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

  249 Hartford Ave Route 126 Bellingham, MA 02019-3007

• 

  Bob's Discount Furniture LLC

  3050 Middle Country Rd Nesconset, NY 11767-1072

  
• 

  Bob's Discount Furniture

  3050 Middle Country Rd Nesconset, NY 11767-1072

• 

  Bob's Discount Furniture LLC

  2500 Central Park Ave Yonkers, NY 10710-1133

  

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:03/03/2025

  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 5 year warranty extended on product, the sofa left return frame broke and as such the cushion was sagging on the entire left return of the couch.

  

  Business Response

  Date: 03/05/2025

  Good Morning BBB,

  We are so sorry to hear of the concerns our customer is
  having with their sectional that was purchased from us here at Bob’s in
  December of 2022. This merchandise came with a one-year warranty against manufacturing
  defects. This warranty did expire in December of 2023.

  The **** ***** protection is a plan through a third-party company,
  ********. ******** covers the
  merchandise damage resulting from a single accident or product breakdown. 

  Claims to ******** must be reported within thirty days of
  occurrence and they must be able to provide the necessary details to clearly
  indicate that this damage occurred through a single accident or incident and
  not through everyday use, misuse or abuse of the merchandise. 

  ******** has the right to deny claims for coverage under their own
  guidelines. It is never our
  intent to disappoint a Customer and again we want to apologize that we could
  not meet your expectations. Thank you for understanding.

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

• Initial Complaint

  Date:03/03/2025

  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.

  We have bought a a little nightstand that only cost $120 and came with missing parts went to a store in person spoke to a manager she called someone online that informed us that they can't return it so then he proceeded to see if they can put it together in store to come to find out two days later that there is missing parts now they say that we have to wait for three to seven business days let's see if we can even return it then we have to pay to return it this is ridiculous you just want our money back we will never ever buy from Bob's furniture ever again

  

  Business Response

  Date: 03/05/2025

  Good afternoon BBB, 

  We are truly sorry to hear of the concerns the customer is experiencing with their nightstand. It is never our intentions to frustrate or disappoint a customer. We were able to locate the customers account and do see that a return order has been processed for the customer on March 5th of 2025. I have attached a copy of the invoice to this response. 

  Right now, we just need the customer send this item back, as soon as the item has been scanned as returned to our warehouse we will then begin the refund process. It will take about 5-7 business days from when the item is returned for the customer to receive their refund back to their original method of payment. 

  Kind Regards,

  Barbara M.

  Bobs Discount Furniture
  Customer Care Corporate Liaison

  Customer Answer

  Date: 03/13/2025

  Yes sorry I didn't see the other response we finally were able to return it back they sent us a label after you guys talk to them I guess but still waiting for the money to be returned to the card it says they have gotten the return back as of yesterday so maybe it takes a few days to put back on the card thank you so much. 

• Initial Complaint

  Date:03/03/2025

  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 kitchen set from Bobs along with extended warranty. Chairs are loosing screws , material that it is made of is flaking apart, and one chair the leg broke off while someone was sitting on it, due to a knot that was drilled through on the support gusset for the leg. I’ve been trying to get it resolved for three weeks but keep getting the runaround with no return calls from Bobs. I am going to file a separate complaint on Gaurdian warranty who bobs fails to intervene with for a solution

  

  Business Response

  Date: 03/05/2025

  Good Afternoon BBB,

  We are so sorry to hear of the concerns that our customer is
  having with his table. We have been able to access the customer’s account and
  review the photos that have been submitted.

  We would like to offer a reselection credit on the table, and
  chairs. This will give the customer equal value to pick out something different
  in our show room. If they do choose something of higher value they will be responsible
  for the price difference.

  We will take back the current selection at the same time we
  delivery the new selection. This credit is now active in the account (reference
  number ********) and will be for the next 30 days.

  We do ask that our customer visits their local show room at
  their earliest convenience to have this taken care of. Thank you for bringing this to our attention.

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

  Customer Answer

  Date: 03/06/2025

  
  
  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:03/03/2025

  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.

