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
- 1,549 total complaints in the last 3 years.
- 500 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:03/24/2025
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 bought 2 adjustable stools for our kitchen counter on 3/14/25. I am legally disabled and needed the swivel adjustable chairs so we got them. They were delivered a few days later with assembly included. They did place them at the high level as we thought we wanted and verbally told us how to adjust them. We didn’t get to use them until a few days ago and wanted to try the lower height. The bottom part would not budge at all. My Husband tried and could not move then. When we removed the very bottom piece that has to be removed to then turn the leg the screw had been wrapped in paper and then wedged into the whole that had been stripped out. We were not informed that the chair was defective and you could not see it. The other chair also will not loosen. We could not reach the store by phone so physically went there, even struggling with my dissability and the sales man agreed it was hard too call but we had to, they could not help us at the store where we purchased therm. So we called. They agreed to just replace the one…in 5 to 6 week. We just moved here and paid $451 and can’t use them. I am disabled and don’t have a place to sit and eat now. Why would it take 6 to 8 weeks when they were delivered in days before. Then when we asked for a refund the call center refused. It feels like a scam at this point. We either need 2 new chairs or a refund. With my disability I need to get a chair I can used before 5 to 6 weeks.
Business Response
Date: 03/28/2025
Good Morning BBB,
We are very sorry to hear of the concerns our customer is
having with the stools they recently purchased from us here at Bob’s Discount
Furniture. We have been able to access the customers account and we would like
to offer recourse for their concerns.The stools the customer purchased are not available to be
delivered until the end of April, while we do understand that the customer just
received a shipment of them, we do not have any additional stock in our
warehouse until this anticipated date.We would be happy to offer an exchange of these stools,
however the customer will need to wait for them to come into stock for us to do
so. If the customer no longer wants to wait we can process a reselection
credit.
This credit will give the customer equal value to choose something
different in the show room that may fit their needs better and be able to be delivered
sooner. If the customer does choose something higher in value they would be responsible
for the price difference.With either of these options we will take the current stools
in the home back when we deliver the new ones.Please let us know what option the customer would like to go
with and we will have it set up in their account for them. We do look forward to
hearing back.Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureCustomer Answer
Date: 03/28/2025
Complaint: ********
I am rejecting this response because: We took the stools that either came defective or were damaged then hidden when installed in the parking lot of the apartment and not in front of us, back to the physical store to show them and they would not even look at them or offer any kind of repair. They gave us the phone number, admitting other Customers did not get help via this “customer service” email but that that’s all they could do. Go back and listen the the phone call. It’s ridiculous and sketchy. I stayed on the phone for quite some time to get a resolution that would work for us. I am legally disabled and thus covered under Civil Rights Laws and this would fall in that area. My disability does now allow us to wait this long. I have ************* ******* and ******* ****** ******** which requires me to sit while I eat. I have extreme chronic pain if I don’t. We don’t want to choose a less desirable item that does not work with our decor cause they sold us they last defective pieces. We were forced to order chairs elsewhere when the phone call was not helpful. I will dispute this with my credit card under my Civil Rights for timely resolutions to are required for my health. If they want the Broken stools they can come get them at our convenience as we have already taken them to the store we bought them at and they rejected them once already. That trip also required me to go out of my way with my disability for nothing. This is why there is an entire ******** page of other Customers who have had defective merchandise.
Sincerely,
**** ****Business Response
Date: 04/03/2025
Good Morning BBB,
We can certainly understand the frustration with the experience
that the customer has had so far us with here at Bob’s Discount Furniture. We
will agree to step outside of our normal policies for this customer and set up
a pickup for a refund on the two stools.We have set this up in their account and their reference
number is ********.We do service the customers area Tuesday-Saturday. If they would
respond back to us with a date that would work best for them for us to come pick
up the stools we will have it booked in.We do ask that the customer chooses a date that they are flexible,
as our time frames are routed geographically by the stops the truck needs to
make for the day. They will receive a time frame call 24 hours before their scheduled
date.We do look forward to hearing back from our customer.
Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureCustomer Answer
Date: 04/03/2025
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.They can come to the address on file on April 8th. The chairs have been protected and in the same condition, just with the stripped screw not able to go back in since they jammed it in with plastic. We do need a notification of pick up time in day before and another notification day of with more approximate time as is normal.
