Complaints

This profile includes complaints for Bob's Discount Furniture LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Bob's Discount Furniture LLC

  428 Tolland Tpke Manchester, CT 06042-1765

  
• 

  Bob's Discount Furniture, LLC

  700 Gallery Blvd Ste A Scarborough, ME 04074-6613

  
• 

  Bob's Discount Furniture

  2520 Flatbush Ave Brooklyn, NY 11234-5123

• 

  Bob's Discount Furniture LLC

  2146 Bartow Ave Bronx, NY 10475-4615

  
• 

  Bob's Discount Furniture

  2146 Bartow Ave Bronx, NY 10475-4615

The 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:03/20/2025

  Type:Customer Service Issues
  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.

  On 3/17 we purchased a recliner from the Bob's outlet in the amount of $99.16 from salesman Michael. We informed Michael we will be back in the morning because we need to rent a truck and hire people to adequately transport the furniture. Our salesman Michael claimed that's fine because there is a 24 hour pick up policy. On 3/18/25, We arrived at the pick up location at Bob's Discount Furniture at store opening exactly 10am, and no one was there. We went to the store to ask if anyone can help us. Finally someone came in to the pick up location and we were given the run around about our purchased recliner. We were finally told that the recliner was sold on 3/17/ 25 at
  at 12:30pm by salesman Michael. It had taken almost an hour for them to figure out what happened. We didn't find out until 11am. I want to state we are regular customers and all the emplyees know us. We have been looking for this specific peice for months and we made a big deal about purchasing it. Michael was not in the store nor were any managers and no one knew what to do for us. We did not want our money back and the furniture store could not supply us another of the same recliner. We were told a manager would be contacting us. I called customer service yesterday and they claimed a store manager would reach out. I still have not heard from a manager nor told they were sorry. A matter of fact when i finally called the 800 number again the woman took it upon herself to refund me and claimed a manager would not be contacting me. I did not want a refund being I prepared for my new recliner and threw out my old furniture and made space for the new furniture plus I had my brother and his friend come with me and borrowed there truck and had to give them gas money. I not only paid for the recliner, but gas time and resources were all used, lucky for Michael he will get double commission for selling the same peice of furniture twice.

  

  Business Response

  Date: 03/25/2025

  Good Morning BBB,

  We are very sorry to hear of the experience that our
  customer had in our outlet location. It is never our intent to disappoint a
  customer, we take these complaints very seriously and will make sure it is
  addressed internally.

  We have been able to access the customer’s account and we do
  see that a new order ********* has been placed for the recliner. Once the recliner is ready for pick up they
  will receive an email and text notification to schedule their pick up.

  We do look forward to getting this taken care of.

  Kindest Regards,
  Brittney W.
  Corporate Liaison
  Bob’s Discount Furniture 

• Initial Complaint

  Date:03/17/2025

  Type:Product Issues
  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.

  On 2/27 I walked into the ****** store. Immediately the sales reps creep up on you not giving you any space to look around. I made a purchase to have 2 beds delivered to me. The order came one bed was good the other had a malfunction on one of the drawers. They told me they recommended sending me a brand new bed so I agreed. The second time around, a whole week later, the second bed had 2 malfunctioned drawers and were broken. I was told again they would send brand new bed but I had to wait another whole week again. I was upset and asked for a faster delivery date and they would not accommodate me. I was told the bed would be inspected blah blah blah. 3rd bed came 2 drawers on other side now broken. At this point I’m really upset. They recommend me I select a new bed. Cs rep is beyond rude not helpful showing no care in my frustration. Told me he’s not in sales. And can’t help. I get in touch with sales select a new bed this time either no drawers. The Sooners they can cover is another week. I believe I deserve a faster delivery. But no nothing was offered to me no compensation of any type. I deserve a credit of some sort. 4 bed deliveries and my child is still sleeping on the floor. Having to arrange for someone to be home each time they come, different strangers walking in my home each time. I deserve something. All I had asked was for a faster delivery and they could not even accommodate that. Hoping this 5th bed without drawers does not malfunction. Please consider my situation for some type of compensation.

