WORCESTER, MASSACHUSETTS -- On March 15th, 2008 I got married.
The very next day, my new wife & I went to Bobs Discount Furniture for our first big purchase as a newly married couple.
After meeting with a salesperson we rummaged around the selection of the beds & decided upon a "Bob-O-Pedic" adjustable bed. We tried both the plus & firm mattresses & bought the firm. The only issue was that it was back ordered & wouldn't be in until the first week of April 2008.
We got a call soon after with the news that one was available & would be delivered that week. When I spoke with the store I reminded them that they needed to call my cell phone & not the home number when the delivery people were on their way. These instructions were outlined on the invoice.
A couple days later I just happened to be passing my home from a work errand to find the Bobs delivery truck at my house. (why didn't they call me?)
No matter, I was there & all was OK. I let them in. They took the old mattress & installed the new. They reminded me that it'd take a few hours for the mattress to soften up as it was cold that day.
That night we slept in our new bed. Or at least my wife did. I could not relax on the mattress. It seemed a lot firmer than the one in the showroom. I gave it a couple more days & after getting little sleep & a sore back we went back to Bobs to exchange it for a plush version as well as the non adjustable as neither of us used that feature.
So April 10 of '08 we went back to Bobs & did the exchange. I tried & retried the plush & firm & decided that the plush was best. JUST in case, we went with a dual that has a plush & firm half.
They said, however, the king size was back ordered to May 20th. So we decided to wait for the new one to arrive & just keep the queen automatic until then.
By this time I had started sleeping on the floor on a roll up spare mattress.
Fast forward to May 13th 2008.
I called customer service to see if the new king size was still going to be available on the 20th. She said "Oh we have those!" I said, "when were you going to call me to deliver it" Basically since I was in there the 20th, they were going to wait.
So I (again) double checked that they delivery people would do the one hour call ahead to my cell number & she read back the number I'd originally given.
The next day, on the 14th of May, I got an automated call from "Bob" about a scheduled pickup on May 15th between 2:09PM & 5:09PM on my cell phone. "yay" I thought, "they remembered!"
No they didn't.
On May 15th, 2008 I got a call from my neighbor saying that there was a Bobs Furniture truck at my house with people & mattress walking around. This was 2:11pm.
Since I work 15 minutes from home I left work & headed there. When I got there @ 2:28PM & the truck was gone.
I went inside & on my answering machine was a call from the Bobs delivery people telling me they were almost at my house. There was also a call from the Bobs warehouse saying that I'd need to reschedule.
I called customer service was told that once the truck leave an address, it can't go back because it has other deliveries to make on time. When I pressed, she said she'd try to get the truck to go back since by this time it was only about 20 minutes away. When she got back she told me that the truck was already back at the depot & was done for the day.
I then asked her why I didn't get a call on my cellphone as was outlined in the instructions. She told me that that phone number wasn't anywhere on the invoice. "then how is it Bobs called me yesterday at that number?" She didn't answer.
So I spoke with her manager.
She was even less helpful. I was more upset that they didn't call my cell then missing the delivery. But she promised that they'd be back tomorrow (May 16th) with the bed & would "absolutely" call my cell phone.
May 16th, 2008.
I was at lunch with some co-workers & I thought, "I'll call the house just in case" I called & wouldn't you know, there was a message from the Bobs guys saying that they'd be at my house by 1PM. I left the restaurant early & got to my house at 12:58 and waited.
At 1:30 I called customer service about the delivery time because for some reason the on-line customer tracking didn't work. The lady said they they had two more deliveries before mine & should be there soon.
I waited until 1:45PM & I had to get back to work.
I left a postit on my door saying that I waited until that time & to call my cell. I was half-way back when someone called from Bobs saying that they were at my house waiting for me.
I asked why they were so late. "deliveries, you know?" No apology. But that's OK.
I called my boss as I headed back to the house.
I was pulling up then they were unloading. My new, $1400.00 mattresses were on the ground. I thought since they were in plastic, I'd be OK, right?
They brought them in & were struck dumb as they say the still un-retrieved queensize bed that they were supposed to pick up. So they left my new mattresses outside (did I mention it was starting to rain?) & brought the old mattress into the truck.
They put the king size on the floor & I inquired about something. "Where's the frame?"
So they called the depot & I heard over the Nextel that it was still on back order & then it was that I never ordered one with the bed.
