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.
- 498 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:04/23/2025
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.
I purchased this mattress in good faith, believing it would provide comfort for my sleeper sofa. However, after using it for over 14 days, I found the mattress to be extremely uncomfortable and unsuitable for my needs. Upon reviewing the receipt, I noticed the 90-day satisfaction guarantee, which I assumed applied to all mattresses.
When I reached out to the store to request a return and refund, I was informed that sleeper sofa mattresses were subject to different policies and not covered by the same satisfaction guarantee. Despite my repeated inquiries, I was told the mattress could not be returned or refunded due to it being categorized as a sleeper sofa mattress, even though there is no mention of such an exclusion on my receipt.
The store’s responses have been vague and inconsistent, and I feel that the situation has not been handled fairly. I believe the store is in violation of consumer protection laws and its own stated return policy, as the exclusion of sleeper sofa mattresses was never disclosed to me during the purchase.
I respectfully request your office's assistance in resolving this matter. I am seeking a full refund for the mattress, including any applicable delivery fees, as it does not meet the standards of comfort or quality that were represented at the time of purchase.
Thank you for your attention to this matter. I look forward to your guidance on how to proceed with this complaint.
Business Response
Date: 04/30/2025
Good Morning BBB,
We are very sorry to hear of the concerns that our customer
is having with the sleeper mattress that they purchased from us here at Bob’s. The
sleeper mattress that this customer purchased does come with a 5 year
manufacturing defect warranty, however our sleeper mattresses are typically not
part of our mattress satisfaction warranty.We have reviewed the customers account and we do see that a
one time exception was made for this customer and we have a scheduled pick up for
5/2/2025. Once this merchandise is picked up and scanned back into the
warehouse a refund will process back to the customers method of payment.Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureInitial Complaint
Date:04/22/2025
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.
The couch that I am going to dispute the charge on is $2,338.69. This couch was too physically large for my living room, and the store manager at bobs said I would get a refund once they pick up the old couch and its original packaging. They picked up the couch from my house on 4/9/2025. And replaced the couch with the other product I purchased for $1917.22. I have attached photos of both the old and new couch in this email. Bob's Discount furniture promised me a refund of $1797.23 with a receipt of the processing refund for the item. I have also attached the refund receipt. It showed pending in my account from 4/10-21/2025. It suddenly disappeared from my account and never cleared into my account after the 3-5 business days. I called customer support and they said they have blocked the refund, I asked why and they said they needed to verify that the product was delivered at the store in their system. I just recalled them and their finance team just said they released the block on the refund because they were able to verify in their system. They stated to me I should see the funds in my account on 4/21/2025 or 4/22/2025. I do not know if this is true or not with the way they have been acting. It has been 10 business days and there is still no refund in my account.Business Response
Date: 04/29/2025
Good Afternoon BBB,
We are very sorry for any delay in our customer receiving a refund that was owed to him. We have been able to access his account and we are showing that his **** card was refunded a total amount of $ 1,797.23. the billing block from our accounting office was just released on this credit on 4/21/2025.
It typically takes 5/7 days for this to reflect back to the customers account. If the customer still has not received his refund and needs additional assistance he can reply back to us here at the BBB so we can investigate this further for him.
Thank you for bringing these concerns to our attention.
Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureCustomer Answer
Date: 04/30/2025
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 was properly refunded.
Sincerely,
***** *****Initial Complaint
Date:04/21/2025
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 bed from Bobs Furniture and I have been hearing lots of cracking from the wood and the frame boards are loose and plus the mattress and hard and the noise is waking me up and I can’t hardly get up because of back pain and I would like to exchange bed and mattress with no stocking fee and would like to delivery fee waves as well because I just got the bed and mattress on April 1 2025 and plus the couch is is very uncomfortable that I received from them as well all I want to do is to exchange furniture without the restocking fee and also no delivery feeBusiness Response
Date: 04/29/2025
Good Morning BBB,
We are very sorry to hear of the concerns our customer is having
with the recent order from us here at Bob’s discount Furniture. We have been
able to access the customer’s account and we do see that the concerns have been
resolved with our customer care team. If this is incorrect and the customer needs additional assistance
they can reply back to us here at the BBB.Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureInitial Complaint
Date:04/21/2025
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.
