Bob's Discount Furniture
Woodbridge, NJConsumerAffairs Unaccredited Brand
I called Bob's in need of last year to have someone come and look at my living room set because the cushions has springs in them and it's very hard to sit on them. So they sent someone and he called customer service and the woman told me I would have the replacements by the end of January. Jan 31st arrived. No cushions, I called they to me Feb 22nd. Feb 22nd came. No cushions. I called again. Rep told me Mar 22nd.
March 22nd came. No cushions so I called customer service she told me to call back March 23rd and maybe we can get it replaced, so I called today. Rep told me they cannot replace it and I have to wait for my cushions to arrive on 22nd. This is very unfair because I cannot entertain because I have nowhere for anyone to sit, furthermore I think this set is refurbished because I never heard springs in cushions. I bought the Goof Proof plan for What? Anyway I suggest not to buy anything from Bob's because the furniture is no good.
STAY AWAY - What this company has become is absolutely appalling? We have been purchasing products from them for over 10 years, most recently we purchased a new bedroom set. Delivery Service was built on lie after lie starting with the driver that came to my house. They trashed my house, damaging the ceiling and the molding. Mis-installed my daughter's bed. Damaged the dresser and foot board, found out later the chest of drawers drawer was busted. Knowingly sent out damaged replacements to replace the already damaged furniture. Never contacted me on how they were going to correct the situation, instead waited until I called them. If it was one instance or one employee I would not be this vocal, but clearly there is a pattern that just cannot be ignored.
Had a technician from Bob's come over to look at the arm on the Chaise lounge because it had collapsed when my son used the armrest to push himself up. The technician came, looked at it and called up customer service, the technician left after dialing them. When I spoke with customer service they stated it was not a manufacturer defect or an accident so it is not covered. How can a technician see through the fabric to determine it was not a defect. Now I have a Chaise lounge that has no armrest and I feel like they take advantage of the consumers with the Bob's Goof Proof.
So I bought a couch and got the Goof Proof plan (must purchase if you buy any of this furniture, terrible quality). After a little over a year, there is a big bump in the cuddler sectional of the Charisma couch and the middle section of the loveseat. Always were off from the beginning but we were told it would settle the foam. Called Goof Proof, They said we had to call Bob's 'cause it sounds like a manufacturing problem. Bob's comes and looks at it. Guy that is here takes apart the cushions. Says, "Oh wow. There is an indent. That’s not normal." Said they will call in 24-48 hours.
A week later I had not heard anything. So I Call helpdesk and lady says, "Oh no. He listed it as normal wear and tear, nothing we can do. You can purchase all new cushion." Normal wear and tear on a couch I can’t even sit on comfortably. Guess the customer isn’t always right at Bob's. Oh and I have a credit from Goof Proof from an ottoman that ripped. But can’t use that on cushions either. Last time I buy any of furniture from Bob's. All terrible quality and don’t last.
Had a bedroom set delivered 2 weeks ago, set-up paid for. Delivery guys informed me there were missing parts and couldn't put the bed together and customer service will call to arrange. Spoke to customer service and they informed me parts were in stock and would be delivered to my home in 3-5 business days and to call back to arrange for a tech to come to my home and set up the bed. Also called the store manager where we bought the furniture from and he too call customer service and was told the same thing, that the parts were in stock and will be delivered to my house in 3-5 business days. After waiting a week and a half and no parts delivered, I called the store this time and was told they will call customer service to get an update and call me back since they were real busy. After a few hours, they called me back and said customer service stated they sent the parts FedEx and they should be to my home any day. That was a Thursday.
She also stated to me to call the store back if they didn't arrive by Saturday. It is now Monday today, exactly 2 weeks after my furniture was delivered and parts missing. I call the store today and asked to speak to Eric the manager, was put on hold for about 5 minutes, and the same lady came back on and said she spoke to Eric the manager and told him what was going on and he instructed her to call customer service. She then stated customer service said the parts will be shipped out tomorrow after they get them back in stock. They just told the store last Thursday they were sent FedEx already!?! Now they haven't even been shipped. Very displeased that the manager was too busy to speak to me himself. He did refund our delivery fee but I still have a non-functioning bedroom set for going over 2 weeks now.
