Bob's Discount Furniture - Page 2

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1.4 out of 5, based on 78 ratings and
183 reviews & complaints.

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Customer Service Is as Cheap as Their Furniture
Posted by on
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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At Your Service on 12/23/2012:
Frustrating to say the least. I'd go directly back to the store and see if I could get confirmation as to whether you had the coverage on that unit. Once they confirm you do, have them give you the information in writing and then call the insurance provider directly.

Extended warranties can be extremely helpful in many cases, but this is one reason I detest third party coverage.

Best of luck.
Bob Cares on 01/25/2013:
I'd be glad to assist. Please email your contact info to BobCares@MyBobs.com and we'll be in touch. Thanks, Eric
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Don't Believe What You Want To About Bob's Like I Did - Believe The Reviews!!!
Posted by on
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 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.
     
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onlooker on 07/05/2012:
If you used a credit card, please check with the company and follow up on the credit/dispute process that they have for the BOB's charges. You might have a problem on that end.
elsie doue on 08/23/2014:
I will never buy from bob furniture again
poor delivery system , always late,
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Bobs Isn't Worth the Money You THINK You'll Save
Posted by on
Rating: 1/51
WOBURN, MASSACHUSETTS -- 1 - I bought a living room set & bunk beds from BOBs. 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.

2 - 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.

3 - 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.

4 - 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?

5 - 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 Mike...my favorite...and he says there's nothing he can do but reschedule. I ask what 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 Mike.

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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trmn8r on 05/18/2012:
In #4, could it be they couldn't call because you were on the phone? Do you live in a place where delivery people have to call to gain access?

It sounds like an ordeal - they should be smart enough to not ship a customer a bunk bed without all the parts - that's insane.
Bob Cares on 05/23/2012:
I'd like to see if we can make this up to you. If you'd contact me at Bobcares@mybobs.com I'll be in touch shortly..Thanks, Eric.
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Bob's Discount Saga
Posted by on
Rating: 1/51
TOTOWA, NEW JERSEY -- 1. 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.
2. 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.
3. We go to the store and reorder the sofa sleeper, but can’t get it for another 4 months.
4. No sofa sleeper for my Mother’s relatives for Christmas.
5. January 28th, 2012 - Sofa is “delivered” in the WRONG COLOR -dark brown – our set is white.
6. 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.
7. 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.”
8. We talk to a Customer Care supervisor – says they have now found my white sofa in a ware house in CT and it will be delivered next week! Yippee!
9. 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.
10. Feb. 17th – The rest of the furniture is picked up.
11. More than 48 hours pass, my money has not been deposited to my Visa account.
12. Feb. 23rd.—11 A.M. - 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.
13. Still Feb. 23rd –11:15 A.M. -- 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 3 pm.
14. Still Feb. 23rd – 3 pm – 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!!
15. Still Feb. 23rd – 5 pm - My husband goes to the store with the Visa statement and finally they agree we paid the $1200.
16. After one week we finally get all the money back in our account.
17. 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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trmn8r on 03/23/2012:
That is quite a saga indeed.

Buying furniture is too often a problem. Damage in delivery is common, and it appears it isn't worth it to them to package it better.

It almost makes the case for dealing with a reputable company with a good reputation, but then the price jumps way up. It's a hard to win situtation. Good summary.
Bob Cares on 03/26/2012:
This is definitely not the customer experience we strive for here at Bob's. If you'd send us an email at Bobcares@mybobs.com, we would like to research this further to ensure a better future experience for all of our customers...Thanks, Eric
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Do Not Shop At Bob's Discount Furniture
Posted by on
PARAMUS, NEW JERSEY -- I had the worst experience with Bob's Discount Furniturethat lasted almost 2 months.

I ordered furniture for my new apartment. Bob's only delivers to the area I moved to on Friday's so I rescheduled my move to accommodate their schedule. When the furniture was delivered 80% of it was received damaged and could not be delivered.

