Bob's Discount Furniture
reviews and complaints

I'm behind in my complaints, received my last piece I believe in June and of course I had to send it back for damages and the replacement still needed to be touched up by me. I'm glad my order is finally complete and I will NEVER purchase another thing from Bob's again. I was told I would receive some type of reimbursement but I believe that was a crock, haven't received or heard from anyone yet!

Good Luck to anyone buying from Bob's

I purchased a new King Mattress and Base from Bob's in February 2021. The mattress was out of stock, so we accepted we would wait 8-10 weeks for the bed. We receive the bed in late April. Upon delivery:
Delivery team states they were not asked/paid to remove the old bed. We had a very specific document stating otherwise, because the saleswoman at Bob's told us they would say that because it happens all of the time. (Perhaps fix the issues with your 3rd party vendors instead of working around them. "Hey customer, enjoy your conflict with the service provider we choose for you and you pay, because we don't like to communicate with them").

Delivery team incorrectly installs the wrong legs on the bed. We call customer service and you can get someone out to us in 2 weeks. "Enjoy your new bed that is permanently stuck hovering 5 feet above the floor". We work like hell to get the legs off the bed, return to your store, and finally get an employee who has a solution to get us the right legs immediately (your manager could get those in 2-4 weeks, even though you had multiple models on the floor, which is where our legs ultimately came from). My wife installed the legs herself after that.

3 weeks later (mid May) the motor to the base burns out, bed stuck upright. A tech comes out a week later and says, "the installers didn't remove the zip ties for the motor cable used for shipping. It's been choking off power and burnt out the motor".

We were told it would be July before a new motor would be available. We called customer service (talked with several individuals) to ask could you just replace the base, understanding this is due to incorrect installation, we've only had a working bed for 2 weeks, and are looking at a minimum of 10-12 weeks to get this repaired. No, there is nothing that can be done because Bob's Discount Furniture already got paid and could care less about your experience after the fact. "That's the installers fault. That's the technicians fault. Don't be mad at Bob's, be mad at someone with no obligation to you the customer because they couldn't fix it". You take no ownership of your product, or organizations you partner with to provide your final mile deliver and install, as well as technicians.

The bed and base were nearly $4000. I paid for them in cash, in February. I paid $350 for delivery that was completely incompetent on multiple accounts, and is the absolute cause of the item failing. It's July 24th and I had a working $4, 000 purchase for two weeks. I hope that adequately summarizes this stellar customer experience. However, reading so many other stories, mine is one of many very similar tales.

The bed I was replacing was my 2005 Bob-o-pedic, purchased in Norwich, CT. The first bed and full bedroom suite my wife and I ever bought and still own today. I was thrilled to see your stores expand to the Midwestern US. Now, you're just a clear example of what can happen when a business grows in size beyond what their business model was intended to be. To offer cheaper prices you offer the cheapest service, and can't support your customers.

I bought a expandable dining table set in the start of year 2020 along with Goof Plan and few days after my purchase COVID happened. I had table only for few months and I saw bubbling happening on the top layer of the table as well as chipping of the veneer on chairs and table. Few days later the lock which is used to lock the expanded table broke. I called the Bob's store multiple times but nobody picked up the call (not sure if they were not working due to covid). Now it's more than a year so when I called Bob's they say I need to call guardian to file a claim.
I have filed multiple claims and they all have been rejected saying the peeling is not covered. And when we bought the table set we were told even a single stain would be covered. Now I have a piece of Junk which I just want to throw away.
Goof Plan is a scam which is worthless.

Bought this cash over a year ago and the legs have been wrong so I cannot put this bed together. For a year they gave me different dates when the correct legs would arrive and I called when each of the dates passed and given a new date. Now it's been a year of having this huge bed in pieces around my house and they are still giving me dates that will never come. I just want my money back or a new bed.

I have the same problem I have bought a bet set and they left mice in my house I am so mad at it all. I would never like to buy from them again ever coz now I have to spend $500.00 for the pest control and they are not even covering it they gave me option to pay me $80.00 back. I don't get that at all. Tbh I have a mice in the house with kids their and these people don't care or take any responsibility for the thing they left in my house

This letter is to file a complaint.

The original emails were going to my domestic partner at email: Nysfireman8.[protected]@outlook.com

This order was placed April 2021.

The salesman, although very pleasant was working with too many people at once, guess he wanted to get that huge commission.

