The complaint has been investigated and
resolved to the customer's satisfactionResolved Bob's Discount Furniture — quality of furniture/poor customerservice
resolved to the customer's satisfaction
I went to Bobs to purchase`a dinette set and a bedroom set. Upon the first delivery the driver arrive with the dinette set and half the bedroom set. The Furniture is definitely is of poor quality, cheap is an understatement. When I called customer service, because the store will no longer deal with you after they have your money. I got 10 stories from 8 people. They set up another delivery date again and came again without the entire bed. 10 phone calls later here we are again today waiting for the rest of the bed only for me to call customer service to find out that they are stating no one is coming today because the bed was delivered. I do not have the bed and I cannot get a straight answer from anyone at this company. I have now taken 3 days off from work, have been sleeping on the floor for 7 days and the customer service person suggested that I put the mattress on the blanket. The customer service at this company is horrible, I asked for a supervisor or manager and all of the customer service people feel that they have worked there long enough and they can assist me. They refuse to escalate the call. My advice to the furniture buying consumers. I know times are hard and we are all on a tight budget, but shop around and never patronize this terrible organization.
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I purchased 2 sofas and a complete bedroom set on Dec 15, 08. It arrived Dec 19 and I was on the floor on the 26 of Dec. The rails & footboard completely broke. When I called they said they would send some1 out yeah a week later and it was only to inspect it. It was defective and so was the dresser. So they reordered it and it was to arrive on Jan 10. I received a call to state that the bedroom set they were sending was also defective. (What a joke). So I called to tell them to pick up everything, I don't want any of it. 1st they wanted me to keep it by offering me a $50 credit to use in the store, then $100 credit and for them 2 make an effort in sending the delivery the 3rd time. Uh NO!!! So they came to pick up the furniture on January 24, 09, and stated that when it arrives at the warehouse my cc would be credited back within 3-5 business days. Well guess what I'm still waiting for the credit. Customer Service has no idea who should be making the credit, oh you have to call the store they make the credit, or you have to call cs they make the credit. It's been almost 2 months & they are so dumb founded when I call to let them know I'm calling the BBB on them. I would not recommend purchasing any items from this place as they have a bunch of sales people who swoop on you as soon as you walk in the front door, and when there's a problem you can't go back to them for any type of help. Well, what do they care they already received their commission.
I just recently graduated college and secured a job in the Yonkers area. Instead of moving all of my furniture from Michigan, I figured it'd be easier to buy new when I moved in. Almost two weeks prior to my move-in day, I had checked out a few different places around Yonkers and Bob's seemed to have the best price on their products and delivery. I called into the store to confirm they had the furniture I wanted in stock and that they could deliver it on my move in day. The associate I talked with told me that they actually recommended ordering online because I could get a break on delivery and because I was ordering so far in advance, they could guarantee delivery. I submitted my order of over $2, 000. The next day, I received a call from Bob's to see if I wanted to upgrade to their "goof proof" insurance. I thought it was a good deal, but felt uncomfortable giving my credit card information over the phone, especially since I didn't initiate the call. The employee said she understood and said I could add it when I got into town. Well, on my move in day, it was getting close to the end of my time frame for using the moving elevator and I called to see what the status was of my order. I was told that I still owed $40 on my order and they wouldn't deliver until it was paid! After talking to a manager, she said they had made a mistake and would deliver it 3 days later. I told her this was totally unacceptable. They promised me they could deliver it on my move in day. She said she understood, but couldn't do anything about it besides give me a $50 credit untill the store manager came back into work, 3 days later. This still won't make it right for having to sleep on the floor and not have anything to sit on for 3 days while I try to get ready to start a new job. I DO NOT recommend that you shop here. They made sure to call me less than 24 hours later to try to upsell their insurance to me but, couldn't call to say I owed $40?!?!?!? I'm especially nervous, after reading more reviews, about what kind of condition my stuff is going to be in when I get it!! Like they always say...you get what you pay for!
My first experience with Bob's was about 12 years ago. We purchased a set of couches. Two years later, they looked as if we'd had them for 15 years.
We were looking for bunkbeds and Bob's had what we were looking for (the kind with stairs instead of a ladder) We were previously told by a sales person at Bob's that the quality of their merchandise had improved since them. We ordered the bunkbeds from them and it has been nothing but a headache.
On the first delivery, multiple pieces were damaged. It was suggested that we request to have all pieces inspected before the next redelivery. When delivery #2 arrived, not only was there damage to a piece that had been inspected but holes for the bolts were not drilled all the way through. Currently, I have one top bunk set up for one of my kids to sleep in, the second mattess is in my kitchen, and we are awaiting the 3rd attempt by Bob's to get it right.
