STOUGHTON, MASSACHUSETTS -- Great initial service. Sales person knowledgeable and helpful and showroom spectacular!!! Unfortunately service downhill after purchase of merchandise. Upon delivery bed rails were mismatched and foot board lacquer peeling. Called and solution was for me to pay for the WRONG bed rails to be delivered back to them and in turn they send me the correct ones. Told it would take 5 days for redelivery. 5th day came, no delivery. Told they forgot to put them on the truck and that they changed my delivery date for that Friday. Asked why no one called customer service, had no response. Claimed I could get compensation for my disservice after I received my bed rails. Great. :)
When merchandise received called for compensation. Told they would give me a $50, yes $50 gift card to their store! Why would I want a gift card to a store that I just had poor service with?! Customer service agent had no answer. Agent was confused about their financing bank and how I would be credited my money. Unable to give me any confirmation that the $50 would be taken off of my account in lieu of sending me a gift card. I will NEVER buy anything from Bob's again. How is a $50 gift card compensating someone who spent almost $4000 in your establishment?! Ridiculous.
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.
SOUTHINGTON, CONNECTICUT -- I recently purchased a 6-piece sectional from Bob's in light brown suede. My fiance and I were hesitant with buying suede because we have a 2 yr old. We voiced our concern to the sales representative and he then introduced goof proof. After telling us all about goof proof we thought 'hey we can't go wrong.' The sales representative even gave examples like if our son took a crayon, pen or marker and drew all over the couch it would be covered or if his cup leaked and left a stain.
So we said 'well you can't go wrong. let's do it.' So we purchased the sectional which we found out was not in stock until the following month and we spent the extra $99 for goof proof... The couch ended up being delivered in almost 3 different deliveries they had kept saying that certain pieces were still not in... My fiance was frustrated at that point and we should have taken that as a sign to just cancel the whole order.
So about 2 months after have the couch one day my son gets his hands on a black marker and scribbles all over our storage ottoman and the wedge console to the couch.. My fiance was upset at the time and I wasn't so much. I was like 'hey I will just call goof proof. that's what we brought it for right...' It was a weekend and goof proof was closed so I used the cleaner that was given to us at Bob's which after scrubbing for quite a while got most of the marker out.
So a few days later I called goof proof. I was on the phone for about 20 minutes before anyone assisted me. I told the representative that I needed to file a claim. He asked what happened and what was damaged. I told him which pieces they were and that it had marker and pen and my son had drawn on the couch. The representative then tells me how many marks are on each piece. I thought he was joking but nope they want you to count each mark dots and all. After counting each mark line and dot on each piece he put me on a brief hold. Only to tell me when he returned that it was not covered due to marks greater than 6 inches and being excessive in markage.
I was speechless. I asked him why wasn't it covered, he said because it didn't happen at one time. I was like "were you here when it happened?" - "no.." I told him the pamphlet says it covers marker and pen. He then says "yes if it's an accident", how is a two year old scribbling on a couch not an accident. He said "it's more like if you sit down with a pen in your pocket or something and you mark the couch." When asked what does excessive mean he told me "because you said there are about 20 marks on the ottoman." I said "we'll yes but only because I counted dots."
I mean really I told them they were full of crap and said some other not so great words and then hung up on them. I knew it was too good to be true.. I will never buy that crap again. What a waste of money.. Don't buy goof proof no matter how good it sounds. That Bob's sales representative is full of crap.
I'd be glad to see what we can do to help out. Please send your contact info to BobCares@MyBobs.com and I'll be in touch. Thanks, Eric.
WAYNE, NEW JERSEY -- I went into the store and was helped by a representative name Mitch, he was truly a genuine guy, though he insisted several times that I purchase the delivery and setup for $100. I decided that I would pick it up at the Secaucus warehouse and put it up myself and save that extra $100. Mitch said that the table would be ready to be picked up in 2 weeks. At the warehouse, the guys loaded the set in my truck and told me to sign on this paper for having picked up the table. I signed.
After one week of bringing home the table, I had the time to put it together. On opening the box I realized that some pieces were black and others were brown. Also the paint on the top of the table was smudged. I called customer service. The representative said that she would have to send a technician out to my house to verify my complaint. This took another week for the tech to come to my house.
