MONROEVILLE, PENNSYLVANIA -- Re: Bob's Discount Furniture, Monroeville, PA. First delivery from Bob's Discount furniture 1/30/18: Large couch, console, and love seat. We were told this console could be placed anywhere - between the two large couch seats, or the two love seat pieces. Once in my home, the delivery guys seemed confused about how I wanted it set up; then I realized why. The console is NOT mobile - it is permanently attached to the loveseat. Because it didn't look as I wanted it to, I spoke to the salesman (Steve **?) later and he confirmed his error.
They did offer to take the furniture back. In addition to not being what I wanted, the delivery men ripped the end off of one of the power recliner wires, so that would have needed replaced as well. When I got a call back from the manager, Norm, a little while later, he offered $200 off if I chose something else in the store. I wasn't sure, but I wanted new furniture, so I looked at a sectional and decided to get it, though the material wasn't exactly what I wanted, I thought I might like it ok. Delivery was set for a week later. The men were taking the previously ordered couch/love seat and bringing in the new stuff.
While disassembling the old furniture, the men gouged three places in my wall (pic attached). And the new furniture, there was no wedge with it! I called the sales guy again, he says ‘There is no wedge in the furniture set you ordered'. Um, I took a picture of it, thank goodness! So, I sent the picture, and what do you know, he calls to say he neglected to order the wedge with the rest of the furniture. Same sales guy as last time (he says I must think he is an idiot - I am mum).
Being it was another $400 for the wedge, I wanted to just forget the whole thing, but I ordered it and set up yet another delivery date to get the wedge. At least they didn't charge delivery on all these mishaps. Unfortunately, I've started reading reviews on Bob's throughout all this aggravation and also seeing constant complaints about the Goof Proof coverage, which I also purchased. I'm thinking, just 24 hours later, maybe I can just return the whole set and be done with Bob's…but no.
After a long conversation with customer service, they would not budge on doing a return. Supposedly there is to be some type of “compensation” for all our troubles, but they can't tell us what exactly that will amount to - not until everything (wedge included) had been delivered, which it now has, as of this morning. I'm sure I'll have to keep badgering them for follow-up. I also want to just “return” the goof proof coverage, but I'm sure I'll get nowhere on that.
The best I can do now is to try to spread the word. You might get lucky with these people, but it's like Russian roulette, so tread carefully. And now, I have seen a sectional I really, really like at Lazor Furniture in Latrobe, PA. It is a family owned business, extremely nice people run it. They have no delivery fee; the gentleman running the place, Conrad **, told us that we were free to get furniture protection but he wasn't pushing it; didn't think we'd really need it. I had looked there while looking at other places, including Bob's. Not sure why I didn't just run with it. Now I'm stuck.
WILKES BARRE, PENNSYLVANIA -- UPDATE: They will not return my calls or emails. They tried to rectify originally with a gift card to the store, as if I am ever going back, AND in their response to my post here of the form I am supposed to fill out, the link doesn't work. Big surprise.
HORRENDOUS EXPERIENCE. I am beyond displeased with my entire experience with Bobs. To start, the day I was supposed to get a delivery, the delivery team showed up at 7:18 on a Saturday morning. We made it very clear when purchasing that this was a new construction and we do not live there. I did tell them that my husband works right across the street and he could run right over. We got zero notifications the morning of the delivery.
I was not notified that they were coming or that they were there. At 9:30, two hours they left, I got a phone call saying they could not deliver because nobody was there to let them in. Why I was not contacted at 7:18, while they were there, is beyond me. When they called me at 9:30, they said they would see if I would be “approved” to be redelivered to that day. They called back an hour later saying I was approved and the delivery team would be back at 3:00 pm. I got to the house at 2:30 and sat there until 4:30 when I CALLED them back asking where the delivery team was. They told me it looked as though they would be there around 7 pm.
Once again, no notifications of a time much later than I was told. No updates and nobody telling me I could sit in a new construction for 5 hours with nothing to sit on waiting for them to show up. Had I not called at 4:30 would anyone have called me? This was already an hour and a half after the time I was given. I told the delivery team this was unacceptable and delivery needed to be rescheduled.
So, our delivery on the 18th turned into the 27th. When the 27th came around, once again I got zero notifications. I had to log into the Bobs website to find my delivery window. Again, this is a new construction a half hour away from where I currently live. My window was 7:15-11:15. I got a call at 6:50 from the delivery team asking for someone to let them in. At least they called this time. So now they are at the house 25 minutes before my scheduled delivery time. Just about the length of time it takes me to get to the new house.
