Bob's Discount Furniture and Mattress Store — Local services in Colerain Township

We had a terrible experience with Bob's. We bought our furniture in mid-August and were told we'd get it at the end of October. It was a long time to wait, but we liked the furniture a lot and decided we'd make it work. We had just moved and didn't have any dressers so we were basically committing to live out of laundry baskets for 2 months. We got some of the furniture (a dining room table) we ordered earlier than the bedroom set we ordered. Despite paying for the service where they set up the furniture and remove all the trash, the delivery guys told us they had to leave the trash at our house because they had no room on the truck for it. Our bedroom set got pushed back to the first week of November which was annoying seeing as we'd been waiting over 2 months for the bedroom set at that point. One of the dressers we ordered had one of its legs broken when it came out of the box, so we were told we'd have to wait even longer on it. We got a new delivery date scheduled for the Monday before Thanksgiving which was perfect because we had family coming to visit for Thanksgiving. That Monday I got a text at 10:30am that the truck would be at my house in 7 minutes. I got the same text again at 10:40am. Then I got a text at 10:55 thanking me for my purchase and asking to confirm the delivery of my order. Then at 11 the delivery truck pulled up to my house. The delivery person falsely claimed that my dresser had been delivered before even getting to my house. To make it even better, the delivery people then got out of the truck and started looking around the back for my dresser, and it wasn't even there. Then they drove away without ever coming to my door to inform me of the missing piece. I ran out of the house and tried to flag them down as they drove away but they just kept going. The driver called me a few minutes later and told me that the piece wasn't on the truck and that he was trying to call customer support to figure it out. I called customer support and was told that the earliest they could get it to my house would be the following Friday. Extremely frustrating because we had family in town at the time. We were offered a $50 gift card for our trouble, but I think that at the very least we should have had the $200+ extra shipping we paid for taken away. Customer support was never helpful any time we called. We would wait on hold for about 25 minutes every time we'd call. One time I called, I was on hold for 25 minutes, decided to call on my wife's phone while I was still on hold. They answered my call on my wife's phone while I was still on hold with my phone and helped me right away while keeping my phone on hold. Would absolutely not recommend getting your...

I went to Bob's because I was looking for a specific piece of furniture that they carried. Salesperson was new but she did a good job and told me that my piece of furniture would be in the store by the following Thursday. She said I would receive a text telling me the furniture was ready. Before leaving she said the order needed to be checked by the manager. The manager came over and insisted on talking to my boyfriend, instead of talking to me, the customer. That following weekend I looked on the internet to see if it was ready to be picked up and it said not yet ready to be scheduled. I tried to contact someone at the store and was unable to get through on the phone. I use the text option and the man told me he couldn't tell me anything more than what was on the computer that it was not yet ready to schedule. I waited for the next Thursday to come around and again it's still said not yet ready to be scheduled. I spent a long time pushing this number in that number trying to get a live person to speak to. I was told that the furniture had been there for over a week and I should have come to pick it up already. He said I was supposed to have replied to my text. I told him I never received it text. He was rather short with me during the conversation. We went to the store to pick up the furniture. The man at the front door directed us to a woman to take care of our pickup. She threw down her iPad and said how are you today? I said I'm fine. How are you? And she said well I'm here. It would have been nice if I could have had lunch. She can continue to slam and throw things on her desk. Finally came back with a piece of paper for me to sign. No one that I had contacted so far was pleasant or helpful. When I got around to the pickup and gentlemen by the name of Steven helped us with the pickup. He was the most polite and helpful person that I have been in touch with in the whole company. Steven spoke directly to me. He was polite. He knew what he was doing and he was very efficient. I think your company could learn more....

Chris is super unprofessional and has a smart mouth…. I will be calling corporate office and waiting for the general manager to return to make a complaint to him also. Sir I paid y’all my money so I EXPECT to be treated fairly. The deliver sucks, no one called me to inform me of my time frame 3 days prior like the store said. I had to call three days prior the delivery, that gave me my deliver time between 12-3. I called back the day before because I still hadn’t heard from them and then my delivery time was rescheduled for 745-1045am. Now if I wasn’t going to be home during those times I might have missed my deliver and would have had to either pay another delivery fee or reschedule. Chris called me the stating that he was calling to collect payment before I even purchased the furniture which my the way I was paying cash for. Please don’t call my phone stating you’re calling to collect when I haven’t even bought anything. He’s super rude and need to learn professionalism. It is because of us, the public that you have a job! 08/02/2023- update- Greg, the store manager and Matt receive 5 stars from me. Greg called me back to follow up and set a plan of action in place. His word was kept and the following day I received a call from Matt. They worked together to make sure they could do whatever to fix the issue I was having. I’d told Matt I’d remembered him from coming into the store a few months ago, and to my surprise he remembered me as well because he explained my situation back to me that I had explained to him a few months prior. Although it’s really not his place to remember that much detail, he did and that’s the difference between making a sale and having exceptional customer service. Job well done Greg and Matt. If I had any doubts on returning to Bob’s, you both have solidified my yes! Thank you guys so much!!! Because of you my overall rating has gone from 1 star...