Bob's Discount Furniture

I sent the pictures on Nov 12, 2018 and they wrote back to me in a couple of hours. "We have carefully reviewed the photos that you submitted to make sure we understand the full scope of the issue you are experiencing. While reviewing your account, we can see that you received your sofa on 4/11/2015. The damage you are reporting is not consistent with a Factory Defect. While our goal is to find every opportunity to satisfy our Customers and I am sorry that in this case, we cannot honor your claim. It is never our intent to disappoint a Customer and again we want to apologize that we could not meet your expectations. Thank you for your understanding."

At this point I noticed that all the pieces that were delivered had been damaged. I called Bob's twice and stayed on hold for a very long time then someone picked up and hung up. I called the Schaumburg store. She told me I had the right number and to try again. I finally got ahold of someone. I told him about the issue. He said he would look into the table and then hung up on me. I been went to the website, follow their guidelines, contacted them. Took a ton of pictures and email them October 3rd.

On October 10th when I still haven't heard from them I contacted them. They told me after much arguing that they would replace the table but the bench and the bedroom set would have to be repaired by a furniture repair person and that would require another delivery date. I received a call that on Saturday. The table will be delivered and in the afternoon the furniture repair person would come. The table was delivered. They looked at the bench and they said, "Yeah. That needs to be replaced." In fact he looked underneath the bed and he could see the screws were not even put into the rails. They were next to them and I had actually cut my leg on the screws and the leg was falling off. Not even holding up the bed under my head.

He stated he would put in his report and to call Bob's in a few days. I actually called right after he left. We set up another delivery for the following week and they were going to bring the bench and all new bedroom set. Following week came. The bench was delivered. They were placed two nightstands. The chest they did not replace, address or even though he said they would. And instead of bringing a whole new bedroom set they only brought the rails which could not be done because of the damage to the headboard and footboard and that they needed the whole bedroom set to be replaced. The delivery people got on the phone with Bob's. Explain this to them. Out next week.

Each time I talked to them they said compensation would be given after everything was delivered. This trick they use of theirs because they only give you store credit but they do not tell you that until after everything. I accepted a chest with damage on it because the lady told me I would get credit for it and I was so tired of dealing with them and spending hours and hours on the phone and days and days waiting for deliveries.

The next week the furniture was supposed to be delivered on Saturday but I had to cancel as I had a funeral to go to. When I called to tell them this week check the order and again they were only sending rails instead of the whole bed. Again I had to argue and fight with them but they did look into it and said yes I would get a whole new bed. We set the delivery for the next Saturday.

Delivery was done today. Then people put the bed together. They did notice how much damage was done to the rails and it said that had to have been done when they set it up. And the leg was put in wrong and it broke the place for the leg to go. So after everything was okay I called to get compensation. My original thought was I wanted the delivery fee special delivery fee I paid returned because of all this nonsense I've had to go through and at least 20 to 25% off the furniture because of all the hassle I went originally. The girl came on and offered me $100.

I said, "Absolutely not. I want to speak to your supervisor." She says, "I'm trying to deal with him. LLet me get back. I'll put you on hold." Then came back and said I could have $150 which was more than the cost of the delivery which I do not believe it was. And then when I said, "I guess that's acceptable." I go, "It's not really acceptable but it's better than nothing." Then she proceeded to tell me which I said "Absolutely not. They Bend."

I said, "Give me your supervisor." After a while the supervisor came on then he proceeded to tell me I can have the $170 of delivery fee refunded and 150 also for store credit only. And I said, "I don't want store credit. I will never come back into your store. I don't want to spend four more weeks trying to get a delivery done. This is delivered around the 28th of September. We are on the 9th of November and it has taken me all this time to get these pieces of furniture delivered and all of them have been damaged and had to be returned and given New pieces to me again."

He said, "We only do store credit." And he goes, "Well I guess I could give you $25 per delivery where things went wrong so that would be $100." I said, "You've got to be kidding me." To your credit card the corporate office to deal with this as there is no customer service on this phone line and nobody helps and nobody should have to go through this much time. I said, "I've spent 32 hours waiting for your furniture, people to deliver furniture and look to see if they could repair it." I spent countless hours. Just today I've spent 2 hours on the phone or waiting for callbacks or waiting for supervisors to get this handled. I told him, "Absolutely not" and I told him I would be calling corporate and hung up the phone up.

