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.
After you pay them you will not be able to reach anyone anywhere in the company again. The emails you send will never be answered. The corporate phone lines are all automated with no real people to talk to. You are left in the wind. You will not know if you are getting your order or when.
MASSACHUSETTS -- Do NOT sign up for promotional financing through Bob's Furniture with Wells Fargo. If you get 12 months interest free and have a balance at the 12th month, they change interest back to day 1. Had a balance of $523 and charged $546 in interest. Total Rip Off. Wells Fargo is the worst bank ever!!!
POUGKEEPSIE, NEW YORK -- Salesperson SHERRI-LYNN ** did a great job greeting me at the door and showed me the products I was looking for. She knew all about the products and was very pleasant and professional at her job. Did not rush or pressure me about my perches, got finance and delivery set up fast and to my liking, great salesmanship.
WYOMISSING, PENNSYLVANIA -- I purchased a sleeper sofa 9 months ago. From the day it was delivered, the sofa sagged on the right side. The support cable, on the right side, broke after using the sleeper mechanism 5 times. Even though there is a 1 year warranty, Bob's "experts" claim this is not a manufacturer defect. The sleeper sofa is in our basement and gets VERY light use. Do not buy anything from Bob's, as their quality is poor, and their warranty is worthless.
PARAMUS, NEW JERSEY -- This has to be the worst furniture store ever. Their merchandise is crap. Their customer is even worst. I had to return a couch three times because they all came damaged. Their customer service dept. has no clue what they are doing. Please pass this along to everyone you know.
NORTH PLAINFIELD, NEW JERSEY -- Saleswoman Ms. Patricia ** was the absolute best salesperson I ever met. Not pushy, gave us all the space we needed without any pressure and fast talk, answered any questions and concerns we had. She displayed outstanding professionalism, excellent customer service skills in addition to extensive experience and patience. We are extremely happy with our new Black Reclining Discovery Sofa and our new Marble top computer desk. Thank you, keep up the great work!!!
NESCONSET, NEW YORK -- I see many complaints here about Bob's furniture, delivery and customer service so I felt compelled to give my positive review figuring that people only post reviews when they have a bad experience, but not the good. I bought a couch and a king sized Bobby Bear bed with euro top (which I've also seen several complaints about). The salesman I dealt with was very friendly, patient and helpful. After putting my order through I even changed my mind on which couch I wanted before even leaving the store, and he gladly changed the order for me and I gave him the additional money because that couch was $200 more than my original choice.
The furniture was delivered the date it was promised and I had a car accident on my way to my new apartment to meet the delivery, so they even came back later the same day because I was not there for their first delivery attempt that morning due to the accident (as a side note, I was not hurt but my Mercedes was totaled, not a good start to my day). When the delivery guys arrived they were nice enough and although they seemed to move quickly, which made me nervous they would damage the furniture, they didn't cause any damage to the furniture or my new place, and in no time the furniture was inside.
Unfortunately, the one problem I did have was when they started to unwrap the couch, I noticed it was not the color I had ordered it in. I called the store while they waited and arranged for a new delivery of the correct color couch. The salesman said I could keep the wrong color couch for now and when they deliver the correct color couch, they will pick up the wrong couch at the same time. I thought that was cool because at least I still have a couch in the meantime. Other than that I didn't have any problem with Bob's furniture at all.
It is now almost 5 years later and although I have since moved and did have the furniture in storage for part of that time, I have been using the furniture for a total of around 3 1/2 years and I am still happy with both pieces. My Bobby Bear bed is still so comfy, and I believe the problem people are having with it being lumpy or sagging may have something to do with the frame, because I don't have mine on a frame, I have it on the floor with a dust ruffle on the box spring because I don't like my bed too high up and mine is still firm, no lumps and no sagging at all.
My couch is also still in good shape, no sagging and not falling apart and I have pets and fat friends who sit all over it! As far as the stories about the Goof proof insurance, I bought it too but that is a separate company which is an "insurance" company, and to me it just doesn't make sense that they would actually replace or repair anything for such a small amount of money, even damage done due to one's own fault such a long time after purchase and use.
If something seems too good to be true, that's probably because it is. Most insurance is rarely what it's sold as. I got it too but never really had reason to use it. Both of my choices have since been discontinued, and I feel lucky I got them when I did because I am still very happy with both.
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.