Autumnwood Homes

Complaint: [redacted] I am rejecting this response because:I have the original warranty paperwork and it clearly warrants :"accidental stains, damages on leather, fabric and vinyl Even with careful use furniture can get get damaged.""rips, tears, cuts, burns & punctures"As the pictures I provided clearly demonstrate, the chair is "ripped, torn and punctured".I have a damaged chair that needs to be repaired in accordance with the warranty.Either honor the warranty and fix the chair or I can return the chair to the store and accept a full refund of $448.99.Sincerely, [redacted]

Good Morning Revdex.com, We apologize for any disenchantment our customer is experiencing with the product purchased from us We maintain that upon our review the concerns the customer is implying are defects are natural characteristics of the marble (stone) itself As an extreme courtesy the customer’s account shows that we have already set both the kitchen island top and the cocktail table up for an even exchange date of Should the items be delivered with similar or the same characteristics we will be unable to offer further recourse on this type of preference concernThere is a vast amount of public knowledge available to reference for natural characteristics in this material makeup At this time we would consider this concern closed as our business has provided a desired resolution Kindest Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

Complaint: [redacted] I am rejecting this response because: I have already explained that at the time of sale I was told by sales representative that it's Bob Discount who covers.And as I explained its a great dishonesty at the part of such a large business that they orally say something and on the documents some thing else, not only that their brochure are misleading as its shows that I have covered you by MrBOB and the same has been shown by sales people when they are selling insurance.Now the business is giving lame excuses and legal reason to keep herself away from the commitment made at the time of sales.We never imagined this would happenstill looking a positive response that somebody sensible would contact me to resolve my issues with the merchandise instead of giving same excuses Sincerely, [redacted] ***

Good Morning Revdex.com, Please pass on our sincerest apologies for any inconvenience our inability to take old furniture has caused our customerWe can certainly understand our customer’s frustrations and assure our customer that we will look further into the alleged coaching concerns she has presented in this complaint As a business we do indicate in our informational trifold (this would have been provided with our customer’s sales invoice at the time of sale) the following: You must ensure that the area where you want the furniture placed is clear, for liability reasons, our delivery team cannot move or remove your own furniture & We will remove your old mattress and foundation when we deliver any new mattress if you want us to do so I have attached a copy of this trifold for your review – this information is located under the ‘Delivery and Setup’ listings On this same information pamphlet we also indicate by pictorial that if you have bough bedding from us we will haul away your old mattress set This information is also available via our website: [redacted] Q: Do your delivery teams disassemble and remove old furniture? A: Unfortunately, we are only able to remove old bedding (mattress and foundation) if you purchased new bedding from Bob's and have it shipped via Bob's Delivery Service and it is safe and sanitary to do soWe cannot remove old bedding for mattresses shipped via [redacted] under the Bob's Value Express programWe do not remove old furnitureWe suggest you call your city or town to determine the best method of disposal, or search out a local charity that may be able to pick up your furniture and benefit from its reuse We try extremely hard to remain as transparent as possible with each and every customer we are lucky enough to service and would never intentionally mislead a consumer in any manner As the customer has alleged that the original delivery team removed more than just ‘bedding’ this is a very serious allegation as it displays a direct neglect for the policies and procedures we have been very successful maintaining with over twenty years in businessWe will most certainly address this original delivery team accordingly on this failure and we apologize again that this customer was left with any impression that removing furniture was an appropriate expectation of our business Kindest Regards, [redacted] *** Bobs Discount Furniture Corporate Customer Care Liaison

Good Afternoon Revdex.com, Please pass on our sincerest apologies for the inconvenience the multiple deliveries and damaged product continues to cause 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 us We currently have a delivery scheduled for the [redacted] on to resolve this concern While it is not procedure to so we do recognize that we have failed our customer and our records indicate that we have advised our customer that we will willingly offer a token of our apology after the concern as been fully rectified We do not offer apology resolutions 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 At this time we are looking forward to completely resolving this customer’s concern on and should the customer still be seeking a further apology amount from us they will be able to speak with our Customer Care Office prior to the delivery team leaving their residence We will review the account and our failures at that time and determine what we are able to offer [redacted] We apologize again for the impact our failures have had on our customers valuable time and thank the customer for bringing the coaching concerns we have to our direct attention Kindest Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

