Important 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 [email protected].
In the event the issues are not resolved directly with the company, a complaint may be filed with BBB online at www.bbb.org.
Complaints
This profile includes complaints for Bob's Discount Furniture LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,560 total complaints in the last 3 years.
- 497 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:07/08/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased a sofa from Bobs Furniture with **** ***** protection which covers accidents for 5 years. Came home one night to find that my puppy destroyed 3 back cushions on the couch. Started claims process online, called to follow up and was told claim is denied because tears are not covered. I only purchased the sofa because of the insurance and was told that these types of accidents are covered. Their own websites says tears are covered. I feel like the company sold me something knowing they wouldn't honor their product. I feel like this is a ploy to get more money from the consumer, as I charged $399.99 for this "insurance" after being told I could "drop a gallon of paint on it and it would be covered, no questions asked". I never would have got the protection or bought from the company if i know this is how they operate. Must be why there is a class action lawsuit against them. I want my sofa fixed or a full refund of the $399.99 I spent on the coverage. I am also reporting this to my states ** office.
Business Response
Date: 07/08/2025
Dear BBB,
We are truly sorry to hear about the inconvenience and frustration. The merchandise came with one year against manufacture defects which expired on 4/13/24. The extended accidental warranty with Guardian is still active however they have the right to deny any claims within their guidelines. While our goal is to find every opportunity to satisfy our Customers; I am sorry that in this case, we cannot honor your 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.
Kind Regards,Thaymara C
Bobs Discount Furniture
Customer Care Corporate LiaisonCustomer Answer
Date: 07/08/2025
Complaint: ********
I am rejecting this response because: the damage done is within the insurance that I purchased that your company won't honor. Why sell a product to consumers and them deny claims made? It was an accident that happened which was reported within the 30-60 day timeline. We are asking for 3 cushions to be repaired not a new sofa. We have preof of the damage done. Your own websites says tears are covered. So why am I getting denied? My states ** has been notified of this and we will let everyone we know to never buy from your company as they have deceptive practices to get consumers to pay for a product and not honor it.
Sincerely,
****** *****Business Response
Date: 07/08/2025
Dear BBB,
As we mentioned the one year manufacture defect warranty expired however we want to offer a one time courtesy part for the casings. We just want to confirm it is the three back casings for the dream sofa. Once we hear back from the customer we can look into ordering the parts.
Kind Regards,
Thaymara C
Bobs Discount Furniture
Customer Care Corporate LiaisonCustomer Answer
Date: 07/08/2025
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.The cushions I need casings for are for the Dream Power sofa in Grey. One back cushion casing for the armless chair and both back cushion casings for the corner wedge.
Sincerely,
****** *****Initial Complaint
Date:07/07/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We purchased a couch via online. It arrived and was an extremely poor product so we called and they said they would credit our account and we would pick a new couch. We picked a new couch and set up a delivery date. We called to ask about adding their “white glove” to our delivery date and they said they could not. We were fine with that but their employee, Shirley, cancelled our delivery date on her own and didn’t tell us. We called back to double check on the delivery and found out. We have company coming from out of state and needed to make the date we paid and agreed upon in person work and they said they cannot put it back to the agreed upon date so we had to reschedule.Business Response
Date: 07/07/2025
Dear BBB,
We are truly sorry to hear about the inconvenience and frustration. We tried to locate the account with the information provided by the customer unfortunately we were unable to locate any accounts. We ask to please provide name, phone number, email or a copy of the receipt. Once we receive this information we will review the account.
