Bob’s Discount Furniture can trace its roots back to 1976 when Bob Kaufman began selling waterbeds due to his own back problems. By 1991, the bottom fell out of the waterbed industry, so Kaufman teamed up with Gene Rosenberg to buy a furniture store that had gone bankrupt.
Today, the company has more than 84 locations in and around New England. The company is best known for its whacky and humorous TV commercials, as well as for the cafes which are located inside each store. In 2016, the company had annual revenue of $1.1 billion. The company operates as a subsidiary of Bain Capital.
Bob’s Discount Furniture has “outlet” locations (oftentimes part of the warehouse inside the store) where imperfect furniture and appliances are sold. Other names the company goes by are BoboPedic ZZZoom and Bob’s Value Express.
In March 2021, the company opened their 6th store in Ohio.
Bob’s Discount Furniture can trace its roots back to 1976 when Bob Kaufman began selling waterbeds due to his own back problems. By 1991, the bottom fell out of the waterbed industry, so Kaufman teamed up with Gene Rosenberg to buy a furniture store that had gone bankrupt.
History
Today, the company has more than 84 locations in and around New England. The company is best known for its whacky and humorous TV commercials, as well as for the cafes which are located inside each store. In 2016, the company had annual revenue of $1.1 billion. The company operates as a subsidiary of Bain Capital.
Bob’s Discount Furniture has “outlet” locations (oftentimes part of the warehouse inside the store) where imperfect furniture and appliances are sold. Other names the company goes by are BoboPedic ZZZoom and Bob’s Value Express.
In March 2021, the company opened their 6th store in Ohio.
I purchased a sectional sofa from Bob’s in Villa Park IL less than a week ago. 2 nights ago my 13 year old daughter went to sit down and we heard a loud pop! We looked at the couch and it is now broken. I called AcceptanceNOW the next day and spoke to someone and told them what had happened. They told me to call the store. I next called the store and spoke to the manager. He wouldn’t even let me finish my story and said the finance guy told him my kids were jumping on the couch and it broke. First of all my “kids” are 13 & 17….girls. There was no jumping on couches. And if there was, what kind of shi**y furniture breaks if “kids” are jumping on their couches!!!! He told me all sales were final and would not help me. That night I proceeded to look at all my paperwork. Nowhere does it specify “All sales final”. The next day I called the finance dept again and spoke to Manny. I asked him when could I return the couch. In my lease to own option I can cancel at anytime according to my paperwork. He proceeded to tell me my kids broke the couch by jumping on it. I told him that was not true and my kids are 13 & 17 year old girls. I’d love it if someone could listen to this original phone conversation and see that…that is not what I said. He would not help me. Later that day my SO called the store and finally got a call back from the manager Terry. He said he couldn’t help since he manages the front end of the store and that another manager would have to help us. We then get a call from Jason. He was not willing to accommodate us at all. He wanted us to pay for the repairs and would not exchange the couch for another one. When we asked for his last name, he refused to give it to us. I think Bob’s is a big scam and take advantage of women. I’ve never heard of a store not helping out a customer when the product is less than a week old. This is poor customer service. I plan to write negative comments everywhere I can.
My husband and I purchased a recliner and a loveseat for our living room on July 5th, 2021. We got the furniture at the end of August which was fine, considering the whole Covid-19 situation with lack of workers etc. We also purchased insurance. After three months, the recliner broke! I called Bob’s and explained that we only got the recliner about three months ago and it broke. My husband told them that all he did was sit on the recliner and reclined and he heard a snap. A technician was sent out a week later to look at the recliner and to our dismay, according to the representative on the phone wrote in his notes that it was the customers fault!!!! Needless to say how livid we both were!!!! I said to the representative on the phone, “Are you telling me that we will not get a replacement for our broken recliner?” She told me that we have insurance and it should be okay, we should be able to get our recliner replaced. I just checked my email and found out that Bob’s will not replace the recliner! My brother-in-law came over to visit a few days ago and I asked him to take a look at the broken recliner since he has experience in that field. He took the piece of broken wood from the recliner and told us that the wood was rotten. We are so disappointed in the manner in which this situation was handled. Never again will we buy furniture from Bob’s!
I’ve had the worse experience. I purchased 2 twin beds. On the first delivery the beds weren’t in the truck and the second time the beds had been crushed…I’m very disappointed….But I will be doing my own investigation on Bob Furniture for my husband is a attorney ??….We would love to hear from all customers who have had issues with this company for its bigger than just a disappointment to me it’s the principle…Please contact me for I will be checking this site on the regular to see if anyone has sent a reply. I thank God that this has happened to me to insure that this will not keep happening to people….The CEOs of this company are millionaires but they owe their customers better and I will demand that we will get it…Class Action Lawsuit on its way stay tune!
Terrible company, since July 21, 2021 I have been trying to get $99.99 credited to my credit card. No one can help you, there is no accounting dept. to speak with, I am just being told my account is locked. (whatever that means) the credit due is for the goof proof that I did not want. Very odd how they can cancel the shipment of a product but not give you the refund. Thievery at it’s best.
We have now been waiting OVER a year for a power recliner we purchased. We have called on atleast 10 different occasions and continue to get the run around with delivery dates. They refuse to just refund our money. I will NEVER use bobs furniture again. Buyer beware!!
I also had a horrible experience. I also ordered 2 twins bed. The day my beds were supposed to be delivered the delivery never showed and there was no communication. I reached to customer support and found out my delivery had been canceled, due to the driver finding no products on his truck. I reschedule my delivery and the day before my delivery I get a text message from the store near me saying the beds I ordered aren’t even in stock and I need to order a different bed. I order the new bed and wait another week for my bed to get here only to have one of my beds fall apart an hour later. I reach out to customer support and they are no help. They order new hardware and schedule someone to come assemble my bed the following week. I wait a week and the delivery driver shows up at my house at 6 am with no hardware! He comes in looks at my bed and says he has to reschedule my delivery. I have never experienced this level of incompetence in my life. The customer support person I spoke to, Jasmine was rude and smug. I will never do business with Bob’s again.
I am on board. TERRIBLE customer service. Rude manager at Colerain Ave Cinti OH store, rude employee, inept sales person and scammed on delivery. The delivery people were awesome and some of the furniture is C quality built (drawers don’t line up).
I’m totally agree with you with this company.
My email is
century21.marlenegamboa@ gmail.com
I sincerely doubt that anyone on a corporate level will respond. Unless it will be in a patronizing and condescending manner such as Eric H’s this morning. I purchased a double recliner May 2020. It has developed some manufacturer’s defects, including shredding of the footrest. The Goof Proof of course was misrepresented. Advisor came and looked at it. Several customer (non)service calls, told it would be exchange. Then Bob’s drops the ball. I finally call back to find out I’ve received a $350 store credit. When I try to speak to the corporate office, I get nowhere. I asked either for the exchange or a refund to my credit card since I will NEVER patronize this store again. Now it’s YET ANOTHER REFERRAL. And of course, this is my fault because I didn’t read the fine print. And, they refuse to put me in contact with the furniture manufacturer so that I can address the manufacturer’s defect. I was told to “do a Google search and maybe you’ll find it”. Never have I dealt with gross incompetence, rudeness and overall lack of caring. Obviously, Bob’s count care less about repeat business. The business philosophy is stoat once they have a customer’s $, cut them loose. I can be reached at 201-212-XXXX by someone who has the authority to either take that $350 store credit and process a partial refund or exchange the recliner set as promised.
