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
- 1,551 total complaints in the last 3 years.
- 501 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:02/14/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a king-size bed from Bob’s Discount Furniture in ********* **, on December 31, 2024, with the "White Glove" delivery service, which included old bed removal. However, upon delivery, the driver refused to take it without explanation.
I contacted the store, but they could not clarify the issue and attempted to reschedule on a day I was unavailable, offering no alternatives. *****, the financing company, confirmed the problem was with the store.
On January 6, 2025, I visited the ******** location and spoke with Angie, who said my refund was delayed due to an incorrect email entry—despite my receiving other store emails. Initially, Paul at the ***** location told me I’d get a $178 refund/accommodation, but Angie later said it was $175, which I accepted.
Despite multiple follow-ups, I have yet to receive my refund. Stephanie took my debit card information last week, assuring me she would process it. However, when I called on February 13, 2025, unhelpful staff refused to provide their names. When I finally reached Stephanie, she took my number and promised to call back.
Later, Stephanie informed me Bob’s now claims ***** is blocking the refund/accommodation, stating they cannot process it until financing is paid off. This is unreasonable, as the refund should be applied to my balance. Additionally, I paid nearly $250 for White Glove service but did not receive the full service, resulting in a financial loss.
Bob’s Discount Furniture has failed to provide proper service, transparency, or a refund/accommodation. I request BBB intervention to ensure they honor their commitment and issue my refund/accommodation.
Business Response
Date: 02/20/2025
Dear BBB,
We apologies for the delays. After reviewing the account the $175.00 was already processed we resend the email to ************************. The customer just need to review the account she wants it deposit to. Please reply back if you still haven't received the email or have additional questions. Once again we truly apologize for the frustrations and delays.
Kind Regards,
Thaymara C
Bobs Discount Furniture
Customer Care Corporate LiaisonCustomer Answer
Date: 02/20/2025
Never received an email. That’s what they keep saying. Supposedly the email they had was ************************ and not ************************
Stephanie at the ******** location took my debit card info but nothing ever happened
Customer Answer
Date: 02/21/2025
Complaint: ********
I am rejecting this response because:Most Recent MessageDate Sent: 2/20/2025 4:58:49 PMNever received an email. That’s what they keep saying. Supposedly the email they had was ************************ and not ************************
Stephanie at the ******** location took my debit card info but nothing ever happened
Sincerely,
******* ****Customer Answer
Date: 02/21/2025
Thank you so much! I received the accommodation this morning.Initial Complaint
Date:02/13/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Bobs discount furniture delivered our furniture on 1/21/25. Their “team” was two guys. One guy unloaded the boxes from the truck while the other guy attempted to carry them into our home. Our home is brand new and we hadn’t even lived there for 2 weeks. He smashed every wall in our home that he came near. Our builder came over to the assess the damage, and they did $1,850 worth of damage to our home. I just want them to pay me for the damages they incurred on our home. I have been attempting to have them help me for weeks and I am getting put through hoops and keep being told I’ll be contacted. Now they are trying to make up a story about how the team supposedly claimed the boxes couldn’t fit and had permission to proceed regardless of damage that might happen. Sadly, that was a lie that they made up and I can naturally assume it’s their way of trying to get out of paying for my damage. But I do not have $2,000 to pay for the damage they did to my brand new home so I just want them to make this situation right!Business Response
Date: 02/18/2025
Dear BBB,
We are truly sorry for the delays on this matter. The property claim is currently being review by our specialists we should be hearing back within the next 3 business days.
Kind Regards,
Thaymara C
Bobs Discount Furniture
Customer Care Corporate LiaisonCustomer Answer
Date: 02/21/2025
Complaint: ********
I am rejecting this response because:they are only offering me $500 when the damage they incurred was $1,850. I need this full amount to fix our brand new home to make it look like it should.
Sincerely,
***** ******Customer Answer
Date: 02/28/2025
I am still waiting on someone to help me from Bob’s discount furniture. They offered me 1/4 of the amount of money in damage they did which is unacceptable. I need them to reimburse me for the full damage so we can get our builder to come fix it. ASAP- they have been dragging me around since my first complaint on January 21st- the day the did the $1,850 in damage. I know that they just want me to go away and leave them alone and I WILL NOT. They owe me $1,850 to fix our home. Thank you so much for your help, BBB.