Kind Regards,
Thaymara C
Bobs Discount Furniture
Customer Care Corporate LiaisonCustomer Answer
Date: 07/08/2025
The order was placed under the name ******* ******** phone number ###-###-####. We were in store 7/3 when we picked a new couch at the ************ ** location and had our delivery set up for this coming Thursday the 10th. When we called yesterday to ASK if we could upgrade our delivery to white glove Shirley cancelled our delivery and signed us up for white glove with a different date which we DID NOT WANT! I don’t appreciate Shirley spending my money and creating my schedule on her own accord. From there we called back and a guy named Tom from Solution Services was SO MEAN and said it was all our fault!? So now I have company flying in from out of state and this was supposed to be done prior to their arrival but now all this commotion will be taking place and they lose an entire day of vacation because the delivery and pick up is now Friday so we have to stay home until it’s done because of a vague delivery window.
order number **********
Business Response
Date: 07/08/2025
Good Afternoon BBB,
We are very sorry to hear of the concerns our customer has
had with changing their delivery date. We have been able to access the customer’s
account, and we do see that their pick up/delivery is scheduled for 7/11/2025.However, we can certainly understand the frustration with losing
the original date that they had planned for. While we are unable to switch the
date back we can offer to refund the delivery fee of $39.99 once the pick
up/delivery has been completed.We do ask that they reply back to us here at the BBB so this
can be processed after this takes place on the 11th.It is never out intent to disappoint a customer and we are
very sorry that we have been unable to meet their expectations on this order.Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureCustomer Answer
Date: 07/08/2025
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
Date:07/01/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
A delivery was made and my apartment was entered while I was at the driver's license place. No one ever contacted me, they just showed up. They did not respond to me at all. They were told I was not home and it should be against the law to enter someone's home when they are not present. The item should have been left in the hallway and if it was stolen then it should have been on Bob's Discount Furniture.
I am a disabled person and now I have to pay somebody to fix my bed!
Who sells someone a complete bedroom set with no box spring? That makes absolutely no sense to me at all. Somebody ought to be ashamed of themselves. I have phone stuff to review and I did take a picture of where the box spring is sitting...also I could not get into my unit when I got home.Business Response
Date: 07/02/2025
Good Morning BBB,
We are very sorry to hear of the concerns our customer has
had with our delivery service.We were unfortunately unable to find your account with the
information provided. We would like to ask our customer to reply back to us
here with the order number, phone number, or email that was used at the time of
purchase.Once we have this
information we will be able to look into the complaint further and ensure it
gets to the right place to have it addressed.We do look forward to hearing back from you!
Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureInitial Complaint
Date:07/01/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ordered new table for total 216.42 / went to store bought floor model table for 108.21.
108.21 charged on my ***** ***** card.
216.42 is also being charged on my ***** ***** card.
Store says refund in process but I have failed to receive refund for 216.42.Business Response
Date: 07/01/2025
Dear BBB,
We are truly sorry for the frustration. The customer did a dispute with their bank and there's currently a pending chargeback in the account.
Kind Regards,
Thaymara C
Bobs Discount Furniture
Customer Care Corporate LiaisonInitial Complaint
Date:07/01/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered 2 of the elm tv chests on May 24, with a scheduled delivery date of June 21st. On June 20, I received an email confirming that I would receive my 2 tv chests the next day. Due to unforeseen circumstances on my part and the fact that they arrived 45 minutes before my 3 hour estimated window, I wasn't available when the furniture was to be dropped off, and had to reschedule to Wednesday, June 25. Again, the day before (June 24) I got an email that my 2 tv chests would arrive the next day. At 6:43 AM on June 25, I received a phone call saying that only 1 was present in the delivery depot, and I would have to reschedule. I rescheduled to June 30 (today) to have them delivered. Yesterday, I received an email, again saying my two tv chests would arrive today, but when the delivery men arrived, they had only 1 chest. They contacted their dispatcher, who said that this entire time, there has only been 1 chest available, and the other one was on backorder. I received no indication of that this entire time, and I am frustrated as I could have ordered another piece of furniture and had delivered by now. They are now indicating that the second chest will not be available for over 6 months. Also, the chest that I did receive was damaged (hole in back lining, damage/scratches).
