Bob's Discount Furniture and Mattress Store — Local services in Shelby Charter Township

This will be long but important. I will say the store is very nice and clean looking, family friendly and there is coffee and snacks to keep bored husbands and kids who don't like to shop busy. The sales team is amazing, helpful and does not hound. But then there are issues. The word discount in the name is very deceiving because while the furniture does seem to have decent pricing they will get you going out the door for the cost of delivery and their "goof proof" furniture protection. The way it works is the more you spend the higher the cost of delivery and protection as if a stain on a $1500 couch set will cost much more to clean on a $2500 couch set. You will average an extra grand added on for two modestly priced rooms of furniture. It really feels like being punished for buying more. The delivery charge is arguably fair but most stores have a flat rate delivery charge or have free shipping specials no matter how much furniture you get in one trip. Even if you never use the furniture protection in five years (which I personally never have) that is $500 out the window. Art Van used to let you use the cost of an unused protection plan as a credit toward more furniture or decor. And even though I canceled two sets of the furniture they still brought one of them to the house. This was due to switching an order I did online that showed they were out of the color I really wanted but when I entered the store it was magically in stock again a day later. Then I canceled it all together because I got a different set elsewhere and also I found it was advertised online as having features of better furniture than it was on inspection in the store. I don't know if they do this on purpose thinking you will accept it anyway or what. The set I did want they took to our old address which was the billing address not the delivery address. Luckily we were still in charge of the property and redirected them. Then for some reason there were 4 sets of furniture charged to my credit through Bob's. The most I originally had on there was two when I cancelled one. When I called to get the majority taken off they said good thing I call because a duplicate living room set was about to arrive the following day. The delivery I did get was done with great care, the guys were great and set it all up for me very nicely but is definitely a third party outfit. Nothing wrong with that actually, just mentioning the truck does not say Bob's. Also when I called to get the duplicate orders ironed out it connected to a Bob's in Massachusettes instead of Michigan where we purchased it from. It's virtually impossible to get through to the location you purchased at unless you are lucky. Best way is to go directly to the store. Make sure to get a direct number to call or text your sales person. The business model is "this is the way it is take it or leave it." I'm more for the customer incentive type sales. Also unfortunately they deal with Wells Fargo for their financing needs which has problems and seems to be an outfit for those with bad credit and treats you as such. They have also apparently sold my personal info to every predatory website on the planet judging by the hundreds of regular and spam emails coming in since my purchase. If you do 12 months same as cash there is no interest if paid off in time. You are better off going and getting a personal loan to buy your furniture from your credit union or bank with a lower...

Horrible Experience today. I purchased a dining room set. When I was delivered I was informed by the delivery men that the leaf was broken and they would be taking it back to the warehouse. They called customer service advised of the damage and arranged an exchange. Customer service called me to confirm the exchange. I said I don’t have the leaf. I never received it. I was told that’s okay and they would be bring a new table with the leafy and they will take the other table back at that time.

The new table comes today. The delivery man John disassembles the old table, takes it to their truck and assembles the new table. I tell him it’s wobbly. He agrees. He asks me for the broken leaf that I don’t have. I explain that I never received it. He calls customer service and tells them that I am saying that I don’t have the broken leaf. Customer service calls me and ask me for the leaf. I explain again that I never received it. I tell them that the table John assembled today is wobbly and I’d rather keep the old table and they can give me the leaf since I never received it.

They tell me no. I ask them to take everything back and to give me a refund. Ive only had the table a week. They say no again and I can either keep the old table without the leaf I paid for and never received or keep the unstable table with the leaf.

John disassembles the new table. Now there are two disassembled tables. John and his partner proceed to take the new table top and leaf towards the door. I work over to the table and tell them I paid for the leaf don’t not take that. John bumps/pushes me out of the way and continues toward the door. I lock the door behind him. John comes back repeatedly banging on the door and ringing the door bell. I tell him that he’s not getting back in my house and assaulting me and to get aware from my door. He continues. I’m reached out to the store at this time. Chad connects me with his manager. The manger says that he’s have someone reach out to the driver and took my phone number to call me back. I’m the meantime, John calls the police and says he would like to report a theft of the drill and table legs that he left on the floor before pushing me and stealing the leaf that I paid for. When I police come I tell the that I want to press charges against John for pushing me. The officer tells me that John said that I pushed him but he’s not going to press charges. I said because he’s lying.

I called the store and customer service several times today. Chad and his manager were too busy to come to the line and never called me back. Customer service offered to pick up the chair and disassembled table and give me a store credit for a future delivery. As if I would ever want to do business with a his company again. I don’t feel safe with their delivery people coming into my phone.

I also received an email where John forged a signature saying that I signed attesting that items were received with no damage.

I paid for good proof protection and white glove delivery, which includes assembly, clean up, demonstration...

I will never purchase furniture from Bob’s discount furniture. I purchase a sofa and foot rest back in October 2020. When I purchased (I paid in full) the items the website said it was on back order but I would be notified of the status of my order weekly. I had never received any emails on my order and I had to contact them. When I spoke with the company, they told me January 14, 2021 and sent me the invoice. I looked at the invoice and it shown that I had a balance of $0.01 on my account. I spoke with customer service and they said “it doesn’t make a difference, you’re getting the couch.” I asked if I had to owe the penny and they said yes, I reviewed my receipt from when I purchased it back on 21 October and the total was 1 cent less than the delivery invoice (the taxes went up 1 cent). Again customer service said to not worry about it, but I don’t want it to reflect on my credit.

Then comes delivery day, I get the couch in the time they said but the delivery workers scraped my couch on my concrete driveway ruining the sofa. When I contacted bobs, they said I would have to wait till middle of February to get it fixed. When I said I want my money back, the employee over the phone said “no”. I asked why and they said that they don’t do refunds, only exchanges. I asked if they were okay with selling damaged products to customers and she said yes.

I hope I save anyone a gigantic headache from purchasing items at bobs. I understand things are a little hectic right now with current times, but this was ridiculous.

———-UPDATE ON COUCH——————

It is 17 February 2021, I was supposed to receive my exchange tomorrow on the 18th. I contacted the store asking information about my delivery because I never received any notifications on when it will be delivered. The store stated that the couch was pushed back until 21 March 2021. I was transferred to customer service and was told I could have asked for a refund within 3 days of receiving the furniture. When I asked her to review the phone recording after I received my couch, it will say I wanted a refund. She said there was nothing they could do. The customer service rep transferred me to her manager. The manager said they will not accept any returns after you receive the furniture, no matter how many days it has been. The manager did offer me compensation onto my method of payment once I receive the replacement couch. I don’t know when I will receive the exchange but I can’t keep waiting...