NESCONSET, NEW YORK -- I see many complaints here about Bob's furniture, delivery and customer service so I felt compelled to give my positive review figuring that people only post reviews when they have a bad experience, but not the good. I bought a couch and a king sized Bobby Bear bed with euro top (which I've also seen several complaints about). The salesman I dealt with was very friendly, patient and helpful. After putting my order through I even changed my mind on which couch I wanted before even leaving the store, and he gladly changed the order for me and I gave him the additional money because that couch was $200 more than my original choice.
The furniture was delivered the date it was promised and I had a car accident on my way to my new apartment to meet the delivery, so they even came back later the same day because I was not there for their first delivery attempt that morning due to the accident (as a side note, I was not hurt but my Mercedes was totaled, not a good start to my day). When the delivery guys arrived they were nice enough and although they seemed to move quickly, which made me nervous they would damage the furniture, they didn't cause any damage to the furniture or my new place, and in no time the furniture was inside.
Unfortunately, the one problem I did have was when they started to unwrap the couch, I noticed it was not the color I had ordered it in. I called the store while they waited and arranged for a new delivery of the correct color couch. The salesman said I could keep the wrong color couch for now and when they deliver the correct color couch, they will pick up the wrong couch at the same time. I thought that was cool because at least I still have a couch in the meantime. Other than that I didn't have any problem with Bob's furniture at all.
It is now almost 5 years later and although I have since moved and did have the furniture in storage for part of that time, I have been using the furniture for a total of around 3 1/2 years and I am still happy with both pieces. My Bobby Bear bed is still so comfy, and I believe the problem people are having with it being lumpy or sagging may have something to do with the frame, because I don't have mine on a frame, I have it on the floor with a dust ruffle on the box spring because I don't like my bed too high up and mine is still firm, no lumps and no sagging at all.
My couch is also still in good shape, no sagging and not falling apart and I have pets and fat friends who sit all over it! As far as the stories about the Goof proof insurance, I bought it too but that is a separate company which is an "insurance" company, and to me it just doesn't make sense that they would actually replace or repair anything for such a small amount of money, even damage done due to one's own fault such a long time after purchase and use.
If something seems too good to be true, that's probably because it is. Most insurance is rarely what it's sold as. I got it too but never really had reason to use it. Both of my choices have since been discontinued, and I feel lucky I got them when I did because I am still very happy with both.
WORCESTER, MASSACHUSETTS -- We were sent damaged furniture twice, and the "supplier" did not have the piece that we looked at in the showroom and delivered a different version, twice. They hang up on you after keeping you on hold for 20-30 minutes. This is after the salesman had called their customer service and handed me the phone WHILE IN THE STORE, then say they have been having phone issues.This happened several times, same thing over and over, "let me look into that" on hold for 10-20 minutes, then they hung up.
Delivery driver told us that he could not take back damaged furniture and found later that this was a flat out lie. We got tired of them and had them pick up everything and give us a refund. Guess what, they say that they get to keep warranty and delivery fees? So basically, this store wants you to pay hundreds of dollars to give you damaged furniture and then take back that damaged furniture.This was after we had this in our house for only a couple of weeks, and only that long because we kept having to have them deliver pieces that were not damaged (but were).
Customer care tells me I am entitled to refund and will get ALL of my money back. They lied. They then tell 2 or 3 times that are starting the process to get me the rest of my refund and will call me. No phone calls or contact at all, so I call back and NOW they are really going to start the process, only I don't get all my money back, on the phone for an hour and finally get told okay, "we will give a full refund, someone will call you..." and rinse and repeat.
Someone needs to explain to me how it is legal for a store to lie to you, give you damaged merchandise at full prices not once but twice, and still get to keep hundreds of dollars of my money. What a rip off. Never buy from these people, ever...scam artist and will rip you off!
KING OF PRUSSIA, PENNSYLVANIA -- We bought a Chaise Lounge and the "goof proof" protection. The salesperson convinced us to use delivery ($40) instead of picking up the item in tax-free Delaware. On delivery day, the online delivery tracker kept changing its 1.5 hour window until it went beyond the 4 hour window we had gotten the night before. When the lounge was delivered, it was damaged. We called customer service and arranged for a redelivery and exchange for the earliest time - 5 days. On the second delivery day, again, the online tracker gave us faulty and changing information. When the lounge was delivered, the new one was damaged again.
