I just wanted to say that the two gentlemen (George and Terris) that delivered my my new couch were awesome. Super polite helped move everything into the correct spots. Would highly recommend them to others Alicia C. - Brookfield, MA
My husband & I will continue to be loyal customers of Rotmans. They have great selections of quality furniture. Their customer service staff, the sales reps, carpet installers and the delivery guys were all very professional. We are very pleased with our purchases and wish to commend them all for a job well done! :) Jan & Tim - Winchendon, MA
Last weekend we purchased a sectional and had the pleasure of meeting Brian Healey. He was so helpful without pressuring us. We have always loved shopping at Rotmans, but this experience was by far the best....He's a great Employee!! Carolyn P - Fitchburg, MA
I had carpeting installed on Wednesday by the most professional men. They took great pride in their work, I watched as they consulted each other on any cuts that had to be made. They trimmed small pieces that I couldn't even see. I've always had great luck with Rotman's carpeting but these installers had to be the best I'd ever seen. Excellent job. Thank you. Christine M - Sterling, MA
I could not find a way to send a review of customer service at the Worcester store. Melissa was fantastic I had given my current address to find a king bed I had purchased 13 years ago, she asked about my address then and there was the purchase. She was able to give me all the manufacturer info which was great. Then she also recognized a part number associated with the sale that was exactly what I was missing! I thought I would never be able to fix my beautiful bed but thanks to one smart customer service rep she took care of me. I can say enough about her and Tony who found the part. Due specifically to their customer service I will not hesitate to use Rotmans in the future and recommend them thank again! Sincerely -Gary L.
Chris B. could not have been any more friendly to courteous to us. – He made the entire sales process a relaxing and smooth process. – We really appreciate the outstanding sales assistance he provided to us. – This was our first time to Rotmans. You have new customer for a long time to come!!! -Richard K.
I would like to commend Jerrahn in customer service who assisted me with my chest. He was professional, charismatic, efficient and ensured I was taken care of by going above and beyond. I hope Rotmans understands how fortunate they are to have Jerrahn in their employ and take the time to commend him for all he does. His service ensures I'll return to Rotmans over and over. Sincerely RS - Worcester, MA
Went to Rotmans first week of September and bought a sofa and love seat. It was during Labor Day weekend sale and the sales associate Brian H. Was great! Let us browse at our leisure but was there any time we had a question. Couch and sofa were delivered quickly and guys were extremely courteous and professional.
A few weeks after delivery, I realized my love seat was broken along the frame. We had only sat in it once or twice and it was creaky but hadn't noticed the break. Called Rotmans in a panic thinking this was going to be such a hassle and was so bummed I didn't notice it sooner. The customer service center was AMAZING! The woman on the phone was so friendly and empathetic. She said it was no problem and could get someone there right away to swap it out with a new one. I couldn't believe it! No hassle at all. New piece was delivered this morning and the two guys again were awesome! This is my first purchase at Rotmans but will certainly be the first of many. Service level here was outstanding. Thanks so much for a great experience!
Today we heard from customer Paul L. who described his salesperson Linda Shays as “awesome”. He said that he kept changing his mind, but that she walked all over the store with him helping him to make his final decision. He said that he will always make his future purchases at Rotmans, and will ask for Linda.
