Bob’s Discount Furniture and Mattress Store — Local services in Upper Merion Township

I really do not like posting about a poor experience since I have have experience working in the service industry and do not want to be judgmental. However, I felt like this experience was worth posting since it did have some bright spots.

When walking into Bob's Discount Furniture, Brian greeted us with a warm welcome and asked how he could assist. My girlfriend and I explained we were just looking and Brian acknowledged and told us not to hesitate to grab him if we needed help. After about 25 minutes of walking around and trying out couches, Brian came back up just to check in again which was great as we just found a couch and love seat that we wanted to purchase. He graciously walked us through the process and was extremely patient and knowledgeable with all the questions we had. Brian did an awesome job of putting us at ease about any concerns and made this furniture shopping experience excellent. While ringing us up he explained he needed his sales manager to just check over everything to ensure everything was right.

The sales manager came up (I believe her name was Ashley; a women with dark hair in a braid) and she was very nice at first. She was again explaining the process to my girlfriend and I which was very thorough and even brought up things we did not think of asking. Everything up till this point was absolutely terrific and if it ended here this would be a 5 star review hands down. However, she then went into the $70/5 year insurance package. We listened to what she had to say and we explained we appreciated her explaining this, but we did not want this package. Something from us saying we were not interested in this package made this sales manager snap and get very hostile and accusatory of us being rude for not really "hearing her out" on the package. She began questioning why we would not want this package and acted disgusted that we didn't want it this insurance package. From her body language and speech she was completely disrespectful. I understand the sales approach of questioning and probing, but she was super aggressive and rude about receiving no as an answer. This completely ruined the great experience we were having from Brian and if it was not for her walking away, my girlfriend and I would have left without purchasing the couch and love seat.

Overall I am giving this a 3 star review because of Brian, he made this experience excellent and if it was not for the sales manager (once again I believe Ashley; really careless to know her name from our experience with her) this would be a 5 star review without question. Would be hesitant to recommend this anyone unless I knew for sure the sales manager was not going to be apart of their experience at Bob's...

Response from the Bob Furniture Company proves again that they are engaging in dishonest and misleading/fraudulent practices. Bob’s Goof Proof Protection Plan for sofa and loveseat was purchased in Nov 2017. The plan covers five full years as they have clearly stated! So, the coverage was valid until 2022! I was aware that a service request for any damage/accident needs to be reported within 30 days. The incident was promptly reported the very next day. Despite having a valid protection plan, making several calls to Bob’s customer support and Guardian multiple times, spending excessive time on phone with each of them every time, writing emails, uploading photos several times, and following for more than a year for replacement, the issue has not been addressed fully. Just to cover up/hush up, they simply gave a meagre store credit instead of giving a full replacement of the products. Bob’s furniture fabric is of peeling poor quality and their protection plan is a BIG SWINDLE. Protection plans are mainly for giving the customers peace of mind, but the experience I had with Bob furniture is stressful and afflicting. I am writing about Bob’s Furniture Company, King of Prussia, PA for engaging in fraudulent practices, misleading information, and failure to honor the protection plan commitments. Despite purchasing the protection plan, the company has not fulfilled its obligations, leaving me financially and emotionally distressed. I made several attempts in the past spending tremendous amounts of time, and they only issued a store credit instead of providing a full replacement of the purchased products. The thrust on customers to purchase their so-called ‘Goof-Proof Protection Plan’ and their promotion of so-called ‘Performance Fabric’ (actually a very poor material) is defrauding and it is a big swindle. Have proof of records for all the complaints and communications. I have also requested the Better Business Bureau's assistance in investigating this matter and ensuring a fair resolution. This is to collectively safeguard the interests of potential customers and uphold the standards of ethical...

One star for the nice staff in the store. Literally negative stars for every other aspect of Bobs. We ordered a table here several years ago and the delivery then was terrible, but we thought after 8 years they’d have gotten better - wrong. We ordered a sectional, the first one came with a burn mark in one piece and a hole in another. No problem, we scheduled another delivery. Delivered a corner piece with a broken seam and 8 staples sticking out of it. Convinced me a technician could repair it, scheduled a technician to come. The technician was here a whole 5 minutes when he decided he couldn’t fix something like that. Scheduled another delivery and asked, very nicely, that they please double check the piece before it gets loaded onto a truck. “A note was made for a special secondary check”. Delivery came and we got back the first corner piece we had sent back with the hole in it and the stuffing hanging out. HOW. So you take defective pieces, hold them in a warehouse, and then redistribute them hoping the next person won’t notice what the first one did? Offered to send a technician out to repair it, i asked that they first send a picture to a technician and see if that’s even possible as to not waste more of my time for another appointment. Shocker, the technician stated it wasn’t repairable. I’m now waiting on my FIFTH delivery window. My husband called customer service to see if there was anything they’d be willing to do seeing as they’ve now wasted 20 HOURS of my time waiting for deliveries due to their pure laziness and lack of attention to detail during inspections. The customer service agent (I wish he got his name) was not only rude and sarcastic right off the bat but when my husband requested his supervisor he kept him on hold for 15 minutes, and checked back every 5 minutes silently to see if he had gotten rid of him yet. I would LOVE to speak to someone from corporate but the only number available goes to the same ignorant idiot that took my husbands call. Save yourself the 300$ delivery fee and 24 hours of your life and shop at Raymour...