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!!!
SOUTHINGTON, CONNECTICUT -- My fiancé and I ordered the Kenzo Bar Cabinet online with goof proof protection. The total with tax and the protection plan was $520.03. The cabinet arrived defective (the cabinet doors visibly did not align-- it did not look like we expected based on the store model). The delivery team said that we should accept delivery and have a service technician come out to take a look and we complied with these directions. The service technician came out and told us that there was nothing that he could do and that we needed to have a new cabinet delivered at which time they would pick up the defective cabinet.
We awaited a call but did not hear back so, while shopping at Bob's again and scheduling a delivery for our new purchase, we asked the sales person whether we could also schedule a delivery for the new cabinet. He did not know what we were talking about and could not find anything about it in our records so he put us in touch with customer care via the hotline in the Bob's store. We learned from customer care that the service technician had noted that he corrected the issue and that the cabinet was up to standards, and even that supposedly there was some sort of picture on file.
We were angered by this because the service technician, having spent all of five minutes assessing the problem, did absolutely nothing. Worse yet, customer care gave us a hard time. The person on the phone said that they would have to ask their manager about sending out a second technician, and then after putting us on hold for some time, said that the manager refused the request. Angered, we asked to speak to the manager (named Shana). We explained our situation (again) and were instructed to submit a series of photos to document what we were describing, which we did. Even after all this hassle and inconvenience our problem was not resolved.
We sent a follow-up e-mail and called to check in on the status of our matter, and, in the end, were told that a 1/8 inch difference in the cabinet doors is considered as still up to standards. They would not replace the cabinet and instead notified us that we have a credit of $477.50 ($42.53 less than we paid) to use within a two month period, and that once we use the credit to get something they will come take the defective cabinet back. This is absolutely some of the worst service we have experienced, which is really a shame because many of the salespeople are very helpful and the furniture looks nice in the stores.
I do would not recommend Bob's Discount Furniture because it is unacceptable that after paying for 'goof proof protection' and delivery charges, a defective product is delivered and nothing can be done about it. We have wasted much time and energy for a very poor outcome.
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!!!
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.
SALEM, NEW HAMPSHIRE -- This is the worst store ever. I bought a couch set from them of a total price of 1,400.00. They financed me the couch to be paid in a year and my monthly payment were going to be $150.00. However, when I was going to pay what I thought was my last payment they told me I still had 23 payments left, which meant $3,450.00 more than the $1800.00 I had already paid which means I was going to end up paying a total of $5,250.00 for a $1,400.00 couch set.
All they told me was that I needed to paid the couch in three months but that's not what they told me when they sold me the couch. They told me that I had a year to pay them and that's why they split my payments to $150.00 monthly. They're the worst. I would never buy from them again and do not suggest anyone to buy from them.
CARLS PLACE -- Purchased several pieces of furniture from Bob's. A Black Label Mattress, a home theater couch and a living room set. The mattress had to be replaced due to defective springs. The home theater couch has been replaced once and now is failing again. The service tech came out and confirmed "springs are bad, wood is cracked and the furniture is cheaply made." However Bob's has no record of it so they had to send another tech to look at it.
The second tech said "The springs are bad, it is leaning to the right, they are going to give you an option to replace springs but request a replacement. It is too far gone." Bob's called and asked me to purchase repair parts to fix it. I laughed and explained why would I pay to fix another couch from Bob's that will not last.
She told me Industry standards states it is allowed to sag 30% per year for normal wear and tear. I don't know about you but I do not normally replace a couch every three years. They are refusing to replace the couch or repair it for free even though I have the extended warranty that states it's covered.
SOUTHINGTON, CONNECTICUT -- Do not buy from Bob's Discount Furniture! I bought a bedroom set in 2011 and I purchased the 5 year Goof Proof insurance and I have had nothing but trouble. Upon delivery the dresser leg was broken along with a drawer under the bed which made me concerned I had just purchased junk. After several issues over the years, the bed frame cracked the other night when I leaned against it in bed.
The five years is almost up on Goof Proof but no matter who I talk to at customer service, they will not help us and claim they would only replace if it was an "accident". If this isn't an accident, I don't know what qualifies. Apparently if I swung an axe in my bedroom and hit the frame they would replace it. I already contacted BBB and Consumer Protection is next. Please save yourself from stress and buy your furniture somewhere else!
LAKE GROVE, NEW YORK -- Do not buy from Bob's Furniture!!! They do not stand behind their products at all. Their prices might be a little cheaper, but the quality is junk. The sofa we bought we also added the "GOOF PROOF." OMG what a scam!! Two years of light use on the sofa and the arm rest cracked while leaning over to get TV remote in the dark. Called Goof Proof (Guardian) and was told it was not covered at all because it was not a accident (REALLY). They lied to me and jerked me around for over a month telling me that they were trying to work out a resolution with Bob's. They never called me back so I called Goof Proof (Guardian). They said they never said that.
I finally called BOB'S and they sent out a "service tech". He stated it was normal wear and tear. Really? Only 2 years of light use. I have now filed a complaint with the BBB and called my credit card company who agrees with me 100%. They are going to dispute the whole bill. You have been warned. Spend a few more dollars and buy from a company that sells better furniture and stands behind it. BOB'S FURNITURE SELLS NOTHING BUT JUNK THAT THEY DO NOT STAND BEHIND. If you do buy from them you are buying at your own risk.
SECAUCUS, NEW JERSEY -- These fake people convince me to make a huge mistake and purchase my entire furniture in their store. Don't I regret it! Plus, they also tricked me into buy the Fake ** Warranty that doesn't work for **. Pardon my language but am so upset (How do you do that to a PREGNANT women?). I work so hard for my ** money for these people to come rip me off.