Bob's Discount Furniture
reviews and complaints

I gotta tell ya, I had a real bad experience with Bob's Discount Furniture. I bought this fancy electric sofa set with massage chairs, end tables, and a coffee table back in November 2018. I paid a pretty penny for it, $3915.00 to be exact, and I even got the extra goof proof protection. But let me tell you, it was not worth it.

Around July of 2020, my electric sofa set stopped working. The left facing recliner wouldn't recline at all, and the right facing recliner was stuck in the open position. I tried calling Bob's customer care line for months, but every time I called, I was on hold for hours, and when I finally got through, the call would get disconnected. It was a real nightmare.

Finally, on October 20, 2021, I contacted the chat line, and after a long debate, I was able to schedule a service technician to come to my home and inspect the sofa set. It took a lot of back and forth, but I finally got someone to come out.

On October 24, 2020, the service technician inspected my sofa and determined that both sides had manufacturing defects, which were still covered under an extended warranty. I was relieved to hear that, but it was just the beginning of my troubles.

Over the next few months, I had to contact Bob's customer care line multiple times to schedule service technicians to come out and install the parts I received for my sofa. Each time, the parts were either damaged or delayed, and it was a real hassle to get everything sorted out.

At one point, I had to dispose of eight large sofa mechanisms because Bob's doesn't take their damaged parts back with their service technicians. I had to pay $160.00 in dump fees to get rid of them, and it was a real pain.

To make matters worse, when I finally spoke to a supervisor, Debbie, she was not helpful at all. She told me that the request for a replacement had been denied and that she had no resolution for me. I was beyond frustrated.

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.

Overall, I would not recommend buying from Bob's Discount Furniture. Their customer service is terrible, and their products are not worth the money. Save yourself the hassle and go somewhere else.

I gotta say, I'm pretty disappointed with my experience dealing with Bob's Discount Furniture. I had high hopes, especially after giving a keynote speech to a bunch of their managers and leaders at a conference last year. But man, has my opinion changed.

I was excited to furnish my son's apartment with furniture from Bob's, but that excitement quickly turned to frustration and disappointment. I mean, Bob's "brand" is forever tarnished in my mind now.

Let me tell you about some of the issues I had. First of all, my sales associate included warranty coverage in my order that I never asked for and was never told about. Not cool.

And then, after choosing my items, I found out that most of it wouldn't be delivered for five months. Nobody told me that during the buying process.

On the initial delivery date that was scheduled and confirmed, nobody showed up or called during my indicated window of time. I wasted a whole day waiting for nothing.

Trying to reach the actual store where I purchased the furniture was a nightmare. I had to make at least 15 calls to finally find someone to connect me to the store. And even then, it was hard to get a live human being on the phone. What kind of system is that?

When I finally did speak to someone, Dave, he said he'd try to have the furniture delivered the next day. But he never called to let me know if it would happen or not.

On the day of delivery, I was scheduled as stop #11, but they skipped me and went to stops 12, 13, and 14. I tried calling Bob's to find out what was going on, but it was nearly impossible to get through to anyone. Finally, I got in touch with the North Hills store, but they never called me back like they said they would.

I finally got a call from the driver of the truck saying they'd arrive around 5-6 PM. Much later than expected, and yet another entire day of my time lost.

The two delivery men were careless and sloppy with how they unloaded the furniture. My guess is that the three pieces that are damaged were damaged by the manner in which these two handled the furniture.

They also said there was no way they could get the couch up to my apartment. But the apartment manager said it was possible, and I had to offer the movers $100 cash to get them to do their job. And of course, they found a way to get the couch into the apartment.

Once the movers were finished, they left a huge mess of Styrofoam and pieces of cardboard throughout the hallway. Not a great experience.

When I went to complain about the damaged furniture, the charge for the warranty I never asked for, and the mover experience, I was told that both the delivery charges and the warranty fees that were applied would be credited to my credit card. To date, neither has been.

I was also told that the damaged furniture would be swapped for new pieces, but I was given no date or timeframe. The woman at the North Hills store office counter seemed quite indifferent to my situation and experience and did not express much concern or interest.

Honestly, I'm ready to have Bob's pick up every piece that has been delivered and give me my money back. And I want to cancel every piece that is on backorder.

