BELLINGHAM, MASSACHUSETTS -- Bought two sofas and big chair three years ago. Was talked into getting extended warranty and Goof Proof for all items since we had dogs. Was told all damage to couches would be covered with purchasing these extended warranties and the fabric goof proofing. So the other day when cleaning the couch we noticed a stain from one of the dogs licking it and also a coil popped up through the cushions. Also noticed that the couch had lost its firmness and everything was sagging. We called Bob's and they sent a service man out.
The man opened up the back of the couch and stuffed more padding in and said he would have to contact the shop to order the part to repair the wire that had broken and popped up tearing couch. Once he was finished he asked to borrow my phone and call the shop. He packed up all his stuff and then called. After a few minutes he handed me the phone and said they wanted to talk to me. They asked me a few questions that took about 3 min. Long enough for the service tech to put his stuff in his car and leave.
Then the woman on the other line says that the issue with the wires was not covered. I asked how that could be since we bought the extended warranty. She said this was a manufacturers defect and since my couch model was no longer being made they were not going to be able to find a part. And even if they did they wouldn't be covering it because it wasn't covered under the warranty. I asked what did I buy the extension for then and they had no answer.
I then asked as far as the stain goes and they referred me to Goof Proof. We contacted them and they said since we couldn't tell them exactly when the "accident" occurred that they would not cover it. An accumulation of dog licks was not covered. Bob's and all the policies they try to sell are a joke. I would have been better off if I jumped on the couch and snapped the frame and called it an accident. Honest people get swindled with the sales pitch of "don't worry whatever your dogs do is covered". A big load of crap. Will never buy from Bob's again. And to think they charged us over $300 to cover the 4 pieces and none of it is covered. Bob's = Scam!
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 ** 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's 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's 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.
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.
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.
POUGHKEEPSIE, NEW YORK -- I just purchase a bedroom set for my son and I was so excited waiting for my son to see it. Delivery day came in and when the guys are leaving I notice that the bed wasn't in the room, the delivery guy didn't know where it was so I call Bob's store and they told me that the bed was in back order and that if I wanted the delivery guys can take all the items back since they didn't have the bed. What a joke lady, I just took a day off from work to wait for a delivery that never came in completely and had to miss another day from work to finally get the bed and another thing, the storage drawers where broken both delivery days.
If they would have called me before the first delivery and explained to me that one of the items was in back order I would have waited until all the items were together to set a delivery day. So instead I missed two days out of work and still didn't get all my pieces and the best part is their customer services.. seriously, and quote "we can take all the items back to the store and reimburse you." Get a clue lady.
I already donated my old son's bedroom set, so what am I supposed to do? Return everything and have my son sleep in the floor, why not take responsibility of your bad customer services and admit that you should have call me in advance letting me know that one of the items were not in and not me finding out by the delivery guy. Oh and the best for last, the apology gift of $50 to a Bob's store, who the hell want to buy from there again? Not me, not ever.
I'm always improving and buying new furniture and this time I just wanted to save couple of dollars but man I was wrong, at the end I spend more money and lots of aggravation. I would never buy anything else from there again. The furniture is made with cheap material, it doesn't even look like in the store.. but the worst of all was their bad customer services. What can I say to myself, live and learn.
BROOKLYN, NEW YORK -- Frankly, I can't believe that I'm reading such horrible reviews about this organization and the furniture and the quality of their customer service and delivery. On two occasions, I have bought furniture and mattresses from their stores.
In the first instance, I purchased a bedroom set for my daughter and a mattress and a box spring. The saleswoman was very helpful, worked to set a suitable delivery date, the salespeople in the store did not pounce all over us the minute we walked in. The set came in exactly at the day and time promised, the delivery people set up the bedroom quickly and were also very courteous. We've had the set for two years now, no problems either with the furniture itself, or the mattress or box spring.
My second purchase was made online, the Branson Pub dining room set. Seconds after I placed the order online, I received a phone call from a customer representative who carefully and (again) courteously walked me through delivery date, time, etc. He also immediately emailed me a confirmation of my order. Again, the set was delivered day and time promised, delivery people were also courteous and efficient in setting up the set. No problems with dining room set, have had it for three months now.
