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
- 1,560 total complaints in the last 3 years.
- 497 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:06/24/2025
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 received a bill from Bob's furniture for the amount of $7,815.27. They included a charge of 3,058.90, which I paid on 5/15/25. I should only be charged $2,095. for a recent purchase. I have placed calls and reported this on line but I keep getting a run around from the company. I am afraid to make another payment until this is resolved. My intent in using their credit card was to pay it off once I received the furniture.
Business Response
Date: 06/24/2025
Dear BBB,
The order ********* was financed with ***** *****. As much we would love to help the customer will need to reach out to the financing company directly to discuss any questions about payments and balances. Please contact ***** ***** at ***********
Kind Regards,
Thaymara C
Bobs Discount Furniture
Customer Care Corporate LiaisonCustomer Answer
Date: 06/25/2025
Complaint: ********
I am rejecting this response because: I signed this agreement with Bob's and they didn't even provide the prefix. This is what it is like dealing with this company.
Sincerely,
***** *******Customer Answer
Date: 06/25/2025
I have tried to call ***** ***** and they say to go back to Bob's and Bob's tells me to go back to ***** *****. No one seems to be accountableBusiness Response
Date: 07/02/2025
Dear BBB,
We have very limited access unfortunately we are unable to see any payments made to ***** *****. We emailed a copy of the receipt to the customer. We ask to please contact the financing company directly to discuss additional details.
Kind Regards,
Thaymara C
Bobs Discount Furniture
Customer Care Corporate LiaisonCustomer Answer
Date: 07/08/2025
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:06/24/2025
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.
Please see the attached PDF for full transcript with customer service.
I let them know that it looks like I will be going thru the BBB again and you helped last time. Thank you.
Date of transaction: Dec 06, 2024
Amount of money: $599.00
Business committed to me: Nothing
Nature of dispute: Recliner stopped working on all functions of this lift chair.
Business tried to resolve this problem: No
Thank you for your help in advance. *** *******Business Response
Date: 06/24/2025
Dear BBB,
We are truly sorry to hear about the issues with the recliner. We approved an even exchange replacement. We ask to contact our specialist at ###-###-#### to schedule it. Please keep in mind the team will pick up the damage one and deliver the new recliner on the same day. Please reply back with any questions or concerns.
Kind Regards,
Thaymara C
Bobs Discount Furniture
Customer Care Corporate LiaisonCustomer Answer
Date: 06/25/2025
Better Business Bureau: RE: Complaint #********.This email is to notify you that this is my reply with
BBB about my complaint.Thank you for Bob's Furniture prompt response, acknowledging the
issue, apologizing for my dissatisfaction, and offering a solution.We ordered this recliner on 11/29/2024 and was delivered on
Dec 6, 2024. Should we aim to receive another Nexus Khaki Power Lift Recliner
with heat & vibration within 6 days like before?I have reviewed the response, and find that this resolution is satisfactory to me.
Bob' can contact me about the delivery and the exchange at the same time.
Thanks,
****** ***** ******************************
Initial Complaint
Date:06/24/2025
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.
Ordered a sectional couch for $1800 and paid additional for delivery. I waited 3 weeks for delivery and they delivered. The couch is gray in color and one of the pieces delivered (the center) is ice blue. They refuse to deliver the replacement until July 10. The original order was delivered on June 19th. Waiting almost another month for the delivery is not acceptable. They offered no reimbursement on delivery fees, no courtesy.Business Response
Date: 06/24/2025
Dear BBB,
We are truly sorry for the delays. The replacement is schedule for 7/10/25. We can offer half of the delivery fee $80.00 back to the method of payment. Once we hear back from the customer we will process the accommodation.
Kind Regards,
Thaymara C
Bobs Discount Furniture
Customer Care Corporate LiaisonCustomer Answer
Date: 06/25/2025
Complaint: ********
I am rejecting this response because:Shipping costs were based on a complete package being delivered on June 19, 2025. The anticipated delivery date is almost a month after that date. In the meantime, while waiting for this new piece to arrive I am not able to put my sectional sofa together as I was requested to keep the wrong piece in the original packaging. The reclining ends dont work without the middle to attach and support them. I would like to see the full shipping costs refunded or I would agree to the 1/2 if the company could arrange the replacement delivery for 6/26 as originally expected.