I mean, I'm writing a whole chapter in my book about this experience. It's not a good look for Bob's.

My Bob's Discount Adventure started on August 11th, when my wife and I decided to purchase some furniture. We had checked all the main stream chain stores, but we chose Bob's because my wife liked how the furniture looked, and I liked the prices. On August 11th, we walked to a branch to have a final look, and place our order. It was a nice experience; we were not bothered by the sale associates when we looked around the store, which is a big plus. We purchased 7 pieces, and were informed that all were available and in stock.

However, the adventure started on the first delivery. A different type of coffee table was delivered, and one of the end tables had a damaged drawer knob, and the drawer in the other one was stuck and could not be pulled out. Finally, the server had a cracked stone top. To me, it looked like it was damaged before, and an effort to repair it was done poorly. I contacted the customer service, reported the issues, and a second delivery was scheduled for next week.

The correct coffee table was delivered on the second delivery, but it had two broken door rollers. One of the end tables was replaced, and the other one was repaired. Another server was also delivered, but this one had a broken leg. Again, a poor effort had been made to fix it. They had tried to use a new screw to attach it, but the new screw had broken the leg in the middle, and damaged the bottom of the server so bad that we found the leg and several wood pieces on the floor. I called customer service again, and third delivery was scheduled for the following week.

On the third delivery, they delivered an end table instead of a server. I called customer service again, and fourth deliver was scheduled for the following week. I have not had the pleasure of receiving the fourth delivery yet. Customer service called me, and postponed my delivery for two weeks. It's out of stock.

Bob's has informed me that the problem lies with their vendors. You see, you pay Bob's, but it's their vendors that make the furniture and deliver. And Bob's has no control over them. Bob's is not responsible if vendors deliver damaged items, wrong items, or item is out of stock. I guess Bob's is only responsible to take the money.

Customer service is not too bad. On average, it takes about 30 minutes every time you call them. They are mostly nice (except the last one, who called me to say the delivery is postponed, and basically told me to shut up and not complain, this is the way it's going to be). And online customer service is useless, after you spend half an hour with them, they tell you that you need to call them, they cannot do anything over the chat.

There is the normal feeling of aggravation and helplessness. Our kitchen is a mess, everything scattered around tables, countertops, and chairs. My wife has missed 3 days of work to receive the deliveries, and I had to pay $50 delivery fee to my building every time, because they lay mats in the hallway and put covers in the elevator. It's about $600 worth of financial damage so far.

In conclusion, I would not recommend shopping from a place that is not responsible for its products. It's frustrating to deal with the vendors and the customer service, and it's not worth the hassle.

When you walk into their showroom, it feels like you're dealing with a bunch of used car salesmen who are just trying to upsell you on everything. They promise you the world, but when it comes down to it, they don't deliver on any of their promises.

We ordered a sectional sofa from them, and it was a complete disaster from start to finish. The salesperson was friendly and helpful at first, but as soon as we started the ordering process, the upselling began. We declined all of their offers, but they still tried to push us into buying more than we needed.

We confirmed the pieces we needed and the delivery date of 12/3, which they said would be no problem. We received a receipt via email that showed all the prices we agreed to and the estimated delivery dates for each piece. We called to confirm that we wanted everything delivered on 12/3, and they said it would be no problem.

However, when the delivery date came around, they only delivered three of the four pieces we ordered. They also didn't order the mattress for the sleeper sofa, which we specifically requested. To make matters worse, they sent us a corner piece with a large metal bracket on the visible front of the couch. We removed the bracket, but now we have two large holes in the front of our new sofa.

The delivery date was also later than promised, and we received conflicting information about when everything would be delivered. We received texts saying our order would be delivered on 12/9, but then we got an email saying part of our order was delayed until 12/14. When the sleeper sofa finally arrived on 12/9, it was missing the mattress, the connector brackets were installed improperly, and there were already strings coming out of the stitching.

We talked to the salesperson about the missing mattress, and they ordered it for us. However, they didn't apologize for their mistake or offer anything to make it right. They just insisted that we pay all their normal charges for it. To make matters worse, they suddenly delayed the delivery of the missing piece of furniture by a month.

