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

So this review is about an order that was placed July 6. My mother had gone to the store and really liked a specific sofa set that was on the sales floor. The order was taken by Ernest Dimbo. It was never disclosed by the salesperson that the sofa set was discontinued during the purchase. The order was placed, my mother was given a delivery date of 8/8/25. Due to a death in the family, my mother reached out to the sales person and tried to adjust the delivery date to work around the funeral arrangements. After calling to adjust the delivery date just a couple days prior from the expected delivery day, she received a text from the salesperson advising her that the items she ordered were discontinued. That text was followed up by another text that "some" items were still available, not specifying which of those items were available. Throughout the whole process she was never told about any problems with her order and was expecting the delivery to be made on the delivery date. If she would of never called to postpone the delivery due to the family emergency, she would of never been notified of the change in order status. Once we handled all the funeral arrangements, we had time to go to the store and figure out exactly what happened. We explained to a lady at the customer service desk the nature of the situation. She explained that they send "automated" texts and that was the reason why she may have received the text about "some" items in the order being available. Giving us no clear answer as to why the order was taken in the first place, and why the order status changed just two days before the expected delivery date. She then proceeded to process the refund for the money paid towards the order. After talking to her for a while and handling everything, somebody else walked behind that desk and he introduced himself as one of the managers there. We explained the situation to him and how unhappy my mother was for the lack of understanding that our family was dealing with a death. He proceeded to explain how when a delivery is not executed, the items get put on a "block" and the items were given to another customer waiting. This is highly unprofessional from this staff to handle this in this matter. Accepting an offer for an item, having a customer wait a whole month, to not be considerate to the current situation and give the items they were waiting for away to another customer. If she was updated throughout the whole process and given any updates, this review may not have been posted. But the lack of communication and unprofessionalism shown by this staff should be noted by any future customers looking to purchase anything from this store. If it was an option to give anything less than 1 star, we would. But unfortunately they benefit from the option of 1 star being the lowest you...

I recently had the pleasure of dealing with Jolene from Bob's Discount Furniture over the phone, and I must say that her exceptional customer service skills left me thoroughly impressed. From the moment I reached out to place an order for a king bed until the final confirmation, Jolene went above and beyond to ensure that my experience was nothing short of fantastic.

From the get-go, Jolene exuded warmth and professionalism, making me feel valued and heard as a customer. She displayed a genuine interest in helping me find the perfect bed for my needs, demonstrating an extensive knowledge of the product range and offering valuable insights to assist me in making the right decision. Her friendly demeanor and positive attitude made the entire process enjoyable and stress-free.

What truly set Jolene apart was her proactive approach to customer service. After our initial phone conversation, she made it a point to stay in contact with me via text, understanding that sometimes customers need a bit of time to finalize their decisions. Throughout this period, she was always available to answer any questions I had, providing prompt responses and ensuring that I had all the information I needed to make an informed choice.

Jolene's dedication to ensuring my satisfaction was evident in every interaction. She not only assisted with the order placement but also offered valuable advice on additional products and services that complemented my purchase. Her attention to detail and commitment to going the extra mile for customers are truly commendable.

Another aspect that impressed me was Jolene's efficiency and organization. Despite handling multiple customers, she always seemed focused and in control, never rushing the conversation and making sure that every detail was accurately recorded. This level of professionalism is a testament to her commitment to delivering top-notch service to every customer she encounters.

In conclusion, Jolene's customer service skills are nothing short of exceptional. She possesses all the qualities one could hope for in a representative of Bob's Discount Furniture – from her friendly and approachable demeanor to her wealth of product knowledge and unwavering dedication to customer satisfaction. Thanks to Jolene, what could have been a mundane order placement process turned into a memorable experience that I will fondly remember.

If you find yourself in need of assistance with your furniture shopping at Bob's Discount Furniture, do yourself a favor and ask for Jolene. Her outstanding customer service will undoubtedly leave you as impressed and satisfied as I am. Thank you, Jolene, for making my purchase journey such a...

Worst service ever!!! I wish I could give zero star, but I can't so I will give one star. I bought a bedroom set, a sectional and a rug more than a month ago. They charged me full price, but I still had to wait more than a month to start receiving my furniture. They had a previous attempt to deliver the dresser with the mirror, but it had scratches so they took it back and sent me another one along with the night stand and the sectional after more than a month waiting. The delivery was arranged today Friday since I worked from home, and the delivery guys put the furniture together and left, and I started to work. Then later in the day I noticed that the mirror frame has scratches. I called customer service and told them about this, and asked for a credit because I already returned the dresser with the mirror for scratches, and they tell me that they have to send a technician to see the scratches next Friday. I am so upset to go through this all over again, and I am still waiting for the bed and the other dresser from my bedroom set to be delivered on the 26th. I am so disappointed with this store. Very nice at the store when they are trying to sell things to you, but then after that everything sucks. Delivery super delayed, scratches, horrible customer service. Fun fact the guy that spoke with me from customer service said that his name was Ethan, but wouldn't provide his last name nor employee number. How do I know that "Ethan" is his real name and not a made up name? That's the type of customer service they have. If you read my review until this point, I hope it helps so please save yourself some trouble and headaches and DO NOT BUY ANY FURNITURE AT BOB'S...