Autumnwood Homes

Good Morning Revdex.com, Please pass on our thank you to the customer for sending thru the pictures associated with her claim As indicated in our previous response leather or vinyl cracking or peeling, seam slippage/ separation, and stress tears are not covered occurrences under the [redacted] *** Protection planRegretfully we will not be able to dispute this claim for the customer with the [redacted] company at this timeOur sales associates are expected to provide a general overview of the protection plan at the time of purchase and just like many other protection plans sold on automobiles, electronics, and appliances there are going to be exclusions to coverage to keep the plan fair for all customers alike The customer’s one year guarantee period directly thru Bobs (this would be listed on the sales invoice sheet) has long been expiredThe expiration of the factory defect guarantee occurred on 10.12.2013, over a year ago, and our records show no report of concern for any defect on the sofa or loveseat within the original warranty period As a business completely separate from the protection plan the customer selected to purchase we do care very much about making an effort to satisfy our customers in a fair and adequate manner As an extreme courtesy we are willing to offer this customer a one time option for reselection (store credit to pick a different set) at a prorated percentage Please see below for the option outline, should the customer wish to accept this offer they can respond to us via this Revdex.com channel as ‘Satisfied’We will have a retail representative reach out to the customer to make them aware of their active credit after the Revdex.com claim has been fully closed Option for resolution: We will provide the customer with 75% store credit based on the price paid to us for the sofa/loveseat (Credit = $1485.16) This store credit will allow the customer to reselect to a different set whose material makeup may fit their needs and longevity expectations better Once they have visited a showroom to make their reselection (within the next two months) we will expect to remove the current merchandise they have in their possession on the same date we deliver the new selection As an additional apology we will also cover the cost of any delivery fee associated with the newly selected merchandise (that is approxan additional $savings credit for the customer) should the customer accept this courtesy offer for resolution I look forward to hearing back from the customer and apologize again that they have spent any of their valuable time on solving their furniture concerns Kindest Regards, [redacted] Bobs Discount Furniture [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 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 with use of a gift card While it is not procedure to so we do recognize that we have failed our customer and we are willing to make an exception in this case to work above our compensation guidelines and policiesWe do not 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 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 we will also provide a $Bobs Discount Furniture Gift Card as our further form of apology 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 to the financing account used to make this purchase (it may take one full billing cycle for the customer to see this on their [redacted] statement)The Bobs Discount Furniture Gift Card will be mailed to the below names/address within 7-business days of their response being received We are genuinely very sorry again for the inconveniences we caused and thank our customer for bringing the obvious coaching concerns we have to our direct attention Gift Card will be mailed to: [redacted] Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Complaint: [redacted] I am rejecting this response because: [redacted] , Thank you for your response So your protocol as you describe in your response to me Is just phone call and than leave without any other types of communication You don't go out of the truck and knock or ring a door bell like every other delivery company that I have dealt with my lifeThat's unacceptable by any meansI saw the truck and what happenedI got tired of waitingMy girl friend and I were walking the dogI was over a block away watching a white truck turn go down the street slowly I was running hoping this was the truck and someone would get out and go to my doorI saw the truck stop at my house I was close enough to see the guy in the passenger seat look at my house turn to the guy driving I watched them take offPlease do not tell me I didn't see this happenI understand this would be a different story if I didn't see this with my own eyesAt this point my trust is not there with your company as this whole delivery system does not work for meI phone call with no other types of attemptsSincerely, [redacted]

Good Morning Revdex.com, Our records indicate that there is a pending exchange in the system to correct this customer’s concernThis exchange is scheduled to go out on and was created on We certainly apologize for any rudeness the customer alleges to have experienced while seeking to get this concern resolved [redacted] or “Acceptance Now” is a third party company and per our overview this concern is being rectified directly by way of Bobs Discount Furniture We look forward to pleasing our customer with the even exchange of merchandise on Sincerely, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

