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

Never Ever Buy Anything from the Bob's Furniture Any Where. Please read it entirely.

We went to this store on NOV 5th, 2020 ,and ordered "BENNETT BROWN RECLING SOFA/CONSL LVST" and "HANOVER KING BED" with the salesperson "YAHYA"(Sales Associate), which was supposed to deliver on December 19th 2020, as we approach the date on December 9th 2020, we got a message saying the delivery date is moved to January 8th 2021. We went to store and talked to the sales associate and the manager “DOUGHLES”, All we heard was they cannot do any thing we have to wait and they simply say it’s a company policy (My Question here: Looks like the Bobs have a policy that makes customers face the problems where they can rip of our money). Just before January 8th we got another message saying the delivery is moved to Jan 13th, 2021, we called Sales Associate again and he says we must wait. Finally, on Jan13th we got an imperfect delivery, all we got is 4 individual sofa seats with a ”right armed sofa” undelivered(when turned towards sofas it’s the right arm),and the “HANOVER KING BED” got delivered with the footboard missing the screw’s in it, so the bed was not fixed on that day. We called the customer care again and told what is missing and they scheduled it for JAN 16th, 2021. Here came two guys on JAN 16th who bought the Wrong Sofa Seat, along with head and foot board, but they are unwilling to remove shoes and wanted to walk in to our bedroom, which I denied as I have a two month old baby in the house, also they don’t want us to see what they are doing and asked us to stay away from the room, being the house owner I really wanted to be available when they fix things, they left all the trash and left the head and foot board on the stairs walkway and without informing they left(they were so rude and I have to take others help to clean their mess along with moving the wooden frames out of our way), I have the elder people at home they might fell down since these guys left every thing on the walkway of the stairs. I have to again call the customer care and complained them, also called the sales associate ”YAHYA” but they say it’s a company policy and we wont be able to refund your money and wanted us to clean the mess our self. And I spent 2 hrs. to talk to the customer representative they fixed two appointments one for Jan26th and one for Jan29th and one for Jan30th. JAN 26th for Technician to come and see what was missing ,so the JAN 29th persons can fix the HANOVER KING BED so we can have the bed, But no Technician came on JAN 26th, We have called the customer representative and came to know they cancelled the appointment.(Question: without letting us know who or how can they cancel the appointment, its been 3 months we are still waiting and facing issues with this company) JAN29th we have the assembly team, to fix the HANOVER KING BED, but the team came and told they were missing a screw hole to the foot board so they will not be able to fix it. We must call customer representative again and must talk to them another 1 hour on call with no resolution. Now they rescheduled it to FEB 3rd for the Technician to come, and FEB 4th for the assembly people to come. Jan 30th another person came to deliver the left-over sofa seat, but they still bought the wrong side sofa seat. This is the 4th time we are calling the customer representative and almost 3 months passed and still we are facing the issues with this company delivery. We have a 2 months old baby at the time of writing this review, and all these day we have been sleeping just on the mattress ,just because we have choose this company for our needs, and this company doesn’t have any consideration towards the customers and our needs , and I really wanted to sue this company for keeping me and my family go through this nonsense. Total time spent for calling this company: more than 8-12 hrs., Total man hours spent more than 15 hrs. Overall spent hours:27 hrs.( wasted time ) Don’t ever buy anything from this company and reach out to me if any suggestion to sue...

