Bob's Discount Furniture Reviews
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I purchased a bedroom set and was told delivery couldn’t happen for 2 weeks due to frame being out of stock. 2 days later I came home to a huge box left in my porch. It was the bed frame! I paid for white glove which I’d delivery -set up - trash removal. I called the store. No worries. Frame comes directly from the manufacturer. Driver coming next week with mattress and dresser will put together. Guess what? They came with dresser and couldn’t get upstairs and mattress, refuses to put frame together. It wasn’t in their paperwork. They drop mattress still wrapped up in room. Take dresser and go! I put the frame together myself, unwrap mattress and now have huge boxes and all kinds of trash on my sidewalk.
Had to call a Customer care- first call lasted 45 minutes and they couldn’t find supervisor do had to call me back. NEVER called back. Called again - another 40 minutes trying to find supervisor. I just wanted the money back for the dresser. And my delivery set up charge. I got frustrated and called the store directly and got someone to at least refund the dresser seeing as I never got it!!! Awful! If you want cheap furniture and have no issues with the delivery this is your place. If anything goes wrong good luck to you!!
Bought a very expensive marble dining room set, placed glasses on table for supper and the glasses left ring marks, we had the Goof Proof and was told from their insurance, they would replace the table for anything in the store for 341.00 in change, this table was cheaper so we had a credit of 58.00 dollars, which I purchased a lamp and of course they had to order it. Lamp was suppose to be here on Tuesday, called the store and they forgot to put the lamp on the truck, so I cancelled the order. Seems like they dont wanna please their customers, should never make a promise you can't keep. VERY VERY DISAPPOINTED.
The worse experience I ever had. I purchased a bed on 9_28_19. 1st delivery they didn't have the full set. 2nd delivery furniture damage. As of 11-13-19 I'm on the phone daily trying to get my money back. Store location Hunt Valley MD.
I bought 5 piece Spencer bedroom set and bought mattress and box springs also. My 1st delivery they had 2 different sizes of the box springs. That was delivered on Saturday and they would not send correct box spring on same day so rescheduled for Tuesday meanwhile I'm sleeping on floor and they dont care. So on Tuesday truck came with only 1 box spring as I have king size bed so needed 2 box springs. I'm very frustrated and told them needed come pick up everything as I was done with them as the 2 delivery was supposed be double checked before getting on the truck. Customer service refused pick up furniture stating once I accept into my home it can't be returned. The box spring was the last thing guys brought into my home so I didn't know there was big screw up.
Bob's sells poorly made furniture that falls apart and will not back their own warranty. I have pics that I can send proving that they use poor wood, and everything is just stapled together. ** craftsmanship with no support leaving customers stranded. I purchased the Goof Proof Plan which serves no purpose other than extra profit for them.
I purchased a wood dining table and got decaf proof plan. My wife set a hot pot on the table and the surface was damaged accidentally which should be covered under the plan. The claim was denied because they said that it looked as if it were multiple occurrences. It occurred one time and I am not sure how they feel it happened over multiple times. Why would I file a claim after multiple occurrences? It does not make sense. I will be filing a claim in court. This is not about the money but the principle. It appears that they deny all claims and try to find an excuse in any way.
Ordered a table to be delivered today. Was given the time frame of 12:45-3:45. At 6:00 called and was told it was still on its way. Asked to speak to a supervisor. After almost 45 minutes on the phone he tells me the driver knocked and no one answered at 5:07? First I was by the door the whole time with a dog that barks at everything. Second, at 6:00 I was told they just left the stop before and on its way and now being told he was here at 5:07? Lastly you don’t call before walking away. Give me a break. The driver was running late for the day and just came to the house took a picture and left. This is the worse experience I have ever had with a company. I will tell everyone I can to avoid this company.
First, I can't lie that have decent furniture at great prices but their customer service, sales, and delivery are awful. I have ordered multiple times from Bob's but have recently had major problems. I purchased a living room set, dining room set, and brand new king mattress, (not all together but different purchases) all paid in full with delivery dates and times chosen and guaranteed. Only thing that showed up was one chair and a chaises. The mattress was for my elderly parents that needed an upgraded mattress. So no furniture for my home and no mattress for two weeks for my parents to have a new mattress to sleep on.
I had just purchased my home and was having people over and my church for a blessing of the home. I contacted Bob's about this and they said sorry but everything is on back order. Well when I purchased all these items, I was never told anything was back ordered and they gladly took my money. I received no compensation or money back for their mistake, they offered me a fifty dollar gift certificate, which never came, and what can I buy with fifty dollars at furniture store? Basically a half of a lamp. Customer service and especially the supervisors were extremely rude and not helpful. I recommend going to a different furniture store, spend that extra money at a furniture store with more quality products and a more professional and reliable sales and delivery team.
I paid $650.00 for this imitation leather lounge chair and it started peeling very badly after sitting on it. I did not even know it was not real leather. The same thing happened to the headboard I bought from them that I thought was leather. It started peeling in no time. The handles on the dresser draw broke off and I paid for insurance and was told they don't have any handles. The mattress I bought started to sink in the middle and no one even sleeps in the middle of the bed. When I called for a replacement I was told that my insurance does not cover the mattress. The only good thing I can say is that it all looked good when I purchased it.
I purchased sectional sofa and I got delivery as per the expected date. However, during the installation Bob's technician team found that 4 of the legs are missing. I immediately received call from Bob's warehouse team that I will receive the legs first thing in the next morning. Of course I did not receive on next morning so I called customer service and they told me to wait for about 7 days to receive the part and then I have to call their technician to fix it. This is after paying $150 for shipping and installation cost. I have already invited some friends at house over the weekend and I know it will look odd. Highly Disappointed with false promising.
I will start off with my in store experience was good. No problems there. We bought a power reclining couch and love seat. We had to have the original couch replaced at seven months due to foam on cushions and armrests deteriorating. Now a little over a year later after the factory warranty has expired the couch is literally falling apart again. With the color of the material it can be hard to tell without very close inspection if there's a problem or not but upon close inspection the seams are coming apart. The armrest on one side is flat. I noticed that one side of the couch is separating and the frame is broken.
Bob's nor their warranty company will do anything about this problem. They are clearly selling sub par furniture or at least the brand the sold me is. I fully understand the 1 year factory warranty but to have a second couch fall apart worse than the first with no resolution from them at all except oh sorry was their literal response. Honestly just spend the extra money and get quality.
Stay as far away from their FRAUDULENT Goof Proof plan! It is an absolute scam. The minute you make a claim, you will realize the mistake you made when agreeing to this extra "coverage." The furniture they offer are of cheap quality, so there will 100% be damage. However, if you think the "goof proof plan" is what you need to repair your damaged furniture, you couldn't be farther from the truth. They will do anything they can to deny your claim, and reject your warranty.
It's all a scam to get more money into their pockets. If you decide to settle on their furniture for the cheap prices, be my guest, JUST BE SURE NOT TO FALL FOR THE GOOF PROOF PLAN. They make the offer sound so good to be true, and that's because it is. No one will cover your damaged furniture, and you will end up stressed and running around in circles trying to get answers. Not worth the headache.
I bought a sectional couch on 09/25/19 to be delivered by 10/19. Part of the couch was delivered, missing 2 pieces, one because they put the wrong piece in the truck and the other because they didn’t have in stock. Accidents happen, we are all human beings and make mistakes. One piece was delivered the next Saturday the other one still missing. We received a call saying the piece would be deliver on 11/9. Then another call saying that will be delivered on 11/19 and it goes on. I called the store the manger promised to be delivered on November 9th. But it’s not happening.
I am so frustrated that I don’t want this couch anymore. I am trying to return everything since the policy says that “if merchandise is not available for delivery by the promise date... FULL refund of any payments you have made”. So, I don’t know how many times I have talked to customer service. They let me stay on waiting call for over 50 minutes! This is unacceptable! I am going to file a claim and have my attorney to deal with it. I am tired.
What I purchased and paid cash for wasn't delivered. Sales rep, Fernano **, said he would personally bring store models of coffee table, 2 end tables, and 64" tv console as lenders for 2wks till new products arrived. He texted me when he was supposed to be here, sorry if you want the items have to pickup urself. Blew me off. I'm 73 and dont have a pickup. That was crappy. My table lamps didn't come with delivery. The love seat was soiled. The lift chair made a horrible noise, and the massager on didnt work it. The rest of the entertainment unit was 2 diff colors and they put the 2 sides together backwards.
Fernando said that washed colors aren't the same. WTH, they were the same color in the store. The top piece to the entertainment unit was broken in 4 pieces and they were trying to install it anyway. My couch cushions dont sit right. My overstuffed chair has big creases sew in on one side. They didnt remove the strings in my side server or bedroom furniture drawers. Had to remove the hardware to cut them off. My boxed bed still hasnt been fixed. The bottom drawers, hit on each side so hard to push them in, big gap on the other side. Theres 4 of them. They put the slats on, one in the middle is 6", the other side 3" so the stapping is hanging on that side. The legs are supposed to be on the platform behind the drawers. They put them at the top of the bed and there 3" off the carpet.
The light on the headboard, unless your arms are 6ft long, no way to stick finger up there to turn on the sensor, plus every time we turned off the bathroom light the headboard flashed so had to unplug it. I paid for the good proof, rt it was a mess. They left crap all over the carpet and outside. Someone was suppose to come out the following sat at 1pm and fix the bed. No one showed up. Was told the guys who picked up the chair, entertainment unit fixed the bed. They did not. They even verified a tech was coming at 1pm, but didnt. I was on the phone talking to 5 diff supervisors, in Georgia, over 12hrs, still no satisfaction because I paid cash. Over $8k.
They gave back the $ for returned items but didnt fix the bed, since July 20th, 2019. I wouldn't shop there ever again. They dont tell stuff not in stock. The 1st glass cabinets I purchased in July werent even available till Jan. Hello why would I purchase and pay cash if not available till then. Had to change my plans 3xs because of out of stock or discontinued items. Ashley Furniture had better quality and cheaper prices for the items I had to replace. I told one supervisor I paid $300 for the mattress for the sofa. She said I couldn't have only cost $180. Well I have the paperwork to prove it. Please tell your friend not to give this store any business. They need to be out of business. I have pics to back all this up if needed, too many to post.
I purchased a trundle bed for my daughters less than 1 year ago for Bob's. It seemed ideal at the time, the price was right, it was functional and stylish. To sum up this neverending nightmare I had technicians at my house 3 or 4 times within the first few months for the last one to finally say that it wasn't repairable it had to be replaced. Each time there was an issue my daughters were unable to sleep in their bed which has been difficult and uncomfortable for them. Speaking with customer service, they now inform me that the product has been discontinued but that I could go to the store for a re-selection.
