|Address:||6000 TX-327 Spur, Lubbock, TX 79424, USA|
|Working:||10AM–8PM 10AM–8PM 10AM–8PM 10AM–8PM 10AM–9PM 10AM–9PM 12–6PM|
My father purchased a lift chair from Bob Mills in Lubbock Texas. The reason for the chair is a severe physical disability which makes it nearly impossible for him to get up on his own. About 6 weeks ago, the chair become stuck in the recline position and he was unable to get up. Once we got him out of the chair, we called Bob Mills because there is a warranty. My parents were told the motor went out and a new one would be ordered. After a month of no information or follow up from Bob Mills, a call was made. We were told that the store manager, Christian, would call back. Days went by and no phone call. My dad then went to the store and asked if they could at least give a loaner lift chair until the part came in so he could sit down in his living room. Unfortunately, he was told no. He left a message for Christian to call him. Days went by and no phone call. My dad called the store and was told to come in on Friday to speak to Christian. He arrived on friday, except Christian was not there. My dad was told to come back Saturday. After arriving at the store on saturday, my dad was told Christian would not be in until Monday and to come back then. Monday arrived, father went to store, no christian. My dad was told to come back Tuesday. I called the store for my dad and told the young lady that answered the phone about the situation and that I was appalled Bob Mills would treat any customer this poorly, especially a disabled senior citizen. The young lady was extremely rude and put me on hold and never came back on the line. I then called the solutions department and spoke to Amelia. She was very nice and was shocked when. I told her what was going on. She said a rush was put on the order for the motor. I explained that I was concerned because it had been 6 weeks and if this was "rushed", I would hate to see what the regular turn around time was. I asked if a loaner chair could be provided and she said she was not sure but would call the store. A few hours later I called and spoke to a supervisor in solutions named Jennifer. Jennifer apologized for the poor treatment and said that they didnt know what the motor was and asked if my dad could get down under the chair and take a picture of the motor. I again explained that he can not even put his shoes on due to the disability. Jennifer said a friend would call us shortly to rush the repair and that Jennifer would call the store to try and get a loaner chair. My dad called Christian, the store manager, the next morning since a phone call had not been returned. We explained that we received a box in the mail that appeared to have a motor in it. Christian said he would be able to get it repaired the following friday, 4 days later, but would call my dad back about a time and getting an expedited repair. 3 days have gone by and no phone call was received. I called the store this morning and asked to speak to Christian because I had left multiple messages. The young lady asked what it was in regards to and I told her our long story. I even mentioned that I had spoke to assistant manager Steven on the weekend who was appalled at the situation, and had said due to the inconvenience he would sell us a lift bed and mattress at a great price. (Really, nothing resolved and still trying to sell to us). I was placed on hold and a few minutes later she came back on the line and said, "dont you know the repair will be done on Friday?". I asked if Christian was going to take my call and she said he was busy. I mentioned that I would be reporting this to the news outlets and the BBB so that other customers dont experience these issues and complete lack of caring and compassion for their disabled customers. She asked for my phone number so Christian could call me. 6 hours later, no phone call. I called solutions to find out the repair time and was told they had not received a motor yet. I mentioned us receiving one and was placed on hold. Amelia came back on the line and said, yes, we rushed it for you!" I told her that is not what she said before placing me on hold and she said she was
We bought a fairly expensive bed here a few years ago, still well within the 15 year warranty time frame. We were told it was a great bed and the warranty was a good warranty. Within 2 to 4 years the bed has broke down, especially on the sides. We contacted the Bob Mills store and were told they dont handle the warranty, we would have to call a telephone number and deal with them. When we contacted the company for the warranty we were given a huge online form to fill out, told to take pictures of the problem and how to do that, and to submit the form and pictures. Then, if the company agreed that the mattress had in fact broken down, we would have to pay to ship a king size set of mattresses to the company, they would repair(not replace) the mattress and we would have to pay shipping back. This is not a warranty you can use, and Bob Mills knew this up front when they sold the bed. First, we cant get someone from the store or anywhere else to look at the mattress. Have you ever tried to capture a 3 dimensional image in a 2 dimensional picture? The translation is never good enough to adequately( in this incident) portray the problem. If by a miracle we were able to convince the warranty people that the mattress had a problem, then the store doesnt come get it, or even allow us to bring it to them. No, we have to pay to ship the mattress somewhere. Can you imagine what it will cost to pay to ship a king size mattress set? Hundreds of dollars both ways. But if we did go that far, they would only "repair" the problem, which means in a couple of years we will be right back at the same place. By the time we pay shipping both ways, and probably do that again in a few years, our great "warranty" will have cost us the price of a new set any way. So, it would be better to buy a cheap mattress set, use it a couple of years, and then buy a new set. I will not ever buy from Bob Mills again, and will better investigate any warranty promised in the future. Now I am forced to go look for a new bed and spend money again just a few short years later.
We came from Ashley Furniture to Bob Mills due to there high reviews. The sales and experience in store was great we were assured on everything and was excited. However then comes the bad news. We purchased a set from them in February 2016 and 2 months later the decorative stitching is coming off the foot rest and the seat cushion. I had reached out to there amazing service department that really assured me when purchased its nothing like Ashley Furniture. Oh boy was I wrong here we go with the same stories from them. The couches were bought as is cause they didnt stock these anymore we were aware of this. However this means according to them no manufacturer warranty is there. So I told them what about our protection plan. They said the seams are not covered in the protection plan. I said but accidental rips tears and stains are. So your telling me I have to "accidentally" cut rip tear my couch to get this area service now. The staff are great the service center is great but the lack of communication during the sale fell through. We are now stuck with a couch 2 seams that are manufacture defects and they want $250 to come repair them. I will rest assured that everyone I know does not shop here.