Bob's Discount Furniture Customer Service Issues

Hello, this is Ms. Sherry Battle. I wanted to express my deep appreciation for your furniture. I have cherished it since I was a child and now, at 38 years old with six grandchildren, I still can't get enough of it. I would be thrilled to have a new couch from your store for my new place, especially in time for the holidays. If you have any furniture available for giveaway, I would be incredibly grateful to receive it. Wishing you all a blessed day. From my family to yours.

I recently made a $10,[redacted] purchase at your Rancho Mirage, CA store for furniture. Due to my excellent credit, I benefited from the one-year no payment, no interest offer. I was gifted $[redacted] in Bob's gift cards from my sister, which I planned to use towards my balance. I visited the store and discussed this with Sergio, the store manager, who promised to call back later that day for the gift card details. However, I did not receive a call back until the next day, where I was informed the gift cards could not be accepted. I am puzzled as they have the same value as cash. I expect a resolution within a week; otherwise, I will escalate this matter to the Company President and revise my reviews on YELP.

I recently bought a couch and chairs from your Westbury, NY store. My wife inquired about purchasing two pillows from a different collection, and a sales person assured us it was possible. However, when I called customer service on September 4, I was told I needed to have the furniture before buying the pillows. I called again on September 5, and this time I was informed that I couldn't purchase pillows from a different collection. Frustrated, I visited the store and spoke with the store manager, Flo, who was unhelpful and cited store policy. As a first-time customer, this experience has been incredibly frustrating. I believe the level of service I received is unacceptable, and I am disappointed by the lack of assistance in purchasing two throw pillows.

I purchased a couch, love seat, and two tables on July 26, [redacted], from the Brea, CA store. We encountered issues with the delivery and cancellation process, and despite several calls and discussions with supervisors, the situation remains unresolved. As of today, a new credit of $1,[redacted].43 was issued, leaving a balance of $[redacted].16. I am seeking a refund of the $[redacted].99 delivery fee and the $[redacted] accommodation credit as previously agreed upon. The recent communication from the company stating that the delivery fee would not be waived and the table could no longer be returned is unacceptable and goes against our original agreement. I have invested considerable time and effort into resolving these matters and will escalate the issue with my credit card company if not promptly resolved. Larry A. Zucker, President & CEO, The Gavel Group Inc.

I recently purchased some parts for my lift chair at the Castleton store. As a person with disabilities, I have been eagerly awaiting these parts for two weeks now. Unfortunately, when I called today and requested to speak with a supervisor regarding the status of my order, the supervisor declined to come to the phone and instead relayed a message through an employee. I am feeling disappointed by this level of customer service. I am struggling to obtain information on the whereabouts of the parts I ordered. Could someone please assist me in resolving this matter promptly? Thank you, Jane Curley

I went to the store to purchase a bed frame, base, and mattress. We found everything we wanted, and we were told that we would get a bonus feature on the base we originally picked out, which we thought was just fully adjustable. The salesperson said it had lights, Bluetooth, and speakers – great! We paid over $4,[redacted] in full. On the day of delivery, we received the wrong base. After contacting customer service, they agreed to schedule a swap with no extra fees. However, the store ordered the wrong base – we got one with just head adjustment. We went back to the store, and they were shocked and apologetic. We called customer care to set up the return and swap, but they said we owed an additional $[redacted]. After explaining the situation, they agreed it was the store's mistake. This has been going on since the beginning of October, and as of mid-November, the issue still isn't resolved. Despite multiple calls and promises to fix the error, the store is now insisting that I pay more. I am very disappointed and frustrated by the poor service. The store claims to guarantee customer satisfaction, but they have not made things right after their mistake. I want them to correct this error promptly.