  

  Business Response

  Date: 03/21/2025

  Good Morning BBB,

  We are so sorry to hear of the issues our customer has been having
  with their bed that was purchased from us here at Bob’s. We have been able to
  access the customers account and we do see that a reselection credit was
  processed and the new order was delivered yesterday 3/20/2025 with no issues.

  However, we can certainly understand the frustration and for
  that we would like to offer a refund of the delivery fee as a symbol of our
  apology. We have processed this in the customer’s  account and it will reflect back to their
  method of payment in 3-5 days. We will share this 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. 

  Kindest Regards,
  Brittney W.
  Corporate Liaison
  Bob’s Discount Furniture 

  Customer Answer

  Date: 03/21/2025

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

  yes, I finally got a bed but they made another mistake and brought me 2 beds this time. They are very incompetent. I should receive more than a delivery fee refund. I should receive a refund for my purchase not the delivery. The 4 deliveries was their problem not mine. 

  
  
  
  Sincerely,
  
  
  
  **** **

  

  Business Response

  Date: 03/26/2025

  Good Morning BBB,

  We truly do understand the customers concerns, and we will
  have the complaint addressed internally. We are very sorry for their experience
  and the delay in their merchandise being perfect.

  However, we have compensated the full delivery fee of
  $109.99 and this is 15% of the customers order total. Unfortunately, we are
  unable to offer anything additional to this.

  It is never our intent to disappoint a customer, and we are
  truly sorry that we have been unable to meet their expectations.

  Kindest Regards,
  Brittney W.
  Corporate Liaison
  Bob’s Discount Furniture  

• Initial Complaint

  Date:03/17/2025

  Type:Product Issues
  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 saw a brown nook dining set on their website, went to the store on March 3rd to check it out and purchase it, only to find out it wasn’t available in-store. The sales rep placed my order, and it was delivered to my home—but the color was completely different from what I expected. Instead of brown, it’s a mix of brown, orange, and white. I don’t like it; I wanted brown.
  
  When I tried to return it, the store told me I had to call customer service because they couldn’t process the return. I spent 15 minutes on hold, and when I finally spoke to someone, they were no help at all. The rep said they would call or text me with an update, but I never heard back. Frustrated, I looked up their customer service chat online and explained my situation there. They told me it would take seven days just to get an answer on the next steps.
  
  What I ordered is called Candice what they shipped is called Sierra. Not sure if that is why the color is off but the picture on the box and website look close to the same, the furniture looks brown.
  
  How is it that I can buy something from a store but can’t return it there? I would like authorization to return this product for a refund immediately.

  Customer Answer

  Date: 03/20/2025

  Bob’s has finally responded, they have authorized a return. They scheduled pick up from our home on 3/25. I have not yet received the refund and will like to keep this open until the refund is processed. Thank you 

  

  Business Response

  Date: 03/25/2025

  Good Morning BBB,

  We are very sorry to hear of the negative experience our
  customer has had with us here at Bob’s Discount Furniture. We have been able to
  access their account, and we do see that they have been set up to return the
  merchandise, this pick up is scheduled for 3/25/25.

  Once the merchandise has been picked up and scanned back
  into our warehouse the customers refund will begin to process back to their
  method of payment.

  We can certainly understand if the customer would like to
  keep this complaint open until everything has been taken care of. We will
  share this 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.

  Kindest Regards,
  Brittney W.
  Corporate Liaison
  Bob’s Discount Furniture 

  Customer Answer

  Date: 03/25/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Although I do agree with Bob’s response, I would like to keep the complaint opened until the matter is resolved and the refund is received. 
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Customer Answer

  Date: 03/30/2025

  This has been resolved and the ticket can be closed. Thank you 

• Initial Complaint

  Date:03/17/2025

  Type:Delivery Issues
  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 furniture that was to be delivered on 3/12/25. Furniture arrived at the house while I was returning from taking my pregnant wife to the doctor. Advised customer service agent we were four minutes from house but truck would not wait. Customer service agent advised they would attempt to reroute or deliver next day. Repeated attempts to contact customer service since has shown that nobody in the company can figure out where the piece of furniture is and that it will take 6-7 weeks to deliver. This is an unacceptable timeframe and I am concerned about the fact that nobody can tell me where the piece of furniture is that was sitting at my house to be delivered. Customer service has been unable/unwilling to reach an agreeable resolution. I have wasted about 3 hours of time talking to agents that are unequipped to resolve issues.