This company is very unprofessional and nasty. I purchased a bed that cost over $3000 dollars and it was supposed to be delivered between the hours of 9am and 12pm. They didn't show up until almost 4pm with a nasty attitude and demeanor. They were also supposed to take the old mattresses with them if their was no stains on it. My old mattresses didn't have any stains but they refused to take them. I had said that I would never do business with them again. My husband talked me into giving them another chance which I regret. My son saw a bed he loved and wanted. So like a fool, I purchased it and it was supposed to be delivered April 19, 2025 between the hours of 9am and 12:30pm. I waited all morning for them to come and deliver his new bed. My husband had thrown out the old bed early that morning to get ready for the new delivery. They arrived a little after 11:30am and called me into the room to show me a broken bed. I was so devastated because I had gotten rid of my son's bed. So now my son has no where to sleep and they are acting nonchalant because they don't care. Then someone calls and says that they can't deliver a new bed until next Wednesday. I ask them could they do it sooner cause my son has no where to sleep. They were so rude and uncaring about the whole situation. I really wish I had never did business with them after the first incident. Please help me to get a quicker resolution. This is ridiculous how they are at fault and have put my son in a bad situation where he has nowhere to sleep for 4 days and no one cares. This business is so unprofessional, rude, and nasty. I will never purchase anything else from them ever.Business Response
Date: 04/29/2025
Good Morning BBB,
We are so sorry to hear of the concerns our customer has been having with their recent purchase of a
bed for their son. We take these complaints very seriously, and it is never our
intent to disappoint a customer.We have been able to access their account and we do see that
this bed was successfully delivered on 4/23/2025 with no further concerns.
However, we can certainly understand the frustration with the experience they
had leading up to this.We have processed a refund of the delivery fee in the amount
of $69.99 to their wells fargo account as a symbol of our apologies. Please allow 1-2 billing cycles for
this to reflect.We will share this insight 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 FurnitureCustomer Answer
Date: 05/01/2025
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:04/21/2025
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 spoke with someone on chat support last Saturday via chat. I sent her a photo of a table that was dark wood that I was unable to find on the website. The she sent me a link to a table and said this was the table. I asked why the table she sent was a lighter color and she said because of lighting. We purchased the table based off that she said this was the table.
Today April 18th we received the table. The table was a light wood colored compared to the picture I sent her. She sent me the wrong table to purchase. I spoke with someone on chat and they informed me that I am unable to return the item. I explained to them that this was the her fault and we should be able to return it.
I’d like them to pick up the table/chairsfor a return and issue a refund back to my original payment method.
Please see attached files for conversation with designer.Business Response
Date: 04/29/2025
Good Morning BBB,
We are so sorry to hear of the experience that our customer
had with their recent purchase with us here at Bob’s Discount Furniture. We
have been able to access the customer’s account and we do see that these
concerns were resolved with our customer service team.The table has been scheduled for a pick up and refund back
to the customers original method of payment. This is scheduled for today
4/29/2025. Once the table is picked up and scanned back into our warehouse the
refund will begin to process.If this is incorrect and the customer needs additional assistance
they can reach back out to us here via BBB. We do look forward to having this
taken care of as soon as possible, thank you for bringing these concerns to our
attention.Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureBusiness Response
Date: 04/29/2025
Good Morning BBB,
We are so sorry to hear of the experience that our customer
had with their recent purchase with us here at Bob’s Discount Furniture. We
have been able to access the customer’s account and we do see that these
concerns were resolved with our customer service team.The table has been scheduled for a pick up and refund back
to the customers original method of payment. This is scheduled for today
4/29/2025. Once the table is picked up and scanned back into our warehouse the
refund will begin to process.If this is incorrect and the customer needs additional assistance
they can reach back out to us here via BBB. We do look forward to having this
taken care of as soon as possible, thank you for bringing these concerns to our
attention.Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureCustomer Answer
Date: 04/29/2025
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.the table is scheduled for pick up today
Sincerely,
****** *********Customer Answer
Date: 04/29/2025
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.the table is scheduled for pick up today
Sincerely,
****** *********Initial Complaint
Date:04/17/2025
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.
purchased furniture along with the goof proof protection plan... the furntire is legit falling apart. I have filed several claims, taking the cushions into the store and no one will help. I just want to replace the furntiure with something else !!!!!!!Business Response
Date: 04/25/2025
Good Morning BBB,
We are very sorry to hear of the concerns our customer is
having with the Sofa they purchased from us here at Bob’s in May of 2022. This
merchandise came with a one year warranty against manufacturing defects that
did expire in May of 2023.The Goof Proof protection is a plan through a third-party company,
********. ******** covers the merchandise damage resulting from a single
accident for up to five years.We have been able to access the customers claim (Ticket number *******/*******)
the customer did not report a one time accidental occurrence that caused this
damage, they reported that it happened during normal use of the product.