Good Day Revdex.com, I apologize again to our customer for the alleged sales experience they have outlined occurred while purchasing this protection planAs I was not present during the time of sale I am unable to make determinations of what actually occurred and I do know that we expect our sales team to provide a brief overview of the protection plan to our customers without overwhelming themThe sales flyer is commonly placed inside this trifold along with the customer’s sales invoiceAgain as the Goof Proof Protection in honored thru a third party company there is regretfully no way for our business to determine if the customer did or did not receive the specific plan outlinesThe Goof Proof Plan is extremely valuable and Bobs would never make an attempt to sell our customer anything that we did not feel held the value of its price pointThe simplest way the plan can be explained is to state it is insurance for your furniture and does cover many incidents that occur to your furniture from accidents inside your home (beyond use)The sleeper mechanism on this merchandise is currently covered through [redacted] for five years (not Bobs), the reason this person’s claim was denied was because it wasn’t reported as the result of an accident occurringThat determination takes only moments to verify via phoneLike many other protection plans sold on home appliances, automobiles, or electronics there are reasonable guidelines that must be adhered to in order to keep the plan fair for all consumers alike Should the customer feel her claim is not being properly addressed by the [redacted] company we would suggest that the customer contact this company directly to make them aware of her remaining concerns As of right now Bobs Discount Furniture is still able to provide the courtesy offer of ‘Best Effort Service’ that we outlined in our last communication Sincerely, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison %

Good Afternoon Revdex.com, Please pass on our sincerest apologies for the consistent disappointments the customer alleges to be experiencing with their living room furnitureOur records indicate that this merchandise was delivered to the customer on 05/24/ and their first report of concern was initiated to us on 09/10/At this point in time the customer was outside of the first year guarantee period through Bobs Discount Furniture and any services that have been provided were being done so by the extended protection plan the customer purchased at the time of sale We further apologize that the customer disagrees with the multiple factory trained professionals that have been sent to their home to assess the damageThe protection plan offers coverage, directly thru Bobs Discount Furniture, for manufacturing concerns and this individual’s merchandise it not experiencing concerns as a result from any defects in workmanshipWe stand behind the integrity of our service technicians and are truly very sorry that the concerns this individual is seeking coverage for do not apply to the warranty protection purchased As an extreme courtesy and because Bobs cares, we can offer the customer a one time option for resolution outside of their warranty protection plan, please ask the customer to review the option we have listed below and respond thru this Revdex.com channel they felt necessary to open for your services of mediation Resolution Option: We will provide the customer with a 70% store credit based on what they paid for this merchandise at the time of saleThis 70% is related directly to the cost paid to us for merchandise onlyAs the customer’s concerns are not covered by the extended warranty the inclusion of such fees has no basis for existence in any courtesy offer Bobs provides directly Should this offer be accepted, we will not be responsible for the removal of the current merchandise the customer has in their possession as we agree with the reports we have received from our technicians As an additional courtesy we will offer to waive the cost of delivering (one time only) any merchandise purchased using the 70% store credit provided via this offer Kindest Regards, [redacted] Bobs Discount Furniture [redacted]

Good Morning Revdex.com, We are in receipt of this rebuttal on and are responding on the same date Our records indicate that as of the customer accepted the resolution offer we provided for the replacement items At this time we would consider this concern closed as resolved Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com, We will not be offering to send out a technician to this customer’s residence for the various reasons already communicated within our previous responses We have offered to work as a liaison between the customer and the company who manages the protection plan she purchased and it appears that the customer is still unwilling to communicate what type of accident occurred to the merchandise to cause this concern As a final option for resolution we can offer to cancel the ‘Goof Proof’ plan and refund the purchase price paid for the extended protection plan ($149.99) Should this offer be accepted a corporate check (within 7- business days) will be mailed to: [redacted] As this plan is over years old this is a more than accommodating offer of courtesy on our partBobs Discount Furniture has no direct recourse to offer relating to this merchandise and as the consumer refuses to submit an accident claim for damage having this accidental protection plan will not benefit her Thank You, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] . In response to the comment made in regards to me having to use a blow up mattress to sleep, I purchased a mattress through a separate company and was not going to use a brand new mattress to sleep with on the floor so therefore another form of a mattress to use to sleep was needed Also I will call customer care once my delivery is completed to address that I will not be paying for a delivery charge due to the inconvenience of my sleeping condition and also taking a half a day off from my busy work schedule to wait around for my delivery today. Sincerely, [redacted] ***

