ComplaintsforBob Mills Furniture Company

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a DeamCloud mattress from *** Mills Furniture in *********** on Sept 02, 2023 for $1,299.99, and we received it Sept 13; it started sagging on both sides within a couple days. We filed a claim and they said they would replace the mattress. On Jan 16 we returned to the store and after a huge hassle at the store with the sales manager, we selected a $3,000 ******* Celestial mattress marked down to $999.99 because it was the last one. It was labeled As-Is and they added a set of king size sheets for $299.99 to make up the original value. We received it about a week later only to have it sink in on both sides within a couple days (worst that the 1st one)! On Feb 24 we called the ***** store manager who told us that they would not replace it & offered their Labor Day special on another mattress ***** is using the excuse that because we bought it marked As-Is, they are not going to MAKE IT RIGHT and address the issue. In our opinion, rules made by *** Mills can and should be altered, especially with a brand new mattress. Good customer service should dictate how to handle this, override the as-is stipulation, and MAKE IT RIGHT.

  

  Business response

  03/07/2024

  The original mattress was returned and all restocking/delivery fees were waived as a courtesy because of the issues the consumer experienced. ****************** chose to select a mattress from our End Zone that was As-Is and more than 50% discounted. As stated on the receipt and in our terms and conditions, the product is not eligible for return/exchange/warranty.  As a courtesy to the customer, we will send a technician to the home to inspect the mattress.  If it is found to be defective (body impression greater that 1.5"), we will allow for a reselection of equal or greater value.

  Customer response

  03/08/2024

  
  Complaint: ********
  
  I am rejecting this response because: we do not accept the 1.5" or greater body impression for replacement, that BMF has stipulated.  I'm not sure how they got 1.5", but it seems suspect because the pictures I sent clearly shows a brand new mattress sagging to an unacceptable level, and the measurement I got was 1" - 1.25"+.  With the fact that it starting sagging after just a few days, so we know it's going to get worse.  So, BMF wants off the hook if their tech doesn't measure greater than 1.5".  This is not acceptable, this mattress has failed, it's sagging, the right side had collapsed (see photo 8086) and it's clumping up in the middle; sagging is just one issue with this mattress.

  We looked online and found multiple complaints about mattresses purchased at BMF, and we found multiple complaints about ******* mattresses.  We found one link that indicated that the average mattress should last 8-12 years prior to problems.  As I indicated before, we have a 20+ year old mattress that is in much better shape that this one.  So, we don't mind if a tech comes out to inspect the mattress, I'm sure an honest inspection will reveal exactly what we've said!  But we're not agreeing with the 1.5"+ stipulation.

  We would like a refund obviously because this would be the 3rd mattress from BMF in 5 months, and the first 2 both failed; but we would select a mattress of a different brand, at the price of the original mattress ($1,299.99) or greater; that's the current mattress ($999.99) and we will return the $299.99 cheap sheets; this actually totals $1,299.98!

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

  

  Business response

  03/19/2024

  We will send a technician to inspect the mattress if the customer agrees.

• Initial Complaint

  02/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We have found *** Mills Furniture to be very deceitful and dishonest. First we were lied to about the return and exchange policy and when we were able to exchange after two days we were charged $4000.00 for restocking and delivery of the desired product. Next their top of the line mattress began to sag and not provide the proper support. While under warranty they requested pictures along with the time spent on the phone attempting to have a representative come out and look at the mattress. The warranty policy has not been what was promised or advertised and at this time *** Mills Furniture response has been to ignore the warranty and all complaints.

  

  Business response

  02/12/2024

  The consumer did a 90 Nites comfort reselection that was completed on 4/9/2022.  The restocking fee was 10% of the mattress/adjustable base as laid out in our 90N policy.  On 11/6/23, the consumer filed a warranty claim that found the mattress to be in satisfactory condition and the claim was denied.  Currently, the customer reported an indention on the same mattress on 1/30/24.  We are scheduled to send a technician to inspect the mattress on 2/23/24. The mattress must meet a minimum body impression of 1.5 inches without a person on the bed. 

