I am blown away by the customer service experience at Rotmans. It started with Jen on the sales floor. No pressure, no icky sales tactics, just friendly, informed conversation about the products we were interested in buying. Then, when she found out that we didn't have any furniture, she offered to send our sofa out as soon as it came in instead of having to wait for both pieces to be in. Flash forward to today. Our sofa was delivered without a hitch last week. And today the love seat came. The two guys (I wish I could remember their names) were friendly and fast, and they called me before they arrived so I could minimize the time I spent away from the office. When they saw that my coffee table was broken (it's from an assemble-it-yourself chain from Scandinavia), I jokingly mentioned that we were having company over tomorrow and I didn't know what I was going to do. One of the guys then offered to fix it. I told him it was going in the garbage. He reminded me that I was having company tomorrow. He ran out to the car, got a drill, and popped a couple of screws into the broken leg. Not only did they make me wish that I had bought a coffee table at Rotman's along with our sofa and loveseat, but they fixed a problem that had absolutely nothing to do with their job. As someone who is now accustomed to buying stuff as cheap as possible online, it is great to be reminded of what comes with choosing to buy from a great local company like Rotman's. Thank you so much. Ian – Hardwick, MA

Yesterday, I had an issue with my HSBC account. I am currently paying for a recliner from your store. I got nowhere with HSBC people and thought that maybe someone at Rotmans could assist me. I spoke with Diana, who said she was the Credit Manager. I wish I had asked her last name. Not only did Diana reassure me, she helped me by talking through my bank acct. and explaining some of the ins and outs of HSBC. Who knew they were responsible for so many other credit card companies. She was wonderful and I felt so much better after speaking with her. I think the issue was resolved and I totally understand what happened. Congratulations on having such a wonderful employee who didn't mind taking the time to talk to me about my situation. My husband was so frustrated by the situation (before I spoke with Diana) that he said that we were never going to Rotmans again. That has certainly changed; we have been customers for over 28 years and will continue to be. Please thank Diana for me. Christine – Boylston, MA

Hi. I just wanted to inform you of the exceptional service I received from Aaron Newton on my purchase of a Sofa and Recliner. He was very patient, knowledgeable and professional. Thanks Aaron for a wonderful furniture buying experience, I will be contacting you for my next furniture purchase. Larry – Vernon, CT

I wanted to take this time to thank you for putting me together with your sales associate, Jennifer LaSala, via e-mail. She was so very helpful to me in deciding if the coffee table and end tables I was interested in would be suitable for my living room. I came in and purchased them on Saturday morning. Unfortunately Jennifer was not there, however I was helped by a very lovely lady named Deb. I would like to say these women made my experience with Rotmans a very pleasurable one. You should be proud of your sales force. The tables were not in stock but I am very much looking forward to receiving them sometime in January. Thank you again. Sincerely, Kathy – Leominster, MA

I recently watched Extreme Makeover for a home built in Lyme NH. I saw the Rotmans furniture truck pull up on TV. Thank you for supporting such a wonderful cause. I appreciated knowing that your company reached out to this family. Thanks to all in your store who made this out reach possible. Happiest of holidays to you and your staff. Regina – Merrimack, NH

We sent an e-mail earlier today to which we have found an answer. It was regarding a cocktail table. The second is to tell "Joe" Rotman how satisfied we are with our salesperson, Don Kelly. Don is a true professional. He has tremendous integrity, is extremely helpful, is attentive to our needs and is an excellent listener. The day we were at the store it was very busy, yet my husband and I never felt as though Don rushed us. He gladly spent as much time as we needed. You are probably already aware of what an asset Don is to your company. We were very happy with his help. On another matter, I'd like to sing the praises of the two gentlemen (yes, they acted like gentlemen) who delivered our furniture today. Their names are Jose Melendez and Kyle Walker. These men were outstanding in every way. They were respectful and polite to us. They were very careful when handling all the new furniture as well as our existing furniture. My husband and I found both of them to be outstanding individuals - certainly they are a credit to their work and to your company. All and all, our experiences with Rotmans have been very positive. Thank you. Marilyn and Jud – East Longmeadow, MA

