Bob Mills Furniture Company

We maintain our original position that the items were ordered on 03-13-and in stock in the store on 03-30-16, therefore we are unable to refund the amountThe items arrived in the time frame given and therefore do not qualify for a refund

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***The did not offer to replace the let!

Consumer purchased 12-01-and purchased the product protection plan, which is not an extension of the manufacture warrantyThe chairs were covered against manufacture defects for a period of one yearThe consumer contacted the third party protection plan company and they did exchange one of the
chairs almost two years laterWhen the consumer contacted us a few weeks ago, we transferred her to the third party protection plan company, who denied the claim based on accumulationThis is specifically excluded in the protection plan coverageAll chairs had major peeling and damage that was consistent with a long length of time unreported and correctedThe consumer has a day reporting period from the time of the issueWe regret they were unable to cover the issues she has, but are unable to refund or exchange these items due to her being out of the manufacture warranty by over two yearsThe protection plan company would be responsible for their plan coverage, but we stand behind their decision, as we have seen the photos of the damage and the damage would not be covered under any aspect of the plan

We regret the consumer feels this way about their mattress purchase, but have been assured by all of our mattress vendors that the treatment at their facilities, packaging and chemicals used would not allow for the presence of any bugs/insectsWe stand behind this and stand behind the products we sell being free of bugsIf in fact the consumer has scabies, this condition is spread by person to person close physical contact and not a condition that is caused by non-human contact or conditionsAgain, we regret the consumer feels this issue was caused by their purchase, but stand firm behind the fact that these products are treated at the factory to protect against such issues

Initial Business Response /* (1000, 8, 2015/07/30) */
Consumer purchased product protection plan that covers specific issues under specific situationsAs part of the contract, it states they do not cover scratches that have unknown origins and no explanation of how it happened, as well as they do
not cover accumulation of issuesThe consumer stated they had no idea how the issue happened or when it happenedThis is also not a manufacture defect and therefore is not an issue that is covered under either programsBob Mills Furniture covers multiple issues every day that are manufacture defects or covered issues under the product protection planWe regret that this issue fits neither of these categories and is therefore not coverable without the consumer paying for the service
Initial Consumer Rebuttal /* (3000, 10, 2015/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This sounds like an ex use to not fix itSomething was set on the table that scratched itI called immediately to file a claimThey were rude to me on the phone and so was the 3rd party companyI know it is not a manufacturing defectIt was an accident on our part and table got scratchedThis does need to be taken care of on their endThis is the kind of accidents that they promise their customers that they cover
Final Business Response /* (4000, 12, 2015/08/04) */
We stand behind our original responseThe scratches are considered accumulation, as there are many scratches over the surface of the tableThe accidental protection plan does not cover every situation and every accident, but does cover manyThis is under the exclusions of accumulation and/or excessive and also of an unknown cause, which is excluded in the contract

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me *** It is NOT satisfactory but I didn't figure they would do anything about it when I sent the complaintThey don't care about their customers at all by all the complaints I have read about themWhat's a few less customers to themNo dent in their pockets! Oh well, the Lord knows who means what in their heart and he will deal with it one day! But I'm sure you are not losing any sleep over $like I am! Some of us don't have money to spare!
Sincerely,
*** ***

The consumer did purchase the protection plan from Bob Mills FurnitureThere are MANY exclusions and provisions in the plan that the consumer is responsible forThe latest denial was due to the exclusions outlined in the planThe local store manager has spoken to the consumer, but the issue is
out of his handsThe consumer spoke to the Tulsa store manager as well and again, the issue is out of his handsThe issue is with the third party administrator, who is responsible for handling the planThe consumer is unable to speak to Bob Mills himself due to his extremely busy schedule and he has people in place to handle these issuesBob Mills Furniture is not responsible for administering the plan and is unable to direct the outcome of the plan administrators decisionsThe company takes care of properly filed claims repeatedly and this is not an approved claim due to the exclusions in the planWe regret we are unable to step in and direct a course of action from the plan administrator, but must direct the consumer to them

Initial Business Response /* (1000, 5, 2016/01/15) */
The consumer did purchase a furniture set that does include a free TV through Best Buy by contacting X-XXX-XXX-XXXX. At times consumers will contact the local store for the TV and the local store does not have this information. The consumer is...