Very disappointed on our bedroom set for our son being pushed to Sept for delivery. How does it take more then 4 months?
For Corporate Office/CEO – Order #15320259. I had the new furniture for a month, purchased it March 21, 2021, and the loveseat power stopped working. Service guy showed up May 4, and said the switch had to be replaced and would be here in July (I was at work, my son who is of age, was here), not realizing that they needed a call from me to authorize this delivery for the part, I finally decided to call to see what day in July. Well the order for the part was never made and now the earliest I would get said part is in September – WHAT! Why didn’t the service guy or your customer service people call me to see what I wanted to do back in May???? I find this unacceptable and very poor customer service. I talked to a very nice man at customer service tonight and told him now I just want an exchange, this would now be August 15th WHAT!!!!!! This too is unacceptable….I demand better service from the Corporate Office/CEO and earlier delivery for the exchange of this loveseat that I still pay for every month even though it doesn’t work!!!!! Not happy, and have bought other items at Bobs without a hitch!!!! Please someone help me out here, very disappointed and yes, a tad unhappy! This is the exchange order #16160629 – Please don’t tell me its on backorder as that will be unacceptable as well! Please make this happen before August.
Thank you
Sharon W.
Bought an adjustable bed frame and the controller broke for the second time. First time around no problem. Got it replaced in 30 days. Next one I ordered April 12, 2021 ( prepaid) and was told I should have it in two weeks. I paid close to $100 for something that cost less than $20 to manufacture. After two weeks I called again. This time I was told it would be another two weeks. Two weeks go by and I am told it will definitely be in first week of June. Call again and get a manager Matt on the phone. He tells he has no idea why the other sales associates told me those dates because it’s on back order which is 90 days but even that probably isn’t going to happen in that time frame. He blamed Covid. I called customer care and was told they don’t think it will ever come in!!!!
I give up- now the fun begins. Getting back my deposit.
I just bought a new 6500 sq ft home that needs to be furnished. Guess what store I won’t be shopping at. EVER!
Next up – social media needs to know. My son has a following of 850000+
I waited 2 months for my dresser to arrive. Bobs sent me a dresser with a messed up leg. It’s now almost 2 months later and still waiting for 4 new legs. Rip off do not buy furniture from them. They know how to take your money. But send you bullsh*t
Bob’s is the worst furniture store out here I ordered 3 bedroom sets and a couch when I got there the beginning of Feb I told them I’ll be moving to my place in March and if they couldn’t deliver all my furniture by then let me know and I’ll turn around and go somewhere else they made sure that they could but I never heard of a furniture store to deliver pieces at a time on different days part of your order isn’t available until months later and I had to buy 3 queen box springs because the ones that came with my order wasn’t available until May are u serious and to make it so bad they don’t want to give me my money back for some damn metal box springs they tried to provide I said me and my children are not gonna sleep on no metal and they sent them anyways and want me to exchange them for something else instead of giving me my money back it’s been problem after problem in a month and a half time period Bob’s suck they are not professional at all and if they don’t fix this problem immediately I will report them to the BBB bureau and see what a lawyer have to say about them taking people money I will never recommend them to anyone
I recently purchased furniture from Bob’s one of the pieces the sliding door does not slide, i called Bob’s and they scheduled a technician, the technician came out and determined that the wheels need to be replaced. I called to order the parts and was informed that they would not be available until sometime in May 3 months from now, since Bob’s cannot fix the item in a reasonable amount of time I asked them to replace the item, my request was outright refused. I will be filling a BBB complaint and writing to the CEO. Bob’s get a big F in customer service.
I will be making a complaint as well and I will never recommend Bob’s to anyone this is the worst furniture store out here
What was the outcome? Curious as I am having a similar problem.
I am probably one of the most tolerant customers you will find, so for me to post a negative comment says a lot. I bought the goof proof protection for my queen bed and other furniture about 3 years ago. My kids were messing around and cracked the one side rail on my queen bed. I submitted a claim, which was subsequently denied, that’s fine, you don’t want to pay $50 for the replacement, I’m not going to argue what is and what isn’t covered. I order, after waiting on hold for an hour, and pay for on the spot, the replacement parts. Then I am told they are backordered till November in September. It is now mid November and I have heard nothing, other than receiving a receipt for payment. I call to check status….I can either wait on hold for over an hour or use the automated system…. I tried the automated system, it says it doesn’t recognize my phone number, which is clearly printed on the invoice I received…. I call the number again to customer service, and I wait one hour and 40 minutes, when at the beginning it said I would be on hold for 38 minutes. when I finally do get someone on the line, they tell me now the part will not be available until the end of December. And that I should just wait for a phone call regarding delivery. I hope you guys make some improvements to your customer service, or you are going to lose a lot more customers. Like I said at the beginning, I’m pretty tolerant. But this is ridiculous. Last Bob’s purchase for me for sure.
I bought a left chair in 1/7/20 and after it was deliever I had to call them back to soneone goof Proof come out an look at it. the person that looked at it said it was broken and would have another deleved with in a month. its now going of 4 mouths ago and when i called todaay 02/15/20 they sayed it would be in July before I can my new chair. I well never by anything from them again
I am writing this review to seek resolution for an ongoing situation. I have spoken to customer service NUMEROUS times for countless hours and have gotten absolutely nowhere. Last time I spoke to someone, after being told numerous times there was nothing they could do, I was advised to write a letter to the corporate office. So here I am, spending MORE of my time, trying to find a resolution to what has become nothing short of a nightmare.
Back at the beginning of OCTOBER (it is now JANUARY) I purchased and paid in FULL nearly $5000.00 worth of furniture. I will say my experience at the store in Joliet, Illinois was very pleasant. The sales associates were very helpful and friendly. The store was the ONLY positive interaction I’ve had with Bob’s furniture. When the order was placed, I was informed that the table would be delayed. It was scheduled 3 weeks after my requested delivery date. I thought that was a bit long, but I ordered the table anyway as it matched the rest of the furniture I purchased. As stated above, the entire purchase was paid in full that day. After we left the store, it was nothing but problems after that.