The girls find a bunk bed that they like and the sales rep tells me I would have to pay the difference of the product they chose. Why would any customer be held accountable for a company product failing, and being discontinued? Also being EXTREMELY inconvenienced for months, why would any customer invest more money into a risky and flawed product. In the store no one was willing to help, a woman at the counter claimed it was a corporate issue, put me on the phone with a representative who claimed they can't match the price so I requested a refund to purchase something elsewhere as I don't feel comfortable anymore. She said a supervisor would call me back, I am still waiting for a phone call and my daughters are still waiting for a bed a month later.
I recently called Bob’s because the solid mahogany bedroom set that I purchased two years ago is starting to split and come apart. The only reason I bought this set was because it was marketed as solid wood therefore I expected good quality. That is clearly not the case because the outside of the dresser drawers is splitting and the wood is cracking into strips that fall off. I even sent pictures of the furniture along with my email but received a response saying that after a year my warranty is expired and there is nothing they can do. I’ve learned my lesson and will never buy anything from them again. Extremely disappointed.
Frauds furniture you spend thousands of $ on believe of goof proof even plus plus, when you try to claim they have hundreds excuses not to claim even after not sending technicians. They answer you not qualify. I know plenty of peoples who didn’t get claims or fix or compensation even their representative response. Badly misbehave often. Soon I am going to make videos with the victims with their proof of purchase and their story to stop people going there for spending money trash furniture and after effects. I am going to share of picture of furniture after few months got spoiled. I had made 100 of calls and visit stores in Woodbridge NJ repeatedly, offered to pay more money and give me some alternate but they behaved like strangers. So peoples stay away this Company.
Just spoke with Bob's Discount Furniture. After months waiting for living room furniture set we get a letter stating the delivered couch was not up to their standards. Do we want it replaced? So we choose to have it replaced. Only problem new couch does not match the love set we just got (mind you it was several months after the couch). Will they replace the love seat? No. Will they return the couch we had? No. Will they fix the problem? Again no. DO NOT WORK WITH BOB'S DISCOUNT FURNITURE BECAUSE THEY REFUSE TO FIX THE MESS THEY CREATED.
I ordered 1156 dollars in furniture for my daughter, I am overseas and have not been to her new apartment yet. The delivery people came. Could not fit the couch up her apartment steps so instead of calling customer care they left the couch outside, unbelievable. If you cannot do it how is my daughter going to?? Called the store (Norwich Conn) and spoke with severaL customer care service people assured me the couch would be picked up! 7pm still couch is outside, call again. What if it rains???? My daughter had to get someone to help her at least stand it up in the doorway so no one would steal it or bad weather.
Next day I call again. They were suppose to bring a smaller sofa and pick up the other one. I call the store. "Oh we will pick up the old one but she cannot have the other sofa delivered till Wednesday!" It's 3 pm and still no pick up or delivery! This store gives you the runaround, the delivery people have no kind of scruples. It's just not at all good! I will never order from this store ever again!
My mother purchased a power recliner after my stepdad had a stroke. After 3 months the chair started to make a horrible noise when moving to the upright position. She called the service department and they sent out a tech. He came out and "fixed" it. Less than a month later it was making that noise again. I use to work in the service department for a large chain furniture store and told her I would look at it but since it was still covered by the warranty I was not going to try to fix it but could help her explain what was wrong with it. When I looked at the seat two springs were completely bent up and were catching on the metal frame when the chair was being lifted.
The man used zip ties to hold the springs down. It was obvious that the way he tied it was completely useless since he just tied them where the original clips use to be but with a lot more wiggle room for them to just slide down into the next coil. He left the original clips on the floor under the chair instead of reusing them. She called them again and they sent out another tech who basically just moved the original zip ties, added a few more and told her it was fixed. Still not using the original clips. Obviously, it was making the noise again after just a week. Again, another tech came out and told her he would order a new core/seat to do an easy replace.
It has been 2 months since he told her that so she called them last night to find out what the delay was. The woman stated that the part was never ordered because it was no longer covered by the warranty. No one called her to tell her this. They SHOULD have replaced the seat since the original repair was under warranty. I wouldn't use any of their furniture even it if was free!
DO NOT PURCHASE FURNITURE FROM BOB'S! My husband and I purchased a living room set - couch, love seat, chair and ottoman that was no way cheap and on top push the additional warranty. (WASTED MONEY.) Within a few months the wood frame was easily pushed back and cracked in the center (tearing thru the back of the seat). We called and because it had only been a few months they came out. Now exactly 13 months later the couch wood frame broke causing the couch to sink in. The so called goof proof warranty does not cover manufacturer issues. They know the quality is poor and not durable therefore only "accidents" are covered. They refused to reopen claim once denied and acknowledged the quality is why manufacturer issues are not covered! SAVE YOUR TIME AND MONEY AMD BUY ELSEWHERE!!!
I ordered a Dining table, chairs and a King size bed. When my furniture got delivered one of the chairs were defected, the two box spring for the king size bed were two different sizes. Called customer care to report the 1st issue, they set up a date which was a week later to have the box springs picked up and the correct one sent. They stated they did not want the chair back and they would send a new one with the box springs. A week later the box spring came, but no chair. Call customer care back 2nd issue they stated it would be sent FedEx. That never happened.
Another week went by. Got a call saying they would deliver the chair to my house. I was so upset at this point, called customer care back 3rd issue and explained how I wanted to be compensated for there mistake. I was told after I got all my corrected furniture a $100.00 dollar check would be sent. I called to confirm that I finally got all my furniture just to be told it's a credit for a in store purchase. I was on hold for 47 minutes just to speak manager, I told him, "I do not want a store credit. There is nothing in the store for $100.00." He stated he would credit my Fortiva account for the $100 dollars. I will be following up with this in 5-7 business days. Once they get your money they do not care about you.
We purchased a sleeper sofa with an love seat with recliner. We primarily wanted it for when our niece and nephew came over. After about 8 months, the kids were ran over the open bed and a metal piece of the bed-frame bent, which made it difficult to close and open again. I called Bob's and they said to get in touch with the insurance. The insurance denied the claim as is was wear and tear and not an accident (Really???).
From talking to other Bob's customers, I come to the conclusion that the insurance that the sales staff pushes you to get, they deny virtually anything with a lame excuse. DO NOT WASTE YOUR MONEY ON THE INSURANCE!!! In addition, the sofa's front (between the arm rests and in front of the sleeper bed) bulges out from the weight of sitting and laying on the sofa. Rather than a metal frame, it is made of a cheap wooden material that does not hold the weight. Again, it is cold wear and tear (after 13 months of purchase) and is NOT covered by any warranty. There are better quality furniture out there for similar cost. It does not make sense to spend over $2,000 on furniture that needs to be replaced after 13 months of use.
Before you purchase - DON’T... PLEASE READ if you value your time. Firstly - all the positive reviews that you can see are generally from store/purchasing experience - mine was positive too. This review is about what happens once Bob's has taken your hard earned money... So, I was never really sure whether I should/shouldn’t write a review about Bobs, but given my after sales experiences to date it is now important that I share this experience with you.
I shall provide you with the information in summary...
- I purchased $4,000 of furniture to be delivered in 4 visits.- We are now on at least at the 10th visit due to 1) defects, 2) incomplete order, 3) replacement, 4) failed attempt, 5) technician reviewing items etc.
- An armchair I purchased has been now been replaced 3 times due to poor quality - can feel the frame and fabric through the upholstery.
- My bedroom dresser was replaced 4 times - drawers did not work/broken runners - I was told the items would be specifically checked before delivery.
- I am now waiting for a 4th attempt to deliver my dining room table and chairs due to wood splintering - the 3rd attempt was booked for today, however after arranging it with Bob's customer services it never happened.
- Their ‘white glove’ delivery service damaged the hallway when carrying my bedroom set upstairs. The contractors they use also left polystyrene mess in the hallway and on the street.
- I have asked to speak to a supervisor on 2 occasions - was kept on hold for over 30 minutes. Never had any resolution.
- I requested a callback from someone who is senior on 3 occasions - this has never happened.
- I have spent countless hours on the phone dealing with incompetence, and being apologised to - but beyond a customer services rep, my situation has never been escalated.
- For any delivery, you have to take a whole day off as you cannot chose your 3-4 hour time slot - imagine how much time I have had to take off work, and I have still not received my items.
In my lifetime I have never had such a diabolical experience, and this company has not once attempted to correct its errors or apologise to me. The bottom line is: Unprofessional. Poor quality items - no quality assurance or checking of items. Diabolical customer experience/service. Zero accountability or desire to make amends. No escalation process if things go wrong. Incompetence on every level. After the getting the sale/your money, Bobs basically treat their customers like something you scrape from the bottom of your shoe.
I’d like to end my review by sharing with you what the technician told me when he came to examine my broken furniture. He said “The most important thing to Bob's are their customers, and customer service they give”. Well, Bob... if you’re reading this, you need to take a long hard look at your customers, and your customer experience (as well as product quality). Based on what I’ve experienced, I’d guess customer repeat business could improve... and you really need to work harder on your customer service/experience - I’m sure if this happened to you personally, you would likely fire everyone involved and completely revamp your client service strategy!
I paid for “white glove delivery service.” My delivery was postponed for over a month from the quoted date because Bob's was unprepared for delivery. Once finally received they refuse to refund delivery.
I originally was supposed to get two deliveries. One for the bedroom set and one for a desk that wasn't in stock. The first delivery arrived with a nightstand with a cracked/broken nightstand and a foot board with a tear in it. They had to redeliver both. The second nightstand was fine, but the foot board had started to tear in the same area, so I had to schedule delivery of a third foot board, which I thought was coming with the scheduled delivery of my desk, but did not.
When the delivery guys put my desk together it was discovered that whoever packs this garbage doesn't know what they're doing. The Hudson desk is supposed to have two side railings that run along the bottom. Both were missing and they sent two right-front legs instead of a right and a left. To make things worse, I discovered that the headboard was sliced by a box cutter when the first delivery guys unpacked it. Now I have to waste a 4th Saturday at home waiting for yet another delivery. This company is a hot, hot mess! They apparently have no control over their inventory. The only good thing is they haven't given me a hard time about replacing anything (yet).
FYI: Bob's furniture in Latham, NY: Worse experience ever! Unprofessional -- customer care blames the store and vice versa. Returned what I got with no reimbursement yet, because they don't stop blaming each other!?? I got a trundle and was informed they could only deliver the bed for now, as trundle was backordered. I was ok with it, but at delivery, they did not have the basic pieces to set the bed.
I called customer service and they apologized much, saying they would deliver the bed the following Wednesday; so once again I changed my schedule to have the bed delivered and assembled, but they came again with not all pieces to assemble the basic bed. They again apologized much. Eddie, Oscar, Frank, Shanelle, Michelle, all blamed delivery and asked me to contact customer care, which in term told me to talk with the store managers again. Really unprofessional blame game, no one could actually tell me an email to write to directly to Bob's, since he is so "personable."
