Bob's Discount Furniture - Page 2

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1.4 out of 5, based on 84 ratings and
189 reviews & complaints.

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This Company Provided Horrible Customer Service After Having Delivery Issues on Four Separate Occasions!!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ORANGE, CONNECTICUT -- This company provided horrible customer service after having delivery issues on four separate occasions. I purchased a bedroom set from Bob's Discount Furniture in Orange, CT, which came out to a little over $2,000.00. To say that I am livid and unsatisfied about the service I received is an understatement. The movers came out on 1/18/13 with TWO headboards and NO footboard. So instead of thinking I would be sleeping on anything other than the floor was silly of me. On top of the warehouse sending out the wrong equipment, the movers barely spoke English and were ridiculously incompetent.

Of course, after calling customer service I had to wait another couple days to have 1 headboard and 1 footboard sent out. THE SECOND DELIVERY consisted of another set of immigrants NOT having the hardware (the screws) to put the headboard together. THE THIRD TIME, they actually brought the headboard screws and assembled it, only to find out that the nightstand which was in the box the whole time (since the 1st delivery) was completely broken. The whole back was in pieces. THE FOURTH TIME was when I finally received all my furniture in proper order, which was 1/29/13.

The whole experience was the worst I've ever had. The customer service agents and managers offered a $100 credit after the second delivery, but after the 4th, I demanded more since I had to take off or come into work late. I was only compensated the delivery charge of $169.99 and that was supposed to be "sufficient" for a set that I spent over $2,000 dollars on!! On top of losing money from work, the customer service was atrocious. So rude and only told me what I wanted to hear (ie: We'll call you back in 24-48 hours and never did).

Between every delivery, it was such a hassle calling and waiting or being hung up on or promised that I'd be called back but wasn't. I was so foolish to think that Bob's was the better option because they were more affordable than most. I recommend possibly spending either the same amount or a bit more and going with Raymour and Flannigan or some other reputable furniture store. Please take my advice and stand clear of this HORRIBLE, HORRIBLE place.

     
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Customer Service Is as Cheap as Their Furniture
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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!!!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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 **. 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 Phyl'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 ** of ever getting them.

     
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Bob's Isn't Worth the Money You THINK You'll Save
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

WOBURN, MASSACHUSETTS -- I bought a living room set & bunk beds from Bob's. When the bunk beds were delivered we were told they don't have the stairs and we have to wait a few weeks. Weeks go by, no stairs, no call. We go to the store and they tell us the stairs won't be in for another 2 months. They couldn't have told us that before delivery? I ask "are you sure?" They said "no, we're not sure... we're out of stock on that item." I ask "can you get me some substitute stairs?" No, they don't do that. Can I get a replacement bed? "Nope, but we MIGHT be able to give you $20 off a FUTURE purchase."

We decide to return the bunk beds. We schedule a pick up and I request a 1/2 day from work because they were supposed to pick the beds up by 12. It's 12 - no truck. I leave and get a call that the delivery men have left. Interesting. We schedule a 2nd pick up. They tell us 10am... no delivery men, no call. WE CALL. They tell us between 1-4. We call at 5. We're told to wait until 7. After being on hold forever, the customer care line is closed and our call is disconnected. No delivery, and no call.

We reschedule again... leave work early for a 2-5 time slot. It's 4pm, so I call because I can feel the utter ridiculousness that's about to happen. I'm talking to the customer care representative and she says wait 30 more minutes because they're 20 minutes away. As soon as I hang up I receive another call and guess who??? It's a customer care representative telling me the truck is outside and they've called twice and can't get in. Seriously?? I'm outside on the phone with these people, and in a matter of seconds I'm told to wait 30 minutes AND the truck is outside?? Something isn't right.... Why can't the delivery men call me?

I call and wait forever on the hotline so another representative can disconnect me and then I have to start all over. Then I talk to **, my favorite... and he says there's nothing he can do but reschedule. I ask "hat about a promise that you'll pick my stuff up this time?" He says he can't guarantee that. How about I return everything because I no longer want to give you my money since you don't respect it? He says "I can't" and nothing else can be done. I now crown him the worst customer service representative ever. Thanks **.

Honestly, this customer service is the worst I've ever experienced! No wonder they have a C- with the Better Business Bureau. My mistake for being economical. All I can do now is go to the Woburn location and tell incoming customers about my experience. My fiance went last week and cleared out the store. We'll take turns until someone acts like they care.... or get this... pick up my returned items! I bet this wouldn't have happened at Jordan's.

     
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Bob's Discount Saga
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

TOTOWA, NEW JERSEY -- July 4th 2011 - Went to Totowa Bob's Discount Furniture & ordered a 4 piece living room set for my mother. It's to be delivered end of October; we give away my mother's living room set to flood victims. October 28th – Loveseat, chair and ottoman arrive but the delivery man says the sofa sleeper is in the truck with a BIG RIP on the arm. We go to the store and reorder the sofa sleeper, but can't get it for another 4 months. No sofa sleeper for my mother's relatives for Christmas. January 28th, 2012 - Sofa is “delivered” in the WRONG COLOR - dark brown, our set is white.

