PARAMUS, NEW JERSEY -- I purchased an armchair the other day from Bob's Discount in Paramus. What a horrible product. First, I had to assemble, which in itself was not a concern since chairs are usually easy enough to work with. But in this case the instructions were very difficult to read and after 2 grueling hours we were still unable to attach the arms and legs securely. It was clear that the wood pieces were warped.
Meanwhile, we had only purchased this because the store gave us a credit for another item we returned that had issues. And the reason we were given a credit, actually only a partial credit, and not a refund, was because they claim that the first product we bought could only be eligible for refund if we responded within 7 days (we weren't made aware of that). Do yourself a favor and stay away from Bob's Discount.
NORTH PLAINFIELD, NEW JERSEY -- Purchased a kitchen table and chairs in 2011. I had a stain on the table and called in for service under the Goof Proof service plan. I was told when I purchased the table that ALL issues were covered and since it was a kitchen table it would be best to get it. I called in for service recently and was told since I cleaned the KITCHEN table with water and a mild dish soap they could not honor the claim and the warranty was now void. I asked if not water what was I to clean a kitchen table with.
I was advised it was not an approved cleaner. Bottom line you get what you pay for. The quality is sub-par at best and their practices for getting you to purchase their Goof Proof plan are deceptive. STAY AWAY from BOB's Discount Furniture!!!
FAIRFAX, NEW YORK -- I would give them less than a 1 star if I could. I requested breakfast with Bob's with guaranteed delivery by 9 am. They overbooked this service and then received a delivery time of 9:20 which continues to be pushed back to 10:34, and most likely will be pushed back later. In speaking with multiple customer service representatives, they were all unhelpful. They agreed that I did sign up for the guaranteed morning delivery but could not change that or compensate me for this error on their part. There is a large disconnect between the routing department and the company.
Also, they would only compensate you once, so if you have two different issues (your furniture delivered was not in good condition and they messed up your delivery). As a customer service company I believe they should correct those issues which they have not correctly delivered as promised. Also, the routing route only started at 8 (when the breakfast with Bobs starts at 6) thus their process of being on time and honoring those who signed up for an earlier time is not satisfied. This is the last time I will ever be ordering from Bob's. If you are looking for a reliable delivery and furniture I would recommend you to go to a different store.
RIVERHEAD, NEW YORK -- I purchased a mattress and when I wanted just to exchange it, I was told I had to wait 30 days. Then when I finally was able to do so, I was told I had to return to the store, in order to do this, where the salesman kept insisting I try multiple other mattresses. Then they assured me that the mattress would be delivered between 6:30 a.m. and 9:30 a.m., since my husband and I work. When I got a recorded voicemail with a different time and called the store, the manager told me they can't make that promise even though their salesman was the one who said it. Spend the extra money and go somewhere else.
WEST SPRINGFIELD, MASSACHUSETTS -- First time shopping at Bob's. Looking to buy bedroom set, dining room and TV stand. Started looking at bedrooms. Noticed that many didn't have slide rails on drawers. These were the less expensive ones. Salesperson came up to me and asked if I needed help. Explained to him that I wanted a bedroom set and that I wanted slides on the drawers. He looked at me and said the ones with the slides are the cheaper ones. Then why are they about $400 to $500 more than the other ones? He also said it all depends how rough you are with the furniture as how long it will last.
I asked him where the dining rooms are, he told me downstairs and walked away. I went downstairs to look at the sets and was there for over half an hour with no assistance. After waiting for a while, I left. Bob's need to train his sales personnel better so they know what they are selling and customer service. They just lost a $3000 sale. If they continue on this path they will be closing stores not opening them!
NORTH PLAINFIELD, NEW JERSEY -- STAY AWAY from this big fat liars!! We bought a recliner leather sofa on a Saturday, got the delivery the following Wednesday and by Friday we couldn't stand the back pain. So, we went back to the store to arrange the return. The staff stated we needed to call their customer service, so we did. We were told we could return this crap for a store refund only. So we are stuck with this terrible company. Not only we lost our money to this scammers, but now we have to settle for a low quality piece of furniture. Don't make the same mistake. Take your money somewhere else and DO NOT BUY FROM BOB'S!!!
