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

I can’t stay quiet about this anymore. I am hugely disappointed in Bobs, their finance department and their lack of assistance through a completely chaotic experience regarding my purchase. There was only (one) new manger there who brought some sort of semblance to the situation and then she was blocked by higher ups to continue assisting.

I worked extremely hard as a low income mom of two boys to finance a new couch for our family.

I went with the Bobs credit card, high hopes of creating a nice communal space for all of us.

When they delivered my first couch, ottoman and rug, every single item was damaged or broken. I had to jump through incredible hoops to have it checked by their departments, come by and take photos, submit to the company itself to determine if it was all broken (it was) and then start the process of getting a new couch.

When they came to get the rug, they took … the literally wrong rug. They took a personal rug of mine which didn’t even match the purchase photos. I immediately noticed and tried to track down because of sentimental value. But it was lost. They were kind enough to give me a small credit, but that was it.

I thought we could move forward— I went back in excited to get a couch that would hopefully be delivered unbroken. I picked one and delivery and product were fine this time. But when I went to make my literal last payment on the couch, they hit me with hundreds and hundreds of dollars of interest fees. Claiming it “wasn’t paid off on time”. I explained that I didn’t even have a working couch for 6-9 months after the original purchase and begged them to wave the interest fees so I could make my last payment. They said if that was the case and true (which it was, I had proof of everything) that they would wave the interest.

Then customer service said they spoke with the store and would not be waving the interest fees, even with proof of everything that happened.

I refused to pay it, because those aren’t the values Bobs claims to hold for their customers and they surely aren’t mine.

That was an attempt to literally rob me financially.

I genuinely hope you guys (Bobs as an whole) asks yourself how you’re treating families in situations like this.

Oh, and the new couch is already sagging in spots, which I can’t even replace with the “goof proof” plan because of the literal stand off happening between me and the finance company.

This isn’t fair. It doesn’t hold to any social responsibility or ethics— I am deeply disappointed and hope everyone else (especially families who finance) read our story and think of going somewhere else.

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My in store experience was incredible but it was ALL down hill after that. The week my order was supposed to be delivered, I received several notifications to confirm the date and time. The day of delivery, I received a text at 6:55 a.m. that the order was 5 minutes away. An hour later, I received a call from customer service saying that my order wouldn't be able to delivered because two parts were damaged. Mind you, I had taken down my existing bed set Thursday evening based on the delivery information and then Friday I found out there wouldn't be a delivery after all. She offered to reorder the damaged parts, said they would take 5 days to come in and that she would request an inspection ticket so that the items would be inspected before they even left the warehouse. Fast forward to today, the SECOND delivery attempt. They show up at my house and realize there are OTHER damaged parts, so again, they cannot fully assemble the bed. We refused the order and went to the store. I asked to speak to the manager who apologized but said she couldn't "guarantee" me anything because the orders come from the warehouse. She asked for ANOTHER chance, said she would put in an inspection ticket (the same thing last week's girl did, which obviously did no good) and that it would be ANOTHER 5 days for the replacement parts to come in. Mind you, my children have been sleeping on a mattress on the floor since LAST Thursday in anticipation of the delivery. I don't know what kind of incompetent business can't properly inspect and safeguard purchased items to ensure a successful delivery, not once but even twice, and then can't make "any guarantees" that the same issues won't continue to repeat themselves. I am frustrating, disappointed, shocked and back to square 1 finding new furniture for my kids rooms. I will NEVER go to...

I'm not understanding how the rating is so high. It feels like these reviews are faked. I went to this store with the intention of buying a dining room set as a Christmas present for family. The only person who paid attention to me was the person who took my temperature. I ended up picking out a dining set and 4 accent chairs, went home and ordered them online. When it said I couldn't have them delivered before the Christmas holiday, I chose the option to pick them up from the store. I heard nothing, so after a couple of days, I went to the store with my mother in tow (the chairs were for her). Again, I was ignored by the hoard of sales people standing around, waiting for customers. I asked for help and was sent to the back of the store for customer service. When I walked up to the window, the associate ignored me and turned to my mother... What on earth?! I'd already spent $2k online, so I just redirected and asked about my order. Turns out, nothing was available to ship until late in January at the earliest. The online system never informed me, nor did anyone follow-up. Turns out, I was assigned a Salesperson during the online order. A "Mike". It's been over 2 weeks and I haven't heard a peep. I have since gone to Value City Furniture where I had a very attentive, informative and non-pressuring salesperson who got me furniture delivered before the Christmas Holiday. So, this Bob's order is being canceled. Check out their reviews online. This high rating makes no sense. People regularly complain that the furniture breaks down and the warranty they sell you is snake oil. Just go to Value City Furniture if you want quality,...