I contacted the Bob’s discount customer service, and explained the situation, and the customer service representative indicated that since one of the chests had been delivered, she could not provide me with a refund for the second one that had not been delivered, and cancel the delivery of the second one. She also said that I cannot get a replacement for the damaged one, since they are unavailable. I am not interested in receiving the chest 6 months from now. I have been misled by Bob’s as the unavailability of the chest should have been transparent from the start. They owe me a refund for the undelivered chest, and a discount off of the damaged chest, as I can't get an undamaged replacement.Business Response
Date: 07/01/2025
Dear BBB,
We are truly sorry to hear about the delays and damage to the tv chest. We can certainly offer a credit to keep the merchandise as is since it's what the customer requested. The original price of the merchandise was $149.00 the most we can offer at this time is $50.00 back to the method of payment. The other tv chest we can process a refund since the item is not longer available. Please let us know if these options are okay with the customer and we will process the credits.
Kind Regards,
Thaymara C
Bobs Discount Furniture
Customer Care Corporate LiaisonCustomer Answer
Date: 07/02/2025
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. I will accept the refund for the second, undelivered chest (along with the associated tax on the item), and the partial refund for the delivered but damaged item.
Sincerely,
****** ******Initial Complaint
Date:06/30/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We were delivered a dresser today june 27. When we opened the box, the dresser was broken. We called and asked for replacement. They said the replacement will take 9 to 10 weeks to be delivered. We asked for them to come back and pick up the broken dresser. They said they would pick it up when they deliver the new one, we informed them that the dresser will be outside since we don't have space inside the house for it. They said that we would be liable for any damage the dresser sustained from the weather. We do not agree and do not want to be hold liable for the dress for being outside. We offered for them to pick it up and they have refused. We do not have space inside the house. This is besides the fact that the dresser is already damaged. All we want is for them to pick up the damage dresser soon and not in 9 to 10 weeks.Business Response
Date: 06/30/2025
Dear BBB,
We are truly sorry to hear about the damages on the dresser. We have an alternative option for the customer. We can offer a reselection store credit where the customer can visit our local store select a new merchandise and they will schedule the pick up of the damage dresser and delivery of the new one. Please let us know if the customer would like to have a reselection store credit instead of the even exchange replacement.
Warm Regards,
Thaymara C
Bobs Discount Furniture
Corporate Customer Care LiaisonInitial Complaint
Date:06/30/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I got a brand new mattress and bed with this company on 06/21/2025, the next day i started feeling ichiness from my arm, and I found out the "new bed" has Bed bugs and I called the company to let them know what's going on and NO a single good answer. I am so tired that they are keep telling me " "WE ARE NOT RESPONSIBLE FOR THIS" "APOLOGIES BUT NOTHING WE CAN DO" "THIS IS NOT ARE PROBLEM" they also started saying it was the "delivery guys"?
I am sure we are all adults here, and this goes beyond. I am so disappointed and I really need answers.
I AM NOT HAPPY WITH THIS SERVICE, I AM NOT HAPPY WITH THIS BED OR THE MATTRES, this is my money, my time and my health that this people is playing around with.Business Response
Date: 06/30/2025
Dear BBB,
We are sorry to hear of your experience. People often correlate bed bugs with furniture yet we are aware of no research that would even suggest that bed bugs originate from new furniture which is wrapped prior to delivery. According to the Centers for Disease Control ("CDC"): "Bed bugs are usually transported from place to place as people travel." As a result, bed bugs are commonly found in areas such as college dormitories, nursing homes, movie theatres, hotels, multi-dwelling housing and they can even go undetected in a home for months hiding in/under carpets, curtains and wallpaper. The CDC’s government website will provide you with additional information regarding bed bugs.
**********************************************We are sorry for the hardship you have described but given the simple science of how bed bugs feed and ambulate there is no merit to a claim that bed bugs were transported to your home in new Bob’s furniture. While our goal is to find every opportunity to satisfy our Customers; I am sorry that in this case, we cannot honor your 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.