Good Morning Revdex.com, We apologize to this customer for any inconvenience they have experienced while working directly with the [redacted] company for their accidental damage claim Our records reflect that as of we scheduled one of our service technicians to this customer’s residence to perform a repair to the best of his abilities on the damaged tableThis is normally not something we would offer to directly service as these damages are not the result of a factory defect and we stand behind this option as the best recourse we have to offer our customer for this concern

Good Afternoon BBB, In addition to this complain, this consumer posted a review via BBB and this concern was answered via that channel and we also sent an email directly to this consumer as of Friday 3.06.2015 to follow thru on this concern. Please see the below copy of the email... communication sent on 3.06.2015 and log as our response to this complaint (please note that per the original tracking number the first check was delivered by [redacted] as of Sat 3/07/2015 11:05 am. [redacted] From: _Customer Care Ask Bob Sent: Friday, March 06, 2015 4:36 PMTo: [redacted] Subject: In response to the BBB review posting: Bobs Discount Furniture Good Day ***, This communication is intended to provide you with a [redacted] tracking number for one of your refund checks as we indicated in our response to your BBB review posting. We have also included a copy of the information we posted to the public BBB channel to ensure you receive these updates. COPY OF COMMUNICATION INITIALLY SENT TO YOU THRU THE BBB REVIEW BOARD YOUR POST WAS GENERATED FROM INCLUDED: [redacted] TRACKING NUMBER FOR CHECK SENT TODAY – 3.06.2015 = [redacted] [redacted] Good Afternoon Joe, I'm so sorry about the errors that we made while processing your returns and refunds via the multiple methods of payment you used. I further apologize for the rude behavior you cite to have endured from our delivery personnel and I assure you that we will be following up directly with our staff regarding the coaching concerns you have brought to our direct attention. In regards to your refunds, I have personally reviewed your account today (3.06.2015) and verified what changes needed to be made to process your refunds back to you as soon as physically/electronically possible. I was able to get the $ $328.34 released back to your credit card as of today (3.06.2015) and expect that you will see this refund back to your credit card within the next 2-5 business days. I give this timeline only because we are releasing the funds over the weekend and you will still want to allow some additional processing time for your bank to receive it and allocate it to your credit card. You will also receive two checks from our corporate offices. One of the checks was sent out via [redacted] for you today and per the [redacted] tracking number the expected arrival of this check is tomorrow (3.07.2015). This first check is in the amount of $479.34. The tracking number associated with this check is active and will be sent to you in an email (along with a copy of this message) so your privacy isn’t affected by this post in a public forum. Normally any Corporate Check takes anywhere from 7-14 days to process and receive however we do understand that we have failed you and want to put forth every effort we can to make these failures right by you. The second check will be cut and sent by [redacted] on Monday 3.09.2015 in the same priority manner we have shipped the first one. The amount of the second check will be $420.65. We again are very sorry for the lack of care and attention your concern had received initially through our offices. We value your feedback and appreciate the time you have taken to escalate your concern so that we can make it right for you and grow as an organization overall. [redacted] As per above information, the second check is showing as being processed from our systems today (3.09.2015) to be shipped to the customer. Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Morning Revdex.com, Please thank the customer for providing us with these photos As previously indicated we understand that this consumer received the general sales flyer that we provide at the time of purchase to all consumers alikeAs a retailer we are unable to force any customer to fully read through the guidelines that they receive or educate themselves on the exclusions of this planThe general sales flyer fully directs that the plan is being offered by the [redacted] ( [redacted] ) company and that the full plan should be reviewed for a listing of exclusions Regardless of our opinion on the denial reason the fact remain that this protection plan is honored thru a third party company and not Bobs Discount Furniture directlyWe are willing to make an offer to the customer as an extreme one time courtesyWe do stand behind the reasoning [redacted] has selected to use in denying this claim as exclusions are put in place by any business to keep resolutions fair for all customers alike The courtesy offer we are willing to make should not be viewed as a dispute to the [redacted] claim and is our effort to apply a caring offer outside of all guidelines that have been correctly set forthThis offer will not to be negotiated further and should the customer wish to accept this offer they may respond to this Revdex.com channel directly as ‘satisfied’ and can expect their store credit to be active within business (not to include Saturdays or Sundays) hours of their response and valid for use within two full months of their response Resolution Offer: We will provide a store credit (for Bobs Discount Furniture use) in the amount of 60% on the sofa and loveseatThis 60% will be based off the original cost of the sofa and loveseat as listed on the original sales orderFor the sofa the store credit = $253.83, the credit for the loveseat = $225.57, making the total store credit = $In the interest of fairness should the customer seek to have their new living room set delivered to them they will be responsible to pay a delivery feeBobs Discount Furniture has always maintained that a delivery service is a completely separate service from the sale of the merchandise itselfShould the customer find these terms acceptable we are willing to cover the cost of removing (and disposing) the current sofa and loveseat that exists in the home on the same date the new living room set is delivered to the customer Kindest Regards, [redacted] Bobs Discount Furniture [redacted]

