Bob's Discount Furniture and Mattress Store — Local services in Town of Orchard Park

DO NOT BUY FROM BOBS FURNITURE. I purchased a living room set early July 2024 and was told the sofa and chair would be 8 weeks out, that was not an issue because I was planning on getting the house painted and a new carpet installed. Two weeks later I received a phone call stating my sofa and chair were discontinued and they could not guarantee I would get them. The next day I went to Bobs and it was there Grand Opening and all the big wigs were there. I told one of the store managers that their website says in stock and ready for delivery. He then told me to hold on and spoke to several of the head honchos who told them no problem I would receive my sofa and chair. Several days later I was called again and told they could not guarantee the sofa and chair, so I picked out new sofa and chair that was several hundred dollars more and was told it was in stock ready for delivery. I also purchased two massage, heat and lift recliners and a coffee table and side table and informed the Manager I could not take delivery till mid-August because of the painting and carpet installation, and he agreed as I was originally told 8 weeks and had scheduled the work. I also purchased 1 barstool previously that was backordered. I received a phone call stating my order was ready for pick up. When I picked up the bar stool it was damaged so they told me they will order another one. one week later the bar stool was in and when I went to pick it up, I informed the manager I would know in two days when they could deliver the living room set. He told me he would text me and reply when I was ready to take delivery. I replied 1 week later to set a date for delivery, and he replied back several pieces were unavailable in their warehouse. When I ordered and paid for my living room set all pieces were available. I waited one week later and text the manager again early in the morning and asked what pieces were unavailable and what was the ETA on them. As of late afternoon, I never received a reply back so I called Bobs Custer service and was told it would be 3 months for my chair and 12 weeks for my side table. I cancelled my order as Bobs decided to sell my PAID furniture to someone else. My house is ready for furniture, and I have to start shopping again. Thanks Bobs Discount Furniture. You have been warned. Go elsewhere as I have to. Check the BBB site on Bobs discount furniture before you make the mistake shopping there as I did.

In Response by owner who you are kidding a check of the BBB website, and the Google reviews shows this is how you conduct your business. Furthermore, there is no next shopping experience I do not make the same...

We will never give this business another chance. Everything was fine until the delivery of the product. I understand they use a 3rd party but I wanted to actually just pick up the unit myself when it came in. Had to pay the 330 dollar white glove delivery fee only to have the delivery driver ask me to help carry my units into my house because the other driver was unable up lift up the units. They called for a supervisor and had to wait for over an hour for that person to show up. They finally got the units into the house they put holes into both sectionals and the 2 tables they put together were very unstable and not even. They also broke my door stopper while bringing in the units. Asked about the damage delivery team said they are only responsible for dropping off and setting up and if I wanted to contact customer support about the damage they could set up something. Contacted customer support was "accidentally" call dropped 2x. Actually went to the store and spoke to assistant store manage I believe Melissa. She was actually very helpful. Helped set up a new delivery day and promised our delivery fee back when we get the new unit back. Was given a number to "escalations" which is just basically just another customer support to do nothing but listen to past calls. All in all hopefully I get my new unit with no damage on it. But now I'm out 2 days off work because of their delivery schedule and no compensation for the damage to the door or missed time at work. Do yourself a favor and stay away from this place atleast until you don't need to use the delivery service and you won't have to talk to customer support.

Just to keep the post going you asked me to text you my name and number which I have done twice with no response. I'll patiently wait for that response. But to be honest if it is anyone from customer service you don't even need to bother I've enough of their outstanding service already.

Here is my 3rd update to this post today is August 16th and they just came to my house with the replacement furniture and to my absolute suprise (totally sarcastic) the same moving crew showed up and the young lady advised me they were unable to do my delivery today because my hallway is to narrow. Wasn't a problem the first day. So now I'm out of 2 vacation days of work and they are trying to reschedule me again. This has moved into my worst purchase...

While I appreciate not being hounded by a salesperson as soon as I walk in the door and the whole time I’m shopping I also didn’t appreciate being ignored by multiple sales people the entire time I was in the store. There were a decent amount of sales people working including the 3 ladies sitting on a couch when you first walk in playing on their phones, none of the three of them even looked up when customers came in the door…extremely unprofessional and not really great for a first impression. I was excited we finally got a Bob’s in our area, especially because I found what I feel is a perfect couch for me on their website already and just wanted to test it out in person to make sure it was comfortable and I like the material. I looked at a few couches while searching for the one I saw online and when I finally found it, I checked it out, opened the compartments, sat on the couch for a while, tested the recliners, called my sister to show her and all the while nobody even came to see if I needed help or had any questions. The other customers who came into the store all had someone approach them to help, maybe I looked like I couldn’t buy anything in the store or something, I don’t know what the issue was. Two employees even came and were doing something with the couch across from the one I was looking at and still nobody asked if I needed any sort of help. I felt uncomfortable and unwanted in the store and even though I was ready to buy a couch today I’ll no longer be purchasing from this location nor returning at all. I’ve worked in customer service for over two decades and it’s very important to me when spending my money, especially a large amount of money, and after today I know this is not where I should be spending a few...