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
- 1,557 total complaints in the last 3 years.
- 500 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:04/11/2025
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 refunded
Business 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,
******** *****Initial Complaint
Date:04/11/2025
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 writing to report a highly dangerous incident involving one of your truck drivers on the *** ***** ******* today, April 9th, at approximately 8:10 AM. The driver of your truck, #****, was speeding aggressively in an attempt to pass me from behind in a merged lane. As he closed in on my vehicle, there was no space for me to maneuver safely; I found myself sandwiched between two lanes of traffic. In a matter of seconds, this driver accelerated past me, forcing my car into an unsafe lane that was strewn with debris, including broken objects. I narrowly avoided a potentially catastrophic accident due to his reckless actions. This type of behavior on the road is unacceptable and poses a serious risk to the safety of all drivers. I urge you to take immediate action by suspending this driver to prevent any further endangerment on our highways and to protect your company from any future liabilities resulting from such reckless driving. This incident cannot be overlooked.Business Response
Date: 04/24/2025
Good Morning BBB,
We are very sorry to hear of the encounter that our customer
had with one of our delivery trucks, we take complaints like this very seriously
and have submitted this to the proper channels to be addressed internally with
our teams.We truly appreciate the customer sharing this experience
with us and we are very sorry for any worry that this may have caused them.
Thank you for bringing this to our attention.Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureInitial Complaint
Date:04/10/2025
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 2 twin xl adjustable beds from Bobs in 2020. One broke. I was Given a credit and told I had 30 days to use the credit. I went In to the Richmond avenue store on 3/19/25 and used my credit. When I used The credit I asked If I could Upgrade my bed and *** out of pocket for the difference in price. The salesperson Amelia told me yes. She charged me $209.99 for the difference in price. She never explained to me that I had To return my broken bed plus the unbroken bed. When the 1 new bed was being delivered on 3/25 the delivery driver wanted to take back both my old beds from 2020. This would only leave me with 1 new bed. My husband called customer service and the store, everything was explained to him. He was told order# 404049618 would be cancelled. A new order would be put in for 2 beds for the following Saturday and I would Be receiving a refund of the $209.99 I paid out of pocket. I did receive the 2 beds the following Saturday, the 2 old beds were taken away but I never Received the refund. I called The store on Friday April 4 to follow up and spoke to Mackenzie. She said there was never a refund for the $209.99 that Amelia said there is only a store credit of $198.96 for shipping charges. I explained to her that the refund was supposed to be for what I paid out of pocket. She said my first credit was applied to my second order and I was Refunded in store credit for only the shipping charges. She put me on hold, spoke to a manager and said $198.96 would be going back on my credit card. I asked Her for the managers name she said she couldn’t tell me. She said I would Be getting email confirmation of the refund. I never Received email confirmation. I never received the refund. I feel Like I should get back the entire $209.99 back onto my credit card. Not just $198.96 but at this point I haven't Received anything.Business Response
Date: 04/23/2025
Dear BBB,
We are truly sorry for the frustration and inconvenience. We would like to know if the customer received the credit back or still having issues with the refund.
Kind Regards,
Thaymara C
Bobs Discount Furniture
Customer Care Corporate LiaisonCustomer Answer
Date: 04/29/2025
I have Not received the refund.
I was told I would Receive it but never did.Customer Answer
Date: 05/02/2025
I still Have not received a refund. Or a response.Customer Answer
Date: 05/05/2025
Complaint: ********
I am rejecting this response because:
Date Sent: 5/2/2025 11:46:15 AM
I still Have not received a refund. Or a response.
Sincerely,
****** ********Business Response
Date: 05/09/2025
Good Morning BBB,
We are very sorry to hear of the concerns our customer has
been having with the Adjustable bases that were purchased from us here at Bob’s.
We can certainly understand the frustration with any misunderstanding that came
with the reselection process.We have been able to access the customers account and we do see
that the merchandise was able to be swapped out successfully on 03/29/2025. We
have processed a refund in the amount of $209.99 to be issued to the customer.This refund will be given via uur recipient select process.
The customer will receive an email from **** ** ******* ** ***************** with a link to verify
their identity and choose the way they would like to receive this refund (direct
deposit, *** pal, ect}).The information entered will need to match out records here
at Bob’s, we have attached a copy of the original purchase receipt. Please let
us know if they have any questions or concerns. Thank you for bringing this to
our attention.Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureInitial Complaint
Date:04/10/2025
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.