***** ******
Business Response
Date: 03/12/2025
**** ********* ****
We are truly very sorry for any inconvenience that this has
caused our customer. We have reached out to the depot directly regarding this
claim and they stated that they settled with the customer on 3/5/2025. They are
currently waiting for the customer to sign the necessary forms and provide the
best method of payment.We do ask that the customer respond’s back to the depot
directly to move this claim forward.Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureCustomer Answer
Date: 03/13/2025
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:02/12/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am filing a complaint against Bob’s Discount Furniture for false advertising and failure to fulfill a purchase agreement.
On December 5, 2024, I purchased a Posh Bone Loveseat from their website, which advertised delivery in 4–6 weeks. I paid $1000 in full, expecting my order by mid-to-late January. However, the company has delayed delivery three times, now pushing the date to March 1, 2025—more than 11 weeks past the original timeframe.
Each time I have contacted the company, they have offered only apologies and vague delays, refusing to provide a clear resolution or transparency. This constitutes false advertising and deceptive business practices, violating ********** ***** **** * **** and ********** Business and Professions Code § 17200, which prohibit misleading claims and failure to fulfill advertised commitments.
I request that Bob’s Discount Furniture be held accountable and take the following actions:
1. Deliver my order no later than February 15, 2025.
2. Provide an immediate full refund if they cannot meet this deadline.
3. Be flagged for deceptive advertising practices to protect future consumers.
If they do not resolve this promptly, I will escalate my complaint to the ********** ********** ** ******** ******* and pursue legal action for breach of contract and damages.
Thank you for your time and assistance. I look forward to your response.Business Response
Date: 02/12/2025
Good Afternoon BBB,
We are very sorry to hear of the concerns our customer is
having with their recent order. We have been able to access the customers
account and we do see that they purchased the Posh Beige loveseat.The original date that was provided was based on the most current
information available to us at that time. We understand that this delay may
cause frustration and we want to assure our customer we are doing everything we
can to get their merchandise delivered as soon as possible.As this merchandise comes directly from our vendor we do have to
wait for the stock to come into our warehouse in order to schedule, the
available date has been pushed out to 3/1/2025, due to this we will not be able
to deliver on 2/15/2025.At this time we have a few options of resolution that can be
provided.We can wait for the merchandise to come in that they have already
selected and have it scheduled for the soonest possible date, or They can visit
our show room to choose a different selection that may be readily available for
delivery. With either of these options we will offer to refund the customers
delivery charge of $199.99.If the customer no longer wants to wait or choose something
different, they can proceed with
canceling their order by calling our Bob’s Squad team at ###-###-####.We are truly very sorry that we have been unable to meet our
customers expectations on this purchase and we do look forward to having their
concerns addressed as soon as possible. They can respond to us here at the BBB If
they have any further questions or concerns.Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureCustomer Answer
Date: 02/14/2025
Complaint: ********
I am rejecting this response because:While I appreciate the offer to waive the $199.99 delivery fee, I have serious concerns about how this delay has been handled. I placed this order nearly 3 months ago and have been without a couch the entire time. I understand that delays happen, but I find it difficult to believe that not a single Posh Beige loveseat has been delivered to any customer during this time. Can you confirm whether any of these loveseats have been produced and delivered to other buyers since my purchase? If so, why was my order pushed back while others received theirs?
Also, given the significant inconvenience of waiting this long, far beyond the original estimated delivery, I believe further compensation is warranted. I would like to discuss either a discount on the loveseat itself or a store credit to acknowledge the inconvenience.
I look forward to your prompt response
Sincerely,
***** ******Business Response
Date: 02/19/2025
Good Morning BBB,
We are unable to discuss other customers accounts, however
what we can say is that we do not have any available stock in our warehouse of
this item. As we are the retailer and not the manufacture, we do have to wait
for the vendor to provide us the product in order to schedule it out for
delivery.Regarding compensation, back-order concerns are beyond our control
and not something that we normally offer compensation for. waiving the delivery
fee is the absolute most that we can provide for these concerns.We have been able to access the customers account and we do
see that the delivery has been rescheduled for 3/8/2025, once this delivery has
been completed the customer can respond back to us here at the BBB and we will
process the delivery fee refund.We do look forward to having this taken care of.
Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureInitial Complaint
Date:02/11/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased dream couch sectional online Nov 29th and delivered Dec 5th. We Purchased it for $2,499 plus tax and delivery charge. They told us that even w Thanksgiving black Friday they are already low prices and never have anything on sale. Then on Sat Feb 8th I got an email from Bob's Discount Furniture saying they were having a sale. The same couch was $1,999 . I would've never known that they not sent me an email about their sale. At that time I had only made 1 payment ti ***** *****, the credit card company who was financing the couch for us. If we would've known the couch was going on sale we would've waited to buy it. And if we had all the extra money to throw away we wouldn't have financed it to begin with. So after speaking w so many ppl who could barely speak English they told me no they would make the price adjustment w ***** ***** bc they were already paid and it was past 30 days! What a slap in our face to pay $500 more plus tax for the same couch in just that short period of time.
Please help us. Thankyou, ***** and **** ***********Business Response
Date: 02/12/2025
Good Morning BBB,
We are so sorry to hear of the concerns our customer has
been having with the price of their merchandise. We have been able to access
the customers account and the dream sectional price update on our website.While we typically only honor the price adjustments for 30
days after delivery, we are willing to make an exception this in this case for
our customer and provide the refund.We have set this up in the customers account and their
reference number is ********. This will be a total refund of $531.75 that will
be refunded to the customers ***** ***** account. Please allow 1-2 billing cycles
for this to reflect. Thank you for bringing these concerns to our attention.Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureCustomer Answer
Date: 02/12/2025
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:02/10/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased all kinds of furniture from bob's furniture and and i also purchase damaged protection. no.
I am hard of hearing and i've been trying to call customer service . and they keep giving.
Me a run around . i am very.
Disappoinand I want all my furniture repair and fix.Business Response
Date: 02/10/2025
Good afternoon BBB,
We are sorry to hear of the issues the customer is having with their furniture. We would be more than happy to further assist them with attempting to find a solution for their concerns.
If we can please have the customer respond with the exact furniture pieces they are experiencing concerns with, what the exact concerns are with each piece and/or the order number so we can help.
Warm Regards,
Barbara M.
Bobs Discount Furniture
Corporate Customer Care LiaisonInitial Complaint
Date:02/10/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a sofa and standing lamp. The lamp was ordered and stated on the receipt as black, but the lamp delivered was brown. I returned the lamp and was told by a rep that once the lamp was back in inventory, I would receive my refund of about $200.00 for the lamp, taxes, and partial delivery fee. The lamp has been returned for about 3 weeks, but I have no refund credited to *** ****** ***** account. I have email customer service about three times but heard nothing. I simply want the refund due of about $200.00Business Response
Date: 02/10/2025
Good afternoon BBB,
We are sorry to hear of the concerns the customer is experiencing with their refund of the lamp. It is never our intentions to frustrate a customer. We were able to locate the customers account and see that the lamp was returned on 1/16/2025. The amount of $187.94 has been sitting on the customers account as a store credit. I do apologize for this and will go ahead and process the refund of this amount back to the customers original method of payment. (This would be the customers ***** ***** account).
This refund will reflect on the customers account within 1-2 billing cycles. The confirmation number for this refund is ********.
Warm Regards,
Barbara M.
Bobs Discount Furniture
Corporate Customer Care LiaisonInitial Complaint
Date:02/10/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
2/1/25 delivery of bed and adjustable frame (headboard was broken on site so could not confirm items could be installed as described on delivery day)
2/5/25 delivery of Headboard (Noticed Frame did not fit in headboard could not communicate to delivery personal because of language barrier.
-We would like to get a refund for our mattress/adjustable frame and headboard because it does not fit in the headboard as the sales associate described. Attempted to compromise with customer service and no compromises wore accepted. Refund policy states we can get a refund, but no refund was accepted.Business Response
Date: 02/10/2025
Good afternoon BBB,
We are extremely sorry to hear of the concerns the customer is presenting. It is never our intentions to frustrate or disappoint a customer.
We were able to locate the customer's account and do see that a return for the customer to pick something else out has been processed on 2/6/2025. It has been notated that the customer agreed and was okay with this solution when offered. In order for the customer to use this credit, they would need to visit their local Bob's showroom and pick something else out that equals to the same value as previous item. This credit does have an expiration date of 3/6/2025.
Once the new order has been placed the store will be able to schedule the delivery date of the new items and pick up of the items currently in the home. Unfortunately, at this time we are not able to offer the customer a return for refund. We do apologize for any inconveniences this may cause the customer.
Warm Regards,
Barbara M.
