Bob's Discount Furniture
Bob's Discount Furniture Reviews
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Bought furniture from Bob's Discount Furniture in 2014 with goof-proof (not the only ones). In 2017 the leather on the loveseat alone started cracking and peeling and the cushions on the couch and loveseat started separating. Called and one person came out to tell me it was not his department. Called the other department for them to tell me there was nothing they could do. I let it go... Bad choice. Now it's gotten worse. I wrote to Corporate office with pictures.
Someone got back to me to tell me they could give me x amount of dollars for the loveseat alone. Great!!! But still I can't get matching loveseat. :( So I asked being that I bought it as a set if I can get credit for the couch also so I can at least get a matching set. They said they can't do that. I want to speak to someone in the corporate headquarters. Look up my name and address and you will find me, Bob's Discount Furniture. That's if they even read these negative reviews. Until this is resolved I will not be a loyal customer anymore. Hope they do the right thing.
First time we purchased our furniture at Bob's Discount Furniture we were not satisfied at all. A piece of chandelier fell off on the (Bob's) glass table and broke the glass. Goof Proof didn't work for that type of accident (they told us to contact home insurance- insane!). After that, living set started peel - not covered again. We said never again. But, two years ago, we needed a cheap piece of furniture for kids bedroom and ended up in Bob's store. While walking through the store we stopped next to sectional that had interesting design. Sales lady started her job - we said we're not interested in purchasing because of previous experience... The manager took over, apologizing and promising new material, better quality as well as new company (Goof Proof protection- extra cost, but covers everything, accept pets damage). Deceive!!! We purchased kids bedroom (not just a piece), dining set and the sectional.
After everything arrived, sectional wasn't aligned/leveled properly, 2 chairs had rough edges and stains from double coats of paint. Everything started squeaking soon after, sectional started sinking. We were ok with that, it didn't affect safety aspect, just esthetic issue, not big deal for us now (while raising little children). And here we are... tough winter of 2018. Three kids (6 months, 22 months and 6 years), all different kinds of viruses, for several weeks. Vomiting everywhere, including the sectional... (I did my best to clean it as soon as possible, but wouldn't let my kids exhausted and sick just to wipe pieces off something I paid warranty for). Calling Guardian, 40 minutes with agent, so many questions and information, to the thinnest details, requesting pictures, AND at the end our damage/stains were covered, WO-HOO!!! We're scheduled in 3 weeks (between 10 am and 2 pm).
11.30 am the technician is calling and announcing possibilities of being late. 1.30 pm he's calling again and canceling appointment because of snow starting late that evening (6 pm). Next appointment in 2 weeks. The technician is showing at my door at 5 pm (instead 10 am-2 pm). I'm paying babysitter for 2 kids twice, taking time off at work. The guy is different than the one they provided me his name and picture. He's coming inside pretty much with his hands in pockets, asking for furniture he needs to repair (not to clean). What a blame- he couldn't see stains on sectional in the living room from the dining room. Once he came closer, he said, "These stains are too old" (yes sir, 5 weeks since I called your company! I'm sorry we've been using our paid off furniture!). He's taking MY baby wipes (no asking). It doesn't work. Asking about protection kit/lotion, the way I was cleaning it... blah blah blah.
When he couldn't excuse anything, he took a multiple pictures of each section and said he will suggest (to his boss) to replace the leather on specific areas (BUT IT TAKES A LONG TIME!!!). Week later I received a letter we are not covered anymore (for bodily fluids stains). I called them back (Bob's and Guardians again), wasted my time... Bob's customer service agent hung up the phone. Guardians one said: they changed first design (covered to not) according to technician report (discoloration on furniture). I claim it as stain not discoloration! I asked if he could prove it? They couldn't answer my question. Then I asked about pictures he took- no answer again. I'm concluding he could report wrong address or nobody at home... she's not responding. I also offered the pediatric's report of dates and reasons for our visits...
All she did, she offered me an e-mail address to discuss about the report... I said: "why, to waste even more time?" She said: "probably, yes" and I hung up. I wasn't picky at first on esthetic factor and noise, but this is dirty and contaminated. Not safety to live with! This is such a good example of waste of a few thousand dollars and one disappointing experience. I'll keep spreading bad words. STAY AWAY FROM 'BOB'S DISCOUNT FURNITURE'. IT'S TRASH!!!
I have had a very negative first experience with Bob’s in Robinson and unless this is made right, I will not be a future customer. I was sold a Libre 2 sectional in coffee with a Bob-o-pedic Sleeper which needed to be special ordered on January 26th 2018. I was assured by salesman “Tall Bald Dave” that the delivery would be ready in 6-8 weeks. This was reiterated by the customer service rep that took the full payment the day I purchased the couch. It is now April 2nd, and no couch or eta. I began calling at the 6 week mark (around March 9th). It was explained to me by Tom at Robinson that it looked like the estimated completion was March 30th (9 week mark), but that if it updated to sooner I would be notified. I checked in once a week after that to be told the same. Tom stated during one of my check ins that he would be able to do a credit once the couch came in on the 30th.
On March 30th, I waited until around 8pm and called again, this time speaking with Karlean. She stated that the estimated completion date was now April 6th, and that she saw Tom had set the expectation for a credit. I stated that despite that, I would like to escalate my call as to get some accountability around this completion date so that the next one given to me would be the actual date, to which I was told that was not possible. “Everything is done through email these days so there is no way to get any better information from the manufacturer” (so much wrong with that statement). So I asked how is best to voice my displeasure to the right people in this digital age since there is no better way and she stated “Facebook, Google, Yelp”.
At this point, it has been 9 weeks and 3 days with no guarantee of when I will receive my couch, and based on the other comments about the deliveries, I might be in for more negative surprises. I paid $1,507 up front for a couch with the expectation that it would be in my house within 6-8 weeks. I am just asking now for a date range this can be guaranteed and a level of accountability due to a purchase made based on improper expectations. If this is corrected, I will re-rate and edit my comment based on resolution. I will be writing the same on yelp, Facebook and... Google. As directed.
The Goof Proof Protection Plan don't cover nothing. They just take people money and don't give the service is problems. I have two chest dressers in my house and two twin sized beds and they are all messed up and the goof poof protection would not cover it. Why. I don't know.
We gave the sales guy there at Bob's the easiest sale ever. We knew exactly what we wanted: a 5 piece Gatsby dining set in grey. We paid for upgrades -- we wanted it for our Easter dinner. Since we were ordering on St. Patrick's Day we figured that would be well in advance. When the set arrived a week later, the delivery guy refused to put it together since the pedestal to hold up the table was broken. He said he'd process it and deliver a new pedestal. Ok, no big deal.
Soonest re-delivery date was the following Tuesday. Tuesday arrives, no set. We call, the warehouse canceled the delivery. Why? The "refund" was processed wrong. We told them, "We don't need a refund, we need a pedestal." "Oh! Ok, we'll schedule that and get it out to you. Soonest delivery date is Thursday." Fine.
Thursday arrives, no delivery. We call. Why? The warehouse canceled the delivery. "Oh, it was processed wrong! We'll fix it!" Following Tuesday, no set. We call... this goes on and on and on. Three weeks! Finally we realize we are never getting an unbroken table. Never. The delivery people and warehouse CANNOT get their act together. They keep canceling the delivery for unknown reasons. Meanwhile we're left with a table top and unopened boxes in our dining space.
The Friday before Easter, we cancel the order and demand they give us a refund and come pick up the remnants of the unusable table. Soonest pickup day? TUESDAY. We had to eat out for Easter dinner. If they do not show up to get the table tomorrow (Tuesday!) we will issue a chargeback on our credit card. What a waste of time and effort. And the sales guy loses his commission, Bob's loses customers -- all because their warehouse's head was up their behinds. Very very very disappointed.
I purchased a chair and ottoman from Bob's Discount Furniture. I opted not to purchase the warranty because of bad reviews pertaining to company honoring the warranty appropriately. I purchased the chair November 2017. Delivery was scheduled for 6:45 a.m. I assumed I was their first stop, however my delivery wasn’t made until after 10:00 a.m. Delivery status kept changing and updating. After super nice guys delivered, I was asked to let them photograph chair to show no damage. They apparently missed a small tear near back leg that I noticed just recently. Chair has not been moved since set up. Noticed tear when I dropped throw on floor and bent to pick it up.
Since I have no proof of its origin and time frame I decided to just live with it. So small and not noticeable unless you’re crawling on floor behind chair. I was fine with chair about a week ago (Today is April 2, 2018). I was sitting in chair and leaned on right arm with blended elbow. I heard and felt wood cracking under the upholstery. It’s as if the wood underneath is dry rotted or simply extremely thin with hardly any padding. Now I can feel about a 12 inch groove along the arm of chair. Other arm of chair seems extremely fine and firm.
I guess I’m stuck with this chair until wood finally pushes through upholstery. This is not a fix issue, a replace issue. I didn’t buy the warranty. Based on reviews it wouldn’t cover this anyway. I am beyond disappointed with my purchase from Bob's Discount Furniture. I will never buy from them again. Beware of the commercials that says furniture has Bob's memory foam inside. Just glad I only purchased Chair and Ottoman. So far the ottoman is fine. Signed, Very Unhappy Customer.
My experience in the store was great! I guess it would be when you are selling merchandise. I bought a twin bedroom set. The set came and was damaged twice. I never complained because on the third attempt it was fine. I called to ask if my final payment can be one day later than the contract date and she told me no! Even after I explained the issues I went through for this furniture. I'm never purchasing from this establishment again!!!
I live in Maine. Bought living room furniture online for us to pick up. Wasn’t going to spend the delivery charge. Spent 2,000. Drove 2 hours to pick up get it home and no legs. Called as soon as I got home which was on hold for at least 45 minutes. When finally got someone she didn’t even have my order. Took a while then told me it’s going to be 3 months before I got them from China. Got them 2 months later and no screws to attach the legs. Again call a call center, on hold for a while, said they would give me a credit of 150 within 72 hours and a month later still don’t have it. Please stand by your word. Will never buy furniture again but will take that credit and put towards my girls' new homes. For all the money you spend on commercial ads, maybe you should focus on customer service.
I have booked my furnitures (beds, sofa, dining table, etc.) from Bob's Furniture on 03/4/2018 whereas expected delivery was 03/24, Today is 03/31 and we still waiting for delivery. Without letting us know Bob's reschedule my delivery date as there one of the ordered item went to back order. My 8 year old kid is having asthma and it is getting worst as she is sleeping on floor as her bed not been delivered by Bob's. We called customer care multiple time but they are saying they can’t delivered the stuff prior to 04/03 as their trucks are full till 04/03. I won’t recommend anyone for Bob's as their service is below worst.
I ordered a living room set: loveseat, sofa, cocktail table, end tables, and lamps. Delivery was scheduled on a Saturday. Before that delivery I wanted to add a TV console to the order. They told me it had to be on a separate order and because the Sat. delivery date was locked out, I had to have a second delivery date. That meant I had to be home for a four hour window both days. Saturday comes and they deliver the first order. The three piece reclining sofa was delivered with two right sides and a center. Left side was missing. The extra right side had to go back.
Also, one of the lamps was missing a part and couldn't be assembled, so it had to go back. And they didn't put the wheels on the cocktail table. They left a mess in the street with the wrappings. I had to pick them up. Later I realized the cocktail table had broken parts on the drawers and a nick in the wood. Several calls back and forth got me a replacement cocktail table to come with the sofa piece, the TV console and the replacement lamp in the next delivery. Just prior to that delivery I received a call that their systems had been down the night I called to place the TV console order and so it couldn't be entered. So I gave my credit card number again, no problem. Except that now it was too late to have it delivered on Monday, so I would have to wait until Tuesday. I had to fight tooth and nail to resolve that.
So Monday came and everything was fine, except the replacement lamp was missing the same part as the first one. And they left a mess in the street again. More follow up calls to get the lamp replaced again. I was told they would bring in two lamps into the office that Thursday and check to see if the part missing was a chronic problem. Then they would call me to pick one of them up as they expected at least one would have the part included. They never called, so I had to call and they said it was ready for me to pick up. When I complained that they didn't call, they said they did and left a message. I checked my cell phone and land phone and there were no messages there. They might have called my husband's cell phone, but I told them to call my cell phone. I am fed up and will never do business with this company again.
I have bought mostly all my furniture with this company and never had a problem. I got a dining room table, sofa & three bedrooms and happy to say it has been over 9 years without a problem. I believe it’s how you take care of what you have. I always shop around and compare. Sometimes it’s not only the quality, but also the name of the store that will cost you more.
Being on a limited budget, we purchased Bob's ripoff Furniture's Maggie Sofa about 3 years ago. On delivery, it was NOTHING like the floor model. The cushions felt like they were rock hard and overstuffed and the back cushions way too soft and held to the sofa frame by noisy annoying velcro that made noise every time you moved. We had the sofa one week and were so unhappy that we called our local store (Southington CT) to complain and ask what we could do. They advised us that it was already too late to make any kind of exchange, were extremely rude to us and their only solution was to put the cushions on the floor and walk on them to soften them up. Seeing we were getting nowhere (In retrospect, we should have called our credit card company and issued a complaint through them) we tried the floor routine and naturally it didn't make one bit of difference.
I have had several sofas over the years but this one is the biggest piece of garbage we ever had the misfortune to own. Now the springs in the seat cushions are poking us when we sit, the cushions are all out of shape and there's a gap between them. The back cushions are all misshapen and it actually hurts our backs and spines to sit on the damned thing. We are at a loss because right now we don't have the money to replace it. I will NEVER and I mean NEVER do business with Bob's again.
They do NOT stand behind their product. Their salespeople are high pressure and talk you into things you don't need and their "customer service" reps are some of the rudest people I have ever dealt with. Even the IRS people are nicer. I strongly suggest doing business elsewhere. (I have to say it's a mystery to me how this ripoff artist stays in business and grows his business to other states with his stupid commercials and his substandard furniture.) His watchword is "value" but never QUALITY. Let the buyer beware!!!