I ordered a Hudson Pecan Desk. When it arrived, IT WAS GRAY! I had to deal with that awful color for 3 weeks until they brought the correct desk, and even then there was an issue with putting it together. The person had to re-drill holes to get the drawer to go in. Not their fault, poor quality.

I knew there was going to be a delay on the mattress, fine, no problem. I requested multiple times that the bed and mattress be delivered at the same time AND on a Saturday

Now, here comes the complaint!

We keep getting notifications that the mattress will arrive early July, then late July, then early July, the early Aug, then early July, then late July, then late Aug and now we find out it's been in the warehouse for god knows how many days.

I feel like a yo-yo. Is this how your company does business? If the company I work for knew I was doing things like that I'd be fired, no warning, just "we'll pack your desk and send it to you".

My partner keeps getting emails stating Your Bombastic delivery will arrive tomorrow, June 23. And I have gotten the same message on my phone via Text.

We have made so many calls to Bob's to see if it is the complete set, "no, it is just the frame" and we ask them to hold the frame until the mattress comes in. "Ok, no problem", "it's the warehouse that doesn't read the notes we put in". That is the saddest excuse that a customer service rep can give. Passing the blame to someone else. Again, I would be fired.

My partner called, again last night, to cancel the order entirely. After a brief hold, he was then told the mattress was in stock and can be delivered together. We decided not to cancel the order, but rescheduled for the full delivery on July 10th. After a brief time, the email with the confirmation number was received. Yay! Not!

Now, yesterday, my partner and I both get notified, again, that a delivery will be made today between 10:30 and 13:30. Today. I, at this time, am completely fed up.

He called the store where the order was placed and requested a cancellation of the order and a refund. They attempted to persuade him to not cancel the order. They were even willing to move up the delivery date. No, no, no, no

He finally got the person to understand we want to cancel the order, and he was advised the reimbursement will show within 3-5 business days.

The way your company is run is beyond embarrassing, and is beyond anything I have had the displeasure to work with.

You will not receive any other business from this household, again.

And your email address doesn't work. Guess you're trying to bide something!

Tania Watson

I purchased over $4, 000.00 worth of furniture with this company and the sales person convinced me to purchase the "protection plan" says it will cover ANY and ALL damages to ALL of the pieces. So it just so happens the piece got damamged and the finish on the piece is ruined. and they are now claiming that it's not covered and will not be replaced. Come to find out everything the salesperson said to convince to purchase ALL my furniture there is NOT covered... . the damaged piece Its a small piece of furniture and was very inexpensive TO THEM. I never would have paid the additional cost for coverage (as I usually dont purchase those warranties). I am very disappointed that this comapny cant see fit to hold up its end of the sale. If the sales person was wrong in telling me such is covered than they need to train their employees better !

Bedroom set delivered May 28, 2021 but missing hardware to attach mirror to dresser. Customer was directed to order hardware through the appropriate Bob's department. This was completed in May 28, 2021. Upon receipt of hardware customer was directed to schedule a Bob's installation person for assembly. The soonest date for assembly was June 15, 2021. Upon arrival June 15th the installation staff discovered that I, the customer, had only been sent one of two brackets. Therefore, mirror attachment could not be done. Customer was again directed to order the missing bracket. I was told that the parts are not made in this country and that the soonest I could receive the part would be September. Customer service re[presentative decided to order the full mirror and assembly and do an exchange, which could be facilitated more quickly. The exchange is scheduled for June 24, 2021.
The repetitive delays and errors in delivery and service has pushed the furniture setup time to after my surgery, which would never had been mentioned if this issue was resolved more efficiently and attentively. For it to take from delivery on May 28, 2021, at which time all parts and assembly was scheduled and paid to be completed, to June 24th to resolve the issue, is a huge inconvenience to me and feels like I was only a priority prior to paying in full for the merchandise ordered. When I requested priority resolution, overnight shipping, emergency rescheduling of part installation, etc, I was told we're not at liberty to do that or we can't, or that's not how it works and so on.

