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

Don’t waste your time or money at this store! I had a bad experience that went from bad to HORRIBLE!!! I will never ever buy anything from their store again and will always encourage others to spend their money elsewhere…. Here’s why:

We received 2 accent chairs from them on July 13th that we had waited 2 weeks to get. One chair came broken and the other one was super wobbly. I called the same night we received them to see what our options were. We were told we could exchange them for the same chairs, but wouldn’t receive them until October. We can’t wait that long, so I asked to just return them and get our money back. When I called to return the chairs, we were told the chairs would be picked up on July 21, 2021. We received a return receipt and the associate (who I later learned was new, which explained a lot) text me saying the chairs were scheduled to be picked up on July 21st and the refund to our account would take 8-12 business days. Well we never received anything confirming a time for pick up today, so I called the store to find out the status of the pick up. Well the associate that helped me was really sweet but told me the return had apparently been rejected. 😡😡😡 Say what???? And nobody bothered to notify me of this?!?!

She told me that they aren’t able to do returns at the store level, that they have to be done through their customer care…. Ummm, why wasn’t I told this last week???? So she connected me to their customer care line and the lady that helped me in the customer care department said they couldn’t process it as a return but only as an exchange because we had accepted the delivery and had to return within 3 days. I once again explained to her that I had already been told the return was in process the SAME DAY I received the chairs and that it wasn’t my fault that nobody notified me that the return had been rejected, or else we would’ve been having this conversation last week!

At this point I’ve been on the phone 35 minutes and I’m beyond irritated with their service. I told her I wanted to speak with the manager, so she puts me on hold for a few minutes then gets back on and tells me the manager is on the other line and has approved the return because it had already been entered in. But now we have to wait until July 29th for them to pick up the chairs and then it’ll be another 8-12 business days from that for us to be refunded our money. So now it will be another 2-3 weeks from today before we get our money back. 😡😡😡😡😡😡 I apologized to her for being cranky because I knew it wasn’t her fault, but asked that she share with her manager how upset I was and that this was by far the very worst experience I’ve ever had with any company.

So then I call the store and ask to speak to the manager. I spoke to the manager on duty (Dominic or Dominique…. not sure if they were male or female) and explained my frustration with this whole situation and that they need to better train their employees to know that they do not do returns at store level. I know the associate that helped me that night was new, but she also had been asking another employee the answers to my questions. So that’s not one, but TWO employees who don’t know the stores return policy. Dominic/Dominique was VERY rude and really didn’t seem to care about all that I had dealt with. Gave me a VERY insincere apology and just said there was nothing they could do. 😡 I have never been so incredibly unhappy with customer service!!

Don’t waste your time or money at...

I’ve recently relocated to California. I packed up and moved from the East Coast to the West Coast, just shy of 2 months ago. I needed a complete overhaul of everything new for my new home.. Bob’s Discount Furniture store is the only furniture store that I knew would have what I wanted. In fact, when I resided in the East Coast, I lived just minutes from the original store location in Stoughton Massachusetts. All of my prior household furniture pieces came from Bob’s Discount Furniture in Stoughton Massachusetts. There’s no other place that I’d rather go for durable furniture, than Bob’s Discount Furniture. The experience I received at the California store location was nothing short of Amazing. As I entered the store, I was politely greeted by a young beautiful lady by the name of Stephanie. She approached me with the most amazing smile that was so captivating. She immediately introduced herself. I then briefly explained to her my reasons for choosing their store for the perfect pieces for my home. I let her know that I knew exactly what I wanted, but I just needed to take my time and look at those pieces, With the most amazing professional approach, she Inquired about the pieces she showed me some amazing pieces and then allow me sometime to browse around the store. I did just that and when she saw that I was ready for her, she came over to me. It was at that moment I knew I had the best representative assisting me. Most often when one goes into a furniture store it’s overwhelming enough to seek out the pieces that we want, yet you’re not given the time to look around on your own. Stephanie was exceptional, there is so much that I could say about this young lady and her professionalism that just wouldn’t be enough to highlight the amazing experience that I was provided in the California Store. What I was set out to purchase is exactly what I purchased from Bob’s Discount Furniture store . I could not be more happier and excited to receive my furniture In the coming month. Thank you, Stephanie for your outstanding, professional service and commitment in helping me to achieve my dream of finding the perfect furniture pieces for my home. Stephanie, your assistance was nothing short of Amazing!. Thank you ! Stephanie, helped me achieve the ultimate goal that I envisioned for my new home . I could not be any happier with the professional attention that I received from Stephanie in the California store location. In addition to Stephanie, I must acknowledge the store manager Jordin for his participation and one other associate whose name I don’t recall at the moment. She was very helpful in assisting me with coordinating the right color scheme for my accent rug. I can’t say enough about my experience in the California store location. Stephanie, you did not disappoint in any way. The experience I received is nothing short of what Bob stands on in making his Bob’s Discount Furniture Store a success. I have met Bob at the original store several decades ago while I was shopping for my East Coast home. I know he stand behind their products and this is why I would highly recommend Bob’s Discount Furniture Store, for all your furniture needs.

Thank you Stephanie for making my dream a reality. I’m so excited to see what my home will look like once these items are...

This is our second largest purchase with Bob's in Visalia, the first time we had a great instore purchase experience, however the "white glove" delivery and set up was horrible, not sure if they go through a 3rd party, but it was horrible besides the fact that my home was damaged during the "white glove" delivery service we paid for, Bob's never fixed the damage done to my home (even with extra insurance we paid for as well), we submitted a claim with pictures of all the damage done by these delivery men asap, and followed up 3months later, BOB'S CLAIM REP SAID they would "email us with a solution to the claim" that was in 2020. Aside from that, 3 years later when decided to move, we realized that the furniture was assembled with POWER TOOLS, which is a huge NO in assembeling ANY furniture. Due to the furniture being assembled with power tools the furniture was not easily able to come off the hinges like it's supposed to for moving purposes, and when we tried to remove the screws with the appropriate tool left to unassemble the bed they were ALL STRIPPED TO THE POINT OF NO RETURN. We had to unscrew the screws that are not ment to be removed, in order to get the bed frame out of the room, claim was never resolved. THIS 2ND PURCHASE MADE 2/2023, we decided to go back HUGO sales man on the floor had great customer service, we are very straight to the point, we knew what we needed, so he was able to get the 3 orders together gave us our pricing, wasn't too talkative or overwhelming us with unnecessary conversations/corny jokes, which we loved, he is very professional, he didn't try to push other furniture on us like other sales men do sometimes, when it came to finish off our order of course he asked if we wanted the "white glove" delivery service, and we explained to him our last experience, he didn't say much about it after that, we decided to pick up our own furniture, his manager came and finalized the order and we were out of there within 30-45min. HOWEVER, later that night we got a call from Bob's regarding our ladt experience and they didn't fix the claim BUT were able to tell us that they wanted to try and give us a better experience this time and they would like to deliver our furniture to our home as a free service due to the last encounter that was unresolved. HUGO did what he could to recover us with a better experience at Bob's and it was the most and probably best solution given the situation was 2yrs going on 3 yrs ago. Bob's has great furniture, and good in-store customer service, if you need good salesman Hugo can meet you customer needs. As far as the "white glove delivery" goes i wouldn't get it again ever, I know it's not all delivery men however I wouldn't take the risk giving that I'm paying $5000 in furniture purchases, for my home to be damaged and my furniture damaged too, plus "white glove fee". I rather pick up my furniture, or have it delivered and I'll put...