  Customer response

  02/14/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  Again they are being dishonest, we asked to return the mattress after two days. They had said that within seven days returns were no questions asked and the restocking fee was $4000 which is way more than 10% then they charged us another $59.54 to come and look at the faulty product after months of emails and complaints. They refuse to acknowledge that the product is defective.
  Sincerely,
  
  *********************

  

  Business response

  02/19/2024

  The consumer's exchange receipt with signature is attached and the restocking fee is 10% of the returned merchandise as agreed.  As far as the issue with the mattress, as previously stated, a technician is scheduled to inspect the mattress on 2/23/24.  Once we receive results from the inspection, we will determine if it meets minimum qualifications to be considered a manufacture defect.

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased furniture - was charged for extended protection. Went to file a claim with extended protection company and was told that we have no coverage. Emailed and called and was told the mistake was acknowledged but a ticket had to be created ********.

  

  Business response

  01/30/2024

  The consumer received their furniture originally on 1/27/2018.  The Smart Buy program is for 4 years and expired on 1/27/2022.  Even though the furniture was allowed to be reselected, it did not restart the timing of the 4 year protection plan coverage.  Service could be available, but would be at a cost to the consumer. 

  Customer response

  01/30/2024

  
  Complaint: ********
  
  I am rejecting this response because: this was not explained to me or the protection plan criteria given at the time of re-selection process.  The reselection also resulted in a Better Business Bureau Complaint as the business does not believe in attempting to resolve outside of bringing in a 3rd party.  The business has demonstrated a complete lack of transparency and value for the customer by way of no follow up to the inquiries directly to their customer service department. If we are unable to reach an agreement, I plan to hire an attorney. Please accept this my last offer to allow *** Mills to do the right thing. I paid for something I did not receive  

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

  

  Business response

  02/12/2024

  It was in the e-mail authorizing reselection that the ********* would carry over to the new set.  If the consumer would like service, we can offer a quote for the repairs.

• Initial Complaint

  12/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased two bedroom sets from ***** location. Received call that delivery service that their truck isnt working and it will need to be another day. Days later, still havent showed up so I called BMF. You cant speak directly to the store location, so it defaults me to the customer warehouse. They said they use an outside company, so too bad for me. I tell them to have the store manager call me for an update. Finally he calls and said he would check into it and call me right back. I wait several hours later, never got a call back. When I finally got someone, they said he had left for the day. I stated I want a member of management. A man who identified himself as ******, the assistant manager came on the line and said hes a problem fixer. The delivery service show up. Bang up my walls. Said the dont remove mattress ( salesman *************************** gave me his word they would) then they said they couldnt attach the mirrors to the dressers because they couldnt find the drill holes in them, so they left everything in the floor. I have never seen a more unprofessional experience from the store manager, ****** the assistant manager, to the delivery team. When I reached out to ******, number he gave me ************ and ******* ************, never heard back from anyone. So I was forced to remove them myself and corrected there mistakes and damage to the walls. Horrible experience from each channel. Run it any other furniture store besides this one and save yourself money and aggravation.

  

  Business response

  12/08/2023

  We apologize for the delay caused by an issue with the delivery truck.  The delivery was moved due to the issue to 11/20.  We already issued a $340 credit as a way to make up for the 3 day delay, which has been utilized.  If there are any damages that need to be addressed to the consumer's home, we will have the delivery company contact the consumer to take care of it as well.

  Customer response

  12/08/2023

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

  Customer response

  12/11/2023

  Charged for delivery. Came days later. Refused to remove mattresses, incurred additional costs. Salesman assured it would happen. Did not put on the mirrors on the dressers. Unbelievable 

   

  

  Business response

  12/19/2023

  We have already credited back the consumer's delivery charge. If there are any property damages that still need to be addressed, we can file a claim to have those resolved.