  On 2-11-2025 I purchased a sofa and rug from Bob’s Discount Furniture with approved financing via ***** ***** ****. The transaction was finalized with a shipping delivery date of 3-1-2025 to my new apartment address of *** ****** ***** **** ********** ** *****. The information that was given to both Bob’s Discount Furniture & ***** ***** for the “Sold To” address is my current State ******** Driver’s License address: **** ****** **** ********** ** *****. I received correspondence from Bob’s furniture via Text Message & Email that it was possible my order placed for 3-1-2025 May be delayed and to contact the company. In the email correspondence an address that was neither my “Ship To” or “Sold To” address were correct so I contacted the company via a text line to inquire why the information was incorrect and about the delivery. The representative advised they updated the information and the delivery was still set for 3-1-2025. Today 2-28-2025 an acquaintance I know advised me Bob’s furniture’s text line sent private information regarding my personal delivery information to their phone and inquired why they would be getting contacted by the company since they have no association with myself nor the company. I once again contacted Bob’s customer service line and asked why an individual’s phone number whom I NEVER listed is receiving text alerts regarding my personal information. No one was able to address my concern or complaint and I am being disregard from multiple contact points within the company. I am writing to express my purchase privacy and data rights have been violated and formally filing a complaint with the Better Business Bureau.

  

  Business Response

  Date: 03/04/2025

  Good Morning BBB,

  We are very sorry to hear of the
  concerns our customer is having with their recent order from us here at Bob’s discount
  Furniture.

  We have been able to access the customer’s
  account, and we do see that this order was delivered to *** ****** ***** ***** ********** ** ***** ** ********.

  We have attached a copy of the
  customers original sales order with all the contact information that we have
  for the customer. Everything in the account looks accurate and the only phone
  number that is listed is ###-###-####.

  We truly do apologize for any inconvenience
  that this may have caused our customer, however we do hope they are enjoying
  their new furniture.

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

• Initial Complaint

  Date:02/27/2025

  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.

  We had to contact this company to get recliner chair fixed as the warranty company denied claim, they finally sent someone out to repair chair, that was in late July 2024, now the recliner is broken once again. A bolt completely broken off. I’ve reached out to company home office only without any response. They sell poorly made furniture and won’t stand behind the **** ***** warranty they sell you.

  Customer Answer

  Date: 02/27/2025

  We have heard from the ceo and they are replacing the chair

• Initial Complaint

  Date:02/27/2025

  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.

  Good Afternoon,
  
  I purchase a sectional couch in the summer of 2024. I like the couch but the sectional portion feels like it was made wrong. One part of the sectional portion feels much higher than the rest so when you sit on it it doesn't feel even.. it feels like your legs are higher than your back. I thought that because it was new that we just needed to sit on it longer for it to "even out". It's been several months and its still the same. Please advise who we can speak to about this. Thank you!

  

  Business Response

  Date: 03/04/2025

  Good Morning BBB,

  We are very sorry to hear of the
  concerns our customer is having with the sectional that was purchased from us
  here at Bob’s back in June.

  We have been able to access the customer’s
  account, and we do see that this particular set has been dropped and is no
  longer being made by our vendor.

  We would like to offer the customer
  a reselection credit to pick out something different in the show room. This
  credit will give them equal value to what was paid, If they do choose something
  of higher value they would be responsible for the price difference.

  We will take back the current
  selection at the same time we deliver the new merchandise to the customers
  home.

  This credit is now active (reference
  number ********) and will be for the next 30 days. We do ask that our customer
  visits their local show room at their earliest convenience to have this taken care
  of. Thank you for bringing this to our attention.

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

• Initial Complaint

  Date:02/27/2025

  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.

