Bob's Discount Furniture
reviews and complaints

FIRST OFF: IT WAS REQUIRED TO RATE MY EXPERIENCE WITH A STAR. IF I COULD'VE I WOULD NOT GIVE THEM 1!

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 didnt 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 foot board 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 BOBS 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!

I order Powered Recliner and Low seat for $2100 on 11/22/16. Since Thanks giving was near, I put the order on hold to check if I can get better deals at other places if. After 2 week I informed them to deliver the sofa. It was delivered on Friday when my wife was only at home to receive it. She observed that right Armrest cushion doesn’t have proper cushion filling and there is lot of gap between left arm rest and seat. She put these observations in document she sighed for delivery confirmation.
After delivery we also observed that one of the right leg of Low seat was coming out. Since it was a new piece, we assumed the Leg should be like that only. After 10 days when I checked the leg properly and we observed following issues in Low Seat :
1) The right side front leg was cracked.
2) Right recliner seat was not reclining properly
3) There was lot of gap between seat and left arm rest. ( Reported during delivery )
4) Right Armrest cushion doesn’t have proper filling – they call it sagging. ( Reported during delivery )
I called Bob furniture on 1/2 to report these issues. They sent one technician on Jan 7th and he submitted report. I called Bob Furniture again this time on Jan 13th to ask about next step. The call went almost for 1 hr 40 min. I first spoke to customer service representative name Nick and later account manager Michael. Listen to complete conversation we had. https://youtu.be/IwMgEpIP52s

About Issue 1)
He started telling me that Technician observed it was not delivery damage and we caused this damage by moving sofa.
My Argument : We have carpeted floor, so sofa leg can never crack if I move the sofa. I asked him that if the delivery people showed the sofa upside down during the delivery to show there was no damage during the delivery. Their argument was that if customer wants to report any delivery damage, he should report it within 3 days of delivery and it is mentioned in the receipt that I signed. When I asked them to show where it is written in the receipt, they were not able to show it.

About Issue 2)
As per them recliner is not closing because of cracked leg.
My Argument : The leg has not come out completely, only a small piece has chipped out. So the leg is still there but still recliner is not closing.

About Issue 3)
As per them gap between seat and left arm rest is as per manufacturer standard.
My Argument : I didn’t take any discount, I do not want to tolerate any such defect.

About Issue 4)
As per them, it was just wrinkles and within manufacturing standards.
My Argument : As per our observation it is not just wrinkles, it doesn’t have enough filling. I asked them if they can put such piece in display at Bob Furniture store, they were not able to answer anything. I told them if they have informed me before that sofa can have such manufacturing defect, I would have not ordered the sofa from you.

Later on they told me that they are replacing the sofa. They tried delivering similar sofa twice, I didn’t like the quality of the one being delivered either, so I refused them. After 3rd delivery attempt they told me that they don’t want to deliver the same sofa again and I have to order another type of sofa.

We went again on 2/18 and ordered costlier Leather sofa of $2500 and paid the delivery charges again. Delivery team came on 3/19 with leather sofa. I told them that I want to see the quality of the sofa before I accept it. They just unloaded the sofa on the road next to truck, removed the packing using cutter. While I was trying out the sofa by sitting on it, the delivery people were standing behind sofa. Suddenly they reported that they see some stiches has come off. I feel the delivery people only cut those stiches. I refused the sofa because I didn’t want another defective piece.

It is almost 3 months now since I first ordered the sofa of $2100 and then of $2500 by paying delivering charges of $180 and then $200, but they are not able to deliver a quality piece on 4th delivery. I am fed-up of their product quality and looking for complete refund including delivery charges.

My wife and I are not rich but in the past we bought very well made furniture when we were both working and I was in better health. Two years ago we bought a new bedroom set and living room set.
The bedroom set within six months began to sag in the middle and I needed to put wall studs in with wooden legs under the box spring to hold up the set. The side rails were beginning to sag.
The living room set had been repaired as an arm on the love seat come loose. Bobs did fix that. Within a year both pieces were a mess, uncomfortable to sit in, the lamps worked only once in a while forcing us to buy new ones. The tables were chipped. Both pieces ended up in a bagster dumpster in my driveway. Went to Ikea in the same town as Bobs. Bought furniture had it delivered. No issues.

