A & O Home Delivery

The driver was broken down and has to keep on a specific schedule to get customers deliveredhis schedule would not allow him to return the next day to complete the deliveryIt is unfortunate when break downs occur and A&O always tries to get the complete load delivered but there are times that a delivery cannot be made due to scheduling issuesThe customer's order has been marked as a HOT ISSUE and will load on the next truck to the area

I want my furniture re-delivered by a Different company and isnpected for damagesI WILL NOT accept anything from A+O Home Delivery or it will be rejected and returned and I will shop elsewhere!! Consumers need to know what kind of business this company runs and should be down graded from A+

Initial Business Response / [redacted] (1000, 6, 2016/11/01) */ The customer's order was scheduled to deliver 11/2/and was added to the tripAs a delivery company we can only load trips to full capacity of the trailer it is loading onThere are times that a truck is loaded to the full capacity which unfortunately at times cause an order to have to be pulled from the truck due to there is not enough room left on the trailer for the order to be loadedWhen this occurs the customer is made aware of the situation and the order will load on the next trip to the area and labeled as an order that cannot be pulled off the next tripWe run a 95% success rate as a furniture delivery company Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/11/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) As a delivery company, a customer should never be contacted unless their product is on a truck and on the way out the doorWaiting another to weeks is not acceptable to meI should be compensated for my extra waitA&O delivery should compensate me for my extra wait

Initial Business Response /* (1000, 5, 2015/07/21) */
We made the delivery to the customer and there was nothing noted on the POD concerning any type of damageThe driver did arrive outside of their delivery window but he did inform the customer that he was running behindWe have scheduled an in
home technician to go to the home and take care of the chairWe have bills for the customer to sign and note any damage at time of delivery and there was nothing noted on the bill which the customer signedWe are extending grace on this one to help the customer but we do have a clean and signed bill with no damage notated

A&O Home Delivery did have the delivery for this customer scheduled for 2/18/from 7am-9amAt times the driver may get ahead of scheduled time frames and will call customers to ask if they can take an earlier deliveryIf the customer is not able to take an earlier delivery we always honor the delivery times we scheduledThis driver was running ahead of schedule and did call the customer to ask if they could deliver the evening of 2/17/and the customer could not take it at that time of nightThe driver did arrive to deliver the furniture as scheduled the next morning and when he arrived there was more than an inch of snow on the ground and he was not able to get the truck in the drivewayCustomers are liable to have a clear path to deliver to the home which includes removing snow on the ground so the drivers do not have to risk injury and/or damage to the furnitureSnow covered grounds are very difficult to walk over while trying to carry heavy furnitureThe driver advised the customer that he is liable to have a clear pathway for the drivers to safely carry the furniture and that this was a safety concernThe customer advised he was not going to do thatFor this reason the driver was not able to deliver the itemsThe driver in question has been with A&O for many years and does an outstanding jobThis was a safety concern and we do not ask our drivers to put themselves at risk of injuryPlease see attached picture of the customer's home that shows the risk of a long walk carrying heavy furnitureThe customer's complaint is not legitimate

I am rejecting this response because:
" Upon our investigation we found that the damage that the customer is advising on is way too severe to have been missed at the time of deliveryThe customer could not have missed this type of damage being it is a very long and noticeable scratchCustomers have the liability to check for damages to the home and freight and notate it on our Proof of Delivery bills and the Customer SurveysWe stand by our decision that this was not caused by our delivery agent."A&O didn't do any investigation except speak to the drivers who are obviously going to deny damaging the customers floor especially when they have my signature singing the BOLThe drivers left the house at approximately 3.30pm on Dec 12th & I made the call about the damage at 4.43pmI had a baby to look after so that is why I didnt look at the furniture immediatelyMy husband was at work so there is no way I could have damaged the floor myselfIt's a dark walnut floor so the damage is actually difficult to see when the lights are offA&O have said that the display cabinets are only 8-feet from where I was sitting with the baby but he was never in my home so he has no clueThe display cabinets are actually 18-ft away from the living room seating.The same delivery people have since returned to our home to deliver the balance of our furniture (not ideal but the furniture was paid for in full) & they told us that they were advised by their boss not to discuss the damage They were having serious difficulty getting the legs on the display cabinets (they bent the legs while installing them!!) so I suggested that they get a dolly from their truck to hold the cabinets in a safe manner & install the legs & avoid damaging anything elseOne of them responded that he didn't want to bring the dolly in "cos we don't want to damage the floor more than it already is"I said "so it was the dolly that done the damage the last time was it? & he wouldn't respondMy husband had to install the legs in the end because A&O's guys didn't know of any way to install them without damaging them........& one of these guys was their driver of the year. I do not accept their response as they are negligent in this matter & I will do my utmost to ensure people know about themDishonesty is nothing to be proud ofI accept full responsibility for the fact that I signed the documentation stating that everything was fineI put my trust in them, we paid them a fortune for their serviceI was told by the person that we bought the furniture from that they are a reputable company but when I see the other complaints/bad reviews on Revdex.com & YelpI beg to differ

