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Bob's In-Home Service

Fixing your furniture

All furniture that is purchased at our regular price comes with Bob's one-year guarantee against factory defects to the original purchaser within our normal delivery area. Mattresses and motion furniture may carry additional factory guarantees.


Call Bob's Customer Care Department at (860) 474-1000 or (800) 569-1284 to report a factory defect. Hours are Monday through Saturday from 6:30am – Midnight EST and Sundays from 10:30am – Midnight EST.


We’ll schedule a service technician to come service your furniture in your home at no cost to you if the furniture falls within the one-year guarantee period.


Service is available for a fee if you have a need beyond the one-year guarantee period.


Merchandise purchased from our Bob’s Outlet that is not brand new or factory-fresh is sold "As-Is" and is excluded from this limited warranty and service policy.

Your Bob’s purchase is guaranteed to be free from factory defects for one year (in some cases longer). In the event there is a defect, the guarantee covers the product for service and/or parts. Furniture is built with multiple parts that make up the whole. Most of these parts can be restored using tools the technicians carry with them, or by ordering replacement parts, therefore resolving the concern. In the event it is determined that the defect cannot be restored with service or parts, other options can be explored. Often times, the service technicians can restore furniture to showroom quality or better condition.
Parts are available for many of our furniture sets. Please contact Customer Care 860-474-1000 or 800-569-1284 to determine if we have the part you need.

For a flat fee of $79.99 (plus applicable taxes), we can schedule a service technician to visit your home if within Bob’s service area, during which the technician will make every best effort to repair the damage, so long as the item was purchased from Bob’s.

 

If any parts are needed you will be given the option to purchase the part and have it installed by a service technician.


Workmanship is guaranteed for 90 days from date of service, and installed parts are guaranteed for one year from date of installation.

Your service appointment

Yes! You can track your Service online with Bob's Delivery and Service Tracker.


Look up your Service window up to two days in advance of the scheduled date. Simply enter your phone number or customer number (found on the upper left hand corner of your receipt, above your name) in the appropriate space provided. On the day of your scheduled Service, the Tracker provides a 30-minute window for the expected arrival time. This timeframe will continually update based on driver GPS location to provide the most current, real-time arrival estimates.


If you do not have Internet access, you can always call Customer Care at 860-474-1000 or 800-569-1284, and we will be more than happy to assist you in getting your timeframe.

We provide the 2-hour estimated timeframe/time window as a courtesy to our customers. The service technicians do their best to stay within the estimated time frame. However circumstances may arise that are beyond our control and may cause the technicians to arrive earlier or later than the estimated timeframe.


Our online Delivery and Service Tracker can be a useful tool to help you track the estimated arrival time and to keep you updated throughout the day.

Bob's offers a variety of options to help accommodate your busy schedule.


Anyone over the age of 18 can be in the home to accept the service; whether it is a neighbor, family member, friend or whoever else you may choose.


We will also provide you with a automated call on the day of the anticipated service to let you know that the service technician is on the way to your home.


If these options do not work for you, we are happy to reschedule for a more convenient date when you would be better able to be available for the day.


Please be advised; not being at home and available for your scheduled service may jeopardize Bob's ability to complete your service at a future date. Please e-mail us via the Contact Us page, or give us a call in Customer Care at 860-474-1000 or 800-569-1284 if you need to reschedule.

A Bob's authorized technician in a Bob’s Discount Furniture uniform will arrive at your home. He/She will inspect the affected merchandise and determine what tools, supplies and/or parts are required to restore the piece to factory quality if not better.


Most concerns can be corrected by the technician that very day. In these cases, the technician will complete a report and take photos of the completed work. Using his/her tablet, the technician will ask you to sign to validate that the work was completed and to then complete a brief survey.


In some cases a part may be needed to complete the work, and the technician will contact Customer Care and allow you to speak directly with an agent to finalize the part order. In the unlikely event the concern cannot be corrected by a technician, you will be connected with Customer Care to discuss available options at that time.