Bob's Discount Furniture
reviews and complaints

To Whom It May Concern:

It is with deep regret that I find myself having to write this letter. Almost two years ago, I purchased my dream home. I was excited to furnish it and make it how I had always envisioned. I knew Bobs Furniture was the place to help me bring my vision to life. Picking this set was no easy feat. There were so many I loved but we ended up choosing the "insert name of sofa" I could barely contain my excitement as I patiently waited for it to be delivered. I was already picturing my family seated on the set enjoying life and spending numerous days of quality time together.

When the "insert name" set arrived, I was enamored. I would creep downstairs just to walk by and stare at it! However the love affair I had with my living room set was short lived! I initially began noticing that the overall appearance was not as "new" as one would have expected. The set appeared to be developing some sort of lint balls. The cushions appeared to have had sunken in and overall just looked worn. Too worn for only having the set for a little over a year! It looked as if I had this set for over five years. This went on for some time as I thought I was just being a perfectionist as usual. However, as the months progressed the problem became worse and became even more visible. It became so terrible that now the very room I loved spending time in, I was avoiding so I would not have to look at the set and be disappointed. I called Bobs and you guys came and performed an inspection.

I recently received an email based on your findings. I was extremely insulted and heart-broken that your inspector deemed it plausible to just replace the cushions. Putting "new" cushions on a base that already looks worn will not remedy the problem for me. I spent over a thousand dollars on this set plus insurance to assure my satisfaction. I did not expect to feel the need to replace my set in such a short time frame! Putting new cushions on my set would only enhance how terrible the appearance of the base is. I paid for insurance to have a peace of mind. My objective is to discuss other options as I am not at all satisfied with receiving new cushions! I also purchased the ottoman with the set and it has the same issues. The ottoman was not mentioned at all in the email I received about the findings! I always thought Bobs was a place I could trust but merely replacing cushions definitely doesn't seem like something a reputable business would do to ensure their customers satisfaction. I want to go back to that place of reverie and love that I felt with my purchase but replacing cushions will definitely not bring back those feelings!

Please feel free to contact me via email or at "insert number" to further discuss this matter.

Also your customer service needs a lot of improvement they cold transfer me after I was holding for an hour as well as denied me access to a supervisor and once I finally reached one our call dropped and she didn't even have the decency to call me back when she clearly had my account in her screen and was able too.

Thank you,

Zulma Lopez Ramos

On Tuesday, September 4, 2018 at approximately 5:00 p.m., traveling Northbound on the three lane DC295 road, about 200 yards before the Nannie Helen Burroughs Ave N.E. exit, one of your drivers in a Bob's Discount Furniture truck (license plate #5DE7473) was driving recklessly and showed no regard for safety as I barely escape him running me and one of my colleagues off the road.

I was traveling northbound at about 40 mph in the far right lane of DC295 (three lane road). Your driver was in the far left lane and was traveling about 5 mph faster then I was. Your driver made a unsafe lane change from the left lane to the middle lane and ended up side by side with me but just slightly ahead of me. I didn't see a reason why your driver would not have seen my car but my gut feeling was that he may try and squeeze in between my car and the car in front of me so I sped up and to close the gap and ended up traveling evenly along side of your driver.

We drove for approximately on quarter of a mile side by side and then your driver
steered into my lane and would have hit my vehicle if I hadn't steered onto the shoulder of the road. As your driver was entering my lane I steadily blew my horn until I got his attention. Although he saw me, and I know he did because he seemed startled for a moment, he continued on and did the unthinkable; he ran me straight off the road. I had to steer all the way over on the shoulder and stop my vehicle. If I had not took this defensive action, there was no doubt he would have hit my car.

I was still laying on my horn and then took off to follow him as he increased his speed while seemingly trying to get away. He sped on and exited on Nannie Helen Burroughs and took the wrap-around road and started going southbound on the service road of DC295. I followed him southbound until your driver made a right turn off of the service road about a quarter mile before the Benning Road turn off. I kept straight because by then my colleague was close enough to recorded the license plate number.

In my opinion your driver was displaying actions of a reckless driver with not regard for any other vehicles' safety nor his own. Something needs to be done about him.

