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

  283 Daniel Webster Hwy Nashua, NH 03060-5712

  
• 

  Bob's Discount Furniture LLC

  2500 Central Park Ave Yonkers, NY 10710-1133

  
• 

  Bob's Discount Furniture

  2500 Central Park Ave Yonkers, NY 10710-1133

• 

  Bob's Discount Furniture LLC

  72-25 Woodhaven Blvd Glendale, NY 11385-7957

  

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: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,
  
  
  
  **** *** *****

• Initial Complaint

  Date:02/24/2025

  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.

  Ordered furniture from Bob’s discount furniture, during the purchase we were told about additional warranty that would cover any accidents or damage to furniture. We purchased the additional warranty for $199 which is for 5yrs. On 2/3 I went to sit on the bed when I heard a crack. I looked under the bed and could see that the frame that supports and holds the bed up was cracked in 2 places and the legs that hold the bed and frame up were slanted. Six of the legs to be exact. I filed a claim with **** ****** submitted the receipt of purchase and pics of the damage. After waiting for almost 2 weeks my claim was denied for normal wear and tear. A catch all that they use to deny claims. The ENTIRE bedroom set is in EXCELLENT CONDITION! The failure of the frame is not from normal wear and tear.
  I’ve done research and found that the goof proof warranty that they sell to their customers is a a scam. They label failures of their products as normal wear and tear. I’ve had this bedroom set for 5yrs and 5e frame, which is poorly made for a king size bed failed.

  

  Business Response

  Date: 03/03/2025

  Dear BBB,

  We are truly sorry to hear about the denial with the extended accidental warranty ********. The Louie Louie bedroom set was delivered on 2/5/22 and came with one year warranty against manufacture defects with Bob's. The warranty expired on 2/5/23. The customer purchased an extended accidental warranty with ******** which is active until 2/5/27. They have the right to deny any claims within their guidelines. The customer can contact them at ###-###-#### to discuss any additional details about their denial. While our goal is to find every opportunity to satisfy our Customers; I am sorry that in this case, we cannot honor Mrs. Brown’s 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:02/20/2025

  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 have made a purchase of two items that would have been delivered on two separate occasions. One of the dates was 2/14/25 and the other was 3/1/25. It was delivered and deemed damage after the first delivery attempt. I had to take another day off work and wait for the second day of delivery that was today. The items were once again damaged. I called customer service and although they are very nice I do not feel like enough is being done for me in regards to now not having the products and wasting my time. They just said they would call me with a third delivery date. I called again and they said they would credit me $100.00 once the items are delivered. That is not enough of an adjustment on over $1400. I am taking time to stay home and still going without the items, but they give me less than what I already paid in delivery. Does not seem very fair. If I wait another day and the items are once again damaged since no one can guarantee that it will not be then I will be asking for a full refund and at that time I would have wasted more time on these products. I could very easily go and get it elsewhere. I also opened up a new credit card for this purchase which I could have avoided. There has to be more of an adjustment and/or store credit than $100.
  
  Thank you

  

  Business Response

  Date: 02/24/2025

  Good afternoon BBB, 

  We are truly sorry to hear of the concerns the customer is experiencing with the delivery of their furniture. It is never our intentions to frustrate or disappoint a customer. I do see that the customer has a delivery date set for 2/25/2025. Once this delivery has been completed, the customer can call into our customer service department to have their compensation processed. The most we will be able to offer the customer is the refund on the delivery fee. This information has been notated on the customers account so any one of our representatives will be able to assist the customer when they call back in. 

  Warm Regards,
  Tiesheedah P.
  Bobs Discount Furniture
  Corporate Customer Care Liaison

• Initial Complaint

  Date:02/20/2025

  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 purchased a new leather sofa set from Bobs Furniture 15 mos ago. I paid for the extended warranty and low and behold the couch broke down (electronics for foot stools) right after the 12 month warranty expired yet I purchased the extended warranty so I was supposed to have coverage. I have filed numerous actions for repair thru their service with **** ***** that is supposed to be the warranty service company and I’ve got NOTHING from them other than people who cannot speak English. I need my furniture either fixed or I want a FULL REFUND on this JUNK and I will go purchase new furniture from ******* ***** who actually has a service department and handles repairs and complaints unlike BOBS!!…. Coincidentally I am building a new home and we need all brand new furniture and I was going to purchase it from BOBS but after this debacle I will look to purchase my furniture elsewhere!
  
  This company has the WORST SERVICE of any company I’ve ever seen and I am a business owner and I also am a *** ********** ******** with a ******rating and WE NEVER LET ANY ISSUES go unresolved or get to the BBB for a complaint status!
  
  This business is totally a disgrace to consumers and by having no customer number to the main headquarters it shows that you people are avoiding real issues when people have legitimate complaints with your lack of care and service for customers!

  

  Business Response

  Date: 02/21/2025

  Good Morning BBB,

  We are very sorry to hear of the concerns our customer is
  having with Sahara sectional they purchased from us here at Bob's in October of
  2023. This merchandise came with a one-year warranty against manufacturing
  defects that did expire in October of 2024.

  The **** ***** protection is a plan through a third party company,
  ********. ******** covers the
  merchandise damage resulting from a single accident, defective motor and
  product breakdown for up to 5 years.

