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

My rating would be -1000000 if i could. Not this location specifically, but the overall experience. Our salesperson at this location, Anky, was great. I've had Bob's furniture for over a decade so this was extremely disappointing. My delivery was scheduled for 7/18/25. I am an ambulatory wheelchair user and had a 10 level spinal fusion 3 weeks ago. I paid outright for my furniture, over $7k. I bought a power couch and loveseat and a king size bedroom set. I didn't finance anything, I paid in full. I paid for furniture removal. They show up and tell us they don't have room on the truck to take the furniture. My husband is trying to talk with them to figure things out. They get told to move on so they drive away with my furniture. I call customer support and tell them that my husband will take the furniture out, but they needed to come back because I would literally have no furniture and as a wheelchair user, I can't just sleep on the floor. My husband spent 2 hours taking the furniture out of the apartment by himself. No help. They told us they would come back. They call me at 830pm and tell me they won't be coming back but will deliver the next day, 7/19/25. I then get a call in the morning on 7/19/25 saying they won't be delivering because they couldn't get the furniture on the truck. I asked the representative where my furniture was because we would pick it up. I was told the furniture was in D.C......how was my furniture in Queens less than 12 hrs earlier and now it's in D.C???? Then she said it's at the depot. But she told me we couldn't go and pick it up because of security reasons etc etc. I spoke to a resolution manager, explained my disability, and that I was told it would get rectified on this day. But I was told there was no way for them to get me my furniture that day. So it was then rescheduled for today, 7/22/25. I was refunded my removal fee. I got the emails and text messages the day prior and day of saying "your delivery is on its way," "your items are out for delivery and will be there between 12:15pm-3:15pm." So why at 830am did they call me and tell me that they won't be delivering my furniture and will have to reschedule AGAIN. I went nuclear and I'm not sorry about it. I had to sleep on the floor for the last 5 days, needed my husband to get me off the floor every time I needed to use the bathroom in the middle of the night etc. I talked to another resolution manager and flipped out. This was completely unacceptable, disgusting, and outright incompetence on BOBs part. I asked why we couldn't pick it up to which i was told, we could have picked it up and the info the rep gave us 7/19/25 was incorrect. I was given the address to the warehouse where my furniture was and refunded my delivery fee. But upon trying to figure out how we were getting my furniture, it would have cost us another $2k. The warehouse was 3hrs away in CT, fee for renting a truck, money to buy packing items, straps etc, tolls, gas, and hiring help. So unless BOBs was going to reimburse me for all of that, it wasn't worth it in the end. I called and told them to give me all my money back. Part of me actually wonders if they did it all on purpose since our apartment is a little narrow and the drivers didn't want to actually do the work with getting the furniture in. I know I will never purchase from BOBs again. I will happily spend my money elsewhere, thank you Raymour...

I went to Bob's about a month ago and ordered a sectional, a coffee table, and a fireplace. At first, the experience was really nice. Steve helped us out but wasn't too pushy. Prices were good and the treats bar was a nice add. Unfortunately after that things slowly went south... We paid for the white glove delivery which was around 600-700 dollars (semi expensive, but we thought it would be worth it).

The problem was it wasn't easy at all. The first delivery, they showed up 30 minutes early (the time was set for 8:30 and they showed up at 8:00) and then we were told they could only wait for 15 minutes. After trying to reach customer service and the team directly, they were able wait until 8:30 on the dot but insisted that they could not stay any longer than that. We made it just on time but when they came up and started opening the furniture, the coffee table was broken.

I didn't mind so much and appreciated the team's honesty about the broken merchandise then I proceeded to schedule a redelivery. Come time for the redelivery, the second team showed up at the tail end of the window (time slot ended at 3:15, they showed up at 2:45), I received no text or email telling me that they were nearby this time, but they did call me once. Just once. I will admit I didn't see the call and that the bell wasn't working but as soon as I realized they had contacted me (5 minutes later) I called right back 3 times and they did not pick up.

I then called customer care, for which the wait time was 10 minutes which would be useless as it would be past the 15 minutes they said they'd wait. Finally, we just ran downstairs to go meet them if they were there (we weren't sure because we couldn't see the truck).

At this point they were driving by slowly with the back door wide open, so my partner ran after them to catch their attention. One of the men got out of the truck to close the back door as an afterthought, and when my partner approached him he said they waited the 15 minutes and had to finish the route. They saw my partner, spoke to him, and still did not care.

I was told after all this that Bob's could attempt to have them go back but that it's not guaranteed. If they aren't able to, then we just have to find time to call off of work to accept the delivery which we made time for on TWO separate occasions.

This is absolutely rediculous and I'm not someone who even gets mad or expects refunds about basically anything but if I spend hundreds of dollars for an experience to be seamless and I take days off of work to continue to accommodate a business' mistake and I still don't get the thing that I paid for, there should be some kind of compensation.

I really didn't want to be upset about this whole thing, but I think I have a right to be at this point.

(Side note: the furniture that did get here so far is lovely and it makes our home feel wonderful, I just wish the rest of the process...

I visited Bob's Discount Furniture with my daughter today but was very dissapointed with the lack of professionalism from sales associate,Andrea. Andrea saw us enter the store and asked if I needed help, I said " yes" and asked " how do I know if a sofa comes as a sofa bed?" She said " each piece has a plaque and it shows the furniture's features" She asked if she could show me some sofas , I said okay. She showed me a gray and brown sofa and I said I'm not really looking for a sofa with those colors. She proceeded to show me different couches. After noticing there wasn't much to choose from I said I would look at the gray and brown sofas. After saying this she looked at me and said "why are we going to do this if you don't like those sofa colors". (um.... not Profesional i can change my mind i thought) anyways I didn't say anything and walked over to a different sofa, she followed. I got to a sofa that I liked and she told me the price. I began to ask what were the differences between this sofa and a different one I had seen earlier. After not understanding exactly what she said and asking her to explain further there was a pause and under her breathe she said STUPID! After clearly hearing what she said I asked her what did u say say ? startled she said I didn't say anything I just grunted. To avoid conflict I decided to walk away with my daughter. As I walked away my daughter. My daughter said to me "mommy you know she called u stupid". Embarrassed my daughter had to witness that we just went on our way to another section far away from the sofas. Andrea followed us and asked if we had anymore questions, I politely said no. I was in the store for about 30 minutes and Andrea followed us through the whole store!!! She even sat next to us at the dining tables. She tried to talk to us again and I just ignored her. This experience with Andrea made sure I will never return to this store. Being nice is a general rule to get far in life and especially if you are working...