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

Where do I begin...first off, just from simply looking at Google reviews, Yelp reviews, and general search results from typing in "bobs discount furniture Natick" or "bobs discount furniture," it is evident that the ratings are atrocious across the board. With this said, obviously bobs makes ZERO effort to save their name or make any attempt to satisfy/please their customers or perform as a decent, ethical company. If this was the case, you wouldn't find such low ratings anywhere& everywhere you look. So, I'm sure writing this review is pointless and nobody at bobs will actually care or make any effort to demonstrate decent customer service or get back to me to make this right, but here it goes...recently bought a couch from bobs in natick. It took 2 weeks for the couch to even come in, so we couldn't get it delivered for 2 weeks. Finally it's delivery day. I'm told at the natick store that I can pick a 3 hour delivery window in the morning (6:30-9:30am). So I pick this time, take the day off from work, and move all of my furniture out to make way for this couch. That morning, I was tracking my delivery team (this feature is TOTALLY inaccurate by the way, so don't even waste your time following it). I saw on the tracker that it said my delivery window was actually 6:15-10:15 am, not 6:30-9:30. I live in the city, needed to reserve the loading dock ahead of time for the delivery, and could only guarantee I was home during the 3 hours I was promised. Even the reminder phone calls I received from bobs in the days leading up to delivery confirmed 6:30-9:30am delivery! How can Bobs just casually mark me down for a 4 hour window without informing me? Don't they recognize you can't just show up to a city apartment building at any time? I had to reserve an entire loading dock for them! At first, the tracker said I was stop #1 so the timing wouldn't be an issue. But as time went on, the tracker just kept delaying and delaying my half hour delivery time. Finally I get a call from the drivers that they can't figure out how to get to my apartment building, so they're just not going to deliver to me. Excuse me...WHAT!? I took off from work and you just decide you don't feel like delivering to me? How is this any kind of accepted protocol in a customer service business for a product I paid for!? I then called customer service and was promised that the drivers would be there in 5-10 min. Well, 45 minutes goes by and still no sign of the drivers, no phone call, nothing. Back on the phone with customer service. I'm told not to worry, they'll be there in 5-10 minutes again. Another 45 minutes...nothing. Needless to say, I had to call customer service numerous times and essentially spent my entire morning on the phone with them. Totally incompetent. Nobody knew where the drivers were, and quite frankly nobody cared where my delivery was. 9:30 rolls around (end of my delivery window and end of my loading dock reservation and end of my patience after spending the entire morning on the phone with customer service). I decided to just cancel my delivery since nobody showed up at all. Customer service tells me ok, but in order to cancel I have to call bobs in natick. Of course they're not open yet, so that's the least helpful advice I've ever received. So I finally go back inside (I waited outside for 2 hours in the scorching heat since I was continuously being told that the drivers were 5-10 minutes away...), move all of my furniture back into place, and move on with my day--couch-less & still clueless as to what ever happened to the no-show delivery men transporting MY property. After canceling my delivery with customer service, I randomly get a phone call well after 9:30 from the delivery men saying they're here. Huge issue since my delivery window passed now, loading dock isn't reserved for me anymore, oh and I have a life and things to do with my day! Literally the worst customer service I have ever experienced and the most incompetent delivery crew. Also, how can bobs assign me a 6:30-9:30 window, then make it a 4 hr slot &...