I purchased a (3) piece electric sofa, (2) massage chairs, (2) end tables, and a coffee table in November of 2018. I paid $3915.00 for this furniture, and I also purchased the additional goof proof protection.
Around July of 2020, my electric sofa set stopped working. The left facing recliner, does not recline at all, nothing happens when you press the button. All the other buttons work such as the lights and headrest. The right facing recliner, is stuck in the open position. When you press the button, nothing happens. All the other buttons work such as the light and headrest.
From July 2020 to October 2020, I tried contacting Bob's customer care line. Each time I spent hours on hold waiting to either get ahold of someone, or when I finally did, the call would get disconnected. I was not able to speak to anyone at customer care at all.
On October 20, 2021, I contacted the chat line, I chatted with Byron R from 3:36pm-5:57pm. After a long debate Byron got approval to schedule a service technician to come to my home a inspect the sofa set.
On October 23, 2020, I contacted the chat line to receive my two-hour window as to when I should expect the service technician. I chatted with Nelly Klarks from 11:09pm-11:43pm.
On October 24, 2020, the service technician inspected my sofa and determined both sides had manufacturing defects (which were still covered under an extended warranty.) I spoke with a customer service agent who placed a parts order for both sides of the sofa.
On October 28, 2020, I contacted the chat line to schedule a service technician to come install the parts I received for my sofa. I chatted with Marlen from 5:40pm-7:17pm, and she scheduled the technician for November 3, 2020.
On November 2, 2020, I contacted the chat line to receive my two-hour window as to when I should expect the service technician. I chatted with Andrew It from 11:51pm-12:16am.
On November 3, 2020, the service technician came to my house to install the parts, once he opened the boxes, he noticed that both parts were sent to me damaged. The service technician tried to contact customer care but was unable to speak with anyone, so he told me to contact them the following day.
On November 4, 2020, I contacted the chat line to find out how Bob's would like to proceed forward. I chatted Ashley F. from 2:05pm-3:03pm, Ashley reordered new parts for my sofa.
On November 9, 2020, I contacted the chat line to schedule a service technician to come install the new parts I received for my sofa. I chatted Ashley F. from 6:28pm-8:09pm, she scheduled the service for 11/12/2020.
On November 11, 2020, I contact Bob's customer care line to receive my two-hour window as to when I should expect the service technician.
On November 12, 2020, the service technician came to my house to install the parts, once again when he opened the boxes, he noticed that both parts were sent to me damaged. The service technician contact Bob's customer care and recommended a replacement, he then handed me the phone and I spoke with the representative. She told me that although the service technician recommended a replacement, they would have to try one more time to send me the parts. She stated I should receive the parts within the next two weeks.
On December 2, 2020, I emailed Bob's customer care to inquire where my parts were since I had yet to receive them. I received an email back stating the parts were on back order and that I would not receive them until February 2021.
On March 1, 2020, I called Bob's customer care to inquire where my parts were since I had yet to receive them. The representative stated that the parts were delayed even more and that I should receive them toward the end of March 2021.
On March 27, 2021, I emailed Bob's customer care to schedule a service technician to come install the new parts I received for my sofa. They scheduled the service technician for March 31, 2021.
On March 31, 2021, the service technician came to my house to install the parts, once again when he opened the boxes, he noticed that one part was sent to me damaged and the other part was fine to install. He installed the one part but never hooked up the electric cords to ensure that it works. He then contacted Bob's customer care. He explained that he did replace right side facing mechanism, but the left side facing mechanism came in damaged again. He then recommended a replacement and handed me the phone. I then spoke with the customer representative who told me they would order another part. I explained to them that thus far 1 out of 8 parts were delivered undamaged, I have now taken 4 days off from work and my sofa is still not repaired. I then got transferred to an escalations agent who explained to me that she was submitting in a replacement form to her manager, and I should receive an email confirmation once it was approved. She told me that I should receive this email within a week.
On April 15, 2021, I called Bob's customer care, after speaking to many representatives on many levels who knew nothing as to what I was referencing, I finally was able to speak to a Supervisor Debbie. I explained to Debbie everything that had occurred and that I never received the email confirmation for the exchange. Debbie explained to me that the request had been denied and that she had no resolution for me. I was flabbergasted. I spent a lot of money on a living room set that did not even last two years. I have spent almost an entire year trying to get my sofa set fixed. Days of work lost, hours of my life chatting, emailing, and calling Bob's to resolve this issue. Eight large sofa mechanisms I had to dispose of because Bob's does not take their damaged parts back with their service technicians. I spent $160.00 in dump fees to dispose of these parts that were delivered to me damaged. Debbie then told me the only thing she could do is place another part order. I explained to her that thus far 1 out of 8 parts were delivered undamaged and I have been waiting almost a year to use my sofa, that I spent a lot of money for. I explained to Debbie that I can no longer afford to dispose of any more damaged parts from Bob's and that she is not offering me any resolution. I then asked to speak to Debbie's supervisor. Debbie would not allow me to speak to her supervisor but promised me that she would personally ensure that her supervisor contact me within the next 48 hours. I explained to Debbie that Bob's Furniture has never called me, every time they tell me I will receive a call I never do. Once again Debbie promised that I would receive this call, in which I never have.
To date I have yet to receive any phone call or email from Bob's Furniture to resolve these issues. I have a damaged sofa set that I have not been able to use for over a year. I have lost five days of work from attempted service calls and time spent trying to contact Bob's Furniture. I am out $160.00 in dump fees from disposing of damaged parts that Bob's Furniture sent to my house.