When the furniture was delivered, we had to schedule a service appointment for someone to come up to fix the couch that was not properly put together or the bed. So now we are at 2 days I had to take off work. The table was scheduled to be delivered on 11/16 (3 weeks after everything else was delivered) Day 3 off work, wait around for a good portion of the day for the delivery. Delivery man arrives, opens the box and the table is damaged. So I call customer service to make another appointment for delivery for another table. Delivery was rescheduled for 11/19. I requested the delivery be as early as possible so I could take a half day off work instead of a full day, because I am now at 4 days off because of this furniture. The representative said that shouldn’t be an issue due to the inconvenience. I received a call the day before delivery and that had not followed my request and the delivery was not at a time I was able to be there. I had to cancel the delivery. When I called customer service, whoever I spoke to had absolutely NO CLUE what she was doing. She somehow managed to show that my account had an outstanding balance for the table. She was unable to reschedule the delivery because it was showing a balance. I eventually spoke to a supervisor, who also was dumbfounded as to what the previous representative had done to my account to now show that I owed a balance. He stated there was nothing he could do and had to escalate the situation to the corporate team. He stated that it could take up to 3 days and that the account was locked until they were able to fix it. So, I waited, still without the table I had paid for back in October. I finally received a callback a few days later now stating that the table could not be delivered until 12/19. At this point I was beyond furious as I had planned to host Thanksgiving dinner at my home but now was unable to because I had no table. I AGAIN scheduled delivery for 12/19 as that was the soonest appointment available. 12/19 – Day 5 of having to request off work. Was told that a representative would call 2 days before delivery to let me know the time frame. 12/18 rolls around and I have not heard from Bob’s furniture. So I call, again taking time out of my day, to find out when the table would be delivered. After waiting on hold for a good amount of time, representative tells me she has NO record of a scheduled delivery. BEYOND FRUSTRATED. She had no notes on the account of any delivery that was supposed to take place on 12/19, so another wasted day off of work. I waited on hold for a ridiculous amount of time to speak to a supervisor. After waiting nearly 45 minutes, I had somewhere I needed to be so I told the representative that I could no longer hold and that I would like a callback later that evening. No one bothered to call me back. So once again, I spent time out of my day the following day to call back. Mind you, EVERY time I call, I am spending at LEAST 45 minutes to an hour speaking to someone. EVERY SINGLE TIME WITH ABOLUTELY NO RESOLUTION. After finally speaking to someone, I am told that the next available delivery wouldn’t be until 1/3. Again, BEYOND FRUSTRATED because since I had to cancel Thanksgiving dinner at my house, I offered to host Christmas dinner. Had to cancel yet AGAIN because I am still without the table that I paid for in FULL back in October. Couple weeks later, January 2nd rolls around and SHOCKINGLY I haven’t heard from Bob’s furniture to let me know what time my delivery is schedule for the following day. So I call customer service, once again taking my out of my day, and we are now on DAY 6 of requesting off work, and after waiting on hold forever, the representative informs me that she has no record for a scheduled delivery for 1/3. YOU HAVE GOT TO BE KIDDING ME. After speaking to her for nearly an hour, she tells me that the next available date for delivery isn’t until 1/28. THIS IS COMPLETELY RIDICULOUS AND UNAPPECTABLE. I became extremely frustrated and had to end the call. I cooled down a bit and called back a little later. I asked right off the bat to speak to a manager. Spoke to the manager, again on the phone for OVER an hour and absolutely NOTHING was done. I said that being without a table until the end of January was completely unacceptable. This table was ordered and paid for in OCTOBER….that is OVER THREE months of not having merchandise that was already paid for. I told her that I wanted a table, any table, delivered until the actual table I ordered and paid for was delivered. She said that was not an option. She told me that they had policies and procedures that needed to be followed……REALLY???? Because you obviously are not doing a very good job of that.
So here I am, without the table I ordered and paid for in OCTOBER with a ‘schedule delivery of 1/28” which at this point I have ZERO confidence that will actually happen. That will be DAY 7 of having to take a day off work. I am a teacher so taking a day off requires quite a bit of work in having to prepare plans for a substitute teacher in addition to time that takes away from my teaching my students, in addition to the EXCESSIVE amount of days I have had to request off to deal with this nonsense which obviously does not look good to my employer. This is in addition to countless hours I have spent on the phone with customer service, the amount of hours waiting for deliveries that never happened, events I have had to cancel due to lack of a table, and the amount of FRUSTRATION and STRESS this has caused. Also, spending the time to write this letter, go to the post office to have it mailed…the list goes on and on.
At this point, I am tempted to say screw it, cancel the table and come pick up the rest of the furniture and refund my nearly $5000.00 I paid. I have NEVER experienced such poor customer service. This whole situation is beyond ridiculous. With the amount of days I have had to take off work and amount of time I’ve spent dealing with incompetent customer service representatives, I good portion of this furniture has been paid for.
At this point, I want a definite, concrete resolution to this nightmare of an ordeal. I am requesting that someone from corporate contact me once this letter is received so we can discuss a solution. To say that I am unsatisfied with experience with Bob’s Furniture is an understatement. Unless there is a fair and reasonable solution to this terrible experience, I fully intend to vocalize my displeasure with Bob’s Furniture and guarantee that you have lost a customer for good.
I’m sorry for what your going thru ..They ruined my son’s Christmas purchase a bedroom set for him still waiting for it…they should reimburse all these people…Never will I buy from them again ..
I feel your pain , I too was a regular and loyal customer, I bought a futon , and when I had a family member sleep on it , it was the worst experience he’s ever had ‘ I was embarrassed , I tried it my self and he was right ! It was built cheap , I called and let them know what was going on with this futon, they told me that it was bought at a discount store so I could not return it I told him that I would return it for another one with better quality and we pay the difference they told me no!!!! So now they’re out of another customer and loyal one at that, They seem not to care about the customers appreciation and and loyalty to their stores. I’m not asking for anything for free but asking just to do the right thing. If I ran a business like this I’d be out of business so quick, whatever happened to the customer is always right I truly hope that this gets to the top brass .
I feel your pain. This is the worst run business ever. My son and I purchased a couch and love seat from them in May…it’s now July and nothing has gone right! I won’t bore you with the details but know they are similar to yours. I’ve been lied to and lost hours on the phone trying to rectify one fail after another. All I can say is I will do everything in my power to inform as many people as I can that this company is poorly run and to be avoided at all cost!
standard order 12850306
Dear Bobs Discount Furniture 12/16/2019
Our name is Liberache and Julia Santiago,
we are one of your biggest loyal customers, before I married Liberache my name was Julia roman. from day one of bobs opening, we showed our love for your company. our entire home was and still to this day is furnished in your merchandise. We want to thank you for outstanding furniture, we even sent family members, friends and co-workers to bobs. This time around, We purchased a king size bedroom set from Glendale, Queens, NY store. We ran into a bit of trouble, we ordered furniture for our new home in PA, first delivery, the king size headboard was cracked, so they took it back, this happens…. 2nd time they came to deliver, the guys seem weak and didn’t even try to get it up the stairs to the bedroom… okay still not a problem, we went into our nearest bobs in PA, picked out a plain king size headboard, look light, should be fine (honestly, we aren’t picky people, its just a headboard), 3rd delivery attempt, wrong size headboard, they brought a queen, now I begin to worry, another day to take off work 🙁 and basically tired of sleeping on the floor for over a month. we are expecting the 4th delivery of the king size headboard this Saturday. I am excited to get it this time around, and we get to sleep on the bed finally. this was our experience this time around buying. I was hoping better classes for the sales people, because each call was frustrating, with over 45 mins minimum hold times and two hang ups :(. and maybe classes on delivery people or hiring people who can carry a maximum amount of weight that they are delivering. even with all this, I will still come back to you guys. I love your furniture.
