am now being accused of intentionally causing the damageAs I stated in my initial claim, I assume responsibility for the damage on my other property that has been damaged, and am not seeking replacement thereHowever, I feel this claim is justified because again your [redacted] *** outline does not read the damage must be 6" or smaller 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 Actually, I would like it noted that [redacted] was extremely helpful the day I spoke with her She was one of the only consultants who understood my frustration and I actually do appreciate all that she tried to do for me that day The only problem is that when I called back to say that I would like to speak with her again, I was told that no one by that name worked there I am very grateful for what she was able to arrange but her fellow consultants were not so kind or helpful I will stick with the loaner love seat until the delivery can be made but it is a frustrating situation all around Sincerely, [redacted] ***

Good Afternoon Revdex.com, We apologize that the customer still remains so unsatisfied We stand behind our already provided written and verbal responses to this concern Sincerely, [redacted] Bobs Discount Furniture [redacted]

Good Morning Revdex.com, Please pass on our sincerest apologies to our customer for the frustrations caused by the delivery zone and the merchandise having an unexpected back order dateWe certainly take ownership for the unexpected delay from the manufacturer and genuinely wish we could undo the mistakes that have occurred during these transactions We further apologize for the rude behavior that this customer asserts to have endured from our Customer Care Staff and have begun researching our recording so that we can properly address the obvious coaching concern this customer has brought to our attention Our records Indicate that we were able to accommodate a delivery zone exception in an effort to make it right by our customer and successfully delivered the remaining merchandise as of (Sat) 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] , Although I don't find the resolution completely satisfactory, I cannot choose a bed that would match with the remaining furniture, I appreciate Bob's willingness to work with us and readdress the design flaw in the dresserMy wife and I will accept option as method of resolving this issueAdditionally I will contacting Bob's furniture to discuss the design flaw in the dresser that continues to create scratches on the drawersA representative from Bob's may contact me to schedule delivery and installation Sincerely, [redacted]

Good Afternoon Revdex.com, We apologize to our customer for any and all inconveniences that this concern has caused themWe have reviewed the pictures/report logged by our service technician at a secondary level and made an executive choice that we can offer an even exchange of the foundation and a reassembly service for the queen sized bed Please ask that the customer contact us in our Customer Care Office (###-###-#### Mon-Sat 6:30a-8:00p) to schedule the exchange and the assembly service for a date that is most convenient for their scheduleWe further apologize for the lack of empathy our customer states to have received from our agents and we appreciate this feedback so that we may properly coach our agents into always offering the best care possible Thank You, [redacted] Bobs Discount Furniture [redacted]

Good Morning Revdex.com, I have reached out to [redacted] via phone this morning (12.31.2014) at ###-###-#### I have left a message for [redacted] with my direct contact number; please pass it along as well in case she doesn’t receive my message– ###-###-#### We sincerely apologize for the error in our processing that has caused [redacted] not to receive the new mattress during several delivery attempts I have personally located the inconsistency and effectively corrected it The inventory article number that we have been using is no longer an active number and normally our computer system will make our Customer Care Agents aware of this by placing an alert in the sales order that is clearly viableThis is certainly our failure on all accounts and we absolutely want to make this failure right by our customer We have many options available to [redacted] at this time including a refund if she feels that is necessary at this time Should [redacted] feel more comfortable she is welcome to respond to me via this Revdex.com channel or I am directly available to her by phone/ email at ###-###-#### / [redacted] Thank you for the opportunity to make it right, [redacted] Bobs Discount Furniture [redacted]

