Bob's Discount Furniture Reviews

After calling and speaking with that machine for a month, today I finally spoke to a representative named "Daniel" who was very rude and disrespectful on the telephone. After asking me what question(s) I had, she so graciously put me on hold for another 10 minutes. Then she came back to tell me that they need an invoice from Bob in order to follow-up with my claim and that will take another 7-10 days because the invoice they have does not show that I purchased the sleeper bed. To put the icing on the cake, "Daniel" hung up the telephone on me when I started asking her questions about what she meant by having a different invoice (that was really great customer service). I am taking the time to write this complaint with the hope that it will help other people not to go through the same thing. Do yourselves a favor: buy anywhere else and do not buy from Bob’s. And do not purchase their goof proof protection plan - it is a total scam!

60 days later, I called and requested to have my money back. I was informed that I could have a store refund only. When I explained that I wanted the money back because there were no comparable mattresses in the store and I needed to purchase a new one, I was informed that the policy was that I could only have a return within 60 days of my original purchase. I explained that I was within that timeframe and was told that my original purchase was in October! I was baffled! I received two defective mattresses and then this new one, which was falsely sold to me; and the customer service agent refused to return my money. I want Bob's to come and pick up my mattress and return payment in full. I followed the policy. It has been 60 days since that mattress has been in my home; and I should not be penalized for the two prior defective mattresses that I had been sold.

I don't even know if this woman was legitimate, yet she wanted me to make a payment and was screaming at me on the phone. We were tempted to cancel our order right there and then, and forfeit the custom-order fee, but we did not want to give her the satisfaction. I called back to get her name and her co-worker, George, left me waiting for a couple of minutes when I asked for her name and a manager. Needless to say, I will never, and I repeat, will never purchase any furniture not even a screw from these people again.

After you are led to believe that Bob's has stores all over, you find out they keep all their furniture in a warehouse in CT, and you have to wait until they deliver to your area then they use an outside company who doesn't knock on your front door. They call your phone even though there are three cars right at your house. Now, I have to wait another week with no compensation, explanation or apology except, "They tried to call you and you didn't answer the phone." Sorry, mom didn't hear your truck or run to the door with baby in hand to let you know we were home. I mean if there are three cars there, we must be out and not home because we didn't answer the cell phone.

Not only is the tech coming way before 2:00, which is at 12:30, they called the wrong number and now we might not be able to be there for the service. This is exactly what kept happening since we got the set and now again due to their mistakes and lacking in communication, we, the consumer, is driven to aggravation of epic proportion. Lesson learned. Do not ever buy anything from Bob's Discount Furniture.

When I expressed my dissatisfaction, I was insulted and wasn't allowed to speak to a supervisor. The woman, who was really working me over on the phone, said her name was Ezeliz and would give me no last name or supervisor information. She hung up on me! The furniture I ordered was leather, but the furniture I got was polyurethane. This is the worst experience anyone can have and I am recommending that everyone avoid Bob's Furniture. They came and got the plastic nightmare furniture today and I'm hoping and praying that I get my refund in less than a week, like they promised. I was told to eat the cost of payment for the pickup that I paid. They said it was my fault. What a nightmare.

The company rep and supervisor said that they had never heard of this type of issue in the past but yet, they said it wasn't considered a defect and fell under "normal 30% wear and tear." The company is very contradictory in their statements. The supervisor, Christy #**, was very condescending with me, on the phone. I was told I would have to have another tech examine my set and send in another report!

At this point, the warranty seems to mean nothing. Absolutely nothing is getting done except me missing work to waste my time with this disreputable company! The store employees sent me to the Customer Care Hotline. The Customer Hotline sent me a technician. The tech sent me to Customer Care Hotline. Now, they want to repeat sending a tech to evaluate my couches again. Everybody in the company agreed that this malfunction was isolated and bizarre yet the supervisor will not help me, a total run-around! Poor customer service! Bobs Discount Furniture does not stand up for the customer and honor their sales!

To make matters worse, I didn't stay quiet throughout the wait. I called the store several times in March (as per the employees in Billing suggested) to move up my delivery date. Unable to do so, employees assured me even though they couldn't deliver sooner, it would arrive on the expected delivery date. I can purchase furniture anywhere, but I'm paying not only for the sofa, but for professional expertise and skills to stay on track of purchases and delivery statuses. That is their job as a middleman between the maker and the customer! This is a ridiculous way to run a business. I shouldn't have to chase to get answers! Buyer beware!

One and half weeks passed and I didn't hear anything from them. Finally I called Bob's and asked them what's going on. They said too bad I bought this from E-Pit and they can't help and hung up on me. I called back and I said how come they didn't tell me anything about this. The lady said, I should have tested this when I picked up. There is no sufficient time and accessibility to test this kind of things at the warehouse. I told I just want to return it, but they said no way... to just deal with it. This is completely a ripoff from Bob's and total customer un-friendly. I need some help with this now, please.

The delivery was rescheduled for Friday at 6:40, so I wouldn’t miss any work. The delivery truck did not arrive until 7:10 and proceeded to take their time. Now, they did see the mattresses prior to bringing the furniture in. However, when they went to take my old mattresses, they could only take the box spring because the mattress had stains. To back up, the sales person never explained there were exceptions to their taking my mattress even though I did say to him my mattress is 25 years old. So, the sales manager gets on the phone. She proceeds to ask if I am satisfied with the furniture, so I interrupt her and said let's get to the point, what are you going to do about the mattress? She went back to her script and asked again if I was satisfied with the furniture. I said yes, but the guys were late and waited until the end to tell me they couldn’t take the mattress. And once again she was reading off of a script with no sincere apology or solution to help me. She just quoted policy.

Had the salesperson explained this to me, then I would have bought a "full" bed rather than upgrade to a queen size. Second, when the delivery guys initially saw the mattress they should have said something prior to bringing in the new mattress because I would have only accepted the furniture and returned the bed. I also cut out the stained areas so they could see the inside was completely clear of any interior stains and again refused to help me. Now, I have a mattress in my living room.

Customer service and delivery seem to be robots, programmed to cover themselves and not take care of the customer. I am done buying from them ever again and letting friends and family know to shop elsewhere. Bob's Furniture needs to learn that customer service is part of the sale.

We go to the store to demand to have our money back. They "credit" the debit card we used for the deposit and will credit the rest back as a credit card purchase and we will see the money by Tuesday. I go online this am to balance checkbook and find that they have debited my account instead of crediting it. I call the store to tell them and they say it shows here a credit. I said I am looking at my account and it shows debit. Gregory says he will have his manager call me back (still waiting for that call also). I go to the store and proceed to vent my frustration and the girl is non-apologetic and just says I made a mistake. I said, yes, with my money. So now my son has nowhere to sleep and you took an additional $500 out of my account. She calls over her manager who I told that his customer service sucks and he threatened to have me "locked up" for cursing. He then tells me: “We don't want your business.” In this day and age, a customer should not be treated like this way.

I called headquarters again, only to be given 3 options to resolve this matter: 1) get a store credit 2) try to re-deliver on the 28th 3) choose another console. Great choices don't you think. First I don't want a store credit because I will not be purchasing anymore items from Bob's. 2nd, if I wanted a different item I would have picked a different item. The people at headquarters, all they know what to say is 'we're very sorry for your inconvenience'. What do I do?

