Bob's Discount Furniture Sucks

I order a set of bedding from this store, and there was parts missing from my order. The customer service people are extermly rude . I hate this store. I would never buy anything from this store again in my life. i will also tell everyone not to buy anything from here.

I have been going through hell with Bob's "customer service" for the last three weeks! I brought a sofa, love seat, end table, lamps, and coffee table from them. My first delivery was a no fit. This happened even after I gave the sales rep the dementions of my apartment and was told, "This is standard sized furniture and will fit for sure!" When the furniture wouldn't fit I started to cry (it is my first apartment and was very excited). The delivery man, who refused to try to make the furniture fit, told me that it, "Really pisses him off that I am upset!" I was speechless to say the least. After that I went to the store to pick out new furniture. I told the Manager three times that I was uncomfortable with the sales rep that I had seeing that she flat out lied to me last time. The manager did not supply me with another sales rep. Than the manager promised me a late delivery on Tuesday for my inconvience. Well, the next day I get a call the my furniture will be delivered at 11a! I called and asked them why this was happening. The agent I spoke with was completely useless. He did not offer any solution other than to sya that the manager should not have promised me the last delivery of the day.
Well, the next weekend (two weeks after I made my purchase) my new furniture comes. It fits! But the coffe table was damaged! So now I have to wait another week for the coffee table and end tables! I have never dealt with a place who is so unwilling to fix their own errors and to make the customer happy!
The sales agent also told me that they can not discuss compensation with me until all of my furniture is delievered and set up.
BUYER BEWARE! BOB'S MY BE CHEAP BUT THEY MAKE UP FOR IT WITH THEIR TOTAL LACK OF EMPATHY AND CUSTOMER SERVICE!

Beware....bobs LEGALLY re-sells used mattresses... that's why the request that when they return matresses they must have no stains.....look it up!!!1

Bobs should so be out of bussiness,we were promised we could either p/u out couch at the main plant in conn anytime the it was in stock or we could wait 10 to 14 days for it to arrive in west springfield which we choosed. After 2 weeks, i called on the status and was told it wasnt in stock in either place and that they werent sure when it would be,which means we never could of picked it up at the main warehouse, 2 weeks later i called to find out where the couch was and they said there would be a delivery sometime next week but couldnt give us an exact day. I called the call center to complain and find a resoulution to the situation for the inconvienence. I asked that it be delivered with no charge. We have 2 pu trucks and a trailer we didnt need a delivery it was the point!!! the call center women said she would call westspringfield store (probally bobs wife)crooked jerks...and see what they could do, she said that they couldnt do nothing because the salesman said we were lying about him ever telling us it was in stock and that we could pick it up. I was so mad. I asked her how to get in touch with bob himself of any one higher and she told me the tab to click on which i left 2 messages and never got back to. We went back and got our money back and bought an awesome couch from raymour and flannigan. Bobs sucks!!!!!!!!!!I will never ever advise anyone to buy anything from there... Horrible business. Maybe he's trying to go out of business to get gov. money, who knows.

They don't resell used mattresses idiot. With a million square foot warehouse do you really think they need to???

Bob's is the absolute worst business in the world. You think you are saving money, but after the hell they put you through, you'll wish you had paid a little more at Jordan's. They promise you that everything is in stock to get you to buy it, then guess what? They call a week later and tell you that it's back-ordered. Not a big deal right? Wrong! Because two weeks later, they call you back and tell you that your product is damaged! Then after another two weeks, they say, nevermind, it wasn't damaged, it'll be delivered tomorrow. What? So out of the whole order (an entire bedroom set, and entire dinette set) you get a nightstand and four chairs. Then when the bedroom set comes weeks later, it's obviously damaged. Try again, damaged again. And the customer service was dreadful, DUMB, and rude. The reps were rude and had no compassion, and the managers were uneducated and powerless. They had to go through three other managers just to make a simple decision. This was the worst experience I have ever had with a company, and I will NEVER EVER do business with Bob's again.

I purchased a wall unit from Bob's in FEBRUARY....I was told 2 weeks to delivery - 2 weeks turned into 2 MONTHS...yes, I said 2 MONTHS...AND...when it was finally delivered in APRIL, it was broken and had to be returned and rescheduled for another date. The store only offered their "appologies" and never any compensation for me taking a day off of work for the delivery, or in the least offering to drop the delivery charge. I will NEVER shop at Bob's again...it may be cheaper but as the old saying goes, you get what you pay for.

