MASSACHUSETTS -- Do NOT sign up for promotional financing through Bob's Furniture with Wells Fargo. If you get 12 months interest free and have a balance at the 12th month, they change interest back to day 1. Had a balance of $523 and charged $546 in interest. Total Rip Off. Wells Fargo is the worst bank ever!!!
NESCONSET, NEW YORK -- I see many complaints here about Bob's furniture, delivery and customer service so I felt compelled to give my positive review figuring that people only post reviews when they have a bad experience, but not the good. I bought a couch and a king sized Bobby Bear bed with euro top (which I've also seen several complaints about). The salesman I dealt with was very friendly, patient and helpful. After putting my order through I even changed my mind on which couch I wanted before even leaving the store, and he gladly changed the order for me and I gave him the additional money because that couch was $200 more than my original choice.
The furniture was delivered the date it was promised and I had a car accident on my way to my new apartment to meet the delivery, so they even came back later the same day because I was not there for their first delivery attempt that morning due to the accident (as a side note, I was not hurt but my Mercedes was totaled, not a good start to my day). When the delivery guys arrived they were nice enough and although they seemed to move quickly, which made me nervous they would damage the furniture, they didn't cause any damage to the furniture or my new place, and in no time the furniture was inside.
Unfortunately, the one problem I did have was when they started to unwrap the couch, I noticed it was not the color I had ordered it in. I called the store while they waited and arranged for a new delivery of the correct color couch. The salesman said I could keep the wrong color couch for now and when they deliver the correct color couch, they will pick up the wrong couch at the same time. I thought that was cool because at least I still have a couch in the meantime. Other than that I didn't have any problem with Bob's furniture at all.
It is now almost 5 years later and although I have since moved and did have the furniture in storage for part of that time, I have been using the furniture for a total of around 3 1/2 years and I am still happy with both pieces. My Bobby Bear bed is still so comfy, and I believe the problem people are having with it being lumpy or sagging may have something to do with the frame, because I don't have mine on a frame, I have it on the floor with a dust ruffle on the box spring because I don't like my bed too high up and mine is still firm, no lumps and no sagging at all.
My couch is also still in good shape, no sagging and not falling apart and I have pets and fat friends who sit all over it! As far as the stories about the Goof proof insurance, I bought it too but that is a separate company which is an "insurance" company, and to me it just doesn't make sense that they would actually replace or repair anything for such a small amount of money, even damage done due to one's own fault such a long time after purchase and use.
If something seems too good to be true, that's probably because it is. Most insurance is rarely what it's sold as. I got it too but never really had reason to use it. Both of my choices have since been discontinued, and I feel lucky I got them when I did because I am still very happy with both.
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.
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.
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!!!
JOLIET, ILLINOIS -- After much local and online research I purchased my bedroom furniture, a dresser and mirror, a chest of drawers and a night stand from Bob's furniture. My salesman Lamar ** was very helpful and informative answering all of my questions and if he was not absolutely sure of the answer he immediately checked and gave me all the answers I needed to make an informative decision. I appreciated his candor and his sincere effort to again give me all the information I needed to make a decision without any pressure.
I also purchased the Goof proof protection plan. Lamar made it clear what the store policy was. He explained that when I accept the furniture, my signature means that furniture was delivered and assembled and in a condition acceptable and to my satisfaction, otherwise he recommended that I do not sign and accept delivery and let them take it back. I assure you I was not letting the delivery men leave until I had opened every drawer, and checked out every front/side/top/bottom of my furniture and was very happy with it all.
The delivery went as promised - they gave me two calls prior to delivery date, arrived on time and went to work on assembling. The delivery men were polite and careful with my hardwood floors and even helped me put on the felt pads that I had ready for the bottom of the furniture. I purchased the goof proof protection for peace of mind, it was my feeling that if down the line the drawers came off track or something unusual happened that it would be taken care of, so I chose to purchase it. As of yet I have not had any occasion to use it.
I did purchase a bedroom set that is a good quality set. I could not find a set that equaled it for quality vs price in any other furniture store in my area that I really wanted. My purchase was 15000.00 which included delivery and protection policy. There was other bedroom furniture at Bob's that was not as good quality as I purchased and there was furniture that was even better quality that I purchased, but I did get the quality bedroom set that I loved and so far am very happy with my purchase.
