ComplaintsforBob Mills Furniture Company

• Initial Complaint

  07/31/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 03/13/24 I purchased furniture from *** Mills in ****, **. It was a special order so it would take some time to be delivered. In the order was a twin sleeper chair. I was told if it didn't fit in my apartment, it could be returned and I would receive credit for it. Well, it didn't fit and they took it back. I've called several times to inquire about the credit and as far as they're concerned, I still have the chair. They have no record of it being returned. I paid $910.23 plus tax and delivery charge, included with the other items. I don't think I should have to pay for someone else's mistake.

  

  Business response

  08/02/2024

  We have no record of the item being returned.  Special order merchandise requires a 40% non-refundable deposit as stipulated in our terms and conditions.  After speaking with the warehouse team in **** as well as the Store/Sales Manager, they also have no record of the item being returned.  When did the chair sleeper get returned?  Was it on a delivery truck or dropped off at the store?

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After 3 visits to the store, I made a purchase of Aireloom Twin XL Mattress on July 11, 2024. It was my understanding, if the bed did not work out, I had 5 days in which a refund could be issued minus 10% restocking fee. This caused me pause but I felt I would love this mattress and was directed towards this mattress by two staff - one being the Sales Manager. There was communication made about some 90 nites program in which would also could return the bed. I reviewed the policy online as well and have now been told the word "bedding" used in the policy doesn't mean mattress covers, sheets, but means MATTRESS. This play on words seems deceptive in nature. I emailed the store on day 5 regarding my experience with the bed and to discuss a refund. I then called the store and was connected with the store sales manager who advised no refunds on beds. He offered to change it for a different bed but this was the bed I was advised would be the best and I did look at some of the other brands but landed on the Aireloom. I am not interested in the other ones. I contacted the corporate office twice today -second time as the person that was to call back to discuss had not. I was told the same thing. I asked if there was any way to resolve and was advised there was not. I am stunned as honestly losing 10% to restock is crazy but I was willing to deal with it due to this bed aggrevating my spine and low back so much. I tried to resolve this directly with hopes of a refund and this feel on deaf ears. Had I been told there are NO REFUNDS ON MATTRESS and only exchanges I NEVER would have done business with this store.

  

  Business response

  07/26/2024

  Mattress purchases are not returnable and can only be exchanged through our 90 Nites policy.  This means that after 21 days of trial, the consumer may make a one-time reselection of equal or greater value before the 90th day.  This exchange is subject to a 10% restocking fee as well as a new delivery fee if the consumer would like us to deliver the new mattress and return the original.

  Customer response

  07/29/2024

  
  Complaint: ********
  
  I am rejecting this response because: There is not a bed of equal or great price to consider.  It was my understanding there was a 5 day return with 10% restocking fee.  If I was advised there was absolutely not refund option I never would have done business with this company.  That should be spelled out NO REFUNDS!  Your policies are deceptive and unfair to the consumer.  If I were to have found another mattress (which I have did not)  I would not not only lose the 10% restocking fee but an addition amount as this was the most expenseive mattress you sale in Twin XL.  Therefore, losing another 2k at minimun. I am requesting a refund minus the 10% restocking fee as stated on the receipt.  

  
  Sincerely,
  
  ***************************

  

  Business response

  08/02/2024

  As a way to compromise, we will agree to allow any difference in the price of the mattress to be used on other products within the store (bedroom, living room, etc.). Returning for a refund is not an option.