  

  Business Response

  Date: 03/20/2025

  Dear BBB, 

  We are truly sorry for the inconvenience and frustration. As a right now we can deliver the merchandise anyday from 3/25-3-29 please keep in mind the availability is subject to change in how soon we receive a response. We ask to please provide at least two days that work for the customer and we will schedule it. A confirmation will be sent to the email on file. 

  Kind Regards,

  Thaymara C
  Bobs Discount Furniture
  Customer Care Corporate Liaison

• Initial Complaint

  Date:03/17/2025

  Type:Service or Repair Issues
  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.

  My names is **** ******** I’m an investigative reporter for **** ** **** ******. I’m writing this in recargues to one one of your customers ***** ***** he had purchased an Everest dual recliner back in 2022 unfortunately the recliner motor caught fire and destroyed the carpet in his living room. The manager in the ********* store Sophia went above and beyond to have the recliner replaced but the problem is after contacting bob’s customer service they said they are not responsible for the damaged carpet Mr ***** is a retired Fire Fighter who survived 9/11 but has many medical issues due to working at ground zero. He is currently on social security disability due to these life threatening illnesses he cannot afford to replace the carpet in his living room I’m trying to help Mr ***** in trying to resolve this issue as quick an easy as possible when he purchased the carpet back in 2022 he paid $2,850
  I hope bobs has a conscious an will pay for the replacement of the carpet if myself or Mr ***** does not hear back from someone ASAP I will have no problem coming to a bob’s location an interview potential customers an do a live segment on the news to expose how bob’s furniture doesn’t take respectability for damage caused by a defective piece of furniture. How do you think the **** ****** customers will feel about that bobs wont take responsibility for a 9/11 hero. Mr ***** info is ###-###-#### email *************** I’m looking to get bob’s furniture to take responsibility an have his carpet replaced Thanks in advance

  

  Business Response

  Date: 03/24/2025

  Good day ****,
  
  We thank you for reaching out on behalf of our customer *** *****. Please know that we are happy to assist however we can with his living room furniture. For security purposes, we are unable to release specific details of *** *****’s account, but we are pleased to inform you that resolution was offered for the current set in his possession. Mr. ***** worked together with one of our customer support reps to secure a remedy that he was happy with. If he has any questions, Mr. ***** is invited to reach out to us here or through our customer support team.  

  Kind Regards,

  Thaymara C
  Bobs Discount Furniture
  Customer Care Corporate Liaison

• Initial Complaint

  Date:03/14/2025

  Type:Product Issues
  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.

  purchased an item from Bob’s Furniture that arrived damaged. When I called for an exchange, I was told a third party needed to contact me within three days to process the return. Weeks passed, and no one reached out.
  
  When I followed up with Bob’s Furniture, I was told I had to use their chat feature to speak with customer service. Through chat, I was then informed that Bob’s Furniture couldn’t help me and that I had to deal with the third party directly. However, the third party has not contacted me, and every time I ask for an update, I’m only told, “They’ll call you tomorrow.”
  
  I asked for the third party’s contact information so I could follow up myself, but Bob’s Furniture refused to provide it, insisting I had to wait for them to reach out. This is unacceptable—since I purchased the item through Bob’s Furniture, they should be responsible for resolving the issue, not pushing me off to an unresponsive third party.

  

  Business Response

  Date: 03/19/2025

  Good Morning BBB,

  We are so sorry to hear of the concerns our customer has
  been having with their recent order from us here at Bob’s Discount Furniture.
  We have been able to access their account and we do see that the item purchased
  was a direct to customer item from our vendor.

  We have reached out to our web support team and explained
  the customers situation. They have set up a pick up for a refund.

  Our team has sent return labels to *******************, we do ask that the
  customer prints the label, packs the item back into the box and contacts *****
  directly to schedule a pick up.

  Once the items are received back at our warehouse and
  scanned in a refund will process back to the customers method of payment.

  Please let us know if they have other questions or concerns.

