H H & R Construction, Inc.

First, let's be clear they delivered at 5:20pm, which is almost 3.5hrs late, not 2.5hrs as noted in their response.  I understand the delivery policy is posted on their website and some things are beyond their control when attempting to make the requested delivery time.  I am requesting the refund because proper business etiquette would involve contacting the customer to make them aware of the 3.5hr late delivery.  NOT the customer having to reach out to them.  When I called at 3pm on Friday the dispatcher indicated they had a truck go down and we're running late.......so they knew there were issues with making timely deliveries yet no one bothered to contact me.  Then the dispatcher lies indicating the truck was being loaded.  Had it been loaded at 3pm it would have arrived at my location no later than 4pm, but it was 5:20pm.  As I mentioned before, had they proactively contacted me about the late delivery we would not be having this conversation.

Yes, the dispatcher called me at 1:30 asking if I would accept a dump truck rather than a slinger.  I indicated I needed the slinger.  At no time did he say anything about the delivery being late.  It was not until I called at 3pm inquiring about the delivery was I informed that the slinger was being loaded.I would think most businesses would gladly refund the delivery charge as a good will gesture to secure future business, not continue to argue about failing a customer.  At this point Jones has probably spent more than the $75 in time responding to this request for remedy.

Ms. [redacted] refers to the $75 as if it is an incidental cost of the product that we provided. But in fact it is 30% of the total price paid. I have attached from our website, our delivery policy. She ordered from our website. It clearly states that we do not guarantee the delivery times, nor do we offer a money back guarantee if late.My dispatcher called to ask if she could take the delivery on a dump truck at a reduced price because we were backed up on our slinger deliveries. I don't think that I can make any exception to our policy for Ms. [redacted]. If I do that for her, I will have to make refunds to everyone anytime that we are a little late. There are very few delivery services that a customer can order online, and ask for a delivery time the same day, and within just a few hours. But we have been very successful doing that. Most customers realize that selling topsoil and mulch in the spring can get very busy. Especially after having weeks of rain like this past May. We actually do quite well, but at times we might be a couple of hours late.

I have attached a screen shot of our "Delivery Policy" which is a part of our website location that [redacted] ordered from. It clearly states that "We always strive to be as timely as possible, but there are times that we get delayed."  We don't guarantee exact times, nor do we offer a money back...

delivery policy should we be delayed. I am very sorry that we were 2 1/2 hours late of our target time.