Mills , should pay attention. From their arrogant sales manager in Concord NH, to the poorly crafted furniture to their abysmal delivery service and customer service, it is shameful to charge what they do for what they offer. It is a bunch of smoke and mirrors.
I have purchased over $10,000 of furniture from Pompanoosuc. every piece was either missing key parts, which were standard items listed in their catalog, on their web site and as shown on display in their showroom.
They had to repair every piece in some way, including a piece purchased two years ago where the drawers started banging into each other , because the hardware( sliders) are so cheap and the craftsmanship is poor. The delivery men pointed out to us that they could not understand why the individual pieces were so poorly made. That they had been with the company for years and encouraged us to send them back and speak with headquarters .
The delivery schedule on three occasions over the past two months has been schizophrenic and rude, not even equal to bad cable company scheduling. They only deliver on Saturdays in our area, which is fine. But, I work every other weekend, so we try to be considerate of time when there is a free weekend . Pompanoosuc scheduled between 1-4p. They called at 2:30, stated they would be late arriving at 5p. At 5p, they called stated that even though they were only 15 minutes away, they were heading north an hour away for another delivery and would arrive at 9P. At 9p they called stated that they had exceeded the allotted number of hours to drive in a day and that the delivery would have to be rescheduled.
This morning I received a call from Daniel with a British accent from Pompanoosuc Headquarters to reschedule for next Saturday between 12-3p. Not a word about the aforementioned .
This is the third such similar experience. Having moved and delivered furniture as a full time job for 5 years, I have awareness of scheduling conflicts, delivery times and customer satisfaction.
Anyone can have bad day. There are always opportunities for improvement and certainly a need for service recovery, particularly when things don't work out on multiple occasions.
I am not in a position to advise Pompanoosuc how to run their business or to scrutinize their leadership in a meaningful way.
However, I am in a position to let others know, that their furniture is poorly made, not worth the money or time to order it or have it their homes. Lastly, that the store manager in Concord NH deserves an A grade for Arrogance.
Lastly, my experience maybe an N = 1 with no statistical significance. But, I am a monkey's uncle if our experience is a complete outlier.
My bet, is that Pompanoosuc has some real internal issues on several levels.
There is a lot of quality furniture and competition out there. I am grateful and recognize how fortunate we are to be able to consider and purchase furniture and try to remain grounded, rather than drifting into the realm of an entitled consumer.
From my point of view, Pompanoosuc has or is in a position of entitlement and disrespect and a shameful representation , at least currently, of a local Vermont Furniture company.
Maybe once was a different organization or they simply cant create and deliver consistently. read more