Never received full credit $379.96 for chair that I never accepted on delivery date,1/5/25
2.Original sales receipt $3921.37.
3. Dispute amount $409.42
4. I paid $80.65 2/21/25 & $3460.76 2/27/25
5. Company failed to issue full credit $379.96 to forward to ***** *****. Instead charges me $148.92 and $136.91 additional to my bill Fraudently Mar 7, 2025 without my authorization or knowledge.Interest charges $28.38 now applied. Only $135.83 cr. on 3/15/25 Was applied to my bill. Still leaving this $285.83 in dispute now, interest charges of $28.38 plus $95.21 left from the original $379.96.Original credit owed to me.This Totals $409.42
I was advised that $379.96 would be credited on my 1st bill& if it wasn't to give Andrew R. a call @Bob's store. I called his cell# & store (516) 508-1190. I spoke with Andrew &advised him of issue.He advised me my bill should be $3541.41 once the credit of $379.96 was applied.
1st bill $3772.45 not $3541. 41.Called ***** *****& Andrew immediately &advised them of this issue. Andrew advised me $3541.41 is my bal &that only $148.92 had been credited to the bill so far. Still due $231.04 cr. Many calls made by me Jan-Apr regarding this issue.Was told issue was sent to accounting.A promise made to me that it would be taken care of, instead Fraudulent charges of $148.92 and $136.91 was charged on 3/7/25 on my account.Advised Brian@***** ***** put in a dispute of $285.83 claim#********.At this time I was very upset and suspicious about how my card could be charged without my authorization.No answers still. Received bill 4/1 with bal $409.42, immediately I called ***** ***** &Bob's store &now the salesman Andrew is no longer working there. The business has not solved the issue or made good faith efforts to resolve credit owed to me.
A customer should never be put through all of this unprofessionalism when making a purchase. I am very disappointed
$409.42 is not my amount to pay. I have paid my total balance in full
Sincerely,
********Business Response
Date: 04/22/2025
Dear BBB,
We are truly sorry for any inconvenience. We automatically refunded the amount of the chair we attached a copy of the receipt which shows more details. There was also a $135.83 credited to the account ending ****. Please reply back with any additional questions.
Warm Regards,
Thaymara C
Bobs Discount Furniture
Corporate Customer Care LiaisonCustomer Answer
Date: 04/22/2025
Complaint: ********
I am rejecting this response because:***** ***** rep on April 15, advised
me that Bob's never sent them copy of receipt that proves $379.96 for chair was never credited and should be credited. A copy of that receipt was fwd to ***** ***** on April 15. Also spoke with a manager, named Wilbur not Eric from Bob's called me the same day, left a message and advised me the same thing. The credit is still due to me.
Sincerely,
**** *****Business Response
Date: 05/02/2025
Good Morning BBB,
While we truly do understand the customers concerns, wells
fargo does not charge anything onto their card until it is delivered into the home.
The Armless chair was refused and rejected off the order. This would have adjusted
the financing amount before the ***** ***** card was charged.We have verified with our accounting office that this
customer was not over charged on their sale. Any other questions or concerns
regarding the charges on their card will need to go through ***** *****
directly as we are the retailer and not the financing company.We are very sorry for any inconvenience that this may cause our
customer and that we were unable to help further with their concerns.Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureCustomer Answer
Date: 05/07/2025
Complaint: ********
I am rejecting this response because:
They are very very unprofessional and has very poor customer service skills. There manager Wilbur called and admitted the mistake on my voicemail he left me on April 15, 2025 and has the copy of the same receipt that I emailed to ***** ***** showing where I was never given the full credit on April 15. 2025.
Sincerely, Dedication I still have the voicemail saved. I should have never been charged again on my card and I was never given the credit either. What a horrible company!