I’m rating this based off two purchases and the company itself. The store and staff are very nice and friendly. A few years ago I bought a power recliner with memory foam and was really impressed. I even bought the 5 yr protection plan. And to this day I’m very happy with the purchase. However, the last purchase has made me decide that I will never buy from here again. Last June I purchased two more power recliners and one was not properly manufactured correctly. After about six months a call to customer support was made and they scheduled a technician to come out and service the chair. The technician agreed it was not manufactured correctly and put in a request to have recliner replaced because it was beyond his capability to repair. The customer service seemed like he was in a bad mood and wanted to make it painful as can be for us to get another chair. They offered $300 store credit for next purchase on any item from them and keep the busted chair or replace it and it would take nearly 2.5 months to arrive. I kindly declined the $300 offer and went with replacing the chair. After the wait the new chair arrived and doing a functional test the motor assembly just failed and broke into a bunch of pieces. The delivery guys noted it and left. Had to make a call to get another technician out to service the new chair. Weeks later the technician arrives and confirms the motor assembly is broken and parts were needed for repair and was told it would be 7-10 days and to keep an eye out for an email. After 2 weeks I never got an email and customer service was contacted. They told us that parts were on back order and wouldn’t be available until May. Then told us we could get another chair equal to or less value chair instead if we wanted. We pick out another chair and notified customer support again and they told us that was not their protocol and we had to wait for the parts that will arrive in June before they could look at other avenues to fix the issue. I said “June?”, and they confirmed June. I never received any email, phone call or text about parts being delivered in June. I asked to speak to supervisor and was told they couldn’t do anything but transferred me anyways. After talking with a supervisor for about 20 mins they told me to hold and they were going to see what they can do to expedite the issue. I spent nearly 1 hour on hold and call from a different number to see what the hold up was. I was then hung up from being on hold with supervisor with no explanation as to what the status was and the other customer service person had no clue what to tell me. Wasted 3 hours and got nowhere. Needless to say parts arrive and another call placed to customer service to schedule technician to repair the recliner. Schedule was confirmed. Day and time technician was supposed arrive and they never showed up. Another call to customer service and they said couldn’t tell me why he didn’t show up when he was supposed to and they confirmed he would be out that day sometime to do the repair. After two more hours of waiting another reach out to customer service and then I was informed the technician had problems with their truck and it would be any minute they were going to be back on the road and on their way to us. As I’m trying to confirm what the expected arrival time would be they tell me he wasn’t coming and I had to reschedule. They finally came out a few days later and did the repair. Side note- parts they sent from their factory was poorly packaged and when one of the boxes arrived the box was beat up bad and the part was partially exposed In all this took nearly 8.5 months to get a simple repair done. Customer service is so bad. Don’t buy the 5 yr warranty because it’s not worth the headache if you do have to use it. Also, their customer satisfaction emails that get filled out and if you leave a bad experience on it nothing really happens other than a standard email of their...

This is my second purchase from Bob’s and maybe my last. I will be looking elsewhere for additional furniture and accent items I am planning to purchase this year.

First, I waited at the door of the store for them to open. A couple of us were outside and waited past the opening time while the staff sat inside in a circle talking, ignoring their customers. Once the doors opened, my salesperson, John, was friendly, but no apology for opening late. He was non-pressure, gave me time to look around, and helped me locate the furniture I was looking for. During the sale I was promised my furniture would be delivered on Friday, assembled, placed exactly where I wanted, make sure it works, and show us how to operate it. That’s where the nightmare began.

The delivery crew arrived within the four hour window. I received a text and link to track them which was cool. When they arrived, my furniture was sat in my living room, unassembled, no electronics hooked up, no demonstration, my hardwood floor had a gouge in it, and they trashed the front yard and common areas of the condo complex with wrapping from the furniture (SEE PHOTOS [will post as soon as I get home]- I ordered an electronic reclining sofa, love seat, and recliner- they were just strewn in my living room, unhooked, each individual piece was not in the correct place- you can see the one piece with no arm rest should go in the middle, not on the end, the red bags have the cables in them and you can see where the cables were not connected).

I called customer service and the lady was rude and unapologetic. No I'm sorry at all. I stated the issues and she replied the crew would not be able to return to put my furniture together, even though they just left 20 minutes prior. I told them I wanted to return it then since they didn’t fulfill their promise to setup my furniture. The customer service rep said I couldn’t return it and told me the soonest availability to get technicians out would be Wednesday (today). I would have been better off talking to a robot. Another rep called me and apologized based on the negative survey I gave and stated that my experience was not typical and that’s not the correct way Bob’s is supposed to treat their customers.

Today, the crew came promptly, assembled and demonstrated use of the furniture. I called the store manager back, Amy (waited 20 minutes on hold, then I called back and was put on hold again), who stated she would give me a gift card due to my negative experience. I received a $50 gift card for store credit (although I spent over $4k), which was a slap in the face.

I really do not feel Bob’s cares about me as their customer, nor wants my business in the future. I will never trust them again. I’m giving one star, based on the horrific delivery experience, bad customer service rep experience over the phone, and insulting store credit from...