Order number [protected] customer Id # 9845838. This deliver was scheduled for Tuesday [protected] the driver called 30 minutes before delivery and said the truck broke down. My wife said fine deliver on Thursday 5/20/2021. We were told today our delivery is not not until July . The reason we were given is because we lost or spot in line due to us rescheduling. This did not happen you said the truck broke down.

Now trying to contact any one via phone is impossible I assume this is by design. IF I cant get some one to reply to my complaint I will cancel my order. Please reach out to Aaron Percival [protected] Or Jen Lowry [protected]

I ordered their Katie loveseat along with a sleeper sofa, chair and ottoman on January 5, 2021.The price was semi fair about 1700 for all three pieces after their delivery fee. I had looked in the store at this set and the sectional prior to my purchase. I received notice it would be delivered on January 26, 2021 but the loveseat was on back order. When they came I got my sofa and ottoman. Chair is not on the truck and nobody knows where it is. It is on the invoice they emailed me to be delivered with the sofa and ottoman. I ask they search the truck they call their boss who screams it was loaded where is it. The ottoman is broken the hinges are messed up. I tell the delivery guy he promises since the chair is not on the truck the store will be calling within 10 minutes to explain where it is and they know I am unhappy with the ottoman and the strange hinge on the back of sofa and the loveseat. This a hinge that is six inches wide and runs the back of couch its velcro that holds it with the hinges the back folds for no reason and I did not see this at the store. I am totally upset by the hinge set up cause if you push the couch the hinge goes forward causing the pillow to fall. So the delivery guy leaves and assures me the store will call within the next few minutes. I wait NO CALL. Hours later no cal. I call to see what is going on and to see where my chair is and to inform them the ottoman is broken upon delivery. They have no idea where the chair is but now that is also backordered thru possibly April this is January when the first delivery came. No apologies no wow your not happy with any of the furniture you just spent 1800 dollars on let me try to help. I sent multiple emails complaining about ottoman and lack of customer service with all my complaints nothing. I get emails saying we will give you gift card for this amount then this amount and guess what they never come. The quality of this loveseat and couch is awful. There is a hinge on the back of my sofa and love seat not sure why, but if you bump it the velcro relases and it falls and the pillows fall off. Its not comfortable and the padding on the arms is already smashed and hard . Do not purchase this set none of them are worth what they charge. They will not help you when you do complain they will re route the calls and ignore them. Do not buy anything from Bobs discount furniture. I called to cancel the chair. I do not want anymore terrible quality furniture. I called left messages have all email responses and yet they have never contacted me or sent me the 99 dollar gift card they were sending for the broken ottoman. I would never recommend Bob's to anyone. I am out 1800 dollars on furniture I did not like from the day it got delivered. They have no refund policy and their products and their descriptions do not show this poor quality hinge on the back of the furniture. They do not care that I spent money on an ottoman that cant ever be opened due to a blown out screw and the top being on their lopsided. Save your money shop other stores anywhere but Bob's discount Furniture

March 2020 I purchased living room furniture and a kitchen table. My living room furniture was delivered broken and needed returned. Due to Covid I was unable to reorder immediately, which I understand. As soon as we were able to order we purchased a different leather sofa and love seat, as the original set was cheaply made . The new set was delivered in Aug . By October the leather was wearing and chipping. I called a made a claim in October and didn't hear anything no email or phone call until Jan. I had to pick out a completely different because they no longer sell the set I bought in Sept. The only leather set doesn't go with my home decor but I really didn't have a choice because the options were limited. I asked for a refund and was told it was not their policy to offer refunds. 4 months later they insisted on delivering 1/2 a sectional. Other wise they'd give it to other customers and I'd have to they wait until the pieces came available again. So I only have 1/2 a sectional. When the delivery crew came the one guy set in my driveway complimenting my car. When he finally came in he complained about working . The other guy informed me that they have 2 pages of conversations I've had with Bob's and they were prepared for a [censored]y customer. I wouldn't have 2 pages of complaints and phone calls if I could have just got furniture that didn't kept breaking. I told the delivery guy a part of my sofa was broken and he said he couldn't figure it out and left. I call customer service, I explained the issue and at this point I just wanted a refund. I've been trying to get descent furniture for over a year! I was told I couldn't get one unless I refused delivery at the door? How was I suppose to know the sofa was broken if I didn't get it set up. Had a set up crew come out today and they couldn't do any thing. They suggested my floor was problem it could be uneven uneven causing the sofa to rock. They are sending someone else out to look at it. At this point I'd like to just receive a refund for the furniture. I don't even have all the pieces.

