CARLS PLACE -- Purchased several pieces of furniture from Bob's. A Black Label Mattress, a home theater couch and a living room set. The mattress had to be replaced due to defective springs. The home theater couch has been replaced once and now is failing again. The service tech came out and confirmed "springs are bad, wood is cracked and the furniture is cheaply made." However Bob's has no record of it so they had to send another tech to look at it.
The second tech said "The springs are bad, it is leaning to the right, they are going to give you an option to replace springs but request a replacement. It is too far gone." Bob's called and asked me to purchase repair parts to fix it. I laughed and explained why would I pay to fix another couch from Bob's that will not last.
She told me Industry standards states it is allowed to sag 30% per year for normal wear and tear. I don't know about you but I do not normally replace a couch every three years. They are refusing to replace the couch or repair it for free even though I have the extended warranty that states it's covered.
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.
WOODBRIDGE, NEW JERSEY -- I have never left a review in my life but I am so angry I decided I just had to. Our couch ripped from our children wrestling and fooling around. We called the goof proof insurance and they told us it wasn't covered under the insurance. Children fooling around on the couch is misuse of the couch! The whole reason I got the insurance is because I have 4 young children! I guess my 3 sons and 3 year old daughter should sit on the couch and not move, that's really realistic!!! Don't bother buying anything from Bob's and if you do don't get the insurance! A really angry mom.
MANCHESTER, CONNECTICUT -- I bought a complete living room set for my home, I bought a sofa, two chairs and a three piece table set. When I first received the tables they were delivered damaged. The coffee table came dented and there were screws sticking out of the legs of the side tables. The screws actually scratched up my floor. It took them 3 months for me to get tables, and the only reason we got tables was because we had to go in and reorder new tables. The originals were on back order and they told me it could be another 2 months before I got the tables, but they sold them to us anyway.
Now less than two years later, the sofa I bought is falling apart. The couch has sunken in and collapsed and the arm is broken. There are no young children in my home and it was not abused. When you touch the right arm of the couch you can hear the wood cracking. The cushions can not be sat on because they are sunken in. It is almost like the foam or whatever is inside is decomposing. There are springs sticking out of the cushions as well. We no longer can sit on the couch.
I bought the goof proof and was told at purchase that is covers everything. They will repair it or replace the furniture if it can not be replaced. I went to Bob's stores and told them what was happening, and that I had goof proof. They told me it only covers small rips and stains, which is not what the salespeople tell you. They sell the goof proof as the ultimate additional coverage. The salesmen told me that it is additional manufacturer coverage, as well as it covers all additional stains and damage caused by anyone even pets and kids. So they told me that I should call Bob's.
I called them today and they told me that goof proof does not cover the quality and that Bob's only gives a one year warranty. There was nothing they were going to do. The couch is collapsing from poor quality and there is nothing I can do. They sent a Bob's technician to my home anyway, and the tech guy walked in and told us that this couch is crap, he has been on many calls about this couch and couches similar to it. I called Bob's and they said they can't help us that the warranty is up, call goof proof. They even told me what to say to get Guardian (Goof Proof Company) to come.
The guy came two months after my initial call, and the guy was at my home for 5 minutes, and also told me that this couch is garbage. He took pictures of the collapsed arm, and the cushions. He then told us "Good luck getting something done, Guardian will only cover small stains and burns and not manufacturer's defects." So essentially we are out of luck, we now have to buy another couch to replace the one I bought 1 1/2 years ago.
I was planning on buying a dining room and bedroom set from Bob's. Thank goodness that the couch fell apart and Bob's poor quality was shown to me before I dropped another 2500 at Bob's. I will go someplace else where I might spend more initially, but will not have to drop more money every 1 1/2 years to replace the cheap garbage I already bought. Update: As predicted, Goof proof will not do anything for my couch, and I am currently shopping for another couch. Bob's furniture is made to last 1 year, just to get past the manufacturer warranty. DO NOT BUY FROM BOB'S, and if you do DO NOT BUY THE GOOF PROOF, it is completely useless.
