Bob's Discount Furniture

The warranty that Bob's furniture advertises all over to it's customers is all LIES. I purchased a mattress from them that allegedly had an 18 year manufacturer's defect warranty. There was splitting at the seam on the Bob-O-Pedic, (which I initially did not know was even there, due to having a mattress cover on it). I call to have them send someone out to look at it. This guy says "we have to make it look really bad so that they'll cover it under warranty", then takes pictures and deems that the damage is not manufacturing defect, but customers fault, and they refuse to do anything about it. I even go as far as to call corporate office, and supervisor Connie tells me that yes, it likely began as splitting, which would have been covered under defect INITIALLY, but that the split was too large now to be eligible for defect warranty. I have never heard such a thing. The company brags in advertising about their warranties but clearly don't stand behind their products. I am highly disappointed and would never recommend this company to anyone.

I purchased a couch and loveseat from Bob's on May10,2019, paid cash. I was told the furniture was on back order, after I paid my money, and would have to wait a few weeks for delivery. A few weeks later I was told my furniture would be delivered on June 20th, over a month later. I received a call on June 18th stating that the loveseat still was not available and now I would have to wait another 2 weeks. This is ridiculous, and I took off of work to be available to have this furniture delivered. I'm so frustrated I'm just ready to get my money back and go somewhere else. Really pissed off

I called and they sent a "technician" to investigate. He said it was not a manufactures defect so they are doing anything about it.
The chair was not even 3 month when it feel apart. It is a swivel recliner that you have to pull on the lever to set back wards. It is also on a metal circle frame that collapsed. When I pulled the lever back it collapsed the sudden movement caused the circular frame under to completely fail.
The fabric ripped because it hit the wall in a sudden movement.
I called customer service and they said the technician said it is not due to manufacture defect. Clearly it is.
There is no reason that a chair should collapse while a person is using the lever to recline, UNLESS there is a factory defeat.
They refused to admit that it is. So I asked, " what caused it to fail?" They repeated only it is not a manufacture defeat.
Product or Service Mentioned: Bobs Discount Furniture Chair.
Reason of review: Bad quality.
Monetary Loss: $450.
Preferred solution: Full refund.
I didn't like: Poor customer service-poor quality.

AFTER SPEAKING WITH CSR'S AND SUPERVISORS REGARDING BROKEN TRIM. IT APPARENTLY IS MY ISSUE THAT THEY DO NOT CARRY TRIM PIECES AND THE ENTIRE LOVESEAT NEEDS TO BE RETURNED. THATS ON BOBS. I WAS OFFERED A CREDIT INSTEAD (WHICH I DID NOT RECEIVE) AND CALLED BACK BOBS TO STATE I DID NOT RECEIVE THE CREDIT BUT, I DID NOT WANT IT BECAUSE I WANTED IT FIXED. THEY ARE ARGUING THAT THEY CANT REVERSE A CREDIT I DID NOT RECEIVE AND ITS ONLY 3 WKS AFTER DELIVERY(9/8). I HAVE BOUGHT 6 COUCHES IN 20 YRS WITHOUT AN ISSUE OR RETURN. THIS ONE HAD A BROKEN TRIM FROM DELIVERY(AGAIN NOT MY DOING). THANKS FOR NOTHING BOBS. SEE PICS AND I WILL POST ANYWHERE I CAN TO WARN OTHERS. WHY NOT MAIL ME A PIECE OF TRIM, THEY CLAIM THEY HAVE TO REPLACE THE WHOLE COUCH. THAT TRIM IS A PIECE NOT PART OF ANYTHING.

It started in June. I purchased a sectional and a bed. Back ordered. Then a longer back order. The worst phone recording ever. A million presses to get to someone and then the two hour and over hold times! The first delivery was a disaster. To
Make long story short they insisted the two pieces of sofa were not mine and drove away. And they were mine. Another delivery. And a couple months wait for other two pieces to arrive. Missing pillow. Delivery guy insists there are 9. There are 10. Backordered until November.
I call to see if bed is coming. A two hour wait on phone. Lady says oh yes it's in. Thanks for calling me Bob's! Leave work half day early. Guys show up. Ask if they will take box spring and frame away. That's what is states online. They say they are on hold to check and are going to next stop but will come back. Riiiigght! Dispatcher calls before they drive away. Says they will only take back Bobs stuff. I tell her fine just bring me back the bed. I track them by phone. I can tell they are not coming back. Another two hour call to customer care. Guy tells me they will deliver in two days on Saturday. I get disconnected as usual. No confirmation on Saturday. Today, over an hour calling customer care. Guy tells me no for Saturday. Now one of the bed parts is missing or broken. I am storming mad. Speak to manager. That wAs useless. Another 18 day wait for bed. This is absolutely the worst business I have ever dealt with. I am amazed they are not bankrupt. They are all incompetent.