  Customer response

  08/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:  this was already offered at the store level as well as waiving the restocking fee.  I am requesting a refund minus the restocking fee as policy is deceptive and not clear.  There is not another bed in the store that is an equal or better option price wise or comfort wise.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a sectional when they are done I come in and notice one of the recliners is bent like the foot rest was bent outwards and I say no something is broken and the guys are like oh is it? So they get down and say all the metal is bent and ask for pliers!!! I said no I paid for new furniture and Im not good with that.. then the wedge piece would NOT sit flush it actually leaned back about 4 inches and wiggled like crazy I run by the hook was broke that the back to, I mean how do people send out completely bent and broken like that. I call the *** mills and talk to some girl who tells me A coordinator will call me in 2 to 3 days . I am now one of your priorities as far as Im concerned because you brought me broken furniture..Then my husband calls *** mills and gets a guy and tells him straight up waiting 2-3 days is unacceptable and he wants to talk to a manager. Then we get a call from someone from the delivery department and says she will just write up the exchange right now. So then she says she cant have them out for 3 days well thats NOT okay because we cant even use our sectional because its not ptogether so my husband says can I just come up there and exchange them? I will bring my truck unload the broken pieces and get new pieces and she says yes that works so literally thats what we did.. Everything and guess what the wedge piece one of the bolts in the back is preventing the back of it to sit down! They tell me that the company doesnt provide any warranty or cleaning info, so I look up this company. This company is in ******* and they literally sell at a very very cheap price. *** mills is just buying junk , putting it on their sale floor and then selling it for $2500 to people in ******** and thats not right. My chaise has a big gaping hole when you recline so no support for your back and the wedge is still messed up and the end puce the na k doesnt sit right. This is a nightmare and nobody should own this couch.

  

  Business response

  06/21/2024

  We will return the items and waive restocking fee.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  May 25, 2024 Purchased products listed below from *** Mills (BM) from very nice salesman, ***************************. Financing thru ******** (800} 252-2551, Columbia, ** (per contract).Credit $3,141.52 : Sales Order # ********* Mattress $2,279.00 Mattress Protector $187.14 ************** $139.99 Soft Pillow $194.99 We received everything except mattress May 25. 2024.The mattress was delivered Tuesday May 28, the day after Memorial Day, May 27.After 3 nights of trying to sleep on bed I noticed that I was excessively tired for NO sleep on the mattress that I received from BM.I called the salesman, *****, Saturday, June 1. He informed me that I have a 90 day period to try the mattress. and to give it 10 days. After that conversation with *****,I told my partner, *******, that I felt the mattress is extremely uncomfortable. ******* told me that he was glad I had told him because his side has indentions and bumps which are uncomfortable. He said that he had been "gritting his teeth" because he didn't want to say anything negative because he knew I wanted the mattress. I called the office at BM, they said let ***** handle it.June 4th, ****** from BM said I have to fill out a warranty complaint and take pictures. .I told ****** that ******* and I are both 83 years old. We could not move the mattress and take pictures of everything including slats.Besides all that I do not believe we should have to do that because the mattress was defective the first day we received it.BM and I have exchanged emails ever since all that info. I cannot print the emails because my printer will not work, Yesterday, June 4 was the last day we have exchanged emails. I have not heard from them today.I have called corporate office and office here in ******* to no avail. I told them I wanted a total refund especially the mattress and a refund on my ******* credit card, I have excellent credit and I do NOT want my credit ruined because of *** Mills.

  

  Business response

  06/07/2024

  Return policy from our website - ***************************************************************************************

  Returns & Exchanges

  *** Mills Furniture offers a 5 day return or exchange period after delivery of merchandise. All returns approved by this company are subject to a 10% restocking charge. Merchandise picked up at the dock must be returned to the store by the customer if returning or for service. Special orders may not be eligible for exchange or return. Unless otherwise noted, any item ("as-is", accessory, rug, bedding and electrical items may be excluded) may be returned within 5 days for a refund less a 10% restocking charge and delivery charges. Exchanges due to defects are allowed within 10 days of delivery. Merchandise must be in "like new" condition in the sole opinion of the *************** ****************** ********** of **********************, ********************** Approved customer refund over $100 only paid by ********************** check

  Bedding is not eligible for the 5 day return or exchange period.  Bedding is only returnable with our 90 Nites Comfort Guarantee.  The 90Nites allows the consumer to reselect to a mattress of equal or greater value subject to a 10% restocking fee.