We have already disputed the charge with our credit card and they need to respond to ***** allowing it to ensure an appropriate refund and no interest accrued on our credit card.
thank you for your help in this matter
Sincerely,
**** ****Initial Complaint
Date:03/24/2025
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 paid for the **** ***** warranty on two furniture sets from bobs discount furniture. I have tried to make a warranty claim with them. I have met every requirement that they have ask for and they refuse to fix my furniture. Instead the have offered a store credit for the amount of the warranty 249.99 or a 81 dollar cash payout and that is for only the one set. They have not mentioned anything in their emails about the warranty on the second set. To me this seems like a scam I was told by the salesperson that they will fix my furniture including scratches dents paint chipping and that is what I need done not a store credit or a small cash refund. I would like a full refund for the warranty I paid for being that they will not honor my warranty. I paid 249.99 for the first warranty and 69.99 for the secondBusiness Response
Date: 04/01/2025
Good Morning BBB,
We are very sorry to hear of the concerns our customer is having with using their **** ***** coverage that was purchased on their two orders.
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 merchandiseAs ******** is a separate company from us here at Bob’s, they have
their own policy’s on how they offer recourse. The customer would need to
continue communication with ******** directly on how they would like to move
forward with their claim.Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureCustomer Answer
Date: 04/02/2025
Complaint: ********
I am rejecting this response because: Bob's is the one who sold the protection plan and the store credit is issued for bobs. ******** is a scam I'm willing to bet they don't even have techs to go out and repair furniture. They never intended to honor their protection plan if you don't dot your i's and cross your t's they will deny your claim, but I met all their stipulations and they still will not honor their protection plan and sadly offer a 1/3 value cash refund or a full refund in the form of a store credit. That way bobs gets more of your money because its impossible to spend exact amount of the store credit. If needed I will file another complaint against ********, but they give 30 days from the time I file a claim to accept their offer which was 3/3/2025 so as of tomorrow I will receive nothing which is also part of their scam. If needed I will be contacting the local news station so people to fall for this scam
Sincerely,
******* *****Business Response
Date: 04/15/2025
Dear BBB,
We are truly sorry to hear about the frustration with the accidental warranty ********. The customer can contact them at ###-###-#### to discuss any additional options. Once again we want to apologize for any inconvenience.
Kind Regards,
Thaymara C
Bobs Discount Furniture
Customer Care Corporate LiaisonInitial Complaint
Date:03/21/2025
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.
The Date of the transaction was April 17,2024 in which I have already paid a total amount of 927.04 for a couch I thought I was purchasing and it turned out to be a leaseBusiness Response
Date: 03/26/2025
Good Morning BBB,
We are very sorry to hear of the concerns our customer is
having with their financing contract through ***** ******. The customer did
enter an agreement with an entirely different company from Bob’s Discount
Furniture.If the are having any concerns or questions regarding their
contract they would need to contact ***** directly. We have included their contact
information below.###-###-####
*************
Mon - Fri 9A - 9P ESTKindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureCustomer Answer
Date: 03/26/2025
Dear BBB I went into Bob's furniture with my adult son to purchase a couch for him. It ended up being a Lease instead.Through ***** App I've already paid 957 dollars for couch. On 3/22 through ***** App received message for that day only if I payed 340 dollars the couch would be paid off and if I couldn't pay 340 dollars that day I would have a balance of 500 dollars to pay for the couch.Couch is not worth 1200 dollars I'm being taken advantage of by Bob's Furniture and ***** That's not right.Help me find a resolution.I would appreciate your help.My cell####-###-#### Thank-you for any help you may offer I look forward to hearing from you soon.Business Response
Date: 04/02/2025
Good Morning BBB,
We are very sorry for any miscommunication the customer received,
however they entered into an agreement with a separate company from Bob’s Discount
Furniture.Their financing contract is through ***** directly, Bob’s
Discount Furniture is unable to change or alter this contract in anyway. If the
customer is having concerns with their contract they will need to contact *****
directly to discuss the concerns.We are very sorry that we are unable to help with this
further.Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureInitial Complaint
Date:03/21/2025
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.
