Bob Mills Furniture — Local services in San Antonio

Update: After sharing our experience, Kyle, the store manager, reached out to us directly. He took the time to address our concerns and went above and beyond to make things right. We appreciate his effort and commitment to ensuring a positive outcome for us as customers. We would recommend dealing with him at his store! Changing star rating from 1 star to 4 stars!

(Original review below)

We recently visited Bob Mills Furniture in search of a couch for our media room. We initially were over in the area to go to LazyBoy but stopped into Bob Mills first. We found a couch we liked and opted for the floor model since not all three pieces we needed were in stock, and ordering new would take too long. (Keep in mind, this couch cost multiple thousands of dollars, making it far from a small purchase.) Throughout the process, we were repeatedly assured that the couch would come with the standard Bob Mills warranty as well as the manufacturer’s warranties (5-year frame and spring, 3-year mechanism, and 1-year cushion, fabric, and motor). Additionally, a visible stitching issue on the couch was to be repaired before delivery. We were deceived.

Our experience from that point forward became frustrating and disappointing. First, we never received the promised text message nor call to schedule delivery. Instead, we had to make multiple calls just to get the delivery arranged. Even as late as 7:00 PM the night before the scheduled delivery, we still hadn’t received any confirmation on the stitching repair despite numerous calls and attempts to speak with a manager or sales agent who could provide clarity.

After the couch was delivered, the issues continued. Over the past few weeks, we’ve reached out multiple times—both via phone and email—to our sales associate, Horace Henderson, the store, the store’s managers, and even the corporate office. Only recently did we learn that, contrary to what we were repeatedly told by that manager and our sales agent at the time of purchase, the floor model was sold as is and does not include any additionally warranties (Bob Mills nor manufacturer’s warranty.) This was NEVER disclosed to us, even though we spoke with both our sales associate and a manager who explicitly assured us that both warranty coverages would still apply.

Being misled into purchasing a piece of furniture under false assurances is unacceptable. Had we been given accurate information, we could have made a fully informed decision. Instead, we were left dealing with broken promises, lack of communication, and a frustrating back-and-forth with customer service.

After all of our calls, messages left for call back, and multiple emails sent directly to Horace, I have received ZERO communication back. We cannot recommend Bob Mills Furniture based on this experience, as transparency, communication and customer service are severely lacking. If zero stars could be given, that is the rating we...

I purchased a sectional from Bob Mills in San Antonio near I-10, and the experience has been incredibly disappointing. When I bought the couch, I was promised that if they didn’t deliver it within 28 DAYS, the sectional would be FREE. However, what happened was far from that…

They delivered only half of my sectional, along with a completely DIFFERENT CHEAPER COUCH. The reclining portion, which was the most expensive part I paid for, was missing. The delivery team didn’t even attempt to install it, making the excuse that the room was way too small. It seemed like they knew the delivery was wrong but didn’t want to take responsibility.

I spent hours trying to resolve the issue, and all they offered me was a refund for delivery and $100. What I really wanted was at least half of the amount I paid, since only half of the sectional was delivered (I spent $5,567). They refused, claiming that two pieces had been delivered before the 28 days passed, so they wouldn’t give me a refund.

What it sounds like is that they probably didn’t finish it in time. So they intentionally provided only half of the sectional and a completely different couch as an excuse to avoid honoring their promises. The "28 DAY guarantee" they advertise is just a trick to get you to buy, with schemes if they can’t deliver on time.

What frustrates me even more is that I had to pay it all upfront without credit bc it was a special order. Now I’m taking care of a couch that is not mine… all while I wait for the remaining part of my sectional, n who knows when it will actually arrive. So not even a compensation for waste of space in my living room, of an out of place couch that I have to maintain without any damages. They have me literally BAYSITTING A COUCH! So I can get the reclining part of my sectional. That’s just crazy!! The lack of proper compensation for the time that I had to wait on them to be off lunch so they could address my issue and resolve their mistake. They admitted to their mistake to me multiple times and they don’t care because they don’t have any consequences.

In the end, this nearly $6k purchase has been the biggest inconvenience I've ever experienced. Bob Mills has failed to keep their promises, failed to deliver what I paid for, and provided no meaningful compensation for their mistakes… I’m still waiting for the other half of my sectional. -_-

First pic- is half my sectional Second pic- is the other couch that doesn’t recline and doesn’t even attach to...

The quality of the furniture is by far a very strong and sturdy product. However, the process of sales, customer service and delivery is a joke and give them 0 stars if possible. We were in process of building a home so we went in with plenty of time to shop, deliver. We fell in love with a living room set. Given the timeline we were facing, we decided to wait . The following week we received a call from sales guy. He stated because of tariff going into affect, the price of living room set would definetly be much higher cost. He offered a lawayway program whi h would give us 3 mths to lock in price to include deliver charge. We decided to move forward. In end of May beginning of June we had mived quickly with the building process, so we went in and informed him that we would pay off the layaway and schedule delivery. We learned then the original sales guy was gone. New sales guy took over account but couldnt find All of the order. The original sales guy split the order in 2 sales tickets. We ask if ALL of the pieces were available . He assured us we would get them delivered in less than 2 weeks. We told him that if items were not available we would go with different living room set. We were hosting many events in our home and did not want to be without furniture.He assured us EVERYTHING was in stock. Chair and half, loveseat, couch, ottoman, rugs, cushions, this was in June. Now we were in August 10 and still missing items from purchase. Won't say entire story cuz you will be reading a while, but we went from getting text saying Your furniture will be delivered next week. I spoke to the general manager and he is bringing in items from Kansas City. ITEMS didnt arrive in our warehouse...etc.. etc... etc... Guess what?....price of living room set NEVER had a price change cuz of terrifs....that was a lie and bait to make a sale. .....Here we are in Sept and we still missing cushions. In order to cancel sale. You have to cancel it within 14 days, i believe but itens were suppise to be delivered on 15 day. They also charged us for every delivery they made even though it was their fault that they could not deliver ALL of items at once. Are we going back to Bob Mills...ABSOLUTELY NOT... would I recommend them NOOOOOOOOOO. #BOBMILLS we wont be returning customers. DO NOT BUY FROM THEM.... they will say ANYTHING TO...