Sincerely,
******** *******Business Response
Date: 07/01/2025
Good Afternoon BBB,
While it is typically not normal procedure to do so, we will
honor a refund for the full delivery fee due to the circumstances. We have
processed this in the customer’s account and it will post back to their wells
fargo account in 1-2 billing cycles.We do look forward to exchanging the wedge out for the
customer on 7/10/2025 so they can enjoy their new sectional. Thank you for bringing this to
our attention.Kindest Regards,.
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureCustomer Answer
Date: 07/02/2025
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:06/23/2025
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 patio furniture and a 5 year coverage plan from Bob's in 2022. This year our covers began deteriorating to such a degree that they were not usable. We contacted Bob's over a month ago and they have still not processed our request to replace these covers. In the meantime, our furniture has sustained water damage because they have not honored the coverage plan in a timely manner. It appears as though the services offered when they sold us the protection plan are not being offered and/or honored. Now, we need most of our cushions, covers and the overall furniture covers replaced which is much more damage than when we'd originally contacted them for assistance. We have tried calling their support number and using their online claim service to no avail. We have visited the store for help, but so far have not been able to have the issue resolved. We would like the issue resolved and have the company provide what was sold to us.Business Response
Date: 06/23/2025
Dear BBB,
We are truly sorry to hear about the issues with the merchandise. We were unable to locate the account. We ask to please provide name, phone number or a copy of the receipt to help us locate the account.
Kind Regards,
Thaymara C
Bobs Discount Furniture
Customer Care Corporate LiaisonInitial Complaint
Date:06/23/2025
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.
June 2, 2025
My couch and the sleeper mattress got damage because of my dog who got sick and urinated on it. Under my **** protection Bob's Discount furniture said this was covered. They use ******** as the repair place. I did not get a respond after we filed and sent the pictures 1-week 1/2 later. They said they will not cover it. They told me the **** protection contract that they will be able to be able replace it. My complaint was when we bought the couch the salespeople said that no matter what it was covered if my pets accidentally peed on it which happen by accident my dog is 14 years old and he never had a problem till then. I want my $129 **** protection damage also another $171 for emotional damage of lying to us. Needless to say, I went to another furniture store to get a new couch with surround sound and massager the works and spent a lot of money from Value City Furniture. I will never buy anything from Bob Discount Furniture store they are liars they promise you the moon but when something happen accidentally, they do not want to work with you even trying to find a solution. There people brushed me off they did not want to work with me they basically said your out of luck.Business Response
Date: 06/23/2025
Dear BBB,
We are truly sorry to hear about the denial with the extended accidental warranty ********. They have the right to deny any claim within their guidelines. We were unable to locate the account with the information provided. The customer can provide a copy of the receipt to help us locate the account however we are unable to overturn their denial. 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 LiaisonInitial Complaint
Date:06/19/2025
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.
On May 28th 2025 I made an online purchase for approximately $1500. Every item that I chose was listed as in stock . As of today I still do not have my items however, they charged my credit card and I am paying interest fees for items I do not have. The company should have placed a temporary hold on my card. It's not acceptable to expect people to pay anything until its ready. No one has reached out regarding my order. Today I received another email telling me to contact them to schedule my delivery. I tried that and I was told nothing is actually in stock. I spoke Alejandro and and he said it would be at least another month before I can schedule. If I was told that from the start I would understand but again everything was listed as in stock. Horrible experience ordering with them this time and what happened to the customer service?Business Response
Date: 06/19/2025
Good Morning BBB,
We are very sorry to hear of the concerns our customer is
having with their recent order that was placed with us here at Bob’s. 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.As we are the retailer and not the manufacture, we are forced to
wait for the merchandise to come into stock in order to deliver it out to our
customer. The date they have been provided is accurate, though tentative; as
the date may fluctuate due to delays in the shipping process which cannot be
eliminated.Typically we are unable to accommodate for back order concerns, but
due to the fact that our customer was under the impression that it was in stock
to be delivered we will honor a refund of their delivery fee once the order has
been successfully delivered into the home.We do ask that they reply back to us here at the BBB once the
delivery has been completed so this can be processed for them.Again, we want to thank our customer for bringing these concerns
to our attention and apologize for any inconvenience that we have caused them
on this order. We truly appreciate their feedback and look forward to getting
this taken care of.Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureCustomer Answer
Date: 06/19/2025
Complaint: ********
I am rejecting this response because:I do not feel as though they even read my complaint.
#1 I was not under the impression that things were in stock, it was advertised as IN STOCK I checked and double at check out.