So they were replacing the furniture and would not accommodate me the consumer so again they would only deliver it on Friday which meant another day off of work. I requested a morning delivery well in advance and again they advised that they had to deliver in the afternoon which meant a family member had to be there to accept the delivery because I could not be out od work that afternoon. They also told me that they could not redeliver the lamp that needed to be replaced because it comes from a different location but the broken lamp was delivered with the original furniture so why all of a sudden they could not redeliver the lamp made no sense, but they offered to ship it ups, the lamp never showed up and I called and was told that they shipped the lamp back to themselves in error but could not resend until they confirmed that I did not receive it. they were also supposed to send a new bed but did not they sent a tech to check the damage so he could report whether or not the bed should be replaced. After 2 weeks of waiting for notification regarding the bed I called again and was told the bed would be replaced and again they would only deliver on Friday so more time off of work At that time they agreed to refund the delivery fee and advised it would take 7 to 10 days to receive. Guess what no check. In the meantime they came to deliver the new bed and quess what it was damaged. I refused delivery of the headboard and requested a partial refund. At this time still no refund on the delivery fee so I actually went to the Store in Paramus NJ and was told that there was a hold on the 1st check but couldn't tell me why. They assured me the 2 checks would be issued but again I would have to wait 7-10 days. the first check finally showed up 2 weeks later but no refund check. Called again and was told the check was mailed on March 27th and it wasn't.

Called the store again and only when I threatened to contact the BBB, the news and anyone else that would listen did I finally get action.

The moral of the story is that Bob's only care's about money and how they can do things without any incovenience to Bob's. WHen I asked for a corporate phone number I was given a number and when you call the person who answers states that there is no one to talk to but that she would connect to BOB - really Bob and his secretary would get back to me. I am sure you guessed no one ever called back.

I would never do business with Bob's again. I would rather live or sit on a cardboard box.
     
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Anonymous on 04/12/2011:
Sounds like a nightmare. I hope that you still reported this to the bbb. Almost a year of headaches is ridiculous! Thank you for sharing.
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Rip Off Tire Company, Bad service and attitude
Posted by on
RIP OFF ALERT:
I went to puchase 4 new Goodyear tires at Bob's Discount tires on March 8,2011. I was told they had 4 Goodyear Wrangler
tires & the price would be $414.00 on the rim balanced & out the door. When I arrived at the business, I was greeted by Gene, the
manager. He proceeded to show me that he had only 3 tires in stock & that if I wanted to purchase 3 right now he would have the
other ones delivered the next day. I did so & returned the next day. He had ordered the wrong tires & said it would be an
additional day. I went to the Goodyear store on Ulmerton Ave. in Largo, Florida where I purchased the same tire as 2 of them that
I bought from Bob's. The Goodyear store was cheaper than Bob's for this tire. While they were changing the one tire out, I noticed
Bob's put 2 of the same tires on one side of my vehicle & had put a different tire on the other side. I called Bob's and spoke to
Gene to let him know they mismatched my tires. He was not very happy on the phone(as if I put the wrong tire on the vehicle for
him). I then went Back to Bob's on Saturday March 12, 2011. I had with me the cheaper quote from the Goodyear store I purchased my
1 tire from and a quote from Walmart for the same 3 tires as Bob's installed for me, but at a cheaper price than Bob's. When I got
to Bob's it was lunch time, and Gene was eating up front at his desk. I told him That I had 2 quotes for cheaper than he sold me
the 3 wrong tires for and would not only like the one tire changed out but a refund of the difference per his ad in the flier on
his desk. It read, "we beat anyone prices by 10%. When Gene started screaming at me with food flying out of his mouth, I asked him
to calm down and work with me. I also suggested instead of refunding me the difference, to put the right tire on my vehicle and
put the wrong tire on my spare. He did not stop yelling for a few minutes. His customers outside and his employees could hear him
from the waiting room. Food still flying out at me and yelling. He commanded me to back my truck up so he could change my G*d*m
tire. Then I asked what he was going to do about the 2 cheaper quotes I had received? Then more yelling and food flying at me,
while one of his employees,(Mike) was standing next to him shaking his head. Throughout all of this I did not raise my voice and I
offered several solutions. I hope the owner of this company, Goodyaer corp. and all others I will share this story with realize I
did the best I could as a consumer. I am no tire expert, but when the wrong tires are installed and you have 2, not 1 cheaper
quotes, with several solutions for the problem? I don't know what else to do. In today's tight economy is this the service we
should expect or for that matter, in any economy should we except that kind of service?