Yes....I'm a former worker..you're smarter than who??...certainly not smarter than most.

Let me tell you do NOT purchase their GOOF PROOF PROTECTION PLAN. They will tell you that is covers against any type of stain for 5 years so it sounds like a great deal. Too bad it's all Bullshit. It clearly states that it would cover any stains caused by a pet. Well, we put our flea medicine on our dog who then laid on our sectional and his medicine stained it. When we attempted to file a calim to have it cleaned they didn't get back to us for weeks and when I finally called them, they told me they dont cover medicine. It does not state that anywhere in their plan. They suck and I would highly recommend not purchasing this plan as I have heard many similar problems with it.

You do get what you pay for! Guess you can have "price and value", or "quality" - your choice!! Unfortunately you can't get all with your purchase. They're making a killing selling disposible furniture that seems to have a very short life span. Get a huge kick out of their commercials' ending remarks - when they boost the word "BUSTED!!" That's a true comment about what they sell.

Chiming in on the Bob's hate. We went cheap for our first house, and while the couch and reclining chair are holding up for the most part, I can't say the same about the flimsy coffee table. After only 5 months our coffee table collapsed when trying to move it. It couldn't be screwed back together because the wood had fallen apart so I had to drill new holes for the screws to fit. Bob's was no help because we didn't buy the protection plan. Like it would have been covered anyways.

Oh yeah, and about that "Goof Proof" protection plan. The idiot salesman we had told us for a couch and three tables it'd be about $120 for X amount of years (dont recall how long) and when we went to check out and pay it ended up being almost $400. Great sales tactics.

Bob's Discount Furniture IS horrible.

I purchased two twin mattresses from Bob's for $598.00 which included a 15 year warranty. After following the proper care instructions, two years they were sagging and lumpy. I called customer service and they promptly sent someone from the warranty department to look at them. He agreed that they indeed were no good and told me that I would get my full purchase price on these mattresses in the form of a store credit. He did say that I could use this for any items and did not have to use it for mattresses.

When we asked what we needed to do with these mattresses, he said that he provided the necessary documentation to Bob's and that we should simply discard them--they were not fit to use anymore. So we threw them away.

Mind you, about a month after this, I spent a half hour on the phone with a lovely woman in the customer service department speaking about this credit. Never once during this conversation--a month later--did she mention that this credit expired nor asked about the mattresses being returned. I was dealing with her about the credit being properly placed under the correct customer number--for some reason I had two, from a prior purchase.

So on Sunday, my husband and I, who have just purchased a new home and were also planning to purchase a set for our den and a bedroom set for ourselves, went to pick out a pub table and server. I dealt with two very nice salespeople. Paid $200 on my credit card for the difference of the credit I had, which they saw in the system, for the price of the table and chairs. We were given our receipt and planned to pick up the items on Friday.

When we got home that evening, we had a message from Bob's saying that our credit was already "used" and it was no good. I don't understand why they could not see it in their system at the time of purchase but I figured this was just an error and I would call them the next day, on Monday.

This is where the worst begins...I called customer service first thing on Monday. Either I was disconnected or promised a return phone call which never came--this was promised at least FIVE times in the numerous phone calls I have made in three days. Not once would a manager or supervisor get on the line and refused to escalate my situation. These cowardly "managers" left the dirty work to the poor front person on the phones.

I was told to go to the website and write in the "Ask Bob" section, which I did, and still have received no response other to say that they will not do a thing. I am told that the mattresses should have been returned, which I can certainly understand. But unfortunately, a representative of Bob's made a mistake by telling me differently, but I have to pay for this.

I am appalled at the level of customer service and lack of ownership they have shown in this situation. I feel they have stolen our money--and to think we were going to make more purchases there!

I believe they should make some sort of good faith effort at resolution to save my business and more importantly, my good will. Word of mouth is huge and I intend to be very vocal on this.

I may just be a small fish in this ocean, but I will persevere if nothing more than for nuisance value. I have filed a claim with the Better Business Bureau and the Attorney General’s office.

So, just a word of warning--there are way too many complaints about Bob's floating around--even if just half are valid, it is way too many! It would be worth your money to go to a more reputable furniture store who will stand behind their products and provide decent customer service.

Stay away from Bob's furniture!!!!!!!!!!!!!

