PITTSBURGH, PENNSYLVANIA -- I went to Bob's in the North Hills a year and a half ago. Bought a sofa and loveseat. Got talked into another $129 for goofproof protection.
Sofa was 14 months old and material was all stretching and wrinkling...Called....past warranty and Goof Proof won't cover mfgr. problem. Now it is 18 mos and love seat material is pulling away from back of loveseat. There are 3 adults and a dog in my house and two of us never even use the livingroom as we are in gameroom. Again neither Bob's or the GoofProof would cover. DO NOT BUY UPHOLSTERED FURNITURE FROM THEM AND DEFINITELY DO NOT WASTE MONEY ON THEIR GOOFPROOF WARRANTY WHICH COVERS NOTHING!
If you think I am crazy, view pictures below!
SHELBY TWP, MICHIGAN -- DO NOT PURCHASE FROM BOB'S FURNITURE. We ordered a bedroom set, spent just about $2300 for all pieces (although, a package ONLY comes with one bedside table? there are two sides to a bed..) plus shipping which is a mandatory fee despite the large cost of furniture, and the white glove service. We ordered product at the beginning of the month but the first available delivery date was at the end of the month. Thank God we got the white glove service so that they could not blame us for faulty product. I had to take off a total of 3 days of work for 3 separate appointments, plus HOURS of waiting on hold to resolve each problem after every one. The hardware did not come in the bed kit, so I was left with pieces scattered in the bedroom. I was told the hardware would be rush delivered and I would receive a call within the hour to schedule the completion of the bed. The delivery men brought in the rest of the items, put feet on each pre-built dresser and left - they said they are given 4 minutes per item, which clearly caused them to run out without a second glance. I later found out that none of the pieces were inspected properly before they ran out, nor did they walk through each item with me to do so. The drawers on the dressers were hard to pull in and out and leaving marks on the dresser walls (obviously misaligned). I received NO call following, and when I had to call in to check on it, hardware hadn't even been ordered and they claimed this was an issue with the items being out of stock. The hardware was finally ordered, but delivery information sent was to deliver to the wrong city. Another couple hours on the phone, and days later to have that rescheduled. Hardware finally showed up, and I had to spend more time getting more delivery men out to put it together, and have someone inspect/repair the dresser drawers. Another day off work, they came an hour early and rushed to put the bed together. NONE of the drawers under the bed sit flush, and one drawer is obviously broken. The crew leader said that the original delivery men didn't inspect the items before leaving and he couldn't fix any of the drawer issues - ???! Another couple hours on the phone and time wasted, had a THIRD delivery scheduled for a new bed and tall dresser sent (at that point, I was going to live with the other sticking drawer issues). That appointment date came around and I never received a time. I called again, spent another couple hours and was told that my account stated they were waiting on ME TO CALL to schedule and that NOTHING was on the account about a dresser. I did call, I was on the phone for an hour when I was told it was all scheduled - WHAT? I was told the items are out of stock so the only option is for an exchange and to pick out new product. I bought a set, the set is DEFECTIVE, it has been a month and a half and I'm being told to START OVER? Absolutely not. We asked for this to be removed and a full refund, we want none of it, nor anything further from Bob's Discount. The associate said that was not an option. I spoke with the Supervisor who also insisted that was not an option. HOW IS THAT NOT AN OPTION? I was told because we accepted the furniture into the home. Of course, it was delivered and needed to be set up per the white glove service. I DID NOT ACCEPT defective items, and that is what I was left with. She caved and allowed for a bed refund. So, I would then need to get a new bed that does not match the rest of the set? No, not acceptable. We purchased goods that were defective and wanted to return them, and they refused. So much time has passed, so many hoops jumped through and SOOO much extensive time and effort put into something that cost a small fortune to many. We immediately called the credit card company to dispute this. THIS WAS A SCAM.
SKOKIE, ILLINOIS -- The Skokie, IL location is absolutely awful. There Sales Team is useless and has limited knowledge of their products, plus there unwilling to work with you. The price is the price and if your $1 above your finance limit, you have to purchase the entire item separate instead of paying the difference.