Hello. i just purchased 2 items at your store and my salesman, Leo was incredibly nice and helpful. He didn't pressure me. And then at the check out Christine walked me through the finance part of my purchases. She was awesome. Professional and kind and a great sense of humor. Your company should be proud to have them on your team. They both are the reason I purchased at Rotmans. My intention was to see the deals you promoted and then hit the other big dealers to shop for the best, but because of the two persons I've mentioned, I didn't have to go any further. I felt the need to let you know. Thank you. Jon LeBlanc - Worcester, MA
I would like someone to know that the gentlemen who delivered our furniture today were two of the most polite delivery people I have ever met. They are very customer service oriented. Please pass this along to their manager. I can't remember their names but I'm sure you can look up in your records who delivered in Woodstock, CT on July 30. Thank you, Paula McNerney
Thanks Joe, The furniture arrived yesterday and it looks great. Thanks for your help, you are very efficient! Cynthia A. – Stow, MA
Just a quick thank you for a job well done regarding last weekend’s carpet installation. The men (Scott & Kyle) were on time, very fussy to detail and left our home spotless. A word of thanks also to Tom O’Connor for his assistance - Looks Great! James C – Sterling, MA
To Whom It May concern - Loretta Nault's floor or HR manager, I cannot say how much I appreciated Loretta's honesty in helping me with a mattress selection. She answered all my questions, gave me quotes, sympathized with my problems at Sleepy's but did not try to sell me anything. She was a wonderful resource in helping a customer. I did return to Sleepy's and left without satisfaction. I returned to Rotmans specifically because of Loretta's honesty. I bought the mattress that she thought best suited my requirements. She even tried to defer my delivery fee which was very nice. When it comes time for performance reviews, I hope Loretta gets five stars. She deserves it. Rotman's is lucky to have her. Elinor K (NORA) – Worcester, MA
Joe, Thank you for spending all that time with me and my friend Mary two weeks ago. Cannot wait to get my new couch. I will definitely be back and ask for you. You are wonderful. Patricia A. – Hudson, MA
The gentleman came and put in 4 rooms of carpet for us I just wanted to call you to tell you what a wonderful job they did. They worked so hard in the heat they just kept working till they were done. Every room is awesome; they also did the closets and the stairs. They were polite; it was an incredibly good experience and I wanted to thank you very much and let you know how pleased we were with your installers. They just worked so hard and they’d only take water, they were so amazing. We are so pleased with the carpet but are also pleased with the ease of the installation. Diana C – Jefferson, MA
I feel obliged and compelled to write this email on behalf of Deb Kuczinski, Living Room Sales Manager.
I want to preface it first, by saying that I have been a Rotmans customer for over 35 years. My friends and family call my home "The House of Rotmans". Practically every piece of furniture is from your store, bedroom sets, dining room sets, Office, mattresses and living room sets which I have bought and replaced over the years. My current living room set, from Rotmans, is still functional but faded after 15 or more years. I knew it was time to replace it so naturally I went to Rotman's. However, this time, my timing was off. My husband has had serious medical issues and was in the midst of one when I selected my furniture. He is quite handicapped and on a walker. Sad to say, he almost fell out of the chair I purchased. I went back right away, informed the sales person, Maria, who was very compassionate and understanding and she waited patiently while I selected something else. As it turned out, in haste, I practically picked out the same thing. I tried to cancel the order over the phone but was told that because it was special ordered and time had passed I could not get my deposit back which amounted to $618. I asked if I could speak to her manager and Maria had Deb call me. We set up a meeting.
I had just come from the hospital where my husband was still a patient. The first thing Deb did was ask about my husband and she listened patiently as I told her everything that has been going on. I could tell she was really listening. Then she told me that unfortunately because it was a special order there really wasn't anything she could do for me. We talked some more. She seemed to understand what I was going through and why I made such poor decisions. She then said that her goal was to work with me and that she did. She said that she would do some research and would call me the next day. She told me to go home, get some rest, and try not to worry. She would try to find a workable solution.
She called me as promised and gave me two options. What impressed me the most was that she said there was no need for me to make a choice right now, think about it and call me tomorrow. I must say it was the best night sleep I've had in months. When I called her with my decision, I was pleasantly surprised with the outcome. Somehow she had worked it out so that I would not lose my deposit and that Rotman's would take my initial living room set back. She told me to take my time and come back when things settle down and pick something out.