At 8pm, still no furniture. I was told it was cancelled off by the truck at 5:30 pm. I went to the store, spoke to a manager, and they arranged for delivery on 3/8/2012. At 7am, the truck arrived with half of my order missing! I ordered an entire bedroom set plus media center and they arrived with the railings and the mattress

How are you gonna put the bed together with no headboard or foot board? Idiots! What the heck am I suppose to do with that? You have got to be kidding me, right?! Then they look stupid because I am upset. You messed up on my delivery once, now do not think I have a right to be upset. I refused the delivery and now want my $3200 back!

On February 27, 2012, I got a phone call stating that I'd be getting my delivery in the morning of February 28,1012. I called then and I told them that I called and canceled my order. Why am I getting a delivery for something I canceled? The lady told me that my order was not canceled and the order was to be delivered in the morning. I told them I am not accepting my delivery because I canceled. The lady told me that Christian probably forgot to cancel the order. I told her that's not my fault. I don't want the furniture after this whole ordeal. I was on the telephone on hold for 45 minutes after they said that it's canceled. Very bad customer service.

Buy from Bob's if you want some furniture that will hold up for a few years (up to 5-6 years), and then save for more sturdy items when you can. Bob's is there to provide mid-line furniture for those that don't feel that $2000 for a loveseat is a fair deal either. It wouldn't hurt to grab a socket wrench and tighten up all the bolts for the furniture to ensure that it was assembled completely.

To address Jennifer from NY: If that is all that broke on the bed, spend $20 on some lumber from Home Depot and put a proper support system under you bed frames. I know it is annoying, but Bob's is nothing but furniture to fill the room and not to keep forever.

Bob's Furniture has some quality items and some crappy customer service, so buy with the knowledge that you are bound to have some issues, and if you think you are buying great furniture, you are wrong. You can spend $800 on a decent couch/loveseat at Bob's or you can spend $4500 for the same thing at Thomasville or maybe $2500 at Raymour/Flanigan.

If quality is your issue, be ready to pay for it; else shut the ** up and crying when you buy from Bobs Furniture and complain when it doesn't go so well.

On 7/29 this year I had a flood in the home and had to pack up and move a variety of my belongings to prepare for construction. In doing so, I knocked over an oil burner on my nightstand, ruining its finish on the top, dropped a packed plastic box on the foot board of my bed causing a gouge and placed too many heavy boxes on my ottoman causing a tear in the leather.

I looked online to find out about my protection plan and it states I have 30 days to report any damage under the Lily Goof Proof Plan. I called prior to the 30 days. I was told my plan was now under Guardsman (which I received no information on) and was given their #. Guardsman had me fill out paper work only to deny my claim over the phone because they have a 14 day time period. I said I was not made aware of this and they stated that they mailed the paperwork, which I never received and which is why I went onto the Bobs website to look up my protection plan in the first place.

It is a total misrepresentation of the company when you are stating 30 days and on my bill it says I've purchased this same plan. I had a new sales associate Ralph ** trying to help me with the claim. But between him and the store manager, nothing was accomplished. It has just been a lot of back and forth between dealing with Bobs Customer Care and Guardsman, who is simply stating their 14 day time period to report damage. Bottom line is, I purchased a protection plan I did not receive any specific information about. When I went online to report my claim, I followed all of the expectations according to Bobs website and now am stuck with no one doing anything to help and damaged bedroom pieces after just over a year old and spending 200.00 to purchase a protection plan.

I didn't hear anything so I called Bob's (sat on hold, went through dumb menu, and customer number didn't work on website) to get a time of delivery for 9/13. I was told between 10 and 1 and I stayed home from my office to wait for the truck. At 1:40 p.m., I called Bob's because no one had come yet. After going through the annoying menu again, I found out that the headboard came in and was damaged so they weren't delivering it that day. So, I asked (naturally), "Why didn't someone call me?" They lied and said that they called my mother's cell phone. She checked her messages and there was no voicemail. They didn't call me either.

While I was livid because I wasted half a workday (I am self-employed), the phone operators told me that the headboard would be delivered on 9/16 (today) and someone would call me either Wednesday or Thursday to confirm the time, but no one did. I waited around hoping that I might be the first run and then called again at 9:00 a.m. After dealing with the annoying phone menu again, I got through to someone who was very quiet and finally told me that the headboard was on back order and wasn't available until 10/16.

At that point, I threw a fit. No one called me from Bob's even though they have my cell phone number. I demanded to speak to a manager. I told her that the service I had received was abysmal and that I wanted a truck at my house to take away all of the stuff because I was tired of looking at cardboard boxes with an un-assembled bed in them, and my daughter sleeping on a mattress on the floor. I also told her that we had asked twice after all our aggravation for the store to just give us the headboard from the store model and that they could wait for the other one, but they wouldn't do that. I mean, what do you need a floor model of a bed for, which you can't buy anyway?

Now, they tell me that they can't come today or tomorrow to take the stuff away so I have to wait until next Wednesday (take off another day, thanks to Bob's). My mother went to Bob's in Poughkeepsie again after I called her livid and in tears but no resolution was offered there either. To say that I am a disgruntled customer is an understatement. I will never buy anything at Bob's ever again and I will forewarn all of my clients, family and friends to do the same. It's a good thing that I don't run my financial planning practice the way your operation is run because I would be out of business.

When a temporary bed was delivered, the delivery crew refused to set-up the furniture and clear away the packaging until I called customer service and forced them to do their job. The missing nightstand was supposedly scheduled for delivery on September 16 but when I called to find out when it would arrive, I was told it wasn't scheduled. The customer service has been appalling and the service has been abysmal. There is no way to contact Bob to complain other than over the phone. I guess when you go discount, you get discount everything but paying over $1000 for furniture I, at least, expect to get it delivered on time and in one piece.

For over two weeks, we have been trying to get a replacement, and when it finally came, the replacement bureau was damaged. The delivery drivers then took both bureaus, so now my daughter has no place for her clothes. I also bought a Goof Proof protection for the furniture ($99,) and then was told that since the bureau needed to be replaced, the Goof Proof was no longer in place. This was never explained to me.

I then talked to the Saugus store and customer service, and they said that they would reinstate the Goof Proof. But when I called about the new bureau being delivered damaged, I asked them about the Goof Proof being reinstated and Bob's then said that they saw nothing about the Goof Proof being reinstated.

There has been one issue after another and the customer service has been no help. I spoke to Anna (ID # **) and Samantha (ID # **), but neither of them did anything to help, except offer us a $100 gift card. All I want is the $1,100 back that I spent on the bedroom set.

When the chair is reclined, the material between the seat and foot rest is completely frayed. We couldn't believe our ears. We spent almost two thousand dollars on this set and are now left with junk! My husband finally persuaded them to send someone out and they stapled it together. When I got home, I was furious. The serviceman told my husband that it was all that he could do. He also told my husband that if he wanted to replace it, he should just take a knife and "accidentally" cut both chairs and that the warranty we purchased would cover for that.

I was in shock! This company should be ashamed! We put our trust in a company that makes itself out to be so trustworthy. All I have to say is word travels fast and could make or break a company. I guess this company will not be in business much longer if this type of customer service keeps up. We are very unhappy customers.

As we concluded the order, mother and I asked Shiraz two more times if everything we needed was included, he said yes. After I closed on my new home, I went back to the store to place my order off of the hold slip. This time I dealt with another salesman named, I believe, is Kevin or Keith. He said that the trundle bed head and foot boards were not in, along with a swivel chair I ordered for my niece. He said that they could not be delivered until August 19.

In the meantime, he said that he would give us frames for the beds so that we can have some place to sleep. This idea would have been great if we bought foundations for the bed because trundle only need a top mattress.

