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

I do want to acknowledge the shopping experience itself was amazing. I was shopping for my grandmothers assisted living room to make her adjustment from CA easier and comfortable. She’s lived in CA for over 30yrs and big moves like this can be stressful for those with cognitive challenges and arthritis. It was easy, no hassle, I got the help I needed to pick out the furniture she needed. I put the deposit down and planned to come back the next day to confirm the delivery date. I told them it was going to the assisted living facility, gave them my grandmothers name, her room number, and told them somebody would be there for the delivery. All was well. I was excited and even planned to come back for my own furnishings after getting her settled. I wasn’t feeling well and over the days that followed plans changed and when I was finally feeling better I called to modify the order and secure the delivery for 2 days later. Today, I get a text that my delivery arrived (11:35am) but then I start getting phone calls 15min later (11:48am, 11:47am)while I was in a work meeting. I answer (12:08pm) and I’m told the delivery was cancelled bc nobody was at the apartment and I didn’t answer the phone. This approx 38min after I got the text. I told the rep that I’m at work and in a meeting and what “apartment” and asked for it to be redelivered. I was told it can be rescheduled for next Wednesday. NEXT WEDNESDAY?! He implied it was my fault and the earliest they can do was next Wednesday. I confirmed just to have something and the rep confirmed and I was advised that if I wanted to find the items elsewhere and cancel my order I could. I called the assisted living facility and the director confirmed the delivery drivers arrived but wouldn’t let him sign for it and they left. The store on the day I gave them the deposit along with the delivery info, plus the text I received both advise that “somebody 18+ with a valid ID has to be present to sign for the delivery”. I called back to Bob’s, the 2nd rep told me to file a complaint bc they do allow for directors and staff of those types of places to sign for deliveries so there’s no reason the delivery shouldn’t have been completed. She transferred me to somebody who could only offer to “maybe” have the items delivered on Saturday but they have to check if the warehouse had room on the truck for Saturday bc it was full for tomorrow then proceeded to explain to me the logistics and what they have to do. That’s not my job nor concern to be worried about the inconvenience the company has to do for their unexplained lying incompetence. My elderly grandmother is without a bed and a chair to sit in and the concern is the inconvenience of the warehouse??? This is the fault o the company so there needs to be some problem solving to make it right; not “oh well we’ll see if we redeliver sooner but no promises”. And of course she wasn’t the person to submit my complaint to, all she could do is send a message to the warehouse for them to call or email me by noon tomorrow with an answer as to “if” they can accommodate the delivery before Wednesday. And of course there’s no manager, supervisor, or anybody available to speak with; as she told me they were closed but yet store hours say they close at 9pm and it was just before 6pm when we were on the phone. Bc there’s no legit reason or excuse for what happened, the recourse was unacceptable, the customer service was deplorable bc there’s no reason to lie at all and when you’re wrong you’re wrong; you don’t drop the ball with the customer and then want the customer to sympathize and accept mediocre service. For those reasons, it was best to cancel the order. There’s no reason for what happened today and how it was handled was the absolute worst. There’s no guarantee that it won’t happen again, lying to the customer and for the reason why a paid job wasn’t completed, and not being able to speak with a manager or anybody…the prices aren’t bad tbh but that’s must be bc there’s a hefty discount on customer service and handling business properly...

