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.
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.
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.
MILWAUKEE, WISCONSIN -- I bought a kitchen set a few days ago that has a strong odor. The kitchen set of table and chairs are in the kitchen but I can smell it from the dining area as well as the kitchen. When I called the store after two days of this smell I was told to call customer service. The person I spoke to there told me to let the air into my home for 3 to five days. I told her that when I buy furniture, I don't expect it to smell and for me to have to do anything to it.
I asked to return it and she said it could not be returned and that I could call back after three to five days and someone could come to see if it is a manufacturer problem. But from reading about other customers problems, I'm finding that nothing will be done. Unfortunately for them once most people buy from Bob's they don't return. The kitchen set stinks and so do their policies.
WALDORF, MARYLAND -- We purchased the extra warranty on the cushions, etc. The furniture has not held up well at all. We don't have small children or anyone who is rough on the furniture. I called and set up a service appointment for May 3rd. I was told I would receive a call the night before to confirm. Nobody ever called. It slipped my mind and I called back on the 5th. They had the nerve to tell me that I missed the appointment.
I set up yet another appointment for May 30th and was told that I should call the night before to confirm. I did just as I was asked and was told that someone would be there between 12:30 and 2:45 p.m. I called that morning, just for curiosity and was told that my appointment was now on Wednesday. What if I had left work!
Fast forward to today... I got home and the technician was here waiting, but was in a car. I was shocked because I had confirmed in my many conversations that they would have all of the materials to do everything needed. He got out of the car with nothing but an iPad. He said that the parts had to be ordered. Now I'm being told that they don't even sell the couch I bought and that the covers to the cushion cores are no longer available. WHAT A JOKE!!! I STRONGLY WARN YOU NOT TO BUY ANYTHING FROM BOB'S. His furniture us awful and he doesn't stand behind it like he promises!!!
BROOKFIELD, CONNECTICUT -- My husband and I were (unfortunately) in a hurry to buy a dining room set with sideboard so we did not take the time to search and research furniture stores. We stopped at Bob's to look at what they had to offer. We saw a set that looked good and was in line with our country style tastes. I asked the sales person if the table was made of wood and were told that it was. We purchased the set and the 5 year protection plan. The table began to peel within the first few weeks of use. Being busy people we put off the reporting of the damage for a few more weeks.
When I did get around to calling which by the way was a chore in and of itself I was told we had to go to the Goof plan people (Johnson?) not to Bob's. When I was finally able to communicate with the insuring company the Goof plan representative asked me when the damage had occurred. I told them it had been several weeks. I was then told that we were NO longer covered because we did not report the damage as soon as it happened or within 30 days.
We were then stuck with a dining set and credenza of amazingly poor quality which we eventually threw out. It was a waste of several thousands of dollars. I can not in good faith ever recommend Bob's, I can't stand to even watch the lying commercials spewing lies about the quality of their product. If I'd known better I would have reported them to the BBB.
BROOKFIELD, CONNECTICUT -- I bought a sofa from Bob's Furniture in Brookfield Connecticut. Not even a week of me having the sofa I noticed the sofa was starting to come apart in the back which started allowing the Staples in to pierce through and poke anyone who leans against it then the feet of the sofa keeps twisting causing your toes to bang against it if walking too close to the sofa and the worst part of all is my 1 year old daughter's head hands and feet constantly gets caught in between the huge, huge space where the cushions connect.
I called them several to see if my goof proof plan or warranty Could do something about it and all they did was tell me there was nothing they could do about it except send a guy to fix the back of the couch and even though he sewed it together it started to come apart again 2 days later. I'm going to contact my local news station after I contact their cooperation if nothing is done about this. My daughter already nearly broke her foot when she fall in the gap. Something need to be done before they end up with a lawsuit on their hands.
STATEN ISLAND, NEW YORK -- I've been a BoB's customer for many years and although I have had issues with damaged furniture, I have always had the furniture replaced or when the issue could not be fixed I would get a store credit to choose a different brand or item. I always get the goof proof policy on every item and BOB'S has always honored the policy. The thing with BOB'S is that you need to really check out what you're looking to purchase because they do sell some really flimsy furniture at cheap prices. That being said, they also sell some excellent furniture at great prices. The goof proof policy is the key.
As far as their customer care department goes I usually get satisfaction but did have an issue with the last bedroom set that l got. Some customer care reps are very inexperienced and I got the runaround but thanks to one great representative named Yvette, ID # **, The problem was fixed in one phone call. She was excellent!
My only gripe with BOB'S is that there is little or no quality control on inspecting the furniture prior to delivery and I have had to have quite a few items returned and exchanged due to factory damage or poor handling by their warehouse. That's something they have to work on. I've been dealing with the Woodbridge NJ store for over eight years and will continue to buy at BOB'S.
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.
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!