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

Do not buy! Back pain from brand new furniture!

tl;dr I bought the Bob's Renegade power recliner and double power recliner loveseat. When in the fully reclined position, there is a huge gap between the cushions where your lower back sinks through. I now have back pain I didn't have before. Despite contacting them within two days of delivery, Bob's refuses to give a full refund. If you are thinking of buying from Bob's, please read my full experience below. I hope it convinces you to shop elsewhere.

I purchased two pieces from Bob's Renegade line and they were delivered Thursday November 21st. I sat on it that night with only the foot part reclined and it felt comfortable. I had also been to the store a few weeks prior to try it out. Friday night I sat on it for several hours and noticed that there was a huge gap between the cushions in the fully reclined position. I reached behind myself and could feel my lower back sagging with no support. The gap was so large I could easily fit my arm through. I do not typically have back issues, but my lower back was sore after sitting and still hurts.

I feel I did my due diligence in trying out the furniture in person but would not have known to check this gap in store because I've never had this problem with a recliner before. I've had a recliner for years so I am familiar with how they come in two pieces but while my old one still supports my lower back in the reclined position, Bob's does not at all.

While I understand that Bob's is advertised as discount furniture, I think that is more about how long the furniture lasts and not that it makes you actively uncomfortable.

I submitted a contact form to Bob's on Saturday (two days after delivery) but had not heard anything back by Monday so I wrote to their text help line. Their initial response was "As you check in our return policy, we are not able to proceed with a return for refund on merchandise already accepted. I really apologize. I wish I could help you with your request, but unfortunately the system won't allow me to proceed. In this case, what I can do is set up a replacement for the sofa and the chair."

I declined the replacement because this is clearly an issue with how the furniture is built. Bob's responded "In this case, we would like to offer you the option to proceed with a reselection process. You can visit our store to select a new item of the same price as your original purchase. If the new item is less expensive, you will receive store credit for the difference; if it's more, you will need to pay the difference." I declined this as well because the furniture is poorly designed and I am not interested in any other items from Bob's. I was clear that I simply wanted a full refund. I contacted Bob's first before writing this review to give them a fair chance to make things right but they said "I totally understand you, but unfortunately, I'm not able to work against Bob's policy." Bob's could easily refund me and resell these like new items in their Furniture Outlet and be whole. On the other hand, I am out a significant chunk of money and have a sore back on top of it. If you are thinking of buying from Bob's, I hope my experience will convince you to...

Update as of 2/3

After not completing my delivery on 11/23 as promised, I was scheduled for almost a week later. Upon arrival the delivery team ripped my sofa and only delivered the love seat intact. I had to wait 2 weeks for them to redeliver a brand new sofa. Which they did, but couldn’t put the feet because they weren’t notified of the special drill bit for the couch. After customer service assured me that they will send a service crew with the correct bit and extra screws, a few days later that team came to my home. After arriving they notified me that they were not going to be able to put the feet on because they never received the notice of the notes the previous rep told me and the former delivery team. This new team then had to use my own personal stash of screws to be able to put the feet on. After receiving credit due to the 5 delivery/ service appointments to provide me with one sofa and one love seat; I purchased a TV stand. Was told it was going to be delivered on 2/3 and there’s no tracking in sight. Was told that someone was going to follow up with me on 2/2 but I had to call and speak with another agent and I ended up cancelling my order. I will never purchase from this company again. The lack of communication, integrity and customer service is beyond belief. ———————

I want to give a shout out to Dani! She was a tremendous help with picking out furniture for my new place. I didn’t feel like a commission to her like other sales reps make you feel; she GENUINELY wanted to help me. The attention to detail, and diligence didn’t stop at the store! She followed up with me regarding the delivery of my ottoman. She has kept me up to date on the status of my other furniture due to COVID. She even has secured my furniture to come on time for thanksgiving! She’s honestly beyond amazing and I will continue supporting Bob’s and coming to see Dani! If you’re looking for a relatable person to shop with, she’s the...

I recently placed an order for a sectional at Bob’s Furniture earlier this month, and unfortunately, my experience has been far from satisfactory. Prior to this, I had made a claim for a dining set from a previous purchase, which cost over $1,000. Despite the chairs falling apart and being completely unusable, I was only offered $400 replacement voucher as compensation that can only be used at any Bob’s Furniture store (not online)—just for the table, not the entire set.

When I tried to apply this voucher toward my newly purchased sectional, I was told that it could only be used on a new, separate purchase—not an existing one. I then asked if I could return the sectional and repurchase it to use the voucher, but they informed me that Bob’s Furniture does not have a return policy—even if it has been less than a month since delivery. This is incredibly frustrating because most reputable furniture retailers offer at least some form of return or exchange policy.

To make matters worse, Bob’s Furniture pushes customers to buy their Goof Proof protection plan, which costs an additional $100. However, once you purchase it, Bob’s F completely washes their hands of it, leaving customers to deal with a third-party company with no direct support from Bob’s itself.

Overall, I’m extremely disappointed with their rigid policies and lack of customer support. Bob’s seems more focused on making additional sales than actually helping their customers. If you plan to buy from Bob’s, be aware that once your furniture is delivered, you have no option for a return—no matter the reason.

Because of this experience, I won’t be purchasing from Bob’s again. If you’re considering buying from them, I highly recommend reading the fine print and understanding their policies before...