"So....back at the very end of April"

So....back at the very end of April, we decided that it was finally time to replace our well-worn, yet very comfy, leather sectional. Although it had 3 of the pieces that were recliners, they were manual recliners and we wanted/needed power recliners (we're getting old, ya' know :-)

We shopped online for another used one for several months but couldn't really find what we wanted/needed. We visited some of the local furniture stores and did find a sectional that we liked at Ashley Furniture. Before pulling the trigger on it, though, we decided to go up to Bob Mills in Temple as we have purchased very nice furniture from them in the past (bed, dining set, previous couch and recliner). We've spent A LOT of money with them!

Anyway, we found a sectional that we really liked at the store and decided to get it. It's called "Poppy" and, when sitting on it in the store, we found it to be very comfortable with wide seats/footrests (we have 5 Basset Hounds that ALL have to be on top of us when we're on the couch, so size REALLY does matter). It provided good lumbar support and had smooth power reclining. With a special that they had going on, we also got the matching, separate, recliner for a discounted price (also very comfortable, in the store).

It was all delivered about a week later and looked beautiful in the living room.

As soon as we sat down on it, though, we weren't very comfortable. The seats were much firmer and less spacious feeling than the one that we sat on in the store. We assumed that it was because it was brand new leather and would soften/get more comfortable over time. One important thing to mention is that, because it was so firm, we couldn't "sink into" it as much as the one in the store, so we felt like we were pushed forward in the seats which also made the footrests less comfortable as, now, our feet hung over the ends.

We tried to love the set for just shy of 6 weeks. When we realized that the set we got just wasn't comfortable or working for what we originally purchased it to do, we contacted our salesman to see if it would be possible to exchange it for something else. We weren't looking to return it and get a full refund and go somewhere else. We actually found a different sectional that would better suit our needs (also at Bob Mills). It was more expensive (so we'd be spending more money). We weren't asking for or expecting a full refund, as we were willing to work with them to get something that would work better for us. We also have the means to be able to return the furniture to the store, so they wouldn't even need to send a truck to pick it up.

Now...we have had the furniture completely covered since delivery, so it was still in pristine, like new condition, even with the dogs.

After speaking with his manager, our salesman called to advise that, since they only have a 5-day return policy, they couldn't/wouldn't do anything to help us. We weren't happy, but we understood.

Over the last month, we came up with the idea to remove the corner wedge piece and replace it with an additional non-reclining armless chair piece. This would allow us to make it a straight vs curved sectional and give us more usable room. We have still been holding out the hope that it will get more comfortable over time.

Anyway, I called our salesman on Friday to see if we could purchase just the single piece. Left him a voice mail message. No return phone call. I called again yesterday and did speak to him this time. I explained what we were wanting to do and he gave me the price to purchase just the single piece. The 6-piece sectional and separate recliner ran about $4500. They wanted almost $600 for just a non-reclining armless chair section. I asked him if they would be willing to work with us and sell it to us for the same price that we paid on 4/25, per the itemized receipt that listed the price for each individual piece (about $250 less). Since we had already reached out to them about our dissatisfaction with the new furniture, were understanding about their return policy and was offering to spend even more money with them, we felt that giving us a good-customer-courtesy-discount was a reasonable request. Our salesman said that he would need to talk to his manager, who was in a meeting, and would get back to us as soon as he had spoken to him. We've not gotten a return phone call, e-mail or anything.

It's REALLY a shame that a store such as this is willing to lose a long-term customer over $250. I was always very polite and respectful when talking to them and never acted like this was something that I should be "entitled" to.

So, it looks like we are going to just have to sell this brand-new furniture and spend our money elsewhere.

"Great delivery, terrible sales rep"

The delivery guys were great! They were professional and careful with our new furniture—talk about pivoting pros.

We had a less than stellar experience trying to order this furniture set, but management was able to correct any discrepancies, so I’m thankful for that. (We were told what we wanted was out of stock, but we were able to order it online while we were were still at the store, and that created a mess. In the future, we’ll make sure our sales rep actually checks inventory before telling us we can’t purchase something.)

"New to Bob Mill’s Furniture…"

I’m a newbie to Bob Mill’s Furniture and proud to say that it has been an exceptional experience purchasing a beautiful recliner with this Furniture Store. Everyone was so professional and kept us informed about our product the entire time until it was in our possession. The delivery guys were such hard workers. They were so careful entering our home and made sure to tell us if there was any issues to be sure and contact them or Bob Mills at any time. I’ve dealt with other Furniture Stores in the past and it wasn’t as professional as Bob Mill’s has been. The choices in furniture was remarkable as well. Thank you for everything😉😊

"The guys were quick and careful and…"

The guys were quick and careful and ahead of time. 100% satisfied.

"Service above and beyond..."

Your customer service went above and beyond to make sure of we had a positive experience and that's what keeps us coming back to BM's and no one else!!

"Never buy from bob mills in wichita ks"

Never by anything especially if you have to do financing. They will screw you over. First if you have to exchange a mattress the exchange has to be as much or more on the exchange and will charge you a 10% restocking fee and even trying to get them to do that is like pulling teeth the store manager here in wichita needs to be fired because in sales or retail the main goal is to make the customer happy he only wants to make his pockets and his bosses happy and their mattresses are pieces of junk never buy from them I know I never will again and when the delivery guys delivered our bed when had some medication that came up missing after they left

"Bob Mills fan girl!"

Everything went smooth everyone I dealt with was beyond sweet helpful they treat you like a friend and I appreciate that. Plus I rather my money go to a good family run buisness than some big corporate machine, also it helps I think Bob Mills is a cutie.

"I would stay clear of Bob Mills…"

I would stay clear of Bob Mills Furniture because they do not stand behind their products or their warranty. I purchased a living room set including a rocker. The rocker has been defective from the first day I brought it home. And the squeak is unbearable and I can’t even rock my grandson. Please do your self a favor and steer clear of Bob Mills Furniture as they do not stand behind their products.

"Putting furniture in proper place and respectful"

Doing your properly

"Very Dissatisfied Customer"

We purchased 2 recliner chairs in May 2022. We started having issues 3 weeks after purchase. We are now almost a year from purchase and the one of the chairs still has issues. We have had technicians at our residence 4 times to fix this issue. They are coming again next week. The customer service is less than adequate. I have had to initiate all communication with them. They do not follow up with issues or promises. Through this 11 month issue, I finally heard from a manager only because I reached out and requested to speak to this individual. That was a waste of time. I was pressured in to purchasing the extended warranty on the chairs, which we never do. I was told that if there is an issue they could not repair, they will replace the item. We have still yet to see a replacement or even an offer to replace. I do not know how many times they have to try and repair before they give you a replacement. Read the fine print. That was a waste of money. We have never purchased anything from Bob Mills and I can say we will never purchase again from Bob Mills. We have always used Mathis Brothers and will definitely go back to them.