Poorly made products. Bought a couch because we were happy with a bed set and it was delivered broken. Not a problem, they chalked it up to delivery error. Now the same couch is broken in the same area less than a year later and they are claiming we broke it and sent it to their extended warranty department. Not to mention the couch cushions went flat after 2 months.

Well not really. We had to call several days later for them to tell us it was our fault apparently. And we have to call it in and send photos of the breakage. They cant even do that for their customers.

On top of that they cant get their deliveries straight. We kept getting calls that we were having furniture delivered (thinking they were sending us a new couch section) but no. They "made a mistake" and we arent getting anything.

So now we play the waiting game for their "goof proof" warranty to see if they are going to fix this couch in our lifetime. Jokes on us I guess. They dont give a $#*! about you once you sign their paperwork. If something breaks then whatever... I was expecting things to fall apart after a few years but twice in less than a year is a new record for me. We'll be buying elsewhere from now on. We dont like buying overly expensive furniture because we like to change things up every few years but I guess we'll have to shell out more money for quality furniture in the future.

This company needs to be under investigation. I purchased a bedroom set totaling $1400 including goof proof( joke). Bed broke 6 months in i put a claim m in and was denied. 8 months later the rail cracked in half when i sat down on it. Put another claim i. And denied. Everyone i know who purchased good proof claim is denied! When i put my second claim in and sent PICTURES I WAS TOLD THE BED WAS NEVER PUTTOGTHER CORRECTLY that pieces where missing. Calling customer service is a joke they are not knowledgeable of anything and very unprofessional! Never ever again will i buy from BOBS! Waste of money and worst experience ever! Several friends wanted to get furniture from them and i told them about my experience.

Purchased a recliner/sofa in 2015. Have had several issues and after a struggle every time they have fixed the problem. In Oct/Nov 2017 we had seam separation and tears. They said our pets did it, which they didn't. They ordered us a seat at no cost and said they would install it when we get it. Since that time the same thing is happening to the right side and I call Guardian and they state that Bob's CS should handle it and that I paid for 5 years of coverage. Called Bob's. They sent me back to Guardian who again sent me back to Bob's. This is ridiculous, no one wants to help.
Last call this morning said I was no longer covered because I didn't buy extra protection and I could purchase the cushion for $150 and they would install it for a fee once we receive it. This is just ridiculous. I have purchased several things since then and spent a good amount of money. Well I think I need to take my business elsewhere to a company that cares. I will make sure when friends ask a good place for furniture it won't be Bob's.

My family purchased a defective rug through Bob's Woodbridge location with several hundred loops releasing from the backing. The company acknowledged the defect and has approved a replacement. However, we are a Military family that has relocated from Virginia to San Antonio, Texas which is a 24-hour drive from the store and 14 hours away from the closest Bob's location in Manchester Missouri. The store refuses to process the replacement without return of the old rug yet will not provide a return shipping label… Apparently per their policy the product must be physically returned in person and the replacement picked up at the same time. Upon making the purchase I explained that my profession requires frequent moves and I was assured that Bob's is a nationwide company that cares about their customer especially those of us that serve. I have been working this issue since November 2020 with Mike, Floyd, and Monica (who is seriously lacking in basic customer service skills) at the store as well as several customer service reps and call center supervisors with no luck. I have also submitted a formal complaint via the Bob's Support Center "We Care" email and have not even received the courtesy of a response. I expected more from Bob's and DO NOT recommend giving your business to a company that treats customers this way.

The worst service you can get ever
After 2 months and a half waiting for a bed to be delivered (ok COVID related THINGS), I got the bed in an oblique position: the rail is just oblique). I CALLED them 6 TIMES, they say yes it is oblique, we are going to follow-up and I wait, nobody calls back. Each time I call they say: your sofa and your mattress claim which I never filed for are being followed-up.
You wait 1 hour each time and then the operator tells you: sorry I can't help you and I can not follow up since the system is not working!
Very BAD!
Never buy anything from that place

Customer service is USELESS! Appointments are made and not kept and you are not informed of cancellation. AGAIN DO NOT BUY ANYTHING FROM BOB'S DISCOUNT FURNITURE
SUPER LOW QUALITY PRODUCTS, FALL APART AND YOU HAVE NO RECOURSE.