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I bought my first furniture in one of the Bob's in January 2016 which including "goof proof" came to a total of $3,000+, at that time I was very pleased so in December 2017 when I was moving, I decided that I was going to my local Bob's store in my new town to buy new furniture which I did, made a purchase that, including delivery, came out to $5,698.21. After all that was delivered I was still needing more furniture so I went online and ordered what I needed which included a dresser at a cost $501.13 and an Avenger Power Reclining Console Loveseat and matching Sofa as well which including delivery and taxes came to a total of $862.59 each. With that said, I am going to explain my issues below.
In February I discovered a small tear (1 inch or so) on the stitch of one of the seats of my sofa bed that I bought in 2016 including "goof proof", I called and a tech was sent out and came home, he barely looked at the issue (he literally spent 5 minutes in my house), asked me for a phone and called customer service. He did not say anything to me, just after a moment he passed me the phone, said customer service will explain next steps and left.
Customer service representative literally told me that "the tech said this was not an accidental damage or fabric defect because the stitch was missing and he was not able to fix it", again we are talking about a 1 inch tear on a seat which I am not sure how came to be but customer service representative was very rude and insisted that my warranty did not cover this and that tech said it was not accidental according to him and in other words he implied that I should have an accident story for this. PS, My goof proof warranty for case 1: LEATHER/VINYL: a) Leather Standard – Accidental stains caused by any food or beverage normally consumed by humans; mold and mildew stains caused by food or beverage spills; stains caused by human or pet bodily fluids; grass, grease, ballpoint pen ink, iodine, nail polish, cosmetics, lipstick, crayon, and shoe polish. Rips, cuts, punctures or burns from a single relatable occurrence.
The worst part comes now, as I said, I bought the Avenger Power Reclining Console Loveseat and matching Sofa, my loveseat was delivered in February 13 2018 and yesterday 03/16/18 (a month after) I go to sit on it and notice it does not recline. I try to find out what is wrong with it and note that the power supply has an AC/DC converter (looks like a black brick) which had a green light that is now off, since I have the matching sofa which uses the exact same power supply I was able to find out that the loveseat AC/DC converter stopped working.
Therefore, I call customer service right away to request a new power supply and explain what happened, I say that since I have the sofa as well I was able to identify the defective part and the representative who at first made it look as she will help ended up telling me that I "altered" my merchandise by finding out which was the defective part and therefore my 1 year included warranty was VOIDED... EXCUSE ME?
I asked her many times that if customers are not allowed to touch their furniture why nobody says this when we buy, explained very clearly what happened and in the order it happened, requested the warranty to be sent out to my email so I can confirm what she is saying to which she said she can't and after more than an hour of contradicting herself saying that I am allowed to touch my merchandise but I am not allowed to find out what is wrong with it. She told me that for the "included year" I CANNOT CALL customer service for anything related to the power or reclining mechanism on my brand new loveseat because whoever picks up will tell me the same she said since according to her I "voided my warranty".
I told her that I was a loyal customer who in the last few months only spent around 10k with them and that they will lose a customer for a piece which value is $55 according to her, however, in Amazon is $14.49, she did not care nor did she know what to say. She was absolutely rude, absolutely unprofessional, absolutely unwilling to retain a customer, unable to answer my questions and even got upset at me and said multiple times that "our call was being recorded" and that I was supposed to call when I found out the issue (WHICH IS EXACTLY WHAT I WAS DOING) and I shouldn't touch it but then she says I can touch it but can't find out what's wrong with it. I even asked if I should lie saying I don't know what's wrong or don't tell things exactly how they happened because as a normal person who spent money on a product if it stops working I will want to know what's going on with it and she didn't know what to say.
I am extremely disappointed, if I can't touch a merchandise that I bought and paid $862.59 dollars for it and it's in my house just because I am worried about it not working because I should be afraid that I will "VOID MY WARRANTY" then I should be advised of it at the moment of purchase. Furthermore, a customer service representative should be able to answer as to why customers are not told anything related to this and should NEVER EVER prefer to lose a customer instead of helping out. I was a customer of this business until yesterday, will not recommend it either.
