Bob Mills Furniture Company

We regret the consumer is having an issue with his purchaseThe accidental protection plan is not an extended warranty and is not related to the issue the consumer is havingWe are more than happy to assist the consumer in their warranty claim if he feels there is still an issueLeveling the feet by screwing them in or out is if there is a leveling issueI will notify our Solution Center and have them contact this consumer to set up service as needed, according to the manufacture standards and their warrantyWe believe we will be able to satisfy the consumer

Complaint: [redacted] I am rejecting this response because: I realize manufacturer is providing the warranty, but Bob Mills should stand behind what they sell Since I cannot find chairs in their store which I like even a little bit, they no longer carry chair I currently have to replace with same chair Bob Mills should do the right thing and refund my money, then after making customer happy , they could fight with their manufacturer to get them to honor the warranty and return money to Bob Mills It should not be my problem that their manufacturer is not holding up there end of the deal That is Bob Mills problem I bought from Bob Mills, Bob Mills bought from the manufacturer I am sorry Bob Mills manufacturer is not doing what they stated they would do, but that is their problem, not mine 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]

The consumer has had the furniture for one yearWe are repairing issues for the consumerThe initial complaint of no calls back are not correctWe are repairing, per manufacture warranty, and returning to consumerI have left a voice mail letting the consumer know when it is repaired, I will inspect it and ensure it is up to the manufacture guidelinesUnfortunately, the manufacture does not warrant preferences and does allow for small differences in measurementsThis will lead to smaller and larger gaps in some areas of the furnitureThe backs are motion, meaning they recliner, and therefore not a solid back all the way across leading to some flexibility in the backs and differences again in the measurementsWith loose fill cushions and backs, the backs will appear to be different heights also and is simply due to the variations in the cushion at that particular momentWe are repairing and returning to the consumer next week Tell us why here

Initial Business Response / [redacted] (1000, 5, 2015/12/14) */ This consumer has a manufacture warranty and an accidental protection plan, which is not an extended warrantythe consumer has gone back and forth on the issue and we offered to bring the item in shop immediately for repair and the consumer stated he would call us back and he never contacted us backWe have offered to bring the item in shop for immediate repair and are simply waiting on the consumer to let us know if he would like this to take placeAt this point, there is no other option, as the warranty provides for repair, not a refund or replacement Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/12/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) Quote Bob Mills response "At this point, there is no other option, as the warranty provides for repair, not a refund or replacement." It is a sad day, when a business has to lie in order to cheat or manipulate matters! So, I will be cautiously waiting for the return and condition of the recliner Hopefully other potential customers will review this complaint and be aware the warranty that Bob Mills offers and how a claim is handled I am now aware that Bob Mills Furniture comes from China and this limits his ability to get replacement parts as neededThis will always be a problem for him and his customers Final Consumer Response / [redacted] (2000, 9, 2015/12/23) */ Quote Bob Mills response "At this point, there is no other option, as the warranty provides for repair, not a refund or replacement." we purchased the smart buy plan, REPAIR or REPLACE It is a sad day, when a business has to lie in order to cheat or manipulate matters! So, I will be cautiously waiting for the return and condition of the recliner Hopefully other potential customers will review this complaint and be aware the warranty that Bob Mills offers and how a claim is handled I am now aware that Bob Mills Furniture comes from China and this limits his ability to get replacement parts as neededThis will always be a problem for him and his customers Thanks Revdex.com for your help

We have contacted the manufacture and set up an exchange for the itemWe regret any frustration this may have caused the consumerWe believe once the special order item comes in the issue will be resolved to the consumer's satisfaction

Initial Business Response / [redacted] (1000, 5, 2015/07/30) */ Consumer purchased furniture on 06-12-10, over five years agoThe manufacture warranty on any material is year and the return policy is daysBoth of these make a refund, credit or exchange unreasonable and unavailable at this pointThe consumer purchased a product protection plan, which is not an extended warranty of the manufacture warrantyIt covers specific issues under specific circumstances within a specific time frameThere are many issues covered and many exclusions to the planThe plan does state it will cover some cracking, peeling or bubbling issues from a specific incident, meaning it does not cover it on all pieces for the surface due to accumulationThis consumer had no contact with Bob Mills Furniture since their purchase until 06-10-when the consumer hung up the phone on usWe regret we are unable to take care of this issue and unable to have Montage- the third party protection plan company service this issue Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I called Bob Mills three times, never hung up on them and e-mailed them and messaged them on facebookI understand that I probably got an employee who was only following instructions on the phone and really couldn't help meBut - my e-mail and/or facebook message should have been answered Final Business Response / [redacted] (4000, 9, 2015/08/04) */ We stand behind our previous responseThis would be an issue with the third party protection plan company usually, however this situation is not covered under the exclusion portion of the plan