Overall, our experience with Bob's Discount Furniture was a complete disaster. The poor quality of their products, the poor service, and the lack of apologies for their mistakes make it clear that they don't care about their customers. We would not recommend them to anyone.

Called customer service spoke to a gentleman who said he would take care. I think his name is Oscar I had a hard time understanding him. I haven’t heard anything it’s two weeks now he had all the info on the problem first spring fell out repair came and fixed it. But the fabric is pilling and it’s not that old. The other problem when someone sits on the other side it opens up without touching button it’s very annoying. I don’t think the fabric should be pilling. I would like some help. The sofa is made very sloppy the fabric is all bunched up and on one side you can see the wood that was not sewn properly. This is not right you should buy things that are made properly since you pay good money for it. How does something like this leave your wear house don’t they inspect the items they produce and sell them to customers who don’t know what they are buying. please help me hate this sofa I’m fussy and like things perfect and looking shabby gets me. I went to Bobs because I believed your company was selling a good product. My name is Carole address is 6 East Gate, Plainview 11803 bought in store one ten. Phone [protected]. I would like something done refund. thank you in advance.

It has been almost a month since we have heard anything about our claim we put in to fix our Chase lounge. been to the store several times with no resolution.

Service Request #8083084

Plan #P1PB-[protected]

LAF CHSE-9100-24L-BLG MICA-GRAY-LAUREL

we have not heard anything from anyone regarding this issue.

we submitted the pictures again of the problem and contacted the store for the 5th time and still no response or anyone has a clue on what is going on

I purchased a sofa, got a stain on it. I submitted a claim on-line. First of all the service they use - Guardian - does not send you any information about why they are emailing you. I didn't even know that Guardian was the company they used for fulfilling these requests to replace a piece of furniture! I almost deleted the email. Second I called the local store customer service to check on my claim and they told me it is 6-7 months out for a replacement cushion! 6- 7 MONTHS FOR ONE CUSHION AND PILLOW? You might want to think about warehousing extra parts. Maybe you should relay this information to your customers when you are selling in this policy. So... I will have a stained sofabed that I cannot put my guests to sleep on since it's stained with chocolate sauce. (I used their cleaning kit to try to remove it but it failed.) Nice job, Bob. VERY DISAPPOINTED. I sure hope I get my cushion by September as promised.

Hello,

I am writing this out of frustration with the service that has been provided to me since the beginning of my purchase. The sad part is that i did business with Bobs prior for work and we still utilize bobs for business use, that went great which is why I went back for myself. I purchased an entire house full of furniture from Bobs. The first incident was that no one disclosed the fact that Bobs furniture had a weight limit. And the sales rep physically seen my husband and knew he was on the heavier side. a couple months in we had to get our couch replaced for something that would hold him. during that whole transaction was a headache. Then we finally came to a resolution and the couch was on back order due to covid, months went by, and I never received the couch. Durning the long wait my marriage was ending so I put a hold on the couch because I was moving out. I did all my diligence and was told by a rep at the Ontario facility that I will have a credit on file when I am ready to use it. I explain to the rep that I would not have somewhere to live for a while, and she said not to worry your credit will be here when you're ready. I even said how about if it's a year, she said yes. I also returned a rug that was also a credit on file. My credit was a little over $1200 and when I went to go use it Jan 2023, I was told I no longer had a credit. This was another disappointment because how does my credit dissolve when I never used it. but yet you took my money for the merchandise when I purchased it but now all of a sudden, my credit disappears due to bobs end of record keeping. I am asking that someone get back to me within the next 72 hours, I have been waiting for a call back from the Ontario facility and I never get a call back and every time I call, they say someone will call me back. While here we are 3 months later and no response. I am in the customer service business as well and would never treat my customers this way. I don't want to be that customer that bashes another business due to its not everyone's fault and shouldn't have to pay for others poor conduct and service. I have emails since the beginning of this horrible experience. At the end of the day, we spent around $7500 at Bobs and the service was not worth the amount or the product. I would ask respectfully to get my refund back in full or I will have no choice to escalate the matter

here is my order number [protected] for the couch that I was waiting on since 2021 and the rug I returned is in the system

thank you for your prompt attention to this very serious matter

Monique De La Fuente [protected]

I bought my couch when I was 5 months pregnant and due to supply I was not able to get a couch for nearly 3 months in 2020/2021. It has only been 2 years since I've owned the couch. We just moved and took the cushions off to wash them. There was mold on the fabric and the cushion. Even washing did not resolve it. Mold is extremely difficult to clean and I absolutely will not have it in my house any longer or have my son sit be by it. It is currently on the basement and I would absolutely love to hear back from someone regarding this issue.

