Bob Mills Furniture Company

While we understand the physical condition of the consumer, the chair was purchased and deemed uncomfortable by the consumerWe offer a day return policy, which the consumer is beyondWe offered to discount the delivery, as we cannot offer free delivery due to the fact that we utilize a third party delivery serviceI listened to the phone call personally and the Solution Specialist the the lady spoke to was extremely considerate and niceAt no time was the conversation such that would cause a consumer to cry due to the nature of our responseShe responded in a very understanding and comforting manner to the consumers situationWe offered to get it to the local store for pickup or charge her a discounted rate to delivery out of out Lubbock storeIn that this has not been determined to be a manufacture defect, but rather a comfort issue, we stand behind our decision to offer a discount on delivery or have the consumer pick up the chair locallyAny item picked up by a consumer is the consumer's responsibility to return the item to the store they purchased from for exchanges or refunds

The vendor did have some manufacturing issues with this setWe are working with the vendor and consumer to resolve this as quickly as possibleWe feel we will reach an agreement that satisfies the consumer, but have not received confirmation from our vendor as of yet

We regret the consumer feels like their protection plan is not a valuable planAs the consumer stated to us that they felt the movers damaged it, we denied the claim, based on the protection plan coverage that does not cover any moving damageWe are however ordering the part for the consumer at no charge to the consumer and they are paying for the service to install the partWe believe this is a fair and satisfactory resolution to the issueThe consumer indicated this is satisfactory to themThe consumer should have a copy of the protection plan they received at the time of purchase that includes the plan coverage and exceptions

Complaint: [redacted] I am rejecting this response because: Both companies have bad customer serviceI should not have to call for details when I so call only have days to report a incidentI wasted my money for services that I promise and did not receiveI did not receive any documents and did not have the 3rd parties number until I called Bob Mills needing to file a claimI was giving a 3rd party number to callLeft a message that Saturday for the company to call me (days already passed by then) spoke with someone Monday, not one time did any explained how the service workIt took days before I heard anything and by then my claim was denied due to multiple itemsEverything else the company are saying was not disclosed until I complained for weeks then decided to write Revdex.comNow they have additional rules, guidelines, and reasons why my claim was deniedBoth companies have poor customer service and I lost my moneyBoth companies have poor customer serviceI would like my money backI was never told that I will never be able to cancel a product if I feel I do not want itI should be able to cancel if I feel the service is not what is advertised or how the service was explained to meI still haven't been mailed any documents about the service or an apology for the poor customer service and inaccurate information I received from BOTH companiesIt's sad how they trying to discredit me when I am the customer who spent my time and money into the company contributing into their growthI did not receive the service I was promised and would like my money back Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] we did call them weeks after she had the mattress and they told her to get used to it and would not work to get her another one but she was already itching but didn't know why she was taking Benadryl cause she thought maybe it was allergies till the problem got worseAnd yes it turned out to be scabies, so they are selling infested furniture and yes they do take advantage of people cause they never did try to offer any helpAlso they don't need to be surprised when they start losing business cause if they are gonna blame my Mom and say she already had these bugs then why did this problem only start when they delivered this bed that was not cheap is a lot to pay for an infested mattressWell I guess this place will not get any of our future business and I will make sure everyone I know will not shop with Bob Mills infested furniture

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] ***

We regret this issue that has occurredWe did not handle this situation properly at all and have since contacted the consumer to get the issue taken care ofThis is not our business practice or standard and this has been addressed internallyWe plan to repair the manufacture warranty issues for this consumer through parts order and serviceThe consumer mentions the protection plan that he purchased, which is through a third party company and does not address any manufacture warranty situationsShould the consumer need assistance through them, he would need to contact them separatelyAgain, we regret the way this was handled in the beginning, but feel we will satisfy the consumer through the parts and repair service

We regret the consumer feels taken advantage ofThe product was sold and was available for the consumer to inspect it to their satisfaction before purchaseWhen the male returned to the store, he admitted he should have inspected the item closerAny door or warping issues would be noticeable at the time they looked at the item and would not have showed up laterThe item was picked up and transported by the consumerDue to the fact it was sold AS-IS, we are unable to refund or exchange the item for this consumerAs a trusted member of the business communities we serve, we take offense to the implication we would ever take advantage of any consumer

Complaint: [redacted] I am rejecting this response because:We are now at the "he says she says" protocolIt does not matter what I say, it is being turned around or twisted around with different comments/explanations no matter whatWhen I initially walked into the Furniture Store and asked a Sales Rep about the Quality and Frame of the Sofa, it was clearly explained why we should not be having the issues with them as they wereWe had them for a little less then one year when I finally had enough and spoke to the Sales Rep, only to confirm that because of the special metal frame on the bottom, the Sofa should not have all the gaps, grease leaks and uneveness that it is havingThe unprofessional issues I have dealt with in regards to Per [redacted] calls were made, messages were left (when it was not so as I indicated, even last week when the General Manager said he'd call back and NEVER did, nor left a message); No one seems to be making an effort to compensate us for repeat difficulties to get the furniture re-delivered (i.ephone numbers changed in the system, no prior call for delivery) nor the fact that we have had to deal with being left with only one sofa at the time since the end of January***, one of the Solutions Centers Managers did call me Monday or Tuesday of this week to let me know they have made some repairs that weren't done before, as well as dealt with the damages to the back of the sofa that were apparently made during pickup/delivery, as they were not present at the initial first pick up Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because not only did it take at least four weeks and hours on the phone with various people who only agreed to replace the defective furniture once we made our complaint to you, but one of the three items that was replaced was also defective! When we declined that item, we were told that we would be contacted to schedule delivery of another sofa tableThis was thirteen days ago, and it wasn't until we called today that we were told that they hope to have another table to us by the end of the month In addition, everyone at Bob Mills keeps avoiding dealing with the issue of our scratched hardwood floors that were damaged by the defective furniture!!!This situation is not even close to being resolved, but it could be if Bob Mills cared about us and took the blame that is rightfully theirs We need a non-defective table and our floors repaired, and we need people there to reach out to us without us chasing them down or being pawned off to someone else or having to leave repeated messages in hopes of a return call Sincerely, [redacted]