I had to go back to Paramus store today to exchange a mattress, nothing wrong, just not a good fit... A saleswoman, Gail, came up to me and asked if she could help and I said, "Oh I am just here to look for a replacement mattress." I also said, "Is my salesman here..." He wasn't in yet and she said, "I can help you look." Now, knowing I wasn't going to purchase anything new, this woman took the time to make sure I got what I wanted for the replacement. She had me lie on the mattresses and turn over and was kind enough to have me try quite a few. Well, I found one with her help and then her work started. She had to contact the office of the returns and pickups and set up with the computer, and being on the phone the credit for the return and the new purchase and she was as kind as she could have ever been...
This woman is not making a $$$ on the sale but took the time to make sure I was a satisfied customer. After all of her paperwork, she escorted me to the sales office downstairs to complete the deal. Gail, kind and caring, is an asset to Bob's Furniture... Anyone or anyplace else, no one would have helped me and assist my decision, nothing was too much for this wonderful sales person... I know one thing for sure, if I ever need anything, I will be back to that Paramus store and deal with her first. They are a professionally run outfit compared to many furniture or mattress stores I have shopped. Please take it from me, a very satisfied customer, you have a gem with Gail and your entire process in the store is perfect. Plus the decor of the store is just beautiful. Thank you for caring.
We purchased a king size bed in January, 2018. We were told the headboard and footboard were on back order. Mattress and foundation were delivered in January with a frame. Today our headboard, footboard and rails were delivered. I asked if they could help me take the frame apart that was temporary for us. I was told they couldn't do that. Upon assembly of our bed they did not put the foundation on the frame or the mattress. That was left for me to do. I would think that putting those things on the frame would be part of the job. Even though they did not come at the same time, they were purchased at the same time. I will not be returning to Bob's for future purchases.
I was visiting some friends and family in Indianapolis and they wanted to take me to the Bob's Furniture because I had heard they are going to open stores in California so I wanted to see what kind of furniture they had. From the very start as I walked in I was greeted by a young man named Matt **. He was so helpful and very knowledgeable on my questions, Because of this young man when I get back to Cal I will be going to the California store and purchase my furniture for my home, I wish that all customers sales folks can be like this young man. Good Job in hiring such a respectable and knowledgeable man. It's a plus for your company.
Upon delivery the two delivery men who were speaking privately to each other in Spanish informed us that they were unable to fit our pieces into our home. They did not actually try but took a picture that appeared as though they had tried. They then said that if we offered them cash they would break company policy and bring it over the balcony. We told them that wasn’t a good idea and they said there wasn’t anything else they could do and did not explain any further options we had to us. They left the pieces on our porch and had us sign “for delivery” without explaining what they were actually having us sign was a waiver taking any responsibility of the pieces off of them and onto us.
We needed to have our family bring the pieces in (which fit) and assemble the pieces ourselves. When we called customer service to discuss the awful experience we had and told them we did not feel we got the full delivery service which we paid $130 for, we were told they would not do anything to fix the problem and since we signed the waiver and that they were not responsible also we were not able to return the pieces either.
Also when talking to customer service we were informed that the delivery team had documented that we had refused the pieces (meaning that the pieces sitting on my porch were technically documented as being back in the truck on their way back to the warehouse) which could of resulted in a refund of over $1400 and lost merchandise instead of a refund for only $130.
When I asked about this I was told I was misinformed and that what I was saying wasn’t true. I asked her to listen to the recorded call because that was the information I was given and the original representative had updated the system to reflect that we did in fact accept the pieces. The customer service manager was unhelpful and had no compassion for the situation we were dealing with. We are longtime Bob's customers and sadly we will not be returning customers after this experience and the unwillingness of customer care to do anything about it.
I called Bob's in need of last year to have someone come and look at my living room set because the cushions has springs in them and it's very hard to sit on them. So they sent someone and he called customer service and the woman told me I would have the replacements by the end of January. Jan 31st arrived. No cushions, I called they to me Feb 22nd. Feb 22nd came. No cushions. I called again. Rep told me Mar 22nd.
March 22nd came. No cushions so I called customer service she told me to call back March 23rd and maybe we can get it replaced, so I called today. Rep told me they cannot replace it and I have to wait for my cushions to arrive on 22nd. This is very unfair because I cannot entertain because I have nowhere for anyone to sit, furthermore I think this set is refurbished because I never heard springs in cushions. I bought the Goof Proof plan for What? Anyway I suggest not to buy anything from Bob's because the furniture is no good.
STAY AWAY - What this company has become is absolutely appalling? We have been purchasing products from them for over 10 years, most recently we purchased a new bedroom set. Delivery Service was built on lie after lie starting with the driver that came to my house. They trashed my house, damaging the ceiling and the molding. Mis-installed my daughter's bed. Damaged the dresser and foot board, found out later the chest of drawers drawer was busted. Knowingly sent out damaged replacements to replace the already damaged furniture. Never contacted me on how they were going to correct the situation, instead waited until I called them. If it was one instance or one employee I would not be this vocal, but clearly there is a pattern that just cannot be ignored.
Had a technician from Bob's come over to look at the arm on the Chaise lounge because it had collapsed when my son used the armrest to push himself up. The technician came, looked at it and called up customer service, the technician left after dialing them. When I spoke with customer service they stated it was not a manufacturer defect or an accident so it is not covered. How can a technician see through the fabric to determine it was not a defect. Now I have a Chaise lounge that has no armrest and I feel like they take advantage of the consumers with the Bob's Goof Proof.
So I bought a couch and got the Goof Proof plan (must purchase if you buy any of this furniture, terrible quality). After a little over a year, there is a big bump in the cuddler sectional of the Charisma couch and the middle section of the loveseat. Always were off from the beginning but we were told it would settle the foam. Called Goof Proof, They said we had to call Bob's 'cause it sounds like a manufacturing problem. Bob's comes and looks at it. Guy that is here takes apart the cushions. Says, "Oh wow. There is an indent. That’s not normal." Said they will call in 24-48 hours.
A week later I had not heard anything. So I Call helpdesk and lady says, "Oh no. He listed it as normal wear and tear, nothing we can do. You can purchase all new cushion." Normal wear and tear on a couch I can’t even sit on comfortably. Guess the customer isn’t always right at Bob's. Oh and I have a credit from Goof Proof from an ottoman that ripped. But can’t use that on cushions either. Last time I buy any of furniture from Bob's. All terrible quality and don’t last.
Had a bedroom set delivered 2 weeks ago, set-up paid for. Delivery guys informed me there were missing parts and couldn't put the bed together and customer service will call to arrange. Spoke to customer service and they informed me parts were in stock and would be delivered to my home in 3-5 business days and to call back to arrange for a tech to come to my home and set up the bed. Also called the store manager where we bought the furniture from and he too call customer service and was told the same thing, that the parts were in stock and will be delivered to my house in 3-5 business days. After waiting a week and a half and no parts delivered, I called the store this time and was told they will call customer service to get an update and call me back since they were real busy. After a few hours, they called me back and said customer service stated they sent the parts FedEx and they should be to my home any day. That was a Thursday.
She also stated to me to call the store back if they didn't arrive by Saturday. It is now Monday today, exactly 2 weeks after my furniture was delivered and parts missing. I call the store today and asked to speak to Eric the manager, was put on hold for about 5 minutes, and the same lady came back on and said she spoke to Eric the manager and told him what was going on and he instructed her to call customer service. She then stated customer service said the parts will be shipped out tomorrow after they get them back in stock. They just told the store last Thursday they were sent FedEx already!?! Now they haven't even been shipped. Very displeased that the manager was too busy to speak to me himself. He did refund our delivery fee but I still have a non-functioning bedroom set for going over 2 weeks now.
I bought my first furniture in one of the Bob's in January 2016 which including "goof proof" came to a total of $3,000+, at that time I was very pleased so in December 2017 when I was moving, I decided that I was going to my local Bob's store in my new town to buy new furniture which I did, made a purchase that, including delivery, came out to $5,698.21. After all that was delivered I was still needing more furniture so I went online and ordered what I needed which included a dresser at a cost $501.13 and an Avenger Power Reclining Console Loveseat and matching Sofa as well which including delivery and taxes came to a total of $862.59 each. With that said, I am going to explain my issues below.
In February I discovered a small tear (1 inch or so) on the stitch of one of the seats of my sofa bed that I bought in 2016 including "goof proof", I called and a tech was sent out and came home, he barely looked at the issue (he literally spent 5 minutes in my house), asked me for a phone and called customer service. He did not say anything to me, just after a moment he passed me the phone, said customer service will explain next steps and left.
Customer service representative literally told me that "the tech said this was not an accidental damage or fabric defect because the stitch was missing and he was not able to fix it", again we are talking about a 1 inch tear on a seat which I am not sure how came to be but customer service representative was very rude and insisted that my warranty did not cover this and that tech said it was not accidental according to him and in other words he implied that I should have an accident story for this. PS, My goof proof warranty for case 1: LEATHER/VINYL: a) Leather Standard – Accidental stains caused by any food or beverage normally consumed by humans; mold and mildew stains caused by food or beverage spills; stains caused by human or pet bodily fluids; grass, grease, ballpoint pen ink, iodine, nail polish, cosmetics, lipstick, crayon, and shoe polish. Rips, cuts, punctures or burns from a single relatable occurrence.
The worst part comes now, as I said, I bought the Avenger Power Reclining Console Loveseat and matching Sofa, my loveseat was delivered in February 13 2018 and yesterday 03/16/18 (a month after) I go to sit on it and notice it does not recline. I try to find out what is wrong with it and note that the power supply has an AC/DC converter (looks like a black brick) which had a green light that is now off, since I have the matching sofa which uses the exact same power supply I was able to find out that the loveseat AC/DC converter stopped working.
Therefore, I call customer service right away to request a new power supply and explain what happened, I say that since I have the sofa as well I was able to identify the defective part and the representative who at first made it look as she will help ended up telling me that I "altered" my merchandise by finding out which was the defective part and therefore my 1 year included warranty was VOIDED... EXCUSE ME?
I asked her many times that if customers are not allowed to touch their furniture why nobody says this when we buy, explained very clearly what happened and in the order it happened, requested the warranty to be sent out to my email so I can confirm what she is saying to which she said she can't and after more than an hour of contradicting herself saying that I am allowed to touch my merchandise but I am not allowed to find out what is wrong with it. She told me that for the "included year" I CANNOT CALL customer service for anything related to the power or reclining mechanism on my brand new loveseat because whoever picks up will tell me the same she said since according to her I "voided my warranty".
I told her that I was a loyal customer who in the last few months only spent around 10k with them and that they will lose a customer for a piece which value is $55 according to her, however, in Amazon is $14.49, she did not care nor did she know what to say. She was absolutely rude, absolutely unprofessional, absolutely unwilling to retain a customer, unable to answer my questions and even got upset at me and said multiple times that "our call was being recorded" and that I was supposed to call when I found out the issue (WHICH IS EXACTLY WHAT I WAS DOING) and I shouldn't touch it but then she says I can touch it but can't find out what's wrong with it. I even asked if I should lie saying I don't know what's wrong or don't tell things exactly how they happened because as a normal person who spent money on a product if it stops working I will want to know what's going on with it and she didn't know what to say.
I am extremely disappointed, if I can't touch a merchandise that I bought and paid $862.59 dollars for it and it's in my house just because I am worried about it not working because I should be afraid that I will "VOID MY WARRANTY" then I should be advised of it at the moment of purchase. Furthermore, a customer service representative should be able to answer as to why customers are not told anything related to this and should NEVER EVER prefer to lose a customer instead of helping out. I was a customer of this business until yesterday, will not recommend it either.
DONT BUY FURNITURE FROM BOB’s... THEY ARE DISCOUNTED FOR A REASON!! I CALLED FOR SERVICE... 2nd time since I had this dresser???? Bob’s tells me they send service and deliveries by your address not your availability, even after requesting service after 4 pm, they come yesterday 7:45 am. After my daughter tells the service guy she is leaving for work, he ask just to see the dresser... He takes apart my dresser drawers, and tells Nisha to tell me to call for a reschedule???? I call and they say... They will send someone out but can give me a time!!
I came home to my clothes all over my bed and my dresser drawers in the middle of my room in pieces???? Ohhh and corporate's reply: "We can get somebody there by March 24th!!!" This is after I sent the pics of my room!!! So what Bob's doesn't tell you when you buy good proof is that you have to go by their schedule not yours! We are the customers but Bob's does not give a damn once you pay that dollar!!! I will post the pics. #MakeThisGoViral #**BobsDiscountFurniture
Bought 5,000 worth of products. Bought the protection plan. Furniture started peeling within 3 years of use. Cheap quality and then when you call to use your “Goof Proof” plan they give you the runaround. Customer service is not trained at all and do not provide any accurate information. They don’t even sympathize. Also be prepped for 2 hour wait times when you call for help. It’s a waste of money! Will never everrr buy from them again! Buyer beware!
I bought a sectional living room set with a Chaise Lounge which was quite expensive, so I purchased the Protection Plan. In February 2018 the armrest collapsed as I was getting up off the chaise lounge. They refuse to cover it stating that it was wear and tear. The set was not even a year old and they refuse to repair it or replace it! Mind you it's just me and my wife that sit on the set. We have given them a lot of our business and money! That ends now! I am very disappointed with them and will never buy another product from them. My business will be going elsewhere in the future and I will be sure to tell everyone to beware purchasing anything from them!
I recommend the public and the people of this great nation to never purchase anything from this company. I had the unfortunate pleasure to deal with their different teams, from sales to customer service, to deliveries. I purchased a bedroom set and had to wait over 2 months to have it delivered. When it was finally delivered, the mirror was broken.
