Bob Mills Furniture — Local services in Midland

In the store, I tried the "Bed Match" machine, after doing so the salesman (Adrian Lopez) showed me a few mattresses that were near what the machine suggested to be my perfect mattress. After telling him what mattress out of the few I preferred he began to write up the ticket, not knowing the total amount while I filled out other necessary paperwork. Adrian comes back with a total that was just shy of $10,000 (bed set, "free" pillow, mattress protector, and the mattress I picked out). Alarmed at the total price, I walk back to the beds where I find the price of around $6,500 for the mattress and foundation. Feeling trapped I decided I would go along with it hoping it was a great purchase, all the while "knowing"(being lead to believe) I could return it within said amount of days if I was not satisfied. After receiving the mattress and sleeping on it for a couple of weeks, I found that the mattress, which is a Sleep Spa, did not sleep as cool as Adrian expressed when selling it to me. I called to see if I could return the mattress and have the amount removed from the total that I owe. Turns out, Adrian failed to mention that if I "purchase" the mattress there is no returns and that I am in fact stuck with that price no matter what, even if I do a one time re-selection. Confused by the blindside and after talking to numerous people inside the company, even if I were to reselect a cheaper mattress it will not change the total price I still owe ($6,500). Being that the mattress is the second most expensive in the entire store, if I were to want to reselect say a $1000 mattress as my one-time re-selection, I would still owe Bob Mills $6,500 total. Im sure somewhere in fine print they cover themselves, but I have yet to read in any of my paperwork where there is absolutely no returns and that I would be stuck with that price no matter what. I, along with another couple I was there with, who also purchased the same model mattress, were never informed by Adrian that they would be locked into this purchase. They are now in the same situation I am in and are attempting a return as well on the mattress, which was delivered to them with stains on it, and after a month or so has yet to be replaced by Bob Mills with a new mattress. Customer Service across the board is terrible, the terms and conditions in regards to there mattresses should make any future customer hesitant on wanting to purchase form Bob Mills. Also I recommend Denver Mattress, Ken is very knowledgeable over there and did not try to hide any of their terms and conditions...

RETRACTING PRIOR REVIEW: I made a review immediately after purchase- wow, was I duped! Went to Bob Mills for a mattress because of the bed selection system that helps you pick out the best bed type for your body. Wish I had read these other reviews first. At the time, I thought my salesman, Zac Sullivan, was great but he ended up being dishonest and untruthful. The bed wasn't at all what I told him I was wanting- supportive but cushy- and he only showed me two versions of the same mattress. I thought that was my only option. (It wasn't. They actually have a bed that is exactly what I was wanting but he didn't bother showing me.) There have been nights that I woke up with hip pain on a $7000 mattress! Something is wrong with that. To make it worse, I was completely lied to about the Ninety-Nites warranty as well as the finance plan (was told it was zero interest for 60 months, it isn’t). After a few nights on the bed I knew it wasn't what I had asked for at all and I went to the store. The manager explained that it would take a while to break in and asked I give it more time. I gave it another 4-5 weeks and I can't do it any more so I went back to the store and asked for Zac and was told he no longer works there. I was sent back to the manager. Results: I can't simply return it as I was lead to believe. I have to exchange it for a bed of equal or greater value and pay a 10% restocking fee and another delivery fee!!! None of that was said at the time of purchase! I'm the one penalized for a bad salesman. I feel like I've been sucker punched. UPDATE: While the customer service department in Oklahoma City wasn’t all that much help, the local store managers were. Devin did his best with what he could. I didn’t realize what all he was trying to do because he didn’t share it with me. He only gave me a dollar amount that I would owe for the mattress I was exchanging for. I would encourage him to let his customers know the details. It would reduce our frustration and allow us to fully appreciate his efforts. If you shop there, ask for Sheila, she will make sure you have a much different...

We purchased several pieces of furniture from Bob Mills (Midland, TX) on Saturday, including a Spencer 80" TV Stand, two Homes Relax recliners, a coffee dining set, and the Frank Serena loveseat and sofa. While the sales associate, Michael Galindo, was polite during the sale, we were extremely disappointed with the lack of transparency and follow-up afterward.

A $500+ “Smartbuy warranty” was added to our order without being explained to us. When we called to have it removed, we were promised multiple times that it would be taken care of and that we would get a call back. We never received any calls. We had to make several phone calls and visits to the store before finally speaking directly to the manager, who processed the refund just before we arrived. This was five days after we initially contacted Bob Mills, requesting the charge removal.

Delivery has also been a frustrating experience. We were assured our living room furniture would be delivered on Friday, September 5th, and the remaining pieces on Tuesday, September 9th. We specifically scheduled time off work for the September 5th delivery. However, we didn't receive a phone call informing us that the delivery had been changed. Instead, when I checked the tracking site Thursday evening, it showed that our living room furniture was rescheduled for Tuesday. When I called customer support, they could not provide details beyond what the system showed and recommended I contact our salesperson, Michael.

The lack of honesty in adding charges, the poor communication, and the absence of follow-up from both the salesperson and management reflect poorly on Bob Mills’ customer service. Once the sale is made, it feels like the customer is no...