ComplaintsforBob's Discount Furniture LLC

Furniture Stores

Additional Complaint Information

Customer Complaint:

Any customer who has a complaint with Bob's Discount Furniture may contact the company's customer care liaison team directly by email at WeCare@MyBobs.com.
In the event the issues are not resolved directly with the company, a complaint may be filed with BBB online at www.bbb.org.

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Initial Complaint
11/14/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I brought a dinning room set and just saw they did not put any screws in the bench when they installed it. I was set a "hardware kit". However that was kit was not for the piece I am missing screws for. This bench is wobbly to point I fell off of it.
Business response
11/19/2024
Good Afternoon BBB,
We are very sorry to hear of the concerns our customer is having with the bench that was purchased from us back in 2021.
We have been able to access the account and we do see that our corporate office was able to resolve the customers concerns. We have refunded the customer for the bench in the amount of $98.28
Please let us know if this is incorrect or if the customer needs additional assistance. Thank you for bringing this to our attention.
Kindest Regards,

Brittney W.

Bobs Discount Furniture

Customer Care Corporate Liaison
Customer response
11/19/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

********** *********
Initial Complaint
11/07/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
• Delivery team is more important than the customer, since they can dictate what they are going to do during a workday. • The delivery dispatcher was “burning the clock” since he didn’t request the go-back for 30 minutes later, obviously knowing that the drivers would be miles away from my house by then. • The delivery dispatcher should have asked me if I had room for the new couch set (which I did have room and would have accepted the delivery) before informing the delivery drivers to leave the customer’s house. • The supervisor should have told the delivery drivers to come back to my house anyways since the mistake was on Bob’s Discount side. • Since I had to wait till after 1 pm for a resolvement on today’s issues, given that my living room is prepped for new furniture and I lost money from missed work. • I also informed the store when I bought the new couch and loveseat, that I needed an afternoon delivery so I wouldn’t have to miss work and I was told to inform delivery dispatch when they call me, the day before delivery. Delivery dispatch never called me the day before delivery informing me of the delivery time. Instead, I received an email from Bobs Discount with the delivery time, the night prior. When I saw the email, I called Bobs Discount delivery dispatch and asked if they could do the delivery in the afternoon. They said “no” and if I wasn’t available on the scheduled delivery day, then they could reschedule for a different day, but not the time frame. So, with that information, I accepted the time frame and took time off from work. Bob’s Discount store employees are pretty nice with good (if not, great) customer service, but the delivery service is horrible with no regards for customer service or satisfaction. The “white glove” delivery title is obviously a scam and a rip-off.
Business response
11/13/2024
Good Morning BBB,
We are very sorry to hear of the concerns our customer had with having their recent order from us here at Bob’s Discount Furniture delivered. We have been able to access their account and we do see that this order was successfully delivered on 11/11/2024 and we did process a $150.00 accommodation as a symbol of apology for their experience.
We do appreciate the customers feedback and will have it addressed internally with our teams, please let us know if the customer has any additional questions or concerns. Thank you for bringing this to our attention.
Kind Regards,
Brittney W.
Bobs Discount Furniture
Customer Care Corporate Liaison
Customer response
11/13/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ********
Initial Complaint
11/05/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
10/10/24 $2,011.54 $1,603.89 Furniture that was new and undamaged Contacted numerous times, replacements sent and were damaged Finally spoke to a customer rep from corporate who was supposed to take care of it and it never happened
Business response
11/12/2024
Good Morning BBB,
We are very sorry to hear of the experience our customer has had with us here at Bob’s. We have been able to access their account and we do see that the concerns have been addressed with our customer care office.
If this is incorrect and the customer still needs assistance they can reply back to us here at the BBB. Thank you for bringing this to our attention.
Kind Regards,
Brittney W.
Bobs Discount Furniture
Customer Care Corporate Liaison
Initial Complaint
11/05/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
this company gained my account from ***** ****. At the time i ordered furniture on may 19, 2024 and my delivery day was june 22. i did not get my furniture until aug. but payments were being taken out every 2 weeks but no product. i stopped the automatic payments to teach them a lesson and mail in money orders now. bobs keep calling me after i requested them to stop and put all communication in writing. they have not granted my wishes.
Business response
11/12/2024
Dear BBB,

Please pass on our deepest apologies for any inconvenience we may have caused this customer.