I called to inform customer care and to have a replacement scheduled for delivery, the delivery guy said, "I wouldn't recommend you buying from this company, spend a couple more hundreds and get a better quality, service, and warranty." When they came to deliver the second mirror, they didn't notify me. They showed up and voila, "We are here!!!" It's like I don't have a job, or nothing to do. They didn't let me know the time frame, or anything. The truck drove off while I am on the same street, he said it was his last delivery, that's why he didn't want to wait. I am writing this review and now it's over 3 months I made this purchase and still didn't receive the mirror. Do yourselves a favor and stay away from this scam!
I truly would like to tell the public not purchase, Bob's furniture, they are the worse because they ask to put warranty on your furniture and then no one comes to fix it. They have many excuses. Go Raymour & Flanigan. They are worth it. They live up to their expectation.
I read all the bad reviews and got nervous but I couldn't have been happier with the customer service and delivery. They told me it would be between 2 pm and 6 pm but I was getting update Texts on my phone and they ended up delivering a little after 1 pm. Driver and helper were very professional and set up the mattress and took the old one with them.
I received a wood chair splintered at the back and I was told that they would absolutely exchange. No problem... until there was and suddenly it was the natural integrity of the wood... splintering is normal in the Bob's Discount Furniture world to be on a chair. Horrible customer service, supervisor literally hung up on me telling me she would do nothing for me, nor would she return it, and to not waste my time going to the store because they wouldn't help either, terrible customer service... moral of the story you get what you pay for... if you want low quality furniture with low quality people work in their customer service department I encourage you to go to Bob's if not then I suggests staying far away... horrible experience.
We went to Bob's to get a bedroom set and the two times it came to the house the sets came Damage. Talked the sales team. They said that they will put a yellow tape on the Furniture and when I looked at it there was no yellow tape on it. I was talking to their Customer service and a lady name Jessica was rude then we talked to the store and they gave us our money back. Very bad experience at Bob's.
The morning of the day I expected my furniture to be delivered, I went online to track my order. I noticed that the furniture was going to the WRONG address. I called the Yonkers, NY location, where I made the purchase and was told that I had to reschedule the delivery. Frustrated over this solution, I explained that I made arrangements to stay home to receive the furniture today and it's not acceptable that I be inconvenienced again over a mistake on their end. I asked to speak to the manager and was told that a manager would not be onsite until after 3:30.
After spending over an hour speaking to several customer service and sales representatives, I still had no resolution to this problem. In fact, I also found out that one of the women, Jennifer, who identified herself to me as a sales rep, is in fact a manager, which I found to be very odd. Not one person showed empathy or concern. They showed no effort to fix a mistake that they made. I was extremely disappointed and see that the savings from.
We purchased bedroom furniture from Bob's Discount Furniture store and added on the accident warranty with our purchase. The furniture became damaged so we submitted a claim. The claim came back that we were able to replace the furniture and a credit would be sent to the store to pick out new items. Since the damage was not significant we decided to keep our bedroom furniture and use the credit towards a new ottoman and counter chairs. When the new items were delivered they set up the new furniture but then tried to take the old damaged furniture that we were keeping. When I notified them that was incorrect, after a lengthy time on the phone with customer service they ended up taking the new furniture and putting it back in the truck. I spent the entire day on the phone with their store, customer service, warranty department, and delivery team trying to straighten it out.
This same exact situation then proceeded to happen over the course of a month THREE times. I spent hours waiting for deliveries and on the phone to ensure it was straightened out...only to have the delivery team show up again trying to take the old furniture. Every time that I called there was a different reason as to what the problem was. First they said the paperwork was put in incorrect but that it was fixed, then they stated it was put in as a warranty and therefore we needed to return the old furniture to Bob's (as opposed to being a Goof Proof claim). Another time we were notified that the ottoman was damaged while on the truck. Then the counter chairs were out of stock. Finally on their fourth attempt, we received the furniture. The very next day the wheel broke on the ottoman. We immediately called to report the problem stating that it needed to be replaced.
They sent a service person out to assess the damage. This was more of our time being used on waiting for someone to come to our home. He determined it did need to be replaced...which did get replaced the following week, resulting in yet again more time spent waiting for a delivery. Not only was this a major inconvenience to us and time consuming, but their service is terrible and the quality of furniture is terrible. The new counter stools already have dents and dings. Our bedroom furniture is scratched significantly. When we first tried to submit a claim with the Goof Proof on a nightstand they denied it because we didn't have a specific reason for the damage.
I ordered a bedroom set online over two weeks ago. I set up a delivery for the furniture at the Merrillville, IN. Location. I was told my furniture would be delivered this past Wednesday 03/07. Well, I called the day of to see around what time the furniture would be arriving because I could not track it. I was told that they canceled the deliver but they did NOT call me to notify me when or why this happened! I asked the Merrillville rep named Lashonda where my order was because I paid $1,899 and no one was considerate enough to notify about any complications. She told me, "I'm sorry but there's nothing I can do about your delivery not coming. It's a problem with accounting." She also said that there wasn't a number for the accounting department that I could call.
So pretty much I have to wait for someone to call me but no one bothered to call me to let me know there was an issue in the 1st place! My delivery never came and I was expecting it so my husband and I took off of work and threw our old furniture away and waited on a delivery. Worst service ever! I'm so upset and I hope that someone can give me some answers. This is totally unacceptable. How do you take almost $2000 from someone and not deliver their merchandise because there was a mess up in YOUR accounting department and tell me that there's nothing you can do about it? Where the hell is my furniture and what is going on?!
Bought electric sofa and love seat at 110 store in Farmingdale, NY. Three weeks later motor got stuck in up position. Guy came to our house said we need motor and he would order it. Two weeks later wife called cust service on hold for 20 mins always, (btw), said it was never ordered. Said they would order for Feb 15 2018. Couch broke Oct 2017. Called Feb 25, they said now motor won't be in factory until March 25, 2018. I threatened to sue, after another 30 mins on phone they said they would deliver the whole section that broke on sofa, exchange it, now 1 day before the delivery (it's now March 7, 2018) they canceled.
Tried to call was cut off 3 times. Now they will try to deliver on St Patrick's day in the middle of a parade when the streets are shut down. I told cust service to send them through back streets, and give them my cell number. Bottom line, I've never been so aggravated in my life. I looked online, and motor was available to be delivered in one week in Oct 2017. Are you freaking kidding me? They should be called CON FURNITURE!
I was delivered a broken dresser. The company said they will deliver a new dresser a week later. On the day of the delivery, the driver called and said he will be at the house earlier than expected and asked us to be at the home at a certain time. My wife changed her whole schedule to come home early and accept the delivery. After waiting for an hour she called customer service and they said that the delivery was cancelled due to poor weather. No one called and let her know that the delivery was not coming anymore. Bob's prices are decent but the service is the worst I have ever encountered. We have no idea when the dresser will be delivered and if it will come in working condition. I rather pay a little more but know that I will getting proper service and furniture that is not broken.
Five Year Goof Protection Plan: Should be zero stars but there is no option like that. Simply don't buy it. It's all about to pay for protection, and after, you on your own. They decline any service after. Waste of money. I bought a table where some stains appeared after few months. Customer service, told us, it's our fault because we placed cups and plates on it. So smart answer.
Great savings compared to other brands such as Catnapper by Jackson Recliner, La-Z-Boy Recliner, Ashley Recliner. They all had very similar with same features.
We went online during holiday sales this year around Valentine's day, my fiance and I were looking to buy a couch for our living room. We found we had a store located in Carle Place and was told by Sherrifa **, a sales representative there said that we would be able to apply a credit to a paid in full purchased couch. We had purchased a bed prior from Bob's furniture and was told by Sherrifa that when we have it serviced that if it was unable to be fixed or replaced that we would be able to receive a store credit. My fiance had the service representative visit our home and he signed off on the iPad where we would receive the credit due to the fact that they do not make our bed anymore and that there are no parts available to have what is needed to fix it.
We had purchased the couch online at that point. Since then, we hadn't received any credit, phone call or anything in the mail. Now we called and was told there was no such data in their system stating that we ever had the bed serviced or a note made for receiving a credit. We just feel swindled with that and won't be doing any further business with Bob's Furniture. We also still had never received the kit or was told we would have to wait 45 minutes to an hour to speak with a supervisor.
Customer service is great and very helpful and friendly. I went to the Hamilton N.J store. The employee that helped me was Kevin. He was such a great guy. He really help me make a good decision on a sectional and their delivery team was great also. His name was Artemio **. These guys were well managed and very careful moving in the sectional and they set it up fast and clean up afterwards. I love the sectional. It feels great and very comfortable. Thanks Bob's for your great service.
All the furniture at Bob’s looked good but turned out to be low quality. Their customer service to fix issues was just as bad. Sofa love seat and recliner started sinking shortly after purchase and the recliners makes noise going up or down.
Let me start off by saying the Natick store worker were really nice and refunded my money without an issue and sympathize with me. Ok so I had my neighbor wait for my items to be deliver. Mind you I had to pay him. When the three deliver men came they tried to put the sofas in the elevator. My neighbor told me they only tried one way and to put it in and when my neighbor ask to tried another way the deliver man told him, "I dont get paid for this" and told my neighbor to have me get refunded. So my neighbor called me to tell me. I ask to speak to the deliver man over the phone. I could hear him say, "No I'm not talking to her."
My neighbor ask why I was the one paying. He again said, "I not going to try any other way." All I wanted to ask the delivery man to please leave my items downstairs. I was going to have my boyfriend and brother bring them in the stairs but he refused to talk on the phone. IDK why but it was just rude. Mind you Bob's charge me almost 300 for delivery. I also had mattress but I refused them. I requested my money back. Never again will I buy from Bob's. It's sad because I had bought a lot of items from them throughout the years but delivery people in CT are sad people to deal with and ignorant and they lied when they wrote and said they wanted to come back with a 3 man when there was 3 males already there.
Bob's Discount Furniture makes poor quality furniture, and does not abide by the Goof Proof Protection plan that has been paid for. They refuse all claims, and only once asking to speak to a supervisor did I get a letter saying they were providing two options for my defective bed frame. They would give me a check for something that wouldn't even begin to cover a new bed, or they would give a credit to the store for almost enough to cover a new bed... However, the next day they sent an email saying the store credit amount was actually a mistake and is now lower... Again, not enough to buy a new frame, even from them.
The sales associate had told me that the Goof Proof plan would protect me from almost any accidental damage, and replace the furniture if they couldn't. This turns out to be a lie, along with all other advertisements about their plan. I would never purchase anything from this store again, and warn anyone even considering it. The company will be reported to the Better Business Bureau, and should really be investigated for false advertising.
I purchased a living room set from Bob's Discount Furniture in October of 2016. Within weeks, the seams began separating and the cushions began flattening out severely. Technicians were dispatched, per the "Goof Proof" warranty, which is listed on their site as follows: "Your coverage includes unlimited in home service for covered accidents. When a covered incident occurs, a professional service technician will come to your home at a time convenient to you and restore the stained/damaged area back to factory standards at no cost to you. This means you will never pay for a technician to come out to your home, never pay for any parts, and never pay for labor within warranty. If a stain/accidental damage cannot be restored to factory standards, the damaged piece of furniture will be replaced, at full value, without any additional cost to you!"
The set was replaced as the seam separation was deemed a manufacturer's defect. Shortly after, this happened again. And again the set was replaced. It happened yet again after the replacement, and this time, Technician Nelvin was dispatched. (After a previous technician didn't bother to ring the doorbell, which meant I missed a day of work for nothing). Nelvin deemed this to NOT be a manufacturer's defect, despite the seams splitting in the same spot and the cushions flattening in the same spots as well. When I had called to schedule, I was told the technician coming out was merely a formality, and this time I would be able to replace the set with another model.
However, because Nelvin reported that it was not a defect, when I called to schedule a replacement, I was told by Blarissa ** that NO RESOLUTION would be offered, and I am stuck with the defective furniture. I have asked to speak with her supervisor, who she indicates is a Jason **, however no phone call from Jason has been forthcoming. I'm extremely upset that not only is Bob's refusing to honor their warranties, I'm stuck with brand new furniture that is covered in holes where the seams have separated, and the cushions have flattened to the point of uncomfortableness. I am looking for resolution on this as soon as possible.
I paid extra for the Goof Proof guarantee and the material is peeling from the Bob's Furniture cleaner that was given to me upon purchase. The reclining Loveseat isn't even a year old! I do NOT recommend anyone do business with Low Bobs in Chicago.
I bought all my furniture for my new house from Bob's Furniture and they convince me to buy protectors for the mattresses and their 5 years Goof Poof warranty which is a scam and bogus. After 3 years The lazy couch frame broke, the arm rest got weak and cave in, the mattress got a huge stain that went through the cover protector. I call in the claim and they schedule someone to come out with a 2 hour window. Waited 3 hours which they never came. I call customer service.
After 45 minutes waiting on the phone I was advised that the TRUCK broke down which they did not call me and let me know that no one was coming, they re-schedule and the guy that came did fix the broken frame but he stated that he could not fix the arm rest or the tear on the foot rest since the Guardian company covers that which was a different 800 #, call the Guardian and the lady pressure me to give her an exact date of the damages which I kept repeating that I don't remember so she took upon herself and put Dec. 25, 2017 which I told her I don't know but she put that in the system and then she said "Sorry but we don't cover since is not under the 30 days policy," but I argue and told her I never told you a date.
She said, "You need to call Bob's and get a price for the piece if you wanted it fix." I was so upset I call back Bob's, explain what happened and they told me that unfortunately that is not their problem. I said, "Yes it is. I bought the warranty under your contract and this a company that you use so you cover the responsibility," well this how I got here. Pure Care is the warranty for the mattress which they voided my warranty because after I put in the claim they told me I supposed to report after 5 days and I violated the policy. Bob's charge me $350.00 for the warranty which they pocket for themself. They stole my money!!! Is a scam!!!