I certainly would not ever recommend anyone using Bob's Furniture. Now I'm that but when we purchased the bedroom set they said we wouldn't need a box spring because that the box spring was included in the way the frame is set up which was not the truth. We did have a box spring but that was a lie. The slats underneath the bed holding the mattress and the box spring up are very very thin. There Maybe less than 2 in WYD and there's three of them. The bed is not very sturdy. The frame structure is not sturdy.

Bedroom pieces was 8 piece bedroom set and the only thing that didn't need to be replaced was the mirror. The table and the bench had to be replaced. That is a very poor delivery rate. Not to mention that this stuff was delivered September 28th or they're about and I have spent all this time from the day of delivery trying to get it fixed and straightened out on the order. They will not help and they only say they give store credit so I would not recommend this furniture place. I would spend the extra money because in the long run your time is much more valuable and I have 32 hours so far into waiting for them to get furniture delivered to fix their errors.

There is no customer service. they seem to never know what I'm calling about or what the complaint is or what we're supposed to be done. It never seems to show up on the computer and nobody seems to be able to help and they just push it down the line for someone else to deal with. And they told me I would be given compensation after the delivery which was today and I had stated it all along that I wanted the delivery charge back and more compensation and they said they would take care of it after delivery was completed and they don't want to do what was promised which I guess I shouldn't be surprised after all the hassle I had with delivering. I would give this company negative Stars if I could.

Bob's inspector came 3 times & said couch is not repairable and said the claim falls under accidental insurance which is under Guardian. It’s like back & forth & no one wants to take the responsibility to fix the product! Funny thing is One of Bob’s technician who came he said, "Be careful with this warranty 'cause 99% they don’t apply to anything they say they will. They just sell you this to give you peace of mind!" Bottom line don’t buy the warranty at all! SAVE YOUR MONEY & use it on something else.

I told the guy initially that I just wanted the stains out and didn't care if it was discolored in comparison to the rest of the couch. He said he couldn't do it. This took hours of my time to call and sit on hold to wait to file the claim and then take a day off so the guy could come clean... and now I am left with a stained couch with a worthless Goof Proof plan. Stay away - or if you choose to buy - know that you are buying because it is cheap and DO NOT buy the Goof Proof plan.

I sent the pictures in Tuesday November 6 2018. They wrote me back in a couple hours. This is what they wrote me back. “Good Afternoon Crystal, We have carefully reviewed the photos that you submitted to make sure we understand the full scope of the issue you are experiencing. While reviewing your account, we can see that you received your sofa and loveseat on 02/11/2015. The damage you are reporting is not consistent with a Factory Defect. And it’s really terrible because you pay all this money for furniture and it looks terrible. And they said the furniture is real leather and that’s what leather do over the years. While our goal is to find every opportunity to satisfy our Customers and I am sorry that in this case, we cannot honor your claim. It is never our intent to disappoint a Customer and again we want to apologize that we could not meet your expectations. Thank you for your understanding.”

But for the last two weeks, my son has gotten an allergic/asthmatic reaction to this bed whenever he gets near it - wheezing and sneezing. I called Bob's this morning and they REFUSE to let me return it. They'll let me exchange it for another bed, but according to the website their kids' beds all have the same materials (medium density fiberboard and veneers -- NOT solid wood like they told me).

I don't really understand it. We're regular customers, and this is actually a medical issue. They want us to have our son keep a bed that he can't use - or get another one...that he can't use? We were told the bed was made of solid wood and instead my son is allergic to the materials the bed is actually made of. I want a refund. So frustrated.

They want me to buy insurance because they knew the couches were bad. Because I didn't buy insurance they sold me defected ones. I don't understand how the couches ripped in less than a year. Especially since we rarely used it. Before these couches, my old ones lasted over 10 years and I never had this problem and I paid good money for these couches and they are not supposed to rip easy. It is a manufacturer defect since the rip is pretty hidden you would have to put your hands under the armrests to notice. DON'T BUY. FURNITURE FROM THIS STORE IS NOT GOOD.

