Bob's Discount Furniture and Mattress Store — Attraction in Rockford Township

The prices were decent but the delivery times, communication, and customer service was just terrible. I ordered a twin sized bed frame with matching headboard. The frame was delivered about 3 weeks after purchase which was communicated and understood but I had to wait over 2 and a half months for the headboard to be delivered with little too no communication on delays besides my repeated attempts to call and get information on my order. Then during delivery and assembly the delivery was just a mess. They advertise a white glove delivery and assembly stating they will make sure to not to leave your home in a mess and the delivery crew did exactly that. They walked on my freshly steamed carpet without shoe covers, they tracked dirt and styrofoam throughout my living room and hallway, then they left trash, styrofoam, and plastic all on the floor in the bedroom in which they assembled my furniture. And as stated the delivery guys are supposed to check with the customers before they leave for any problems or to make sure the customer is satisfied with how they are leaving their home and when the delivery crew asked me I brought up the mess and they assured me it would be cleaned up but just as fast as they got there they were gone and I was stuck with the clean up at 8 am. The only good thing I can say about Bob’s is that their prices are good but everything else is just a headache. I simply gave it 2 stars because of the selection and the prices.

UPDATE:: So shortly after this review I received an email from the customer service department of the store saying how they were sorry for my inconvenience and that they were going to send me a gift card to compensate for my inconvenience. So I just went ahead and said I’ll take the gift card although I truly feel like it wasn’t enough to compensate for my inconvenience because I had to pay to get my carpet re-shampooed. Now they said the gift card should be in my email between 7 to 10 business days, it has been a month and nothing has came to my email but their promotional emails. I used to refer people to them but now I just tell them to try somewhere else because the only good customer service you’ll get from there is from the sells reps and a few minutes of good conversation and decent prices really isn’t worth the months...

You'll find it easily; it's in a high traffic area of Rockford and it is easily accessible from the road and has good, ample parking. It doesn't rely on tacky signage or gimmicky stuff like flags and the like; just it's presence. It is what it is: Bob's. And it's incredibly simplistic but effective, and here's why:

After several weeks of going to stores with high pressure furniture store sales tactics, Bob's was surprising. It's a no pressure furniture store. Everything is super relaxed. No one is pushy, no one hovers, you can just shop at your own pace and if you have questions, that's when someone comes and assists you.

They try to be "BOBtastic!", meaning, they aim to give you great value, great selection, and great staff. And the Rockford store EXCELS. If Bob needs a flagship store in Illinois, choose this one, because everything here is done RIGHT. The definition of BOBtastic is this store, right here.

I had the pleasure of being helped by Elijah and Luisa, who helped draw up a quote for me initially on a chaise couch and a couch with a storage ottoman. A week later, I came back, and they remembered me! I wasn't expecting that, and it was a major contributing factor in my purchase - not just that, but the ease in which I was able to make my decision, the help and advice I received - they even went around the store with the couch pillow to try to find me accessories that match (They did. And I bought them. Who does that?! They do that) - the knowledge that they had, it was a GREAT experience.

So much so, that I bought more than what I had come in for! Ordering was fast and seamless. And all but one item is in stock, which is almost unheard of with the supply chain issues. And the item that wasn't? I'll be getting frequent updates.

Thank you Elijah and Luisa for your help and for being so incredibly kind to my family and I. We will be back, and I will absolutely recommend Bob's Discount Furniture...

worst retail experience I have ever received. What I have a problem with:

I am a new customer who opened a line of credit larger than the amount of my initial purchase. So I would like to think they would give a premium experience to someone who is shopping for the first time and has an opportunity to spend more money with the company.

I have called this company more than 4 times, each with an initial hold time of 50 minutes or longer.

It seems the company's ability to “take care of the customer” even in the role of manager, is very limited.

Bob's discount does not believe in giving any additional discount because everything “is already at a discounted rate”. If your furniture is not sold anywhere else, with no other prices to compare to, what's really being discounted?

This is a part of their business motto straight from the website, ”Great service is what we do. From first search to final delivery, we are there every step of the way. Our job is to make you happy. “ Great service is not what I received. They were not there any step of the way. I am not happy.

When calling the stores ”direct” number, it immediately takes you to a call center and it's almost impossible to get to the store directly.

Online website support -or those little robot chat boxes that always pop up on every site - “Queue position: 219 “ was my “position” before a rep would get back to me. Two hundred nineteen.

Established in 1991. I am sure they have had a couple upgrades in technology since then. Yet, the system they use is unable to communicate properly with existing customers on any products that may be on backorder, have not arrived, or on any order status change. The system is not capable of issuing a credit until the entire order is picked up and the system they use doesn't require a customer service rep to give a courtesy call after I have taken delivery to ensure customer...