We go back to the store to reorder the sofa, store manager tells us the set is discontinued and we CANNOT GET THE SOFA ANYMORE. We call to set up a date for Bob's to pick up the rest of the set. Girl tells me “You have had those other pieces for 4 months, we cannot take them back.” We talk to a customer care supervisor, says they have now found my white sofa in a warehouse in CT and it will be delivered next week! Yippee! We get a call on Valentine's Day from the warehouse manager - IT'S THE DARK BROWN SOFA, the wrong color!!! They will pick up the rest of my furniture on Friday, February 17th and say I'll get all my money back in 48 hours.

Feb. 17th: The rest of the furniture is picked up. More than 48 hours pass, my money has not been deposited to my Visa account. Feb. 23rd, 11AM: I call customer service, they tell me I will get back $2486. My total bill was $3666!! Customer service girl could not figure out the computer screens, tells me I need to call the store. Still Feb. 23rd, 11:15 AM: I call the store, the girl tells me I'm only getting back $2486. Doesn't know the reason I can't get my $1200 back, says she will call the Accounting Department and call me back by 3PM.

Still Feb. 23rd, 3PM: she doesn't call, I call customer care supervisor; she tells me I still have sofa frame that's why I'm not getting the $1200 back (a sofa never was delivered into the house). AT THE SAME TIME the girl from the store calls me on my cell phone and tells me there's no proof I paid the $1200 deposit! Two different explanations & BOTH WRONG!! Still Feb. 23rd, 5PM: My husband goes to the store with the Visa statement and finally they agree we paid the $1200. After one week we finally get all the money back in our account. My 92 year old mother now has a single chair in her living room as we look for another set elsewhere.

I have 46 entries logged in my Bob's journal (I extremely condensed this). Forty of the entries are the phone calls which had me transferred, on hold, disconnected, and/or receiving useless information. Of all Bob's employees I spoke to, only 3 out of 10 at least acted like they cared. This has been without a doubt the most miserable/time-wasting shopping experience I ever had. I hope my mother lives long enough to enjoy a new living room set.

     
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Very Bad Quality, Not Great Customer Service!!!
By -

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 Bob's 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 button fell off leather kitchen chair, couch cushion flattened, box spring falls through bed rails, dresser drawer guide bent, 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 ** 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 ** 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 Bob's 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 **. 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 ** 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 ** 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 2:00PM 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 **. 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 ** or **, 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 ** 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.

UPDATE 10-10-2008: Well finally we had some competent delivery drivers, however someone at Bob's did not do their job once again. Nowhere on the driver's 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....

     
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Horrible Delivery Service
By -

FLUSHING, NEW YORK -- I purchased 3 rooms of furniture from Bob's Discount Furniture. The sales person was nice and patient. I was told all of my furniture would be available for my set delivery date which was early September. When the day came for delivery, the delivery men complained about the fact that they would have to go up some stairs and stated that they never do deliveries with stairs. I called the customer service right way and was told that this was not the case.

Furthermore when they began to open the packages of furniture there was significant damage to the products as well as part of my order was missing. It was one thing after another. I refused the whole order and rescheduled a redelivery for the following week. The next week comes..... This time the guys were nice, but still 2 items not loaded for delivery again. I was not told it was on back order. How long am I supposed to go without a bed already? And my queen sleeper sofa not available either. So again I had to schedule another redelivery for these items.

The third delivery was a complete mess. The delivery team came. Both rude and extremely nasty. When I told them they had to go around the back, they didn't like that, but it was not going to fit around the front. So then they get to the back both start complaining in Spanish that there was too much furniture and that it would be too much trouble before they even began to bring the sofa through the door. I moved furniture out of that was just to give them room so the could bring the sofa in. Then as they attempted to bring the sofa in that bent my screen on my storm door. When I told them to stop and call their supervisor immediately, that really pissed them off.

They then put the sofa on the dirt, the protective cover ripped and hanging halfway off. I told them I didn't want it any longer since it was dirty and bugs were starting to crawl on it. And then they walked back to their truck, so I called Bob's customer service to complain. On top of it all they drove away with my bed rails and never put my bed together. They complained that I was rude. The only thing I did was complain that they were damaging my property. I guess that was the wrong move.

Now I have a fourth delivery attempt scheduled. How many times do they need to get this right. I have had enough already. Bob's delivery guys are rude, lazy, and destructive! If they don't get it right this time I am going to take them to small claims court for damages and breach of contract. I wish I would have read the reviews for Bob's beforehand. If I had I would have never done business with them. Too many people complain about their customer service, delivery service, and the fact that they don't honor their goof proof insurance, which I purchased. I guess I will find out about that later.

