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

Where do I begin! I ordered furniture on 2/16. Before scheduling my delivery, I submitted a building restriction form stating that deliveries cannot be made before 9am. I was informed this process was adjusted and delivery would take place after 9am.

Why do I get a phone call literally after hanging up with a representative April 1 (moving day) from the delivery driver at 7am stating they were 6 minutes away and is that okay? Well, absolutely not. Long story short and countless calls the day of moving into my new place, I was told they were going to deliver to they weren’t to they were, back to they were not going to deliver and do a double back. I specifically at that point of countless phone calls (over 32 phone calls April 1) and also moving too told a manager to cancel my order as I was no longer interested.

So you think my order got canceled? NO. That was a lie! I received a text the next day, April 2 that my delivery was scheduled to come to my place between a specific timeframe after 9am (initial building restriction form submitted was done incorrectly by a Bob’s rep and that’s why it was rejected twice!). If I canceled my order, why am I still getting it?

I accepted my order but guess what, after everything is said and done, the guy from Bob’s who I paid almost $300 to set up my furniture NEGLECTED to inform me that I had a huge hole on the bottom of the ottoman. Someone had the nerve to put tape to close it!!!!!! He knew it and did not tell me as a paying customer and overall PROFESSIONALISM! He went about his business and had the nerve to ask me to rate them upon leaving.

Later that evening at 8:59pm, I received a call from Bob’s dispatch that they received an alert that I received a defective item with a small hole. I was very confused so flipped over the ottoman and sure enough there was not a small hole, but a big one. Bob’s knowingly gave me a defective item without informing me as professionals of “hey, we have your ottoman; however it is defective so we have a couple of options to either repair it if we have the materials, put in for a new one but it will be back ordered to May or take this item off the purchase invoice.” I was not given those option.

In speaking with a Hyattsville manager, she told me I could take the item off and schedule a pickup but I would have to go to the store. I said no at first because due to being a mother, my work hours and higher education around midterms so to make it easier, I accepted an exchange but still wouldn’t receive my item until May.

Here we are...still waiting so I ended up just purchasing another ottoman because I refuse to have company keep saying “that’s new right, and there’s a scratch or hole” because they can see the material hanging when they walk in the living room. I have a right to cancel this item that I never received because I should have never received a clearly defective item.

Bob’s is refusing to take the ottoman off the purchase invoice and cancel the exchange EVEN THOUGH THEY FORCED THE DEFECTIVE ITEM ON ME!

I will not hesitate to contact 7 On Your Side news. Bob’s is not taking responsibility at all for this matter. I will NOT hesitate to bring a civil suit if they bill me for an item I will refuse when it’s delivered! Play with me if you want too! Very unprofessional and never again will I EVER SHOP OR RECOMMEND THIS CHAIN!

UPDATE: Once again, Bob’s states please reach out to us so that we can make it better but all they are going to say is per policy, “we can offer an in-store credit” and clearly fails to take accountability. Where’s the policy for when Bob’s send customer’s defective items? Or when Bob’s installation technician neglects to inform the paying customer that their item is defective? Where is the ACCOUNTABILITY?

I am definitely reaching out to 7 On Your Side and will not hesitate to bring a civil suit because I am not going to pay for an item that was defective and I am not going to accept an exchange when I was told I had the option to schedule a pickup and have the item taken off the...

Honestly I only gave one star because it wouldn’t let me go any lower. The people are really nice in store. Great process for buying and comfy couches. But the delivery and corporate team is the WORST thing I’ve ever experienced. List of mistakes at the bottom if you don’t want to read the whole thing.

I got an 80 inch couch from Bob’s to get delivered the following week. However, the day of delivery I’m given the wrong couch and I don’t realize until delivery team drives off. Whatever. They only left like 10 minutes ago so maybe they can come back in and bring me my right couch. Delivery driver picks up tells me that he’ll come back around. Four hours later turns out he lied. He’s not coming back around and have to wait two weeks for the people to bring my couch because it turned out to be out of stock. And the worst part is I would’ve never gotten it re-delivered if I had never called and complained. But hey they gave me a free recliner for two weeks to use as I want until I get my actual couch so I’m not too mad.

