Roche Bobois - BostonAvis 

We have spent over $100k in the Boston store in the last couple of years, more in prior years and had planned to spend more but after the latest debacle, think it is best to go somewhere else. We have also sent a number of clients to RB.

All orders were slow during COVID and we understood this; but there is absolutely no excuse for the lack of Customer Service related to the last order placed in September and the replacement for damaged door from previous order. After waiting for 7 months for our bed and night stands, we contacted the store to get an update. We were given nebulous dates along with the empty promise that RB will be back in touch; but when the target date they provided was missed, there was no contact.No explanation. Nothing. We have done this reach out - beg for an update - reschedule dance 3 times so far for this one order and one repair. The last delivery date provided is past the contractual date by which we are obligated to take the order. We were also told today that these delays are due to problems getting the standard fabric they recommended. If anyone was following up on orders they would have know about this and informed us so we could have changed the fabric or cancelled the order. Based on their lack of honesty and service to date, we don’t know if it is worth the wait…whatever that might be. At least mid-June now but how do we really know this date is valid?

Sales has always been great but it is pointless if you have to battle to actually get your order delivered correctly and undamaged. We don’t know what happened to this company. The furniture is lovely. There were delays in the past, but we were informed. Furniture did arrive damaged, but they had a team in NJ who could fix anything. We understand unexpected things can happen. We were patient with COVID delays, staffing issues but the absolute lack of feedback unless we ask is really unacceptable.

There are too many high end furniture companies who would welcome your business. Think twice before using RB or at least go into any purchase understanding that things will go wrong and it will be exhausting and time consuming to get right. I have other example of wrong size rug delivered (finally kept and put in another room). Damaged floors (fixed eventually). Damaged couch (promised fix. Followed up. Eventually gave up).

So when I get a response from Amy the manager stating: “ As you are a long standing Roche Bobois customer you know it is not typical for us to have these types of delays with little or no information to give you.” I say, you have not listened to my concerns. This is not new. This, sadly, is now how RB operates.