  Kindest Regards,
  Brittney W.
  Corporate Liaison
  Bob’s Discount Furniture 

• Initial Complaint

  Date:03/13/2025

  Type:Product Issues
  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 bought a Auto recliner from Bob's on 11/23/21 and a year or so later I had them come for repairs and they said nothing was wrong with the chair even though it was crooked. I bought there famous **** ***** policy. They charged me to come and look at the chair. So after finally being fed up with the chair I called again a few months ago and they came back after charging me a visiting fee again Clearly the chair is crooked from some defect as I weigh 135 pounds and the person added stuffing and said it was fixed. They told me there is nothing they can do.

  

  Business Response

  Date: 03/18/2025

  Good Morning BBB,

  We are very sorry to hear of the concerns our customer is
  having with the recliner that they purchased with us here at Bob’s in 2021.
  This merchandise came with a one year manufacturing warranty that did expire in
  2022.

  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. 

  The customer did purchase a billable service technician
  visit for best effort repair. He let us know that he added foam between the
  core and springs to try to resolve the concerns for the customer, but these
  concerns were consistent with wear and tear from use over time and not a manufacturing
  defect.

  While it is always our goal to find a resolution and satisfy
  our customers in this case due to a lack of warranty, and our technician report
  we are unable to offer anything further regarding these concerns. Thank you for
  bringing this to our attention.

  Kindest Regards,
  Britney W.
  Corporate Liaison
  Bob’s Discount Furniture 

  Customer Answer

  Date: 03/19/2025

  I reject Bob’s response as the recliner was not damaged due to normal wear and tear. The frame is bent ant chair is crooked. Both technicians who came said they will add foam which did nothing.

  Customer Answer

  Date: 03/19/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Date Sent: 3/19/2025 7:52:25 AM
  I reject Bob’s response as the recliner was not damaged due to normal wear and tear. The frame is bent ant chair is crooked. Both technicians who came said they will add foam which did nothing.
  
  Sincerely,
  
  
  
  ******* ****

  

  Business Response

  Date: 03/19/2025

  Dear BBB, 

  We are truly sorry for any frustration. The manufacture warranty with Bob's expired. 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 Liaison

• Initial Complaint

  Date:03/13/2025

  Type:Delivery Issues
  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.

  My store visit went great. Chose the furniture paid for it and the delivery charge. The day it was to be delivered was terrible. they said it would arrive between 8-11 but then I went online to track it and was told that it was now to be between 1:15 and 1:45 So, I went and ran some errands knowing i had to be back by the time for delivery While i was out running errands and they tried to deliver it then That was on March 8, It is now march 12th and it won't be delivered now until March 18 2025. the store and manager were nice to refund the delivery fee, but I will be going without any furniture in my home for 10+ days. This is unacceptable. No other furniture store in the ******* valley does this and I have bought furniture from many of them.. The problem that I understand is that they use a 3rd party to deliver and have no say in the process. I would steer clear of this furniture chain unless you want to be sitting on the floor. Poor customer delivery service!!!! I would like for the furniture to be delivered asap

  

  Business Response

  Date: 03/18/2025

  Dear BBB,

  We are truly sorry to hear about the delays and the frustration. The merchandise was fully delivered today 3/18/25. We appreciate bringing this to our attention. 

  Kind Regards,

  Thaymara C
  Bobs Discount Furniture
  Customer Care Corporate Liaison

• Initial Complaint

  Date:03/13/2025

  Type:Product Issues
  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.

  filing a complaint regarding a recent purchase I made from Bobs Discount Furniture- ******** ****. At the time of sale, I was assured that returns were possible within a specific timeframe if needed. I purchased the Playday Gray Upholstered Lift-Top Tray Table Ottoman, and upon delivery, the item arrived broken. I immediately contacted customer service, who agreed to schedule an exchange.
  
  However, upon closer inspection, I realized that the quality of the item did not match the couch I purchased. Given that the table arrived broken without any damage to the shipping box, it was clear that this was not a reliable piece of furniture from the start. Due to these concerns, I reached out to customer service again to request a return instead of an exchange. Unfortunately, they refused my request, despite initially providing good customer service throughout the process.
  
  What is particularly frustrating is that the company is willing to send a replacement—wasting their own resources—but unwilling to accept a return for an item that was defective upon arrival. This inconsistency in service has been disappointing, and I believe it reflects poorly on their commitment to customer satisfaction.
  