I called back November 2018 as the issues I called in the first time became extremely worse. They denied my claim again saying it’s been over a year and my warranty is up. However, when I called the customer service lady told me with this specific couch she’s been getting lots of complaints about the leather tearing. Bob's has told me when buying the furniture & extended warranty that this issue will be covered however no one is trying to help me. Warranty is a scam. I filed a lawsuit!

I told them that I couldn’t do that and I want my bedroom set today because I already disassembled my old bet and threw it out plus the inconvenience of having to miss on another’s day of getting pay at work. Customer service is very unprofessional. You would think that you buying a 3,000 dollars worth of their product they would accommodate their customers and help them out. This would be my first and last time dealing with this company. I would recommend everybody to take their business elsewhere.

During the delivery process, Bob's Discount Furniture fumbled and brought the wrong furniture to us twice. It was a pretty frustrating ordeal since we had taken extra care to ensure all of the details for the love seat we purchased were recorded properly. When we finally got the correct love seat in we noticed an awful off-gassing smell, presumably from cheaper wood used to build the couch that is glued together. This off-gassing smell lasted six months...

Other issues we've encountered in the last two and a half years include the motorized recliner moving more slowly and making a fair amount of noise (despite periodically cleaning the motor and re-lubricating it). When it came time to utilize our Goof Proof protection plan due to a series of tears in the couch, we were told that such damage is not covered -- and further that we should have received the terms of the Goof Proof plan (offered by Guardian Protection Products) on February 16th, 2016 (during the series of failed sofa deliveries). But we never got the terms of the plan and we had no way of knowing there was any limitation for the coverage on tears as a result.

Despite this, Bob's Discount Furniture and Guardian Protection Products are currently claiming that we have violated the (until now undisclosed) terms of the Guardian Protection Products plan aka Goof Proof and we cannot have the damage repaired. As a result we feel we have no choice but to rate Bob's Discount Furniture with a 1/5 stars for the following reasons:

Ease of transaction -- It was difficult to ensure the appropriate item was being sold to us. Salespeople hovered over us until the moment we were ready to buy, then we had to flag them down. Delivery process -- Two failed delivery attempts of the wrong items. A lot of time wasted. Took about a week to sort all of this out. Quality -- The couch was put together with cheap, glued together wood that off-gassed for six months. The fabric is rather thin. The motorized recline mechanism is somewhat cheaply constructed. The filling off the couch, while claiming to be "memory foam" is nothing of the sort. It has no memory and is just cheap synthetic fiber.

Customer service -- Really the worst. From the issues with delivery to the protection plan sold, both Bob's Discount Furniture and Guardian Protection Products (who work together) have been difficult to deal with, unapologetic for the trouble they've caused and seemingly not honest about the protection plans being sold. We couldn't be more disappointed with our experience and would suggest that people do their homework before visiting this chain. There's a serious disconnection between what one thinks they are buying and what one actually receives.

Once we agreed on the furniture we wanted, we were directed to speak to a woman that works with AcceptanceNOW to go through our lease. I asked her as many questions as I can and from what I thought she seemed relatively helpful and able to answer my questions, which now I know was just false information. Since I am in the process of moving into my new apartment, she informed me that I had to show proof of address using my ID, lease or utility bill. Since I had none of those things since I am still waiting for my apartment to finish construction, I asked that once I receive the temporary license from the DMV when I legally change my address if that would be sufficient which she told me that it would. I signed the lease and gave my bank account info and was told I would be charged $49.99 to start the lease then my lease payments would begin November 4th.

Today, I changed my address at the DMV and received my temporary ID from the DMV. When I called Bob's today to provide them with the address confirmation and was transferred to what I think is AcceptanceNOW, a woman there told me that would not be sufficient documentation and that if I didn't provide proof of address by tomorrow (10/29/18) that my lease would be cancelled and I would not receive my furniture. I was NEVER informed of a 10 day period (according to the woman on the phone today 10/28/18) for me to provide proof of address or my entire lease would be voided.

I called back later asking to speak to a manager to then I was transferred to Hector who claimed to be the manager of AcceptanceNOW. My fiance spoke with Hector on the phone and told us that we had no other options unless we provided the proof of address by 10/29/18 and was going to lose our lease & furniture. He then told us they have no affiliation with Bob's Furniture and that he was the highest person we could speak with - basically that no one could help us, including Bob's Furniture or Rent a Center.

