"For the past 2 months, our experience with Bob's has been frustrating, neglectful, unfair and, ultimately unsatisfactory. In terms of customer care and commitment to kind and courteous business practices, we have been treated poorly.
At the end of May 2012, we purchased 4 items of furniture: an entertainment center and 3 tables (1cocktail and 2 end) in Bob's Newington store. The scheduled delivery was June 1, 2012 with a window of 2-5 PM. Not only did they arrive 2 hours late, but the tables were dented, scratched and the wood finish was incomplete and cracked.
Bobs sent a man to fix them. He told us to exchange them, as anything he could do would not really help. We arranged for an exchange. The delivery men opened the boxes in the hallway and, again, the merchandise was unacceptable. For the second time, it was clear that the tables had not been inspected. Bobs told us that they do not inspect until the 3rd time, so we set up another delivery and, again, the tables were not acceptable. Clearly, they had not been inspected.
In the ensuing weeks, 2 more attempts were made. We were guaranteed a through inspection, but to no avail. Also, in one case the delivery men never showed up. In another, they showed up after the window of time and we had to leave. When asked why they didn't call to say they would be late, they told us that it was not their job to do so.
We have been bandied about by customer care representatives who passed the buck each time:
we have dealt with Jason, Janice, April, Sarah, Juan, Shanaiz, David, Mike and a host of others.
Anecdotally:
Jason sold us the tables and told us that if we weren't satisfied, we could exchange them until we were.
Janice was good enough to remove the delivery charge, after we had had so much trouble.
April hung up on us.
Juan and Shanaiz promised to be the point person and never called back.
Finally, last week David said we would get new tables on August 1st and a gift certificate to Bobs for our troubles. Finally, some one cared!!!! 10 minutes later, Mike called back to say that David had mis-spoken. Bob's was no longer interested in getting us merchandise that was satisfactory. They would pick up the tables and refund the money.
After 2 months of waiting, this seems unacceptable. It represents no commitment to customer care or satisfaction. Their scripted apologies aside, no one has treated us as if we matter. No one in Bob's organization wanted to get it right. So now, we sit with 3 tables that we want but want replaced because they are still marred, scratched and cracked.
We have waited 2 months for some one, anyone, at Bob's to step up and do the right thing--- to no avail. How can a business allegedly committed to customer care and satisfaction treat us this way: no follow-up, gratuitous scripts, hanging up, no return calls????
Can you please help us?"