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

EDIT: I received a phone call today after leaving my review. Again zero apology. Zero accountability. The level of professionalism from the person reaching out to me was lackluster. She insinuated that my review was untruthful & “didn’t understand what was going on”. This time I was told the item I purchased was dropped and was no longer available. Then had the audacity to ask if I would like to select another item. Further showing that nobody has any idea what is going on there. I just left an awful review of your store and you want me to spend more money there...clearly my words are falling upon deaf ears. I was left almost speechless by the abundance of misinformation that was being given to me. I did muster up the words to say “I want nothing to do with your store”. The current tally is four contacts with employees and four different stories for a chair that I was supposed to be able to take home with me the day I bought it. Original review: I purchased a chair back in March from the clearance area in the back under the impression that I was going to be taking it home that day. To purchase it I had to chase down a sales person on my own after being overlooked by several of them first. I paid. Pulled around back. Rang the button as directed. Waited a good 10-15 minutes for someone to come out to help me. They opened the large room up door and I handed them my order information. The man looked at it & said he’d be right back. I was cold plus had my children with me that were getting antsy. I could see the chair so I pointed at it & said “that’s it right there”. I was told to just wait he had to figure something out. I continued to wait in the cold. Another man came out & told me there was a a mistake that chair was a floor model. I was told to come back. I went out of town & came back as directed. Again with my children in tow. We pulled up then another man pulled up. We rang the bell then they helped the man before even acknowledging my existence. Finally the man working the warehouse took my order information went inside & came back out. All while holding a lit cigarette and standing by my child that I directed to move away from it. In a condescending tone he asked “did someone tell you it was here”. I nicely explained the prior situation. He told me that it wasn’t there & someone would let me know when it was then tried to walk away. I expressed my frustrations to him & he told me it wasn’t his fault that half his warehouse was out due to Covid. I told him it wasn’t my fault either. I never heard anything from them. So today, over a month later, I call & nobody can tell me where the chair is. They ask if they can call me back. I get a call this evening that someone did something wrong at some point and the furniture wouldn’t be in until November. It is currently May & I purchased the chair in March under the impression I was going to get it that day. I was again told that it wasn’t the person I was talking to’s fault. Very underwhelming semi apology with a “what do you want me to do about it” attitude. No resolution was offered. Just “it’ll be in in November”. I asked for a refund with interest since they took my money & I got nothing in return. I got a nope only giving you the exact amount you paid. This was my first time shopping here & I will never go again. I will also tell anyone that will listen about how awful everything was from the incompetent staff to the grown man holding a cigarette, actively smoking while helping a customer with a child. I would give zero stars...

Below you will see the response from Bob's about the extended warranty. At NO POINT was it ever explained as "accidental damage" coverage. LOL. This reply is the first I have ever heard that. So it does not cover ANYTHING with defective workmanship, discoloration, cushions that have squished down at the edges after the first few months ( despite their claim of memory foam so you don't get squished cushions) .... it ONLY covers accidents, like the example every salesman is taught to use about sitting down with a screwdriver in your pocket. It reminds me of my old vacuum cleaner salesman days where we were given canned stories and pitches to use. LOL. What a joke! Do NOT waste your money on the coverage.

Update to old review. Do NOT waste your money on the warranty ! After 6 months the seams under the foot recliner on the couch and loveseat came apart. The salesman will tell you “even if you sit down with a screwdriver in your pocket and punch a hole in it , it’s covered !”. That may be true , but apparently accidents like that are all that is covered. Zippers pulling away from the fabric , seams pulling apart , and stuffing falling out is NOT covered. A waste of money. The furniture is cheaply made , and they know it , so they don’t cover the workmanship , just an accident. And pet scratches are not cover on the surface either , fyi.

I would not buy from Bob's again, unfortunately. I liked the selection and prices, but the customer service is horrible. I ordered a Love seat and sofa the first of September, and was told the love seat is in stock and could be delivered any time, but the sofa was going to take 30 days. The love seat arrived.... 7 weeks later, and the sofa I cannot even get a date on yet. The best they can tell me is "end of November" .