Good Morning [redacted] , I am very sorry to learn of the dissatisfaction you experienced while making/waiting on your purchase from us I don't blame you for being very upset with us and I know and acknowledge how unpleasant this entire ordeal has been for youI truly wish there was a way I could undo what has been done and I apologize again for the appalling impression you have been left with of our company Your comments regarding the service you received by our delivery team, customer care, and sales office are very important to usWe want customers to love shopping with Bobs, so your report of a distressing experience with any of our associates is a serious concern for usIt is inexcusable for anyone to address our customers deliveries in an impatient way and the lengthily wait you cite to have endured is certainly our failure as wellWe have begun addressing the obvious coaching concerns you have brought to our attention within our staff and will take appropriate action You have our pledge to maintain the quality of all our customer interactions at every level and we truly thank you for reporting these incidents to us 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 usIt was never our intention to offend you by offering you a further form of apology after we made your concern rightWhile we understand that this is your Bobs experience, we do not continually let our customers down on the nearly 3,deliveries we complete successfully ever dayI do acknowledge your reasons for canceling your order and I am genuinely sad that we lost your business due to the inconveniences we caused you Please let me know if there is any way you would consider reinstating your sales order with us and if so, I’d be happy to discuss a further form of apology that can be accommodated prior to your delivery occurring Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Morning Revdex.com, Please pass on our sincerest apologies for the frustrations the damaged product and multiple services has caused our customer to experience Our records show that our technician repaired the defect in the bed and nightstand successfully on We care very much to assist our customers and gain their full satisfaction in our business and the products we sellIn regards to the bed (headboard, footboard, railings) and the nightstand(s) we have entered in a reselection credit so that the customer can visit one of our showrooms and reselect to a product that they feel better suits their needsAs a retailer it is our responsibility to provide the customer with a store credit based on their purchase price however if the customer selects merchandise of a higher value the customer will be directly responsible for the upchargeWe will also cover the cost of delivering the newly selected items and will expect to remove the current bed (headboard, footboard, railings) and the nightstand(s) the customer maintains in the home on the same date The credit number associated with the bed (headboard, footboard, railings) and the nightstand(s) is: [redacted] , if this credit is not used within two months it will expire on In regards to the mattress, the customer just had this mattress delivered (new) on 03/23/This was a warranty replacement and we delivered the exact mattress the customer picked out from our showroomOur records show no report of factory defect with the new mattress and therefore we would be unable to offer a resolution on an item that has no defect concernIf the customer has more to report as to why they are unhappy with the mattress they picked out that would initiate a service under their warranty coverage we will be happy to help at that time Kindest Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

Good Afternoon Revdex.com, I attempted to contact this customer via the telephone number she provided today (2.11.2015) I was unable to reach [redacted] so I left a detailed voicemail regarding the research we performed on this concern and our apologies for any confusion she felt may have been present during her communications with us I personally listened to the recorded call(s) with one of our Customer Care Supervisors and during the initial conversation [redacted] held with us on our agent did not disclose that no new delivery fee would be charged on the new saleThe agent made reference to the credit the customer was to receive to reselect a new mattress with, indicating that this reselection credit would not include the original delivery fee already paidWe further researched the second call that [redacted] held with us on (when the credit was actually entered for the original mattress) and again there was no mention of a new delivery fee being waived As the original delivery was completed with no concerns and the customer’s choice to return the current model is one based on a comfort concern, it remains fair and adequate that the customer should be charged a new delivery fee for a second contract to deliver a new piece of merchandise We wish [redacted] the best sleep possible in her new mattress selection and do hope she can understand our position as a business in this scenario Kindest Regards, [redacted] Bobs Discount FurnitureCustomer Care Corporate Liaison %

Good Afternoon Revdex.com, Our offices are in receipt of this message as of and are responding on the same day (3.20.2015) In initiating this mediation channel it is my understanding that this customer is seeking direct assistance from Bobs Discount Furniture and not the Guardian companyShould the customer wish to work off of the information provided to Guardian we suggest that she contact Guardian directlyIn order for Bobs Discount Furniture to assist our customer we do require more information that would validate why this damage should be covered under the plan she purchasedIt cannot be verified at this time, by our company, that the plan sold as failed this consumer As per our original response, we do want to help our customer in any way we are able to At this time, we are still not being provided with any report of what occurred to cause this damage and it looks like the customer may have tried to include a link in their last response however when I access that link a picture of a “crown” comes up and there is no photo of this customer’s furniture 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 Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Complaint: [redacted] I am rejecting this response because: Bobs is only (re) sending a technician out that said, "I can fix that water mark." The tech called back the store and put me on the phone with a man that said, I advised my technician NOT to fix the table and advise you to call [redacted] ***I did that and because the people in charge of [redacted] look for any and all reasons to discredit the customer and deny the claim I then called back BobsI argued with a gentleman about a whole "other" issue not previously complained about to [redacted] ***My table is peeling in the wood grainsThis is by no fault of mineI ONLY use the cleaner they providedThe same reason I needed to purchase a new table from bobs in March of My previous tables finish had completely worn off but I foolishly didn't report it in I was instructed by the salesman that NO MATTER WHAT happened to the finish in the first year that BOBs would replace it Not only was my salesperson misleading but so was the [redacted] statement misleading The woman from [redacted] expressed her apology for the company not pointing out the the hidden details that a claim can and will be denied Yes they are sending a tech on Saturday to "touch up" the water mark but as for the one year warranty they are not abiding by their own policy as far as the peeling/chipped wood grains This is infact, a defect The finish of a table should not be coming off after a period of months I wish I had done my homework because the list of complaints about bobs services and [redacted] gimmick is plastered all over the Internet and in consumer reports This is happening to many, many consumers and its a disgraceful business practice! Sincerely, [redacted] ***