on april 8th service came out to me and said i has to purchase a remote for my recliner.
i was not given a tracking number or tags. i sai i would pay overnite charges but was told not an option.
i called on april 15 to see where we in the process. i was told the part is st service and they will be delivering it.
i call april 20 was told by i should be getting it shortly. icall on april 21 was told it would be shipped the 20 or the 21.
thursday the 22 i called again thet said they would contact dispatch. and sent them a communication. today i get an e mail from kayla s that it is going to take an additional 7 to 10 business days. this is not good service i am 69 yrs old man who cancel dr.s appoinments and tests for bobs furniture. i need the remove to elevate my legs to help with circulation, i have 2 bad hips so cannot get on bed . i want some one from corporate office to call me directly to try to accommadate me
my number [protected] if i do not iwll call network to get them to do a report on my dealings with bobs
thank you
richard suarato
[protected]

Bobs Base broke after 2 days, was replaced broke again 3 days later. Service tech came out said motor broke and needed replaced on 4-10-21. Followed up today 4-22-21 it was never ordered. They said it was due in end of July. Bed is stuck in upright position. Been sleeping on the floor since April 4th. Need this fixed, replaced, or exchanged. Can't wait 4 month to use bed that I paid $1, 100 for

Terrible quality and terrible customer service as well as terrible experience is an understatement to describe Bob's Discount Furniture. I'll go as far as to say they are a dishonest company when things go really bad don't expect a solution, you will feel helpless! Buyer beware!

As stated when things go bad don't trying calling corporate [protected]) you will never get a hold of anybody there, all calls are forwarded to random customer service call centers in other locations. My calls where mainly forwarded to Guatemala and in speaking with a supervisor they're she stated that she couldn't fix my problem.

Today was literally the last straw after waiting 3 months waiting for service and replacement of a defective product I feel deflated, frustrated, sad, angry and realize I will have to pursue legal action. It amazing me how this company is still in business and is my situation an ISOLATED INCIDENT? Literally they have failed me as consumer numerous times.

As of today I DO NOT TRUST BOB'S DISCOUNT FURNITURE. From store manager to customer service supervisor I was told "I'm sorry for what you are going through but I can't do anything" and was advised to contact corporate. None of the employee's I spoke with made any effort to reach corporate for me or make an attempt to start the process. I walked out of the store feeling desperate, helpless, cheated, manipulated, and they got my money.

Instead of fixing this problem in a timely manner which should of taken a few weeks, this problem dragged out for 3 months, the first time they attempted to deliver the first replacement couch 4/6/2021 they unloaded the couch and proceeded to open the packaging and found that the couch had the same defect. The drivers noted that the couch had the same defect, it seems this is not an isolated incident. I called customer service and asked for a REFUND and instead I got an apology, they asked me to please give them another chance to fix problem then she told me the soonest they can get this product to me would be 4/21/2021 and she stated to me that the driver will inspect the product in my presence to assure the product has no defect. I emphasized to please instruct warehouse and drivers not to stand product on its side when delivering couch to reduce the chances of damage during delivery.

Today was the second time they attempted to deliver the couch 4/21/2021 at approximately 11 am. When I walked up to the truck I noticed the couch was standing on it's side then the driver stated that he was specifically instructed to leave the couch wrapped and leave with no inspection. I explained that customer service assured me they would inspect the product in my presence but he stated he was a 3rd party carrier and did not work for Bob's and could not do that.

As it stands right now I have a defective couch, I cannot reach anyone at corporate to make a formal complaint. The Manager at Bob's in Bell Gardens was apologetic and assured me "I WILL NOT PASS THE BUCK" but in the same sentence said he couldn't do anything and advised to me to call CORPORATE, everyone else who is affiliated with the company seemed not to care at all.

If Bob's Discount Furniture wants to dispute my claims I have noted everything in detail while dealing with this awful experience, I have noted all calls and taken pictures, noted all messages.

Last thing no one should ever go through what I had to go through! It's truly sad how this company refuses to take responsibility for their actions and not honor the quality of their product.