Bob’s Discount Furniture and Mattress Store — Attraction in Cockeysville

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⭐ 1-Star Review: Unacceptable Delivery Experience & Zero Customer Service

I recently ordered furniture from Bob’s Discount Furniture, and my delivery experience was extremely disappointing and unacceptable.

On the day of delivery, the driver pulled into our driveway recklessly despite us warning him to be careful — there was a temporary Verizon line across the driveway that we didn’t want cut, as other drivers had done before. He dismissed our concern, saying he had “been driving for years.”

When he began unloading the furniture, he took the boxes upstairs, opened them, and then told me the bolts were missing, saying he’d have to call customer service. I still had other items on the truck (a mattress, desk, and chair), so I waited.

He then spent over 20 minutes speaking in Spanish with the customer service representative, while I stood there not knowing what was being said about my own order. When I politely asked if he could please speak English so I could understand, he became angry and intentionally continued speaking Spanish, clearly ignoring my request. The representative then called me directly and said she would ask him to at least deliver the remaining items.

However, the driver continued his phone call in Spanish, removed the boxes he had already brought in, and refused to complete the delivery — even calling my husband and me “crazy.” The entire interaction was recorded on our home cameras and Google Translate app, which we used in real-time to understand what was being said.

This experience made me feel disrespected and violated in my own home. I immediately went to the store afterward and canceled my entire order.

Customer service should be professional, transparent, and respectful. I expect communication in English when it concerns my purchase, in my home. The way this was handled by both the driver and the customer service representative was unacceptable. Bob’s Discount Furniture completely failed to deliver even the most basic level of professionalism...

Update 3: we have been completely ghosted. The repair company did not come out to repair the sofa after saying they were going to, and will not respond to emails/phone calls. DO NOT go for the extended warranty. It’s a complete scam. Shame on Bob’s.

Update 2: after two weeks they reached out and sent a technician who came to our house and said he couldn’t fix the couch. He said they would call to arrange a repair date since he didn’t have the parts needed for the repair. It’s been a week and a half and they haven’t reached out yet. This whole thing is getting absurd.

Update: it has been two weeks, and we still haven’t received a call or email in return regarding our broken sofa. We have reached out several times. They stated that they would get back to us within five business days, but that appears to be incorrect. At this point, they are just avoiding us and refusing to repair the sofa.

Bought a sectional sofa with a 5 year warranty. The sofa is very comfortable and the recline option on the three sections is great. Family movie night is the best. We purchased the warranty due to the mechanical features. After a year the sofa started to sag in the middle of the chase. We called regarding the warranty as the sofa was clearly broken. It has been nearly two weeks since we first called about the warranty repair, and we still haven’t heard a thing. It’s impossible to get them to return your emails.

Simply due to them avoiding repairing the sofa, I would not purchase from Bob’s again. We knew the furniture was discount, but we assumed that the extended warranty would cover any issues; however, we were mistaken. The warranty service is terrible. We are stuck with a broken couch that I am going to try...

DO NOT BUY HERE!!! BED BUG ALERT!!!!! I helped my mother purchase the elevations king size bedroom set which includes the headboard, frame, mattress, 2 twin box springs, 2 nightstands, 1 dresser, bobs mattress protector and 1 closet. We purchased the furniture online February 21, 2021. The furniture delivery was consistently pushed back and we received the bedroom set 9/25/2021. We then noticed a bug, it looked familiar like a stink bug, but as I began searching the bed and I checked the headboard, it was COVERED in bedbugs, like in the horror movies! It was babies, fat ones and eggs everywhere in the stitching of the fabric headboard. I flipped out. We then had to create a plan to remove this furniture safely out of my house. As my husband and I was breaking down the frame of the bed every time we unscrewed a nail, bed bugs were crawling out. It was disgusting. I had my mother reach out to BOBS via the phone and the customer service rep said it was not their fault. She proceeded to reach out through Facebook and received an automated reply. I was sickened my BOBS lack of customer service and reached out to BBB myself and to be honest nothing has happened. It's been BOB's refusing to make this right as I provided them videos and pictures of their bed frame infested with bugs. By the way it was a wood frame and I was educated bedbugs love wood frames as they are naturally warm! I messaged BBB again today 12/9/22 with my rebuttal regarding the infestation from their furniture and I am writing this review as I DO NOT recommend BOB's. I would give them 0 stars if I could. They are unhygienic and LACK customer service. DO NOT BUY unless you are ready for an infestation. I attached video proof and...