We have the insurance on the product and everything, I just don't know what that will do for us. Please please call me back as I am extremely uncomfortable keeping this couch.

Probably the worst experience in many years. Goof insurance a joke. The guarantee document is written by lawyers that protect them and not cover the consumer. I waited 2 months for repair on a broken sofa. I had to take a $200.00 loses from work to meet them, they took 3 or 4 pictures and left. Nothing repaired. Bob's will not discuss it but sends you to speak with goof insurance which is guardian. They sell junk furniture, then on top of the sale they push the warranty insurance which is absolutely nothing. No one calls back, no resolution, they expect consumers to give up and purchase new furniture. I call for a stand down and not put up with their B.S policies. Ban bobs stores all together. There are many others that stand behind their products. He'll you can do better and get more satisfaction buying from the web site unseen. Stand up people. Do the right thing against these scammers.

I purchased a queen-size sofa sleeper and loveseat from Bob's Discount Furniture and my white-glove delivery was scheduled for Feb. 4, 2023. The delivery personnel did show up at 2:56pm which was within the window of time I was given for my scheduled delivery. The two men that were sent to deliver the furniture took the sofa sleeper off of the truck on a dolly and rolled it to my sliding patio door. They never tried to lift the furniture or maneuver it to get it into the house. Instead, they instantly started complaining about how the furniture was too big and wouldn't fit. The furniture that I had in the room previously was the exact same thing which was a queen-size sleeper and was bigger than this new furniture that I purchased. My doors and sliders are all standard size and I've never had a problem with furniture delivery before. As I stated, my old furniture was delivered without issue. I had this same old furniture removed through these same doors without issue and now it's a problem to get the new one in. If the delivery personnel had even attempted to lift the furniture or try to carry it in, I wouldn't have had a problem with that but they didn't even attempt to lift it at all. They just insisted that it was too big to fit and they wheeled it around and took it away. They didn't look for other options i.e. one of the doors or through the garage, they just took it back to the truck. My family and I have shopped with Bob's for many years and had never encountered such a problem. These gentlemen weren't rude but they also did not try to accommodate or look for a solution. They were extremely lazy and seemed very much in a rush to leave. This experience has left a very bad taste in my mouth and I am extremely disappointed with Bob's right now. With this type of non-helpful service, Bob's will surely be losing a lot of loyal customers starting with me. This experience has truly tainted my opinion of Bob's and the only resolution offered to me when I called Customer Service was to schedule a new delivery date with some different delivery personnel. Again, I'm severely disappointed with this experience and will rethink any future purchases from Bob's.

Sincerely,

A Very Unhappy Customer

I bough a sectional couch last November with the goof proof plan because I have 2 small children and 2 dogs. The upholstery fabric has pilled and every corner of the back couches are ripping to the point that it looks at least 5 years old. I submitted a claim about the tears and because I mentioned vacuuming the couch pills it even more (because people vacuum their couches occasionally), my claim was denied due to an “unauthorized cleaning”. My dogs aren’t even allowed on our couches, but I don’t understand how the goof proof plan covers different animal damages and accident rips and tears but I’m not allowed to clean my couch with a regular vacuum. The couch is poorly made and should not be falling apart like this regardless if I vacuum it every few weeks or not.

The remote and or the motor that raises and lowers the bed no longer works. The bed has a 10-year warranty and we have had it for less than 5 years. We have moved from the address where we purchased it to another state. Bobs wants us to take the bed back to the store we purchased it from so they can replace it although the bed is no longer available nor is the remote that we asked for in the first place. We now live 1070 away and it is unreasonable to expect us to return the bed to another state. We have asked for a partial refund of the purchase so we can buy another bed at a store in our area. They have refused at the store level and the corporate customer service level, including a supervisor.

