WILKES BARRE, PENNSYLVANIA -- UPDATE: They will not return my calls or emails. They tried to rectify originally with a gift card to the store, as if I am ever going back, AND in their response to my post here of the form I am supposed to fill out, the link doesn't work. Big surprise.
HORRENDOUS EXPERIENCE. I am beyond displeased with my entire experience with Bobs. To start, the day I was supposed to get a delivery, the delivery team showed up at 7:18 on a Saturday morning. We made it very clear when purchasing that this was a new construction and we do not live there. I did tell them that my husband works right across the street and he could run right over. We got zero notifications the morning of the delivery.
I was not notified that they were coming or that they were there. At 9:30, two hours they left, I got a phone call saying they could not deliver because nobody was there to let them in. Why I was not contacted at 7:18, while they were there, is beyond me. When they called me at 9:30, they said they would see if I would be “approved” to be redelivered to that day. They called back an hour later saying I was approved and the delivery team would be back at 3:00 pm. I got to the house at 2:30 and sat there until 4:30 when I CALLED them back asking where the delivery team was. They told me it looked as though they would be there around 7 pm.
Once again, no notifications of a time much later than I was told. No updates and nobody telling me I could sit in a new construction for 5 hours with nothing to sit on waiting for them to show up. Had I not called at 4:30 would anyone have called me? This was already an hour and a half after the time I was given. I told the delivery team this was unacceptable and delivery needed to be rescheduled.
So, our delivery on the 18th turned into the 27th. When the 27th came around, once again I got zero notifications. I had to log into the Bobs website to find my delivery window. Again, this is a new construction a half hour away from where I currently live. My window was 7:15-11:15. I got a call at 6:50 from the delivery team asking for someone to let them in. At least they called this time. So now they are at the house 25 minutes before my scheduled delivery time. Just about the length of time it takes me to get to the new house.
When I told them it is 6:50 in the morning the response was, “Yeah, we left a little early today.” Unbelievable. So, I get to the house and let them in. They take the boxes out of the truck, throw them on the floor of the living room (mattress and box spring), and leave. Nothing was unpacked, nothing was set up, no one showed me how to work the power box, they dumped the boxes and ran. This experience has been so horrendous, it is actually hard for me to wrap my mind around the fact that a company operating like this can still be in business.
INDIANAPOLIS, INDIANA -- Their furniture and customer relation all garbage. If you want to replace in a year then buy there my bed. Top of their line $3500 didn't make it a year and had to buy another bed. Used another company and their couch made it a year and a half. Wow. All junk. Be warned.
N Y, NEW YORK -- The table scraped by accident and the sofa also broke by accident. Called them and I was given the phone to call. After several attempt and waiting as long as 30 min the person on the line told me because Bob's Furniture failed to pay their premium the insurance was canceled. On calling back after waiting and being transferred from one person to the other I was told someone will call back. I'm still waiting for the call. Now it's Six month. I don't understand why they are not taken to court
We bought 100% leather (what the people called at Bob's) in 2013 with 5 years Goof Proof plus warranty. We specifically asked them if it is going to cover the leather with 5 years warranty and they said yes. That's the reason why we took the warranty in the first place.
In 2017 Nov we started seeing the peeling on the middle block on the love seat. So we called the customer service to get the warranty covered for the problem. But, the answer we got back was it's not covered under the goof proof plus warranty even though it is clearly mentioned "5 years against factory defects that can sometimes occur in materials or workmanship". They said, "All the others will be covered except for the 100% leather as the leather doesn't called as materials at Bob's." They said, "Bonded leather, fabric are considered as materials but not 100% leather." I was shocked at the answer.
In the first place, the leather shouldn't get peeled off, if it is then it's not 100% leather, that's simple and I would considered as factory defects in material or workmanship. It's their responsibility to fix it as they promised us it's leather and got the payment for leather. Lost around $2400. Don't spend a dime at Bob's, it's going to be total waste. Also the warranty is useless ($200 waste). We are so disappointed and I would never go to Bob's again and tell my friends and family to go somewhere else.
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.
SOUTHINGTON, CONNECTICUT -- My fiancé and I ordered the Kenzo Bar Cabinet online with goof proof protection. The total with tax and the protection plan was $520.03. The cabinet arrived defective (the cabinet doors visibly did not align-- it did not look like we expected based on the store model). The delivery team said that we should accept delivery and have a service technician come out to take a look and we complied with these directions. The service technician came out and told us that there was nothing that he could do and that we needed to have a new cabinet delivered at which time they would pick up the defective cabinet.