Respectfully, your loyal customers, Mr. & Mrs Santiago 🙂
have a Merry Christmas and a healthy New Year, I raise my glass to another year with bobs
My name is Bayyina Joseph and I’d like to start off by saying I am not a person that rights reviews or send letters to corporate but this is one instance that I am truly motivated to share with whom ever this concerns. First and foremost Bob’s did not deliver, literally…. After making my purchase of a bunk bed and 2 mattresses through a sales associate at the Brooklyn location by the name of KR, and he was helpful with the overall sale and convinced me to apply for Bob’s financing and so I did and was confirmed for a delivery that inevitably never happened!!! First the delivery was scheduled and confirmed but when the day came for it to arrive, I tracked the delivery and the drivers never showed up and just bypassed my address and moved on to the next customer with no notifications. I then contacted customer service to no avail, and even escalated the call to a “so-called” call center supervisor who pretty much ignored my requests and repeatedly apologized in a condescending manner for not being able to provide any sought of solutions to the delivery issues…. Upset and discouraged, I physically went back to the Bob’s location the next day and requested a Supervisor to cancel my entire order due to poor service. I met with a store manager by the name of Imani H. and I can honestly say that due to her empathy of my situation, her offering to remove the delivery fee and taxes. along with her confirmation in-store that I would receive my order the next day, I trusted that my delivery would come and would go smoothly the 2nd time around. THAT WAS NOT THE CASE!!! The very next day waiting on my delivery again, I received a call from their call center saying the delivery would arrive within the hour and that was true, however the drivers arrived and called me to ask if I speak Spanish because they needed to inform me that the main part/piece to my bed wasn’t on the truck and they wouldn’t be able to assemble it without that particular part which was the foundation of the entire bed… As you can imagine I am livid at this point and the drivers just blamed the depot. Now I have 2 drivers in my home waiting to hear from the depot or customer service to know what to do next. And so again I called the store, in which they never picked up my call. I then called the customer service call center and they said the the foundation of the bed wasn’t even in stock but then I requested yet another Supervisor that suspiciously sound like the same call center Supervisor (connie or Constance) I spoke to previously that continued to give me the same scripted nonchalant responses as before. This Supervisor is telling me that the part needed is in fact in stock but they cant get it to me until the following week which obviously was unacceptable. I even contacted the outsourced delivery company that Bob’s uses for their deliveries and of course it was a rude lady there handling calls and telling me it’s out of their hands and I’d have to wait for another reschedule of my delivery. At this point I can honestly say that Bob’s HAS ONE OF THE WORST CUSTOMER SERVICE AND OPERATIONS DEPARTMENT I ever had to deal with and is a poor representation of this business. I really wanted this bed for my son as he picked it out himself and we were saddened to realize it’s just not going to happen. On another note, the store manager Imani did call me that night before she left work to see how things went and she again said she understood my frustrations and that she would personally cancel out my order so I wouldn’t need to come back into the store. The next morning I get a call from the store saying I wont get a full refund until I bring back the 2 mattress protectors I purchased. So once again I am going to have to inconvenience myself to go back to the store that was unable to make this customer happy!!! I am now stuck with an open Bob’s credit card that I cant even utilize because of the unsatisfactory service and the bad reputation that this company has left me with. It is truly disappointing how this company operates and how the actions of certain employees can reflect exactly how they feel about their customers. This shopping experience with Bob’ Discount furniture was a waste of my time, money, and energy and I have nothing to show for that except for the stress incurred. Additionally, it is apparent that Bob’s has a repeated reputation of having customers finance or purchase furniture that is knowingly not in stock and then the customer is left with a partial or incomplete delivery which is truly disgraceful and misleading for a company to operate in that manner.
Don’t buy anything from Bob’s. They lack a return policy. Unlike Amazon, Walmart, and Target, they DON’T offer refunds or exchanges on any of their products. Once you buy their product, you are STUCK with it.
Let that be a warning to you. Don’t fall for their Goof Proof guarantee. That’s just a distraction. It means nothing.
I purchased my 8 year old son a bed from Bob’s discount store and also purchased the insurance on the bed. Within 1 year my son hopped into bed and the wood frame cracked in the middle with him still in the bed. The bed folded I half with him screaming. I attempted to use the insurance I purchased at bob’s on the bed and they denied my claim stating the this is not accidental but normal wear and tear. How is is wear and tear if the bed is only 1 year old? The quality of the furniture sold sucks. I want something done about this or I will get a lawyer. I will never buy from another Bob’s Discount furniture store again. Nor will I ever recommend them again! I can not believe this is how business is conducted! Disgusting!
I will never buy from here again. I purchased my “Supernova” living room set on 1/14/2017 and it was delivered on 1/28/2017. I also purchased the “Goof Proof Plus” Plan, so I’m well within the 5 year period for this coverage.
One section on my sofa began to wear — just the one section along a seam. The Goof Proof plan states “Plus covers you for 5 years against factory defects that can sometimes occur in materials or workmanship. Combined with accident coverage, you’ll have total peace of mind.” I think that a statement like that would at least warrant someone coming to my home to look at what is going on with just that one piece of furniture. Well I got in touch with Bob’s and I was asked to forward pictures of the wear on the one section of the sofa — mind you the rest of the sofa and love seat are fine. This is the end piece of my sofa and there is absolutely no damage occurring on any other piece of the entire living room set. I sent pictures as requested and within an hour I was told that I wasn’t covered for this wear. Coincidentally, in researching my set on the website I noticed that its no longer are advertising. Is this the reason why they were so quick to deny my claim? I really never got any kind of answer as to why no one would even come look at the what is going on with this piece of furniture. It’s a shame that I’ve been a very good customer to them. I’ve purchased 2 living room sets, a kitchen set, a mattress and box spring and an electric fire place from you. I guess this is how they treat loyal customers.
.
I purchased a leather love seat (recliner) also purchased the extended warranty I called because the part that makes the chair recline wasn’t working right. A repair man came to the house and said the part was broken and it looked like it came that way. After the gentleman was done he said someone would get in touch me. They said you would fix it, but the part would take 3 months to get. So I waited and I did not receive a call from you, so I called you Upon calling the person on the phone said the part was discontinued and they would not be fixing it after all It would have been If they called and didn’t make me wait 3 months to find this out The part was actually not right since we bought the love seat ( the back was tilted a little ) but I had 6 surgery’s in the last 2 1/2 years so I wasn’t paying to much attention to it, but when I noticed it was worse that’s when I called I do not think that you should say your going to repair something and then just change your mind I will buying furniture from you again because I was never disappointed before and I do like my furniture you’ve sold me before this I’ve bought 2 couches, chairs and sent my sons to get their furniture and there was never a problem. Not including this time I would like to thank you for making it possible for people like us (middle class families) to enjoy quality furniture. Thank You for letting me vent
The experience with Bobs Discount Furniture has been absolutely horrendous.
To preface, In the store when purchasing the furniture, the salesman was great. Very helpful and knowledgeable. The issues started once the order was placed.
When getting the order together, all but 1 item was available and ready for delivery. That was estimated to be in and delivered within 30 days. The rest of the order, we scheduled for 10 days later. This was just fine. We also were sold on Bob’s BOBtastic White Glove Service, an additional $329.99 (premium delivery, setup) and the GOOF Proof warranty, an additional $349.99
Once the order was placed and paid for, we were then notified that the backordered item (small bedside table for my daughter) was approximately an additional 2 weeks backordered. Not a huge deal, but a little disappointing.
Over the next week, we were then contacted about delivery to confirm that it would be delivered on said date. Stated that they would give us a call with a time frame of delivery. The day before the delivery, my wife and I receive texts and calls that our items would be delivered the next day between 10:30 am -1 pm.
