ComplaintsforBob's Discount Furniture LLC

• Initial Complaint

  07/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I visited the Bob’s Store in ****** 4/25. The salesperson that helped me, guaranteed me several things and none of them were true. I was moving into my apartment 5/1 & didn’t have a thing since I moved across country. I didn’t get access to my new place until 10 am. She told me this would not be an issue. I was going to pay cash and she convinced me to do the Bob’s Deferred Financing for 12 months and NEVER disclosed there was a $49 fee for it. 4/30/24 I received a message from Bob’s delivery stating they would be to my new apartment very early in the morning. Since I didn’t get access to my apartment until 10 AM, this posed a major problem. I tried calling Bob’s to have them deliver Later in the morning or early afternoon & they said no. This really upset me. I contacted the ****** store to find out what was going on and why this had changed from what I was told. The salesperson I had dealt with, don’t remember her name, was out. I was able to connect with the store manager of Oxnard, I believe his name is Milt or Milton. We had a few phone calls back-and-forth. I’m at my new job, stressing about having furniture for my new apartment. Thankfully, he was able to get them to move the delivery to later that day. He told me that they would credit the delivery fee since I had so much trouble with the delivery & it all stemmed from being told incorrectly by the salesperson. I thanked him & was grateful he fixed it. Fast forward, I received the bill & the delivery fee was still on there & there was a $49 fee for using this card, Which was NEVER Disclosed to me. I called back to speak to the store manager & ask him when the delivery fee was going to be credited & to voice my displeasure finding a $49 fee that was never disclosed to me. He guaranteed me that the delivery fee would be refunded, but it would take a few billing cycles, but he didn’t do anything about the $49 fee. Blew me off. 3 cycles $ the delivery fee has NOT been credited. Tired of the dishonesty!

  

  Business response

  07/11/2024

  Good Afternoon BBB,

  We are so sorry to hear of the concerns our customer had while trying to have their merchandise delivered. We have reviewed the account and we do see that the paperwork was not entered correctly for this refund to reflect onto the customer **** card.

  We have set up the paperwork to refund the delivery fee of $349.99 and the annual fee of $49.99. This is a total refund of $400.00 being put back onto the customers card.

  Again, we do apologize for their experience and that we have been unable to meet their expectations. They can respond back to us here with any additional questions or concerns.

  Kind Regards,
  Brittney W.  
  Bobs Discount Furniture
  Customer Care Corporate Liaison

  Customer response

  07/12/2024

  
  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

  07/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Salesman and store manager sold wrong items to me to get a better sale. The delivery was not accommodating to customer timeslots as I attempted to change them prior to the delivery they would not accommodate me as the customer Also, the items delivered to My Home were incorrect and missing the mattress that I had ordered for my son I immediately called their customer escalations team to assist with getting me the correct items reimbursing me for items that I was overcharged for and new orders for what I am in need of They will not get me the delivery to accommodate me since their company messed up this whole transaction I’ve been calling since Wednesday afternoon the minute that we got the delivery that was incorrect and they will not accommodate me on getting me my right products only according to their department of routing They will not reimburse me for the purchase until all items are delivered correctly i’ve made over 15 phone calls to them that have been successful with English speaking customer service representatives the rest of the representatives you can’t understand and they cannot understand your needs I’m ready to dispute discharge with the bank, but my son is without a bed and has been for several days so I do need the mattress and the platform that I ordered to come on my schedule I’ve lost a pay already of my work schedule due to this huge inconvenience and they want me to do the same thing in the upcoming days

  

  Business response

  07/11/2024

  Good Morning BBB,

  We do apologize for the frustration our customer has been going through with this issue. While looking into the account it looks like the issues have been resolved with our customer care department.

  We will share their insight with our business partners and seek to improve our customer experience for all of Bob’s customers. Thank you for bringing this to our attention.

  Kind Regards,
  Brittney W.  
  Bobs Discount Furniture
  Customer Care Corporate Liaison

  Customer response

  07/11/2024

  
  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

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******* ** *** ***** ** ******** ****** **** **** * 5 year warranty on furniture that was purchased in 2023. The consumer has been trying to contact the business for the last 3 months because there is a spot on the furniture that they can't get out but they have not heard back from the business.

  

  Business response

  07/03/2024

  Good Morning BBB,

  We are very sorry for any confusion or miscommunication Ms. ********* is experiencing using the warranty for the merchandise purchased from Bob’s.  I see that this purchase was delivered in April of 2022 and at the time of purchase the **** ***** protection was added. 

  Through Bob’s Ms. ********* was covered for a period of one year for manufacturing defects.  Manufacturing defects must either be verified through a Bob’s technician visit and report or through submitting photos which are then reviewed by a staff trained specifically in that area. 

  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 she 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. 

  After reviewing her account history full scope to determine what action would be taken further, we had confirmed the warranty through Bobs had expired in April of 2023. ******** has the right to deny claims for coverage under their own guidelines. 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.

  Sincerely,
  Brittney W.
  Bobs Discount Furniture
  Corporate Customer Care Liaison 

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our couch cover part is ripping and the charger outlet does not work in it anymore.

