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

Don’t get me wrong, the table we purchased is amazing and the employees were nice and helpful. The problem I have is with the “white glove” service. The table we ordered came with the table (obviously) 4 chairs and a bench. They assembled everything, and left. They seemed like they didn’t want to be there. About 30 minutes after they left we noticed the supports for the bench legs were installed upside down, (showing the hardware holes) and the center support had no hardware installed at all, so it just kind of spins in a circle. (But they placed it as though it was installed correctly). Also the bench top was a little warped and didn’t sit flush. So I called Bobs to let them know, and customer support was super friendly and had no problem replacing the bench. We got about 6 phone calls and 10 text messages giving us an exact window of delivery. The delivery time was 10:15-1:15. They showed up at 8:40 in the morning and decided since we didn’t answer the door or phone calls they had to move on with their delivery. We woke up at 9:15, 1 hours before our delivery time. They showed up an hour and a half prior to, on a Saturday. If you give us a delivery window, you deliver in that window. Not when it’s convenient for you. It’s now 9:48 and I’m waiting for bobs to open so I can call and complain and I’m sure they’ll give me a different time or day for it to be delivered. Apparently you need to keep you’re entire weekend open for them in order to make the delivery time. This is complete BS and my review will stand until this gets rectified.

Edit: When I got a hold of Bob’s, the initially put in an order for a “repair”. That appointment was for 8am, we were never told or received any texts about it. The employee insisted that they just exchange the bench for a new one. At 10 am that day, the “white glove” service showed up with the new bench. They took my current bench out to the truck and then brought in my “new bench”. First thing I do is open it up and see the exact same mark on the inside that my old bench had. The seat still didn’t sit flush. They tried to pass off a shotty repair as the “new bench” and insisted on the new one. They went to the truck and assembled it, when they brought it inside it had a scratch on the top. I waked to the truck willing to take the old bench back, but they had it laying seat down, no cover, on a bunch of tools. I rejected both. I then called bobs again and they were extremely helpful and apologetic. Within a day or 2 they delivered a new bench in perfect condition. Bob’s itself is awesome, and I highly recommend them. They’re getting 3 stars because of their delivery service trying to pass off my warped bench as the “new” bench and the hassle I went through to get...

I love Bob's Discount Furniture and Mattress Store! Special Shout-out of Gratitude to Junior Martinez and Heather Gonzalez in the Escondido Store. Let me start off by giving you a little background on what led up to me deciding to contact Bob's.

Originally I ordered leather living room and family room furniture from Wayfair in August But...was sent an apology email in October (2 months later) that my order had been canceled because the furniture had been discontinued. To No fault of theirs I also received great customer service from Wayfair. So... I'm not knocking Wayfair guys but I believe the furniture was coming from Canada plus it had something to do with the issues and problems we've been experiencing with the Cargo Ships not being able to get through.

Back to online shopping I went and I decided to give Bob's a call instead. Heather answered the phone and after explaining my situation to her she immediately went to work looking for a replacement for me. Even though what she found was lighter then what I had originally ordered from Wayfair, Heather convinced me to at least let her text me a picture of some Italian Leather Furniture that they had in-stock in their Warehouse in Escondido and guaranteed it would be delivered within one week.

After seeing the picture of the furniture that she text to me, I immediately fell in love. Plus, she was able to get me 12-month interest free financing which was a Bonus and sealed the deal for me. I also purchased their Goof Proof Warranty which I highly recommend. After everything was said and done I actually set-up delivery for 2 weeks later because I had to sell my old furniture first. Even the delivery guys were awesome and gave great customer service. They arrived early, set-up my furniture and were very polite and courteous.

I was so happy with Bob's customer service guys that I bought an additional Chair and Ottoman for the living room from Heather and set-up in-store pickup from their Long Beach Warehouse. But...somehow this order got mixed-up for in-store pickup in the Escondido Store (1.5 to 2 hours) away. That's when I had the pleasure of speaking with Junior who called to tell me my chair and ottoman were ready for pickup in the Escondido Store. I explained to Junior that originally I was suppose to pick-up the furniture at their store in Long Beach.

Junior immediately spoke with the Store Manager who gave the approval to use an outside delivery service to have the furniture delivered to our home at no additional cost to us. Now That's Great Customer Service Guys! So...before you shop anywhere else please give Bob's Discount...

Bought a sofa from here and it didn’t last 2 months. It sunk in and was just poorly made. They did send a technician to inspect and “repair” but he said it was a manufacture default so an order was put in to replace the sofa. The replacement never came. We called four months later after and checked in on the status of our sofa. Customer service told us the “replacement” order from the manufacturer was cancelled by bobs. So they put in another order and we never got the replacement couch and by then we not only had a busted couch we just wanted a refund. Bobs gave my husband a hard time with the refund process when in the policy it states if it’s a manufacturer default we are entitled to a REFUND. But even then customer service has LIED to my husband. Took the couch back claiming a refund check will be sent “automatically” once the merchandise was picked up by their drivers (this was confirmed in the store) and it will take 10 days for our refund check to come. Now on 12 days we reached out to customer service again and they confirmed the couch was returned but there was no mention of a refund check and we needed to contact the store again. Now the store is telling my husband we need to contact the leasing company which we have already and have paid fully and since closed the account. Basically we were given the run around. Nobody in customer service seems to hold accountability for the fact they lied about the refund check and the whole return process. We haven’t gotten our refund and we don’t have the busted couch.

UPDATE: Still waiting on the REFUND CHECK at this point BOBs stole our busted couch and money. I reported this BS to the BETTER BUSINESS BUREAU… and left reviews everywhere else I could. I fell for the fake “5 star” reviews but I can warn others. It seems like your canned response is only to cover what really goes down between your discount customer...