Pathetic customer service

Hi SR,

Our call dropped. I was trying to say, it's all good and well they say it can be delivered tomorrow. I would need it first thing in the morning as I have to be in office and so does my wife. I was at home Monday and she was at home today and yesterday for the delivery. My dad has a doctor's appointment at 11am, the contractor needs to start work promptly at 8, so I'm sure you can see why it is important that the delivery has to be done first thing in the morning. Also I don't think that is unreasonable as we already beyond the 5 days it should take to deliver and I believe that based on all these factors our delivery should be first priority.

Hi SR,

The reason I'm informing you is to pass the message on to the branch manager as if they come and no one is home this is only going to cause me more inconvenience, set the work that is supposed to be done even further back and result in even more issues as I'm going to be told that I have to reschedule a delivery that is already out of the SLA. I do not see why I should be inconvenienced any more than I already have. Of anything, the inconvenience needs to be on the company and stores side. I have to insist on the delivery being done early the morning. I don't mind if you have to speak to the branch manager or I do myself but I am trying to avoid an incident of them coming when no one is home.

I really think that I have been patient and polite up until this point and cannot accommodate a delivery that is out of SLA and coming late and possibly when no one is available after we have made arrangements the whole week already for someone to be available for a delivery that never came.

Thank you SR, if you could please advise on what the manager says as I'm going to need some form of assurances.

Thank you. We even willing to wait for it if it can be done this evening.

I will await your update.

Hi SR,

I have not been contacted by the courier, the despatch or anyone with any update. I would just like to reiterate that my dad has an 11am doctor's appointment which means he will leave at after 10 to make it on time.

If this is not going to be delivered before then, delivery is missed or I am told to reschedule, I am going to insist on a refund and I will take my business elsewhere and even pay more at another business.

Hi SR,

So a guy from dispatch called me about the delivery, I then informed him that my wife and I are both in office and my dad said that they would try to deliver before then but he doubts that they would make it.

This is exactly the situation I said was going to play out that I was trying to avoid yesterday. So now, we are on Day 6, still not having received the delivery, another day lost that the contractor is there with their workers not able to do the work. A whole week lost and setback in terms of all the work we still need to do and cannot do due to the floor in the carport needing to be completed first so that we can move things that are in the garage over to then commence on the work there.

Do you see how this affects us? There seems to be no empathy or even real remorse from Builders side. No, one is even responding to this anymore, no more calls just nothing. This is truly some of the worst customer service I have seen.

My question is now, what happens should they come do the delivery and no one is home? What happens now? Because I am not willing to wait any longer. It is already a day over the 2-5 days. We have waited long enough.

Hi SR,

Yes, thank you for the assistance. I was called earlier by the driver as he was at our house and there was no one home at the time based on what I said earlier. During our conversation he said it would probably be delivered tomorrow or the next day, he cannot say. Obviously I was not ok with that and explained why. He then put the phone down on me while I was still explaining. But I am not happy about that at all, as I was not rude, I did not swear or even raise my voice at him. The dispatch manager advised that they would have a word with him about it and I sincerely hope that is the case as if you are working with customers, customer service is one of the most important things to always look after.

We had to call the barber to ask him to go over to accept the delivery as we never had any other alternative. But it was delivered in the end.

Thank you for your assistance and I hope through this experience, processes will be improved so that others do not have to go through the same experience I went through.