  The consumer claims that there is a defect in the mattress.  This must be a measurable indentation of 1.5" or greater or a bulging of the side wall.  We have agreed to send a technician at no charge to assist the consumer due to their age and not wanting to fill out paperwork.  If a defect is found, the mattress will be exchanged with the same model.  If this is found to be a comfort issue, the only recourse is to proceed with a 90 Nites exchange.  The technician has already been approved and is waiting for the consumer to schedule the appointment. 

  Customer response

  06/12/2024

  Rejection of *** Mills Furniture (BMF) Response

  CODE *************

  ID ********-565FB

  I would like to proceed in this matter-

  Have BMF come to pick up the said mattress that is damaged. Take any charges given to ******* off my account that BMF set up for my mattress the day I purchased it.

  
  

  BMF did not explain the 90 day Nites Exchange. The salesman said 90 days, that is all.  Besides the mattress was so uncomfortable (after NIGHT 1 - 4) I could not sleep at all. My significant other welcomed the comments about how I told him how uncomfortable I was with the mattress. He said that he had been "gritting his teeth" while sleeping on the damaged mattress. He did not say anything to me because he knew how much I wanted the mattress until I had told *****, the salesman, how uncomfortable I was. I talked to my significant other immediately after talking to ***** on Saturday, June 1.

  
  

  The 90 day Nites Exchange would have been intolerable, since after 1 - 4 nights, I could not have endured the mattress any further. 

  
  

  Just a thought and consideration, if BMF was a car dealership do you think they would get away with such a damaged or uncomfortable vehicle even if the person had tried it out? NO WAY.

  Let's settle this in a considerate business manner.

  
  
  Sincerely,
  
  ***********************

  

  Business response

  06/13/2024

  We can proceed with a 90N reselection immediately to address the comfort issue.  If the consumer would like to move forward with this, they would need to come to the store to choose a different mattress.  The mattress must be of equal or greater value, we will waive the 10% restocking fee.

  Customer response

  06/14/2024

  
  Complaint: ********
  
  I am rejecting this response because:  THE MATTRESS WAS SO UNCOMFORTABLE WE HAD TO PURCHASE ANOTHER LESS EXPENSIVE MATTRESS WHICH, BY THE WAY, MUCH MORE COMFORTABLE.  We could not have tolerated sleeping on that mattress another night.

  This situation of receiving a damaged mattress and most uncomfortable mattress is very much unacceptable.  We still have your damaged mattress waiting for your pickup.

  Please take away the charges put on my credit card that you set up for me thru ******* for the damaged uncomfortable mattress. Do the right thing and refund charges for the mattress.

  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a lot of furniture with a SmartBuy Warranty. I was told the delivery was free. While searching for the records to file this complaint I just now realized I was charged $457.00 in delivery. I acknowledge I should have caught that earlier but that just adds to the deception of this business. One of the recliners I purchased was $719.73. I've had on going issues with it. A technician has been to my house four times to try to make repairs. It grinds while rocking. The first time the technician came out, he said the back wasn't properly installed upon delivery and was missing some screws. A few days after he put the back on properly and replaced the missing screws, it would still grind when rocking. I filed another service request. After waiting a while for a response, I logged into the website and found out they cancelled my second service request After speaking to I believe it was ****, they reopened the request and sent the same technician. At that time he found out it was the entire base that needed to be replaced. It was commented that it appeared as if the chair had been dropped. He had to order a new base replacement. After waiting weeks for the replacement to come in and after it was installed, the technician commented that the issue was still not resolved. He took pictures. The wood pieces would still separate while the chair was in motion. He commented that if it was screwed, it could split the wood. This was escalated only to receive a call that the business still wanted to pick up the chair and s**** it together. This is a Franklin ********* and the frames are supposed to be guaranteed. I have inquired about a replacement piece but was told that wasn't possible because the fabric is no longer available.

