Bob's Discount Furniture Customer Service Issues

I put a deposit on furniture at Bob's Discount Furniture in Merrillville for a Magellan power sofa and Magellan Brown console loveseat. The store had trouble processing my payment over the phone, asking for my debit card details, which made me uncomfortable. Therefore, I paid the full balance in-store to avoid any potential risks. I requested the delivery to be scheduled after my cat's declawing, ensuring I'd receive the furniture before Christmas. When I called to set up delivery, I was informed that the loveseat was out of stock, and despite requesting to speak with a manager, no one got back to me. I explained my dissatisfaction to customer service, asking for compensation for the oversight. Despite promises of a callback, I did not receive one. I hope for a resolution and better customer service from the company.

I have a scheduled delivery for a broken mirror and replacement couches on Thursday, May 9. I received a confirmation and went to Bobs to pick out the new couches, but they took the mirror off the truck and rescheduled the delivery to Monday. This change is unacceptable. I had taken the day off on Thursday to drive two hours to be there for the delivery and now have to wait longer. We made a purchase for $[redacted] on March 30 and still haven't received it. The order number is [redacted] under Amy M. We urgently need the delivery on Thursday as my daughter has no living room set. We've had multiple reschedules, and it's causing inconvenience. I live two hours away and have a full-time job. Can you please assist in getting this back on schedule for a Thursday delivery to Carrier Woods Apt 13, Scarborough, ME? Your prompt response is appreciated.

I am reaching out regarding an issue I am encountering with your company. I bought a mattress and cover on Wednesday, August 14, [redacted]. Over the weekend, I changed my mind about needing the cover since I recently purchased one. I called on Monday, August 19, [redacted], before the delivery on Wednesday to cancel the cover. The store employee said I couldn't get a refund until I refused it upon delivery. When the delivery arrived, I told the driver I was refusing the cover, he updated his tablet, took the cover back, and assured me I would get a refund call within an hour. After not hearing back, I called the store and customer care, both claiming I couldn't be refunded as the delivery showed no cancellation. Despite explaining the situation multiple times, I am yet to receive my refund or a response from the company. I am disappointed with the customer service I have received and just want my money back. I hope this matter can be resolved promptly. Thank you.

I visited your Freeport store on 10/21/19 and bought a mattress from your salesman, Craig L. Wisset. I was assured delivery the next morning and was told I would receive a call with a time frame. By 7:30, with no call, I contacted your store and spoke with Keisha. She informed me that there was an issue with scheduling and I wasn't on the delivery list. I am quite disappointed with the service and would appreciate speaking to a more attentive staff member. Keisha mentioned that the soonest delivery available is on Wednesday. -Marion Rampanelli

I bought my couch a year ago, and the seam on the top side is coming apart while the material is fraying. I am interested in getting a quote for repairing it. I have had a negative experience with the Goof Proof protection as they have refused to fix furniture in the past based solely on photos. This has left me quite disappointed as I have been a loyal customer of Bobs furniture for over 15 years and was planning to make more purchases soon. I am now considering shopping elsewhere due to this issue. I would appreciate guidance on how to have my couch repaired promptly. Thank you, Donna F.

My internet order did not arrive this morning. Upon contacting the local store, they informed me that it was entered as a CORPORATE order, which was confusing. I was instructed to call the customer service [redacted] number, but when doing so, a recording directed me back to the local store. Despite holding for approximately 25 minutes and attempting to speak to a representative by pressing 0, I was eventually disconnected. With a charge of over $1,[redacted] on my credit card and no furniture delivered, I am at a loss. I am unsure if I can cancel the order but may reach out to my card company for assistance. I am unsure whom to contact regarding internet orders.

After being disconnected twice, left waiting on hold for 10 minutes without a response, and unsuccessfully trying to get through on the phone five times, I am certain that choosing Bob’s Furniture might not be the best option for me. I am disappointed since my intention was to settle the remaining balance of my $3,[redacted] order. I had already submitted a payment of $1,[redacted] and was attempting to make an additional payment in order to arrange a delivery. Regrettably, I have decided to cancel the order due to the inability to reach anyone. This is my second negative encounter with them, the first being when I had to exit the store to avoid the overly aggressive salesperson. I have concluded that I will no longer be dealing with this company.