I finally talked with Amanda at customer care, who wanted to return me to Latham store management, but no one was answering her phone call. She was able to connect with them, somewhat fix the issue, but still having trouble to reimburse me for the delivery. I only paid delivery so they can deliver and set the bed, now they are charging delivery of mattresses! Amanda is working on it to see if supervisor approved no delivery charge, as I could have go get the mattresses myself. Anyway, here I am, Saturday morning, fourth or fifth day since placing my order on 9/24/19 on the phone with them trying to resolve this issue... Awful. Bob's Latham NY: Never again!
I have purchased a bed on Bob's Furniture web site, after 2 weeks it was delivered however the footboard was damaged. After being on hold for about an hour I spoke to representative, and they told me to wait for a replacement part is going to take 1 month. For the inconvenience of keeping a defective part in my home they told me they will refund me the cost of that part (not the whole bed). After I received the part they refuse to give me the refund, offering $25 gift card to their store. Very upsetting and stressful, and also dishonest. Knowing this outcome I would have just returned the bed and bought it someplace else.
I purchased a navigator recliner sofa in March 2019. Long story short it came defective. Waited 6 months for the first part to come out, it was incorrect. Waited another month for another part to come out, again incorrect. The next part comes out in Jan 2020. I’m disabled and so I cannot wait that long to receive a part. Called customer service & spoke to supervisor. Was told I cannot receive a refund. Only an exchange/credit. However, I declined. The fact that I’m having issues with one sofa that came DEFECTIVE is enough to make me and anyone realize they don’t want to continue doing business with them. Plus like I mentioned earlier. I am disabled. Word of advice; STAY AWAY FROM BOB'S FURNITURE. They are crooks and will steal your money.
I purchased a living room set with tables and lamps about a little over a year and a half ago. The salesman kept pushing a Goof Proof warranty, stating they cover everything and anything if it should break. Apparently I pulled the chain on the lamp to turn on the light a little to hard and it came right out of the socket. I called the Goof Proof hotline to file a claim. I was told to text the photo.
Their response to me was that this particular type of damage was not covered because it was not accidental. This is not what the salesman told me. He said it would cover ANYTHING that could go wrong with the furniture. NEVER again will we go to buy furniture at Bob's Furniture. It's poor quality, and they do not keep their promise when something goes wrong, they just want your money with the worthless Goof Proof nonsense.
I took the lamp to the store and asked to speak with the manager. He was not helpful at all. He looked on his computer to see if they had the lamp in stock and tries to sell me a new one. WHAT A JOKE THIS STORE IS!!!! After I told my story to friends, they also agreed they had issues with this store and would never spend a penny there. Their merchandise is worthless. They will tell you anything you want to hear just so you can spend your money and they make the commission on the sale. We are the ones who take the LOSS!!!
Cannot get my couch fixed for almost a year now. Techs have looked and ripped my couch apart and nothing fixed. They won't replace it but won't or can't even fix it. This is going on for the last few months, couch is not even a year old. They are waiting for my warranty to run out in a few days. That's what one nice guy out of a bunch of rude incompetent ones at customer service told me.... so they don't have to fix it, the worst company to deal with. I have been hung up on numerous times also when I've tried to explain over and over my situation.
GO TO RAYMOUR AND FLANIGAN! My bedroom set came August 15th, 2019; I have been sleeping on my couch since then because of their incompetent employees. I've spoken to customer "care" so many times, it was ridiculous! They delivered an incomplete bed. I had to reschedule so many times with them to complete the job. There was even one time the workers came WITHOUT THE MISSING PIECE, and I had to reschedule again! Then I found out why they did not have it: the customer care person whom I spoke with DID NOT ORDER IT....after we had a whole conversation about it.
I did not get a chance to sleep in my bed until Sept 24th, 2019. And for compensation, they were going to give me a $75 gift card. What the hell am I going to get for $75 at a furniture store! That's when they increased it to $100, which was still a joke. BOB'S FURNITURE, I AM GOING WITH RAYMOUR AND FLANIGAN FOR MY OTHER ROOMS! You are an incompetent joke.
We bought a bedroom set from Bob's in October of 2018 and as always they try to push their Goof Proof Warranty on us. Against my better judgment, I purchased it because the salesman said that it would cover anything that could go wrong with the furniture within the year. About 2 weeks ago the pieces of wood that hold the bed up at the base started to get loose and every time we got on the bed it would make noise, fearing we will end up on the floor in any given moment, I called the number that Bob's provided and I filed a claim, they told me to take pictures of the damage which I did.
Their response to me was that this particular type of damage was not covered because it was not accidental and that it does not cover a broken frame. This is not what the salesman told us. He said it would cover ANYTHING that could go wrong with the furniture. NEVER again will we go to buy furniture in this place. It's low quality, and they do not keep their promise when something goes wrong, they just want to steal your money with the worthless Goof Proof nonsense.
Hi, I would like to advise customers beware of Bob's Furniture return policy. We bought a pair pillows and we didn't like them and we want to return it but they didn't take, I could not find their return policy very clearly before buying. So please be aware of this.
My 7 year old son was on the top bunk when the railing broke in half and snapped. He flew off the top bunk 5 feet in the air and fell on his head. I purchased the Bob's Goof Proof Protection Plan when I purchased the bed and the insurance company would not fix the bed. Neither would Bob's. Save your money. Shop elsewhere where they will honor the warranty.
I went into a Bob's Store on September 3rd and ordered a dining room table. After spending hours in the store trying to find something that was not going to be back ordered for 2 months we finally picked a table that would be 4 weeks out for delivery. I was told the table would arrive October 1st. We received the only the chairs for the table with the other furniture we ordered on 9/17. I was then called 1 week later and told it won't arrive until 10/. Within hours I received another call stating it won't arrive until 10/13 and then again 10/26.
I spent hours of my time on hold and arguing with customer service representatives only to have to cancel the order for the table and get credited back. The manager of the store did absolutely nothing. Customer service also wanted me to take more time off work to be available for THEM to come pick up the chairs, otherwise I wouldn't be credited back for the chairs. Bob's lies to you to make a sale, promising delivery dates to only be taken advantage of. This has been the most atrocious customer service I've ever experienced.
My recliner is a couple of days over 2 years old. The buttons on the side of the chair that operate the reclining do not work. The warranty will not cover it as it was not a preventable accident and Bob's won't cover it because this chair is over the manufacturer's warranty of 1 year. I even stated that I will pay to get it fixed, but they said that the manufacturer does not make that control panel anymore so there is nothing they can do. They won't take it back and they won't replace the control panel from a returned chair. So basically I am stuck with a 700.00 dollar recliner, that I can't recline. Plus I bought the 299.99 Goof Proof Warranty that only cover's preventable accidents, which nobody can tell me what they consider preventable. I have talked to their corporate office and no help. So all the advertising about how they care about the customer is not true. Do not buy from Bob's, they care about the sale and once you leave the store you are out on your own.
On August 24, 2019 I went with my mother into Bob’s Discount furniture in Springfield PA. She was looking to purchase a new bed and headboard. We had chose this location because it had been advertised a lot on the tv and it was close to our home. We were greeted by a sales rep named Edgar **. Edgar was eager to help us as he asked what had brought us in to Bob’s that day. My mother explained she was shopping for a new bed and headboard. He showed us the area where the bedroom sets were and told us to take our time and look around. He was not a pushy salesperson as he did not follow us around or hound us to buy anything.
My mother decided to go with the Hudson queen storage bed for $799. She decided on this bed because she liked how it had the 6 roomy storage drawers. We found Edgar in the store and told him this is the bed she had decided on. We were informed by Edgar that this particular bed did not come with a mattress included so we would have to purchase the mattress separately. My mother purchased the Bob-O-Pedic enchant queen firm mattress for $1,299.
Edgar really promoted the goof proof protection plan and explained it would cover anything that happened to the furniture for up to 5 years. My mother decided to go with this as it seemed like a really good plan to have to go along with the bed and mattress. Edgar set the delivery date for September 20, 2019 between the hours of 6:30-10:30 a.m. This time frame was guaranteed to us by Edgar.
The week of the delivery starting that Monday my mother received numerous automated calls and texts stating that the delivery would take place on September 20, 2019 between 6:30-10:30 a.m. September 20th comes and we are up waiting for the furniture at 6:30 a.m. My mother could use the tracking app as she was to be the first delivery of the day. Around 8:00 a.m. she sees the tracking say 2nd in line and finds that odd since Bob’s called and texted the night before telling her she was the 1st delivery.
By 9:00 a.m. we were still waiting for the furniture to be delivered and she tracks it and it says now 3rd and could not be completed. She gets on the phone then and calls the main office in Connecticut and asks what is going on. The agent informs her that the delivery truck broke down and that her order had been pushed back in line. My mother said, "I understand that things happen but why am I now penalized and my delivery pushed back?" The agent stated they were sorry and were working on getting it delivered later in the day.
The agent stated someone would call my mother back with the time that they could come deliver the furniture. We waited over an hour and no call. My mother called back again to the main office in Connecticut and this time she reached another agent. This agent told her, "I am not sure why the other agent told you the furniture was coming today because we don’t have anyone that can deliver it today to you and you will have to be rescheduled." My mother explained that was unacceptable as she had blocked out time for the delivery and Bob’s and Edgar assured the furniture be delivered in that time frame.
This agent told her she have to call her back to let her know an exact date and time of when the furniture could be delivered. We wait and wait no call my mother then calls back again to the main office and speaks to yet another agent who tells her something different. This agent tells her there are no more delivery times available and it would be the following week before we could get the furniture. My mother said that was unacceptable and it was unfair she is punished for the truck breaking down. The agent’s response was, "Mam things happen. I don’t know what to tell you."
Around 1p.m. that afternoon we get a knock on the door. We open the door and it is a delivery person from Bob’s discount furniture. We hadn’t been told things had changed and now the furniture could be delivered. It was 1 delivery person and he stated he only delivered the furniture and we had to wait for another team to come to assemble everything. The delivery guy struggled to get the furniture into our home banging up against our walls and almost knocking over our light fixture outside of our front door.
The delivery person said the crew that had to put the furniture together was 20 minutes away finishing up a job and would be right over. After an hour passed my mother called back to the main office and asked where was the crew to assemble the furniture as the delivery driver said they be here in 20 minutes. The agent says to my mother, "I am unsure why he told you anyone else was coming as he is the one who is suppose to put everything together." The delivery driver had told us he did not put anything together. He just delivered the items as he did not know how to assemble things.
The agent told my mom she have to call her back and see if she could find someone to come put the stuff together for her. We waited and no call back. My mother had to call back yet again and this time she got a different agent who said the crew be there shortly. By now we are realizing this is a nightmare and should have never ever purchased anything from Bob’s. Time passes and still no crew and no call back either.
My mother calls back again and speaks with a different agent who tells her I am unsure why they told you anyone was coming today to assemble the bed because they are not no one is coming. The agent states the delivery driver was suppose to assemble the bed and he knows that. She said the earliest someone could come to assemble the bed would be the following week on Wednesday. My mother informed her that was totally unacceptable. The agent replied, "Sorry mam but I don’t know what to tell you."
