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

I purchased a sofa and love seat from The Bobs Discount Furniture Store in Schaumburg, IL on 3/13/20. About an hour prior to delivery, I received a call from the moving company asking me to rate them as a 10 on a subsequent satisfaction survey. When I informed them the furniture hadn't been delivered yet, they said they would appreciate that rating because they have been having issues lately. Thought that was odd to say the least! When the sofa/love seat was delivered, the love seat was in excellent condition. The sofa however, had a damaged LEFT headrest which appeared to have been crushed in transit. The delivery person said the headrest would expand in a few days and would be good as new. When it didn't, I called Bob's Customer Service and was informed by their representative that they have been having problems with delivery damage in my area. With that said, the rep scheduled another delivery a week later with a replacement sofa. I was so impressed by this action that I returned to the store and made an additional purchase of (1) coffee table and (2) end tables that I saw in a previous visit. When the replacement sofa and new tables were delivered, once again, there was damage! This time, the replacement sofa had extensive damage to the RIGHT back support and headrest. This was a different delivery team than before and they took the right back support from the sofa they just removed and placed it on the newly delivered sofa in an attempt to remedy the situation. The problem that created was the power reclining feature would not fully return to the original original upright position. Also, the leather flap on the backside of the sofa, which hides the motor, cannot be affixed to the Velcro strip on the frame because it tears away when you fully recline. In addition, the leather on the entire front lower portion is loose and wrinkled. The coffee table had a noticeable chip on the top and side. When I asked the delivery person to take both items back, he said Bob's allows you to keep the damaged product(s) until you receive the replacement. Once again, I contacted Bob's Customer Support and they requested photos this time for review. After I submitted the photos and history, they responded by email that the damage was not consistent with a factory defect and the sofa seems to be up to standard; there was nothing further they could offer. It appears Bob's contracts with substandard movers for all deliveries in my area and unfortunately, it becomes the customer's problem when damage arises as in my case. If you are ever in the market for furniture, I strongly suggest you take your business anywhere other than Bob's Discount Furniture. You certainly don't want the aggravation I have...

My experience with the Bob's Furniture in Schaumburg, IL.

Only July 9th, my wife and I went to the Bob's Furniture location to check out a new sectional sofa. We found the one that we wanted! Our sales rep (name omitted) was great! The credit offer was great! Until it wasn't.

I agreed to have my credit checked for financing. My credit would not cover the entirety of the purchase, so I told the sales rep that I would like to hold off while I pay off my current credit card and would come back at a later date.

The sales rep, probably to quickly get us out of the store, clicked through the credit application, the terms and conditions, and clicked "accept" with no communication to me. She printed off a quote and off we went. I get to my car, and have two emails from Fortiva credit. One confirming my account, and the other confirming the line of credit that was opened for $X,XXX at a 35.99% APR with a $49/year administration fee. Now for the good part:

I call Fortiva Retail credit, and they say that there is nothing that they can do aside from closing the account, and that I should call Transunion and Equifax before I make a decision as it will affect my credit. I call Transunion and Equifax for advice and to find out how much this will affect my credit. Both of the credit bureaus tell me that I should advise with an attorney. I do.

Not wanting to blow things out of proportion, on 7/19/22, I decide to call the Bob's in Schaumburg to deal with this like human beings. I explain the situation. I speak to a sales rep who directs me to the manager. The manager seems spooked as soon as I mention that I have reached out to an attorney, and directs me to corporate customer service. Corporate customer service directs me to their supervisor, as there is nothing that they can do to rectify the situation. The Corporate Customer Service Supervisor then directs me BACK to a sales rep at the store, saying that they should be the ones to help me out.

The final person that I talked to was a sales rep at the store level, who repeatedly tells me that there is no possible way that I could've applied for, accepted, and opened a line of credit without reviewing terms or conditions beforehand. She tells me that I can call Fortiva to deal with cancelling the credit card. So the cycle continues.

One-star...

I purchased a sofa from this location on August of last year at which point the sales rep told me it would take a month to deliver to my house. I waited a month and got an email notifying me that my delivery was delayed another few months. I had to wait until late November until my sofa arrived and it was great until it broke. It lasted almost one month breaking at the end of December. The back support wooden beam broke in half as I was sitting on it. Bob's had a technician come out to look at it and ruled it to be a manufacturer's defect covered by the warranty and would replace it but couldn't fix it. The replacement was set to arrive on May. Come May and it was delayed again. I called the support number and they told me they could not give me a refund and take the sofa but instead I could go into the store and do a reselection and pick something else. All the furniture that was similar, a power recliner two seater sofa had a delivery time months out to June. I decided to keep my sofa and wait for the replacement instead, come June it was delayed again, and again. At this point it is scheduled for delivery in late July early August.

In summary, I had to wait 4 months to get it delivered. It broke in one month at which point I have had to wait another 8 months to get a replacement which will probably be delayed further. I have been told I am not able to get a refund and all other reselection items are also have a delivery time of months with no guarantee it will come on time. I would strongly advise that you do not shop here for your furniture due to the poor build quality and ridiculous wait times and their inability to offer a refund after all of this. I've only had a working sofa for one month out of the...