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

DO NOT SHOP HERE

My wife and I have always dreamed of having the “Cloud Couch” from Restoration Hardware. If you know, you know. It’s a thing of beauty. We did some research for some budget-friendly alternatives and stumbled upon what was called the “Dream Collection”. After doing a little more digging, we discovered that Bob’s Discount Furniture on 28th st in Cascade had it the cheapest. We called the phone number, dialed through the system, and talked to a corporate sales member who told us they had it in stock. We prefer buying things online, but a big purchase like this we decided to try out in person.

We walk into the store and we are greeted by a salesperson. I believe his name was Mike. We told him what we were looking for and he lead us to the display of the Dream Collection couch they had. After testing it out and deciding to go ahead with the purchase, we figured we’d just buy it in store through Mike. No extra expense to us, and Mike got a little commission, which we figured would be good during these COVID times. That was our first mistake, however. Mike lead us to believe that the only option we had was delivery to our house. Didn’t really think much of the extra $137 delivery charge (!!!) at the time, figured it was just an extra small expense of getting a couch we were excited about. Delivery was set for 3 weeks after we ordered it. Placed the order, left the store, got home, sold our old couches, and got excited for our new couch!

After a few impatient days of waiting, I figured I’d just call corporate and see if we can maybe pay extra to have it shipped sooner. The worst they could say is no, right? The lady on the phone informs me that “oh, you can actually pick up half of your couch in store, we’ll have it ready in 2 days! The rest of it will be ready for pick up in 2.5 weeks, on the originally scheduled day.” Sweet!! Half is better than nothing. That Thursday, the day my order was changed to, I drive in to pick up the couch, go to the back where the order pick up is, ring the bell.....nothing. Ring it again....again - nothing. Go inside and explain at the desk, to which I’m told that even though my order arrives at the store on Thursday’s, it isn’t available for pickup until the weekend, during their special pick up hours. Dumb, but whatever. Pick up the first half the next day.

2 weeks of waiting goes by, I go into the store that weekend to pick up the other half of my couch. Pull up to the bay, give them my info, and after 10 minutes of searching, my couch isn’t there. He takes my phone number, goes and prints off my order info, which now says it will be another 2 weeks....not cool. I explain they should have emailed or texted or called me, he agrees, and I leave. After 2 more weeks, I go into the store again, only to find out now it will be ANOTHER 4 WEEKS. I ask to speak to a manager, express my frustration about, again, not being informed that the date changed. Not having the second half of the couch isn’t a huge deal to us, but not ever being informed was getting annoying. So I ask the manager, Karl, to throw in free delivery, that way we’ll just get it when we get it, and I can stop taking time out of my day to go into the store and try to pick it up. Karl says yes, says it’ll be early December (mind you, I placed my order in the end of September). I get a call a couple weeks later that it will actually be delivered on 11/23.

4 more weeks go by of anxious waiting for our couch. They schedule our delivery for between 2p and 5p on the 23rd. As the morning goes by, I keep getting texts that the delivery window is moved back by 15 minutes at a time (2:15p-5:15p, 2:30p-5:30p, so on and so forth). By about 6:30 that night, our delivery was scheduled for 1:30-4:30 AM. No, you did not misread that. Middle of the night delivery, for a freaking couch. I’ll pass...

Long story short, we ended up having to track down the delivery truck and get my couch directly from them. I have run out of characters to explain how terrible this place is now though, so I’ll sum it up again here...

DO...

March 27 we went in to the store and were treated with the typical furniture store experience. It reminded me of Art Van if any of you have ever experienced that. Regardless, we needed a new mattress so we picked one out. We were told that our delivery date would be the middle of May for the mattress and the middle of March for the box spring. This was reflected on our receipt (see pictures). That's fine, COVID. I get it. We opted to pay $200 for the "white glove" delivery so they would take our old mattresses away since we have no place to keep them, no vehicle big enough to transport them, and those are a pain to dispose of. This is important to remember. Text on the "Terms and Conditions" also indicates as such (see pictures). We were charged all $2000 for the transaction up front.

We heard nothing until 5/3 when I got a text from our sales person (no phone call) saying that delivery wouldn't be until late June. Ok, whatever, COVID. Meanwhile two friends of ours had purchased mattresses elsewhere and had both gotten them within a month. I thought about cancelling my order and just going somewhere else, but didn't. Probably should have.

Fast forward to July 15. Got a text from someone else stating that our mattress and box spring were in and ready for delivery. She asked if I was going to be home on the 17th. "Yes" I replied. "All day." No texts back from her for the rest of the night. The next morning I get a text from an automated delivery application stating that our delivery would be on the 17th. Ok great. To prepare for the delivery I took everything all of the old mattresses and put them right up by the front door so they would be easy for the delivery people to remove (see pictures).