Revdex.com: I have contacted the Temple store and am trying to work with them to see how we can both can resolve my situation I have an appointment to visit with them later on this week and will see how they can help me Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/02/09) */ The product protection plan has specific exclusions regarding pet damageThe consumer received a copy of that protection plan, which included the exclusions and also signed a copy of the protection plan acknowledging that it was read and understood on 03-13-The plan has never covered pet damage, other than bodily fluid stainsIf a claim was filed regarding damage, but not specified how it occurred initially, it may have been seen when pictures were sent in and then the claim would be deniedAs nobody else was present during the conversation, we rely on the paper work outlining the exclusions and the fact that a copy was given to the consumer and a signed copy was retained by usBob Mills Furniture only provides manufacture warranty work within the warranty period, which also would not cover pet damageWe regret we are unable to repair the piece Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I explained the details pertaining what caused the damage when filing the claim and the person I spoke with said it would be covered and to proceed with the claimThey should have initially when I began the process and not to string me along Final Business Response / [redacted] (4000, 9, 2016/02/17) */ We regret any confusion the consumer has encounteredThe consumer has an issue with the third party, which administers the product protection plan and not with Bob Mills Furniture, in that the consumer feels mis-led when they filed the claimHaving not been a party to the conversation at the time of sale or when the claim was filed, we must rely on the written contract that the consumer signed when making the purchaseAgain, we regret we are unable to repair the furniture due to the cause of the damage, which is not covered under the product protection plan or the manufacture warranty

Initial Business Response / [redacted] (1000, 7, 2015/08/04) */ The consumer called in using foul language repeatedly and was asked to stop, hung up the phone a number of times on the store as we attempted to resolve the issueThe delivery pictures show furniture was delivered undamaged and with feet on properlyThe consumer moved the product since it was deliveredWe asked for photos to show the damage and get with our delivery company and the consumer refused each timeWe sent the consumer feet to attach as a courtesy without any pictures showing what the issue was and how it happenedThe consumer contacted us and stated he was going to charge Bob Mills Furniture $100.00/day to keep the furniture until we picked it upWe have attempted to resolve this issue with the assistance of Mr [redacted] and received no assistance from him in any wayThe consumer repeatedly told us to pick up our furniture and we reminded the consumer that he had purchased the furniture and it was his furniture and not ours to pick upHe continued to state the furniture was not his and to come pick it up Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/08/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) No I don't accept this response, on the acknowledge it says returns they allow days and exchange daysI contacted them, on the fifth day to exchange or pick up product Legs are poorly made and attached weakly even the movers could have broken while loading ands unloading I understand the bank put up money for couches but Bob Mills should be the one for resolving issues like this and stand by what its own acknowledge says instead just make the sale and don't worry about the consumer afterwards They say they tried to resolve this issueNO! it was not like that they pretty much said it was you and the bank nowI didn't ask for the courtesy legs and they can come pick them up along with the couchesShould have known better when a while back I had seen a couple holding signs that read "Bob Mills is a crook" figured I would give them a chance anyways now I see why I really do appreciate your time in this matter Final Business Response / [redacted] (4000, 12, 2015/08/18) */ Bob Mills Furniture stands behind our original responseDelivery documentation and pictures show the furniture in good condition with no leg damageWe absolutely attempted to resolve with the consumer, however, the consumer was belligerent the entire time and continually cursed and repeatedly hung up the phone on our Solution Center with unreasonable demandsThe consumer had the opportunity to review the product before purchase and to claim poor quality after purchase is not a valid claim to pick up furniture and refundWe are unable to refund consumer

Furniture has been repaired to manufacture standardsThe consumer is stating she can't sit comfortably, which is not a manufacture defect, but rather a customer preferenceThis furniture has two levels on the cushions, a comfort level of loose fill, the actual support cushionThis furniture will sit differently than most other cushions based on thisCurrently we have asked for pictures to see if there is truly a manufacture defect and the consumer has not provided themWe are unable to refund the special order pieces for the consumer

We have worked with the vendor on this and they are allowing the consumer a reselection on both chairsWe believe this matter is resolved to the consumer's satisfaction

We are exchanging out the pieces for the consumer

Initial Business Response / [redacted] (1000, 5, 2015/09/03) */ We provide the information for each vendor that they provide to usBy state law, which varies by state, furniture lifetime warranty is equal to the expected lifetime of the furniture and is 5-years in the states we operate inThis is by no means a deception on our part or the vendors part and is directed by state lawWe regret the frustration this may have caused the consumerWe maintain we have no control over this statute and are in compliance with the law(s) covering product warranty

We stand by our original response and deny the statement that we are liars and that literally nothing is coveredWe will mail the consumer a copy of her contract she received at the time of purchase rather than spell everything out here

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***

Bob Mills Furniture is a reputable, outstanding business partner in all the communities we serve and take great offense to the allegations that we would ever take advantage of anyone, senior, disabled, etcWe feel the consumer is always in control of their purchasing habits and choices and can take no responsibility for thatAs previously stated, the item was clearly sold as an piece, as noted by the consumer, for the consumers inspection and the gentleman that returned to the store stated he should have inspected it closedWe stand behind our original response that the consumer purchased an piece and had the responsibility of inspection prior to their purchaseWe are unable to exchange or refund the item and protest the claims and accusations of the consumer that we saw them coming and/or took advantage of anyone