Bob Mills Furniture — Local services in Waco

This whole situation has been nothing but a nightmare!! We bought a large power reclining living room set, love seat, sofa, and middle piece that connected the 2 together for a large sectional style. Almost right away we had issues with our products, had to get a piece warrantied out in less than 6 months!! 2 of the remotes stopped working, they replaced one and still have never heard about the other!! When we had the sofa warrantied I brought up that based on the design this could be an ongoing issue, they assured me this was just a small defect on this one sofa smh! They assured us we would be taken care of because we purchased the extended warranty!!

Fast forward to a little past 2 years from purchase, we start to have the same issues now with both pieces of furniture!! Call the store to get this resolved, and immediately they were real quick to bring up we were past our warranty period!! Pretty much just kept bringing that up the entire conversation, not listening to anything we tried to say!! They just told me to call “their repair company”, turns out it’s no one affiliated with them whatsoever!! It’s just a 3rd party shop they choose to do business with!! And that was a whole other shit show!!

Finally we get an appointment set up with “their” company to get our furniture fixed and had to schedule about 3 months out!!!!! THEN, the tech shows up, was there for not even 30 minutes, took some pics and said parts are going to be ordered and they will get back in touch!!! About a month after we get 4 BIG boxes delivered to our house that we knew nothing about!! After reading labels it was determined these were the parts for our furniture!! So now we move these 4 very heavy and very big boxes in our house!! These were delivered in July, we are in October and not one phone call in regards to the parts!!

Finally got ahold of the “repair” company, they “forgot” to let us know to call and let them know when the parts arrived!!! WTF!!! So after arguing with them they let me know they will assign a tech to our case and the tech will reach out to schedule, HOWEVER it is MY responsibility to contact them again if THEIR tech does not reach out to me in 48 hours!!!

So, Bob Mills could care less about keeping their customers happy!! I even spoke to supposed higher up people that tried to “help” but didn’t change a damn thing!! All the customer service reps stick to the script, no one cares about you or your situation, and if you get an attitude or use any kind of profanity they are quick to hang up!! So apparently no one is allowed to be upset! And after reading all these reviews looks like we are not alone!! Everyone is dealing with the same cheap ass furniture and...

Really not impressed. I went into the Waco TX store with my husband to look at a couch and maybe a mattress. We could look freely for the sofa and they showed us the “sleep spa” (which is actually really cool) and different mattresses after we got our results from the sleep spa analysis. We settled on a mattress and chose a couch. At this point they were having a sale, for every mattress you buy, you get a massage chair.

We set up an account to finance the purchase. Here, somehow they force you to buy a flimsy mattress cover of $200.00 (or you’ll loose warranty on the mattress) and then, a pillow for $100.00!! I can’t remember that I agreed to the pillow…

Now, the kicker -at the entrance of the store was a big sign (live size cut out of Bob Mills -I think- or some random person) and it said: Get 5% off your purchase if you open a store credit card and use it to pay for your purchase. (Or something in that sense.) I assumed they would give us the discount, I mean there was a giant sign at the entrance. When we got home I looked at the receipt and NOTHING… Next day I call the store, I was told that since we got the massage chair they can’t combine the discount with the promotion.

That didn’t make sense to me, because it clearly said: open an account, use it for your first purchase and get 5% off. Nowhere did it say that it can’t be combined with any promotion. It is, after all, just a payment method.

So I called corporate for them to explain the whole situation to me. Corporate sends me back to the store!! They are not qualified to solve my issue or at least give me a reasonable explanation!

Anyway, we never got the discount. I would really love to return the mattress, but I’m afraid they’ll charge an arm and a leg for restocking fees. Also, we paid $500.00 (five hundred) for delivery…

People, check your receipts before leaving the store, they’ll cheat on you at any opportunity.

And the manager, as soon as he saw a family that looked like they would buy more then we did, he dropped us and started kissing their butts…

Sad… really sad…. They don’t look at you as a customer, only as a dollar sign.

Mr Bob Mills does all these commercials, portraying himself as honest and...

I bought a love seat from the Waco store and about 2 months later one of the cushions started to come apart at the seam. I called the store and was connected to a department that was closed that day. I called back and the same girl said 'Oh well call back tomorrow, they will probably be here then.' I did and I was asked to email them a photo of the cushion. I did and I was told they were going to order a new one and have a tech come by to 'install' it. When I asked how long that was going to take I was told 4-6 weeks before 'the part' would even come in. When I called to complain that this was a manufacturers defect and they needed to expedite I was given the run-around. I just love having people over to sit on a cushion that's practically brand new and falling apart. It really looks great. My mom bought an entire bedroom suite from them before all this happened. Everything was delivered on the day expected, except for the mattress. They forgot to order it with everything else so she had to wait another week to get her mattress in. Not impressed.

UPDATE 7.9.14: delivery is set for today. They verified the address with my husband and confirmed the appointment yesterday. THEY SHOWED UP AT MY MOM'S HOUSE with the replacement today!!!! MY MOM'S HOUSE. Not mine. 35 miles away!! WTF?????

UPDATE 7.22.14: delivery was set for the second time for Saturday, July 29th. Special arrangements were made so that someone would be at my house when they arrived. THEY FORGOT THE 'PART'!!! So now we've been inconvenienced and rescheduled twice! I am so pissed. When I called again to let them know how upset I was that the guy forgot his part I was told I needed to speak to the sales manager with my complaint. When I questioned why they would put me through to sales instead of customer support they put me on hold. FOR 20 MINUTES knowing how pissed I already was when I called.

WORST CUSTOMER SERVICE...