Hello, I just wanted to let you know that I just had the best experience with a delivery from your store. The two young men who handled the delivery were very professional, courteous and engaging. I certainly hope that the store knows what gentlemen you have working for you and that they are appreciated. They truly were the best delivery men I have ever had. I would welcome them in my home anytime. Its young men like these that make the world a better place to live. Again, thank you for your service. Theresa – Hudson, MA

On Saturday, January 23rd, my mother, Rose, 84 years old, a very recent widow and now in the midst of needing to make a major change in her life by leaving her home of 58 years, arrived at your store surrounded by three of her daughters, me being one of them. Her purpose was to purchase some furniture for her new home at Christopher Heights where she would be moving in on February 5th. So, time was of the essence and we had to accomplish our goal of making her new setting feel like a warm, cozy home. And we had to do this all in those few hours that Saturday. Needless, to say, we took Rotmans by storm, needing to cover several different departments and to have everything chosen, confirmed, and ordered before we left that day. You can picture, 4 women, one the size of a peanut and the others hovering around her and making suggestions, and trying to help the lady of the day, who by the way is also legally blind, to "see" the pieces we were showing her. Now for the best part of our day.....Jennifer LaSala becomes our angel of the shopping excursion and literally took us under her wing. She couldn't have been nicer and more respectful to our mother; she was just amazing in her compassion as we explained what we were doing there. Jennifer patiently followed us to the departments, smiled as my mother was like Goldilocks checking many, many chairs until she sat in just the right one for her! And you knew it was the right one, because a smile broke out across her face that made us all laugh! Jennifer was as excited as my mother was! At one point, Jennifer introduced us to Tim Brosnihan who became our prince for the day! How kind he was to my mother and again, the word of the day was respectful. He made sure that he got a step stool for her to try out her mattress so she could find just the perfect one. Here, I think she felt like the Princess and the Pea as she climbed up! It was a long day for a little woman who was going through some pretty tough emotional things, and Jennifer and Tim made the day a total pleasure. What struck my sisters and myself was their compassion and kindness towards our mother, they were amazing, and you need to know that. As a result, when we left that day, we all said that if we ever needed anything for our homes, we would go to Rotmans and we have told everyone we know about our wonderful experience at your store. By the way, Rose loves her new furniture and please tell Jennifer that her chair is her favorite spot! Thanks to both Jennifer and Tim from the four of us! Rose, Sharon, Jill, and Lisa – Shrewsbury, MA

To Whom It May Concern at Rotmans, I sent an e-mail and received your prompt auto-response which I greatly appreciated, then I was promptly and surprisingly called at home by one of your employees - Jennifer Germain. She spent quite some time on the phone with me and we arranged to meet at the store today to look at the possible selections for my Mom. I was extremely pleased with her professionalism and compassion over my situation. My mom has Alzheimer's disease and has just recently been moved to a nursing home which has been a difficult emotional thing for me and my siblings. Jennifer was compassionate and never pushy. She offered all kinds of answers to my concerns and questions and will also speak with someone else regarding a concern I had that she could not answer and will call me back. I felt secure and I trusted her and bought a power-lift recliner for mom with her compassionate manner. I feel that when a salesperson is superior and not just about the sales, I want to commend them and let their superiors know. So, I hope that you in the higher echelons of the company are treating Jennifer Germain well and giving her incentives to stay with you. I am a high school teacher and I know what it is like to be taken for granted -I usually only hear the negative or the problems or what I am NOT doing. I trust that you will "take care" of Jennifer so that she stays with your company and PLEASE let her know about this communication. It will give her incentive to continue her job the way SHE does it. Because of Jennifer, I had an extremely satisfying and positive experience with Rotmans and I will definitely return. Thank you , sincerely yours, Grace – Milford, MA

