Show Me Home Delivery

Unfortunately we have to deliver per the profile we get from the customer (the business we deliver on behalf)We deliver on behalf of the company, and we take instruction from the company on deliveringWe only deliver to that area on Wednesday, and the next Wednesday would have been the next day available

ShHome Delivery is contracted by many retailers in the area to deliver goods to consumers on their behalf The retailers are the ones who pay for us for the delivery, and because of this, we have to deliver according to their rules and profiles or we do not get paid We did not hold this customers merchandise for days, it was delivered per profile the next available date Also, I do not know how to respond to "hopefully did not damage" As per the attached photo, you can see the machine fully set up in the consumers home without damage so I am unsure where she is going with that claim Furthermore, as a convenience for this customer who was very demanding, demeaning and rude to our staff, we offered her a specific time window so we could accommodate her timelines because the retailer requested us to do so This consumer made a purchase, did not understand what the delivery process was and intended to complain from the very beginning if we did not "DO WHAT SHE SAID AND GET US HER PRODUCT EXACTLY WHEN SHE WANTED IT"Further, she had an entire conversation with our customer service manager not knowing she was talking to her, and then called back and asked for the manager The manager got on the phone and this consumer chose to make up a bunch of stuff saying last time she called the gal told her X Y AND Z She did not know she was talking to the same person and was very untruthful about the previous conversation to get her way This complaint should be closed as the customer not knowing what the process was after she purchased the product

Please see the attached.It took us attempts to delivery this. See below for detailPlease let us know if you need additional info.We had an appointment on 3/from 1-arrived at 3:customer refused item due to packaging tears. We are not able to wait for unpack, she did not pay
for this service, she paid for drop off and we have to follow the rules of the people we deliver for.We rescheduled for 4/from 130-530. Drivers called at and advised approxminute arrival but will wait until start of time frame at 130. Arrived at 107, called dispatch who called customer who stated she would need to reschedule she is an hour awaywe rescheduled for 4/after we received a time stop approval for the retailer that pays us to deliver their product. We called her at am and delivered without incident at 8:06All of this is date time stamped. Below is the statement from our customer care manager.After investigating this in Dispatch Track and speaking with ***, this is what I found*** spoke with the customer multiple times throughout the delivery process, so her claim that she has not spoken to a live person are unfoundedit appears that she initially refused delivery on 3/Her timeframe for this attempt was 1p-5p and they arrived at 3:04pmWe then attempted to deliver again on 4/4, but when the customer was called she informed the driver that she was over an hour away and would have to rescheduleThe timeframe given for this attempt was 1:30p-5:30p they did not arrive hours early like she claimed but at After this second attempt, *** at *** reached out to *** and authorized a paid time stop to accommodate the customerWhen *** called the customer back to reschedule for tomorrow, 4/8, she was happy with the timeframe provided and made no mention of her frustrationI have included the screen shots of the notes uploaded by the drivers on the previous attempts as well as the timeframes and start timesWe have to follow the rules of her place of purchase, which we did. Back up is attached, customer claims are not true, everything date time stamped for accuracy. Please let us know if you need additional info. Customer did not understand service that she purchased and was unhappy that we would not do more that what she paid for

This customer is mistaken about her timeline. According to our system there is one outstanding order for Ms *** and that order is associated with number ***. She very well could have another with us, but not under either phone number listed. The outstanding order has not
yet been received on our dock. We do not send out emails saying we have received product, that may come from the retailer saying it has been received at a hub along the long lines of hands the product goes through, but our SOP is not sending emails for scheduling. We did not call her and tell her we didn't have it ahead of time, because we get multiple trucks daily and we are to call people whose items come in per the SOP of the retailer. If she called us per the shipping notification she received, and we told her that her product was not on the truck, that very well may beoften times we get an advance shipping notification saying what is on the way to us to deliver to customers, but not everything shows up. We cannot deliver what we do not have. Further, the statement that one of our employees took it home is completely unsubstantiated, everything is scanned into our warehouse for chain of command, so if it was in our warehouse we would know it. This customer does not understand the logistical process of getting things to her; we cannot deliver what we do not have; we cannot receive items that are not on the inbound truck. This should be closed as the customer does not understand the process of receiving what she ordered. We did not yet get this and have nothing to do with getting it to us, only delivering it after we receive it

ShHome Delivery is contracted by many retailers in the area to deliver goods to consumers on their behalf. The retailers are the ones who pay for us for the delivery, and because of this, we have to deliver according to their rules and profiles or we do not get paid. We did
not hold this customers merchandise for days, it was delivered per profile the next available date. Also, I do not know how to respond to "hopefully did not damage". As per the attached photo, you can see the machine fully set up in the consumers home without damage so I am unsure where she is going with that claim. Furthermore, as a convenience for this customer who was very demanding, demeaning and rude to our staff, we offered her a specific time window so we could accommodate her timelines because the retailer requested us to do so. This consumer made a purchase, did not understand what the delivery process was and intended to complain from the very beginning if we did not "DO WHAT SHE SAID AND GET US HER PRODUCT EXACTLY WHEN SHE WANTED IT"Further, she had an entire conversation with our customer service manager not knowing she was talking to her, and then called back and asked for the manager. The manager got on the phone and this consumer chose to make up a bunch of stuff saying last time she called the gal told her X Y AND Z. She did not know she was talking to the same person and was very untruthful about the previous conversation to get her way. This complaint should be closed as the customer not knowing what the process was after she purchased the product

