Back in March 2012 we decided to purchase a new bedroom set and thought that Bob's Furniture would be a great place since their ads and commercials seem to provide good quality with good prices. In addition, we thought that Bob's was a big and professional company where we wouldn't be at risk of getting robbed like we did previously at local furniture stores of our neighborhood. We were totally wrong. Little did we know that we were going to have the worst experience of our lives.
As I mentioned in March of 2012 we went to the Flushing Bob's location and decided to make a purchase on the Bobroom with the salesperson (Cindy). All in all, she was very nice and took her time with us (but that's part of the job anyway, right?) She gave us the understanding that the "Goof proof" (5yr warranty) was mandatory so we got that and decided to get the whole set with an additional night stand. Prior to making the transaction she told us that some of the parts were going to be available that upcoming weekend but the rest of the order was going to take about another week and half to be delivered. We decided to wait a little longer to be able to receive everything together cause we thought what's the point in receiving one part of the order and the the other one.
We waited about two and a half weeks for the order to be delivered. We receive the deliver on the time and date which they had told us. The two delivery guys entered all the items they had bought and once they brought EVERYTHING in they decide to tell us that the headboard go damaged when they were loading the truck and it didn't come in that delivery (they left it in the warehouse to get it fixed) I was extremely infuriated and decided to tell them to take it back and to make the delivery when EVERYTHING was together. Eventually the told me that they were going to go to the warehouse and bring it a little later that same day. We were dumb enough to believe them and of course we never go the headboard that same day. They left the items at our apt. all in the original packing (boxes).
I called customer services and told them what had happened and they said that they were going to do the delivery about 5 days later. My husband had to miss work that day since we wanted to have out bedroom set as soon as possible. When the delivery people go there to deliver the headboard, they unpacked everything and ALMOST EVERYTHING WAS BROKEN!! I couldn't believe the condition which this set was delivered. The bottom of the footboard was broken, the wood around the mirror was broken, one of the night stands were broken and the wood on the headboard was chipped. I was sooo outraged!!
My husband tells them that he can't accept an item which looks like it's used and walks away to call customer service. When my husband gets off the phone to speak to the delivery people, the delivery guy says that the chipped wood off the headboard was fixed. When my husband goes to look, he noticed that the delivery guy colored it in with a dark marker. I seriously couldn't believe the professionalism of this company.
The delivery guys left because they said that they had to do another delivery and i immediately called customer services telling them that i wanted to get a refund because there was no way i was going to accept this furniture. i had to wait about three weeks for them to do the pick up and i also spoke to a manager and explained to her everything. at first they didn't want to give me the full refund and instead offered me to make an exchange for another item. there was no way i was going to settle for another bedroom set after all these incidents of irresponsibility and unprofessionalism. Eventually after yelling and arguing they decided to give me a refund.
It was too much of a hassle to deal with this company and i truly advise that noone make any purchases from this store because the quality of the products aren't even all that great. Defanately stay away from this store and you're just much better off paying a little more but getting better quality and better customer service. By the way, everything was resolved by May...so it ONLY took them two months.