Bob Mills Furniture Company

We have serviced the customer to complete the warranty service. I have personally listened to each call from the customer and found every call to be very friendly and helpful. At NO time were any of the Solution Specialist rude, hateful, unprofessional or negative. Each and every call was answered...

with the information requested by the consumer. Bob Mills Furniture takes offense to the comments made about these calls and stands firm that these accusations and claims are absolutely false and untrue. Warranty service is what the manufacture provides for this furniture and that is the service we offer to complete the warranty work. We regret the consumer is having issues, but restate the claims of treatment are absolutely false and in fact are quite the opposite with friendly calls and responses with the female called thanking us after each call.

The manufacture is providing the warranty for this product and as a courtesy Bob Mills Furniture is offering the re-selection to another product, not the manufacture. We are unable to refund the consumer's money and feel the re-selection is acceptable rather than having the consumer wait on parts...

from the manufacture, which is required by the manufacture warranty.

The consumer purchased the furniture over three years ago and did purchase the third party accidental protection plan. For clarification, this is NOT an extended warranty as the consumer states he purchased. We have no record of any issues stemming since day 1 as the consumer claims. We did do...

a service a few months after purchase and have had no issues since then until a few months ago. We clearly stated the warranty coverage and limitations, the accidental protection plan coverage and the limitations to the consumer. He proceeded to curse and belittle the staff he spoke with and constantly threatened us with the news and his attorney and demanded we send someone to his home within the next 24 hours "or else". The merchandise warranty does not cover any fabric issues past one year and the items he purchased are two years out of warranty. Any service would be at a cost to the consumer. The consumer demanded a letter be sent to him so he could forward it to his attorney "for a good chuckle". The consumer can contact the third party administrator of his accidental protection plan and see what they will cover, but the issues discussed with us are not covered under his plan. The consumer was given a copy of his signed plan at the time of purchase stating the coverage and exclusions. We are a reputable business in the communities we serve and take offense to the implications that we are offering no help to this consumer. The consumers attitude and behavior are such that it has become difficult or impossible to deal with him and further. We regret we are unable to assist him further, but he is two years past his warranty coverage.

The consumer has had the furniture for one year. We are repairing issues for the consumer. The initial complaint of no calls back are not correct. We are repairing, per manufacture warranty, and returning to consumer. I 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 guidelines. Unfortunately, the manufacture does not warrant preferences and does allow for small differences in measurements. This will lead to smaller and larger gaps in some areas of the furniture. The 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 measurements. With 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 moment. We are repairing and returning to the consumer next week.                                     �...⇄   Tell us why here...