My mother calls the Bob’s store in Springfield Pa and asks to speak with the rep who sold us the product. The rep states he sells it but he doesn’t handle problems. In the store he told us if we had any problems to give him a call. He said he have to tell his manager and have his manager give her a call back. The manager calls my mother back saying he is sorry about what happened and he try and see what he can do but it looks like no one is available to come until the following week. My mother gets a call a little later on her cellphone she answers and it is the crew saying, "We are outside." My mother lets them in and says, "The main office told me no one was coming and couldn’t come until next week." The 3 guys say, "No that’s not true. They knew we were coming today. We just had to finish up other deliveries. We never told them we were not coming."
My mother told them the office said the delivery guy was suppose to assemble the bed. The one member of the crew said that is untrue the delivery guy is his cousin and all he does is deliver the furniture and he doesn’t know how to assemble anything. The 3 members of the crew who came to assemble the bed were very apologetic to my mom for the inconvenience. They assembled the bed rather fast less than half an hour we felt they did a rush job.
Upon coming up to my mother’s bedroom and checking her bed I see a ton of scratch marks and dents in her furniture. I tell her this is unacceptable for the amount of money that she paid. I take pictures of everything on my cellphone and tell her to call into Bob’s and let them know. She calls Bob’s and tells them and says she will send them the pictures. The agent informs her no they will need to send a technician out to look at everything. The technician is scheduled for September 25, 2019 between 8:30-10:30 a.m.
Starting Monday of this week Bob’s was relentless with calls and nonstop texts to my mother’s cellphone saying the same thing over and over that a technician would be there September 25, 2019 between 8:30-10:30 a.m. It got so bad with the automated calls and texts that she had to turn off her cellphone to rest. September 25th arrives and we wait and wait no technician. The technician shows up at 11:00 a.m. The technician comes into the bedroom looks at the scratches and dents and says oh the furniture comes like this and this is how it is suppose to be.
Excuse me but do you think someone is stupid there is no way we would have purchased furniture with scratches and dent marks in it. The technician states it is like this in the store and this is the new thing now people like to have a rustic look to their furniture. That doesn’t even sound right or make any sense whatsoever. He said he could show us on the website the furniture looking like that. He goes on his cellphone to the website and he said he couldn’t pull the picture up to show the scratches and dents.
My mother tells him she would like a refund of some of her money because the bed did not look like that in the store and Edgar did not say the bed would come like that. The technician said I don’t know if they will give you your money back but I will call them for you. He calls an agent at the main office on the phone and gives it to my mom. As my mom is talking to the person he says ok goes down the steps, opens our front door and leaves. The agent on the phone spoke to a manager who said they could not give her a refund but a $50 Bob’s discount furniture gift card. A gift card is unacceptable as we will never purchase anything from this company again. This is very poor business practices and unethical. They do not stand behind what they sell and give customers the run around. There are numerous complaints online about this chain they need to be shut down.
I purchased a Copenhagen king size bed frame with the full goof proof plan, delivery and assembly. The bed was delivered and assembled on Sept 17. The brand new bed became wobbly after one night. We removed the box springs and mattresses to discover that all the flimsy wooden legs supporting the bed beams were poorly assembled and constructed so that their screws were installed at different lengths, they spun around and would bend or fall out at the slightest touch. We tightened them as much as we could but some could not even be tightened, they just spun around without a grip. Some would not even touch the ground.
The bed became less sturdy by the night and on Sept 21 we called Bob's customer service line to report this. After 20 minutes on hold, someone finally answered and said a technician would come on Sept 25 at the earliest. That night, at 3 am, the bed collapsed with us on it, hurting us and damaging our box springs. All six flimsy support legs gave out and two of the three support breams broke and splintered. Only at 10:30 in the morning could we call Bob's again, as their support line only opened late in the day. After detailing the situation to a representative, she said she could not do anything other than schedule another bed for delivery on Sept 25 and recommended speaking to a supervisor.
The supervisor offered no other solution, and refused to discuss compensation (only in the form of a gift card) until after Sept 25 even though I told her we have nowhere to sleep for these 4 nights. They would not even provide any temporary solution (an alternate bed frame, someone to remove the broken frame so we could put the mattress on the floor, hotel vouchers) - nothing. They could care less. I would recommend that everyone steer clear from Bob's.
I ordered a Westbury espresso chair in October 2016. I also ordered the Goof Proof plus package for an extra 349.99 which covers 5yrs. This August (2019) I called them because my chair was damaged when I had a party and a guest sat on the arm of my chair and it sunk in. The technician showed up and stated the entire frame was broken and the chair could not be fixed. He never asked me how the damage happened. He stated Bob's would call me by that Friday and they never did. I called them and the man on the phone stated the technician was supposed to call them and never did. He also never asked how the damage happened. He said he put the claim through and someone would email us if they would replace our chair. The woman who emailed stated that it did not qualify as a manufacturers defect and we would not be covered under that.
When I emailed back and stated I didn’t understand why we had goof proof then she responded with no customer service skills. She never told us that we could file a claim with Guardian for the goof proof. I had to call Bob's to get that information. Then they denied that claim stating goof proof only covers accidents and that is not the intended use of the chair therefore it wasn’t an accident. For both manufacturers and guardian they also stated that I stated I didn’t know how it happened when I spoke to the man on the phone. That never happened. I was never asked how it happened. I want my chair replaced for my money back for the goof proof I was clearly misinformed about.
Sincerely,Christie
I bought an armoire. Some third party in an unmarked truck delivered it. One guy dropped it twice. Looks nice but it is not. It is cheap! Not worth the $600 I paid for it. The doors do not line up. One door keeps popping opened. The top of the armoire is not attached to the base. The legs are PLASTIC!!! Just a piece of junk. And I am on the phone now and told I cannot return it!! What the heck BOB? Do NOT buy from this store! Rip off!!
Ordered $6000 worth of bedroom pieces from the Mays Landing, NJ store for 2 bedrooms in our new house. 3 days later, a third-party delivery company shows up in an unmarked truck. One man cannot speak English, the other barely. They proceed to unbox the pieces. Of the 1st 5 pieces, 4 are heavily damaged. Before they go any further I refuse the delivery, call customer care and request a full refund. Of course, you have to go to the store for the refund. The manager comes out, apologizes and offers to make it right. We’ve now been without beds for 4 nights. He promises to “move heaven and earth” to get us replacements quickly (lie #1).
We agree (and never should have). He swears to have each piece inspected before it goes on the truck (lie #2). 3 days later (7 nights without beds) the same truck and men show up. The 1st piece has a a small touch up on a corner; not a good start. The second piece, a men’s wardrobe, is literally split up the middle. I can’t even fathom how that’s possible. I give up completely, refuse the order again and contact customer care. Back to the store for a refund. Luckily the same manager is there and I get to tell him what a liar he is, what junk their stuff is, and how their quality control is zero. The best he can muster is “I apologize.” I wouldn’t recommend Bob’s to my worst enemy.
Made a purchase online for BOB'S Discount Furniture but apparently they only sell clearance furniture and their merchandise can be from any company because I tried to return a coffee table but was told because the item was in my house longer than 3 days I was not granted a refund or store credit. I never even opened the box. When I talked with someone at my local Bob's discount store they said the online Bob's Discount Furniture is not really affiliated with the store. Like WHAT!!!! Their policy is so unbelievable and I will never ever purchase anything from them again either at the store or online. Worst retail experience of my life. Such a ratchet low life operation.
I would first like to say that I am very disappointed in the customer service we have received. We first placed our order on August 5th, 2019, someone from the Bob's store in Secaucus, NJ called us and said that we would be contacted later in the week on Thursday the 8th of August to be exact to come pick up our order. That call never came, so we reached out to through the online chat system and they apologized and said that our order was not at the store that it would be available and we would receive a call the following Wednesday to pick it up. We did not receive a call during the normal business hours so we went to chat again through the Bob's site and they told us only a partial order was available for pick up that the dresser and the night stand were on back order and would not be in until the following week. Well since we needed a bed to sleep in we went and picked up our items.
After not receiving a call back from the store at all, we then went to call them and they told us the items would not be in stock until mid September. That was unacceptable. We contacted them a second time and suggested if we could pick some other items to match and complete the set ‘cause at this point we do not have anywhere to put the rest of our clothes. It's literally sitting on the floor. They said, “Sure you can go online and pick something out from the outlet store.” As we are looking it says the items we have been waiting for are in stock online. We call again. They notice the mistake and say they will ship to us as a courtesy to us and and to kind of make up for the mistake on their part of us not receiving our items on time.
They called us last night saying they could not ship the items that it was too expensive for a big corporation like Bob's Furniture to ship the items that it would have to come out of our pocket. At this point we have had it with the back and forth and just tired of dealing with the Secaucus store. We just kept getting forwarded to different department. It's like no one knows what it going on. So finally just fed up and asked for a refund and they hung up, they didn't say anything, they just hung up. It's just plain rude. Worst place to buy furniture from.
Original purchase went well. Even got talked into spending another $100 on the Goof Proof warranty, which is not as explained. Furniture didn't even hold up a year. Batting and cheap cardboard hidden internally was junk. Bob's or the Goof Proof warranty did not stand behind this poor craftsmanship. I would suggest this type of furniture for staging only. If used at all will fall apart or cause young children harm with no foam covering the arm rests after wear. Would not purchase anything there again.
We visited the Bob's store in the North Hills of Pittsburgh. The salesman Steve was great to work with and most of the several thousand dollars of furniture that we purchased were ok. We had had the worst experience trying to get out entertainment center to complete our family room. They have attempted to deliver 5 different units. Two of them they never even brought out as they were damaged. Two other times they brought them to the house and the delivery crews wouldn’t leave them as they were too damaged. Each attempt led to a call to the store who just directed us to their so called customer service. They just followed their script after 30-40 minutes on hold each time. NO RELIEF from them at all. Worst experience at a retailer ever. Wish we had never gone in to their store.
I brought a living room reclining set with warranty from Bob's Furniture about 3 years ago. This year the sofa start making a lot of noise and stop functioning from time to time. I had to fight tooth and nail with them until they agree to replace it. They told me that they will not replace the set even though they do not carry that set anymore. We end up having to buy a sofa that did not match the loveseat. A couple of month ago the loveseat broke down like the sofa. We call them to come and check it out, they sent 2 different people to fix that loveseat. They both told us that they were going to comeback with parts to fix it but never return. After numerous phone call they told us that they weren't going to repair or replace it because it was normal wear and tear even though they replace the sofa because of the same defect. I would suggest to anybody who want to buy their furniture to be very careful because they do not honor their warranty.