Hello, I need assistance with my 6-piece black leather sectional set from Bob's Furniture that I bought 3 years ago. Two seats are sagging and showing cracking on the head and armrests. Despite having goof proof coverage, Guardian denied my claim and Bob's refused to fix the issues. After contacting customer service and having someone assess the situation, I was informed that the seats can't be fixed and the cracking isn't serious. This is frustrating since I've been a loyal customer who always buys the goof proof. I feel let down by the lack of support and options for repair or replacement. Can someone offer guidance on what steps to take next? Thank you for your help.

I believed a Bob's gift card would make a great gift, but my experience has been disappointing! I bought the gift card online on 11/15, and as of 12/6, I've yet to receive it. Despite multiple calls, being put on hold, and promises of callbacks, nothing has been resolved. When I requested a refund, things took a turn for the worse as an employee mistakenly charged me an extra $[redacted]. Now, instead of losing $[redacted], I'm out $[redacted]. I have reached out to my credit card company, the BBB, and my attorney. I hope this issue will be resolved eventually. This experience has made me reconsider being a customer of Bob's in the future. -Tom B. [redacted]

Good morning. I am reaching out regarding an issue with my sectional sofa, which has been ongoing since December 5th. The sofa, which was not even a year old at the time, required a service technician visit on December 7th. However, there were complications with the scheduled visit, as the technician arrived early, called us, and left before the agreed time slot. Subsequent communications regarding a backordered part have been frustrating, with conflicting information about shipping dates. Despite assurances from customer service representatives like Ellen and Anise, I have been unable to obtain a tracking number for the part. Promises of a gift card from Jason also fell through. I am now considering contacting Wells Fargo to delay final payment, consulting with a lawyer, and involving the Better Business Bureau due to this prolonged issue. Unless the situation is resolved within 24 hours, I plan to escalate my actions, including distributing flyers near the store location. I hope for a prompt resolution before further steps are taken. Sincerely, Maureen Opalinski

I recently purchased a sofa online due to store closures during the pandemic. Upon receiving it, I found it too hard and wanted to return it within the purported 30-day window. However, upon visiting the store post-reopening, I was told conflicting information by several sales representatives regarding the return policy. This inconsistency led to confusion and disappointment as I was initially informed that returns were possible within 30 days of purchase. I feel that there is a need for better training and clarification for your staff members to ensure customers are provided with accurate information and a clear understanding of the return policy. Clarification on warranty terms and return procedures will help prevent such issues from reoccurring in the future.

I made a recent online bed purchase under the impression it was from a New Jersey store. However, the confirmation revealed it was sent to a closed New York store due to COVID-19, delaying shipment until August. This is an urgent situation as the bed is needed promptly. With efforts to transfer the order to a New Jersey store for quick delivery, I contacted Bob’s furniture, but have yet to receive an update after three days. The recipient, Virgilio Marte, urgently requires the bed as they are currently sleeping on a hard floor due to back issues. I anticipate a call with delivery details, but as of now, no progress has been made. Please reach out to me at [redacted] after 12 pm. - Larry Dixon

My name is Renata Kadziela. I purchased furniture in March, and unfortunately, it arrived broken. A technician inspected it and determined it cannot be repaired. It has been three months, and I have not been contacted. I am tired of waiting. Can I please be offered a discount on my furniture? I tried to call for help, but I was disconnected after two hours on hold. Please address this issue promptly. Renata Kadziela [redacted] Wittenham, Rockford, IL.

I received a furniture delivery on 5/23, but unfortunately, the loveseat is missing the connecting bracket for the chaise piece. Despite the delivery person putting the pieces together without mentioning the missing part, I contacted customer service in early June. I was informed the bracket would be sent via FedEx, and I would need to schedule a service appointment. However, as of 7/15, I haven't received the bracket, and the chaise is already showing signs of wear from normal use. I noticed the material stretching, even though I am petite. The long wait times for service calls have added to my dissatisfaction with both the service and the sofa quality. I mentioned dealing with a person named "Alex" on my invoice. A friend recommended Bob's to me, praising their exceptional service, but my experience has fallen short, possibly due to COVID-related issues. Hiring more staff could alleviate these service challenges, considering the current job market.

