Worst customre "service" EVER!

  • Selection: Very poor
  • Expertise: Very poor
  • Service: Very poor
Issue Resolution

Posted by Ono Y from Edmond, OK on October 15, 2010

My boyfriend and I ordered a high-end accent table from Bob Mills after the pushy salesman, Steve, unsuccessfully tried to get us to take the chipped floor model. We were in no rush as our house is being built, so we chose to wait the 3 weeks it would take to have a new one shipped. The order was placed on September 10th, and was supposed to arrive on October 1st. On October 7th I called the store and left a message regarding the status of the table. I waited 5 hours for a return phone call before calling the store and speaking with customer service. The CSR "Shannon" was rude and unhelpful and I eventually had to request to speak to his manager at which point he hung up on me. I immeadiately called back and was incorrectly transferred. I called back again and left a message for his supervisor regarding both my order and Shannon's behavior. After 2 hours I still had not recieved a call back from anyone and called the salesman's cell phone number at which time I was told he had "already called my boyfriend" and couldn't understand why I was upset and that the table was ready. I explained I was not upset over the table status, but by the way I was being treated and asked why he hadn't called sooner. He stated that he had called and "left a message" a week earlier, but my boyfriend's phone records do not reflect this at all. Steve then said he would forward the complaint along and I received a call about 30 minutes later from a manager who was very nice and apologetic and said she would personally speak with the CSR and gave me her cell phone number if I had any additional problems. I thanked her and planned to pick up the table the following day. Before I could leave to go get the table the following morning, however, I recieved a call from the supervisor explaining that our table was in fact NOT at the store and that there was a "computer glitch" and she would "look into it" and get back to me. I waited 2 days before calling and leaving a message on her voicemail. She never returned my call. The next day I called the store and explained the entire situation and was ASSURED they were looking into the matter and to give them a "few hours" and they would call me back with an answer. It is nearly 48 hours later, and I have called the company who makes the table and found out for myself that it was shipped on September 30th, 2010 and was expected to be recieved by Bob Mills on October 13th, yet no one from the store has called me back. I am going to the store tomorrow and demanding a refund as I don't do business with rude, unhelpful people such as these. The level of incompetence is so astounding it's laughable. As I am in the process of building a new home and furnishing every room, they have lost thousands of dollars of sales as I will NEVER step foot in Bob Mills again! Thank you Galleria for your AMAZING customer service and for holding my bedroom set these past months while our home is being completed, something else Bob Mills refused to do as their policy is nothing is held for the customer over 30 days.

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