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
- 1,557 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:07/26/2022
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.
In February of 2022 Bob’s discount furniture store in ********, ** charged me in the amount of $406.21 to my **** ********* account (which belongs to Bob’s) without making a purchase. I contacted Bob’s customer service and I was told that Bob’s made the charge by mistake and that a refund will be made. After receiving a statement with the charge still active I contacted Bob’s furniture again and they said it will take another billing cycle to show the refund. that was back in March and my statement still does not show a refund. I contacted **** ********* and they said they do not see a refund from Bob’s. My Bob's customer # is : *******. I have made many attemps to get Bob’s to refund the money but they keep saying that they have made the refund but I am still being charged for it on my **** ********* statements. I have been paying the minimum installments just to prevent bad credit issues. I finally filed a dispute with **** ********* in July of 2022 and **** said that any disputes should have been made with 60 days of the charges.
Business Response
Date: 07/30/2022
Good Morning BBB,
We are very sorry to hear of the concerns the customer is
having with getting a refund. We have reviewed the account and submitted this
to our accounting department regarding the extra charge.We do want to apologize for the delay in getting this taken
care of, and we do look forward to having it corrected for the customer.Thank you for bringing this to our attention.
Kindest Regards,
Brittney W.
Bobs Discount Furniture
Customer Care Corporate LiaisonCustomer Answer
Date: 08/11/2022
Dear Mr. *********,
I just received an email from the BBB that complaint # ******** has been closed due to no reply from me. Please reopen complaint # ******** because I did not see the BBB’s last email concerning the businesses reply to my complaint. The business (Bobs discount furniture) answer is that they have submitted my complaint to their accounting department. As of this date the my account is still status quo (the charge is still on going). I am still waiting for a resolution to this issue.
Thank you,
***** *********
******************
********* * ********Business Response
Date: 08/11/2022
Good Morning BBB,
We have reached out to our accounting department directly.
We have confirmed that no refund is owed to the customer at this time and the
total amount they were charged on their account was $4028.26 for the merchandise purchased.If the customer feels this is inaccurate they will need to
contact their financing institution for further action.We are very sorry we are unable to help further with their
concerns.Kindest Regards,
Brittney W.
Bobs Discount Furniture
Customer Care Corporate LiaisonCustomer Answer
Date: 08/17/2022
Complaint: ********
I am rejecting this response because:The amount that Bob's Furniture is talking about is the $4028.26 which is not the amount that is in dispute. The $4028.26 was all ready paid off and then another transaction was made on my account few days after that in the amount of $406.21 without purchasing any merchandise. I have included a copy of the **** ********* Statement which shows the charge was made on 02/03/22 in the amount of $406.21 which was few days after I fully paid off the original charge of $4028.26 for the merchandise I purchased. The new charge was made without any merchandise purchased.
Sincerely,
***** *********Business Response
Date: 08/26/2022
Dear BBB,
We apologize for the frustration the customer will need to contact the financing company directly to discuss details about any additional charges unfortunately we do not have access to the financing company system.
Kindest Regards,
Thaymara C.