3000.00 for a leather sectional and we can't even sit on it. The chemical smell is so bad it gave us all headaches and burns our eyes, throat and nose. 3 weeks later and it still smells bad. I have to block off my living room with a blanket so we can't smell it. I have had 3 leather sectionals in the past 18 years and they never smelled like this. (Ashley and Wolf's furniture) They smell like leather. Bob said it's nothing they can do. It's not a manufacturer issue. Really!!! You made it. I am so upset. Don't buy anything from them. It's not worth it!!!
I purchased a dinette set with a leather bench a few years ago (still within the supposed 5 year manufacturer's warranty and the Goof Proof Protection Plan). Called the number for the protection plan and was told they won't cover it because I can't attribute the rip to a specific incident. Called Bob's customer service, submitted photos of the rips as told and they said it's not consistent with a manufacturer's defect. So what does that say? That this is just not meant to last more than 5 years? Terrible, terrible customer service. Obviously, you get what you pay for. In the future I will never support this store. Do yourself a favor - spend a little more money and purchase a better quality item.
Bought over 7 grand at Bob's Discount Furniture. The sofa and chair had manufacturer defects and is basically falling apart. Cost about 800 for both. I bought the Goof Proof Protection Plan and told anything under 2 years was covered no questions asked be it manufacturer of customer damaged. Hence the name Goof Proof. NOT true! Even though I only had it for a year and a half! I contacted Bob's. They sent a guy out who took my report with pictures. After 2 weeks of hearing nothing I called and they told me not to worry. Someone would contact me. Never happened.
After a month I called the salesman who was now a manager. He said, "I got your back." Never happened. He avoided my calls so I called Goof Proof who said they weren't going to cover it. I contacted the BBB AND the Connecticut Dept. Of Consumer Protection and put in complaints. Bob's lied and got away with it. The 7 grand I spent meant nothing. We are elderly and in bad health and were told get a lawyer. We can't afford our medications some months let alone an attorney. Bob's screwed us and we can't do a thing about it. Not even offering to fix it. VERY pissed!
Absolutely horrible customer service. I've been fed lies and my patience is gone. When buying their Goof Proof plan make sure you understand. You'll waits MONTHS for your furniture to be fixed. I will never shop or recommend this awful store.
Bought a sofa, loveseat, recliner and tables back in 2015. Had repeated issues with sofa and loveseat back cushion seams coming undone, middle support leg in sofa breaking off, and end and coffee table leg connections coming loose. Customer service is absolutely no help, total runaround (Goof Proof is a joke). When a tech did finally come out to check cushions, he said we got what we paid for: “It is DISCOUNT furniture,” he said. Well, I finally got rid of this garbage, took my losses and bought something made of better quality and construction at a local furniture store - buyer beware!!!
We bought a bonded leather loveseat/sofa set with Goof Proof insurance in 2016. When the loveseat peeled we contacted Bob's who agreed to issue a return authorization, but only for the loveseat. That would have been fine if we could get a replacement but the model was discontinued. We tried to contact them about replacing both pieces so we wouldn't be left with mismatched furniture but got stuck in the vicious cycle of leave a message/nobody calls back. Frustrated I called their corporate HQ in Mass. The man who answered the phone put me through to a v-mailbox and of course, nobody returned my message. I called back the a week later and got the same guy. I explained my frustration and he said he was only a call taker, and then transferred me to the same v-mailbox!!!
I called right back and asked for his name. His answer… “I'm just a security guard but I pick up the phones sometimes”!!! Then he transferred me where? HUMAN RESOURCES OF COURSE!!! A nice person in HR actually helped me by sending a priority email to corporate customer relations, promising that I would get a callback before the end of the day. Well, that call came the next day and the woman said they refuse to take back both pieces. Now we are stuck with a peeling loveseat rather than have mismatched furniture in our home. To say we are disappointed with Bob's is a huge understatement. Do not buy from Bob's. Their products are cheap and they don't stand behind the Goof Proof protection. In hindsight I think it's one big scam. In the end you get what you pay for.
Purchased a Dining Table and chairs. 1 of the chairs broke in half. Contacted warranty company (45 min wait) only to find out they won't cover it, they gave me another number to call. Another 30 min of waiting for the same answer from the different warranty company. The old saying is correct. You get what you pay for, in this case, it was junk. The warranty is useless and they have lost a customer.
Do NOT do business with Bob's Discount Furniture. I purchased a chair as a Christmas gift - purchased in November. The day before the scheduled delivery I get the first of a series of excuses from Bob's Discount Furniture as to why it would not be delivered. All the way to February - no chair - of course by that point way too late. Bob's Discount Furniture offered NO compensation, just excuse after excuse. DO NOT DO BUSINESS WITH THIS COMPANY.
The worst experience that I could ever had in my life was buying furniture from the Bob's. The quality of the furniture is extremely cheap and so is the after sales service. Please don't be fooled for purchasing their Goof Proof Plus where they charge extra money to take care for your furniture for next five years and once you pay that money and ask for assistance they will have very attractive excuses of saying no as this is not covered in the plan. The company full of gimmicks from top to bottom.
I had 3 rooms of furniture delivered from Bob's in the Bronx, New York, in late December of 2017. One of the items I purchased was a entertainment unit. I DID not get a chance to look over the unit because of other things going on in my apartment during my move. Within a week and after not having even used the entertainment unit, I noticed several cracks in the wood. I drove down to the showroom in Bay Plaza in the Bronx and spoke to the salesman, who put me in touch with "customer care". To make a long story short, today is 2-10-18 and I am still waiting to resolve this issue, even after writing a return receipt letter to the CEO Michael Skirvin. My next move is small claims court. Stay away from this company. You may spend a little less money on their furniture but you get way less in service.
Hello. I been a customer of Bob's for about 6 to 7 years, I have bought my 2 bedroom sets, and the kids 2, still have my dining table from 7 years ago. But my wife and I are very disappointed on the new bedroom set we bought from you guys, one of the wood retainers that held the mattress broke, and every so often I have to put the screws that fall from the frame back on. The tall dresser has had an issue since they put it together, the drawers open on their own, we called. They came and said it was the design, so I guess it has a poor design.
This furniture store the WORST and WORST customer service!! I bought bed, mattress and chest 2/3/2018, Rockville and they delivered them 2/7. At first, the delivery man told me they can't remove the old mattress and box spring because the salesman forgot to tell them. I bought the mattress because he said they will remove them so I ordered it. The delivery man said it's MY fault, you need to contact him, this is not my job... Etc. The second, They did NOT set up the bed properly. Many support woods parts should be attach the ground but they did not fix attachment properly at all. So support parts are moving upside down every time. Also one of the storage drawer was cracked!! And some screws was not straight!! The third, Every drawer of the chest did NOT open smoothly, someone came for fixing yesterday but still not smooth!
The fourth, the mattress is smell chemical, very strong smell and I had headache, nausea the night. The technician came yesterday for fixing drawer and he told me, this smell come from furniture also. Yes, strong smell come from the chest! I went to the store 2/8 and talked to Manager. He came the phone and talked to customer care over 30 minutes. They never accept refund or cancel, just reading policy and keep talking repair them. Honestly, I really want to send them back everything and I don't want their products at all. Because the delivery was horrible and they brought me defective products. No one check every products before shipping?
Every time after they did something, they asking me for survey, but why they can NOT improve their customer care and making good quality products? Anyway, I am still continue to resolve these problems, too much! And We can NOT use anything because I need to WAIT one more week to fixing the bed. We can not use the room because of the SMELL! They should come for fixing soon. This is horrible services!!! The woman I talked with in customer care and she told me to use Vinegar for smelling furniture... I can not believe it. Stay away from this company... I spent $1756.81 to be continue.
Got mattress in 11-2010. It has rips stuffing coming out of it. I went to Bob's. Gave me a hard time. The guarantee is only good if they say so. Got to have a tech come see it, take pictures then maybe they say they only guarantee manufacturing defect. They didn't say that when I got it. Got lots of excuses.
Purchased a recliner/sofa in 2015. Have had several issues and after a struggle every time they have fixed the problem. In Oct/Nov 2017 we had seam separation and tears. They said our pets did it, which they didn't. They ordered us a seat at no cost and said they would install it when we get it. Since that time the same thing is happening to the right side and I call Guardian and they state that Bob's CS should handle it and that I paid for 5 years of coverage. Called Bob's. They sent me back to Guardian who again sent me back to Bob's. This is ridiculous, no one wants to help.
Last call this morning said I was no longer covered because I didn't buy extra protection and I could purchase the cushion for $150 and they would install it for a fee once we receive it. This is just ridiculous. I have purchased several things since then and spent a good amount of money. Well I think I need to take my business elsewhere to a company that cares. I will make sure when friends ask a good place for furniture it won't be Bob's.
Bob's don't stand behind the Goof Proof protection plan that they sell to consumers. I called to set up service to my furniture due to me moving from one place to another. I scratched the furniture coming inside of the house and they said that's not covered! WTH... I feel that it a ripoff!!! Not to mention you're placed on hold for over thirty minutes for poor customer service.
It's been 3 years since we bought a 100% 3 seater leather sofa and bought 5 year protection. When we bought the sofa, the sales representative clearly told us that any small damages to leather, stitched, accidents will be covered. They said Bob's Discount Furniture will come to home fix the issues. There are 5 different areas in my sofa where the stitches are separated and leather is damaged. The customer care representative came by to home and he reports to the customer care that the sofa is as per standards. He reports that due to the usage that wear happening is common. We paid 1100$ for the sofa set and its pure leather not used often. The customer care is rude and hasn't resolved the issue. I wouldn't recommend BOB's.
Bob’s Discount in Merrillville sucks. We ordered furniture (Living Room sofa) on Monday. Delivery was supposed to be today. They called and told Terry between 2:30 and 6:30 it would be here. They call Terry and ask for directions, because they can’t find the house. The store apparently got our address wrong. Which is weird because we have a card and our bill gets here. He corrected that, and gave directions. They call back. They still can’t find us. They say we are not on Google Maps. Which is bull. Terry gets irritated. So they start calling me. They say they are in Lowell and Dot laws will not allow them. To drive the hour and thirty five minutes to get here.
Their driver can’t be out later. They will have to reschedule for Wednesday through Friday next week. I say If they truly are in Lowell it is only a 25 minute drive not 1 hour and 30 minutes. They say their drivers cannot be out anymore and we will have to reschedule. I say, "Fine. If that is how it is, I want you to drop the 250 charge for delivery because you messed this all up and we now will have to go 5 days with no furniture." They say they cannot do that. I tell them to cancel the order. They connect me with the Merrillville store to cancel. I see if maybe the can get the charge dropped for delivery, because no Furniture! They say they cannot guarantee anything. We cancel the order. We may not have furniture, but I cannot see allowing a place I am buying from to screw me over like that and making me pay for it too. That’s ridiculous!
I purchased a power bed frame and mattress for my disabled brother from Bob's Discount Furniture in Brookfield, CT. When I was looking for a bed that could elevate, I told the salesperson I was unsure if the bed would work for him and his physical limitations. The salesperson assured me that I had 90 days to return the bed if it didn't work for my brother. That was the reason I decided to buy the bed; because I had the option to return it if it didn't work for my brother. I spent $2,239.00 on the bed frame and mattress.
32 days later and his physical therapist has informed me that this bed is not working for my brother and what his physical limitations require. I called Bob's to return the bed and was told I could return the mattress, but not the frame. I explained that the salesperson assured me that I could return the bed in its entirety, but the manager I spoke to said I could not. I even pointed out to her on the receipt it says; "You may return your mattress or mattress set within 90 days of the original receipt date and we will refund the purchase price minus the original delivery fee."
Based on what the salesperson told me and the words "mattress OR mattress set", I believed that I could return this bed. The salesperson never said, "only the mattress" nor does the return policy say "only the mattress". So now I am stuck with a $2239 bed that my brother can't use. He is a disabled retired veteran and his income is fixed and limited. Go Bob's Discount Furniture! I will never purchase another thing from this company.
Bob's does not stand behind their product. The leather on the chair faded away and was told that it was not covered. Had it accidentally ripped or burned it would have been. I will never purchase anything from Bob's again.
We ordered a sectional that seemed nice and comfortable at first. Within a year you'd hear doings popping and creaking sounds. Then two years later the product is like sitting On plywood. All of the stuffing has flattened (not overweight). But don't worry I have their crappy Goof Proof service that I fell hook line and sinker for. Nobody answers this number. Multiple nights of waiting for 30-45 minutes On hold. Eventually just call a local upholster and get it fixed. This whole experience follows an incident where we bought a rocking lounger that creaked like crazy. The expert came out right away because it was just purchased and I said I was going to return it. He told me the creak was a normal function. Lol. He did spray some WD-40 in it which left grease puddles On my floor and didn't fix the problem. This business really is horribly run. Buyer beware.
This delivery company is absolutely terrible. Living in the city makes it difficult to receive delivery from large trucks. Completely understand. But the way this company approaches this is terrible. They did not find parking and told me that they would go around the block. As I stand outside for the next 20 minutes the truck never came back. No call, no notification or heads up from the company that they left. I call the driver's number and he laughed and said, "Ya we left a while ago. We couldn't park the truck."
I worked with logistics to potentially get them to come back as I found a spot for them that they could use. I waited close to 4 hours for a word of a yes or no. When I called they said they would call the driver to see if he could do it. No return call again. I called back an hour later and a new person tell me, "I don't know who you talked to but they called and they aren't coming." Customer service is the worst I have ever experienced and showed no remorse. Best of luck getting any information out of them.
I don’t recommend this business or the goof proof plan they try to sell you. It’s a joke. The telephone representatives are incredibly nasty, rude, and make you angry. Robyn one of the supervisors via telephone is rude and not willing to help. The furniture will break in a year and if you forget to say “accident” when calling in your claim, they automatically disregard your situation and send you to the manufacturer. They are a phony company who take your money and don’t care what happens afterwards.
