Bob’s Discount Furniture and Mattress Store — Attraction in Saint Peters

I’ve never felt compelled to write a bad review until now. From start to almost the finish line, this has been an absolute nightmare. If I could give zero stars, I honestly would. My fiancé and I were in the market for a new couch, and I want to be clear that our salesperson, Shirley, was fantastic. She was attentive, wonderful, and incredibly helpful. She deserves 5/5 stars.

We decided on a brown Sofia sectional, ordering two armless sofas and a right- and left-facing loveseat to create a custom U-shape for our living room. This approach cost us more than just the standard Sofia set, but we were fine with that. We paid the nearly $3000 in full on the day of our order. Three of the four pieces were scheduled for delivery on Saturday, December 7th, and we agreed to wait for the final piece on Saturday, December 21st. Shirley and I confirmed the dates together.

The next day, we received an email stating that all pieces would now be delivered on the 21st. This was problematic for us as we had a holiday party to attend and couldn’t assemble the couch that day, especially with the old couch removal planned. I spent the next three days on the phone, desperately trying to resolve the issue. In total, I’ve spent 179 minutes (almost 3 hours) on the phone with customer care this week, not to mention time spent texting with their online support. Each time I called the store, I was told they couldn’t connect me directly and would submit a request for someone from the store to contact me. Despite my patience, I never received a response. Even the line i was told yo text to talk to the store directly was radio silence until Saturday the 7th. I even spoke with a warehouse manager who told me he couldn’t adjust the delivery date. I was given countless excuses ranging from system errors to human mistakes, but no solutions.

Frustrated, I took one of my few days off to visit the store in person. Shirley was once again apologetic and confirmed our original delivery dates. However, the GM, Kevin, was on vacation, and a temporary replacement was in the back. He never once came up to speak with me. I spoke to a sales supervisor who agreed to remove the $179 delivery fee as compensation, after discussing with the temporary manager in the back. This was less than 0.06% of the total cost of the couch. I was still unsure whether to cancel the order and go elsewhere, but I really loved the couch.

I decided to call customer care again to escalate my complaint, reaching Derek in Maryland. After reviewing my account, he was able to reschedule the delivery of the three original pieces to Tuesday, December 10th—something no one else had seemed to be able, or want to do. I had to take day off of work, but at least it was better than waiting until the end of the year.

But the relief was short-lived. Upon delivery, I found that one armless sofa was missing a foot, another had several staples missing from the bottom fabric, and the loveseat had two seperate tears with stuffing spilling out. I immediately called customer care again. I was told that the foot wouldn’t be available until February 2025. They could send a replacement for the armless sofas, but I’d have to take another day off work. The customer care agent suggested I take a foot off the damaged sofa to avoid returning both. I managed to do that myself, but it was absurd that I had to. The replacement armless sofa is now scheduled for Saturday, December 14th, but I’m still waiting for help with the tears in the loveseat with a support ticket.

I have one remaining piece to be delivered on the 21st, and I’m losing all faith that it will go smoothly. This entire experience has been a nightmare, and I can't see myself ever shopping here again, nor would I recommend it to anyone. I urge anyone with authority to reach out to me to address the many issues we’ve faced throughout...

Seem as if they have a high employee turn over. Purchased furniture in January, had to wait until mid March for delivery, which was fine , we wanted everything delivered together. First reach out in March for information on furniture return,we did not like the fit of recliner. Original salesman no longer worked there .so I dealt with someone else. Tried the recliner for 5 days and it still didn't work to our expectations. Went back to store, well the last sales person was no longer there either So we start the process of finding yet another recliner. Walk in the store with paperwork in hand, literally. I have never seen so many sales people run so fast with a customer walking in with paperwork. However, one lady that came from a different direction from where the others were, greeted us. Once she discovered we were there to look for a recliner for a exchange, she immediately said to walk around the store and see what would work. Color was a factor to match the couch. I asked her to show us recliners that would work with the couch and I preceded to show her the couch, got the same,walk around and look and let us know if you find something. She excused herself to use the restroom She never came back and couldn't find her. Finally, we find her at the candy bar!! I asked my husband if we could leave and come back on the next day which was a Monday. We returned the next day, paperwork in hand. Sales people scrambled again 😳same story as above. I took a pillow from the couch in store to try to match with the recliner that would look best and was also comfy. Not one single person offered to help or even addressed us as customers. We found what we **think will fit the comfort of our liking for a recliner. Found a lady that was entering info into into a computer, explained the situation and she was too busy to help us. Just to remind those of you reading this, there were only 3 different couples in the store while we were. Okay, the lady at the computer said we would have to deal with store manager. He finally got everything done, we also have a store credit, but no refund in form of original payment, because they do not do that, it would be up to the manufacturer of the original recliner we purchased as to refund our money. Unless we find something in store to replace the original chair. So after all is said and done, we will not get new recliner until mid April. They will not pick up and exchange recliners until the new one arrives. So, here we sit with the recliner sitting in living room to wait to be picked up. Recliner that we are donating in living room and a brand new couch sitting in the room which I can not put into place until new recliner arrives. And living room will remain in disarray until mid April when the new one arrives. Needless to say, the credit I have, will purchase some type of decor that is offered on Bob's website. And that won't come until the new recliner arrives. We have within the last year purchased a Victorian recliner, decorative sitting chair, mattress and box spring and all the extra items to protect the furniture, mattress and pillow covers etc. have NEVER had any issues. But the first time we did, all sales people scrambled when they saw us walk in with the paperwork. Won't have a update until recliner arrives mid April. CUSTOMER ALERT... If you are returning or wanting a exchange DO NOT let anyone see you walk in with paperwork, they will run like wildfire, because they make no money for...

