Bob Mills Furniture Company

We regret this issue that has occurred. We did not handle this situation properly at all and have since contacted the consumer to get the issue taken care of. This is not our business practice or standard and this has been addressed internally. We plan to repair the manufacture warranty issues for...

this consumer through parts order and service. The consumer mentions the protection plan that he purchased, which is through a third party company and does not address any manufacture warranty situations. Should the consumer need assistance through them, he would need to contact them separately. Again, we regret the way this was handled in the beginning, but feel we will satisfy the consumer through the parts and repair service.

Purchase information is correct. The consumer felt the fabric was loose. The manufacture stated it was up to standards. We have since opened a service order to order new parts for the consumer's special order item. The store has also ordered the throw pillows. We regret the lack of communication...

with the consumer over this issue and are working with the vendor to correct as quickly as possible.

We regret we did not have a good phone number on file for this customer. Our service company and our Solution Center attempted multiple times to reach the consumer with no contact. This has now been corrected and we are contacting the customer today to set up service. We believe we will be able to...

satisfy the repair for the consumer.

Furniture has been repaired to manufacture standards. The consumer is stating she can't sit comfortably, which is not a manufacture defect, but rather a customer preference. This furniture has two levels on the cushions, 1. a comfort level of loose fill, 2. the actual support cushion. This furniture will sit differently than most other cushions based on this. Currently we have asked for pictures to see if there is truly a manufacture defect and the consumer has not provided them. We 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 chairs. We believe this matter is resolved to the consumer's satisfaction.

We regret any inconvenience the consumer experienced as we attempted to get the bed repaired. We received conflicting information on the bed from the manufacture, as far as the warranty was concerned. We were told it was not covered and we were told it was covered. The initial call was made and...

service was set up to repair the bed. We regret the service company did not show up for the scheduled appointment. We have since ordered a complete replacement of the piece and it was delivered last week to complete the service. We do not believe it is "tough luck" for the consumer and simply wanted to proceed on with the completion process.  As the service was completed, we are unable to refund the service fee in this situation.

This item was deemed to be up to manufacture standards. There can be slight differences in the appearance with like items due to the individual making of each piece. The cushion or stuffing of these items are a matter of customer preference and are not covered under the manufacture warranty. We regret the consumer feels this item is defective and under-stuffed, but the item is up to manufacture standards and no more work can be done for this item, as it is not defective or damaged in any way. The floor model has the same issues from time to time and wrinkling due to its loose fill stuffing and we adjust it simply by fluffing the cushions, arms and backrest, as recommended by the manufacture for periodic maintenance. We are unable to exchange or refund this item.

Consumer purchased lift chair in February of 2016, almost 6 months ago. While we regret the circumstances of the situation, we are unable to refund or offer an in-store credit on the item that is almost 6 months old. Our refund policy is limited to 5 days after purchase. We regret we are unable to...

refund the amount of the chair due to the length of time the consumer has had it.

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 table. This 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]

Initial Business Response /* (1000, 5, 2015/12/14) */
This consumer has a manufacture warranty and an accidental protection plan, which is not an extended warranty. the 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 back. We 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 place. At this point, there is no other option, as the warranty provides for repair, not a refund or replacement.
Initial Consumer Rebuttal /* (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 needed. This will always be a problem for him and his customers.
Final Consumer Response /* (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 needed. This will always be a problem for him and his customers.
Thanks Revdex.com for your help.

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

satisfy the issue and consumer.

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]

Initial Business Response /* (1000, 5, 2015/05/26) */
We regret any issues the consumer is having with the furniture. The manufacture provides a warranty to cover issues that arise. Refunds cannot be issued due to an issue, this is why the manufacture provides their warranty. As a courtesy, Bob...

Mills Furniture provides service for the warranty for the manufacture. Refunds are available for 5 days after purchase and after such time, service is the available method to resolve any issues. We are doing everything we can to provide a remedy, opened a service order, ordered the parts needed, contacted vendor for parts to be rushed. We are at the mercy of the vendor to provide these parts at this time. The vendor has stated they sent these parts last week and we should have these this week or next at the latest. We anticipate this resolving the issue.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Bob Mills can refund a customer if they choose, they are not at the mercy of the manufacturer. This issue I'm having is going to be a continuous issue and wish to be refunded. Response is unacceptable - Bob Miils can refund a customer if they want to and they are choosing not to.
Final Business Response /* (4000, 9, 2015/05/29) */
We regret the consumer feels this way. The manufacture warranty is in place to protect both the consumer and the vendor in such situations. They provides service rather than replacement for each issue and a refund is available for 5 days after purchase. It would be unreasonable to expect vendors to replace or refund any issues with products while a manufacture has a warranty in place. We stand behind our original position of repairing the item in question per the manufactures guidelines and policies.

In reviewing the pictures the consumer sent in, the bed was assembled incorrectly. The fee would be for our delivery team to come to the home and assemble correctly. We are unable to assemble the item for free and the consumer has assembled it incorrectly using the wrong pieces in the wrong places....

We desire to assist the consumer, but they would need to pay for the assembly or re-assemble correctly.