I will never make another purchase from them again. I am trying to locate their corporate office to send a letter regarding my bad experience but it has not been easy to find. Wonder why! I highly advise against purchasing anything from Bobs. Personally, I know 4 other people who have had experiences similar to mine.
If you're considering buying from Bob's, I have some advice for you - don't. Spend a little extra money and go someplace like Basset or similar. We have couches we had purchased from them 6 years ago that still look great. Bob's = crap.
I bought a bedroom set 4 years age and NOTHING like this happened during the delivery. The only damage to the bedroom set was done by ME in my 2 moves since I purchased the set. I must admit the quality of the furniture isn't the highest however you do pay for what you get. How else do you think you can buy a 5 piece bedroom set for under $3, 000.00?? I've priced out bedroom sets before buying from Bob's Discount Furniture and 90% of them go between 4K to 7K.
What I thought would be a simple rug purchase turned of to be an experience that left me so upset that I will NEVER purchase from them again.
We went to their Westchester location. The furniture looked cheaply made. I told my wife lets get out of here. But she noticed a rug that she really liked. So we purchased it. The salesman said I would have it in three days. After three weeks of the run around by their staff. We canceled. Everytime I called I was given such a run around not to mention being on hold for ten minutes at a time. Stay Away. Very Unprofessional staff.
Not only did our delivery date get moved further back after we paid in full but their delivery guys make a whole in my wall with out me knowing ..but then had the nerve to tell me they couldntr fit it in the door way with out doing damage which they did do damage to begin with...so they took it back and instead they brought up the tables and lamps i ordered which were damaged horendously and we were mising a lamp then they gave a hard time about getting our money back because their delivery guys wouldnt take back the damaged tables and lamp with them and we had it in the house for about a week...so we reordered ...had to pick out a whole other set and everything...waited another week and again...it happened again..except this time the couch was damaged and they sent the tables without the screws to put together, , , in all, , , i lost about 500 of 1500 dollars because they wont give back the total in full.
a verified customer
Furniture delivered damaged, my sofa and loveseat were ripped on the bottom and the sofa had a note attached on it, stating (DO NOT KICK THE LEG)also my end tables were damaged.I would like to be compensated for my patience and discomfort, by sending me a lamp. When my order goes out to be delivered again. That is no way to send merchandise out from the warehouse. I hope that this doesn't happen again, otherwise I will consult Consumer Affairs. That is no way to conduct a business, I'm sure Bobs Discount doesn't want to get a bad name.
a verified customer
I had a great experience in the show room ordering my dream set the Branson pub. All the paperwork was drawn up and I was told by Gayle I could have the Branson PUB set in my dining room by the end of the month. Well, it arrived today and isn't the Branson PUB it is the Branson set! The delivery men told me I was crazy and that everything looks different in the showroom...but I would say a foot difference in height is hard to miss. Now I am on hold, 15 minutes in total, and I won't be surprised to hear "I am sorry miss your set has been 'discontinued'". Thanks Bob for nothing! You've lost one loyal customer and more to come!
a verified customer
I've recently bought a living room set, a bed, a mattress and a boxspring from Bob's discount furniture. My ordeal began when they charged my account twice for $1656.35. They recently upgraded their computer systems and apparently forgot to train their sales associates on how to use the system. I therefore had the sales guy (Godfred at Carle place, NY) who kept swiping my card thinking that it wouldn't charge it each time he swiped. This was only the beginning of my problems. I was in the process of moving and so I needed to have that money in my account. I spoke to the manager who told me he would take care of the whole situation and that I shouldn't worry. They told me "the first transaction is lost somewhere and so Bob's wouldn't charge me for it." Of course I find out two days later that they did charge me. I then had to return to their store and wait another 5 hours going back and forth with my bank and their manager to get this issue resolved. In total I spent 8-10 hours dealing with this overcharge issue alone.
