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

To Whom It May Concern,

I am writing to express my extreme disappointment with a recent furniture delivery and "white glove" service I received. While the sales team at your Woodbury location provided excellent assistance with my significant furniture order, the delivery experience was the worst I have ever encountered.

My issues began when the delivery team arrived. I had ordered eight chairs but only received six, and out of two beds ordered, only one arrived with a damaged and dirty box spring. Furthermore, a mirror with LED lights was not fully assembled, and I later found the plug in my garage. The team struggled to get furniture through my door, and the arms of my couch were not attached properly, leading them to prop it up. It was also concerning that no one on the delivery team spoke English, leaving me to figure out how to operate and assemble items myself.

To make matters worse, I have been getting the runaround regarding the missing bed and have decided to cancel all my upcoming orders due to this inconsistent service. The customer service has been unhelpful and seems to avoid resolving issues. The lack of leadership across your stores, warehouse, and customer service is frankly unbelievable.

I strongly believe that more comprehensive training is needed for your staff, particularly for the warehouse and delivery teams, to ensure they understand how to properly handle and deliver furniture, and how to treat customers with respect. I have been a returning customer of BOB'S. along with my son, and I am genuinely shocked by this level of service. I will not put myself through this experience again, and I doubt I am the only customer facing these issues. Lastly, the fact that no one has offered me to come in and pick out another bed that's in stock speaks volumes. Knowing the bed was for my mother! The lack of empathy, misinformation and incompetence...

**Edit to add: DO NOT PURCHASE ANYTHING YOU EXPECT QUALITY FROM. Within 4.5 months of normal use the couch we purchased started sagging. Life got busy I put it on the back burner cuz whatever we upgraded for the extended warranty etc. I had plenty of time to get around to filing the claim(5years). I eventually do so when it's finally unbearably uncomfortable and just no longer functioning correctly (literally only a year+22 days to date). Not only was my experience trying to get this handled the worst experience I've ever had...I in the end was still no closer to getting my worthless expensive couch fixed under a warranty claim that's completely within the guidelines of the "protection" The MAIN section of the couch ya know where u sit?!?! Apparently has ZERO supports to it. Therefore was told nothing was broken, so there was nothing they could do. Meanwhile I'm setting two throw pillows in said crater where it's sagging in TWO different sections and putting a sheet over it cuz otherwise it's worthless. Cannot believe this was my experience after how well the sales rep helped us in store. Apparently customer service only matters to this company when they're trying to make money off of you, in store. Once they have your money they will no longer be of ANY help with anything. The manager Sergio is a liar. Will say one thing to appease you to try to get you to change your review and then not honor it!!! Ready to burn this $4k piece of trash and cut my losses. The "warranty" they bully you into buying is completely useless. As well as the 1 year manufacturer warranty they boast about. They always find a way to get out of replacing their...

Updated August 6, 2025

Bought a Chloe Bed for my daughter in 2023 and had no real issues until around May of 2025. The rail that holds the slats (which the mattress sits on) came out and now the mattress sags down to the bed below. This was from everyday use.

Bought the Goof Proof Protection and filed a claim a month or two back with no response, other than they were reaching out to the store to come up with a plan. I think somewhere there was a disconnect between them and the store, most likely on the vendor side and not Bob's.

I called August 4th and the store manager said they'd had some issues with the old vendor Guardian, who used to handle their claims, and although they have a new, better vendor, I was still with the old vendor. He was nice but couldn’t help really, but he had some creative ideas on how to get Guardian to help me.

I proceeded to spend hours on the phone trying to get help from Guardian and reaching out to others (including Kat) back at Bob's, and I did not feel like I, as the customer, was important to them. The solution I was offered after talking to Kat (and then her manager) was to disassemble the bed, get the new part from them by going to the store, some added expense on my end and then I'd need to reassemble the bed.

I am here on Wednesday, August 6th, with great news and an update. The Regional Manager Sergio called me and was so professional, kind, and helpful, and he made everything right. No need for me to disassemble and reassemble the bed; they are taking care of everything, and it will be new. Thanks, Sergio and Bob's Management team, for...