Good Day [redacted] , My office is in recent of your response as of and we are replying again to you The claim number you supplied is not a Bobs Discount Furniture claim number, as previously indicated you have been reporting concerns to the ‘accidental insurance coverage’ company called Guardian Protection products and not Bobs Discount Furniture After performing research into the claim number you provided with Guardian (along with the other claim numbers you have active with this company) it has been discovered that your chairs are not experiencing any factory defect concernsYou reported to Guardian (and also supplied photos that outline) cosmetic damages on the chairsIn example- you reported to Guardian that your chair has scratches on it and that there is a chair with a ripped decking area (under the seat)These are not manufacturing concerns and are related to something happening to the chairs that you have had in your home for over two years time In speaking with Guardian today they have informed us that they are approving the exchange of your table under your protection plan – this fulfills the terms of your protection plan as the plan you purchased offers a one time replacement ONLYThis fully covered protection plan replacement means you no longer have an active protection plan open on the tableThese terms and conditions are fully listed on the terms and conditions page (that the flyer you posted directs you to read) therefore this is an undisputable factYour replacement merchandise will carry a one year guarantee for factory defects ONLYA scratch, scrape, knick, ripped seat underneath, or any otheount Furniture directly within the first year of ownership under the provisions of your warranty In an effort to help our partner (Guardian) close the claim you have open with them we (Bobs Discount Furniture) have generously agreed to exchange the chairs you have as a one time only courtesyThis fulfills the terms of your protection plan as the plan you purchased offers a one time replacement ONLYThis fully covered protection plan replacement means you no longer have an active protection plan open on the chairsThese terms and conditions are fully listed on the terms and conditions page (that the flyer you posted directs you to read) therefore this is an undisputable factYour replacement merchandise will carry a one year guarantee for factory defects ONLYA scratch, scrape, knick, ripped seat underneath, or any other cosmetic damage is NOT a factory defectYou are required to report any defects to Bobs Discount Furniture directly within the first year of ownership under the provisions of your warrantyI have included our ‘Service Policy’ below so you have it for your records SERVICE POLICY We guarantee that our new products will be free from factory defects for one year from date of delivery or pickupOur mattresses and motion furniture may carry additional factory guaranteesYou must report any factory defects to our Customer Care team within one (1) year of possession, and a Customer Care representative will schedule one of our Service Technicians to inspect the item and service it to factory standards at no cost to youIf the Service Technician determines that the factory defect is not serviceable, we will replace the affected item, one timeIf the item is no longer available, you may reselect to other merchandise or we will refund the purchase priceIn the event of a reselection we will charge or credit you for any price difference between the original and the re-selected itemMerchandise purchased from our “Pit” or Clearance Centers that is not brand new/factory fresh is excluded from these factory defect guaranteeswear and tear or customer-caused problems are also excluded Service can only be provided within our serviceable area to the original purchaser as stated on your sales receipt The request to have your paperwork entered has been made and these exchanges are projected to be available for you to schedule with us (Bobs) by Tuesday, Please contact our Customer Care Offices to schedule a delivery date where you have the flexibility to take any estimated hour time frame window for delivery Customer Care is available via telephone at [redacted] (Mon – Sat: 630am -8:00pm / Sun: 10:30a- 7:00pm)We are unable to schedule delivery for you thru this Revdex.com channel as availability changes every day and every hour Thank You, Stephanie AGauthier Bobs Discount Furniture Customer Care Corporate Liaison

Good Morning Revdex.com, Please pass on my sincerest apologies to *** for the lack of care and empathy this concern has been met withI have placed the store credit for the left side facing piece into our customer’s accounting records and this credit, along with the original, are active for useThese credits will remain active through As an additional apology for the time that *** has had to spend seeking resolution on this we will agree to waive the new delivery fee on the newly selected merchandise (this will save *** approximately $99.99) By accepting and using these credits [redacted] is acknowledging that this is the final attempt we are permitting an exchange of merchandise for any customer preference concernWhile I certainly agree that ***’s concerns should have been handled with more care it is not a sound business choice to continue to remove and deliver product (that cannot be re sold as new) to any customer For ***’s records the two credit numbers associated with the sectional are: [redacted] & [redacted] Should the new merchandise [redacted] selects cost less than the available credit the remaining balance can be used in our store for other merchandise or may remain as a store credit for future useIf [redacted] selects a set that retails for more than the available credit we will expect that the consumer pay the difference in upcharge for the merchandise they desire Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com, Please pass on our apologies to our customer for the disappointment he has experienced with the table he purchased from us Our records indicate that on the original date of service we spoke directly with [redacted] and confirmed the reasons why we were unable to offer an even exchange on the table Per our records on 6.14.2014: [redacted] to table

