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

I cannot begin to express how unsatisfied I am. I placed an order online and scheduled delivery for the following weekend. I was notified the order was delayed and I would need to reschedule delivery. I did, for another week out. Then the same thing happened again. I tried to use online customer service to just cancel the order. I was told I had to go into the store. I did, and cancelled the order and was given some sort of receipt that doesn't really confirm anything. Because I had financed from a company that Bob's recommended on the website, Acima, I was told I needed to contact Acima to cancel my contract with them as well, to be given a refund for the initial payment Acima took at the time of purchase. I called. Their phone system took me in circles until I finally reached an out sourced representative. I explained that I cancelled the order at Bob's and needed to cancel my contract with them and be issued a refund. They talked in circles before I was placed on a hold so they could contact Bob's to confirm the cancellation. They returned to the line after a couple minutes and informed me I needed to email a copy of what I was given when I went into the store. I emailed it while I was still on the phone with the representative. She confirmed she received it and placed me on hold again. After a few minutes again she came back and said I needed to call Bob's, she couldn't cancel anything from her end. I called the Bob's customer service line. Again I dealt with a representative who was out sourced who confirmed the order was cancelled but I needed to call Acima to cancel the contract and get the refund. I explained I had just done that and I was directed to call Bob's. He said that he couldn't do anything more and that I needed to call Acima and speak to someone else. I called Acima again and again went in circles with the automated system before I was finally connected to an out sourced representative. I exasperatingly, but still politely, explained the prior 2 calls and said I wanted to can and get my refund. He again placed me on hold for a couple minutes and came back and said I needed to call Bob's. At that point I raised my voice and spoke with anger that I have been going in circles going back and forth between Acima and Bob's and I just wanted my f'ing refund for the bed I did not get. The representative hung up on me. I cannot stress enough that you should not shop at Bob's and use their no credit financing option through Acima if you aren't ready to wait over a month for delivery or if your going to cancel your order for another reason. You'll end up out whatever money you paid upfront with no merchandise to...

GREAT CUSTOMER SERVICE!! I had been going into Bob's everyday for almost a week stalking the PIT (now called the outlet) looking for a specific ottoman. After the 5th day of looking I was ready to cave and pay for one of the ottomans that would need to be split from a set on the floor. While I was sitting and trying to figure out my best course looking lost a guy approached me to ask if I was okay (must have been a serious look on my face). I poured out to him my dilemma and when I say pour I didn't hold back any of my opinions and was very specific. After describing my vision and consulting photos on my phone of my room, he walked with me around the entire floor making suggestions, trying out ottomans and pointing out not just pros of items but also the cons which was great. At one point he was picking up ottomans on the floor and moving them around for me so I could try to envision them next to something that was similar in color to the chairs I was working with at home. After much time we were coming to an end and he asked me to keep and open mind and lets go back to the Pit, I agreed and in we dove. Best thing I ever did Joe Ribeiro (who is the guy I have been talking about by the way) helped me navigate the ottomans inspecting them and lifting them and again giving feedback on what would look good. Anyway long story finally ended, Joe helped me find the perfect ottoman by helping me to keep my mind open, by taking the time to listen to my needs, and he saved me from spending unnecessary money which is always a bonus! Joe was professional but also real and not fake, I will be back and I will look to work with Joe but if he is not available he has given me a good idea of what some of the other salespersons might be capable of. Thanks BOBS and an extra thank you Joe!! (also if you are reading this review just wanted to let you know my cat is alive and loving...

First off, I want to say that the products I eventually received are great quality. However, the customer service I received over the course of the six weeks it took me to have my order in one place was awful. I felt mislead about the original pickup date, and I spent four separate days on hold or being transferred between departments for over two hours (each day, one day it took me three hours to speak to a human being). I had to contact the corporate office in order to get anything done because when I call the Worcester location, it just rings and rings until it brings you back to the prerecorded phone menu. The main issue was following finding out my mattress and foundation arrived in separate shipments a few weeks apart. I understand in COVID times these things get tricky and shipping has been hard so this wasn't a big deal. When I heard this, I requested on four separate occasions to have the second shipment delivered to a different Bob's location closer to my new address. Four separate times I was told that this had been updated but I never received a confirmation (which is why I continued to circle back). One day I got a text message telling me my foundation was ready for pick up in Worcester, rather than the closer location I requested (four times). I spent an entire afternoon and early evening on hold and nothing changed. The person I spoke to on the phone (with corporate, because no one would answer the phone in Worcester) was very nice but did not accomplish anything to help make my experience better.

In the end this was truly the worst customer service I have ever received anywhere. I have never left a negative review before and when I read other negative reviews I always take it with a grain of salt. Unfortunately, this experience has lead me to the point where I will not order from Bob's again and will advise others to do the...