In January 2022 I took delivery of a Viking Manual Gliding Control loveseat from Bob's Discount Furniture, as well as Viking Manual reclining sofa. Total cost was in excess of $2600 which included Bob's extended "**** *****" warranty for $199. As described by the salesman John K in the *********** location, this warranty covered all damage, and after we signed the contract he stated "See you in 5 years for free replacements". Within a year of delivery, they frame on the loveseat snapped. I placed a call to Bob's who sent a repair technician. He stated this was a common problem and ordered a new loveseat. At this time I was worried and questioned if my extended warranty would cover a replacement if this happened to my replacement and was told "Absolutely". A year and a half later, the replacement loveseat broke in the same manner. I called Bob's and at this point was directed to the 3rd party warranty provider. My claim was declined, as I was informed that the "**** *****" warranty covers only "Accidental" damage. I still cannot understand what is considered accidental but whatever happened to my loveseat apparently wasn't. My research has shown 2 things. 1) Bob's sells cheap furniture from overseas in their stores as if they are exclusive products (they are not) and product reviews show many client complaining of expensive furniture breaking from regular use. 2) Almost no one that buys the "**** *****" warranty is able to collect from the provided. My complaint is that Bob's salespeople and marketing are using false statements during the sales process. Bob's is knowingly selling inferior products which they know will break, and salespeople are incented paid and there fore lie to customers to sell a warranty Bob's knows will not be honored. I am seeking restitution of $999 for my loveseat, as I do not want a replacement piece that will break again in a year. I have attempted to resolve this through Bob's who refused to do anything.Business Response
Date: 03/26/2025
Good Morning BBB,
We are so sorry to hear of the concerns our customer has
been having with the loveseat that was purchased from us here at Bob’s.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.While the customer is outside of the manufacturing warranty,
and an accidental occurrence did not cause this damage, we are willing to make
an exception in this case due to the fact that it’s a reoccurring concern.
We would like to offer an exchange of the loveseat, we will
come take the one currently in the home, and bring the new one at the same time
for the customer.If they would like to continue with this option they can
reply back to us here at the BBB with a few dates that would work for us to
schedule ( we service their area Tuesday- Saturday) and we will have the paperwork set up in their account. We do look forward to hearing back from them so we can
have this taken care of as soon as possible.Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureCustomer Answer
Date: 03/27/2025
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 am available to take delivery of the replacement any Tuesday, Thursday or Friday beginning next week (Week of 3/31) I can be contacted at ###-###-#### or ******************* to arrange
Sincerely,
****** *****Initial Complaint
Date:03/21/2025
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 ordered a rug on 3/12/2025, I waited for any sign it was on its way. Never received anything, so when you check order status online it eventually prompted me to chat with customer service. I began to do this daily waiting for a tracking number from *****. Every time they reassured me I would receive tracking information email any day. It never happened so I now was getting frustrated because it seemed like customer service was not very knowledgeable. No one could give me real information regarding my order. So I called in and was basically told the same thing. I began to become very frustrated so I decided to cancel my order. I reached escalation department and was told they needed to notify ***** of cancellation before I could receive a refund and that I would receive email or call next day once that happened. Of course nothing so I called the following day. Today I spoke to Mercy who was so incredibly rude, uncaring, and would not let me speak to her higher up. She kept saying since ***** already picked up my item( although no proof, no tracking) I could not be refunded. Supposedly it’s coming today but no confirmation, no tracking, nothing. I was a returning customer who used to think Bobs was great And due to HORRIBLE, rude customer service and being given the runaround I will never purchase again. I was told once I get my rug I can take it to my local Bobs and get my money back. Why does Bobs have an escalation department that has rude employees that offer no kindness, just robotically repeating the same **. It doesn’t even fit in with the image. Supposedly Missy is the only supervisor in the escalation department on a Friday in the ****** ******. I just want a tracking number or I want a refund so I can be done. I would also like an acknowledgment that the way I was treated is unacceptable. I enclosed the receipt they sent me that was supposed to be proof that it was shipped.Business Response
Date: 03/26/2025
Good Morning BBB,
We are very sorry to hear of the concerns our customer
has been having with their rug and our customer service team. We have been able
to access the customers account, and we do see that the concerns with the rug
were handled with our corporate office directly.We have submitted a complaint internally regarding the
customer service that our customer received for obvious coaching opportunities.
It is never our intent to disappoint a customer, and we do not want our
customers to be treated like this.We do appreciate the feedback. Thank you for bringing
these concerns to our attention.Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureCustomer Answer
Date: 04/02/2025
I am satisfied with the response and resolution I received from the company.Initial Complaint
Date:03/21/2025
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.
Bought a sofa and love seat from Bobs discount furniture. We purchased the extended warranty to protect our purchase. Was explained it was a “**** *****” warranty and covers everything even pet damage.
Now I am trying to use the warranty because the sofas are torn in multiple places due to poor quality and was denied by the warranty company. The warranty company states normal “wear and tear” and pulls in the fabric are not covered. Called Bobs to discuss this and was told the warranty that was sold to us was an accident policy and we can only claim incidents that caused the damage. They stated they can’t help me because the sofas are no longer sold in stores.
