Bob’s Discount Furniture and Mattress Store — Attraction in Town of Grand Chute

We bought furniture from Bob's Discount Furniture in Appleton in October of 2020. We visited four furniture stores, and all the others warned they wouldn't be able to fulfill anything ordered until April or May. Bob's said they could have an order fulfilled by January, possibly February. That's why we chose Bob's. Here is the text from an email I sent them in April, so that I don't have to recount the whole ordeal again: "The reason we chose Bob's above the four other furniture stores we visited was because Bob's told us they could have furniture orders ready and delivered by January, February at the latest. You can see in the attached paperwork from Bob's that the furniture was expected by January. "I understand that there are delays in manufacturing. I know that this is an issue in every venue and every marketplace around the world right now. I know that. What I have a problem with is Bob's deceiving us that they could have the furniture sooner. Every other furniture store told us that it would be at least April or May before they could promise furniture orders fulfilled. This is why we picked Bob's. "In addition to not fulfilling our furniture order in January OR February as we were assured, they have continued to treat us rudely every time we've called to ask for service and support. At one point a manager promised my husband that we would have the order completed and delivered by March 19, because we had family coming in from out of state to visit and we needed the pull-out couch we had ordered FIVE MONTHS before. That day came and when my husband called to ask when our furniture was coming, the store told him they didn't know what he was talking about and they didn't know who he talked to. As a result, our family members had to end up staying in a hotel room, spending hundreds of dollars they shouldn't have had to spend had our room been ready as promised. "Now here we are six months later and we still only have half of our order. We feel like we have been deceived by Bob's. We are beyond disappointed and frustrated. We will never order furniture from Bob's again, because of the way they treat their customers."

Update: We were finally delivered the second half of our sectional on Tuesday, May 11. SEVEN MONTHS after our original order. Additionally, we STILL have not received the console/table for the front of the room, and were told by Bob's that we won't receive it until at least July.

DON'T BUY FROM BOB'S.

(Update, January 2023: After having the funiture for a year a half- the pull out sofa mattress falls through the frame on the bottom left corner; the sofa mattress itself is garbage- thin and not comfortable, you can feel the metal frame right through it; and the cushions are already starting to sag. I repeat: DON'T BUY...

I am normally very forgiving and give the benefit of the doubt, because I believe in general people and places do try. I wish I had more than one good thing to say about my experience at Bob's. Summary at the bottom if you don't want the story.

When I found the couch I wanted (Dream sectional), the salesman told me it was the only couch I could get the following week. I expressed concerns about the cushions flattening, he said they fixed that and I would get a new model with better stuffing.

In-store while we talked the delivery date kept pushing out, he gave me the updated date, told me about financing, I applied, bought the warranty at his recommendation where he confirmed they would go out to my address in Marshfield, sale completed, he handed me the paperwork and said adios.

Later I found out the delivery date was not what he had told me, it was another week out and the paperwork had even said it. I dealt with it, then delivery day came.

One of the couch pieces came damaged. Two tries at 45 minutes each later (with the line on the first attempt just going silent and the rep never coming back on), they set me a date and time for them to come fix it.

A day or two later, they cancel it as they wouldn't be in my area in the foreseeable future. They then ask me to actually call back in a few weeks to see if they'll be out there then.

On top of that, the couch has thinner cushions than even the store model did. They sink right to the base of the couch.

In summary:

Don't take the salesman at their word. Verify everything and ask detailed questions and where the proof is written.

If you live in a remote area from the store, do NOT buy the warranty. You might have to wait months before they happen to be in your area again.

Customer service takes forever to get through to, and even their schedules are unreliable.

Do not buy the Dream sectional. It is comfortable, yes, but only for about a couple days before it's a constant battle to keep it fluffed up. I should have seen the signs and was a little too hopeful, if you look at the reviews they warned about it there too.

Also do not get this couch if you'll have older guests with bad knees/hips or poor leg strength sitting on it. It's harder to get out of.

One good thing: when I have it fluffed, guests say it's very comfortable. It is comfortable...

After less than 2 years my recliner had a metal piece snap off. Luckily I got the Goof Proof insurance so the damage was covered.

Unfortunately, after I put my claim in, it took them almost a week to respond saying they said they would send out a technician. Then when I went to contact the company to schedule a repair for the chair, it was going to be about 3 weeks until the technician would be out here.

I asked them, how would they repair something that clearly had damage to the frame? short of replacing half the chair, there's really no way of fixing it. They just told me that the technician would make the assessment and let the warranty company know of what would be needed to repair.

So... chair breaks, i have to wait a month for said chair to possibly be repaired, and if the technician cant repair it that day(which I'm assuming they wont be able to, since a critical metal piece snapped). I'll have to wait even longer.

If I knew ahead of time their warranty service would be such a pain to deal with, I would've went elsewhere with my business, and definitely will next time. The sales people make it seem so simple if anything happens to the chair

I work in healthcare and deal with lift chairs daily. I showed the damage to our bio-med team that specializes in fixing lift chairs and they said it's unrepairable without an entire new mechanism.

I know lift chairs have different mechanisms and motors than the regular electric chair I have, but the build is similar enough to make comparisons.

Update- Technician came, was here for 5 minutes to tell me that, "yeah, the damage is unrepairable". Just like i said it would to the Goof Proof insurance, now after waiting a month, just to get a technician to tell me in a 5 minute inspection what I knew a month ago.

I've had to call Goof Proof about 7 times already and the issue still isn't resolved. From what they told me, it's because they're waiting on a response from the RETAILER (BOB'S), as it is damaged beyond repair, I am to be offered a new chair or a payment. But they are waiting on the RETAILER to respond, I've been waiting for Bob's to respond for 2+ weeks now.

Never buying Bob's again, I'd rather pay double what I paid for this chair to get a better quality chair that would last a very long time. Waiting months for a resolution...