Mountain Men Delivery, LLC

We received this item on 6/and that same day we scheduled them for Tues 6/between 730-1130amThis customer was called on the 18th with the timeframe for Tues 6/AND once any updated(like scheduling a delivery) gets entered into the Wayfair system an email is generated to the customer as well That email would also gives the customer the delivery date and hour window So, this customer was given a call the same day we received the item and gave him the first available date we were to be in the area which was 6/At the time of delivery on the 21st the team arrived and no one was at home, they call the customer, and so did the office When the office calls the customer the customer is given the time that the team is allowed to stay at the location before moving on and if we do not hear from them then the customer is instructed to call the office to rescheduledThe team is allowed to wait 15mins for the customer to arrive or call back stating they are on their way We did not receive a call back and the team was instructed to move onThe delivery was rescheduled for the next available route which was 6/We are in this area at least 2x a week and the 28th was the next available route

I have looked up this customer's orderWe received in her product on Weds 4/This customer lives in [redacted] which hours away from [redacted] and is a remote area that we service every weeksOur next route to this area is in weeks, May 3rdOur client is fully aware of our schedule to this remote areaWhen speaking to customer's, my team would explain the process and the reasoning of this type of scheduling for remote areas

A sub-contractor we used could not find her address, she is in a new sub-divisionBut, instead of imputing into the system" need directions, cannot find"; they put Not At HomeThat was on 9/5; then on 9/she was scheduled but then the sub-contractors did not update the system that her items were not loaded onto the truck; which caused the office to inform her when she called that she was still on for deliveryI spoke to her on Friday and noticed not till after 6pm did they put in a note the item was not loadedI promised her delivery on Friday by special delivery and she did receive the items Friday afternoonDelivery has been completed

We received in this customer's items on 6/We were scheduled that week in [redacted] and the truck was already on the road so she was put on the next available route, which is normally every weeks; but due to the 4th of July holiday the next available route was 7/19-Customer was notified of this routeWe have a new routing system in place and when this order was routed only of her orders populatedIt was the order that was received after the new system was in placeWhen the team arrive with the barstools on that order she was yelling profanities at them and sent them out of her houseOnce we were notified by our team about this issue, they had to get service due to where the customer lives in [redacted] **, they told us of the experienceWe spoke with our client, [redacted] , to go and pick up the barstools that she put on the porch for the team to take backThat is when we learned of the 2nd order is missingToday we are trying to complete her delivery of her bed and sets of nightstands, with the barstoolsMy truck has left with an ETA of 530pmCustomer want the delivery by 5pm, but with the short notice of her wanting the order still 530, without traffic is the best we can do coming out of [redacted] **We are trying to complete this delivery and show the customer we are correcting our mistake

My purchase was delivered week lateThis business has horrible customer service and does not deserve an A+ ratingI'm not happyThis is unacceptable

This customer lives in a remote area west of *** and *** close to ***This is a remote areaOur client was notified about the area this customer livesOn 6/30-7/route when she was first scheduled our truck broke down and had to be towed back to *** for repairsWe had to
reschedule this routeAll customers were notified about this issueThe customer received delivery of their chair on 7/11. Most areas we service within week, BUT every so often there are those customer that live far away from our normally scheduled routesThis customer lives hours north west of the farthest scheduled route that we have, ***That means this delivery is hours round trip from *** **We notify our clients of these types of deliveries so that they are aware of the location we have to work with and any delay that the remoteness would cause to routing

Revdex.com:I have read this account of the problems experienced with Mountain Men Delivery service and I accept their response with reservations. They claim that the delivery is on its way. I will believe that when I see it. They are leaving out an entire section of the problem when they claim that the delivery process began on July 19. I was originally called in  in late June or early July in [redacted] and told that my delivery would be made on July 14 or 15. They never called to change that and did not answer or return many phone calls from me on those dates to try to find out where the delivery was. They called after those dates to tell me that my delivery was scheduled for July 19. I changed travel plans to accommodate the change in dates. There was no explanation for the date change, no acknowledgement of the change in delivery dates and no  apology for the mix up. The delivery window was set for 3:30 - 6:30 PM and they were to call an hour before delivery. I waited for the delivery on July 19 and received a call at 6:10 telling me they were on the way. When they arrived at about 6:45, most of the delivery items were not won the truck. They DO NOT ANSWER PHONE CALLS OR RETURN MESSAGES OR EMAILS! Customers are left in the dark. I will wait for their delivery this evening and will advise at a later time as to whether it actually arrives.
Sincerely,
[redacted]