Bobs Discount Furniture
Customer Care Corporate LiaisonInitial Complaint
Date:07/26/2022
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 an entire bedroom set and outdoor dining set with an umbrella. Before I purchased all the furniture I specifically asked the manager will it be delivered on a certain day? The reason being is I have a family member coming from out of the state it’s very important to have both set on time, so they could stay in the bedroom also we could sit out enjoy the day under the umbrella. When the delivery date came One of the bedroom item was broken one is missing The delivery guys scratched my brand new wall that I paid 11,000 for also the screen door I did not complain about it although I have it on my surveillance and I did let them know, however I called the management and told them that one of the item is broken also there is one item that was not delivered, because I am getting my outdoor set within a week it will all be fixed within a week when that day also came, I did not get the umbrella I did not get the missing furniture for my bedroom I also did not get the replacement for the broken furniture… I was so upset I was so disappointed I called again the management told them that it was very important that I was supposed to get all this by this day because now I only have four days left to get ready and to fix the house before my families got here, I told them what had happened with the first delivery how my house was damaged how I did not complain about it because I just wanted to get my furniture and I have called the manager reminding him that prior to the last delivery that it’s important everything is delivered on this day which was July 20 you guys did not keep your promise I just want everything out of my house once I knew the umbrella was not also with the rest of the outdoor furniture I told the guys not to bring anything in the house so the lead manager I spoke to took almost an hour and 40 minutes she ordered the delivery guys to take everything back there is more to write but I don’t have enough space it’s telling me to stop… Please contact me.Business Response
Date: 07/30/2022
Good Morning BBB,
We do apologize for the frustration our customer has been
going through with this issue. While looking into the account it looks like the
issues have been resolved with our customer care department. The merchandise
was set up for a pick up and refund. This is scheduled for 8/4/2022. Thank you
for bringing this to our attention.Kind Regards,
Brittney W.
Bobs Discount Furniture
Customer Care Corporate LiaisonBusiness Response
Date: 07/30/2022
Good Morning BBB,
We do apologize for the frustration our customer has been
going through with this issue. While looking into the account it looks like the
issues have been resolved with our customer care department. The merchandise
was set up for a pick up and refund. This is scheduled for 8/4/2022. Thank you
for bringing this to our attention.Kind Regards,
Brittney W.
Bobs Discount Furniture
Customer Care Corporate LiaisonInitial Complaint
Date:07/26/2022
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.
They have delivered me a damaged dresser FOUR times. Still working on a replacement for a headboard that was also received damaged. I also received a damaged couch, which is still waiting for replacement. Everything besides a small night stand has been delivered damaged. Most of the damage has been manufacturing defects they tried to paint over - NOT issues from delivery/shipping.
It's been a complete hassle and mess to deal with them- for example, I have no option but to accept deliveries before 7am in the morning- last week they showed up at 6:30am. That is not standard business hours. It very literally seems like they make it as much of a hassle as possible so that you give up and accept damaged product despite paying thousands of dollars. Including several hundred dollars for "white glove" where they put everything together for you- (except everything already comes fully constructed in the box- they really got me there).
I inquired about just keeping the damaged goods in exchange for a discount so that I can move on and stop their weekly visits of delivery of damage/scratched/broken items. They said the best they can do is a $20-30 gift card. Not even a refund- a GIFT CARD.
This has been an absolute nightmare.Business Response
Date: 07/29/2022
Dear BBB,
We apologize for the multiple delivery issues the exchange is currently schedule for 8/20/22 we can process a $200.00 gift card or $150.00 back to the method of payment. Please let us know which option the customer prefers and we will process the necessary paperwork.
Kindest Regards,
Thaymara C.
Bobs Discount Furniture
Customer Care Corporate LiaisonCustomer Answer
Date: 08/31/2022
There have now been FIVE attempts to deliver damaged product. Today was the fifth attempt and there will now be a sixth. The headboard had a huge scratch on it- again, more damaged than the last one they delivered. I refused it.
They also delivered a chest with a dent on the front of it. Although damaged, I needed to keep it for now so it was left. I may end up having to keep this damaged chest as it's by far the least damage they've sent, and it does not appear there is any hope of obtaining a product that is defect/damage free.
They also keep adding to the problems. I just cleaned up all the garbage they left from unboxing in my yard (I paid several hundred dollars extra for them to unbox, bring it inside, and take care of all the garbage). I took photos of this which can be provided at request.
When I try discussing it with the company directly, it goes to a call center in another country where they read off a script that they will check better next time. It has led me nowhere.
This has all been quite unbelievable to me. In these times, stock issues and slow delivery can be expected. However, trying to deliver damaged items over and over again over the last several months is astonishing. As a consumer who spent thousands of dollars for new product & service, a resolution to this issue currently feels helpless.