     
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Horrific, Useless and Hostile Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ROCKVILLE, MARYLAND -- The saying proves right with Bob's discount furniture; You get what you pay for. I purchased a mattress and had it delivered today. When purchasing the mattress my girlfriend and I were told by the sales staff that the delivery fee we were paying was for delivery and haul away of our old mattress. We do not have a truck so having the haul away was a very important part of our decision to have it delivered. Upon arrival, the mattress was set up and then the movers informed us that the box spring was dirty and they could not take it and that the mattress was inside a plastic mattress cover so they could not take it. Upon removing the cover they said it too was dirty and they could not take it. I spoke with their supervisor and it was explained to me that I paid for delivery only and that haul away was strictly a courtesy and could be denied for any reason. No apology was given for their actions and that there was no way they could refund all or part of my delivery fee. I requested to speak with her supervisor and upon speaking with the supervisor's supervisor they refused to so much as apologize for their sales team deceiving my girlfriend and I when we purchased the delivery service, much less, provide any restitution so that I can rent a truck to dispose of my mattress. I remained parked in front of their delivery truck while on the phone with them and was told that they were contacting the POLICE because I would not move my vehicle from my own driveway. The staff at Bob's would rather waste the time of our law enforcement officers instead of simply refunding all or part of my delivery fee so that I could take care of, myself, what I paid them to take care of when I purchased my mattress. Upon requesting to talk to their public relations department or a supervisor I was told that there was nobody else that I could speak to and they ceased speaking to me.
In summary, Bob's may have discount furniture but when it comes to customer service, they are rude, do not care about the customer experience, will not stand behind the actions and words of their sales staff and are downright hostile by threatening to contact law enforcement.
This was my first and will most certainly be my last purchase from Bob's Discount Furniture, as I do not do business with companies that lie to you in order to make a sale.

     
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Do Not Shop Here
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MASSACHUSETTS -- I purchased about $2000 worth of furniture including a bed frame, mattress, sofa, and two dressers from Bob's in October 2012. I also purchased the "goof proof" protection plan on both the bed frame and the sofa. I'll start by talking about the bed.
About a year after I had bought the furniture my bed completely collapsed while I was sleeping in it. I was pretty upset seeing as the bed was only a year old and I called Bob's to fix it. They indeed came to fix it without too much hassle. About 7 months later the bed collapsed again in all the places that had previously been "fixed" plus some new areas. The bed was less than 2 years old, it should not have been falling apart. I called Bob's again but this time they told me that I was not eligible for the goof proof protection because it seemed like my bed had manufacturing issues, even though they had come to fix it the first time for the same reasons. After getting hung up and calling back a few times they finally transferred me to manufacturing, where I was told that they would also not fix it because the 1 year warranty had already expired. They did offer to send some one out to look at it..in 3 weeks. So basically expected to sleep in a completely broken bed for 3 weeks until they came in person to tell me they couldn't fix it. I ended up just tossing the entire bed and bought a quality one from a competing store.
On to the couch. Within a month of getting the couch, two of the cushion zippers broke. Throughout the time I have had the couch its seams have split in several places. I also have pets that have caused some stains on the couch. Once again I called Bob's because all of these problems are covered under my goof proof plan. After explaining the situation several times I was placed on hold for 28 minutes. When the customer service representative "Bill" returned he told me that would not fix any of the problems I was having because I did not call them every time something had happened and that I had originally tried to repair the splits myself. I was furious. I had paid a good amount of money for this extra "protection" and they have basically refused to honor any request that I have had.
Bottom line...shop some where else. Some where with quality furniture and helpful customer service. I will never again give a dime of my money to Bob's cheap furniture outlet and I suggest that any one else looking to buy furniture do the same.

     
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Terrible, Don't Buy From Them
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

NORTHEAST PHILADELPHIA, PENNSYLVANIA -- The sales person was great. Unfortunately, it was downhill from there. The living room set I bought was a special order, so I waited a month, which was fine. They finally set up delivery for my sofa, loveseat, and ottoman. They brought the right sofa, but the other pieces were the wrong color. Stuff happens, I know, so I was willing to give it another chance. While they were there, the delivery people got customer service on the phone and customer service agreed to deliver 2 days later after 3:00.

The next day I got a robocall saying they would be there between 11-3. I called to remind them that they said they'd come after 3:00, but was told they couldn't make any guarantees about delivery times. I got a little fussy so the customer service person said she would try to find a good delivery time for me and put me on hold for 32 minutes. She came back and said it would have to be the next weekend. The next weekend I had to be out of my town but my husband kindly agreed to put off going to his brother's to wait for the furniture. They brought the loveseat, but not the ottoman.

When I got back in town I called customer service. The prompts and such are very convoluted and I could never get anyone on the phone, so I finally went into the store and talked to a manager. Over the next month I talked to 3 different managers, one of whom called me "sweetie" and one who thanked me for being such a "lady" for not freaking out over the fact I had to talk to 3 different managers to get any response whatsoever. Finally, manager #3 managed to get the thing reordered and delivery was set up, They came today without calling first and brought the wrong color ottoman.

I will be receiving my refund via check within 10-14 days. Or so I hope. They'll probably send the wrong amount sometime next month... Moral of the story, don't shop at Bob's. The free ice cream just isn't worth it.

     
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