My first, last time I will enter Bob's Discount Furniture for anything. First picked really nice set. When got sofa there were holes both set. Called to replace first one. Again holes. Not happy. Last final delivery 3 times same thing. Company has you buy proof coverage. If not stuck with damage product. I was brick red try con me with same sofa. I learned my lessons. Should have listen to the comments. I end up damage sofa. Try get me pick other set at high cost. Bob's should be investigate for selling damage goods
Avoid Bob's Furniture. Buy from anywhere else. I purchased a five year Bob's Goof Proof + warranty on a couch for my home. Within a couple years, the couch cover started peeling from sun damage. After a while, the peeling became very severe and I knew it was time to call. The first time I called they said they'd send me an email and I'd need to send in photos for review. Fine. I waited over a week and heard nothing. After about two weeks I called back. They had the wrong email. They sent the email and this time it went through. I waited and waited, but once again, received no message from them.
As I was very busy with work at the time, I decided I'd revisit this issue over the summer when I had some more time since it was very clear they were playing games. I called again over the summer and a very nice lady told me that my claim HAD been approved, but it had expired. I said I never received any email about this. She said it was no problem. After a 20 minute wait, she then spoke to her supervisor, came back and said they were scheduling a delivery on my behalf to honor the warranty.
The VERY NEXT DAY I receive an email from Bob's saying that NO, my claim would not be honored because it expired months ago. Then they send me an email that they claim they sent months ago regarding this issue! I NEVER RECEIVED THIS EMAIL! They say since the claim expired, my 5 year warranty was no longer valid. WHAT!??? I never agreed to that! Meanwhile, I still have a year left on my "warranty" but because of this miscommunication, it's apparently null and void according to them. Multiple times Bob's salespeople and customer service reps lied to me. They are a dishonest company running scams. Avoid at all costs.
I first purchased a whole bedroom and living room set and was happy with it. In less than a year my top two dresser drawers had broken. I called to report it because I paid $500+ in “goof proof” 5 yr warranty. They had me describe the damage in detail!! And after that 20 min conversation, they said what I described was not a defect they could cover. It was a frustrating experience to deal with customer service. And on top of that, they refuse to help with ANYTHING. For every complaint I had they had an excuse and it was basically “not their problem”.
I already have a dining room set and sofa from Bob's and was a fan, but not anymore. I ordered a bedroom set, bed came with a broken drawer for the storage platform, cracked nightstand. The delivery drivers put the bed together wrong and the good night stand with the drawers constantly sliding open. He told us that it would fix when we put clothes in it. That was a lie, it was broken. When we asked him to fix the bed and he said the new delivery drivers would fix it since they had to come back with the new nightstand, mirror and broken drawer for the storage bed. Then he said he called to ensure a ticket would be put and we would get a call. Hours later, no call, I called and Bob's has no idea about any of this…
When we did get the delivery - THAT crew: NOEL was A+, fixed everything in 30 minutes, restored some faith in Bob's. So we ordered an additional chest to arrive 8/27 not eligible for delivery, we figured we could get a truck to pick it up. I got a call late Friday 8/23 that it had been there since 8/20 and if I don’t pick it up by Sunday, it will be sent back. WHAT? Why wasn’t I called Tues, Wed, Thurs?!?! Who does business like this? I show up Sunday, AFTER I THREW OUT MY CURRENT DRESSER... Guess what? They ordered the wrong dresser. So now I must wait until 9/20 to get it. I’m thinking Ashley’s might be where I should go next.
I bought 26k in furniture last August. The couches springs are bad and I called in June for them to fix. They said they couldn’t fix and it’s normal wear. The couch was less than a year old when it started sinking. They now are saying the year warranty is over and there is nothing they can do. Don’t ever buy from them. They are frauds selling crap furniture! Anyone up for a class action suit against them contact me **.
I've always bought from "The Pit" and fortunately haven't had a problem, until this time! 2 weeks ago I went in and purchased 2 matching sofas, a rug, a loft bunk bed, a queen size headboard and nightstand, a twin mattress and a queen mattress. I rented a U-haul the next day and traveled the 45 minutes, loaded the furniture with the worker and asked him at least 5x if he was certain there wasn't anything else, he assured me that "I was all set."
It's hard to really tell what you have, as everything comes out of their back door in pieces. They hand you the hardware (not even in a bag). Anyway, we put everything together. Soon realize the queen headboard isn't what I ordered, but it was nice so it didn't bother me. Until I realized they forgot to send me with the slats to hold the mattress. Mind you, it had been 2 weeks since sleeping on a bed, I was sleeping on my couch in my new place until I had time to go purchase a bed. So that was annoying.
Next is my daughters loft bunk bed. After being put together she was finally able to walk up the storage stairs to the top bunk, she sat on the bed and there was a loud snap sound. She weighs 60 pounds and literally only sat, the wood snapped right in front of the bed and now has sharp edges, probably not safe anymore either. They also forgot to send me with the rug I had purchased, the night stand to go with my bed and the desk that went with my daughter's bed AND the slats for my bed! That's a lot to overlook.
I went down there the next night (drove 45 minutes, again) and the Pit manager had already left. Spoke to a different manager whom had the guys give me slats for my size bed. She said "she was concerned with the bunk bed cracking" and suggested I bring it back. Bringing it back would entail me taking it apart again, renting a U-haul, again, for their mistake. Anyway, she said she would email the Pit manager about everything that happened with my order and assured me I would hear from him that Friday.
Once Monday afternoon rolled around and I had yet heard from the Pit manager, I called him. He said he would look into my order and return my call that afternoon. That was FIVE days ago!! I have called this place 10x in the past 2 weeks and have gotten NOWHERE. All I asked was for the things that they forgot to send home with me that day, to be taken off my bill. Of course though, they didn't forget to deduct $230 out of my account today, even though my balance will now be around $500 less.
I am SO UNHAPPY with how they handled ALL of these issues within just ONE order, that's concerning. A managerial position is put into place to stand behind their product and be more attentive to customer complaints and diffuse the situation in a professional, respectful and fair manner. They should also reprimand the person that was in charge of taking my things out to me, as they missed 4 pieces out of 8, THEY FORGOT HALF OF MY STUFF AND EXPECT ME TO RENT ANOTHER U-HAUL ($100 rental & mileage. HORRIBLE!!!! Cheap stuff and the workers apparently lack attentiveness, while managers lack that and so much more.
If I could rate zero stars I would. Parents sat in and chose sofa based on floor sample, simply because no other local store had the correct fabric color without an expensive special order. When furniture was delivered the side fabric was wrinkled and ripples and the cushions were hard as cement. There is NO RETURN policy - can exchange for STORE CREDIT ONLY, and only WITHIN 30 DAYS. It is difficult to replace junk with more junk. Trying to get answers by telephone is a push-button menu maze and, if you finally get a representative, you will be told, “That issue cannot be resolved over the phone,” or “You have to call [**]....” BEWARE, BEWARE, BEWARE!! This store should not even be allowed to sell to the public; it certainly couldn’t care less about customer satisfaction. STAY AWAY!!
My daughter's bed side panel completely dislocated after she sat on it with a friend. The bed is sinking now. Bob is saying this is normal wear and tear! I will never purchase another piece of furniture from Bob's.
Sorry, I wish I could recommend Bob's but I can't. This review is after purchasing two full living room sets. First, the furniture is pretty, I will give them that. And my sales guy was nice. Low pressure which is great. But the problem lies in quality and customer care. First the quality: My first set of couches are lovely to sit on, firm but comfy. After 1 month the cushions (seat and back) are still comfy but deflated. The armrest are a flimsy build. When you push down on the armrest of the couch you can actually feel it collapse and push under the wood frame. And unfortunately it doesn't pop back up. Now it is a hard wood covered in fabric instead of the original squishy batting. But my second set of couches was worse. The wood trim on the bottom not attached well and the first time I grab the bottom of my couch to lift and move it, the trim popped off.
The ottoman when delivered and was permanently indented by the strap wrapped around it from the manufacturer, additionally it was damaged inside. The large double chair that went with the set has now been delivered damaged twice. The first time it never made it off the delivery truck because when the guys opened its packaging it was obviously damaged. The second time the manufacturer had stapled through the wood trim on the bottom.
But the bigger issue is customer care: First delivery was fine, and their customer app to follow the delivery was great (although the phones notifications were over the top). The double chair was on backorder. Fine. The Ottoman was received damaged and the rug ended up on back order but they didn't bother to tell me that until it wasn't there at delivery. Called customer care and reported the damage, so they scheduled an even exchange for the next week when they delivered the rug and then double chair. Next week rug and ottoman arrive but delivery guys inform me the chair is so badly damaged on the truck they won't even bring it in. I call customer care... again because they don't call you when it happens on their end.. and they again schedule the chair for another two weeks out. Days before delivery they call me and tell me the item is on back order they have to push out the delivery.
At this time I ask that they INSPECT the chair before the delivery to insure it is not damaged given the additional delay. Sure, OK no problem. 10 days later they deliver the chair again, but surprise surprise it is fully wrapped up by the manufacturer, so obviously no inspection and it is damaged. AGAIN. So I call customer service and they apologize and promise to inspect the chair this time. And again schedule the delivery about 10 days out. Day before delivery and no phone calls, not notices, no nothing. So I call customer service. They say they can see it is scheduled for delivery the next day but there is not information about truck# or delivery window. So they send me to the next level of customer service. Same song and dance but they assure me it is coming the next day. So I ask to talk to a supervisor. I was on hold 30+ minutes and didn't not speak to the supervisor.
Ultimately the customer care rep said the supervisor would call me back that night yet. No phone call. So now the day of delivery. No phone call, no information. So I call customer service again.... and now I wait because no one knows what is going on. I bought the furniture 45 days ago. Have spent five different days waiting on my deliveries, and now waiting again. Yes the furniture looks pretty. Yes the prices are good. No do not buy from Bob's. The quality and customer care aren't there. Go to a different discount store. You won't regret it.
We recently purchased our dining room set, sectional and 3 chairs with ottomans from Bob's. We spent over $6,000. To begin with the delivery team took 3 times with reference to my china cabinet to deliver a piece that was NOT damaged. Then 3 times to deliver one of my dining chairs undamaged. And the delivery men left me with the phone when they called in the delivery which they are not suppose to do.
The accent chair I purchased for my living room needed to be fixed within 3 months... the springs popped. Now... not even a year owning the furniture the same chair’s material ripped. I contacted customer service being the chair still falls under manufacturer warranty was told they would replace but the chair was back ordered until January 2020. Mind you my claim went in on July, 2019. I decided to call and see if any change on the back ordered chair and found out the chair is discontinued and I would not be receiving anything. Would be nice if I was called. Anyway they told me I have a credit to use at the store to find a replacement chair. They will not refund my money yet they want back the damaged chair.
After I was to wait at least 7 months for the replacement chair to come in and I was understanding (but annoyed) and found out I wasn’t receiving then I was told I have 30 days to pick out a new chair or I lose my refund. RIDICULOUS. After being disconnected when I asked for a manager and having to wait on hold forever every time I called. I spoke with a manager Jheri, who said they would extend my time but wouldn’t tell me how long. I asked for emails of same they never sent. Told me everything was in the ‘internal notes’ of my claim number. My husband and I after spending 2 hours on the phone went to Bob's in a Farmingdale. To find out we don’t like any of the chairs as of now for a replacement and then when we spoke to the manager there he advised there was no notes indicating we had extended time.