I felt like I was getting scammed/robbed by an employee. Not once but twice. My husband & I went to Bob’s Discount (Henderson,Nv) a while ago, fell in love with a $2k sectional. After going over the total cost after taxes & fees we were told that there was delivery options of price ranging from $200 to $300. When we asked if we could just pick up the sectional ourselves we were told by the employee that pickup was not an option. At that point I went from happy & excited for a new couch to absolutely outraged. What do you mean I’m paying thousands of dollars for a couch & there’s no other option but to pay an additional pricey cost for delivery. This didn’t make sense to me, so I walked out. Without purchasing anything. Overwhelmed by what just happened I decided to put off buying a couch for a few months. My mother, had bought a couch from Bob’s about a year before I had this experience & she was surprised that they didn’t have an option for pick up as she was able to pick up her couch with no problems. I figured, maybe they had changed their policy since then. Unfortunately, once I started looking for a new couch again, all the other furniture stores didn’t have anything that “wowed” me. So we decided to bite the bullet & unfortunately pay the ridiculous delivery cost. This time we were greeted at the door by an employee named Kevin, who ended up giving us a quote for a new model sectional that was also $2k. On this quote we had the additional cost for the 5 year warranty add on, & the pricey delivery which he also said was the only option they had. We had the quote emailed to us & went home to decide whether we wanted to finance or pay for it outright since it was a pretty big expense. After about a week, we go back to finalize the purchase but this time we were greeted by a gentleman named Dominic. Already knowing which couch we wanted we quickly started getting into the price breakdown, again, adding on the warranty package. But this time, when he asked about the delivery options, he went over the costs for the two different ones or if we would rather come pick it up… you could imagine the shock on both my husband & I’s face when we were now told that pick up is an option. Dominic apologized, & said he doesn’t understand why we were ever told that pick up was not an option as that has never been the case at Bob’s. He himself looked in disbelief that we were told that. & again, not once, but twice. At this point, to say my husband was infuriated was an understatement. Because to these previous sales persons it might have been a little more commission in their pocket, to us, it was now taking out of our family’s mouth to benefit their pocket. As if the commission on $2k+ was not enough. If we had never dealt with Dominic we would have never known about the robbery these employees tried to pull on us. How many people/family have they stole from already with these lies? So the only reason why I’m giving a three star review & not a one star is because of the one honest employee we were lucky enough to deal with, Dominic. We weren’t looking for any special deals, just an honest one. & that’s exactly what we got with him. I will be recommending him to my friends & family & letting them know to stand their ground whenever going to Big’s discount & not allow themselves to be robbed like we...

Update 8/17: so we received everything the next day. We noticed on a bench and the bed frame there is one leg on each that looks like its about to come off. They both lean. But we ha e to live with it so we already came up with alternatives for when it breaks. Once its delivered the store has nothing to do with you. Store people are great and I was ready to furnish our entire new home next month. I wont be returning not like it matters. Plus downfall the sales girl ended up lying saying everything was covered if damage this and that and it's not unless you pay. Our mattress wont be covered either even tho she said it can be replaced with similar or credit the same if something happens. Guess what no warranty either. If it was extra wish she would have offered it. She made it seem that was something included. Only thing covered is the bed frame which I wont need. Go somewhere that has local stock and warehouse. It's not worth it.

Original post: We received delivery today but the automated bed base was said to have a defect first they said 1 week for a part. Not sure why when we are just getting the items and have to wait. Customer care said they can be back in 3 days with a replacement. Contacted the store and just told has to go thru customer service. We got rid of our old bed to not have them dispose, thought it be a nice thing, and now have no bed for at least 3 days. All these other reviews say when something is wrong it takes too long. So as much as the business started great it seems it will end in bad terms and we will have to return the item. Used $2500 in financing just to wait and hope its 3 days. My in laws made a living room purchase based off our purchase and the service we talked about. Since nothing was able to be done were cancelling and they have just cancelled their order. Just seems as if they didnt care whether we cancelled or not. Think it was Britany who answer the manager call. Said if we cancel we still wont have anything which is true but I rather pay somewhere else and get it today or tomorrow complete from Ashley or somewhere since we used a financing option. Customer service is key and this place doesnt have it. The only good thing was our sales rep Joy but this has nothing to do with her.

Update: we are going to wait 4 days and see if a working power base is delivered. If not they will not take items back and BBB complaint filed. Hope it gets resolved it was nice furniture and sales lady but we need usable items.

We received a call from sabrina. I'm glad she did. I will update with an outcome. All of a sudden a replacement was available. Note: earlier when I called I was willing to pick up the item myself and with customer care offered to pay an adsl shipping. Was told they dont carry anything local it's all a show room. So...