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

This will be an unfair review to the store, as the gentleman who assisted me was very pleasant.

My issue was with attempted delivery and the lack of customer support as this service did NOT happen.

I have made several purchases in the past from Bob's, my last one, had the primary issues. I had unit missing pieces, delivered broken, and ultimately took 3 attempts and several hours to get completed.

I moved after this point, and needed further service on the unit (which was ridiculous).

I provided customer service with my new address. They mailed me the wrong part. I called them back and they sent a tech (to look at missing prongs from my adapter plug... Again unnecessary and ridiculous) to my home... My new address.

Fast forward to recent time and I received a call from Bob's delivery (as I used store credit to make a small purchase). They told me that the person who answered the door said I don't live there anymore.

I explained that I haven't lived there in months and I changed my address in system months ago... Or at least they told me they did.

He asked me to text him new address and a few minutes later customer service called me.

She told me (as she read her script) that because of the error in address (not mine)and proximity away from old residence (15mins.) that I wouldn't be able to receive my delivery for another few days to a week. She then told me that she would be glad to change my address in the system.

Long story short, I wanted a full refund and asked for a supervisor. We got "disconnected" and I called customer service back.

I then was connected to Danielle, a customer service Supervisor. I explained the situation and stressed my frustration (no cursing or swearing or yelling) and I couldn't hear her at times.

She told me they were having system issues with phone and I asked her to call me back, but service cut back in. I continued to explain and ultimately the call got "dropped".

I have worked in retail for over 2 decades so I have a degree of empathy and patience towards retail and customer service folks that many don't. This had been exhausted.

Several hours had passed with no call back. Nothing. I then decided to call and got Paula in the call center.

I explained the situation to her, in detail and she asked me if I would mind going on hold for a bit. I told her no problem.

She returned with a solution and a fix. Very pleasant, helpful and I told her so. I thanked for her help and here we are.

I thought would never be the type of person to write a review the size of a book, but, I wanted to share my frustration level and express how much time this took away from work and how many calls I had to make.

Needless to say, I will NEVER step foot in another Bob's again.

If you like pain and frustration, feel free to shop there.

Update* For the automated response (aka owner):

You mean the long, highly detailed account of my experience wasn't telling enough for you? Lol.

Also, I'm NEVER entering another one of your stores or purchasing anything from your company.

Actually take the time to read... Your...

A couple of the sales people, Thomas and Danielle were super helpful. And there was a warehouse employee who was helpful getting a floor sample into the van. The day before they said they could help a little to load the dresser since “I’m a girl!” I didn’t think that’s could be a reason/excuse in 2022. But the next day, they said because a man was driving the truck, they wouldn’t be able to help with lifting it into the truck.

Everytime I’ve stepped into the store ( I think this was my first purchase,) salesmen are kind until they sense you are just looking. ThomAs was different. He was a good listener and interested in your purchases. He was also very helpful preparing my dresser and helping me tape it , until one of the store managers began circling us like a hawk. She started reprimanding me about the rules of floor samples. I brought in my own boxes and tape and Thomas was holding corners while I taped it. It took about 15-20 minutes and the store had one other shopper. Isn’t this good for business to have courteous salespeople. Can’t say I care about the manager whispering to salesman and glaring and lecturing. I’ll probably never buy anything there again. How they can’t help preparing my floor sample for the trip home is surprising if they are just waiting their turn with other salespeople for future customers to walk in the door.

Danielle at customer service was a delight and one of the other three agents warmed up after a few minutes and was able to give me a larger think paper wrap to put on the top of the dresser.

Anyway, the final point is if you want to hear the word NO regarding any reasonable request, skip the trip. They say in business, if you had a good experience, you’ll come back and recommend it to friend. If you have a mediocre experience, sorry Bob- there are plenty of other furniture stores that are ready to say…. How can we assist you and make purchasing something easy and joyous. Prices add up quickly so my advice, check out CB2 or crate n barrel for forever furniture that lasts until you want to pass it on.

Hats off to the employees who have smiles on their faces and seem happy...

Went in with my family on Sunday evening. The gentleman who helped us was great. Listened well and gave us just enough time and space when we told him we had previously visited the store and selected a few options already. We were just going to give our options a second look and then decide. He was very patient and familiar with the products. He allowed us ample time to make decisions even though it was the end of the day. We purchased a couch, a full size bed and mattress from him.

I did not rate this 5 stars because our previous visit wasn’t so great. Pretty odd experience actually. The woman who showed my kids and I products seemed REALLY thrown off and annoyed by my 5 year old son. She kept correcting him every couple of minutes as if her focus was on him. He’s a chatty boy when he’s excited. He was thrilled to be checking out his new bed and new couch for us. Any sudden or quick movements my son made she took it upon herself to speak to him in a stern, corrective tone. He couldn’t jump or leap or throw his bouncy toy on the ground or speak to me when she was speaking because she would immediately try to verbally put him in his place. Almost as if she thought she was a family member or a very close family friend. I have a 16 year old and 5 year old, and not once have I ever come across someone like this. I found her to be an interesting character though. I think I became more curious with her behavior and customer service. It was somewhat comical. Neither of my kids nor myself were phased too much by her anyway. Little kids are definitely not her thing (lol). I have a lot of patience and work in healthcare. Maybe this attributed to the fact that I was so patient and allowed her to finish showing us the products. Any one else I’m almost certain would have been quite bothered and...