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

I purchased a large area rug from Bob's soon after the location in Mayfield Heights opened earlier this month. The saleswoman was very nice but gave me wrong information about the "Goof plan," (5 year rug cleaning & replacement service plan). She told me it would cover damage caused by pets. Upon double checking with a manager, the manager informed me that the plan does not cover "paws, claws, or beaks." Ok, still covers stains, so I got it. RIGHT after the manager left, the same saleswoman told me AGAIN that the plan DOES cover 1st time claw or teeth damage done by a pet. Confused, I googled it right there in the store & learned that it does not. This was the Friday before 4th of July. Same saleswoman told me that they had the rug in stock, & I could pick it up Tuesday morning at 11:30am (after the long holiday weekend). Great. Arrived Tuesday only to be told by a different manager that the store did not have the rug. She said "It's nobody's fault, it just fell through the cracks. And, nobody called you to come get it today." What? I'd just spent several hundred dollars on a rug then drove half an hour upon info I received from YOUR saleswomen. That is most definitely someone's mistake. I'd advise management to ensure their salespeople provide correct information to customers. Nonetheless, was excited about the rug. It arrived 8 days later, but as soon as I unwrapped the plastic at home, I found two, nickel-sized puncture holes in it. Irritated, I called the store- 54 minute wait time. So, I drove back for a 3rd visit to tell them the rug was defective. Luckily, I spoke with another manager who was very sweet, apologetic, & attentive, & who immediately offered me a rug exchange within 72 hours & a waived delivery fee. We now have the new rug, & it is beautiful. This 3rd manager is the reason I've given 3 (& not fewer) stars. I understand the location has just opened. I can also accept the rug puncture holes as a manufacturing or delivery accident. And, with any new business, there will certainly be some hiccups. But, it is also important that salespeople are well trained with knowledge of products. It is better to admit when one does not know something because they are new, than to give misinformation to customers. Overall, my interactions & experiences at Bob's Discount Furniture were not positive, & I will...

Good quality furniture for fair prices. They have many items to choose from and there are no long waiting periods to get your item like at some other stores. The store associates are helpful without being pushy or overbearing. We were able to browse to our heart's content, with the associate being available for any questions. When we were ready to purchase, the process was quick.

UPDATE: After our delivery experience, I had to update this review and remove some stars. The delivery was originally estimated during a window between 6:30-11:30 AM, so we moved around our schedule to accommodate. The morning of, the time changed to 11:30-2:30. As the day progressed, the times kept getting later and later. At one point, I received two calls that we were the next stop, when that wasn't even close to being true. I also received a text that my item was delivered when it was definitely not delivered yet. Maybe someone clicked the wrong button? Maybe we were bumped to later because we did not pay for the extra "white glove" delivery? A call to customer service did not give me any more information, as they just had access to the same tracking tool I did. Not useful at all. I understand the need for a delivery "window," but when we have other things scheduled in the day and the times keep changing, it can be difficult to adjust and can create a lot of stress! We are so glad we did not purchase the additional warranty, since any covered repairs or inspections would most likely be a huge pain to schedule and actually complete. Yes, they have good prices on the furniture, but all other aspects of the experience after the sale seem to be an afterthought.

Second update: Contacted service and still waiting for an answer after months. They keep messaging me, then going silent mid-conversation.

Third update: Still waiting for service to re-contact me.

Fourth update: Someone finally got back to...

First, COVID precautions were on point. Temp check at door. Masks enforced and worn by everyone. Hand sanitizer mandatory.

Our sales person (Jason H) showed us the first sectional at the door. It was really cool, but not the color we wanted. He showed us the correct color but we didn’t like the stiffness (personal preference). He walked us around and showed us everything in the color we wanted. Along the way he adapted to our personalities and made us feel as part of a conversation and not like a used car salesperson. He pointed out his favorites and why. We liked one of them but wanted to keep looking just in case. We ended up at the very last one available at the store. It was perfect. We did a quick compare and Jason patiently stayed with us and answered any questions. We also took a look at coffee tables but decided not to get one. At no point in time did we feel pressured. He made sure to tell us that if we decide to go with it he could do it. He actually carried a side table of the same color next to the couch to make sure it matched from across the store. We are pretty sure we will get it, but wanted to make sure it wasn’t a decision we wouldn’t regret.

Once we decided he laid out all the options and explained them. He showed the final receipt with warranty and delivery costs. He didn’t hide anything or try to manipulate us by only stating the retail price. We had a complete knowledge of the price. He went through the warranty coverage and explained it thoroughly. He explained the white glove delivery service. He also made sure to mention it was optional but reinforced the benefits of it.

We made our payment and got out. All of this took an hour, including us looking at every sectional in the place. Actual sales time for paperwork was about 15 minutes, tops. I can’t say enough good about Jason. He also had a...