On August 12, our first delivery came and the two trundle bottom mattresses were missing. I called the store back to inform them that the two bottom mattresses were not in with the delivered items. But Shiraz said that we never paid for them and they were not part of the order. I asked why did he say that they were included when they aren't and he kept saying that he never said that. As a side note, why would anyone buy a bed and not want the mattress unless they were told the mattress was included. At this point, I asked him how much the mattresses would cost now and he said it's $200 per mattress.

I asked to speak for a manager and was put on hold for 25 minutes until Shiraz got back on the phone and said everyone was too busy to speak to me and that they would just call me back. At this point, I called the corporate office and spoke to a female named Andrea. She called around to see how the beds were sold and she informed me that he did not sell the beds correctly, that he sold us the $499 bed instead of the $599, which included the mattresses.

This would mean that it would cost me $200 more to get the two mattresses and he was trying to charge me $400 for them, when it was not our fault. We spent $7,300 on the furniture and we would spend $200 more for the mattresses if we were informed about it.

Amanda then called the store and got me in touch with a manager named Ramon and he honored the $100 per mattress rate instead of the $200 that Shiraz tried to charge me. So at this point we were able to schedule delivery for the mattresses on August 26. A week before the beds were supposed to be delivered again, they had to push the order because the head and foot boards and swivel chair were not in again. So I changed the full delivery to September 2. Yesterday, August 30, I received a voicemail on my answering machine, that the head, footboards and swivel chairs were still not in and had to b e rescheduled again. At this point, I just told them to come and get the other parts of the trundle beds that they delivered and cancel my mattress order and refund me.

At that point I was given to a manager named Allan who canceled the order and scheduled the pick-up on September 2 when the original delivery date would have been. Today, August 31, I got a call again stating I needed to setup a pick-up appointment. I called and told them that it was setup the night before that they are coming on the 2nd and they told me, no, they will not be able to pick-up the items, that they will be coming on the 9th instead.

After going back and forth with the store and getting nowhere, I called the corporate office and spoke to a girl named Jessica. She was no help, she said that there is nothing they can do and that I just have to wait for the pick-up. I asked to speak to a supervisor because she got very nasty with me, I then spoke to Samantha, a manager who got on the phone after over 15 minutes. She said she would try to see if the truck could come on the 2nd but she doubts they would. So, I still have to resolve it. I would need the refund to purchase new beds so that my me, my sister and niece can have a place to sleep in. I am at the point that I just do not know what to do. At this point, they owe me well over $2,000 and it is just not fair.

When we called it had not been scheduled, par for the course. No one at this company seems to care about the customer after the check clears. Bob can go on TV and yap all he wants about customer service but he will never hear about most of the complaints. This is typical of big business - insulate yourself from your customers. Bob you are a crook and a fraud!

I purchased a dining room table with 6 chairs that was delivered in the beginning of April. I got the protection plan that time also. It was because the salesman insisted that it is good on any problem that I will have with the table for the next 5 years. The dining room table has been very rarely used. On July 4th, I had a party in my house. One chair got a hole in the material, 3 chairs got paint from the guests pushing themselves into the wall and one chair got a broken arm.

I have a claim on file since July, and no one responded to me. I called few times and I was put on hold. When I finally talked to them, they told me that is wear and tear and none is covered. It is a brand new table. I am wondering what material it is made off that it is so bad. I am a very unsatisfied customer.

The delivery guys came and guess what? No frame, but is that a surprise? We called customer service and they gave us this ** reply, "Take it or leave it." How rude, right? But now, we are just disgusted with Bobs and we are done. It shouldn't be that hard to just deliver a frame with the bedroom set! They won't do anything to help you at all, so Bobs shouldn't be opening any other store until they learn to control the others that they have now. Good luck to those of you who are planning on buying anything from this ** store.

We are so disappointed in this sleeper couch. How can they sell it as a mattress to sleep on, it's just crazy. We love the couch but that mattress is not acceptable. No one will be able to use it. We paid a lot of money for this convertible couch. We have tried over six times to call all the numbers to reach someone and all they do was leave us on hold up to an hour, and that's just not good business.

I want this fixed. I want to talk with a live person and would like someone to get back to me as soon as possible. We have family coming in from out-of-town and we are so embarrassed by this.

I am very upset about this and I would never order at Bob's Furniture again. Please help me fix this problem. We are on a limited budget and we just had a baby. We bought this couch as a sleeper as well. This is really false advertising. Can someone please get back to me as soon as possible to help us fix this problem.

On Sept 28, I spoke to Brittany, and she was sending a tech to fix the drawer. On Oct 5, the drawer is fixed.. Around Dec 14, the recliner on the right side of the sofa sunk in and started coming away from the rest of the sofa. It didn't recline when sitting on it, only when not sitting on it. I tried calling customer service, but kept getting cut off. So I emailed instead. The customer service called on my cellphone but I couldn't hear her name as we were in store shopping. She said a tech was coming on Saturday, Dec 18 to look at/fix the recliner. The tech came on the said date, and said that the recliner was shot and he would put in an order to replace it. He stayed about 30 minutes or so, and chatted. He checked the recliners on the loveseat, they're fine. He also tightened screws under one pub chair.

On Jan 6 2011, I spoke to Robin. First, she stated that there was an order to replace the center bar on the loveseat. I told her there was nothing wrong with the loveseat. Then she stated the tech that came put down the recliner on the sofa. It was the customer's cause, not a manufacturer defect, and there was nothing she could do. She told me to call Goof Proof. I called and spoke to Frazier at Guardian Protection (Goof Proof). He spoke to his supervisor who stated that Bob's is responsible for one year after purchase, then Goof Proof would take over. I called Bob's back and spoke to Susie. She said she didn't agree with tech that came here, so she got an approval from a supervisor to have another tech come out and give a second opinion and to take pictures. She set it up for Wed, Jan 12.

The day before the scheduled date, I received an automated phone call on my husband's cell again, stating that due to impending snow storm that night and the next day, they are canceling the scheduled appointment. I spoke to Wendy, and she rescheduled for Tuesday, Jan 18. She verified someone was coming to look at the recliner and fix the pub chair, I said no, that someone was here for that already and said we did damage to the recliner. This was for a 2nd opinion on the recliner. And she verified this.

On Jan 18, the appointment was scheduled for 1:15 to 3:15 pm. At 3pm, a man called, and said he would be here in an hour. At 3:35 pm, Chris from customer service called, said the man that was supposed to come today was the same man who gave the 1st opinion, so he wanted to reschedule appointment. We got cut off and he never called me back. I called, and spoke to Kathleen. She rescheduled for the third time on Tues, Jan 25. She made sure she got the tech's name so that someone else would come and not the first guy.

At first, we had many problems with our coffee table and I had to call the service company many times to fix the problems. They kept sending a technician and he was saying that the table has a manufacture defect. Not to mention that it took me over 6 months to get the service company agree to fix the table. They came and fixed it. One hour later, the table broke again, calling again to hear that the technician once again had said nothing wrong with the table. I had to lose six months of my time and my wife's time dealing with this issue until finally, the company admitted that the table should be covered under the extended warranty plan. They gave credit for the price of the table. I went back to the store to pick new set of tables. Also, I had to go there 3 times just to do the exchange and each time, I had to spent more than 2 hours arguing with the customer services. They were saying that I don't have credit and after a few minutes, they said I have partial credit. Finally, after a couple of hours with me screaming in the store, we purchased a new table and we're still waiting for delivery

My main problem with Bob's furniture is that their products are not reliable. We spent so much money for the furniture that would last 1 or 2 years only. The second problem I experienced with this furniture is my living room. It almost cost around $1500 and after one year, we started to see that the foams on the love seat and the couch are getting flat and there is no pressure. I called Bob's and they did send a technician out to my home and he said that the foams are flatting and need to be replaced because the manufacturer used soft foams to begin with. I called Bob's again and they told me that there's nothing they can do because the furniture is out of manufacturer warranty. I called the service company that I purchased the insurance from and they told me also that nothing they can do because they only cover accidental problems, and the damages on the furniture is wear and tear from the manufacturer.