Then when I asked if we could purchase a chair through the bob's outlet I was advised no, my credit wouldn’t apply to the outlet. Each person you speak to tells you a different response. There is no consistency. No courtesy. Nothing. Yes, the furniture appears beautiful and affordable BUT complete junk. And their good proof is a hoax. Don’t even purchase. Told was for stains I had a water stain and was told they don’t come for that..?? Seriously what do they come for.... If you are looking for durability this is NOT the store for you. And if you are looking for a company to back their product again not the store.
Horrible horrible horrible!!!! Anyone who has bought furniture should know what crap furniture they have. My whole house is furnished with Bob's Furniture over 7500. What money wasted. So I was talked into getting the goof proof plan which sounded great after hearing my furniture would be covered for 5 years. After 3 years every piece of my furniture is falling apart! Most importantly my living room sofa and love seat springs are sinking and I only weigh 115. Its frames on both couches are busted and they tell me my furniture is not covered, material is worn, cushions are tearing and was told they can't do anything to help me but yet took my 500 dollars for this scamming warranty. So I decided my back 2 side windows on my car will say "Honk if you have been scammed by Bob's Furniture".
“Bob's Furniture” is a complete fraud...2 Months later: Bob's furniture is beautiful, really is, but it’s just that, nothing more. The quality of the furniture is very cheap. I would not purchase from Bob’s EVER! again. I would never recommend Bob's to anyone either. I would prefer not having furniture in my home than to pay so much money as I am now to have things delivered damaged, then be exchanged and re-delivered damaged over and over. My coffee table has been replaced 3 times within a month and a half time frame because it’s has been delivered damaged all 3 times. By the last delivery on 07/26/ 3019 I gave up completely, not even kidding, HONESTLY!
Now, two and half months in, our Capri Denim R.Arm Chaise couch breaks. One of the legs bent backwards causing a wooden piece inside the couch to break in half and the wooden piece broke fabric sheet on the bottom of the couch. I had a friend over, we sat down and down went couch, jajaja it’s funny Yes, but how embarrassing was that! Whether it’s 100lbs or a combined 300lbs the couch should be able to support the weight.
The store DOES NOTHING TO HELP at all, they refer you to the the customer service line, the Call center in mine and my husband’s personal opinion and personal experience they are not very accommodating AT ALL, they are not helpful at all, and they are rude. The schedule time frames are not guaranteed, they text you the time frame 2 days prior to the schedule delivery date BUT that is not enough time to ask to take 1/2 a day off work or the entire day off. Also, the time frame they initially text you they change that time frame on the day of the delivery. Not convenient at all.
I must say, since the 1st customer service call I made to both the store and the call center I have been regretting my purchase. Luckily I got the 5 year insurance which covers a certain $ amount, l and is not enough money being the furniture is very cheap. Also it’s not a guaranteed “guarantee”. WHAT! Let’s see how this issue plays out with the couch having to “be fixed” or be “replaced”.
Absolutely horrible experience with Bob's. We ordered a sleeper sofa weeks ago. It was supposed to be delivered yesterday (Tuesday) afternoon. 20 minutes before the 3 hour delivery window closed, I got a phone call that the delivery truck had broken down and the soonest we could get the couch was Friday. We had an overnight guest that we had planned to have sleep on the sofa, so we had to go out and buy an air mattress.
I've spoken numerous times with customer service. Each call takes about 20 minutes to get through to speak with an actual person. They cannot expedite the delivery process; additionally, I won't know my delivery window until the day before. The only form of "compensation" I've been offered has been credit at a Bob's store. Bob's is host to absolutely hideous business practices with incompetent employees who have no regard for the consumer's well being. I cannot say enough bad things about this company and will certainly never do business with them again.
Pay a guarantee against accidents and it is the second time I call and the guarantee never really covers you is a scam. I do not recommend pay the guarantee because in the end they only steal your money. They send you from one place to another and nobody helps you with your problem.
My sofa had a broken back rest. After filing a claim and going through all the steps they asked they declined saying that the frame broke due to wear and tear. That is irrational to be told that a wood product can break in 4 years due to wear and tear. Then after explaining to them why that can't be wear and tear they stopped responding.
Sofa edges frayed in less than one year and our claim was denied because they said this was not a factory defect. Guess that means all their furniture will fray and show excessive wear in less than one year. Sofa was only used by 72 year old wife. Best to pay a little more and buy a sofa with some quality to it.
We bought a queen bed frame for my daughter. Day of delivery get a call they are 10 mins away. 1 1/2 hrs later the truck broke down. Phone call saying they are not sure when they can deliver our furniture the next day. Get a call saying it would be delivered the next day and went it arrives there is no hardware and there are marks on the material. Phone call to say they are not sure when they can deliver the parts. May be the next week. Get a call saying they are on their way with the hardware and a follow-up call to say, "I'm sorry we don't have the hardware like we thought. "
Several calls to the store requesting manager return call with no response. Call every hour and get the same response "it is with our customer care team". Transfer to customer care team and speak to a Manager who can't do any better than it will be out next week. I inform them that I have already missed 2 days of work because of their errors and now I should miss another day. "Well I'm sorry this is all we can do." Really. This is your mistake and you can't do any better is the response.
I work in customer service and I'm so glad our company would never find this acceptable. This kind of error should be a priority to make it right. I asked for a whole new bed and they said "we can do that but it won't be delivered until next week." Told them to cancel my order but oh yeah I paid cash so I have to wait 10 days for corporate to send a check after they pick the furniture back up. They will gladly refund the amount put on the debit card but this can take 3-5 days and you can't come in the store to get your refund because that's not how they do it. So now we have furniture laying in the middle of my daughter's room, no money to go buy another one and have to wait until next week to get the furniture out of there. Stay far away!!!!
Purchased the Blake dining set. It was perfect for our shore house. Set was delivered Memorial Day weekend. 4 of the 5 chairs damaged. Table has a big chunk out of the corner like someone dropped it. New set gets delivered and again all the replacement chairs were damaged and new table rough patches along where the leaf goes in. Technician come out and says he can’t fix. I will need another one. New set gets delivered on 8/6 and corner is again chipped. Here’s the kicker.... Bob's is now saying that they will not send another set and I need to pick a replacement set. Problem is I DO NOT like anything else in the store. I was told that they WILL NOT refund my credit card and will only give a store credit. Are you kidding me. Because of their incompetence I’m being told that I need to pick out something else and if I don’t I only get a store credit?!?! How is this legal?!?! And how many others has this happened to?!?!
By far the worst customer service experience I have had in my entire life. I have purchased $7,000 worth of furniture and warranties from Bob's. Part of that purchase was a full sofa and a love seat. Over time I started noticing the love seat recliner slant to the side. After calling Bob's within the warranty period (under 1 year), they sent a technician to look at the couch. The tech decided it had a defected part and needed the part replaced. After a month of waiting I had to call them to check on the part.
The representative explained to me that the part just came in and that it would be delivered to me within 10 business days. 3 weeks go by and they call me back telling me the part is no longer made and the couch is no longer available either. (3 full months since I called about the couch) They do not have a replacement couch for me. They then offered me a credit for the love seat and expect me to buy a new couch that does not match my sofa. They refuse to give me a credit for the full set. If you do not like matching and quality furniture than this may be the place for you. If you are a normal human being than spend your money with a more reputable company.
I will never deal with Bob's Furniture again, and I will talk to everyone about it. At first - cheated with a credit!!!! I didn’t want to take a credit. I had money, but I was convinced that the credit is good and that I won’t lose anything, but only win - the result is furniture has become twice as expensive for me :((!! Secondly - I bought low-quality furniture. In five months (March 2019 - August 2019) all three pillows from the sofa were torn. It’s impossible to sit, pillows to come out. I am very disappointed that I was dealing with your company! For me it was a bad deal!
I bought a sectional from the Southington, CT Bob's store from the pit, of course they won't deliver from the pit. So I load it up on my truck and bring it home.. Upon removing the couch frames from the bed of the truck I see a few red bugs... Next thing I know there are over 20 bed bugs crawling all over the furniture. I messaged Bob's to tell them about this issue fearing their Pit is infested. Bob's replies, "We are very sorry to hear you have located pests in your merchandise. We here at Bob's take all precautionary and preventive measures available to us to avoid contamination. We have traps that are monitored by an independent company, along with regular spraying of our truck boxes to ensure our products are free from pests. We do not sell products infected by pests. Thank you." Unfortunately for them. I'm not satisfied with their false response.
Second time buying this chair. Each time it sound like cracked wood when you sit in it, terrible. Was told that it need a part that they won’t have for three month, they no longer carry the chair no more, so they are not for sure they will send the part. Will not be buying furniture from Bob's. They don’t list the weight requirements for their furniture which could deem unsafe or life threatening. Bob is fake just like the furniture.
Purchased 5 seat leather sofa worth of 1000usd and bed 1000 usd. Sofa> leather stared to peel off leather. Called to Goof Proof (fake insurance). Replied with story not covered. But said cuts and rips covered if happened with 30 days. New claim with cuts of sofa, they replied although rips covered the way sofa got the cuts not covered. In-short> fake insurance, liar people working in company. Although if anyone buy insurance will not cover anything. They have 1000 excuse to avoid claims. Will not shop again. Fake, fraud company, liar team. Poor customer services. Disappointed....
I purchased a recliner 4 years ago from Bob's Discount Furniture. I also purchased the extended warranty. The recliner required repair three times (two times a Technician came to my house and attempted to fix the problem). A few days ago I apparently put too much weight on the right side of the chair as it was returning to the sitting position. The reclining mechanism now won't recline properly.
I called the warranty number and filed a complaint. They sent me an email, which I returned with a required picture of the chair, supposedly to help them decide their response. A few days later I got a response to the email and it stated that, basically, they would not honor the warranty because it wasn't "an accidental incident". To make matters worse I could not respond to the email because it was supposedly unmonitored. This is not right! I purchased the extended warranty with the idea that if something happened to the chair they would attempt to fix the problem or replace the chair. This is a deceptive and unfair practice.
I purchased my couch in 2016. Last week I notice that we were sitting lower on one side of the couch than the other. I wasn't too worried cause we purchased Goof Proof with ours. It being only three years old, I figured Goof Proof would cover it, if not the warranty. That being said our salesman at the time told us Goof Proof covers just about everything and the frame was one of the things he said was covered. So I called the 1-800 number and waited on hold for about 20 min before I talked to customer service. Within 5 minutes of talking with the representative, I was told there was nothing they could do about it. They didn't even ask me for pictures. This company does not stand by their furniture or their policies. This wasn't a a cheap couch either. My advice to you is really read the reviews....
Bob's will hound you about delivered date and times repeatedly every day and cancel last minute. They are borderline harassing to the point that I will notify my phone carrier to start tracing which is the first step to pressing charges.