This was not explained to us when we purchased the warranty. I feel we were lied to and scammed by the salesmen. We paid money for a warranty because we have young children and pets and we’re reassured we would be covered. Which wasn’t the case.Business Response
Date: 03/27/2025
Good Afternoon BBB,
We are very sorry to hear of the concerns our customer is
having. We have been unable to find an account with the information provided.If the customer would please respond back to us here at the
BBB with the name, email address, or phone number used at the time of purchase
we would be happy to review this complaint for the customer.Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureInitial Complaint
Date:03/21/2025
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.
My wife and I purchased a section couch on 3/12/22. We were told by Kevin W. the warranty we wanted to purchase with our coach would cover things like seam separation and tares. This was verified by the store manager when we were discussing delivery option and timing. We were not given the official terms and conditions of the warranty until AFTER we completed our transaction. In March of 2025 we heard a seam pop on our couch. We contacted the warranty company (********) who said our claim was denied. I contacted Bob's and they said there was nothing they could do. I believe Bob's is responsible for repair of the couch. They assured me of the coverage and I was not given official terms and conditions of warranty until after the sale. Had I known this type of damage would not be covered I would not have gotten the coverage. In doing research and consultation, ******** warranty laws requires the dissemination of terms and conditions of a warranty prior to purchase.Business Response
Date: 03/25/2025
Good Afternoon BBB,
We are so sorry to hear of the concerns that our customer is
having with the sectional that they purchased from us here at Bob’s. this
merchandise came with a one year warranty 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.However, we can certainly understand the frustration with
this not being communicated at the time of purchase. For that reason, we are going
to offer a one-time courtesy exchange of Right Arm Facing Loveseat, and Armless Sofa.We have set this up in the customer’s account and the
reference number is *********.We typically service the customers area (**** ******** ****** ********* ** *****) Tuesday-Saturday. The customer can respond here with
a few date that would work for us to come out, we will take the current two
pieces in the customers home at the same time we deliver the new pieces.We do look forward to hearing back from our customer to have
this taken care of as soon as possible.Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureCustomer Answer
Date: 03/25/2025
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 can accept deliveries on Fridays or Saturdays. I can be reached at ###-###-####
Sincerely,
****** *****Initial Complaint
Date:03/20/2025
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 purchased furniture from this company when I ordered my furniture I also paid extra for the **** ***** protection plan. I opened a claim through this for replacement of two of my dining room chairs. I did this through a live phone agent. It has been weeks since this and I haven’t received any emails lately. I have been sending emails get getting no response. I would Iike my chairs replaced as I paid for this protection for a reason.Business Response
Date: 03/26/2025
Dear BBB,
We are truly sorry to hear about the concerns the customer is having with the merchandise. The one year against manufacture defect expired on 9/1/2021 however the five year warranty for accidnetal damages with ******** is active until 9/1/2025. The customer filed a claim(# *******) which is pending. The customer can keep checking the status online or contact them at ###-###-####.
****************
Warm Regards,
Thaymara C
Bobs Discount Furniture
Corporate Customer Care LiaisonCustomer Answer
Date: 03/27/2025
Complaint: ********
I am rejecting this response because:
Sincerely,
******* *******i want someone to help me with the process of getting my claim from pending it’s been pending for weeks. I don’t understand what’s going on.
Business Response
Date: 04/03/2025
Dear BBB,
We are truly sorry to hear about the delays. We have limited access to the ******** portal. At this time the claim #******* is pending we recommend to contact them at ###-###-#### to discuss additional details.
Warm Regards,
Thaymara C
Bobs Discount Furniture
Corporate Customer Care LiaisonInitial Complaint
Date:03/20/2025
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.
About 14-16 months ago I purchased a couch from Bob’s discount furniture and I have had an issue and needed to get a couple of pieces replaced. First and foremost when I went into the store the same couch was still there. I noticed that couches quality FAR exceeded that of the pieces that I was sent.
I went ahead and just ordered the replacement pieces. I asked about delivery and which they wanted to charge me for and confirmed that they would take the old furniture with. waited a few days the new furniture arrives and I am told no they will not take the old broken pieces with them and that it was my problem to deal with them. I am trying to simply get those delivered and the old disposed of, I am not pressing the bait and switch of the products. I went into the store to get this resolved because I refused delivery. The manager stated that no they would not take the old. I wanted a refund and I was told they could not. I asked again to simply take the old away. We are at this point and nearing legal action if required.Business Response
Date: 03/26/2025
Dear BBB,
We are truly sorry for any frustration. After reviewing the account I can see the customer received a voucher from ******** which was applied to the new order *********. They provided the credit to the customer is responsible of disposing the merchandise. While our goal is to find every opportunity to satisfy our Customers; I am sorry that in this case, we cannot honor your request. 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: 03/27/2025
Complaint: ********
I am rejecting this response because: If the old furniture needed to be disposed of by myself then when I specifically asked that of the manager I was dealing with should have simply stated that! In addition, you haven’t answered the bait a switch complaint. I bought a product based on the product I saw and examined on your showroom floor. That is NOT the product that I received. The product is far below the same quality. The product in the store has solid arms that don’t break at the slightest bit of pressure because instead of being made from thin cardboard!!!