Good Afternoon Revdex.com, We apologize that the customer still remains so unsatisfied We have again verified the product information and scenario with our Service Manager and stand behind our already provided written and verbal responses to this concern Sincerely, [redacted] Bobs Discount Furniture [redacted]

Complaint: [redacted] I am rejecting this response because:From: [redacted] Date: Wed, Apr 8, at 10:AM Subject: Re: Complaint Transfer for Complaint Number: [redacted] To: " [redacted] The complaint I have pending, is frustratingThe reply Bobs furniture sent that they needed more information was bogusI had no way of adequately replyI have the information to send them and would like a full refund instead of the store creditThe credit they issued was only good for days, and still my elderly parents have not decided in a purchase Sincerely, [redacted]

Good Morning Revdex.com, Please pass on our apologies to our customer for any and all inconveniences he has endured as a result of our failures during this purchase Our records indicate that as of this customer’s concern has been fully rectified directly through our Customer Care Offices, Customer Care Management Team At this time we would consider this concern resolved and apologize to our customer again Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon [redacted] , My name is [redacted] and I work for Bobs Discount Furniture Customer CareI’m very sorry to learn about the disappointing experience you have outlined to occur during your delivery experience with usWhile it is far beyond procedures to take away anything other than a traditional mattress and/or foundation I can understand your frustrations as you have indicated our sales professional gave you the impression this was completely within our policies I further apologize that we weren’t able to get our delivery team back to you in a reasonable amount of time to remove these additional items that they left in such an inconvenient place/manner The Revdex.com offers a very valuable mediation channel for a customer and a business alike and I assure you we do want to reach an agreement with you that you find satisfactory for resolution to this concern As a retailer we cannot make offers of apology or resolution off of an alleged payment amount that any consumer cites to have paid out to third partiesEven with sufficient evidence a business cannot be forced to enter into an additional agreement to pay such chargesLooking at this strictly from your perspective, as a business we can and should be expected to uphold the agreement of which you contracted a delivery service and delivery fee from us forI agree that the delivery service you paid for was not fully honored therefore we are willing to refund ½ of the delivery fee you paid to us in an effort to resolve your overall disappointment This would work out to be a refund of $(plus any applicable taxes your state may or may not charge for delivery fees)Should you wish to accept this offer as our form of apology for our failures we are more than happy to process this refund amount to the original method of payment you used on this sale Please let me know if you find this resolution offer acceptable – via this Revdex.com channel- and I will have the appropriate party reach out to you to confirm your original credit card number ( we do not keep full credit card numbers on file for the protection of our customer’s security) Kindest Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I am still not understanding why they keep saying I have failed to show them proof of the tear, because I have sent pictures numerous timesAt this point, I will accept my money back since I feel that the plan was not at all what I was told and what the pamphlet saysThe refund can be mailed to [redacted] ***Sincerely, [redacted] ***

