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.
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!
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.
MILFORD, CONNECTICUT -- Had two joey tables delivered twice, they arrived damaged twice. They delivered 3 pieces out of 5 of a bedroom set on the 1st delivery. Waited 3 weeks for the other 2 major pieces and they delivered them to the wrong address. Customer service is absolutely horrible. You have to start from scratch every time you talk to someone cause they have no idea, or don't want to know, what has gone on so far. They will send you from person to person. They are extremely unaccommodating.
Now they want us to wait another month for the other 2 bedroom pieces. They refuse to go back today to the wrong delivery address and deliver them to the correct address. Nothing like what BOB + THAT LADY in the commercials would have you believe. It's like dealing with the used car business of the 70's. They pass you from person to person. They are, again, nothing like the characters you see in the commercial. Even if I have to pay more I will never buy from them again. How much is a crying wife worth to you???
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.
FALLS CHURCH, VIRGINIA -- I would never purchase anything from Bob's. There were no greeters at the door. The store was disguised in their setup beautifully as quality furniture. Once you got to the customer service area in the back, there was this one customer service representative who lie about the number she called. The number was wrong, however she had this "I'm going to prove you wrong attitude" - never apologizing at all she cancelled the delivery order.
When my daughter spoke to her on the phone she says "You must be dreaming because you did tell me you had a family emergency", a lie. My son-in-law took off the day to make sure there were no problems. This is their Best customer service.
The furniture quality is of the cheapest wood. They must have used a tree that dead and they were hoping that the one root hid the fact that it was cheap wood furniture quality. The delivery date were cancelled three times by the warehouse due to the store not having the items in stock as they made it seem. They were missing items, the baby's bedrails, screws were falling out of the chairs.
The delivery method of what Bob's brag about on television is overrated. Your good name is all you have. What the Hell were you thinking Bob?! Your store should be boycotted. You are a dis-service to people looking for a bargain during these hard times. I would never refer this store to anyone. Customer service reps, store furniture and delivery needs to be addressed and other complaints need to be written to the corporate office and Better Business Bureau. And some people need to be fired. I think I've said enough!!!