I never thought I’d be writing about a furniture company as I usually write about photography related topics here. However, the experience I’ve had the past couple of months and what I’ve learned in dealing with it warrants the public to know the truth about Bob’s Discount Furniture - their furniture falls apart quickly, they won’t work with you about their poor quality furniture, and their Goof Proof protection plan is designed to steal your money instead of protecting your furniture. First, let me explain my experience before highlighting other instances the company has completely screwed their customers. Between all of these experiences, Bob’s Discount Furniture and their Goof Proof protection plan is as bad as or worse than predatory payday loans.

My Experience

Update: 2-4-2021:
I wanted to finally update readers of my experience and apologize for the delay. I did finally receive a resolution to my problem in October, 2020. I demanded my couch fixed since a matching color was no longer available to replace the couch with and parts to repair it were not available. As a result, I looked for alternative options to fixing the couch and found a metal fabricator that could make the broken part for me. I demanded Bob’s cover the cost of the part since parts were not available. After some back and forth, they finally offered to give me a partial refund on the couch (not store credit). I used that partial refund to pay for the broken part to be fabricated.

Although I received a resolution, it should not have taken so long to receive one not should I have had to take so many things into my own hands. Bob’s should stand behind their products and their scam of a warranty they sell to customers. The fact it required me to be so persistent shows a lack of customer support and care. And it’s also appalling that they do not carry replacement parts for the products they sell, even for a 2-year old couch.

My wife and I purchased a power recliner couch and console in 2018 for our new house. We had been using a small couch until this time, which is many years old, worn out, survived a couple of moves, but still worked. We have a young child also, he was 3 at the time of our purchase. Because we know how destructive and messy kids can be, we purchased the Goof Proof protection plan also. We were more concerned with stains than damage, but that’s irrelevant. Several months after our purchase, we accepted delivery of our 2 pieces of furniture and everything was good. They worked fine, were comfortable, and we had no complaints.

Then just after two years after we received the furniture, the power reclining couch broke after normal use. We had raised one of the leg rests and heard a snap. Since then, the leg rest operated unevenly. I looked under the couch to inspect the problem and found that one of the metal bars that helps support the leg rest and keeps it moving evenly had snapped in half. How does a metal bar just snap apart during normal operation?

I remembered we had purchased Goof Proof from Bob’s and I called to file a claim. In my experience with other protection plans, filing a claim is pretty straight forward and it’s usually covered unless you intentionally damaged the product. That’s not the case with Goof Proof, provided by Guardian Protection Products. Instead, they emphasize what accident took place to cause the damage. I wasn’t aware of an accident that took place and didn’t specify one. Partially, I also didn’t want to suggest something that would disqualify me from their protection plan. Little did I know, I should have made something up because the simple fact no accident had occurred caused Guardian to deny my claim.

In my emailed denial, I was provided an opportunity to argue against their decision and that they would respond within 24 hours. I pursued this because I feel that they were in the wrong and it was 2-3 weeks before I received a response, sticking to the claim denial. I tried suggesting my child might have been a little too aggressive climbing into the couch, since they seemed to require an accident to qualify for coverage. They responded that this is considered a misuse of the product. My child is 5 years old, he doesn’t know better and we certainly don’t allow him to abuse the furniture.

After this denial, I explored my agreement with Guardian and read their coverage details. It didn’t take long to find proof Guardian is abusing their customers. In my agreement, the second paragraph reads:

NOTE: This Plan is not an insurance policy, cleaning or maintenance contract, or your original manufacturer warranty. This Plan covers defects in workmanship and/or material of your covered furniture item(s) and, if applicable, accidental damage from normal household use, as described herein.

This statement alone proves that an accident is not required to qualify for a claim and a broken metal bar without any actual physical action taken against it should qualify as defective. So what do you expect I did next? I tried responding back to my denied claim regarding this. It’s been two weeks and still have not received a response. Calling Guardian, which I have done numerous times, leaves you with the first tier of support, who will not pass you through to anyone helpful and will stop where the claim is denied.. I once even asked to speak to a manager and the person on the phone said she was the manager and still refused to put me through to someone else.

I have had to resort to filing a complaint with the Better Business Bureau (BBB). I first filed a complaint against Guardian. They called me several days later to remind me they denied my claim, then closed my complaint with the BBB. I didn’t have an opportunity to respond or defend my case. I then filed with Bob’s Discount Furniture since they sold me defective furniture and a scam of a protection plan. I didn’t expect them to be helpful because I am technically out of warranty. They responded also citing my claim was denied with Guardian and that I am out of warranty, but for some reason, I was able to respond to their response with Bob’s. I responded citing the quoted statement in my agreement, understanding Bob’s warranty, but asked for their help in resolving this with Guardian since they sold the plan to me. I am doubtful this will go anywhere. However, I have filed another claim with the BBB against Guardian including my agreement and highlighting the statement regarding defects. I am currently awaiting a response.

