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Bob's Discount Furniture Consumer Reviews - Page 3

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Horrific, Useless and Hostile Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ROCKVILLE, MARYLAND -- The saying proves right with Bob's discount furniture; You get what you pay for. I purchased a mattress and had it delivered today. When purchasing the mattress my girlfriend and I were told by the sales staff that the delivery fee we were paying was for delivery and haul away of our old mattress. We do not have a truck so having the haul away was a very important part of our decision to have it delivered. Upon arrival, the mattress was set up and then the movers informed us that the box spring was dirty and they could not take it and that the mattress was inside a plastic mattress cover so they could not take it.

Upon removing the cover they said it too was dirty and they could not take it. I spoke with their supervisor and it was explained to me that I paid for delivery only and that haul away was strictly a courtesy and could be denied for any reason. No apology was given for their actions and that there was no way they could refund all or part of my delivery fee. I requested to speak with her supervisor and upon speaking with the supervisor's supervisor they refused to so much as apologize for their sales team deceiving my girlfriend and I when we purchased the delivery service, much less, provide any restitution so that I can rent a truck to dispose of my mattress.

I remained parked in front of their delivery truck while on the phone with them and was told that they were contacting the POLICE because I would not move my vehicle from my own driveway. The staff at Bob's would rather waste the time of our law enforcement officers instead of simply refunding all or part of my delivery fee so that I could take care of, myself, what I paid them to take care of when I purchased my mattress. Upon requesting to talk to their public relations department or a supervisor I was told that there was nobody else that I could speak to and they ceased speaking to me.

In summary, Bob's may have discount furniture but when it comes to customer service, they are rude, do not care about the customer experience, will not stand behind the actions and words of their sales staff and are downright hostile by threatening to contact law enforcement. This was my first and will most certainly be my last purchase from Bob's Discount Furniture, as I do not do business with companies that lie to you in order to make a sale.

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Do Not Shop Here
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MASSACHUSETTS -- I purchased about $2,000 worth of furniture including a bed frame, mattress, sofa, and two dressers from Bob's in October 2012. I also purchased the "goof proof" protection plan on both the bed frame and the sofa. I'll start by talking about the bed. About a year after I had bought the furniture my bed completely collapsed while I was sleeping in it. I was pretty upset seeing as the bed was only a year old and I called Bob's to fix it. They indeed came to fix it without too much hassle. About 7 months later the bed collapsed again in all the places that had previously been "fixed" plus some new areas. The bed was less than 2 years old, it should not have been falling apart.

I called Bob's again but this time they told me that I was not eligible for the goof proof protection because it seemed like my bed had manufacturing issues, even though they had come to fix it the first time for the same reasons. After getting hung up and calling back a few times they finally transferred me to manufacturing, where I was told that they would also not fix it because the 1-year warranty had already expired. They did offer to send someone out to look at it...in 3 weeks. So basically expected to sleep in a completely broken bed for 3 weeks until they came in person to tell me they couldn't fix it. I ended up just tossing the entire bed and bought a quality one from a competing store.

On to the couch. Within a month of getting the couch, two of the cushion zippers broke. Throughout the time I have had the couch its seams have split in several places. I also have pets that have caused some stains on the couch. Once again I called Bob's because all of these problems are covered under my goof proof plan. After explaining the situation several times I was placed on hold for 28 minutes. When the customer service representative "Bill" returned he told me that would not fix any of the problems I was having because I did not call them every time something had happened and that I had originally tried to repair the splits myself.

I was furious. I had paid a good amount of money for this extra "protection" and they have basically refused to honor any request that I have had. Bottom line...shop somewhere else. Somewhere with quality furniture and helpful customer service. I will never again give a dime of my money to Bob's cheap furniture outlet and I suggest that anyone else looking to buy furniture do the same.

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Terrible, Don't Buy From Them
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

NORTHEAST PHILADELPHIA, PENNSYLVANIA -- The sales person was great. Unfortunately, it was downhill from there. The living room set I bought was a special order, so I waited a month, which was fine. They finally set up delivery for my sofa, loveseat, and ottoman. They brought the right sofa, but the other pieces were the wrong color. Stuff happens, I know, so I was willing to give it another chance. While they were there, the delivery people got customer service on the phone and customer service agreed to deliver 2 days later after 3:00.

The next day I got a robocall saying they would be there between 11-3. I called to remind them that they said they'd come after 3:00, but was told they couldn't make any guarantees about delivery times. I got a little fussy so the customer service person said she would try to find a good delivery time for me and put me on hold for 32 minutes. She came back and said it would have to be the next weekend. The next weekend I had to be out of my town but my husband kindly agreed to put off going to his brother's to wait for the furniture. They brought the loveseat, but not the ottoman.

When I got back in town I called customer service. The prompts and such are very convoluted and I could never get anyone on the phone, so I finally went into the store and talked to a manager. Over the next month I talked to 3 different managers, one of whom called me "sweetie" and one who thanked me for being such a "lady" for not freaking out over the fact I had to talk to 3 different managers to get any response whatsoever.