I thought the days of old fashion customer service was gone and it is in most places. Thankfully you have a woman in Deb, who still values a loyal customer, and tries her best to meet their needs. What is unique about her is that she listens, truly listens. And when she sees a need she does all she can to resolve the issue. If you have an employee of the month/year award it should go to Deb. And yes, I will be back to Rotman's in the near future. I have shared this information with my friends and family and all do business with Rotmans and will continue to do so now with more respect. They will ask for Deb K. Shirley B. – Leicester, MA
After customers checked out at the front desk, they had this to say: Joe (Cristo) is extremely knowledgeable and they appreciated his honesty. He didn’t rush them and spent a lot of time helping them. They were very pleased with the service they received from everyone here. Mr. & Mrs. A – Fitchburg, MA
Gentlemen, this is just a note to let you know that Paul Thibeault did an excellent job at installing the T.V. we purchased at Rotmans. He was prompt, courteous and very efficient and I would not hesitate to recommend him to others. I do not have his address, but would ask that you forward a copy of this letter to him. Charles A. G. – Leominster, MA
Dear Mister Rotman, I am pleased to write to you about your employee, KYLE BOURQUE. In January, 2015, I purchased two Ashley bookcases (# 275520724) from your store. Becky Goodall, the woman who waited on me was very professional as she walked me through the selections and she saw to it that I received the bookcases in good order. I returned to your store on March 23, 2015, "prompted" by your advertisement in the Sunday Telegram. As Ms. Goodall was not in, I was referred to Mister Bourque. I was told that he would assist me and that he would share the sales person's "consideration" with the absent co-worker. In fact, on the Invoice, he is listed but as SP #2, even though it was he who did the necessary work on that day. (I do not question store policy. I had asked for the January sales person, the only employee I knew by name.)
So, with this being said, the reason for this letter is to commend Kyle Bourque. He attended to my order professionally, as I would expect from someone employed at Rotman's. But, more-importantly, he handled my order as if I had requested his attention when I came into the store, as if I were one of his repeat customers. He listened to my needs (one bookcase to match the others). He brought up my previous order on the computer to verify the product, was able to find a matching bookcase in stock, and arranged for delivery on March 26, 2015 (which took place at 9:00 A.M. today.)
Yes, these are attributes which you expect of all of your employees, which is all the more reason to write to you to be certain that you know that in this encounter this man has lived up to my/your expectations: he served you well in serving this customer who is well-pleased. On previous visits to Rotman's, I have never had any reasons to fault the service, whether I bought or not. I felt that as the person whose name is on the door, you should hear my satisfied story. If you feel that it is appropriate, please inform Mister Bourque of my positive story. If such records are kept, I would appreciate it if my letter were noted in his employee record. Thank you for taking the time to read this letter and to appreciate a satisfied customer's remarks.
P.S.: The delivery men, Augusto and Harley, did their job well. They came during the appointed time; placed the book case where I requested and went on their way. I have telephoned to let the delivery department know. Sincerely yours, Lee F. B. - Worcester, MA
Hi Rob (Allison), I just wanted to Thank You again for all your help & knowledge. We are scheduled for this Friday delivery!! I'm so excited, its Andy's birthday & it will be a huge surprise for him. Thanks again Rob. It was a pleasure. Renee B – Townsend, MA