We are exchanging out the pieces for the consumer.

Initial Business Response /* (1000, 5, 2015/07/30) */
Consumer purchased furniture on 06-12-10, over five years ago. The manufacture warranty on any material is 1 year and the return policy is 5 days. Both of these make a refund, credit or exchange unreasonable and unavailable at this point. The...

consumer purchased a product protection plan, which is not an extended warranty of the manufacture warranty. It covers specific issues under specific circumstances within a specific time frame. There are many issues covered and many exclusions to the plan. The 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 accumulation. This consumer had no contact with Bob Mills Furniture since their purchase until 06-10-15 when the consumer hung up the phone on us. We 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 /* (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 facebook. I understand that I probably got an employee who was only following instructions on the phone and really couldn't help me. But - my e-mail and/or facebook message should have been answered.
Final Business Response /* (4000, 9, 2015/08/04) */
We stand behind our previous response. This 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.

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

Complaint: [redacted]
I am rejecting this response because:Chiefly, the compete experiences herein attached are provided to contextualize my request for delivery at my convenience because the company was either unwilling or unable to do so. If the salesman had not been so insistent that I could schedule a delivery at my choosing, I would not have expected it; however, given the comedy of errors, it is required now. Since I have paid for delivery, expected all the items in a single instance, and am not conceivably not at fault for the failure of Bob Mills to stock a bed’s drawers and knob and ferry them to my home, why should that lessen their obligations? Am I to pay them to deliver and then do it myself? Is that not an offensive comment that I could have just returned to the store and gotten the missing items? Can you not just bring to me what is owed as we agreed?I cannot confirm any message from “[redacted],” leaving the matter at my feet. Given the degree of difficulty thus far, I have a reasonable doubt that it did not occur. Nevertheless, if you had not heard from me until “Friday,” why did you not subsequently attempt to communicate with me in the intervening time? As of this writing, a “Josh” has reached me by phone, and he is attempting a Friday, March 16th delivery after 5:00PM. We will see what transpires. If it does not happen, I will determine some form of false advertising has happened, and one of the two alternative resolutions I offered will become unavoidable.Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The issue has never been with the comfort of the furniture but the stuffing in the arms of the sofa and love seat. As you can see in the first picture taken from the Bob Mills website and the pieces on the showroom floor, the stuffing in the arms of the sofa and love seat do not look the same. The furniture at the Bob Mills store were full and did not sag. As you can see in the pictures of the ones delivered, the arms are not as full of stuffing as the ones that were on the showroom floor or the website. This has been the complaint since the furniture was delivered. If the ones at Bob Mill or on the website looked liked the ones delivered, I would have not bought them. The technician Bob Mills sent tried to fill them with stuffing but was never successful. While he was there, he discovered a hole in the love seat and noticed the Sofa was built out of square causing the cushion not to fill the entire area it was meant to. He took pictures of both but never came back to fix them. i do hope we can settle this matter soon. It's has been very hard dealing with the Manager at Bob Mills. I have been there 4 times and called multiple times trying to resolve this. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/05/26) */
We regret the consumer is having any issues with the furniture, but show no record of any issues since the date of purchase until May of 2015. We opened a service order and placed a parts order. The consumer felt she was entitled to a new one or...

a refund. The manufacture provides the warranty in case issues arise with their furniture. We provide service for the manufacture and follow their policies and guidelines regarding warranty issues. The consumer did relay that she borrowed against her 401K and lost her job and now needs to pay this back to her 401K. We are working within our process and the vendors process to remedy the situation. The consumer hung up the phone on us during the conversation and then called back to complain that we had hung up on her, not realizing she was speaking to the person she had hung up on. Refunds are available for 5 days after purchase and not available at this point.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am very upset reading the response from Bob Mills because they make me look like some kind of awful person.First of all I did not hang up on the women,I was driving and as I stated in my complaint either we got cut off or she hung up on me.Futhermore,no I did not realize during the second conversation with them that I was speaking to the same person.Either way she was rude both times.Yes I do want a refund or new furniture anyone else would want the same.The furniture is again not even 6 months old.How is this being unreasonable? I don't know of anyone who wouldn't be upset in this situation.I did borrow against my 401k and yes have lost my job but that has nothing to do with why I believe I should get a refund or new furniture.I have paid that back to my 401k so it's not even the issue.What kind of customer service is this? I will discourage anyone from purchasing from Bob Mills and will spread the word of how I have been treated by this company.
Final Business Response /* (4000, 10, 2015/05/29) */
We are simply relaying the facts of the conversation that took place. No, the 401K is not an issue or factor to us, so why was it even mentioned. The manufacture warranty is in place to protect the consumer if anything happens, no matter how short or long they have owned the furniture. This is why the manufactures have the warranty in place, to protect against many issues that can occur during their ownership of a product. As previously stated, the refund is available for 5 days after purchase, so this is not an option and new furniture is not an option, as the manufacture of the product requires us to attempt repairs every time, not replace at any issue. I heard the entire conversations and at no time was our company rude or disrespectful to the consumer. We stand on our original response to repair the furniture per the manufactures program and policy.