I finally called the local furniture store where I bought the furniture and was never ever treated so rudely and inappropriately by the store manager Rosanna *** who told me she didn't care. When I asked her when she could do to remedy the situation, she told me that, " I won't do absolutely anything for you." She was so nasty and rude and highly confrontational. I explained I have spent $27,000 in Bob's Furniture over the past 1 1/2 years. She said she didn't care. A person like this has no business whatsoever working as a manager to resolve problems. She has no idea how to deal with customers and no knowledge of customer service. She made a bad situation into the worst and most unsettling situation ever.

I got off the phone feeling very threatened and very poorly treated. I can't believe that I was spoken to by her like that. She should be fired immediately. I'm certain I'm not the person that she has treated this way. I would like Bob from Bob's Furniture to call me and rectify this situation and apologize.

The second mattress looked the same, but not as bad but I wasn't taking a chance so I didn't accept it. I then inspected the nightstand they had just set up and found a hole in that one too, so I told him to take that back also. Then he tried to take apart the bed, to replace the rails and footboard. He took the footboard out only to bring the same one in, now I don't know if it was deliberate but I know this because I had peeled the label off the first one I got.

I told him and he apologized and went out only to come in and tell me that the footboard they have with them was in worse condition. Now I was really upset. I accommodated these people for the second time and they couldn't deliver on the goods that I purchased. I wasn't going to sit around with missing pieces so I told him to take everything back. He did and he called customer care which took an hour of hold time.

I was asked questions about what and why I was returning the furniture. I then asked for a full refund and I was told that I have to wait. They didn't have to wait when they charged my credit card prior to delivery but now that there was a problem, getting my money is also a problem. It's bad enough I'll be sleeping on the floor or the couch tonight. Now they want to keep a hold of our money.

The drivers/delivery guys showed up and delivered only half of the order. We called the store immediately and after waiting close to 1 hour on the phone and being transferred from one uncaring employee to another, we got a human being to explain this screw up. The salesperson at the store had no idea why we received the phone call that our entire order was in and going to be delivered. Now, we have half of a living room and with no definitive idea if we will get the rest of this order in time for Christmas eve. The sales person at the Paramus store did say she would have it expedited ASAP and she also said she would call us back. We are still waiting for her phone call telling us that she "expedited" the other half of our order in time for Christmas eve. Also, according to their website (furniture delivery locator), our order has been completed.

I unfortunately went back to Bob's a few weeks later to finalize my order for the bedroom and dining room set. For this delivery, my dad wanted to help out and was willing to take a few hours out of his work schedule to be there for the delivery. My dad sees the delivery truck pull up and heads down to the parking lot to guide the delivery guys. By the time he gets down to the parking lot, the truck drives away. The truck had been there for a maximum of 5 minutes and no one bothered calling my dad or myself. When I called the customer service line, I was on hold for almost half an hour and the person I did speak with told me to call the store location I had originally placed my order with to figure out when I could get my furniture.

I had a house warming party planned at my apartment for the next day and had told people there would be plenty of space to sleep and was also counting on my dining room set to serve food on. Therefore, I wanted to schedule a delivery for later on that day or the very next morning. I finally got a hold of the "head" manager at the location I had ordered my furniture from and had no such luck. He could not explain why the delivery guys left after 5 minutes without stepping foot out of their truck or giving a phone call and also could not arrange for my furniture to be redelivered before my party. Needless to say, I was pretty annoyed with Bob's at this point and embarrassed that my apartment was barely furnished. I had to cancel the party.

I spoke with the manager again the following day, Saturday, to figure out when all of my furniture would be delivered. He scheduled a date the coming Wednesday, but told me that one of the pieces (a dresser) would not be available. I asked him how this could be when all of the furniture was "available" the day that the original delivery was supposed to come. He stated that all of my furniture had been in the truck that day, but could not tell me why exactly the dresser could not come with the rescheduled delivery. He also said he would look further into the matter and get back to me on Monday. Monday rolls around and no phone call.

I called the store later in the afternoon and was told that the manager I had spoken to would be off for the next few days. The manager I did talk to had no previous knowledge of my situation and could not tell me whether or not the dresser would come on Wednesday with everything else. He told me to call customer service (which is pretty much non-existent). I was pretty fed up with Bob's at this point since this meant more time away from work (I've been at my job for 2 months and don't get any PTO yet). So Wednesday rolls around and no dresser and no mattress. At this point I had paid a months rent for an apartment where I cannot even sleep in my bed! Yet again, another delivery date is scheduled so I can get my mattress and dresser to come the following Wednesday, which is today.

So the delivery guys show up with only the mattress but no dresser! I called the store yet again to complain about the delivery services (this has been delivery no. 5 and 6 is yet to come). The manager tells me that he had sent an email to the corporate manager about 5 days ago and was "surprised" when I said I had not heard from her and said he would send her another email at this point since I am still missing furniture.

I need to be accommodated for more than $100 delivery charge. This is unacceptable. At this point I have missed time at work and have to reimburse my father who has missed time at work for furniture that was originally ordered almost one month ago, and as I have said, I have been paying rent for an apartment that I couldn't even sleep in until today! And yet I am still waiting on a dresser. What else could possibly go wrong? Will they bring a dresser with no drawers? I am never buying anything from Bob's Discount Furniture ever again.

I was told by Eyal that my furniture was in stock at the warehouse, all except the recliner. I agreed that would be fine. We put $500 on it at the time. I went back the following morning and paid the rest in cash. At that time I was told by Jose my order was still on schedule for delivery on Wednesday, the 17th. I was told a phone call would come the day before with an estimated arrival time. At 4:46 p.m. on the 16th, I called the store to find out my arrival time. The girl took my number and said she would call me back. She never did. She went home for the day. I called again an hour later only to find out that my couch is on back order until December and the other furniture would not be delivered until then.

Needless to say I am quite upset. And no one was going to even call me to let me know this? When I informed the girl that I would be in in the morning, she informed me that since I paid in cash, I couldn't get my money back right away. I would have to wait two days for a check from the corporate office. Really? So I get no furniture and can't have my money back? I had heard things prior to going to your store about these problems but I figured these instances were far and few between. I guess I was wrong.

I am going to the store tomorrow to try and resolve this. In the meantime I will contact the Better Business Bureau and anyone else that will listen, including Marshalls and Tj Maxx since they are part owners of the company!

I paid off the table set and went to the warehouse to pick it up. I open the box at home to see a huge piece is broken off the large coffee table. I tried phoning again to no avail. I went to the store in person. I had to wait 20 minutes to talk to a supervisor. She told me to return the table to the warehouse and get the new one that Saturday.

My husband lifted the very heavy table into his truck on Saturday and we brought it to the warehouse. They took the damaged table. Opened the box with the new one. That one was all scratched up. We told them to order us another one! They said they would, but take the first broken table back home! My husband told them he is not lugging this broken table around again. He told them to keep it, and they did. We went in person again to the store since they never answer their phones. We told the supervisor this time we are having the Bob's truck deliver our table to our home free of charge. We are not going back to the warehouse. She agreed to do that. The truck delivered the 3rd table.

Finally, it was not damaged! Is this any way to run a business? I should say not! We will never buy furniture from Bob's again.