Thank you,
**** *****
Business Response
Date: 09/08/2022
Dear BBB,
Please
pass on our deepest apologies for any inconvenience we may have caused this
customer. We understand the frustration due to many delivery failures. There is an exchange scheduled for today 9/8/22. We also processed a refund of the delivery fee $330.00 back to the method of payment we are truly sorry for the frustration. The customer can reply back with any questions thru
this BBB channel.
Kindest Regards,
Thaymara C.
Bobs Discount Furniture
Customer Care Corporate LiaisonCustomer Answer
Date: 09/08/2022
Better Business Bureau:
Insane that I had to go to BBB for this. It's been a nightmare, but I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory enough (best I will get) to me.
Sincerely,
**** *****Initial Complaint
Date:07/26/2022
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 purchased a piece of furniture on June 10th, 2022 to be delivered on July 6th 2022. On 7/6 the piece arrived damaged, delivery staff damaged my home, causing over $500 in damage, scuffing a major appliance (washer/dryer), antique wooden cabinet, wall, etc. when I saw the damage on the new piece, I first had to stop the staff as he was trying to hide it. Dowels we’re left out of 3 of the 6 legs making the unit completely unstable. I have a 4 year old I. The home so you can understand my concern. I decided after arguing with the customer support and one of the managers from the ********** store , from where I bought it, to have them come retrieve it. I was leaving for work and would be gone for 8 days **** * ****** *********) so we arranged (after contacting bobs legal dept after manager flat out refused to give me that number) to have the piece returned. Then I got an email with the delivery receipt and my signature was forged by the delivery staff! I have reported the forgery (as that is a 3rd degree felony) to the ********** police dept. I was told I would be refunded. The product was picked up on 7/16/2022, there was a smal refund of $50 on my card on 7/8/2022, however the remaining balance is still on my card accruing interest. Bobs has made no attempt to fix this and has been silent.Business Response
Date: 08/03/2022
Good Morning BBB,
We are very sorry for the issues the customer has presented
in their complaint. We have reviewed the account and we do see the customer was
refunded for the total amount of the merchandise, and $50 off the delivery fee.We have processed an additional refund for the rest of the
delivery fee in the amount of $59.99 and put this back to the **** **** that
was charged. This should go back to their card with in 5-7 days.Thank you for bringing these concerns to our attention.
Kindest Regards,
Brittney W.
Bobs Discount Furniture
Customer Care Corporate LiaisonCustomer Answer
Date: 08/03/2022
Complaint: ********
I am rejecting this response because:
The amount should be $659.99, not 59.99. If the entire amount of the balance ($659.99) is not refunded, this matter will go to court.
Sincerely,
****** *****Business Response
Date: 08/08/2022
Dear BBB,
We shared two documents with the customer confirming a $599.00 and $59.99 refund back to the **** ****** ** *****
Kindest Regards,
Thaymara C.
Bobs Discount Furniture
Customer Care Corporate LiaisonCustomer Answer
Date: 08/09/2022
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. However waiting 20 days for a refund and it only coming after I had to register a formal complaint is still completely unprofessional and unethical. I hope Bob’s improves their customer relations and their regard for the safety of their customers. This process was awful and the way I was treated was worse.
Sincerely,
****** *****Initial Complaint
Date:07/25/2022
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 sectional that was delivered 7/21. The delivery men didn’t say much and they were easily in and out. Yesterday (7/23) I received a ******** call at 9pm from an unknown number to which I answered. The man was shirtless and said he must have called the wrong number. He then proceeded to say that he was one of the drivers who dropped my couch off last week at my apartment and asked what I was doing tonight. Shame on this company. I am a single 24 yr old woman who is now very worried about her safety. This delivery driver knows where I live and my phone number. I’ve never experienced such a frightening unprofessional experience from a company. I am now thinking about returning this couch because of this terrible experience. Single women stay away from this company. I want to know the drivers full name for my own safety.Business Response
Date: 07/29/2022
Good Morning BBB,
We are so sorry to hear of the experience the customer had
with our delivery team. We have reviewed the customers account and we do see a
complaint has been filed with the delivery team’s depot to have this addressed
internally.We take these kinds of complaints very seriously, and we
will make sure that it is addressed properly.Thank you for bringing this to our attention.