As an African American healthcare worker, I had a distressing and racist encounter at the store on July 29th. I visited the store at [redacted] Hathaway Rd, New Bedford, MA [redacted] to inquire about an item. Unfortunately, I faced discrimination from a white associate manager. Upon requesting a price check for a damaged table, I was met with hostility, unprofessional behavior, and racial remarks. Despite being a loyal customer, I was insulted and mistreated. The disrespectful behavior of the associate manager was not only offensive but also jeopardized health protocols by not wearing a mask properly. As a healthcare worker, I am deeply concerned about such disregard for safety. I expect an apology from the manager, and I urge the store to address this matter seriously. Discrimination has no place in any establishment, and I hope for a fair resolution and appropriate action against such behavior in the future.

On July 27, I received the incorrect furniture delivery. Despite being promised a restock on September 10, no delivery attempt has been made as of September 2. After contacting the store and being told about a restock delay to September 21, I am frustrated by the lack of communication and scheduling. I expected better treatment considering the mistake. The proposed solution of keeping the wrong piece for a partial refund is unreasonable as I ordered a sectional and need the correct pieces. Bob's handling of this situation and the offer of a gift card have left me dissatisfied. I am hoping for a resolution to receive the right piece before October and improve this customer service experience.

On September 1st, I bought the Omni II power lift chair in full with cash for my 93-year-old mother. The pickup date was set for September 12th. When I hadn't heard anything by the 11th, I called and was met by a very unfriendly man who told me the chair wouldn't be available until October 23rd. After contacting the salesperson the next day, it was clear that my order had been delayed without any notification. Despite my frustration, I requested a refund, which I was told would be issued by check, even though I had paid in cash. I visited the store to collect my refund, where I encountered an unhelpful staff member who mentioned a two-week wait for the check. When I inquired about compensation for the inconvenience, I was offered threshold delivery reluctantly. Deciding to stick with my original request for a refund, I was given the paperwork for it, with the staff member being uncooperative. Disappointed with the customer service, I aim to repurchase the chair online, hoping for a smoother experience with possible full delivery as a gesture of goodwill.

I had a scheduled couch delivery for Sept. 24, [redacted], with the window of 8:15am - 11:15am. My order number is [redacted]1. The delivery associate, Wilson F. (Employee ID: 01-[redacted]), called me at 7:50am on the same day, before the delivery window, saying he could only wait for 15 minutes. Despite several attempts to contact him, he didn't show up within the agreed time frame. My delivery was rescheduled twice, and the store manager, Amy Daza, mentioned it was their standard procedure to attempt delivery early. Unfortunately, there was no satisfactory resolution provided. This experience has caused inconvenience and dissatisfaction. I am seeking information on the actions planned to address this issue and details regarding your customer service protocol for such situations.

I was informed that my delivery would arrive today. The truck came within the 3-hour window, but the item I purchased was missing. Despite paying for white glove delivery, I received two items via FedEx this week, unopened and unassembled. The missing chair, which doesn't require assembly, was not included. I have been unable to reach customer service for assistance. I bought these items online, not in-store, hoping for better communication regarding the missing chair and assembly of the cabinets. I am disappointed with the service as I relied on Bobs for furnishing my apartment 3 years ago. I hope to receive guidance on next steps.

I bought a recliner for my son's birthday a year ago. We waited two months for delivery, but it broke after only six weeks. Due to the pandemic, we waited over five months for a repair technician who said it couldn't be fixed and a replacement was promised. After waiting two more months for the new chair, we were told it wasn't available. Finally, after frustration with the customer service, we were told to choose a new chair in-store. We upgraded due to defects in the previous chair, paid the difference, and now have to wait another six months for delivery. This experience has been nothing but a headache for the past 18 months. I am extremely disappointed and will not recommend this company. I even offered to pick up the chair myself, but was refused. - L.Z.