When my wife and I left Bronstein's today we concluded that Richard the manager had good intentions but really did little to ensure that the whole buying experience was pleasant and professional with respect to serving their customers. Every problem we had with our furniture order was explained as just one of those things that happens or the result of events beyond their control or ability to anticipate. The place does well in the selection and ordering process but then goes adrift until delivery time. We were promised 6-8 weeks delivery on a love seat and sofa from Henredon. Hearing nothing we called at 10 weeks -- sales person and back office folks had no information but did check and called back with the status of production a few day later. No word for a month, but another call elicited the information that they had been shipped. We got a call that on arrival the love seat was damaged and was shipped back. We requested that both items be delivered together and asked that they give us a two week notice of delivery so we could have the current pieces removed from our home. Never got a call but after almost four months, we did get notified that the love seat was in and delivery would be in a week. But the day before delivery we received notice that everything was going to be delivered (we had three other items from a different mfg awaiting concurrent delivery) EXCEPT FOR THE SOFA (which had been sitting in their warehouse for weeks). They just unwrapped it and discovered either damage or a manufacturing defect (different sources offered differing descriptions) and they would let us know as soon as possible when the sofa would be available. Irate, we drove over to the store and listened to Richard's explanations and excuses all of which pointed to an operation with such inept processes and lack of attention to detail that post-sale customer service is a totally random event hardly impacted on by Bronstein's staff. We by chance had varied and sequential problems, you might have none at all. Who can tell and more important does anybody care about doing better?
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