ON MONDAY SEPTEMBER 27,2021 I PURCHASED A COTTAGE CHIC C FIRM TWIN SET WITH ELITE; A POWER BOB ELITE TWIN ADJUSTABLE MATTRESS; BED PROTECTION TWIN BEST PACKAGE WHICH INCLUDED THE FITTED BED PROTECTOR TWIN SIZE, THE TOTAL ENCASMENT BED PROTECTOR AND PILLOW PROTECTOR. THE SALES REP INFORMED ME THAT THESE ITEMS WOULD BE DELIVERED TO MY RESIDENCE ON SEPTEMBER 30,2021. ON SEPTEMBER 30,2021 THE TWO DELIVERY DRIVERS ARRIVED WITH MISSING ITEMS. THEY BOUGHT ME A BED FRAME AND MATTRESS BUT NO PROTECTIVE MATTRESS BED PROTECTOR. THIS WAS UN ACCEPTABLE. THEY STATED IT WAS A BACK ORDER BUT AS A LOYAL CUSTOMER, AND VIRUSES; ESPECIALLY WITH COVID-19, THIS PROTECTOR COVER ITEM WAS EXTREMELY IMPORTANT. AFTER GETTING OFF THE PHONE WITH A SALES REP I INFORMED THEM TO TAKE THE ITEMS BACK. AND TO DELIVER ALL ITEMSTO ME AT THE SAME TIME. I WAS VERY UPSET BECAUSE THIS BED WAS FOR A DISABLED INDIVIDUAL. NOW THEY WOULD HAVE TO WAIT ANOTHER MONTH. AT THIS TIME A MANAGER TEXTED ME AND STATED THAT THEY WERE SORRY FOR THE INCONVENIENCE AND THE MISTAKE THAT WAS MADE. I EXPLAINED TO HIM THE BED WAS NEEDED FOR MEDICAL REASONS. HE THEN TOOK OFF THE DELIVERY FEE, AND SAID THAT THE ITEMS WILL BE RESCHEDULED FOR DELIVERY FOR TUESDAY OCTOBER 26,2021. I RECEIVED AN EMAIL CONFIRMING ALL ITEMS AND THE DATE OF DELIVERY. ON TUESDAY OCTOBER 26,2021 TWO DELIVERY MEN ARRIVED. THIS TIME THEY ARRIVED WITH THE BED PROTECTION PACKAGE; POWER BOB ELITE TWIN ADJUSTABLE BASE BUT NO MATTRESS. I WAS FURIOUS. HOW DO YOU SEND OUT THE FRAME AND PROTECTION FITTED COVERS BUT NO MATTRESS? THE WORKER CONTACTED THE DELIVERY DEPARTMENT. ACCORDING TO THE COMPUTER IT STATED THAT ON WEDNESDAY SEPTEMBER 23,2021 ALL ITEMS WERE TAKEN BACK EXCEPT THE MATTRESS. OF COURSE THIS WAS AN ERROR AND MISTAKE NUMBER TWO. THE REPRESENTATIVE STATED THAT THEY APOLOGIZE FOR THIS MATTER. I DECIDED TO KEEP THE BED FRAME AND PROTECTION COVERS AND NOT CANCEL THE ENTIRE ORDER OF $1,674.49. BECAUSE THE REPRESENTATIVE ASSURED ME THAT THE MATTRESS WOULD ARRIVE ON FRIDAY OCTOBER 29,2021. I REQUESTED FOR THE MATTRESS TO BE DELIVERED THE NEXT DAY ON WEDNESDAY OCTOBER 27TH INSTEAD OF WAITING FOR FRIDAY OCTOBER 29, DUE TO ME BEING INCONVIENCED A SECOND TIME; BUT THEY COULD NOT HELP ME. I ALSO REQUESTED TO BE COMPENSATED DUE TO ANOTHER DAY BEING LOSS AND HAVING TO RESCHEDULE 2 APPOINMENTS. THEY REFUNDED ME $50.00, AND STATED THAT WAS ALL THEY COULD DO BECAUSE THEY ALREADY COMPENSATED ME FOR THE FIRST MISTAKE. THAT WAS A TOTAL SLAP IN THE FACE. I DIDNT MAKE THE MISTAKES. THERE IS NO COMMUNICATION WITH THE WORKERS AND COMPUTER SYSTEM. AT THIS POINT I AM TRULY UPSET AND VERY DISAPPOINTED WITH BOB'S DISCOUNT STORE AND MANAGEMENT; AND I DO NOT TRUST THEM. I CHECKED MY EMAIL AND EVEN CALLED TO MAKE SURE THAT ON FRIDAY OCTOBER 29,2021 WHICH IS TODAY I WOULD RECEIVE MY MATTRESS WITHOUT ANY DELAYS OR PROBLEMS. AT 5:45 A.M. I RECEIVED A CALL THAT MY MATTRESS WILL BE ARRIVING IN 50 MINUTES. AT APPROXIMATLEY 7:45 A.M.THE TRUCK ARRIVES. ONE DELIVERY MAN COMES TO MY DOOR AND ASKS" CAN YOU SHOW ME WHERE THE