Bob's Discount Furniture and Mattress Store — Attraction in North Olmsted

[incoming TLDR]

I'm going to leave Bob's 3 stars and an honest review based on my experiences with their company (sales, delivery, and quality).

Back in 2020 I furnished two bedrooms, a dinning room, parlor, and a living room through Bob's Discount Furniture.

Sales: Our sales rep at the time was wonderful. It is now almost 2025, so I'm not even sure if he is still with the company. We were happy to purchase this large invoice based on the very friendly, and informative salesperson. 5 stars to him.

Delivery: Understandably so, we waited 6 months for our furniture (this was 2020 after all). When it finally came, the delivery truck pulled our electrical, and cable wires off of our house. The delivery driver was very nice, and I get that accidents happen, so no worries. I called the store, and here is where things got a little weird. I sat on hold for a long time, and got passed around to various departments before finally being sent to some third party insurance company, which never resolved the issue. I ended up paying an electrician $900 to replace the wires, hardware and conduit.

Quality (nearly 5 years later) Mattresses are great, no worries there. Dinning room table has held up nicely for a large Italian/American family. Bedframes are sturdy. The couch is terrible, and fell apart with pretty basic wear after probably about a year and a half (I wasn't too surprised). The parlor furniture has held up nicely, but is used less frequently than the living room couch. Not totally unhappy with the furniture overall.

Returned to Bob's recently to order the matching nightstands for one of the bedroom sets. Salesperson this time misunderstood the quantity needed, and unfortunately I didn't catch it while in the store. So a return trip is needed to get the nightstand. A relatively minor inconvenience. However, once again I had to wait about 20 minutes (in the store) for someone to assist me with this matter.

Unfortunately I can't leave them a 5 star review, because of my experiences. I own and operate a small business, and I would never let my clients pay $900 to repair damage caused from someone on my staff. So based on that, I give 3 stars. Not a great overall experience as far as service, especially considering the amount of money spent, but the...

I bought my couch from Bob’s and purchased the goof proof warranty plan because I have three young children. My couch got a rip in it from my children and I submitted the claim. They are denying it because they say it was not submitted within the 15 day window that they require but I called within that 15 day window and they did not send me the link to upload photos until 16 days. I feel like this was done purposely so that they can deny my claim, and they are refusing to acknowledge the fact that I called within the window (twice actually) to request the link. They even have record of the day and time that I called so they can very easily see that I called within the required timeframe.Don’t waste your money on that protection plan they will find a way to deny it. Also, one person at Bob’s told me the window for claim submission was 30 days, and then somebody else told me it was 60 days, and then finally they say it’s 15 days. Either nobody knows what’s going on or they are doing this purposely to get out of covering claims.

Edit to respond to owners response: To confirm everything I said in my review you can read the owners response stating that I have 30 days to report an incident. Now please see the email I received today from the warranty company….

Dear Jessica Angel, We received your letter of dispute and have taken the opportunity to review your claim and the supporting documentation. Based on the information provided the damages were noticed for more than 16-30 days. Per the terms and conditions of the warranty, any stains and damages must be reported within 15 days. Due to the warranty being available online explaining the reporting time frame and how to file the claim, once the claim is submitted the information cannot be changed. Please refer to your warranty certificate for specific coverage As such, we regret that we will be unable to take any action on your claim. Respectfully, Claim Dispute Department For any other information regarding your claim, please contact us by logging into your Warranty Service Account or replying...

First off I want to mention that this feedback has nothing to do with the way I was spoken to by any employees but with the outcome of the service provided by Bob's furniture.

I purchased the same mattress which I have purchased in the past. It was not of the same quality or firmness. I made the final decision to purchase this mattress after I asked the employee assisting me if it was the same one as I have purchased in the past. Which he responded, yes. I'm unsure whether it is due to a defect or if somehow the manufacturing has changed. But I know for sure in my Bob's order history that both mattresses have the same name. Family members in my house still use that other mattress, it is in no way the same as the one I have just purchased in quality or firmness.

I purchased this mattress, when I read the paperwork that came with it and on the back stapled to the receipt is a mattress guarantee section which does not writtenly omit outlet orders. I purchased the mattress under the impression it was the same quality as the one I purchased previously. I'm very dissatisfied with Bob's furniture. I believe there is something wrong with my spinal alignment at the moment due to this mattress, and I am suffering from it. I've now been sleeping on the floor.

The first support representative I spoke to on the phone told me I could go in for a reselection. When I went to the store they told me that that's not the case. The person I spoke to on the phone canceled the reselection due to an error in their processing, mistakenly approved the reselection of an outlet order. I lost money from this purchase and I'd really appreciate it if there was some way I could get a refund, I wouldn't accept anything else at this point.

There is no way I will ever shop at Bob's or recommend it to anyone after an experience like this. Outlet order or not if you're selling a mattress, and the customer is having an issue with it, take care of them. If Bob's really cared about their...