Worst experience I've ever had dealing with any delivery in my house ever. Delivery company scratched my door frame and brand-new screen door delivering the furniture then tried to bully my wife into signing a no damage paper before they left. Bob's furniture told me I had to deal with the delivery company and that they were the ones responsible not Bob's the company I bought the furniture from and that if it was settled that it was their fault they would do something for me later on down the line. After several months of going back-and-forth with the delivery company and then basically being called a racist on the phone by their customer service. I then called Bob's and threaten to call my local new stations consumer alert at which point I was then called back by Bob's and told me that they would make sure that one of the two estimates I got to fix my frame and door would be paid by the delivery company. So after weeks of waiting for the check I realize that Bob's never did anything for all my trouble the delivery company paid me the money and Bob's didn't really care about me as a customer because they won't give me anything for all of my trouble

Delivery from the Visalia, CA store was right on time. The crew, Dimas and his partner, were efficient, helpful & congenial. I would recommend their service highly. J. Rogers

We ordered a recliner on December 8,2021 and were told it would arrive January 7, January 5,2022 we received an email that it would be delayed until the first week of April 2022. We would be out of town for several weeks starting in April so we asked if we could have the floor model and were told "we never sell the floor model". One week later we received an email that the recliner wouldn't be available until October 2024! When we went into the store, we were told that means the item has been discontinued and some one should have called us! The floor model was not there, so we asked where it was because we would take it. They stated they sold it YESTERDAY!
Our sales person Ed was very nice during the sales but never followed up with anything. We got our payment back (it was prepaid). We will never buy anything there again. We went to Ashley Home Furnishings and found a nearly exactly the same recliner and ordered it along with a bedroom dresser. We were told the recliner could be delivered in two days but the dresser would take about 2 weeks to arrive. To our pleasant surprise both were delivered in 2 days! That is customer service.

I Bought a Beautiful Sectional with a Huge Ottoman In February, around Presidents Day. My sales associate said that it may be 6 weeks, but could take as much as 8 weeks. I received communication that it was Not available yet a few times and then received an email saying it was ready for delivery. The girl who called me said my furniture had not yet made it to Chicago, but wanted to get me on the calendar. I was really busy and said to call me once it made it to Chicago. I never heard back. Today I get an email stating that my items have been delayed until mid May 2022. So if you were going to schedule my delivery and now my items are still not available, what exactly had you planned to deliver to me. I called in to the store. The girl who answered said she is the one I spoke to previously. Terrible communication, so I canceled my order and she was like-Oh Well, really? You can't blame things on COVID anymore. You still have to take care of your customers. I have never bought anything there before and probably won't ever try again.

I was so happy to finally purchase coaches for my living room and they told me the delivery hour was from 7-10 then a night before changed the delivery window to 10-1 and then when the driver called me at 7 saying he was there i was shocked. The driver told me he would come back but then when the customer service agent called me she said he cannot come and etc so they scheduled it for today and told me to call back to get a compensation. Today the furniture came and I HAD TO CALL OUT OF wORK AGAIN they offered me $50 like a joke...

I give Bob's Discount Furniture 1 star because there is not an option for negative. I purchased a dining room suit and it came in 5 different deliveries over 4 months with numerous pieces delivered damaged and I was home waiting on a delivery on a Saturday and they never showed or called to cancel. I opted for the "white glove" delivery where everything was to be put in place and assembled with all packing materials hauled away. Yea right. I came home when my wife was present for the delivery and had to set up the room. The furniture was just dumped in the room. Another delivery I had to put together the china hutch, they just placed it on top of the cabinet and left. I had to install the glass shelves and mount it to the cabinet and put in the proper place. During one delivery the delivery team was speaking Spanish and my wife was very nervous because she could not understand them, but they were able to speak English to inquire on the authenticity of a painting on the wall. (yea no doubt at sometime in the future I will be burglarized.) When I discussed all the issues with the store manager they advised I would receive my delivery fee back at bare minimum and while the delivery was still open I should order more furniture because it would be delivered for free with the return. Yes, all lies. I was offered a $50 gift certificate on a future purchase. I would never make another purchase from them so I told them to keep it. They further stated it is their policy to not return money on a purchase, so the store manager is part of the fraud of this company.