Sincerely,
****** *******Business Response
Date: 04/04/2025
Good Afternoon BBB,
While we truly do understand the customers concerns, the
customers claim was approved through our third party insurance holder, ********.
When a claim is approved through the **** ***** insurance the customer is responsible
for disposing, keeping, or donating of old merchandise themselves. We are unable to take responsibility of that
here at Bob’s.We have been able to access the customer’s account, and we
do see that the new order was delivered on 3/27/2025. We are truly sorry for
any inconvenience that this has caused them and we will make sure to have the
concerns addressed internally with our teams.Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureCustomer Answer
Date: 04/04/2025
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:03/20/2025
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.
Date of transaction 3/1/25
Amount of money paid $1,258.92
The business committed to a couch I ordered from Bobs Discount furniture in *******************.
Nature of the dispute includes canceling the order due to finding another couch that was cheaper and more durable. I have tried for 13 days to get my money back and keep getting the run around. First they sent me a check with incorrect information on it,I called the corporate office to make them aware of their mistake and they canceled the check and told me it was my fault for misinformation when the store turned in the correct information supposedly. I receieved another email with my receipt called the corpoarte office again and spoke to 3 different people that all told different stories about what the next step was and that I would receieve an email with information to get my refund. No email has come through as they stated. I have called again and again and keep getting the run around especially when I ask for my refund. I cancelled the couch within the time frame actually the next day I called to cancel. Here it is 16 days later and still no refund. I am very frustrated because I have been patronized and not given direct answers. No one can tell me anything. The business has given me the run around so they have not tried to resolve the issue at hand. I am currently in the process of starting a civil suit against this business as i have lost money and the emotional issue at hand has caused issuesBusiness Response
Date: 03/25/2025
Good Morning BBB,
We are very sorry to hear of the issues our customer is
having receiving the refund for their cancelled order. We have been able to
access the customer’s account, and we do see that their refund check is
currently being processed by accounting.This check will be mailed out to the customers address that
we have on file *** * ********** ** *********** ** *****.We are truly very sorry for the delay, we are doing everything
we can to get this refund to the customer as soon as possible. Thank you for
bringing this to our attention.Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureCustomer Answer
Date: 03/25/2025
The last check came with wrong name on it so of course it was stopped. The employee who took our check for the purchase never verified any information just copied and pasted it. If he would of looked at my check I had and my license he would of gotten the last name on the first check. I have been to the store once again on 3/20/2025 and spoke with the head manager and after 1 1/2 hour of him being on the phone with their customer service he assured me I would have a check in 5 buisness days. Today is day #4. Alls I can say is that if it is not here in my mailbox tomorrow I will be filling siut against Bobs Furniture. This has been going on since 3/1/2025. This is poor business practices. I will never recommened this company to anyone!Customer Answer
Date: 03/25/2025
********** ********
I am rejecting this response because:
Date Sent: 3/25/2025 10:21:47 AM
The last check came with wrong name on it so of course it was stopped. The employee who took our check for the purchase never verified any information just copied and pasted it. If he would of looked at my check I had and my license he would of gotten the last name on the first check. I have been to the store once again on 3/20/2025 and spoke with the head manager and after 1 1/2 hour of him being on the phone with their customer service he assured me I would have a check in 5 buisness days. Today is day #4. Alls I can say is that if it is not here in my mailbox tomorrow I will be filling siut against Bobs Furniture. This has been going on since 3/1/2025. This is poor business practices. I will never recommened this company to anyone!
Sincerely,
**** ********Business Response
Date: 04/02/2025
Good Morning BBB,
We can certainly understand the frustration with having to
wait so long to receive a refund check from the cancelled order. Unfortunately,
there are certain steps that need to be taken when we refund via corporate check.We have verified that the check has been mailed. If there
was any way for us to get this to the customer sooner, we would take that route
immediately. However, waiting for the check to be received via mail is the quickest
solution.We are very sorry that we have been unable to meet the customers’
expectations on this order and we will have the concerns addressed internally with
our teams.Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount Furniture
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