We arranged for a third delivery, another 6 days out. The lounge arrived, again outside of the 4 hour window. This time, the lounge was not damaged, but had an odd asymmetry which we decided to live with. We wasted 3 days waiting for deliveries that were never "on time" or "on schedule." Bob's online tracker was a waste of time and the technology it uses just isn't ready, yet. The customer service, while friendly and always apologetic, never knew where the truck was or when we should expect it. We always got a different ETA each time we called.
After the first missed delivery and damaged product, we called customer service to discuss compensation. We were told they only discuss it once and only after the item is successfully delivered. Nevertheless, a couple account managers (1st level up in supervision) did work out partial elements of our compensation. On day one, we were told we would get our delivery money back (the $40). Today, after the third delivery of the non-damaged item and after three wasted days, we argued through layers of supervisors to no avail. At one point, we were told the (2nd level) supervisor was not in and would get back to us within 72 hours.
After some pressing, a 2nd level supervisor came to the phone. All they seem to be able to say is, Bob's does not refund money. We were very lucky to be offered our $40 back and a $50 store credit! We told them that after our experience, we would not be shopping at Bob's and that a "gift card" is really more money for them (what furniture is $50?).
To satisfy us and compensate us for lost time and aggravation, we would need more than just $40 back. We felt that 3 x $40 (one for each wasted day) and a refund on the goof-proof ($50) would suffice. We will never shop at Bob's Discount Furniture again and urge everyone else to be very wary of their delivery, their customer "service" and the quality of their furniture.
BROOKLYN, NEW YORK -- I will never shop here again. We bought bedroom furniture for my daughter who was moving to a house in Queens. Once we received the call regarding delivery schedule I told them that she wouldn't be able to physically enter the house till 12:00 noon on the day of delivery. Instead of making the delivery time later it was changed to earlier! The person I spoke to put the change in as a request and not a building restriction, which I found out later.
Finally was able to get the furniture delivered a day later and they delivered the WRONG SIZE MATTRESS, BROKEN HEADBOARD, and the under bed storage drawers weren't assembled and installed by the delivery people for reasons unknown.
I must have talked to 10 different people in Customer Care. I had to call and wait on hold every time. There's no manager or point person to talk to when things go wrong. You talk to whomever answers the phone in Customer Care and they put in a request! Don't bother calling the store directly. They are basically worthless once the order is placed.
I was promised a whole new bed and the right mattress. They delivered a new headboard only and the correct mattress, but finally everything was delivered and in working order. My daughter works 2 jobs. She had to miss work in order to be home for delivery.
I then had to call them back in order to talk to someone regarding compensation, which I did and was disconnected when speaking to a Customer Care manager. I called back right away and had to explain all over again. There was no record of my conversation. I was finally connected to the Refund Dept. and was able to get some compensation. They originally tried to give me a Bob's gift card. NO thank you. This whole transaction was very unprofessional and ridiculous. I'm amazed at what a poor system they have and the lack of customer service when things go wrong, and it was Bob's mistake in the first place.
WILMINGTON, DELAWARE -- Back in December 2015 I purchased a king size storage bed at the Wilmington, DE location. Not even a month later the bed broke. The frame that the wooden slates were on cracked and the boards were sloping down causing the mattress to sink; unable to sleep on the bed. When they came out they told us that it was put together incorrectly, poorly and it looked rushed.
In March the bed broke AGAIN!! The same piece on the opposite side of the bed this time! They came out and the person told me "The adhesive is not compatible with the wood..." Then why are you using it?!? A week later the bed broke for the THIRD time!! SAME PIECE IN THE SAME SPOT!!! Mind you, I'm still continuing to make payments on a BROKEN bed!!
I called customer service and was very upset and felt like this has been a big inconvenience to me in the last 3 months! I went to the store the next day and the manager came out and was trying to sell me another storage bed, EVEN THE SAME ONE THAT KEPT BREAKING!! I had to basically use the credit from the original bed that I no longer wanted because they didn't want to give me my money back! I ended up having to get a non-storage bed and get a bed that I forced myself to like because the beds were not what I wanted!
I also went over to the showroom floor bed of the one I originally had and to my surprise when I lifted the mattress THAT BED WAS BROKE TOO!!! The manager told me that I could get a metal frame placed into the BED FRAME of the bed I picked out so I would feel comfortable not having the wooden slates going across the bed...
They literally just came out today 3/29/16 while I'm at work and they tell my boyfriend that the metal frame does not fit! I had to now sacrifice the rails and the footboard that I was originally told, BY THE STORE MANAGER, were going to be fine with the metal frame I purchased!! WRONG!!! I FEEL CHEATED AND I FEEL LIED TO!