  I am seeking a resolution in the form of a full refund for the defective item. I hope that by bringing this issue to your attention, the company will reconsider its return policies and provide a

  

  Business Response

  Date: 03/19/2025

  Good Morning BBB,

  We are very sorry to hear of the concerns our customer has
  been having with the ottoman that was purchased from us here at Bob’s. We have
  been able to access the customers account, and we do see that they have an exchange
  scheduled for tomorrow 3/20/2025.

  Once this exchange is completed, if the customer is still
  not satisfied with their ottoman we can review and see what can be done
  further. We do understand if they’d like to keep this complaint open until the
  exchange is completed.

  Once this happens, they can reply back to us here at the BBB
  so we can assist further if needed. We do look forward to getting this taken
  care of for the customer.

  Kindest Regards,
  Brittney W.
  Corporate Liaison
  Bob’s Discount Furniture 

• Initial Complaint

  Date:03/12/2025

  Type:Product Issues
  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 new bed frame and matching dresser in late September/early October 2024.Picked up products a few weeks later from the store. Upon opening the boxes and assembling, there were a total of 3 damaged parts as well as small scratches and nicks on headboard and footboard. For the 3 damaged parts, including 2 dresser drawer panels and a support leg for the bed, we immediately reported to the online product issue form as directed by our sales rep originally. We also purchased the **** ***** warranty, which hasn't done anything for us. We had a service technician come out a few weeks later to review the damages and agreed the parts needed to be replaced. We received a replacement support leg in the mail a few weeks later however still no result on the 2 drawers. I have contacted the store, our sales rep, and the online chat about 5 times since the purchase with the online agent giving a different response each time. I have been told 3 different times that the parts will be mailed out by a certain time and still never received anything. We spent too much money for cheap wood parts that have already been damaged before taking out of the box. It is now March 2025 and still no resolution. I have asked about return and refund policies with no help either. This has been a nightmare and we have told all of our friends and family to avoid Bobs at all costs.

  

  Business Response

  Date: 03/18/2025

  Good Morning BBB,

  We are very sorry to hear of the concerns our customer has
  been having with the Calvin bed room set that they purchased. We have been able
  to access the account and we do see that the parts the customer is waiting on
  are on back order for over 6 months.

  We do not in any way expect the customer to wait this long
  to have their brand new furniture fixed, and we would like to offer them an
  even exchange of the dresser to have the concerns corrected.

  As long as the customer lives in our delivery footprint we
  would also like to offer a free white glove exchange of this dresser. Our team
  will come pick up the current one in the home and deliver the new one with no
  defects or damages.

  The address we have on file for the customer is ***** * ****** ** *** ********* ** ***** however we want to ensure this is correct as
  this was originally a pick up order from the show room.

  If the customer would reply back to us here at the BBB with
  confirmation regarding the address we will have the exchange set up in their
  account. We do look forward to hearing back from them.

  Kindest Regards,
  Britney W.
  Corporate Liaison
  Bob’s Discount Furniture 

  Customer Answer

  Date: 03/18/2025

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

  The amount of back and forth of different information 5 times I contacted via Bobs chat and was told 2 different dates that it should have arrived. The quality from the moment we took our bed and dresser out of the box is just satisfactory. I work hard for my money and want quality that I pay for. I would honestly like a full refund and the furniture can be taken back if needed. We are so upset with our purchase of our furniture for our new home. 

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

  

  Business Response

  Date: 03/25/2025

  Good Afternoon BBB,

  We can certainly understand the customers frustration with
  their experience. We will agree to pick up the bed and dresser for a refund back
  to their method of payment.

  This has been set up in their account and their reference
  number is ********. We do service the customers area Tuesday-Saturday. If the
  customer could respond back with a few dates that would work best for them for
  us to come and remove the merchandise we will book in the soonest available.

  Once the merchandise is picked up and scanned back into our
  warehouse the refund will process back to their method of payment.

  We do look forward to hearing back from the customer so we
  can get them taken care of for them as soon as possible.

  Kindest Regards,
  Brittney W.
  Corporate Liaison
  Bob’s Discount Furniture  

  Customer 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.
  
  

  Any day or time is fine as someone is always home. Can I please have a confirmation on the amount of the refund that we will receive and last digits of the card number? Thank you very much.

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