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

I ordered a couch on July 2nd 2020 and chose to pick up at the San Bernardino location. A few minutes later I received a call from a Bob's associate letting me know that my item was on backorder and due to covid-19 it would take a few weeks before it would be available. Given the circumstances I agreed and was told that it would be no later than July 27th. July 27th rolls around and having no updates I called the customer help number on the confirmation email I received after I made the order. The number was for the Balwin Park location. The associate I spoke with told me that my order was not ready yet and that it would take longer than expected, my pick up location was now the Ontario store and it was also explained to me that, even if they receive the product, delivery orders take priority over pickups and I could potentially wait even longer. It would have been nice to get an update without having to call. Why did the pickup location change? I sent an email through your customer service link on the website. No response. You've taken my money and have not delivered my product, that is illegal! Their is zero communication once they have your money! DO NOT BUY FROM THIS COMPANY!! I've tried to ask for a refund and was told I'd need to come into a store to complete the refund process. No, I ordered online and I'll receive my refund online. If I don't receive a refund or get my couch delivered for free very soon, I will be filing a complaint with the Attorney General...

The man who helped me used my drivers license to input my information and still got my first name wrong. I am not Alicia. Then he said that what I wanted was available and could get my order as soon as possible but he did not check all the pieces and did not see that one of the parts of the sectional was on backorder. They wanted to deliver only half of my sectional. Incompetent people.

Obviously this is not about the accident coverage. This is about ensuring that you can fulfill my order. I am still waiting on my refund. Completely horrible customer service. Thompson never checked to see if all the pieces of my sectional was available. Bobs wanted to only send me part of my sectional. Now no one is in a hurry to refund my money. I gave the money that day, no one processed my refund the day of the cancelled order due to Bob's not being able to fulfill my order. Bobs gets your money but there is no urgency to give it back to you when they don't deliver the service you paid for which is your furniture. Now i have no sectional and no refund. And by the response given to me below it shows that the owner paid no attention to what I was explaining. At no time in my above paragraph did I mention accident coverage. The owner sent a canned answer which has nothing to do with my experience.

If this is the owner imagine the employees. Truly a reason why my experience was the worst ever.

**update its been 9 days since I had to cancel my order and...

First time visitor to this HUGE, AWESOME furniture store. My family and I were in the market for a new sofa.

We were impressed with the selection of furniture offered at GREAT prices, how everything is organized throughout the store and the AWESOME prices on every single item

There is NO such thing as pressure sales at this store. After being welcomed by every single sales person who crossed our path, they left my family and I to browse the entire store, sit on every single sofa and take our time to discuss colors, materials and prices without anyone stressing us out.

When we finally needed a few questions answered, we motioned for a passing salesman to assist us.

We were lucky to have sales associate, Ernest Torres answer all of our questions. Mr Torres turned out to be a GREAT salesman, very caring, knowlageble and professional. A true asset to Bob's Furniture.

In the end, not only did we end up purchasing a sofa, we also purchased a matching chair, a huge entertainment center , a sofa table, end table and a giant leather giraffe. Yes, a giraffe for my nine year old daughter.

We will DEFINITELY return to this location and recommend this store to all of our family and friends

Ps, the store's cage where everything is FREE (Ice cream, candy, coffee, cookies, taffy etc..)...