Bob’s Discount Furniture and Mattress Store — Attraction in Springfield Township

I went into the store and purchased a sofa and love seat on Tuesday, May 24th. Pretty good experience in store with the sales guy Matt and manager Mike...this is where the positive experience will end. The earliest delivery day they had available was Saturday 5/28. My fiance and I had a vacation planned, but made alternate arrangements so I could be home for delivery Saturday and meet her and our 4 month old baby girl after delivery. We get a call on Wednesday morning letting us know a slot opened up on Friday (5/27) and they changed the delivery date...awesome news. Mike let us know we will be getting a call on 5/26 to give a time frame for delivery. No call on 5/26. I took the day off as planned on Friday and call at 1pm after no delivery has arrived. Customer service tells me that I have yet to schedule a delivery date. I get in touch with the store only to find out that the manager Mike left our order in the que and never scheduled it, and will not be able to get my order. I was upset, but was promised the couch would be delivered on Saturday 5/28, the original delivery date. Because of the last minute change I had no way to join my family on vacation and would not be able to go (we have guests coming on Monday and needed the furniture to be delivered before then). I am told they will call me back at 5 with a delivery window. 5 comes and no call. I follow up and am promised delivery AGAIN on 5/28 and they will follow up with a window. At 9pm I still have not received an update so I call the store again. I speak with a new manager, Amanda, and she is the first person to actually apologize and give me a straight answer. She tells me nobody should have promised delivery for tomorrow and I will not be able to get the couches until Tuesday 5/31. Now I have no way of getting down to meet my family for vacation and have no couches for this weekend. This entire situation was handled poorly by the entire staff at Bob's Furniture on Baltimore Pike in Springfield, PA. Everyone I dealt with today (with the exception of Amanda) was extremely unprofessional and I could not be more unsatisfied with their follow up, service, and the overall experience. The only recommendation I have for Bob's Furniture, is to stay far far far away from them. I will NEVER buy anything from these people for as long as I live...and that is a promise.

*also, my rating should be zero stars, but for some reason that is...

I went here on 1/1/24 it’s been the worst experience ever. I never received all of the sectional that I ordered I got 3 of 4 pieces. I was consistently lied to by customer support on multiple phone calls. I returned 2 of the 3 pieces to the one company that was used. The sales person put it on two different companies so I asked multiple times to return the furniture and they claimed first that it was cancelled and how sorry they were then after I was still being charged I was told by bob’s they couldn’t do anything cause of the one company so after paying that company $600.00 I called them and asked them to return the 2 pieces they did and wanted me to pay an additional $258.00 on top of the $600 I already paid for furniture I don’t have. On the other credit which my credit that I worked really hard on to fix has been effected badly is a warranty for furniture I don’t have delivery that was never completed and one piece of furniture I never received and one piece that I still have and have asked to be returned. I don’t think it’s legal to charge your consumer for items they never received. Now I’m being told I have to call a company that I don’t even know who they are and they will pick up the last piece but sorry we can’t do anything for you haha so all the furniture would be gone and I’d be out $600 and still have damaged credit with items I never received and one piece that’s returned I feel like I’m living in a bad game. How do you think you have a company you’re consumers. I was even just accepting losing the money I already paid when most of us are barely surviving but bob’s isn’t willing to do what’s right I just can’t believe this I did everything I was supposed to Bobs you didn’t and you’re still not doing the right thing. I won’t go away you can’t just charge your consumer for items never received. I will be looking for advice on how to proceed and I will be finding a way to speak to someone other than the customer support line in no way is it ok to charge a customer for items never received. Do yourself a big favor and don’t get furniture from here by far the worst customer service I ever experienced and I mean the ABSOLUTE WORST I wouldn’t...

We purchased the chadwick loft bed/desk combo and a 5-piece Bettie bedroom set for our daughters' rooms. The delivery day (1/18) came and they were missing the desk piece to the loft and our bedframe for the Bettie. We understood and called Bobs to see when those items could be delivered ... now, 1/23. The morning of 1/23, we get a call saying the delivery was cancelled. Come to find out those 2 items never arrived the night before and we were supposed to have received a call/email notifying us.

So they rescheduled for Friday (1/26). We received an automated notification that the truck was arriving in 6 minutes. Then an immediate text saying our 'items arrived.' We called and they said the 2 items were damaged. Turns out the bobs furniture delivery company said the items were not available and they weren't sure why we were told they were damaged. So we spent all day on the phone with them trying to make it right because now the bedframe was on back order until 2/15.

They called later that night to tell us they couldn't make it work so they approved a return/refund but because only some of the items arrived, they couldn't refund our credit card (which we opened at the store). Kiki was great to work with in the resolution department. She said that we will receive an email asking us to pick a method of payment and then we could pay off our credit card that way.

We received an email the day after the items were picked up (that process went seamless, of course) and went through the steps to create an account in order to pick how we want our refund. We received an error that my husbands name was incorrect. And now there's nothing they can do and we have to wait 5-7 business days for a check in the mail.

We will never do business with Bobs ever again. They can't even give a refund correctly. Clearly their communication to their customers and within their own company is broken as well as their automation (text, email, refund...