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
- 1,549 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:08/25/2022
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.
In July 2021 we purchased a new power reclining sectional from Bob's Discount Furniture in ******** **. We received delivery in November 2021. The product was damaged and they ordered replacement parts to repair it in December 2021. The replacements parts were defective and replaced in January 2022, but had damaged our newly refinished hardwood floors (refinished in August 2021). I submitted pictures and filed a property claim, assigned number 449580 at the end of January 2022. They requested additional pictures and the estimate for the repair work. We had difficulty in getting a repair business in for the estimate and repair work, but finally submitted requested additional pictures and the estimate for floor repairs in May 2022. I was told that I would be followed up with. Since May I have had dozens of phone calls, text messages (their preferred communication channel), and emails trying to find out what is happening with my claim. All I am told is that my claim was submitted to Bob's third party insurance company, Broadspire, and they will be in contact with me. I have received no response, can't speak with any managers in Property Claims. It has been 3 months and I just get sent in circles. I would like to collect the $3,492.49 in order to get my floors refinished again to repair the damage caused by their defective products. I am only seeking the damages to repair the floor. There are additional costs for hotels, etc, as we cannot stay in our home for a week while the floors are repaired. But I am only seeking the cost for the floor repair.
Business Response
Date: 09/01/2022
Dear BBB,
We are very sorry for the inconvenience and frustration. We reached out to the property claim department they will be getting back to the customer with an update.Kindest Regards,
Thaymara C.
Bobs Discount Furniture
Customer Care Corporate LiaisonInitial Complaint
Date:08/24/2022
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 couch from Bobs furniture in ****** ****** ** for around $2,000.00. It arrived broken but no issues because I was told they'd do an even exchange and all was well. Not only was the delivery delayed multiple times, when it was delivered on August 23, 2022, they wouldn't exchange the full couch. So the delivery crew took off with half the couch and the delivery individual, wish I could remember his name. This individual was the most aggressive and threatening individual I've ever met. He made me and my fiancé feel very uncomfortable and in danger. I want to share this with anyone that is thinking about or wants to purchase from Bobs Furniture, please do not. The fact they've continuously messed up and let an individual into my household that could've caused harm to me and my family. Look elsewhere trust me. I'm distraught and still shaking from my interaction with this individual. Hope they take the right actions moving forward.Business Response
Date: 08/31/2022
Good Morning BBB,
We are so sorry to hear of the experience the customer had with
our delivery team. We have made sure a complaint has been submitted for this;
we take these concerns very seriously and want to assure the customer that we
will have this handled.We are so sorry that we have been unable to meet the customers
expectations on this order. Thank you for bringing these concerns to our
attention.Kindest Regards,
Brittney W.
Bobs Discount Furniture
Customer Care Corporate LiaisonCustomer Answer
Date: 09/01/2022
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:08/24/2022
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.
To whom this may concern,
On July 14, 2022, I was scheduled to receive a Replacement bed from Bob’s Discount furniture. Please reference-Invoice No.: **********, white glove service delivery, serviced by Carlos R****. This has been an ongoing issue since the purchase of this bed, which was several months ago. When my delivery arrived the person delivering the bed was rude. He kicked my items and once he finished delivering the bed he asked that I sign a blank screen. I didn’t want to sign anything that did not state exactly what I was signing. He insisted on this. When I began to feel unsafe in my home, I asked him to leave, he stated “he wasn’t ::expletive:: leaving”. Then he began taking pictures of my home and the items in it also of my car an front of my house an threaten he come back. The police were called to my home due to his aggressive and threatening an provoking demeanor. This is completely unacceptable behavior he destroy items in my house . Is this the kind of customer service that Bob’s offers it’s customers? I expect to be contacted by one of your customer service managers to discuss this matter, as I am filing a complaint with the BBB Thank you.Business Response
Date: 09/02/2022
Dear
BBB,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer. This was a completely unacceptable behavior. We filed a complaint against the delivery team and its been address internally. We ask for the customer to provide details and photos if available of the items the team damage we want to make sure we address all of the concerns and have them resolve as soon as possible. We provided the following compensation $100.00,$200.00,$100.00,$ 430.00 due to different inconveniences. We value our customer and appreciate the details Mr. ******** provided since now we will be able to addressed them.Kindest Regards,
Thaymara C.
Bobs Discount Furniture
Customer Care Corporate LiaisonCustomer Answer
Date: 09/02/2022
Complaint: ********
I am rejecting this response because:
Sincerely,
**** ********ive tired to call them number of time they said they will replace anything damage an that will send me a link to send photos an hang up on me or tell me a manager will call me they hung up on a few times i need this resolve asap also the bed they send me is defective
Business Response
Date: 09/13/2022
Dear BBB,
We ask the customer to please send the photos and details using this BBB channel to avoid any further inconveniences.
