Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
As always, we are very sorry if there are any issues getting our customers scheduled for delivery. When customers purchase, the deliveries are set on a first come, first serve basis. We give the customer an hour window, to which they agree upon, that they will be at their home and available to...
receive delivery. We do not call any of our customers on our way to their home to ensure they will be there; this is why we narrow it to a one hour window when we schedule deliveries. With delivery procedure, if the customer is not home when we arrive, we call all phone numbers given to us and then wait ten minutes before moving on to our next scheduled delivery. If the customer does not call or arrive in that window, we then charge another delivery fee for the second trip we have to make. The customer was called on both listed phone numbers and then our drivers waited the aforementioned ten minutes. When the customer contacted us they let us know they missed their appointment because a golfing event they were attending went long. At this time our delivery drivers were already in route to the next scheduled delivery. We try to give our customers every opportunity to receive their delivery during the scheduled time frame. No matter the amount spent, whether $100 or $10,000, all deliveries are treated the same. It would not be fair to our next customer waiting for delivery if we "turned around" and caused their delivery to be late. We did deliver this customers furniture only two days after their original missed delivery. As a company we apologize for any inconvenience to the customer, but do not think it is fair to give someone special treatment based on the money they spent, or can offer us, to make them an exception to the rule.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
As always, we are very sorry if there are any issues getting our customers scheduled for delivery. When customers purchase, the deliveries are set on a first come, first serve basis. We give the customer an hour window, to which they agree upon, that they will be at their home and available to...
receive delivery. We do not call any of our customers on our way to their home to ensure they will be there; this is why we narrow it to a one hour window when we schedule deliveries. With delivery procedure, if the customer is not home when we arrive, we call all phone numbers given to us and then wait ten minutes before moving on to our next scheduled delivery. If the customer does not call or arrive in that window, we then charge another delivery fee for the second trip we have to make. The customer was called on both listed phone numbers and then our drivers waited the aforementioned ten minutes. When the customer contacted us they let us know they missed their appointment because a golfing event they were attending went long. At this time our delivery drivers were already in route to the next scheduled delivery. We try to give our customers every opportunity to receive their delivery during the scheduled time frame. No matter the amount spent, whether $100 or $10,000, all deliveries are treated the same. It would not be fair to our next customer waiting for delivery if we "turned around" and caused their delivery to be late. We did deliver this customers furniture only two days after their original missed delivery. As a company we apologize for any inconvenience to the customer, but do not think it is fair to give someone special treatment based on the money they spent, or can offer us, to make them an exception to the rule.