ComplaintsforBob Mills Furniture Company

• 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.

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased an adjustable base 11-11-23 as my partner has indigestion and when hes home it sometimes comes in handy. Recently we tried the zero gravity feature. It worked then stopped. Everything else works so I changed batteries several times. It would work then stop. Finally it stopped. *********** and his manager ***************** ordered me a new remote and assured me in text and person they would take care of me due to the money we have spent at the **** location. New remote, new Duracel batteries, same issue. ************** has been replaced and they had *********** send me a receipt that indicates Im SOL due to as is. Great so does his word and the text to take care of me not count? Told me to come in and talk to two managers. Why? So two salesmen can try to intimidate a woman?no take care of me now that ************** is gone. *** spent a lot of money at this location but wont again unless they can have the base repaired since they told me they would take care of it. Ive spent almost $15-20k at the **** store. I have a screenshot of that too.

  

  Business response

  04/09/2024

  We apologize that the **** Base is experiencing an issue.  Our Regional Manager will be reaching out to resolve this with you.  First step will be to service the item and obtain replacement parts if needed.  If this is not possible, we will let the consumer reselect their **** base and receive credit for what they paid on the original.

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In December of 2023 I purchased a sofa and two matching leather recliners. At the end of December my internal padding on the footrest started to separate and slide down the chair. I called for a manufacture warranty, the chair was less than a month old. I sent pictures and was told a part was ordered for the repair. After 3 months and a complaint from me the part can in and a representative called to schedule the repair. They schedule the repair a month in advance but did not provide a time. We were told a time would be provided closer to the repair date. They notified me this morning, April 1, 2024 the repair would take place on April 2, 2024 between 9-11. My husband an I both work out of town so I needed to reschedule. They told me I could reschedule for the following Tuesday, again I asked for a time and was told they couldn't provide a time because they don't know how many orders they will have. I got upset and said we couldn't just take off all day and that after 4 months I should be at the top of the list. The store manager didn't like my attitude and canceled my repair. I'm in the process of hiring an attorney to settle the issue on my behalf. I'm very frustrated and upset over the entire 4 month long ordeal.

  

  Business response

  04/02/2024

  We have ordered parts and they arrived from the manufacture to address the complaint the consumer had.  Service technician appointments are assigned a two-hour time window and we are unable to guarantee specific availability.  Due to the graphic and derogatory nature of the consumer's words, we have had to discontinue phone calls.  If the consumer would like service, we can arrange for a technician to go to the home but it will follow our scheduling criteria.  An alternative would be to pick the chair up and bring it in to our shop, but this will leave the consumer without the chair while repairs are being made.

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 2/11/24 we purchased a bedroom suit with mattress and mood base that was to be delivered the next week. When they delivered it the mood base was broken and they sent a bedroom suit that was a couple of thousand cheaper than the one we were supposed to have. It was returned except the mattress and as weeks went on they still didn't have the one we picked out so we canceled the transaction. They would not return approx $982.00 of the bedroom suit. They said they could not tell me the exact price of a mattress. When they sent the wrong bedroom suit, I firmly believe they thought we would not notice.I have spoken to corporate as the local manager will not return a phone call. I am not asking for a refund on the mattress - just a FULL return on the bedroom suit.

  

  Business response

  04/02/2024

  We will have the Store Manager and Corporate Regional manager review this ticket and contact the consumer to discuss pricing.  Items removed from the order does affect total discounts and promotions, and will need to be explained.

  Customer response

  04/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: All they have to do is subtract the cost of the mattress from the amount we paid and refund the balance.  No one in the store would bother to do this as they know they still owe money on the refund. Even corporate would not do this.
  
  Sincerely,
  
  *******************

  

  Business response

  04/03/2024

  Tax, Delivery, and promotional prices all are adjusted if the original agreement is no longer valid due to cancellation.  The store manager presented all of this to the consumer and the consumer initially agreed.  We can walk through the numbers again with the consumer if that is what they would like. 

• Initial Complaint

  03/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 3/1/2020, I purchased a recliner and a *******************. The insurance had a 4-year term which the amount would be refunded at the end of the 4 years. On 3/1/2024, that term expired. In early 2025, I contacted *** Mills Furniture several times and was told the refund is only in the form of store credit and that store credit would expire a year later. On 3/18/24, I went to the store to talk to a manager. Given, there is nothing in the store I want to buy, I requested an exception for a cash refund. The manager said no. So, basically, they have stolen my money and refuse to refund it.