Kind Regards,Thaymara C
Bobs Discount Furniture
Customer Care Corporate LiaisonInitial Complaint
Date:06/30/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I made a purchase on march and decided to cancel order on march 22 I received an email to chose my refund payment i tried to select Zelle it kept kicking me out from the site ,I called bobs and told them the issue and they said I was gonna receive a check on the mail after a month passed I called them again and spoke to Anita told her the issue I have not receive any check she told me that my apartment number wasn’t on the system I made sure when I purchased the furniture they had my correct address and apartment she fixed it and said they were gonna resend me a link again for payment verification once again I had the same issue unable to chose payment option called bobs 3rd time and told them I couldn’t verify the payment method they selected mail I waited 3 weeks nothing came in the mail I called bobs 4th time I spoke to Someone named Diego told him the issue once again he said they were gonna resend me the link for the 3rd time to verify payment same issue called bobs and they selected mail for me ,I waited 2-3 weeks again nothing came in the mail I called bobs 5th time spoke to the manager Michael told him the issue told me the same thing he was gonna resend me the link on may 20 2025 until now 6/27/25 have not received anything and I don’t know what else to do anymore ..Business Response
Date: 06/30/2025
Dear BBB,
We are truly sorry to hear about the delays with your refund. We had processed the refund in our system please let us know if **** ***** received the link to confirm the information. If the customer still needs the link please reply back and we will look further into it. Once again we apologize for the inconvenience.
Kind Regards,
Thaymara C
Bobs Discount Furniture
Customer Care Corporate LiaisonInitial Complaint
Date:06/27/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Last year I bought what I thought was a leather couch from Bob’s I also purchased the warranty **** ***** protection. The couch is peeling and I called the warranty and they denied it and said was not covered. I also called Bob’s and they said it was not covered. My question is how does a leather couch peel in a year and no one is responsible we spent over $5000 per piece on this furniture which is apparently junk garbage I would like a refund of my money. I call Bob they were useless, unprofessional unsupportive, and had no explanation for a why The furniture would be peeling. I want refund or replacementBusiness Response
Date: 07/01/2025
Dear BBB,
We sincerely apologize for any inconveniences the customer may have experienced with trying to seek a resolution for the sofa. We have completed a thorough review of the account history, as well as the details of the claim regarding the merchandise. After careful review, we can see that the one year against manufacture defects with Bob's expired on 4/1/24.While our goal is to find every opportunity to satisfy our Customers; I am sorry that in this case, we cannot honor your 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.
Kind Regards,
Thaymara C
Bobs Discount Furniture
Customer Care Corporate LiaisonInitial Complaint
Date:06/26/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Unresolved Property Damage from Bob's Discount Furniture White Glove Delivery. Claim# from property team is ******.
I am writing to formally file a complaint regarding unresolved damages to my home caused by Bob’s Discount Furniture movers during a White Glove Delivery service located at the ********** ** location (*** ** ********* **).
On or around May 10, 2025, I purchased furniture from Bob’s Discount Furniture exceeding $8,000. As part of my purchase, I paid extra for the White Glove Delivery service, expecting a professional and careful delivery experience. Unfortunately, during the delivery, the movers caused significant damage to multiple areas of my home. I immediately filed a claim with Bob’s Discount Furniture, providing detailed documentation including photographs and descriptions of the damage and now saved in my chat transcripts.
Despite my initial claim and two subsequent follow-up attempts to contact Bob’s Discount Furniture, I have not received any response for resolvement from the company. This lack of communication is unacceptable, especially considering the substantial investment I made and the clear documentation I have provided.
I am requesting that Bob’s Discount Furniture resolve this matter as soon as possible. I reserve the right to escalate this matter through all available legal channels, including judicial action, if the company continues to delay or ignore my claim.
Please treat this as a formal complaint and provide a prompt resolution. I look forward to your immediate response.
Sincerely,
Claim# ******Business Response
Date: 07/01/2025
Good Morning BBB,
We are so sorry to hear that our customer is having trouble receiving
a follow up regarding this property claim. All of our delivery drivers are
third party contracted out of depots, so when a claim like this comes in we do
have to give them a fair chance to have it resolved.We have reached out to the depot directly to advised that
our customer has not received any follow up and is looking to have their claim
processed. Please all 72 hours for someone from the depot to reach out to the
customer directly regarding this claim.Thank you for bringing this to our attention.
Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount Furniture
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