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I went into *** Mills to check out the dream cloud mattress. Our sales man was ******, he failed to mention it was his first day on the floor and he were his first customers. As we are trying out the mattress he has us try about 4 different mattresses that were out of our budget. He continues to tell us if we dont like the mattress we have 90 days to return the mattress. This made us feel comfortable with our purchase. He even threw in a free pillow in there (sorry he said he would give us a free pillow and didnt give it to us until I went back for it)We didnt move into our new house until a month after. Once we finally slept on the mattress it was not as comfortable as I remembered it to be. Two weeks had passed I was having neck and back aches. I even went back to get the pillow (not the free one, the $200 pillow he insisted was essential for great sleep with a new mattress) it didnt work. When I was at the the store the manager ***** helped me as well. I told him I use to work in timeshare and he tried to recruit me. As I was leaving the whole store waved and said my name. The next morning I called the store because the pillow was not the answer to my prayers. I called the store asking to return the mattress and they said I didnt purchase a mattress protector so i was not in the 90 night trials. NOBODY told us we had to buy a mattress protector if that were the case we would have purchased. I texted ****** and he never responded l, I called ***** at the store he said he was going to see what he could do and give me a call back. HE NEVER CALLED ME BACK. Stay away from this store the sales men are literally only looking for check and will do anything to get it. Like leave out valuable information. Now Im stuck with a mattress I hate and experiencing horrible neck and back pain. I just bought a beautiful home and I have to sleep in my guest room because my mattress is HORRIBLE. stay away

  

  Business response

  11/30/2023

  We are truly sorry that there was confusion on how our 90 Nites policy works.  The requirement to purchase a mattress protector will be waived for this consumer and they can proceed with a 90 Nites reselection claim if the consumer would like to.  Details on this policy are located here at this website. ***************************************************************************************

• Initial Complaint

  11/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We spent $8757 on a dinette and a king *** set. They called my husband just before delivery one week later and said one of the globes on the headboard had broken in the warehouse and do we still want the furniture. They said the globe would be delivered the following week.we went up there the following week and spent another 750$ My husband told them yes we want it and instead of delivering one globe they can just mail it directly to us. We had furniture 3 days and loveseat to the dinette broke and one of the nightstands was delivered with a non working charger as well. They scheduled a replacement delivery for one month later. Oct 26 they did replace dinette seating and the nightstand however still no replacement globe for the nightstand/headboard piece which makes no sense when they delivered a new nightstand. I have called and emailed but they are not responding. I attempted to update my yelp review today and it seems as if *** mills has blocked me from updating or adding a new review. When searching yelp to add a new review it comes up as no business found. Today we went and purchased 2 new globes so that they would match and our set is complete. The price for 2 globes for the *** was $*****. I have the receipt as well as photos and request to be reimbursed. We are only seeking the replacement globe cost *****. It has been over 60 days since original purpose and no response from the company.

  

  Business response

  11/27/2023

  We are truly sorry for the issues that the consumer experienced.  We did have replacement globes on order, but have not received them from the manufacturer.  Reimbursement for what the consumer purchased is absolutely approved.  I will have the credit created and will have the consumer contacted to refund the $42.58.

  Customer response

  11/27/2023

   
  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

  10/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We purchased a bed with a base on 10/13/2023. It was delivered to us on 10/18/2023. The base quit working on 10/19/2023. We attempted to call the Temple location and was answered by ********. We asked to speak to someone in Temple and was told that all service repairs requests goes through ********. We didn't buy from OK but we have to deal with OK. We were told a new base could be delivered on 10/24/2023. We asked if they could make it after 5 since we both work and cannot miss another day so soon to the day we just missed for delivery. Of course we were told NO! We had to be available when they call to deliver. We were then told that if we couldn't be availed that we could go pick one up from another *** Mills in another city. Then we could have the frame but have to set it up all by ourselves. The frames are very heavy and many wires underneath them. We are now left not knowing when we will get the frame replaced and *** Mills is doing nothing but sitting on their hands and the inconvenience is on the consumer.

