Bob Miller's Appliance and Mattress Showroom — Local services in South Bend

UPDATE (4/28/21) SEE ORIGINAL POST BELOW

After having a terrible experience (original below) the owner reached out to us to make things right and offered to buy us a dishwasher from the store we found that was able to deliver quickly. While we did decline them purchasing us an entire dishwasher (on top of a refund for the original dishwasher order), as that didn’t seem quite fair, they did refund not only our payment for the original dishwasher, but also the cost of the warranties we purchased (approximately $700 over what the dishwasher would have cost from them). While I am still somewhat disappointed that the situation escalated as far as it did before someone intervening, they did work hard to make things right, and I will give credit where credit is due. We will still need to think long and hard on whether we’re comfortable ordering from them again when we build our new home, but they did take the steps to ensure we were satisfied with the final outcome, and I appreciate that. I also 100% recommend the Bosch 800 series! We do love the actual appliances! Hopefully the dishwasher from the store we ordered from will be in quickly!

Original: (Edited due to character limits)

The first call we received was far quicker than we thought, we were informed all of our appliances were in except the microwave, we thought, ‘great! We’ll get the rest of the balance paid and get delivery scheduled!’

Upon calling back, we were informed that the microwave was in, however, the dishwasher wasn’t. Bummer, but regardless, we could get everything else delivered and hold up on removing the dishwasher we currently have.

The third interaction we were informed that actually, everything was in! Fantastic! We scheduled the delivery for a few weeks later.

We were supposed to receive ALL of our appliances today, my partner uninstalled all of our current appliances minus the fridge- and if you’ve ever done this yourself, you know that the dishwasher and range specifically aren’t fun appliances to have uninstalled (with the water line, gas line, etc etc) but, a couple days? We could deal with it (he uninstalled them on Sunday for a Tuesday delivery)!

I received a call yesterday, while I’m at work, after noting on the order to call my partner with any delivery questions/comments/concerns, am unable to listen to the message, as I work with children, so forward the information that they had called about the delivery, again, and if he had a minute to call and see what was going on.

24 hours prior to our $8000 appliance suite being delivered, after removing ALL the other appliances, we were told that the dishwasher, is in fact, on back order.

As a recap, first they claimed the microwave was on back order, then the dishwasher, then everything was in, and 24 hours prior to delivery, the dishwasher is magically on back order again.

Quite frankly, neither of us would have been mad had we needed to push delivery back. We wouldn’t be mad if we weren’t given multiple different answers about the appliances, which ones were and weren’t in. We wouldn’t be mad if we had been given more than a 24 hours heads up that, hey- by the way, we don’t have your full order. This is ridiculous. We ordered the suite on March 5th, today is April 27th, we scheduled delivery on April 10th- 16 days they had to inform us that our order wasn’t in! They completely failed to do so!

So instead of enjoying our new appliance suite, finally, we had to cancel the dishwasher completely due to it not being in (earliest) until the end of May and unless we wanted a totally different brand of dishwasher, we had no other options. We get to drive and call around to be put on yet another waiting list for a dishwasher we were informed was in, twice, to be told the day prior that it wasn’t. However, at this point, if we weren’t so sick of our current fridge, we wouldn’t be getting anything from...

Buyer be aware. Care from installers is greatly lacking. We went to Bob Miller's based on the impeccable reputation of the previous owner, Bob Miller. Unbeknownst to me, Bob Miller has retired, and his son has taken over the business. The purchase was made November 2021, and installation could not occur until Jan 7, 2022. This was somewhat understandable due to COVID. Jan 7, 2022 two installers arrived at the stated time. Installer A began work under the kitchen sink and quickly reported that he could not turn the shut off valve to the old dishwasher due to corrosion. I suggested that this installation be rescheduled in order for me to hire a plumber to come replace the valve. He insisted that the job could be done by shutting off the main valve. I again suggested/requested that we reschedule and have a plumber come inspect and replace any/all corroded valves. He refused the suggestion. Meanwhile Installer B went to turn off the main valve. Installer B shouted up that he had turned the main valve off. Both home owners immediately turned on faucets to ensure that the water was turned off. Irregardless of the home owners loudly and clearly stating that the water was NOT turned off, Installer A proceeded to disconnect the old dishwasher from the water line. Water GUSHED (their word from their report) everywhere. Water damage was done to kitchen cabinets, floor, lower level ceiling tiles, and lower level carpet. The matter was finally resolved at the end of April 2022. The installation, needed to be rescheduled any way... . and could have been done so without any damage to our home. The incident happened on a Friday. No call from Bob Miller's management or owner on Friday afternoon, Saturday, Monday or Tuesday. Tuesday afternoon, I called them. The owner had seen the report, and I was offered a fan to dry out the lower level carpet. Bob Miller's may sell quality products, however their customer service is...

Pay attention to the details of the one-star reviews here. They offer valuable details about shopping at/working with Bob Miller's. Like many of those reviewers, I've spent thousands of dollars over the years at Bob Miller's and I shop/buy local when possible.

My refrigerator died. My intention was to go to Bob Miller's and buy a refrigerator as efficiently as possible. What followed was a Lemony Snicket Series of Unfortunate Events. Boring details. The "in a nutshell" is here:

The end of a crazy day that started with a call that they couldn't find the refrigerator I bought was that multiple Bob Miller's employees indicated I was supposed to have known I should have provided my door measurements (although no one ever asked me for them and all other appliances I've purchased over the years, including a refrigerator, fit through my door).

Each phone call with each person throughout the day was a nightmare. Communication was poor, commitments to call me back with the information I needed were never kept and I felt like every person I spoke to was blaming me for their errors and lack of follow through.

I asked to cancel the sale and first who tried said the return wouldn't go through. He said he'd try again first thing the next day. That also didn't happen until I spoke to a manager the next day even though I clearly told the first person I would be purchasing a refrigerator elsewhere.

I'd rather build my own refrigerator than shop at a big box store, but after this experience, where my trust with Bob Miller's was broken again and again, I can't go back.

I guarantee someone from Bob Miller's will respond to this review with something like, "We're so sorry you were disappointed... Please reach out to us..." I already have, it was...