Sincerely ticked off,
U.S. Marine Corps Veteran
     
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Anonymous on 03/12/2011:
He wasn't yelling and screaming the day he sold the tires, was he? Probably not. Unfortunately, too many times in life, consumers are treated like royalty "before" the sale. Afterwords, they usually couldn't care less. The ones that do...those are the true customer service experts, and the ones to remember for all future purchases! Very good review!
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Horrible Delivery Service
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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 hen 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 there 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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CaptainSpaulding on 09/23/2010:
I have heard by more than one person that Bob's Discount Furniture delivery sucks!
momsey on 09/23/2010:
Great review. Thanks. We shopped at Bob's once, and we were so put off by the aggressive salesmen that we don't really want to go back and make a purchase.
pissed off @ bob's on 09/28/2010:
as an update bob's was supposed to bring the rest of my furniture today. they did not come, but did they tell me? no, I had to call to find out. they had no intentions of telling me that my furniture would not be delivered. and they changed the date without telling me, like I would know that they are rescheduling my furniture. bob's is garbage. don't buy from them, you will be left angry and feel spent after giving them numerous chances to get it right. they are horrible. not to mention the customer service rep named kristin said that they changed my date and then when I asked why she wouldn't tell me that my furniture was damaged, her supervisor told me that the reason they didn't deliver was due to damage. so when was I going to be informed? I am tired of giving them chances, going to file a complaint with whatever state agency I can. someone needs to do something about bob's crapcount furniture.
pissed off @ bob's on 10/08/2010:
as an update, bob's still sucks. they came the following Saturday to deliver my sofa and bed rails again. and again the items were damaged. so again I refused.... @ this point I was spent. I refused the furniture before it even came into my home. and demanded a refund from customer service and had to schedule for them to come pick up the rest of the bedroom furniture. there was no way that I would keep a set without the matching bed. and returned the loveseat too. I have had enough! they had the audacity to try an give me a store credit as if I would want to waste more time and money with bob's. I gave them 5 tries to get it right. I should have cancelled my order after the first time when all of the furniture arrived damaged and parts were missing. these people should be put out f business. don't buy from bob's you will regret it.
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Good Proof Warranty - No Gimmick Nonsense
Posted by on
Rating: 1/51
I bought a couch set a little over a year ago in Nov 2012. I was informed of the goof proof plan that would send someone over to fix any accidental stain or damage. In addition, the goof proof plus will have Bob's furniture or the insurance company replace the furniture one time with free delivery. I informed the agent I was leaving to another state and I was told that coverage is for anywhere within the USA.

It is not May of 2014 and I had a spill on the couch which was never cleaned as I was told it would be. I cleaned it myself with Bob's cleaning agent. My couch now has an accidental rip in it as well as scratches. I was told by the company that it is normal wear and tear and not accidental. A different agent said it should be covered by the insurance company but the insurance company claimed that it is a manufacturer's defect. Finally I report this to the Better Business Bureau and I get an email from Pam stating that they issued me an in house credit towards another couch which will be delivered for free. later she says she was unaware that I was outside their delivery zone and that I have to pay for the shipment or they can refund the cost of the goof proof. Basically, Bob sells you an extended warranty and when you need something replaced, they go back on their word and attempt to refund you the cost of the goof proof only. As of now, they have not fixed my issue and it has been a little over 2 weeks since I complained.

Stay away from Bob's furniture as they are full of gimmicks. So much for the phony slogan "No phony Gimmicks! Just pure value." This should have caused me to throw up a red flag and proceed with caution because Bob warns you against stores with phony gimmicks and they claim not to have any. Then what are talking furniture, catchy little jingles and animated figure heads if not pretty obvious gimmicks? In addition, Bob's biggest gimmick is saying he has no gimmick while he saturates you with gimmicks. As the saying goes, "if it seems too good to be true then it probably is too good to be true." Listen to Bob himself, or the animated version of him, and look out for phony gimmicks.
     