When he came, he was expecting to see the table mounted up. Since it was in the box, he refused to open the box to see the problems. I opened the box for him. He called customer service and made a report that the table has to be replaced. The representative asked to speak with me, she said that the table is in back order until May 09, delivery would be May 10. I asked for a refund because I could not wait that long. She said that they couldn't refund me because it has been more that 24 hours since I picked up the furniture.
She said that I was supposed to open the boxes in the warehouse and make sure all is well before taking it home. I told her that would have been impossible, how was I supposed to repack a table and 6 chairs back in the boxes to bring it home and bring it up to the second floor.
I had no choice but to wait to May 10. In the meantime, I went back to the store in Wayne, to verify that the table was indeed all black. As usual I was bombarded by a representative to help me. The rep's name is Arif, after telling him the issue at hand, he said that is what you will get for not paying for delivery and that this should teach me a lesson to always pay for delivery and service plans, whatever I buy. I asked him if I was wrong to pick it up myself and save $100. He said yes I get what I don't pay for. I asked him if he would pay for something that he could do himself and he said that it is better to pay.
I have no idea how a person working at a furniture store could afford all these service plans out there. The table in question was creating a problem, I had no space to walk around. I called up and asked them to come pick it up while I wait for the new one. The representative sent for it and also had the brown pieces replaced. On May 10, the guys brought the table, they refused to bring up the new table since their paperwork was saying that they have to pick up the old table and brown pieces before giving me the new table.
I have to say that I would never buy as much as a button at this store. Apart from the attitude from Arif, the customer service does not note the complaints on the account as is should. Please do not waste your time going to this store.
MONMOUTH JUNCTION, NJ, NEW JERSEY -- My fiance and I went to Bob's Furniture Store in Monmouth Junction, NJ. We were looking for bedroom furniture, consisting of a dresser and wooded bed frame, a mattress, a box spring and perhaps a computer desk and chair on 3/9/12. We were helped by the office manager, **, which she was able to find the furniture pieces to our liking. We specifically told customer service there, that we will have the bedroom furniture, mattress and box spring to be delivered on 3/16/12, while the computer desk and chair to be delivered at a later date. We needed time to have that specific room prepared for that computer desk and chair.
We received the items as promised on 3/16/12, but they also delivered the computer chair in that delivery against our instructions. Since we were so concerned about the bedroom furniture, we made sure those items were in working order before the delivery men left. Everything was fine with the bedroom furniture. Since the room was not ready for the computer chair and desk, we left the computer chair in our living room for the time being.
My fiance did notice about a week later that the black computer chair was defective. There was chipping on the front arms of the chair, a hairline crack in the back of the left arm, and the arm sawed off and sub standardly screwed in, which caused it not to be flushed with the back part of the chair. Since this chair was black, it was hard to see the defectiveness of the product. I called customer service to cancel the computer desk. If the chair is in this quality then, the desk will probably be in the same type of quality. My fiance then called customer service, and since we did not call within the three day window, they could not give us a refund.
A tech person must come out to determine that it is defective for us to receive any store credit. Two weeks later the tech came and told us that it is defective, but the arms can be replaced. We did not want it. What is the sense to have a computer chair without the desk? So we had a schedule a delivery man to pick up the chair on 4/11/12 to get the credit. While this was all going on, we advised customer service that we had a comfort issue with the mattress. We tried the Bobby Bear Euro top mattress in the store, and it felt fine, but unfortunately, it did not translate well in our home. I would wake up in utter back pain ever night for the first week.
Customer service advise us to call on the thirty first day to get an exchange. Since this would require another tech to come in to determine the defectiveness of the mattress probably in two weeks, we asked customer service to pick up the mattress. They said they can do it, but the delivery men must call them to get confirmation. They did, and speaking with a customer service, I was told to call the store to order a new mattress. I called later that afternoon, and was told by ** at the store that they do not have the mattress. I then called around 8:30 and they finally gave me credit for the mattress and chair.
Unfortunately, since I return the item, I must pay $39.95 delivery charge for the new mattress then the difference of the new mattress in the amount of $110.00. Being that it was late and I was tired from a long day at work, I put it on my credit card. I decided to speak with **, the sales representative that helped picked out the new mattress, the following morning due to all the aggravation that I went through. I wanted something for the inconvenience. He told me some bull that the price is already a discounted rate and Bob's does not give any refund. ** was boasting that the Bob's provides great quality at a great price.
