Bob Mills Furniture Company

We regret the consumer feels taken advantage of. The product was sold AS-IS and was available for the consumer to inspect it to their satisfaction before purchase. When the male returned to the store, he admitted he should have inspected the item closer. Any door or warping issues would be...

noticeable at the time they looked at the item and would not have showed up later. The item was picked up and transported by the consumer. Due to the fact it was sold AS-IS, we are unable to refund or exchange the item for this consumer. As a trusted member of the business communities we serve, we take offense to the implication we would ever take advantage of any consumer.

Initial Business Response /* (1000, 5, 2015/09/11) */
Bob Mills Furniture sells all of our products in good faith that they will perform to the manufacture standards and design. We regret the consumer had an issue with this particular product and exchanged them item for the consumer. We utilize...

different programs to schedule our deliveries and have time constraints that cannot be adjusted and regret again the timing of the resolution on this particular item. The store manager is aware of this situation. We apologize for the frustration this issue has caused the consumer and have reviewed this with the Solution Center as well in an effort to produce better results in the future. We feel this issue has been resolved with the exchange of the merchandise.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It is good to know this will be handled differently in the future, however a courtesy call would have been nice from the store manager.

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

The consumer purchased 2 years ago and would not be eligible for a refund since we only refund within the first 5 days of purchase. The vendor classifies this as leather and as we were not present during the initial conversation, we cannot say without a doubt what was and what was not said...

at the point of sale. The store has offered to allow a re-selection to another product after two years of use and the consumer refused this offer. When the offer of a refund was denied the consumer stated "than that's the end of this conversation" and hung up the phone. After two years of ownership, the consumer is not eligible for a refund, but we will maintain the offer to allow a reselection for the next 30 days.

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

While we understand the physical condition of the consumer, the chair was purchased and deemed uncomfortable by the consumer. We offer a 5 day return policy, which the consumer is beyond. We offered to discount the delivery, as we cannot offer free delivery due to the fact that we utilize a third...

party delivery service. I listened to the phone call personally and the Solution Specialist the the lady spoke to was extremely considerate and nice. At no time was the conversation such that would cause a consumer to cry due to the nature of our response. She responded in a very understanding and comforting manner to the consumers situation. We offered to get it to the local store for pickup or charge her a discounted rate to delivery out of out Lubbock store. In 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 locally. Any 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.

We have contacted the consumer to find out what discrepancy they are claiming, and have not heard back from the consumer. The local store has spoken to the consumer and received no information regarding any finance charge disputes or furniture issue claims. We absolutely stand behind the...

furniture we sell by partnering closely with each of our vendors. If an item qualifies for repair under the manufactures warranty program, we will get this addressed and serviced as quickly as possible. We are more than willing to address any issues with the consumer, but they have not provided us with anything that is in question or defective. We feel strongly that we have properly and aggressively addressed the statements made and find no credibility in them.

Initial Business Response /* (1000, 5, 2016/02/09) */
The product protection plan has specific exclusions regarding pet damage. The 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 03-13-13. The plan has never covered pet damage, other than bodily fluid stains. If 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 denied. As 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 us. Bob Mills Furniture only provides manufacture warranty work within the warranty period, which also would not cover pet damage. We regret we are unable to repair the piece.
Initial Consumer Rebuttal /* (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 claim. They should have initially when I began the process and not to string me along.
Final Business Response /* (4000, 9, 2016/02/17) */
We regret any confusion the consumer has encountered. The 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 claim. Having 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 purchase. Again, 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.

We regret the consumer is having an issue with his purchase. The accidental protection plan is not an extended warranty and is not related to the issue the consumer is having. We are more than happy to assist the consumer in their warranty claim if he feels there is still an issue. Leveling the feet...

by screwing them in or out is normal if there is a leveling issue. I will notify our Solution Center and have them contact this consumer to set up service as needed, according to the manufacture standards and their warranty. We 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]

The Manager mentioned was out the day they called and returned the call the next afternoon. The furniture was exchanged as a courtesy through the manufacture. Item delivered with the issue was exchanged Tuesday evening to consumers satisfaction. Normal procedures and policies were followed for the...

initial issue. The consumer requested a refund which we were unable to do because of the length of time the consumer had it. We believe the issue to be resolved.

