Our records indicate that the order date was on Thursday the 26th, not the 25th. Our CSR told the customer that if we were in the area on Friday, the delivery could possibly be made, depending on the work load. If delivery was not made, it would be the following week. At no time...
was the customer guaranteed a delivery on Friday, the 27th. The customer claims that Rob took the order. He was out of town during this time and could not have take the order. The CSR took the order. The Mr. called on October 31st asking about the delivery and was told it would be the next day, November 1. He was fine with that and ended the conversation. The Mrs. called back and was upset. One note that needs to be known is the last delivery this customer ordered was on November 22, 2016. At that time they only ordered 150 gallons. So they went an entire winter, and up until now, heating off that delivery. They still had 5% in their tank. We tell our will-call customers to call for a delivery when their tank is on 30% to allow for a timely delivery. Obviously that was not done by the customer in this case. Our branch manager did talk to the Mrs. yesterday and she did admit to him that they had waited too long to call for a delivery. Hopefully in the future a more timely order will be made and we can avoid this situation again.
Our records indicate that the order date was on Thursday the 26th, not the 25th. Our CSR told the customer that if we were in the area on Friday, the delivery could possibly be made, depending on the work load. If delivery was not made, it would be the following week. At no time...
was the customer guaranteed a delivery on Friday, the 27th. The customer claims that Rob took the order. He was out of town during this time and could not have take the order. The CSR took the order. The Mr. called on October 31st asking about the delivery and was told it would be the next day, November 1. He was fine with that and ended the conversation. The Mrs. called back and was upset. One note that needs to be known is the last delivery this customer ordered was on November 22, 2016. At that time they only ordered 150 gallons. So they went an entire winter, and up until now, heating off that delivery. They still had 5% in their tank. We tell our will-call customers to call for a delivery when their tank is on 30% to allow for a timely delivery. Obviously that was not done by the customer in this case. Our branch manager did talk to the Mrs. yesterday and she did admit to him that they had waited too long to call for a delivery. Hopefully in the future a more timely order will be made and we can avoid this situation again.