Bob’s Discount Furniture and Mattress Store — Attraction in Salem

I’m only doing this review for this location because this is where I shopped. So this review is a bit overdue. I already wasted so much time and frustration dealing with this company I didn’t want to further aggravate myself by going back over all this but hopefully it’ll be helpful to someone. So let’s go back to the last week of August. I purchased a 5 piece fusion bed set to be delivered on 9/17 as I needed time to get rid of my old bedroom set. About 3 days before the delivery date I was texted by Bobs telling me that the flip top chest for my set would not be delivered as it was damaged. They told me they would deliver it Saturday. However Saturday did not work for me and given my upcoming schedule I didn’t know when I would be able to take delivery. I told the store manager Saboo that I, like him, am a retail manager as well and can’t just change my schedule at the drop of a hat. His response to me was “What? Do you work 7 days a week?” He then tried to save face by saying “well I know some retail managers do” but it was obvious he was being a smart ass. And that was my experience both times I dealt with Saboo. Pompous, condescending, and sarcastic. So the delivery day comes. Everything goes ok at first. Within an hour of the delivery being made I notice my headboard is cracked on both sides, and the frame to my mirror is also cracked. Needless to say I wasn’t happy. Turns out all the pieces were damaged. All 5. I called customer care and they ended up sending someone out to look at the damage. In the days leading up to the gentleman coming out to my house to look at the damage a second delivery attempt was made for my flip top chest. The second one, also damaged. I turned it away. So a few days later the gentleman came to assess the damage. He was really good and I felt like we were getting somewhere. That same day was also the now THIRD delivery attempt of the flip top chest. And guess what. That was broken too. At this point I’m fuming. I go down to the store to see what my options are because the customer care people are almost impossible to understand. So I end up speaking with Saboo again. I told him this is absolutely unacceptable that my order has been messed up now 3 times and someone needs to be held accountable (which apparently isn’t a thing at Bobs). I explained to him that if I messed up an order 3 times on the same order, with the same customer, that I would get fired. He immediately got defensive and said “Oh so you want me to get fired???” I asked him “you are a manager for Bobs correct? You represent this company correct?” He then went into ALL the reason the furniture being broken is neither his nor Bobs fault. That the furniture comes in on big shipping containers and they have no control over what happens to it on its way here. I asked “so three failed deliveries is acceptable to you?” No answer. Just deflected with telling me all the things that can happen on a container ship. I asked “So the whole container was broken?” He responded with “I’ve been in the furniture business 17 years and this how it is.” So apparently selling broken furniture is what Bobs does. My initial reaction was to do an outright return of the set and go elsewhere for another one. But at this point I had already spent 3 weeks dealing with this and I was basically not going to have a bedroom for 3 weeks or so if I went elsewhere. So basically Bobs just wore me down. Finally I agreed to one final delivery where my whole set would be replaced. At first I was assured by bobs customer complaint text line that there would be no problems. As the date got closer and I reiterated my concerns they would make no guarantee that the new set would not also be broken. And guess what. The fourth set, almost all broken. The headboard and mirror were the only two pieces that weren’t WORSE than the pieces I already had. All through this I kept telling Bobs I wanted some kind of compensation for all this and they kept brushing it off saying they only compensate once. The compensation I got, $180 delivery fee waved....

This review is for the outlet area of the Salem NH Bobs.

Overall: great outlet deals, but it will take you several hours to finalize a cash purchase.

Pros:

1. Great deals are available in the outlet but expect to go back a few times because their inventory turns over almost every day.

2. overall customer service was bad at best but there are good employees (they are just hard to find in the outlet area). Once we had somebody helping us he was fantastic, 10/10!

3. They will give you a price but it is negotiable (if you are good at negotiation). The listed price for our couch, which was discontinued l, was 699 but we got what was a$1500 brand new couch (before it was discontinued) for $450 at the outlet in Salem including a 3 year good proof warranty.

Cons:

1. the outlet part of the store is a disaster.
2. It took us over 3 hours to finalize the purchase because nobody would help us, although, when we finally were able to hold the attention of one of the sales people he was fantastic.
3. Don’t expect the couches to last more than 2-3 years regardless of how much you pay. Bobs is less expensive than Jordan’s, Ashley, and Bernie and Phyls for a reason. But if you have pets or kids or are generally rough on your furniture, no couch will last longer than 3-5 years. This is our 3rd couch from bobs, the first time we spent over 2000, next was 999 and this time we just went straight to the outlet section.
4. the good proof warranty is cheep but make sure to read the fine print. We finally got our claim approved for our last couch after over 6 months of fighting with the people. Normal wear and tear is NOT covered so if you’re going to submit a claim it needs to be because of an accident or a specific event (pet damage is not covered either for...

Horrible experience. Needed a mattress fairly quick so went in to Bob's "in person" but got the online treatment. You know the type, no flow up, no accountability and no one at the store that I can talk to. Called into a calling center (1) one day before my mattress was to be delivered only to find out it was not coming.

After talking to the calling center, who wasn't sure about my order, they preceeded to kick the can down the street by giving me different dates that it could arrive. Well that wasn't the deal! I was assured I would have it before my scheduled trip, it wasn't so had to cancel because I could not be assured when FedEx would deliver it and Bobs would not deliver it.

I've made 3 phone calls, because they don't follow up, to get my money refunded and it seems that they are making that tough as well. They took my money in 2 seconds but tell me it will take 2 weeks to get it back??? It doesn't have to be that way guys if you don't want it to be.

Treat your customers with better respect when handling issues, refunds and returns and you might have a company process that even upset people can compliment you on and might even do business with you again. Continue to do what you are doing now and you'll get more people like me who will start to look elsewhere for better treatment.

Every company has issues with their customers but it is the company that is just as eager to help when there is an issue that stands out in most of our minds and this company is not eager to help. They talk a good game but their actions do not compliment...