Roche Bobois Seattle — Local services in Seattle

Echo other one star reviews as well as including correspondence from store manager so as to let readers make their own judgment about post-order customer experience. Unfortunately this is similar to our first experience with the store several years back. This is our fourth escalation over 4 weeks and still no indication of a serious plan or timeline to deliver our in-stock furniture.

“We sincerely apologize for the delay in shipping these pieces up from San Francisco. When you placed your order, we were working with the information available at the time. But around the same time, 2 emergencies occurred at the warehouse, back to back. One was a flood which did not affect your order in any way. The pieces you reserved were being store on upper storage racks but the whole flood situation has been overwhelming for the logistics manager and operations manager who have been trying to assess what was damaged by the water for an insurance claim. The other problem was there was an employee who was supposed to be handling the shipments but was experiencing a family crisis and he stopped showing up for work. They’ve tried contacting him find out if he’s OK but no response. That said, we still owe you the furniture and I’m not trying to make excuses but we find ourselves in the same boat with you waiting for them to ship. I am currently in Florida for some regional meetings and both the logistics and operations managers are here. I will speak with them and be back to you tomorrow with what I hope is some encouraging news. We deeply appreciate the trust you gave us in furnishing your room with our beautiful products. Please understand that we are trying to do our best to get your items delivered in the timeliest manner possible. Our goal is always to have a Roche Bobois customer that is a happy customer.

Sincerely & best regards, Lyn

Lyn...

Do you want customer service ala Comcast? Great…until they get your 50% payment? Then this is where you should shop for really expensive furniture.

Edited after response from RB below (I've sent this to the email address as well): I'm happy to speak with someone at the "North America" level, but I did already take my concerns to the store manager with murmurings of "that's unfortunate" and nothing else to follow-up once we received our shipment. I would not have posted a negative review without talking to a manager.

Update on 10/6: how can I remove another star? After many emails back and forth, being asked to put everything in writing (seemingly before someone would speak with me), I got connected with a regional manager via email for whom I carved out 30 min today to speak on the phone. No call (as explicitly promised). In the last few minutes of the half hour, I sent an email saying that "mistakes can happen and emergencies come up", but getting stood up was perhaps not a great way to correct my impression that Roche Bobois provides poor customer service. In response, I got an email with this, "Let me know a time that works for you today. I have been facing a few emergencies this morning." Emergency or not, where is the apology? Just a directive for me to change my schedule and give her another time slot?...

I love this store. When you walk in, it's a cozy respite from the noisy outdoors. Chris! Is it too early in our relationship to say I ❤ you? Mom and I came in today, looking at couches, glass tables, chairs, etc. We're from La Jolla, CA where one of the first (?)Roche Bobois were present so we were already feeling at home. Mom found a beautiful "dolphin" leather/wood/chrome chair by Cedric Ragot, French industrial designer. Well worth the $6k+ including ottoman. It's really a sweet feat of fluid architecture, creating motion within the wood and outward. Or as I call it, a leather chair...