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

Very dissatisfied. I ordered a bed for my 91 year old dad. The delivery and assembly team absolutely did not assemble the bed frame correctly. If I hadn’t noticed and my dad tried to use the bed he could have been seriously hurt. They never did a final inspection with me and just left. When I noticed the incomplete job I tried calling the team back, but he would just hang up. I then spoke with customer care to try and get this resolved. And the solution is to have an assembly team come out on Friday to try and correct the issue. That is three days and nights that my dad who is 91 with a heart condition will not have a bed to sleep in! I just find this totally unacceptable. Here’s an update! I called customer service back and told them the bed was defective and needed to be swapped out. They said an assembly team had to come out. I told them that would be a waste of time because the bed was defective and could not be repaired. Insisted that an assembly team come out which they did and lo and behold they could not fix it, the bed was defective and needs to be replaced. I was given a date and time to have the bed swapped out. That date and time was Wednesday, September 8 between 215 and 5:15 PM I received two emails one text and one phone call confirming this. I was tracking my delivery online like they tell us to. I was stop number 12 at 5:15 I called customer care and asked about my delivery. I was told they were on stop 11 and I was next and they would be there within 15 minutes. 20 minutes after that I get a phone call from Bob delivery telling me the bed is out of stock it is not on the truck it will not be delivered. I just don’t understand how I could get a text email phone calls and trace the delivery and the bed not even be on the truck. I was told it was out of stock back ordered till this week. Call customer care she told me it was in stock in the warehouse and would be delivered the following day. Of course we all know this never happened. The delivery date was set for tomorrow Thursday, September 16. I checked the website didn’t see any delivery time so I did a chat and was told the bed is out of stock until 12/4. In the meantime my 91-year-old father is sleeping on the bed that my husband had to build a platform underneath so my dad would not fall through! If this had been resolved I would’ve let the issue go. But seeing it has not been resolved. I will probably be taking this legally and suing because of the fact that someone forged my signature on the delivery ticket! This is unacceptable to have a business treat customers the way I’ve been treated! Please please please do not ever ever shop at Bob’s discount in Dartmouth...

I referred my parents to Bob's for a couple of reclining chairs as I had a really great experience there. My parents really liked the salesman, Hunter. They opted for delivery service as they are elderly and it would be easier for them to have the chairs delivered and put together for them. First let me start by acknowledging that the delivery service is NOT directly Bob's store, but is contracted through another company. Regardless of that, Bob's should care about their customers enough to look into issues that their paying customers bring to their attention. The delivery was earlier than they said it would be. Not a huge issue, but it should've been communicated to the purchaser. Next, the delivery men tried to fit one of the chairs in its box through the first exterior door. It would not fit. In the process of trying to wedge the box through the door, they messed up the door knob. My elderly dad then asked if they could take the 2 parts of the recliner out of the box and carry them in that way. One of the three men said that they cannot do that due to some sort of "white glove" service. They then said that they could leave the boxes outside or take them back. Fortunately, it wasn't raining or any inclement weather, so my parents said to leave the boxes. My son and I had to go there to take the chairs out of the boxes, bring them in and put the chairs together ourselves. Again, this was a service that they PAID for. Why charge people a delivery and set up if the delivery people are extremely limited with what they can/cannot do? Especially with elderly people paying for this service, it is something that should happen and not be a problem. I called Bob's to inquire on the "white glove" service and was informed that it is not a policy. That there is no policy stopping the delivery men from removing the items out of their exterior box to get the items into the customers home and putting them together. She even said that customers should be able to look over the items BEFORE the delivery men leave to note any damages or issues to the items delivered. Which clearly did not happen in this case. Will Bob's do anything to rectify this issue even after a phone call complaint literally 20 minutes after the incident? More than likely, they will not. Customer satisfaction has not been met that's for sure. But they got a customers money and that's the bottom...

The store itself is very nice and the quality of the furniture seems to be pretty decent so far (just bought a chair, so we'll see how long it lasts). I paid extra for a warranty and delivery to my house.

The Store (3 stars): Store is nice and large. Very comfortable to walk around and try out furniture. That being said, it's exactly the same as any other furniture store I've been in. It's absolutely crawling with sales associates that follow you around and continue to ask if you need help. I walked from the entrance to the bed section and 5 different associates approached me. Gets fairly annoying. I just want to take my time to browse. You guys aren't selling cars. Relax.

The Delivery (5 stars): I ended up purchasing a small recliner and paid extra for delivery to my house. bobs gave me a 4 hour time window for delivery from 9—1. They called me two days prior to confirm the delivery time. The day of delivery, they sent me a text before they arrived and also called when they were 10 minutes out. They arrived at 9:10am. The guys unloading the truck took the recliner out of the box and set it up in the location I wanted it in. They were super friendly and professional.

The Warranty (1 star): This is the part that really makes me agitated. The sales associate sold me a 3 year warranty for $40 that covers "everything." The way it was described to me was that if anything goes wrong let them know and they'll replace or fix it. A couple of days after delivery of the item I get an email from some company called Guardian Report. Turns out the warranty isn't handled by Bobs. It's handled by a third party warranty service. For anyone whose ever dealt with one of these companies it's an absolute pain to try and get things fixed or replaced. Claims are almost always denied and if they aren't they take months and months. This was a super deceiving move on the sales rep's part and I won't be buying from Bobs again because of this. I gave them an extra 40 bucks and if anything goes wrong I have to deal with some third party company that's going to be a nightmare to deal with. Nice bait and switch.

If you're shopping at Bobs make sure you don't go for the warranty on...