  

  Business response

  05/21/2024

  The SmartBuy warranty is not in use for this particular claim.  For the delivery charge; it is too long past for a manager to remember the conversation.  We must show a delivery charge, but discounts are taken during promotions from the merchandise to cover the delivery charge.  In regard to the recliner, service is always our first step and we appreciate your patience as we cleared the hurdles required by the manufacturer.  To bring this to a close, we will allow the consumer to return the defective recliner and issue store credit for $719.73 to choose another chair.

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in February we requested service for the chair to the kitchen table, the fabric being torn on the Wedge to the Sectional couch, and the recliner is tilting from the last time they "repaired the recliner to the sectional". The chair was fixed back in March. The Wedge was scheduled to be repaired on May 2nd, NO ONE SHOWED UP. We had to call to find out why no one showed up and they rescheduled for May 10th with no explanation. May 10th the technician that came to replace the fabric on the Wedge said "his order does not state to check on the recliner" so he is not going to check to see what needs to be ordered for the recliner.

  

  Business response

  05/16/2024

  The issues the customer has are with multiple pieces.  Each piece's parts/service are being addressed, but the work orders are separate.  We have completed service on the dining chair and wedge as of 5/15/24.  Our coordinator is working to resolve the issue with the sofa.  

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  February 16, 2024 Walnut Leather Lift Chair $1,998.99 Just want the public to know this company does not stand behind their furniture. The lift chair we bought will does not let the leg lift recline fully and straight out. We were busy with my husband's knee surgery or we might have noticed sooner. We did contact the company and had their warranty people come out and look at adjusting the chair. Unable to adjust. Warranty person **** said it should be replaced or exchanged. Upon contacting *** Mills Furniture we were told the warranty persons report said this was the standard and therefore they would do nothing. Apparently not a *********************** Pictures were also furnished to company.

  

  Business response

  05/08/2024

  The service technician did go to the consumers home and found no defect or issue with the chair, and that it was performing as designed.  This was also summarized on the Service Report notes, attached below.  The consumer received the chair on 2/19/24 and first reported an "issue" on 4/1.  This is past our 5 Day return window and service was not able to find a defect.

  Customer response

  05/09/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  

  Business response

  05/21/2024

  The service technician did go to the consumers home and found no defect or issue with the chair, and that it was performing as designed.  This was also summarized on the Service Report notes, attached below.  The consumer received the chair on 2/19/24 and first reported an "issue" on 4/1.  This is past our 5 Day return window and service was not able to find a defect.

  Customer response

  05/21/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The warranty person told me that because it could not be adjusted to work properly that I needed to contact *** mills to replace or exchange the chair. Please exchange for a working chair or make some kind of a compromise.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a recliner on March 25 and picked it up on March 28 from *** Mills Furniture Store in ****, *****. This is for my 86 y/o mother. We kept it stored at my house in the box until her apartment was finished with a remodel. We took it out of the box April 22, less than 30 days after the purchase and it will not recline. It is broke. We were not told of the 10 day return policy or I would have immediately taken it out of the box to make sure it worked. All they have done is offer for someone to come look at it and repair it. This is unacceptable and they will not budge. What are my options at this time? Thank you.

  

  Business response

  04/29/2024

  The consumer reported the issue on 4/22/24 and we agreed to service the recliner on that same day.  The consumer responded to our support team on 4/24/24 and scheduled service for 5/1/24.  We had an appointment become available sooner (4/30/24) and called the customer on 4/25/24 to see if we could go out earlier, left a voicemail.  ******** then threatened a lawyer and refused service.  We stand commited to service this recliner or will agree to exchange it to resolve the issue.  Return/refund is not an option.

  Customer response

  04/30/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  We did not receive a vm but a text to come on 4/30 but we were not available.  When I called I DID NOT refuse service.  The chair is defected and cannot be repaired.  This business is complete false advertisement. 
  
  Sincerely,
  
  *************************

  

  Business response

  05/08/2024

  Service on the recliner was completed on 5/3.  The recliner is up to manufacture standards.

