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

I had one of the worst experiences with Bob’s Discount Furniture, and I think people need to know before making a purchase. My girlfriend and I spent $5000 on a sectional and dining room set, and while we loved the look and feel of the furniture, the process was a nightmare.

A day before delivery, Bob’s system went offline, and we didn’t get any communication. Three days after our original delivery date, we finally got a text message—not a call—saying we wouldn’t be charged for delivery and asking us to reschedule. We had no idea what “free shipping” meant since we opted for 0% financing. Would it lower our monthly payments? Nothing was explained. Instead of prioritizing us, we were pushed back several days even though the system issue happened just a day before our original delivery.

We had a family gathering planned for the day after delivery to show off our new furniture. But since the delivery didn’t happen, we were stuck with an empty house. We had already sold our old furniture, assuming the new set would arrive, so we scrambled to buy foldable tables and chairs just to give people somewhere to sit. This could’ve been avoided if they’d communicated with us sooner.

When the delivery finally happened, things went from bad to worse. The crew mentioned we were stop 9 of 12, and they were clearly in a rush. My security cameras captured the entire delivery process, and from the time they arrived to the time they left, only 31 minutes passed. That’s nowhere near enough time for two people to properly deliver, unbox, assemble, and test a large sectional and dining room set.

Instead of working together carefully, each guy handled the furniture by himself, throwing pieces around carelessly. The sectional popped apart while one of them tried to move it, and I had to ask them to reconnect it before they left. They barely latched it back together, and now I’m worried some of the latches might be damaged.

Several pieces of furniture were damaged. The bench seat had a huge cut, likely from a box cutter. Two dining room chairs were dented, chipped, and scuffed to the point that they need to be replaced. One of the sectional consoles is either extremely defective or was damaged during delivery. And, as if that wasn’t enough, they left trash all over my yard, which blew around the neighborhood. So much for “white glove” service.

After all this, I emailed the CEO and some other higher-ups hoping for a resolution. I got a call offering to swap the damaged furniture and provide free shipping—which I already had because of the initial delay! For all the damage, inconvenience, and trash left behind, they offered nothing more than I’d already been given. Not to mention, they didn’t address my main concern: this could be happening to other customers who might not notice or speak up.

I even tipped both delivery guys $20 and gave them ice-cold drinks, hoping it would help them slow down and handle the furniture more carefully, but that didn’t seem to make a difference. All I got was the same free shipping I already had, and no real apology or solution.

I really liked the look and feel of the furniture, and I would have loved to recommend it to my friends or make a positive review video. But with how poorly everything was handled, I just can’t. I’m still waiting for a fair resolution, but until then, I’ll be taking my business elsewhere. Be careful if you shop here—you...

HORRIBLE CUSTOMER SERVICE. WOULD GIVE ZERO STARS IF I COULD. First, I ordered furniture 8/28/2020 expecting to be contacted to schedule delivery within a few days since there was no indication of the item being out of stock. I was contacted and advised it would be mid-September, which was ok but never received a call. I spent close to 2 hrs on hold trying to reach anyone in customer service and was told that the sectional I ordered was back ordered until mid-October. Ok, I'll wait. No phone calls. Spent more time on hold (phone and chat) to find out that it would be the end of October. Meanwhile the mattress I ordered was delivered and the driver wouldn't take the old one because it wasn't wrapped in plastic. This was not in the white glove delivery instructions or I would have wrapped it. Spent more time on hold to get no help. Finally I submitted negative feedback and someone called me back. Turned out the driver was wrong and they would not refund me for the white glove delivery that I paid for specifically for them to haul the old mattress. I would need to reschedule a pickup but they couldn't do it right then so I had to call back again. This time, waited almost 2 hrs on a chat to get it scheduled. The driver comes today for the WRAPPED mattress and says there are bedbugs on it. First, the mattress has not been used in over a month and we have never had a single bedbug bite. Second, the picture sent to me of the "bedbug" appears to be a single piece of black lint. There's no such thing as a single bedbug let alone on an unused mattress with no contact or food source. The driver would not wait for me to try and contact customer service (probably because he knew it would take at least an hour to get through) and wouldn't provide his supervisors name or phone number. Guess what, I've been on hold waiting for someone to answer the line for 1/2 hour and counting and am waiting for a chat while I write this lengthy review. I will NEVER purchase from Bob's again and heaven forbid I have any problems and need to use the care plan I paid for. Waiting for the service would probably take until the service period expires and then they would say "oh I'm sorry we don't...

I am only giving the 5 stars for the Murrieta Store because they were so helpful and kind in helping with our order. However since walking out of the Murrieta store it has been complete hell. Received my delivery on Friday April 28th and my Miranda chair and ottoman was full of mold that you could see and smell the second you opened the bags. With a little dog and two people living in our tiny apartment I requested it be removed immediately due to health concerns for us and the dog. Customer service line didn’t know what mold was and didn’t seem like it was a concern to have the furniture out of the small space. I called the store and they got the order fast tracked to get it out of the house, however they didn’t converse that it was an exchange on paper work making the order closed. This was all handled on Friday when customer service called to schedule the new delivery for Wednesday May 3rd for morning delivery and white glove included. I called the 2nd due to not receiving the time slot for drop off. They stated it was a mistake on their systems side and that no longer shows the new delivery and they will not be delivering the items. They asked if I’d like to reschedule but it had to be a week out. Knowing that I had already done this was very infuriating since I had Wednesday morning clear in my schedule for this drop off. Now I will not be receiving my items till May 12. Another day I have to designate to be home and available. That would almost mark a month since ordering in the first place. I feel like nothing has been done for what has been the worst couch buying experience of my lifetime. I don’t think I’ll be ordering from Bob’s again after this due to the fact that MOLD is not something to mess with and I haven’t even been offered a discount other than taking care of white glove delivery. Customer Service...