I would like to inform you of how happy we have been with two of your delivery team. The Publick House has been requesting John and Tim because they do an excellent job. John came one time with a couch that was too big to fit into the room we bought it for. He measured the hallway and told me what size that we should buy. When they came to delivery the couches they helped us move out the old ones and moved them all without a scratch. They joked that they are the Publick House delivery guys because we always request them. We do request because they do such an excellent job. So good that I thought of delaying our Saturday delivery because I thought that we would not get them on a weekend. As a general manager of a hotel I understand how important that your employees understand customer service. Tim and John provide excellent customer service. We will continue to request John and Tim for all deliveries made to the Publick House. These guys are true assets to your company. Sincerely, Michael – Sturbridge, MA

Dear Mr. Rotman, I wanted to let you know I used your design a room consultant and manager Sheryl, and what a great experience I had. She is excellent at her job. She had the diagrams of my home, and had a pretty good idea of what I wanted and needed. She also has the patience of a Saint. But with your Tax free weekend and incentives I was able to redecorate 2 rooms. And she is wonderful to work with and we will be contacting her with more projects we are working on. Just wanted to let you know it was a pleasure doing business at Rotmans and I will tell our friends what a great place and experience we had. Sincerely, Fran – Auburn, MA

Dear Mr. Carron, Please forgive the lateness of this email, as it should have been written on the day above, but alas, we all get busy, and things unfortunately get put aside. I would like to tell you about my shopping experience with Rotmans, beginning with my original phone call during the week of August 16th. I'd been "pre-telephone" shopping for a recliner and had been calling for quotes as most people do, I'm sure, with some major and some minor stores, chains stores, and small family run stores. Along with the small, one-man manned stores, I called the "big-name, commercial-on-tv" stores like Bob's, Bernie and Phyl's, and Jordan's. Rotmans was also on my list of stores to call. Danielle took my call, and I cannot even begin to describe the level of customer service she provided me. I am what you could politely call "big" woman, and I was concerned about the sturdiness of some of your product. She not only did the research necessary to comfort me in that aspect, she also got dimensions of chairs for me because she had beforehand asked me my height and did not want me dwarfed by a huge chair where my feet couldn't even touch the ground (I'm 5'3"). I had called from my son's house in Maine, where I was visiting, and she did this and called me back within minutes, not hours, not days, not weeks!!! I was on my way home about six days later, and I was almost going to be going right by Rotmans, so I decided to stop in on that Sunday, the 22nd, to look at your recliners and see what you had and if there was anything I liked. Just on the off chance I stopped at the front desk and asked if Danielle was there, and amazingly, she was going to be coming in very shortly. Now mind you, she wasn't expecting me, heck, I didn't know I was stopping myself. I told the lady at the front desk where I was going to be, and when Danielle came in, she came looking for me, which I thought was totally awesome!! She was GREAT!! She answered all my questions, she brought me down to the recliner section (I had been looking at something else), and she let me loose. I need to sit in a recliner to see if it "fit" me. I ended up sitting in MOST of your recliners, until I found the EXACT one I was comfortable in, and then Danielle checked to make sure it was a good fit for me. She was SO patient; I can't even imagine dealing with anyone else ever again. She explained all the warranty information, she told me about the tax-free weekend extension; she explained that because I wanted a different color, it would take extra time, there was NOTHING she didn't cover. Her smile was so contagious. I can't compare what service she gave me in the first five minutes we spoke to just the telephone service (or should I say, lack of service) I got from ANY of the other stores I called. Their customer service agents could take a definite lesson from her. I don't know about the rest of the staff at Rotmans, but if they are HALF as pleasant as Danielle, you guys must be going through the ROOF!!! KUDOS to you for having her on your staff, and God help you if she ever leaves!! Thanks for one of the most pleasurable purchasing experiences I have ever had. Sincerely, Sue – Webster, MA