Would I deal with Bob's again, should the need to buy furniture arise in the future. Yes, I would, and I would recommend Bob's to anyone in light of my positive experiences.
AVON, MASSACHUSETTS -- I purchased a black, leather sofa and loveseat from Bob's Discount Furniture store in Avon, MA. After 2 years this leather starts crumbling and peeling. I did not buy a protection plan, good because they don't cover this under their plan. I called them and they told me that the manufacture company is giving only one year warranty. I feel ripped off. I spent 1200 dollars and after 2 years I have a piece of garbage in my living room.
Don't let those cheesy commercials fool you! There is no quality and is very bad. A week later, I bought a black leather chair from Cardi's and after 2 years looks like brand new. I think it is time for The Boston Attorney to take a closer look at Bob's practice. I found that they sell "peeling" sofas in 2010, 11,and 12. It is time to finish this nightmare. Why they are still in business?
CONNECTICUT -- First I would like to say that I work in customer service and know how hard it is to satisfy customers. The salesman was great, thorough and energetic but not over selling their product. The ladies at the desk were very pleasant and accommodating. I paid just over 4 thousand in cash for the furniture that we chose. The problem was with the delivery and not the delivery workers they were great. In and out. We were given a three hour window 2:30 pm -5:30 pm (no problem). After not receiving a phone call 1 hour ahead as promised we called to check the status at 4:30 pm. We were told the truck had problems and was running late - (No problem) things happen.
At 6:30pm we called again and spoke to the same representative - same story should be there shortly. Finally arrived at 8:30pm three hours late as we were leaving new house. Waited from 2:00pm to 8:30 pm for delivery. UNACCEPTABLE COMMUNICATION between delivery truck and customer service and information given to waiting customer. Intentionally misled as to status of delivery by customer service on 800 number. Pathetic. NEVER AGAIN.
Purchased a Twin XL mattress in March 2011 for my daughter. It came with a protective cover and was in her room which is above ground, dry and clean. I was recently cleaning her room and removed the cover, flipped the mattress to thoroughly vacuum and to my horror the underside of the mattress was completely covered in mold. Bob's won't stand behind the product and has been passing the buck trying to Dodge the warranty. I am left with a moldy mattress which my daughter can't even be in the same room with because of her allergies (no wonder the poor kid has been so sick!) I am also left wondering if I should just go purchase a different mattress and just parade this darned one from one Bob's store to the next to impact their sales. (I probably won't but it sure does feel fantastic to even think about it.) My advice is just avoid this situation for yourself and don't purchase a mattress from Bob's.
NEW YORK -- I purchase a dining room set From BOB'S Furniture. Three month after having the dinning set I spilled air freshener on the table, I went to get some toils to clean it I took about 6 to 8 minute to get the toils, when I got to the table to clean it I removed the spill and the paint from the table. I paid $1,700.00 thinking that I bought good quality furniture how can a spill of air freshener can damage or stain a table. I have some cheap table in the house that has been to through worse and they look like new.
I call BOB'S and they send someone to look, He came late looked at it call the company with my phone gave me the phone so I could speak with someone and he walked away and did not come back. The person that I spook with only said I'm sorry you are not cover. $1,700.00 table with a big stain.
SAUGUS, MASSACHUSETTS -- I purchased a bedroom set and living room set from Bob's. I received damaged couches and pieces missing from bedroom set. Mattress doesn't fit right on the bed. I told the delivery guys about the ripped couches on both love seat and couch, they were high on drugs(I have a family member that is addicted and know when I see someone is not okay) and were really not professional. They delivered again damaged couches and these men were throwing pillows around the living room and when removing the couch didn't even care I was right behind them knowing I was there and didn't ask me to be careful and I was so upset about this. They hit the wall and didn't care at all what happened to the furniture. It was the worst experience!! Bobs needs to be aware who he has working for him and do a little more homework on the kind of people he has representing his company! Never again and I will let everyone I know its not worth saving a few bucks at all!!!!