Bobs Discount Furniture
Corporate Customer Care LiaisonCustomer Answer
Date: 02/14/2025
Complaint: ********
I am rejecting this response because Bobs will not allow me to return the adjustable bedframe because it doesn't fit the headboard as described it would. Bobs knows this as I spoke with them several times. Please allow me to return items because it doesn't fit as the sales rep said it would.
Sincerely,
**** ******Business Response
Date: 02/24/2025
Good afternoon BBB,
The customer currently has a return in the system in regards to these concerns. The credit for this return has been applied as store credit. This credit is set to expire on 3/6/2025. The customer has until this day in order to pick something else out and get it delivered. If a new order is not placed within this time frame, the credit will expire and we will not be able to reinstate it once it has expired.
Once the new order has been placed, the store will then schedule the day of pick up and delivery. (Which will happen on the same day)
Warm Regards,
Barbara M.
Bobs Discount Furniture
Corporate Customer Care LiaisonInitial Complaint
Date:02/07/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Exchanged 3 PC set from bobs discount furniture. And now the 3 pc leather set i have from bobs the Sahara leather set plus the cup holder console where the USB chargers not working.Business Response
Date: 02/10/2025
Good afternoon BBB,
We are truly sorry to hear of the concerns the customer is experiencing with their USB ports on their console. We will be more than happy to assist the customer with finding a solution. While reviewing the customers account I was able to see that the customers sectional was delivered on November 11th, 2023. Here at Bob's we do offer manufacturing warranty against all defects up to 1 year of the date of delivery.
We do have the USB part available for the customer, due to the customers warranty being expired since November 11th of 2024, this part will need to be paid for. The part is priced at $20.00.
Please advise if he customer would like to move forward with solution. If they would like to, please have them provide their shipping address as well.
Warm Regards,
Barbara M.
Bobs Discount Furniture
Corporate Customer Care LiaisonCustomer Answer
Date: 02/12/2025
Complaint: ********
I am rejecting this response because: When i purchase my living room set i was inform from Bob Furniture Store *** ****** ***** **** ******** at ###-###-#### that i have **** ***** for 5 years for any stains or accidents on my living room set and they are charging me an additional $299.99 for it. so i would like to have an even exchange, where i come into retail store and pick out living room set for the total amount that rhat i purchased.Thank You
Sincerely,
***** ******Customer Answer
Date: 02/17/2025
I also for my default couch something to be done also for either exchange or select something else for my warranty for 5 years that I was charged for in timely manner. I was informed thru the store I purchased from it would be taken care of. Thank You. Waiting to hear back.Business Response
Date: 02/20/2025
Good Morning BBB,
We are very sorry for the continued frustration our customer
is experiencing with their console. We have placed a one-time courtesy part
order for the USB port.This part will be shipped via ***** to
***** ******
*** **** ****** *** *** *
********* ** *****Parts are ordered directly from the vendor, they are not
something we keep in stock. The USB part for this particular console has an
expected ship date of 4/16/2025. Once the customer receives this part they can reply back
to us here at the BBB and we will schedule a service technician to come out and
install the part for the customer.Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureInitial Complaint
Date:02/04/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We purchased a sofa from Bobs and purchased the **** ***** policy. In September of 2024, we filed a complaint about several items related to the sofa. These included springs and padding and frame issues. The padding and fabric issues were generally denied in the claim. We understood this. However, the frame sounds damaged, loose, or cracked. **** ***** has a disclaimer for "abuse" of the furniture, so we wanted to ensure that they knew that no one jumped on it, nor was there an "accident". What would an accident be regarding a sofa frame? Our claim was denies as normal wear and tear. This is in spite of the fact that the frame and springs are included in the **** ***** warranty. We can re-file a claim but they may deny it again.Business Response
Date: 02/05/2025
Good Morning BBB,
We are very sorry to hear of the concerns our customer is having
with the Calvin 2 piece sectional they purchased from us here at bobs in March
of 2022. This merchandise came with a one year warranty against manufacturing defects
that did expire in march of 2023.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. ********
has the right to deny claims for coverage under their own guidelines.It is never our
intent to disappoint a Customer however due to a lack of warranty with us here
at Bob’s we do not have a resolution moving forward. Thank you for understanding.Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureCustomer Answer
Date: 02/09/2025
Complaint: ********
I am rejecting this response because:Bobs Discount Furniture is HIDING behind fraudulent
representation of what the **** ***** / Warranty actually is. At the time of
purchase, it is represented as a be-all, end-all for accidental damage to their
furniture. But if you re-read the response Bob’s provided herein, you can see
the actual fraud. The initial complaint/claim WAS reported within 30-days of
the incident. At the time it was reported, they never asked how the damage
happened. We wer honest. No one jumped on it, as thet would have been abuse. We
would not have reported it. Yes, someone fell back into the furniture, but that
was an accident. Did someone drive into it? No. A large, heavy person fell
backwards into the sofa. The claim was reported, along with other complaints,
including fabric, springs, etc. The sofa is poorly constructed.