I am so disappointed and disgusted with this service. I have never personally done any business with Bob's Furniture before this, and after all this running around (along with being placed on hold and having to call back 3 times to get connected to AcceptanceNOW because they 'just wouldn't pick up the phone' according to the operator) I feel lied to, and swindled out of my money and my time. This is my fiance and I first apartment together and AcceptanceNOW and unfortunately BOB'S Furniture has made this a very unpleasant experience. At this point, with no help or assistance from either company, I will have to take my business elsewhere. I will make sure to refer my friends and family to other furniture companies so they won't have to go thru what I did. I would only give the experience one star because of the amazing salesman we had.

I walk in, 20 Minutes early to the interview, dressed semi casual - as any NORMAL job interview, and mind you I worked in luxury fashion on Rodeo Drive, Beverly Hills for 3 years, so I know what I'm talking about. So I walked in asking for Brenden, the greeter tells me to walk to the back and ask for him. After walking in, the receptionist asks me to wait to the right and she calls Brenden on the store speaker. Brenden walks up, asking me who am I and why am I here??? I told him I'm here for an interview. First thing that comes out of his mouth is why don't I have a suit on? in a passive aggressive manner! I told him usually if its required to come in wearing a suit the recruiter mentions that? And that’s usually for corporate jobs - I'm not applying for a used car salesperson job!

Then he asks me again in the aggressive manner, “Have you worked in sales before?” (thou I worked on Rodeo Drive for 3 years) and with the U.S. Military for 2 years, and as an ESL teacher and a Language consultant for the federal government! Anyways, I tell him I applied for the office assistant position. So he asks me if I have a resume I told him yes. He took the first page and walked away, so as he was walking I told him I have a second page of my resume, which he replied I don't need that. So he walked into his office and closed the door. And that’s when I decided to walk out of there and never recommend Bob’s Furniture to anyone and specially not to work in an unprofessional aggressive environment like that! I have been in a lot of interviews and had numerous jobs, but I have never encountered anything like that!

That story is a complete lie but somehow my pregnant fiancé sitting on the couch and it accidentally breaking is NOT covered? This needs to be fixed. Guardian Keeps sending me to Bob’s and Bob’s Keeps sending me to Guardian. Neither company is doing anything but pointing fingers at the other company. This is the worst customer service ever. Between Bobby ** from the call center and “there being no supervisors that can speak On the phone” I’m sure there will be a lot of people that will take their business elsewhere.

Can someone explain to me how you can take pictures of missing parts? I called customer service again Wednesday morning of October 17th and spoke w/ Carol who stated that the e-mail was strange and disregard, no need to send pics. Then on Thursday October 18th, I got a call from the condo association at where I live that there is a huge box in the lobby, 7 feet by 3 feet, that needs to be removed because it's an obstruction and a fire hazard and God forbid it falls on one of the residents. Lo and behold it's one of the missing parts that I was told was backordered and won't be able for delivery one month that the two technicians were supposed to bring on Tuesday!!!

I called customer service again and spoke w/ Nya (sp) and she stated that they couldn't come out and deliver it to my unit Saturday, October 20th, I said that fire department and the condo association needs it out of the lobby quicker than that. Nya then connected me with her supervisor Keven, who assured me that someone would be out today, Friday October 19th to remove from lobby and install in my unit and to please call back if I didn't hear anything by 9 am on Friday October 19th. Well, no one called me by 9. I gave another hour just in case and then called customer service once again to explain my predicament, spoke w/ Stephanie who said she could get a technician out by Wednesday October 24th!!!

I told Stephanie that supervisor Kevin said they would be out today. She then tells me that Kevin never put the order for service, she then connects me to her supervisor Rebecca who then states that she will see if she can get someone out today or tomorrow but can't guarantee. So now my condo association is going to have it removed out of the lobby at my expense and Rebecca said that this is not Bob's Furniture's problem. I paid $219 dollars for white glove delivery! I would move it myself but I just had a cervical laminectomy and multilevel lumbar laminectomy and I'm not allowed to lift anything heavier than a gallon of water. I have never been treated so poorly and lied to by every single person that I have dealt with.