  

  Business response

  03/19/2024

  The consumer is correct.  The Smart Buy guarantee is that if the consumer has no claims over the 4 year period, the amount paid is refundable as an In-Store Credit.  This is not a money back option.

  Customer response

  03/19/2024

  
  Complaint: ********
  
  I am rejecting this response because it is only to the benefit of the company's bottom line. I don't care that it is a store policy. By controlling how I use my "refund" *** Mills Furniture is keeping my funds without authorization as the 4-year contract term has expired. There was no notice on the receipt nor anywhere else that I can find that the store insurance can only be "refunded" as store credit. This store is strong arming me into buying something from their store.
  
  Sincerely,
  
  *********************

  

  Business response

  03/20/2024

  Attached is a signed copy of the Smart Buy agreement.  It does stipulate an in store credit under the section "How the Protection Plan works" under the signature line. Again, this is only available as an in-store credit.

  Customer response

  03/20/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while I do not agree with this store policy, it appears I signed my acceptance.  Now to find something that is not outrageously expensive so that I can use MY money.
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a mansion bedroom set the headboard was delivered without the wires for the led lighting and usb cords. Ive called and informed the salesman the resolution person. Ive have been informed that possibly by April this might be delivered. *** also asked for a new headboard as I dont know after waiting now three and a half months if the headboard delivered is damaged. Ive received no call back from salesman on this additional concern.

  

  Business response

  03/19/2024

  We are tremendously sorry for the issue you experienced.  We will absolutely exchange the headboard.  Our solution center agent will be reaching out to coordinate a delivery date.

  Customer response

  03/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We purchased a new living room set from *** Mills in ***** on 1/23/24. We were lied to about our financing and were told that we would get 60 months financing and instead they gave us an option of 6 or 12 months. During checkout they never went over an itemized reciept with us. When I got a copy in my email hours later I noticed the pillows I picked out were not free which I was told they would be for my husbands military discount. They were also not even charged at the correct price. They were marked 50% and we were charged full price. I also noticed that the 1/2 off rug was not discounted properly either. Lastly I noticed the lamps I picked out were not on my reicept When I reached out to *********** the next day he said he couldn't really make the prices change on the reciept. I had to call 3 times to get updated reciepts emailed to me, then they didn't even send all of them over to me. They delivered my couch, recliner and loveseat without a problem. I was still waiting for two tables and my rug. I got an automated message to give them a score from 1-5, I gave them a 3. Which is when ***** the store manager reached out to me. He said my table would be in, in the next day or 2 and he would call me to back to schedule that delivery. After a week I never heard back. I called ***** twice and left 2 voicemails which were never returned. Our salesman reached out about 4 days after my second message to say they could delivery after the 13th, I chose the 14th for delivery. I never got a text or email the day before with delivery time. I called the store they said it was set to pickup. ***** let me know the warhouse manager was feeling under the weather yesterday and he was going to be the one delivering my table and rug and that we may have to reschedule for tomorrow. I requested a call from ****** boss. ***** called me and let me know the table wasn't even in ***** to be delivered. He was very unapologetic about having to reschedule the delivery yet again.

  

  Business response

  03/19/2024

  We are sorry to hear that the consumer faced issues with their experience.  Our Corporate General Manager, *******, has reached out and left a voicemail.  

  Customer response

  03/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  *** Mills Furniture *** delivered incorrect product to my home and refused to refund the $250 delivery fee I paid.

  

  Business response

  03/11/2024

  The consumer came into our location on 3/9/24 and worked with one of our sales managers to resolve this issue.  We have agreed to exchange the product and that is scheduled for 3/19/24.

