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

My family is done with Bob's. We bought the goof proof insurance they offer on a couch in Nov 2022 (allegedly good for 5 years). We have damage to the couch that was sustained in the last couple of weeks. The arm on one side is literally falling off and there is a huge gap between the middle sections. I filed a claim with the goof proof company (it's not Bob's, completely separate company. So don't let Bob's fool you into thinking they insure it. They don't.) I made a comment in the claim about the cushion area on the one side being slightly off center when we bought it and it wasn't a big deal. But that recently it sustained the new damage which is why I filed the claim. The insurance company interpreted this as the damage having been done when we bought it and thus declined it for "being older than 30 days ago". I called the company and tried to explain to them that they misunderstood me and that the damage did not occur more than 30 days ago, it was recent. But they blew me off saying the decision was already made and they can't reverse it. I demanded to speak to someone that made the decision and they outright refused despite my repeated demands. I then made a comment to the guy on the phone and said "So you're telling me you guys interpret the claims however you want to absent of fact and find ways not to cover it. Then when someone calls, you people that answer the phone are actually completely useless and refuse to do anything the customer asks? I kid you not, the guy responded with the answer of "Yes, sir". My jaw dropped.

I then got ahold of Bob's and tried to explain the goof insurance they offer, that I paid for, was being unfairly denied to me. To which they just said they can't help me either because it's out of their hands because it's a third party company. They can only help by dispatching a service call (which costs $80), but that if they can't fix it then we are out of luck. No refund or assistance available.

So long story short. Don't shop at Bob's. They are dishonest. And if for some reason you do, don't ever pay for the goof insurance. It's a complete ripoff. They defer everything to the third party company, and that company will just deny your request and they don't care anything about the customer response or being fair to people.

Extremely disappointing as we've purchased a lot of items from Bob's over the years. Two different bedroom sets, two different couches, dining furniture, recliner chairs. And then when I actually ask them to help us one time (for a service we PAID FOR) we get told "sorry but we can't help". Which just means won't help, not can't help. You lost customers today Bob's. Thanks for stealing our money on the false goof proof promise. We'll chuck this junk couch we bought from your store and happily go buy another one at a more...

UPDATE AS OF 4/21/2023 - Yet another replacement /exchange that again I have been told they have the wrong piece. This is a $3k couch I have been patiently waiting on since 12/29/2022 and no one is handling this with urgency. I have not filed a BBB complaint yet however I am today. UPDATE 4/18/2023- I had the scheduled delivery for the right piece of the sectional. It arrives & it is STILL incorrect. I am paying $3000 for this sectional that is going on 120 days since I originally ordered* original review was left 4/3/2023 — My stars are related to the service & experience offered. The furniture is beautiful decently priced. The salesmen are attentive and quick on their feet. The actual process is a NIGHTMARE! I ordered a sectional right after Christmas about 12/29. I was told it would be 30 days before it would be available, okay fine I agreed to that. I was told I would receive weekly updates on where we stood in the shipment; that did not happen. I received an email the end of February stating it was ready for pick up. I scheduled for pick up then the day of pick up was told it was NO LONGER AVAILABLE due to scheduling more than 72 hours later! Furious is an understatement, however I believe in being pleasant and understanding even with it being OVER 30 days of waiting. With that being said, since I have been more than fair, do you think they have offered any compensation, discount or anything? NO! I just NOW got my furniture 3/27 - this has been 90 days vs the 30 I was told at purchase! I have not made one complaint I have not been nasty or rude with anyone. I picked my furniture up and started the set up only to realize I received two of the same left arm ends to my sectional!!! I called and spoke with my salesman who told me since I picked my furniture up I need to return the duplicate piece & it will be two weeks for the right piece to come in! This is UNACCEPTABLE & so INCONVENIENT!! The communication the inconvenience this has been! There’s not one person trying to rectify or fix this! I am disturbed that they are just treating me ANY KIND OF WAY! This is absolutely horrible customer service and the worst experience I’ve encountered purchasing...

This place has got to be the worst furniture store I’ve ever dealt with. I looked at the beds online and decided I liked the bed with the lamps built into the headboard and the nightstand to match. I pay extra for the “white glove delivery” and even applied for their credit card and used it for the purchase. Fast forward weeks and I get an email that my order is ready and I can schedule my delivery. I click the button to do so and ended up in a chat with an automated system that eventually connected me to a live person. They say hello, the only day we can deliver is Wednesday December 4th, exactly 30 days away. I tell them I’m only available on Fridays and they said, “we can only schedule 30 days out and the only day we have is December 4th.” I spent another 20 minutes watching the text bubbles pop up and then stop. Whole time I’m asking the guy questions and no responses. I saved the chat log for proof. So I call the 1800 number and get hung up on 7 TIMES. Every person I talk to tells me December 4th . Even though I’ve told them all several times that it has to be on a Friday. Then, finally in my 8th phone call, the girl tells me, “ oh, we can’t schedule it before that because we don’t have all the parts yet.” I asked her, “why in the hell did you send me an email to schedule the delivery and make me call you over and over when it’s not even ready to be delivered.” She said that she didn’t know and that it shouldn’t have been sent to me. What an absolutely horrible customer service experience. Now it’ll be at least another month before I can try to schedule delivery again and that will have been 2 months. I didn’t get a discount, an apology, no promises or nothing, just “tough luck” and a dial tone click. Now I have a credit card through this horrible business and an empty bedroom with two kids sharing a bed. I can promise right now, that I will NEVER buy another item from Bobs Discount Furniture and I’m closing my account the moment that bedroom...