I purchased a bed 14 months ago. One of the side fake wood broke in half. I called the store and since I did not purchase the Goof Proof insurance they sell, I was told there is nothing they can do. I am stuck with a broken bed and a bill. Which by the way are still paying for it. The entire piece of furniture is poor quality. I have never had the need to purchase insurance on furniture. The mattress is also poor quality. The reason Bob's Furniture insist on customer to purchase that helpless proof goof insurance if for the reason that their products are poor quality, will break within one year. Waste of money, waste or furniture. NEVER WILL SHOP NOR RECOMMEND IT TO FRIENDS OR FAMILY. I realized that it my mistake for going cheap. You do get what you pay for.
Very poor quality furniture. 1st delivery the guys left all of the plastic and cardboard on sofa and pushed through doorways! After seeing this and scuff marks asked to remove packaging before bringing in loveseat. Said ok. By the time I walked downstairs they had piece pushed through doorways AGAIN!! Now the fun part. Furniture was poorly made. Pieces not fully together. Staples showing on furniture. Called customer service immediately. Said would replace. Week later, came with new furniture. In my driveway they placed blankets and we inspected, same poor quality, same defects, sent back. Called local store manager. They said would inspect before sending out. NO WAY. After two times with same defects and junk construction (plastic pieces at arms and basic staples to hold together) did not want 3rd try, take back and refund!
Another week goes by, come to my house (I believe 2nd stop) and guys pulling furniture off truck. Other guys want to see room/furniture. Take him in and he asks if wants new furniture in front of old, SERIOUSLY! Explained was a return. They said no room on truck so had to wait 5 hours to unload to come back and take away. Called local store when left to get refund, no problem. Said processed 3-5 days to show up (on a Saturday). Come that Friday no refund. Called store. Said went to main corporate to refund. Not verified furniture, was in fact returned so will have to call warehouse, then call corporate to start/process refund! HORRIBLE EXPERIENCE FROM START TO NOW. CANNOT SAY FINISH BECAUSE I STILL DID NOT RECEIVE MY MONEY BACK!!!
We bought marble top kitchen table with 4 chairs and a leather bench. Looked great for 6 days, the bench started ripping at the seams and after a week or so the stuffing was coming out from all over the bench. We used the warranty (5 years) but should've just returned it while we could! The tech came very quick, set us up for a replacement saying it was pretty common problem with this bench because they overstuff it. This was in May, it is end of July and they still promise us to ship the replacement every week. Got fed up and disputed the purchase with our credit card (Chase Bank). Would never buy anything from this company again, they get you on cheap prices and cheap warranty but never actually stand behind it!
I purchased 4,000.00 dollars worth of furniture from Bob's Furniture and also purchased the Goof Proof ins. I was told no matter how the damage occurred I was covered for 5 yrs. Well a couple yrs into having my furniture my dining room table got scratched and my area rug got a burn hole in it so I called the Goof Proof ins and was asked what happened and when it happened. Gave them all the details then she told to follow the instructions in the email so I did and submitted all the pictures and everything else they wanted only to wait about 3 days for them to tell me that all this damage is not covered. I told them I was told no matter what happens I was covered for 5 yrs. They said, "Sorry you were told that but this is not the case and you only have 30 days to report the accident."
All this being said I will never buy anything from Bob's Discount Furniture. The lies they tell is ridiculous. How they stay in business is beyond me. Their delivery sucks as well. They brought all my furniture except for the dining room table. After calling and being placed on hold a million times I was told my table would be coming in about a week. Well that didn't happen. When I called them to ask where my table was they told me it was on backorder. I told them I was having a birthday party for my sister and needed my table. They said sorry but the table was on backorder. They did not accommodate me in any way. They treated me like dirt. The customer service staff needs to go get some serious training because they really do nothing to satisfy the customer. I will never buy furniture from them again.
I WILL NEVER buy anything from you guys again. You lost a customer who just opened up a $3000 line of credit with you! I can NOT believe how inconsiderate and uncaring your Salem New Hampshire store is, you should honestly be ashamed and possibly arrange a workshop on "how to deal with customers" for that branch. Let's start off in May 2019 when my mother in law bought us the "Blake Gray 6 piece Dining set w/ storage bench", as a house warming gift. As soon as the guys put the table together I sat down on it to check out the "Leaf" and a whole piece of wood came off. We had the your delivery guys take photos and they assured us that Bob's would be calling us in "20 minutes".
Well 20 minutes turned into 2 hours which turned into 2 days until we finally took it upon ourselves to call. We were told someone would be out the next Saturday to fix the table. Not only is it aggravating that I had to take more time off of work to wait for this "leaf" but Bob's gives you a 4 hour window so that resulted in me taking the whole day off of work. Saturday comes and the guys that were supposed to fix my leaf tell me they do NOT have that specific piece on the truck. So that resulted in them leaving and telling me Bob's will reach out to me in 20 minutes or so.
Well guess what? A whole 3 days later and SURPRISE SURPRISE no call from BOB'S. My husband and I reach out again expressing our grief that we still do NOT have a table after 2 weeks (paid in full I should add) and we were planning on have a dinner party on that upcoming weekend with all our friends and family in celebration of our 1st home we bought. Bob's customer service then told us that they were Not going to have anyone available to come out before our party date and that we had to wait over a week for them to bring the leaf. We again took time off of work to be there for this "leaf". Now this is the 3rd attempt and at this rate I am beyond mad that I had to have a party with a fold out dinner table. When the delivery guys came they had the "leaf" on the truck this time.
I really thought this was going to be the end but to my surprise when I walked into my dining room to look at the finished product I was presented with a table with a completely different color stained leaf in the middle. At this point I just laughed. They again took the "leaf" and told me Bob's would call me to set up another delivery. I busted out laughing like a maniac because I knew that was just a line these guys are trained to say and NO, Bob's will not be reaching out to me because Bob's doesn't give 2 ** about me or my table (proven over and over again). I had my husband call Bob's for the millionth time and they again set up the following Saturday for someone to come and bring us a whole new table.
Saturday came and we got our brand new table. I do want to add that this specific delivery guy told us that Bob's should of sent a replacement table in the 1st place and that he never heard of replacing just the leaf. We called Bob's and expressed our grief once again. They have all our deliveries and phone calls documented as proof of our hardship with them. In total we took off 4 days of work, had to have our dinner party without our dining room set and wasted precious time we will never get back on the phone with BOB'S (hold times are over an hour at times) only to get offered a $50 gift card (to BOB'S) as their apology.
First off there is NOTHING in that store that is $50 or less. That just shows me that you're trying to get me back into the store to spend more money with you. That is not only a smack in my face but that shows me how much Bob's employees cares for their customers. So I will make it my life's mission to make sure everyone I know NEVER shops at BOB'S ever again!!!!
I have purchased from them several times, several living room sets and 2 bedroom sets. My fault for not learning the first time. Prices are great, products are junk. Furniture completely falls apart. I always buy the protection plan and it always fails once plan has expired. This time I bought a leather, power sectional 4 years ago. I got the 5 year protection plan. Every part of the section has broken in one way or another. The lights in the cup holders both broke - 1 burned out, 1 won't turn off (had to unplug). The power outlets fell out of the console. The frame broke in 2 places. The cushions are now cracked and peeling and creating a hole. I called and of course they said nothing is covered. It's normal wear and tear - I guess their furniture is only built to last 4-5 years then completely fall apart. Never again.
I have had to issue a formal complaint with the Better Business Bureau given how incredibly incompetent Bob's has been. I ordered a sleeper sofa that came in damaged. Half of the sofa had no feet attached and the frame of the sofa bed inside was defective causing the pillows on the couch to cave in and slope backwards. I have now had 5(!), yes 5 attempts at a replacement of this couch and still do not have the replacement. To make matters worse, the second delivery team that came in tried to remove the couch and forgot to tie the bed frame down before the tipped the couch. This caused the metal frame to come crashing out of the sofa and down causing two large holes in my brand new hardwood floors.
The delivery drivers never submitted their claim and I have now been waiting for 10 days to hear back from Bob's on the claim I called in, with no answer in site. To say this is absurd is an understatement. I am simply appalled at the lack of educated customer service, quality assurance and overall lack of control of their delivery and claims process. NEVER EVER use this company for anything!
We purchased a sectional recliner set from Bob's in April 2018. The unit supposedly has a one-year manufacturer's warranty. Less than a year later, one of the chairs separated from the center console, and one seat cushion and arm rest severely deflated. I contacted Bob's and they sent out a technician. He bolted the chair back to the console and said he had to take pictures of the seat and arm rest since they are attached to the recliner. I did not get any follow-up from Bob's regarding the deflations. After one evening of using the chair, it once again separated from the console. I called Bob's and was told another technician could come out to take a look. I maintained that it should not come apart immediately after the tech had been out. Moreover, I wanted to know what came of the deflated parts. The customer service rep said that this was all they could offer.
I asked to speak to a supervisor, and was told that the supervisor would say the same thing. I contacted Bob's via Live Chat and was told to fill out a complaint online. I did so, and received a voicemail a day later saying that they were sending some sectional brackets and I could call them to set up an appointment for a tech to come out and install. They declared that the deflated areas were "normal wear and tear" and that up to 30% of a cushion could deflate with use. I maintain that for a $1000 sectional, it should not deflate with normal wear and tear. It has not been overused at all. As well, there is clearly a problem with the console if the chair cannot stay attached after only one use. Bob's has decided to wash their hands of this problem. I have never had a chair or sofa lose its form after only a year. I maintain this is either a manufacturer's defect or a very shoddily constructed piece that should be priced at 1/5 of what it is.
I contacted the BBB; after a couple of months of back-and-forth, there was no satisfactory resolution and the BBB closed the complaint. The best Bob's offered was to send sectional clips (which never arrived) and a 20% refund. That would not even begin to cover replacing the chairs. Do NOT buy from Bob's; the quality is terrible and the CS even more so.
Bought a chair and couch 18 months ago. The chair was delivered damaged and it took them 5 weeks to fix it. Now 18 months later the chair is broken again and I have to wait for three months for the part. I have never spent so much money on junk in my life. The customer service and store service was horrendous.
We have ordered 2 couches from them. The first couch was for our home. The couch was delivered and there was a flaw in the fabric. They delivered a new couch in a few weeks. The second couch was for our rental property in Maryland and we live in PA. The couch was supposed to be delivered at 1:55pm. I traveled to Maryland to accept the delivery. I received a call from the delivery team at 1:30pm stating the couch was damaged and the back supports were broken. They sent me photos and said a manager would call me. 1 hr later still no call from a manager and when I tracked my delivery it said unable to complete delivery. I called and spoke with someone and tried to explain I had a rental coming in the next day and needed a couch in order to not lose revenue from the rental.