NEW BRITAIN, CONNECTICUT -- I purchased a vanity desk in August 2013 for $300. The desk had a jewelry box built in and a lid that opened to the top. By January 2014, the lid became so nonaligned that the lid would not close. In attempting to close the lid, the left hinge broke through the desk. I called to report a warranty claim on February 3, 2014 and was told that they would replace the desk since the desk would not be serviceable. I was instructed to submit photos, and did so the same day.
After no response, I followed up to my warranty claim on March 15, 2014. The customer service representative dialed in an account manager as well and they "reviewed the photos." They told me that it appeared to be accidental damage and would therefore not be covered. I asked how a nonaligned desk could be accidental damage. As I live alone, I know the desk did not experience anything beyond the normal wear and tear.
I requested they send someone to investigate further as it would be immediately apparent that this was in fact caused by a manufacturer's defect and not accidental damage. They refused. After 5 minutes of arguing, it became apparent that they had no intention to remedy the situation. Now I am stuck with a $300 piece of trash that I have no use for. I am appalled by the lack of responsibility and customer service provided by Bob's. I will never shop there again.
SOUTHINGTON, CONNECTICUT -- I purchased a Section in 2009. At the time I had 2 children and 2 dogs I specifically asked what the Goof Plan covered to make sure it would covered my lifestyle. After 4 years of having the couch I went to submit a claim on the couch. It has a stain and a tear. They denied the claim due to it being from a PET. I specifically asked the salesman at the time of purchase "is pet damage covered." I was informed "yes it is, don't worry." The stain was denied due to it being accumulated stains. I have two kids, everything accumulates in a week or less.
I contacted Bob's right away and asked them to stand by their product. They told me there was nothing they could do. If I was interested in purchasing a new unit they would be happy to assist me! I am very disappointed in Bob's for lying in the beginning to make a sale and then in the end for not sticking by their warranty. I will not purchase from them again.
NEW JERSEY -- On, Sunday, December 15, 2013. My husband and I went to the Secaucus store to purchase a bed for our 7 and 4 year old sons and a mattress for our 14 year old son. Total spend $1000.00. BIG mistake. First they delivered everything but the hardware. I called customer care and spoke to Autumn, she was no help. Then I spoke to Michael and he was able to have my order for Friday December 20, however when they came they came with no bed, truck empty. Now children have to sleep on the floor for five days.
When I asked to speak to a supervisor I was told it well take 2 days for them to get back at me. So I ask for a refund that will take 5-7 days really. Worst of the worst. As a matter of fact, I am on the phone with Customer Care. A coworker overhears me and she had the same issues.
I paid in full. You have my money but I have no bed. Now it's Friday and I still have no bed. I called again and spoke to Karen, a manager (that was what I was told). The outcome of this phone call was that Monday December 23, 2013 I will have my bed. So guess what. This will be 3rd time I am taking off work due to the company negligence. I never thought I would be going through this 5 days before Christmas. They DO NOT CARE FOR THEIR CUSTOMERS.
CARLE PLACE, NEW YORK -- BUYER BEWARE! I bought a couch a year and a half ago, and purchased goof proof coverage, as I was told it would cover any wear and tear, or issues with the furniture, by the salesman. Well I had some fading on the couch, and thought okay goof proof will cover this.
I called Bob's, and was told nothing could be done!!! I spoke to Dori, Elizabeth, and John, and was told, they could not do anything for me, as the coverage does not cover fading. I paid almost $2,000 dollars for the couch including the goof proof, and was told "Nope, can't help you." The last phone conversation I had was with John, who offered me a $600 dollar store credit to buy a new couch at Bob's, which I feel is not satisfactory, as there is no couch at Bob's that cost $600 dollars, I would have to pay extra money to buy a new couch. Really???
That's the exact reason, I purchased goof proof to save myself from this predicament a year and a half later. I told John this would not work for me, let me speak to someone higher. He tells me "I will have Sean, our District Manager call you." Well that was 2 month ago, I have not heard from Sean, or any other person from Bob's.
I never write reviews on anything, but I am young professional with my first apartment, and I don't want this to happen to anyone else. I am highly disappointed. Please buy from reputable companies, who understand customer service and customer satisfaction. Bob's does not care one iota about their customers!!! Bob's Discount Furniture is horrible, BUYER BEWARE!!!