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

Visited Bob’s Discount Furniture’s Joliet Showroom on August 12, 2020. Purchased a Calvin sleeper sofa with the sales associate Kevin Wales. We are moving to Michigan in September, and Kevin communicated to us that the sofa would be available at the Shorewood warehouse for pickup as early as August 28th, which worked out great for us moving in September. We then asked if by purchasing that day, the sofa would be reserved for us, and guaranteed to be ours to pickup any date after the 28th for our move, at which point Kevin said YES, and later reconfirmed after clarifying. Had that not been the case regarding the sofa being reserved for us, we would not have purchased it that day.

Fast-forward to August 23, and I got a voicemail from Brianna saying she had updates regarding the availability of our order. I called her back, and she explained that the sofa would not be ready for pickup until later in September, and after explaining what Kevin had told us, she said that he should have never guaranteed us that. She said that the warehouse never reserves furniture for pick ups and that it is a first-come-first-serve basis. At this point I told Brianna that we had booked a non-refundable moving van specifically for the sofa, and asked if due to the miscommunication and inconvenience, if they’d offer free delivery. Brianna was very apologetic and offered me the opportunity to speak to her manager and also referred me to Bob’s Customer Care team. I asked if I could speak to the manager at which point I was put on hold for several minutes, ultimately to have Brianna come back on the line. She said that she spoke with a manager and he said they could not provide free delivery, but could try to get the sofa shipped to the nearest location to where we’d be moving (which would still be 45 minutes away requiring us to rent another moving van). So I asked if I could actually speak directly to her manager, at which point I was put on hold again.

After a couple of minutes, the manager Lawrence Carls picked up and I explained my entire situation to him. He then said that unfortunately they couldn’t provide free delivery, and then repeated what Brianna relayed to me, that they could try and send it to the nearest location in Michigan come late September, long after we’ll be moved in. I responded by saying “Since the miscommunication and inconvenience is on your end, shouldn’t it be your companies responsibility to offer free delivery or at least some kind of compensation?” At which point Lawrence the manager responded in a very sarcastic and rude tone: “It’s not my fault that you booked a moving van and paid for it!”

It was appalling, rude, and terrible customer service, especially coming from a manager.

I repeated back exactly what he said out of disbelief, and then asked for his name as well as clarification that “Customer Care” is the appropriate place to contact for further complaints.

Due to this experience, I would never recommend Bob’s Discount Furniture to anyone, and I certainly will never purchase from them again. It’s a real shame.

Kevin = Friendly guy with good service who I’m assuming accidentally miscommunicated important information.

Brianna = Great customer service, none of this was her fault at all. She represented the company well.

Lawrence = Incredibly rude, awful customer service, lacks emotional maturity, and a poor example of a leader. Bob himself ought...

We came in looking for a recliner chair as I’m disabled. We had a very nice lady to help us. I can’t remember her name right now. I arranged scheduling. We ended up buying two because my husband liked it as well. I can’t wait to get them. I’m really happy so far! I sat in nearly every recliner in the store. I wanted comfort to be my top priority as I have 6 herniated discs in my lower back. I may need surgery soon so I looked to find one that was easy to recline and sit back up. My pain goes all the way down my leg to my toes. I can’t sit for long at all. I found two that were very comfortable. Some have a handle but those were hard to lean sideways to pull it and even harder to push my leg down to sit back up. Some have a disc release towards the top of the side which was so much easier for me. I can only use one leg to push the footrest back in. The one that I picked also came with the option of easy control buttons to recline and sit up. We decided to get two recliners with the control buttons, so if I had to have surgery, it would be easy for me to get up if nobody was home with me. They were delivered on Wednesday. My husband put one together. They are really simple to do. However, after he did the one, I realized that it was manual instead of electronic control buttons. I was about to call the store to let them know but when I grabbed the sales receipt, I saw that they were rung up for manual controls. The sales lady and her boss both repeated to my husband our request for push button controls for me. I was sitting in my wheelchair nearby. I pointed out to my husband that manual control was printed on the receipt. He wanted to go there to explain that the wrong option was rung up. I didn’t want to wait any longer for our chairs so I told him to put the other one together, as I did not want to go back there. Our chairs are super cushy it’s a little hard to get the leg rest pushed back in because they are not broken in yet. I’m sure it will get easier with time. I am able to sit longer now. I have plenty of room to adjust myself different ways without hurting myself. I’m so happy with my chair and my husband is, as well. I know the associates make commission on their sales. She was really nice and explained the features of the ones we had selected. I just wish she would have thought about me when putting the order into the computer. The electronic control option would have been a lot easier for me. That’s the only thing that I would change. Other than that, I am so excited to have a nice recliner. I can sit longer and can sleep in it if I have a harder time getting around. The controls are the only thing I am disappointed with. I love the style, the fabric, the cush, and the color. We got a nice gray that I adore. The delivery guys were very quick and polite, too. I hope this helps someone else in picking out something for themselves. Read your receipt carefully before leaving the store....

We walked into Bob’s after leaving a different furniture store that had a pushy sales person. Walking into Bob’s was completely different from the start. It was a warm and friendly atmosphere. We were welcomed by our salesman Jeremy Poe who asked if we had ever shopped Bob’s before. When we replied no he asked us what we were looking for and pointed us in the right direction and let us know that the cafe in the back had refreshments as well as candy, cookies and ice cream (which turned out to be very helpful since we were shopping with our 2 year old) Jeremy explained how their item charts worked and where it shows the available colors for each item. We thanked him and went on our way to browse. He was the perfect salesman for us since he was not pushy or invasive while we tried several different sectionals out but was always close enough around to where if we had any questions we could easily make eye contact and signal that we needed assistance. He was friendly, informative, personable and helpful without making us feel uncomfortable or like he was just chasing a sale. We were so pleased with our experience at Bob’s we decided to buy a sectional that we fell in love with as well as a new mattress and this AMAZING adjustable bed frame. If you are in the market for bedroom furniture be sure to ask Jeremy about the as we called it “magic” bed frame that has a zero gravity setting that absolutely eliminated all pressure points and made our backs feel amazing! After setting up our order we got the pleasure of meeting Leon the store manager and he was so great as well. He was funny, personable and had great customer service qualities. When Leon and Jeremy spoke with each other you could tell they had a great working relationship. When delivery times were set up were presently surprised that we would receive our sectional in just a few days and our mattress and bed frame in just a couple weeks which is AMAZING considering everyone else was telling us 15 weeks out for everything. We had a wonderful experience and left feeling happy, confident and excited about our new pieces! Ask for Jeremy Poe and Leon when you go in they are such great people. We will definitely be back for the rest of our...