  We have been able to access the customers claim with ******** (ticket
  number *******) and we do see that it is currently pending with ******** directly.
  The customer can visit ************************** to check the status of their claim, this is the quickest and most efficient way
  to get updates.

  We are very sorry for the delay in having this taken care of,
  however as this claim is currently pending we do have to wait for a resolution.

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

  Customer Answer

  Date: 02/21/2025

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

  I made the call 2 months ago with no response then again I called back over 4 weeks ago and gave them the info they needed and again no response!

  This is the WORST SERVICE AND CUSTOMER CARE I’ve ever seen!

  How would they like a broken couch?… I have company over my house and it’s embarrassing I have new furniture that’s broken!!!

  My next call is to ***** ***** where I will open up a claim with them for this not being resolved and you selling me garbage and charging me for it.

  I work with ***** ***** as a lending partner for my clients and I know their protocol and they will refund my purchase and back charge Bobs for it!

  The answer given by Bobs responding to my complaint is pitiful and quite frankly a way to pacify me.

  i don’t need coddling or to be pacified I need my situation rectified IMMEDIATELY!…I’m not waiting months for this to happen either!

  I also will contact the ***** ** ******** ******** ******* ****** and the office of consumer affairs to lodge complaints into the practices of Bobs Furniture!

  i am giving you 5 business days to complete either a repair or full refund to me including interest on my purchase otherwise I shall proceed forward with my next phase in this saga!

  
  
  
  Sincerely,
  
  
  
  ***** ***

  

  Business Response

  Date: 03/04/2025

  Good Morning BBB,

  We are truly sorry for the frustration that this claim has
  caused our customer. While their 1 year manufacturing warranty has expired, we
  are willing to make an exception and provide an exchange on the recliner that
  is having motor issues.

  We would like to confirm, when standing directly in front of
  the sectional the Left Arm Facing recliner needs to be replaced?

  Once this is confirmed we will set up the exchange for the
  customer, they can also respond back to us with a few dates that would work for
  us to come out and have this completed. We will take the current recliner at
  the same time that we bring the new one. We do service their area Tuesday-
  Saturday.

  We do look forward to hearing back from our customer and
  getting this taken care of as soon as possible.

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

• Initial Complaint

  Date:02/19/2025

  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.

  Hello,
  
  Back in September 2024, I purchase the Dylan sectional couch with the queen sleeper. I purchased the **** ***** at advisement of my Aunt who used it in the past when she had issues with her mattress that you replaced.
  In January, which made the couch only 4
  Months old, I filled a claim for all 3 pieces ( sleeper sofa, chaise, and ottoman). The sleeper sofa cushions have not held up at all. The chaise corner on top of the couch riped. The ottoman glued in frame broke on both sides. The wear of this furniture for only 4 months does not even meet the standard of a 1 year of use. We use it as normal piece of furniture in my house.
  I was approved for a voucher for $799 for the chaise and ottoman but the couch they claimed did not qualify.
  I paid $2,510.46 for that couch in total that I am just going to have to throw away.
  I have included pictures of the couch set for your reference. I am very disappointed in the quality of the product and the decision to not cover the couch.

  

  Business Response

  Date: 02/21/2025

  Good Morning BBB,

  We are so sorry to hear of the concerns our customer is
  having with their sectional. We have reached out to ******** directly due to
  the circumstances.

  The reason why the sleeper sofa was not included in the credit
  was because we will carry the current set the customer has, so we would have
  been able to exchange the pieces out.

  However, we do see that our customer was looking to reselect
  instead. With that being said we have worked with ******** and will be offering
  the customer a credit for the sleeper sofa. Reference number ********. 

  We have processed this in the customers account and it
  should be available in 24/48 hours. The customer will need to contact the store
  directly before delivery of their new order if they would like this to be
  applied to their new order, or they can use this credit towards something else
  in the store.

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

  Customer Answer

  Date: 02/23/2025

  
  
  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:02/18/2025

  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.

  We ordered a bed for our son to be delivered. We were given a time frame for delivery and the morning of delivery I reached out for a phone call 30 minutes prior to driver arriving. This was confirmed through the bobs chat with a bobs agent. Instead of receiving that phone call we received a phone call when driver was onsite. We requested they wait and advised we were ten minutes away. The driver said they would wait. We were on our street and watched the driver leave our home at which point they called again and we asked they turn around and they said no. We called bobs and also the chat option to which I spoke with Luis via chat and he advised they would return today to deliver. The agent on the phone was not helpful and provided no assistance in having the delivery driver return. We also made several phone calls to the delivery driver after to which they did not answer or respond. We then received a phone call advising the delivery would not be made and would be set up for Friday. We advised we would cancel our order and were told they could not help us with that either. We called customer service again and had another person assist in attempting to have our bed delivered today but were unable to do that again so we cancelled our order. The entire situation could have been corrected from the start and it seems as though customer service wasn’t a priority. We will never buy from bobs again, which is sad being that we have several items in our home from the company. This was a complete disregard for customer needs.

  

  Business Response

  Date: 02/20/2025

  Good Afternoon BBB,

  We are very sorry for the experience our customer had with
  the recent delivery with us here at Bob’s Discount Furniture.

  We have been able to access the customers account, and we
  do see that this order has been fully cancelled and refunded back to the
  ******** **** that they used to purchase.

  We will share this insight and experience 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