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

My fiance and I got furniture for our first home at Bob's in Southington, CT on May 24, 2020. The whole purchase included two sets of living room furniture and patio furniture. We were told that the majority of the furniture would arrive in the next week or two except one couch, the "Venus Navy 2 Piece Right Arm Facing Bob-O-Pedic Gel Full Sleeper Sectional". Our sales associate, Max, said this wouldn't be delivered until June 20, 2020. We agreed that this was okay and that we would wait for the last couch, and proceeded with our purchase. We got the majority of the furniture on 5/30/20 with no problems. June 20, 2020 comes and we got notifications through texts like before that the Venus couch was coming. We did not pay for assembly and had them drop off the couch and they left. After they left we opened up the packaging and we realized the two pieces did not fit to match properly. The chaise section had the arm on the right side when sitting, which was correct. The other piece with the sleeper also had an arm on the right side when sitting, which was INCORRECT. The section with the sleeper should have the arm on the left when sitting down. Therefore the couch was not functional and they sent us the wrong piece for the sleeper section. I called customer care that same day (6/20), waited 2 hours to get through to someone that told me Bob's couldn't replace the wrong section until July 18, 2020. I said okay that's fine and we also went to the Bob's store in Southington on 6/21/20 to confirm this replacement was happening. Our sales associate, Max, confirmed it would happen and we DID NOT SIGN anything on this day. Max also confirmed that he did place the order correctly for the right piece on our original purchase! July 18, 2020 comes and we did not receive notifications through text that the replacement was coming and no one showed up. I went to Bob's (7/18/20) in Southington to find out what happened, to learn that the replacement was not ordered and that the piece is now back ordered until September 1, 2020. I told them I wanted a refund at this point because I was not waiting more than 3 months to use a couch that was already charged on a credit card and when we purchased all the furniture in the beginning we were expecting the correct pieces! I didn't want this Venus couch anymore because it was already way too much of a hassle to get the correct piece and the wrong piece is just sitting in my house not being used. The manager and secretary said they couldn't do anything at the store to help me and that I had to call customer care AGAIN. I called on July 18 and waited another 2 hours to speak with someone to tell them I wanted a refund for the poor customer care and support I was receiving from an issue that was NOT caused by me. She kept saying that I could not receive a refund and that I could only wait for the correct piece. I asked for a supervisor and started speaking with Alexis. He kept saying the same thing that he couldn't give me a refund because of policies. He said he could get the piece replaced on August 7, 2020. I asked to get a confirmation email of this happening so that I would KNOW that I would definitely get the piece on this date. He explained that he couldn't until 10-15 minutes after the call was finished. I also asked for a direct email for him or a phone number to contact him so I wouldn't have to wait another 2 hours to speak with someone. He then sent me a "draft" of the piece coming on August 7 and assured me there would be another email after the call was done. The call finished and we DIDN'T receive a final confirmation email, which means I don't know if the piece will even be replaced still. I also put our phone number into the website's delivery tracking and could not...

Very poor customer service. The store manager and customer service do not even return your calls. I purchased a desk and chair with delivery and white glove service from Bob's Discount Furniture on 9/10/23. They were supposed to deliver the desk and chair to my home and put the furniture together for $40 white glove service and $70 delivery. 1st attempt they only delivered the chair ( which had 3 parts to be assembled), the desk was out of stock. 2nd attempt the desk was brought to my home, unpacked and they found out that they had no hardware to assemble the desk with. Twice I had made arrangements to be home for the delivery window time frames and I was totally disappointed with the service so I cancelled the desk. They promised to deliver the items and assemble them together, and that did not happen. Bob's credited me for the price of the desk only. Customer service said that I had something delivered to my home so I had to pay the $70 even though they did not hold up their end of the transaction. I called the Southington store and asked to have the manager call me. Three days no call back. I went back to the store so that I could speak to the manager and explain the situation. She said she would reach out to corporate to try to have the extra charges removed. At this point I only wanted to pay for the chair plus tax since it would be easier to just keep the chair rather than go through a return process. She never called me back but I did receive a credit for the $40 white glove service. I called the manager to ask about the $70 refund for the delivery which was not completed as promised. She has not returned my call and they have not refunded the $70 for the delivery fee. I chose the chair to go along with the desk. I expected to have the items delivered as promised. I was told that with Bob's white glove delivery service and goof proof protection plan I was totally covered and would have a seamless delivery experience. I purchased a mattress at Bedding Barn in Southington that same weekend. I did not have to pay for delivery or white glove service only for the removal of the old mattress. They delivered on the promised day. The Bedding Barn store associates called me to see if I had any questions, the day before the mattress was delivered. The Bedding Barn store called after the delivery to be assured that everything was up to my expectations. Bob's Discount Furniture can't even return your call when you have a problem. In summation "Don't waste your money at Bob's Discount Furniture". There are many retailers that will appreciate your business and keep their promises. The chair cost $149 and I am paying an additional $70 for the delivery of that one item which was supposed to be part of a set. A chair for $149 has cost me $219 plus several hours of my time and frustration at Bob's Discount...

Nothing but problems. I went in there looking for a dining room table I picked one out and applied for their credit. I made it clear I wanted to come back to show my husband before making the purchase they said okay. After a few weeks we finally were able to go back and we picked out a different table one we liked better than the other one. Well apparently they put the table I was looking at on hold on my account and I had to wait for the bank they use to reverse the transaction which took 2 weeks ( because they didnt have a phone number so had to keep emailing them). Right then I should of just walked away but giving them the benefit of the doubt I waited. Finally was able to purchase the table 2 weeks later to be told it is now on back order and had to wait another 2 weeks for delivery and 4 weeks for the bench. Still I thought we waited this long let's just wait. My table arrives and love it the men worked really fast to put it together and is great. My bench comes a few days ago the guys put it together in the truck and bring it in my living room and literally run to their truck. I set it up next to my table and is put together all messed up the bench doesnt close and is wobbly. I call Bobs immediately hoping to get the guys back because they just left and have to wait a week for someone to come out and fix it, if they can't then have to order another one. But it doesn't stop there. A month later from making my purchase I get an email saying that a purchase of $133 was made I called immediately trying to figure out what happened. Bob's told me they didn't see a order so transferred me to a customer care agent where she told me my table cost $799 where on my paper work and online it says $599. Once I told her that she changed the answer to "those are service fees, tax, warranty and delivery charges." Which was already added on to my purchase at the time of purchase which was a month ago. Why add $133 a month later? No one has answers and everyone is guessing.

This was my first time ever purchasing from Bob's and...