I went in to your Newington store specifically to ...

I went in to your Newington store specifically to look at and possibly purchase your Playscape sectional for our second home in VT. I had no intention of purchasing anything else at Bob s to furnish the rest of that home. Then I met Shelly Ramdeo, your exceptional sales associate. By the end of my visit, I had furnished my entire house with Bob s furniture thanks to Shelly! Not only was she extremely knowledgeable about every piece of furniture in that store, she was not pushy, like some I had encountered in other furniture stores. She asked us questions about what furniture we needed and the style we were looking for and she actually listened. She was honest, funny and very helpful with helping us choose the right furniture for each of the rooms we needed to furnish. My experience in your store was the best I have ever had in any furniture store I have ever shopped in. I give that experience 5 stars. Then came the delivery of the furniture. I would have given you zero stars for what I experienced. The furniture was delivered within the window you gave me, which I found impressive. I understand that you have subcontractors deliver in that part of Vermont since it is quite remote. My contractor was at my house when they arrived as I was on my way (It s 2 hours from my home in CT). The delivery team said that they do not assemble the furniture and another team would be coming within the hour to do the assembling. They gave my contractor a blank IPad to sign, when my contractor questioned what he was signing, the delivery person stated that it was for the delivery of the 20 items and that by signing it would generate the work order for the team that would be coming to assemble all the furniture within the hour. Reluctantly, my contractor signed. I arrived about 20 minutes after your delivery team had left. I took the day off from work to be there for the delivery. After an hour went by and no team had arrived, I called your customer service department. I would have given them 1 star. They were aweful. I called to get an ETA on the team of assemblers and I was informed that the delivery team was supposed to assemble the furniture and what they had my contractor sign was to confirm delivery of the order and that we declined assembly. Needless to say I was outraged! All the customer service associate could say was I understand your frustration, but I can t get a team out there for another 3 weeks to assemble your furniture. I got the same when I asked to speak to a supervisor and the same when I spoke to someone above them. Then I called Shelly, my awesome sales associate, but could not speak with her as she was with a customer. As I waited for someone in your customer service department to get back to me, unbeknownst to me Shelly had sprung into action. When she found out I called, and knowing that I was getting my furniture delivered that day, she checked the computer to make sure nothing was wrong before she called me back. She was furious when she saw what had happened. Shelly and her store manager, Judy LaGuardia, sent emails to regional managers and other VPs to make sure I would get a team out there that day to put together my furniture. I was on the phone with a supervisor from your customer service department when Shelly called me back. Your customer service supervisor was telling me how the team that delivered my furniture had been released for the day and the best she could do was have someone come out in 3 weeks. I was so upset when I clicked over to Shelly s call. I was ready to explain everything that had transpired that afternoon, but to my surprise she not only already knew but had a team dispatched to my house that evening to assemble all my furniture! She also informed me that the subcontractor that delivered the furniture was fired and would no longer be making deliveries for Bob s. Shelly Ramdeo is the only reason I will ever shop at Bob s Discount Furniture again. She went above and beyond and got the job done where your customer service dept/delivery dept fell short.