My husband calls me at work that Bob’s came to pick up the old chairs but did not have nor did they have knowledge of my new chairs. I told him not to give them the chairs. I was told that when they delivered the new, they will pick up the old. Now it’s 2:30 pm, I called on my lunch hour to be told that the store managers are in a meeting and one will call me. I asked for them to call me at 5:30. There was no call. I called at 6:30 to be told that they are having dinner and there is only one manager left. I asked for Dylan, he gets on the phone and said that he is sorry. They can't be delivered until the 15th of November. I get told that on my next purchase, for being so patient, they will forego the delivery charges. I'm still waiting for a store manager to call me and for my chairs.

My nightmare began on Sunday, October 24, 2010, when I placed an order for your Classy sofa on **. I provided all the necessary information and under delivery instructions, I indicated that in order for my to building to accept delivery of my furniture, a certificate of liability (CL) would have to be provided prior to delivery. On Monday, October 25, 2010, I received a call from sales associate Scott in Paramus, NJ. Why my order was assigned to your Paramus store when I live in New York City, I don't know and neither did Scott. Scott informed me that he was calling me about my delivery instructions. He asked me to specify what exactly it was that I wanted. I wasn't sure how to make myself any clearer. I had indicated on my order that I needed a CL. I wasn't sure what Scott didn't understand.

I never heard from Scott again.

A week of me trying to reach Scott and the Paramus, NJ store went by. I called numerous times and no one ever answered the phone. I left numerous messages and no ever returned my call. To this day, no one has called me back. I'm not sure if your employees are aware of the fact that customers want to make sure their orders are processed as requested. They would also like to be called back when an associate tells them they are going to call them back. I wasn't asking Scott for a favor. I paid $793.68 for the sofa and I wanted to make sure delivery of my sofa would go off without a hitch.

Since I couldn't reach Scott or anyone in Paramus, I decided to call your Secaucus warehouse. I can't remember the name of the woman I spoke to but she was the only person I spoke to at your establishment who seemed semi-concerned about the issues I was having. She too was perplexed as to why my order would be assigned to Paramus when I live in Manhattan. She transferred my call to your NYC store. Marissa answered the phone and I explained to her my frustrations with Scott and your Paramus store. I told her all I wanted was a CL because otherwise my building would not allow me to accept delivery of my furniture. The first words out of Marissa's mouth after I explained my situation were, "I'm not sure if I can help you, hold on."

After taking me off hold, her tune changed a bit and she apologized for the situation I was going through. I felt relieved when she told me she was taking over my order and that my delivery was still scheduled for the 9th . She also told me that someone would be contacting me 48 hours prior to the delivery date to provide me with a time. Marissa provided me with a fax number where I could re-fax my sample CL and she also provided me with her manager's name in case I had any further issues. I was able to ignore Marissa's poor grammar and poor phone etiquette because I was overwhelmed with joy that I had finally reached someone who could help me.

Marissa never called me back.

I couldn't understand why it was necessary for me to babysit Bob's store employees. As a customer with a request that was neither irrational nor preposterous, I don't understand why I was ignored, especially when I stressed the importance of the CL. I'm not sure how much clearer I could have made myself: No C, no delivery.

Sunday the 7th of November began the 48-hour time period prior to my delivery when I was supposed to be contacted with a delivery time per my conversation with Marissa. I waited patiently all day expecting to hear from a Bob's representative. When I saw it was 9:00 pm on Sunday and hadn't heard from anyone, I began to worry. Had Bob's forgotten about me? I asked myself. Are we still on for the previously scheduled November 9th delivery date? I wondered. I was stressed out. Again, I just couldn't understand why I had to be on top of your employees. I'm not getting paid to make sure they do their job. Quite the contrary, Bob and friends, I shelled out quite a lot of money and wasn't getting anything in return. I get that Bob's is a discount furniture store, and perhaps my expectations are a bit high, but last I checked a certificate of liability is pretty standard in the furniture industry and is not by any means considered an exorbitant request.

On Monday November 8, 2010, I called your Manhattan store to inquire about my order. The first time I called, I was hung up on, and though I can't say it was intentional, Nikia answered the phone in a less than enthusiastic tone. I, however, understood it was Monday and decided to give her benefit of the doubt until I began to realize she really couldn't care less about my situation and what I was going through. I have lost count of the number of times I have explained to various Bob's employees that in order for me to accept delivery of the sofa, my building required a certificate of liability. I explained this to Nikia and also told her how Marissa was supposed to confirm receipt of my fax and never did. I also told her I wasn't sure if my delivery was still scheduled for the next day for I hadn't heard anything regarding my CL request.

Nikia sighed and put me on hold. When she came back on the phone she informed me that the CL request had been sent to corporate and was taken care of. I was relieved that someone at your Manhattan store had indeed received my fax and had taken the necessary steps to ensure my sofa could be delivered. Before hanging up with Nikia, I asked her if it would be possible for the driver delivering my sofa to call me when he was close so that I could meet him at my apartment. She told me that it was probably too late to put said request in. I'm not sure why or what that meant, but she informed me that I could track the delivery online anyway.

Nikia provided me with my customer number for tracking since I never received an invoice from Bob's, only a receipt with information that wouldn't help me locate my order. I wrote it down and hung up without thanking her which is extremely unlike me. I was just genuinely upset by her attitude and lack of interest in my situation. I'm really sorry for calling you at your job and asking you to assist me, Nikia. The nerve of me to expect you to fulfill your responsibilities. After hanging up with Nikia, I felt a little better even though she was rude and unsympathetic. I remained a bit wary though for my prior experiences with Scott and Marissa proved I couldn't really trust Bob's employees.

Tuesday morning arrived and I woke up excited to finally have reached the day where I would have a place for guests to sit when they visited. I went to track my order online since the 3-hour delivery window assigned to me was inconvenient and I had to go to work. I realized I had left the customer number scribbled on a piece of paper at work and as result could not track my order. I pulled up Bob's website to see if there was another way to find out where my sofa was. A customer service number was listed under the state-of-the art tracker.

I called and waited for 15 minutes. No one picked up the phone. I was already late for work so I had no choice but to hope my sofa wasn't anywhere close. Again, I was never emailed an invoice, only a receipt that didn't provide me with any tracking information. I'm not sure why my customer receipt number is different from my customer number. Perhaps someone can explain that to me? Anyway, I arrived at work and tracked my delivery. I saw the ETA was 10:42 am, so I arranged to take an early lunch break. I got to my apartment at exactly 10:30 am. I kept tracking the delivery and saw some fluctuation in the time. I waited and waited. 10:42 had come, yet the state-of-art tracker informed me my delivery would now be arriving at 10:36 am. I didn't know Bob's Discount Furniture was capable of time travel.

At 10:50, your tracker told me my sofa would be here at 10:55. At 11:00, it said it would be arriving at 10:54. I thought maybe your driver had located his missing flux capacitor and was going to attempt to travel back in time again. By 11:10, I felt it was necessary for me to inquire about the way your state-of-the-art tracking system worked. For the second time in one day, I called your customer service line. I was on hold for 22 minutes before I decided to hang up and call your Manhattan store. Marissa answered the phone and didn't care how upset I was. I told her I just couldn't comprehend the tracking system. I begged her to explain it to me. I understand your customers are provided with a time window, but why the tracker Bob? Why?