We awaited a call but did not hear back so, while shopping at Bob's again and scheduling a delivery for our new purchase, we asked the sales person whether we could also schedule a delivery for the new cabinet. He did not know what we were talking about and could not find anything about it in our records so he put us in touch with customer care via the hotline in the Bob's store. We learned from customer care that the service technician had noted that he corrected the issue and that the cabinet was up to standards, and even that supposedly there was some sort of picture on file.
We were angered by this because the service technician, having spent all of five minutes assessing the problem, did absolutely nothing. Worse yet, customer care gave us a hard time. The person on the phone said that they would have to ask their manager about sending out a second technician, and then after putting us on hold for some time, said that the manager refused the request. Angered, we asked to speak to the manager (named Shana). We explained our situation (again) and were instructed to submit a series of photos to document what we were describing, which we did. Even after all this hassle and inconvenience our problem was not resolved.
We sent a follow-up e-mail and called to check in on the status of our matter, and, in the end, were told that a 1/8 inch difference in the cabinet doors is considered as still up to standards. They would not replace the cabinet and instead notified us that we have a credit of $477.50 ($42.53 less than we paid) to use within a two month period, and that once we use the credit to get something they will come take the defective cabinet back. This is absolutely some of the worst service we have experienced, which is really a shame because many of the salespeople are very helpful and the furniture looks nice in the stores.
I do would not recommend Bob's Discount Furniture because it is unacceptable that after paying for 'goof proof protection' and delivery charges, a defective product is delivered and nothing can be done about it. We have wasted much time and energy for a very poor outcome.
BROOKLYN, NEW YORK -- I will never shop here again. We bought bedroom furniture for my daughter who was moving to a house in Queens. Once we received the call regarding delivery schedule I told them that she wouldn't be able to physically enter the house till 12:00 noon on the day of delivery. Instead of making the delivery time later it was changed to earlier! The person I spoke to put the change in as a request and not a building restriction, which I found out later.
Finally was able to get the furniture delivered a day later and they delivered the WRONG SIZE MATTRESS, BROKEN HEADBOARD, and the under bed storage drawers weren't assembled and installed by the delivery people for reasons unknown.
I must have talked to 10 different people in Customer Care. I had to call and wait on hold every time. There's no manager or point person to talk to when things go wrong. You talk to whomever answers the phone in Customer Care and they put in a request! Don't bother calling the store directly. They are basically worthless once the order is placed.
I was promised a whole new bed and the right mattress. They delivered a new headboard only and the correct mattress, but finally everything was delivered and in working order. My daughter works 2 jobs. She had to miss work in order to be home for delivery.
I then had to call them back in order to talk to someone regarding compensation, which I did and was disconnected when speaking to a Customer Care manager. I called back right away and had to explain all over again. There was no record of my conversation. I was finally connected to the Refund Dept. and was able to get some compensation. They originally tried to give me a Bob's gift card. NO thank you. This whole transaction was very unprofessional and ridiculous. I'm amazed at what a poor system they have and the lack of customer service when things go wrong, and it was Bob's mistake in the first place.
WILMINGTON, DELAWARE -- Back in December 2015 I purchased a king size storage bed at the Wilmington, DE location. Not even a month later the bed broke. The frame that the wooden slates were on cracked and the boards were sloping down causing the mattress to sink; unable to sleep on the bed. When they came out they told us that it was put together incorrectly, poorly and it looked rushed.
In March the bed broke AGAIN!! The same piece on the opposite side of the bed this time! They came out and the person told me "The adhesive is not compatible with the wood..." Then why are you using it?!? A week later the bed broke for the THIRD time!! SAME PIECE IN THE SAME SPOT!!! Mind you, I'm still continuing to make payments on a BROKEN bed!!
I called customer service and was very upset and felt like this has been a big inconvenience to me in the last 3 months! I went to the store the next day and the manager came out and was trying to sell me another storage bed, EVEN THE SAME ONE THAT KEPT BREAKING!! I had to basically use the credit from the original bed that I no longer wanted because they didn't want to give me my money back! I ended up having to get a non-storage bed and get a bed that I forced myself to like because the beds were not what I wanted!