MATTRESS IS GOING"? I SHOWED HIM THE BACK ROOM. HE THEN STATES "OKAYBEFORE WE BRING IN THE NEW MATTRESS WE HAVE TO PICK UP THE OTHER MATTRESS." EXCUSE ME. ACCORDING TO HIS RECORDS BOB'S DISCOUNT DELIVERY DEPARTMENT SYSTEM IT SAYS ON SEPTEMBER 27TH WHICH WAS THE FIRST DELIVERY DATE; THE MATTRESS WAS DROPPED OFF. I TOLD HIM I NEVER RECEIVED THE MATTRESS. THE DRIVER TOLD THE SECOND DRIVER TO PUT THE MATTRESS BACK ON THE TRUCK. AT THIS TIME I CALLED THE DELIVERY DEPARTMENT AND THE DRIVER USED HIS PHONE TO CALL THEM AS WELL. I HAD ENOUGH. AFTER 20 MINUTES IN THE COLD, 2 REPRESENTATIVES ON THE PHONE; MY REPRESENTATIVE SAW AND CORRECTED THE MISTAKE AND INFORMED HER COLLEAGUE WHO WAS ON THE PHONE WITH THE DRIVER THAT I CAN RECEIVE MY MATTRESS. THIS HAS BEEN A TRUE NIGHTMAREON MY STREET. I WILL NOT RECOMMEND BOB'S FURNITURE STORE NOR WILL I USE THEM AGAIN. WHAT MAKES IT SO BAD THE SALES ASSOCIATE AT THE FLATBUSH(BROOKLYN LOCATION) WHO MADE THE SELL, STATED THAT IF THERE WAS ANY PROBLEMS TO CALL HIM. EVERYTIME I DID HE STATED TO TEXT HIM IF YOU TEXED HIM HE WOULD TELL YOU HE WILL CALL YOU BACK OR IF YOU CALLED THE STORE HE WAS AT LUNCH, STEPPED OUT OF THE STORE OR WOULD PUSH ME TO VOICE MAIL. THIS WAS VERY UNPROFESSIONAL. ITS OKAY. I LEARNED MY LESSON. I SHOULD HAVE READ THE RECENT REVIEWS FIRST. I SHOULD HAVE BEEN COMPENSATED FOR MORE THAN WHAT THEY GAVE ME. I HAVE BEEN VERY STRESSED OUT OVER THIS MATTER AND IT WAS DIFFICULT FINDING A PLACE FOR THE INDIVIDUAL TO SLEEP WHO NEEDED THIS BED ON SEPTEMBER 27TH. SUCH A BAD EXPERIENCE.

DON'T BUY FROM BOB'S!
I purchased a (3) piece electric sofa, (2) massage chairs, (2) end tables, and a coffee table in November of 2018. I paid $3915. 00 for this furniture, and I also purchased the additional goof proof protection.
Around July of 2020, my electric sofa set stopped working. The left facing recliner, does not recline at all, nothing happens when you press the button. All the other buttons work such as the lights and headrest. The right facing recliner, is stuck in the open position. When you press the button, nothing happens. All the other buttons work such as the light and headrest.
From July 2020 to October 2020, I tried contacting Bob's customer care line. Each time I spent hours on hold waiting to either get ahold of someone, or when I finally did, the call would get disconnected. I was not able to speak to anyone at customer care at all.
On October 20,2021, I contacted the chat line, I chatted with Byron R from 3:36pm-5:57pm. After a long debate Byron got approval to schedule a service technician to come to my home a inspect the sofa set.
On October 23,2020, I contacted the chat line to receive my two-hour window as to when I should expect the service technician. I chatted with Nelly Klarks from 11:09pm-11:43pm.
On October 24,2020, the service technician inspected my sofa and determined both sides had manufacturing defects (which were still covered under an extended warranty.) I spoke with a customer service agent who placed a parts order for both sides of the sofa.