Initial Business Response / [redacted] (1000, 5, 2015/09/29) */ Our records indicate we are exchanging the table for the consumer and adjusting their chairs as wellwe regret the inconvenience this issue has caused and are working to correct it with a replacement tableWe believe this resolution will satisfy the issue and consumer

Initial Business Response / [redacted] (1000, 5, 2016/01/22) */ We regret that there were a number of issues with this sales order and merchandiseThe store manager has received the letter sent by the consumer

Complaint: ***
I am rejecting this response because: I fell discriminated against due to a age and disability
Sincerely,
*** And *** ***

Initial Business Response /* (1000, 5, 2015/11/06) */
Bob Mills Furniture sells all of our products in good faith that they will perform to the manufacture standardsWhen there is an issue, we service the product for the manufacture, per their warranty, as they directWe have ordered seat casing
and arm covers to repair this issueWe have a day return policy, and as such, are unable to refund the consumer any money or simply give them new furnitureThey have owned the product for four+ months now and we must proceed with repairs, per the manufacture who provides the warranty on their productWe believe the parts ordered will remedy the issue
Initial Consumer Rebuttal /* (2000, 7, 2015/11/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
If they Replace Seat Casting & Arm Covers & If it LOOKS Like it Should We Will Be Better Satisfied But We Will KOT Be Happy With A Cheep Dye Job Like They First Started to Pull on us We Paid For Quality Furniture Not Junk and do expect it to Last Longer than months

Complaint: ***
I am rejecting this response because: They have still not explained what in the world "as is" meansI was told it was new and simply discontinuedWhat made the warrant no good...I guess that would be whatever "as is" means They have promised to have someone come by to look at the mattress, which I have been requesting for a while.
Sincerely,
*** ***

We regret the consumer feels this way about their protection plan and its coverageThe plan, handled buy a third party company, details the filing requirements and exclusionsThe consumer signs off on this paper work at the storeThere is a day reporting period and multiple issues cannot be
called in at one timeThe plan also does not have a "cleaning" service other than the issue covered by the planThe consumer called in a claim on her sofa, love seat, recliner and table/chairs all at once on 10-31-On 11-02-the consumer was contacted to send in photoson 11-04-the consumer stated they were sending in photosOn 11-07-16, the claim was denied due to accumulation- the sofa, love seat and recliner has been urinated on by a child and the table and chairs had multiple issues reported at one time and not as they happenedOn 11-16-16, the consumer called in again and tried to open a claim on just the table and chairs, which was denied, as it was previously reported and outside of the coverage, so therefore cannot be opened again on a previously denied claimOur furniture and protection plan are all sold in good faith and have the coverage outlined for the consumers to view, read and signWe regret the consumer was outside of the plan coverage on the reported issuesWe are unable to override the third party decision and unable to cover these items for these issues

We regret the situation that occurred with this consumer on their special order furnitureThe vendor did notify us after a few weeks that the fabric was not available in the frame the consumer choseThe sales person did try to reach the consumer, as well as the Sales Manager with no luckThe
sales person did choose some similar fabrics to start the processAfter several weeks, the beginning of August, the consumer did contact the store and come in and select new fabricTo our surprise, this fabric was also unavailable from the vendorThe Sales Manager contacted the consumer and offered the piece at a reduced price in a new fabric, select a new in-stock piece at a reduced price or receive a full refundThe consumer wanted more money than she had paid for the furniture, which we were unable to grantAgain, we regret the circumstances that took place in this transaction and with this consumer, but we attempted multiple times to contact the consumer with no luck and the fabric choices being unavailable were simply out of our controlWe feel we offered a number of reasonable solutions, which we finally refunded the consumers money in full, which was one option we gave the consumer

This consumer was concerned with her warranty expiring and stated she just wanted to get rid of the chairsThe manufactures we partner with provide warranties in the case that there may be an issueThis is what the warranty is in place for, issues that arise in the first year, and beyondThe
customer stated we did not call her back, but we did contact her and leave a voice mailThe warranty is in place on all price ranges and provided by the manufactureWe regret the issues, but do provide the warranty service for the manufactureThe manufacture does require us to repair the issues and NOT replace them because the consumer no longer wants themThe consumer repeatedly talked about "what if" situations and we just can't speak to these statementsAs most vendors no matter purchased, the parts are covered, but the labor is not covered after the first yearShe repeated over and over that it hasn't even been a yearThis is exactly why the manufacture provides a warranty, to repair issues that ariseShe said she just wanted to return them no matter how long she has had themThe warranty does not provide for thisWe have this customer scheduled for service 03-17-This is a warranty issue following the standard warranty process by the manufactureWe are unable to refund or exchange the merchandise the customer has had for months