I also went over to the showroom floor bed of the one I originally had and to my surprise when I lifted the mattress THAT BED WAS BROKE TOO!!! The manager told me that I could get a metal frame placed into the BED FRAME of the bed I picked out so I would feel comfortable not having the wooden slates going across the bed...
They literally just came out today 3/29/16 while I'm at work and they tell my boyfriend that the metal frame does not fit! I had to now sacrifice the rails and the footboard that I was originally told, BY THE STORE MANAGER, were going to be fine with the metal frame I purchased!! WRONG!!! I FEEL CHEATED AND I FEEL LIED TO!
I WILL NEVER SHOP AT BOB'S EVER AGAIN!! And I would never recommend this company to anyone!!! And to be clear, I still have to make payments... No compensation for the time I had to sacrifice for all the times they came out on my days off! Or for me having to spend almost 2 hours in the store to find a bed that I had to settle for! Very, very unhappy customer!!!
WORCESTER, MASSACHUSETTS -- We were sent damaged furniture twice, and the "supplier" did not have the piece that we looked at in the showroom and delivered a different version, twice. They hang up on you after keeping you on hold for 20-30 minutes. This is after the salesman had called their customer service and handed me the phone WHILE IN THE STORE, then say they have been having phone issues.This happened several times, same thing over and over, "let me look into that" on hold for 10-20 minutes, then they hung up.
Delivery driver told us that he could not take back damaged furniture and found later that this was a flat out lie. We got tired of them and had them pick up everything and give us a refund. Guess what, they say that they get to keep warranty and delivery fees? So basically, this store wants you to pay hundreds of dollars to give you damaged furniture and then take back that damaged furniture.This was after we had this in our house for only a couple of weeks, and only that long because we kept having to have them deliver pieces that were not damaged (but were).
Customer care tells me I am entitled to refund and will get ALL of my money back. They lied. They then tell 2 or 3 times that are starting the process to get me the rest of my refund and will call me. No phone calls or contact at all, so I call back and NOW they are really going to start the process, only I don't get all my money back, on the phone for an hour and finally get told okay, "we will give a full refund, someone will call you..." and rinse and repeat.
Someone needs to explain to me how it is legal for a store to lie to you, give you damaged merchandise at full prices not once but twice, and still get to keep hundreds of dollars of my money. What a rip off. Never buy from these people, ever...scam artist and will rip you off!
KING OF PRUSSIA, PENNSYLVANIA -- We bought a Chaise Lounge and the "goof proof" protection. The salesperson convinced us to use delivery ($40) instead of picking up the item in tax-free Delaware. On delivery day, the online delivery tracker kept changing its 1.5 hour window until it went beyond the 4 hour window we had gotten the night before. When the lounge was delivered, it was damaged. We called customer service and arranged for a redelivery and exchange for the earliest time - 5 days. On the second delivery day, again, the online tracker gave us faulty and changing information. When the lounge was delivered, the new one was damaged again.
We arranged for a third delivery, another 6 days out. The lounge arrived, again outside of the 4 hour window. This time, the lounge was not damaged, but had an odd asymmetry which we decided to live with. We wasted 3 days waiting for deliveries that were never "on time" or "on schedule." Bob's online tracker was a waste of time and the technology it uses just isn't ready, yet. The customer service, while friendly and always apologetic, never knew where the truck was or when we should expect it. We always got a different ETA each time we called.
After the first missed delivery and damaged product, we called customer service to discuss compensation. We were told they only discuss it once and only after the item is successfully delivered. Nevertheless, a couple account managers (1st level up in supervision) did work out partial elements of our compensation. On day one, we were told we would get our delivery money back (the $40). Today, after the third delivery of the non-damaged item and after three wasted days, we argued through layers of supervisors to no avail. At one point, we were told the (2nd level) supervisor was not in and would get back to us within 72 hours.
After some pressing, a 2nd level supervisor came to the phone. All they seem to be able to say is, Bob's does not refund money. We were very lucky to be offered our $40 back and a $50 store credit! We told them that after our experience, we would not be shopping at Bob's and that a "gift card" is really more money for them (what furniture is $50?).
To satisfy us and compensate us for lost time and aggravation, we would need more than just $40 back. We felt that 3 x $40 (one for each wasted day) and a refund on the goof-proof ($50) would suffice. We will never shop at Bob's Discount Furniture again and urge everyone else to be very wary of their delivery, their customer "service" and the quality of their furniture.