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

I will NEVER step a foot into the Bobs of west Springfield ever.

Took my mom to shop at the basement. I saw a rug on sale , purchased it, took it home and it was too big. Called customer service and they said to bring it back next day for a refund. Next day I go to customer service desk and a snooty woman by the name of TIFFANY was sitting there. I explained to her that i called CS prior and they had told me I could return the rug. She responds, "we dont take returns but let me ask my manager if we could." He was sitting right next to her and was nodding his head yes. She than scribbles on my paper, return approved by Tiffany and her bosses name, hands me back my receipt and says, " go to the back and drop it off to the guys in the back and I'll process the return it'll take 3 to 5 business days. She gave me no return paperwork nothing. Just shoooed me away as if I was a big nuisance. I knew in my gut she wasn't going to anything she said but, she gave me no choice but to walk away and go drop off the rug. That was July 8th. July 7th I purchased the rug. Hence today July 11th. I dont see the refund coming in to my bank so I decided to call customer service again and check to see if she had done her job. Low and behold of course she didn't. She didn't do a damn thing. Never processed the return at all. So I had to go back over there which mind u I'm all the way across town and go back to the customer service desk and another woman there confirmed that this this TIFFANY employee had done no such return and that I was lucky to have gotten her to even write on my receipt her little note because if not there would have been zero record of anything. The refund was than processed and like normal I received the refund paperwork. (((((TIFFANY ))))))AT BOBS DISCOUNT FURNITURE IN WEST SPRINGFIELD MASSACHUSETTS. U R SO INCOMPETENT AND YOU SHOULD BE FIRED FOR UR POOR QUALITY AS AN EMPLOYEE TO THIS ESTABLISHMENT. U GIVE BOBS A BAD NAME AND U TREATED ME AND MY DAUGHTER AS IF WE WERE A BOTHER TO U TYAT DAY, U LIED TO ME AND ASSURED ME U WOULD PROCESS MY REFUND AND YOU DIDN'T AND U MADE ME WASTE MY TIME AND GAS TO GO BAXK 3 DAYS LATER BECAUSE U ARE HORRIBLE AT UR JOB. DO BETTER . AND IF U DONT HAVE CUSTOMER SERVICE SKILLS DONT WORK WITH THE PUBLIC. U NEED RETRAINING AND BETTER ATTITUDE AND ACTUALLY DO...

Absolutely the worst experience I’ve ever had with a furniture purchase. To start we researched a ton and tried the couch we wanted a ton of times. It was not a cheap couch and we went all out with every warranty possible and every upgrade. The couch was a nightmare from the day it was delivered. Upon delivery it was 1) messy as the crew didn’t clean up the staples on the floor and we had a crawling baby 2) the side of the couch was barely being held together by staples and there were sharp pieces exposed 3) someone had cut themselves (obviously I don’t blame them for that) but they bled all over the pull out mattress and then folded it back up. When we called they did replace the mattress but the service man literally just tapped on the piece falling off and it never looked right but I didn’t feel like returning it over that so I dealt.

But here's where it gets worse, this couch (which we inspected SO carefully in store) was no where near the quality of the one on display. First of all the couch was literally just wood and fabric on the back, no cushioning and super cheap looking. The whole frame in fact was just wood. I now have three toddlers who have gotten bruises from simply laying down. It’s garbage. Then the stuffing in the back cushions was loose. I unzipped them in store and they were covered, we asked the salesperson and they confirmed it would be enclosed. It wasn’t until we had had the couch for months we realized it was loose. Which means you can’t wash the covers, and the stuffing has no structure. We couldn’t replace the couch so we lived with it, and in the 4 years we had it this thing was so cheaply made it fell apart piece by piece. The quality was one thing but also this was not even close to comfortable, nothing like what we had tried in store. It’s been an ongoing joke about how much we hate and regret this couch. It was one of the worst purchases we ever made and we want to warn anyone in the same boat looking for something affordable to please shop somewhere else. Save yourself years of regret and discomfort. On the other hand customer service was great and probably the only...

I was delighted when I purchased four matching pieces of furniture from the pit in next to new condition! Sale associates were amazing. I scheduled delivery and pre-paid almost $300 to the third party delivery company brilliant move per suggestion of bobs (they gave me their contact info and walked me through setting up the delivery) to deliver the items. When the items arrived they were full of grease like handprint and marks and the legs of the furniture were damaged. Additionally one piece delivered was not one that I had purchased. The manager at bobs I spoke with was very pleasant and seemed genuinely sorry the the damages however, I was stuck in the middle of bobs and the third party delivery company! I had too take a day off from work and spent the majority of it at bobs trying to either get undamaged it’s like the items I paid for or be a full refund. Either option left me still owing them as bobs wouldn’t compensate for the delivery fees and the third party wouldn’t as they said that is how the items came. All in all using the third party to deliver is an unethical way for bobs to not hold responsibility for items after you pay for them. It is disappointing and sad that a company would take advantage of people like this. The third party company called me to let me know that they and bobs had decided bobs would take a small amount off my furniture purchase and they wouldn’t charge bobs to pick up the incorrect they sent to my home and delivered. I am in shock form this terrible and unfair experience. Companies ask for payment upfront and then then have the ability to not refund if something is not correct. I was taken advantage of and bobs made me feel as if I was being compensated when they were actually covering their cost with the third party brilliant move to come back to my home and pick up the item bobs wrongly gave to them to deliver. All of this mess is at my penny opposed to bobs or the delivery service. I the customer paid upfront for one thing and was given another. Terrible experience and unnecessary headache and poor...