That part is true. I looked at the invoice & there was no frame there. However, one wasn't offered either. So my new bed is on the floor.
Later that afternoon my wife calls. "This mattress is filthy!"
Indeed, there was wet grass stains & leaves & mud on the ends of the mattress. "probably from where they dropped it in the yard" I said. I was so elated to finally have the new bed I didn't even think to look at the mattress. But there were holes torn into the plastic letting them get in that condition.
My wife called customer service about this & they basically did the same thing with me. Didn't listen, didn't really seem interested in helping. "we can get another mattress our there on Tuesday but there will be a delivery charge." My wife felt that unacceptable & felt that we shouldn't be responsible for a delivery charge for an abused item.
They told her that "they'd look into it & they'd call back"
They did, a couple of hours later but all they did was move the delivery to Monday, but they'd only bring the delivery down to 50%.
I personally don't think we should be responsible for the mis-handling of their delivery people. I also felt that their delivery persons weren't professional. One spent most of his time on his cell phone arguing with someone & quite frankly didn't fill me with confidence in my purchase.
The customer service people were an entirely different story. They were more interested in getting off the phone than actually helping us. They wouldn't listen & had the habit of talking over my wife. At one point told her to "calm down" when she started getting angry.
In the future, I think I'll spend the extra money on a company who actually appreciates their customers. I myself work in the services field & I'd be looking for a new job if something like this happened.
We'll never shop Bobs ever again.
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Customer Service Sucks
Posted by D on 2013-05-30
NEW YORK, NEW YORK -- My apt had been painted so I was still in the process organizing my living room when my sofa was delivered. I subsequently noticed that there was a small damaged spot on the back of the sofa behind the pillow (the nap was missing). I phoned customer service and was referred to the Goof Proof Protection plan that I had purchased.
When I called them I was told by their representative that the coverage doesn't start until the one year warranty has expired and that I should call customer service again. And that Bob's is always trying to get out of honoring their warranty. I phoned Bob's again and was told that since I hadn't reported the defect within the 3-day period there was nothing that they could do to remedy the situation. The representative also implied that I should create a story about accidental damage to get it covered by the Goof Proof plan.
When I told her I wasn't comfortable lying about this she told me that there was nothing that they could do for me. Unfortunately this is a lesson learned. I will not be a repeat customer.
Company Response 06/07/2013: That doesn't sound right to me. I'd be happy to help. Please send your order info to BobCares@MyBobs.com and I'll be in touch. Thanks, Eric.
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Terrible products, Poor Customer Service, Goof-Proof a Scam
Posted by L.K. on 2013-06-18
MANCHESTER, CONNECTICUT -- I bought a complete living room set for my home, I bought a sofa, two chairs and a three piece table set.
When I first received the tables they were delivered damaged. The coffee table came dented and there were screws sticking out of the legs of the side tables. The screws actually scratched up my floor. It took them 3 months for me to get tables, and the only reason we go tables was because we had to go in and reorder new tables. The originals were on back order and they told me it could be another 2 months before I got the tables, but they sold them to us anyway.
Now less than two years later, the sofa I bought is falling apart. The couch has sunken in and collapsed and the arm is broken. There are no young children in my home and it was not abused. When you touch the right arm of the couch you can hear the wood cracking. The cushions can not be sat on because they are sunken in. It is almost like the foam or whatever is inside is decomposing. There are springs sticking out of the cushions as well. We no longer can sit on the couch.
I bought the goof proof and was told at purchase that is covers everything. They will repair it or replace the furniture if it can not be replaced. I went to Bob's stores and told them what was happening, and that I had goof proof. They told me it only covers small rips and stains, which is not what the salespeople tell you. They sell the goof proof as the ultimate additional coverage. The salesmen told me that it is additional manufacturer coverage, as well as it covers all additional stains and damage caused by anyone even pets and kids. So they told me that I should call Bobs. I called them today and they told me that goof proof does not cover the quality and that Bob's only gives a one year warranty. There was nothing they were going to do. The couch is collapsing from poor quality and there is nothing I can do.
They sent a Bob's technician to my home anyway, and the tech guy walked in and told us that this couch is crap, he has been on many calls about this couch and couches similar to it. I called Bob's and they said they can't help us that the warranty is up, call goof proof. They even told me what to say to get Guardian (Goof Proof Company) to come. The guy came two months after my initial call, and the guy was at my home for 5 minutes, and also told me that this couch is garbage. He took pictures of the collapsed arm, and the cushions. He then told us Good Luck getting something done, Guardian will only cover small stains and burns and not manufacturer's defects. So essentially we are out of luck, We now have to buy another couch to replace the one I bought 1 1 /2 years ago.
