KING OF PRUSSIA, PENNSYLVANIA -- We bought a Chaise Lounge and the "goof proof" protection. The salesperson convinced us to use delivery ($40) instead of picking up the item in tax-free Delaware. On delivery day, the online delivery tracker kept changing its 1.5 hour window until it went beyond the 4 hour window we had gotten the night before. When the lounge was delivered, it was damaged. We called customer service and arranged for a redelivery and exchange for the earliest time - 5 days. On the second delivery day, again, the online tracker gave us faulty and changing information. When the lounge was delivered, the new one was damaged again.
We arranged for a third delivery, another 6 days out. The lounge arrived, again outside of the 4 hour window. This time, the lounge was not damaged, but had an odd asymmetry which we decided to live with. We wasted 3 days waiting for deliveries that were never "on time" or "on schedule." Bob's online tracker was a waste of time and the technology it uses just isn't ready, yet. The customer service, while friendly and always apologetic, never knew where the truck was or when we should expect it. We always got a different ETA each time we called.
After the first missed delivery and damaged product, we called customer service to discuss compensation. We were told they only discuss it once and only after the item is successfully delivered. Nevertheless, a couple account managers (1st level up in supervision) did work out partial elements of our compensation. On day one, we were told we would get our delivery money back (the $40). Today, after the third delivery of the non-damaged item and after three wasted days, we argued through layers of supervisors to no avail. At one point, we were told the (2nd level) supervisor was not in and would get back to us within 72 hours.
After some pressing, a 2nd level supervisor came to the phone. All they seem to be able to say is, Bob's does not refund money. We were very lucky to be offered our $40 back and a $50 store credit! We told them that after our experience, we would not be shopping at Bob's and that a "gift card" is really more money for them (what furniture is $50?).
To satisfy us and compensate us for lost time and aggravation, we would need more than just $40 back. We felt that 3 x $40 (one for each wasted day) and a refund on the goof-proof ($50) would suffice. We will never shop at Bob's Discount Furniture again and urge everyone else to be very wary of their delivery, their customer "service" and the quality of their furniture.
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.
MASSACHUSETTS -- I purchased about $2,000 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 someone 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 somewhere else. Somewhere 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 anyone else looking to buy furniture do the same.
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.
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!
WEST SPRINGFIELD, MASSACHUSETTS -- I purchased a leather sectional almost exactly two years ago. It never fit together properly, but we dealt with it. Now, the chaise part has a discoloration and two small tears. The middle section has a tear along a seam on the seat. We aren't sure how the rips happened, but they all appeared on the same day.
We called Bob's and they sent a technician to look at it. He said he couldn't fix it and it's not covered by the manufacturer. He said someone from the store would call us with next steps. Two weeks go by, no calls and the rips get worse. Finally I call and after sitting on hold for 45 minutes, I am told I need to speak to Guardian for the Goof Proof warranty we purchased. Another 30 minutes on hold and then, because we can't tell them exactly how it happened, they don't consider it accidental and won't cover it. Now I have a two-year-old, $2500 sofa that is garbage.
I will NEVER shop at Bob's again!!!! And I will tell everyone I know looking for furniture to stay far, far away. We were told that the Goof Proof warranty would cover everything when we bought it. Dog pees on it, it's covered! Your kid draws in it with marker. Covered! The padding goes on the arms. They will fix it! It rips and becomes useless? You bet! Don't believe it. It's a total load of crap and a total waste of money.
LAKE GROVE, NEW YORK -- Do not buy from Bob's Furniture!!! They do not stand behind their products at all. Their prices might be a little cheaper, but the quality is junk. The sofa we bought we also added the "GOOF PROOF." OMG what a scam!! Two years of light use on the sofa and the arm rest cracked while leaning over to get TV remote in the dark. Called Goof Proof (Guardian) and was told it was not covered at all because it was not a accident (REALLY). They lied to me and jerked me around for over a month telling me that they were trying to work out a resolution with Bob's. They never called me back so I called Goof Proof (Guardian). They said they never said that.
I finally called BOB'S and they sent out a "service tech". He stated it was normal wear and tear. Really? Only 2 years of light use. I have now filed a complaint with the BBB and called my credit card company who agrees with me 100%. They are going to dispute the whole bill. You have been warned. Spend a few more dollars and buy from a company that sells better furniture and stands behind it. BOB'S FURNITURE SELLS NOTHING BUT JUNK THAT THEY DO NOT STAND BEHIND. If you do buy from them you are buying at your own risk.
FAIRFAX, VIRGINIA -- I must say that the BOB's Discount Furniture at 13055A Lee Jackson Memorial Highway, Greenbriar Shopping Center Fairfax, VA 22033, has the worst manager (**) and front desk staff (**) I have ever encountered. I purchased several thousand dollars of furniture on a Friday and returned on Sunday to make another purchased only to have my deliver date changed with no explanation but to say the computer system will not let the employees go back and make changes. (What they really meant, was, we gave your furniture to someone else and want to give you an excuse that we think sounds good).
Bottom line, the manager and front desk staff do not care once they get your money and do not care if you walk out upset. PLEASE, DO NOT BUY FURNITURE FROM BOB's. The furniture is too expensive, cheap-looking and the staff will give you the runaround. If the staff and managers do not care about customer service, you know they won't care once they get your money!!!
PORTLAND, MAINE -- When attempting to order a dresser online from the store website the system indicated that I lived outside the delivery area and there was no alternate option for me to select. The system stopped processing the order at this point. I called the store to speak with a customer service representative named Kim, who told me that they no longer accepted store deliveries. I asked how someone is supposed to receive products from them if they do not deliver to a physical address and will not accept client pickup at the store. This conversation had plenty of attitude that came with it from her.
When she finally listened to what I was saying about a delivery/pickup issue she said they would accept in-store pickup. Finally! She said she was transferring me to someone who could assist me with my order. I was sent to Debbie who when I began to explain what I was trying to do, immediately told me that I could not pick items up at the store... here we go again... I tried to explain the situation to her, and I must say with some frustration on my part at this point, and she hung up one me. Great Customer Service!!!
I called back to speak with the store manager, Steve, who was very polite and helpful. He had Joey contact me who has processed my order without any hassle or attitude, and an in-store pickup. The manager indicated the delivery policy had been an issue on multiple occasions today and they realized that they needed to address the staff on the matter. Their computer ordering system needs attention and their customer service people need some better training on how to work with customers.
PARAMUS, NEW JERSEY -- Never sign up for Bob's Discount Furniture protection plan. When I bought my dining table the salesperson told me, “Anything happen to your furniture it will be covered.” One of my dining table chair leg broke and when I call them they said that “it is not covered” as breaking of chair leg is not an accident. It is completely fraud. This protection is complete waste of money. No matter whatever is the cause of damage of your furniture "Guardian" (Protection plan agency) will tell you that it is not accident so you are not covered. Never sign up for protection plan. It is completely fraud.