Bob Mills Furniture — Attraction in Temple

It's a long review, possibly entertaining, but need to know information.

Buying the furniture was easy. We bought a couch, love seat, and an armchair. I was a leather set with the power reclining option. It was a lot of money, so it made sense to get the warranty. After a couple of years the love seat started to lean outwards a lot so I started the warranty claim process. The current date is December 21, 2023. I initiated the warranty on October 14, 2022. The parts arrived at my house on or about mid February 2023. I called the company to let them know the parts arrived and I needed to schedule a time for the technician to install the parts. The technician came to my house in May 2023. He looked at what needed to be done and says that he will need to call his company because they didn't allot enough time for him to finish the job. He tells me the company will call to reschedule with a longer appointment time so he will be able to complete the job. I forget about the call I am supposed to receive until the first week of December 2023. I give them a call, and after a lot of explaining of what is the situation, I am able to schedule an appointment for December 21, 2023 from 3pm to 7pm. The tech gets to my house at about 4:40pm, looks at what needs to be done, and tell me he needs to call his office. Then he tells me that he will need to come back tomorrow so he has more time so he will be able to complete the work. LOL.

After he left, I decided to take a stab at changing the reclining mechanism they had sent to my house. It took me all of 35-40 minutes to completely change everything out and put the loveseat back together. That time included me staring at the chair long enough to figure out what I needed to do, making three trips to the garage to get tools and zip-ties, and more staring to figure out what the next step should be. I mention all of this because if I knew what I was doing, this is a 15-20 minute job.

There's another issue we have with the couch, so when the tech comes tomorrow, he can fix the issue on the couch. But, if he can't do the work tomorrow, I'll probably figure out how to fix it myself.

Update: it's "tomorrow" of the original post. 11am came and no one showed up to make the repairs. I ended up going into the couch and fixing the problem. This one was a different kind of repair, but I knocked it out. Luckily, I have an air brad nail gun and an air stapler. Probably took me about an hour from start to finish. Had to remove a ton of staples, a lot of the outside cover, and then nailed a piece of wood that was under the cushion that held the springs up.

Update 2: I received an email to re-reschedule the appointment for January 8th or 15th. I really wanted to schedule the visit to let them know I repaired it, but didn't want the tech to get paid the hours because the job is completed.

I closed the claim out, and I'm hoping I can start another warranty claim again. LOL

A year is a little too long for a warranty issue to be open in my opinion. So, if you get the warranty at Bob Mill's Furniture, prepare yourself for the worse and hope for best.

I think Bob Mills Furniture should let its customers know the warranty they are selling takes at least 6 months until the first repair tech shows up and possibly a year to find out you will probably need to make the...

To say this experience has been less than expected is a major understatement. We used the Bob Mills sleep spa to help decide the perfect mattress. We spent at least a couple of hours that day deciding which model was best for us. A Dormeo was what we chose because of the floor model. The one we received was nothing like the floor model. The sales person even came to our home and said that it was nothing like the display. We made the decision to try to take longer (as they suggested) to see if it will work for us. It has been a month and it is no better. The manager suggested that we “JUMP AROUND” on the $3000 mattress to help “break it in”. Not to mention how insane it is to have to walk around on a new bed in the hopes of making it better. They do have the 90-day mattress return policy. It would cost us $300 +delivery to exchange the mattress. The bed we received is nothing like the floor model. The manager told us there was no way that the mattress could be a defect because he spoke to the manufacturer. Um, just add the manufacturer to the list of places that never make mistakes… (THERE IS NO SUCH LIST) Stuff happens. We get that. We also purchased the Bedgear pillow x (2). The pillows are HORRIBLE and of course non-refundable. (OVER $300 worth of uncomfortable pillows) makes me sick thinking about all this money down the drain for us but more money for them. I know it sounds IGNORANT to purchase pillows at that cost but was desperate for a good night’s sleep. I have always been a firm believer in “you get what you pay for”. THAT RULE DOES NOT APPLY HERE. The manager acted slightly concerned over the pillows and gave us two more pillows for “free” (less expensive options) that are no better. The $10 pillows at Sam’s Club are better than these. We also purchased a recliner that was back ordered. We ordered the first weekend of March and were told it would be the beginning of April for the recliner. Then I receive a call today saying it will be at least April 21st. Again, I know stuff happens but everything with this experience has been a bad joke. The store manager should have immediately wanted to make this right. (At no cost to us, even if it was a loss on their end) If he had made a sincere offer at making this right, we would have been repeat customers for years to come. They would have more than made that loss up. I know losing one family will not affect their business but I just wanted to let other prospective buyers know what can happen! I LOVE the salespeople. I love that you’re not stalked while looking around the store. I love the choices for the most part. I hate that this was our experience and will never do business with any Bob...

We have had a terrible experience at Bob Mills. It all started when we bought our couches almost 4 years ago. They are flex steel which was highly recommended in the store. We have an issue with one of the recliners malfunctioning and when we contacted Bob Mills they told us Flex Steel is no longer a vendor of theirs due to quality issues. We were then referred to flex steel who in no way has had any intention of repairing our couch. I mean, why would they? They didn’t sell us a warranty - Bob Mills did! Mind you, we are still paying on this couch that has an invalid warranty. A few weeks ago we went in to the store to look at mattress’s and to buy a specific dining room set. At this time Austin the salesman spoke to my husband explaining how they could make things right with the couch - this was his approach to selling us a mattress! When my husband decided to only buy the dining room set that was on sale talks of making things right with the couch seized. The dining room set came in and when we got it home and started to put it together it was defected. On one of the chairs it would not take the screw and another one of the chairs was split where the peg goes in. After calling and getting a run around with their needing to file a claim system the manager Garrett finally got on the phone and proceeded to help us. Garrett agreed to exchange the set and when it came in he agreed to put the chairs together and we could pick it up. Again we got it home and one of the chairs is completely wobbly. We took the chair back to the store which is a half an hour away and the solution we were met with from Gary who was on his cell phone was to exchange it out with one of the chairs on the display set. By this time we are just DISGUSTED and chose what we thought was the best looking one of the four and came home to find the wood is split underneath. It’s to the point of we don’t even know what to do next! We don’t feel we should have to go through a claim process and this should be handled immediately. We have yet to get a complete brand new flawless dining room set that we are paying for! We will NEVER go to Bob Mills again and plan to recommend highly to everyone we know NOT to even give them a try! The dismissing of the importance of giving us what we paid for is unbelievable! This company DOES NOT back their product at all. I’m sure we will get a nice little “sorry about your experience - please reach out to the number below” I plan to reach out much higher than that. My apologies for such a long review but my hope is that no one else has...