Regretfully I am unable to locate any account information that matches this consumer’s complaint within our internal records.

I have looked under the name, phone number; email address and address provided here and was unable to find anything that matched the provided information.

Can you please ask the consumer to verify the invoice number (order number) associated with their purchase so that I can proceed in assisting on this complaint further? They can locate this order number via the sales receipt provided at the time of purchase.
If the invoice number is unavailable please ask if there are any alternate phone numbers that may bring up their account records.

We ask that the customer responds to us thru this BBB channel so that your efforts in excellent mediation assistance are not wasted.

Kindest Regards,

Brittney W.

Bobs Discount Furniture

Customer Care Corporate Liaison
Initial Complaint
11/05/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The purchase on this couch was made in January of 2023, we've had replacement on this couch with in a year of owning. Due to manufacturing defect, the couch was caving in and causes us have back issues. The couch was replaced with in the same year. Several months later the couch was falling apart again. Bobs discount was made aware of the situation. And said they're no longer responsible for the warranty even though they sold us the warranty with the couch. Which was the goof proof protection. Which they offer when they sold us the couch. The couch is causing me to have back issues again for which I'm going to have to see a Chiropractor about. Bobs discount furniture and the employee for which sold me and wife the couch. Also lied about the durability of the couch and sold us on false dreams of owning one of the best couches they had on the floor.
Business response
11/12/2024
Dear BBB,
We ask to please send a full photo of the merchandise and pictures showing the damages. Once we receive the photos we will review the photos and the account.
Kind Regards,
Thaymara C
Bobs Discount Furniture
Customer Care Corporate Liaison
Initial Complaint
11/05/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hello, I have bought a lot of furniture from Bob's Discount furniture in ****** ** over the past years and happy until now. I recently made a purchase for over $7000.00. Part of that purchase is two loveseats attached to a corner unit. Within a brief time, the cushions have gone flat. I am extremely disappointed that I cannot even get off the loveseat without help because the squashed cushions are too low to the ground now. I have read these same complaints with the Better Business Bureau I have been communicating with the store in ****** ** and they suggested for me contact my **** ***** Protection Plan Company which cost me an addition $599.00! With **** ***** Protection Plan Service, I put in a request #*******. They told me that there is nothing that can be done to fix my problem and not covered in my warranty plan! I understand that they have the right to deny claims for coverage under their own guidelines. But they did not even offer to come out and see the problem but customer care did offer to send me new insert foam for the cushions. I have not seen them at all. I now do want a store credit of $1058.00. Their letter said: We are providing you with the terms and conditions for your 5-Year ************* ******** *********** ********* **** you bought from BOB'S DISCOUNT FURNITURE: ****** ** for $599.99. Your plan was activated on 07/22/2022, will expire on 7/22/2027, and will provide up to $3,818.61 in coverage for your new furniture. After hearing this, I requested a store credit of what the loveseats and corner unit cost me, $1058.00. I would come to the store in ****** ** and then pick out something else. This way Bob’s would make some money on the markup. I told the **** ***** Protection Plan (******** Customer Service October 11) if I did not hear from them before the end of October, I would contact the Better Business Bureau and make a complaint! Can you help me get a Store Credit of $1058.00 to get something else and remittee this problem?
Business response
11/08/2024
Good Morning BBB,
We are very sorry for the concerns the customer has presented, the warranty the customer holds with us at Bob’s is for one year against manufacturing defects.
The **** ***** protection is a plan through a third party company, Guardian. ******** covers the merchandise damage resulting from a single accident. Accidental damage must be reported within thirty days of occurrence and they must be able to provide the necessary details to clearly indicate that this damage occurred through a single accident or incident and not through everyday use, misuse or abuse of the merchandise.
******** has the right to deny claims for coverage under their own guidelines. In an effort to provide the customer a resolution we did process a part order for the seat cores, these parts are on back order from the vendor until February of 2025. Once we receive these parts we will ***** them directly to the customers home.
Kindest Regards,
Brittney W.
Bobs Discount Furniture