We purchased a sofa, loveseat and chair from Bob's, all pieces reclined, all recliners broke. Had the goof proof and they came to "fix" the pieces. The guy took plasic grocery bags and used them to fix the chair. The metal framing was coming through on the love seat and he stuffed so much batting in that the cushion became rounded, yet the cushion right next to it was square like it should be. He left, my husband sat on the couch, reclined and when he tried to push it back down it literally bent into a ball of metal. So after dealing with the NASTIEST woman alive, they agree to a "ONE time exchange". We spent over a thousand dollars in addition to the original credit. They delviered the set and ONE WEEK LATER, the seams on the arm of the loveseat completely let go. So they didn't send anyone out, they just replaced it. TWO weeks later, the exact seam on the loveseat let go AGAIN. But now its been 2 weeks so they send a tech out to look at it. They're sending new sides for the loveseat so some guy can come here and take it apart and put 2 new sides on. The tech was very obvious when I asked if this was a common issue, he smiled very large and said "don't worry, we'll take care of it maam". At the same time we bought the new set, we purchased an electric reclining leather chair for the sole purpose of giving me a comfortable place to sit that will also keep my back straight because I was having back surgery later that week. Well, its completely lopsided, leans to one side, the side that the surgery was to repair and the big reason i got it, the electric reclining, yeah, that works when it feels like it. We paid 600 for this chair but chose not to get the goof proof because we didn't need it long term and it doesn't match anything in the house. I THOUGHT it would last for my entire 8 week recovery time- i was WRONG. I will never- NEVER shop at Bob's again and given the opportunity, I will tell EVERYONE not to shop there. This furniture is so poorly made its ridiculous. When you call for support or to use your goof proof plan, they are rude and act like they're doing you a huge favor. I paid for the goof proof and they sold me crap!

I'd like to add to this.... Its an all day thing. Every delivery, repair, etc... is time I miss from work.

Hi All,

My name is Christina and I am contacting you on behalf of Bob’s Discount Furniture. We’ve read about some of the disappointing experiences you’ve had and hope you will give us the chance to get these situations corrected. We appreciate hearing customer feedback and we’d encourage you to reach out directly to our team at 860-474-1200 x1. Please identify yourself with this particular blog post and your specific comment.

Best,
Christina For Bob’s Discount Furniture

To Christina at Bobs....

I posted above and would like to ADD to my horrible experience as it grows day by day....

The new sides to be ordered for the loveseat, the vendor doesn't do that so we were again allowed a "reselection", really just an exchange. So back to Bob's... I found a leather set I loved, very expensive but I figured, well worth it at this point. I start to read the information about the leather and realized the first set I bought wasn't leather AT ALL. The salesman at your store in Salem told me that bonded leather is leather with a polyurethane coating over it. BULL! I was blatanly lied to, told a manager that but she really wasn't concerned. Since I had 1700 to spend in your store, I chose the highest end quality I could find in your store, ordered the sofa and loveseat but put the chair and ottoman on layaway because i have that reclining chair I mentioned earlier and can't fit the chair right now. So now a repair tech comes out to fix the chair that no longer reclines at all. He puts me on the phone with your customer service dept and he leaves. Apparently the chair needs a new motor and won't be in for approx 3 weeks! Unacceptable! I have NO WHERE in my home to sit comfortably now. I bought this chair specifically for my recovery and now I'm SOL and out $600! So the ever so pleasant person on the phone said she'd order me one to exchange but they're on back order. She said she'd see what she can do and call me back. Guess what? Right! She never called me back. I called the store in Salem and I was REFUSED to speak to the store manager or the assistant manager and was put through to Dan, my original sales person but NOT the person who sold me the chair. He said he'd speak to the manager and call me back- never called! We called AGAIN- told we'd get a call back from Denise- NEVER CALLED! My husband spoke to Curt, the ASM. He said- get this- there's nothing he can do about his employees saying they're going to call a customer back and not doing it, that he has no control over that. So who does Christina? Who controls these sales people to stop screwing the customers around? So there's NOTHING that can be done for me and I am extremely ANGRY. I had spine surgery and spent 90 minutes in more pain than you can imagine trying to pick out a chair I can get in and out of and sit in comfortably after my surgery. I spent $600 for something I needed for 8 weeks, a spluge in most people's books and now I'm in agony every day because your people can't or won't help me. I don't think your people understand how stressful this ordeal has been for me. I'm a 40 yr old healthy woman not accustomed to being immobile and your company has compounded this whole thing ten fold. I can call you at that number, no problem but lets face it, all I'll get is more BS, more stress for me and in the end, you'll win and the consumer your company claims to care about so much will lose. Know what I find odd? No where on your web site is there a place to send a comment. No where does it list your corporate address or number. I can't speak to a store manager, do I bother to ask for a district manager? It seems to be to be a deliberate way of avoiding customers, like me, with legitimate complaints. The moment I hit "post" on this site, I am filing a complaint with the BBB. My husband will have the chair on our front lawn, a fairly busy road in Salem nh with a sign that warns every passerby of your business tactics. I will notify the local paper and news channel of this display as well. I have been in customer service for 22 years and I would be ashamed to work at Bobs- absolutely ashamed!

