Unfortunately, i may the crucial mistake of purchasing a dresser for my daughter at the Bob's store in Southington. The dresser was delivered damaged and when i called the store to advise i was apologized to profusely and assured a new one would be delivered today' s date along with the mirror i had ordered. Well
the delivery truck brought the mirror and proceeded to attach it to the damaged dresser. I advised that i was suppose to receive a new dresser also, but the delivery men stated they did not have it. After advising those two rocket scientists that there is no need to attach the mirror to the damaged dresser i requested they just take both items back that i wanted a refund. They would not take the dresser because they did not have the paperwork, by this time i had to leave for work and just took the customer service number. After sitting on the line for over 20
minutes with no one picking up i had to end my call ( the worst part was Bob's voice stating over and over about hating to have to wait). i called back later and was on hold for over 20minutes until i got a live person. He was no help so I asked for a supervisor, after being on hold for another 20+ minutes I was greeted by Sara (it is their policy that they do not give last names) she proceeded to tell me how that was acceptable customer service and basically there was nothing she could do to rectify my situation (either bring me a new dresser or come take the old one immediately). The best they could do would be next Wednesday, I advised that was unacceptable and asked for someone above her or a name for someone to contact at the Corporate Office. She was unable to assist with either and after another 13 minutes on hold i was disconnected.
I was able to locate the corporate number and left a message 3 times on Bob's line (apparently Bob is on the road a lot according to the operator). About 3 hours later i was blessed with a call from Judy Johnson, Bob's personal assistant ( he really knows how to pick them). I explained my dissatisfaction with my experience to Judy Johnson (why I do not know, I would have gotten better results taking to my plant) and was advised that they would refund my delivery fee, but could not do anything to deliver or remove the dresser until six days from now (Wednesday). At this point i had to put the call on speaker so all my coworkers could also enjoy the fantastic customer service I was receiving. I advised Judy Johnson that there would be no one available at my house until 9pm wed. so it would have to be after that. Judy advised me there is a 3 hour window, I advised once again that no one is home until 9 wed. she proceeded to tell me they will call before they would come.Judy Johnson told me "it is written in writing" that they give you a 3 hour window just like Com-cast. I once again advised Judy Johnson over the hysterics of my coworkers that there is no one home until after 9pm she can call everyday from now to wed and that is not going to change. Needless to say the pickup for this dresser is wed. (thank god gas prices have come down a bit). Apparently, Bob has they same specifications for quality in his assistants as his furniture (if i could have talked to him i could have told him the job market is real tough out there I bet he could find an assistant now that was able to speak and represent him in a positive light, even at a discount price).
Bottom line just stay away from the store it is not worth your time or aggravation.
Product or Service Mentioned: Bobs Discount Furniture Delivery Service.