How do I report that my furniture or mattress is damaged or defective?
To report a possible defect in your furniture or mattress, please call or text Customer Support.
How can I report a sag or other issue with my mattress, and what specific photos are required for the claim?
It’s normal for the comfort layers of a mattress with proper support to compress over time, creating a slight indentation where you typically sleep.
However, if the indentation exceeds 1½”, it could indicate inadequate support or a potential defect in the mattress’s internal structure.
If you're concerned about sagging and your mattress is still within the manufacturer’s warranty, please call or text Customer Support.
How do I find out the status of my part order?
To determine when your part order will arrive, please call or text Customer Support.
Can I purchase parts for my furniture?
Parts are available for many of our furniture items. To purchase a part for your furniture, please call or text Customer Support.
Why does my furniture need to be repaired instead of receiving a replacement?
In most cases, our service technicians can restore your furniture using specialized tools or by ordering replacement parts.
Often, the technicians can return your furniture to its showroom condition. However, if it is determined that the issue cannot be repaired or restored with parts, we will explore alternative solutions. For details on how product issues are addressed under the manufacturer warranty, please refer to our Terms of Sale.
How do I know if my mattress has proper support?
To ensure proper support for your mattress, it’s important to use a base with an appropriate frame and center support. Some examples of bedding that provide the right support include:
Platform beds
Storage beds
Adjustable bases
Foundations with slats
Foundations with a metal bed frame
A well-supported mattress will provide you with many years of comfort and durability.
Is it normal for my bed to make noise when I lie down?
In most cases, noises from a bed are not caused by the mattress itself, but rather from the foundation or bed frame. Here’s how you can identify the source of the noise:
Remove the mattress from the bed and place it flat on the floor to test for any noise. Repeat this step with the foundation.
If you don’t hear any noise from either the mattress or foundation, the noise is likely coming from the bed frame.
If any part of your bedding purchased from Bob’s is making noise, check whether that item is still covered under the manufacturer’s warranty by referring to the Terms of Sale.
If your item is still under warranty, please contact us for further assistance.
Why does my new mattress feel different from the one I tried in the store?
Mattresses often feel softer in the showroom because they’ve been broken in by others who have tested them. Like a new pair of shoes, your mattress requires a break-in period to reach its optimal comfort level. To learn more about our Mattress Satisfaction Guarantee, please refer to our Terms of Sale
Are the materials in my new foam mattress harmful to me?
Our mattresses contain no harmful materials. All the foam has been independently tested and CertiPUR-US® certified.