Purchased a queen size mattress, box spring, headboard and footboard from the Manchester stores outlet for my son, who was moving from Connecticut to Worcester, MA on 7/31/19.
We picked up the items on 8/1/19 (as they don't deliver items purchased from the outlet part of the store) and brought them to my house in Connecticut. My son was renting a uhaul truck on 8/2/19 in Connecticut to move his things from my house to his new place in Worcester, MA.
After moving his things up there (which included the items I mentioned we had purchased on 7/31 from the outlet) he was not planning on returning to his new home in Worcester, MA until 8/4/19 to put the bed frame together and whatever else he needed to set up. When he started to put the bed frame together, he realized that he was given two headboards and no footboard.
I called the Manchester, CT Bob's Store on 8/5/19 to inform them what had happened. I was immediately told by the sales associate that she didn't think there was anything they could do because anything purchased from the outlet was an "All Sales are Final" purchase. It wasn't until I told her that I was not accepting that answer because he was not able to put the frame together without the footboard and all I wanted to do was exchange one of the headboards for the footboard that we had purchased.
After being put on hold she was able to confirm that I could make the exchange. My next question was since now that the whole set was in Worcester, MA could I do the exchange at the Bob's Discount Furniture in Worcester, MA to avoid the obvious travel and time and gas expense. I was told that the exchange had to be done in the Manchester store due to inventory reasons.
Not really understanding that especially in this day and age with computer systems being they way they are and how the inventory should be able to be changed from store to store via the computer.
After hanging up with the Manchester store, I called the Worcester store and ended up speaking to someone in the outlet section and proceeded to tell them my story. After some time they did inform me that they had the footboard I needed and that I could do the exchange there, however, they would need to call the Manchester store to get the original paperwork sent to them.
Just as I was leaving for Worcester, MA to proceed with the exchange, I was contacted on my cell phone by the Manchester store saying that the Worcester store called them to say I had inquired about doing the exchange in Worcester. The first thing I was asked was why I needed to do the exchange there? I explained that I think it's rather obvious that since the headboard was on Worcester, MA and you have a store in Worcester that has the footboard I needed that it only made sence to do the exchange there. I also mentioned the obvious of wasted time and gas expense.
I was immediately told by the Manchester store that I could not do the exchange in Worcester (even though they had the footboard there) because, once again, it was an inventory issue.
LONG story short - I had to spend my day going from Connecticut, up to Worcester, back to Connecticut to go back to Worcester.
When I reached the Manchester store, the worker helping me with the exchange said he knew exactly what had happened and said the salesperson labeled the two headboards instead of the footboard and that she had already been spoken to.
This does not satisfy or justify allowing a customer to have to go through what I had to go through due to their mislabeling. I was also told at one time that it was our responsibility to make sure the items where right before driving off!! Nevermind the workers that put together the order!
I will NEVER do business with the Manchester Bob's Discount Furniture store again, which is sort of a shame since we have purchased furniture in the past and have been satisfied for the most part.
It is clear that they DO NOT put their customers first. No matter if an item is purchased in the regular part of the store or the outlet, money is money and that does not seem to be their feeling. As large as a company they are and I'm pretty sure it's because of their customers, they are not appreciative of it!