Dave (Rotman) was working with customers on Saturday when they told him that they had just made a purchase in the living room department and that their sales person, Shane (Keefe), was the best sales person they ever had. He was patient and not pushy, he knew the product very well, and he led them to exactly what they needed. Anthony & Taj Marie A. – Hyde Park, MA
My new kitchen floor is gorgeous and the installers ( Mark & Craig) were really terrific, very detail oriented, careful and cleaned up. I give them both a thumbs up! Lydia B. – North Grafton, MA
Hi Linda (Shays) - This is Amanda, Marianne's daughter. My boyfriend and I just wanted to say thank you for all your help with picking out a bedroom set. The set was delivered on Saturday and we absolutely love it!! Thanks again! Amanda and Travis – Thompson, CT
Just got a call from Chris Nelson, we just delivered to his fianc?. He couldn’t say enough about the delivery guys because they couldn’t get the truck up Crown Street and had to carry the sofa a ‘city block’ to make the delivery. He was very happy and wanted us to pass this along. Chris & Stephanie – Worcester, MA
Janet, the daughter of customer Lorice L. called and asked us to tell Becky Goodall’s manager how EXCEPTIONAL she was. She went out of her way to accommodate her Mothers needs and it is greatly appreciated. Janet – Worcester, MA
Hi Linda (Shays) - Just wanted to say thank you again for all your help when I came in to buy my strange assortment of stuff!! Also for helping my daughter and her boyfriend, they did appreciate it. It was nice catching up about all the old times, time sure has flown! Stay safe and warm! Regards, Marianne G. – Thompson, CT
Tim was superior - very helpful. Educated us with quality. Tamara - Worcester, MA
Sales person Kyle was very outstanding! He took plenty of time with us and more than answered our questions. Peter
Have looked everywhere for chairs to match our dining table, but have not found anything…until today. Chris Bourque assisted us and we couldn’t have been happier. He was efficient, helpful and very nice. Thank you Chris. Althea – Northboro, MA
Our salesperson, Kyle, went above and beyond to finalize the sale. Dana – Shrewsbury, MA
Joe Cristo helped me select a sofa and loveseat along with the fabric – he was great. Linda – West Boylston, MA
Tom O’Connor was very helpful and gracious. Thanks Tom! Rachelle – Stow, MA
Jamie Bowlin was outstanding! He was a huge help, very informative, patient and helped us get the best rug for our needs. Scott – Webster, MA
Hi Chris, I want to thank you for your quick responses and all the information you gave today. We are very excited about the table and appreciate all the help you and Bruce provided. I will be sure to be in touch again in a few weeks to get a better sense of the date. Thanks again for all the help!! Anne – Medford, MA
Barbara Kane was awesome! She knew exactly what we needed even though we did not. Debbie – Shrewsbury, MA
Charlie Bryan was very helpful. He did not pressure me to purchase anything, which I very much appreciated. Cynthia – Gardner, MA
Alan did a phenomenal job working with me today. Professional and understanding during a rough period of my life. Rotmans for life! Natasha
We were very impressed about the knowledge of our salesman, Joe Cristo. He found exactly what we wanted. Marilyn – West Boylston, MA
Bruce Barter was excellent, spent a lot of time with us. Enid – Westborough, MA
Danielle is very thorough and knowledgeable. She was very patient in helping me and in answering questions. B.K. – Worcester, MA
Chris Bourque is a credit to your business – professional, thorough, patient and knowledgeable. Outstanding!! Chris
Theo Chapman took excellent care of us. He was professional, courteous, and answered all of our questions. Excellent customer service! Des & Colleen – Millbury, MA
Ray, from bedrooms, was fantastic! He was so helpful and very much enjoyed working with him…will recommend him to everyone! Thanks!
Shane Keefe was a great sales associate. He didn’t hover over me…he offered assistance and didn’t push me into anything I didn’t want or need. Exceptional personality and an asset to your store. Kudos!!