We make work and children arrangements, as this is a house that we are moving into as soon as we have furniture, and go to the house. During the window, you’re able to track the order. When tracking, it states that the order hasn’t completed any stops and we are the 8th stop. This is a bit alarming.
We then call customer service without much help. We call back again and they state the truck “broke down” but assured our delivery was priority. Hours go by and no calls, texts or emails. After a number of calls, with not much help, the truck finally arrives… 6 hours outside the window. Giving them the benefit of the doubt for the breakdown, we are happy to see them.
As they start to unload and bring the items in, some of the items don’t appear to be the correct items. We stop them and they said, “you’re right”. Frustrating.
They continue the bringing items in and although there is a slight hiccup, the rest of the items appear to be good. Well so I thought.
For the master bedroom, the bedside table is damaged and there is no foot board or hard board.
My oldest daughters bedset, no hardware to assemble.
My youngest daughter, no dresser.
As the movers were coming in, they damaged trim, widow sill and a wall. My house is brand new construction.
They call customer service with no real response. The customer service rep did state that someone would call within 24 hours.
24 hours lapses, and still no call. AGAIN, we reach out. After spending hours on the phone with numerous customer service reps stating “this whole order is messed up”, “I’m not sure what’s going on”, they state there is nothing they can do at this time because the order has to be “closed out” first. This process should take 24 hours and someone would call back.
Again, 24 hours lapses… then 48 hours… still no call. AGAIN, call back.
1st call… scheduling the delivery for the damaged table. Assured me it would be delivered in on the following Tuesday morning. Still had to wait on the remaining.
2nd call… scheduled the remaining furniture items, was told the hardware had to be shipped (with no defined date just that fit SHOULD be there in 7-10 days), then I would have to call and have a service rep out to install, and find out that my request for am delivery was never submitted.
2nd attempt at delivery. Again, making work and children arrangements. Bobs texts and calls stating that our delivery would be there between 1-4 the next day. Delivery drivers show up at 1:30. GREAT! Not so much. They ONLY have the damaged table to swap.
AGAIN, back on the phone with customer service… 3 reps later, and 45 mins on the phone, they tell me that “we don’t know how, but the other items were never put on the delivery”, “this order is all messed up”
At this point, I am completely done. I have no confidence with Bobs and they have continued to fail to meet the service level agreement. I demand a refund. The rep does her job and politely tells me no… They cant do that. I ask to speak with a supervisor. She initially refuses. I then again ask to speak with a supervisor.
Supervisor, 30 minutes later, then gets on the phone. I tell her the same as above, and tell her I want a refund. She again says no… She cannot do that. She then indicates that someone will call me within 24 hours.
At the end of the day, I have been very understanding and made all attempts to get this resolved. However, after researching the company, I see that I am not the only one who has had this issue. My family has incomplete furniture and no place to sleep. This has costed my family time, money and duress.
NOTE – Within the same timeframe, I have purchased furniture from 3 other MAJOR stores with ZERO issues.
I will continue to fight for a refund and will never recommend a company like Bobs.
It’s truly unfortunate.
We purchased furniture that arrived damaged. We tried 4 times total for Bob’s to get it right. The furniture was picked up May 21 and we were told by the Castleton Store reimbursement would be made 7-10 days after furniture was returned back. I was told that for some reason a check was not issued and that one would be issued on Friday June 7. I have sent emails to find out the. Neck has been issued No One has responded back. NEXT, Our front door was damaged when the first delivery was made. We put in a claim for repair. We were told someone would contact us within 3-5 days No one has contacted nor has the door been repaired. It’s now been WEEKS! THIS WHOLE SITUATION IS POOR CUSTOMER SERVICE. Please advise when our refund will be made (you took our money within a day). We don’t deserve to not have our refund in a very timely manner. When are you going to fix the damage to our door. We didn’t push the furniture through the door Your delivery service did.
I purchased a Low Rider Wireless Adjustable Bed in 09/2018 under order #10696016, and a few months after the purchase i notice the head and foot would drop by itself. I called customer service line and was told they had to have a technician come out and inspect the rider. After the inspection it was determined that the motor was defective and a new motor had to be ordered and installed. I did not want to go through this process, especially when I only had a few month with the merchandise and it was already not working properly. I spoke to a manager and was told that this would fix the issue so i agreed to have it replaced. She placed the order but since 2 month had past and i had only received one of the motors a whole new rider was ordered for all the inconvenience. I informed the Manager that if this was to occur again I would request an reselection of something else and she agreed. Not even 2 MONTHS after a new rider I began to experience the same issues but now the rider makes a loud noise. I called customer service and spoke to the same manager and she told me that now i have to have the same items changed. At this point i do not want this item and i want a credit for reselection. In the 8 months that i have had this item i have only experienced DEFECTED merchandise. On my receit it states “ALL FURNITURE THAT IS PURCHASED AT OUR REGULAR PRICE IS GUARENTEED TO BE FREE FROM FACTORY DEFECTS FOR 1 YEAR TO THE ORIGINAL PURCHASER WITHIN OUR NORMAL DELIVERY AREA” This has not been true from the moment i purchase this from you. I don’t want to waste anyones time and do not want my time waisted. I want this merchandise out of my house and would like a reselection for something worth my money. I would appreciate if someone can get back to me and stop having me go through this process. It is clear that these riders are all defected and it is not correct to have someone purchase a defective merchandise and not able to return for a reselection. I can be reached at (646) 422-XXXX.
So my mother purchases a recliner from bobs and the recliner starts leaning to one side. She calls the store she bought it from and lets them know. They tell her a technician will come out. Technician comes out and first tells her that he doesn’t see anything wrong. She tells him look how crooked the chair is. he sits in the chair and tells her to sit on the other side of the chair. ARE YOU SERIOUS? He starts moving the chair and my mother tells him to watch the wires behind the chair (cable, phone, internet wires). He tells her that he didn’t mess with them but in fact he pulled out phone wire and I’m trying to call her and no answer. My mother is elderly so I go flying to her house to make sure she’s ok and thank god she is but didn’t realize till i got there that the phone line got pulled out from your technician. So technician tells her that he needs to think about the problem and he’ll call her. Days go by and my sister calls bob’s store and was told there’s nothing that could be done and there’s no returns on furniture. If the problem is still an issue in 30-90 days to call them back and they’ll send someone out. My sister told them that the problem never got fixed. So now my mother is stuck with a broken recliner that bob’s technicians can’t fix or make good on. Very Dissapointed
I ordered the gladiator couch and recliner. The delivery driver didn’t follow directions and went to the wrong spot and didnt bother calling, he just gave up and drove away. I got rid of my old living room set, so I have nothing but an empty living room.
The manager at the store and the people at “customer care” were not helpful at all. The driver never came back and the only option given to me was to wait another week for their screw up, so I cancelled the order.
My favorite part is: I paid over 2,300 cash and the store told me that I have to wait for up to 15 days for corporate(who is unreachable) to mail me a check!
I never really used social media before, but now I’m going to get me a Twitter, Facebook, Instagram, reddit, etc.. and spread the word. Bob’s is a waste of time and money.
They just lost a customer for life.
