Bob'S Discount Furniture - Yonkers

Deliverymen were efficient to a degree. They ended up breaking/loosening one of the corner guards to the foundation. I didn't catch it while they were present and did not call the store as I assumed they weren't going to address this minor issue (from their point of view). I regret that I didn't immediately follow through with the store as a matter of principle.

They are good. I like their prices. They are very reasonably priced. The furniture is of good quality. It is not excellent quality but it is good quality. Their workers are very, very friendly. They are very good.

When my mother purchased the mattress from the store, I specifically asked the sales person what "goof proof" protection actually covered & whether it covered the whole mattress. I was told that indeed it did cover the whole mattress & that it was covered from "soup to nuts". I also asked whether the coverage was through Bob's or if someone else handled it & I was told that Bob's handled it from point A to point B. We were told that in order to get the protection that we would have to purchase a specific mattress cover that needed to go with the mattress in order for the warranty to be valid, which we did. Long story short, one of my other daughters accidentally let the cat into my youngest daughters room, where it stayed (unknown to all) from about 6 am until 12 am. It chose to relieve itself on the upper left hand corner of the bed. Now as we had "goof proof", I didn't worry too much & proceeded with my claim. 27 phone calls later (the latest taking place this morning, spanning a time of 2 hours & 50 minutes), no phone calls returned from management, a revisit to the store to see if I got the same conversation from the sales person as to what "goof proof" covered (same exact response from a different sales person) & to catch a manager to speak with; they are refusing to honor the warranty I purchased, which is specifically covered according to their own website. The people who make the mattress pad, "Protect-a-Bed", apparently only cover the top of the mattress (not what Bob's sales person told me when I asked about the whole mattress). The mattress pad is also bordered by a mesh that covers the sides of the mattress. Why would any company choose to use a mattress pad that only partially covers a mattress? The sales manager,TL, I spoke to at the store was warm & genuine when we spoke in person & as he was going on vacation after that day, assured me that another store manager would follow up either Tuesday or Wednesday of the coming week. Again, I heard zero. After over an hour with different departments today, I was finally forwarded to Bob's escalated customer service manager, who went so far as to tell me that they would not send out their delivery men to pick up a mattress that had pet urine on it. The coverage on their own website states something completely different, citing that "goof proof" covers pet bodily fluids. He also stated that I could not hold them accountable for the warranty of this other, third party company that made the mattress cover. I assured him that I was holding Bob's accountable for the warranty I purchased from them ( the "soup to nuts" & the "point A to point B" one the sales person told me about). He mentioned that I was not being very clear when I asked if the coverage covered the whole mattress, he suggested that it would have been clearer if I had asked “if something spilled on the side of the mattress, whether it would be covered or not”. I do believe that anyone would interpret "the whole" mattress as being any or all of it's parts. The end of my conversation I had with the "escalated" customer service manager revolved around basic customer service & retention of a customer. I had other things I was purchasing from them & let him know that if they could not honor their word or warranty on a $299 mattress, that I certainly would not entrust them with a $1,400 sofa & he just kept going back to the third party contractor. I refunded my sofa purchase. I don't yet know of an honest furniture store, but when I find one, I'll be sure to post it!