**** *****Business Response
Date: 05/14/2025
Good Afternoon BBB,
If the customer believes they were overcharged they will
need to file a dispute with ***** ***** directly. Again, we have verified with
our accounting office that this customer was not over charged on their sale. We
are very sorry for any inconvenience this has caused our customer.Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureInitial Complaint
Date:04/09/2025
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 3.476.41 sectional. Received a damaged piece of the sectional and bobs claimed they were sending a service person. I call two days later said they saw no service scheduled. Then say they don’t have service in my area. I’ve never even used my sectional and it’s not functional. I just want the one piece that is not functional to be replaced. Their customer service is terrible. They then claim they are going to try to get a technician out here but there’s no guarantee. They won’t order me a new replacement piece and I can’t get ahold of anyone from the local store. I live an hour away so it’s inconvenient to have to drive down to the local store to get to communicate with an actual person versus people on the phone giving me a run around.Business Response
Date: 04/25/2025
Good Morning BBB,
We are very sorry to hear of the concerns our customer has
been having with a piece of their Canyon sectional. We have been able to access
the customer’s account, and we do see that their concerns have been addressed
with our customer service team, an exchange was processed for the left arm
facing power recliner.If this is incorrect and the customer needs additional assistance
they can reply back to us here at the BBB. We do appreciate the customers feedback,
thank you for bringing this to our attention.Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureCustomer Answer
Date: 04/25/2025
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:04/08/2025
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.
Couch was deliever on March 16th of 2024. The rip happend end of February 2025. I have the **** ***** claim in but it does not cover it due to it being in a seam. So I contacted bobs late. In which I was told the year warranty was up but I had the claim in. They can’t do anything for me. The couch is a year old. I have paid 2k for the set. I need a replacement or my money back in returnBusiness Response
Date: 04/21/2025
Dear BBB,
We are truly sorry to hear about the issues the customer is having with the merchandise. The one year manufacture defect with Bob's expired on 3/16/25 however we want to review photos showing the damage and determine if we have any available options. Please reply back showing a full photo of the merchandise and a close up showing the damage area.
Kind Regards,
Thaymara C
Bobs Discount Furniture
Customer Care Corporate LiaisonInitial Complaint
Date:04/07/2025
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.
Ordered on April 1. Had you had two delivery scheduled? All items were wrong. Company refused to pick up wrong items and said correct items. Paid in total over $900. Did not resolve and would not resolve any of these issues. I received a bureau when I ordered a couch and then got a couch that was the wrong color ordered. I received a bed bracket missing a middle piece. Never received the middle piece.Business Response
Date: 04/21/2025
Dear BBB,
We appreciate you bringing this to our attention after reviewing the account the issues have already been resolved by our team. Please reply back with any additional questions or concerns.
Kind Regards,
Thaymara C
Bobs Discount Furniture
Customer Care Corporate LiaisonInitial Complaint
Date:04/04/2025
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.
Hello, we went to Bob’s in *********** ** to buy a new mattress on a Friday. We spoke to the sales person who would only acknowledge my husband. That night we had discussed what mattress we wanted and the bed frame we had. We had determined that a box spring would not be needed based on the bed frame. Due to the sales person poor customer service we left that night without purchasing the next day my husband wen take to purchase alone. He spoke to the sales person who had previously agreed we did not need a box spring, but this time he said we absolutely needed one. The order went through and when it arrived to my surprise the highest box spring they had was also delivered. We immediately called Bob’s because we had previously discussed how a box spring was not needed but the sales person conned it into the sale. We were the. Told no return could happen but an exchange for the thinner box spring was only option. Now that box spring has been delivered and the mattress is still too high, this time Bob’s also told us our mattress required a box spring despite telling us it didn’t initially and our bed frame stating no box spring is required. This was terrible customer service and experience. We ended up with a box spring we did not want nor need and had to pay for it.Business Response
Date: 04/16/2025
Dear BBB,
We are truly sorry for any inconvenience and frustration. We were unable to locate the account with the information provided. Please provide name, phone number, email or a copy of the receipt. Once we receive this information we can review the details of the complaint.