How can you continue to sell such poor quality furniture? Do you not have a conscience? We all work hard for our money and save up to make our purchases only to have them fall apart. We’re luck if we get one year out of our items. By thenthe warranty is over (which is never honored) and the Goof Proof plan is a joke and they refuse every claim. Who do you know that your rating with the BBB stays at A+ when you should be an F? You ripped off every customer that enters your store and as long as you’re make no money it’s screw the customers. Wouldn’t it be better to be known as a high quality, good customer service company than one that is ripped apart daily on FACEBOOK, Twitter and the internet? Can’t wait fir the day to see you start closing stores because the word is out about your tremendous late of customer service and your extremely poor quality products.
We had purchased 4 pieces of furnature from your Stamford store and the sales man sold us a bad warranty coverage on are furnature. Your goof proof warranty is a total joke. I received an email from guardian we are not covered. that are finish on the cocktail table and warn away cover on the arm rest as well. The sales rep. Stated 100% furnature coverage. I will never ever buy Bob’s furnature again let alone the warranty’s. A very unhappy customer and I will make sure if people ask me about bobs THUMBs down. Thanks Bob’s furnature.
Best regards,
Unhappy customer
Ordered a rug 2 months ago and still have not received it. Call the store and ” customer care” and no one has a clue. I’m told they see the order but no clue where it’s at. They have had no problem taking my payments but could care less where it’s at.
Bobs salesmen mis represent 5 year goof proof plan. Tell you covers EVERYTHING! After the cheaply made furniture Rips at the seam after 13 months, Bobs says too bad 1 month over plan coverage. 5 year warranty plan you pay $150 for that covers EVERYTHING doesn’t cover tears at the seam. .
We bought a sectional in late 2016 and were also sold on the extended 5year “covers everything” goof proof warranty. In 2017 they came out to fix a discoloration on the arm of a recliner. No problem. Fast forward to early 2018 an armless section started sinking. We call to have a tech come out and he looks at it and said it’s not a manufacture defect. He propped it up and left. May of 2018 another tech came out because the same section collapsed. My wife was home and said he took the bottom fabric off and looked inside and determined that again it was not a defect and then he proceed to make a repair. His idea of a repair was to flatten some metal brackets and attach them to the frame of the section with many drywall screws. These screws splintered the frame and the supports. It gave way between thanksgiving and Christmas. The black fabric underneath was totally off. I called bobs and after the third angry call they sent out another tech. This gentleman looked at the section and went WOOOOW. His report to the company said it was still not a defect. Bobs has refused to call and explain to me how this is my fault. All they do is email. I finally got a call from Tiffany Long who I’m assuming called me because I copied their CEO on the email. Instead of trying to understand my frustration she pointed the finger at us and said that someone else must have tried to fix the section. Why would I have paid someone else to do a repair when I already paid for this service from bobs. Tiffany Long took no responsibility for the actions of Bobs technician or for the fact that the salesman sold the warranty as one that covers everything for 5 years. She insinuated that I was lying about the fact that the “repair” was done by a bobs tech, what a great way to make sure I or my family and neighbors won’t be spending money at bobs again
The worst experience ever. I will never set foot in this store again.They delivered me a broken/ripped love seat,took them 3 months to fix it,tried to contact someone from the store/cooperative office no one would help.I don’t understand how a company like this still in
businesses.If Bob is reading this instead of doing commercials maybe something would get done.
gb3nz66@ gmail.com
Honestly, I wish I would have read these comments as well prior to my purchase! It is truly a poor excuse of a furniture store!
I am very disappointed at how Bob’s Discount Furniture Store deals with issues with customers. After reading the complaints from above its appears this company does not have any regards for customers.
I have made a one time purchase in excess of US$5,000.00 and was promised to have my taxes refunded in one to two weeks after the goods is exported. However, after four months of push around I was finally informed that the tax refund has been denied by accounting. I would have supplied my shipping documentation to personnel at Bob’s one week after my purchase. I would have done several follow ups with various staff within a threes weeks period of my purchase for my tax refund however, I was informed that the delay is due to a backlog of work by accounting. One month after the purchase I was informed that I am required to resubmit my information since my paper work was lost. I resubmitted my shipping documentation via email and followed up for three months with various personnel then I was informed by a personnel that it appears that my tax refund was denied because of the time it took to process the refund. Is this my problem that my paperwork was misplaced by your company? is it my problem that your personnel took over four months to process a single tax refund for merchandise acquired from your store and shipped overseas. I have spent in excess of over eight hours with various personnel from your company trying to resolve this matter. I have spent in excess of US$80.00 in transportation to get the necessary export documentation to your company to facilitate the tax refund.
Since I would have qualified for this tax refund and I was told by the personnel at the store that these refunds are usually processed in a week or two should I be worried that personnel within Bob’s may have coveted my tax refund?
Should I be worried that this business has deliberately denied me my taxes in order to steal from their customers?
Is this a matter for the IRS attention?
If this is how this business is going to treat a walk in customer who would have done a one time purchase in excess of US$5,000.00 I am very encouraged to continue shopping at Bob’s.
Very dissatisfied customer
mtlavin5@ gmail.com
Bought a very expensive bedroom set at Bobs Palm Desert Ca.
The furniture stinks ! Fresh from Vietnam loaded with CANCER causing chemicals .
My brand new home now smells AWFUL. We can’t even sleep the the house .
I want a full refund and want this stuff out of my house immediately!
Bobs answer to us. Take it outside & air it out .
What about my house smelling ? What about our lungs ?
Prop. 65 warning is a joke to Bob’s.
Purchased two recliner sofa’s and a living room chair. Notice a rip on sofa-TECH came into residence and stated that left arm of sofa was broken – spoke to three different “Customer Care ” employees and was told nothing that they could do. They had stated that “someone” probably sat on the arm of sofa . What a joke!!! Furniture was just purchased 11/17- So now I’m going to call Consumer Affairs in NY State and explain to them about the exceptional customer care I was shown.
Wanting me to pay for broken furniture… Who do they think they are????
??that what I think of bob’s furniture
i waited all day sat for man to come look past my bob o pedi bed it works smetime sometime it doesn’t just want to get a new one don’t trust this one i smell the motor
On 8/25/18 I went to Bob’s Discount Furniture to purchase furniture since I was moving the following weekend 9/1/2018 to Bridgeport CT. I picked out a nice bedroom set with a store associate named Jean Carlos Perez. I specifically asked Jean would the mattress require a box spring or mattress base. Jean pick up the mattress, looked underneath and said no. Satisfied, I went ahead and made the purchase totaling roughly $2700. My delivery window was supposed to have been between 12:45 and 4:00pm but I received a text at 8:49am stating they would be at my new address in an hour and a half. My fiancé and I rushed back to CT from NY to meet the delivery team, who arrived within 10 minutes of us getting there. As they delivery team began assembling the bed, he asked my fiancé why didn’t I get a box spring. When I came into the room he explained to me we can’t sleep on the bed without one. I told him what the sales rep Jean said and he told me this was in no way accurate and sales reps are not properly trained. I was given a number and spent almost 3 hours on the phone trying to get a solution. I couldn’t get a box spring delivered later on in the day, or the following day. The earliest delivery day was Wednesday, I explained to them I manage a school bus company and the upcoming week is the first week of school and as the manager I have to be there. They also demaded I pay the full price of the box spring while admitting the sales rep gave incorrect information. My fiancé wont be home until after 4 pm, they couldn’t guarantee me they could deliver it after that time. I also explained I suffer from sciatica, which is a debilitating back condition and I was told to BUY AN AIR MATTRESS. Even when they finally agreed to refund my money the earliest I could have the furniture removed from my home would be 2 weeks which is preposterous. All they offered to do was refund part of the delivery fee. Absolute nonsense. I feel that more should be done to help customer spending thousands of dollars in your store, especially ones that suffer from medical conditions. We were forced to sleep on the couch. The following day we went to IKEA and purchased a base, we also had to pay someone to come to our home and build it for us. THANKS BOBS.