Two weeks later they finally come to bring me my right couch and take away the wrong couch. The day of the delivery driver says “Yeah two pieces right?” I had thought that he meant the couch and the accessory pillows. Turns out he meant a second couch. I tell him that I didn’t order a second couch and they need to take it back because my small studio doesn’t have enough space. He just says sorry and he leaves. I call customer service and turns out that someone had filed two orders by accident. They give me a delivery date for another week later for a simple removal. Mind you I had called customer service FOUR times just to confirm that the paperwork was done right.

A week later the delivery driver calls me a half hour before my scheduled time block. Perfect! He then points out that he’s only here to fix a couch not remove one. So I’m confused and I say “OK give me five seconds to call customer service to see what’s wrong. I’ll call you back.” Customer service then tells me that the delivery driver had not read the form correctly. There is a form for assembly/removal but he only read the assembly part. Perfect I can finally get my couch! Just to be sure the agent puts in a request for the drivers to go back the same day. As I’m calling customer service I got a notification that my delivery driver was 10 minutes away so everything is working out.

An hour passes by and the driver is still not here. I called the driver multiple times from the same number he called me at. He never picks up. A couple of hours later I’ll call customer service asking where is my driver and it turns out that the delivery depot is closed so they can’t come back the same day. So now I’m expecting that they are going to come the next day because it was a mistake on behalf of the driver. Nope. They give me an appointment for the end of the week. That doesn’t work for me so I have to wait ANOTHER week.

Honestly if you need cheap furniture just go to Ashley’s. The system at Bob’s is totally messed up. If they make a mistake, they can’t override it and you have to suffer for it. And trust me, they WILL make a mistake. If the driver’s leave, they will never pick up your calls and apparently the depot they work for even has a hard time getting them to pick up. This was my first and last time shopping here.

So here are a list of the mistakes:

-First mistake was a lack of communication/dumb practice. The drivers gave me someone else’s order.

-Second mistake was a mistake on behalf of customer service. They gave me two couches and the drivers refused to take one back. Left it in my tiny studio.

-Third mistake was the driver not reading the entire receipt. He assumed the form was for an assembly even though the notes indicate removal.

And honestly, I’m anticipating a 4th mistake so I say BE CAUTIOUS...

My experience with Bob’s furniture was horrendous. I purchased a dining set, sectional sofa and a bed from Bob’s furniture in Hyattsville MD and the delivery was made on 9/14/2022. The driver and his partner attempted to bring my sectional sofa through my basement door, and when the sofa wouldn’t fit through during the first pass they pushed it through the door causing the handle of the basement door to snap and break off, which would lead to my inability to get in and out of my basement using that door. When the drivers saw what happened they offered me cash ($20 bills) so i could fix it myself and not to report it. I informed them that i can’t accept cash from them and that I had to report it through Bob’s furniture claims department. When I refused, the driver called his supervisor on the phone, a man by the name Rodrigo, and put him on speaker phone. The person on the phone, Rodrigo as he was referred to by the driver, spoke with me explaining that his driver called and informed him of the incident. And told me that I shouldn’t call Bob’s furniture because the claim will be still be routed to him regardless. I refused to do anything that is not going through the proper channels and I informed him that I still need to report it. He got angry and started to raise his voice at which point I told him that I’m done speaking with him. Not knowing he’s still on speaker phone, he resumed speaking with his delivery driver and used profanity describing me. He referred to me as “pendeja” in Spanish which translates to “idiot”.

I called Bob’s furniture immediately and I made a complaint and filled a claim with them. I was assured by the customer service specialist that this claim would be addressed immediately. I never received a call back or anyone following up with me. I called several times after that with no luck. I called again on 9/20/2022 at 10:25am and finally I spoke with Eric Maurer, a premier support property claims representative. I inquired about my claim and the fact that I did get a resolution 6 days after the incident. He stated that this claim needs to be addressed by the delivery company not them (Bob’s furniture). I explained to him that this is misleading because the agreement I made was with Bob’s furniture not a contractor delivery company and it is the responsibility of Bob’s furniture to address the claim. Not to mention that the supervisor from the delivery company was unprofessional and used profanity with me, a paying customer, and as a result my claim would not be resolved in a timely fashion. He said he would escalate to a supervisor that day (9/20) and that I would be contacted right away, which did not happen. I had to report the incident to the Better Business Bureau in an attempt to get a resolution. And as of now I still was never contacted by the company.

Bob’s furniture is an awful business, they promised excellent customer service and instead they damaged my property, they cursed at me, and I still did not receive any resolution. I feel victimized by a negligent and unprofessional business. I would NEVER recommend...