Monday, October 17, 2011

Bob Mills Furniture Experience

Things have been CRAZY this year, and the insanity got amped up in January when our pipes froze and flooded our house. We thought it most of the issues were resolved by May. Yes, we still had laundry they had taken in January that they were still trying to clean, and we were still waiting on checks to replace items that had been destroyed, but the major construction work on the house (i.e walls and carpeting replaced, etc) had been completed and we were back in the house. We also had to get our dining room furniture and living room furniture replaced because they were destroyed by the water damage. So, we shopped around for a good while, and finally settled on replacement furniture within the price range set by the insurance company, and bought it all from Bob Mills Furniture in April.

We thought we were getting a great deal, because it was one of the televised commercial deals where you get a reclining sofa, reclining loveseat, and reclining chair with a FREE big screen TV included. We measured carefully to make sure it would all fit into our living room, and it did. They held our order for a few days until the carpet was finished being installed, and delivered it the following day. Let's start by saying we've had no issues with the dining furniture other than the seats came wrapped in plastic, and to get it all off you have to unscrew the seats, remove the plastic, then reattach the seats. This is something the delivery drivers SHOULD have done in my opinion, but they didn't, so it is what it is.

The living room furniture was great. At first. It was nice to have seating to fit the entire family and guests, and to be able to put your feet up and relax. The first issue we noticed though was with the padding. When the seats are reclined, your bottom hits the wood at the fold. It's fixable if you put a pillow behind your back, but it should have come with padding in the right areas, and you couldn't recline them all the way in the store display, so it wasn't noticeable ahead of time. Then, the loveseat started to look lopsided. As in it was higher in the middle than the two outer sides. It continued to get worse, and then one day one of the sides wouldn't close at all. It was stuck in the reclined position.

We had purchased the warranty on the items, but it was less than 2 months after purchase, so we called the store. They sent us to the warranty people. They sent us back to the store. This went on for THREE days until I finally got a store manager on the phone and lost my cool. I had had enough of the run around. He finally agreed that it should be covered by the store due to the short amount of time we had had the furniture. He said it would be 4-6 weeks for someone to come look at it. I was NOT having that. I continued to escalate my issue, and got someone out in 2 days to look at it. He agreed it was broken and said they'd call when the parts came in. This was June.

I called every week to see how much longer it would be until my parts arrived. They kept making excuses, and I couldn't understand why they couldn't just replace the loveseat, but for whatever reason, they refused. Finally, in SEPTEMBER the parts arrived. They came on a Monday and picked up the loveseat, and returned it on a Thursday. It does close now, and they claim they installed extra padding over the wood pieces, but it still doesn't seem great. I'd call them back, but I really don't think it would make any difference.

With all of the crazy things that have happened this year, I have noticed a common theme among customer service people, and it's not a good one. I don't understand why it's so hard for people to just do the right thing and avoid issues being escalated. If you're nice to people, and do the right thing, they WILL become loyal customers, and it's easier to keep a loyal customer than it is to find 5 new ones.

***More on 2011 Craziness to come.***

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