  

  Business response

  10/23/2023

  As the consumer stated, we have agreed to replace the **** Base that is having an issue.  Our delivery teams are not able to guarantee specific time frames due to the number of deliveries and wide area of locations that we deliver.  The exchange is setup for delivery on 10/25.  We provide a 2 Hour time window the day before and also send a Live GPS tracking link the morning of delivery.  Anyone of the age of 18 can accept delivery.  If a different day has more availability to receive delivery (Saturday), we can move to that date.  Please contact our delivery department directly at ************ if we need to arrange this further.

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased furniture many times over many years from *** Mills in ******* ***** with no issue. I have furnished several households with *** Mills furniture so when in November of 2021 I had no issue purchasing a new loveseat with them and using the store credit card. I purchased a loveseat and a rocker that day. The same day we took the furniture home, the loveseat would not stay latched closed and would not manually open. We called the store and they asked us to return it the next day. We returned next day and the company gave us a new loveseat of the same brand. We had this loveseat worked on twice by *** mills store in the first year for the frame and the latches on the sides automatically opening at any time but not actually opening when you try to open it. After the year in store warranty, the conditions continued and continued to degrade. When we attempted to make a claim on the extra insurance we purchased, we waited 4 months for someone to come and look at the loveseat. When they did we waited another 2 months for someone from that furniture insurance to contact us and tell us the issue isnt covered under the insurance we purchased. I feel like this sofa was built wrong and had issues from the beginning. I desire for my balance with *** Mills to be zero considering I can not sit on it and it looks terrible with cushions and frame breaking down.

  

  Business response

  10/17/2023

  The claim that was opened with Furniture Care Protection was denied due to accumulation of issues rather than reporting them as individual issues.  The initial claim in June of 2022 resulted in a replacement of both reclining mechanisms.  The new claim began in August of 2023, outside of the manufacturer warranty period.  The consumer can discuss the denied FCP claim with them directly at **************.

  Customer response

  10/17/2023

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

  The issues were not spaced out over time, they all started happening as soon as we brought the furniture home, they did not accumulate over time. 

  We did discuss the problems with the furniture protection personally, many times. I believe the brand is faulty and that *** Mills should stand behind

  the furniture that they sell. 
  
  Sincerely,
  
  *********************

  

  Business response

  10/23/2023

  We cannot make a determination for FCP.  If the consumer would like to pursue repair through *** Mills Furniture directly, we are able to obtain replacement parts however labor would be at an additional charge.

  Customer response

  10/23/2023

  
  Complaint: ********
  
  I am rejecting this response because: I do not believe I should have to pay for labor to fix a sofa that is defective. The entire sofa from 

  the reclining mechanisms to the sofa material is defective from the day we brought it home. *** Mills has always sold nice, long lasting

  furniture and this particular brand is not of that quality. I am disappointed with it entirely.
  
  Sincerely,
  
  *********************

• Initial Complaint

  10/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a expensive mattress from *** Mills in January of 2022. Almost immediately after purchasing the mattress, I felt the mattress was defective and contacted *** Mills within the first month. when laying on the mattress, it would sink down almost 4-5 inches and when rolling over it felt as if I was rolling uphill and my feet were higher than my head. I contacted them and they recommended due to the newness to allow a bit more time to let the mattress "settle after shipping". I did this. Now after 18 months, my significant other and I tried sleeping in the bed together and when he lays on it, his side sinks and my side blows up and I am being catapulted out of the bed like a air mattress! I contacted *** Mills with the complaint again, they sent out a gentleman, he measured with a string across my bed, took pics and sent in my warranty claim. Then I get an email from *** Mills that due to my body side or weight (I am not a large woman!) that mattress will "compress and this is normal" Claim denied. I have a 15 year warranty on this mattress, and it didn't even last 2 years!!!!!! Contacted *** Mills and it took several days for a call back and then I got the run around about there is no warranty through them just through the manufacturer. They took absolutely no pictures of when I lay in the bed and sink down 5 inches or when I roll over it's completely uphill. They took no pictures of the mattress material wadding up inside the mattress around the edges or the of the way the mattress slopes with no one on it! The guy took pictures at angles that show nothing is wrong. I asked him if he was going to take pictures of me in the bed to show the issue that I was having and he said they didn't allow him to do that. He ran a flashlight along the edge and said you could clearly see the sloping and mattress defect, but he said they don't allow him to video or take pictures of that either! This mattress is HORRIBLE AND SO IS THE SERVICE/WARRANTY!

