8 comments Add a comment
OK, I confess. It's been yonks since I carried any major redecoration on my flat that required retailer delivery services carting big ticket white items to the door and then up to my flat. Last time I did it was a quick and efficient process. My Bosch fridge, oven and AEG washing machine are over a decade old and still going strong thanks very much. Well... the fridge and washing machine are. The oven, not so. Not since last week when the main cavity dial busted and I found that the manufacture had gone out of business and I couldn't find a replacement part either.
So it was bye, bye oven...
And now it's hello big gripe. I ordered a new electric oven on-line from Appliances Direct, who took my order and all went tickety boo until it came to explaining their delivery arrangements.
"Of course we can deliver your oven, madam" they reassured me... "and we do this at no cost to yourself."
"Free? Wow, wow, wow, unbelievable." I felt like screeching, in tones that exceeded anything Kate Bush could have managed 30 years ago. After all, I don't have a big car or van; I don't really drive so I can't hire one. I only have a Brompton bike and that is no good. Delivery was the only option for me. Plus I envisaged that I needed two Mr Muscle-men to carry the darned thing up the steps to my house and to my first floor flat. After all, I am merely a wishy washy woman - with sinewy arms and just enough strength to haul in the weekly shop from Sainsbury, not up to the job of hauling darned great ovens up flights of stairs.
When I explained my profuse gratitude, thanking them and nearly kissing the receiver for what seemed to me to be prompt and efficient service for an oven at a reasonable price, it never did cross my tiny mind that this ordering process was just a little bit too good to be true.
Not long after, I was rudely awakened ...
"...but before we take your credit card details, madam, we must draw your attention to our website information on deliveries. Have you read it yet?"
"Hmmm... OK I will, and no I haven't" I responded dumbly, thinking it was no big deal. Then the bomb exploded...
"....we don't carry any in item above ground floor level."
After a deafening silence of about 10 seconds, I swear that the entire street could hear what was to follow: this almightly outpouring of grief... "Waaah!! Waaah! I wailed, now staring at the phone in disbelieve as though it was about to bite me. By now, I was nearly sobbing down the receiver. "I live on my own, I wailed; I'm female, I can't cart a darned great oven up two flights of steps single handed. How can I manage, I sobbed?" Then desperation took over in the form of emotional blackmail: "What if I were an elderly lady of 80 years old? You would have to do it then." What if the papers got hold of this story?
"Uh, nope... our policy is clearly stated on our website"
Apparently, it is de rigueur these days to p*** off customers... Whoops, I mean, to have delivery teams refusing to ascend a single step, no matter what they are delivering and no matter how heavy it is. Health and Safety of the delivery team takes precedence, not the customer's capabilities or wishes or convenience.
Well, I only have one thing to say to that zero tolerance bo**ocks.
You can just cancel my entire order... matey!. And that is what I did. Then I promptly reordered the same goods with another company - who offered me a better deal and they also assured me that they had no such silly policy in place. My order would be delivered to the first floor. No quibbles, no fuss and no expense!
They had better be telling me the truth when they come to the door with my oven tomorrow, otherwise they can turn right round again at the front door and take the oven back with them and stick it where the sun don't shine.
By: Grumpy xx