Bob’s Discount Furniture and Mattress Store — Attraction in New York

UPDATE: I went into the store fully planning on telling them to just take everything back. ROY helped me get the 2 twin box springs I needed delivered the next day without paying anything out of pocket and worked with financing to add it to my existing account with them while I sipped coffee and walked around the show room. He completely eliminated the stress I walked in with and is the main reason for my star rating change. I'd like to also clarify everyone I've worked with at the actual store have been friendly and helpful. My main complaint is how customer service handled things over the phone and the length of time it took to come to a resolution.

I have had the worst time with this place. 10+ days of waiting on my bed to be fully assembled. The gentleman in the store was really helpful in picking out a bed frame and a mattress while staying below budget. Financing department was helpful and friendly and got me easy, affordable payments. I'm not sure if the ordering system didn't tell him, or what got confused in the ordering process, but we never ordered a box spring. My roommate let the delivery guys in the first time because I was at work and they just assembled the bed frame, left the mattress rolled up in plastic in the corner of my room and told her I needed to order a box spring. I called Bob's customer service and ended up ordering a queen sized box spring, they offered me $100 credit and free delivery, but if have to go down to the store to go through the financing department again to add it. Instead of doing all that, I ended up paying for the difference out of pocket. I had to wait ANOTHER WEEK for my box spring to be delivered. They come today and it won't fit up my stairs, so I'm told that I need to call and order 2 twin box springs. I call and they want an additional $54 and change on top of the $60 or so I paid for the original queen box spring. If the box spring would have been added to the ORIGINAL IN STORE ORDER, I wouldn't have paid anything out of pocket. I was well below budget and a box spring would have fit perfectly fine within the amount I was approved for. I told the Customer service person on the phone to just come get the UNUSED frame and mattress. Cancel the financing and I'll just go elsewhere. I was told I need to go to the store directly and have them cancel the financing, so I plan on doing so tomorrow. I just moved here from out of state, I have no furniture and have been sleeping on an air mattress on the floor next to my partially assembled bed frame. I have had good experiences with Bob's Furniture in the past when I lived in a different state so I figured I'd be getting the same great service I've come to know from Bob's, but I was gravely mistaken. Take your money and line of...

I rarely write reviews, especially negative ones, but this time I just couldn’t hold back. We purchased a sofa from Bob’s. No complaints about the salesperson in the store – everything was fine. The real trouble started with the delivery, scheduled a week after the purchase (which, considering the holidays, seemed reasonable). The sofa was delivered, but during installation, the movers almost knocked over our Christmas tree, breaking an ornament in the process – despite having plenty of space in the room. They handled the brand-new sofa carelessly, throwing and dropping it around, risking damage to the product, the floors, and the walls. While I’m not overly concerned about the floors and walls since the apartment is a rental, the lack of care for the sofa we just bought was frustrating.... And here’s the cherry on top – the sofa arrived with the WRONG armrest that doesn’t fit at all! To make matters worse, the replacement part was scheduled to be delivered a WEEK later. Are you serious? Why not replace the incorrect part immediately? On the day of delivery, my wife was home to meet the workers while I was at work. They asked her to sign off on the delivery paperwork (even though the product wasn’t delivered completely) and even had the nerve to ask for a tip. Are you kidding me? They nearly knocked over the tree, broke things, and now expect a tip? It gets worse. My wife had to take a day off from work to receive the initial delivery. Now, we have to schedule another day off for the replacement part. This costs us time and income. When I spoke with customer service, the representative repeated scripted responses and showed no willingness to understand my situation, wasting another 40 minutes of my workday without resolving the issue. I even requested a callback from a manager, but no one bothered to reach out. The replacement delivery is now scheduled for another week later, and no one has coordinated the timing with us - only day. Are we supposed to wait at home all day for the delivery? Honestly, I don’t understand why it’s so difficult to bring the replacement armrest to the store so I can pick it up myself or send someone deliver it quickly at a time convenient for me.

I understand that this is a discount store, but the customer service and overall treatment could have been much better. This has been an incredibly unpleasant...

I should have trusted my gut. Years ago, I promised myself I would never shop at Bob’s Discount Furniture again — but I gave them another chance, and now I’m paying the price in stress, frustration, and sheer disbelief at how poorly a company can treat its customers.

I spent nearly $2,000 furnishing a guest bedroom, including a massive zebra painting that I absolutely fell in love with. But from the moment the delivery truck pulled up, the experience spiraled into a nightmare. The delivery team showed zero effort or professionalism. They refused to bring the furniture inside and acted like I was inconveniencing them just by existing. No greeting, no care — just dropped it off like trash and left.

Then came the final blow: they brought the wrong painting.

I tried to reach customer care to fix the issue, but of course — just my luck — the call mysteriously dropped and no one followed up. So I drove all the way back to the store where I made the purchase, hoping for some real human assistance. I met with the original sales rep who walked me over to the counter, only to be told that my painting was now backordered for 12 weeks.

But wait — there was one in the showroom. Problem solved? Not quite.

I explained the situation to Abbey, the store manager, and asked for a small discount if I came to pick it up myself. Not because it’s a floor model — but because I’ve now had to correct Bob’s mistake three times. Delivery failure, wrong item, and zero communication. She flatly said no — because the painting was “new.” As if that excused everything else.

Let me get this straight — I’m driving all over town, spending my time and gas fixing a mistake that wasn’t mine, and you’re telling me I deserve nothing in return?

After getting nowhere, I called customer care again and cancelled the painting altogether. And now, just like that, it’s over — and I’m left with regret, wasted time, and a burning reminder of why I said I’d never shop there again.

Bob’s Discount Furniture isn’t just cheap — it’s careless, tone-deaf, and deeply out of touch with what real customer service looks...