Good Morning Revdex.com, Please pass on my sincerest apologies to [redacted] for the aggravation that he has endured while seeking resolution and the part he paid us forWe truly care about each and every one of our customers and acknowledge that the failure on the vendor’s end in shipping time is our responsibility to own We have placed the necessary paperwork into [redacted] records to schedule and even exchange of the damaged chair for a factory fresh model I have personally left [redacted] a message (on the ‘daytime’ number he provided Revdex.com) this morning (10.07.2014) and as I wasn’t able to reach him directly, I asked that he contact our Customer Care Office (###-###-####) to schedule an exchange date for delivery Again we are very sorry and thank you for the opportunity you provide us with to make our failures right, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com, Please pass on our sincerest apologies for any confusion set forth during this customer’s web purchaseWe further apologize for the rude behavior the customer cites to have been met with while speaking with our Customer Care Team; we take great pride in ensuring that we always offer our customer’s the best care possible and have already begun researching this interaction so that we may take the appropriate coaching opportunities Following our successful procedure for web orders, the stock of the merchandise is never disclosed during the purchasing process on the webThe website does not allow the customer to schedule a delivery date and after the order is placed a Bob’s representative contacts the customer and advises the customer of the anticipated delivery dates we can provide based off of our current warehouse stockThis is the same process that occurs daily on our sales floor and in the majority of cases we have plenty of stock available to provide our customer’s selections withIn rare occurrences we are met with an expected shipping delay from the overseas vendors we work with We still immediately communicate this finding to our customer and while we apologize again for any confusion this customer experienced the act of “ advertising” doesn’t exist in this scenario due to the nature of the orders lifecycle Per our sales invoice should the customer wish to cancel and receive a full refund prior to taking possession of the merchandise, this is always availableThis works directly in the customer’s favor in the case we are met with any unexpected delay in our container shipments At this time this customer’s merchandise is not showing on back order and our records indicate that this merchandise is set to be delivered on to the following shipping name/address information: [redacted] Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making any concern we have caused right so that our customer is satisfied with the product that they have purchased from usWe currently have a delivery scheduled resolve this customer’s concern and have worked above and beyond our policies by providing this customer with an apology gift card when the occurrence of disappointment is and was beyond our controlA delivery fee is charged for the honest fact that the customer is contracting a delivery service along with their sales order, we do not work the price of delivery into the price of our discounted products and as the customer still expects the delivery to take place, the charge for delivery remains a reasonable association to this sales order With review and respect to all the facts communicated above we do consider this concern closed as resolved from our end at this time Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon [redacted] , I am very sorry to learn of your disappointment with the product you received from usNew wood furniture does bring a “new wood smell” with itMany consumers find this smell to be appealing and gage it as a sign that the wood has been properly treated during productionI am again very sorry that the off gassing process is causing you so much inconvenience and I assure you that we have already made an extreme effort to work out of our expressed policies to assist you as an individual Please see the below verbiage of our ‘Refunds and Cancellations Policy’ as listed below and indicated on your original invoice (this is commonly signed as agreed to by all customers prior to leaving our store on date of purchase): REFUNDS AND CANCELLATIONS POLICY You may request a full refund on orders for stocked merchandise at any time up until the time we deliver the merchandise to you or until you pick it up I am perplexed as to where you are locating any information about a ‘day’ or ’day’ policy, if you can provide me with specific details about where this information has been presented to you I’d be happy to look into clarifying any confusion that may be present As the policy listed above indicates we normally make no offers for return at any time (especially for a preference concern) and as of your account indicates that we created a ‘reselection credit’ for you At this time your concern is being addressed above and beyond our expressed policiesWe stand behind the already offered resolution as the most fair and adequate offer we are able to provide you with Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Complaint: [redacted] I am rejecting this response because:I disagree with the response.In its reply their representative distorts the facts.1, My choice of the sofa was made based on recommendations of their salespeople.All their salespeople claimed that this model is the best selling one because it is most reliable, it is sold for many years and in huge quantitiesThey do not want to admit that the item they delivered us has defects On their representative visited usHis visit was very brief, no discussion, no opinion, no conclusionHe presented himself as a photographer, took several photos on his cellphone, stated that based on his photos someone else will make a decision, and we have to follow up with their customer service.I followed up on The customer service notified me that they do not see any defects.I emailed them several photos that show that the sofa is defective.They still insisted that the item does not have defectsBecause they refused to return my money, and only gave me a store credit, they forced me to order a new reclining sofa from them on 04.02.2015.It is of different model because I cannot trust the quality of the model I had.It has exactly the same price of $The store credit was applied to pay off the sofa and its protection plan.I paid off for another deliver $out of my pocket They issued me a store credit of $instead of $originally paid.They rejected to return the delivery fee of $ I demand they return all my money in the amount of $1,305,that I paid the first time.I can only hope that the newly purchased sofa will not have defects Sincerely, [redacted]