DO NOT BUY FROM THIS FRAUDULENT COMPANY! I hate myself right now, I let Bob's stupid commercials overpower my normal, rational, and logical way of purchasing an important piece of furniture. I only wish I had come here first, before stepping one foot in that store of liars and cheaters. Less than 4 months ago I purchased 2 small couches for around $1,000, they look like I've have had them for 4 years! I wasn't expecting Walter E. Smithe... I knew I was getting lower quality merchandise... But I wasn't expecting to just throw away ALL my money. These guys are the biggest joke ever, if you want a couch that looks good for a few weeks, they are perfect, but any longer than that you're screwed!
I've had the service guy out for broken zippers, bulges in the arms, staples free falling from underneath, memory foam that has a "memory" problem. He stayed for all of 5 minutes... Said he couldn't fix it... Bob's would be in-touch. They call, and OBVIOUSLY I caused it all!!! I bust the zippers, caused the bulges etc. They are not responsible and I have no claim. These people are crooks!!! Please don't be fooled like me, take your money elsewhere... You can buy a couch from Menard's that will last longer than from this place. I have contacted NBC, I want someone with a loud voice to tell all those people that are considering Bob's... Please look somewhere else. You'll thank me in the long run!!!
We ordered a windowed bookshelf from here in September, only to find out that the top two windows are defective, no problem, we thought. We'll just return it and they can send us another one. After sending us another and having the same problem with 3 different returns they decided they would FINALLY give us the floor model over the phone, fast forward 2 days later, we get another callback telling us that they are not going to send us the floor model but send us another set. It is January 25th now.
We are through with receiving the same defective item so we convinced them to let us have the floor model. Except that we would have to pick it up somehow and bring it up our stairs into the room we have it in... What kind of service is this? After disconnecting from a 20 minute hold on the phone, we waited patiently for 4 months to get a proper set and this is what they come up with? They are making their very own customers come pick up a VERY heavy and large bookcase? They didn't even have the decency to deliver the floor model. We're expecting our money back and taking our business elsewhere. What a disgrace to Madison. Will be passing this along to everyone and everything.
Bob’s Discount furniture is quite the gimmick, they operate as a shady business, and I can’t see how they expect to last with the customer service that they provide. They go against every reputable business logic in this country. Instead of making things right with the customer, which would be me, they chose to have me write a bad review instead. The day the furniture got delivered the delivery driver took down a 100’ section of utility wire falling in our driveway. It also arrived with a broken chair, which we then had to wait a week for and go pick it up ourselves within a time frame of a couple of days before they sent it back??!! Even though we paid for it!
The process of getting our utilities wire fixed was a complete disaster. The claims specialist was very rude. The process was for me to take pictures, get 2 quotes and then email them. Then they will get back to me. Why am I doing all this work, I didn’t rip down the wire, Bob’s Furniture did. They should take all measures to get it rectified, not me. This was going to be a lengthy process all the while a 100 foot wire is sitting in my driveway. Are you kidding me? Totally unnecessary.
The one positive thing I will say is I called Bob's about this and they had a gentleman get in touch with me who made that part easy and quick to get rectified. While we were waiting for the completion of our delivery we noticed the quality of the table was pretty bad. The leaf does not sit flush, peeling laminate on the leg, all within the first week. We called to get our money back, and even though as written in their policy, a full refund is acceptable before time of delivery, now keep in mind we have only had a partial delivery coming to the realization of the quality,so before anything else got delivered we wanted our refund and guess what? They said NO!
We were offered to exchange it for another piece of furniture in their store... No thanks. Horrible business and even worse horrible customer service. Any other reputable store would of course do a refund especially within the first 30 days. We have never wrote a review before, however, this cannot be left unsaid. If we can deter 1 person not to buy furniture from there than we have gotten our money back.
If I can rate this company at 0 star I would. I bought furniture, took a 5 yrs warranty for all that I bought. The associate explained and we found it necessary to take cover. After my chest broke I filed a claim which took a different turn where I was twisted left and right from it being replaced; not being able to fix, not carrying that brand anymore, to crediting me some amount which never happened to not being covered. Customer service reps being so rude to me covering lies of each other from stores to corporate offices to get away with it. It’s a rip off scheme with them lousy furniture and they want to exploit customers much they can. Am not the only victim to experience this but with me it’s not over... Do Not buy from this Fraud company!
I purchased a 3-piece furniture set in 2012 and within 2 to 3 years of purchasing it, I had to have 2 pieces replaced which was done without any problems at all. I was impressed. Fast forward to January 2018, the final piece of the 3-piece set has been cracking and I actually put off calling about the protection plan because the holidays were coming up.
Well, I called today and was told that since my contract plan expired on December 8th, 2017, there was nothing they could do for me and I expected this is what they were going to say anyway. According to Christina, she talked to everyone she could and no one could do anything. She said once I told her the furniture was cracking and this was not due to damage, that it made the situation a little different. I said to her so I am expected to keep this furniture, even though no one tells you when you buy it that this is going to happen to the furniture. I said to her after getting the first 2 pieces replaced I had kept the furniture in good faith.
I am not blaming anyone but I should have replaced the whole set with something other than this peeling leather in the beginning. December 8th to January 20th is not a long period of time that some consideration could not have been afforded to me and it's not like you don't have to pay for the furniture if they replace it. I had to pay $100 for the first 2 pieces to be replaced and I had already purchased the warranty for it when I initially bought it. I am so disappointed that there really were no efforts made to help me. I sat on the phone waiting for Christina to see what she could find out and apparently not one manager felt I could/should be shown the same type of good faith I showed them. Needless to say, I won't be buying any more furniture from them. They offered me nothing, not even a discontinued couch.
Don't buy furniture from Bob's Discount Furniture. Here's why: When they delivered our couches they sliced through one so we had to wait extra to have both our couches. Our sofa's transformer blew out two weeks ago. It took two tries to get someone here to fix it. Only to find out he didn't have the parts on hand to fix it in that trip so they ordered them to be sent here. Called today because our loveseat broke last night and is now stuck in the up position and because it's electric we can't do anything about it. They can't send anyone until Thursday. In that same call today I found out the parts won't come in tentatively until APRIL. 3 MONTHS FROM NOW. They won't give us our money back to buy new, manual couches they will only exchange based on what the tech says on Thursday. I've never heard/experienced such bullcrap in my life. And we haven't even had the couches for more than 6 months.
I unfortunately purchased a couch that was too big to get into the elevator of my apartment building. From the salesman on the floor, to the delivery people and the customer service follow-up call they couldn't have been nicer or more friendly. Expecting difficulty when I returned to the store, I was able to select another couch without any problems at all. My new couch will be delivered in a few days and I couldn't be happier.
Bought a 3 piece sectional that quickly ripped at the seams. Sofa was delivered faulty and would not hook together. A tech came out and tried to sell me on "just do this and it's fine". I had Bob's come out and deliver replacements 5 different times. After months of calling and waiting on hold for 1-2 hours, I accepted the sofa. I have been to the cleaners 5 times so far to have them stitch the seams as the cushions just keep ripping. It is a lost cause to keep repairing the cushions. If you lean against this sofa you can hear the wood cracking. This sectional fall apart each and every day. I have attached pics of this sofa I have had less than a year. Let this be your warning. Do not buy anything from Bob's Discount Furniture!
I purchased an adjustable bed and nine inch memory foam mattress, with a mattress cover/protector, as well as a full bedroom set for a guest room, as well as an office desk for my fiancee. Besides issues with broken desk and threats to charge me extra to deliver a replacement desk, the mattress cover, which cost $69, is now falling apart. We were told when we purchased the cover that it can be replaced every six months. I called Bob's and was hung up on once, then called again and placed on hold for twenty minutes. Used the chat feature and was given the number for FabriTech. I called FabriTech and sat on hold for ten minutes after hitting the customer service number. After ten minutes they played a message saying "welcome" and offering another number for customer service.
I hit it again and waited ten more minutes. There was one message saying "one caller ahead" and then another saying you can leave a message if you want to. Why would I leave a message if there is only ONE caller ahead. After another long wait I got a message saying leave a message. What kind of ** make you wait over twenty minutes and then say leave a message? I am sure they will not get back to me, although I left my number three times in my message. We need to stand outside of Bob's and tell customers to stay away. They need to be shut down - scum of the earth!!!
I purchased the Reclining Sofa & Power Reclining Loveseat from Bob's for $3000+. My sofa was discolored and teared in just in few months. I tried to call Bob's with my concerns, but they were not addressed, but rather I was turned down as I had not purchased the insurance. The Bob's couldn't strive for the quality for their product or tried to address consumers concerns.
I purchased 2 very expensive leather power recliner sofas for both of my sons' new apartments and within 2 years they started peeling! I also purchased warranty which they would not honor when my sons called to complain. This also happened to one of my sons' friends who also purchased this sofa. Total for both was over $2600.00. I would never go back to this store and purchase a doormat.
The fiasco started a year ago. I purchased a bedroom set for my daughter. It was delivered almost 3 weeks later, broken!!! Both side panels were delivered split in half!!! Waited another 2 weeks for new panels, they were delivered, but with no screws!! Waited another 2 weeks before they finally put her bed up. 10 months later the side panels split almost in half, the drawer was misaligned and so it came off the hinges, the desk legs were loose which made the desk wobbly.
At first they said it wasn't covered. Then only after it was deemed a manufacturing defect, did they agree to fix it. When I mean fix it, they sent some drawers that didn't even go with the set and nothing else!!! So finally they said they would replace it, something that should have been done in the first place!!! Bob's Discount furniture is TERRIBLE! And the Goof Proof Warranty is also a joke!!! Please do not order anything from these people! I wish I would have googled their name first!!! But I will do everything I can so that other people aren't duped the way I was!!!
This place is a complete nightmare. Don't ever purchase from this place ever unless you want defective furniture that is not the same furniture as in the store when it arrives, the customer service department is useless and never helps anyone, and nobody is helpful. Nevermind the fact that I paid a lot of money to furnish my house 7 months ago and I still have no furniture in my home that I paid for, they are robbers. Liars and foreigners. DO NOT PURCHASE ANYTHING FROM THEM!!!
I purchased a Mercury power recliner 2 years ago. After less than 1 year the power stopped working. They sent a technician out who said it needed a part and it would take 3 months. After calling customer service and threatening to sue... they replaced the chair. Less than a year later the same problem occurred. This time however the chair froze in the fully reclined position. I suffered a severely sprained wrist, a wrenched back, a twisted ankle and neck injuries from a fall after having to climb out of the chair. There was no other way to get out of the chair. This time I'm not even bothering with customer service... I am filing a law suit over the safety issue with the chair as well as personal injuries.
Purchased a “leather” sofa from Bob's about 2 years ago and it is already falling apart, and peeling. I had a warranty and they refused to honor it. They acknowledged the sofa was defective, poorly made and was discontinued because of it. I highly advise staying away from Bob's like the plague.
I am a single guy that never turns down advice as far as the decor of my home. Ammara ** is the salesperson that I had the pleasure of doing business with. There was no pressure by Ammara to steer me toward expensive items, or anything that I disliked. Instead I felt that I had known Ammara for years and I felt very comfortable with her. While at BoB's I was not followed around by a salesperson like a little puppy dog, which is what happened at another store. I am very happy with my purchase and the service that I received. BoB's Discount Furniture is very lucky to have a young lady like Ammara, because she makes a person feel right at home. I have been to other furniture stores but none can match Bob's, in price and super friendly staff. I will send family, friends to BoB's. Thank you BoB'S and Ammara.
I purchased the goof proof warranty to cover my furniture. They make it sound like it's the best thing to buy but it's not when it's time to use the warranty. They deny everything. Also when you call customer service is terrible. You're on hold at least 30 min before you get to speak to anyone. I will never buy from them again. If you decide to buy there don't buy the warranty it's a scam. My daughter bed broke cause she was playing on it. I removed it from the room so they said I moved the furniture so it disqualified the warranty. So I just decided to toss it out.
I ordered a Credenza from Bob's Discount Furniture on 12-27-2017. I was told that I would be receiving a phone call on 1-3-18 or 1-4-18 regarding pick-up. On 1-4-2018, I was informed that the Credenza was in the Store and could be picked up that day at our convenience. Customer Service was excellent from everyone in the store from sales, office, warehouse/delivery. The credenza was professionally packed with the proper packing material. No assembly needed. The credenza was not damaged. Highly Recommended Store: Bob's Discount Furniture.
1st time purchaser of two faux leather power recliners from Bob's in Woodbridge, New Jersey. The both chairs have had to be replaced for a total of four times. Now, the newest replacement if not working at all. It is stuck in the open position and I almost killed myself getting out of the chair. The ideal situation is that they take both chairs back and give me a full refund (back to my credit card). I have never had so much trouble with furniture and have never been so inconvenienced with the breakdown of both chairs. Even the auto industry has a lemon law!
I have been trying to send corporate an email but no one will give me their address. I will now send to the Better Business Bureau and Consumer Affairs. Bottom line is... I want two working chairs that I can use and not have to be on the phone every two months because one of the chairs has stopped working, is peeling. My time is just as important as the time spent sending out repairmen, delivery personnel and customer service phone calls. CAN ANYONE OUT THERE HELP ME!
Me and my girlfriend ordered a living room set... And when it was delivered the guys destroyed the baseboard heating by dropping what look like the leg of the couch on it and didn't say nothing... SMH... $750.00 in repairs... The guys that delivered the furniture knew what they had did... Never again...
Ordered $4,500 worth of new furniture from Bob's in Farmingdale N.Y on 10/9/2017 which included 2 new beds, king mattress, 2 full mattress, 2 foundation. First deliver when my bed was put together workers stripped the screws and couldn't straighten bed, took pictures and told me I would get a new bed. After 10 day called Bob's. Said they had to send a someone here to try to fix. Took more pictures. After not hearing from Bob's I called back and arguing, Bob's would not allow me to speak to a supervisor, I was told a new bed would come. Delivery came and the team could not take apart my bed because the screws were stripped. Took pictures again. After a week of not hearing from Bob's went into store and spoke to Anil, store manager Over 1 hour, Anil called Corporate and they told him customer will take bed apart, and Jenny corporate manager would call us back.
