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

I can’t say enough bad things about my experience at this store. My wife and I are in the process of building a home and we purchased a sectional during 2020 Black Friday sales to take advantage of reduced prices. The salesperson we bought the sectional from was very nice and we emphasized to him that we would need the furniture held until about July 2021, as that was approximately when our home would be completed. He told us this would not be a problem and all we had to do was call back a few weeks before our home was completed and they would set up the delivery.

A couple of weeks ago, we got a more accurate date of completion for our home and I decided to call the store to let them know we were ready to set a delivery date. The customer service representative told me multiple items from the order we placed were on back order and would not be available for delivery until at least October 2021, which was completely unacceptable based on what we were told when we made the purchase. I also want to emphasize we were never notified of these items being placed on back order. We only found out when I thankfully called expecting to set a delivery date.

We went to the store the next day and spoke with the store manager (Floyd) who said they would not be able to complete our order at all because the company stopped selling the items entirely. He told us our salesperson has been off work for over a month and the store had no way of auditing prior purchases to notify us the sectional was no longer being sold. I’m not sure I believe that, but if it is their practice then it is terrible customer service and enables situations like the exact one we experienced. It baffles me that a company would stop selling a product and not even think to notify customers with pending orders for that item. Regardless, the manager was at least apologetic about what happened and told us it was unacceptable and I should look around the floor to see what else they had. The problem with that was furniture is significantly delayed right now due to COVID-19, we made our purchase during Black Friday sales when the items were much cheaper than they are currently, and when we did find something that sort of interested us, all they were willing to do was waive the delivery fee ($300), which wasn’t nearly enough to cover the cost difference. When I asked what more they’d be willing to do, we were told “the prices are on the back of the sheet”, which is displayed at each set of furniture in the store.

At that point, we had had enough and decided to request a refund. When we went to the counter, nobody was there. We waited for about 10 minutes for someone to appear from the back to process our refund. The person who issued the refund didn’t even ask why we were requesting a refund, or if there was anything the store could do to keep our business. It didn’t surprise me that he didn’t care, judging by how the store’s employees didn’t seem to care about us in general since they knew we weren’t making a purchase when we walked through the door. Most of them were sitting around on the furniture near the entrance watching movies on their cell phones while we were looking around the sales floor for a possible replacement item.

I can’t emphasize enough how terrible the customer service is with this company. I’m glad I called when I did because luckily we were able to get a refund and take our business elsewhere in time for our home delivery, but it still cost us a lot of money unnecessarily because the store failed to deliver on our purchase, or even have the decency to pick up the phone and let us know the items were undeliverable. I’d never recommend anyone I know to purchase an item from...

This entire experience has been a headache from the beginning. We purchased our sofa back in July. The only time I received a phone call was about a week later when they said it would be delayed until the first week of September. That was fine, I had no problem waiting. Once the first week came around, I called to get an update on a specific date and time only to be told that it’s been delayed till September 17th. Not great, but I could wait. It upset me that no one ever called to fill me in. Fast forward to a few days before the 17th, I called to get an update and was told it was pushed back to the first week of October. Now I’m upset because I ordered back in July and this is the second time I had to call to find out it was delayed another two weeks. Fast forward to today, I decided to give them another call to see if they could get me a more accurate estimate. Mind you, the last time I spoke with someone she was supposed to speak to the merchandiser and give me a call back with a more accurate date. Obviously that never happened. Anyway, I called and they tell me it’s not estimated to be delivered until October 26th! That’s 3 months away from my original order date. Of course I get that it’s the manufacturer delaying them, but why would you have the sofa for sale online if you clearly can’t seem to get an accurate date and it keeps getting pushed back by 2 weeks every time I call. And that’s the other issue, why am I the one calling to find out it’s delayed rather than you guys providing me with an update??? The woman I spoke to on the phone this last time was definitely getting snippy with me and I get it, after this many issues I was definitely getting upset but I told her I know it’s not her fault but this is ridiculous and the fact that no one has offered any kind of discount or solution at all is really just poor customer service at this point. I am currently waiting for the manager to call me, who was supposedly going to call me back in just one minute (it’s been 20 so far) so I can get my refund. Who knows if I would’ve ever even received this sofa. Don’t do business with this company. They clearly don’t care about informing their customers of delays, taking care of their customers when things go wrong, or being understanding of the fact that it’s not on the customers if they have a sofa that’s unavailable still on their site. Oh and btw, when I spoke with the saleswoman to see what other sofas they have available, the only have one style and that’s the Miranda. So unless you want a dark brown sofa that’s 500 (offered me no discount or anything) then don’t buy from them. You’ll just be twiddling your thumbs wondering when you’ll get what...

I understand that shipping is delayed with the pandemic, so I didn’t even complain when I had to wait for 5 months to get the “marble” dinning set I had purchased. Once we finally received it, I noticed there was a chip in the center. I called customer service and they told me they could replace the table but that it would probably be another 5 months. Ok, that was fine until we started to use the table. I bought what I thought was a marble table top because I thought it would be durable and hold up for our large family. But after just one week the table looked horrible. The table top is not a slab of marble, but pieces glued together and covered with a thick coat of polyurethane. The top coating shows EVERYTHING. You can permanently see every spill, tiny mark, or ring left by a glass. I am including pictures. I again called customer service and they said all they could do was exchange the table. I don’t want another cheap polyurethane table. They said that I would have to talk to the store manager for any more help. When I was transferred to the store I spoke to two associates. The second one was incredibly rude. She told me the table was in fact just pure marble. I invited her to come to my house and explain to me how marble bubbles. She said she could not help me and that I had to talk to customer service. But that is the opposite of what customer service had just told me. After asking 3 times to talk to the store manager, she finally told me he was out of town until the next week. She took my information and said the store manager would call me on Monday or Tuesday. Guess what? I never received a call. So I called today (Wednesday) and was told that the manager just left and wouldn’t be back until Saturday morning. I guess calling a disappointed customer isn’t important to the managers at Bob’s. This was my first and last time shopping at Bob’s furniture. Never again! PLEASE LOOK AT THE PICTURES! This table is now two weeks old and it looks horrible! By far the worst thing I have ever wasted money on. I guess I will continue to try to get in touch with the store manager. At this point, I just want my money back! TO MAKE A LONG STORY SHORT, DONT SHOP AT...