Respectfully,

Vernell Robinson
[protected] day
[protected] evening

My son, ordered $ 2, 940.51 worth of furniture through Bob's in Scarborough, Maine, (on 8/9/18 and delivery date: 8/23/18 ..order # [protected], and customer # 4670538) . A couch that reclined ( both sides) a wide recliner, a high top table, 4 chairs, bench, 2 endtables, one nesting kind and the other with a drawer, 2 lamps and an area rug. We had to wait two weeks to get the cherry and black finish for the dining set, but we're told everything else was in stock. Okay, fine.
Today, they delivered our incomplete order. After two calls yesterday from Bob's about delivery, nothing was mentioned about the missing recliner. Surprise today! Not happy about that. Because we bought the recliner especially for a medical reason, my son has brain cancer and is going for another surgery. That was his recovery chair. That hit me hard, I was literally shaking. We called the store with the delivery guys phone, they were not apologizing about not mentioning the missing chair, but just that it can be here next week. I lost it, trying to explain that I wasn't happy and the circumstances, and the two phone calls yesterday nothing was mentioned about the missing item!
The delivery guys didn't explain fully why I was signing his phone I asked him in front of my daughter " what am I signing? " he told me the delivery of the table set. Nothing was mentioned about looking at furniture and I was signing off that it came in good condition...
SO far from the truth.
The left side of the couch, factory defect, so wobbly and doesn't even line up right. One lamp leg is stripped and can't tighten, both end tables are damaged, there are a few nicks in the table set but I can dab something in the nicks. But the other items, damaged!
Someone is coming next Thursday to "bring the recliner, a "technician to look at the couch, switch out the end tables and we will get another lamp through fed ex". We had purchased the insurance in the living room furniture for $ 129.99, so there shouldn't be an issue replace it!
At the end of the phone call, the man asked if I wanted to do a survey, I replied now is not a good time to ask that, I am not happy and really dissatisfied! When I get too upset, I cry. Once I hung up, tears came and they lasted for a few minutes. What bothered me most was the missing recliner, and our reasons for it.
The delivery men did not explain the process, they both had a difficult time with English. I did say I wasn't mad at them, but at the company.
When you go into the store there are many people trying to sell, but the back end of the business, as in customer service and customer satisfaction Bob's Discount Furniture it's the pits. Sell, sell...
We will wait for our replacements, and the missing recliner, but I am certain of one thing, we will never spend our hard earned money at Bob's again! I guess you get what you pay for, as the old saying goes!

INV# [protected] (Delivery Date: August 15, 2018)
Headboard/footboard arrived cracked and had paint drips. Delivery men said I needed to call to arrange for an exchange. Did that - had to wait another week for delivery. Delivery window of 4 hours MISSED. The Bob's Furniture APP actually said the drivers went to STOP 9 - when I was STOP 4! I immediately called and was told by a customer rep that STOP 9 had a guaranteed time so they had to go there first. Upon arriving to my house ONE HOUR LATE, the delivery men did not apologize NOR introduce themselves. I asked them to remove the headboard/footboard prior to entering my house. They did so and it was noted that both pieces had huge gauges in them. The driver called their boss and told them I was refusing delivery. They handed over the phone to me and left w/o even removing the plastic from the new mattress and leaving behind lots of plastic and papers in my driveway. I spoke to Josh who informed me I could have the packages opened prior to them putting on the truck the next time(YES). I asked if I could get a preferred time of am delivery and they said NO THEY DON'T DO THAT. I informed him of STOP9 today getting this and my delivery being late. Josh then relented and said I could have the 8:15(OK). This is the THIRD time I had to set up delivery for something that should have been delivered in GOOD CONDITION the very FIRST TIME. The recorded call I rec'd today said I had an afternoon window. WHAT? According to Josh, I would at least get the early window. I've never encountered this issue with any other furniture stores. I am very disappointed and at this point will not be shopping at Bob's Furniture.

My name is Marie Attia. Today (8- 16-18), my service was scheduled from 1:45-3:45. I was here all the time. Then, at 1:54 I was told they would arrive in 30 minutes. But, when nobody came, I called customer service to see what was going on, and I was told that nobody answered the door. This is not the first time that this happens. I have been rescheduled for next Saturday, August 25! The service guys couldn't come back because their shift was over (I called around 2:40pm). They took pictures to prove they were here. Really? I was here and the bell didn't ring, and I have witnesses. And nobody could reschedule it for tomorrow or this Saturday? The customer service is awful. You lost a customer today.