approved to receive the TV or the value of that in the way of a gift card, and both of these options are available and approved by Best Buy, so we are unsure of the issue here. There is no problem in the information we pull up from Best Buy, and therefore no breach of contract and/or malfeasance or criminal act. No reason for consumer to have an issue of they are contacting X-XXX-XXX-XXXX and not the local store for this TV or gift card.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
local store was not contacted, XXX-XXX-XXXX was contacted per instructions and they refused authorized amount repeatedly and in a most impolite fashion. best buy offered an amount less than was contractually agreed to and would not satisfy their part of the agreement. they instructed caller to notify bob mills regarding their failure to comply, and as contract is with bob mills, their instructions were followed.
Final Business Response /* (4000, 10, 2016/01/22) */
We regret any issues the consumer had with Best Buy. There must have been confusion on the side of Best Buy, as our information is correct and shows the correct amount and that the consumer has been given correct amount. We apologize for the issue the consumer encountered, as we have minimal issues with our business partner at Best Buy. Consumer is in possession of the gift card(s) for the proper amount.

Initial Business Response /* (1000, 6, 2015/04/28) */
The consumer is out of the manufacture warranty period and we have attempted to satisfy the repairs outside of the manufacture warranty. Some of the repairs/pieces to repair are no longer available for us to repair, so these items are not...

repairable to the consumers satisfaction, but are outside of the warranty period. A refund is available for 5 days after purchase, so a refund is not an option, as the consumer has had the furniture for almost a year and a half. We have set up one final service for the consumer to attempt to satisfy the issue, but have also stated clearly to the consumer that no other service is available after that, as she is outside of the manufacture warranty period. We provide service for the manufacture, and once the warranty period is up, we are not authorized to do the repairs. We believe in good faith we have attempted repairs and gone outside of the warranty period to try to assist this consumer.
Initial Consumer Rebuttal /* (3000, 8, 2015/04/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was not told about being out of warranty until after I received my furniture back. The repairs that need to be fixed are ones caused by Bob Mills furniture. I have filled 2 things that were accidental on my part which were scratches from moving to a new house. The first things I have filed was a manufacture part, everything after that has been due to Bob Mills furniture not handling the furniture properly and ruining it further. I have complained about the same piece multiple times and it was never fixed properly. I then sent my sofa which was broke by Bob Mills and they claimed it was my fault when it was not. They say they will fix it but if they ruin it further they won't fix it when it is their fault. They will not own up to this mistakes. They will not replace the leather they scuffed properly either. I want a new set of furniture that is in working conditions or the same value I spent. They have not satisfied this need from the moment I have purchased from then.
Final Business Response /* (4000, 11, 2015/04/29) */
The consumer has been notified that she is out of warranty on multiple occasions and the issues caused by us are being fixed. this has not been an issue. A replacement is not an option here, as we are covering the items she has brought to our attention. This consumer has owned this merchandise for 1+ years. We will repair the mechanism for the customer and the scuffs and told the customer we will not service the pieces anymore. The consumer has stated she was okay with the repairs we said we would do and no additional service since she is out of warranty.

Complaint: [redacted]
I am rejecting this response because: Both companies have bad customer service. I should not have to call for details when I so call only have 5 days to report a incident. I wasted my money for services that I promise and did not receive. I did not receive any documents and did not have the 3rd parties number until I called Bob Mills needing to file a claim. I was giving a 3rd party number to call. Left a message that Saturday for the company to call me (2 days already passed by then) spoke with someone Monday, not one time did any explained how the service work. It took 3 days before I heard anything and by then my claim was denied due to multiple items. Everything else the company are saying was not disclosed until I complained for weeks then decided to write Revdex.com. Now they have additional rules, guidelines, and reasons why my claim was denied. Both companies have poor customer service and I lost my money. Both companies have poor customer service. I would like my money back. I was never told that I will never be able to cancel a product if I feel I do not want it. I should be able to cancel if I feel the service is not what is advertised or how the service was explained to me. I 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 companies. It'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 growth. I 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 2 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 worse. And 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 help. Also 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 4500.00 is a lot to pay for an infested mattress. Well 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 the consumer is having issues with their furniture. All furniture is sold in good faith that it will perform up to the manufacture standards and design. When an issue occurs, we work closely with our vendors to assist in the warranty repair. The manufacture provides a warranty, should any...

issues arise. As these items are mostly man made, there will undoubtedly be an issue that arises. As previously stated, when an issue does occur, we work closely to provide assistance in the warranty repair. The manufacture requires we repair the furniture and does not allow for replacement each and every time an issue arises. We regret the consumer is frustrated with the process. In working with the vendor to service their warranty, we have ordered parts for the consumer to repair the furniture.

