Bob's Discount Furniture and Mattress Store — Attraction in Burbank

Awful Customer Experience – Bob’s Discount Furniture (January 2021)

I am writing to share a perfect example of “poor customer service” and lack of “empathy” all the way around. Two weekends ago, I purchased a bedroom set from Bob’s discount furniture located in Burbank, California.

The day I made my purchase, I realized during the sales transaction there was a mistake made by the sales person which was corrected before I left the store. I had also made it very clear to the sales person that I needed the bed as soon as possible since the one I had was in bad shape and I was willing to schedule a different delivery date for the dresser. We agreed on a date for the bed and a night stand to be delivered and a dresser two weeks later.

A few days before the delivery date, I made the decision to contact the Customer Care Department to inquire about moving the date to a few days later due to the rain forecast. The employee that I spoke with seemed to have had difficulty assisting me and placed me on hold for a few minutes. When he came back, he stated that there were no delivery appointments available for the immediate weekend, and that the next available appointment was going to be in about two weeks. Therefore, I told him just to leave the original delivery date the way it was and I would just have to take a chance with the rain situation.

When the day of my original delivery came there was no delivery. I waited three hours from 7:00 am to 10;00 am, which was my delivery window and no one from Bob’s discount furniture showed up. As it got closer to 9:30 am, I started calling the Burbank store which was closed until 11:00 am and then called the “Customer Care” phone line which is mostly automated and didn’t give me the opportunity to speak to a live person. In the process of waiting for my delivery, I missed two hours of work, which I will not be compensated for because I am an hourly contractor.

I finally got a hold of a customer service employee (Jackie) from the Burbank store who seemed to understand my frustration and attempted to help me. She stated that the soonest they could deliver my bed was seven days later. I explained to her that I had slept on the floor the night before because I got rid of my bed (old furniture) as instructed by Bob’s discount furniture. She offered to transfer me to their “Customer Care Department to see if they could expedite the deliver. I asked to speak to a Manager and was transferred to Nick. I explained the entire issue to him and he confirmed that the best they could do was deliver my bed seven days later although ironically the mistake was made by one of his employees from Customer Care.

When I asked if I was going to be compensated by waiving the delivery fee, he explained that I had to wait until the delivery was completed for the entire set. Then, I could call them back to ask them to review my complaint, at which point they would decide if I can somehow be compensated. What a JOKE!!

This is the type of customer service you receive after spending...

I want to write a nice comment for Javier from Bob's store in Burbanks unfortunately I don't have his last name, but he speaks Spanish. (Please ask for him when you go to make a purchase) A few weeks ago I bought a sofa, Javier was the one who helped me, everything was very simple and fast, today I had my delivery, which arrived in very good time, but due to “company policies” they do not help move any furniture… (((Please notify your customers of this))) I expected the drivers to go the extra mile and help my sister move a sofa extremely heavy, but they didn't do it and I had to go back home from work, in the end after 10 minutes these drivers decided to leave, even though I called them immediately and they didn't answer and even blocked my call. I immediately called the corporation, a very kind person told me that he was going to send them a message so that they would come back, but after 15 minutes a lady from the corporation called me and told me that I had to reschedule the delivery for Friday, I was very frustrated at the time and asked to speak to the supervisor and she told me that her supervisor would tell me the same thing, to which I told her that She had no customer service skills. As she said, the supervisor told me the same thing and even when I told him that I was going to report them to the consumer department, he didn't care. After all that, I decided to call to the furniture store and fortunately Javier was there, who listened to me and said, don't worry, I'm going to talk to my supervisor, give me an hour and he'll solve it and in less than an hour I received a notification from Bob's confirming my delivery for tomorrow. For this reason, if the corporate reads these reviews, I highly recommend Javier for a higher position, because he not only helped me, but also gave me back the confidence to make Bob's my main furniture store. It is very sad that people work only for their salary and do not care about the legal problems of their company, as in this case the supervisor who assisted me. Thank you, Javier, and I hope your company appreciates the great employee...

I should have known better than to buy anything from this place. To begin with, the in-store sales people are so incredibly off-putting. They're aggressive and over the top. I decided to place an order on line after having been to a couple of other places to look for a sofa. I was pleased with most of their prices, but not necessarily the selection. However, I did end up liking one of the options. I placed the order and then chose my delivery date selection a week or so later. I paid for threshold delivery as the location was just off the front door. I knew it wouldn't be a big deal to unbox/wrap the sofa and screw on the legs. It was a basic three seat sofa with throw pillows. The delivery day rolls along and having taken the day off work, to ensure we weren't rushing home to meet the driver. They bring it up the stairs to my home and the delivery driver is clearly rushing and he and his partner, get the box in the front door. I looked at the small box and was shocked that an entire sofa was somehow in that box. I asked the driver, if he were sure that this was the entire sofa. He said it was, shoved his phone in my face for a signature and then booked it out the door. With in 3 mins, I knew they had delivered the wrong item. I ran out to the street to try and catch them, but of course they were already gone. I immediately got on with customer service. Customer service was laughable. Their only solution was for me to hold on to this ridiculous box with some sort of chair in it in my living room till they could come and exchange it in TWO WEEKS! What are you even talking about?! This is so incredibly frustrating! Why am I being punished for their...