Order #7448168 Customer #2130235
Purchased Lift Chair 11/13/16. On 8/10/18 brought daughter home from hospital after major low back surgery to sleep in lift chair because of limitations. On 8/11/18 chair would not function, up or down, called store sent rep to check out, he said we needed a new remote and he called customer service to order a new remote. Kevin said it would take 30 days to get said remote, told him about daughter, he said it was what it was. Asked if we could borrow a remote, he said no. Asked if they would replace the chair, he said no. Asked to speak to a manager, he said no. I hung up mad as heck. Called back and spoke with Shakera who submitted 2 forms: 1. to see if they would replace the chair (we'd get answer in 2 working days) 2. order remote. Never rec'd reply about replacement until I called today 8/16, it was denied as being out of warranty. Chair has been used sparingly by wife, like brand new, but that doesn't matter. Matter could be resolved so easily by giving us a remote to use until the new one arrives in 30 days (Sept 15). Hopefully by then our daughter will be able to sleep in a bed.
I spent $69.99 for their Goof Proof Plus warranty and this is the results when you have a complaint! Next thing they will probably say is that the remote if 'Not Covered' at which point I will surely loose it. James Rondeau, Uncasville Ct.

I bought furniture from Bobs on 11/10/2017
My chair which is supposedly real leather has changed color also my leather couch has its decorative pins that holds leather to couch are coming out. I Have not even had them for a year and they are fallen apart. Also bought a kitchen table and six chairs chairs are constantly coming lose and have to tighten them. I'm very upset with my purchase and the associates are rude and not helpful.

On June 9 of this year my husband and I purchased a mattress and adjustable bed frame.. The purchase was made shortly before closing. The salesperson assured us that if we were not satisfied with the mattress we could return it. We called about 3-5 days later and were told we had to sleep on it 30 days. No mention was made of the frame not being able to be returned when we bought it The putchase was made to relieve edema in my lower legs. I found the foot did not elevate enough to relieve the problem. I certainly would not have made the purchase had I known of the limited feature. When I called the store they then told us that we could not return the frame. The gel feature didn't feel like it worked. We purchased a mattress cover as advised . We were told we had 90 days to make a mattress exchange. That being said we went back to the store and made a selection. My discussion with the store manager further frustrated m and I left the store angry and digusted. My husband agreed to have a new mattress delivered .We were advised to purchae a protective cover due to the industry return policy fof staining not. The new one had the cooling feature but now we discovered The gel cooling is feature is being masked by the cover.. My husband told me the store manager said no further action-.At this point I don't want to any of the merchandise. Paying $1800 for something I totally can't do. I am stuck with. merchandise that doesn't work for me..

I purchased a living seat from bobs furniture with a 5 year goof proof plan I reported damage to the furniture they came repaired it same thing happened they came repaired they screws that going in to the frame of the chair are repeatedly coming out because it's stripped from driving the same screw over and over I called to make a claim they denied it they said they will not send anyone out to repair it the cushions fell off they will not repair they told me to deal with it

I have received horrible customer service from goof proof/assurance/customer care or whatever it's called. I spent over an hour making follow up calls today regarding a prior service request for damaged furniture that was never handled. I was actually instructed to contact the 3rd party company that should be calling me for the cleaning. Then that 3rd party company (that never called me in 7 days) told me they didn't have the machine to clean the vomit on my couch. I had to call customer care again (another 30 min call). Oh and I had been waiting 3 hrs for a call back from a supervisor because apparently there was no supervisor on duty. Now I am scheduled with another 3rd party company for August 21 (nearly a month after the couch was vomited on and smelling of sour milk from my sick baby).
At this point I'll clean it myself. This company is horrible. My couches were sent back 3 times due to damage when they were delivered. And even the last delivery still had a scratch. Your service representatives are of no help and could care less if the customer is happy.
Never buying from Bob's Furniture again. It's an absolute headache. Oh and I'm currently looking for all new furniture for my recently flooded basement. Bobs will not be getting that business.

purchased sectional sofa and entertainment center. Delivery left a mess and the doors on the entertainment center would not slide and the lights would not turn off. they sent a contractor to fix he could not so they delivered a new one. guy comes out without the new one to only remove the defective one and say forget it we will come again when it can be swapped out all at same time. (another day off work without pay) Make a horrible experience short it took 5 days off work to get it right. I was called about a bad yelp review i wrote and was told after everything is fixed correctly they will credit me the delivery to my credit card which was 360 to 400 and a 100 dollar gift card. the customer care supervisor said she would PERSONALLY follow up and take care of it. that was three weeks ago. Worst customer service in the furniture industry. The delivery fee returned is all you could offer with a gift card and you did not even keep your word with the supervisor follow up. read the notes on my account. SAD Company