I'd like to help. Please email me at BobCares@MyBobs.com with the name, address and phone number associated with your account.
WORCESTER, MASSACHUSETTS -- On March 15th, 2008 I got married. The very next day, my new wife & I went to Bob's Discount Furniture for our first big purchase as a newly married couple. After meeting with a salesperson we rummaged around the selection of the beds & decided upon a "Bob-O-Pedic" adjustable bed. We tried both the plus & firm mattresses & bought the firm. The only issue was that it was back ordered & wouldn't be in until the first week of April 2008.
We got a call soon after with the news that one was available & would be delivered that week. When I spoke with the store I reminded them that they needed to call my cell phone & not the home number when the delivery people were on their way. These instructions were outlined on the invoice. A couple days later I just happened to be passing my home from a work errand to find the Bob's delivery truck at my house. (Why didn't they call me?) No matter, I was there & all was OK. I let them in. They took the old mattress & installed the new. They reminded me that it'd take a few hours for the mattress to soften up as it was cold that day.
That night we slept in our new bed. Or at least my wife did. I could not relax on the mattress. It seemed a lot firmer than the one in the showroom. I gave it a couple more days & after getting little sleep & a sore back we went back to Bob's to exchange it for a plush version as well as the non adjustable as neither of us used that feature. So April 10 of '08 we went back to Bob's & did the exchange. I tried & retried the plush & firm & decided that the plush was best. JUST in case, we went with a dual that has a plush & firm half.
They said, however, the king size was back ordered to May 20th. So we decided to wait for the new one to arrive & just keep the queen automatic until then. By this time I had started sleeping on the floor on a roll up spare mattress. Fast forward to May 13th 2008. I called customer service to see if the new king size was still going to be available on the 20th. She said "Oh we have those!" I said, "when were you going to call me to deliver it". Basically since I was in there the 20th, they were going to wait.
So I (again) double checked that they delivery people would do the one hour call ahead to my cell number & she read back the number I'd originally given. The next day, on the 14th of May, I got an automated call from "**" about a scheduled pickup on May 15th between 2:09 PM & 5:09 PM on my cell phone. "Yay" I thought, "they remembered!" No they didn't. On May 15th, 2008 I got a call from my neighbor saying that there was a Bob's Furniture truck at my house with people & mattress walking around. This was 2:11 pm. Since I work 15 minutes from home I left work & headed there. When I got there @ 2:28PM & the truck was gone.
I went inside & on my answering machine was a call from the Bob's delivery people telling me they were almost at my house. There was also a call from the Bob's warehouse saying that I'd need to reschedule. I called customer service was told that once the truck leave an address, it can't go back because it has other deliveries to make on time. When I pressed, she said she'd try to get the truck to go back since by this time it was only about 20 minutes away. When she got back she told me that the truck was already back at the depot & was done for the day.
I then asked her why I didn't get a call on my cellphone as was outlined in the instructions. She told me that that phone number wasn't anywhere on the invoice. "Then how is it Bob's called me yesterday at that number?" She didn't answer. So I spoke with her manager. She was even less helpful. I was more upset that they didn't call my cell than missing the delivery. But she promised that they'd be back tomorrow (May 16th) with the bed & would "absolutely" call my cell phone.
May 16th, 2008 12:25PM. I was at lunch with some co-workers & I thought, "I'll call the house just in case". I called & wouldn't you know, there was a message from the Bob's guys saying that they'd be at my house by 1PM. I left the restaurant early & got to my house at 12:58 and waited. And waited. And waited. At 1:30 I called customer service about the delivery time because for some reason the on-line customer tracking didn't work. The lady said they they had two more deliveries before mine & should be there soon. I waited until 1:45PM & I had to get back to work.
