Newark, New Jersey
3 comments
Not resolved

To whom it may concern (or even Care);

You can define a Company, by it's overall Customer-Service... I've Managed; Call-Centers, Network Operations Centers, Wall-Street GSOC Centers and simply "Customer Service" Centers... Yet trying to reach someone at Bob's, w/ a Sense of Empathy, knowledge of Store Procedures and a strong grasp on Customer Satisfaction, is near-to-none!

When you purchase furniture... you experience a sense of relief, simply in relying that you have the Comfort in knowing your furniture is New and Reliable...

Unfortunately my whole sales experience went from pleasant, to irritable w/ the Delivery! Despite overcoming the disappointment in the pieces not arriving together... My Furniture arrived some parts broken, color mismatch, not fitting flush... I was asked to call during delivery and received an "Automated Bob Voice"? I went the next day to my local Store Manager w/ Pictures and I was asked to call and "Schedule" a "Technician" to come-out and evaluate (possibly patch) my furniture?

May not be much money for some Bob's Board of Directors or Executives, but for Me (an Engineer) I spent $3000 that day, cash!? I even Paid extra for Delivery and assumed everything was scheduled/handled!?

I waited 2 additional weeks for my Bed Frame and Mattress to come, the local Manager said he would simply replace my furniture, and he personally scheduled it to arrive together w/ my Bed... However on that Delivery date, the Drivers wanted to just "pick-up" my Furniture!? Really!? When I called and asked to speak to a Manager (no Manager was available, Open Store w/ NO Manager present) spoke w/ a Supervisor and worst I wasn't aware that they expected to have me wait a few days to replace them "IF" I allowed them to take the Furniture? Wow!

So, I paid my Delivery, Paid my Furniture, paid for a warranty, YET "STILL" sitting w/ my Broken Furniture, No call-back from Managers (spoke w/ a Supervisor), No Clue on defined and/or correct Delivery Date!

Bob's has a HUGE disconnect from your Point of Sales, to Delivery!

I still went to Bob's despite, the Bad Blogs, Bad Reviews and poor Customer Service genre... I guess I had to experience it 1st hand, Talk about Customer Satisfaction!

Eddie

Highly Disappointed (Totowa, NJ Location) Bob's Furniture Store Customer Causality!

Advice?

_______

1. Need to set-up a "Follow-up" Customer Service Desk/Crew,

2. Have the crew to do gradual Courtesy Calls

3. Implement an Escalation chart... and flow-chart

4. Set a procedure and simply train the local Store Managers on basic "Universal" Protocols

5. Make a Client feel pleased from the sale point (No just refreshments and broken promises) all the way through to delivery and warranty follow-up's!

6. Take random Surveys! email, phone-calls, drop-box!!!

Example Blogs of Customers;

http://www.insiderpages.com/b/3712057160/bobs-discount-furniture-southington

You have my $, So what now, why care right?

Review about: Overall Customer Service.

Review #291519 is a subjective opinion of a user.

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sofgru
#415896
We've shopped Bob's for several pieces of furniture & have had nothing but great results. Sorry to hear this happened to you.
Bob Cares
#415804
Hi Sabanum,
I'm sorry to hear about your experience with our company. I'd like to make this right for you. Please contact me at Bobcares@mybobs.com with your order information so that I may access your account. Thanks, Eric
riveraa3
#415759
So sorry to hear same thing is happening to me, and you can't ever get anyone to help. I paid 1500 for the bedroom set and delivery and I have taken off 2 days unpaid and I expect to at least loose 2 more days. I am never shopping there again

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