Plus, there credit acceptance process seems speculative. They push there “Acceptance Now” program to encourage monthly pays which increases the Interest Rate to over 33%. Which means $2500 of Furniture will be $5300 by the end of the 21 months.
When our order arrived, the Delivery Team stated “Bob doesn't pay us”, we will not bring your Sofa to the 4th Floor, even though we explained 10x times we are located on the 4th Floor and there is limited elevator access. They wanted to leave the Sofa downstairs in the foyer. The Delivery Team was extremely rude and refused to speak to the store manager. They eventually took the Sofa back and rescheduled the delivery with a third person.
They also delivered the wrong Bed Frame without a Box Spring, because the Sales person placed the wrong order. The Bed Frame they delivered was absolute junk and the mattress is so uncomfortable compared to the showroom version. The fact is the entire shopping experience was absolutely “Awful”.
We decided to go to Value City Furniture which was an AWESOME experience. We received two extra pieces of furniture (way better quality, especially the mattress) and free shipping, free five year warranty and $400 off all for the same price as Bobs Furniture.
So we went to Bobs Furniture to “Cancel” the order. We stood there for over an hour as the Store Team spoke to Customer Service over the phone. As one point, Customer Service started “We refuse the refund, we are only authorizing a replacement option”. I laughed, because we haven't even received all our furniture, yet and what we do have isn't what we ordered. So the Store Team told US they have to speak to a Customer Service Manager to Cancel the Order because the Customer Service Staff has no idea what there doing and that they will call us when it's been canceled.
Of coarse, she hasn't called back and they wouldn't refund the $50 deposit. So as a safe guard, I had to cancel my Debt Card because I don't trust them to remove the order, properly. Nobody knows what there doing and when you call, you'll be waiting on hold for up to 45 minutes. We were forced to drive back to the store because we couldn't contact someone competent. We even saw our Sales Person and told him we are canceling our order and all he said was “Ooo OK” and walked away.
I strongly suggest you go else where (like Value City Furniture) for your furniture needs because your going to be dealing with nothing but head aches and frustration. we even witnessed two other customers “Cancel” there orders while we were at the store. Plus, the furniture is very cheaply made and I wouldn't trust them to warranty anything.
WOODBRIDGE, VIRGINIA -- Sorry, I wish I could recommend Bob's but I can't. This review is after purchasing two full living room sets. First, the furniture is pretty, I will give them that. And my sales guy was nice. Low pressure which is great. But the problem lies in quality and customer care.
First the quality: My first set of couches are lovely to sit on, firm but comfy. After 1 month the cushions (seat and back) are still comfy but deflated. The armrest are a flimsy build. When you push down on the armrest of the couch you can actually feel it collapse and push under the wood frame. And unfortunately it doesn't pop back up. Now it is a hard wood covered in fabric instead of the original squishy batting. But my second set of couches was worse. The wood trim on the bottom not attached well and the first time I grab the bottom of my couch to lift and move it, the trim popped off. The ottoman when delivered and was permanently indented by the strap wrapped around it from the manufacturer, additionally it was damaged inside. The large double chair that went with the set has now been delivered damaged twice. The first time it never made it off the delivery truck because when the guys opened its packaging it was obviously damaged. The second time the manufacturer had stapled through the wood trim on the bottom.
But the bigger issue is customer care: First delivery was fine, and their customer app to follow the delivery was great (although the phones notifications were over the top). The double chair was on back order. Fine. The Ottoman was received damaged and the rug ended up on back order but they didn't bother to tell me that until it wasn't there at delivery. Called customer care and reported the damage, so the scheduled an even exchange for the next week when they delivered the rug and then double chair. Next week rug and ottoman arrive but delivery guys inform me the chair is so badly damaged on the truck they won't even bring it in. I call customer care... again because they don't call you when it happens on their end.. and they again schedule the chair for another two weeks out. Days before delivery they call me and tell me the item is on back order they have to push out the delivery. At this time I ask that they INSPECT the chair before the delivery to insure it is not damaged given the additional delay. Sure, OK no problem. 10 days later they deliver the chair again, but surprise surprise it is fully wrapped up by the manufacturer, so obviously no inspection and it is damaged. AGAIN. So I call customer service and they apologize and promise to inspect the chair this time. And again schedule the delivery about 10 days out. Day before delivery and no phone calls, not notices, no nothing. So I call customer service. They say they can see it is scheduled for delivery the next day but there is not information about truck# or delivery window. So they send me to the next level of customer service. Same song and dance but they assure me it is coming the next day. So I ask to talk to a supervisor. I was on hold 30+ minutes and didn't not speak to the supervisor. Ultimately the customer care representative said the supervisor would call me back that night yet. No phone call. So now the day of delivery. No phone call, no information. So I call customer service again.... and now I wait because no one knows what is going on.