3 weeks after purchase & assembly by Bob's Discount Furniture, the chairs have loose screws/bolts and are unsafe to use. Speaking with customer service didn't help. Looks like a shady operation - will discuss with my bank and consider legal action in court if the Visa card doesn't protect me.

Ordered 2 matching recliners. Specific delivery instructions given. Totally ignored. Delivered completly different style chairs. The only thing correct, was the color. Delivery was late. Spoke with a store manager, he was very close to having an attitude. Buyer be ware when buying Bob's. Sorry Bob, won't be back !

I purchased this sleep sofa in the freeport location n after 10 mths i fell thru the bed when the part thats supposed to hold up the mattress ripped ! i weigh 115 lbs . Ive been calling customer care line and they have been telling me what id like to hear but to no avail.This has been going on for at least 4 mths its ridiculous the way im being treated.

During our recent visit to this store in south Attleboro on 10/18 I had to wait about 15 minutes to get waited on in order to make a payment on a piece of furniture. There were only 2 people available at the office desk and there were several people just sitting at several desks just taking and notbone of them offered to take care of the line that was forming. My boyfriend asked to speak to the store manager who's name was Jeff and tried to explain the situation that was going on but Jeff was just rude and asked my boyfriend to leave the store. have bought many items of furniture and needless to say I don't think I will be buying anything else from this store. The store manager at this store needs to have better people skills.

I returned a damaged mattress for $978.78 and did not see Bob furniture store credit my american express back. When I called the number they have listed on my american express under the charge amount it is the wrong number which is [protected].

Bob please correct your records so customers would not waste time on the phone

Again when you call the store its very difficult to speak to someone and the options they have on the phone does not give you a number to select for customer service

Very poor service

Unbelievable! Bought a small bed from Bob's Furniture in Monroeville, they delivered it last week. We tried to put it together Sunday. Missing one foot for the frame. Have been trying since Sunday to get through to customer service on hold for over an hour total, have called the store twice, now they are telling me no part available... have to exchange entire bed. Had to leave work to meet the delivery truck the first time... not happening again. Have now been on hold for another 1/2 hour while they try to get it delivered on a Saturday... Will I shop at Bob's again... NO! HORRIBLE, HORRIBLE CUSTOMER SERVICE!

OH, AND SO NOW i AM BEING TOLD NO SATURDAY DELIVERY. So if I want the foot to my new bed I will have to take another 1/2 day off of work to get it.

I placed a deposit on a bed and mattress after returning from the hospital remembered I wanted to cancel my order as there is no room in my apartment for this bed. The salesman forced me to take the bedspread cover before I purchased the bed I later realized that the policy is that you pay for anything that leaves the store. When I went to cancel the order they charged me 59.00 for a cover I will never use or open. When I called customer service to complain they just told me to read the fine print, I told him you read the fine print on all your lay away purchases. It is my opinion that sales people are told to give the bedcovers so you will have to pay for them it looks like a nice gesture but it is a way of giving people something they did not want or ask for. Watch out for friendly old Bob..

This warranty is a ###! They tell you everything is cover when you buy but when something happen, surprise surperice whatever you reporting is an "exception" not covered.
They said cover accidental damage, my kid was playing and he ripped the liner of the ottoman, i called them they said, "the interior of the furniture is an exception not covered".
Few months later the leather start peeling of and cracking plus is getting blu-ish, again I call them they said "all damage are the leather are covered BESIDE peeling and cracking" WTF! this people should go in jail, no question asked!

