Bob’s Discount Furniture and Mattress Store — Attraction in Niles Township

I am extremely disappointed with the service I received from your store, and I will never purchase from you again nor recommend you to anyone. My fiancé and I are getting married at the end of August, and with all the stress of wedding planning, we went to your store to purchase a bed set. The delivery was originally scheduled for 08/15, but the management called me the week of 07/21 and said they could deliver earlier on 07/30. I was pleased and agreed.

On 07/30, the delivery team arrived with the five items (chest, dresser, mirror, bed, and nightstand). After waiting outside for 15 minutes, they informed me that they had forgotten the bed rails and would need to return the following week. I explained that I needed the rails immediately because I had already disassembled and discarded my old bed and dresser. Later, I received a call that they would bring the rails the next day, 07/31.

I canceled my morning plans to wait for the delivery. When the team arrived and began opening the boxes, I then received a call from Bob’s while they were in my bedroom, telling me they were missing another part—the screws. When I went to ask what was happening, the delivery team confirmed that they didn’t have the screws. They left everything open and unassembled in my room, leaving me without a bed to sleep on.

The resolutions team informed me that the earliest they could deliver the screws was 08/06. I expressed how unacceptable this was, so they told me they would try for 08/01. Later, I received yet another call saying the screws would not be delivered until 08/14. This is completely unreasonable, as I have no bed to sleep on and everything is left unpacked in my room. If I had children running around, this could be a serious safety hazard.

To make matters worse, I was told that the screws are available but that there is “no one to deliver them.” That is not my problem—this is a failure on your company’s part. This is the second time something like this has happened with your company, and it is absolutely unprofessional. The amount of stress this situation has caused me has been unbearable—I now have constant headaches, can’t eat properly, and have to book a hotel just to have somewhere to sleep.

As “compensation,” I was offered $100, which is completely unacceptable given the massive inconvenience and stress this has caused. Imagine if I were pregnant or had children—this level of service would be completely unacceptable and could have serious consequences.

I expect a much higher reimbursement and immediate resolution. The way this situation has been handled is the worst customer experience I have ever had, and I sincerely hope your company takes responsibility for its repeated failures.

I am beyond frustrated with the ongoing issues I’ve experienced with your company. On August 6, 2025, a delivery team arrived to bring the correct screws and finish assembling my bed — a job already delayed due to multiple previous mistakes.

Instead, they called me asking why they were even there. This level of miscommunication is unacceptable. This is the third time your team has brought the wrong parts, and now I'm being told I’ll need to wait another 8–9 weeks.

To make matters worse, what was delivered looks like a returned or used item, despite me paying over $3,000. Your customer service has shown no urgency or accountability, and this situation has caused me significant stress and anxiety.

I demand the following:

Immediate delivery of the correct parts (not another 8–9 weeks) Completion of full assembly Partial refund or compensation for the delay and distress If this is not resolved within 7 business days, I will file formal complaints with the FTC, and Illinois Attorney...

First time I thought Nina Schein was good, very friendly, smile on her face and thought she knew customer service! My fiancée and I actually waited one week and called several times just work with Nina again. I even originally wrote a decent review despite a few issues I had with my first order. Both the manager Dimitry and Nina asked (many times) to write a good review, not the best approach to get a review or at least a genuine one.

Why the change of my review? In trying to keep a very log story short; I was told I could exchange or return within 90 days. After calling to do so I realized that was not the case, however Customer Care was extremely helpful and honored the incorrect information I had been told allowed me to exchange and use store credit to purchase the items I needed. Keep in mind this was a 5 hours process that involved being ping ponged back and forth between the store and the customer care center, each time being told the other had to approve. Returned back to Bob's to purchase a Sofa Sleeper, two dressers and an accent chair. In setting up the new delivery/pick-up I was told they had to be at the same address and I did not argue since they had been kind enough to honor the return even though I was moving into a new place only one week apart. The final sale number just didn't look right, all team members even convincing me to increase my credit limit, which I did not want to do. Even after questioning several times I trusted as I had been there for 3 hours...now here we are 9/2, the day my new furniture is delivered and the previously purchased dining set is being picked up. Instead, I received the new furniture along with ANOTHER new dining set which is why my "new bill" was so much higher than I thought it should have been, to top it off I was told I absolutely could of had the new furniture and pick up of old at different addresses, I was charged delivery which according to Customer Care it should have been waived, my Bob's "Goof Proof" was also higher than it should have been and then lastly, the couch I ordered was ordered in the WRONG COLOR! I asked for Chocolate brown and received the red one instead. After 3 calls to Customer Care on Saturday, I received a call from the store, unsure who I spoke to seemed to have no clue what should be happening or needed to happen. What I asked was please confirm pick up of wrong color sofa sleeper prior to 9/8? Confirm delivery of actual sofa sleeper I ordered in the correct color for 9/9 to my new address? Confirm the delivery of both the 9/2 and upcoming delivery be waived? Confirm I will not be charged a full $250 for the product warranty? Confirm with me the ACTUAL total I will be charged for the 4 new pieces I ordered which should include the store credit given to me in August? I was told I will call you back and as of this morning no call back!! Honestly not surprised, but at this point I don't even know who can help me or who I even trust to help me, but one thing is for sure I do not want to ever step foot in Bob's Discount Furniture again or speak with anyone in the store. Obviously I need to speak to come since have not received a resolution but I'm hoping it can be done remotely and quickly. I would lave to pay off Bob's credit card and...

We had a wonderful experience shopping and purchasing with Bob's Discount Furniture. We went to the Skokie, IL location and were greeted by the manager, Anitra, when we arrived who explained where to look at the different configuration, color, and pricing options then encouraged us to start browsing and let her know if we have any questions. We were then able to browse at our own pace. We were primarily shopping for a sleeper sectional, so we sat on all the options available. When we were starting to narrow it down a bit, Maria R. let us know that she would be available should we have any questions and she offered information on some of the sectionals we had been trying.

I very much appreciated that both the manager and sales associate made themselves available to us but were not overbearing while we were shopping. My husband and I looked at other furniture stores and had been followed around the store the entire time, which was very uncomfortable. That was NOT the experience at Bob's. Maria was patient, knowledgeable, and very helpful. We had decided on one that we liked the best but wanted to go home and measure to make sure it would fit how we wanted. Maria was very understanding, offered to print up a quote for us to have as a reference if we were to come back, and did not make us feel any pressure to come back.

We returned the next day, in large part to our wonderful customer experience, and because the sleeper sectional we saw at Bob's was not only the most comfortable, but the highest quality that we saw out of all the stores we browsed. When we returned, we spoke to Anitra and Maria again, who gave us space to sit on the sofa again and then quickly and efficiently processed our order. Maria's service was wonderful - she is so kind, helpful, and patient. I will definitely consider returning to Bob's in Skokie for future home...