  Customer response

  10/02/2023

  Yes I purchased the mattress in January of 2022 and it comes with a 15 year warranty.

  

  Business response

  10/09/2023

  A technician was sent to the home to collect measurements and inspect the mattress.  After inspection, no defect was apparent.  Reviewing photos of the impressions, none satisfied the minimum requirement of 1.5 inch impression.  The warranty remains on the mattress but must meet the minimum requirement before an approval is possible.

  Customer response

  10/09/2023

  
  Complaint: ********
  
  I am rejecting this response because: The problem with the mattress started at the beginning of my purchase. I contacted the business within 3 weeks with the same complaint I have now. The problem I have is that measurements were not taken with a person lying on the bed. There is no visual defect. If the person is not laying on the bed. The bed sinks significantly when you lay on each side and when there are two people in the bed one side catapults the other side out of the bed. I explained this whenever I made my complaint when I first purchased my my mattress. Yet no one cares to take measurements of that defect less than 18 months after I purchase the mattress. If you want to get accurate measurements, maybe you should take accurate real life measurements.

  
  
  ********************************************

  

  Business response

  10/17/2023

  Measurements of the mattress were taken by a technician that was sent to the home.  These measurements are in accordance with the manufacturer's requirements.  After sending all information to the manufacturer, it was determined that this does not meet the minimum body impression to be classified as a defect. 

  Customer response

  10/17/2023

  
  Complaint: ********
  
  I am rejecting this response because:  The manufacturer and *** Mills do not want to address the issue. I believe if you purchase a 15 warranty it should cover the mattress for 15 years from defects, consumer in the bed or out!!! Who the h*** buys a mattress to look at it!!! It's made for sleeping in. Your measurements should be with the consumer on the mattress if that is when the defect occurs! I WILL NEVER EVER BUY ANOTHER SINGLE THING FROM THIS STORE!!!!!! If they don't stand behind their products they sell!!!!!!

  
  
  ********************************************

• Initial Complaint

  08/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased two recliners from *** Mills Furniture on January 27, 2023. On March 16, 2023, one of the chairs broke. I contacted the Warrantee company and filed a claim, submitting pictures of the damage. On March 24, 2023, a repairman assessed the damage and ordered a replacement part. Since then, we have only been told that the manufacturer is working to replace the part and we will be notified when the part is available. We paid $1,432.32 for the two chairs and the warrantee. *** Mills Furniture has no refund or replacement policy. Since the warrantee is worth nothing, we would like to get either a refund or a replacement.

  

  Business response

  08/29/2023

  The claim on this chair is being handled via the manufacturer's warranty, not using the SmartBuy warranty the customer purchased.  Parts for this manufacturer are shipped on a container vessel from overseas and have hit many delays.  Current ETA for these parts are 09/15/23.  This is a discontinued item, therefore no replacements are available.  We are tremendously sorry for the delays from the manufacturer.  If the part has not arrived by 9/15, we will procced with a reselection. 

  Customer response

  08/30/2023

  
  Complaint: ********
  
  I am rejecting this response because:. We have been told all along that the part would be available in two to fourteen weeks.  This information is incorrect but they stand by it.
  
  Sincerely,
  
  ***************************

  

  Business response

  09/13/2023

  The parts have not yet been received and will be after the 9/15 date agreed to.  We are authorizing reselection for you and will be in contact via e-mail with next steps.

*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. ↩