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Do Not Buy From Here!!!!
Posted by on
Rating: 1/51
WOOD BRIDGE, NEW JERSEY -- I purchased a dining set online, received confirmation email. I have verified the shipping address was correct and the billing address was correct. I received a call from Bob's to schedule a delivery date and time which was fine. I received a call that they were running early and asked if I would be able to take the delivery early. I said yes. Was waiting and received another call that they were outside. I look and no one is there.

They actually went to my billing address and said Oh well there is nothing we can do. I sent them the confirmation sent to me by them, showing the correct information (shipping was 10 minutes away). They told me I had to go to the store and correct the issue. I had no time to do that and took a day off work for this. I got absolutely nowhere after speaking to 1 manager through there delivery service that said there is nothing they can do and will transfer me to the store. The store manager said it was ridiculous and would make sure that I received my delivery and would call me back.... Never received a call, so I call her (Maureen for the Woodbridge store). She said I am working on it and will call you back..... Still nothing so I call again to find out that Maureen actually left and resolved nothing for me.

I spoke to someone else regarding delivery and they stated " the drivers have been released for the day" So no delivery. I asked to then be scheduled for this Sat. as it was not my error. They told me they would send in a request but can't guarantee anything, and I would receive a call within the hour to confirm my delivery. Again till this time (the next day) Still no phone call!!!!!!! Haven't even been offered a discount for the inconvenience and there mess up. I will never order from here again. Buyer BEWARE. Prepare yourself for a hassle and headache.
     
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CU on 08/21/2013:
If you can, use this as your excuse to get your money back. Otherwise, when it does get delivered, you're going to find out that Bob sells cheap because he only sells junk furniture.
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Terrible Delivery/Customer Service
Posted by on
Rating: 1/51
FALLS CHURCH, VIRGINIA -- We have experienced the worst delivery/customer service today. We have been scheduled to receive our sofa within 10:30am to 1:30pm time frame today. We have been home all morning, after taking the day off work, waiting for our delivery and assembly, for which we paid. We never received a call an hour ahead, saying that someone is on the way.

Around 11:09am, we received a call from a 1-800 line saying that the delivery team was at the apartments and was unable to access the freight elevator, and that the delivery people already left. We have never received any contact about delivery people being here, no one called us saying they spoke with somebody at the front desk about the freight elevator, and we never had anyone come upstairs (to the 4th floor) to our apartment. We have confirmed all of this with our apartment building's front desk. This is absolutely unacceptable. We believe that the delivery people never actually made an attempt to deliver the couch. Especially since the order included assembly, and they were simply too lazy to put together the order. How is it possible for them to be unable to deliver something when they actually do not contact the customer, when they never speak with the front desk about using the freight elevator, and when they do not even bother coming up to our apartment (once again, only 4th floor) to see that we are here and are able to resolve any delivery issue?

What is more appalling is that the delivery team would leave less than 5 minutes after attempting to deliver/assemble the order. This makes us believe that there was not much attempt at all to provide any semblance of adequate customer service. Bob’s Furniture’s delivery and customer service is appalling. We ended up canceling the order altogether. This was an extremely negative experience, and I believe that a complete lack of integrity is severely hurting their business or is a sign of a complete lack of business ethics. We would never recommend that company to any of our friends (which is a considerably large potential customer base) and obviously we wouldn't set a foot into their store again, even though we are planning on furnishing our new house in the upcoming year. I regret not going across the street to any other reputable furniture company - certainly, going to another retailer would have provided for a much better customer service, since any customer service at all is better than what we experienced today. We made an absolutely terrible choice in selecting Bob's Furniture, but we will never make the same mistake again. I'm sure everyone already knows this, but customer service is what can take business to the next level or bring it completely to ruin. Bob’s Furniture on the way to the bottom, if this is the standard for serving their customers and the overall business function of their company.
Company Response 08/16/2013:
I apologize. This certainly shouldn't have happened and we'd like to make it right for you. Please send the name, address and phone number associated with your account to BobCares@MyBobs.com and I'll be in touch. Thanks, Eric.
     
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