No Parts Available

Between all of my contacts with Guardian, I tried contacting Bob’s Discount Furniture support and inquiring about buying a replacement part and fixing the couch myself. The couch is just two years old, it shouldn’t be difficult or expensive to get parts, right? Support offered to send a technician to my home for $80 to inspect the couch and determine what was needed. Any repairs and parts would cost extra beyond that. I wasn’t comfortable paying $80 just to look at my broken couch when I know what’s broken already, so I shared a photo of the broken piece. Chat support offered to look in their inventory and quote me the cost of the part. After quite some time, waiting, the support agent responded to the chat indicating that because Bob’s doesn’t manufacture that couch anymore, they have no parts for it either. Several weeks later, I asked chat support to check for parts again, hoping perhaps this was a mistake. It turns out that yes, there are no more parts available for my two year old, broken couch.

NBC Reports George Papadopoulos’ Bad Experiences

When it comes to screwing your customer, you had better hope the news doesn’t catch you. That’s exactly what happened in 2019 after NBC covered that George Papadopoulos had gone through similar experiences himself.

.In the linked news article, George had gone through three couches in five years from Bob’s Discount Furniture. Throughout those three couches over five years, George needed to replace six to seven parts and have repairs done seven to ten times.

After all of the poor quality and bad experiences, Bob’s stopped working with him over the poor quality and the Goof Proof insurance kept giving him the run-around. It wasn’t until NBC Boston reached out to Bob’s for comment that they refunded him for his couch.

Bob’s Discount Furniture Nightmares

In looking for help in resolving my issue of a broken couch, I discovered the Facebook Group called Bob’s Discount Furniture Nightmares. Here, I discovered countless personal experiences that reflected my own. The page is riddled with personal experiences that highlight poor experiences customers have received.

Here are just a few of the complaints:

VERY VERY DISAPPOINTED!!! I will Highly recommend that people do not shop at the store they do not honor the warranty whatsoever been waiting almost a year for replacement on my couch contacted the company several times and nobody has contacted me back

- Anita, August 24, 2020.

So I tried to file a "goofproof" claim on line so I could be SURE to word my claim correctly, and the system conveniently would not allow me to, so I had to call to file my claim for the damage done to my recliner..... I SPECIFICALLY stated that the damage happened when I put the recliner DOWN and heard a snap..... well.....they twisted my words and made it that the damage happened during its intended use to recline... and of course their decision is FINAL. I F@$#ing HATE Bob's

- Tracy, August 22, 2020

This is my sleeper sofa of 2 years which you can see one piece is not attached to the frame.... Bob’s Goof Proof denied my claim and referred me to Bob’s Customer Care. Then Bob’s Customer Care denied my claim saying they don’t cover this damage because it’s over 1 year.... I went to the store to speak to someone and she said to file another claim with Bob’s Goof Proof. I filed ANOTHER claim and was denied. I’m fed up with them and their trash customer service. I know I have to be persistent. What have you guys done to get your items fixed?

- Kimberly, August 18, 2020

I bought a sofa and love seat reclining set from Bobs 2 years ago. I also bought the Guardian Warranty that supposedly cover everything that would malfunction with it along with any tears. So my sofa will not decline and stuck in the upward position. I called guardian to report it and I will add what their response was. It’s unacceptable to pay that much money for the set I have along with the warranty and protection plan to get the answer I did. I highly recommend to everyone on this chat to think twice before buying any of Bobs furniture. I feel ripped off and they are not living up to their end of the agreement.

- Keith, July 15, 2020

Bobs Discount Furniture is worse then a shady used car dealership in Detroit. My friends couch is horrendous. The person bought the goof proof plan and not only will they not honor it- they refuse to send a rep to inspect the defective couch. Biggest rip off in America. Customer service has the intelligence of a den of rabbits. Don’t ever buy the Goof Proof extended warranty. The affiliated company GUARDIAN IS HORRENDOUS at best!

Garbage furniture - garbage customer service

- Maria, September 12, 2019

What’s worse is users are advising others to email the executives of the company to get any results. I have done this as well, but Jennifer from Corporate Consumer Relations has not been very responsive to my incident. Others have reported to having had success dealing with corporate executives.

Better Business Bureau

As I’ve mentioned earlier, I tried finding resolution through the BBB without a resolution. Both Bob’s and Guardian have A+ standings with the BBB, however. I find it interesting Bob’s Discount Furniture has almost a 4 star standing, but I find it odd Guardian has a 1 star standing from consumers, but still maintains an A+.

Let’s look at some of the complaints:

Bob’s Discount Furniture

I bought sectional sofa last year at the store the sales person recommended to buy it insurance for it. One month after purchase there fabric used was deteriorated. I called the store and ask to use the insurance I bought. They told me they come only to clean the sofa not to fix tear ups. I have not seen furniture made in such low quality materials. I spend 2,000. On that sofa that I had to replace three months after purchase.

