YOMKERS, NEW YORK -- I ordered a dining room table online form Bob's. I was told to call the store near my house and make arrangements for delivery. I called the store the very next day and scheduled a delivery for 1 week away. The store representative said that someone would call me the day before the delivery date to set up a time. The day before the delivery no one called. I called customer service the day of delivery and they explained to me that the representative at the store failed to remove the block on the delivery date and that I would not be getting my table on that day, but they could deliver it 5 days later. I tried to get them to waive the delivery fee because of their mess up. They would not even waive the fee. The customer service representative said " I am sorry we just can't do that". So I just cancelled the entire order and they just lost a customer for life.
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.
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!!!!
SECAUCUS, NEW JERSEY -- I have never been to a Bob's discount store until this past Saturday, I am looking for a dinning room set and seen a few that are truly nice looking and exactly the size I am looking for, the sales people truly nice, the showroom also very nice and yes the prices seem truly reasonable but after reviewing so many reviews from customers who have purchased from Bob's discount it seems that the bad surely out weighs the good, I can not imagine purchasing a complete dining room set and then not receiving it when I need it or have it defected within a short period of time and without any help from Bob's discount centers or there goof proof extended warranty, thank you all for writing your reviews, it has truly made up my mind not to purchase from Bob's now or ever and I will also let people know when the subject comes up about purchasing furniture.
YOUR REVIEWS I KNOW HAS HELPED ME AND MAKE MY DECISION ON THE PURCHASE. THANK YOU ALL AGAIN.
YONKERS, NEW YORK -- Bob should buy goof proof for his customer service and see how he likes it. Purchased a rocker recliner in 2009 for $573 total including a 5 year goof proof. Called Bob's in 2012 for service. The padding appears to have disintegrated...poof! The mechanism squeaks badly when you rock in it and the stitching separated on the right arm. Bob's non-customer service people told me over the phone they would send a service person to try to fluff it back to life and fix the other things as well.
1st appt came and went with a days pay because I had to stay home and wait for him. no show for 2nd appt and the 3rd appointment he showed up. He was way outside the time parameters. He came in took a picture of the chair and literally in 20 secs he said "I can't do anything for this chair". He even suggested I could fix this myself. He showed me a stapled flap on the back of the chair and said you can c-u-t this and re stuff it.
I gave him the craziest look and said" why would I cut/destroy my own furniture?". Then he used my phone to provide proof he was at my location. He handed the phone to me and said "they want to ask you some questions about the service". All I heard was a dial tone. He said "oh, they will probably call you back". Then he booked out the door.
Then they told me to call the goof proof # but don't tell them the damage happened a long time ago....tell them it is recent damage. I do customer service at my job so I can honestly say I don't know who to hold responsible since no one is stepping up. It appears to be an internal structure failure from the top down. That many things can't go wrong without management knowing about it. Don't they audit themselves or are they waiting for the class action settlement to kick in. I have no choice but to tell everyone I know to stay away from Bob's until they get their act together. The proof of goof is obvious with Bob's.
SOUTHINGTON, CONNECTICUT -- I called Bobs for the second time because my mattress is sinking, they came over today and said the mattress is bad but it has a juice stain on it and they can't take it back even though it is under warranty, I have to clean it first professionally, didn't have the goof proof but I had a 20 year warranty and if they are going to throw it away why does a stain matter? Once the stain is gone they will replace it. They were supposed to call me in 2 hours after the guy came and they never did. Handle fell off my dresser and they were supposed to send another one, that was 5 years ago, I am still waiting.
CARLE PLACE, NEW YORK -- This company needs to get the basis of customer service before they expect to be profitable or even go Mainstream. I purchase a whole house package from these "jokesters" and been having nothing but run around and issues since it was delivered. I received my delivery on 10/10/2011 and items were broken and re-fixed, reclining mechanism is damaged so it grinds when you attempt to recline, and bedroom set the finish is basically an espresso colored sticker that goes on the front and sides of the units. Trust me with Bobs you get what you pay for and 90% of Bobs products is shipped from CHINA and you all know the love and quality the Chinese put into there products.