DONT BUY FURNITURE FROM BOB’s... THEY ARE DISCOUNTED FOR A REASON!! I CALLED FOR SERVICE... 2nd time since I had this dresser???? Bob’s tells me they send service and deliveries by your address not your availability, even after requesting service after 4 pm, they come yesterday 7:45 am. After my daughter tells the service guy she is leaving for work, he ask just to see the dresser... He takes apart my dresser drawers, and tells Nisha to tell me to call for a reschedule???? I call and they say... They will send someone out but can give me a time!!
I came home to my clothes all over my bed and my dresser drawers in the middle of my room in pieces???? Ohhh and corporate's reply: "We can get somebody there by March 24th!!!" This is after I sent the pics of my room!!! So what Bob's doesn't tell you when you buy good proof is that you have to go by their schedule not yours! We are the customers but Bob's does not give a damn once you pay that dollar!!! I will post the pics. #MakeThisGoViral #**BobsDiscountFurniture
Bought 5,000 worth of products. Bought the protection plan. Furniture started peeling within 3 years of use. Cheap quality and then when you call to use your “Goof Proof” plan they give you the runaround. Customer service is not trained at all and do not provide any accurate information. They don’t even sympathize. Also be prepped for 2 hour wait times when you call for help. It’s a waste of money! Will never everrr buy from them again! Buyer beware!
I bought a sectional living room set with a Chaise Lounge which was quite expensive, so I purchased the Protection Plan. In February 2018 the armrest collapsed as I was getting up off the chaise lounge. They refuse to cover it stating that it was wear and tear. The set was not even a year old and they refuse to repair it or replace it! Mind you it's just me and my wife that sit on the set. We have given them a lot of our business and money! That ends now! I am very disappointed with them and will never buy another product from them. My business will be going elsewhere in the future and I will be sure to tell everyone to beware purchasing anything from them!
I recommend the public and the people of this great nation to never purchase anything from this company. I had the unfortunate pleasure to deal with their different teams, from sales to customer service, to deliveries. I purchased a bedroom set and had to wait over 2 months to have it delivered. When it was finally delivered, the mirror was broken.
I called to inform customer care and to have a replacement scheduled for delivery, the delivery guy said, "I wouldn't recommend you buying from this company, spend a couple more hundreds and get a better quality, service, and warranty." When they came to deliver the second mirror, they didn't notify me. They showed up and voila, "We are here!!!" It's like I don't have a job, or nothing to do. They didn't let me know the time frame, or anything. The truck drove off while I am on the same street, he said it was his last delivery, that's why he didn't want to wait. I am writing this review and now it's over 3 months I made this purchase and still didn't receive the mirror. Do yourselves a favor and stay away from this scam!
I truly would like to tell the public not purchase, Bob's furniture, they are the worse because they ask to put warranty on your furniture and then no one comes to fix it. They have many excuses. Go Raymour & Flanigan. They are worth it. They live up to their expectation.
I read all the bad reviews and got nervous but I couldn't have been happier with the customer service and delivery. They told me it would be between 2 pm and 6 pm but I was getting update Texts on my phone and they ended up delivering a little after 1 pm. Driver and helper were very professional and set up the mattress and took the old one with them.
I received a wood chair splintered at the back and I was told that they would absolutely exchange. No problem... until there was and suddenly it was the natural integrity of the wood... splintering is normal in the Bob's Discount Furniture world to be on a chair. Horrible customer service, supervisor literally hung up on me telling me she would do nothing for me, nor would she return it, and to not waste my time going to the store because they wouldn't help either, terrible customer service... moral of the story you get what you pay for... if you want low quality furniture with low quality people work in their customer service department I encourage you to go to Bob's if not then I suggests staying far away... horrible experience.
We went to Bob's to get a bedroom set and the two times it came to the house the sets came Damage. Talked the sales team. They said that they will put a yellow tape on the Furniture and when I looked at it there was no yellow tape on it. I was talking to their Customer service and a lady name Jessica was rude then we talked to the store and they gave us our money back. Very bad experience at Bob's.
The morning of the day I expected my furniture to be delivered, I went online to track my order. I noticed that the furniture was going to the WRONG address. I called the Yonkers, NY location, where I made the purchase and was told that I had to reschedule the delivery. Frustrated over this solution, I explained that I made arrangements to stay home to receive the furniture today and it's not acceptable that I be inconvenienced again over a mistake on their end. I asked to speak to the manager and was told that a manager would not be onsite until after 3:30.
