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

The sales people at the store are great, but the delivery and services teams are absolutely horrible. I wish I had taken my business elsewhere.

I scheduled a morning delivery for my couch because I had a doctors appointment. A couple of days prior to delivery I received an automated text message that the delivery timeframe had shifted into the afternoon. I reached out to the online text contact and was told they apparently can never promise delivery times and can only request changes for doctor’s appointments. They sent that change request to the delivery department for me, and I was promised a phone call back to discuss. I didn’t receive a phone call that day, so I ended up reaching out to my doctor and was able to shift my appointment. I actually never received that promised phone call, the delivery driver just showed up. If it was just that, I would have left this alone.

Upon delivery, two of the reclining pieces did not work. The delivery team was able to correct one of those (though that has been going in and out over the last week so I don’t believe it’s actually fixed). They put in a notification that one was still not working, and I received a phone call to schedule a technician appointment. They only had appointments available on Tuesdays, and I emphasized repeatedly that the appointment would need to be in the evening because my fiancé and I both work. The lady told me that she could only accommodate that timeframe close to a month out. I agreed.

This past Sunday (two days before my appointment), I received a text that the appointment had moved to the morning. Yesterday (on Monday) when the offices opened, I called the help desk and spent close to 15 min on the phone with an individual at the overseas call center who said they never promise arrival times, even though the first lady I spoke with told me it could be accommodated. He could not do anything to help me beyond sending a message to the service department and telling me they would call me. Given that during my delivery issues I never received a promised phone call, I reached out directly to the store. The lady I spoke with tried to help me, but all she could do was send another message and said I had to wait to receive a phone call. I never received that phone call. This morning (Tuesday), the tech showed up at my house. That’s when I received four back to back phone calls (while I was in the middle of a meeting) about the fact that the tech was outside. I explained the whole situation and he couldn’t do anything either because apparently “they don’t promise times.” I was promised a time.

If the techs are only available on Tuesdays in my area and they can’t promise times they are expecting me to take a full vacation day because they delivered defective merchandise. I was told I might receive a notification if the driver can be back this evening. Given this company’s current track record, I’m not expecting much. Absolutely horrible customer service. I wish I had bought a couch...

The in store portion of our purchase went quick and smoothly. Ordered a platform bed with trundle and set a delivery day in just over an hour. Paid for white glove delivery and setup. Everything after purchase was a nightmare. On the first delivery the bed was missing the slats that the mattress sits on. No problem they were going to send them to us. Then there were pieces that were not correctly drilled and the bed could not be completed. The crew took the bed apart and put it back in the truck. I spoke with customer service about these issues and told them the bed was going back with the truck and set another day for delivery with a whole new bed that I was told would be checked to ensure all pieces were there and correct. Second delivery comes around and the crew won’t even bring the second bed in because they were told the incomplete first bed(which was taken back with the first delivery crew) was still at our house and they were supposed to be doing an exchange. Had to speak with customer service and re-explain the entire situation and they said it would be taken care of and set yet another delivery day. The third delivery day comes around(nearly 3 weeks since the first delivery) and this truck only has 1 of the 3 boxes necessary for the bed. All the assurances that everything would be checked to ensure all parts were correct and there was an absolute lie. I refused delivery and told them I no longer wanted they’re product and to please return it. I also told this to customer service over the phone. And wouldn’t you know, over a month later my return has still not been processed. I would recommend to anyone thinking about doing business at Bob’s to avoid it like the plague. They will suck you in with a nice showroom, courteous staff, and quick service only to make your life a nightmare when it comes time...

We had an amazing experience in the Toledo Ohio store both the associate Rodney and his manager were great. The couch was set to deliver quickly. Couch arrived on the anticipated date, however when the crew went assemble the couch there was only 3 out of the needed 4 legs in the package for the loveseat portion. This is where our experience with bobs went downhill. The delivery men were fantastic and did all that they could reporting the incident. The customer service team and store associate Cece is where our experience was next to awful. The customer service team directed us to call the local store as they couldn’t order a couch leg from their end. Upon calling the store and speaking with Cece, instead of having any desire to be helpful or allowing us to come into the store to get the needed plastic triangle couch leg, she just said she would need to transfer us to the customer service team… despite telling her that was the same one that directed us to call the store. After finally getting to someone who decided they would do something other than transfer us elsewhere, they first tried to informed us they would send a whole new love seat which is wildly unnecessary and not at all great supply chain management. The final result was that we were told they would fedex us the missing leg and it would arrive the next day. Well it’s the next day and my fedex tracking just informed me it will not be arriving for 3 more days. So here we sit with a lovely sectional that has a portion on the ground and a piece missing. The couch is great and the price is right, but unfortunately the customer service received after the Bobs team did not ship all the needed parts to our couch has been wildly unfortunate and...