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

Absolutely terrible experience. Visited their store in Saugus two times. Went on my first visit to decide which sofa to buy and ask for budgets and pricing to make an educated decision on my new sofa purchase. I was attended by Carmelo, who was an absolute wonder of a salesman and human being! He offered me a 12-month, interest-free form of payment, prepared me a budget with pricings and left everything I needed printed in paper and in a very well organized and professional manner. Thank you Carmelo for being so wonderful, I now wish you were on site the day I went to make my purchase. I was also told he was going to get the credit for the sale - which I really hope he did. He left me his phone number, so I will be reaching out to him today to see if this is true.

However, during my second visit, everything went downhill. I looked for Carmelo to seal the deal with him, but unfortunately he was not there that day. I was attended by another salesperson (cannot remember his name), whom without explaining or reasoning why, told me that I could not buy the couch with the 12-month, interest-free form of payment. He instead informed me that my only way to make such purchase (information which I now strongly put in doubt) was through a form of payment divided into 4-months, with what I consider to be a very high APR, and a final settlement of $700 (basically half of the full price I had to pay for).

Including delivery, insurance and APR, I ended up paying almost $1500 for a sofa valued at $999. I was not happy with the situation, but went forward with it as I have just moved back to the US after 10 years abroad, spent the last month without a couch at my new home and really needed one ASAP.

On top of that, I was informed that my couch would be delivered and set inside of my living room on 10/18 - a week after I made my purchase. The problem arises when, on 10/18, my couch gets delivered, but only partially. Apparently there was a mix-up at their warehouse, and they sent my couch in two different colors.

I can understand and am laid back with what I consider innocent human error. Everybody makes mistakes, and that may always happen when you least expect it! The issue is with their customer service's damage control.

Honestly, this is where my experience went from bad to absolutely horrible. I was called by their customer service, and informed me that it would take another 7 days for them to complete delivery of my couch, without offering any alternate or more efficient solution, despite my consultations for a swifter response into resolving the problem they had caused upon myself. I called customer service again to see if another agent was able to offer acompensation on their mistake, and after a half an hour on the phone while they were "studying my case", their answer to my request was a negative one.

It is not equitable that you have someone pay an expensive price for a delivery on a concrete date, which is specified in a written contract, and on a sofa with a high APR through a form of payment that I did not agree with... they did not deliver or live up to the terms of their contract nor did they offer any kind of solution or compensation beyond having to wait for two weeks to have my sofa fully delivered and installed at my house - being non compliant with a contracted redacted by themselves. Let me remind that I paid for my couch to be fully delivered and installed on 10/18, and not two weeks after my purchase.

Honestly, what this tells me is that Bob's Discount Furniture does not care about its customers. The service and experience that I had was absolutely terrible. Since I have tried and not been able to find any help within their company, making me feel stuck in an unprofessional situation that wreaks of indolence, I will be reporting my case to the Better Business Bureau. This is completely disrespectful towards the intelligence of their customers.

I will never again buy anything from this company, and will be hesitant into recommending everybody around me to NOT buy anything from...

I bought a couch in December of 2022 and bought protection for it for 5 years. I am moving (end of August) and my couch broke end of July. I had a love seat (with pullout) and chaise, sort of modular. The love seat collapsed in the middle, as the frame broke. I filed a claim for the couch to be repaired/replaced. I had to wait 2-3 weeks for a repair tech to come look at the couch, who said the part needed to be replaced (though the couch was discontinued, so the part may no longer be available). Within 5 days of repair technicians visit, you are meant to have a response from Guardian (the goof proof protection plan). I never got response, called, told them about my deadline for moving out/needing the couch out of my current apartment. I was told it was marked a priority and I would receive a phone call within 24-48 hours (which would've been this past Sunday). Calling Guardian (and on hold an hour to talk to someone) on Monday, I was told another 24-48 hours was needed (even though I only have 4 days to remove the couch). Upset, I went to Bobs in Saugus (this is where I originally inquired about the couch we wanted, though it was sold online). The manager, Kyle, seemed helpful at the time. He told me they had issues with Guardian and since switched to a new goof proof claim company. He sent an e-mail to a liaison and ensured me he would call me first thing in the morning (Thursday morning) and he did not want me waiting 24 hours, like I had with Guardian. Today (Tuesday) I called in the afternoon after not receiving a call and was told that he isn't in until Thursday... This is not ok and managers need to be held accountable. It is ridiculous to lie to customers and to make it seem like everything is taken care of and well handled when it is not. Another manager spoke with me and apparently Bobs does not remove their broken furniture from your home (even though their quality was not up to par). The technician told me it would not be safe to transfer this couch, since it is collapsed in the middle and there is no leverage. I am never buying furniture from Bobs again. Low quality, broken furniture, and putting people at risk by making them move broken furniture. The claims process is beyond frustrating. Not worth it at all. Go elsewhere where customer service will actually respond and keep promises made...

It’s been a horrible experience from the start. They delivered my furniture broke my window sill scratched my floors and damaged my door. When I said something they took off. Literally ghosted me. So I was left with a mess. I went to the store talked to Jay and he was amazing. Worked with me regarding the fit the damages and missing items. Gave me 100.00 credit. One chair was broke had to have a tech come out. Tech came out determined I need a new mechanism. Got the mech ANOTHER tech came out but there to take pics only. He advised the chair needed to be replaced. Ok ordered a new chair. The delivery came thought this ordeal was over with, NOPE. They brought the wrong piece mean while another piece broke. The delivery guy called services they ordered me two new pieces but guess what? They are on back order. I called and spoke with Jay again and he took everything in and refunded the shipping cost. Ok I accepted this and move on with my day. A few days later I noticed my recliner is acting weird clicking and moving left to right to shut. So I go back to the store in Saugus and speak with “a manager” who basically told me that there was nothing he could do and call customer service. I told him what was going on but he couldn’t follow the bouncing ball. Thankfully Vinny was sitting next to him over heard what I was saying looked up my account on his own and said to “the manager” I can call customer service for her. So Vinny called customer service and go the approval for a refund or a brand new set. Since I had such bad luck with this set I decided to look at others. In swoops Jay again measures out three to four different sets with me, goes over all the pricing in the end I had to get a replacement of what I had only because the others wouldn’t have fit. So you might read this and ask why the heck is she giving them a 4 star review? I’ll tell you it’s because of Jay and Vinny. That one star left over I’ll give to “the manager” for doing nothing at all to help. All you have to do is try. Bob you need to give Jay and Vinny a raise and promotion. You would have lost me if not for them because “the manager was useless. Sorry manager but you...