I ordered a full bedroom set in the beginning of July. I received a call that the items were going to be available prior to my requested delivery date (which I set the day I ordered). I am moving into a new apartment so I could not accept an earlier delivery. I received a call yesterday with the scheduled time period for my delivery. However, it was for the Friday before my scheduled move in on Saturday. I called to have the delivery changed back to the original date I requested when I placed the order. I get a call today (the next day, 2 days before I move and almost a month after placing the order) that they could not accommodate an entire bedroom set on the truck for Saturday. I explained to them that I was originally told my bed would come separate from the rest of the furniture due to the dates it would be available so they only need to accommodate a bed. After I was put on hold for several minutes, I was told in fact only the headboard was available for delivery and the rest would be in at the end of the month. Say what?! I was supposed to get the rest a week later. I would still be understandable if the rest of the furniture was on back order and I received my bed but what good is it for me to only have a headboard delivered? All everyone could say is "I'm sorry for the inconvenience" and no one had an answer to why I was originally told everything would be in early then not told only the headboard was available. I spoke to an associate and a manger while on the phone with the 1800 number. The manager literally only repeated 5 times, "I am sorry for the inconvenience. I can't control when the merchandise is available." She did not even try to figure out why I wasn't called in the first place to be informed that most of the bed was unavailable. I told her I was thinking of canceling the order and because she did not care enough to even look into my case I would call the BBB. She wasn't phased at all! Clearly, people call her pissed off everyday and say the same thing. It made it clear that this happens a lot. I understand that furniture may come in damaged or back orders may take longer than expected but INFORM THE CUSTOMER! What am I going to do with a headboard? Also, the new date that everything is available is while I am on vacation so I run the risk of the same thing happening when I do not accept the delivery

I finally called my local store from which I bought they merchandise. They are at least trying to figure out why my furniture will not be in on time considering my delivery was scheduled since the day I ordered. I appreciate them trying to give me answers even if they cannot. Its a shame that the corporate offices don't care enough. I am still waiting on a call back so to be continued.

I purchased the movie theater living room set almost 4 years ago. Within 2.5 years, it started to peel terribly. The ottoman, the recliners and the middle section. Not to mention, one of my recliners stopped working a year in when barely used. Keep in mind, it is only my son and I that live here and we are hardly ever in the living room. My son at the time was 15 years old, so he's old enough to not be reckless with furniture like a toddler would be. I also have no pets. I tried to cover it up with a black marker to no avail. It is making my living room look old and rundown. I have left a few messages on your voicemail but haven't received a response yet. I also reached out to the store I purchased it from but I could never reach anyone anymore.

For the next issue. I have a Dining Room set from and the seats have been peeling and buttons popping off. I have never had an issue like this with furniture.

I did not purchase goof proof because as mentioned, it is only my son and I. My thought was this furniture would last me for years, like my previous furniture did. I reached out to a person I was told could assist. I've called numerous times and emailed to no avail.

Not sure how this happened but would like to explore my options so I can restore my home back to it's natural splendor. I would like a store credit so I may purchase new furniture that looks like mine but not bonded leather.

I've attached videos so you can see it.

Thank you for your prompt attention with regards to this matter.

Respectfully,

I purchased this as I have brought other bedroom furniture and for some reason each piece is damaged not just scratches, cracks, nails, glue, dents etc., Then I was told I have to wait when I just got it delivered 7/12 and the delivery guy never phoned it in. This isn't my first rodeo with damaged goods so I am annoyed that I have to wait two days to not get it replaced in which should happen or it needs to be returned and my monies back in which I paid $1938.42 an this is the type of furniture I get. I understand this is your policy but it came to me damaged. Customer # 6977214 sales rep Anthony Salatti. This pictures are not showing all as I took them with my computer as this is the device I am on. I am very annoyed and hope to get new replacements as nothing can be repaired. Thank you Tina ([protected]@yahoo.com) [protected]

My name is Alexander Borrani and my account number is 3181961.

I have been a Bobs customer for years and would like to continue to be one in the future. My problem is this...I purchased 2 couches and a table in 2013 from your Yonkers location. In addition I also purchased a warranty with these items.
Recently my couches began to become noticeably uncomfortable to the point where you cannot sit on them. Here is my issue; my warranty expired just days ago.
I understand technically you have no obligation now to review my purchase order and perhaps swap couches for new ones.
However, since the time was so recent, is there any way my warranty can be pushed through on my couches.
Again I love your store and products and would like to continue to purchase items here. I would be very appreciative if this could be possible

I purchased this furniture in May. An complained about this at that time have got nowhere with my complaints which have berry numerous. The store has all the emails on my complaints. They just keep contacting the delivery company I guess. They said Diacon. If the delivery company isn't going to take care of it shouldn't the store get someone to do it