After fighting to have a new team come and take bed apart on 12/13/17 service man came in and took old bed apart and when he called to make sure new bed was coming with a new foundation because a nail was coming through foundation they told serviceman my delivery was cancelled. After calling and fighting, Heidi from corporate sent a new bed but no foundation. Calling Anil back and explaining my situation and telling me that he would do something for me when this is all over. Bed came and still not impressed but I accepted it. Now calling back. They want to send another inspector to see foundation again which they already took pictures of.
After one hour of negotiation Bob's set up another date to bring foundation. Took off another day and they brought me the wrong foundation. 6 times took apart my bed. Took off work. Trying to remain calm. Called back. Told me to go to store to reorder. After fighting that I would not return to store and I need to speak to someone else Clarissa agreed to send my king size foundation. On12/21/17, Not one phone call from anyone. Called Anil back 3 times to discuss some kind of reimbursement and received nothing back at this time. Sad how all I wanted is to be happy with Bob's and they did nothing to do this for me. Really bad customer service. Would love to hear from Bob himself. I think 7 times to get a delivery correct is unfair and countless hours on the phone, being offered no support, who is going to pay me for Bob's mistakes.
Purchased the protection plan for my sofa and coffee table after being told it was great, it covered everything. My coffee table broke within 6 months of owning it and when I filed a claim it was denied by both the insurance and by Bob's Discount warranty. My sofa had damage from my three year old son and again my claim was denied. Never purchase a product from Bob's Discount Furniture or any protection plan from any company that is through Guardian Insurance.
Bought the Jennings Power Reclining Sofa from Bob's in March 2016. Two weeks ago I went to sit down on my couch and the cushion behind me snapped and the bottom part where the cushion and sofa connect broke (I am average size). Called Bob's the next day to let them know what happened. It's been 2 weeks and no one has done anything. A technician from Guardian came to my apartment to look at it, he said it was not something that could be repaired and the couch had to be replaced. He also said it wasn't a manufacturer issue. Called Guardian and they said that they can't do anything and if I would have tripped on my rug and fell onto the couch they could have replaced it. I was told when I purchased my couch and the goof proof plus warranty that any damage that happens to the couch will be fixed or my couch will be replaced once, as long as I know exactly what happened to it. They have been falsely advertising their warranty.
I went in the other day to try to actually speak to the manager since he won't return my phone calls and I heard a salesman say the same thing. Any damage will be covered for 5 years as long as you have the warranty. Bob's furniture is a joke. I will never buy anything from there again. $1000 after the couch and the warranty and now that money is wasted. Don't ever buy anything from Bob's. They falsely advertise. The customer care workers are even worse. Asked to speak to a supervisor, waited 30 mins and then she told me she can't do anything for me. I'm not letting this go. They need to do something. Only person who was helpful was the store manager who has been trying to contact corporate to see what they can do (or so he says).
Just found all of my paperwork and it says specifically that the "breakage of frames, springs, sleeper, reclining, heating, and vibrating mechanisms." This clearly was an accident. I did not break my couch on purpose. The only thing I will be happy with is a full refund. Don't go to Bob's to waste your money on junk furniture and have salespeople lie straight to your face. (Also in the attached image the broken part of the couch is leaning on a box, it hangs all the way down to the floor).
I cannot believe the individual that they sent out to repair our furniture. Young and nothing to cover his wet/snow covered shoes. He stood on my new rug with these shoes on. His repair of the chair was unprofessional and careless. The delivery person who brought the chair to exchange with mine was able to fix my chair in less than 3 minutes... Does that tell you something? Now I am waiting for a part for the sofa/recliner for a USB port that is not working. I will definitely request that the previous repair tech not be sent out. I would like someone different.
Worst customer experience ever. Mattress which cost $100 to deliver could have fit in the back of my car had I known it was a roll of foam. Completely misshaped. Customer service stated I needed to wait for 30 days for it to realize it's full shape! After I stated that was not going to happen, my child needed a mattress to sleep on, not a mangled piece of foam. The customer service agent told me that is their policy and is clearly stated on the receipt then he hung up on me. I was duped by clever advertising and thought I would try to save $ on a mattress that "Bob" said to compare to a Tempur-Pedic. What a total sham and shady business.
We purchased bunk beds in November, for our granddaughter's Christmas gift, they were to be delivered and set up a week later. When the delivery people came they did not have the hardware for the bunk beds. We had to schedule another delivery date, a week and a half later. For the week and a half we were waiting, the boxes that the beds came in had to stay in my granddaughters' room, they are three years and four years old. When the delivery people showed up the second time, they didn't have the hardware for the bunk bed stairs. They also found that the first delivery team had damaged one of the rails for the beds. We decided to cancel the order and asked the delivery people to take the beds back.
My daughter-in-law spoke with someone at the warehouse and was told they could not take them back because there was no room in the delivery truck. That person, whose name was Kara was extremely rude and hung up on her. The giant boxes were left there for another week until they could be picked up. I was told the money would be refunded immediately into my account as soon as the beds were picked up, it took 10 days! I had to call the store at least 6 times and it took forever to get someone on the phone. I spoke with three different managers in the Worcester store but none of them followed up with anything. This was the worst experience I have ever had with a furniture store!!!
We purchased a 3 piece reclining chair loveseat and sofa, salesperson said that they will all wear great. Just in case we got the warranty, because you never know. In June we noticed that the on seat on the sofa was sunken and looked 10 years old. So the tech comes out looks at it orders a spring, and leaves abruptly. I find out that the part is on backorder won't be in until October. Call on October part is still on backorder should be in December. The part finally comes in set up an appointment, the technician shows up same technician that was here in June, has no idea why they sent a spring and cannot fix the sofa.
After speaking to many many managers they decided that they would send a manager out to look at the sofa. Lo and behold no manager was coming out it was the same tech that was out both times who I told them I did not want him back again. With my time spent on hold I reviewed all the customer complaints about Bob's, I wish I would have reviewed them before I made the purchases. Like I said to the many managers that I spoke to instead of saying I can't you should say I will and rectify the problem. It's amazing all the money that they spend on Advertising when in doubt all they want is your money and when they get it you're at their Mercy. I hope Bob's reads this, again I am just a working man like everybody else on here hoping that the furniture last a long time not 2 to 3 years. Shame on you Bob's.
A mattress was delivered to my house. The driver took possession of old mattress by removing it from my residence. Which was assumed to be put on truck and taken away. My husband came home from the mattress was outside the drivers left it behind. We called an were told it had a stain and we don't them. They did not inform us of this. They took it out and hid the fact they were not taking. They took possession of this it now belongs to them. They need to come and dispose of this mattress.
Bob's is running a scam by selling protection services. It's the worst experience I have. I have purchased table and chair from Bob's also bought their protection services including accidental damage. Please be aware they will not cover anything. Dont waste your money. First call, after 20 min and answering many questions Bob's just dropped the call - no follow up no communication. Second try to call them holding 40 min - still holding and then hang up. 3rd call, I got thru and I was told it will not be covered since I mention damage probably from the keys in my pocket and not 100% sure. They have denied since I said not 100% sure and that was the only info in the report although I have repeatedly said most probably damage from the keys in my pocket. Worst company, I will never buy from them. Dishonest business practice.
I purchased a sofa and loveseat set and it was delivered to our home. I had made it clear it was for our vacation home (which was too far for them to deliver) when I purchased it., We paid to rent a truck and hired some local people to help us move it in. After two weekends of use (one month after we purchased it) the sofa is now broke with a spring coming through the back. I called Bob's to discuss as I purchased a warranty... Not only was the woman completely rude, but I am now being told they will not come there and repair it. I will NEVER purchase anything there again and I hope no one else has to go through the same experience I had.
Bought a goof proof warranty with my sectional. Salesman said they would cover accidental damage. Filed a claim for mildew UNDER the pull out sofa and they denied it because I didn't know what had caused it. Bait & switch... They sell you one product and basically LIE about what will be covered. I will never spend another penny in Bob's. They just don't care about their customers.
I need a recliner because of several medical reasons. I tried the recliner and the salesperson said, "you don't look very comfortable." I said that maybe when I receive the chair I could adjust it to better fit me. I cannot adjust the chair to fit me. I have to have 2 pillows behind my back. I went in to the store thinking the store would take the chair back. I can have the chair picked up and told me I can have a store credit until Jan 4th. I tried the other chairs and could not find one that would fit my medical needs. I am very disappointed. I am a senior on a fixed income and don't want to keep a chair I can't. I also can't buy another because Bob's has my money and won't return it. A store credit is no good to me.The only thing I need is a recliner. I was not told about the return policy. I was just told to sign a paper. Very unhappy and will never do business at Bob's. Not sure if the 3 day policy is still in effect.
Hassle free extended warranty - Brought a sectional couch in 2015. Started peeling and falling apart after 1 year. Called the customer service center. Got a detailed email to send photos of the damage with a guaranteed response in 3-5 business days. It's been 2 weeks. Nothing. Called the customer service number and was told, "There is nothing we can do, we will send an email to that department of and you have to wait an additional 3 days for a response". Saying I am irate is putting it mildly. Never again. Stay away from this furniture store. The customer service is a joke. To take your money it takes seconds. To get help it takes weeks... Horrible customer service...
In 2013 bought a couch ottoman and chair. It was called the Maggie. Purchase it in chocolate color. Within the year couch fallen apart. The cushions spring are coming thru. Couch looks like I had it for 20 yrs or more. Would never purchase anything from them again. Very poorly made. And I paid cash. They also delivered me the wrong size couch. Had to send it back for right size.
First off I want to say Bob's Furniture is a joke and their Goof Proof warranty as well. I have bought thousands of dollars worth of merchandise from them and every time I would use the Goof Proof warranty. It gets denied. I have gotten damaged items that were delivered. I have gotten items that didn't last for 3 months at some point and I would call them and have a service person come out to figure out if a part is needed or needs to be replaced.
The major one I cannot get away from at all is their horrible mattresses. I have been through all of their mattresses under the warranty and they are junk. Within 2 or 3 months I have had them replace for like 3 years now. There is no support whatsoever. It's like you end up sleeping in a crater. Both myself and husband cannot sleep on it due to me waking up and not being able to move because of how bad my back hurts. I can't bend or even breath sometimes without being in excruciating pain. Do not buy anything from Bob's. Everything is cheaply made and the Goof Proof warranty is a joke.
Please do yourself a favor and do not buy anything from BOB'S. Save yourself a headache and pain dealing with this people. I don't know how hard is to buy a simple bed until I went to this store. It take 4 delivers and still bring the wrong sets. Multiples calls to customer service. A pain in the behind and they never fix the problem. I finish cancel the complete order. And I never never ever going back to any Bob's store. Please trust me when I told you save time and money in another store. Run.
I was so excited and pleased with the selection at Bob's Discount Furniture. Until I had to deal with their customer service department. The first time I had to speak to them because I had received a text earlier that week that my furniture was going to be delivered on Saturday. Then there was no message with a time so I called. Their customer service department said they had no record of my delivery and that there was “nothing that they can do except fill out a form.” I asked for a manager and waited over 30 min only for him not to be able to help me and also no apology just a "There’s nothing that we can do and a Happy Holidays ma’am." I went to the store and the manager was helpful.
Today my delivery came. Again an item sent back damaged and now they're saying two weeks for my delivery. I said this is unacceptable because by the time that I get my furniture it will be a month later. Customer service says this is all they can do so I should take it. I said, "It’s okay. I’ll go to the store and speak to a manager." She was upset and said, "There is nothing the manager can do for a deliver other then look at her same screen" but if I don’t want to schedule with her she will notate that. I said this is fine. I went back to the store and spoke with the manager. He was extremely apologetic and scheduled my delivery once again. Customer service really needs to work on their people skills and how to resolve the problem instead of combative. This has been a horrible experience for something that began with excitement about my new furniture.
Drawers in bed were damaged upon delivery and required a second delivery date to install the broken parts. The new parts were in the wrong color and size, and could not be installed. Customer service was inflexible on scheduling dates and could only confirm two weeks in the future for a delivery time that met my schedule. Defective products should be prioritized in resolution to ensure customer satisfaction. I’m spending too much time waiting for the delivery trucks each weekend for this to be effective.
Husband & I have spent thousands of dollars on furniture & convinced to buy the extended insurance. Attached is a picture of my new couch from them. The serviceman said it's from human error? They decline approval. I have spoken to corporate to no avail. The Sales Representatives reassured us any type of tear or defect it would be covered. Not true! This is not the first time I've gone through this with them. I have the receipt but couldn't figure out how to sent it from my email.
First let me just start off and say how disgusted I am with Bob's Discount Furniture store. On December 9, 2012, I purchased a 100% “LEATHER” reclining sectional. More like plastic. After having the sectional for about 4 yrs almost 5, it has start to peel non-stop. 100% leather does not peel or strip. I have called Bob's on several on occasions about my issue and unfortunately they can’t do anything about it. “**”. May I just add I have a reclining La-Z-Boy sectional which is 100% leather for about 10 yrs and it has never peeled or strip. This has started to let me think what are they selling to their customers. My advice to consumers, DON'T GO TO BOB'S. YOU DON'T KNOW WHAT YOU MAY GET.
Bob's is a disgrace to furniture stores and companies. I wish I could post the picture of the sectional I bought from them. Bob's should be ashamed of their selves for selling their customers poor quality furniture at high prices. It is disgraceful how you treat your loyal customers and accepting when you are at fault. When you have loyal customers you should always try your best to resolve their problem because word of mouth can make you or break you. I have attached Bob's FAKE LEATHER RECLINER and I am also attaching my La-Z-Boy LEATHER RECLINER for the old and potential customers to see and you guys see the difference.