Finally, manager #3 managed to get the thing reordered and delivery was set up, They came today without calling first and brought the wrong color ottoman. I will be receiving my refund via check within 10-14 days. Or so I hope. They'll probably send the wrong amount sometime next month... Moral of the story, don't shop at Bob's. The free ice cream just isn't worth it.

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Warranty and Goof Proof a Scam
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

BELLINGHAM, MASSACHUSETTS -- Bought two sofas and big chair three years ago. Was talked into getting extended warranty and Goof Proof for all items since we had dogs. Was told all damage to couches would be covered with purchasing these extended warranties and the fabric goof proofing. So the other day when cleaning the couch we noticed a stain from one of the dogs licking it and also a coil popped up through the cushions. Also noticed that the couch had lost its firmness and everything was sagging. We called Bob's and they sent a service man out.

The man opened up the back of the couch and stuffed more padding in and said he would have to contact the shop to order the part to repair the wire that had broken and popped up tearing couch. Once he was finished he asked to borrow my phone and call the shop. He packed up all his stuff and then called. After a few minutes he handed me the phone and said they wanted to talk to me. They asked me a few questions that took about 3 min. Long enough for the service tech to put his stuff in his car and leave.

Then the woman on the other line says that the issue with the wires was not covered. I asked how that could be since we bought the extended warranty. She said this was a manufacturers defect and since my couch model was no longer being made they were not going to be able to find a part. And even if they did they wouldn't be covering it because it wasn't covered under the warranty. I asked what did I buy the extension for then and they had no answer.

I then asked as far as the stain goes and they referred me to Goof Proof. We contacted them and they said since we couldn't tell them exactly when the "accident" occurred that they would not cover it. An accumulation of dog licks was not covered. Bob's and all the policies they try to sell are a joke. I would have been better off if I jumped on the couch and snapped the frame and called it an accident. Honest people get swindled with the sales pitch of "don't worry whatever your dogs do is covered". A big load of crap. Will never buy from Bob's again. And to think they charged us over $300 to cover the 4 pieces and none of it is covered. Bob's = Scam!

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Good Proof Warranty - No Gimmick Nonsense
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

I bought a couch set a little over a year ago in Nov 2012. I was informed of the Goof Proof plan that would send someone over to fix any accidental stain or damage. In addition, the Goof Proof plus will have Bob's furniture or the insurance company replace the furniture one time with free delivery. I informed the agent I was leaving to another state and I was told that coverage is for anywhere within the USA.

It is not May of 2014 and I had a spill on the couch which was never cleaned as I was told it would be. I cleaned it myself with Bob's cleaning agent. My couch now has an accidental rip in it as well as scratches. I was told by the company that it is normal wear and tear and not accidental. A different agent said it should be covered by the insurance company but the insurance company claimed that it is a manufacturer's defect. Finally I report this to the Better Business Bureau and I get an email from ** stating that they issued me an in house credit towards another couch which will be delivered for free.

Later she says she was unaware that I was outside their delivery zone and that I have to pay for the shipment or they can refund the cost of the Goof Proof. Basically, Bob's sells you an extended warranty and when you need something replaced, they go back on their word and attempt to refund you the cost of the Goof Proof only. As of now, they have not fixed my issue and it has been a little over 2 weeks since I complained.

Stay away from Bob's furniture as they are full of gimmicks. So much for the phony slogan "No phony Gimmicks! Just pure value." This should have caused me to throw up a red flag and proceed with caution because Bob's warns you against stores with phony gimmicks and they claim not to have any. Then what are talking furniture, catchy little jingles and animated figure heads if not pretty obvious gimmicks? In addition, Bob's biggest gimmick is saying he has no gimmick while he saturates you with gimmicks.

As the saying goes, "if it seems too good to be true then it probably is too good to be true." Listen to Bob himself, or the animated version of him, and look out for phony gimmicks.

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Delivery Property damage
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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Extremely POOR Quality and EVEN WORSE Customer Experience
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

AURORA, ILLINOIS -- ABSOLUTELY THE WORST SHOPPING EXPERIENCE IN OVER 50 YEARS OF BEING A UNITED STATES CONSUMER. The salespeople at this place will LIE LIE LIE, ANYTHING to make a sale. We purchased a $3600 leather sectional. We were told time and time again, that GoofProof covers ANY kind of accidental damage for 5 years after the sale. That was the only reason that we purchased such an expensive sofa set. We would have NEVER purchased ANYTHING in that store had we read all the THOUSANDS of negative reviews about BOB's, particularly about their COMMON practice by the sales staff to LIE about GoofProof plan and always say that it covers ANY KIND OF DAMAGE.