Kindest Regards,
Brittney W.
Bobs Discount Furniture
Customer Care Corporate LiaisonCustomer Answer
Date: 08/02/2022
Complaint: ********
I am rejecting this response because:I want the delivery drivers full name for my own safety.
Sincerely,
***** *******Business Response
Date: 08/05/2022
Good Morning BBB,
While we are unable to access the driver’s full name the
information we do have we have listed below for the customer.ARMAND G. Employee
number ******We can assure the
customer that a complaint has been filed regarding this and we do take these
claims very seriously.Kindest Regards,
Brittney W.
Bobs Discount Furniture
Customer Care Corporate LiaisonInitial Complaint
Date:07/25/2022
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 dresser that was delivered Damaged and missing pieces. They did offer to exchange the merchandise however I do not wish to go through the hassle of moving furniture again taking time away from work to be home for the delivery. I would like to keep the damaged merchandise and have them discount the merchandise. The damaged were noted by the delivery drivers. I also called the store and was told that they would be able to do a concession to stay and everyone at the customer service number is stating that it can’t be done.Business Response
Date: 07/29/2022
Good Morning BBB,
We are very sorry for the concerns the customer has
presented in their complaint. While we do understand the customer is seeking a
discount, their merchandise was financed through ********** ***.We do not train our sales professionals or customer care agents on
the inner workings, terms, or conditions of this contract as it is a document
that our company is not authorized to manage, update, or change in any
way.We do have an exchange scheduled for 7/29/2022, and once the
merchandise is exchanged we would be happy to offer a gift card to Bob’s
Discount Furniture as a token of apology for the inconveniences that have been
caused.Kindest Regards,
Brittney W.
Bobs Discount Furniture
Customer Care Corporate LiaisonInitial Complaint
Date:07/20/2022
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.
Horrible customer service you can’t talk to anyone only chat and basically no returns I bought a chair less tha a month ago Still in the box and they don’t take stuff back 7 days from the day they drop it off you can complain if anything is damaged that’s it and they force you to buy there bobs **** ***** insurance and even then it’s automated now I’m stuck with a chair brand new and in the box that I can’t use I will never buy anything from bobs again they lie about there bobtastic support don’t buy anything unless your positive about it once they drop it off they wash there hands of the products ** ** ****Business Response
Date: 07/21/2022
Good Morning BBB,
We are very sorry to hear of the concerns
the customer has presented regarding their recent order. While we are unable to
provide a refund for the merchandise we would be more then happy to address any
concerns the customer is having with the merchandise.If the customer would like to let us know
what exactly is going on with the chair we will have it reviewed.Thank you for bringing this to our
attention.Kindest Regards,
Brittney W.
Bobs Discount Furniture,
Corporate Customer Care LiaisonInitial Complaint
Date:07/20/2022
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'm in the process of trying to get a credit because I was delivered a Chase lounge replacement after one was already defective after not even having a year it had come with bed bugs I was given numerous misinformation from numerous representatives that's all noted In the phone calls to Bob's customer service I was told that a certain department the pest department would call me back within 48 hours then I was told that this department does not even exist I was told I would get a credit for my coach that was purchased and now I'm being told I am not I am being offered a $300 credit for all of the misinformation This is not right I have to do so much stuff because of this I have to throw away all types of stuff it is a major inconvenience because they will not take responsibility for this when this is where they came from.I was told departments don't exist that were supposed to call me I was told I would get a credit and now I'm not, I've been getting the run around for almost a week. Ad a consumer thisbis not right. I wrote an email and got a generated response back to texts and autobot. I hope something can be done going this routeBusiness Response
Date: 07/28/2022
Dear BBB,
Thank you for bringing this to our attention we were
able to take care of this customer on 7/22/22 we processed 100% concession to keep store credit of $999.00(which means the customer can keep the sectional and we still process a full credit) I emailed a copy of the confirmation.