He was saying that Bob's Furniture is the best and urged me to buy their stock, since they are going to expand down South. ** claims to be the disciple of Bob's. I was ready to hear in his next sentence, that Bob's will be parting the Red Sea next week for everyone to see. Please, **, stop the bs. Bob's is a store with horrible service and crappy furniture. I will never get anything at Bob's again.
FLUSHING, NEW YORK -- I purchased 3 rooms of furniture from Bob's Discount Furniture. The sales person was nice and patient. I was told all of my furniture would be available for my set delivery date which was early September. When the day came for delivery, the delivery men complained about the fact that they would have to go up some stairs and stated that they never do deliveries with stairs. I called the customer service right way and was told that this was not the case.
Furthermore when they began to open the packages of furniture there was significant damage to the products as well as part of my order was missing. It was one thing after another. I refused the whole order and rescheduled a redelivery for the following week. The next week comes..... This time the guys were nice, but still 2 items not loaded for delivery again. I was not told it was on back order. How long am I supposed to go without a bed already? And my queen sleeper sofa not available either. So again I had to schedule another redelivery for these items.
The third delivery was a complete mess. The delivery team came. Both rude and extremely nasty. When I told them they had to go around the back, they didn't like that, but it was not going to fit around the front. So then they get to the back both start complaining in Spanish that there was too much furniture and that it would be too much trouble before they even began to bring the sofa through the door. I moved furniture out of that was just to give them room so the could bring the sofa in. Then as they attempted to bring the sofa in that bent my screen on my storm door. When I told them to stop and call their supervisor immediately, that really pissed them off.
They then put the sofa on the dirt, the protective cover ripped and hanging halfway off. I told them I didn't want it any longer since it was dirty and bugs were starting to crawl on it. And then they walked back to their truck, so I called Bob's customer service to complain. On top of it all they drove away with my bed rails and never put my bed together. They complained that I was rude. The only thing I did was complain that they were damaging my property. I guess that was the wrong move.
Now I have a fourth delivery attempt scheduled. How many times do they need to get this right. I have had enough already. Bob's delivery guys are rude, lazy, and destructive! If they don't get it right this time I am going to take them to small claims court for damages and breach of contract. I wish I would have read the reviews for Bob's beforehand. If I had I would have never done business with them. Too many people complain about their customer service, delivery service, and the fact that they don't honor their goof proof insurance, which I purchased. I guess I will find out about that later.
LYNN, MASSACHUSETTS -- When we relocated to Lynn, MA we took a trip to several furniture stores in the area to see what they all had to offer. After looking at a couple stores we decided to go with Bob's Discount Furniture. They had good prices and the look and feel of the furniture on the showroom floor was good. We ordered a sofa with a chase, coffee table set. A kitchen table with 4 leather chairs and a bedroom set that consisted of a queen size bed with 2 dressers.
The delivery of the merchandise was just horrible. They could not get our box spring or our sofa to fit up either of the stairways leading to our apartment. They said that they were just going to take the stuff back to the store. I stopped them and said why can't you pull it up over our deck balcony. They said "oh we are contractors driving a Bob's truck. We do not have insurance so if we get hurt we are liable." This is understandable so I told them to leave the furniture and we would get it up ourselves.
The bad part is that they had to deliver our dresser 4 different times. The delivery people were not gentle with the merchandise at all. They scratched 2 of them on the way up. The 3rd one looked like it fell from a fork lift or something as one of the corner feet was just crushed. After the fourth delivery we finally got one that was not all scratched up. We had an issue with our sofa and bed. The cushion in the sofa was flattening only after a few months. The guy fixing it stated it was a manufacturer defect as they did not fill that particular cushion enough. He filled and it is great.
He looked at the bed and said "Oh the guys who installed it did not install it properly which is what led to the issue, your bed-rails are bent." They ordered new rails and were here a few days later to fix it... The first time fixing it overall took a week and a half. All this time we are sleeping on a bed where the box spring falls through the rails. After they came and fixed it the box spring continues to fall through, even more now than before. I think that is due to it falling through so much it is just wearing it down.
I called in and again they stated "oh well we cannot get someone there to look at the bed for another 2 weeks." I was enraged and told them that it is not good enough. Demanded to speak to a manager. After arguing with the woman for a few minutes I said "look, I want to speak to a manager. Will you please transfer me before I get even more pissed off." She said hold on. About 15 minutes later she came back telling me she could not get in touch with anyone. She would send off an e-mail and they would respond within 15-30 minutes. She got back to me and said "oh we can get there sooner... We'll be there in 4 days (rather than 2 weeks)." I said that's fine.