I bought the furniture 45 days ago. Have spent five different days waiting on my deliveries, and now waiting again.
Yes the furniture looks pretty. Yes the prices are good. No do not buy from Bob's. The quality and customer care aren't there. Go to a different discount store. You won't regret it.
MONROEVILLE, PENNSYLVANIA -- Re: Bob's Discount Furniture, Monroeville, PA. First delivery from Bob's Discount furniture 1/30/18: Large couch, console, and love seat. We were told this console could be placed anywhere - between the two large couch seats, or the two love seat pieces. Once in my home, the delivery guys seemed confused about how I wanted it set up; then I realized why. The console is NOT mobile - it is permanently attached to the loveseat. Because it didn't look as I wanted it to, I spoke to the salesman (Steve **?) later and he confirmed his error.
They did offer to take the furniture back. In addition to not being what I wanted, the delivery men ripped the end off of one of the power recliner wires, so that would have needed replaced as well. When I got a call back from the manager, Norm, a little while later, he offered $200 off if I chose something else in the store. I wasn't sure, but I wanted new furniture, so I looked at a sectional and decided to get it, though the material wasn't exactly what I wanted, I thought I might like it ok. Delivery was set for a week later. The men were taking the previously ordered couch/love seat and bringing in the new stuff.
While disassembling the old furniture, the men gouged three places in my wall (pic attached). And the new furniture, there was no wedge with it! I called the sales guy again, he says ‘There is no wedge in the furniture set you ordered'. Um, I took a picture of it, thank goodness! So, I sent the picture, and what do you know, he calls to say he neglected to order the wedge with the rest of the furniture. Same sales guy as last time (he says I must think he is an idiot - I am mum).
Being it was another $400 for the wedge, I wanted to just forget the whole thing, but I ordered it and set up yet another delivery date to get the wedge. At least they didn't charge delivery on all these mishaps. Unfortunately, I've started reading reviews on Bob's throughout all this aggravation and also seeing constant complaints about the Goof Proof coverage, which I also purchased. I'm thinking, just 24 hours later, maybe I can just return the whole set and be done with Bob's…but no.
After a long conversation with customer service, they would not budge on doing a return. Supposedly there is to be some type of “compensation” for all our troubles, but they can't tell us what exactly that will amount to - not until everything (wedge included) had been delivered, which it now has, as of this morning. I'm sure I'll have to keep badgering them for follow-up. I also want to just “return” the goof proof coverage, but I'm sure I'll get nowhere on that.
The best I can do now is to try to spread the word. You might get lucky with these people, but it's like Russian roulette, so tread carefully. And now, I have seen a sectional I really, really like at Lazor Furniture in Latrobe, PA. It is a family owned business, extremely nice people run it. They have no delivery fee; the gentleman running the place, Conrad **, told us that we were free to get furniture protection but he wasn't pushing it; didn't think we'd really need it. I had looked there while looking at other places, including Bob's. Not sure why I didn't just run with it. Now I'm stuck.
CHICAGO, ILLINOIS -- Purchased a leather sofa recliner January of 2017. Within a couple months color started flaking off leather. Luckily the manufacturer warranty covered the issue+. Now 2019 same issue with discoloration. No more manufacturer warranty so I thought my addition warranty (Goof Proof) would cover. It did not. There is no reason a leather sofa that is only two years old and barely used should have this problem. Definitely poor quality furniture and poor customer service/warranty. I do not recommend buying anything from Bob's Discount Furniture.