Customer service gives the run around and they blame customers for issues that customer can't cause like bending a reclining mechanism. I do not play on my furniture or have parties or reckless individuals in my home and to be blamed for faulty and cheap parts was the last straw that made me want to submit a review. There's so much more that I want to say but I don't really think that anyone will follow-up with me. Just know this consumers "Do Not BUY BOBS FURNITURE" and "DO NOT BUY GOOF PROOF".
The company cannot even follow their own slogan "No tricks or Gimmicks just Pure value" Yeah Right...........They're the biggest tricksters in the Furniture business to date. They have a customer service line and a Guardsman Protection plan but you can purchase better made furniture from a Mom/Pop store right here in Brooklyn NY. They have all of the tools in play to seem like there a good company to buy from, Those tools are, A protection company that Big companies use like Raymour which is Guardsman, they have a customer service line and a website unlike the mom and pop stores, and also they have good-looking showrooms that is constantly being re arranged and updated to give a persona of "High Maintenance" and Sales reps, that wear suits, so you think that your dealing with professionals/or a professional business.
Once you ask anything on specs or dynamics Sales reps will grab a "Plaque" that has generic and basic info, only a few have some furniture knowledge and they came from accredited companies like Sleepy's, Raymour, and Thomasville. They're the Biggest Impostors and DO NOT BE FOOLED. I will never refer another person to purchase anything there ever again. Thank You BoBs Discount Furniture for exposing me to this new Epidemic that's going around and that's "Companies that Portray something that they are NOT, and Companies that focus on the psychology of Sales and not the products.... I'm on to you Guy's and I will expose you...........
NASHUA, NEW HAMPSHIRE -- Went to Bob's on March 10th to order some recliners. Was told that if I purchased the floor model color, I'd get them right away because they just needed to be shipped over from the warehouse & not actually made. I placed the order & made payment in full even though the so called "locked in" delivery date of April 7th wasn't so right away after all. Went to the Nashua store the next day to buy some tables to go with the chairs & was assured I could pick them up on Saturday the following week at the ditribution center in Nashua & there was no need to call to confirm. Took my rental truck over to pick up the tables. Stood there for over a half an hour & watched them load & unload two trucks with the wrong stuff. Also heard them call another customer & tell him to drive all the way back to return the chairs he took home because they belong to the other customer that was waiting there to pick them up. It took them 45 minutes to tell me the tables weren't there so I told them to just deliver them with the recliners free of charge on April 7th. I was told they couldn't do that & I'd have to go talk to a Manager at the Nashua store. Drove over to the store & spoke to a Manager who assured me that he would get the tables delivered at no additional cost as requested. Even received a confirmation call the same day. Next call comes in the Monday before expected delivery day & I'm told that the recliners won't be available until the end of the month & the tables aren't even scheduled for delivery. At this point, I have no choice but to cancel the order. A week later and another visit to the store after speaking to yet another useless Manager & I'm still waiting for my $2000 to be credited back to my charge card. No attempt toward customer satisfaction was made. I asked if I could send a bill for my time & rental truck expense loss & I was told no & "sorry about that, I guess we really screwed up!" Your time and aggravation is worth far more than the reduced price at Bob's. The unfortunate reality is, it's really BOOB'S Discount Furniture! I'd NEVER recommend them & suggest not wasting your valuable time attempting to do business with them.
BAYSIDE, NEW YORK -- 13 months into experience the experience the section I sit on (I am 180 lbs) lost its support and flattened out. Call for goof proof, not covered. This is a manufacturer problem. Complained section inspection agent agreed that the section was epdefective and said replace, Bobs said no but after a fight we got a nespw section. My wife's section, she is 96 lbs, is now giving out. 20 months old. My replacement is starting to sink. This is pure junk. There are no bargains and this is the living proof. Seating is also low and not comfortable. Do yourself a favor save for another year and buy real furniture.