Unfortunately, normal use does not fall under a covered accident with the goof
proof plan.******** has the right to deny claims for coverage under their own
guidelines. It is never our
intent to disappoint a Customer but due to a lack of warranty with us here at
Bob’s and no covered accident reported we do not have a resolution moving
forward for this claim. Thank you for understanding.Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureInitial Complaint
Date:04/16/2025
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.
We purchased this set two reclining manual love seats that our actually not a year old after all the delivery confusion.
Also a power recliner.
We within 7 months time this out fit has fallen apart.
The seats have sunken in and they don't recline
I had a incident last night where I had a severely blood sugar attack. And therecliner would not . And I am handicapped.
This whole set set the girl that came out said they had nothing but complaints
I am hoping to resolve this soon.Business Response
Date: 04/25/2025
Good Morning BBB,
We are very sorry to hear of the concerns our customer has
been having with their Trevor set. We have been able to access the customer’s account,
and we do see that their concerns have been addressed with our corporate
office.We will share this insight 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 FurnitureCustomer Answer
Date: 04/26/2025
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:04/15/2025
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.
Please get back to me directly. I expect a fair resolution.
Service Request #*******
Sincerely,
**** *******Business Response
Date: 04/24/2025
Good Morning BBB,
We are very sorry that our customer is having trouble with a
claim. We are unable to locate an account with any of the information that the
customer has provided.We do ask that they reply back to us via BBB with
the original order number, phone number and name that would be on their account
with us here at Bob’s. If they could also include their complaint details of
what is going on we would be happy to look into their concerns.We do look forward to hearing back from our customer.
Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureCustomer Answer
Date: 04/24/2025
Complaint: ********
Order ********
Phone **********
Sincerely,
**** *******Business Response
Date: 05/01/2025
Good Morning BBB,
We are so sorry to hear of the negative experience that our
customer has had with us here at Bob’s. We have been able to access the account
with the information provided by the customer and we do see that this has been
handled with our corporate office directly.If this is incorrect and our customer needs additional
assistance they can reply back to us here via the BBB. Thank you for bringing
this to our attention.Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureInitial Complaint
Date:04/14/2025
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.
Bobs discount furniture, explained that there was a one year manufactures warranty, which ended up not covering the damage, I had purchased additional coverage, It was also explained to me that that wasn't covered either. Its my own fault for not reading the entire terms of coverage at the time I had no Idea what it covered, I am just disappointed that it hasn't even been a year since purchase and the product is falling. To me I payed premium price for a product and purchased the extra protection and I cant even get product repaired or replaced.Business Response
Date: 04/24/2025
Good Morning BBB,
We are so sorry to hear of the concerns our customer is having
with the loveseat that they purchased from us here at Bob’s in July of 2024. We
have been able to access the customers account and approved a one-time courtesy
replacement of the merchandise.We have processed a reselection credit (reference number ********)
in the customers account. This credit will give them equal value of what was
paid to select something different in the show room. If the customer does
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 selection to the customer. This credit is now active and will
be for the next 30 days. We do ask that they visit their local show room at
their earliest convenience to have this taken care of.Please let us know if they have any additional questions or
concerns.Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureInitial Complaint
Date:04/11/2025
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.
I have been reaching out to schedule my pickup since April 2.
I've had two customer service, two managers, a chat Transcript and two schedulers in which had called me on 4/3 and 4/8 stating that I will be scheduled for 9a-12n to have the mattress at my residence picked up.
I work in the afternoons and i've been stressing this since April. I have no one that can wait at my apartment to wait for this pick up.
Because of this back-and-forth, I had to take money out of my pocket to buy myself another mattress and need my money to be refunded back to me.
It is not fair that I had to spend additional money for another mattress. This mattress has been hanging out in my house for over 3 weeks waiting for me to be refundedBusiness Response
Date: 04/24/2025
Good Morning BBB,
We are so sorry to hear of the concerns our customer has had
with returning their mattress. We have been able to access the customers
account and we do see that it was picked up and refunded back to the customers method
of payment on 4/22/2025.We will share this insight 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 FurnitureCustomer Answer
Date: 04/24/2025
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,
******** *****
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.