This customer is mistaken about her timeline. According to our system there is one outstanding order for Ms *** and that order is associated with number ***. She very well could have another with us, but not under either phone number listed. The outstanding order has not
yet been received on our dock. We do not send out emails saying we have received product, that may come from the retailer saying it has been received at a hub along the long lines of hands the product goes through, but our SOP is not sending emails for scheduling. We did not call her and tell her we didn't have it ahead of time, because we get multiple trucks daily and we are to call people whose items come in per the SOP of the retailer. If she called us per the shipping notification she received, and we told her that her product was not on the truck, that very well may beoften times we get an advance shipping notification saying what is on the way to us to deliver to customers, but not everything shows up. We cannot deliver what we do not have. Further, the statement that one of our employees took it home is completely unsubstantiated, everything is scanned into our warehouse for chain of command, so if it was in our warehouse we would know it. This customer does not understand the logistical process of getting things to her; we cannot deliver what we do not have; we cannot receive items that are not on the inbound truck. This should be closed as the customer does not understand the process of receiving what she ordered. We did not yet get this and have nothing to do with getting it to us, only delivering it after we receive it

Unfortunately we have to deliver per the profile we get from the customer (the business we deliver on behalf)We deliver on behalf of the company, and we take instruction from the company on deliveringWe only deliver to that area on Wednesday, and the next Wednesday would have been the next day
available

Show-Me Home Delivery is contracted  by many retailers in the area to deliver goods to consumers on their behalf.  The retailers are the ones who pay for us for the delivery, and because of this, we have to deliver according to their rules and profiles or we do not get paid.  We did...

not hold this customers merchandise for 6 days, it was delivered per profile the next available date.  Also, I do not know how to respond to "hopefully did not damage".  As per the attached photo, you can see the machine fully set up in the consumers home without damage so I am unsure where she is going with that claim.  Furthermore, as a convenience for this customer who was very demanding, demeaning and rude to our staff, we offered her a specific time window so we could accommodate her timelines because the retailer requested us to do so.  This consumer made a purchase, did not understand what the delivery process was and intended to complain from the very beginning if we did not "DO WHAT SHE SAID AND GET US HER PRODUCT EXACTLY WHEN SHE WANTED IT". Further, she had an entire conversation with our customer service manager not knowing she was talking to her, and then called back and asked for the manager.  The manager got on the phone and this consumer chose to make up a bunch of stuff saying last time she called the gal told her X Y AND Z.  She did not know she was talking to the same person and was very untruthful about the previous conversation to get her way.    This complaint should be closed as the customer not knowing what the process was after she purchased the product.

Unfortunately we have to deliver per the profile we get from the customer (the business we deliver on behalf). We deliver on behalf of the company, and we take instruction from the company on delivering. We only deliver to that area on Wednesday, and the next Wednesday would have been the next day...

available.

Please see the attached.It took us 3 attempts to delivery this.  See below for detail. Please let us know if you need additional info.We had an appointment on 3/28 from 1-5 arrived at 3:22 customer refused item due to packaging tears.  We are not able to wait for unpack, she did not pay...

for this service, she paid for drop off and we have to follow the rules of the people we deliver for.We rescheduled for 4/4 from 130-530.  Drivers called at 1036 and advised approx. 90 minute arrival but will wait until start of time frame at 130.  Arrived at 107, called dispatch who called customer who stated she would need to reschedule she is an hour awaywe rescheduled for 4/8 after we received a time stop approval for the retailer that pays us to deliver their product.  We called her at 736 am and delivered without incident at 8:06All of this is date time stamped.  Below is the statement from our customer care manager.After investigating this in Dispatch Track and speaking with [redacted], this is what I found. [redacted] spoke with the customer multiple times throughout the delivery process, so her claim that she has not spoken to a live person are unfounded. it appears that she initially refused delivery on 3/28. Her timeframe for this attempt was 1p-5p and they arrived at 3:04pm. We then attempted to deliver again on 4/4, but when the customer was called she informed the driver that she was over an hour away and would have to reschedule. The timeframe given for this attempt was 1:30p-5:30p they did not arrive  2 hours early  like she claimed but at 107. After this second attempt, [redacted] at [redacted] reached out to [redacted] and authorized a paid time stop to accommodate the customer. When [redacted] called the customer back to reschedule for tomorrow, 4/8, she was happy with the timeframe provided and made no mention of her frustration. I have included the screen shots of the notes uploaded by the drivers on the previous attempts as well as the timeframes and start times. We have to follow the rules of her place of purchase, which we did.  Back up is attached, customer claims are not true, everything date time stamped for accuracy.  Please let us know if you need additional info.   Customer did not understand service that she purchased and was unhappy that we would not do more that what she paid for.