After spending over an hour speaking to several customer service and sales representatives, I still had no resolution to this problem. In fact, I also found out that one of the women, Jennifer, who identified herself to me as a sales rep, is in fact a manager, which I found to be very odd. Not one person showed empathy or concern. They showed no effort to fix a mistake that they made. I was extremely disappointed and see that the savings from.
We purchased bedroom furniture from Bob's Discount Furniture store and added on the accident warranty with our purchase. The furniture became damaged so we submitted a claim. The claim came back that we were able to replace the furniture and a credit would be sent to the store to pick out new items. Since the damage was not significant we decided to keep our bedroom furniture and use the credit towards a new ottoman and counter chairs. When the new items were delivered they set up the new furniture but then tried to take the old damaged furniture that we were keeping. When I notified them that was incorrect, after a lengthy time on the phone with customer service they ended up taking the new furniture and putting it back in the truck. I spent the entire day on the phone with their store, customer service, warranty department, and delivery team trying to straighten it out.
This same exact situation then proceeded to happen over the course of a month THREE times. I spent hours waiting for deliveries and on the phone to ensure it was straightened out...only to have the delivery team show up again trying to take the old furniture. Every time that I called there was a different reason as to what the problem was. First they said the paperwork was put in incorrect but that it was fixed, then they stated it was put in as a warranty and therefore we needed to return the old furniture to Bob's (as opposed to being a Goof Proof claim). Another time we were notified that the ottoman was damaged while on the truck. Then the counter chairs were out of stock. Finally on their fourth attempt, we received the furniture. The very next day the wheel broke on the ottoman. We immediately called to report the problem stating that it needed to be replaced.
They sent a service person out to assess the damage. This was more of our time being used on waiting for someone to come to our home. He determined it did need to be replaced...which did get replaced the following week, resulting in yet again more time spent waiting for a delivery. Not only was this a major inconvenience to us and time consuming, but their service is terrible and the quality of furniture is terrible. The new counter stools already have dents and dings. Our bedroom furniture is scratched significantly. When we first tried to submit a claim with the Goof Proof on a nightstand they denied it because we didn't have a specific reason for the damage.
I ordered a bedroom set online over two weeks ago. I set up a delivery for the furniture at the Merrillville, IN. Location. I was told my furniture would be delivered this past Wednesday 03/07. Well, I called the day of to see around what time the furniture would be arriving because I could not track it. I was told that they canceled the deliver but they did NOT call me to notify me when or why this happened! I asked the Merrillville rep named Lashonda where my order was because I paid $1,899 and no one was considerate enough to notify about any complications. She told me, "I'm sorry but there's nothing I can do about your delivery not coming. It's a problem with accounting." She also said that there wasn't a number for the accounting department that I could call.
So pretty much I have to wait for someone to call me but no one bothered to call me to let me know there was an issue in the 1st place! My delivery never came and I was expecting it so my husband and I took off of work and threw our old furniture away and waited on a delivery. Worst service ever! I'm so upset and I hope that someone can give me some answers. This is totally unacceptable. How do you take almost $2000 from someone and not deliver their merchandise because there was a mess up in YOUR accounting department and tell me that there's nothing you can do about it? Where the hell is my furniture and what is going on?!
Bought electric sofa and love seat at 110 store in Farmingdale, NY. Three weeks later motor got stuck in up position. Guy came to our house said we need motor and he would order it. Two weeks later wife called cust service on hold for 20 mins always, (btw), said it was never ordered. Said they would order for Feb 15 2018. Couch broke Oct 2017. Called Feb 25, they said now motor won't be in factory until March 25, 2018. I threatened to sue, after another 30 mins on phone they said they would deliver the whole section that broke on sofa, exchange it, now 1 day before the delivery (it's now March 7, 2018) they canceled.
Tried to call was cut off 3 times. Now they will try to deliver on St Patrick's day in the middle of a parade when the streets are shut down. I told cust service to send them through back streets, and give them my cell number. Bottom line, I've never been so aggravated in my life. I looked online, and motor was available to be delivered in one week in Oct 2017. Are you freaking kidding me? They should be called CON FURNITURE!