Complaint: [redacted]
I am rejecting this response because: My son came by this week and said it is not any differant since they repaired it, you cannot set up straight on it without tilting side ways, it is not comfortable and paying 2500.00 for a sofa and love seat you expect it to be useable!
Sincerely,
[redacted]

We stand behind our original response that this mattress is clearly an AS-IS mattress and therefore no warranty is in effect. We do not participate in any dishonest or disreputable business practices. ANY mattress sold new that has any stains on it would void any manufacture warranty as well. The consumer had the opportunity to look at the mattress at the time they were shopping, time of delivery or pick up and had ample opportunity to inspect prior to taking possession. We are unable to exchange this for the consumer, as it was sold AS-IS with no warranty.

Initial Business Response /* (1000, 5, 2015/09/03) */
We provide the information for each vendor that they provide to us. By state law, which varies by state, furniture lifetime warranty is equal to the expected lifetime of the furniture and is 5-7 years in the states we operate in. This is by no...

means a deception on our part or the vendors part and is directed by state law. We regret the frustration this may have caused the consumer. We maintain we have no control over this statute and are in compliance with the law(s) covering product warranty.

Initial Business Response /* (1000, 8, 2015/04/28) */
The consumer purchased the accidental protection plan which covers many accidental occurrences, but is not an extension of the manufacture warranty or a cover everything plan. The consumer receives a copy of the plan at purchase detailing what...

is and what is not covered and the specifications for reporting period. The consumer is required to report all issues within 5 days of occurrence, but this does not cover normal usage. This manufacture covers the cushions for a period of one year against manufacture defects. We regret the consumer feels these should be covered, but would be happy to look into the cost of the cushions and report such cost to the consumer when we receive the price from the manufacture.
Initial Consumer Rebuttal /* (3000, 10, 2015/04/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The fact of the matter is a couch that costs $1600.00 should last longer then three years. I have had Big Lots furnature last longer, cores and all. My husband worked in furnature we asked your sales person if they were covered and how long they were covered and we were told, I guess, whatever we wanted to hear to get the sale. So maybe you should talk to the sales people about that. We also called the people you use for the warrenty, they also told us they were covered. I had to call the warrenty company back only to find out that no one was coming to fix my couch , after I was told it would be fixed. No phone call, no letter,nothing. Also when the warrenty people came to inspect the couch they said there was no frame damage, I beg to differ I can pull on the back of the frame and it moves, so something is broken. You offer this protection/repair plan with no intentions of ever repairing anything. So here I am with a broken couch, you advertise customer satisfaction guarantee, where is this guarantee? All I have gotten is a cheep couch that was overpriced. This whole situation is extremely shady.
Final Business Response /* (4000, 12, 2015/04/29) */
The male consumer contacted us and stated he was in the furniture business and knew for a fact that Klaussner had a 10 year warranty on the cushions. Our warranty states one year on the cushion. If the consumer has an issue with the protection plan, the issue would need to be addressed with them, as we do not direct that business. We sell the protection plans every day and they cover claims so long as they are within the printed stipulation on the plan, that the consumer is given at time of purchase. We regret the consumer feels this way regarding their product, but stand behind the manufacture warranty and the protection plan policy. Should the consumer feel this is a protection plan coverage, they would need to contact them directly, as we are unable to contact them on a customer's behalf.

Complaint: [redacted]
I am rejecting this response because:We are now at the "he says she says" protocol. It does not matter what I say, it is being turned around or twisted around with different comments/explanations no matter what. When 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 were. We 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 having. The unprofessional issues I have dealt with in regards to 1. 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); 2. No one seems to be making an effort to compensate us for repeat difficulties to get the furniture re-delivered (i.e. phone 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[redacted], 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]

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]

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