The customer placed the order on 03-13-and was received into the Oklahoma City store on 03-30-The advertising does state restrictions do applyThe restrictions are- Day time period can only begin once merchandise is paid in full Selected fabric must be in stockThe promotion only applies
for delivery within mile radius from retail location We regret any inconvenience the customer may have experienced, but show the product was ordered and delivered in 1/weeksWhen the customer chooses to have the item delivered or picked up is outside of the details of the promotionWe are unable to refund the price of the product based on this information

Consumer called 09-16-about coverage and was told manufacture warranty was up and she did purchase the accidental protection planWe gave her very general coverage of plan but stated there would be exceptions and clarified the coverage goes through a third party company that the consumer needed
to contactConsumer called back 09-20-stating her dog chewed a hole in sofa and we explained that is not covered and she stated "then I poked a hole in it"We responded that the claim would need to include photos, where it would be determined it was pet damage, which was not coveredIn directing consumer to the third party she yelled "you guys are liars" and hung upThe consumer called back 01-25-to find out how long the accidental plan was covered, stating we told her we did not cover stains on the warranty, which we do not, but the accidental protection would if it was caused by a source covered under the planWe told the consumer the manufacture warranty was out of date by months on the fabric, but it would not be covered under manufacture warranty anywayShe then stated we told her it would cover pet damage, which it does notShe stated there was a seam tear and the protection plan does not cover seam separation and again the manufacture warranty had expired by monthsShe stated her dog got sick on the sofa but we said it did not cover pet damageThe protection plan covers for stains due to human or pet fluids, but not additional damage caused by petsThe consumer received a copy of her protection plan at the time of purchase which shows the coverage and the exclusions for furnitureThe issues mentioned to us each time she called are issues not covered by the manufacture due to the issue and/or date of the issue and not covered under the plan as an exclusionIn looking into this, the consumer has never filed a claim with the third party company as she was directed to in her first callWe are unable to refund the protection plan

Initial Business Response /* (1000, 5, 2015/12/14) */
Bob Mills Furniture sells all of our products in good faith that each piece will perform to the manufacture standards and designOur furniture is covered by a manufacture warranty, which in itself implies that something may happen with the
furniture that will need repair, as they are made by human beingsWhen there is a manufacture defect, the manufacture provides for service to take place to remedy the situationIt does not provide for refunds or replacements, but rather serviceWe will have a representative contact the consumer to set up service on this piece of furnitureWe regret any inconvenience this causes the consumerService is available in the local area only and will require the piece to be brought in shop for repair, per the manufacture warrantyThe consumer has owned the furniture for over a year and the last service call we had was over a year agoIf the consumer refuses service, there would be nothing further we could do to remedy the issue, as service is the resolution the manufacture provides
Initial Consumer Rebuttal /* (3000, 8, 2015/12/14) */
This does not remedy two aspects of our dissatisfaction:
Their lack of follthat they promised when we spoke with them about this recurring problemNeither their representative or their Customer Service Manager returned our callsIs this supposed to be acceptable?
If we opt for "Service", we want a written guarantee that they will provide this same service in the future
The last time we were told the new foam was the "best available" and that it had a "lifetime guarantee"This is not true when we have to pay for service under this guarantee
In short, Bob Mills response does not cover our entire complaint
Final Business Response /* (4000, 12, 2015/12/29) */
In providing service for the warranty, we are unable to provide a written guarantee that may or may not supersede the manufacture warrantyWe are able to provide the service the manufacture offers, which is parts at no charge and service or labor fee after the first yearLifetime guarantee on furniture varies by state but is most commonly 5-years, which is the expected lifetime of the furnitureThis is set up by the various states, not the manufactures or vendorsWe will provide service for the issue at hand and regret the frustration the consumer is experiencing

We stand behind our original offer to re-select the consumerWe are unable to refund the purchaseThe manufacture, not the retailer is responsible for the manufacture warrantyWe provide the service for the warranty as a benefit to the consumers, but the manufacture is ultimately responsible for the covering of warranty issues

We regret the consumer feels this way and believe we have done all we can to assist themTheir frustration and issue is with the plan provider and the condition of their furnitureWe are unable to assist them any further