#2 I have received emails twice to contact Bob's to arrange delivery. I spend the time to call and no one has information on when I should expect it.
#3 As a customer I expect clear communication. If an error was made I can certainly understand that but I have not received any communication except the day after I placed the order, I received a call from the store to arrange delivery and then he says oops never mind I called the wrong customer and just hung up on me. Really?
#4 why am I expected to pay 2 months worth of interest and don't even have the items. That is not ok
I do appreciate the free delivery but please address the other issues
**** ***
Sincerely,
**** ***** ***Business Response
Date: 06/26/2025
Good Morning BBB,
We can certainly understand why the customer is frustrated,
and we do apologize that no one has been communicating with them regarding the anticipated
availability date moving forward. We will have this addressed internally with our teams.We have been able to access their order, and we do see that
the Montana coffee table and end table are available to be delivered, however
the power lift recliner is on back order for an additional 5-6 weeks. At this time,
we do have a few available options we can offer to the customerWe can deliver the Montana table’s and wait for the power lift chair to come into stock from our vendor to do a separate delivery of that item.
We can wait for all the items on the order are available and deliver them at the same time
The customer can visit one of their local show rooms or call our Bob’s Squad team at ###-###-#### to see if we have a different power lift recliner that is available and in stock to be delivered.
With any of these options we will honor the delivery fee
refund. It is never our intentions to disappoint a customer, and we truly
apologize that we have not been able to meet their expectations on this order.
We do appreciate their feedback regarding their experience.Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureCustomer Answer
Date: 06/26/2025
Complaint: ********
I am rejecting this response because:I do not want to select a different chair. As I stated that item was listed as in stock when I ordered it. My initial call which was a few days after the purchase, I was told that it could take up to 4 weeks. A few days ago I was told they need an additional 4 weeks and now you were saying 5 to 6 weeks. Is this chair actually going to be in stock again or is there a potential that it will never be stock. Please confirm with me how I know that this chair will in fact be delivered and if the five to six weeks is accurate? I'm still extremely upset then I'm being charged interest fees on items that I do not have. I think it would be more appropriate for your company to place a hold on someone's money and not process it as if it was actually received that day.
Sincerely,
**** ***** ***Business Response
Date: 07/02/2025
Good Morning BBB,
We can certainly understand the frustration with being
charged interest on items that you have not received yet, however as we are the
retailer and not the customers financial institution unfortunately this is not something
we have control over.The customers order has been scheduled for 7/18/2025, they
will receive a time frame call 24 hours before their scheduled date with their
time frame window for delivery. We do look forward to having this taken care
of.Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureInitial Complaint
Date:06/18/2025
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 paid $730.39 cash for a Chase Sofa at Bob's Discount Furniture, to be delivered Friday June 13, 2025 .
There were issues with the 3rd. Party Delivery Staff, the Sofa was damaged/soiled. The Sofa was returned by the 3rd. Party Delivery Staff that same , Friday June 13, 2025.
I was told not to return to the store for the Refund, I would be mailed a check. On Monday June 17, 2025 I received an unusual email that said I had 5 Days to choose my desired type Refund.
I called both the phone number attached to the email, as well as the store where I made the purchase to confirm that the strange email that required me to answer a series of personal questions. was actually sent from BOBS . I was told that it was a ligitimate email. I asked why I needed to answer all those questions to receive a Check . I was told, the questions enabled me to participate in a Survey. I would just like to receive my Refund. Please assist. Thank you.Business Response
Date: 06/18/2025
Dear BBB,
We are truly sorry for any inconvenience. We emailed the customer to confirm the payment type. Please verify this information as soon as possible.
Kind Regards,
Thaymara C
Bobs Discount Furniture
Customer Care Corporate LiaisonCustomer Answer
Date: 06/19/2025
Complaint: ********
I am rejecting this response because: I was told Friday
June 13, 2025 that I would receive a Check, nothing was said about me receiving or having to fill out a form asking a lot of personal questions, clicking a lot of different links...my Bank advised against it and everyone I spoke to at BOB'S had me hold on, as though they had to speak to someone else before confirming the email actually came from BOB'S ! One Associate told me that the email was only asking those questions to allow me to fill out the Survey and that my Check was already in process of being mailed and to give it 8 Days. Just this Morning, I recieved another BOB'S email to Claim my refund.
