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

Warning: DO NOT leave a review about this place until AFTER you’ve reached your scheduled delivery date - please! Most of the 5 star ratings (with exception to the fake or bribery reviews) are from people that visited the showroom and had a nice shopping experience- I would agree. BUT if you look into negative reviews, such as this one, they are from folks waiting on delivery or have yet to receive delivery... or have cancelled orders all together. Look- the showroom is great but they are sly. They never tell you there are expected shipping delays in the whole sales process or that the delivery date is a soft date. Look I get it, it’s a pandemic. Other stores that sell appliances and electronics have delays too because of the pandemic but at least places have the decency to let you know out the gate of any possible or expected issues, as well as communicate along the way if there are updates. Ahead of time. It’s just the right thing to do.

But NO ONE at Bob’s gave us the expectation or even slightly mentioned (nor posted signs up) a general “hey, delivery delays can be expected”. They just wanted to make the sale. But for some reason when I called the store... it’s the FIRST THING they state on the automated message!!! Check out reviews from other Bob’s like Cincinnati. SAME issues. Anyway, it’s fine if you never need to actually receive what you purchased. Salesperson and “manager”...y’all need to be transparent with your customers. Especially since nearly 99% of your stock is not in stock and EVERYTHING has to be shipped and delivered. Good luck contacting the physical store too because the phone automatically bounces you all around and usually you end up with Chicago customer service. When asked to transfer to the store I was put on hold for 10 minutes and it never connected me. I swear, now that I think about it, I still don’t think I ever talked to a store level person. Delivery date changed multiple times and they only texted once. I had to call! And then they said oh yeah no, you’re delivery date isn’t this week it’s next week. But no one said anything! Emails say it’s on the way and those are bogus. Their associates and “managers” need to work on the sales pitch and finalization process and include reasonable expectations for their customers. Instead of hard selling me pillow and mattress covers at the end of the sale you should have let me know delivery date was tentative. My husband and I had to rearrange our work schedules several times and still no furniture! You build trust and then immediately lose it- not a great business model. I should have checked my Neighborhood App for recommendations first... silly me. ALWAYS check the Neighborhood app and ask around first!! Lesson learned. The best part of this whole process was the customer service I received to cancel the order. They were extremely good and knowledgeable about that for...

The in store experience was flawless. The selection of furniture is wonderful and the store is brightly lit and arranged for optimal shopping experience. However, once you order and leave the store everything is handled with their National call center. We were delivered the wrong item. We ordered a couch and loveseat. Two love seats were delivered. The delivery truck was still in sight when we realized the mistake and we called immediately. We were transferred from local store to national call center at a minimum of 4 times. Ultimately the mistake was recognized and the order was corrected. The correct couch will not be delivered for over a month and after several attempts to have them come get the incorrect loveseat that remains in the box taking up over half my living room they refused. I requested a refund of my delivery fee since my living is serving as a warehouse and they refused. The call center offered me a $75 gift card. I accepted...thinking something is better than nothing...then was told I must call back after the correct couch is delivered to request the gift card at that time...they would not give the gift card any earlier. In all honesty I am hopeful they will just credit my account because a gift card would serve me no purpose as I will not be returning to do business with Bob. This was a brand new store. We were there opening day I. Lexington, KY. I do not and will never recommend Bob’s discount Furniture to anyone...EVER. Terrible customer service and overall lack of consideration to the consumer. Corporate Bob has forgot what the sale is all about....quality not...

Bob's Discount Furniture's Brady Brown Manual Glider Recliner is functionally defective in that while attempting to sit or exit this recliner, doing so becomes very dangerous because glider recliner rocks back and forth and glides while customer is attempting to sit down and/or exit this very dangerous chair. I have nearly fallen numerous times trying to utilize this horrible chair.

This recliner chair is in motion the entire time the customer is attempting to sit and exit to/from this again functionally defective chair. Recliner Glider chair is an accident/lawsuit waiting to happen.

Bob's Discount Furniture has informed me that Bob's Discount Furniture store policy and procedure does not allow customer exchanges, credits, and/or refunds. I have never heard of any business/store with a policy that does not care about their customer's needs and customer satisfaction in their store's inventory and products.

I contacted my bank after Bob's Discount Furniture refusal to work with me and I hope that my bank who is disputing this financial charge based on a defective malfunctioning glider recliner will be able to resolve this issue for me.

FAIR WARNING: Do not purchase from Bob's Discount Furniture for they do not allow credits, refunds, and/or exchanges after purchase and Bob's Discount Furniture fails to consider their customers needs after purchase, and this store/company could care less about their customer's satisfaction. Again,...