WEST SPRINGFIELD, MASSACHUSETTS -- I bought a living room set from Bob's in January 2011. Believe me everything I have read here is TRUE. Briefly.. Tables needed to be changed out 4 times before we got a set that wasn't damaged. The 2nd delivery people walked all over my newly finished floors with wet, dirty shoes, asked to use the bathroom and asked for "something" to drink! There's more but let me just say of the 4 sets of delivery people, these were the most unprofessional. Within a month I noticed the couch was sagging. It took several calls (approx 45 minutes each) to reach anyone. They sent someone out to look at it - he said he could repair it?? I did not want my brand new furniture "repaired". Finally he made a phone call and announced it was "defective". Customer service then "allowed" me two weeks to go into the store to "re-select". If we decided not to do that we could get a refund MINUS the delivery fee! After we talked about all the hassle we went through and reading these reviews and the reports on BBS (855 complaints and an F+ rating) We just wanted our money back. ALL of our money back. It took THREE visits directly to the store and getting the run around to finally get all of our money back. Thank Goodness that at the last min we decided to put it on a credit card instead of paying cash! The employees all used the same term when speaking to you about a problem... "re-select" is one of them. One delivery person told me they sometimes go to peoples houses for "re-delivery" 7-8 times. Basically the furniture is of very poor quality and they do what they have to do to keep your money!
I do not write reviews on anything - but this is the most unethical business I have ever dealt with. I now have an empty living room and am waiting on my "real" furniture - made here in the USA - yes I paid a couple hundred more but it has a full warranty - not a usless "goof-proof" which is never honored. Stay away from this place - if there really is a "BOB" I am positive he isn't sitting on his own furniture! The whole experience was a nightmare and one I shall not be dumb enough to repeat... beware!