Bob’s Discount Furniture and Mattress Store — Local services in Aurora

All around poor experience... Starting with the back end of this transaction: I picked up a table & chairs yesterday at Bob's warehouse in Shorewood. I drove back to my rental property where this would be used and assembled the table and chairs (as much as I could). When I finished with the table, I noted a large scratch and secondary, small scratch (too pics). Then, the two chairs had 3 left legs and 1 right leg (!). I reported these issues this a.m. via chat, which took well over 20 minutes. I gave up and called. A gentleman at their customer service center was able to send a replacement chair via Fed-Ex (5-8 days). That said, he indicated that I had to text pictures (not online or via call) to report the scratches. So, I was moving on to my 3rd method of contact for the day. I texted pics to the number provided, and ended up texting with the same person from the online chat. I was told I'd need to return the table at the warehouse (40 minutes away) and pick up a new table (borrowing a truck again). Their QC is apparently awful. This is what you get for "cheap" furniture.

I'm currently texting with a rep who is telling me there's really nothing they can do and that I needed to open all the boxes while on the ramp (there was a car behind me impatiently waiting). Also, they ask for signature the moment the boxes are placed in your car-- there is no opportunity given for inspection upon pickup. More important, we all know that we simply expect orders to be right in the first place. I've ordered so much furniture in my life and really, I can't remember ever having an issue.

The pick-up at the warehouse also wasn't smooth-- the address provided in communication send you to the truck entrance-- not a big deal, but you have to back-track 3/4 mile. Then, I was sent to the loading dock to pick up and I waited almost 10 minutes before anyone opened the door. I called (no other way to contact) and was told the dock staff was occupied (I wasn't told that 10 minutes prior when I checked in at their offices on the other side of the facility). Even the shopping experience wasn't great. I had a sales staffer that had approached upon entry and when I later approached her (after looking around the store for a few minutes), I was swarmed by 3 other sales employees. Does this tend to happen at other stores? Absolutely. That said, it usually isn't to this extent. It is hard to explain, but it reeked of an unprofessional environment. Update: I just ended this issue after over 90 minutes devoted to the this issue. They "agreed" to send the table to me... but, what an ordeal. Texting is not a reasonable method for handling anymore more than the most simplistic issue. Chats/text-based "customer service" is for when you really don’t care about your customers.

My advice? ...

First time I’ve been at Bob’s. Impressed with the selection, pricing, employee’s kindness and knowledge of their products. Did feel a little pressured into getting the “goof proof” protection. Was hesitant because I heard not so good things about this and have had poor experiences with similar companies in the past. Manager reassured me that if their third party claim company (Guardian) gives me a problem, that Bob’s will take full responsibility to fix the issue. Whether it’ll be a great tool (if they, in fact, honor that should the situation arise) or sales tactic - not sure. Regardless, my husband saw an add on Facebook for couches so off we went. From the moment we walked in (with an infant and toddler in arms) we were greeted by a friendly face and helping hand (she knew her products!) Jackie listened to what we wanted and needed, she was able to narrow the selection down to a handful of options. It was very very nice! Huge time saver. We initially came in with an idea of what we wanted but what we found (different couch) truly surpassed that. We found a Modular sectional that checked all our boxes as far as looks and features at a great price. Downside is it’s being discontinued and we have to wait a month and a half for delivery. That’s just the world we live in nowadays. I’ve read horrifying reviews of the delivery service so I’m seriously hoping ours will be smooth sailing. I did want to note one other thing: I was charged for two extra items I did not want. Showroom displayed a 6 piece, I wanted 2 extra armless chairs (ie their 8 piece), got charged an 8 piece AND two armless chairs (ie a 10 piece). Whether this was a communication issue or what, not sure. I did call their customer support (because trying to find a number to talk to an associate at the store was nearly impossible) who cancelled the extra items and refunded to my account. The company will deduct the money asap but it takes 8-10 business days for a credit back. Just be sure you double and triple check all the individual pieces of furniture they put on your bill. Take a photo of the back of all their tags (with the item breakdowns so you know). Still giving 5 stars because we enjoyed the products and people. Wish I could get through to an actual store associate with a question instead of a third party customer service phone team, but if the problem gets fixed and delivery goes smooth and if the situation arises for Guardian or Bob’s to honor their goof promise - I’m happy! Would recommend Bob’s if you’re in the market, go to the store to see what they have. Ask for Jackie! The manager S , she was...

I've been a customer for Bob's for the past 10 years...I do love Bob's but some of their items are hit or miss. Today, I came in looking for a sofa sleeper.

Immediately, I was greeted by Jason. He had a sweet, kind smile, that was warm and welcoming. It was a good impression. After, I started walking towards a woman and she started walking towards me. Her name was Karen and she was my sales agent. I had an attitude and I was already irritated that I couldn't find a sleeper sofa I wanted. I was also out of my area (hour away from home) and I didn't know much about the surroundings I was in. So I was becoming increasingly anxious. When I saw that this location did not have actual sleeper sofa models available to test in store, I became frustrated. I called the Schaumburg store to see if they had some and they said no as well - only limited stock. So, while I was on the phone, the manager Jerry, brought out the sleeper sofa mattress for me to see and try out although it wasn't attached to a couch. I thought this was the sweetest thing ever to go above and beyond like that. He literally went to the back storage warehouse room and dragged out a mattress to the sales floor for me!

So, naturally, Karen and I had to play around with the mattress to see what would best fit. After having some fun and being weird, Courtney walked by and complemented me and said he loved my energy. They all said that I lit up the store and that was fun. So, I spent about an hour and a half trying every. single. sofa sleeper. There were several models...just no actually functionality. At one point, I told Karen to let me just look up and down and keep overthinking and giving myself anxiety and then I'll come get her. The part that got me the most was that she acknowledge my irritation, frustration, and concern. She really cared about how I was feeling and did not judge me for being upset. That honestly touched me. I felt more comfortable with her and understanding/trusting thereafter. Extremely long story short, I didn't leave with a new sofa (due to my anxiety); but I left with a great sense of customer service. Jerry even gave me great advice and said I'm always welcome even if I just want to stop by.

Bob's Discount Furniture has always presented a family friendly atmosphere and every time I go in there I have some sort of frustration, but I always leave happier than before. I would definitely recommend this location and I will be back to shop there again!

Thanks to Karen, Jerry, Courtney,...