Dawn,
I'm kinda surprised you posted all that before taking Christina's advice and calling the number and referencing this post. She was someone from the company that seems like she was trying to help. I'm curious if she will keep her word but we will never know if no one tries.

I am in the market for a new living room set and a new queen size bed frame. After reading all this - I am NOT going to shop at bob's!

Humm...I actually liked Bob's. We did have a problem with delivery (the sales person entered the wrong item number for our end tables) and so we ended up getting the wrong ones when our furniture was delivered. Also, the delivery people momentarily leaned the headboard against the van while unloading everything else and some guy in our complex actually ran over it! They were very apologetic...I went to the store after work and the manager was very nice. They corrected the error with the end tables, refunded me for the difference (which was like 200.00) and sent the correct end tables with the new head board by the end of the week. They also gave me a 100.00 gift certificate which I used for a media center...and they added it to my delivery (for the head board and end tables)so didn't charge me a delivery fee for it. The customer service people there were extremely empathetic, apologized, and really worked on resolving the matter. I worked many years in customer service when I was younger...I can tell the difference between good and bad service...these guys were ON POINT! Also, I am pretty happy with the quality of the furniture...I got a full bedroom set, living room set, and dining room set (first time home buyer)and everything looks great.

Goof Proof Warranty was a big GOOF on my part. Don't let it be your goof too! I purchased an all leather set (sofa, loveseat, chair and ottoman, this was one of Bob's high end sets by Viewpoint Leather Works, and because I was spending soooo much and had active kids at home, I got sucked into the GOOF PROOF Warranty. Same story as everyone else, sounded like a no-brainer at the time. "Kids get marker on the leather, we fix it." Well, it sounded great at the time. Then when the mishaps happened... call after call after form. Yes, more than one form. I filled out the form and was told that the form had changed and had to complete a new one. Well, years later, I do still have the sofa with more marks on it now because it was never "fixed". The warranty paperwork I had to complete was lost, blah, blah... And, I should have seen this whole thing coming from the very beginning, because I couldn't even get the leather cleaner that was never delivered in the first place (this was supposed to be delivered with the set as part of the warranty). Oh yeah, almost forgot to mention the delivery crew - horrible. They jammed a brand new sofa and loveseat through my front door, causing some damage to the back of the sofa. So I got a damaged sofa because of the delivery crew. It was in the back of the sofa and Bob's did give us a credit for the damage (after keeping the delivery guys here for an hour), but the seat cushions that should have been covered under the warranty, never got the care we paid for. No rips or tears, just some color transfer from my son's dark jeans and some pen marks. Stuff that we were told would be covered under the warranty. And, oddly enough, we were never actually refused to have the warranty honored, they just wore me out with the endless calls, redoing paperwork, losing paperwork, asking for copies of my receipts (which I still have and sent), etc. Now the warranty is up and we are left with a scratched up leather sofa. The sofa itself is actually very comfortable and may have stood a better chance if the little things were addressed in the beginning. This David gave up because Bob's furniture is a Goliath with people who, it seems, are paid to give you the run-a-round, and say they'll call, but never do. And Guardsman, who is actually the company who is supposed to honor the warranty, has people who, it seems, are hired to waste my time - And, that was time I wasn't getting paid for. DON'T WASTE YOUR MONEY ON THE GOOF PROOF WARRANTY - INVEST IT IN A GOOD SLIP COVER INSTEAD. From what I have read, on several sites, the GPW is only a good "goof proof" investment for Bob and his sales people.