Good Morning [redacted] I completely understand your frustrations with this chair and I apologize that it has taken us so long to resolve your concernsI can assure you that Bob’s customers are the most important aspect of our business Regretfully the damages reported combined with the report the technician provided to us are not coverable occurrences under the manufacturing warranty or the protection plan you purchased As an extreme one time courtesy we will offer to provide you with a factory fresh model of the chairYour original invoice states that you took possession of this chair by picking it up on your own accord As we stand behind the integrity of our technician’s filed report and the fact that this chair is not experiencing any factory defects, you would be expected to return the current chair you have in your home and retrieve the new chair via the same customer pick up location you originally used Should you prefer to have this chair exchanged by a delivery team instead this service can be arranged for you with the payment of a delivery fee to Bobs Discount Furniture As this is an extreme one time courtesy offer please understand that should your merchandise experience any concerns in the future that are not deemed factory defects by our trained technicians or are listed as exclusions by the ‘Goof Proof’ ( [redacted] ) Terms and Conditions of your accidental protection plan; Bobs Discount Furniture will be unable to take responsibility for these concerns Please let me know if you are accepting of this courtesy exchange offer so I can process the exchange paperwork for you Thank you for your patience with us [redacted] and I look forward to hearing back from you via this Revdex.com channel, [redacted]

Good Morning Revdex.com, I reached out to [redacted] today (10.14.2014) by phone and left him a message with my direct contact number for return callI do hope to speak with him soon and I am genuinely very sorry for the unanticipated back order on the merchandise he has been expecting to be delivered Our retail location has made several changes to this order from its original status and regretfully I cannot update this account any further without first speaking with [redacted] and then verifying all information through our retail location I am currently awaiting the customer’s call back to me and apologize again that we have caused our customer any inconvenience during this purchase Kind Regards, [redacted] Bobs Discount Furniture [redacted]

They have to be kiddingThis product is not made of what they say it isI will continue this debate with the NY dept of State, and the Dept of Consumer Affairs

Subject: RE: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint # [redacted] I have accept option # Please call me to schedule pickup of the merchandiser Thank you[redacted]

Complaint: [redacted] I am rejecting this response because: While I did receive the parts that they sent (not the parts I asked and thought I was paying for), I am STILL missing partsI explained over and over again that I needed the complete system for BOTH drawers, and not simply a single track and a few nuts and bolts for ONEI still cannot ompletely construct this bedFurthermore, I requested some form of reparations for the extremely sub-par "service" I've received, of which none has been offeredI just want a complete working bed 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 Sincerely, [redacted] **I want to add how very disappointed my husband and I are that these measures had to be taken We waited very patiently for an unreasonable and unrealistic about of time and received no sympathy whatsoever or concern as to the amount of time waiting being told repeatedly that the part is in *** In light of not being able to get the [redacted] color, we will opt for the brown and hope that the color is suitable We would like the exact same set up, the couch and the electric recliner I am a little turned off at the fact that after two years the manual cable snapped on the couch and am wondering if an upgrade to electric is possible at no charge to the consumer due to the excessive run around we received and lack of professionalism Please advise as to when this furniture will be picked up and the new furniture received as we have gone months without the ability to recline on one side of the couch which is unacceptable having paid extra for the reclining option Our number is ###-###-#### and our email is [redacted] My personal cell is ###-###-#### We appreciate your support and look forward to an expeditious reply [redacted]

They have misrepresented their product to consumersI am contacting the manufacturer to see what the top is really made of

Good Morning [redacted] , Again, we are terribly sorry that we were unable to fully deliver the merchandise that you had on ‘Price Protection’ with us. We have completed extensive research and follow up with our retail location to ensure that they are always honoring the policy that we have in place which includes the agreement I had previously attached. In regards to how we communicate the ‘Price Protection’ agreement to customers other than the formal agreement form being filled out: I have attached a copy of your original signed sales invoice that denotes (right side) that this is on a ‘Price Protection’ delivery block and I have also attached the trifold that I am certain your original documents were handed to you in, that indicates clearly that our ‘Price Protection’ is not a layaway program. As I was not personally present at the time of sale or during the interactions you had within our retail location I am unable to work strictly off of the alleged experience you cite to have had during the period you were making payments on this sales order. I have been with our business for nearly ten years and this is the first time I am learning of an unhappy customer who has purchased by way of ‘Price Protection’. On an extremely large scale the appropriate procedures we already have in place for this option are being followed. I am certainly not denying the fact that in your specific scenario our retail location made a mistake by not properly having you fill out the complete agreement form and we have addressed this need for coaching based off of your feedback. We appreciate your escalation of this concern and thank you for taking the time to bring this failure to our attention. We remain disappointed that we were unable to provide you with the merchandise you selected and as a further form of apology we can offer you a $75.00 Bobs Discount Furniture Gift Card. We do hope you will accept this apology and see it as our attempt to offer you a cash and carry accessory (lamp, picture frame, accent table, home décor, etc.) from our showroom as a most tangible apology. Kind Regards, [redacted] Bobs Discount Furniture [redacted]