After this was taken care of I was told that my order would arrive on time because everything is in stock. I planned to pick up the furniture from the Seacaucus, NJ store in my Uhaul truck. I call the day everything is supposed to arrive only to have them tell me that my bed and box spring are missing. They then tell me it will come in the next day. So I reschedule my trip to pick up my furniture from their store the next day. Once I arrived they tell me that the merchandise is still not there. I start to freak out because I now have no bed to sleep on and they have no idea when the item will arrive and they were unwilling to ship it for free to my house in Albany. Mind you the Uhaul rental itself cost me $200 and they wanted me to do it again so as to pick up the furniture that was already supposed to be there. The only option I was given was that I should purchase the bed and boxspring from their clearance center and then I would be refunded the difference. I decided to do that and picked out another bed and boxpring. The only problem is that they have yet to refund the difference to me. Their systems were down and they couldn't refund my money so they told me that everything would be taken care of when their systems came back up. They told me that they would call me to complete the transaction. This was yet again another instance of Bob's associates no following through on their promises. They never called me back and I have had to call THEM back on every instance that they've told me that they would call me back. To date they have NOT refunded my money. They have also placed me on hold for 45 minutes to "handle my issues." Nothing was handled. The manager Ramone Naziro promised to call me back to handle the situation but did not call me back as promised.
If you are looking for well discounted prices, realize that with Bob's this discount comes at a price. The opportunity cost of dealing with Bob's is in the time cost and the utter stress and headache of dealing with the run around and misinformation that their associates provide you. I will never again shop at Bob's. I've learned my lesson (or rather I'm still learning it since $450 dollars is still owed to me).
a verified customer
We purchased a sofa at Bob's and was told that if we purchased a Guardsman' goof proof that we would be able to get our sofa cleaned within five years of purchase. NO. [protected]. After filling our required forms, which were not mentioned by salesman, we were told that we are not covered, soooo I guess we are paying for this for nothing. I am not happy about this. Will not return to Bob's for anything ever again. Thank you for nothing!!!
I feel if someone is promised something, they should follow through. Not too much to ask for.
a verified customer
On September 2, 2017 I purchased 3 rooms of furniture, the salesman stated the dining room set would be delivered the last week of September. No call, I had to physically go back to the store to be told that they further backordered the set, and that it would be in on October 27, well that day came and went. I then called the store on November 3rd, and was told that the dining room set would not be delivered until the first week of December. That was a deal breaker, the quality of the furniture is not that great.
a verified customer
We bought a "Ciera" couch from Bob's Discount Furniture. Within 4 mos the frame was warped. Not just a little, but all out of whack. Horrible construction and cheap materials make this store a rip off! Really, this piece of junk makes Ikea look like Ethan Allen. Just awful stuff. Please somebody from Bob's track me down and give me my money back!! It's hardly saving money if the item does not even last one year. He has some tenacity coming on T.V. and saying nobody can beat him...that's because nobody else is selling furniture mad out of paper mache. Just outrageous.
a verified customer
DO NOT EVER SHOP AT DISCOUNT BOBS! I ordered an entire houseful of furniture and paid cash (10K). I have had nothing but problems with the 'superbobs' sofa since delivery. The drawer didn't work, so they sent another sofa, but the delivery men tore it when removing the wrapping. So they 'rigged' the drawer and it never stayed shut. A tech came and fixed it, then the one recliner broke (doesn’t recline) and is 'coming away from the sofa'. This is all within 3 months of delivery! The tech that looked at the recliner told us he would order a new sofa. After 2 weeks of not hearing anything, I called customer service. She said the tech said the recliner broke BECAUSE OF THE CUSTOMER! How dare he! No one here does gymnastics on it that it should break, and even if we did it should be made to hold up for at least a year. I scheduled a 2nd opinion but those idiots SENT THE SAME TECH! So he never came and I AGAIN rescheduled for a THIRD time next week, for a 2nd opinion. I bought the goof proof but it's only good AFTER one year! I have an $800.00 flower pot! I am so sorry I went there, wish I had seen the reviews 1st!! If they do no replace my sofa, I will go to an attorney and small claims court, it’s the principal of it!
a verified customer
I ordered a love seat couch in September 2017 and I was thinking while I am renovating the apartment at the time so I can afford to wait a little bit. The sales were saying the wait time could be up to 5 months. After renovation, I move in November 2017 and decide to stop by the bob's store to ask how they doing with the order. The clerk told me the order is ready to ship. I was surprised that it only takes them 2 months though they were saying it could take 5 months previously. so I happily pay the rest of the balance and schedule an delivery date in November 2017, but since then, the delivery date has been reschedule for 5 times (not my fault, bob push back date) and it is now almost Feb 2017 and I still don't see my couch. Everytime they give you excuses like "your order hasn't arrived to shipping warehouse yet", "This is holiday season.", Shipping team is busy. Shipping team is on vacation for holiday", "It was snowing in CT and truck got bury in snow"...Finally, I had enough so I ask for a refund and they say it will take 3 to 5 days to get money onto my credit card. This is day two waiting for refund and waiting...Don't shop at Bob. They gave me 100 dollar "gift card" for my trouble..., but who has the right mind to shop there again??!?? Dont shop at BOB!