When the delivery guys showed up, one of them (I didn't see this until reviewing Ring Cam footage later) got out of his truck and proceeded to walk up to my car and start looking around inside it. I don't remember that being part of the delivery process. When he came to the door I opened the door and figured that it would be easier for them to take the old mattresses to get them out of the way before bringing the new ones inside. I tried to communicate this to the delivery person but it was quickly apparent that he didn't speak English and had no idea what I was talking about. He went out to the truck and grabbed the mattress, and then proceeded to walk it up to the house and set it on the ground, in the dirt and rocks between the house and the shrubs. He then pointed to the old mattresses behind the open door and said something like "No take. Only deliver."

The other driver was walking up behind him with the box spring, they started talking in Spanish (I'm assuming the other person was telling him that they were supposed to bring them inside and set them up - "white glove," but who knows). They left the mattress outside and brought the box spring in and put it where it was supposed to go. They then went out and got the other mattress and brought it in, the bottom now with dirt and rocks all over it because it had rained the night before and the ground was wet. They shoved that across the carpet all the way to the bedroom so that was great, and I had to clean that up.

The second driver took the plastic wrap off the mattress and went back outside. The first guy, the one who put the mattress on the ground outside, took pictures of it and then I followed him back out to the front door where the old mattress was waiting. I pointed to them and said "You guys are taking these too right?" He said something like "Yes my friend." and then walked out the front door. I thought he was going to go get the second guy to help him carry them away, but they both quickly hurried to the truck and left.

I called and was offered a $100 gift card OR pick-up of the mattresses, which I have already paid for. They can't come to get them for a week. We'll see if they...

I am incited to write this review to voice a complaint as I feel that I'm not being "heard" by Bob's. I prefer to preface my complaint with a compliment.. Bob's has exceptional representatives! James (the manager) and Dan (my sales representative) are polite, sincere and most helpful, Sheena excels in phone customer service, and the other representatives have greeted me well and kindly assisted me when I needed to speak with James or Dan. And, what hospitality with the buffet of goodies; I don't indulge, but my children have.

I purchased a daybed from Bob's which I am happy with so far. The trundle has had a few complications, but the My Bob's Goof Proof has rendered itself valuable to cover the necessary repairs.

My complaint is with my most recent purchase which has a manufacture defect. The first time I received this item, it was broken so I refused it. The second time I received it, it was broken so I refused it. The third time I received it, the delivery guys arrived before the scheduled window, but my son gave them access with my permission; however, I talked to them on the phone and instructed them to wait as I was just a few minutes away. I wanted to inspect the item in their presence but they left. As I turned on the main road, I saw them leaving.

I looked the item over and immediately noticed the manufacture defect, and requested an exchange. The fourth time I received it, the new one had the same defect so I refused it. Seems like there was a fifth time, but I'm uncertain. It is of honorable mention that the showroom display does not have this defect.

Except for the initial delivery, I requested that the item be inspected ahead of delivery; however, to no avail. I did not schedule another exchange as this is a waste of the time I have to allocate to be available during the delivery window as well as the time spent in the process of receiving, refusing and cleaning popcorn packaging. Therefore, I have a defect in my possession that I am paying on. By the way, why am I paying on defected merchandise that hasn't been exchanged?

Moreover, it is a waste of time calling and emailing back and forth with Bob's to report the refusal, especially when Bob's ask me questions they should have the answer to. This is where I feel that I'm not being heard. In my last exchange, I was asked if I still had the item; the answer was evident if my communication had been read. I was thanked for confirming. Then, I made the following inquiry:

"Is there any follow-up to my concern? There is a noticeable imperfection. A mere "I'm sorry" for five attempts for an exchange is unacceptable. I feel as if my concerns in this email communication are largely ignored!"

I did not receive an answer or any follow-up from anyone.

I am fair. So, I will share that during these events, there were a couple of times that Bob's gave me a gift certificate. I was told that I would receive a delivery fee adjustment for a scheduled delivery that did not occur nor was there any communication that it would not happen; however, it is not reflected in the balance on my recent bill.

I subscribe to the belief that there are more things that go right than wrong, and I am a patient person who prefers to extend mercy. So, I'm not upset, but I do need a resolve! And, I am willing to change this 3-star rating upon resolution of this dilemma. The three stars are solely for the staff; the other two stars will be earned when my item is right.

Finally, I will say what I always say, "Any institution is only as good as its people." In this case, Bob's has some good front people; however, I can see their hands are tied. So, I am compelled to further substantiate what I always say. Any institution is only as good as its people. When problems arise, ;those people must be empowered to yield resolution which is contingent upon their superiors...