Kindest Regards,
Thaymara C.
Bobs Discount Furniture
Customer Care Corporate LiaisonCustomer Answer
Date: 07/29/2022
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:07/20/2022
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 have bought two mattresses for $166.28, each with 10 years warranty. The whole reason I bought the mattresses was because I could rely on the warranty if I were to find something wrong and I trusted Bobs Furniture as I was a loyal customer for years. I came to notice that the mattresses became defective. I called the customer service to utilize the warranty and exchange the old two mattresses for two new ones. When I called the store, I was told that only one will be exchanged for the two previously purchased mattresses because of the price increase since the time of purchase. My argument is the warranty must be honored. I should be able to replace both mattresses.
Please help.Business Response
Date: 07/21/2022
Good Morning BBB,
We have reviewed the customers account and they have been
given credit for both of the defective mattresses. The warranty gives the
customer a full credit of what was paid to pick out something different in the
show room however it does not include covering a mattress that is more in
price.In an effort to provide the customer a resolution we will
honor a $100 gift card for the customer to put towards the second new mattresses.We are every sorry we are unable to offer the customer the
recourse they are seeking. It is never our
intent to disappoint a Customer and again we want to apologize that we could
not meet their expectations. Thank you for understanding.Kindest Regards,
Brittney W.
Bobs Discount Furniture
Customer Care Corporate LiaisonInitial Complaint
Date:07/20/2022
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 husband and I purchased a king bed with a 15 yeas warranty and we purchased the ********* insurance from Bob's Furniture in 2019 for $899.00. In 2020 I called Bobs because I felt a board in the center of the bed. A Bob's Technician came out, Bob's Furniture called me and told me it was defective. I was told to come in and pick out another mattress. My husband and I went to Bob's and picked out another king mattress with copper in it. The mattress cost more but we had to get a mattress. The copper-infused mattress was delivered and the defective one was removed. In January 2022 I was having the same issue with the copper mattress. Bob's Furniture sent another Technician to my home to see what the issue was. I started seeing a Pain Specialist in February 2022 for my back pain from the bed. I was constantly calling Bob's to see what was going on, and what the Technician reported about the mattress. FINALLY, in April 2022 I was told the firm copper mattress I have is defective and to come to find a new mattress. I went to Bob's Furniture and looked, they had one firm mattress, it was almost $1,000.00 more. I asked for my money back, they are refusing because we no longer have that credit card, I shouldn't have to go every year to pick out a mattress and have strangers in and out of my home, especially with Covid 19 running rapidly. I still have this horrible mattress in my home. I'm still under the care of a Pain Specialist. I want my money back. Bob's king mattress is 2 twin beds sewn together, Bob's Furniture NEVER disclosed that to me, the Technician said that's what it was. I've given them 2 chances and both mattresses are defective. I just want my money back. It should be illegal to sew 2 twin mattresses together and sell them as a king mattress, you could feel a beam in the center of the bed. Please help me.Business Response
Date: 07/28/2022
Dear BBB,
Thank
you for bringing this to our attention we were able to take care of this
customer the pick up of the mattress is currently scheduled for 8/2/22 once we pick up the mattress we will issue the refund as a corporate check. The customer can reply back with any questions thru
this BBB channel.
Kindest Regards,
Thaymara C.
Bobs Discount Furniture
Customer Care Corporate LiaisonCustomer Answer
Date: 07/28/2022
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,
**** ********
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