Kyle Bourque was a very professional and patient man. Would recommend him to anyone. Well done!! Chris – Worcester, MA
Our salesman George Moccia was outstanding. My elderly father need a bed ASAP and he made that happen. Great guy. Dan – Southbridge, MA
Becky Goodall was our sales associate and she was excellent. She helped us with questions about leather furniture. She was never pushy, very pleasant. Peter & Lesley – Shrewsbury, MA
Our salesman, Leo Hoffman was most attentive and well informed. No less appreciated were the efforts of the clerks and the deliverers. Anthony
Maria Langton was very helpful. I would come back and shop again. Shane – Dayville, CT
Maria and Nancy were awesome. I couldn’t make a definitive decision on what we needed and those two ladies were so patient and helpful. Cynthia – Holden, MA
Kathy Sowyrda helped us with our purchase. She was incredibly helpful, friendly and knowledgeable. So nice shopping here. The billing department is exceptional as well. Tracy – Northborough, MA
More than satisfied – very helpful and more than accommodating. Love this store. Dale – Auburn, MA
Kyle was so helpful and patient. He listened to all our need and helped us to find the perfect couch! Lisa – Framingham, MA
We came to furnish an entire bonus room and got it all here, even the Sony TV. Brian Healy was so helpful and knowledgeable about everything. Wonderful experience. Jason – Charlton, MA
We are regular customers! We recently purchased sofa, chair, artwork, carpeting and a kitchen set...always satisfied. Cindy H. – West Boylston, MA
I am extremely pleased with Linda’s selections and her following through with everything from the purchase to the delivery. The furniture is beautiful and perfect in the room. “You did a great job with the color and style. I love them all.” Thank you. Joan C – Worcester, MA
Rather than a complaint, I have a commendation. Prior to Christmas, I purchased a Stressless chair from a sales associate, Kathy Sowyrda. While I made the purchase in early November, I didn't want to pick up the chair until Christmas as it was a present for my husband. Kathy was extremely helpful in keeping the secret, arranging the pick-up date, organizing the assembly to preserve my warranty. She made the process easy and everything worked beautifully. The gift was a huge success. Jill R – Worcester, MA
Customer stated Chris and Donna in dining rooms were “awesome” to work with, and wanted to report this to the “non-complaint department”. John P.
My wife and I recently went to the store in search of a Persian rug. The sales person in the carpet area immediately began to assist us. We finally found the perfect rug however; it was too small. Within a few minutes a larger rug was ordered. I was assured the rug would be delivered before Christmas. December 14th the carpet arrived and we are extremely happy. I cannot thank the sales person enough for all his help. We live in Connecticut and would never hesitate to return back. Thanks again. Tim C. – Windham, CT
We just had a customer call us about her delivery this morning. She was pleased that they delivered her furniture even with the weather conditions. She said the drivers, Brian and John, were clean, courteous, and very professional. She also mentioned that Nancy was great! She was extremely happy with everything she purchased and will be back to do more shopping. Mrs. Ronald H. – Leicester, MA
From start to finish it was a nice experience. Deb K. and Linda S. were amazing, pleasant, and very nice. The delivery guys, Abimael B. and Gus V., went above and beyond and were very nice. Jack & Debbi M, Boxborough, MA
I am writing to express my appreciation for the excellent service I recently received from your customer service representative Ricky. I called very frustrated with a problem that a previous associate at Rotmans had told me they could not help me with, and directed me to a service company, that was equally not helpful. I called Rotmans back, very upset, and got Ricky. He promptly and professionally handled my concern. He remembered me when I called back a few days later, and he followed up when he said he would, AND he made sure my concern was resolved. In this day and age, I often find customer service is a thing of the past. As a result of Ricky's excellent attention to my problem, I will not hesitate to come to Rotmans again for purchases, and I will recommend it to my friends. I hope you value this wonderful employee. Cheryl P. – Douglas, MA
Just a quick note: our new carpet was just installed and we couldn't be happier. The installers were professional and very good at their job. Another satisfied customer! Thank you. Henry L. – Auburn, MA
Jean and I would like to compliment Rotmans on the sales and staff personnel that you employ. During our 2 visits, we did not encounter a single employee that did not greet us with a smile and acted as if they enjoyed working for your store. In particular, Nancy Renaud exemplifies interpersonal abilities and sales expertise that we expect from a first-rate sales person. During my initial call and visits inquiring about Rotmans and, in particular Ekornes and other seating options, she qualified us by listening and responding with well-informed product knowledge, and assisted us in arriving at a buying decision that is best for us. She is worth the drive from Harvard Square to Worcester. Ms. Renaud’s primary competition for our purchase was an interior designer at the Boston Design Center (primarily Baker and Henredon lines) and Circle Furniture who also sells Ekornes at the same prices and special offers – and is located within a half a mile from our home in Cambridge.