Initial Business Response /* (1000, 6, 2016/11/01) */
The customer's order was scheduled to deliver 11/2/2016 and was added to the trip. As a delivery company we can only load trips to full capacity of the trailer it is loading on. There are times that a truck is loaded to the full capacity which...

unfortunately at times cause an order to have to be pulled from the truck due to there is not enough room left on the trailer for the order to be loaded. When this occurs the customer is made aware of the situation and the order will load on the next trip to the area and labeled as an order that cannot be pulled off the next trip. We run a 95% success rate as a furniture delivery company.
Initial Consumer Rebuttal /* (3000, 8, 2016/11/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As a delivery company, a customer should never be contacted unless their product is on a truck and on the way out the door. Waiting another 2 to 3 weeks is not acceptable to me. I should be compensated for my extra wait. A&O delivery should compensate me for my extra wait.

A&O calls customers to schedule delivery and according to all of the notes in the system she was called and she called back and confirmed delivery. Unfortunately we do not have the ability to save all of the messages and would not save them. The customer has since been delivered and we waived...

the additional delivery fee. I am not sure why she is issuing a complaint if the additional fee was waived and she has been delivered damage free.

I am rejecting this response because: if the delivery people do not come equipped with the proper gear or dressed to do the job correctly, then they are held accountable. 1 inch of snow?it did not even cover the top of my shoes when I greeted them. Please that is an excuse. On my Job, I had to carry heavy equipment through mud, snow 4 ft deep, and all types of inclement weather. UPS delivers here all the time, back right into my driveway with no problems and unload just as many heavy boxes and orders with no complaining and done right. As you can see by the photos taken there is not that much snow on the ground to clear. it snowed a little overnight. Again this is an excuse not to do a jog required of this company. If this were the case, then how could they make deliveries the rest of the day!! They did not state anywhere via email or contract that due to inclement weather we will reschedule. Instead, I got a sarcastic remark from them saying, "we aren't going to walk though the snow and get our shoes wet and if we have to come back we will charge a delivery fee!!" Maybe they should have wore boots and had proper carry straps and safety equipment knowing how weather gets in NYS this time of year. Again if the Supervisor of the company allows this type of action, and it definitely shows what type of company they run. Look at the reviews for yourself of all the negative responses from customers due to attitude, failed deliveries, and broken items up delivery. I too have photos and video captured from my home security video showing the attempt of trying to back into my driveway I am prepared with.Now, I have faught fire and EMS for many years, I still have to provide EXCELLENT customer service to the citizens to the best of my ability no matter how bad roads, walkways, and driveways are. When duty calls, I still have to perform my job. If I give an attitude or poor performance, I get in trouble and 1/2 to 1 inch of snow in a clear driveway does not constitute a safety factor when the whole pathway is clear and wide. There is no debris in the way as you can clearly see. I did my part in preparing for this delivery. so as far as I am concerned this is breech of contract for failure to deliver and causing excess stress and undue delay and poor work performance with derilection of duty!!

I want my furniture re-delivered by a Different company and isnpected for damages. I WILL NOT accept anything from A+O Home Delivery or it will be rejected and returned and I will shop elsewhere!! Consumers need to know what kind of business this company runs and should be down graded from A+.

A&O Home Delivery made the delivery to the customer and there was no damage noted concerning the floor or the home. We also have all customer fill out a survey and it is checked off that no damage was caused to the home and the customer signed the survey. Upon our investigation we found that the...

damage that the customer is advising on is way too severe to have been missed at the time of delivery. The customer could not have missed this type of damage being it is a very long and noticeable scratch. Customers have the liability to check for damages to the home and freight and notate it on our Proof of Delivery bills and the Customer Surveys. We stand by our decision that this was not caused by our delivery agent.

The driver was broken down and has to keep on a specific schedule to get customers delivered. his schedule would not allow him to return the next day to complete the delivery. It is unfortunate when break downs occur and A&O always tries to get the complete load delivered but there are times...

that a delivery cannot be made due to scheduling issues. The customer's order has been marked as a HOT ISSUE and will load on the next truck to the area.