I WILL NEVER SHOP AT BOB'S EVER AGAIN!! And I would never recommend this company to anyone!!! And to be clear, I still have to make payments... No compensation for the time I had to sacrifice for all the times they came out on my days off! Or for me having to spend almost 2 hours in the store to find a bed that I had to settle for! Very, very unhappy customer!!!
FAIRFAX, VIRGINIA -- I must say that the BOB's Discount Furniture at 13055A Lee Jackson Memorial Highway, Greenbriar Shopping Center Fairfax, VA 22033, has the worst manager (**) and front desk staff (**) I have ever encountered. I purchased several thousand dollars of furniture on a Friday and returned on Sunday to make another purchased only to have my deliver date changed with no explanation but to say the computer system will not let the employees go back and make changes. (What they really meant, was, we gave your furniture to someone else and want to give you an excuse that we think sounds good).
Bottom line, the manager and front desk staff do not care once they get your money and do not care if you walk out upset. PLEASE, DO NOT BUY FURNITURE FROM BOB's. The furniture is too expensive, cheap-looking and the staff will give you the runaround. If the staff and managers do not care about customer service, you know they won't care once they get your money!!!
WEST SPRINGFIELD, MASSACHUSETTS -- I purchased a leather sectional almost exactly two years ago. It never fit together properly, but we dealt with it. Now, the chaise part has a discoloration and two small tears. The middle section has a tear along a seam on the seat. We aren't sure how the rips happened, but they all appeared on the same day.
We called Bob's and they sent a technician to look at it. He said he couldn't fix it and it's not covered by the manufacturer. He said someone from the store would call us with next steps. Two weeks go by, no calls and the rips get worse. Finally I call and after sitting on hold for 45 minutes, I am told I need to speak to Guardian for the Goof Proof warranty we purchased. Another 30 minutes on hold and then, because we can't tell them exactly how it happened, they don't consider it accidental and won't cover it. Now I have a two-year-old, $2500 sofa that is garbage.
I will NEVER shop at Bob's again!!!! And I will tell everyone I know looking for furniture to stay far, far away. We were told that the Goof Proof warranty would cover everything when we bought it. Dog pees on it, it's covered! Your kid draws in it with marker. Covered! The padding goes on the arms. They will fix it! It rips and becomes useless? You bet! Don't believe it. It's a total load of crap and a total waste of money.
PORTLAND, MAINE -- When attempting to order a dresser online from the store website the system indicated that I lived outside the delivery area and there was no alternate option for me to select. The system stopped processing the order at this point. I called the store to speak with a customer service representative named Kim, who told me that they no longer accepted store deliveries. I asked how someone is supposed to receive products from them if they do not deliver to a physical address and will not accept client pickup at the store. This conversation had plenty of attitude that came with it from her.
When she finally listened to what I was saying about a delivery/pickup issue she said they would accept in-store pickup. Finally! She said she was transferring me to someone who could assist me with my order. I was sent to Debbie who when I began to explain what I was trying to do, immediately told me that I could not pick items up at the store... here we go again... I tried to explain the situation to her, and I must say with some frustration on my part at this point, and she hung up one me. Great Customer Service!!!
I called back to speak with the store manager, Steve, who was very polite and helpful. He had Joey contact me who has processed my order without any hassle or attitude, and an in-store pickup. The manager indicated the delivery policy had been an issue on multiple occasions today and they realized that they needed to address the staff on the matter. Their computer ordering system needs attention and their customer service people need some better training on how to work with customers.
PARAMUS, NEW JERSEY -- Never sign up for Bob's Discount Furniture protection plan. When I bought my dining table the salesperson told me, “Anything happen to your furniture it will be covered.” One of my dining table chair leg broke and when I call them they said that “it is not covered” as breaking of chair leg is not an accident. It is completely fraud. This protection is complete waste of money. No matter whatever is the cause of damage of your furniture "Guardian" (Protection plan agency) will tell you that it is not accident so you are not covered. Never sign up for protection plan. It is completely fraud.
WARWICK, RI -- Customer care my rear end. I've been trying to get a replacement handle from Bob's since Aug 2015 (which I've already paid for). After speaking to numerous customer care reps and sending photos of the part I need, I still do not have the correct part. They've sent me 2 incorrect parts though. Bravo, Bob's, bravo. Total incompetence. Look... spend a little more and buy elsewhere.