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.
SOUTHINGTON, CONNECTICUT -- My fiancé and I ordered the Kenzo Bar Cabinet online with goof proof protection. The total with tax and the protection plan was $520.03. The cabinet arrived defective (the cabinet doors visibly did not align-- it did not look like we expected based on the store model). The delivery team said that we should accept delivery and have a service technician come out to take a look and we complied with these directions. The service technician came out and told us that there was nothing that he could do and that we needed to have a new cabinet delivered at which time they would pick up the defective cabinet.
We awaited a call but did not hear back so, while shopping at Bob's again and scheduling a delivery for our new purchase, we asked the sales person whether we could also schedule a delivery for the new cabinet. He did not know what we were talking about and could not find anything about it in our records so he put us in touch with customer care via the hotline in the Bob's store. We learned from customer care that the service technician had noted that he corrected the issue and that the cabinet was up to standards, and even that supposedly there was some sort of picture on file.
We were angered by this because the service technician, having spent all of five minutes assessing the problem, did absolutely nothing. Worse yet, customer care gave us a hard time. The person on the phone said that they would have to ask their manager about sending out a second technician, and then after putting us on hold for some time, said that the manager refused the request. Angered, we asked to speak to the manager (named Shana). We explained our situation (again) and were instructed to submit a series of photos to document what we were describing, which we did. Even after all this hassle and inconvenience our problem was not resolved.
We sent a follow-up e-mail and called to check in on the status of our matter, and, in the end, were told that a 1/8 inch difference in the cabinet doors is considered as still up to standards. They would not replace the cabinet and instead notified us that we have a credit of $477.50 ($42.53 less than we paid) to use within a two month period, and that once we use the credit to get something they will come take the defective cabinet back. This is absolutely some of the worst service we have experienced, which is really a shame because many of the salespeople are very helpful and the furniture looks nice in the stores.
I do would not recommend Bob's Discount Furniture because it is unacceptable that after paying for 'goof proof protection' and delivery charges, a defective product is delivered and nothing can be done about it. We have wasted much time and energy for a very poor outcome.
WILMINGTON, DELAWARE -- Back in December 2015 I purchased a king size storage bed at the Wilmington, DE location. Not even a month later the bed broke. The frame that the wooden slates were on cracked and the boards were sloping down causing the mattress to sink; unable to sleep on the bed. When they came out they told us that it was put together incorrectly, poorly and it looked rushed.
In March the bed broke AGAIN!! The same piece on the opposite side of the bed this time! They came out and the person told me "The adhesive is not compatible with the wood..." Then why are you using it?!? A week later the bed broke for the THIRD time!! SAME PIECE IN THE SAME SPOT!!! Mind you, I'm still continuing to make payments on a BROKEN bed!!
I called customer service and was very upset and felt like this has been a big inconvenience to me in the last 3 months! I went to the store the next day and the manager came out and was trying to sell me another storage bed, EVEN THE SAME ONE THAT KEPT BREAKING!! I had to basically use the credit from the original bed that I no longer wanted because they didn't want to give me my money back! I ended up having to get a non-storage bed and get a bed that I forced myself to like because the beds were not what I wanted!
I also went over to the showroom floor bed of the one I originally had and to my surprise when I lifted the mattress THAT BED WAS BROKE TOO!!! The manager told me that I could get a metal frame placed into the BED FRAME of the bed I picked out so I would feel comfortable not having the wooden slates going across the bed...
They literally just came out today 3/29/16 while I'm at work and they tell my boyfriend that the metal frame does not fit! I had to now sacrifice the rails and the footboard that I was originally told, BY THE STORE MANAGER, were going to be fine with the metal frame I purchased!! WRONG!!! I FEEL CHEATED AND I FEEL LIED TO!
I WILL NEVER SHOP AT BOB'S EVER AGAIN!! And I would never recommend this company to anyone!!! And to be clear, I still have to make payments... No compensation for the time I had to sacrifice for all the times they came out on my days off! Or for me having to spend almost 2 hours in the store to find a bed that I had to settle for! Very, very unhappy customer!!!
WORCESTER, MASSACHUSETTS -- We were sent damaged furniture twice, and the "supplier" did not have the piece that we looked at in the showroom and delivered a different version, twice. They hang up on you after keeping you on hold for 20-30 minutes. This is after the salesman had called their customer service and handed me the phone WHILE IN THE STORE, then say they have been having phone issues.This happened several times, same thing over and over, "let me look into that" on hold for 10-20 minutes, then they hung up.
Delivery driver told us that he could not take back damaged furniture and found later that this was a flat out lie. We got tired of them and had them pick up everything and give us a refund. Guess what, they say that they get to keep warranty and delivery fees? So basically, this store wants you to pay hundreds of dollars to give you damaged furniture and then take back that damaged furniture.This was after we had this in our house for only a couple of weeks, and only that long because we kept having to have them deliver pieces that were not damaged (but were).
Customer care tells me I am entitled to refund and will get ALL of my money back. They lied. They then tell 2 or 3 times that are starting the process to get me the rest of my refund and will call me. No phone calls or contact at all, so I call back and NOW they are really going to start the process, only I don't get all my money back, on the phone for an hour and finally get told okay, "we will give a full refund, someone will call you..." and rinse and repeat.
Someone needs to explain to me how it is legal for a store to lie to you, give you damaged merchandise at full prices not once but twice, and still get to keep hundreds of dollars of my money. What a rip off. Never buy from these people, ever...scam artist and will rip you off!
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.