I purchases a piece of furniture last march and within the year it broke twice, same spot. This piece is called the playpen couch and each repair guy sent to fix it told us about how awful that piece of furniture was and how many times they see it malfunction. Even told us that another furniture company that sells the piece recalled it because all the problem they saw with it. We were able to get credit back but I was wary of buying another piece from bobs due to this problem and others I have heard recently. I didn't like anything else in the store anyways but we needed a couch as I was 8 months pregnant and starting to not be able to move up the stairs comfortably. So to get what would satisfactorily replace the sleeper sofa I need to spend extra money. I was given the impression that I could order the couch and have it within a week, especially since I was now shelling out extra money for less features. I was told 8-10 weeks since we wanted a sectional with a reverse chaise... that was not going to work for pregnant me sleeping on a broken couch. I spoke with customer care who could not help but was not rude. I asked for someone else higher and that was a mistake. The account specialist was rude, talked over me and told be that it was my fault because I was choosing to not like anything. The store manage was more than accommodating but he had no power... and he even took the phone to resolve the issue with account specialist and she continued to yell at him about policy. I reluctantly picked a couch to get out of this mess but I will never go back or recommend this company. Especially with a customer care unit so rude and unaccommodating.

I went into Bob's in west springfield ma to purchase a couch. I spoke to the sales woman about the couch and decided i wanted one of the other colors that the couch was available in. after signing the sales agreement was told that it would be about 4 to 6 weeks for the couch to come in sionce i wanted a special color. that was fine I could live with out it for 4 to 6 weeks. abotu 3 weeks ago i looked at the receipt and noticed it says promised delivery by mid may. I sent an email to bobs customer service and was told that no it would be in their warehouse by March 14th. I called on march 14th to set up a delivery but was told it wasnt in yet and to try calling back during the week. I called on March 18th and was told becasue i wanted a special order it wasnt going to be in the warehouse until April 11th at the earliest. and was also told that it couldnt have been their department that told me the couch would be in on the 14th. I told the woman the mans name from the email as well as the email address the email came from. she still insisted that it had to be a different department and she didnt know who the man was that signed that email. I was offered a refund however being as pissed as I was if you go by the sales agreement I would only be given a credit to bobs not my money back. I am not sure if they woudl have refunded me the full amount in cash since like i said i was a might pissed off. I do not like being lied to and feel that the sales woman lied to make a sale and the customer service department just doesnt care. I still dont know why a simple change of color that they offer as a standard option should take 3 months to get. it is deceiving to tell someone they are color options but then classify them as special orders.

This was a fantastic place and Jean was amazing. I finally was going to get a good furniture set. Than came the crappy delivery. A very big happy valentine days from Bobs. The delivery didn't stop at the house as they said. I was there. He didnt even knock on the door. I saw a truck stop look and leave. What kind of garbage is this from a respectable company. Than they said we were on a go back and it would be delivered. Wow, 2 hours later I got another call saying they weren't showing up today and they wanted to reschedule. Thank's Bob's for ruining my Valentines Party dinner in my new house. I will go to a company that cares. It just didn't seem like any cares at Bobs after they get there money. I forgot that they claim they have a state of the art delivery system. I got a call 2 days before my confirmed delivery time was between 7:30 to 11:30 confirmed. Guess what I got another call stating it will be 8:00 to 12:00. All day as you wait their online system changes when it was supposed to be delivered. The time changed and changed and changed. Three different times it sat at 40 minutes at the same time and I was still waiting.. Some state of the art system they claim they have. I hope no one else's day was ruined by this place. I will post this review everywhere.

Me and my wife have bought a lot of furniture from bobs and we have been treated very bad, in May we purchased two sofas, and we noticed that the fabric is coming off both couches in different spots, so we called bobs to have a technician come out and look at it, so he came and said they were stains on the couches, which was false, don't kn how he got a job there, but anyways, we paid extra for protection plan, goof proof, so we called customer care and they said they could not do anything about it, six months after we bought the couches and the fabric is coming off! We have bought a lot of stuff from bobs and I would never go back there or tell anyone to go there, you guys are a bunch of crooks!