SCARBOROUGH, ME, MAINE -- 1.0 star rating 7/29/2019
We have purchased from Bob's several times in the past without having either a particularly good or bad experience. On 05/23/2019 a delivery by them to a neighbor resulted in damage to our driveway. The driver having gotten stuck he was well aware he ripped up the drive but simply drove off and needed to be pursued just to get the truck and plate number. The ensuing runaround we have been subject to in an effort to get our driveway repaired has been nothing short of epic. Our initial complaint, which took an hour to create, was conveniently 'misplaced' (as though that can happen in the digital age) and a new one was created. The claims representative was rude at best and of course failed to meet their own timetable. The company failed to send so much as an agent to inspect the damage, required pictures and written estimates then did not respond to them within their stated time frame. When contacted, after twice the allotted time frame was allowed, with a demand for response they sent a form letter of denial stating there was no evidence of damage??? There was no request on their part for any clarification of the claim and certainly the estimates alone were ample evidence of the damage. Requests for clarification and redress have gone unanswered.
After two months of delays I can safely say without a doubt this has been the most cynical 'resolution response' I have ever been a party to. We will be forced into court for something that should easily have been resolved had they bothered to do anything other than try to delay us to death. It is preposterous that we are headed to court over something like this but we can't let their 'delay until they give up' tactics be rewarded. Not only will we not do business with such a cynically reprehensible company again we remain irritated we ever did. DO NOT DO BUSINESS WITH THIS COMPANY. It simply is not worthy of your money or time.
HARRISBURG, PENNSYLVANIA -- We recently bought a bed (a split King adjustable bed) from Bob's. My husband's side was to be firm and mine was to be plush. When it was delivered on Friday the email said we were getting one firm and one plush mattress. I had them set it up and they left. Afterwards we discovered that tags on both mattresses were firm. I am unable to sleep on mine and have been sleeping on the couch for the past few nights.
When I called customer service they said they would not be able to replace it until their stores reopen because they will not ship what I ordered and paid for until they can pick up the wrong mattress. I am expected to use this sleep on this mattress that is way too hard for me. I could be stuck with this mattress for several months until the store reopens and they refuse to ship me the product that I ordered. I will never shop here again and I am doing my best to inform everyone I know about the horrible customer service that I have received. Every night that I go to the bed. I am anger every time I look at this mattress. DO NOT SHOP HERE!
CONNECTICUT, CONNECTICUT -- The warranty that Bob's furniture advertises all over to it's customers is all LIES. I purchased a mattress from them that allegedly had an 18 year manufacturer's defect warranty. There was splitting at the seam on the Bob-O-Pedic, (which I initially did not know was even there, due to having a mattress cover on it). I call to have them send someone out to look at it. This guy says "we have to make it look really bad so that they'll cover it under warranty", then takes pictures and deems that the damage is not manufacturing defect, but customers fault, and they refuse to do anything about it. I even go as far as to call corporate office, and supervisor Connie tells me that yes, it likely began as splitting, which would have been covered under defect INITIALLY, but that the split was too large now to be eligible for defect warranty. I have never heard such a thing. The company brags in advertising about their warranties but clearly don't stand behind their products. I am highly disappointed and would never recommend this company to anyone.
SAN DIEGO, CALIFORNIA -- DON'T SHOP HERE GUYS! If I could give a lesser star rating I would. My husband and I just bought our first house so naturally, we went furniture shopping. In the store, we were guaranteed delivery on November 12th for a couch if we signed up for the credit card. We signed up. Two days before delivery we receive 3-5 calls a day confirming different delivery dates. I took it upon myself to call and come to find out, the biggest piece of our couch is not available for another week. We confirmed the last piece to be delivered the 16th, the 19th, and then (without calling us) we were confirmed for the 24th- THE DAY OF OUR WEDDING. It took SIX wasted visits and four months to finally get our couch set up correctly. This is completely unacceptable, messy and shady business behavior and I will be reporting them to the Better Business Bureau for lying and bribing us into getting their credit card and for lying about the delivery dates serval times over. It was the most unnecessarily stressful buying experience we've had to go through...and all for a COUCH!