Marissa tried to use the 3-hour delivery window excuse and I told her that I have a job and can't afford to sit at home and wait for Bob's employees to show up when they feel like it. That is precisely why I asked Nikia to provide the driver with my contact information so he could call me when close. Nikia told me she couldn't do that, only she and God know why and so I had no choice but to rely on your self proclaimed state of the art tracker. I suspect there is nothing state-of-the-art about it but that's an entirely separate issue and 6-page letter. I asked Marissa for the driver's phone number so I could call him myself and find out what his situation was. She told me she did not have his phone number and told me that only customer service could help. I begged her not to transfer my call because I had just wasted 20 minutes of my life on hold. Nobody likes to answer the phone at your place, Bob. Perhaps your employees would be interested in carrier pigeons as an alternate method of communication? Apparently holding a phone up to their ear is just too much. Let the pigeons do all the work.

Marissa insisted there was nothing she could do for me and transferred me to customer service anyway. I was on hold for about two minutes when an automated message informed me that no one was available and suggested I try my call at a later time. Furious, I called your Manhattan store back and this time David, the manager picked up phone. Do you guys have caller ID? I'm pretty sure he knew it was me. David informed me that there was nothing he could do for me either and again insisted he would have to transfer me to customer service even though I explained to him that I was told they weren't available.

What kind of a world do we live in when people responsible for entire stores can't even help a customer? I remember the days when people actually cared about their customers and didn't make them wait on hold only to be turned away by an automated system. Again, I was transferred, but while on hold for the fourth time that day, I received a call on the other line from my doorman who told me the supervisor of the building wanted to see me about my furniture delivery that had just arrived which was an hour and a half after the state-of-the-art tracker told me it would mind you. I met with my supervisor only to have him inform me that he never received a CL from Bob's Discount Furniture and that Ghassan, the driver had no idea what he was talking about when he asked him for one.

Seething with anger, I called David, the Manhattan store manager back. I asked him why on earth one of his employees would dare to assure me all my paperwork had been taken care of when clearly it hadn't. Speaking in double negatives, it was a bit difficult for me to comprehend exactly what it was he was saying, but I believe he explained to me that he had no idea why Nikia told me I was good to go. The best explanation he could up with was that maybe she had worked with a different manager. I had to explain to him how ridiculous he sounded. And again, I explained to David what I had explained to every Bob's employee before him: No CL, no delivery!

Perhaps you should spend less money on acclamations and more on formal employee training. David didn't even apologize. All he said was that it would take him some time to contact corporate and have them fax a CL over. I told him to forget it. I wasn't going to waste another minute of my life on Bob's Discount Furniture. I told David I didn't want the couch anymore and told Ghassan to leave. I don't know what kind of managers you hire at your stores but David didn't even try to calm me down. He didn't apologize. He didn't try persuade me to keep the couch by dangling a possible discount for my troubles or inconvenience in front of me, not even a coupon to the International House of Pancakes, nothing.

I asked David when I would be getting my money back. He told me that once the sofa is returned to the warehouse, the money will be refunded back onto my card. I know that your main warehouse is in Connecticut and I know the sofa was most likely bere turned today, the 9th, so I expect to see a full refund no later than Thursday. I hope you take something away from my experience Bob and friends. I really hope you do. I lost complete faith in humanity after dealing with your inarticulate, oafish staff and you have lost a customer for life. And just so you know, I'm young. If things would have been different, who knows? I could have been buying a bedroom set for me and my unknown future husband, then a few years down the line a bedroom set for the twins I plan on having, a couch for the family room, a dining room table for holiday dinners ¦the possibilities could have been endless, but are no longer options. I will never even bother browse your website ever again. That is how displeased I am with your store and your people.

Also, please note that as a former journalism major and current blogger, it is my duty to share my experience with the world. I have already prohibited all of my family members from ever ordering from Bob's. I will also be posting my experience on Yelp, Facebook, Twitter, Reddit, Tumbler, and the Consumerist. If that doesn't get my point across, I also plan on standing outside of your Manhattan store and handing out flyers to potential customers. It's their right to know.

On October 15, 2010, only day available to take off and go to store and pay in full, Mr. **** said it would be delivered on the 18th. The 18th came and went with no avail. After spending 45 minutes waiting for customer service, they told me that the table was on back order until December and did not know why someone would tell us otherwise.

I chose another table within the same measurements and color and said that would be delivered on the 26th of October. I took off another day to wait and to my surprise, the warehouse calls around 2pm that the table they had was damaged and would not be delivered. I called customer service again and waited again for another 45 minutes, because calling the store you never get any help and they don't call you back. This time they said that it would be delivered on November 3, 2010.

Granted they actually made it to my home but brought the wrong table. This happened approximately 1pm. It is now 4:30pm and still no one has called back from the store. God help me!

They didn't say that in the store when they took my AMEX. Then to top off this miscommunication when they delivered the furniture, it was repackaged good. The wall unit had been damaged and repaired, and we paid full price for it not knowing. So they came back and got this damaged unit and to date, they still have not credited my AMEX card the $545.

I have a customer dispute in with AMEX, but my expectation is that Bob's do the right thing. I will never purchase anything from them again and don't recommend others unless they know upfront what they are getting. Inspect the goods before they leave your premises.

I called Bob's Furniture Costumer Service and its answer was a recorded message that told me that I have to wait, I was waiting for more than 30 minutes, I went to its website www.mybobs.com, and I put my complaint twice but I did not receive any answer from Bob's. On October 14th, I went to the store in Freeport.

I explained my problem to the salesman who attended me the first time, Keith **, he dialed the customer service and told me that I have to wait because somebody was going to attend to me. I was waiting for more than 30 minutes but nobody attended to me. So a salesman, Randy **, told me that he is going to solve my problem, that somebody from Bob's is going to call me in 2 or 3 days. I have waited more than 9 days but nobody called me.

This transaction cost me $ 1,085.14. I can pay it in 6 months without interest. I have to do my first pay on November 8, but nobody solved my problem. I want to cancel this transaction and give back the dining furniture. I do not want to have any debt whit them because this company is not reliable.

Last Sunday, yes Sunday, I get a call from the warehouse from a guy named Paul. He tells me, in no uncertain terms, that Bob's will not deliver the furniture to us any longer. He said "I'm messing up his deliveries to other customers because I keep refusing delivery." He tells me that I should have accepted the pieces and they would fix them eventually. All this mind with a very condescending attitude. So I go the phone route, which I'm sure all of you other frustrated customers know about, speak to the General Manager Jeff in the Yonkers who assures me that I will get another delivery attempt.

Last night, 10/21/10, Jeff calls me at 9:30 PM to tell me that Bob's will not deliver again. This is after a received email confirming delivery this coming Saturday. Jeff tells me that no delivery will happen. He ,as well as the condescending warehouse man Paul, tell me that Bob's wants to cut ties with.

In other words, drop dead to the customer, go away and never come back. Now some of you readers may think we're very picky when it comes to purchases like this. Not true at all. All I want is a delivery that's not damaged. Little nicks, pin holes etc is acceptable, but not like I described earlier. l have so many damaged pieces that they can afford to throw away business. Why can't Bob's, in this case, want to get it right? They need to stop ripping off the consumer.

Then when my husband fixed it, I had the courtesy to try to call back to cancel the guys from coming back. After waiting for 35 minutes, we hung up. The guy called today to come. I told him I called to cancel but since we didn't cancel, you can still come and make sure if it is safe for the kids to sleep on. He said, "no, it's okay". What's okay? For my kids to fall off the bed? I am not happy with your service and so frustrated. I regret buying your goof proof because God knows how long I will have to wait on the phone to report until someone who actually cares comes out.

Now they said Friday the 29th. I can not track it, it is not working and the phones are not working. My husband has to work, I am an hour away and will be there if I know it will be delivered, but how can we trust this. I would like my son to cancel and get the money back, paid by debit. Bob's is a very bad business, how do they run a business like that?

