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

Here’s how LOUIS and BOB’S Furniture completely dropped the ball on this one.

My husband has Cancer and has been in the hospital 11 times in the past year. Meantime his kidneys started to fail, fast forward and now he is in dialysis. And additionally, he just had major heart surgery due to an aortic aneurysm.

I ordered a lift chair and scheduled the delivery.

I recently moved to NYC and we live in an apartment building. When I went to inform the superintendent of the pending delivery, I found out that, per bldg policy, we needed Bob’s to provide a COA (proof of liability insurance).

TURNS OUT, GOOD OLD LOUIS WAS SO PREOCCUPIED WITH GETTING HIS COMMISSION, THAT HE (and these are his words to me) didn’t think it was important for him to tell me that I may need this document. He said he KNEW ABOUT THIS, that HE’S BEEN A SALESMAN AT BOB’S for 10 years. He said that HE ONLY ENCOUNTERS THIS REQUIREMENT BY CUSTOMERS ABOUT 5 TIMES A YEAR SO HE DID NOT THINK IT WAS IMPORTANT. he said THAT IT WAS NOT HIS RESPONSIBILITY TO INFORM ME. HE THEN SAID I SHOULD HAVE BEEN AWARE OF IT ALREADY AND THEN HAD THE AUDACITY TO ASK ME IF I READ MY LEASE!

You see, this wouldn’t have been a problem but, BOBS POLICY IS THAT YOU MUST MAKE THE REQUEST AT LEAST 48 HOURS PRIOR TO DELIVERY IN ORDER FOR THEM TO PROCESS THE REQUEST AND PROVIDE THE DOCUMENT UPON DELIVERY. LOUIS FREELY ADMITTED THAT HE WAS AWARE OF THE 48 HOUR POLICY.

My delivery is scheduled for tomorrow. Because I only became aware of this necessity from my superintendent (thank goodness he is on top of his job) today, and delivery is scheduled for less than 24 hours from the time I submitted the form to Bob’s… well, you do the math! Oh, and I had to hunt and peck on their website to find the form myself.

For the record, I texted Louis yesterday, explaining the situation and asking for help, but, once again LOUIS COULD CARE LESS, AND DID NOT RESPOND TO MY TEXT UNTIL TODAY, a full 24 hours after I asked him for help. I GUESS HE DID NOT THINK THAT WAS IMPORTANT EITHER.

So while Louis was aware of Bob’s 48 hour policy in regards to the insurance form, he waited to respond to me for 24 hours any way, guaranteeing that I would not have the form on time for my scheduled delivery.

My husband is meanwhile left stranded in his bed at a time when he needs to be upright in order to help his circulation to his legs and feet (doctor's orders). He can’t get up and down from a sitting position by himself. He’s 6’3” and 205 lbs. I am 5’4” and 130 lbs again, do the math!

I admit I went ballistic with him on the phone. I’m not proud of that but guys, I’m exhausted and have a lot on my plate, instead of spending time with my husband or organizing his doctors appointments, I spent the whole day doing Louis’ job.

However, I really wanted to make him aware that, going forward he should include this information to every customer that comes after me, so that they would not have to waste an entire day trying to contact the right people and possibly avoid having to reschedule the delivery. LOUIS STILL DID NOT THINK IT WAS IMPORTANT.

I don’t have the spare time to do Louis’ job, but I ended up doing it anyway. I think at the very least, he should split his commission with me. And I guess he thinks I have all the time in the world to deal with this…News Flash…I don’t!

I AM GOING TO SHOUT IT TO THE MOON, I WOULD NOT RECOMMEND THIS COMPANY OR THIS SALESMAN TO MY WORST ENEMY!

And I owe this extra stress (I have Congestive Heart Failure) to BOB’S and his top notch salesman Louis who it seems couldn’t care less about the customer.

They made this the WORST CUSTOMER EXPERIENCE THAT I HAVE EVER ENCOUNTERED IN ALL OF MY 65 YEARS!

In closing, you should know that my work experience is all Retail Management and Call Center Management, so I know a bit about customer service and experience and how important it is myself.

If Louis were in my employ, he’d be gone. But, apparently he is good enough for BOB’S, he’s been there 10 years, kinda tells you something,...

If I could give zero stars I would.

Went in this past Friday to order a bed, box and frame. Paid them $1,065 to have them deliver and install the bed which was set for the next day. My building has strict regulations and needs all deliveries of this size to be delivered before 3:00 p.m. With this in mind, I spoke with the manager at Bob's and asked her FOUR separate times what the delivery window would be. She told me all four times 9:00 a.m. to 2:00 p.m..

The first of the many mistakes they made this past week was that they showed up at 7:00 a.m. I didn't realize they were calling me until about 7:30. When I responded, they told me they had waited around for 30 minutes and had to go. I told him that my window was 9:00 a.m. to 2:00 p.m. but they didn't go by that. I called Bob's furniture at 10:00 a.m. when it opened and spoke with an operator who after 30 minutes of being online told me that they would indeed come back before 3:00 p.m. the same day. Only for me to be called an hour after that conversation and be told by another operator that they will not be able to come until Wednesday. 4 days later! I was very upset. I spoke with a supervisor and after long deliberation they decided to deduct my fee $150. I demanded that they were trying to just give me $75 but I felt so disrespected and I told him that they can keep their bed if they didn't give me $150. Which they eventually agreed to.

Today is Wednesday. I got an email saying they were going to come between 9:00 and 12:00 today. But my morning started with a call from the delivery guy telling me he had the wrong address. All the documentation I have via email and when I left the store on Friday had the correct address so I'm not sure how they got that wrong. Not only did he have the wrong address but we would have to reschedule for a later date. I've been on the phone with them for the past 2 hours and I'm still waiting for this bed to be delivered. I basically told them that if they can't bring the bed back by 3:00 p.m. today I do not want the bed and want a full refund.

I wouldn't wish this anguish and blatant disrespect on my worst enemy. You pay hard earned money to get a service and a supposedly reputable company treats you like dirt. It is unacceptable. Especially considering that I've been buying furniture from Bob's since 2014. Never again! Think long and hard before purchasing from them.

Did get my bed today but took multiple threats of wanting a refund in...

I realize that all of the 1 star reviews are from the same store. The Bob’s Discount store in a minority neighborhood. The same place I purchased my furniture. But my horrific experience occurred with a delivery person B. Diaz. He refused my job without even communicating with me. I mean nothing, zero, zilch. So rude and unprofessional. Came in, scanned the room and left. I’m moving my furniture in the hallway to make it easier to deliver my bedroom set and after an hour waiting, I called and found out he cancelled the delivery. And I’m disabled. Didn’t say a word to me. First of all, it appears bogus to me because the tracking showed he had over 11 deliveries. If the alloted time is 2 hours per delivery, was he working 22 hours a day? He didn’t have enough time in the day to make all those deliveries. And I wasted 2 hours on hold talking to 3 reps and 3 supervisors in Guatemala who did nothing but lie to me. The reps were professional but one supervisor chastised and blamed me and the other 2 just told me what I wanted to hear to get me off the phone. Promised same day re-delivery. Don’t believe it. The entire ordeal was stressful and I’m gonna take it to the CEO of Bob’s. I know poor Customer Service is the norm these days but it shouldn’t be. Now I have to wait a week with my apartment in chaos before I can return things back to where they belong.

Update: Two years later. I tried using my accident insurance when the railing on my bed broke due to being moved from side to side by the sewage maintenance people who have the main pipe in my bedroom. I was told that this was not “an accident” but was due to normal wear and tear. So remember to say any damage was an ACCIDENT in order to use your accident insurance. These companies never cease...