Bob’s Discount Furniture and Mattress Store — Local services in Waldorf

I had a decent experience there getting a new bedroom set. My associate Thomas was pretty good. The only issue is it took several minutes for anyone to acknowledge me. The first person who did was a manager. That was after being in the store at least 15 minutes. Next, when I went to another part of the store, I was acknowledged by Thomas. Then when I had to go to the office to check on a credit the associate who helped me was clearly irritated. I don’t think it was anything I did, but everything her colleague was doing seemed to irritate her. The associate was being rude and short with her colleague as well as loud, and it translated to my guest services experience dealing with her.

Update: my furniture came on 11/26 and two of the pieces of the bedroom set were damaged out of the box. Brand new furniture that costs almost $1700 and no one could explain why. The driver asked me if I wanted to keep it or send it back but the bad part is it was the frame that holds the furniture together so it had to be sent back.

1-15-20 UPDATE - On top of that, I never received the Sunday delivery (12-1-19) because no one made the correction in the system. It looked like the furniture had been delivered so I took off work again for nothing. Next delivery was scheduled for 4 days later. The day before I called and requested a confirmation number and was told one could not be generated. Then I was told to call back later. I called back later and was told that no delivery was scheduled. Again I had already taken off work. I cancelled the order and asked for a refund. Two days later I was called on the weekend by Customer Care and asked for a recap of what happened . They had not begun the process of the refund and it will take and additional couple weeks to get the money, and shop elsewhere, so I decided to try to have the furniture delivered again. They scheduled another delivery date a week later (again I took off) this time the driver called to state he was 15 minutes out. Nearly an hour passes and I call the driver . He did not answer. I called the store, spoke with the associate Courtney and like all our other interactions, the delivery time had changed. Her response was the driver was still within the window. I called the driver back to see if he was stuck on another delivery since he was 15 minutes away an hour before and he never answered. I then called the store back and was told (again by Courtney) that the driver came knocked, called me and no one was home. I was literally sitting on my sofa awaiting the delivery. No one knocked on my door and no one called my phone. The only call on my log for that day from an unknown number was the driver calling me the one and only time he called to say he was on his way.

The store associate said they left and won't return. I'm irritated because now I have missed four days of work, had the furniture delivered broken out of the box, had two prior delivery attempts not made and then to have the driver LIE and not call or knock. He may have rang my doorbell which is broken, but he did not call. I called the store hot and livid. I asked for a manager. The associate Courtney said they won't come back while the manager Theo promised they would return before the end of the evening and of course I had an appointment that evening. Of course they never returned. The final delivery was scheduled for four days later. They arrived this time at 7:42 am when I had to be at work at 8am. Getting them to acknowledge they were wrong and reimburse the delivery fees and $200 credit (which I won't use but they refused to have it returned to the method of payment) me for the trouble has been an ordeal. I contacted the Better Business Bureau and lodged a complaint. Save your money, time and energy and shop elsewhere. It should not take 6 weeks to deliver furniture that was in stock...

I'm giving 2 stars due to DELIVERY. My goodness, it was so unnecessarily frustrating trying to get my furniture delivered/assembled. First off, my sales person, Nancy was great! However, the first delivery guy arrived extremely early, and I can't just receive deliveries at any time due to freight elevator and loading dock reservations. I made sure to make that clear. So, the day of the delivery, the guy calls me and says that he was there and this was an hour + before the delivery time. I told him that I wasn't there and could not understand why they'd just show up?! So, I'm in constant communication with them and arrived like 10 mins after the proper scheduled time. I get there, and he says "I could've made two deliveries already". I replied "well, u should've". He laughs, and this man and his assistant gets in their truck, and pulls off. Of course I called Bob's to complain. I almost cancelled my entire order because this was ridiculous!

So, I rescheduled, and I MADE SURE to communicate via text to customer service that i can't receive deliveries earlier; it has to be in the windowed time and I don't want another mishap like last time. So what do you know-- this delivery guy shows up earlier exactly like last week! Luckily, this guy, Wilbur, was willing to rearrange and work with me. I explained to him what happened last week, and told him I made sure to communicate with Bob's that this can't happen again, and I didn't want to piss him off. So, apparently it's an issue with Bob's and their delivery scheduling team. They really should do something about this because this was stressful for me, as the customer, and I'm sure it is for the delivery persons! Wilbur explained to me how they load the trucks according to the delivery route. That's not fair to them either! Yes, I received my furniture but the hassle of simply getting it delivered on time, that Bob's scheduled; I didn't pick the original times-- they scheduled and I scheduled my elevator based off of the times they told me, was annoying to say the least! Bob's did waive the delivery fee because the first delivery guy was so rude!

Update: I just put on my mattress protector, and the zipper came clean off. Lol so now I have to take the old mattress protector off and go get a new one (because I don't want it to be a problem in the future). Uuugh, so...

My husband and I purchased a new home and Brandi was amazing at assisting us with ordering the perfect pieces to go in it. She gave my husband and I, the ultimate customer service experience. She gained our attention and hearts when we walked up to the back counter being she was the only sales rep that smiled at us. I really appreciate how kind, patient, and personable she was. She listened to us and it felt like she really wanted to help, not just make a sale. It’s unfortunate that your sales reps work so hard to get the sales and then once you have great experiences you have to go to the back and deal with rudeness. With that being said The Haitian/Jamaican young lady, didn’t get her name, was enough to make us almost leave completely. While we were ordering her and Jess, were extremely mean and cold. Seeing Brandi was assisting customers they would not assist her when she asked for help with my delivery date, they weren’t answering the phone so Brandi had to stop assisting us to do so. They didn’t display any interest in teamwork. They didn’t seem to care at all. It seemed as though they wanted to make her job difficult which could have ruined the entire sale. Also, On a couple other occasions coming in we’ve encountered Courtney. I remember Courtney’s name because it’s the same as my daughters’. On each encounter she has been extremely rude, unprofessional, and careless. I watched Courtney be mean to trick or treaters that came on Halloween, children. I hope that’s not the type of behavior you condone. I don’t believe these women are rightfully in customer service and could be a serious hindering to Bob’s as a company. I have shared my experiences with friends, family, and social media. Although Brandi was amazing, one bad apple can spoil the bunch... I’ve encountered 3. That’s not a low number.

Either way, I usually don’t write reviews but Brandi saved this sale and as I enjoy my new pieces in my new home... I feel she should be recognized. I can’t say enough how appreciative I am. The experience with Brandi was a 5, but due to other interactions I’ve had with other employees... I have to rate...