Kindest Regards,
Thaymara C.
Bobs Discount Furniture
Customer Care Corporate LiaisonCustomer Answer
Date: 09/19/2022
Complaint: ********
I am rejecting this response because:
Sincerely,
**** ********Glass door sneaker an bed damage
Business Response
Date: 09/23/2022
Dear BBB,
We ask to please attach the photos showing the damages and full photo showing the merchandise.
Kindest Regards,
Thaymara C.
Bobs Discount Furniture
Customer Care Corporate LiaisonInitial Complaint
Date:08/24/2022
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 made a purchased in February. I received partial delivery in February. The other part of delivery was promised forMarch never came push to April, when furniture was delivered but was able to put together because the wrong parts delivered It took over 4 times to get it together.
I was offered a credit of $273.79,
Bobs furniture only credit me $100.00
I’m which that wasn’t the agreet.Business Response
Date: 08/31/2022
Good Morning BBB,
We are very sorry to hear of the concerns the customer has
had with receiving a refund. We have reviewed the account and we do see that
our accounting department offered the customer a refund in the amount of
$173.79 to settle a dispute that was filed.We have no documentation of the customer being offered more
then this amount. We are very sorry we have been unable to meet the customers
expectations on this purchase.Kindest Regards,
Brittney W.
Bobs Discount Furniture
Customer Care Corporate LiaisonCustomer Answer
Date: 09/01/2022
Complaint: ********
I am rejecting this response because:
Sincerely,
****** *****I was offered an offer over the phone in which you should have on record who contacted me. I originally made the dispute about the item purchased. The shipment was horrible and had to dispose multiple parts of the wrong bed. The delivery people and technicians refused to take.
I want to be credited the amount agreed on.
Business Response
Date: 09/09/2022
Dear BBB,
The refund of $173.79 was processed unfortunately we are unable to locate any other notes stating additional refund or offers. We are truly sorry for the frustration.
Kindest Regards,
Thaymara C.
Bobs Discount Furniture
Customer Care Corporate LiaisonInitial Complaint
Date:08/23/2022
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.
There was a fraud purchase made with my account #******* for the amount of $2639.34 at bobs discount furniture in ******* ********** *********** at ******* ******, *** ******* ****** ****, *******, ** ***** I contacted them to try to resolve the issue they told me they had the individual on camera and a name of the person who picked it up the purchased items but they will not clear my name they want me to contact the financial institution which is **** ********* *** and they also couldn’t assist me on the issue now both parties want me to pay for something I did not purchase I filed an identity theft report to the local police department to try to resolve this.Business Response
Date: 09/06/2022
Dear BBB,
We are very sorry for the inconvenience and frustration. We reached out to the financing company they're researching and looking into the potential fraud. We apologize again for any delays and frustration.Kindest Regards,
Thaymara C.
Bobs Discount Furniture
Customer Care Corporate LiaisonCustomer Answer
Date: 09/06/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is Moving a little more I hope they can resolve this issue as soon as possible.
Sincerely,
******* *******Initial Complaint
Date:08/23/2022
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 ordered 2 Beds from Bob's Discount Furniture. One Queen and One Full. The order was placed on August 13, 2022. On August 19 I received a delivery from this company. The delivery consisted of HALF of each bed. The headboard of the full bed and the rails/sides of the Queen bed. I called immediately and was given 3 stories, including this poor Customer service telling me I have to wait another 3 to 5 business days for delivery of my other bed which there is no other bed because I did not receive a complete bed to begin with. I told them to come get what they delivered and give me my money back and they told me they cannot refund the bed already delivered (again I don't have a complete bed to begin with). This business needs to take accountability and stop taking money from people and not wanting to make them whole. I work hard for my money and I want what I paid for and for them not to keep taking advantage of people! I will be calling an attorney for consumer fraud next!Business Response
Date: 09/01/2022
Dear
BBB,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer. We are truly sorry to hear the beds were only partially delivered unfortunately the two beds come directly from the vendor via ***** based on the notes on the account Web Support team was working on a replacement there was also a $100.00 gift card processed for the inconvenience.Kindest Regards,
Thaymara C.
Bobs Discount Furniture
Customer Care Corporate LiaisonInitial Complaint
Date:08/22/2022
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 sectional from Bob's discount furniture and goof proof. It ended up being defective and they replaced it and I purchased goof proof AGAIN! So, now the couch is going through the same exact problem again. I contacted them LAST YEAR! They lied and continuously lied to me and now they ignore me all together. I want my couch replaced or the money back for the couch. This is theft and fraud. If my son gets hurt on this couch where the wood is poking out then there will be a huge problem.Business Response
Date: 08/29/2022
Dear BBB,
We
are very sorry for the inconvenience and frustration. The sectional came with one year manufacture defect with Bob's which expired on 3/26/19 and five years accidental warranty with ********. 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 your expectations.