I left a post-it on my door saying that I waited until that time & to call my cell. I was half-way back when someone called from Bob's saying that they were at my house waiting for me. I asked why they were so late, "deliveries, you know?" No apology. But that's OK. I called my boss as I headed back to the house. I was pulling up then they were unloading. My new, $1400.00 mattresses were on the ground. I thought since they were in plastic, I'd be OK, right?
They brought them in & were struck dumb as they say the still un-retrieved queensize bed that they were supposed to pick up. So they left my new mattresses outside (did I mention it was starting to rain?) & brought the old mattress into the truck. They put the king size on the floor & I inquired about something, "Where's the frame?" So they called the depot & I heard over the Nextel that it was still on back order & then it was that I never ordered one with the bed. That part is true. I looked at the invoice & there was no frame there. However, one wasn't offered either. So my new bed is on the floor. Later that afternoon my wife calls, "This mattress is filthy!"
Indeed, there was wet grass stains & leaves & mud on the ends of the mattress, "probably from where they dropped it in the yard" I said. I was so elated to finally have the new bed I didn't even think to look at the mattress. But there were holes torn into the plastic letting them get in that condition. My wife called customer service about this & they basically did the same thing with me. Didn't listen, didn't really seem interested in helping, "we can get another mattress our there on Tuesday but there will be a delivery charge." My wife felt that unacceptable & felt that we shouldn't be responsible for a delivery charge for an abused item.
They told her that "they'd look into it & they'd call back". They did, a couple of hours later but all they did was move the delivery to Monday, but they'd only bring the delivery down to 50%. I personally don't think we should be responsible for the mis-handling of their delivery people. I also felt that their delivery persons weren't professional. One spent most of his time on his cell phone arguing with someone & quite frankly didn't fill me with confidence in my purchase.
The customer service people were an entirely different story. They were more interested in getting off the phone than actually helping us. They wouldn't listen & had the habit of talking over my wife. At one point told her to "calm down" when she started getting angry. In the future, I think I'll spend the extra money on a company who actually appreciates their customers. I myself work in the services field & I'd be looking for a new job if something like this happened. We'll never shop Bob's ever again.
BROOKFIELD, CONNECTICUT -- I bought a sofa from Bob's Furniture in Brookfield Connecticut. Not even a week of me having the sofa I noticed the sofa was starting to come apart in the back which started allowing the Staples in to pierce through and poke anyone who leans against it then the feet of the sofa keeps twisting causing your toes to bang against it if walking too close to the sofa and the worst part of all is my 1 year old daughter's head hands and feet constantly gets caught in between the huge, huge space where the cushions connect.
I called them several to see if my goof proof plan or warranty Could do something about it and all they did was tell me there was nothing they could do about it except send a guy to fix the back of the couch and even though he sewed it together it started to come apart again 2 days later. I'm going to contact my local news station after I contact their cooperation if nothing is done about this. My daughter already nearly broke her foot when she fall in the gap. Something need to be done before they end up with a lawsuit on their hands.
STATEN ISLAND, NEW YORK -- I've been a BoB's customer for many years and although I have had issues with damaged furniture, I have always had the furniture replaced or when the issue could not be fixed I would get a store credit to choose a different brand or item. I always get the goof proof policy on every item and BOB'S has always honored the policy. The thing with BOB'S is that you need to really check out what you're looking to purchase because they do sell some really flimsy furniture at cheap prices. That being said, they also sell some excellent furniture at great prices. The goof proof policy is the key.
As far as their customer care department goes I usually get satisfaction but did have an issue with the last bedroom set that l got. Some customer care reps are very inexperienced and I got the runaround but thanks to one great representative named Yvette, ID # **, The problem was fixed in one phone call. She was excellent!
My only gripe with BOB'S is that there is little or no quality control on inspecting the furniture prior to delivery and I have had to have quite a few items returned and exchanged due to factory damage or poor handling by their warehouse. That's something they have to work on. I've been dealing with the Woodbridge NJ store for over eight years and will continue to buy at BOB'S.