Bob's Discount Furniture Goof Proof Plus Protection Plan through Guardian is a joke. My table got scratched. Denied my claim, even though I was told they would fix it no matter what and I have applied for a refund. Going to register a complaint with the BBB. Insurance that doesn't insure. It's a scam.
We had a great experience in the store and ordered a coffee table and end tables. We had to reschedule our delivery and the woman sounded disgusted because the "furniture was already on the truck" for 2 days from then. She said that she rescheduled for Saturday, but when I called on Friday they said that she cancelled the order, but didn't reschedule it. The representative would not transfer me to the delivery people or to a supervisor, states that all he can do is take a message and that I have no choice but to wait. He told me that he has no deliveries available until Wednesday, but put me on a standby list for Tuesday. I called the store directly and was told that they are going to request an early delivery for Tuesday, but that I have to call back to ask about it later. I'm leaving town Tuesday afternoon and having company when I return. I wish that I had never ordered from this store and definitely will never order from them again.
Worst experience ever! Hope the items are better quality and more quality control so nobody has to go thru the painful... claim process. I can’t complain for the sale team but the refund policy and the quality of the furniture are horrible. Long story short, first purchase rec'd damage, after a long waiting time on the phone for over a good 45 min they promised me a full credit refund for the dresser. Of course, Bob CS forgot to mentioned that I will be responsible for the delivery fee which means I stuck with that charge for file a claim and get the damaged pick-up collected from home. Second claim (dinner table) took almost a month to get someone to fix it and finally replaced it. I think everyone agrees to buy items to enjoy them and not to file claims along with wasting time, money and much aggravation.
We had a delivery time between 9:15-1:00. We saw the tail end of a truck briefly at the end of our driveway at about 9-9:30. It stopped for about 5 minutes then continued down the road. My husband called to try and get them to see if it was them but they were gone. It is now 2:30 and we find out that THEY knocked on the wrong door and can't come back until next week!!! No excuse when we were home, cars in the driveway and cancelled appointments to be here. Very, very poor on their part and communication on their part or someone on their behalf was severely lacking.
I have a recliner with a bent frame that cannot be repaired. Also, sitting in it only periodically, the cushions have sagged to the point my arms get tingly and must move sideways to get the blood flowing. Company has been totally unresponsive. Service person came and turned chair on side and tried kicking it straight. Said it cant be fixed. Need a new part. In the meantime I have a chair that cannot be used. The chair and the extra warranty was paid for. I had to give a star, otherwise it would have been ZERO! I asked for a loaner and was told BOB's doesn't do that.
I ordered approx $10K worth of merchandise. They provided wrong delivery date and just showed up at 7:30 on a Saturday morning and woke up my family. Then 2 of the 3 bedroom sets were missing essential pieces so they left them for over a week sitting in the middle of my floor. 3rd bedroom set was scratched so they had to make 2 additional trips to get it right. Table leg was also damaged and required two trips. I was told on multiple occasions I would get discount for my troubles. Then when I called to ask about it told I was lying because they never give discounts. Furniture is just ok.
Bob's Furniture is ok but not durable. Especially when you have little kids, and do not expect their warranty to be any good. Purchased a bed for my child and was told by the salesperson to purchase the additional warranty just in case I had problems and the manufacturer would not cover. Long story short my child loosened the bed and it needed repair. The person came from the company and all he did was take pictures and tell me what he wasn't or supposedly couldn't do. Called warranty and was told they couldn't help. I was finally able to speak to a supervisor and was given instructions on how they would assist and they are making another appointment to come and repair the bed. NO ONE CAME!!! I will be forevermore going to their competition and warn future buyers. BOB'S FURNITURE is not durable and they will not cover damage even if you buy their warranty.
Be AWARE. If you purchase anything from this HORRIBLE company. When they deliver it make sure you follow them around your house so they don’t steal from you. A delivery guy stole my 7 year olds tablet from her room when he went upstairs to see where the bunk bed was going to go. Talk about a low life scumbag stealing from kids. Oh and how many other people does he steal from? Complete LOSER.
Purchased a bedroom set and dining room set in December 2016. It was delivered on Dec 23rd and all of the pieces were damaged! I called immediately to report it and scheduled another delivery for Feb 2017 (due to my work schedule). When the delivery truck arrived the gentleman asked me to come outside and look at one of the pieces of furniture to inspect it before they brought it in... He pointed out obvious damage and said that again is not acceptable. He dialed Bob's CS and spoke briefly with them and then handed me the phone to confirm the new furniture was indeed damaged before it made it into my house.
I again rescheduled the delivery for April 2017 (again the delay in delivery was due to my work schedule). I was assured I would get the "White Glove" inspection before it left the warehouse so I allowed the delivery to take place. Minutes after everything was set up and the delivery men left I took a look at the furniture... THIS WAS DAMAGED WORSE THAN THE LAST PIECES THEY TRIED TO BRING!
I took photos and called in and the representative offered to give me a small percentage of money back, return it all and get store credit or have a technician come to repair all of the pieces. I was enraged and told her I would have to think about it and call back. About a week later I had a sudden tragedy in my life and that furniture was the last thing on my mind. I did call Bob's back 2 months later with a decision and all of the sudden I no longer had those options. I was told a supervisor would get back to me and never received a call. In September I decided to call again to see what the hold up was and was told I needed to submit photos for review! Why didn't someone ask for those months ago?! Thankfully I had the original photos on my iPhone with the date stamp! I sent in the photos and still no response! I call again and am told I still need to submit photos so again I send the pictures.
In less than 2 days I'm issued an automatic reply that my request is denied because it's not a manufacturer issue!!! I call again and the representative said it was probably denied because there weren't detailed notes along with the photos... so she allegedly summarized all of the calls/issues I reported on my account and sent me another email with specific instructions on how to reply with the photos. I do exactly as I was told to via the email and 3 weeks go by and no answer. I call today to check the status of my latest email to them and am told by Tie **., the supervisor, that I am being denied because I should have reported it sooner! I said, "The day of delivery isn't soon enough?!" She stated the only communication I have documented is the call from 3 weeks ago! I said, "That has to be a mistake. I spoke to several people on several occasions!"
She basically told me I am denied for not notifying sooner than 3 weeks ago. LMAO. I said, "Are you serious?!?!" She stuck with the same 3 sentence reply over and over and did absolutely nothing! How convenient that all of the sudden every detailed conversation or communication with Bob's has mysteriously disappeared!!! UGHHH, I CAN'T EXPRESS HOW ANGRY I AM RIGHT NOW! I will call them every day until they find all of the communications I had with them and fix this issue! I am also going to get detailed phone records to show all of these lengthy conversations I did indeed have. PLEASE DO NOT BUY FROM BOB'S DISCOUNT FURNITURE. THEY ARE SCAM ARTISTS AND THIEVES! I will contact an attorney if I have to and get every penny back I paid them! I took a photo of my My Bob's statement as proof of purchase... I will add the actual receipt when I get the opportunity.
They will find every reason not to honor the warranty. They sent me to Guardian who then said it’s a manufacturer defect and Bob’s said it’s not and the cat is chasing her tail. I will NEVER do business with them again. So here I am with an exposed back to a sofa and staples scraping my kids! I am left with no choice but to try and re-staple to avoid further danger! In the meantime I call BOB’s again and the tech says I can’t use the warranty because I stapled it. Well why didn’t your guys fix it??? I don’t have the luxury of waiting for a 4th visit for a competent tech to come. Very shady person you sent over with no badge, no name, no card, no proper clothing and an out of state car from NJ when we are here in VA. The furniture is very poor quality and has frame damage neither Bob’s or the extended warranty wants to fix.
My sofa bed broke. I called for repair. Was told the repair part was on backorder. I waited months for part. It came damaged. Was told new part would come in 5 business days. 2 weeks later still waiting. I called back got the runaround and nothing has been resolved. No one seems to know anything. They just pass me from department to department.
The delivery was scheduled for morning then switch to afternoon. Now it's next week. No table for two weeks. Thanksgiving is here and I have to feed my family on the floor. WOW thanks for nothing BOB’S DISCOUNT CRAPPY FURNITURE.
Purchased the Mercury sectional last November along with a recliner chair for my husband. When they first brought my sectional the delivery team shattered my front door (which after 2.5 months of fighting I finally got a check replace the door) and damaged the chaise. The delivery guy tried to nail back the leather and use a sharpie to cover the tear. Come replacement couch it's covered in white powder come to find out it was in another person's home and they refused it so the factory puts the powder on just in case of bed bugs, uh nope! Now come #3 we finally get the set a week after my husband's back surgery in December. Fast forward to last week we are watching a movie and my husband feels like someone slapped him in his lower back.from inside the couch. The spring from our sofa let go and we realized there's a giant hole in the side of that cushion where it meets with the frame.
Called CS. They send tech out. He wants to staple my leather couch so the hole isn't so noticeable and stated retest the spring back into place. I advised him he needs to see the spring coming out of the bottom of the couch in the process of taking apart the sections gouges the leather on the chaise. We refused to have it fixed half-assed so he leaves in a fury doesn't take pics and now I have to wait until Wed of next week to get another tech out to look at it. So now I have to have my family members sit on a broken sofa for the holidays. NEVER RETURNING TO BOB'S TO PURCHASE ANYTHING.
Visited the Riverhead location today and was treated extremely well. I was greeted at the front door and not pressured at all. I was able to browse the whole store, had a cup of coffee and a cookie on them as well. I purchased a sofa and interacted with a wonderful salesperson named Maryann ** as well as two unnamed managers who were equally friendly. I can't wait until I need more furniture so I can return.
Just recently we purchased a chair and loveseat from Bob’s furniture. Jim the sales manager and Kristine the sales associate tried to sell us the extended coverage for $99 but we declined at first. He came back and asked if we could do it for $49 if we would buy it. We said yes. I just received the paperwork in the mail and it was for one item neither the manager or sales associate has told us that!
So I stopped in the store today and talk to Brandon a manager and told him our circumstances and in my opinion why would I put it on one new piece of and not all. Reminds me of a bait and switch tactic. So I declined the $49 and asked for my money back. Again why would I just put it on one new piece of furniture and not all pieces. Never even offered to give us both pieces. Instead asked I wanted to do so I declined it and said I want my money back! It’s unfortunate that I will not be purchasing anything from Bob’s furniture again! Very poor customer service!!
We purchased the Hampton living room set to include the sofa sleeper, chair and a half with ottoman and loveseat. The set was delivered with damage (crushed frame on back corner of couch and holes in fabric, holes in fabric of loveseat). 4 delivery attempts later after same type of holes in various places after calling customer service for the countless time, I was informed they will not send another set out but I can keep what I have and they will refund me 30%. I went to the store and we set up a return for the whole set. They came and picked it up and told me I would receive my refund within 7-10 days. It’s now day 14 (their return policy is 16 days). We paid cash for the purchase.
I called the store inquiring about the refund only to be told the accounting department in North Carolina is reviewing the situation and that she has sent several emails inquiring about the refund with no response. She said at this time they are still reviewing it and as of right now only about 400 has been approved for refund. We returned several thousands of dollars’ worth of merchandise. This is not even a full description of the problems we had with the Gladiator reclining set we purchased at the same time. Seriously thinking of starting a class action, who’s in? I wonder if I will get interest on my money that they have stolen and refuse to give back.
I bought furniture from Bob’s and the customer service sent a repair guy out and he just ended up breaking my ottoman and attempted to fix my bed with just slabbing in a bunch of wood. Guess what? Didn’t work and my bed is broken. I will never be buying from them again.
I had originally purchased furniture from this company in April. Now, we are currently in November of the same year and am out to buy furniture again. Yes, the horrible furniture that I bought fell apart 13 holes. I luckily received a credit for my new furniture. I then went to the store to shop for my new furniture. We found some decent stuff and scheduled for delivery. That brings us to today, the day I get my new furniture. I was home at 1030 to await my new furniture delivery, 1035 turned into 1115, 1115 went to 1245, 1245 turned into 215... So on and so on... Finally, they showed up. Didn’t come to the door just left. I then called and was told they left the field so I had to reschedule my delivery. Completely unacceptable. Now I have a couch with holes, no money back and a customer service person who says nothing they can do. Do not buy from them. They only want your money and only care about that.
We purchased the furniture sofa, loveseat and chair (BRAVA SOFA SET) + GOOF proof worth $3000 with an assurance that it will cover all the manufacturing defects. The furniture that was delivered was bad quality and they replace at that time for three times. Now after 2 years the cushion started to sink and chair making noise. Sofa moves when we try to sit on other side when someone else is sitting on other side, so then I called the customer service regarding the issue and they sent the technician to look into it.
Unfortunately, the guy spent barely 2 minutes and was least bothered to check in completely and took just 6 pictures. In my house he told me "Yes it's problem and I see it's bad" and someone will call me in 2 to 3 days. No one call me for week and when I called they told me that he wrote a report saying this is not manufacturing defect and they cannot do anything about the cushion and noise. When I ask for my option they told me they cannot send anyone else for 30 days and I have to call them back and complain about issue and they will send someone else to see furniture. They don't want to fix it either or replace it with something else. I'm really unhappy with the quality of the furniture and the customer service. Not sure having this bad quality furniture what causes next.
I ordered replacement items in October. I paid in full. I have not received the items despite several phone calls - each call over one hour - with customer service. My order has been cancelled - reordered - cancelled - reordered - been told it is overseas - been told that it won't ship till December even though the items are in stock - I have been given the runaround each time. I have requested to speak with supervisors who refuse to get on the telephone. I have overheard "trainers" tell the rep "just tell her that you are putting it back in the computer and call back in a few days."