Do not do it, do not buy anything from them and if you do AVOID Donna Marie. From the moment we walked in on 3/2, she was pressuring my partner and I into putting in an order immediately. I told her we would put in an order for sure but needed some time to browse because we wanted to make sure we got what we wanted since we had already looked at some things online that we liked so we were just there to make sure we actually liked those items. After finding what we wanted, I was looking into signing up for their lease but realized I would be paying more than 2x the regular price, I decided to just pay it all off right then and there and when I told her this she got irritated and went to the customer service counter to tell them I had yet again changed my mind about things- that was the only thing I had changed...I requested to submit my partner and my order together since I would be using my card for both but she completely disregarded this and continued to submit my partner's order. It did not help that her tablet was also not working correctly. (I do believe this is a company issue and not her fault). During the whole process, she kept putting things in our order that we did not request and specifically told her we did not want (like the goof proof). She tried to get into an argument with me about it and I told her to please stop, we were already purchasing over $4k in furniture so her commission would be decent. at the end of it all she ended up charging too much money for delivery fee and I was told I would see a refund soon for this. On 3/9, I went into my bobs account to double check delivery dates-and the status of my refund. I saw that the refund had been canceled and I also saw that the bedroom set I had ordered was not the one showing up on my screen. I called and got a representative. When I got a call back, it was Donna. She proceeded to say "oh? You changed your mind and don't want the dresser anymore" to which I responded that I did not want the dresser to begin with and since the moment I walked into the store and saw the set I liked, I requested the vanity. She took no accountability and kept trying to put the blame on me. I told her to please listen to me and what I wanted and not cut me off because that's what kept happening in the store and that's how I ended up with the wrong order, I also asked about the refund and she just said she'd give me a call back. She called about an hr later and resolved the issue with the dresser/vanity exchange, when I asked her about the refund she said 3-5 business days so I told her it had been that long, she kept talking under her breath and just told me she's call me back. She never did. Some days after, I contacted them online thru chat re: the refund and they told me this would be processed on my delivery date 3/29. On 3/28 I was contacted re: my items and told they were not available and to reschedule to April 25th I told them to cancel my order because I could wait that long. I was told that I could receive half on 3/29 and half on 4/5 so I agreed to it. Today 4/1 I checked and was told the soonest they could do was 4/25...after a chat online, the person on the other side was extremely helpful and at least issued the $151 refund...my delivery is now scheduled for over a month later from order date.

2 stars because the set is pretty and the delivery guys/most people on the...

I am completely disappointed in this company and their Good proof protection plan propaganda! I purchased a sofa 3 years ago, which was easily destroyed a year later, paint went off, scratched..I did not get the Good proof protection plan at that time, so I ended up just throwing the couch away. ( You would think I learned my lesson and I wouldn't buy anything from here..well I didn't) I purchased a sectional with the ottoman, the white one you see in their commercials, with the extra protection plan ( which of course has an additional fee). One year later, called their Goof proof number , after I had some people over and they slept on a blanket (that was previously washed and dried) which accidentally ended up staining the couch..and not an easy clean..like deep in the material stain. I have tried everything to clean it up, before I called them..nothing worked.. the fabric under both pieces of sectional was tear up as well ( apparently they had some metal backup screws ,which I obviously didn't knew about until they fell down)... The 'goof proof' person asked me 1000 questions about how this happened, where are the stains, does it have it on the back,sides of it etc. I was told ' the goof protection plan does not cover this' and I was given the phone number for the manufacturer as this might be covered by them. Well they sent me ' bye bye' too, because this is also not covered by them.

You don't even get what you payed for...it's worse! Nobody from their company cares for ' customer service'... 3 years, 1 sofa +1 sectional. Honestly with these money I could have gotten myself some better quality furniture!

If you want your furniture to last you as long as mine did and you feel like throwing money out the window, go ahead and buy some furniture from here.

Even if you can't afford to pay in full, honestly you can find better companies that would appreciate your business and that have financing programs.

Completely disappointed...The sad part is..this is not the only thing I bought from here, also got coffee tables, mattresses..if they won't cover nothing in not even the first 2 years of purchase.. definitely don't expect them to take care of it later. We're purchased a house recently which will need a lot of rooms furnished, but I will take my business elsewhere​.

UPDATE: After I wrote the review here and someone gave me a website where I just entered my email and phone number, they placed a new order for me. I appreciate it. This should have been done the first time, without having me complain..either way..none contacted me to tell me: Fine, we'll cover what we're suppose to. We'll send you a new one and pick up the old one up..nope..got an email..and if my husband wouldn't have noticed the email " your order was placed"..and we didn't knew for what..we had to call and ask what is this order about?.. I appreciate something was done. But unless you complain... I hope in the future you will solve the problems people have before it gets to this..Rather have happy customers that would like to come back because your customer service was great or get bad reviews? I moved it up to a 3 stars, because it was still not great...