Received notice that bedroom set ordered in freehold store approx 3weeks ago would be delivered on saturday june 16 2018 between the hours of 8 am and 12 noon. Furniture never showed - it was mia... So I contacted their delivery dept at [protected] to find out what happened. After being on hold for over 20minutes kimberly b employee no 762 answered. She was very sorry about my inconvenience and placed me on hold to track down the missing furniture. After 15 minutes she got back on the phone with me only to tell me she had no idea where the bedroom set was and she is in the operations dept for deliveries! She put me on hold again then after another 10 minutes got back on the phone to say the furniture was not on intended truck-big surprise - we already assumed as much. I asked to speak with her supervisor since talking to kimberly b got me absolutely no where-she just went round and round in circles repeating the same thing over and over. When I asked her exactly what truck the furniture was on and where was that particular truck was she had no idea. Now after being on hold for another 15 minutes courtney t got on the phone - she is management. Courtney has as little info as kimberly on the situation. The furniture was on some truck somewhere in nj but had no idea what truck. But once again courtney was very sorry for my inconvenience. How can you supervise/manage a department and have no idea where the customers furniture is? That's what you do for a living! That's your job. Finally I was contacted by david k who is also in the ops dept but in the social media section. I assume that once I mentioned the better business bureau that got their attention and my story got to dave asap. Dave was a pleasure too talk to-he seemed to have more info on the situation than the other two I spoke with. Bottom line - big screw up and furniture is to be delivered now tomorrow on father's day approx 8 15 am. Of course a day was taken off work to wait for the furniture delivery on our part today but courtney and kimberly really didn't seem to care, but again they were both truly sorry for the inconvenience which makes all the difference in the world. Kimberly said she understood my frustration which really helped lol. Also as a side note if you ever have to call that [protected] and courtney or kimberly answer hang up and try again. Looks like we are sleeping on the floor tonight! Will see what tomorrow brings hopefully there is an all points bulletin out for the bedroom set and it will show up in the morning... To be continued
I

https://www.mybobs.com/ Bob's insurance and their partner company "Guardian" is cheating customers.
Once we called about recliner broken power wire, Bob service man came and said this is not manufacturer defect it is accidental. Please call Guardian . Once we called them they are saying after couple of years the broken wire is manufacturer defect. This is how they are playing .

Sinking sofa
Embarrassing when I entertain family and friends
Love it but not the sinking sofa
Can you help me with this situation.
Contact me at [protected]@gmail.com
609 635.1784
I have good proof package
Hope it is still available for me to correct this situation

I love shopping at Bob's furniture store
P! please help me I will be available most of the day.

I recently gave Bob's Furniture a chance to redeem themselves from my first purchase of a Sectional Couch 5 years ago. I just bought a bedroom Set and Clyde Accent Chairs.
The Bedroom set was assembled outside my house, which was my first dilemma. Then one of the draws on the bed was cracked. This had to happen in a warehouse or in transit because it came out of the box like this. We call customer service they can't get another foot post draw out until September 2018. We are in May 2018. Then they suggested to keep the bed and in 3 weeks they will pick up whole bed and delivery a whole new one. Doesn't make sense to me but ok. Now the Cylde Chairs was the wrong color so I did not except them. Went to store so they can current the color and chairs would be delivered today May 31, 2018. My delivery time frame was from 2:15pmto 6:15 pm They come at 10:52 with only a text. No call. Then they delivered it to the basement apartment which is a daycare, not the 2nd-floor apartment which was stated on invioce Apt 2nd fl. How and Why would they deliver to the basement apartment. So I call so they can move the chairs upstairs to the right apartment after we finally figure out that they delivered it to the wrong apartment. The first call lady said that they will send delivery time back to move upstairs, then Sarah called back an hour later saying that the delivery time was done for the day. Now I am really upset don't want to move because if something breaks are gets scratched I can't replace it. I call back an after another 1 hour on the phone the young lady tells me that they can not do anything because the lady downstairs signed for it. I said, Miss, even after Bob's delivery team delivered furniture to the wrong place. Sorry, can not do anything.
Now with all that said this will be my last time purchasing from Bob's Furniture. Once they get your money they are no longer concerned with you as the customer. Their customer service is not quality service. I rather pay a few more dollars to another Furniture Outlet with better quality Customer Service. Thank you Bob's for wasting 2 hours of my time on the phone and most of my day waiting for chairs that are in somebody else's house.