Consumer received a mattress re-selection, which was one issue they had. Consumer stated their was a string on his sectional that the consumer "burned off". That would not be a covered issue we could repair unless the consumer chose to pay for parts and service since they burned a part of it. The consumer stated they were not satisfied with  repair to the foot that was uneven. We offered to order new feet and the consumer said "to hell with that". We closed his service order as it appeared the consumer did not want feet ordered. The consumer purchased in December of 2015 and opened a service order 3 months later. The technician found that the furniture was simply not level due to the consumers tile floor. He added a leveling pad, which is standard repair for this issue. The consumer stated they were not satisfied with that resolution. Repairs were made to manufacture standard.

Initial Business Response /* (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 issue. The delivery pictures show furniture was delivered undamaged and with feet on...

properly. The consumer moved the product since it was delivered. We asked for photos to show the damage and get with our delivery company and the consumer refused each time. We sent the consumer feet to attach as a courtesy without any pictures showing what the issue was and how it happened. The consumer contacted us and stated he was going to charge Bob Mills Furniture $100.00/day to keep the furniture until we picked it up. We have attempted to resolve this issue with the assistance of Mr. [redacted] and received no assistance from him in any way. The 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 up. He continued to state the furniture was not his and to come pick it up.
Initial Consumer Rebuttal /* (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 5 days and exchange 10 days. I 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 issue.. NO! it was not like that they pretty much said it was you and the bank now. I didn't ask for the courtesy legs and they can come pick them up along with the couches. Should 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 /* (4000, 12, 2015/08/18) */
Bob Mills Furniture stands behind our original response. Delivery documentation and pictures show the furniture in good condition with no leg damage. We 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 demands. The 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 refund. We are unable to refund consumer.

Complaint: [redacted]
I am rejecting this response because:I will not happy with their solution.
Sincerely,
[redacted]

The consumer was scheduled for Saturday March 17, 2018 and not the previous Saturday. The consumer stated they would drop the chairs off at the local store to be serviced rather than wait for service on Saturday March 17, 2018. We are servicing their chairs as soon as we get them at the store.

We regret the consumer feels like their protection plan is not a valuable plan. As 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 damage. We are however ordering the part for the consumer at no...

charge to the consumer and they are paying for the service to install the part. We believe this is a fair and satisfactory resolution to the issue. The consumer indicated this is satisfactory to them. The consumer should have a copy of the protection plan they received at the time of purchase that includes the plan coverage and exceptions.

We regret the consumer feels this way about our company and our partner company. Nobody is trying to discredit the consumer in any way. The consumer received a copy of the contract to read and sign listing the details of the contract, as well as the terms and conditions. There has never been any additional stipulations, rules or changes to the contract the consumer signed. The protection coverage is non-refundable and states so in the contract the consumer was given to read and sign. We are unable to verify what was said to the consumer and/or the business by the consumer and have only the written and signed contract to go by, stating the consumer has read the details and understands the contents of the contract. We will ensure the consumer gets a copy of the contract. We are unable to change the decision made by the third party administrator of the plan.

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, etc. We feel the consumer is always in control of their purchasing habits and choices and can take no responsibility for that. As previously stated, the item was clearly sold as an AS-IS piece, as noted by the consumer, for the consumers inspection and the gentleman that returned to the store stated he should have inspected it closed. We stand behind our original response that the consumer purchased an AS-IS piece and had the responsibility of inspection prior to their purchase. We 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.

Consumer purchased furniture on 11-05-12 and had it delivered on 11-11-12. They purchased a sofa and a recliner along with an accidental protection plan, which has many inclusions and exclusions. Specifically mentioned as an exclusion is cracking and peeling of non-top grain leather. The plan also...

calls for any claims to be made in 5 days and does not allow for an accumulation of issues. The claim was handled through a third party administrator and they do not cover the issues claimed by the consumer. Bob Mills Furniture is unable to cover it, as our vendors have a one year warranty on their fabric/material on covers. We work closely with our vendors to service warrantable issues and this is not covered under the manufacture warranty as well. The consumer called in and we explained that the material is no longer under manufacture warranty and the consumer said they would contact the Revdex.com and hung up the phone. We take great offense to the fact the consumer is accusing us of taking advantage of soldiers, poor people and retirees. Bob Mills Furniture has been in business 45 years and is a great community partner in the communities we serve. We regret that the issues the consumer is experiencing are not covered under the manufacture warranty or the third party protection plan coverage. We are unable to exchange or refund the products due to the fact the consumer has had them for almost 4 years.

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