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

I've never been more upset with this company. Over the past 7 years, I've purchased over $20,000 of furniture from this store between 4 different residences. I even went so far to recommend this company to friends and family and neighbors. However, after today, I will never be returning again.

I ordered furniture online from this location to be delivered today. On the notes, I made the comments that it was a 6th floor delivery but had an elevator. I paid the $150 extra for the white glove delivery, fine. The building has a loading zone off a side path, I was given a 12:30-3:30 window, fine.

I received a text saying my delivery was in route and 30 minutes away at 12:30. A minute later I get a call from the delivery guy saying we are here there's no where to park where are you. I say, I will be right down give me 2 minutes and I can show you the loading zone. He says, we will circle around. So I throw flip flop shoes on and run downstairs with my phone and I'm standing outside in the snow waiting for the truck. I'm trying to call the number back to no answer. Then a first call comes through as I am standing outside from a Bob's rep saying it was cancelled. And I respond saying "no I am literally outside and the delivery guy didn't even come around after 2 minutes or else I would have seen him, this is unacceptable." I'm standing outside in the cold in flip flops having calls with 2 different Bobs Reps for about 30 minutes now with conflicting info - oh your couch is the next stop, no we need to reschedule, no we can probably get it at the last stop, no it should be making the rounds. Finally I get escalated to someone who says the best they can do after I took off from work today and the guy delivering didn't even give me a minute to show him where to park is that they can waive delivery but I can't get my couch until they can schedule out but they don't do Sundays or Mondays.

And the whole reason I am getting this pull out couch is because I currently have no couch and a tiny apartment for work as a part time secondary residence. So now I have to fly out of town Monday and won't be back for 1.5 weeks and when I return with guests I am bringing with me I have no where for them to sleep because I intentionally booked today so the pull out couch could be here when we come back as a group in a week and a half.

I couldn't be more upset, disappointed, and angry regarding how I was treated and not even given the opportunity to show the delivery driver after he waited only a minute and 30 seconds before driving off to the next location where to park (and I told him on the phone I was walking downstairs).

The delivery service here is truly disgusting and the customer service team doesn't seem to care, especially when you've been a loyal customer across state lines with completely furnishing two condos and a house in Indiana, and attempting to furnish an apartment in Cambridge. While this order was not a large order, you would think my loyalty in spending as much as I have would have meant something. Very soon I will be completely furnishing another large residence with 5 rooms, and I will look forward to taking my business anywhere but here.

Would not recommend purchasing/delivery with the customer service here unless you want high stress, tears, and splitting migraines. Do...

Terrible customer service! I purchased a bedroom set in Somerville location end of January and a week later the price for exact same set dropped drastically. First Attempt I called in to the store and spoke to a manager, explained the situation with price drop and ask for the price match, I sent him a screen shot of a price drop. He agreed to make a price match. After being on hold for 20 min, I was informed that it’s all done and price adjustment will be effective shortly. I waited for 2 weeks and nothing had happened.

Second attempt I called customer service, explained the situation again and was told that price will be adjusted by the end of February.

Third attempt So I waited again. In the beginning of March nothing has happened, I called again customer service thirds time and was put on long hold, then I was told that manager in Somerville location did it all wrong and pice match didn't happened. Then customer rep. said that he will help me but instead of price match but give some discount. What?! Its completely wild how he tried to make his own number as a discount. So far I had 3 failed attempts to solve the situation.

Fourth attempt Finally, I went to actual Bobs in Somerville and spoke to manager Manny. Explained what has happened. He checked computer and said: oh, there were some notes asking to adjust a price. So, basically if I wouldn’t go to that store nobody would look nor do anything about my issue. Manny said that he will address this issue to a regional manager and will call me back as soon as he will talk to him. I left believing him.

A week later I had to call again and ask for Manny. He started ask me again about price adjustment. Like did I see a floor sample with lower price? I never mentioned floor sample price! Then he said he will for sure will talk to a Store Manager not regional as he told me a week earlier. He was twisting a lot of information. He said: I will call back today for sure and not drag this almost 2 months long issue. Of course he didn't call back and did nothing overall.

It was my first and last time buying anything here! It blows my mind how every person I spoke to would give different information and wouldn’t address the issue! Never faced this type of horrible customer service. Last month Ive made 2 more big purchases next door at Raymour and Flanigan with MUCH better customer service! Bob’s should know better that people can buy a peice of furniture anywhere and Customer service has to be a priority.

Delivery experience wasn’t that great either.

One of the pieces was damaged. Delivery man tried to talk me in that furniture piece should be as is, like scratched and chipped?! Ok, that didn't work on me. Only after seeing that I didnt buy it, the delivery guy agreed to...

TLDR Don’t buy here. They lie to get the sale then corporate refuses to resolve.

This has just been an nightmare experience. Initially we had a 5 star shopping journey. We wanted a sleeper sofa sectional, and were told by two different people that the item we wanted DID come with the mattress. The manager of the store walked us over to a different sleeper sofa and said, “Try this one out, because this is the mattress yours will come with.” I confirmed many times before spending $$$ in their store, “This comes with a mattress.” Welp, a week later it was delivered without a mattress. As I’m trying to rectify the situation, we called on Sunday, were told someone would call us in 15 minutes. No one called. We called back and learned there was no one there as the stores were closed, so we were lied to. That was call number 2 if you were keeping track. Call number 3 came Monday morning. A rep named Cesar told me he would order the mattress for me. Today comes - he ordered “sleeper sofa mechanisms.” I call back - call 4 - and was told that the original sales reps - including the store manager - lied to us. The sofa does NOT come with a mattress. Then I asked the customer service person to connect me with a manager - after waiting 45 minutes - it was 9:00 pm and the manager’s “system crashed” conveniently. Then they told me that I would need to call BACK - A FIFTH time - and refused to promise that someone would call me. They told me that to get any semblance of resolution, I’d need to carve out time from my weekend to go BACK into the store that lied to me initially and just hope they’d honor their promise, but the customer service rep couldn’t even give me a list of potential resolutions. So either I will get a probably dissatisfactory resolution or I will waste more...