I bought a bunk bed back in September of 2022 from Bobs Furniture. They said that delivery had to be pushed out due to not getting the beds yet. They had to push the delivery out twice. Once I got it in October the bottom of the foot peaice on the top bunk bed was lose. At this point I have not reached out as it was just that. In November the board on the top bunk bed the rail started losing screws from it. Well come to find out the back board the whole where the screw was was warped and big due to set up. I called Bobs and told them what was going on and they said they would send someone out a week later. I was upset thats for sure. A week goes by and he shows up and tells me to try to go by epoky and fill the hole in and basically put a bandad over it. Then once he seen the whole and realized that it was done at set up and it needed a new rail so we ordered one. I had to call before he left to place the order. The boards was supposed to be delivered on December 16th as that was the soonest. The 16th comes around and they where supposed to be here for 4:30pm and they weren't. No notification that they where not coming until I looked online and it said they could not deliver but no reason listed. I called and spoke to Cindy in upper management on the 16th and she apologize and said that the soonest was December 29th so she put that in and also put a safety request in to see if it could get delivered that Saturday. She called me back and said it was denied due to the truck being full but I was all set for December 29th but I could keep calling back to resubmit the form and see if I can get it ealyier. She knew it was a safety issue but her hands where tied. Here it it the 29th and I get a text saying I need to set up delivery as I am waiting for them to come today, so I called and spoke to Natasha upper management and she looked and apologized and said that it was not set up and that I had to wait tell January 5th. She tried to do a form again but got kicked back saying the truck was full and says she can give me a $100 dollar credit but the bed I am paying for is a 1,200 dollar bed. My son has been sleeping on the ground as that was was requested on last call tell they can come fix it. Its very say that I been dealing with a safety hazard for a month now and no resolution. What if my son fell off the top bunk and died big lawsuit due to lack of communication and laziness. Here is the brake down of my situation. Bed was pushed out twice then delivered and built, once built the foot board was lose and then a week later the nails started falling out of the top bunk bed rail due to their team that set up the bunk beds, then someone comes out and looks at it and calls in ew board and delivery was set for December 16th at 4:30pm none shows or no communication I had to look online to see they where not coming and remind you they gave no reason why they did not show even Cindy was confused why they did not come. It's called laziness it was cold, snowy and ya. Then Cindy tries to to do a safety form and it gets denied because truck is full and my date was set for today the 29th and now again its pushed out due to her not setting it up and we have to wait again. Also the form Natasha tried today also got denied due to truck being full. I hope someone will enjoy their nice new cough as my son will be on the mattress on the floor again for another week and my credit card payments don't stop but his safety comes last hummm. I am not paying for this. This Is a safety issue and over looked. When I asked Natasha lead superviser who is above her said none it was just her but yet she cant do anything. NEVER AGAIN... I should be compensated for my time and my sons safety this is so upsetting! Theres so much more but here is the jift of this. I have to sit back and say ok but that wont happen. Now if I where to return the bed my son will go even longer to get another.

To whom it may concern today 12/27/2022 I had a Delievry for my firm mattress that was being replace but I kindly declined it because the mattress being given was it the one I purchased/ bad quality (had to pay $100 difference) because it was discontinue! I was upset when I spoke to “manger” Jamal in the 4550 Pico store because as I approached him and told him what had happen all he could say I can refund you money back! And I said I’m willing to reorder the mattress and try this out one more time if not I will come and get me refund and will close my account with this company I’ve had issue's with my whole bed since 2020! But I promise I will be leaving a bad review on yelp because I was completely not helped at all! I just want a bed to sleep on but they just made my experience horrible!

We purchased a bed frame and mattress from Bob's Discount Furniture in Mayfield Hts Ohio. We also purchased their most expensive delivery service "white glove"

This bed is for my mother in law who is being moved into a Memory Care Faciltiy close to her daughter. My husband and his brother live hours from this facility, We inquired about the white glove service and were assured that the frame would be delivered and then when the mattress came later in the week the delivery men would put together the frame and place the mattress on it.

This did not happen.

Again, we specifically asked the salesman and he confirmed that we were paying for their best delivery service. Far from true.

I have spoken with customer service and a manager. Neither were helpful or offered to rectify. I was told I could look up directions online. I again explained I live 250 miles from this facilty and am unable - hence paying for best delivery service.