Kindest Regards,
Thaymara C.
Bobs Discount Furniture
Customer Care Corporate LiaisonInitial Complaint
Date:08/22/2022
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 table from Bob’s Discount Furniture on May 30th, 2022. I never expected to be given such horrible service after I had purchased products. I’d understand if it was just from one individual but it came from multiple departments their text mobile help center, the delivery crew, and even the manager. The manager at this location could not even be bothered to help us, when I had approached her.
We had gone to Bob’s Discount to purchase a new couch set and table set. That table has since been replaced twice, we no longer wish to continue business with Bob’s after several interactions with their employees.
The table that has caused us so much trouble arrived on, June 10th, 2022, it was assembled incorrectly, we notified their help center for repair, but they couldn’t repair it, so they replaced it. After I received the 1st replacement table, only 1 week had passed before one hinge that allows the table to open and expand had broken and another already cracked. It did not give us a lot of confidence in the product. Only my partner and I live together, and we liked the design for when we would entertain guest. When we notified the customer text line, how we felt they assured us that they would send a supervisor to inspect the 2nd table before it was sent. When I received the 2nd replacement table, I inspected it and noticed, 2 flaws right away, that when it opened the support did not even touch the table extension and when it closed it would not close properly. So we knew it would not be long before the table would snap at the hinges again, and of course they did after only 1 week. Again we reached out to the customer text line for the 3rd time.
We requested a refund, with no support. When we spoke with Logan, from customer support he refused to pass us to a supervisor when requested. Only after we explained that it would be cheaper to refund us then continually replace the table weekly, did put us for a “reselection”, which is not what we wanted.Business Response
Date: 08/27/2022
Good Morning BBB,
We are very sorry to hear about the issues that the customer
has had with trying to get their kitchen table set delivered.We have reviewed the account and we will agree to off the
customer a pick up and a refund for the table set. If the customer would like
to accept this offer they can reply back to us with a few dates in the next few
weeks that would work for them for a pick up.We do look forward to hearing back from our customer.
Kindest Regards,
Brittney W.
Bobs Discount Furniture
Customer Care Corporate LiaisonCustomer Answer
Date: 08/30/2022
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. What is the refund amount? I would like to keep the this case open until refund is received. Dates available for pick up of the table earliest would be 9/2/22-9/5/22 anytime, or the following week 9/9/22-9/11/22 anytime.
Sincerely,
******* ******Initial Complaint
Date:08/22/2022
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 have been calling for over 2 months now and waiting at least 2 hours to have no one pick up. Then no one answers even if there is a message option. So frustrating as we spent a lot for the protection plan to cover even stains and other things. So I had to go into the STORE and talk to a manager and ask why no one ever picks up for the claims department. They did not give me a good response, just said to do it online and do it. Now we did that as well and attached is the claim departments letter saying they would get back to us (this is marked 08-05-2022) within 2 to 3 business days, they never did. Now we have even more issues with the pull out couch and can not get anywhere. We are so frustrated and no one helps. It is like they got their money and that is all that matters. So we are setting here having a damaged item and no where to turn. And everyone just passes the issues along. No one takes initiative or responsibility for any of this. This should not be the way a business is run, nor how it should treat their hard working customers.!!!!Business Response
Date: 08/27/2022
Good Morning BBB,
The Goof Proof protection is a plan through a third party company,
********. ******** covers the
merchandise damage resulting from a single accident. We are very sorry to hear that the customer
is having a hard time receiving an update on this claim.Unfortunately, the customer will need to contact ******** directly
to receive an update. The status of their claim can be checked on *****************.We are very sorry we are unable to help further with these
concerns, and we do hope the customer is able to receive an answer regarding
their claim soon.Kindest Regards,
Brittney W.
Bobs Discount Furniture
Customer Care Corporate LiaisonInitial Complaint
Date:08/19/2022
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 leather sectional couch from Bob’s Furniture and paid 3,000 for the piece. The leather is all peeling and when I went into the store to explain the situation, they weren’t helpful in any way. Unacceptable!! This shouldn’t have happened. I am about ready to call **** ** **** because I have gotten no where with this terrible company!!Business Response
Date: 08/25/2022
Good Morning BBB,
We are sincerely sorry that Ms. ******* is
experiencing issues with the merchandise that they purchased from Bob’s. I see the purchase was delivered in August of
2014. At the time the sale was created we offered a five year manufacturing
warranty through Bobs.After reviewing his account history, it
appears the manufacturing warranty through Bobs had expired in August of 2019. While
we truly wish we were able to honor recourse for Ms. *******’s concern, they are no longer covered through Bobs. We are very sorry we were unable to meet their expectations.Warm Regards,
Brittney W.
Bobs Discount Furniture,
Corporate Customer Care Liaison
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