Desired Resolution / Outcome
Wish I had researched this incredibly bad company before my purchase. I purchased a recliner just about a month ago. It is a piece of junk.when I called the company to complain a day after delivery got absolutely nowhere and I considered the person to whom I spoke to be quite insolent. I am now stuck with the most uncomfortable chair one could ever imagine. Maybe Goodwill might take it
I am disgusted wiih this company and I cannot understand how they are not on a “black list” with the Better Business Bureau
By the way, I have never in my life sat and wrote a whole statement about a company like this online!!! EVER!!! For me to have taken the time to do this should tell you how upset, disappointed, frustrated, & disgusted on how they have been treating me during this entire process!!!
NEVER BUY FURNITURE FROM THIS COMPANY!!! You have been officially warned! It has been a total nightmare dealing with Bobs Discount Furniture since DAY 1! I brought my sectional furniture April of 2017 with the extended 5 yr warranty. When they initially delivered “my furniture” it was the WRONG FURNITURE! I had to send it back and drive to the store location where I purchased it from ( Columbia, MD location) and correct their mistake of sending out the wrong set. After dealing with the regional manager to get my furniture rush delivered to me because they were trying to make me wait until the following week (I had no furniture to sit on in my living room) I finally received my correct furniture. Fast forward to 10 months of having my furniture, someone was sitting on one of the recliners & it literally snapped & collapsed in the back. I called Bob’s March 24th. They sent a technician out to tell me a part needed to be ordered to fix my furniture. The part was backed ordered so I was told the part wouldn’t arrive until May 27th. The part did not arrive until June 22nd. I called and scheduled for a technician to come out June 30th who never showed up. Called to complain and was and told no one was home to answer the door which was a complete lie because my girlfriend was home to wait on their arrival. They rescheduled for another technician to come out July 5th. He shows up to tell me the part that was ordered can not fix the problem with my furniture. Called Bob’s once again to be told I had to contact Guardian to help resolve my issue. Was informed by Guardian, after they attempted to help me resolve this situation, that they could not do anything & that Bob’s was responsible for replacing my furniture since they tried to fix it before. Called Bob’s to check the status of my claim all to be told a claim wasn’t filed & they would have to “re-file” the claim! I was told that I should get a call back within 48 hr. That was on July 16th. It is now July 28th. I called Bob’s once again because the never followed up with me all to be told another claim would have to be filed & I would have to wait 3 business days to be contacted by email. I was also told that it was not a mechanical issue so I may not even be able to get my furniture fixed! I am so frustrated & upset. I am stuck with broken furniture and a big box with a useless piece in it sitting in my living room. What was the point in purchasing a 5 yr warranty if all you were going to do was blame the customer for broken furniture that can’t be fixed or replaced?? I literally just sit on it! No one in my household jumps around on furniture! I feel like I wasted $4000 of my hard earned money on this fluke ass furniture and the customer service is the WORST to deal with! PLEASE DON’T WASTE YOUR MONEY!!!!
I purchased at McKenna love seat and sofa. They are peeling off. I also purchased that warranty protection. They refused to credit me for another one. I can’t even exchange because that McKenna leather is no longer being sold at Bob’s furniture. I sent a complaint to the BBB business. We need to take these complaints to the media. Once they see that they are losing a lot of money they will take better care of their customers.
I bought a sectional from the Nashua, NH location. What a nightmare, from botched and missed delivery which included damage to my sliding door do the WORST quality furniture ever. Someone covered cardboard with thin material and called it a sectional. I have been waiting for months for a callback to determine next steps as I have said from day one I want my money back and to severe my relationship with Bob’s. I work hard and live paycheck to paycheck and feel like I have been preyed upon by Bob’s. This was my 2nd time making a purchase and should have learned my lesson when I bought a child size recliner and the sales person acted like he was doing me such a favor. If I don’t get this resolved before July 31, 2018 I am going to open up a Small Claims action. Enough is enough. I want this garbage that I can’t even sit on out of my house.
I’m having similar problems with a defective sectional and I was wondering if it was just me or enough other people to consider looking into a Class Action against Bob’s.
Class actin Lawsuit for me
I have made 3 purchases in your store in the last 3 weeks. Sofa Love Seat Dining Room set with Etaggere. Today I purchased an ottoman for the sofa at the Cherry Hill NJ store. My husband and I had already picked out the Austin Set for $849.00. This included a headboard, Dresser and Mirror, Chest and 1 nightstand. We already have the bed and didn’t need the headboard and requested we substitute for another nightstand and would pay the additional $20.00 difference. Salesman could not do this So called upon the manager in the store who also is the General Manager Dennis. We were told NO he will not do this. I was taken aback as this was to be our 4th purchase in the month. Any request I asked to offset the additional $179.00 nightstand. Be it a discount, free delivery anything for what as a former retail manager I would see as customers you would want to keep. RIDICULOUS Dennis said there was nothing he would do. I will take my business elsewhere and advise everyone I know to steer clear of a business such as yours. I still cannot believe it. Bad move Bob’s. Customers are essential to your success. You just lost a lot.
We have some issues that need resolved. If you check my notes on file you’ll see that it took 5 attempts at getting my bed delivered without problems. On 3 occasions something came damaged. That’s unacceptable. On the 4rth time, finally an undamaged headboard arrived, but to avail, there was no hardware to build the bed. My wife and I had to sleep on the floor for weeks. And it wasn’t comfortable. I didn’t spend thousands of dollars to have to deal with this. Furthermore, I had to take 4 days off work unpaid. That’s unacceptable. I expecting good customer service after going through this storm, but in the end it wasn’t good customer service at all. In fact, it’s the WORST CUSTOMER EXPERIENCE I’ve ever had. I’ve been more than patient in dealing with a company’s inability to do their job. In the end I’m losing boat loads of money because of your poor business. Store credit? Are you kidding me? Why in the world would ANYONE want to go back after having this experience? I have no intentions of going back. And I would advice anyone to NOT GIVE BOB’S DISCOUNT YOUR BUSINESS. Why should I have to pay a penny for shipping? It should only take 1 trip not 5 to have a bed built. What a joke. I will be filing this complaint on all social media platforms, and also with the better business bureau.
I need resolution on 3 couch cushions that I have been waiting 7 months for!!!!!!!!!!