I was planning on buying a dining room and bedroom set from Bob's. Thank Goodness that the couch fell apart and Bob's poor quality and was shown to me before I dropped another 2500 at Bobs. I will go someplace else where I might spend more initially, but will not have to drop more money every 1 1/2 years to replace the cheap garbage I already bought.
Update: As predicted, Goof proof will not do anything for my couch, and I am currently shopping for another couch. Bob's furniture is made to last 1 year, just to get past the manufacturer warranty. DO NOT BUY FROM BOB'S, and if you do DO NOT BUY THE GOOF PROOF, it is completely useless.
Company Response 08/07/2013: I'd like to help. Please email me at BobCares@MyBobs.com with the name, address and phone number associated with your account.
So a few days later I called goof proof I was on the phone for about 20 minutes before anyone assisted me. I told the representative that I needed to file a claim. He asked what happened and what was damaged. I told him which pieces they were and that it had marker and pen and my son had drawn on the couch. The representative then tells me how many marks are on each piece. I thought he was joking but nope they want you to count each mark dots and all. After counting each mark line and dot on each piece he put me on a brief hold. Only to tell me when he returned that it was not covered due to marks greater than 6inchs and being excessive in markage.
I was speechless I asked him why wasn't it covered he said because it didn't happen at one time. I was like were you here when it happened no..I told him the pamphlet says it covers marker and pen. He then says yes if it's an accident, how is a two year old scribbling on a couch not an accident. He said its more like if you sit down with a pen in your pocket or something and you mark the couch. when asked what does excessive mean he told me because you said there are about 20marks on the ottoman. I said we'll yes but only because I counted dots.
I mean really I told them they were full of crap and said some other not so great words and then hung up on them. I knew it was to good to be true.. I will never buy that crap again what a waste of money..don't buy goof proof no matter how good it sounds, that Bobs sales representative is full of crap.
Company Response 06/07/2013: I'd be glad to see what we can do to help out. Please send your contact info to BobCares@MyBobs.com and I'll be in touch. Thanks, Eric.
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"Goof Proof" Is Not Worth the Paper It Is Written On
Posted by Greg on 2013-03-20
Good proof is not what was stated to me. I will try to summarize my experience with Bobs and with the "goof proof" warranty that they sell through guardian and Guardsman (formerly). We all know that we get what we pay for and that Bobs furniture is cheap but you figure the goof proof will save you when you need it. Not so in my case.
We bought 2 bedroom sets from Bobs in mid 2010 and a sofa love seat combo in 2009. All of the furniture now needs repair so we called Bobs. The 2010 purchased items are under warranty from Guardian and the 2009 sofas are under Guardsman warranty. In fairness to Guardsman, they have not yet acted on the claim and may very well agree to do the repairs (I will update this if they do).
Bobs sent a person out to look at the furniture. He tried to glue a piece of veneer back on the bed but it didn't work and now looks worse than when he started. We were told that nothing is under manufacturers warranty so we would have to deal with Guardian and Guardsmen. A few days later, guardian called to let us know that the glides on the bureau and the peeling veneer were "normal wear and tear" and "didn't happen in one single incident" so nothing is covered. I specifically asked the salesperson about normal wear and tear when I bought. From Bobs and was told that it was covered (they even showed me in writing where it was). Now there's a new story.
I noticed Bobs Facebook page showing an Eric Maurer to email so I did. Eric told me that they could replace the glides for $10 each and they wouldn't charge me labor costs. They would also try to re-glue the veneer. Not really what I expected but by this time it was all I could get so I asked him to order them. I soon got an email back stating they don't sell them anymore.
I'll never trust Bobs store again but I'm glad I learned this now because we are just starting to search for another bedroom and a living room set. I would have given them 1 star but the mattresses we bought are still good.
Our sectional from Macy's is still in great condition so perhaps we will start there.
We received the items as promised on 3/16/12, but they also delivered the computer chair in that delivery against our instructions. Since we were so concerned about the bedroom furniture, we made sure those items were in working order before the delivery men left. Everything was fine with the bedroom furniture.
