Bob's Discount Furniture and Mattress Store — Local services in Auburn Hills

Like most discount furniture stores, Bob's suffers from the same deficiency they all suffer from. A disconnect between the sale of the product and the product itself. Let me explain. When you buy an item from this store, you are not buying anything Bob's has control over. They don't care about any aspect of the item's manufacturing, servicing, or origin. As long as the quality meets certain below average standards, they are simply the storefront for an infinite number of overseas manufacturers producing very cheap furniture. I have purchased three items from Bob's. A couch, a lounge chair and an ottoman. I have already had to refuse delivery of the couch and have a different one delivered because of tears in the fabric and defects where the legs should be mounted. Even with the second couch, a technician is coming out tomorrow to repair a torn hem on the bottom of the couch we have only had for a few weeks. The ottoman was ok (thank goodness). The chair however, is actually broken. Unfortunately, I took delivery of this item and found out, when I tried to have it returned the following day, that Bob's has no control over the delivery, service or customer issues as soon as you sign the sales order. When trying to resolve the issue of the defective chair in store, I was told that they could do nothing because as soon as items are sold, all control is then handed over to a third party. All delivery is handled by a third-party and after-sale interactions and service is handled by a call center in India. The store can no longer do anything for the customer. Personally, if I knew that once the store collects the money for the product, they will no longer have any authorization to assist the customer with anything resembling a problem, I would have not purchased anything from this store. An easy way to determine if a furniture store operates like this is when they cannot deliver a single item in their showroom in under 1-2 months. This is because all the product is ordered from China, Taiwan, etc. and must pass through customs, etc. I now have to wait another 60 days to get a replacement for this broken chair they sold me. Find furniture stores that warehouse their own items and can promise delivery within 1-3 days. Also make sure to ask if you have an issue, can you walk into the store to seek resolution. Granted, Bob's customer service people are very friendly, however, if I spend my money on a piece of furniture, I want to be able to work with the store I bought it from to resolve any issues. You may be getting a deal on the price when buying "discount" furniture, but that same adage always applies. You get what you pay for. The furniture is very cheap and not meant to last for very long under normal use. Generally you won't get more than 5 years of normal to heavy use out of anything you buy at Bob's. Spend the extra money elsewhere and get furniture that will last 10-15 years or more. Please do what I failed to do and read the entire sales contract from beginning to end. I learned a valuable lesson that I will never have to learn again as long as I keep the above thoughts in mind.

Update in response to owner's reply. I would also like to draw your attention to the copy and paste reply made to every single bad review. Every one is identical....

We purchased a full bed set. This included the bed the frame that was movable, and a mattress. They showed up to our house without any tools to put the bed together. We luckily had the tools they needed for them to use. Both the bed and the movable frame had lighting. When they pulled out and left we realized that there were chords dangling under the bed not installed. We called immediately as they were pulling out and we're told we just had to make another appointment. We were unable to make an appointment before the holidays at this point because they only had a limited days to come do repairs. And then in April the electric frame broke in the up position. They didn't have any manual options to get the bed down. The customer service rep just told me I'm sorry there's nothing we can do you'll have to figure it out. Then they told us we had to wait 3 weeks and we had no way of putting the bed down unless we completely dismantled it. I called customer service to get the appointment and I also made them aware again that they never connected all of the wires to the bed. I had to send pictures. They then showed up on the wrong day. We obviously weren't home there was a mix-up and they said they were sorry they could try to get us in the next availability. The day finally came and I had called the day before and confirm what was being done to the bed. I had somebody wait at the house for them and they showed them what was not working on the bed. They again didn't have tools they needed. They proceeded to leave with our bed not fixed again. Customer service was no help and then again told me they would have to reschedule another appointment. We now have an expensive bed that doesn't completely work. We will never purchase from this company again their customer service is awful their installation people don't have the tools they need to even do their job. I've called more than once to confirm what we're doing and making sure it was getting done. Sweeney now we're having to continue to make payments on this bed that...

As I shopped and completed a nearly $3000 purchase in store I was very much pleased with my service IN STORE. The in store staff was great. However, after 2 horrible attempts to deliver my furniture I end up canceling half of the order due to the delivery personnel. I order everything June 22, 2021. I did receive half of the order in a timely fashion on June 25, 2021. The delivery guys did not assemble my dinning room set even though assembly was paid for and shockingly they did not have my massage chair on the truck. The “server” I order came assembled for the most part besides the handles. I was told the delivery truck left the shipping dock before the massage chair got to the shipping dock. (This was a birthday gift for my fiancé) after tons of phones calls back and forth. It was agreed that the massage chair would be delivered on July 9th between 7:45am-10:45am. On this day the delivery driver (Donaven) decided to come an hour early while I was still at work and my household was not awake yet. He was verbally disrespectful and even cursed at me a few times. He informed me “he’s not trying to be out delivering sh!t all day, what’s an hour early”. After our phone conversation ended I watched and listened to him talk to his partner hearing him call me a B!1[#. It was as if he started his day in a bad mood and with my house being the first stop he attempted to take his frustrations out on me. It was the absolute worse experience every. It was not my fault the massage chair did not make it to the shipping dock to get delivered during the first attempt and it wasn’t my fault the delivery guy decided to come an hour early. That was my first time shopping with Bobs Furniture and it will be my last. I understand they work with a company to deliver the furniture. But maybe those contracts need to be revisited. I will not spend my money anywhere and endure verbal abuse. (Photo shows him headed to knock on the door and him on the...