I was delivered a broken dresser. The company said they will deliver a new dresser a week later. On the day of the delivery, the driver called and said he will be at the house earlier than expected and asked us to be at the home at a certain time. My wife changed her whole schedule to come home early and accept the delivery. After waiting for an hour she called customer service and they said that the delivery was cancelled due to poor weather. No one called and let her know that the delivery was not coming anymore. Bob's prices are decent but the service is the worst I have ever encountered. We have no idea when the dresser will be delivered and if it will come in working condition. I rather pay a little more but know that I will getting proper service and furniture that is not broken.
Five Year Goof Protection Plan: Should be zero stars but there is no option like that. Simply don't buy it. It's all about to pay for protection, and after, you on your own. They decline any service after. Waste of money. I bought a table where some stains appeared after few months. Customer service, told us, it's our fault because we placed cups and plates on it. So smart answer.
Great savings compared to other brands such as Catnapper by Jackson Recliner, La-Z-Boy Recliner, Ashley Recliner. They all had very similar with same features.
We went online during holiday sales this year around Valentine's day, my fiance and I were looking to buy a couch for our living room. We found we had a store located in Carle Place and was told by Sherrifa **, a sales representative there said that we would be able to apply a credit to a paid in full purchased couch. We had purchased a bed prior from Bob's furniture and was told by Sherrifa that when we have it serviced that if it was unable to be fixed or replaced that we would be able to receive a store credit. My fiance had the service representative visit our home and he signed off on the iPad where we would receive the credit due to the fact that they do not make our bed anymore and that there are no parts available to have what is needed to fix it.
We had purchased the couch online at that point. Since then, we hadn't received any credit, phone call or anything in the mail. Now we called and was told there was no such data in their system stating that we ever had the bed serviced or a note made for receiving a credit. We just feel swindled with that and won't be doing any further business with Bob's Furniture. We also still had never received the kit or was told we would have to wait 45 minutes to an hour to speak with a supervisor.
Customer service is great and very helpful and friendly. I went to the Hamilton N.J store. The employee that helped me was Kevin. He was such a great guy. He really help me make a good decision on a sectional and their delivery team was great also. His name was Artemio **. These guys were well managed and very careful moving in the sectional and they set it up fast and clean up afterwards. I love the sectional. It feels great and very comfortable. Thanks Bob's for your great service.
All the furniture at Bob’s looked good but turned out to be low quality. Their customer service to fix issues was just as bad. Sofa love seat and recliner started sinking shortly after purchase and the recliners makes noise going up or down.
Let me start off by saying the Natick store worker were really nice and refunded my money without an issue and sympathize with me. Ok so I had my neighbor wait for my items to be deliver. Mind you I had to pay him. When the three deliver men came they tried to put the sofas in the elevator. My neighbor told me they only tried one way and to put it in and when my neighbor ask to tried another way the deliver man told him, "I dont get paid for this" and told my neighbor to have me get refunded. So my neighbor called me to tell me. I ask to speak to the deliver man over the phone. I could hear him say, "No I'm not talking to her."
My neighbor ask why I was the one paying. He again said, "I not going to try any other way." All I wanted to ask the delivery man to please leave my items downstairs. I was going to have my boyfriend and brother bring them in the stairs but he refused to talk on the phone. IDK why but it was just rude. Mind you Bob's charge me almost 300 for delivery. I also had mattress but I refused them. I requested my money back. Never again will I buy from Bob's. It's sad because I had bought a lot of items from them throughout the years but delivery people in CT are sad people to deal with and ignorant and they lied when they wrote and said they wanted to come back with a 3 man when there was 3 males already there.
Bob's Discount Furniture makes poor quality furniture, and does not abide by the Goof Proof Protection plan that has been paid for. They refuse all claims, and only once asking to speak to a supervisor did I get a letter saying they were providing two options for my defective bed frame. They would give me a check for something that wouldn't even begin to cover a new bed, or they would give a credit to the store for almost enough to cover a new bed... However, the next day they sent an email saying the store credit amount was actually a mistake and is now lower... Again, not enough to buy a new frame, even from them.