- Evis, August 22, 2020

I am so frustrated and disgusted with Bob's discount furniture that I will never buy anything from them and hope others learn from my experience. I bought furniture with 5 years extended warranty. I initiated my warranty claim on 06/21/2020 and no resolution till today (08/11/2020). Unable to get them on phone, I visited store 4 times. Spoke from store associate to customer service to store manager, no one bothered to give update. Bob's says that claim will be handled by ******** Insurance and ******** says it's not covered under warranty and Bob's will handle claim as its manufactures defect. I guess Bob's has some agreement with ******** which obviously is as bad as it can get. Store associate will say anything to sell product and warranty, after which you are on your own. Very Sad!

- Vijay, August 11, 2020

Guardian Protection Products (Goof Proof)

EVERY Claim will be denied!!! Even though they say that they cover rips, cuts, and punctures apparently you have to get one of those in a very specific way. For example, my dog ripped, cut, and punctured the arm rest of my chair (ate the back of it off) but Guardian says that pet damage is not covered that it is preventable. That is not realistic. This disclaimer is NOT stated on the paper that you get at the store and is not what the sales person at the store told me! I will advocate everywhere I can that you do not use Guardian as their warranty isn't worth the piece of paper it is printed on! This company needs to be shut down, they are dishonest and you will not get the full information at the time of sale, just a sales pitch with a lot of BS promises and guarantees.

- Brian, July 30, 2020

Guardian Protection should be investigated for the Consumer Protection Bureau for deceptive practices. I have submitted two separate claims foe accidental damage and both were denied due to the damage occurring during the intended use of the product. So unless you plan you use your dining room table in the pool, or use your chair to help you with a slam dunk any damage occurring while actually using the item as intended will not be covered by Guardian. I plan to complain to every regulatory agency and anyone else being robbed by Guardian should do the same.

- Kassandra, July 14, 2020

This company is a total rip off. it does not honor any agreement and never agrees to replace or repair any product. I sent the pictures and description of my damaged chairs which felt under categories of what the warrant would cover but they denied my claim. Don't waste your money the probability of having product replaced or repaired is zero. What I would do: 1. Warn all my friends/people to make business with this company 2. Not to waste money on warrants 3. write to /contact to CEO of companies making business with Guardian

- Gule, July 14, 2020

I paid 150.00 for a spill/ accidental damage coverage for my furniture and after the arm rest broke they claim it is not accidental and won't accept the claim. Who breaks a coach arm on purpose? This insurance is a scam don't waste your money.

- Larry, April 27, 2020

The reviews on BBB.org for Guardian just keep going and every single one is a 1 star review. How they maintain an A+ is beyond me.

What can we do?

Between my best efforts dealing with the Goof Proof plan, Bob’s directly, Bob’s corporate, and the BBB, no one will help you. As far as I’m concerned, the Goof Proof protection plan is false advertising and a scam which needs to be investigated and Bob’s Discount Furniture sells poor quality furniture.

However, we’re not helpless but it will take the voices of many for something to be done. I’ll lay out the plan for us to make change below:

1. File your claim with Guardian (Goof Proof). Use the language in your agreement for your claim. Let them deny you, but keep records of your interactions and results. This builds proof of their illegal activity, especially if you cite clauses laid out in your agreement specifically.

2. After your claim is denied, appeal it and document that.

3. File a complaint against Guardian with the BBB. Guardian will call you and remind you of your claim denial, then close your complaint. Document this experience as well. If possible, record the call - understand too that it is illegal to record phone calls without the other party’s consent in some states, so make sure you’re doing this legally if you decide to record the call. Guardian likely also records their calls, and as a result, you should be able to ask for a copy as well.

4. Look up whether your state’s attorney general has a consumer complaint web page or department. File a complaint there, citing your claim denials, the problem, all of the information documented from your purchase, your Goof Proof plan, and the conversations you had with Guardian. If there is no consumer complaint page, contact your state’s attorney general directly with your complaint.

5. Don’t stop there. George Papadolulous didn’t find a resolution until NBC Boston aired their story about Bob’s Discount Furniture. Reach out to your local news stations with your experience and refer them to this post, the Bob’s Discount Furniture Nightmare Facebook group, BBB reviews, and anything else you have that would show that this is not one bad customer experience. Don’t just contact the news stations’ direct contact form/email/number, but look for their investigative journalist for the story. Don’t contact one news station, but all of them.

6. Lastly, if you choose to go this far, it is your legal right to protest on public property. Stand outside the store during business hours with a sign and inform each customer walking in about the scam Goof Proof is and the poor quality furniture Bob’s sells. Plan an event on Facebook or other social media sites to bring more people to the cause. When you hurt the company’s sales, they’ll listen. Ideally, plan the event nationwide for protests to occur at multiple Bob’s locations across the United States. Share that event with news agencies as well so it gets coverage on TV.

The people need to know the scam Bob’s Discount Furniture is. The company prides itself on being “My Bob’s” as a message that they’re for everyone, but this one is not my Bob’s.