Kind Regards,
Thaymara C
Bobs Discount Furniture
Customer Care Corporate LiaisonCustomer Answer
Date: 04/17/2025
Hello, the order was placed under the name **** ***** with email ********************
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 order with us here at Bob’s, and any
misinformation that was given to our customer at the time of purchase.Typically, bed frames do require a foundation, however there
are certain frames that do not. If the customers bed frame does not require a foundation,
we would be happy to process a pickup for a refund.If the customer would like to return the foundation for a refund,
they can reply back to us here with a few dates that would work for a pick up and refund. We do look forward to hearing back from our customer and
having these concerns addressed as soon as possible.Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureInitial Complaint
Date:04/02/2025
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 do not recommend Bob's Furniture at all. I purchased a complete living room set, and the sales associate, Jeanette, strongly urged me to get the **** ********** plan to safeguard the high-quality leather couch. However, when I filed a claim for a small accidental tear, the **** ********** program put me through a runaround and ultimately denied my claim, stating that it does not cover accidental surface damage. At no time did the sales associate mention the limited protection offered by the **** ********** plan. This was very misleading.
What’s particularly infuriating is that when you call Bob's Furniture, you can select the option to report “accidental damage” by pressing 3. This highlights a clear disconnect between their promises and the reality of their policies. It's evident that this company does not stand behind its word, and the **** ********** plan seems designed to profit off customers rather than provide genuine assistance. I will never do business with Bob's again, and I will be sharing my experience widely. Buyer beware!Business Response
Date: 04/15/2025
Dear BBB,
We are truly sorry to hear about the denial with the accidental warranty ********. The merchandise came with one year against manufacture defect with Bob's which expired on 11/22/23. The five years accidental warranty with ******** still active however they have the right to deny any claims within their guidelines. For additional questions about the accidental warranty we ask to please contact them 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 LiaisonCustomer Answer
Date: 04/15/2025
Complaint: ********
I am rejecting this response because: Non-Compliance with Protection Plan
I am writing to formally reject your response regarding my claim under the **** ********** plan, as it fails to adhere to the guidelines outlined in the protection plan agreement. After reviewing the terms and conditions, it is clear that your response does not align with the promised coverage and procedures.
Specifically, the plan guarantees replacement or repair for covered damages, yet my claim was denied without a valid explanation. Your handling of this matter raises serious concerns about the legitimacy of the plan, as the lack of transparency and failure to honor the agreement suggest it is a scam.I will escalate the matter to consumer protection agencies, and share my experience publicly.
Sincerely,
*** ****Business Response
Date: 04/25/2025
Good Morning BBB,
We are very sorry to hear of the concerns our customer has
been having with the Milan set that they purchased from us here at Bob’s back
in November of 2022. We have been able to access the customers claim through ********
and the photos that were submitted.We do agree that this claim should have been covered under
their goof proof warranty. For that reason, we would like to offer a one-time courtesy
reselection credit on the Milan set, we no longer carry this sofa and loveseat
so this will give the customer a store credit for the purchase price to select
something different in the show room.We will take the current selection of merchandise back at
the same time we deliver the new selection, this credit is now active in the
account (reference number ********) and will be for the next 30 days. We do ask
that our customer visits a local show room at their earliest convenience to
have this taken care of.Please let us know if the customer has any additional questions
or concerns.Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureInitial Complaint
Date:04/01/2025
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 went to Bobs "*********** **" with my partner and we were looking for bedroom furniture for our new apartment, we were greeted by a salesman, and he was professional and walking with us throughout the store to help us chose a set, we settled on one, we ended getting the Calvin set which came with a dresser and mirror, a queen bed and side table, we were told by the salesman that the bed DID NOT need a box spring, it was more of a platform bed and had the wooden slates to support the mattress. The delivery was set for April 1st, the furniture was delivered and during the process the delivery man was rushing my partner to sign papers before he got to inspect the furniture to make sure everything it intact, well the delivery mad said we need a box spring with the bed, and the side table was broken upon delivery, the main reason why we got the bed is because we did not want a boxspring, we spent over 2k on the set and a mattress, we are very disappointed with the service and misinformation that was given to us at our initial visit to bobs, we are taking time off work to meet with people with the expectation of having things done right, and know we have to spend more money to get something we were told we do not need. I will never purchase anything from this place againBusiness Response
Date: 04/14/2025
Dear BBB,
We are truly sorry to hear about the inconvenience and miscommunication. We try to locate the account with the information the customer provided unfortunately we were unable to find it. We ask to please provide name, phone number, email or a copy of the receipt. Once we receive this information we will be able to review the account.
Kind Regards,
Thaymara C
Bobs Discount Furniture
Customer Care Corporate Liaison
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