This is for my son who just got divorced. I am sick about this. I don't know what to do. I read a lot online about the bad quality also. I want my son to cancel, I am so afraid of that store and do not trust them.

The delivery came on time, but when my husband inspected the sofa. It was damaged on the back part of the sofa. It has a large tear in the micro-leather. So we refused the sofa and the delivery men put it back on their truck. The delivery guy, named John, said before I make a call to Customer Services, "Tell them it was the wrong sofa, or wrong color, but not damaged." I think they were covering their ***. He got in touch with Customer Services and told my husband a new sofa will be sent next Saturday, Oct. 23rd 2010. And we would be getting a call within three days before delivery.

Wednesday, Thursday and Friday comes, no call for delivery. But that Thursday & Friday, my husband and I tried calling the phone numbers that were given. They put you on hold for hours, they give you another number that leads you to a recording of Bob, the recording tells you to leave an e-mail and they will get back to you or it says they are have phone problems.

Then the Saturday the new sofa was to come. We get a phone call late afternoon. Telling us no delivery today. They have to stock their truck. We have to make another delivery day. We told them we did not want the sofa anymore and we are canceling the order. The person was not very nice to my husband. My husband said I will talk to a lawyer for some advice. So she said, I can not talk to you anymore and hung-up on him. My husband tried to call back the number. It was busy all day. I was upset on how they were treating their customers.

I called my charge card company to put a stop on my purchase. I explained what had happened. I already had gotten my bill, so I worried that now I am responsible for the $739.24 and no sofa. Chase said they will take care of it and not to worry.

I looked up complaints on the computer about Bob's Discount Furniture. They are all saying the same things as me. There are to many people having complaints on this company. They should be investigated. How does a company stay in business this long treating their customers like this? I read the the complaints from the people and I know how frustrated they all feel.

We all work hard for our money. People cannot throw their money away like this. And people like Bob's Discount Furniture are taking advantage of his customers and getting away with it. He must be laughing all the way to the bank with our money! I also wasted our money on that "Goof Proof Protection Plan." All the people who had a complaint said it was worthless! Bob's Discount Furniture is a lie and he should be stopped ripping off people. They say you get what you paid for. I guess it's true. But it is still wrong to treat people like this.

I called their 1-800 number Wednesday night around 5:30PM. My fiance and I had been given a time-frame of 1:30 to 4:30PM and we wanted to find out where our delivery was. I do understand that the time frames provided are estimates. After I had been on hold for about twenty minutes, a representative came on the line. I had to explain my problem to him several times because he did not seem to be listening and therefore asked me the same questions repeatedly. The representative put me on hold for several minutes, and then returned to say he could not help me. I had to call back and was placed in the phone loop waiting for another representative. Needless to say, I was quite frustrated.

Our delivery arrived around twenty minutes to 8:00PM! The driver and his helper looked much stressed. They did apologized and explained that the customer service phone system in place is very dysfunctional. In fact, the delivery men told us that they too must call the same number as I would if they needed to get a hold of customer service. The driver explained that this is why most of the times they arrive late and sometimes they could be on hold in a customer's home for more than a half hour. What I say to this, why would this man share this information with the public? This creates a negative picture regarding their company.

Once the delivery men left, I noticed a scratch on one of the seat pillows. After the awful experience I had over the telephone with representatives, there was no way I was going to call their 1-800 number back. Furthermore, the information that the delivery men told me left me even more disgusted with the telephone service. So instead, I directly called the store in Orange and spoke to Kathleen. I explained to Kathleen all of the events that had just taken place and even she agreed that their so-called customer service telephone system was useless and ineffective.

I demanded to speak with someone of authority at the Orange store. Kathleen then told me that since the furniture was now in my home, the store manager could not help me any further. At that point, my pressure was boiling! Where is the customer service? She did, however, credit me the delivery charge for the couches and stated that she emailed someone at the corporate office and I should hear from them that very night or at the latest, Thursday morning. I never heard from anyone.

Once again this morning, I called their 1-800 number and received the same service as Wednesday night. An automated voice said, "We are having technical difficulties and we're sorry," and I was disconnected. When I finally was able to speak to someone and explained my story for the tenth time, she claimed she was the highest person I could speak with. This is completely false. I pressed it so much that she made the same comment as Kathleen stated. She will email someone and they will call me. I requested that whoever this person is to please call me today.

I am very frustrated to say the very least. I expected a higher level of service from their company and I am quite disappointed. Because I do not want to spend any more time on this problem, I am returning the product immediately, and I expect a full refund. As word of mouth is the best form of advertisement, I will be informing my friends and family about this awful experience. Also, keep in mind that we acquired our home a month ago and need to furnish more rooms. Unfortunately, we will not be making any more purchases from their company. We will be shopping with their competitor.

They had my correct cell number, and email address, yet they still cancelled my order. I told the store, they never refunded the amount I paid, when they voided my order. They told me to call corporate, because they did it. I called corporate, who called the Woodbridge store, and told me I had to come in, and talk to the manager if I want my money back. So they cancelled my order, but keep my money? So now, we have to go to the store, and get our money back. Their customer service was terrible. I will never deal with this company again.

The draws are broken, there are chips, pieces are cracking off, the bed frame broke etc. My daughter is about 100 pounds, so this should not have happened. I am very dissatisfied with the quality of this set. I guess I should have taken out the insurance, but did not think I would need to. Her old bedroom set was over 10 years old, and everything is still good. No broken draws, bed etc. I am not sure what I want to accomplish with this. She likes the set, so do I ask for a new one, or do I ask for my money back.

I sent them an email about this on July 24th, and it was ignored. I am so unhappy and so is my daughter. This set is a piece of junk, and they should not be able to sell merchandise that does not hold up. I cannot afford to go out and by her a new set, and this one just makes her room look so bad, because it is falling apart.

The table wasn't balanced and the table top had about a 12-inch circle of dullness to it. I called in and they sent over what they call a technician who said it wasn't the table or the chairs, it was my floor (he didn't have a leveler) and I just had ceramic tiles put in and leveled 5 days before I purchased the table. He did something that he calls fixing the hole (I wish I could include a picture).

I could have done better with a sharpie. Anyway, he said he couldn't fix the table, that it would have to be replaced because it was a manufacturer's damage. So I spoke to the representative who informed me that I have to drive back to the warehouse (1 hour and a half away) to pick up a replacement even though the product came damaged from their warehouse and that if I wanted them to deliver it to me, I would have to pay the delivery fee ($80). That made me very upset because it is not my fault that the table came damaged and I feel as though they should deliver me a new table and take back the one I currently have!

He then called costumer service and told them it was wear and tear and could do nothing. I got on the phone and argued with them. I did tell customer service what he said about getting what I paid for. They did at that point grant someone else to come look at it. A gentleman named Gilbert came and said, "Yeah, this needs all new stuffing but the chaise lounge, nothing I can do for you." This went on four different times. This is when I started asking for receipts and they all told me they couldn't give me one. I had to call customer service and request them.

I called customer service for a receipt. They never sent me one. I just kept calling until finally of '09, they sent me three receipts but I argued with them that they aren't all here. I had to have a man come and fix the wood back part of the same couch. No receipt for that. Then he ripped the back while fixing it. They had to come back for that. No receipt. I only have three receipts today, one receipt a year. I called and they said on 3/13/08. It came 3/22/08. I called on 12/30/08 and it came 04/10/09. I called on 11/07/09 and it came 02/20/10. I've had more house calls than that. I've had Tim and Gilbert came twice, John, Robert and the men that came in the beginning, I didn't get their names, or the man that came to fix the wood or the rip in the couch.

