Bob Mills Furniture — Local services in Tulsa

Dear Mr. Mill,

I hope this message finds you well. I am writing to provide feedback on my recent experience at your store, which I feel highlights some areas where customer service and communication could be improved.

First, I was not provided with all the necessary information to make an informed decision about my purchase. I was unaware of the "Buy 1, Get 1 Free" promotion, and I wasn’t informed that there were more manual recliners available in-store than the one model I was shown. Additionally, I was told that the store representative assisting me who told me please free to look longer and he could be reach by looking for him if I needed further assistance. However, when I was ready to make my selection, neither I nor the store staff could locate him, and the other employees seemed to be in no hurry to help.

At this point, I would have been happy to work with any other associate, but I was told finally by a concerned female representative that I needed to wait for the original rep to finish with me, as "we are a team." This was frustrating, especially since many employees were standing around chatting since the floor was light with costumers. I had just been discharged from the hospital after a five-day stay and did not have the energy for what felt like a “cat and mouse” game.

Eventually, the manager returned with the young representative and stated that I was "very upset" with him. I clarified to the manager that this was not the case. In fact, it seemed to me that the representative had been assigned to a special task by the manager, which contributed to the miscommunication. Both individuals, in my opinion, missed the mark in providing the level of service expected in this situation.

I had selected a chair, but it would not arrive for six weeks due to being out of stock. I intended to place a 20% deposit to hold the chair, but the store representative mistakenly charged me the full amount. As a result, I had to stay longer to arrange for a reimbursement, which was an additional inconvenience.

As a small business owner myself, I understand that customer service is a key driver of success. I trust that this feedback will be taken into consideration to improve the customer experience in the future. While the representative was cordial, I did not expect such confusion from a high-profile store with television advertising.

At this point, I may find another option elsewhere sooner my old one is just about hit the reddish. Thank you for your time and attention to this matter....

DO NOT BUY THE MATTRESS PROTECTOR FROM BOB MILLS.

When I purchased my mattress in 3/2021 they talked me into buying the mattress protector for it. It was way more than I wanted to spend on a mattress protector but they said if it needed replacing that all I had to do is bring it back to the store and they'd exchange it up to 2 times in 10 years.

Fast forward to last weekend, 3 years and 3 months after the purchase. I take the mattress protector off the bed and the rubber like backing is flaking off in a pretty good size area. I had to vacuum the bed because there were so many little pieces. I take it to the store as I was instructed upon purchase. The store tells me that's not how it works now and I have to file a claim with the warranty department but they'll take care of it.

I take the protector back home to wash and dry per the instructions. Had to also vacuum out the washing machine from all the flakes that came off during the wash. Get the protector back on my bed. I'm already irritated that I'm having to deal with the constant cleaning anytime you move this protector, but hey they're going to replace it and it'll be over with right?

Wrong. I submitted the pictures and everything that was asked of me. The warranty department just called to tell me that my claim is denied that this is just normal for the mattress protector and they will not be replacing it. So I call the store and explain what has transpired since I discovered the issue 5 days ago and the store tells me if they denied the claim that there is nothing the store can do about it.

The rubber is what truly keeps anything from going through to the mattress but apparently to them that's not a problem. I bought my living room furniture with a warranty and my mattress from Bob Mills but I won't be returning if this is the service you get after the sale. Hopefully my furniture doesn't need a warranty claim after this experience.

If you buy a mattress, save your money and just buy a really nice one from Walmart and when it needs replacing then you can replace it 2 or 3 times in ten years for the same price and also save yourself a headache in...

🌟🌟🌟🌟🌟

I am typically not one to leave reviews, but the exceptional service and experience I received at Bob Mills Furniture truly warrants recognition. As a gesture of love for my son who is having his first home built, I decided to furnish it as a gift. Our furniture shopping journey began with the intention of visiting multiple showrooms, but it ended with a delightful surprise at Bob Mills Furniture.

From the moment we were welcomed by the impeccably dressed and gracious Bailey, it felt like stepping into a realm of magic. It is important to note that the sales staff at Bob Mills Furniture do not work on commission, setting a refreshing tone for our shopping experience. Bailey, understanding that we were only browsing since my son's home completion was scheduled for November, extended unparalleled patience and expertise.

Despite our initial intention to just explore, we found ourselves leaving with an array of exquisite pieces including area rugs, bedroom suites, living room furniture, and a magnificent mahogany dining table. Bailey's attention to detail and genuine care ensured that every need was met seamlessly. In moments where challenges arose, the intervention of the remarkable floor manager, Trevor, swiftly resolved any obstacles.

At 61 years old and with ample shopping experience, my decision to make significant purchases without comparing prices speaks volumes about the exceptional service we received. The substantial savings on high-quality furniture and area rugs that are sure to endure for generations to come further solidify my admiration for Bob Mills Furniture.

Having never set foot in a Bob Mills Furniture store before, encountering Bailey and Trevor was a serendipitous moment. Their professionalism, dedication, and commitment to customer satisfaction have earned Bob Mills Furniture a customer for life in myself, my son, and beyond. I am immensely grateful to Bailey and Trevor for their outstanding assistance and personalized care throughout our furniture selection process. Thank you for making this experience truly unforgettable.

Forever...