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

If 3 stars equal an average rating, then a 2-star review is equitable and appropriate for our experience with Bob’s Discount Furniture. We went into the Tucson store on Oracle road, and ordered a reclining chair. After a couple of weeks, we were prompted to schedule an appointment with a restricted time window of 3:15-3:30pm to pick up the chair (see photo). We arrived early to scope out the pick-up area around the back, which was somewhat busy. I was unconcerned, since we had an actual scheduled appointment. We went inside to look at another item in-store that we were planning to purchase in the near future. With a couple minutes to spare until our scheduled pick-up appointment, we again drove around the back. Still busy, and we had to wait an additional half hour despite our so-called ‘appointment’. No large problem; we finally backed up to the loading dock, and they loaded up our new chair. We arrived home excited, opened the box, and discovered the wrong color of chair, which apparently belonged to another customer. Our last names were dis-similar, so I’m not sure how one can mess that up. The excitement of bringing home and setting up our new chair was over, not to mention spoiled. I used more of my valuable time and called the next day, which was a Sunday. The recording indicated that customer service was closed on Sundays. In my opinion, if you cannot have an open customer service department on any day of the week, and your business is in fact service oriented, then you should be completely closed as well. I decided to call the store and speak with an associate. My demeanor was amicable and professional, unlike the associate named ‘Brittany’, who was condescending and somewhat unprofessional as she annoyingly informed us that we had not reached the Tucson store. Apparently if no one picks up the phone in the store location you call, then the call is forwarded to another store location. In this case, that did not add up to helpful customer service either. After reading many of Bob’s below average reviews on Google, we decided after that unproductive phone call that we would be proactive, and simply drive down to the store and swap chairs the next day, eating up our weekend and making an additional trip, which wasted our valuable time, fuel and money. We did this, and we were successful. The online customer reviews and one of the company’s cavalier replies to a customer at the end of a review convinced us that we needed to take this matter into our own hands, and not rely on this company to correct their mistakes. Many customers reported losses of their valuable time dealing with issues that never should have happened, and had endured experiences far worse than ours. We decided that our below average experience, combined with other customers’ similar and more severe experiences meant that we may not likely repeat business at Bob’s. One thing stands out as certain: if we had not been proactive about solving this company’s fumbles, we would not have had our chair in our home within a timely manner, and even more of our precious time would’ve been stolen. I recommend getting everyone’s name that you deal with for this retailer, keeping detailed records of your interactions and their commensurate results, and keeping them accountable with equitable reviews. We all really do pay attention to these, at least the ones that are reasonable...

I like to start off I am not a satisfied customer. But, I can say Britney, Andrea, Vernon and Annabel were the most nice employees who tried their best to help me. I give those following people 5 star.

But, I give this store a 0 rating for Acceptance Now if the star allows me I would. I had the worst experience dealing with the store. At first when I walked in I was excited and had the best experience and thought I would get my furniture and be able to rearrange my home. I even actually refer friends and family. Now I feel bad and because I lied to my friends and family. I been making payments on time to pay off my bill within at least two months or less than 2 months. But, my delivery was canceled 3 times due to a defect. I was patient with them because Bob store were nice employees. They were willing to negotiate and work things out. Well, I was promise a refund that I never received. I was promised a statement that I never received took a month to get, I was promise my history payment that I never received. Then was told they do not have access to my history payment nor my statement contract. How can I make a payment that I can’t see. I spoke to a Jennifer in Acceptance now and Robert manger. But Jennifer tells me my payment was refunded and I was told her it was not. I asked what was my last 4 card number. She tells me she would not know that you have to call corporate. I called corporate I was told that my payment was in suspense mode meaning that I never received my payment refund. I was told now all my refund was in suspense mode which means if they canceled my account I will not get my money back and that it will be hard to refund me my money I paid. When I tried to explain to Jennifer my situation she was rude, very disrespectful. I tried my best to be very patient throughout the month to get it resolved. But she refused to listen. I asked for GM manager she tells me I have to go through corporate and d corporate tells me I have to go through store and get a hold of GM well now I am the middle man again. I can’t speak to the GM manager. Then she tells me she is done talking to men now I’m lost out of around $1700.00 estimations I paid that I will not get. Plus not my furniture.

AcceptanceNow I would never apply for them or use them peridot. If you do get furniture here smart thing is to pay full cash out of pocket is my opinion. Or make a payment plan or something but do not use acceptance now the rip you off. Over charge you. Not only that they can’t even send you a copy of your bill. They don’t know what there doing over there. Corporate tells me simply thing to do is just click on the history statement. Why is it hard for me to just get statement and contract email to me. It doesn’t make any sense. I never had to experience anything like this with a furniture store. I rather deal with Ashley or another furniture store. AcceptanceNow are frauds and they will take your money and lie to you. I just lost money and I get no furniture. I will never again shop here. All I want is...

The showroom experience was excellent, with attentive and knowledgeable staff. However, the real challenge has been dealing with defective furniture. About five months after purchasing our sofa, one of the mechanical headrests stopped working. We submitted a claim in August, which was a tedious process, and the issue still hasn't been resolved. Despite the 1-year manufacturer's warranty and the cost of the extended warranty (which hasn't even taken effect yet), the support has been disappointing.

It took a month for a technician to come out and diagnose the problem, and then the part was shipped to us. After notifying the service company that the part had arrived, we finally have a service appointment scheduled in the coming weeks. Meanwhile, the leg rest on the same part of the sofa has also stopped working.

Unfortunately, based on this experience, I wouldn't recommend purchasing from this company again. Getting timely service for such an expensive item has been unreasonably difficult, almost to the point of feeling deliberate. If you're considering buying from them, avoid anything with electronic components. Check out my other reviews—I'm usually easygoing and give high ratings, but this situation doesn't deserve one.

Update (12/27/204): I mistakenly wrote this review using my work Gmail and not personal one, so I decided to repost it. Since my initial posting, the sofa has been repaired. The tech was scheduled and then never showed. Apparently, they had rescheduled without letting us know, so I lost a day of work since I had taken the day off to receive them. The repair person did show up for the rescheduled date (a Saturday) and repaired the mechanisms that were faulty. The buttons were reversed (did the opposite of how they previously functioned), but at that point I was just happy that they worked again. So, long story short, the sofa was fixed, but it was a huge ordeal - I am hoping that we don't have to go through that again. Perhaps that is the whole point of making the process so tedious - making you give up so we don't even go through the trouble. Read the reviews on this company (go on Reddit) - I am not the first to go through this and I suspect that I won't be the last....