  Customer response

  07/01/2024

  Our table has a hard time opening now and on the sides the paint is coming off and the handle is broken.

  

  Business response

  07/02/2024

  Good Morning BBB,

  We are very sorry for any confusion or miscommunication our customer is experiencing using the warranty for the merchandise purchased from Bob’s.  I see that this purchase was delivered in March of 2021 and at the time of purchase the **** ***** protection was added. 

  Through Bob’s our customer was covered for a period of one year for manufacturing defects. Manufacturing defects must either be verified through a Bob’s technician visit and report or through submitting photos which are then reviewed by a staff trained specifically in that area. 

  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. 

  After reviewing their account history full scope to determine what action would be taken further, we had confirmed the warranty through Bobs had expired in March of 2022 While our goal is to find every opportunity to satisfy a customer; I am sorry that in this case due to the absence of warranty through Bobs we do not have a resolution going forward. We truly are sorry if we were unable to meet our customer’s expectations.

  Sincerely,
  Brittney W.
  Bobs Discount Furniture
  Corporate Customer Care Liaison 

• Initial Complaint

  06/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I placed an order online for furniture with White Glove Delivery from Bob's Discount Furniture. As a disabled veteran, I am reliant on delivery and setup and online ordering, as I am not able to physically go to a store. After placing an order online for a sofa, mattress, and headboard with White Glove Delivery, I checked my bank account to find I had been debited twice for the same exact order, and the order was changed to pick up, which is physically impossible. When contacting customer service, I was told that my order was canceled for "my protection." After explaining my issue, I was told that I would be refunded in 8 days, which is absolutely not acceptable. I have been debited nearly $6,000 for an order that I was never told was going to be canceled. I was not called or emailed. That missing money ($2970.97 of which was an unauthorized transaction and those funds were debited from my account fraudulently) has caused significant issues. My wife has end-stage dementia, and we are processing her Medicaid application to pay for my wife's skilled nursing facility. This double debit has now jeopardized her application! Bob's has not offered an acceptable resolution to this issue other than "We're sorry, but you can come in and place an order in person." I have clearly explained I am disabled and unable to get to the store, yet I have had TWO separate employees tell me to go to the store to see what they can do. I am on a very limited income and to expect me to pay a caregiver extra money I don't have to get me ready to get me to the store to fix the store's error is ridiculous and humiliating. Bob's is discriminatory and fraudulently took money from me. I will never use Bob's Discount furniture again, and I urge everyone to avoid ordering anythning online as you may become a victim of fraud and discrimination.

  

  Business response

  06/28/2024

  Good Morning BBB,

  We are very sorry to hear of the concerns our customer is having with the order that was placed here at Bob’s. For the customer’s protection, this payment could not be processed online.

  We have been able to access the customers account and we do see that the order has been fully cancelled and refunded back to the customer’s method of payment. We are very sorry for any inconvenience’s this may have caused. Thank you for bringing this to our attention.

  Kindest Regards,
  Brittney W.
  Bobs Discount Furniture
  
  Customer Care Corporate Liaison

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a sofa from Bob furniture in ***** ******. I have 5 year warranty. I am in year 3. The are suppose to cover all accidental damage. They refuse to cover the sofa. ******** is warranty for Bobs. I have called ******** and Bobs. They are refusing to fix or replace the sofa. The back broke and yes it was accidental damage.

  

  Business response

  06/28/2024

  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 Goof Proof 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. 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

• Initial Complaint

  06/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a sectional and a sofa/loveseat combo from Bobs Discount Furniture in ******* ** in September of 2023. Their warranty states that any defects within a year are covered. Now June of 2024 the one armrest has the frame collapsing and making loud squeaking noises. I contacted them and they sent a technician out who told me that the quality of the furniture is poor because the framing is made of cardboard, so any fix would just be replacing cardboard and it would happen again. He said he'd report to the company that this is a manufacturing issue and they would contact me in about 10 minutes to talk about whether they could offer a refund/replacement. After not hearing from the company I called them and they said the technician wrote in the report that this is "not" a manufacturing issue and that it was in good working order. The person on the phone asked me to prove that there is an issue by sending a picture, which I'd already done. I explained several times that this was not something that could be seen in a picture The representative said there was nothing they would do since the technician wrote it was in good working order. I'm not sure where the miscommunication is but it feels like they are just avoiding honoring their warranty

  

  Business response

  06/26/2024

  Good Afternoon BBB,

  We do apologize for the frustration the customer has been going through with this concern. We did send a technician out to inspect the merchandise the customer has in the home and he did state there were no defects present on the pieces.

  We have reviewed his technician report along with the photos he provided, and we do stand by that this merchandise is up to standards.

  While our goal is to find every opportunity to satisfy our Customers; I am sorry that in this case, we cannot honor Mr. ******** claim. It is never our intent to disappoint a Customer and again we want to apologize that we could not meet his expectations. Thank you for understanding.