  We purchased this sectional sofa in December of 2020, wasn't actually fully delivered till a few months later, but that was the norm in that time. When we purchased the sectional we were told it would be great to get the insurance because it covered all damage and repairs, we paid the extra $200 for the insurance because of this. On 12/28/24 we contacted Bob's because the motor on the middle recliner stopped working. They forwarded us to ******** insurance, because that is who handles their claims. After several emails and phone calls they finally got a technician to come look at the recliner, the technician flipped the recliner on its side and told us he thinks the issue is the button that opens and closes the recliner is damaged. He said he didn't have the part on hand, but that they would probably send someone else to do repair. Mind you I have already waited almost 2 months to get a technician here, now I have to wait for them to find the part and maybe come repair it, if that is the actual problem. A few days later I get an email stating that our claim is being closed because it is not the motor that is damaged, but the button that opens and closes recliner, and that item isn't covered under insurance. How do they know it's not the motor if the technician never checked the motor, all he did was push the button up and down, which is exactly what I had done 2 months before, and was the reason I contacted them. So now that I actually had a claim it was no longer everything is included under the insurance doesn't apply. I want the recliner repaired or replaced, as that is what I was told the insurance would cover when I made my purchase. They love to sell you the insurance and make you all they promises about how easy it is to make a claim and get is resolved, but in all reality they do absolutely nothing for you.

  

  Business Response

  Date: 03/04/2025

  Dear BBB,

  We are truly sorry to hear about the denial of the claim with ********. The recliners were delivered on 1/13/21 and came with one year against manufacture defects with Bob's which expired on 1/13/22. The customer purchase the extended accidental warranty with a third party company ********. They cover accidental damages listed on their plan and defective motor within the 5 years. ******** has the right to deny any claims within their guidelines. To discuss additional details about their denial please contact ******** at ###-###-####. While our goal is to find every opportunity to satisfy our Customers; I am sorry that in this case, we cannot honor your claim. It is never our intent to disappoint a Customer and again we want to apologize that we could not meet his expectations. Thank you for understanding.

  
  Kind Regards,

  Thaymara C
  Bobs Discount Furniture
  Customer Care Corporate Liaison

• Initial Complaint

  Date:02/26/2025

  Type:Service or Repair 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 purchased a queen bedroom set from Bob's with white glove service and protection. The bedroom set was delivered on 12/23/24. The delivery team(2 men) 1 spoke ******* and the other spoke both *************** he informed me that this would be the 1st time he assembled a bedroom set like this. He completed the job very quickly. I was in the process of doing other things so I was not able to watch them assemble the bed. Not even 10mins after they left I noticed that the entire bed was rocking and felt very unsafe. I reached out to customer support and they dispatched the workers right back to my home. He informed me that he "forgot" to tighten the screws. Once completed the bed appeared to be ok. 1 week later it was back rocking and making a very loud squeaky noise. Reached back out to support and someone came to the home on 2/11/25. At that time I was informed that all of the screws are tight and it appears I may have received defected parts and put in an order for a new head&foot board. On 2/19/25 the delivery team arrived to my home with no shoe covers and it was snow outside. I let them in and they only had the footboard and no headboard so they left. I reached back out to customer service and was schedule another delivery date for 2/25/25. Delivery was scheduled from 430-830pm(central). At 830pm I received a text from Bob's customer service stating that the delivery team arrived at my home however they did not attempt to knock on the door. I rearranged my entire day for a delivery that never happened. I did attempt to reach customer service but it was already closed for the day. I also tried to call the number that text me in regards to my delivery however I did not get an answer. I paid for a service that I have yet to benefit from

  

  Business Response

  Date: 02/28/2025

  Good Morning BBB,

  We are so sorry to learn of the experience that our customer
  has had so far with us here at Bob’s. It is never our intention to disappoint a
  customer, however we do understand that we have failed them and want to see
  what we can do to make this right.

  We have been able to access their account, and we do see
  that we currently have an exchange scheduled for 3/4/2025. This exchange is for
  the entire bed (headboard, footboard, and rails).

  Once this exchange is completed, we would like to offer a
  refund of the customers delivery fee as a symbol of our apology for the experience
  that they have had. This would be a refund of $149.99.

  We will be sure to have their complaint addressed for
  obvious coaching opportunities as we do not want our customers to be upset with
  any area’s of our service. We do appreciate our customers feedback and thank
  you for bringing this to our attention.

