BILL COX FURNITURE AND DESIGN — Local services in Maryville

My Experience at Bill Cox Furniture Maryville:

I ordered a couch from Bill Cox Maryville the week before Christmas 2020. I paid $1,800 as a down payment on that couch.

The last week of Feb. 2021 I called to check on the couch status. The guy who answered the phone looked it up with the manufacturer and said the couch was not in production yet (8-9 weeks after ordering) and that it was estimated to be ready in mid-April. I asked what needed to be done to cancel the order so that I could find something available sooner locally. He told me I couldn’t cancel but that I could call and speak with his boss, Bobby Cox.

I called to speak with Bobby about canceling. He told me he would look into it and call me back the next day. He never called. So I called him back again to check on the cancelation. He said the order could not be cancelled. I asked why and he went into an explanation about COVID, their suppliers, etc. making orders take longer. When I told him I had been informed the couch hadn’t been started yet, he told me that the fabric for the couch had been ordered (not used, but ordered).

We went back and forth and Bobby was given every opportunity to do the right thing and refund my money. In the end, he chose to charge me just shy of $600 for the unused fabric and refunded the remainder of my $1,800 down payment.

I do not discredit that COVID has impacted production, shipping and overseas suppliers. It’s the world we have all lived in for the last year. But we have also all continued to live in the world where the burdens of a business are not inherited by their customers as an excuse for bad service. The same grace that I extended in waiting for months should be extended back when I decide 4-5 months is too long for me to wait for furniture for my living room.

I don’t do negative reviews of businesses very often, so this is one I thought about for weeks before posting. I own a small business and I am very aware that business owners always have a choice between themselves and their customers. Bill Cox Furniture chose themselves in this situation. They saved themselves $600 today, but they have lost my business as well the business of anyone I interact with in this community who is in search of furniture. I’m not knocking their beautiful showroom, their selection or the quality of their furniture. But buyers should beware that they can be extremely difficult to work with and will look out for themselves when push comes to shove. Bill Cox Furniture had a choice, and in my opinion they...

We purchased our couch from Bill Cox Furniture back in October and we are so in love with our couch! The entire shopping experience was really easy, Bennett helped us figure out what shape and size would fit in our space and was super patient and kind while we tried out different couches and took a day or two to decide on one! He had it delivered the next day and the people who delivered it were really great, they were very careful unloading it and bringing it in as well as setting it up. Now that we’ve had the couch for several months, I can attest to its amazing quality! Bennett had mentioned the material and fabric would be great for family and very resilient but you don’t know until you have it in your space for a while. We chose a cream color and I was nervous at first but this thing still looks brand new even with 2 dogs, a cat, and a toddler running around. The cushions covers come off and wash super easily. Overall we are so happy with our chose and would absolutely purchase more pieces from Bill...

I ordered a flex steel recliner with a custom fabric from the Maryville store and it arrived and loved it but the fabric started to look worn and and lifted, I called the store and the gentleman came out and looked it over and said I He would contact the manufacturer, I told him I wanted the chair reupholstered or another recliner and even my money back, after a couple of weeks I had to call the store and the gentleman told me the manufacturer said to come and use a fabric shaver😳 this is the result, not pleased at all and a fabric that will only get worse this chair was just bought in February imagine a year or...