I wasn't expecting to write a novel so, I'll start with the main points first. Then, if you want to…read moreread the whole story, please do. Especially if you're thinking of shopping at Bob's.
1.) Bob's Phone System for a customer calling in, is terrible. The worst. Indisputable.
2.) "Bobtastic White Glove" service is debatable.
3.) Online Customer Service Information; Order Status, ability to email, etc.; Lacking.
4.) Furniture Quality: Too soon to review. It just got here. It's new. It looks good. (but so did the crap from Living Spaces )
I'd been to Bob's Discount Furniture a year before. I finally made my purchase on the 12th of September. I was looking to replace my embarrassing recliner which decayed inside two years. I bought it at Living Spaces and I would not recommend their products.) I replaced the Sofa and Loveseat of the same group three years ago after they "flaked" away. I bought my new sofa and loveseat of genuine leather from Jerome's. Jerome's IS expensive for me but, I'd say they have good quality merchandise. (but I only have the sofa and loveseat to base that on). Suddenly, ALL these Bob's Furniture locations open up at once. I was surprised to see how many simultaneously all over California opened at the same time. (Google it). Anyway, the choices and prices were more for me and I decided I'd buy my recliner there. And since the store is close by, I can drive there and express my concerns in person if needed. And, it WAS needed! More on that... keep reading.
Salespeople, they got plenty. My wife and I never like to be shadowed by a salesperson. They do this at every car dealership and at Bob's too. Once I had questions, I only needed to turn to ask my salesperson Rosa, as she was ready to serve. After selecting the piece, checking stock and deciding on the delivery date, my first concern was the upsell. We hate that too. Rosa tried to convince that by spending more, I could get 12 month no interest financing instead of the 6 months I was qualifying for based on only purchasing the $700 recliner. So, we indulged her and looked at mattresses and other stuff. Eventually, we bought a dresser and increased our purchase to get the 12-month financing. Buying stuff is easy. Rosa with her iPad, showed us what appeared to be a tech-savvy setup by Bob's. She quickly could print an invoice each time we changed our mind. One week later we'd have our furniture on the agreed upon delivery date of Saturday the 19th. We could even track our order like we can on Amazon. So far so good. When first decided to take a look online at my account and my order, I couldn't find it. Neither my phone number, my account number or my actual order number showed anything. I was working in Mission Bay when I called Bob's for the very first time. UNBELIEVABLE! (1) Bob's Discount Furniture Store is the undisputed king of the worst phone system and customer service I have ever experienced. I had better luck calling EDD and DMV during the Pandemic! Suffice to say I was very frustrated. While I was on hold, I literally drove from Mission Bay to Bob's on Main St. in Chula Vista, walked into the store and straight to the back where the "managers" are, waited in line and then spoke with a manger. With my cell on speakerphone, I asked the lady (Yazmin) if she recognized the music. She said Yes. She knew it was there "On Hold" music. And I explained where I'd drove from and showed her how long I'd been on hold. Was Yazmin apologetic? Nope. She explained that, although they have an army of salespeople, only the managers at the back desk, handle calls. And I only saw two. Next, she explained that only ON the day of delivery can I see the tracker. And I could only check my order then too. Sure enough, that's what happened. I left the store discouraged and concerned I'd entered into an agreement that could only lead to Buyer's Remorse. Then Saturday the 19th arrived and the delivery was indeed trackable. We watched as the Bob's delivery got closer. It actually drove into our mobile home park (which is so very easy to navigate) then drove out because they "couldn't find the home". They called and I answered. I explained "Just drive in, go straight down to the end, make a right and you'll see my house. I'll be outside to guide them. They eventually got their bobtail in. They placed recliner and connected it. No problem. Then I explained how to bring in the dresser so it'd be easier for them to navigate the turn. (It's really easy. It's a straight shot with just one turn at the kitchen.) Although they nodded their head in understanding, they really didn't listen and struggled. They had to flip & turn the dresser for not paying attention. My wife immediately noticed damage to the middle drawer. A big chip right in the middle. I began checking all the drawers and couldn't open the bottom left one. The delivery guy came to look and "forced" the drawer open.