Sincerely,
******** *******Business Response
Date: 06/26/2025
Good Morning BBB,
We are very sorry to hear of the concerns *** ******* is
having receiving her refund for her cancelled order. We have refunded her using our recipient
select option. With this refund process an email is sent to our customer from Bank
of America, this link does verify their identity and let them choose how they
would like to be refunded once they are authenticated.If the customer chooses not to do anything with the link, a
corporate check is automatically cut with in 5 business days.We have been able to access the customer’s account and we do
see that a check was cut and mailed to the customer. Please allow 7-10 days for
this check to be received.We are very sorry for any frustration that this has caused,
and we do look forward to getting the customer their refund as soon as possible.Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureCustomer Answer
Date: 06/26/2025
Complaint: ********
I am rejecting this response because:I have yet to receive the Check. I will be happy to drop everything once I have received my Refund.
Sincerely,
******** *******Business Response
Date: 07/07/2025
Dear BBB,
We apologize for any delays. We processed the refund in our end please let us know if the customer still didn't received the refund.
Kind Regards,
Thaymara C
Bobs Discount Furniture
Customer Care Corporate LiaisonCustomer Answer
Date: 07/07/2025
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 have received the Check. Thank you.
Sincerely,
******** *******Initial Complaint
Date:06/18/2025
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.
On May 18th, 2024 my wife (*****) and I purchased a bed set from Bob's Discount Furniture in ********* **. The shipment arrived on June 24th, 2024. This was the date we received the receipt. The total amount of this transaction was $1,474.90. These items came with a limited warranty. We took possession of the bed set the following weekend, June 29th, 2024. Once we took possession of this bed set, we stored these items until this past Sunday, June 15th, 2025. I built a bedroom for my daughter and we were not ready to move furniture in until now. Once we opened the boxes, the bed was the correct color (beige), however, the trundle that goes underneath the bed was a different color (gray). There is no damage to this item, the box itself has no damage, we simply cut the tape and seen this was incorrect. My wife and I have contacted Bob's and they will not honor this. We do not wish to return any items, we simply want the trundle exchanged for the correct color. I spoke with somebody on the phone, and they sent me a text link to Bob's Digital Assistant, which I have been corresponding with somebody via text. I have the text thread saved and I have a copy of the receipt which contains the Terms of Sale. I do have a question about a line item in the terms of sale "Resolution of Disputes: need to go through ******** *********** ***********" Not sure if that disqualifies the BBB? I've attached a copy of the Terms of Sale and a ********* **** document of the text thread between myself and Bob's Discount Furniture. I should add that we do not wish to return the item in question, we just want to exchange for the correct color. The item is still stocked, it's on their website. The only costs involved to Bob's would be trucking new trundle to ********. I fully understand it's been 11 months, but they have a 1 year limited warranty and I think they should honor that. Please call with any questions or concerns. Thanks.Business Response
Date: 06/18/2025
Dear BBB,
After reviewing the photos we can see the trundle is a different color therefore we approve a replacement. The customer can contact the store to schedule the drop off and pick up of the correct trundle. We also sent a confirmation via email. Please reply back with any questions or concerns.
Kind Regards,
Thaymara C
Bobs Discount Furniture
Customer Care Corporate LiaisonInitial Complaint
Date:06/16/2025
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 received an oversized damaged item . I sent pictures
Now they want me to take a furniture item to a ***** location it does not fit on car
I have asked ********** and return label
They are unable to help
Pablo or Paulo just repeated himself like a parrotBusiness Response
Date: 06/16/2025
Dear BBB,
We are truly sorry for any issues with the merchandise. Our team provided the return labels to the email on file unfortunately the merchandise was delivered by ***** we are unable to pick it up. Once the customer return the item the refund will be processed to the **** ending in ****. Once again we want to apologize for any inconvenience.
Kind Regards,
Thaymara C
Bobs Discount Furniture
Customer Care Corporate LiaisonInitial Complaint
Date:06/13/2025
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 have been paying on my bill and it seems that there is nothing going towards the principal of the purchase but towards the interest. It seems that when I make a payment, it is not going towards the principal of my account.
I want them to put my payments towards the principal of my account not towards the interest.Business Response
Date: 06/16/2025
Dear BBB,
The customer financed the merchandise with *******. We ask to please contact them at ###-###-#### to discuss the details about the contract.
Kind Regards,
Thaymara C
Bobs Discount Furniture
Customer Care Corporate Liaison
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