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I am the trying-not-to-be-sucky customer in this story. I had purchased a desk at the well-known Swedish-founded Dutch-based DIY company whose name rhymes with "idea." 
I discovered that, for a rather exorbitant price, they would deliver it directly to my apartment (five times what they charged to deliver it to My Hometown from a city four hours away ... go figure). I said okay, since I wasn't 100% sure the larger of the two boxes would fit into my vehicle.
Staff member asks if I want it delivered Wednesday (April 25). I say no, Thursday is fine. Wednesday is my final day at the law office, so Thursday I have nowhere to go and might even get the thing put together.
She said they phone you the night before to let you know whether the delivery will be morning or afternoon, so you have only a four-hour window (okay, not perfect, but better than waiting around all day, right?)
So today, Tuesday, April 24, I come home to a flurry of phone messages. Desk is on the way. Delivery guys are in the neighbourhood. Delivery guys are here, but nobody's home. No fucking kidding, guys. Further phone calls (there were, IIRC, a total of FIVE phone calls, at least, about this) inform me that if I want to reschedule I will have to pay a second delivery fee.
WTF ...
I phone their "customer service" line. End up in Phone Hold Hell for what seems like forever, but was probably about 10 minutes or so. Finally get some poor schmuck on the other end. I tell him the story, adding that there will be NO second delivery fee. He's very apologetic, puts me on hold again
and goes off to see what he can dig up. I'm only on hold this time for a couple of minutes, then he returns.
Question 1: "WHAT was being delivered?" I tell him a desk. I'm starting to wonder if there was major confusion and they tried to deliver somebody's living/dining room suites to my little one-bedroom apartment. In which case they now have not one but two pissed-off customers.
Question 2: "Did you change the delivery date?" Why in hell would I do that?? I knew I'd be at work all day!
I managed not to scream at the poor phone jockey, since I have no doubt he gets screamed at enough, and I seriously doubt that any of this was his fault. I kept my voice chilly and flat, but that was it.
He promised delivery would be on Thursday, as had originally been scheduled, and there would be no second delivery fee.
Oh, and there was NO night-before call, as the store staffer had promised. If there had been, of course, I could've straightened this out and not had the delivery guys waste their time sitting around waiting for my cats to answer the buzzer and open the door.
We'll see what happens on Thursday ...
I'm starting to regret not buying one of the two desks I saw at Local Charity Thrift Shop the other day.
If this second delivery goes south, though, I'll be getting a full refund and going to the local site of the office store whose name rhymes with "maples" ...
I discovered that, for a rather exorbitant price, they would deliver it directly to my apartment (five times what they charged to deliver it to My Hometown from a city four hours away ... go figure). I said okay, since I wasn't 100% sure the larger of the two boxes would fit into my vehicle.
Staff member asks if I want it delivered Wednesday (April 25). I say no, Thursday is fine. Wednesday is my final day at the law office, so Thursday I have nowhere to go and might even get the thing put together.
She said they phone you the night before to let you know whether the delivery will be morning or afternoon, so you have only a four-hour window (okay, not perfect, but better than waiting around all day, right?)So today, Tuesday, April 24, I come home to a flurry of phone messages. Desk is on the way. Delivery guys are in the neighbourhood. Delivery guys are here, but nobody's home. No fucking kidding, guys. Further phone calls (there were, IIRC, a total of FIVE phone calls, at least, about this) inform me that if I want to reschedule I will have to pay a second delivery fee.
WTF ...
I phone their "customer service" line. End up in Phone Hold Hell for what seems like forever, but was probably about 10 minutes or so. Finally get some poor schmuck on the other end. I tell him the story, adding that there will be NO second delivery fee. He's very apologetic, puts me on hold again
and goes off to see what he can dig up. I'm only on hold this time for a couple of minutes, then he returns.Question 1: "WHAT was being delivered?" I tell him a desk. I'm starting to wonder if there was major confusion and they tried to deliver somebody's living/dining room suites to my little one-bedroom apartment. In which case they now have not one but two pissed-off customers.
Question 2: "Did you change the delivery date?" Why in hell would I do that?? I knew I'd be at work all day!
I managed not to scream at the poor phone jockey, since I have no doubt he gets screamed at enough, and I seriously doubt that any of this was his fault. I kept my voice chilly and flat, but that was it.
He promised delivery would be on Thursday, as had originally been scheduled, and there would be no second delivery fee.
Oh, and there was NO night-before call, as the store staffer had promised. If there had been, of course, I could've straightened this out and not had the delivery guys waste their time sitting around waiting for my cats to answer the buzzer and open the door.
We'll see what happens on Thursday ...
I'm starting to regret not buying one of the two desks I saw at Local Charity Thrift Shop the other day.
If this second delivery goes south, though, I'll be getting a full refund and going to the local site of the office store whose name rhymes with "maples" ...
Wish I'd thought of that earlier!
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