This delivery was completed on May 8th. As we informed the customer who lives in a remote area and has a small road that does not allow larger vehicles to access their house; we have to complete a "special" delivery. Special delivery is to use a smaller vehicle that is not used for everyday...

deliveries, these cost more since usually only 1 delivery is taking place. The process of getting a special delivery would be faster if acustomer, who knows they live in an area where a larger vehicle cannot access their house easily, would just tell us or the retailer that a smaller vehicle is needed. then we would not have the attempted delivery that cannot happen. Then that add days on to the process; we have to get approval from our client in order to complete the special. The cost for a special is higher since we have to use a smaller vehicle that we normally do not use for deliveries, and the time it takes for 2 men to complete this delivery. The client must approve the price then let us know to move forward. This customer was informed by us and the client of the process but they refused to be patient. Not all specials get approved and the client has used other options for the customer, including having the customer pick up the item from our dock. On May 5th our client approved the special and we completed the delivery on May 8th.  Thank you

We received in this customer's items on 6/20. We were scheduled that week in ** and the truck was already on the road so she was put on the next available route, which is normally every 3 weeks; but due to the 4th of July holiday the next available route was 7/19-20. Customer was notified of this...

route. We have a new routing system in place and when this order was routed only 1 of her orders populated. It was the order that was received after the new system was in place. When the team arrive with the 3 barstools on that order she was yelling profanities at them and sent them out of her house. Once we were notified by our team about this issue, they had to get service due to where the customer lives in [redacted], they told us of the experience. We spoke with our client, [redacted],  to go and pick up the barstools that she put on the porch for the team to take back. That is when we learned of the 2nd order is missing. Today we are trying to complete her delivery of her 1 bed and 2 sets of nightstands, with the 3 barstools. My truck has left with an ETA of 530pm. Customer want the delivery by 5pm, but with the short notice of her wanting the order still 530, without traffic is the best we can do coming out of [redacted]. We are trying to complete this delivery and show the customer we are correcting our mistake.

I have looked up this customer's order. We received in her product on Weds 4/19. This customer lives in [redacted] which 3 hours away from [redacted] and is a remote area that we service every 2 weeks. Our next route to this area is in 2 weeks, May 3rd. Our client is fully aware of our schedule to...

this remote area. When speaking to customer's, my team would explain the process and the reasoning of this type of scheduling for remote areas.

A sub-contractor we used could not find her address, she is in a new sub-division. But, instead of imputing into the system" need directions, cannot find"; they put Not At Home. That was on 9/5; then on 9/7 she was scheduled but then the sub-contractors did not update the system that her items were...

not loaded onto the truck; which caused the office to inform her when she called that she was still on for delivery. I spoke to her on Friday and noticed not till after 6pm did they put in a note the item was not loaded. I promised her delivery on Friday by special delivery and she did receive the items Friday afternoon. Delivery has been completed.

We service the area multiple times a week. Our routes do fill up and the next avail we had open was Jun 28. He was delivered as 1st stop today and was completed. This customer was emailed prior to both deliveres from Wayfair and also contacted by our office. He now has his items.

We received this item on 6/18 and that same day we scheduled them for Tues 6/21 between 730-1130am. This customer was called on the 18th with the timeframe for Tues 6/21 AND once any updated(like scheduling a delivery) gets entered into the Wayfair system an email is generated to the customer as...

well.  That email would also gives the customer the delivery date and 4 hour window.  So, this customer was given a call the same day we received the item and gave him the first available date we were to be in the area which was 6/21. At the time of delivery on the 21st the team arrived  and no one was at home, they call the customer, and so did the office.  When the office calls the customer the customer is given the time that the team is allowed to stay at the location before moving on and if we do not hear from them then the customer is instructed to call the office to rescheduled. The team is allowed to wait 15mins for the customer to arrive or call back stating they are on their way.  We did not receive a call back and the team was instructed to move on. The delivery was rescheduled for the next available route which was 6/28. We are in this area at least 2x a week and the 28th was the next available route.

We have reviewed this claim. We spoke to the sub-contractor that ran this route and they informed us that they did not hit anything nor did they have damage to their truck. This is all the information we were able to collect about this claim.

Complaint: [redacted]
I am rejecting this response because:There is no reason I have to wait two weeks to go 3 hours. You can do better. 
Sincerely,
[redacted]