To assess Rotmans inventory for future purchases, we appreciated both the breadth and depth of your product lines. During our walk through your store, we were both impressed and appreciative that your sales persons, throughout the store, were congenial, willing to help, and informative.
Our compliments especially include the customer service skills of the front desk. Entering the store, the staff made us feel as if they appreciated that we were shopping in their store. From our initial phone inquiry, through expediting the final sales contract and receipt, and delivery options, each front desk person exemplified congeniality and gracious assistance. Cordially, Michael and Jean P. – Cambridge, MA
Your repair man Terry, did a first class job Friday of getting rid of the squeak in our love seat. We were very impressed with his professionalism and are now cheerleaders for Rotmans. Thank you. John & Mary Lou B. – Longmeadow, MA
Brian was awesome! I would prefer to buy everything here with him Jeanne M. – Atkinson, NH
Kyle was very helpful and delightful! Atwood A. – Worcester, MA
Customer called and left a message to say how happy she and her husband are with the carpet they purchased from Rotmans. The specifically wanted to thank Marvin for facilitating the whole process, they really appreciated it. They are very pleased with everything. Bruce & Lois R.
Customer reported over the phone how “very impressed and grateful” she has been working with Becky and Kyle. She stated she “appreciates” them taking the time to answer her many questions and said they have been very “calm and good at explaining things” to her. She also appreciated the time and attention they have given her over the holiday weekend. Joan C.
Good morning, just wanted to share some positive feedback about our Rotman’s delivery this week. The guys were great A , they were reliable, polite, neat as a pin and most importantly no damages to the condo! I could tell you stories of deliveries we’ve had this month that would make your hair curl! Make sure the higher ups are aware of what I stellar job your guys did! FYI, after our 1st visit when we purchased the desk, chair & table we came back again last week and purchased a chair, the sales lady bent over backwards and made an extra effort to make sure the chair was added on to our delivery this week. Thanks again to everybody we dealt with for our purchases & delivery! Have a great day! Diane S. - Westborough, MA
Hello, my husband and I came in this Saturday morning for the tax-free event. We were pleasantly surprised by the quality of the customer service that we received while in the store. We drove all the way from Cambridge because of the prices, but I would return because of your employees. From the two women cleaning the glass doors when we entered a little passed 8 am all the way through to the cashier who was extremely personable and helpful with our 3 separate tickets, every interaction was friendly and polite. I especially want to mention Tim in the mattresses who took the time to share his expertise with my husband and me. We probably tried 6 different beds, and Tim answered our questions about each one. He easily guided us through the selection process without being overly pushy! He even walked us over to the section where the bed frame we had selected was displayed so we could see it and so he could order the correct size of box spring.
It is easy to say that Tim went above and beyond. I also want to mention Ken in the bedroom department. I didn’t interact much with him myself, but my husband spent a while on Friday night pre-selecting bed frames over the phone. He said that Ken was extremely helpful. The shopping experience was so easy and pleasurable that I wanted to make absolutely certain to let every person on your staff know that they did a great job on Saturday. I can imagine it was a stressful weekend for your entire store but we didn’t feel that at all. Congratulations on an amazing customer service achievement! 100% happy here! We will be back when we need some new furniture. Thanks so much! Jean and Daniel H.
Heidi received a call from a customer who wanted to thank us for our help in fixing the problem with his bed. He called asking for help in reducing the height of his bed as a current medical issue was causing him to fall out of it frequently. He already had a low-profile foundation but was still looking for a shorter option. He wanted to thank Gina and Paul for thinking of and researching the slat-roll option and also for c