I recently purchased furniture at Bobs in Wilkes-barre, Pa. My delivery was scheduled for 6/1/18 and never came. I was told they couldn’t get here on that day. So today is my delivery date. Guess what they didn’t even have me listed for a delivery. However on both days I received a text that my furniture was 10 minutes away. What a joke. And their tracker system that allows you to see where they are, showed them near my house all day long. I was told by their incompetent customer service that they weren’t in my area so therefore couldn’t deliver my furniture. I have been lied to for the past 2 days now and am currently sitting on a bean bag chair because I do not have living room furniture. I will never ever buy from them again. I will now file a complaint with the BBB in hopes no one has to go through this aggravation like I did. Another thing there is never a manager on duty to talk to you either. Worst experience ever.
I called the woodbridge New Jersey store to order an item that I had previously purchased . Easy enough I already have the Playscape . The Associate placed the order the only thing that needed to change was the color due to the fact Bob,s no longer carried that color . First delivery wrong couch sent chase and couch were in the wrong direction . After 2 hours on phone and a slew f nasty customer service representatives and supervisors I was assured on the new deliuvery whch was scheduled for the following weekend the couch would be checked and checked again to assure the correct item went on the delivery truck (they did give me the option of picking up my own furniture from Secaucus New Jersey . The delivery address id 100 miles from my home . 2nd delivery the following weekend same wrong couch . 2 weekends wasted travel expense and lost a weekly rental for $1,200.00 due to the fact there was no couch / sleeper . I asked them to deliver it on the same day they could go to Secaucus New Jersey and pick it up and get it correct . The refused . Now due to the fact the only deliveries offered for this upcoming week was from Wednesday through Friday my husband needs to take off of work (Holiday Weekend ) and lose a substantial amount of pay . Bobs Discount Furniture apparently has went downhill over the past year . No one watching the shop or following up on sales associates to deliveries to customer care . Definitely has serious internal issues . If they ever get the delivery straight and trust me I am seriously doubting it at this stage of the game unless Bobs really goes above and beyond and finds a way to compensate me for my losses (huge ones ) I will never use them again and will definitely steer people away from ever using them . This sofa as of last week costs me 4 x the amount that I originally was paying for it .Still dont have my sofa but Bobs has my money .
Since March I have been waiting for living room, bedroom and dining room furniture to be delivered. For some reason couldn’t finance even though I have excellent credit so my mother laid out over $6,000 cash to pay for all this. I know this was not a good idea but I just moved and needed furniture and we believed in Bob’s.
The first time of scheduled delivery, all I got was the bedroom set and the dining room table and chairs. the table was damaged on delivery and was taken back, the bedroom dresser drawer was broken and had to make an appointment for someone to come back and fix it, this took 2 weeks.
Another rescheduled delivery never came as the guys did not ring the bell or knock on my door they only TOOK A PICTURE OF MY DOOR!!! Who does that??
We rescheduled again but the incompetent woman did not enter it so the furniture was never put on the truck for delivery and I wasted another day waiting for nothing.
Rescheduled again and again and again. Both in person at the store and on the phone. The salesperson, Ray rescheduled yet another delivery appointment for me in the store in front of me to hear for Tuesday March 20. On Monday the 19th I called to confirm the 20th delivery, I was told there wasn’t any delivery for the 20th only on the 27th (even though Ray made this appointment himself in front of me). So who decided to change this delivery date without notifying me???
Meanwhile, remember on the 20th, I was supposed to have received part of my order and the other part on the 27th. So I called on the 26th to confirm the delivery for the 27th only to be told again that they decided to delivery everything on the 30th????? What kind of nonsense is this??? WHO TOLD THEM TO CHANGE MY ENTIRE DELIVERY FIRST TO THE 20TH THEN TO THE 27TH AND NOW TO THE 30TH? This is totally unacceptable and horrible treatment of your customers.
After waiting so long I am now told that my dining room table has been discontinued. Seriously people?? So what do I do with the chairs and no table?
Talking to customer service on the phone is totally useless and going to the store talking to incompetent people is also totally useless. No one knows what’s going on and cannot help us out. We are totally disgusted and aggravated with Bob’s and want a FULL REFUND – YOU do not care about your customers at all.
Don’t ever buy furniture from Bob’s their quality is very cheap I suggest raymour &flanigan or Ashley furniture and the delivery service is the worse they don’t get your stuff to you the day it was promised to you and don’t care about it anyway I wouldn’t recommend anyone to Bob’s ever!!!!!!!!
So far I had the worse experience with Bob’s I brought a living room set the set that I was to be delivered in 3 days the delivery guy claims it didn’t fit but all he did was look at the door and said it don’t fit he did nothing no measuring or try bringing it in, so I go back to the store found another one now I’m waiting another week then that comes and it was used and dirty which I paid for a brand new one now they took that back and I’m waiting another week to see what they bring and Bob’s did nothing to accomodate there customer so I’m going on 3 weeks now at this point I don’t even want it I’ll never buy from them again had to cancel all plans
Dear Bobs,
I have to tell you how incredibly disappointed I am with a purchase we made through your Seabrook location. We spent over $2000 in furniture with your business less than a year ago and one of the items was a bonded leather couch. The salesman assured us that the couch would not fray or peel and that the couch was exceptionally made. Well, less than a year later, one of the cushions, which is seamed-into the couch * un-removable, is peeling very badly. This couch has not had an abundance of use either, which makes this an even more frustrating issue for us. Whenever we have guests over, and they notice it, they all ask where we purchased this item. People are surprised to hear the couch came from Bob’s less than a year ago and you have probably lost thousands of dollars of new business as a result. I would like to know what type of warranty, if any, might be in place for this?
I can gladly send you a photo of the couch to show you the peeling. Please advise.
Keith Monti
Hello,
I went to you store in Orange CT. Bought a kitchen set paid in full on Oct 21, 2017. Had some issue you would like to know. First the set I order was back order. I get that. My ship date was Dec 11, 2117. When it came It was the wrong size. right Table top. The service men didn’t care because they where in a rush. They didn’t even call customer care. they had me sign and said someone will get back to me. So, I decided to go where I bought the set. I was in the store for two hours. no manager came over to talk to us. the sales man Sean took care of us going back and forth with customer care. When Sean went to so call manager Stephen C.he shook head and didn’t want to be bother. From there was told the order would come Friday the following week six days. When the order did come Two of the items where right and the chairs where the same. The service men this time called customer care and left me on the phone with them. Two hours again on the phone with service getting pushed around. Did talk to a Jenny in service that took care of issue and talked about compensation but will happen after I have my total order complete. When service put me on hold to talk to a manager at that store the phone rang. I called the store in Orange asked for manager while one the phone waiting and was told no manager was there and would not be in till 1 pm. Mind you it was 11:45am. Was also told by staff that he would be getting back to me. Four hours passed after 1pm and no call. So, I called back talked to Stephen. Asked if he could rush my order seeing this was the second time being wrong and to look into why. Also asked to be compensated for my troubles. I did pay in full and so far there where a lot wrongs. Was told after the has been shipped we will get back to you and take care of you. Had to wait 5 more days till the order came. till now of submitting this letter to you still haven’t heard anything. My phone number is 203-906-9151 you have my e-mail address Brian Lombard
After having all this trouble paying in full and have to wait is BS. Also having been told something be compensated and here nothing don’t try and call to make end meet. is poor. Being in management guest satisfaction repeat customers was our goal. Why do I have to go this far?
Brian Lombard