While this was all going on, we advised customer service that we had a comfort issue with the mattress. We tried the Bobby Bear Euro top mattress in the store, and it felt fine, but unfortunately, it did not translate well in our home. I would wake up in utter back pain ever night for the first week. Customer service advise us to call on the thirty first day to get an exchange. Since this would require another tech to come in to determine the defectiveness of the mattress probably in two weeks, we asked customer service to pick up the mattress. They said they can do it, but the delivery men must call them to get confirmation. They did, and speaking with a customer service, I was told to call the store to order a new mattress. I called later that afternoon, and was told by Jason at the store that they do not have the mattress. I then called around 8:30 and they finally gave me credit for the mattress and chair. Unfortunately, since I return the item, I must pay $39.95 delivery charge for the new mattress then the difference of the new mattress in the amount of $110.00.
Being that it was late and I was tired from a long day at work, I put it on my credit card. I decided to speak with Jason R., the sales representative that helped picked out the new mattress, the following morning due to all the aggravation that I went through. I wanted something for the inconvenience. He told me some bull that the price is already a discounted rate and Bob does not give any refund. Jason was boasting that the Bob provides great quality at a great price. He was saying that Bob's Furniture is the best and urged me to buy their stock, since they are going to expand down South. Jason claims to be the disciple of Bob's. I was ready to hear in his next sentence, that Bob will be parting the Red Sea next week for everyone to see. Please, Jason, stop the bs. Bob is a store with horrible service and crappy furniture. I will never get anything at Bob's again.
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Very Bad Quality, Not Great Customer Service!!!
Posted by Joseph on 2008-10-06
LYNN, MASSACHUSETTS -- When we relocated to Lynn, MA we took a trip to several furniture stores in the area to see what they all had to offer. After looking at a couple stores we decided to go with Bob's Discount Furniture. They had good prices and the look and feel of the furniture on the showroom floor was good.
We ordered a sofa with a chase, coffee table set. A Kitchen Table with 4 leather chairs and a Bedroom set that consisted of a Queen size bed with 2 dressers.
The delivery of the merchandise was just horrible. They could not get our box spring or our sofa to fit up either of the stairways leading to our apartment. They said that they were just going to take the stuff back to the store. I stopped them and said why can't you pull it up over our deck balcony. They said oh we are contractors driving a bobs truck. We do not have insurance so if we get hurt we are liable. This is understandable so I told them to leave the furniture and we would get it up ourselves. The bad part is that they had to deliver our dresser 4 different times. The delivery people were not gentle with the merchandise at all. They scratched 2 of them on the way up. The 3rd one looked like it fell from a fork lift or something as one of the corner feet was just crushed. After the fourth delivery we finally got one that was not all scratched up.
We had an issue with our sofa and bed. The cushion in the sofa was flattening only after a few months. The guy fixing it stated it was a manufacturer defect as they did not fill that particular cushion enough. He filled and it is great.
He looked at the bed and said Oh the guys who installed it did not install it properly which is what led to the issue, your bed-rails are bent.
They ordered new rails and were here a few days later to fix it...
The first time fixing it overall took a week and a half. All this time we are sleeping on a bed where the box spring falls through the rails.
After they came and fixed it the box spring continues to fall through, even more now than before. I think that is due to it falling through so much it is just wearing it down.
I called in and again they stated oh well we cannot get someone there to look at the bed for another 2 weeks. I was enraged and told them that it is not good enough. Demanded to speak to a manager. After arguing with the woman for a few minutes I said look I want to speak to a manager will you please transfer me before I get even more pissed off. She said hold on. About 15 minutes later she came back telling me she could not get in touch with anyone.
She would send off an e-mail and they would respond within 15-30 minutes. She got back to me and said oh we can get there sooner... We'll be there in 4 days (rather than 2 weeks). I said that's fine.
After another night of the box spring falling through I decided to take the box spring and mattress off and inspect myself.
I found that the wood frame on the box spring is broken, the wood rail on the bottom of the box spring pushes inward allowing it to fall through the rails. I also noticed that the fabric on the box spring is cut up from sliding through the metal rails.
I called in to customer service and said the issue is the box spring. I have looked and the wood is broken, can you have them just bring a replacement box spring on Wednesday rather than coming to inspect it and making me wait even longer for the replacement.
The woman told me they could not do that and that policies require they inspect it before any replacement part is delivered.
I am currently on hold waiting for a manager (about 20 minutes on hold now).
I am so sick of the issues we are having with the furniture.