The color finish on the leather is coming off, and at this point we're sure the material is anything BUT leather. The seams on the covers come apart with the slightest bump with a vacuum, to the point that only after a year, ALL 5 sectional pieces have rips in them. My sister went to BigLots and purchased similar furniture there at LESS than 1/5th of the price and that furniture looks and feels like it did when it was new. Our $3,600 sectional looks like CRAP.

We finally filed a claim with GoofProof. The whole process from beginning to end is like pulling teeth. The GoofProof protection plan is through a very shady company (Guardian), which also sells extended warranty protection for automobile dealerships. THIS COMPANY HAS MILLIONS OF UNSATISFIED CUSTOMERS. That should have been another red flag.

Guardian makes it EXTREMELY difficult to file a claim. I tried for an entire week to get through with anyone on the phone to file this claim. To sum this up, ALL the damage on the sectional SHOULD HAVE BEEN COVERED, according to the salesman and according to their own fine print; but it was of course denied. I will be filing a lawsuit in small claims court next week, and I will update on the court proceedings so others can do the same.

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Poor Installation/ Product/ Company Lies About Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SEABROOK, MAINE -- To start my experience with Bob's what is with customer service and the brand and not people at the store in Seabrook New Hampshire. It started off with my kids bunk bed and the top rails not being attached. Seriously! My kids were able to pull up the top rails and say look at daddy these aren't attached! After further inspecting after this was installed I noticed that some screws were not even attached and some bolts or even screwed into the grommets. The slats going across to supposedly support the top mattress were falling down because the top rails and supports were not installed with the proper parts.

Customer service out of Connecticut was awful and some of the repairman that came to fix the bunkbed were not well-trained. They told me twice that they would give me a new bunk bed and yet they repairman only came and replace some parts. After numerous attempts, Bob's refused to return the bunkbed and give me my money back. After waiting a total of 23 hours for serviceman and to have the initial install, having their customer service key people come back four times to fix the problems, they had the audacity to offer me an in-store credit. I have filed complaints Better Business Bureau in Connecticut against their corporate office.

Not once did they ever care about the safety of my children nor the poor quality product that is made of cheap wood and compressed particleboard. Most times when I called customer service, I was on the phone for well over an hour to try to get somebody come out and fix my kids bunk bed which for the first week they couldn't even sleep on because it was a danger and a Siri safety risk of my children falling off the top bunk. The customer service office didn't seem to care about that and just wanted the problem to go away. I even took pictures and video of what the bunk bed looks like after they installed.

Bob's has some good quality products but I wouldn't buy any wood products from them as they are poorly made and the company Obviously didn't really care about the safety of my children. Therefore I am boycotting Bob's and ask everyone else out there to you hear my story and do the same. They make claims that customer satisfaction is important to them and Bob has this funny quirky commercials but when it came to the danger of my children I couldn't get one manager or regional person to hear me out.

I finally just called the store and made them responsible for the quality of their products and the poor installation. But even when that happened and they were supposed to replace the bad, the install guys that came out only want to tighten a few screws and change a few parts out. I had to force them to replace the trundle which was falling apart.

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Very Happy With My Furniture, Salesman and Buying Experience
StarStarStarStarStarBy -
Rating: 5/51

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.

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Denied claim
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

WOODBRIDGE, NEW JERSEY -- I had a couch delivered via Bob's Discount Furniture who they contract Rutgers Trucking company out to deliver who is covered by the insurance Granite State Insurance, Paul McGrath decides claims
The delivery men came to my home April 2017 and damaged my property in the process of delivering my couch (which was a mess of a delivery in it's own).
The damage was to my front door, storm door, and when they left they drove under the Comcast line from one side of the street to the other, yanking it out of the home and the pole, damaging the siding to the house and the cable line.
I started the claims process and I've had my own contractors come and assess the damage as well as they sent THEIR contractor out to assess the cost of the damage which was decided on about $2,200 for the two doors. Once the delivery men got word that I had a claim out, they harassed my family by ringing my doorbell at 6:30am telling us the company was going to make them pay for this and they have a family to feed etc. I filed a police report because this happened twice. It is completely illegal to go to the customer's house and harass their families. Not to mention scary for us because these men know where we live and will come after us if the company makes them pay for the damages.
After almost 3 months, MY CLAIM HAS BEEN DENIED. They are refusing to pay for the damages. The reason being that the delivery men are saying they didn't do it. I'm pretty sure if you tell some minimum paying trucking delivery men that they are needing to write a check for $2,200, they're going to deny it. I'm so upset and I'm waiting on a call back from lawyers so I can proceed to the next step to get my property damage taken care of.

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Bob's Discount Furniture Rating:
Star Half star Empty star Empty star Empty star
1.4 out of 5, based on 170 ratings and
275 reviews & complaints.
Contact Information:
Bob's Discount Furniture
428 Tolland Tpke.
Manchester, CT 06040
800-569-1284 (ph)
860-645-4056 (fax)
www.mybobs.com
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