Customer Care Corporate Liaison
Customer response
11/09/2024

Complaint: ********

I am rejecting this response because the same problem will occur over time again if the cushions are replaced!
I am requesting a store credit for $1058.00 as requested in the beginning.

Sincerely,

****** *******
Business response
11/19/2024
Good Morning BBB,
We will honor a one time reselection credit for the customer cottage chic sectional. This will give the customer equal value to what was paid to go into the show room and select something different.
We do require to take the merchandise the customer currently has in the home at the same time we deliver the new selection. This credit is now active in the account and will be for the next 30 days (reference number ********). We do ask that our customer visits their local show room at their earliest convenience to have this taken care of.
Please let us know if the customer has any additional questions or concerns. Thank you for bringing this to our attention.
Kind Regards,
Brittney W.
Bobs Discount Furniture
Customer Care Corporate Liaison
Customer response
11/19/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory This store credit will give me equal value of $1058.00 of what was paid, go into the show room ASAP and select something different. When the new selection arrives i will then have this soffa ready for your pickup. I undersatnd that this credit is active in my account and will be for the next 30 days (reference number ********).
Thank you.

****** *******
Initial Complaint
11/05/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Subject: Formal Complaint Regarding Couch Order and Delivery Issues To Whom It May Concern, I am writing to formally lodge a complaint regarding my recent experience with your company concerning a couch I ordered on October 26th. The couch was scheduled for delivery on November 2nd within a window of 4-5 PM. Unfortunately, no delivery was made during this time, and I received a delivery notification that had a line drawn through the signature spot, indicating that something was amiss. Upon contacting customer service, I was initially informed that there was a glitch in the system, which later changed to an excuse about an unavailable elevator. Both explanations are untrue. After this frustrating experience, I was told that the next possible delivery date is now November 11th. I have also reached out to several executives, including CEO Bill B*****, Roger D***** (Head of Retail), Carol G****r (Chief Merchandising Officer), and Maurice M******* (General Manager), yet my concerns have been met with indifference. It is clear that neither the store, customer service, nor the executives genuinely care about resolving this issue. At this point, I feel compelled to consult with my attorney, as I have paid a substantial amount for a couch that I still have not received. This entire experience has been nothing short of a nightmare, and I find it shocking that your company is still in business given the level of service and accountability displayed. I hope this complaint will be taken seriously, as I believe it reflects a larger issue with your company’s operations and customer service. Sincerely, ***** **** ###-###-####
Business response
11/08/2024
Good Morning BBB,
We are very sorry for the experience that our customer had with us here at Bob’s Discount Furniture. We have been able to access the customers account and we do see that their complaint was handled by our corporate office. Delivery of the furniture was able to be completed on 11/6/2024 with no further concerns. Our corporate office has also submitted complaints where necessary.
We truly do appreciate the customer’s feedback and apologize that we were unable to meet their expectations on this order. Thank you for bringing this to our attention.
Kind Regards,
Brittney W.
Bobs Discount Furniture
Customer Care Corporate Liaison
Customer response
11/08/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ****
Initial Complaint
11/04/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have been trying for months to get my couches repaired or replaced under the Bob's ******** claims warranty. Every time I send out a claim they send it back stating that it is not covered. The **** ***** warranty specifically states that it covers breakage and breakdown of frames and Springs. On the ottoman part of the couch, the wooden frame at the bottom is broken, this was previously repaired when I first got the couches. Which I have put in the claim but it keeps being ignored. The sofa part of the couch the springs are sunken. I have filed numerous claims and they keep getting denied or closed. I spoke to a rep through a online chat and they said that the warranty wording has been revised since I first brought the couches but I was never advised that my warranty had changed. I also explain to them that they need to honor my initial warranty because it should be valid from when I brought the couches, and they said that they wouldn't do that. I would like for my couches to either be replaced or for me to get a monetary refund for how much I paid for these couches. In the past when I had issues with my Bob's couches and they fell on the warranty it was replaced with new couches, I am just trying to do the same thing now but they are not honoring their warranty wording.
Business response
11/08/2024
Good Morning BBB,
We are very sorry for the concerns the customer has presented, the warranty the customer holds with us at Bob’s is for one year against manufacturing defects.
The **** ***** protection is a plan through a third party company, ********. ******** covers the merchandise damage resulting from a single accident. Accidental damage must be reported within thirty days of occurrence and they must be able to provide the necessary details to clearly indicate that this damage occurred through a single accident or incident and not through everyday use, misuse or abuse of the merchandise.
******** has the right to deny claims for coverage under their own guidelines. If the customer does not agree with the denial they would need to dispute it directly with ********. It is never our intent to disappoint a Customer and again we want to apologize that we could not meet their expectations. Thank you for understanding.
Kindest Regards,
Brittney W.
Bobs Discount Furniture