a verified customer
I was told that my furniture would be four days after my delivery date but, instead it took two weeks on five different delivery dates. I missed four days of work because I had no one else to wait for my furniture. Top it off EVERYTHING came broke and everytime they came my furniture was broke. One of their delivery men told me he would not leave the furniture with me if I didn't sign for the furniture, but, when you have dealt with so much poor customer service who would sign it, he treated me as if I rented the furniture when I actually paid in full for it. I was told that I would be compensated with my delivery charge and a gift card...Now they are telling me I'm only getting the delivery charge so I'mn waiting for someone at customer service to pick up which *** cause everytime you call for them you have to wait for at least 15-20 mins...Bob's you SUCK!!! I hate your guts!!!
a verified customer
My eighty five year old mother purchases a power lift chair from BOB'S. She purchases the goof proof protection. The lift motor fails. She calls and calls, I call and call and e-mail and NO ONE EVER ANSWERS THE PHONE. Such poor customer service. BOB you are a fraud, your commercials are very convincing, but when the customer needs service you are not there. Why don't you try calling your own 800 and see what happens to you. I or my family or anyone I tell this story to will never do any business with your company again. BOB YOU ARE A FRAUD !!!
a verified customer
I am so through with dealing with bobs and their DRAMA!!! I previously made a purchase from the Yonkers location and it has been nothing but problems. First my deliveries went wrong.. Ask me how one delivery, turned into 3 !?!?!?!. Then when I canceled some things on my order due to problems, they are giving me a hard time getting my money back. Then the queen size bed I purchased, the bed slats are damaged, and trying to get new ones is not easy. Then when I made my purchase, I added the goof proof plan and I have not received any paper work for it and when I contacted the store regarding the issue, I was told that store would mail me out the information and of course I have not received anything. I don't understand why I should have to go through so *** much. What happen to good customer service because from my experience it definitely does NOT exist at BOBS. I have contacted the store on numerous occasions regarding my issues and I am always put on hold and then after a few minutes, the call mysteriously gets disconnected. Then when I contact customer service I am given the run around. I am sick of this *** and I am going to report BOBS because I am not the only one who has issue with them. Something seriously needs to be done about the service received by Bobs Furniture. I will NEVER recommend Bobs Furniture to anyone ever again.
a verified customer
Furniture and service is crap my wife and I have been calling bobs and guardsmanfor over a year with my sectional colapsiing spring popping out pillows coming off the back and I called and bobs cant help and guardman said I called them to late for them to help what kind scam is this if bobs sells you insurance and it don't help so what am I to do, they say my kids might have cause the damage but my youngest is 8, 10 and17 they are human not animals.
a verified customer
I have tried calling customer service to repair a PowerBob each of the last 4 days and every time I call the person I speak with tells me a rep will call me back AND NOBODY HAS EVER ACTUALLY CALLED ME BACK. The only bed I have to sleep on is unusable and nobody from Bob's will call me back to send a technician to fix it! Bob's sells cheap stuff and won't fix it Stay Away!
they are big liars!
bunch of liars...bobs...stay away from this third rate company!
You should report them to BBB, other consumers should not get duped like you did. Bobs spends millions of dollars on its image and advertisement. What he should do is spend on customer service and better quality furniture, not the cheap junk that he sells.
I bought furniture on 8/29/11 and I was promised delivery in 3 weeks. After 3 weeks, I got some items and was told to wait another 3 weeks for the rest, 3 weeks later they delivered everything except two pieces, now its two months after I paid for the furniture, they can't even give me an expected delivery date. The service in the store was impressive but ONCE YOU PURCHASE FURNITURE, THE CUSTOMER SERVICE AND DELIVERY SERVICE SUCKS. I would never purchase or recommend anyone to this store.
a verified customer
Placed furniture order online. 2 days later no contact, so I called and they had no record on an order even though it was charged to my credit card. Spoke to many people over many hours, transfered here and there. Received voicemail that order was found in the accounting department but never assigned to a store for delivery. Person on voicemail stated that they would call back next day to followup but never did. Then it all started again next day, many hours on phone but no one knows anything. Submitting dispute for charges as never have received furniture and the company can not give a clear answer as to what is going on.
We have had nothing but problems since we first placed our order. Items were delivered damaged numerous times, replacement parts and pieces never got delivered, deliveries were incorrectly scheduled and the list goes on and on. This has been going on for 6 months!! As a means for them apologizing for the inconvenience, they said they would send us a $100 gift card - like I would actually buy anything (even free) from them. Their offer definitely doesn't make up for 6 months of poor customer service!!