I am giving my buying experience at Bob's in Joliet IL a 5 star for all the reasons I mentioned above. I felt they offered a wide selection of bedroom furniture, my questions were answered, from shopping experience to purchasing, to quality of my purchase, the price and delivery - it was all good. I hope I never have to use the "goof proof protection". I was sorry to read so many had a bad experience and because my experience was totally different I felt it needed to be noted.
CARLS PLACE -- Purchased several pieces of furniture from Bob's. A Black Label Mattress, a home theater couch and a living room set. The mattress had to be replaced due to defective springs. The home theater couch has been replaced once and now is failing again. The service tech came out and confirmed "springs are bad, wood is cracked and the furniture is cheaply made." However Bob's has no record of it so they had to send another tech to look at it.
The second tech said "The springs are bad, it is leaning to the right, they are going to give you an option to replace springs but request a replacement. It is too far gone." Bob's called and asked me to purchase repair parts to fix it. I laughed and explained why would I pay to fix another couch from Bob's that will not last.
She told me Industry standards states it is allowed to sag 30% per year for normal wear and tear. I don't know about you but I do not normally replace a couch every three years. They are refusing to replace the couch or repair it for free even though I have the extended warranty that states it's covered.
LAKE GROVE, NEW YORK -- Do not buy from Bob's Furniture!!! They do not stand behind their products at all. Their prices might be a little cheaper, but the quality is junk. The sofa we bought we also added the "GOOF PROOF." OMG what a scam!! Two years of light use on the sofa and the arm rest cracked while leaning over to get TV remote in the dark. Called Goof Proof (Guardian) and was told it was not covered at all because it was not a accident (REALLY). They lied to me and jerked me around for over a month telling me that they were trying to work out a resolution with Bob's. They never called me back so I called Goof Proof (Guardian). They said they never said that.
I finally called BOB'S and they sent out a "service tech". He stated it was normal wear and tear. Really? Only 2 years of light use. I have now filed a complaint with the BBB and called my credit card company who agrees with me 100%. They are going to dispute the whole bill. You have been warned. Spend a few more dollars and buy from a company that sells better furniture and stands behind it. BOB'S FURNITURE SELLS NOTHING BUT JUNK THAT THEY DO NOT STAND BEHIND. If you do buy from them you are buying at your own risk.
FAIRFAX, VIRGINIA -- I must say that the BOB's Discount Furniture at 13055A Lee Jackson Memorial Highway, Greenbriar Shopping Center Fairfax, VA 22033, has the worst manager (**) and front desk staff (**) I have ever encountered. I purchased several thousand dollars of furniture on a Friday and returned on Sunday to make another purchased only to have my deliver date changed with no explanation but to say the computer system will not let the employees go back and make changes. (What they really meant, was, we gave your furniture to someone else and want to give you an excuse that we think sounds good).
Bottom line, the manager and front desk staff do not care once they get your money and do not care if you walk out upset. PLEASE, DO NOT BUY FURNITURE FROM BOB's. The furniture is too expensive, cheap-looking and the staff will give you the runaround. If the staff and managers do not care about customer service, you know they won't care once they get your money!!!
PORTLAND, MAINE -- When attempting to order a dresser online from the store website the system indicated that I lived outside the delivery area and there was no alternate option for me to select. The system stopped processing the order at this point. I called the store to speak with a customer service representative named Kim, who told me that they no longer accepted store deliveries. I asked how someone is supposed to receive products from them if they do not deliver to a physical address and will not accept client pickup at the store. This conversation had plenty of attitude that came with it from her.
When she finally listened to what I was saying about a delivery/pickup issue she said they would accept in-store pickup. Finally! She said she was transferring me to someone who could assist me with my order. I was sent to Debbie who when I began to explain what I was trying to do, immediately told me that I could not pick items up at the store... here we go again... I tried to explain the situation to her, and I must say with some frustration on my part at this point, and she hung up one me. Great Customer Service!!!
I called back to speak with the store manager, Steve, who was very polite and helpful. He had Joey contact me who has processed my order without any hassle or attitude, and an in-store pickup. The manager indicated the delivery policy had been an issue on multiple occasions today and they realized that they needed to address the staff on the matter. Their computer ordering system needs attention and their customer service people need some better training on how to work with customers.