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We made the purchase with them telling us that it was in stock at the *** location and could be delivered the following week. Only for them to call the day before delivery to inform us that the sectional and one of the tables and lamps was not in fact in stock and would be an additional 4-5 weeks but they did have a more expensive one that could be delivered instead. I politely declined and said that wed just cancel our order only to have them inform us wed have a cancellation & restocking fee if we did that even though it wasn't any of our fault. So at that point we just said wed wait since we already had a set and it wasnt a necessity but a huge inconvenience! So less than 6 months into owning this over $2000 sectional the two end pieces began having issues so we called to have them come out and take care of it. After 3 weeks of back and forth, someone finally did. They stated to repair an obviously broken piece itd be 16 weeks! I called to check the status and they told me that they would just replace one piece and that they had forgot about the other piece. Then after another 3 weeks they stated they lost contact with us so they closed the ticket and moved on, all while we still have two broken pieces of a sofa. I called them again persistently and they sent someone out again who personally told me that both pieces needed to be replaced. Finally called main number spoke with someone who was very condescending and rude telling me that this was just the way that *** Mills does things and it will in fact be at least 16 weeks for the repair of the recliner and 2-3 weeks for replacement of the chaise, both of which are broken due to manufacturer defects as stated by THEIR technician! And so now we have basically half of a sofa for as long as possibly 4 months. We'd really just like our sectional to be replaced with one of quality like we originally bought & paid for and for their customer service to not be so shady.

  

  Business response

  04/25/2024

  We will agree to exchange the other piece to resolve this issue all at once.  Coordinator will be reaching out to schedule.

  Customer response

  04/30/2024

  
  Complaint: ********
  
  I am rejecting this response because: After months of trying to get this situation settled and the sectional replaced, having to send multiple emails and calls we have only received the response and replacement of a chaise lounge. We have STILL YET to hear back from the company or coordinator as they have stated in their response that we would in regards to the rest of the sectional. 

  At this point we have paid over $2000 for what we have is a broken down sofa in our living room. We feel that we have been more than fair and they have not followed through with their promise of basically anything. 
  
  Sincerely,
  
  *******************************

  

  Business response

  05/08/2024

  The second piece of the sectional is being exchanged and is scheduled to be completed on 5/9/24.  Once that piece has been swapped, it should resolve this issue.  We are truly sorry that there were frustrations with the warranty process, but we do have to operate in accordance with manufacturer guidelines.  Due to these delays, we chose to exchange to satisfy the consumer as quickly as possible.

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  purchased a bed and frame. We were told we could exchange within 90 up or down. We exchanged and misunderstood 90 nights. Thought we had credit back and purchase recliner. No credit given. Difference of ******* and now have paid over ******* for a recliner.

  

  Business response

  04/25/2024

  Our Nitey-Nites policy does state that the reselection is of equal or greater value.

  Customer response

  04/27/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  We were not understanding we could not exchange the difference with other merchandise in the store. We did not expect monies returned but thought we had over ******* in credit and spent 1200 more thinking it would have used credit. We were a couple country folks that were taken advantage of. If we had been told we would had atleast exchanged for a better mattress closer to price. No one in their right mind would walk away losing over *******.  If they had just explained to us but we were told if not happy we could exchange within 90 days up or down not realizing for a mattress only. 
  Sincerely,
  
  *****************************

  

  Business response

  05/08/2024

  After speaking with the store manager, we learned that he personally sat down with the consumer to discuss how the policy worked and even waived the 10% restocking fee due to the difference in price.  There is still confusion and uncertainty on how the sales host presented the information. The difference in price between the original mattresses and the replacement is $3299.99.  The 10% restocking fee for the original mattresses should be $949.99.  This leaves a difference of $2,350.00.  Due to the confusion, we'd like to refund the $2,350 difference back to the financing account under *****'s name.  If agreed to, we will process that paperwork immediately and should see a reflection on the next billing cycle.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