When I told them it is 6:50 in the morning the response was, “Yeah, we left a little early today.” Unbelievable. So, I get to the house and let them in. They take the boxes out of the truck, throw them on the floor of the living room (mattress and box spring), and leave. Nothing was unpacked, nothing was set up, no one showed me how to work the power box, they dumped the boxes and ran. This experience has been so horrendous, it is actually hard for me to wrap my mind around the fact that a company operating like this can still be in business.
We bought 100% leather (what the people called at Bob's) in 2013 with 5 years Goof Proof plus warranty. We specifically asked them if it is going to cover the leather with 5 years warranty and they said yes. That's the reason why we took the warranty in the first place.
In 2017 Nov we started seeing the peeling on the middle block on the love seat. So we called the customer service to get the warranty covered for the problem. But, the answer we got back was it's not covered under the goof proof plus warranty even though it is clearly mentioned "5 years against factory defects that can sometimes occur in materials or workmanship". They said, "All the others will be covered except for the 100% leather as the leather doesn't called as materials at Bob's." They said, "Bonded leather, fabric are considered as materials but not 100% leather." I was shocked at the answer.
In the first place, the leather shouldn't get peeled off, if it is then it's not 100% leather, that's simple and I would considered as factory defects in material or workmanship. It's their responsibility to fix it as they promised us it's leather and got the payment for leather. Lost around $2400. Don't spend a dime at Bob's, it's going to be total waste. Also the warranty is useless ($200 waste). We are so disappointed and I would never go to Bob's again and tell my friends and family to go somewhere else.
SEABROOK, MAINE -- To start my experience with Bob's what is with customer service and the brand and not people at the store in Seabrook New Hampshire. It started off with my kids bunk bed and the top rails not being attached. Seriously! My kids were able to pull up the top rails and say look at daddy these aren't attached! After further inspecting after this was installed I noticed that some screws were not even attached and some bolts or even screwed into the grommets. The slats going across to supposedly support the top mattress were falling down because the top rails and supports were not installed with the proper parts.
Customer service out of Connecticut was awful and some of the repairman that came to fix the bunkbed were not well-trained. They told me twice that they would give me a new bunk bed and yet they repairman only came and replace some parts. After numerous attempts, Bob's refused to return the bunkbed and give me my money back. After waiting a total of 23 hours for serviceman and to have the initial install, having their customer service key people come back four times to fix the problems, they had the audacity to offer me an in-store credit. I have filed complaints Better Business Bureau in Connecticut against their corporate office.
Not once did they ever care about the safety of my children nor the poor quality product that is made of cheap wood and compressed particleboard. Most times when I called customer service, I was on the phone for well over an hour to try to get somebody come out and fix my kids bunk bed which for the first week they couldn't even sleep on because it was a danger and a Siri safety risk of my children falling off the top bunk. The customer service office didn't seem to care about that and just wanted the problem to go away. I even took pictures and video of what the bunk bed looks like after they installed.
Bob's has some good quality products but I wouldn't buy any wood products from them as they are poorly made and the company Obviously didn't really care about the safety of my children. Therefore I am boycotting Bob's and ask everyone else out there to you hear my story and do the same. They make claims that customer satisfaction is important to them and Bob has this funny quirky commercials but when it came to the danger of my children I couldn't get one manager or regional person to hear me out.
I finally just called the store and made them responsible for the quality of their products and the poor installation. But even when that happened and they were supposed to replace the bad, the install guys that came out only want to tighten a few screws and change a few parts out. I had to force them to replace the trundle which was falling apart.
JOLIET, ILLINOIS -- After much local and online research I purchased my bedroom furniture, a dresser and mirror, a chest of drawers and a night stand from Bob's furniture. My salesman Lamar ** was very helpful and informative answering all of my questions and if he was not absolutely sure of the answer he immediately checked and gave me all the answers I needed to make an informative decision. I appreciated his candor and his sincere effort to again give me all the information I needed to make a decision without any pressure.
I also purchased the Goof proof protection plan. Lamar made it clear what the store policy was. He explained that when I accept the furniture, my signature means that furniture was delivered and assembled and in a condition acceptable and to my satisfaction, otherwise he recommended that I do not sign and accept delivery and let them take it back. I assure you I was not letting the delivery men leave until I had opened every drawer, and checked out every front/side/top/bottom of my furniture and was very happy with it all.
The delivery went as promised - they gave me two calls prior to delivery date, arrived on time and went to work on assembling. The delivery men were polite and careful with my hardwood floors and even helped me put on the felt pads that I had ready for the bottom of the furniture. I purchased the goof proof protection for peace of mind, it was my feeling that if down the line the drawers came off track or something unusual happened that it would be taken care of, so I chose to purchase it. As of yet I have not had any occasion to use it.