The customer service is THE ABSOLUTE WORST and this is with me paying for the items. I also want to return a mattress - it says I have 30 days to try it out before I can return it. So my 30 days are up and now I am told that a service technician has to come to the house and inspect it. Inspect what? The mattress is uncomfortable and I want to exchange plush for firm. If I have to call Bob's again and listen to that voice on the recorder... do yourselves a favor - if you buy from Bob's do not expect to get anything from customer service. They are all trained to give you the runaround and never give a straight answer.
The L-shaped sofa bed came. The two men brought it scratched the hall terribly, and also said when he saw my cat, that he would smash it (my cat) because he hated them. I was not home and my boyfriend told about this a long time after. Of course so I wouldn't get upset but things like that I need to know! Also, in the store when we sat on this couch to try it on for size, it was NOT the sofa bed, which they hesitated to not tell us. The point is, it does NOT feel the same. It makes ZERO sense for them not to have the sofa version, because that way you can get the true idea of what you are getting. The sofa part is extremely hard, and completely different than the part without it. Also, when you open the sofa bed??? The mattress at your knees to feet goes DOWN. And guess what! This is on purpose. I guess they finally changed, it because I cannot find any sofa bed pictures that look like the one we have.
All we knew was that it was a memory foam sofa. We have not had guests for a while from when we made this purchase. So, we didn't know what was lurking beneath! Three months later when I found out what was going on under there, I was extremely upset, because of the time frame, they wouldn't exchange it. This is false advertisement. They also tried say, "Oh, so many people sit on it, that's why the store version is softer." No, it's softer because the display couch is NOT the one with the sofa bed that we purchased! And the bed itself is not fit for a human, so we never use it! This sofa is a nightmare. They would not allow me to exchange because it was past the trial days, whatever. Again, I didn't know about the sofa until I needed it. I need it now too, because my family asked to stay with us this holiday, and NO ONE can sleep on this retarded sofa mattress!
That's the ONLY reason we got the sofa bed too!!! UGH. In addition to two horrible men who wanted to harm my cat, their scratches cause over $700 in damage and my building had them pay for it. NIGHTMARE. I clicked on for an attorney to contact me, but I'm more than positive it's too late. I will NEVER shop there again. :(
I bought my couch about 3 months ago. The button for the electronic foot lift broke, so now we can’t recline on one side of the couch. We had to wait at least a week (can’t remember exactly) for a technician to come out, he sits down on the couch, asks to use my husband’s phone and while he’s on the call he says, “we don’t have parts on us, so we can’t fix your problem. We have to call to get the part, they deliver it to your house, then you call us back so we can install it.” Um, what??? So they tell us it’ll be 7-10 business days to get the part, well, a MONTH later, we had enough and called them back.
They had forgotten about us and finally sent the part to us a few days later which is basically a remote instead of a button on the side, so it’s not even what I originally paid for, it’s cumbersome and my dogs will more than likely eat it. The part was installed, and guess what, doesn’t work. Now I’m told (which would have been helpful if they had told us when we bought the couch) that it can’t be returned. I see nothing but bad reviews for this company, and it’s my mistake for not reading that first, but I’ll be filing a complaint with the BBB, and if nothing comes from that, they’ll be hearing from my attorney.
This is by far the worst furniture company I have ever seen. I purchased a couch, dining room table, recliner and bed set from Bob's. Everything I ordered has started to fall apart or not function correctly. My couch has started to sag so much in 2 years of owning it that my wife and I are basically sitting on a wooden frame by now. We bought it with 5 years of Goof Proof and manufacturer’s warranty. After multiple calls and sending two technicians out, Bob's refused to replace the couch or even offer our money back.
Then our dining room table, chairs started to wobble even though the screws are tightened. Our Gladiator automatic dual recliner also started to malfunction. One side works, but the on the other side, the footrest will not go back down. I had parts ordered for the recliner and a technician scheduled for the recliner and dining table chairs. The service call was scheduled on a Friday from 12-2 according to the operator and the text message sent by bobs. My wife and I arrived home at 11:30 after running errands to make sure we were there for the appointment. I received a call from Bob's customer care asking about the appointment because the technician arrived at 11:15 and no one was home, so he left.
I'm a little ticked off at this because the operator had a tone like it was my fault that the technician came 45 minutes earlier than he was supposed to. Then he tells me that they cannot get a technician out that day because it's too late and says they can get a tech out the next day in a tone so proud of himself you would think he solved world hunger or something. I reluctantly agree to it and wait for the technician the next day. Well you guessed it sports fans, NO ONE SHOWED UP ALL ** DAY!!!
After 4 calls and speaking with a supervisor, they tell me that we were not scheduled for today (even though 3 other customer care people told us we were scheduled) and we would have to reschedule. My wife is talking to them on the phone because I am royally pissed off at this point! One piece of advice I would give anyone looking at Bob’s is look elsewhere. The only thing you get at Bob's is crappy quality furniture and a complete lack of customer service. I will NEVER buy anything from Bob's furniture ever again!!! This company is nothing but a joke.
We buy the set electric reclined sofa set for my living room in May this year 2017 and buy the protection plan for 5 years and 3 weeks ago we saw the big sofa in the middle is broke and the left side sat is down, we no have childs, and we are not fat or heavyweight. Ok call to the customer service and give me the appointment for 11/4 Saturday between 4.30 to 6.30 pm. Wait for the technician and nobody come and nobody call me to say me why the service no come. Call another time and complain about this and give me another date 11/11 from 7.30 am to 9.30 am. Surprise the technician come 9.45 am, take the pic to my mailbox, no touch the ring bell or knock my door, and leave.
Call to the company and tell me, "The technician come to your address and nobody is in your home. Sorry need do it the other appointment", and say have the proofs the guy come and never knock my door and never get out the car and have the proof my security cameras record the guy. My question is easy. If this happen now new what guarantees what happen in the future? Bad experience. We no recommend this stores for buy any furniture item.
We bought a set of Bob's furniture. Cost 1900 total. Cost with 5 year warranty. With came in drawers on some furnitures didn't open. Said floors are uneven. Professional yeah ok!!! Came out twice with same story. My husband professional certificate carpenter happen to be home. We proved to them with laser gun measuring stick and guy agreed it furniture doesn't work. It cheap sticks went back. Company said it's our floor. By way Bob if your floor are uneven so would your ceiling be uneven. Wont come out anymore so give me back warranty money. Stop scamming people Bob with your professional that you hire!!! Sure they are!!! You get 2 chances only. I think they should close you down not Sears!!! P.S. BOB'S DONT USE FLOOR EXCUSE. IT SOUND SILLY!!! PS if took everyone funiture you go broke Bob.
About 4 years ago we bought two power recliners from the King of Prussia, PA store that just opened. We have issues with both chairs. First chair stopped working. It was a bad wiring harness. The service tech or the parts department sent the wrong part. No one from their service department called back like they said they would to confirm the part had arrived so they could have the tech come back and install it. The second chair just caught fire!!! Best case would be that they replace both chairs but I don't think they would and do I really want this fire-prone crap in my house. We were not using the power recliner controls when the fire started. What would have happened if this fire had started when I was not at home??!!
We bought a 3 piece reclining loveseat that is "fake leather". We decided on this because after telling the salesman that we were looking for furniture that would hold up to animals he told us this was very durable material. We also bought the coverage warranty. Well it is NOT durable. The material is peeling from the seats. The furniture also becomes disconnected if you move around at all. I called the company and they sent a technician out who said the material was peeling due to the dogs. So we were told that our extra coverage would not cover the seats because it is from the dogs. I spoke to several employees from both warranty plans to no avail. I was also told that the furniture coming disconnected is not a manufacturer's defect. So basically our 1 yr old furniture is peeling and doesn't stay connected and we're stuck with it. Never buying from them again.
I bought a recliner in July of 2017 and I was shutting my blinds and look at the back of my chair and the back of it a metal piece is sticking through the fabric and the other corner has a little hole in it. I won't be buying anything else.
I purchased a couch in September. I spent $800 on it and another $100 for the goof proof protection plan. I almost left while I was looking around because the sales girl got a visit from her boyfriend and literally hung out with him for a few minutes before kissing him goodbye... At work... While with a customer and her young daughter. Very unprofessional in my opinion. I got the couch September 11th. The couch cushions constantly slide around, so a few weeks after getting the couch, I lifted the "back" cushion up so I could slide the "butt" cushion back in place. I noticed the zipper on the "back" cushion wasn't zipped, and realized the zipper broke! I only had the couch for 3 weeks! My last $300 couch I had for 7 years. No problems ever. I'd still have it if it didn't live through two small kids spilling on it and cats puking on it.
Anyway, the sales girl raved about this great protection package. Someone will come fix anything that's wrong with my couch. Awesome, right? Come to find out they only have repair people working Tuesday and Thursday. They also only work in the morning hours. I work in the morning as I'm sure many others do. I set up an appointment and stressed it HAD to be after 12:30 because I wasn't going to lose pay to have them fix their faulty furniture. I got a call at 11 from the repair guy saying he was in the area. Called him back after 12:30 to find out he stopped working at 11:30 am and I couldn't get another repair person for a week. I talked to multiple customer service people.
Finally one rescheduled and promised I would have my couch fixed the next week. She put in the notes it HAD to be after 12:45. I get a text a couple days before my newly scheduled saying my repair person will be here between 8:45 and 10:45 am! I called customer service... Waited on hold for 15 minutes. Finally talked to someone who told me they don't work around customer's schedules. It wasn't odd to expect someone to miss work to have their faulty furniture repaired and I could ask a friend over 18 to be here so the repair person could come! I finally asked him for a refund. He said he couldn't but could maybe do an exchange. This was after he told me I couldn't have an exchange because I had a repair scheduled!!! (The repair I was calling about because it wouldn't work, therefore was no longer scheduled.) He clearly wasn't listening to me. I got a delivery of a new piece of couch scheduled and thought everything was okay.
Today I got a call from Bob's saying my repair person was scheduled to come between 10 and 11 am... (Seriously!!!???) Tomorrow. I called customer service AGAIN, wait for 20 minutes when it was supposed to be 3, and talked to a supervisor. She told me my delivery is scheduled and the guy just never cancelled the repair. I asked her how I could have both of them scheduled if he said I couldn't. She told me he was misinformed. I told her how every time I called and talked to an agent they've all told me different things. I was promised service, then not awarded it. I was given wrong information multiple times. She didn't want to hear it. Horrible customer service. Not impressed with a company that isn't willing to work around customers' schedules.
I shouldn't be expected to lose money at my job to have their faulty furniture fixed. I paid $900 for the couch and protection. It shouldn't cost me anything else. They clearly don't care about their customers. I don't understand how I can get a new piece of furniture delivered in three days when it took two weeks to originally deliver it and it's taken over 2 weeks for someone to try and repair it. I will never shop there again.
I purchased a couch, love seat, ottoman and full box spring for my niece. They clearly tell you that you need to inspect everything when it is delivered and they will replace the whole item. 1st delivery, the couch and love seat had problems. 2nd delivery, the couch still had problems. 3rd delivery the couch still had problems. So ridiculous that my niece, and her mother, had to take the time to be there for the 2nd and 3rd deliveries. When I called to look for some kind of compensation for all the time my niece and her mother had to spend, and the fact that they were delivering horrible products, they actually told me that they would not make another delivery. They actually said "Why would you want it, if there are so many things wrong with it?" Like it was our fault that they weren't making a good product.
They actually wanted to leave my niece with just the love seat and the ottoman - with no matching couch. I elevated this issue as high as I could. I immediately had my niece call and she was able to schedule a 4th delivery. Of course, the couch still had problems - there were large dirty marks. My niece said that she actually ended up with a worse couch than if she had stuck with the first one. I was actually able to get them to refund my shipping costs, but for all the aggravation, they should've given us the cost of the couch - especially since what we ended up with was still defective. Don't be fooled - once you've purchased your furniture, they don't give a crap about you.
We ordered a bunk bed for a 3 year old from Bob’s. Days after the order we got a call saying it would take 3 weeks to get it in related to color. Which was weird because they displayed the color in the showroom. We purchased anyway and bought 2 Bob O Pedics for mattresses. So, as you can see we spent a lot of money. Over $2000. Then the day of arrival the truck shows up. The driver comes to the door saying, "We have a problem. We are missing the conversion kit for her bed. We can’t put it together! I asked before we left and no one knew what I was talking about.” "What!!! So you came here knowing you couldnt put the bed we have been waiting for for almost a month but paid for in full, for what." 30-40 minutes on my phone with customer service. She had no ideas what happened!
My husband and I took the weekend off to wait for this bed for a little girl with special needs who was mortified when the truck left without her new bed. I will never buy from here again! Don’t even pay upfront. The whole company is a joke. Not one person knew what was going on and we have to wait another week for her bed. Go to Cardi's. At least they deliver what they advertise, especially when it is in the showroom floor! Don’t buy from here!
My wife and I have purchased many items from Bob's before and have been satisfied. However, on September 6, 2017, we went into the Columbia, MD store and purchased and two bedroom sets for our kids. We returned to the store and added two dining room chairs, and a living room set to the order so that everything can be delivered on the same day. Good thing we returned because we discovered that our previous order was canceled! No one bothered to notify us. Our kids really liked that bedroom set so we had to look for something similar and ended spending more money.
To make matters worst, the delivery was a total nightmare. I received unexpected knock on my door at 5:58 am waking up my entire family and to make things worst, the delivery driver named Issac ** treated me with total and complete disrespect. Issac was very condescending and not helpful in the least. I tried to explain to him that I was never contacted with a delivery time window and request that he come back at a later time because my family was still sleeping. He shrugged his shoulders and told me “That’s not my problem, do you want the furniture now or I will return it to the Depot and you reschedule”.
When I asked for his supervisor’s number, he ignores my request and walks off. Unbelievable! I spoke to a manager named Victor, who promised to have someone call me back today at 10:00. It’s now 11:00 and I haven’t heard from anyone. I should not have to keep calling to find someone who can fix a problem. I will be canceling my order and will never do business with Bob's Furniture again. I will not recommend them to my family and friends.