All of our issues so far include
1.) Button fell off leather kitchen chair
2.) Couch Cushion flattened
3.) Box spring falls through bed rails
4.) Dresser Drawer guide bent
5.) Dresser handle broken in half
I just got off the phone with customer service and to my surprise this customer service agent was able to make something happen. They are going to fix the other issues that we are having aside from the bed on Wednesday. I'm sure they will just come and inspect and then have to order the parts but those are issues we can live with.
As for the bed they no longer carry the mattress and box spring set that we have. They are going to have us go into the store and choose another set that we like and they will swap them out.
/** UPDATE 10-07-2008 **/
I went into the store the same evening that they told me to and asked to speak to a manager. I told them what the situation was and they said oh then you don't need a manager you need a sales associate. I went along with it as they had the credit slip in their hand. They took me to the mattress area and said take your pick, you just have to cover anything over the cost of this credit. I looked at the sales associate and said no... I want a comparable set. I do not want to pay anymore than I already have. They explained that they no longer carried the set I own. At this point I was getting frustrated and pissed off. I demanded to speak to a manager. The manager Jeff came over and asked how he could help. I explained the situation to him and told him that I was not going to pay another dime. I said it is not my fault the thing is broken, I did not set up the bed. The reason it is broken is due to them not setting it up properly. With my frustration level Jeff wanted to get me off the sales floor away from all of the other customers. A good decision from a managerial stand point. I went and sat while he did his thing.
A few moments later he comes to me and says oh well the set we have is the replacement for yours. You got yours in a bundle which made the cost less, they are theoretically the same price it's just an even swap out. He tried to calm me down as I was angry from the run around that customer service had been giving me, telling me I had to sleep on a broken bed until they could come look at it (2 weeks time). He tried to tell me that oh we are booked out that far. That is the point when I said well maybe you need to prioritize your work orders. Understandably that would make other customers upset because they could not get their dresser fixed due to them having to fix a bed which in my opinion is a higher priority. When he said that I kept my ground and said then maybe it's time you start hiring more employees if you are backed up by 2-3 weeks.
All in all the manager did what he could to keep me happy, he set a delivery date of today. I have been here all morning and I live in an apartment building. There are 3 floors with 3 apartments and I am stuck in the middle on the second floor. I started to wonder where they were when they hit the end of their 3 hour window so I called in to get some information. I was calm and cool on this call. When they told me they have been here twice and described my building to a T I said I have no doubt that you have the right building. When can you get them back here. They responded not until Friday. That is not OK with me because I told them last week I am going out of town all next week. What is common sense when you arrive at an apartment building? Do you knock on the front door or do you ring the doorbell? Do you even think of trying both doors on the building? They noticed the broken rain gutter so they would have noticed both doors.
The person they have on their team that comes and fixes issues with your products had no problems getting me as he had to come fix a dresser drawer and the button for my kitchen chair. So why did the delivery team not get me? Well because they must be idiots and were knocking on the front door which is a hallway!!! Not once did they ring the doorbell or honk the horn. Better yet why did they not call and say hey bobs is at your house, can you let them in. They have done that in the past. The last time the guy who fixes the products came they called me and said he was there.
I called the store back and talked to Jeff. I told him who I was (I think he knew immediately due to how we met the other night). He asked what he could do for me and I said "Look we are going to have a problem here. This is the situation." I explained it to him and he asked if he could see what could be done and call me back.
The service (or lack thereof) is really starting to get under my skin. I swear if I have to take the mattress and box spring back to the store myself and get the new ones I am not going to be very happy! (I have been told this is not an option all of their merchandise is warehoused in Connecticut YAY!)
I just got a call from Jeff and he said that he sent an e-mail down to the delivery managers. He is trying to see if he can get them back out here today and just wanted to update me on the status. He will call me again when he hears back from them.
I got a phone call back from Jeff and he assured me that the merchandise would be re-delivered today by 3PM. He also stated that the service technician that was here today to fix my other furniture left notes in my account asking how the delivery people could not find the doorbell. That made me laugh lol. At about 2:00 PM we got a call from a woman asking if the delivery team had been there yet. We told them no and they said they were going to find out where they were. At about 2:30PM our phone rang, when I said hello they hung up. It was not a number I could call back as it was a generic number so I would have no clue who to ask for.