I spoke with the manager, Fred, on 11/28/09 who told me I need to get a second opinion and to request that Gilbert not come here. I just had a man, John, on 2/20/10 who stated the couch needs other work besides the stuffing that won't help this problem. I had a gentlemen come to fix it on 3/20/10. He stated this couch shouldn't even be fixed. You should have gotten a new one. I spoke with Sarah, the manager, who was on that day in customer service but she said, "No way to replace the chaise lounge because it's been over the one year warranty," and if they have to fix it, it will be a cost to me now. I asked about my five-year goof proof plan. She said that doesn't cover this particular problem, "Just if we damage it like burning the material, etc." They told me the chaise lounge is like this because we sit at the foot rest. I told them we do not sit at the end. My husband sits on it the correct way. I ended up arguing with her same as every other time I've had to call, they give me the runaround until I just agreed with them. I either want Bob's to either stand behind their products or their warranties. There is so much more to write about but I wanted to get to the bottom line.

I was not told until I called them that they use a shellac spray during the manufacturing process. The store was misleading. There was minimal odor on the piece of furniture in the store which was probably there for over a year. It smelled like pine. I had no idea I'd be getting a solid pine chest coated in what is basically poison for a person with multiple chemical sensitivities and who is also immunosuppressed due to Myalgic Encephalopathy.

Well, no one tells me it takes 8 weeks. So sometime in November 1, 2008-ish, I called the number again and said, “where is the chair stuff?” I got a nasty man who rudely told me it takes 8 weeks and I should have known that and it will be here in mid-November! Well three days before Thanksgiving and no replacement parts so I called again! And now they tell me they've no idea what I am talking about, and nothing was ordered but they will order again for me!

Well, December 10, 2008 rolls around but still no part. I had on holiday with damaged table and chairs! And again they never ordered the part. But then Beverly tells me it’s on back order and that she’ll re-order and it’s the vendor’s fault. But it will be shipped to me on December 22, 2008 but most likely get it after the holiday, so another holiday with broken stuff! On Jan. 5, 2009, I called again and now they tell me they should receive it by Jan. 13 at their warehouse and they will contact me! Here’s the situation.

When I called to have this redelivered, it was scheduled for Saturday, August 9, 2008. I waited for this, only to find out the driver went to the construction gate (chained and locked), called the office to tell them they were unable to enter. (The main gate is just down the next opening) waste of my time--this was then again rescheduled for Wednesday, August 13, 2008 only to find out the hutch/buffet and mirror were on the morning truck and the afternoon's delivery consisted of the two piers, no bridge. Another wasted day!

On the phone AGAIN to find out about my 2 piece chest and bridge. I was told that the 2 piece chest would be delivered on Friday, August 15, 2008. They didn't see any bridge and I was told to call the store where I purchased the merchandise and speak to my sales representative. Again I called customer care and was told again, that they had no record of this bridge being returned to the warehouse, they were going to check and let me know. Two days passed, and no phone call as to the status of my bridge.

On August 15, 2008 I called customer care AGAIN, and when I told the women what I was looking for, she said "oh yes, I see it's here , are you calling for a delivery date." Are you kidding me! What kind of business are [they] running? [They] want your money UPFRONT before the merchandise is delivered, and then you give the customers a runaround trying to get it delivered, and hopefully in one piece with no scratches or chunks taken out? You can mark my word; I will NOT buy from [their] store again.

Later the back of the bi-fold mirror came loose and I was afriad that when cleaning the glass the mirror would come loose so I called for service again. The tech that came to repair the mirror saw that the stples had indeed come loose but he informed me that he did not have a staple gun and he was going to screw the panel into the back of the mirror. I told him not to because where the mirror was positoned you would see the big silver screws. I left the room and he glued the back of the mirror and put screws in the back so that the mirror would stay in place, he told me that I could remove the screws the next day. I told him that I asked him noy to screw the mirror in the back and he told me that he was not going to sit and wait for the glue to dry. I called customer care and was told that they were going to send me a new mirror. Well they did and the mirror was also decective. The bottom part of the mirror has a strip of glue along the bottom. A new mirror was sent5 again and this time there was a big slash at the top. I refused delivery and called customer service yet again. They were willing to swap out different furniture or get my money back.

I went to the store in good faith picked another set and was told it would be inspected by the warehouse manager. This furniture came with pieces of wood missing on every drawer. The delivery people even noticed. I contacted customer serc=vice and I spoke to a Patrick in the dept. Iwas kept on hold for 20 mins before The call was disconnected. I called back and spoke ot a supv and told him the situation. I was told that if the delivery was not accepted they would take back the furniture for a full credit. The delivery people would not take the furniture back because they could not fit it in the truck. As it stands now as per the supv I am waiting for them to pick up the furniture for refund.

I have missed appts that have been scheduled awaiting the various furniture deliveries. I have missed work and also it has taken time away from family obligations.

This is strictly a customer service matter; however, people need to know that Bob's Discount Furniture does not care about the customer once they have received their payment. It should be noted that they are not a consumer friendly company.

The item in question is a queen sized storage bed. It arrived with out parts of the drawers. They have been downright unreasonable in provided me the complete items and service they were contracted to do.

This is so unfair for I am a Grandmother whose daughter died in May leaving me her children to raise that are 13 and 14. Between doctors, legal justice system,plus work how can I fight. I work for Fortune 500 company and they must stand up to wrong doing and make good their mistakes. They have no corp offices for I have tried to reach them and it just sends me back to the store.

also when is called the store i ask to speak to him (4) times 1 time they transferred me to mass, the next new hampshire, the next time someone hung up on me the 4 time i said i was coming to the store and they told me they would call the police.

We got the sectional home and attempted to set it up, but one of the pieces was not right. I had received two right-arm pieces, in spite of the fact that they were labeled correctly upon pickup. We went back to the store and found the salesperson who had sold it to us, explained our concern, to which he replied "That's impossible" and told us to call customer service as there was nothing he could do. I did so, and was on hold for 25 minutes. I was told that because I had not initially paid for delivery that I would have to return the incorrect piece to the store and pick up a new, presumably correct one.

I was not satisfied as this was their mistake, not mine, and asked to speak with a manager, to which the "customer service" agent responded "They'll tell you the same thing". I was unable to resolve this first call to my satisfaction as I needed to go to work. I made a second call a week later and was told that it was my responsibility and that I should have inspected it upon pickup. I asked to speak to a manager and was once again told that they wouldn't say anything different; however, I was put through to a manager. She was at least civil and insisted that the company would not pay for delivery, but would refund the money I'd paid if I wished to file a complaint with Consumer Affairs or the BBB. I informed her that I did not want the money; I want the correct piece of my couch, in my home, without further effort from myself or my family. This is their mistake. I was told that it was policy, clearly outlined in the paperwork I was given, and indeed it is; however, I was unable to inspect the furniture upon pickup as it was quickly shoved into my vehicle and encased entirely in thick plastic, was not told to do so. I also purchased a table from them which was thankfully in its entirety upon pickup, but it was all encased in cardboard--am I supposed to rip that all apart and then transfer it to my home, just to make sure THEY haven't screwed up? Even so, they're not willing to correct the mistake if I hadn't initially paid for delivery.

The manager said that it could be delivered to my home if I paid the delivery fee, but once again, this is not my mistake. I will never again purchase anything from this store--prices are reasonable enough, but customer service and satisfaction are sorely lacking. Unbelievable.