On October 28,2020, I contacted the chat line to schedule a service technician to come install the parts I received for my sofa. I chatted with Marlen from 5:40pm-7:17pm, and she scheduled the technician for November 3,2020.
On November 2,2020, I contacted the chat line to receive my two-hour window as to when I should expect the service technician. I chatted with Andrew It from 11:51pm-12:16am.
On November 3,2020, the service technician came to my house to install the parts, once he opened the boxes, he noticed that both parts were sent to me damaged. The service technician tried to contact customer care but was unable to speak with anyone, so he told me to contact them the following day.
On November 4,2020, I contacted the chat line to find out how Bob's would like to proceed forward. I chatted Ashley F. From 2:05pm-3:03pm, Ashley reordered new parts for my sofa.
On November 9,2020, I contacted the chat line to schedule a service technician to come install the new parts I received for my sofa. I chatted Ashley F. From 6:28pm-8:09pm, she scheduled the service for 11/12/2020.
On November 11,2020, I contact Bob's customer care line to receive my two-hour window as to when I should expect the service technician.
On November 12,2020, the service technician came to my house to install the parts, once again when he opened the boxes, he noticed that both parts were sent to me damaged. The service technician contact Bob's customer care and recommended a replacement, he then handed me the phone and I spoke with the representative. She told me that although the service technician recommended a replacement, they would have to try one more time to send me the parts. She stated I should receive the parts within the next two weeks.
On December 2,2020, I emailed Bob's customer care to inquire where my parts were since I had yet to receive them. I received an email back stating the parts were on back order and that I would not receive them until February 2021.
On March 1,2020, I called Bob's customer care to inquire where my parts were since I had yet to receive them. The representative stated that the parts were delayed even more and that I should receive them toward the end of March 2021.
On March 27,2021, I emailed Bob's customer care to schedule a service technician to come install the new parts I received for my sofa. They scheduled the service technician for March 31,2021.
On March 31,2021, the service technician came to my house to install the parts, once again when he opened the boxes, he noticed that one part was sent to me damaged and the other part was fine to install. He installed the one part but never hooked up the electric cords to ensure that it works. He then contacted Bob's customer care. He explained that he did replace right side facing mechanism, but the left side facing mechanism came in damaged again. He then recommended a replacement and handed me the phone. I then spoke with the customer representative who told me they would order another part. I explained to them that thus far 1 out of 8 parts were delivered undamaged, I have now taken 4 days off from work and my sofa is still not repaired. I then got transferred to an escalations agent who explained to me that she was submitting in a replacement form to her manager, and I should receive an email confirmation once it was approved. She told me that I should receive this email within a week.
On April 15,2021, I called Bob's customer care, after speaking to many representatives on many levels who knew nothing as to what I was referencing, I finally was able to speak to a Supervisor Debbie. I explained to Debbie everything that had occurred and that I never received the email confirmation for the exchange. Debbie explained to me that the request had been denied and that she had no resolution for me. I was flabbergasted. I spent a lot of money on a living room set that did not even last two years. I have spent almost an entire year trying to get my sofa set fixed. Days of work lost, hours of my life chatting, emailing, and calling Bob's to resolve this issue. Eight large sofa mechanisms I had to dispose of because Bob's does not take their damaged parts back with their service technicians. I spent $160.00 in dump fees to dispose of these parts that were delivered to me damaged. Debbie then told me the only thing she could do is place another part order. I explained to her that thus far 1 out of 8 parts were delivered undamaged and I have been waiting almost a year to use my sofa, that I spent a lot of money for. I explained to Debbie that I can no longer afford to dispose of any more damaged parts from Bob's and that she is not offering me any resolution. I then asked to speak to Debbie's supervisor. Debbie would not allow me to speak to her supervisor but promised me that she would personally ensure that her supervisor contact me within the next 48 hours. I explained to Debbie that Bob's Furniture has never called me, every time they tell me I will receive a call I never do. Once again Debbie promised that I would receive this call, in which I never have.
To date I have yet to receive any phone call or email from Bob's Furniture to resolve these issues. I have a damaged sofa set that I have not been able to use for over a year. I have lost five days of work from attempted service calls and time spent trying to contact Bob's Furniture. I am out $160.00 in dump fees from disposing of damaged parts that Bob's Furniture sent to my house.

Shop at Bob's often best service yet from Kristy Leotto in Warwick RI store she was so helpful and just a delightful lady!