Good Morning Jamie, Your response was just received to us today (1.22.2015) thru the Revdex.com mediation channel you opened At this time our records indicate that the even exchange of the headboard and footboard pieces went successful on 1.16.2015, there are no other notes uploaded to your account to designate what may or may not have happened with the assembly of this bed on this dayAs our drivers provided us with an ‘OK’ result code we adopt the thoughts that the delivery was accepted by you and fully assembled in the manner you instructed the delivery team to operate in Regardless of your personal research or individual opinion, the ‘ [redacted] Bedroom’ is compliant with [redacted] Phase for formaldehyde emissionsThe fact continues to remain that Bobs Discount Furniture would never sell any merchandise that could potentially be harmful to our customers What continues to personally befuddle me is why, when you are so aggressively alleging that this furniture is harmful to you, you wouldn’t be seeking for our business to remove the product from your home? Should you and your husband both be experiencing such a terrible preference concern that it has driven you from your permanent place of resting wouldn’t it be more beneficial to the both of you to select a different piece of merchandise where the ‘new furniture smell’ does not bother you so? 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 amountI apologize that anyone told you we don’t have items for sale for $ or less because we most certainly doWe have several cash and carry items that can be taken from our Showrooms or Pit locations as our free gift of apology As listed above, your account indicates that you have accepted the exchange and any merchandise concerns related to damage have been resolved as of -As the concerns with damage have been made right we are happy to process the $Bobs Discount Furniture Gift Card request we initially offered you as an apology for the frustrations caused to youAt this time we can offer to electronically load it to the internal cr you have with us or we can mail a physical gift card to you -On a separate note: Should you wish to have this bed removed from your home because of the preference concern you are experiencing we are happy to work above and beyond our company policy and remove the bed (headboard, footboard, rails) from your home for a monetary refundWhile this is far beyond our procedures to offer, I just cannot see how keeping a product you are so personally dissatisfied with would at all be constructive to you as a customer The accusations you feel necessary to communicate regarding the sale of potentially harmful merchandise are distasteful and defamatoryAs a retailer we are more than willing to work with you in a fair and adequate manner in an effort to gain your satisfaction Sincerely, [redacted] Bobs Discount Furniture [redacted]

Good Morning Revdex.com, Please know that this customer had previously filed with Revdex.com under complaint ID# [redacted] Please let the record reflect that our business made an extreme effort to honor this customer’s demands even after we have a factory trained professional out to the homeWe do apologize for the alleged drop call that the customer indicates occurred during their interaction with our Customer Care Team and have addressed this concern directly with our Work Force Management Team to ensure our phones lines are in proper working order There are various reasons as to why the merchandise may look different including the fact that the chaise has been in the home and being used for nearly two and ½ yearsThe left arm facing loveseat was just exchanged and this set’s material is very light in color therefore it would be considered completely for the chaise (that has sustained years of regular use) to look differently Should the claimant wish to have her concerns reviewed at a higher level this time around we respectively request that they provide photographic evidence of these concerns via this Revdex.com channel As the claimant wished to use the Revdex.com’s mediation service we expect these pictures to be sent to us thru this Revdex.com channel for further review Upon receipt and review of the photos with our Service Management Team we will respond with what, if any, recourse option(s) we are able to provide Thank You, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison %

Complaint: [redacted] I am rejecting this response because: Being a first time customer I would have thought that they would have made sure I was happyTo make this right I would like the unit fixed along with refunding the $I spent extra on these so called extras which is the main cause of all my frustrations in dealing with Bob'sI didn't really want the services from the beginning and all the frustration that has come with it If this isn't an option then I would the unit taken back and all money refundedI will not accept store credit as I will never deal with this company again due to the lack of care they show their customers and lack of professional supportI will bring legal action if I mustSincerely, [redacted] ***