Bob's Discount Furniture

It's hard to really tell what you have, as everything comes out of their back door in pieces. They hand you the hardware (not even in a bag). Anyway, we put everything together. Soon realize the queen headboard isn't what I ordered, but it was nice so it didn't bother me. Until I realized they forgot to send me with the slats to hold the mattress. Mind you, it had been 2 weeks since sleeping on a bed, I was sleeping on my couch in my new place until I had time to go purchase a bed. So that was annoying.

Next is my daughters loft bunk bed. After being put together she was finally able to walk up the storage stairs to the top bunk, she sat on the bed and there was a loud snap sound. She weighs 60 pounds and literally only sat, the wood snapped right in front of the bed and now has sharp edges, probably not safe anymore either. They also forgot to send me with the rug I had purchased, the night stand to go with my bed and the desk that went with my daughter's bed AND the slats for my bed! That's a lot to overlook.

I went down there the next night (drove 45 minutes, again) and the Pit manager had already left. Spoke to a different manager whom had the guys give me slats for my size bed. She said "she was concerned with the bunk bed cracking" and suggested I bring it back. Bringing it back would entail me taking it apart again, renting a U-haul, again, for their mistake. Anyway, she said she would email the Pit manager about everything that happened with my order and assured me I would hear from him that Friday.

Once Monday afternoon rolled around and I had yet heard from the Pit manager, I called him. He said he would look into my order and return my call that afternoon. That was FIVE days ago!! I have called this place 10x in the past 2 weeks and have gotten NOWHERE. All I asked was for the things that they forgot to send home with me that day, to be taken off my bill. Of course though, they didn't forget to deduct $230 out of my account today, even though my balance will now be around $500 less.

I am SO UNHAPPY with how they handled ALL of these issues within just ONE order, that's concerning. A managerial position is put into place to stand behind their product and be more attentive to customer complaints and diffuse the situation in a professional, respectful and fair manner. They should also reprimand the person that was in charge of taking my things out to me, as they missed 4 pieces out of 8, THEY FORGOT HALF OF MY STUFF AND EXPECT ME TO RENT ANOTHER U-HAUL ($100 rental & mileage. HORRIBLE!!!! Cheap stuff and the workers apparently lack attentiveness, while managers lack that and so much more.

The ottoman when delivered and was permanently indented by the strap wrapped around it from the manufacturer, additionally it was damaged inside. The large double chair that went with the set has now been delivered damaged twice. The first time it never made it off the delivery truck because when the guys opened its packaging it was obviously damaged. The second time the manufacturer had stapled through the wood trim on the bottom.

But the bigger issue is customer care: First delivery was fine, and their customer app to follow the delivery was great (although the phones notifications were over the top). The double chair was on backorder. Fine. The Ottoman was received damaged and the rug ended up on back order but they didn't bother to tell me that until it wasn't there at delivery. Called customer care and reported the damage, so they scheduled an even exchange for the next week when they delivered the rug and then double chair. Next week rug and ottoman arrive but delivery guys inform me the chair is so badly damaged on the truck they won't even bring it in. I call customer care... again because they don't call you when it happens on their end.. and they again schedule the chair for another two weeks out. Days before delivery they call me and tell me the item is on back order they have to push out the delivery.

At this time I ask that they INSPECT the chair before the delivery to insure it is not damaged given the additional delay. Sure, OK no problem. 10 days later they deliver the chair again, but surprise surprise it is fully wrapped up by the manufacturer, so obviously no inspection and it is damaged. AGAIN. So I call customer service and they apologize and promise to inspect the chair this time. And again schedule the delivery about 10 days out. Day before delivery and no phone calls, not notices, no nothing. So I call customer service. They say they can see it is scheduled for delivery the next day but there is not information about truck# or delivery window. So they send me to the next level of customer service. Same song and dance but they assure me it is coming the next day. So I ask to talk to a supervisor. I was on hold 30+ minutes and didn't not speak to the supervisor.

Ultimately the customer care rep said the supervisor would call me back that night yet. No phone call. So now the day of delivery. No phone call, no information. So I call customer service again.... and now I wait because no one knows what is going on. I bought the furniture 45 days ago. Have spent five different days waiting on my deliveries, and now waiting again. Yes the furniture looks pretty. Yes the prices are good. No do not buy from Bob's. The quality and customer care aren't there. Go to a different discount store. You won't regret it.

The accent chair I purchased for my living room needed to be fixed within 3 months... the springs popped. Now... not even a year owning the furniture the same chair’s material ripped. I contacted customer service being the chair still falls under manufacturer warranty was told they would replace but the chair was back ordered until January 2020. Mind you my claim went in on July, 2019. I decided to call and see if any change on the back ordered chair and found out the chair is discontinued and I would not be receiving anything. Would be nice if I was called. Anyway they told me I have a credit to use at the store to find a replacement chair. They will not refund my money yet they want back the damaged chair.

After I was to wait at least 7 months for the replacement chair to come in and I was understanding (but annoyed) and found out I wasn’t receiving then I was told I have 30 days to pick out a new chair or I lose my refund. RIDICULOUS. After being disconnected when I asked for a manager and having to wait on hold forever every time I called. I spoke with a manager Jheri, who said they would extend my time but wouldn’t tell me how long. I asked for emails of same they never sent. Told me everything was in the ‘internal notes’ of my claim number. My husband and I after spending 2 hours on the phone went to Bob's in a Farmingdale. To find out we don’t like any of the chairs as of now for a replacement and then when we spoke to the manager there he advised there was no notes indicating we had extended time.

Then when I asked if we could purchase a chair through the bob's outlet I was advised no, my credit wouldn’t apply to the outlet. Each person you speak to tells you a different response. There is no consistency. No courtesy. Nothing. Yes, the furniture appears beautiful and affordable BUT complete junk. And their good proof is a hoax. Don’t even purchase. Told was for stains I had a water stain and was told they don’t come for that..?? Seriously what do they come for.... If you are looking for durability this is NOT the store for you. And if you are looking for a company to back their product again not the store.

Now, two and half months in, our Capri Denim R.Arm Chaise couch breaks. One of the legs bent backwards causing a wooden piece inside the couch to break in half and the wooden piece broke fabric sheet on the bottom of the couch. I had a friend over, we sat down and down went couch, jajaja it’s funny Yes, but how embarrassing was that! Whether it’s 100lbs or a combined 300lbs the couch should be able to support the weight.

The store DOES NOTHING TO HELP at all, they refer you to the the customer service line, the Call center in mine and my husband’s personal opinion and personal experience they are not very accommodating AT ALL, they are not helpful at all, and they are rude. The schedule time frames are not guaranteed, they text you the time frame 2 days prior to the schedule delivery date BUT that is not enough time to ask to take 1/2 a day off work or the entire day off. Also, the time frame they initially text you they change that time frame on the day of the delivery. Not convenient at all.

I must say, since the 1st customer service call I made to both the store and the call center I have been regretting my purchase. Luckily I got the 5 year insurance which covers a certain $ amount, l and is not enough money being the furniture is very cheap. Also it’s not a guaranteed “guarantee”. WHAT! Let’s see how this issue plays out with the couch having to “be fixed” or be “replaced”.

I've spoken numerous times with customer service. Each call takes about 20 minutes to get through to speak with an actual person. They cannot expedite the delivery process; additionally, I won't know my delivery window until the day before. The only form of "compensation" I've been offered has been credit at a Bob's store. Bob's is host to absolutely hideous business practices with incompetent employees who have no regard for the consumer's well being. I cannot say enough bad things about this company and will certainly never do business with them again.