To Whom It May Concern,
This letter is to let Rotmans, its employees, and staff know how much we appreciate all that the company did for our family to keep us not only as a valuable customer, but a satisfied and safe one as well. Our family purchased a living room set that consisted of a sofa, loveseat, chair and ottoman last August. We absolutely loved the set and couldn't have been happier. Unfortunately the decorative nail heads on the furniture fell off on more than one occasion. After two different visits by the repair person, the nail heads continued to fall off, much to our disappointment. We enjoyed the furniture but could not have the small nails on the floor with our two children under four years old and another little one soon to be crawling on the floor as well. I called Rotmans customer service the third time that the nails fell off and spoke with Gina in customer service. Gina was extremely professional and courteous to me, a concerned mother. She promised a return phone call the next day with an answer as to what to do as the problem with the furniture persisted. The next day she called as promised, explaining she did not have an answer but would call the next day. I greatly appreciated her honesty that she didn’t have an answer and her willingness to call an unhappy customer (at the time) to keep me informed. The next day she called as promised, and informed me that there was indeed a safety issue that was not our fault and should not be our problem. She continued to inform me that when it was convenient for our family we could come back to Rotmans and pick out new furniture with a store credit from the furniture that was defective in our home. She even went so far as to offer to have the company come the next day to pickup our furniture to get it out of the house, or to have it picked up when the new furniture was delivered. My husband and I were on our way to celebrate our wedding anniversary when we received the call from Gina and could not have been more pleased. Instead of dinner, we went to Rotmans and were politely and honestly helped by Scott Mellen. He was extremely knowledgeable and willing to allow my husband and I time to look on our own, yet around when we needed his expertise. I wanted to thank all the employees at Rotmans who made this experience what it was. We were unhappy customers until the Rotmans employees, including but not limited to Gina (in customer service), Scott, and the delivery crew went out of their way to make sure we were not only happy but a safe family. Thank you for making our family feel like we were important and matter to such a large company. We will proudly share our story of how Rotmans made things right for us. Sincerely, Heather – Paxton, MA

I just took delivery of several items and want to let you know the two men who delivered my furniture to my third floor condo were awesome—professional, pleasant and thoughtful. There were a few tough spots to get the items up here and they did so creatively with smiles on their faces and willingness to make it work. I hope you will forward this message to their supervisor(s) and company owners along with my thanks. I am a very satisfied customer and will spread the good word about Rotmans. In addition, the salesman who worked with me was a rock star too, so thanks and kudos all around. Stephanie - Brighton, MA

I wanted to email you to thank Deb Kuczinski for the wonderful service I had yesterday. I came in to purchase a recliner and had just left a competitor where I had a bad experience, but did not tell Deb this. As I was looking around, we chatted and told her that I was purchasing it for my husband who recently had surgery and needed a more comfortable place to sit than the couch. The next available delivery date was next Tuesday, I purchased the recliner and mentioned to Deb, if for some reason a Saturday delivery came available to please contact me. Deb called me about 2 hours later to tell me that she had contacted the warehouse and was working to get me a delivery for this morning. At 9am, the recliner arrived at my house!! My husband loves it and is resting very comfortably in it. Deb truly knows the meaning of customer service. I would also like to mention, that one of the delivery men was conscientious enough to notice my cat's food bowl and inquired if they needed to be careful to not let her out. THANK YOU and your wonderful staff for a very pleasant shopping experience. I will be back. Sincerely, Karla B.

I wanted to send an acknowledgment of the fine sales and service that Kathy Sowyrda provided on our recent purchase. Her professionalism certainly showed during our shopping experience, her attention to details and assistance helping choose items that would work with our decor and that we would be happy with for years to come. She certainly presents an excellent image and representation for Rotmans and we would be happy to recommend her to our friends. Gary & Cheri W.

Good Afternoon- I just wanted to thank you for the great service I received yesterday. I was in shortly before closing, picked out a sectional and was able to order and pay in just a matter of minutes. Earlier in the day I foolishly went to one of the large local chains, wasted almost 2 hours and wasn't told until after I paid that the item wasn't available for over a month. I could go on and on about how long it took to void the transaction and get my money back but won't waste your time. I just wanted to let you know I "learned my lesson" and will not be fooled by alleged "bargains" again. Although the item I bought cost slightly more, it is worth it to get the better service. I will definitely recommend your store to my friends. Thank you again, Tara