Bob’s Discount Furniture and Mattress Store — Local services in Bailey's Crossroads

Avoid Bob's Furniture Store at All Costs

I regret not reading the reviews before making our purchase. We were thrilled to get new furniture after visiting a friend who had a SUPER comfortable couch from Bob's. Sadly, our experience was a nightmare. The couch pieces were misaligned, leaving a gap. The cushions became deformed and lost foam support within one year, while the frame started fraying as though the stitching was done wrong. For a $1499 + $299 (insurance) priced couch, such wear and tear should not appear until at least three to five years of use.

When purchasing the couch, the sales representative assured us of the high-quality products and that the Goof Proof insurance would cover major concerns, especially deflated cushions and wear, which heavily influenced our decision to buy the coverage. He even went as far as advising us to commit fraud the last year of the insurance so we could get a replacement before the insurance expired.

Fast forward two years, and we needed a repair. Half our claims were rejected. The couch is fraying, the springs broke, and the cushions deflated. We contacted Goof Proof and scheduled a repair, informing them about our private entrance. Five minutes after the appointment time, we were notified that we weren't home and the repairman had left. The company rescheduled, and we reiterated the instructions. I took the morning off to assist, but the same thing happened again. They closed our ticket because we didn't respond to their email notification. I called Bob's Furniture to get in touch with Goof Proof, but the automated service kept dropping the call. This was the first red flag that the insurance company was a SCAM. The second were the SEVERAL lawsuits against them for these same exact fraudulent practices. I reached out again and Bob's put me in touch with Goof Proof again, and the representative was condescending, claiming he wasn't discounting my story, but I have no proof. He sent an email for a prorated refund of the insurance. They rejected my claims but want to keep my money?Why should my money go to a fraudulent company? I will be reporting both Bob's and GoofProof to the FTC and VA Department of Agriculture and Consumer Services. I'm also reaching out to law firms to see about filing a class action lawsuit or joining one (seems like there's a whole group dedicated to Bob's Furniture Lawsuits on Facebook).

Especially since I've even tried selling the couch, but no one wants it. This means I have been SCAMMED out of $1499 + $299.99 (+ whatever the replacement couch costs) on a couch that deteriorated faster than any couch and will have to be tossed out after only 2.5 years. I've never owned anything so cheaply made, including the two hundred dollar couch from Wayfair that has been sitting in my office for the last 5 years (Still firm!).

Edit: Updating with screenshots from convo with “owner” after reaching out to the number provided on this review. “Striving to make customers happy is just a phrase that is copied and pasted as a comment.“ If I could I’d give them a negative star for wasting my time by pretending to care and then...

We are first-time, but regrettably final, Bob's customers who endured a pretty frustrating experience from start to finish. First off, our in-store experience was exhausting. While our sales associate initially acted like he would let us look around on our own, he continually kept showing back up and interjecting himself into our family's perusing. We ultimately did buy a sofa and chair though because we liked the quality and look of the products we saw and tested. The next day, however, we noticed a $150 insurance charge was added to our bill without our consent. At no point did the associate explain the additional charge. He casually handed us a flyer and insinuated that the information on it was included in the purchase of the furniture, not a separate $150 fee. Looking back later, I realize he never showed us the final itemized bill before we made our purchase and neither did the store manager who ostensibly came over to confirm our purchase. Whether it's a scheme the manager is fully aware of (because she didn't itemize the separate amounts either), or the associate added it after she signed off and walked away doesn't really matter to us. All we know is that we were charged a fee for something not explicitly identified or described to us. Fast forward to delivery and assembly. We paid an additional fee for what we assumed were assembly professionals to deliver the furniture to our home and assemble it all for us. I came home today, however, to find that one leg of the chair is noticeably shorter than the other 3 causing it to wobble pretty significantly. On top of that, when I tried to fix it myself (should I have to fix anything when I pay for assembly??), I could not because the assembly team completely stripped one of the bolts on that leg. No chance to fix it. So we essentially paid money to have a wobbly chair for the rest of our lives. Terribly frustrating. We just returned to the area from overseas and are trying to fill our new home with new furniture. Had this experience gone well we would have done so at Bob's and spent a lot more money there but now will shop elsewhere.

UPDATE - Moving up to 3 Stars as someone at Bob's quickly responded to our complaint about the shoddy installation job and sent someone out the next week to fix it. Good on them for taking...

I recently visited Bob's Discount Furniture and although the experience started out pleasant, it ended on a sour note due to an employee named Jafar. At first, he was very welcoming and greeted us politely, which I appreciated. We told him upfront that we were just browsing and we weren't looking for any thing specifically at the moment but would let him know if we needed something. He checked in on us very frequently, (albeit a little too frequently, but I get how sales can work and accepted it). It began to feel a little intrusive and uncomfortable, making it hard to focus on the furniture. But again, Jafar was polite enough that we were ok constantly stating that we were good and thanked him for checking in.

I should also mention that we had looked at a lot of the items online first and wanted to check the furniture out in person before purchasing. So where some people could benefit from the attention, we were very self sufficient and didn't need it.

We made a full walk around the store in about 15 minutes, and went back to look at one of the items we were purchasing, and as we took a seat, Jafar came up to us and aggressively let us know that he works on commission and because we're in the store, he can't talk to other customers (the store wasn't busy... maybe 2-3 other customers). "So if you're not going to buy anything, there's the door". To which I firmly asked, are you telling us we need to leave? and he pointed to the door and nodded.

I’ve never encountered anything like this at a store, where browsing is a normal part of the shopping process. This behavior felt unprofessional and volatile, and left a negative perception in what should have been a relaxed shopping experience.

Needless to say, I did advise Management and she cleaned up the perception for us well, honestly it was just an apology and an offer to help us instead which is all we needed, but Jafar steered us right back to the website to make the purchases instead. Thank you to the manager and the other sales associates in the store that were polite and welcoming (which bumped up the 1 star to 2).

I hope management addresses this issue because it’s disappointing to have such a negative encounter in what could be a great store with surprisingly great and...