Bob's Furniture will never see me again and I will share with all that I know in the Mayfield Area that they are not honest about their service.

I purchased a couch 1 and a half years ago, I want to buy replacement cushions for this couch, when I tried to purchase the cushions, I was told they were discontinued. When I asked the rep the question what if I had a valid good proof claim (since it is a 5-year warranty) they said to file a claim and they might be able to get them. I just don't understand why something purchased less than 2 years ago and technically still under warranty for goof proof that I cannot buy replacement cushions. I am willing to spend the money because we love the couch and unfortunately accidents happen, just very disappointing that we now have to go out and buy another couch over a ruined cushion.

We bought a hot tub from BOB's in town spas York pa. We purchased the spa in October 2021. We had them come out to repair a leaky valve. UNDER WARRANTY. The service person that should up said you won't believe how easy this fix is! They could have told that over the phone. I can do easy repairs. But after they were here to fix the problem under warranty! They sent me a bill for a SERVICE CHARGE! Don't believe something under warranty should come with a service charge. Don't know how long they have been doing this, or how they are getting away with it. I think this is unacceptable!

I bough a sectional last September. The upholstery fabric has pilled to the point that it looks at least 5 years old. My first interaction with customer care led me to believe I could get a new (and different) couch. All subsequent interactions have told me the opposite. I have new cushion casements coming, but when those start to pill I have no recourse because the 1 year warranty is up. I was told to buy a fabric pill shaver at Walmart. I don't understand why customer satisfaction is not a higher priority.

I purchased at item on 7/3/22 form the web. This past weekend was tax free weekend in Massachusetts. I called the 1-860 customer service number and spoke with someone who had a difficult time understanding me. I was asking that the price be adjusted because of the tax-free holiday and if she couldn't do that I could simply cancel at no cost to myself and reorder the item and take advantage of not paying taxes. They were going to call me back. Never did. I called again and opted for the "you won't lose you place in line and we'll call you back" option. No one called back. I called back and got a recording that you were closed. I called this morning and spoke with customer service again. They told me to the store would call me directly when they opened. Never got a call so I called the store myself and spoke with a representative and then the manager and they both told me, "sorry, nothing we can do". I explained that I would have cancelled the order over the weekend and re-purchased if I knew you were not going to be able to adjust the price and still got "sorry". I suggested the following.

Reduce the price of the item temporarily by the amount of the tax and allow me to purchase it at the reduced price - sorry, can't.

Waive the delivery fees - sorry, can't.

Waive the set-up fees - sorry, can't.

So, I got a lot of sorry's and more "we can't help" than anything else. Kindly confirm for me that there is absolutely nothing you can do in order for me to take advantage of the savings that every one of your Massachusetts customers got over the weekend. Thank you.

I purchased a 7 piece dining room table in the amount of $799 from Bob's back in 2019. At the time, the salesmen convinced me into buying the 5 year warranty plan for an extra $99. He stated that the insurance policy would pretty much cover any damages or stains and that a replacement would be sent to me at no cost--HASSLE FREE. Seemed like a no-brainer at the time but was I wrong! Fast forward to today, I hosted a dinner party and found numerous liquid rings, heat marks, and gouges the very next morning. I immediately submitted a claim via Guardian detailing the damages and included pictures of the affected areas. After waiting a month (called numerous times in between with no response) Guardian finally responded today with the following:

"The damage you have reported is not eligible for coverage under your protection plan. The plan you purchased from the retailer shown above DOES cover your furniture for HEAT MARKS AND LIQUID RINGS. However, your plan states all damages must be relatable to a single incident. The damages that you reported are in various locations on the item, which cannot be attributed from a single incident."

I am just left speechless and utterly confused as to what this plan actually covers! I responded back again to reiterate that this was caused from a single incident affecting multiple areas on my dining table and again--no response.

I then call Bob's to complain and they say they have nothing to do with Guardian and it's out of their hands.

THIS WHOLE SITUATION IS BS AND VERY FRUSTRATING. GUARDIAN GOO PROOF is A MAJOR SCAM AND THEYRE GETTING AWAY WITH IT! I ADVISE EVERYONE DO NOT BUY THE WARRANTY FROM BOB'S BECAUSE IT DOESNT COVER JACK SH**!