Customer Care Corporate Liaison
Customer response
11/08/2024

Complaint: ********

I am rejecting this response because: I already spoke to ******** through a chat and they said that I had to go back and speak to Bob's. I have attached the chat I had with a representative stating for me to go speak to Bob's. Every time I went into the store the manager was not available which is why I contacted the Better Business bureau. I would like for my couch just be replaced or for me to get a credit for me to get new couches. This is ridiculous. It states on the website on the Bob's Discount Furniture website the breakdown of the warranty and they're not honoring what's written on the website which in all actuality is false advertising. I would like a resolution.

Sincerely,

**** ******
Business response
11/13/2024
Good Afternoon BBB,
We do apologize for any misinformation that may have been given to the customer, in an effort to provide the customer a resolution we have processed a one-time courtesy reselection credit.
This credit will give the customer equal value ($851.92) to go into the show room and pick out something different, if the customer should choose something higher in value they will be responsible for the price difference.
We will take the merchandise that is currently in the customers home at the same time we deliver the new set. This credit is now active (reference number ********) and will be for the next 30 days. We do ask that the customer goes into their local show room at their earliest convenience.
Please let us know if the customer has any additional questions or concerns.
Kind Regards,
Brittney W.
Bobs Discount Furniture
Customer Care Corporate Liaison
Customer response
11/13/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** ******
Initial Complaint
11/04/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Service not rendered
Business response
11/08/2024
Good Morning BBB,
We are very sorry to hear that our customer is having concerns with us here at Bob’s Discount Furniture. If the customer would please attach their complaint for what is going on we would be happy to look into this for them.
Kindest Regards,
Brittney W.
Bobs Discount Furniture

Customer Care Corporate Liaison
Initial Complaint
11/01/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I placed and order 10/19/24 to pick up from the bob's warehouse ********** **. I picked up the product an employee loaded the chair in my car. They gave me the wrong pieces. I called them back they asked me to come back and pick up a replacement, I did and employee load the chair in the car got home they pieces were wrong and some missing again. I called them back they offer to deliver the correct assembled one on 10/29/24 at no charge and pick the right one up. This never happened. I keep calling they keep hanging up
Business response
11/06/2024
Good Morning BBB,
We are very sorry for any inconvenience that this has caused our customer. We have reviewed their account and we do see that the concerns were resolved with our customer service team.
If this is incorrect and the customer still needs assistance they can reply back to us here at the BBB.
Kind Regards,
Brittney W.
Bobs Discount Furniture
Customer Care Corporate Liaison

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