That claim was denied. We called back last week and
escalated it to Bobs Customer Support. They contacted ******** who suggested we
put in a new claim and better describe exactly what happened. We did, and
started to get the run around again.
We then reached out to BBB. Their response seems to indicate
2 things:
(1)our claim was filed late. While this may be technically
true, we followed their specific direction and filed a new claim for the same “”accident”.
So, no, it was not filed late. They were too quick to deny the ENTIRE initial
complaint. Remember, some was wear and tear (fabric separating), and the frame
damage was accidental. What else would have caused it? The sofa is fairly new.
(2) again, ******** and Bobs repeat their assertion that not
only was the claim filed late, but that they only cover a one time accident,
and not normal use, wear and tear, or what could be characterized as abuse.
Again, Bobs is perpetuating fraud in the inducement whenever
they sell their **** *****. The coverage is fairly low cost, but is a total
scal. Unlike say ********** warranty program on appliances, which is fair,
********’s coverage is advertised as some sort of insurance catch all, for all
sorts of damage, when in reality the coverage is so narrow, it is virtually impossible
to successfully fole a claim outside of the manufacturers warranty period
Sincerely,
****** ********Business Response
Date: 02/14/2025
Good Afternoon BBB,
While we do understand the concerns, we are not saying the
customer did not report their claim within 30 days, we are just explaining the requirements
from ******** in order for a claim to be accepted.We have set up a one time courtesy reselection credit, this
will give the customer equal value to what was paid to select something
different in the show room. If the customer does choose something of higher
value they will be responsible for the price difference.We will take the current selection back at the same time we
deliver the new selection. This credit is now active and able to be used with
in the next 30 days, reference number ********.We do ask that our customer visits their local show room at
their earliest convenience to have this taken care of. Please let us know if
the customer has any further questions or concerns.Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureInitial Complaint
Date:02/04/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a couch from Bobs Furniture in ******** ** July 19 2023.I have never had an issue with the quality of furniture ever in the past, owning couches for 5 plus years. The showroom couch I viewed and tested was very plush and cushions stuffed. The couch I received was very understuffed upon arrival with many defects. This became an issue within six months the back cushions were sagging. My complaint is the gentleman who sold me the couch heavily pushed for the **** coverage. He specifically said, if anything happens to the couch call that day and you will receive coverage. There was no mention of what was not included. He said if nail polish, rips, stains, frame and springs, it will be covered. The couch is so poorly made that the cushions are separating from the frame. The couch has stains that do not come out of the fabric. In filing my complaint it took 3 months to respond. When I did not receive a response, I called again. They denied me within 12 hours. I find it odd to take 3 months to respond, and the deny my claim so quickly. My issues were not hear and they did not care. The reason for the denial is the seam separation. The lack of help from the Bob's team is despicable and unacceptable. As a repeat customer who has never filed a previously complaint, having Bob's show any lack of responsibility for a manufacturing default is unacceptable as a large business. The springs are all squeaking, and the middle section of the frame is broken The fabric is not strong enough to be sewn into the frame and hold for more than a year. As a seamstress I am capable of fixing this on my own, but should not be responsible for poor quality. This is a LIGHTLY USED COUCH. This is our second living room that is mainly used for adults. I am looking for my warranty to be covered and want Bob's to speak with the staff member who sold me the product and falsely stated, springs and frame, rips. This is false advertising of a product. I have videos of the frame as well.Business Response
Date: 02/05/2025
Good Morning BBB,
We are very sorry to hear of the concerns our customer has
been having with their sectional they purchased from us here at Bob’s.We are unable to locate their account with the information provided,
if the customer would reply back to us here with the name, order number, or
phone number used at the time of purchase we would be happy to look into this
further.We do look forward to hearing back from them.
Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureCustomer Answer
Date: 02/12/2025
The Statement is attached. The account number is Account Number **** **** **** ****. The statement is paid off in full.
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