No one helped us at the store, so after sitting on the furniture a while, I grabbed a sales guy, and said, I am going to be your easiest sale of the day. I want this sofa, this love seat and this bed. Done. Delivery is NOT free like most places. SO he is ringing me up for "white glove delivery" and I ask what that is, and is there "regular" delivery. He says, yes, it is much cheaper, and they drop the furniture in the fist room that they walk into. That was fine with me, because the first room is where I want it. He did NOT inform me it would come unassembled, in boxes. You don't find that out until they send you the Lil Bob video describing what delivery day will entail.

So delivery day arrives, and so does the furniture.... 7 hours after my window. I took the day off work, but wouldn't have needed too if I knew it was coming at 7:30 pm! I have put together a bunch of Ikea junk furniture, so I was irritated that I have to put this together too, but by now I am pretty good at it. Wrong The instructions suck, There are very similar legs, for example, on the love seat, but some are front, some are back. Know which ones go where? Nope. It doesn't tell you, you have to guess. Parts are missing, not major ones, but enough to irritate you none the less. So you find yourself using improve screws and fasteners you have lying around in your tool box.

Try calling the store for help. Give yourself a half hour though, because no one answers the phone. Then when they do, they can't seem to find you in the system. It is a mess!

I would not shop here again, and with the new house, I need a LOT of new stuff, so it is an unfortunate loss for this...

Our experience with Bob's is mixed. We purchases our furniture at the Novi store location and were impressed with the sales team and process, especially because they were dealing with the Covid situation. Carly was our sales person and she was excellent. She was very friendly and helpful -- answered all our questions and helped us choose the right piece for our needs. From that point on, however, it was a hot mess.

We couldn't schedule a delivery date because it was six weeks out before the couch would arrive to their warehouse. Ok, fine, no problem. But after four weeks we still hadn't heard anything about a delivery date. So I contacted customer service. After navigating through an endless chain of automated responses. Finally, I reached what was supposed to be the Novi store. The phone rang continuously with no one ever picking up. After some time, I got kicked back out to the main menu and had to go through the automated process again! I tried this for a couple of days and finally gave up trying to reach somebody. Fortunately, Carly wrote her cell number on the back of her business card in case we had any issues, so I contacted her. She responded within a couple of days that she would look into the issue.

I didn't hear back and reached out again with no answer. I called the customer service number again and went through the same routine -- no answer. I finally went to the website to get the email address for customer service and sent my inquiry that way. After several days I heard back from someone via email and was told the couch would deliver the week of Sept. 7 and I could pick a date -- so I picked the 10th. Great! Finally an answer. Then, we get a message from Carly asking us if we still want the couch. Wait, what? I thought I just had a delivery date. At this point I figured I had a date in writing, so I was going with that.

Then my fiance received a call from Carly saying that the couch was delivering on the 8th. Even more confusion sets in because I scheduled the 10th. I didn't bother to call anyone because -- why bother, right? It was going to come one of those two days. But lo and behold -- we get a message and an email saying it would be delivered on the 9th!!

Does anyone at Bob's know what the heck is going on?

The good news is that it did deliver and it delivered on Sept. 9. The arrival text message had the wrong address on it so we had to correct that to ensure it went to the right house. The delivery team was AWESOME. They were careful carrying it in. Opened it outside so none of the waste got on our floors. They explained how it worked. It was a great delivery day.

So with this experience I don't know if we would go back to Bob's. I give three stars because the sales and delivery experience was great, and we do love our couch, so I thought that warranted three stars. But the customer service was horrendous and it made me think that no one knows what's actually going on in the company. I'd like to chalk it up to having to keep business moving while going through a pandemic, but other companies have managed much better than Bob's. The least you can do is have someone there answering the phone. I can deal with shifting delivery dates, but when customers can't get a hold of anyone on the customer service line, it's time...