I truly empathize with the furniture customers who have posted complaints against Robinson-May to this site. Admittedly, I have not been egregiously wronged by Robinson-May, and in fact, when shopping for kitchen gadgetry and appliances, I have always received exemplary service. However, since trying to shop for a couch there, I have noticed quite a difference in the way the two departments operate.
First of all, I feel that there is subtle reverse racial discrimination being practiced. I have been trying to get information on a couch since March 27. My first attempt was in person. The salespersons are either too busy with other customers or too busy conversing with each other. The second attempt was about ten days later over the phone. The woman was pleasant enough. She told me the couch had been discontinued in that color, but that she would call two other stores and then call me within the hour. Since she failed to return the call, I decided to drive down to the store the next day. I still had to wait quite some time to garner the attention of the salesperson, but when I did he was very polite. It turns out that the couch was NOT discontinued. But it also turns out that this polite salesperson was not completely forthcoming with the delivery information.
This leads to my second concern. I feel that Robinson-May furniture is deceptive in their sales practices. The tags (when you can find them) have a lot of coding, but very little consumer information about current fabric options, item availability, and delivery. The tags merely say, ask about delivery. When you can find someone to ask, the salespersons fail to mention that customer pick-up is ONLY available at a faraway warehouse in City of Industry. So for all intents and purposes, most people will have no choice but to pay the $50 fee for receipt of their furniture. Furthermore, there is no immediate mention of additional delivery charges for mountain residents.
My fourth contact was to return the fabric swatch. Again, same story about trying to find a salesperson. This time, I was helped by someone who clearly rather be serving someone else. Experiencing these vibes during 3 out of 4 contacts with Robinson-May, I can only deduce that this must be an attitude espoused, if not promulgated by corporate furniture philosophy.
Having read the postings of the other Robinson-May furniture customers, I consider myself fortunate that the San Bernardino store was so reluctant to serve me, as they have unwittingly saved me from potentially unknown sales/warranty horrors to come.
Linda
Lake Arrowhead, California
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