They stated they could not accommodate and would have someone call me back. They called me to reschedule my delivery for 3 weeks later. I had to go buy a couch from a local furniture dealer and find a truck to take the couch to our rental unit. 1 hr after I got the new couch in our unit, the delivery truck showed up with our damaged couch!!!! The customer service rep explained to me that this rarely happens. I explained to her that it happened 2 out of 2 times for me and 100% of the time was not rarely. Requested a refund. Will never buy from them again.
I was told by the Bob's sales person this was covered. WARNING BOB'S DISCOUNT FURNITURE will rip you off!!! BELOW IS THE RESPONSE. We paid for insurance and nothing is covered! "Guardian Customer Service. July 16 Claim Number: **. Guardian Protection Products has processed the claim to your furniture. The damage you have reported is not eligible for coverage under your protection plan. The plan you purchased from Bob's does cover your furniture for accidental rips, cuts and punctures however your plan specifically excludes leather cracking and/or peeling." WARNING STAY AWAY FROM GUARDIAN AND BOB'S. I am reporting this currently to NY State AG and local news. It is just the principle that they are ripping people off.
We purchased 2 mattress sets and got scammed into purchasing the white glove service, which includes delivery, set up and removing old mattresses. When they delivered, they said they can't take the mattresses cause there was a few stains on them. The sales guy never told us they have to be non-stained mattresses or they won't take them. Why didn't he tell us this?? Cause they got more money out of us for doing absolutely nothing. I will never purchase another thing from a place that is so deceitful. In all reality, I would rather pay a little extra to a company that is honest. Bob's Discount Furniture and honesty don't go hand in hand! Maybe Bob should run for politics, he would be good at deceiving the public!
We just purchased an entire bedroom set and paid for their White glove delivery, which means they assemble everything in your home. On 7/3/19 the delivery truck arrived. Well everything was going well until it was time to assemble the bed. There was NO HARDWARE! The delivery driver and myself went round and round with Bob's Discount Furniture's "Customer Service"! They wanted me to wait 7-10 days for the hardware to be shipped to me, then 2 more weeks for them to send a technician out to assemble my bed. I told them to call the store where I purchased it from and have them take their display apart and give me the hardware. The person in customer service told me that they can't do that because they would not be able to sell the bed. I even told them to ship the parts to the store and then they could reassemble the bed when they get the parts. They still refused!
After that I told them to just pick up the entire bedroom set because I wasn't going to wait the minimum of 7 days for the hardware to arrive. She put me on hold for several minutes. When she came back, she told me that they had another bed in stock and they could deliver it on 7/8/19. I agreed to wait a few more days. So on 7/8/19 the 2nd bed arrived and there was "NO HARDWARE AGAIN"! Now I'm back on the phone calling the store (good luck trying to talk to a live person). Finally I'm speaking with someone and still not getting any results after being on the phone with them for an hour. Then a call comes thru from Manchester, CT., so I answered that call. This call came from the "Delivery Operations Team". I explained that I had the store on hold and she said I will take it from here. Basically she was telling me that this should not be happening and to give them another try on 7/12/19.
This time I was told that they were going to do a "Special Inspection" and open every box to make sure that there was no damage or missing hardware before it would be delivered to me. She also told me that I would be compensated once the bed got put together. I also made it perfectly clear to her that this bed will be assembled that day or they would be picking up the entire bedroom set! By then I was done playing their way!
Finally on 7/12/19 the 3rd bed was delivered and got assembled! As soon as the truck left I called them back to talk compensation! After explaining this nightmare 3 times before they understood what I was talking about is when she offered me a $100 Bob's Discount Furniture Gift Card. I refused to accept a gift card from their store. I told her that I wanted it back on my credit card. They told me that they could not do that! My answer was you need to find someone that I can speak to! She put me on hold and came back several minutes later. This is when she told me that they would only give me $75 back on my credit card or I had to take the $100 gift card. I told her to just give me the $75 back so I could be done with this! Now she had to transfer me to the store where I purchased the bedroom set from so they could issue me a refund.
You know I watched the delivery guys assemble this bed and it only took 16 bolts and about 28 wood screws to assemble this bed! You would think that their technicians would have these minor parts available to them so that the customer doesn't have to wait as long as we did! It took 3 bedroom sets and 9 days just to be able to to find the bag containing the bolts and screws! So after my personal experience, I will never purchase from them again!
I made a very large order to fully furnish a brand new 4 bedroom house. They had horrible back order issues, so I changed my order to make sure we did't have to wait. When the order came basically half was missing and missing from each bedroom set. We had incomplete bedroom sets for almost 2 months and it took them 4 deliveries to get everything to my house. IF there was a 0 stars rating I would have picked that. When I called to talk with people at the main office they would just put me on a long hold and never offer any help.... I don't understand how this company is still in business...
7 piece sofa set over $3000. Dear sir/madam or any human who understand consumer complaint, I bought one of the expensive sofa set from BOB's Furniture with insurance warranty. I OPEN A CASE, claim #** with goof proof protection because I had accidental damage. I was told if there any type of damage including cuts or accidental damage they will come in and replace the whole furniture. That was lie. Forget about replacing. THEY JUST DENIED THE CASE STATING THIS COULD BEEN PREVENTABLE. "THERE IS A LOT CUTS ON YOUR SOFA."
Does goof proof company have common sense. That's why people buy accidental coverage. If everything is preventable then there would BE no WORLD WARS. Just think about if it was not accident. I would have make 1 cut in each sofa and call you and tell it's accident, but I did not plan this. You guys cannot play with people's money and time. People trust Bob's and your warranty company. So many people complains that you guys scam. This is no good. I need this to be fixed asap like I was promised by goof proof warranty, or I will reach to ATTORNEY GENERAL to GO AFTER THIS COMPANY. This so frustrating. You can't do that.
I want whoever reads this to know that the company reached out to me after they read my review and they made things right. First, they apologized about how the previous customer service agent talked to me and assured that her behavior will be addressed internally. Second, they are shipping me the broken part replacement at their expense. So Bob's Discount Furniture has redeemed themselves in my opinion. Now I will continue to shop there.
If I could give them zero stars I would. I usually only write positive reviews and really stay away from writing a review that is negative but this time I just had to share, This company does not stand behind their product. I have purchased a few furniture items from them, an electric fireplace and last year a nice looking bedroom dresser. The day they delivered the dresser the bottom drawer was broken. Unfortunately, I had not noticed it until the delivery guys left otherwise it would have been sent back then. I called and they sent a repair service out to fix it, when the repairman came he had to attach an additional piece of wood to the inside to support the drawers as apparently, the dresser was manufactured poorly and therefore he had to make a modification. That was 17 days after I took delivery!!!
Then a few months go by and the metal tracks that are on the drawers begin to fall apart, the ball bearings in the tracks keep spilling onto the floor and the drawers can’t be open or closed. I call repair again and they tell me they will send someone out to fix the dresser, The guy shows up today and tells me he can't fix it and has to call the main office to let them know to order the parts, then the piece de resistance happens. He puts me on the phone with the customer service agent and tells me I have to pay for the new tracks! They are $25.00 per drawer and that I am out of warranty. The lesson here is to buy junk, expect junk.
The supervisor told me no matter who I contact at Bob's Discount Furniture, even if I call corporate that it will not change anything, Well guess what? It changes everything. I wouldn't spend another dime in their store just on the principle of how she talked to me and how they treated me. I have furniture in my home from much better places than that junk store, BOB your store's customer service sucks and so does the garbage you are manufacturing in China. Never again!!!
I purchased a chair, total cost 300.00. Had to stay at home to wait for delivery, which I understand. Truck arrives and it is the wrong chair. Delivery has to be reset, no one said sorry, would not refund 29.00 delivery fee for my inconvenience, not even said they were sorry, I cancelled order.
The WORST furniture you want to buy. Very POOR QUALITY. I bought a bed set along with the living room and dining room furniture 15 months ago. The salesperson highly suggested to me to purchase the protection/insurance plan called Goof. I paid $150 extra for the insurance. She stated that the insurance will cover all accidental damages.
I sat on the edge of the bed a few days ago and the side rail broke right in the middle. That’s the piece that holds the bed frame together. Now the bed is tilted. I called Bob’s first. They said they cannot do anything 'cause the one-year store warranty has already expired. They said I should call Goof and report a claim, which I did. Three days after I placed the claim, I received an email informing me that the insurance would not cover the damage as the bed got broken during the normal use (it is not an accidental damage). I can’t believe how they tricked me to buy the stupid insurance. Lesson learned. DON’T BUY POOR QUALITY FURNITURE FROM BOB'S AND CERTAINLY DON’T BUY THE INSURANCE WITH IT. IT’S WASTING MONEY!!!!
I had a bad experience with my recent order. I had to return my items due to the package/box size would not fit through my condo stairwell. I was also told by the delivery guys that I would not be refunded the $250 delivery fee. The deliver guys advised me to lie and just return the item due to a change of mind, and not mention anything about the size of the packages. I had advised the delivery guys to open the box and assemble the items upstairs, and they did not want to do that. If they had opened the box, the items would have easily fit through the stairwell.
That being said, I finally called the store and after waiting over an hour on the phone, I finally got a hold of the store manager. He did give me 100% refund, so I am giving a 2 star rating, instead of 1 star. That being said, the products are decent and affordable, but be sure to ask for measurements of the actual shipping box, and not the items, else you will be in big trouble. I finally ordered my item from another store, and they agreed to deliver the items open box and wrapped in plastic. It will fit 100%.
Had an absolutely horrible experience with Bob's Discount Furniture! Never did we expect or even imagine such obnoxious delivery standards & such sub-standard product quality. We bought 3 big pieces of our home furniture in Natick MA showroom last Sunday, which was promised to be delivered to our home today! Not only did we pay in cash for all the items (which were worth thousands of dollars), but we also paid in full for delivery and assembly charges.
The package when arrived, the delivery men were ill-mannered, reckless and handled our furniture badly while trying to get it up to my apartment. In turn, my sofa got torn in 5 areas, my bed headboard got a chip mark in 2 places!! We ultimately spoke to the customer service and returned it all back. We never really wanted to return anything, but the substandard torn products and especially the delivery man (Fabio) behavior, just made me decide not to purchase any further with Bob’s. Never expected such harassment!! Really disappointed!
I purchased a chair from Bob's and the salesperson lied about how to clean the chair (was told to put cushion covers in wash machine). Lied about how to submit claim (was told to wait until dirt and grime built up because you can only submit one goof proof claim, yet have learned that you can only file a claim against one single stain). When I spoke with a supervisor he told me first there was nothing they would do for me, and two they receive daily complaints about salespeople deceiving people, yet nothing is being done. Don't shop at Bob's. The low prices are not worth the inferior products and horrible customer service they provide.
My name is Fidel **. I buy a couches from Bob's Furniture. Less than 2 year is already broken. I call. They send somebody to check and after that no answer. I paid 1 year warranty and the problems is the manufacture. Please don’t buy there no more. They don’t care about after they sell the product and I paid more than 2,000. Now my living room is ugly. And I lose my money in broken couches. They are pilling every spot. That not fair. I'm very upset.