Bob's Discount Furniture Complaint - Very Bad Quality, Not Great Customer Service!!!
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 bobs 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 Wednsday 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
1.) Button fell off leather kitchen chair
2.) Couch Cushion flattened
3.) Box spring falls through bed rails
4.) Dresser Drawer guide bent
5.) 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 Wednsday. 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 dont 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 Jeff 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 Jeff 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 decribed 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 bobs 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 Jeff. 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 there of) 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 Jeff 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 Jeff 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 2:00 PM 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 Jeff. 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 Ryan or Brian 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 Jeff 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 setup 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.
/** END OF UPDATE **/
/** UPDATE 10-10-2008 **/
Well Finally we had some competent delivery drivers, however someone at bob's did not do their job once again. No where on the drivers 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 Massachussettes 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....
/** END OF UPDATE **/