After another night of the box spring falling through I decided to take the box spring and mattress off and inspect myself. I found that the wood frame on the box spring is broken, the wood rail on the bottom of the box spring pushes inward allowing it to fall through the rails. I also noticed that the fabric on the box spring is cut up from sliding through the metal rails. I called in to customer service and said "the issue is the box spring. I have looked and the wood is broken, can you have them just bring a replacement box spring on Wednesday rather than coming to inspect it and making me wait even longer for the replacement."
The woman told me they could not do that and that policies require they inspect it before any replacement part is delivered. I am currently on hold waiting for a manager (about 20 minutes on hold now). I am so sick of the issues we are having with the furniture. All of our issues so far include button fell off leather kitchen chair, couch cushion flattened, box spring falls through bed rails, dresser drawer guide bent, dresser handle broken in half.
I just got off the phone with customer service and to my surprise this customer service agent was able to make something happen. They are going to fix the other issues that we are having aside from the bed on Wednesday. I'm sure they will just come and inspect and then have to order the parts but those are issues we can live with. As for the bed they no longer carry the mattress and box spring set that we have. They are going to have us go into the store and choose another set that we like and they will swap them out.
UPDATE 10-07-2008: I went into the store the same evening that they told me to and asked to speak to a manager. I told them what the situation was and they said "oh then you don't need a manager, you need a sales associate." I went along with it as they had the credit slip in their hand. They took me to the mattress area and said "take your pick, you just have to cover anything over the cost of this credit." I looked at the sales associate and said "no... I want a comparable set. I do not want to pay anymore than I already have." They explained that they no longer carried the set I own.
At this point I was getting frustrated and pissed off. I demanded to speak to a manager. The manager ** came over and asked how he could help. I explained the situation to him and told him that I was not going to pay another dime. I said it is not my fault the thing is broken, I did not set up the bed. The reason it is broken is due to them not setting it up properly. With my frustration level ** wanted to get me off the sales floor away from all of the other customers. A good decision from a managerial stand point. I went and sat while he did his thing.
A few moments later he comes to me and says "oh well the set we have is the replacement for yours. You got yours in a bundle which made the cost less, they are theoretically the same price it's just an even swap out." He tried to calm me down as I was angry from the run around that customer service had been giving me, telling me I had to sleep on a broken bed until they could come look at it (2 weeks time). He tried to tell me that "oh we are booked out that far."
That is the point when I said "well maybe you need to prioritize your work orders." Understandably that would make other customers upset because they could not get their dresser fixed due to them having to fix a bed which in my opinion is a higher priority. When he said that, I kept my ground and said then "maybe it's time you start hiring more employees if you are backed up by 2-3 weeks."
All in all the manager did what he could to keep me happy, he set a delivery date of today. I have been here all morning and I live in an apartment building. There are 3 floors with 3 apartments and I am stuck in the middle on the second floor. I started to wonder where they were when they hit the end of their 3 hour window so I called in to get some information. I was calm and cool on this call. When they told me they have been here twice and described my building to a T, I said "I have no doubt that you have the right building. When can you get them back here." They responded not until Friday.
That is not OK with me because I told them last week I am going out of town all next week. What is common sense when you arrive at an apartment building? Do you knock on the front door or do you ring the doorbell? Do you even think of trying both doors on the building? They noticed the broken rain gutter so they would have noticed both doors.
The person they have on their team that comes and fixes issues with your products had no problems getting me as he had to come fix a dresser drawer and the button for my kitchen chair. So why did the delivery team not get me? Well because they must be idiots and were knocking on the front door which is a hallway!!! Not once did they ring the doorbell or honk the horn. Better yet why did they not call and say "hey Bob's is at your house, can you let them in." They have done that in the past. The last time the guy who fixes the products came they called me and said he was there.
I called the store back and talked to **. I told him who I was (I think he knew immediately due to how we met the other night). He asked what he could do for me and I said "Look we are going to have a problem here. This is the situation." I explained it to him and he asked if he could see what could be done and call me back. The service (or lack thereof) is really starting to get under my skin. I swear if I have to take the mattress and box spring back to the store myself and get the new ones I am not going to be very happy! (I have been told this is not an option all of their merchandise is warehoused in Connecticut. YAY!)
