Bob’s Discount Furniture and Mattress Store — Attraction in St. Ann

When we first entered the store, we were greeted by one of the employees. He seemed very knowledgeable and quickly picked up on the fact that we didn’t want to be followed around or have every item explained to us. Having visited several other furniture stores where employees immediately descend on you and try to sell you everything you don’t want, this was a refreshing change. Overall, the initial shopping experience was a 10/10.

After selecting a mattress, I approached the same employee who had initially greeted us—turns out he was one of the managers. He then called over a different sales associate, explained exactly what we wanted, and showed him the product. The new salesperson began asking for my personal information, such as our delivery address. This is where things started to go downhill.

The associate informed me that the store didn’t carry any products in-house and everything had to be delivered. This was frustrating and would have been helpful to know upfront. Since I hadn’t done any prior research, maybe that information is available online—but it wasn’t clearly communicated in-store.

I then asked about the delivery fee and was told it would be $150. With no other option presented, I agreed, and we began filling out the paperwork. Before finalizing the payment, the associate brought in a manager to review the details—which turned out to be a good policy, as the wrong mattress had been placed on the order. The error was quickly corrected, and the manager (a different one from earlier) had the sales associate finish the transaction.

I paid and was given a receipt. I double-checked it to ensure the correct item had been purchased, as I hadn’t been shown anything during the entire process—they were using an iPad and didn’t share the screen with me at any point. I was also handed a paper and told, “This has everything you need to prepare for delivery.”

Upon reading the paper in my car, I discovered that we had been signed up for “White Glove Delivery.” To my surprise, this was just one of three delivery options. At no point had I been asked which delivery option I preferred. White Glove Delivery was the most expensive, including unpacking, installation, and removal of the old mattress. The second option, Threshold Delivery, involved simply bringing the mattress just inside the door. The third option was free—in-store pickup once the item arrived.

At this point, I was quite angry. As a young woman, I’m not comfortable having strangers come into my home to set up a mattress. I also didn’t need the help—I’m fully capable of bringing it inside myself.

I went back into the store and found the original manager who greeted us. I explained that I didn’t need White Glove Delivery. He was able to change the delivery type, and I’m supposed to receive a refund for the difference.

But my question is: why was I never given the delivery options in the first place?

It feels like a deliberate attempt to upsell without my consent, which I find highly disappointing. The sales transaction ruined what started out as a great shopping experience. I would...

The worst experience every... I went to BOB'S 6-1 purchase a Chase, couch with sleeper bed furniture set and a double twin size bedding set. Furniture was to deliver on 6-5, I knew I would have to wait for the twin mattresses for a later day. This wasn't in stock & I was okay with this. I paid the "White service delivery"... Nope never received this service. 6/5 delivery the couch set came but NOT THE 'COUCH MATTRESS'. Also couch had a small rip in it, this was not set up and I had to give them a drill to put my son's bed together. Called customer service with my issues. A new replacement left facing couch portion and couch mattress, was to be delivered on 6/8(after a surgery 6/6). On 6/8 only thing that came was mattress. They had no ideal about the replacement piece. Called the store, contently they were about to call me regarding this. Reset delivery for 6/12 and was promised a 6:30-9am delivery. I made sure because post hospital visit was on this date at 2:45pm. Delivery call on 6/11 confirming the time was 1-3pm. I immediately call the store about this time frame. Was transferred to CS explaining to the person of what I was told. She then said we "we don't guarantee any time frames on delivery"... So I had to reschedule 6/13. On this date they brought the wrong piece!!! At this point I am passed frustrated. Spoke with CS asked for them to deliver this piece alone with the twin size mattresses. On 6/17 I got up went to BOB'S to speak with a manager "Jared". Letting him know my frustrations. He showed me that everything was set to come on 6/18... Now 6/18 the delivery person comes in my home. Asked that I signed his delivery invoice and started taking pictures of the furniture stating this is BOB'S way of the delivery process. Refused to sign allowed him to take pictures of the piece that was damaged. However, NO one else did this! Then went out side. Put the couch piece in my driveway, took plastic off and asked that I come outside to check the furniture out... Again stating this is BOB'S process. Then wanting me to signed that it was delivered. Refused again because it was not in my house in good standing. Once he placed the piece in my home I re-review it and signed for it. Now let's go back to the twin mattresses... He placed them in my son's room and asked did I want the plastic off? I was like yes and put in the bed. Not sure where the mix up came from but the service I paid for $298 for delivery, if there's a mix up they will take back and should bring right and set up. But I did NOT get it. I did a received a $200.00 credit. But it was enough for all that I...

THIS IS LONG BUT PLEASE READ BEFORE DECIDING TO SHOP WITH THEM! I really wish I would've gone to any other furniture than this Bob's furniture. I decided to furnish my whole home with them and honestly I feel as if I was taken advantage of due to my age and this being my first home. The agent I worked with asked me if I wanted to finance my furniture and I asked him would that mean I was applying for a store credit card because I did not want to open a credit card with them. He ensured me I wasn't, 3 days later I received a credit card in the mail. On top of that he allowed me to purchase an adjustable base that was not compatible with the storage bed I chose but because it costs more that meant more commission for him. After waiting months and receiving my bedroom furniture pieces at a time, it wasn't until 3 hours after assembling the bed I realized it was not compatible and one of the drawers were sent broken in pieces. (The storage drawers cannot be installed due to the legs on the base) When I called the store I was told the adjustable base was not compatible and my agent should have told me that and they would not accept a return to refund even though this was DELIBERATELY done by their employee. I spoke with the agent and he told me that he's done this before (sold incompatible items to customers) and was able to send a service team to modify the slats to make it fit. They sent out 2 separate teams and neither really knew what they were there to do and nothing was done at all. The sales tactics and flat out lying they do is absolutely ridiculous. I've been offered compensation numerous times yet not a single penny has come to fruition. Lastly while writing this review I noticed an unauthorized charge on my financed account with Wells Fargo. When I called they couldn't tell me what I was being charged for despite the charge saying that it was MANUALLY entered by them. (Through my own investigation they have charged me twice for the merchandise) They're telling me there's nothing they can do about that also. So almost $10,000 later I am stuck with a storage bed that has two gaping holes on the side, a broken drawer, and an "Oh well" from Bob's. I will be contacting the BBB to address this since no one from Bob's care to...