I did purchase a bedroom set that is a good quality set. I could not find a set that equaled it for quality vs price in any other furniture store in my area that I really wanted. My purchase was 15000.00 which included delivery and protection policy. There was other bedroom furniture at Bob's that was not as good quality as I purchased and there was furniture that was even better quality that I purchased, but I did get the quality bedroom set that I loved and so far am very happy with my purchase.
I am giving my buying experience at Bob's in Joliet IL a 5 star for all the reasons I mentioned above. I felt they offered a wide selection of bedroom furniture, my questions were answered, from shopping experience to purchasing, to quality of my purchase, the price and delivery - it was all good. I hope I never have to use the "goof proof protection". I was sorry to read so many had a bad experience and because my experience was totally different I felt it needed to be noted.
NORTH FAYETTE, PENNSYLVANIA -- We purchased a mattress from Bob's and when asked if we wanted delivery, we asked if removal of old mattress was included. We were told yes so we got the delivery. After the new mattress was delivered and set up, the delivery guys left the old mattress and box spring in our yard.
When I called to ask about it, I was told that yes they remove the old mattress but only if you ask which was not what I was told. The next person I spoke to said yes they will remove the old mattress but not if it has tears which again was not what I was told. Next, I called the Monroeville store and asked if removal of the old mattress was included with mattress delivery and was told yes. I was not given any qualifications.
The next person I talked to said that they will not take the old mattress if there are bedbugs which makes sense then told me that was why they didn't take the mattress. When I asked for proof of this they could not give it. We had an exterminator come immediately and was told there are no bed bugs anywhere. I called the company again and was told that mattress removal was a courtesy and they didn't have to take it. Again not what I was told. We would not have purchased the overpriced delivery option if it wasn't for the mattress removal. We were misled from the beginning and it is obvious that employees themselves do not know the actual facts.
NEW HAMPSHIRE -- I purchase a set of bunk beds for my grandchildren. When they came to deliver/install them, they found one of the footboards damaged. They had to order a new one and it would take another week to be delivered again. All through this my grandchildren had to sleep on the floor. They called 2 days before delivery and was told that they would be at the house between 6 and 10 am. I called them to state this is unacceptable and my son in law should not have to take another full day off of work to accommodate them. They showed up at 7am and called my daughter to find out why no one was home.
It took another 2 days of negotiations between customer care and the store in Nashua, NH to finally get a time acceptable to us. The team showed up, installed all the parts and left. I went over to see how they looked and found that they put the beds together incorrectly and there was no way I was going to let my grandkids get on them. Instead of trying to fight again with customer care, my son in law and I spent the afternoon fixing their screw up again. When I called customer care to see what they would do about it, they said all they could give me a is a $50 gift card to the store. Why the hell would I EVER want to buy anything there again. The customer care sucks.
FREEHOLD, NEW JERSEY -- The coverage one purchases through Bob's is a scam. They will try to disqualify you during your claim call. The company has a number of policies in place to exclude covering your furniture. My claim was declined, regardless that I am within the 5 year protection plan. Why you ask, because I was not 100% sure when the damage occurred. You must report any damage within 30 days or you're out. Irrespective that you are still within your time frame. This pathetic excuse for business sells you the protection plan, knowing that they'll find a way to exclude if the customer ever needs something repaired. Insurance fraud!
ONLINE ORDERING, PENNSYLVANIA -- DON'T DO IT!!! Is all I can say. Twice I ordered furniture only to have it canceled. The second time it was canceled, it was less than 24 hours prior to delivery. I had all the furniture removed from my 80 year old mother's house in preparation for the delivery. All they could say is, "Sorry but we can get you something else to be delivered in 3 WEEKS"... SO my 80 year old mother is supposed to sit on the floor until then...
"Well it's only 3 weeks", they say!!! "That's the best we can do, it's our policy". Well guess what Bob to hell with your policy!!! No sense in me confirming the delivery 3 separate times only to be told there are no more in stock or it's damaged at the warehouse! You're a furniture store! You can't find another sofa in your massive warehouse to send her!
I didn't care about the color or style, nothing but OH Well, but order online again and wait another 3 weeks... I guess the 3rd time is supposed to be a CHARM! Not in this case. I'd be an idiot to do it again! Bye BOB's. Never doing business again, and I will make sure everyone I come in contact with fully understands the same.
MANCHESTER, NEW HAMPSHIRE -- 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 footboard, 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.