The sales associate had told me that the Goof Proof plan would protect me from almost any accidental damage, and replace the furniture if they couldn't. This turns out to be a lie, along with all other advertisements about their plan. I would never purchase anything from this store again, and warn anyone even considering it. The company will be reported to the Better Business Bureau, and should really be investigated for false advertising.
I purchased a living room set from Bob's Discount Furniture in October of 2016. Within weeks, the seams began separating and the cushions began flattening out severely. Technicians were dispatched, per the "Goof Proof" warranty, which is listed on their site as follows: "Your coverage includes unlimited in home service for covered accidents. When a covered incident occurs, a professional service technician will come to your home at a time convenient to you and restore the stained/damaged area back to factory standards at no cost to you. This means you will never pay for a technician to come out to your home, never pay for any parts, and never pay for labor within warranty. If a stain/accidental damage cannot be restored to factory standards, the damaged piece of furniture will be replaced, at full value, without any additional cost to you!"
The set was replaced as the seam separation was deemed a manufacturer's defect. Shortly after, this happened again. And again the set was replaced. It happened yet again after the replacement, and this time, Technician Nelvin was dispatched. (After a previous technician didn't bother to ring the doorbell, which meant I missed a day of work for nothing). Nelvin deemed this to NOT be a manufacturer's defect, despite the seams splitting in the same spot and the cushions flattening in the same spots as well. When I had called to schedule, I was told the technician coming out was merely a formality, and this time I would be able to replace the set with another model.
However, because Nelvin reported that it was not a defect, when I called to schedule a replacement, I was told by Blarissa ** that NO RESOLUTION would be offered, and I am stuck with the defective furniture. I have asked to speak with her supervisor, who she indicates is a Jason **, however no phone call from Jason has been forthcoming. I'm extremely upset that not only is Bob's refusing to honor their warranties, I'm stuck with brand new furniture that is covered in holes where the seams have separated, and the cushions have flattened to the point of uncomfortableness. I am looking for resolution on this as soon as possible.
I paid extra for the Goof Proof guarantee and the material is peeling from the Bob's Furniture cleaner that was given to me upon purchase. The reclining Loveseat isn't even a year old! I do NOT recommend anyone do business with Low Bobs in Chicago.
I bought all my furniture for my new house from Bob's Furniture and they convince me to buy protectors for the mattresses and their 5 years Goof Poof warranty which is a scam and bogus. After 3 years The lazy couch frame broke, the arm rest got weak and cave in, the mattress got a huge stain that went through the cover protector. I call in the claim and they schedule someone to come out with a 2 hour window. Waited 3 hours which they never came. I call customer service.
After 45 minutes waiting on the phone I was advised that the TRUCK broke down which they did not call me and let me know that no one was coming, they re-schedule and the guy that came did fix the broken frame but he stated that he could not fix the arm rest or the tear on the foot rest since the Guardian company covers that which was a different 800 #, call the Guardian and the lady pressure me to give her an exact date of the damages which I kept repeating that I don't remember so she took upon herself and put Dec. 25, 2017 which I told her I don't know but she put that in the system and then she said "Sorry but we don't cover since is not under the 30 days policy," but I argue and told her I never told you a date.
She said, "You need to call Bob's and get a price for the piece if you wanted it fix." I was so upset I call back Bob's, explain what happened and they told me that unfortunately that is not their problem. I said, "Yes it is. I bought the warranty under your contract and this a company that you use so you cover the responsibility," well this how I got here. Pure Care is the warranty for the mattress which they voided my warranty because after I put in the claim they told me I supposed to report after 5 days and I violated the policy. Bob's charge me $350.00 for the warranty which they pocket for themself. They stole my money!!! Is a scam!!!
3000.00 for a leather sectional and we can't even sit on it. The chemical smell is so bad it gave us all headaches and burns our eyes, throat and nose. 3 weeks later and it still smells bad. I have to block off my living room with a blanket so we can't smell it. I have had 3 leather sectionals in the past 18 years and they never smelled like this. (Ashley and Wolf's furniture) They smell like leather. Bob said it's nothing they can do. It's not a manufacturer issue. Really!!! You made it. I am so upset. Don't buy anything from them. It's not worth it!!!
Bob's Discount Furniture Company Information
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- Bob's Discount Furniture