Mitchell Gold + Bob Williams Furniture Outlet — Local services in San Marcos

Very Poor Customer Service

I called MGBW outlet store few weeks ago asking if they have beds for sale. I was informed that they have LA bed for sale which I had liked when i visited their store in Domain.

I asked the condition of the bed if there is any damage or any parts missing before I commit to purchase it. I was told over the phone by the manager that the bed is in perfect condition and that there are no parts missing or any damage on the bed. After calling them 3 times asking for the condition again and again, I was told that the bed is in perfect condition and the customer returned it because it did not fit in his bedroom. I trusted their word of mouth and paid $3000 over the phone for the bed.

Few days later, I went to the store to check if there are any minor damages or something before, I pick it up. The bed was packed up and kept for the pick-up already. I requested to open up the plastic wraps so that I can double check for any damage or missing parts. At that time too, I was assured by the sales person and the manager that all parts are included and there is no damage. I should be fine. I trusted their words again and paid $300 for the delivery. The delivery people were recommended by the store.

When the bed arrived at home, it had missing screws, Nuts, and center beam leg was damaged. I immediately called them to inform them about broken leg and missing nuts and screws and requested them to either accept the return OR send me broken parts and screws. They told me to call the customer service as they don't have any parts and they sell as-is with no returns

Thereafter I called the customer service people and even emailed them in detail about my missing nuts and damaged leg with pictures but its has been 2 months, there has been no response.

I even called the regional manager Hiep Phung and told him about my frustration with the bed. I have paid $3000 for the bed and I am still unable to use it. It's just lying in my bedroom with a new mattress that I had purchased along with this bed. The mattress is also wrapped up unused because of this bed frame. He was refusing to return and instead sent me an Amazon link with some substitute part for the broken leg. He also told to go myself and find some alternative screws and nuts for the bed from Home Depot or Lowe’s. I went there couple of times and I am unable to find alternative nuts and screws. They didn’t even provide me screw size or Nut size so that I can go and find the same size. I have tried few sizes but they don’t fit well. It has been very frustrating experience with this company.

I again contacted the manager in the store to either accept the return or provide me the parts (center beam, slats, and screws) and she told me she is trying to get hold of Hiep and speak with him for the resolution but it has been more than a week I am still waiting

I can't believe how pathetic the customer service is because

They don't want to accept the return after repeated requests cause why should I keep broken bed with missing screws worth $3000+ They are not ready to send me missing screws and a replacement center beam with legs They are unresponsive too

Whoever is reading this message please be extremely careful with this store before you decide to purchase. Once you take the item out then you are on your own. After that if you have any issue, every person I have spoken to comes up with an attitude of...

I had an extremely disappointing experience at the Mitchell Gold + Bob Williams outlet at Tanger Outlet in San Marcos on November 27, 2024. The store prominently advertised a "70% off or more" storewide promotion, and a sales associate confirmed that all items on the floor were included in the discount. However, when I selected a coffee table with a $250 price tag, I was charged $270—the full original price—at checkout.

When I questioned the discrepancy, the staff informed me that the coffee table was not part of the promotion, despite the signage and verbal confirmation. Worse, a male associate rudely dismissed my concerns, mockingly crossed out the price tag in front of me, and sarcastically said, "See, now the price is different." He even laughed at my mention of deceptive marketing and threatened to call security when I tried to resolve the issue calmly.

This experience was compounded by the staff’s refusal to provide the manager's contact information or allow escalation. When I attempted to take photos of the promotional flyers as evidence of the misleading advertising, the male associate aggressively tried to prevent me.

This incident reflects not only false advertising but also a complete lack of professionalism and respect for customers. The staff’s hostile behavior and refusal to take accountability were unacceptable.

I urge management to investigate this store’s practices and ensure that promotions are clear, truthful, and honored. Until these issues are resolved, I cannot recommend shopping at...

Thanks for asking...over a year ago I dropped in but didn't find what I wanted. I did however leave my phone number. Last week, I got a text from Kaelin, who let me know that she had found somethings I truly might be interested in. She sent photographs. I was unable to get out to the shop but we texted back and forth about the products. She talked to her manager and even had even gotten permission to give me a special deal. Now that's service! By the time I could make it to the shop Kaelin was not there. I ended up working with Trinity. She was just as helpful as Kaelin! Finally after seeing everything that the shop had to offer Trinity helped me with a fantastic price that I was comfortable with. How could this be, two great sells associates at the same shop? Before I left I ended up talking with 2 more employees. Each was helpful. Drew, the "muscle" at the shop even went the extra mile and helped me get an excellent deal for my delivery of the furniture. Maybe you think my bill was enormous, it wasn't, but the service I received has made me feel like a VIP. Kaelin just texted me to let me know she found another dining room chair that fits with the ones I bought yesterday. Thanks for the personal service. And thanks to who ever hired this...