I Moved Here From Tennessee And Decided To Go Furniture Shopping For My Children New Beds,Well With Me Being Fairly New Here I Decided To Ask A Few People For Information On Where I Could Get Nice Furniture For A Reasonable Price And To My Surprise They All Said The Same Location BOB’s,That Confirmed For Me Where I Would Go.Well First I Went To The Location Nearest Me Which Was The Northwest Plaza Location I Walked in me and my two children and we found the location of the children bedroom furniture after being there for about 20 minutes I decided on which bed set I wanted but the problem was there was NO ONE THERE TO ASSIST ME I walked to a counter where associates sat and asked if I can get some help I was asked by the same associate did someone greet me at the door which I replied “No”,no knowing why I was asked that question in that moment so I walked back over to the area of furniture for kids bedding and again I waited over ten minutes NO ONE SHOWED UP so I decided to leave well at this point I was extremely disappointed because a few people recommended this place so I decided maybe let me speak with a manager and see if that works well I spoke with a management and explained I was trying to make a person and unfortunately I can’t get anyone to assist me and her response Was “I’m short staffed,people have called off unfortunately I don’t have enough people,” well I asked “if I go next door to value city and don’t see anything I like when I come back will there be some one to help me” her response was unfortunately I can’t promise you that “AGAIN IM SHORT STAFFED” I WAS BAFFLED,The attitude of this manager was Worser than the service I was Upset I had come to a store which is Bob’s that was recommended and the service was TERRIBLE!! Well I thought to myself this can’t be it like this has to be a store issue LET ME TRY A DIFFERENT LOCATION,I got into my car turned my GPS on and headed to Bob’s Mid Rivers Immediately after walking over the threshold I was Greet By A sales associate by the name Mellysa😊And after being greeted she payed attention to the fact that I had children with me and then began on speaking about the amenities they have for the children and I she walked us over to an area that my children LIT UP ABOUT😊THERE WAS ICE CREAM CANDY AND A SITTING AREA WITH A TELEVISION AND SHE REASSURED ME THEY WERE FINE AND THEY WOULD BE OK WELL WE WALKED AWAY AND WE TALKED ABOUT WHAT I WAS LOOKING FOR AND IMMEDIATELY SHE LIT UP IT WAS TIME TO SHOP WE BOTH WERE GEEKED LOL‼️I EXPLAINED TO HER HOW I ENDED UP THERE AND SHE APOLOGIZED FOR WHAT I WENT THRU AT THE OTHER LOCATION AND SHE TREATED ME IN EVERY MOMENT AS A VALUED CUSTOMER EVEN BEFORE I MADE THE PUCHASE SHE MADE ME FEEL AS IF ME AND MY CHILDREN MATTERED AND SHE VALUED OUR BUSINESS, WELL I WALKED IN WITH A 2,000 budget and when I got thru making my purchase I ONLY SPENT A LITTLE OVER $1,600 I WAS SO PLEASED WITH HER AND HER SERVICE IT WAS OVER AND BEYOND WHAT I EXPECTED COMING FROM ANOTHER LOCATION AND AGAIN AS I WAS LEAVING SHE APOLOGIZED AGAIN I TOLD HER NO NEED TO APOLOGIZE BOBS DIDNT LOOSE A COSTOMER SHE HELP BOBS GAIN A...