  Kindest Regards,
  Brittney W.
  Bobs Discount Furniture
  Customer Care Corporate Liaison 

  Customer response

  06/26/2024

  
  Complaint: ********
  
  I am rejecting this response because: the technician in my home said there was a quality issue that will continuously happen on the couch because they are poorly made with cardboard and he sees the problem all the time. I'm not sure why this was communicated differently in the report, but the business should be responsible for their technicians and their communication. This seems like a failure of the business
  
  Sincerely,
  
  ******* ******

  

  Business response

  06/28/2024

  Good Morning BBB,

  In an effort to provide a resolution we will offer the customer a one-time courtesy reselection credit for their sectional. This credit will give the customer equal value to select something different in the show room. We will take the current selection of merchandise in the home at the same time we deliver the new selection.

  We have set this up in the customers account and their reference number is ********.

  This credit is now active and will be for 30 days, we ask that the customer visits their local show room at their earliest convenience so we can get this taken care of as soon as possible.

  Kind Regards,
  Brittney W.  
  Bobs Discount Furniture
  Customer Care Corporate Liaison

  Customer response

  06/28/2024

  
  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

  06/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a mattress on June 2nd of 2024. At the store the salesman told me that the delivery was 150.00. Instead I was charged $1`75. 00. When I called the salesman, he told me I was getting charged to take ma old mattress. The delivery men refused to take my old mattress.. I called Bob customer service and they are refusing to return the $25.00 acc#****************

  

  Business response

  06/25/2024

  Good Morning BBB,

  We are very sorry to hear of the concerns our customer had with the delivery of their mattress. We have reviewed the customer’s account and we do see that they were charged the correct delivery fee.

  Our delivery fees are based off of the value of the customer’s order. The customers merchandise total was $1,078.00, so the white glove delivery service fee for this order would be $179.99. They can find all of the details regarding this fee by visiting *******************************************.

  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.

  Kind Regards,
  Brittney W. 
  Bobs Discount Furniture 

  

  Business response

  06/25/2024

  Good Morning BBB,

  We are very sorry to hear of the concerns our customer had with the delivery of their mattress. We have reviewed the customer’s account and we do see that they were charged the correct delivery fee.

  Our delivery fees are based off of the value of the customer’s order. The customers merchandise total was $1,078.00, so the white glove delivery service fee for this order would be $179.99. They can find all of the details regarding this fee by visiting *******************************************.

  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.

  Kind Regards,
  Brittney W. 
  Bobs Discount Furniture 

• Initial Complaint

  06/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received my couch damaged. I've been told many different solutions to this. All in a 24 time period. 3 people have said the damaged piece will be dropped off, 2 said a whole new end piece has to be delivered and most recently now saying I have to go pick it up (a 3 hour drive)

  

  Business response

  06/21/2024

  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 the customer can provide the original delivery address for this merchandise or 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

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 10/13/2021 my wife and I went into a Bob's Discount Store to purchase furniture for a new home. Located at ***** ******** **** ****** **** **. We spoke with sales associates Dale Z. When looking at the furniture considering the amount of money we were spending we were worried about quality. Dale told us about the **** ***** warranty. He mentioned that anything that happens to the furniture will be taken care of if somethings goes wrong. If the foam comes out, recliners break, if it gets cuts, or rips that we can just call the number on the pamphlet or go to the website and fill out a form and it would be taken care of. We decided to add the protection to our purchase. Fast forward to 2024 I a seat cushion that is broken I submitted a form and they denied the repair saying it didn't qualify. My recliner chair broke and I submitted a repair for that and they denied the repair for that also because it didn't qualify. When I called to complain all I was told was that I could cancel my plan! On top of that I'd only get a prorated refund. To me it seems as if the sales associates are pushing warranty sales for quotas and not giving the real details of the plan. They just preach everything will be fixed while in reality major issues are being ignored. If I knew this before hand it would have made me reconsider my 12k purchase at this store. I would appreciate if they can fix the issues I'm having with my furniture like the sales associate said they would when he sold me the plan.

  

  Business response

  06/18/2024

  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. 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

  06/25/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Although ******** may be a third party company it was a Bob's employee who sold me the warranty. In fact if it was a ******** employee they probably would have done a better job of explaining the terms of the plans. As opposed to the Bob's employee who never used the word denied while telling me about the plan. Either he was misinform on how the plan worked or he was trying to ease my nerves and secure a big sale. Either way I feel Bob's Discount needs to handle the way their sales associates push these warranties and take accountability for ********s failure to back up warranty claims the way Bob's associates said they would. 

  
  Sincerely,
  
  ******* *******

  

  Business response

  06/28/2024

  Good Morning BBB,

  Through Bob’s Mr. ******* was covered for a period of one year for manufacturing defects.  Manufacturing defects must either be verified through a Bob’s technician visit and report or through submitting photos which are then reviewed by a staff trained specifically in that area. This warranty would have expired in December of 2022. 

  We have been able to access the customers claims through ********, the customer did not report a one time accidental damage that would be covered under this accidental warranty. We do apologize if there was any miscommunication at the time of purchase, however we cannot offer recourse for these concerns as they do not qualify under the warranty.

  We are very sorry that we are unable to provide the resolution the customer is seeking.

  Sincerely,
  Brittney W.
  Bobs Discount Furniture
  Corporate Customer Care Liaison 

  Customer response

  07/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