I just got a call from ** and he said that he sent an e-mail down to the delivery managers. He is trying to see if he can get them back out here today and just wanted to update me on the status. He will call me again when he hears back from them. I got a phone call back from ** and he assured me that the merchandise would be re-delivered today by 3PM. He also stated that the service technician that was here today to fix my other furniture left notes in my account asking how the delivery people could not find the doorbell. That made me laugh LOL.
At about 2:00PM we got a call from a woman asking if the delivery team had been there yet. We told them no and they said they were going to find out where they were. At about 2:30PM our phone rang, when I said hello they hung up. It was not a number I could call back as it was a generic number so I would have no clue who to ask for. At about 3:00PM I called the store to get in touch with the manager **. It was not surprising that he had left for the day. I asked to speak to the highest ranking person in the store at that time. They transferred me to someone in Connecticut!!! It was the person who oversaw all of the trucks.
So they sit at a computer and watch the red dots to make sure no one is messing with the dots. After arguing with them I asked to be transferred to the store. I once again asked for the highest ranking manager. I got someone named ** or **, I really could not understand his name as he said it. He was not foreign I was just so irritated by this time that my brain probably did not process it properly. He said he was in the office with ** and the last they heard was that the merchandise would be delivered today. He would call and find out what was going on.
During the time I was waiting for him another guy called from somewhere in Connecticut. He was trying to set up the delivery for Friday. I told him that it was not acceptable that they needed to be back out here tomorrow morning. He stated that they needed another day and a half notice because our merchandise would have to be re-picked from the warehouse..... WHY???? I asked if the incompetent delivery people damaged my merchandise once again. Why else would they have to re-pick new merchandise?
The guy said he could not state the condition of the merchandise (although now I realize it is probably because he hasn't seen it). I said "sure you cannot put your foot any further in your mouth than it already is." As I was fighting with him the manager from the local store was beeping in on my other line. I switched over and was talking to him for a moment. I did try to pull it into a 3-way so I could yell at them both at the same time but it did not work because I wasn't the one who initiated the second call.
Long story short I got shafted once again. They say there is nothing they can do until Friday. Though I am told that I will be compensated for this. I asked the manager how? Store credit! I said "why would I spend anymore money at your establishment." He said "Yea I know it's a catch. Honestly I don't know why you came back!" I said I did not "come back" I am just trying to get merchandise replaced.
Every time I turn around I am struck by incompetent people who are employed by Bob's. The manager really had no idea what to do and he stated that. He said "Sometimes customers just fall through the cracks, unfortunately you are one of them. I don't know what to tell you in this case, I don't know what to do." I said "what to do, get me my furniture here tomorrow.", "Oh well we cannot do that" he said.
This whole experience has been horrible. I felt like saying just give me the best mattress you have maybe after sleeping on that my attitude towards Bob's would change. I doubt it though. Even that mattress would probably have something wrong with it only a few months after ownership! Now I have to waste my day Friday waiting for them again to deliver merchandise.
UPDATE 10-10-2008: Well finally we had some competent delivery drivers, however someone at Bob's did not do their job once again. Nowhere on the driver's papers did it state that they should call ahead to make sure I was home. Today is a hectic day for me and they got *lucky* that I was here. They were supposed to call ahead so I knew when they were coming.
Anyway after 3 weeks of fighting with this thing I finally got the merchandise in place. I called and talked with customer care only to be insulted. The woman said "I am so sorry for your inconvenience you have had multiple times. I am willing to issue you a $50 gift card for this reason." I was insulted at this point. I paid $2761.50 for furniture at their store and even paid a delivery fee of $199.99 for them to offer me a $50 credit. How much more are they going to insult someone. I told the woman that $50 was not going to do anything because I could not buy anything at the store for $50 without having to yet again spend more money out of pocket.
If they wanted to do something to compensate me they could call back with a better offer. I doubt I will hear from them at all. I cannot believe that I paid $199.99 just to have all these issues with the initial delivery and the second delivery. I also kick myself for buying furniture from a company who does not value their customers. If Bob's wants to do something they can provide me with a mattress and foundation upgrade free of charge. The last 3 weeks of sleep has been really rough and a good night sleep would do me good.
If they do not wish to do anything about this situation I will be filing reports with the Better Business Bureau and also with the Massachusetts States Attorney. Maybe I will also take it to a public forum such as the newspaper or TV to tell the story about the issues I have had, who knows....