At about 3:00PM I called the store to get in touch with the manager Jeff. It was not surprising that he had left for the day. I asked to speak to the highest ranking person in the store at that time. They transferred me to someone in Connecticut!!! It was the person who oversaw all of the trucks. So they sit at a computer and watch the red dots to make sure no one is messing with the dots. After arguing with them I asked to be transferred to the store. I once again asked for the highest ranking manager. I got someone named Ryan or Brian I really could not understand his name as he said it. He was not foreign I was just so irritated by this time that my brain probably did not process it properly. He said he was in the office with Jeff and the last they heard was that the merchandise would be delivered today. He would call and find out what was going on. During the time I was waiting for him another guy called from somewhere in Connecticut. He was trying to set up the delivery for Friday. I told him that it was not acceptable that they needed to be back out here tomorrow morning. He stated that they needed another day and a half notice because our merchandise would have to be re-picked from the warehouse..... WHY???? I asked if the incompetent delivery people damaged my merchandise once again. Why else would they have to re-pick new merchandise? The guy said he could not state the condition of the merchandise (although now I realize it is probably because he hasn't seen it). I said sure you cannot put your foot any further in your mouth than it already is. As I was fighting with him the manager from the local store was beeping in on my other line. I switched over and was talking to him for a moment. I did try to pull it into a 3-way so I could yell at them both at the same time but it did not work because I wasn't the one who initiated the second call.
Long story short I got shafted once again. They say there is nothing they can do until Friday. Though I am told that I will be compensated for this. I asked the Manager how? Store Credit! I said why would I spend anymore money at your establishment. He said "Yea I know it's a catch. Honestly I don't know why you came back!" I said I did not "come back" I am just trying to get merchandise replaced. Every time I turn around I am struck by incompetent people who are employed by Bob's. The manager really had no idea what to do and he stated that. He said "Sometimes customers just fall through the cracks, unfortunately you are one of them. I don't know what to tell you in this case, I don't know what to do." I said what to do, get me my furniture here tomorrow. Oh well we cannot do that he said.
This whole experience has been horrible. I felt like saying just give me the best mattress you have maybe after sleeping on that my attitude towards Bob's would change. I doubt it though. Even that mattress would probably have something wrong with it only a few months after ownership!
Now I have to waste my day Friday waiting for them again to deliver merchandise.
/** END OF UPDATE **/
/** UPDATE 10-10-2008 **/
Well Finally we had some competent delivery drivers, however someone at bob's did not do their job once again. No where on the drivers papers did it state that they should call ahead to make sure I was home. Today is a hectic day for me and they got *lucky* that I was here. They were supposed to call ahead so I knew when they were coming.
Anyway After 3 weeks of fighting with this thing I finally got the merchandise in place. I called and talked with Customer Care only to be insulted. The woman said I am so sorry for your inconvenience you have had multiple times. I am willing to issue you a $50 gift card for this reason. I was insulted at this point. I paid $2761.50 for furniture at their store and even paid a delivery fee of $199.99 for them to offer me a $50 credit. How much more are they going to insult someone. I told the woman that $50 was not going to do anything because I could not buy anything at the store for $50 without having to yet again spend more money out of pocket. If they wanted to do something to compensate me they could call back with a better offer. I doubt I will hear from them at all.
I cannot believe that I paid $199.99 just to have all these issues with the initial delivery and the second delivery. I also kick myself for buying furniture from a company who does not value their customers. If Bob's wants to do something they can provide me with a mattress and foundation upgrade free of charge. The last 3 weeks of sleep has been really rough and a good night sleep would do me good.
If they do not wish to do anything about this situation I will be filing reports with the Better Business Bureau and also with the Massachusetts States Attorney. Maybe I will also take it to a public forum such as the newspaper or TV to tell the story about the issues I have had who knows....
/** END OF UPDATE **/
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Terrible Service and Products - Don't shop here!
Posted by Eric on 2013-05-29
SOUTH PORTLAND, MAINE -- My wife and I purchased a very expensive couch with recliners on all three partitions, made of all leather. We purchased a coffee table, a bed, the so-call box spring and a bed.
The first queen size bed that we had was literally two feet longer than the mattress and box spring. I spent literally four hours trying to speak with customer service and never once got through to a human being. Eventually I got fed-up and went back to the store who told me that nothing was wrong and it's the way it was made. I argued and finally they agreed to send a replacement out. We had the same issue on the replacement frame. We went around again on this, but this time I was smart enough to go directly to the store. We spent more money for a different model, which thankfully, did fit better.