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

  Customer Answer

  Date: 03/04/2025

  
  
  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:02/25/2025

  Type:Billing 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 went to bobs store on 10/03/24 to look at some furniture while I was there I saw a sale for a sectional color gray it was a three piece one of them was a full out sleeper love seat another was a play day gray wedge and the other was an gray full out sleeper love seat one left and one right ,when I received my delivery they send me two right sides ,in which I told the delivery guy is the wrong piece the guy said will be gladly to bring you the right one in about a week ,the week came I received the correct piece ,the problem here is I was charge for the new piece and they gave me a new lease without my knowledge I’m not supposed to get charge for that piece they made the mistake not me and now they won’t fix the problem and they want to charge for two different leases to this date I haven’t received any help they keep telling me we are going to charge you for the extra piece I made payments to the original but they have with late payments for the second and also I was giving an option autopay or I could make the payments I chose I’ll make the payments but they still were taking money out of my account without my permission.

  

  Business Response

  Date: 02/27/2025

  Dear BBB, 

  We are truly sorry for any inconvenience and frustration. After reviewing the account we can see the order# ********* completed on 10/23/24 and we processed a re-selection credit for the right side facing loveseat completed on 10/31/24. There's also an order# ********* of right side chaise, armless and armless loveseat also completed on 10/31/24. We shared all three documents with the customer if he is still having issues with ***** we recommend to call them directly so they can review the payments and details of the lease. If the customer find any inaccurate information on the documents we shared with him please reply back and we will review any additional information. Once again we want to apologize for the incoveniences the customer is having with the financing company. 

  Kind Regards,

  Thaymara C
  Bobs Discount Furniture
  Customer Care Corporate Liaison

• Initial Complaint

  Date:02/24/2025

  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.

  Had a reclining sofa delivered on 2/5/25. By 2/15/24 (10 days later) the seats slid forward causing the backrest to be way back.
  Now when I sit on the couch, my feet do not even touch the floor. The headrest is so far back that if I try to sit back, I am looking up at the ceiling and can't watch TV.
  I chatted with customer service and sent them pictures on 2/18/25. They said this is normal wear and tear and nothing can be done to further assist me. I also filed a service request since I paid for the goof proof warranty. The company did not respond. I filed a 2nd service request with the warranty company on 2/22/25 and again did not receive a reply. I do not believe after 10 days "normal wear and tear" is a couch that can not be sat on correctly! The longer time goes on, the further back the headrest/backrest are and the seats are starting to slant sideways. I Would like a refund and the company to come pick up the sofa.

  Customer Answer

  Date: 02/26/2025

  Just wanted to  update this complaint. I did hear back from the extended warranty company today. ******** sent me an email saying they received my claim and that my product is still in the time frame of being covered by Bob's / the manufacturer warranty.  ******** is an extended warranty after that runs out. They instructed me to contact Bob's furniture for the claim. Which is what I did before contacting them with no luck. So the responsibility is on Bob's Discount Furniture.  I will wait for them to respond to you. Just giving an update.  Thank you.

  

  Business Response

  Date: 02/26/2025

  Good Morning BBB,

  We are very sorry to hear of the concerns our customer is
  having with their sofa that was purchased from us here at Bob’s. This
  merchandise does come with a one-year warranty against any manufacturing
  defects that do arise.
  We have two options for resolution that we can offer the
  customer at this time, and we have listed them below.

  We can offer to exchange this sofa; we would take back the current selection at the same time we deliver the new one as an even swap out.
  
  We can offer a reselection credit; this would be a credit for equal value to what was purchased to select something different in our show room. If the customer did choose something of higher value, they would be responsible for the price difference, we would take the current selection at the same time we deliver the new one.

  The customer can reply back to us
  here at the BBB with what option they would like to continue with and we will have
  it set up in their account. We do look forward to hearing back from them and having
  this taken care of as soon as possible.

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

  Customer Answer

  Date: 02/27/2025

  
  
  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 will accept a reselection credit for the cost of my current selection and the goof proof warranty I paid for. 
  
  
  
  Sincerely,
  
  
  
  **** *** *****