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a 3 piece living room suit with warranty from *** Mills Furniture in ******* on 7/30/2022. From the onset the hand pulls for the recliners were extremely hard to pull to extend the footrests. There are 5 footrests in all. Now we know it is because the springs are super tight and given a little time the plastic pieces that get pulled break disabling the footrest. We have been waiting 4 months for a part to repair one of the hand pulls and were told it will be another month. When the part comes in then the schedule and appointment to repair it. I believe this is a scam to run out the warranty time while the furniture continues to break. The Furniture Care Protection repair man stated the rocker recliner was defective due to the spring system failing to recline. He took one spring out but stated that it was a temporary fix and would wear out. Numerous messages have been left at *** Mills central call center asking for a GM to call me since December 2023, no response. I have asked if there is a complaint department, was told they would send a manager a message, no response. We have had five problems including a seam coming unsewn, that was repaired, plastic bar under footrest, repaired with another very thin plastic piece, a second footrest plastic bar broke on another chair, hand release on couch, plastic, broken, waiting on piece four months, rocker recliner declared defective by warranty company. The love seat is in our media room and has not been used at all, therefore no breakage yet. There are only 2 senior adults in this home. The furniture from outward appearance is great but the structure is a cheap plastic mess. We trusted *** Mills advertising to get quality furniture. He advertises his guarantee, completely false. The group is called Cowboy but the real name is *****. We are very frustrated with having so much breakage in a year and a half. Furniture should last 10 years at least, it hasnt made it to two.

  

  Business response

  03/07/2024

  We are sorry to hear the consumer is having issues with their sofa.  It appears that the claim is going through the Smart Buy warranty serviced by Furniture Care Protection.  The part order was submitted to *** Mills Furniture on 12/12/23 and the part arrived on 3/4/2024 and was mailed to the consumer's home via USPS.  Tracking number provided is **********************.  Once received, please call FCP to schedule a technician to install needed parts.  Authorization for replacement or reselection is at FCP's discretion, but we will contact FCP to escalate this issue to their management team.

  Customer response

  03/07/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I was told yesterday by *** to expect the part early April. To this date, we have not received a part. The real problem is the overall quality of the furniture that includes numerous plastic parts that break and spring mechanisms that do not work properly. BM advertises quality furniture and gives his personal guarantee on TV. This is false advertising due to the five problems we have had in a short period. In addition, the *** repairman stated that it was a defective design regarding the rocker/glider. The same mechanism on all three pieces of furniture. We are senior citizens and feel we have been given poor quality furniture that will continue to break and continue to need repairs. A quality 3 piece should expect at least 10 years of service. This one started breaking down shortly after a year.
  Sincerely,
  
  ** ***************

  

  Business response

  03/11/2024

  With manufacturer warranties as well as the ********* coverage, repair is the primary method of resolving issues.  According to the *** response, the recliner was deemed up to manufacturer standards.

  Customer response

  03/12/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  The reply is not addressing the primary issue of faulty cheap furniture and a slow moving furniture repair company. 
  Sincerely,
  
  ** ***************

• Initial Complaint

  03/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  December 1, 2023, *** Mills delivered two lay-down stand assist chairs (2 each Motom ******************** Lift Chair for $3498.92) to my home. Labeled Chair #1 and Chair #2.December 20 +/- 2023, Chair #1 stopped working intermittently. By December 30, 2023 Chair #1 was stuck in the half way reclined position and did not function. Service call made January 2, 2024.. Repair person came and diagnosed that Chair #1 needed new motor. We had to wait approximately 4 weeks for new motor.February 8, 2024, when repairman replaced motor on Chair #1, the remote did not work. Repairman stated we needed new remote for Chair #1. We waited approximately 4 weeks for new remote to be installed.March 5, 2024, remote replacement arrived with serviceman for install on Chair #1. Repairman stated it is not the remote that was broken on Chair #1. He needed to order a new "remoted box" for Chair #1. March 5, 2024,********* said it was the "box" for the remote on Chair #1. Hence, almost 3 months later, we are paying for a chair (Chair #1) which has not functioned properly for months.We now have to wait probably another 4 weeks for a remote box for chair #1 which I reiterate, has not been repaired.March 5, 2024 (Chair #2 was added to repair order about a week ago). It was determined that Chair #2 has a bent frame, and the mechanism must be replaced. The chair is not level. Chair #2 slants about 25% to the left. We wait.These chairs were ordered for specific medical needs. Medical needs have come, and are in progress. We still do not have a functioning chair that was ordered for those needs.We do not know what the lemon laws are for electronic furniture, but believe by far, we have3 reached that limit with the furniture we were sold.

  

  Business response

  03/07/2024

  We apologize for the issues the consumer experienced.  After looking into this further, our *************** manager has contacted **************** and arranged an exchange to fix all issues.  It is scheduled for Wednesday, 3/13/24.  If there is anything else we can do, please let us know.

  Customer response

  03/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  ***********************************************

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