Within the first three weeks of having the bed and frame, the frame gave way and broke at the bottom, as they make the entire edge support with pressboard and don't use screws long enough to even hold it on. The mattress already has impressions from our bodies after a bit more than a year and the box spring is basically a cardboard box (if you buy it, check for yourself). We replaced ours today with a Sleep Number bed and it was well worth the upgrade for $1600.
The middle partition on our couch broke within three weeks and we can't even recline it anymore. We didn't bother trying to get this fixed as it isn't even worth the hassle.
The coffee table...yes, this too is junk. Within just a few days the wood started breaking simply from pressing against it. It isn't made of real wood, but just holey pressboard all over.
In total I believe we spent just over $3000, and to be honest, I wish we had spent the extra $2000 for quality products elsewhere. We advise all of our friends and family to avoid shopping here, and if you are reading this too, you have been warned, stay away!
You can't even say you get what you pay for, because in my opinion, the products are not even worth what they charge. Happy shopping!
Company Response 06/11/2013: I'm sorry to hear your purchase isn't holding up as expected. If you still have this merchandise I'm sure we can address these issues for you. Please email me at BobCares@MyBobs.com and I'll be in touch. Thanks, Eric.
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Customer Service Is as Cheap as Their Furniture
Posted by Lynn on 2012-12-23
I purchased a couch two years ago and at that time purchased their scam named "Goof Proof Protection Plan".
The first couch they delivered was defective so they had to deliver me another one which took a week. After two years the mechanism to recline the couch broke. I called customer service and had to wait four days before they could send someone to fix it. I explained to the C/S agent exactly what was wrong with it. The man who came into my home took photos of my couch, which took four minutes, then spoke on his cell phone on a personal call for the next ten minutes. He then told me that he had to order the part and it would take 4-6 WEEKS. He asked to use my phone and called Bob's Customer Service Department and handed me the phone and ran out of my house as if it were on fire! Never did he explain procedure or what my options were. C/S told me that the part is not covered under Goof Proof and that someone will call me within 24 hours to give me a price and take payment.
I called the insurance company from Goof Proof and was told I did not have a Goof Proof Plan on the current couch and that Bob's never changed the paperwork from the original defective couch. But, I still have a Goof Proof Plan on the defective couch which I have never used.
I now have to pay $32 for a part for the couch and it will be six weeks before I get it. When asked if I can rush this in any way, I was told "it is what it is. We do not stock parts. We need to get them from the manufacturer." In my opinion, their customer service is as cheap as their furniture. Shop elsewhere.
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Don't Believe What You Want To About Bob's Like I Did - Believe The Reviews!!!
Posted by Liza on 2012-07-04
STOUGHTON, MASSACHUSETTS -- Don't waste your time. Basically, they lie. Here's my account: Trying to purchase the Venus II sectional (a signature piece in their commercials that they shouldn't advertise if they can't deliver!!!!) and a loveseat. Purchased in May, promised delivery in early June, have been told excuse after excuse as to why they need to keep delaying delivery. Today they delayed again until almost into August. Full details:
Purchase Amount: $1,261.42
May 22nd: Made purchase at Stoughton store with Arthur. One piece was out of stock so he scheduled delivery for June 9th.
June 6th: Received a phone call that one piece came off the loading truck damaged. Replacement piece can't be delivered until July 7th. Whole order will be delivered on that date.
July 2nd: We received a call but no message was left.
July 4th: We called to confirm the July 7th delivery date. Spoke to Lucy. Two pieces are now out until 7-28. We cancelled the order. She couldn't provide any sort of cancellation confirmation #. She indicated it'd be 14 business days to get a refund check.
So, we got to spend our 4th of July, me 8 months pregnant, going to Cardi's, Bernie and Phyll's, Jordan's and Boston Interiors. I hate BOB'S. Should've read the reviews before we shopped there. Will probably be spending over $3000 at Bernie & Phyl's but it seems to be worth it. Their reviews are great. And any reviews of complaints seem to be followed up on and resolved by customer service prompting the customer to re-review and give accolades to customer service and method of resolution. I know Bob's has a call center, but I certainly wouldn't call what they provide customer service. From what I read, they have no interest in resolving legitimate customer complaints.
My suggestion if you're still naive enough to check out Bob's - ask if all of your pieces are in stock because if they aren't you don't stand a chance in h*ll of ever getting them.