USPack

Regretfully this consumer posted this commentary in the heat of the situation before a resolution had been achieved. The consumer had reached out to our corporate offices who immediately got involved to insure that the consumer was taken care of, but she posted this message before allowing our company time to solve her issue. In regards to the initial issue of the delivery crew not being able to make the delivery due to the fact that they felt the only person on site may not have been 18 years old, this is a strict policy that our company must adhere to in order to protect the safety of minors. When a team feels that the only person on site may be a minor, they must see an ID proving that the individual is a legal adult before they can proceed with the delivery. In this case, the person on site did not have a legal ID that showed the individual's age. The only ID that the individual had was a Navy ID, which did not have the individuals birthday, and because an individual can enlist as early as age 17, our delivery driver could not accept this as proof that the person was at least 18 years of age. Our company also has a policy that limits the wait time that a delivery team can spend on site waiting for someone to receive the delivery to 30 minutes. This is done in order to insure that other customer's deliveries throughout the day are not unreasonably disrupted. The team had given the customer more than a 30 minute call ahead that they would be arriving, and the team logged an additional 20 minutes on top of that 30 minute pre-call attempting to verify the individual on site's age or to get a verified adult on site. The teams pre-call time and on-site time were documented in our system by the cell phone logs and the teams communications with our central call center. After the consumer escalated her situation to our corporate offices, we immediately got a customer service manager involved who worked with a delivery team to get the appliance re-delivered that same afternoon, when a verified adult was on site. As quickly as our high-level staff became aware of the situation, they made sure the customer was taken care of, and the delivery was made as promised. Our hope is that while the consumer was initially upset with the situation, that after allowing our team a little time to react, she is now satisfied and feels differently regarding our company. Hopefully the customer's experience changed as she saw that we truly care and took every action to insure that she received her delivery on the promised date.

Freight Rite would like to offer up sincere apologies to Ms. and her property manager for the poor delivery service that they experienced. While we take every effort to insure that our delivery crews are trained in all manner of appliance installations that they might encounter in the course of their delivery routes, occasionally a less tenured team will encounter a specialty or rare model that they have never encountered. Our teams deliver and install hundreds of appliance models for 6 major manufacturers, and every effort is made to maintain familiarity with the installation procedures of all model types, but certain models are so rare that a team may work years before encountering them. In this case, the dryer unit was a specialty model designed for small space installation, and this team, who had less than 6 months of field installation experience had never encountered this specialty model. The team absolutely should have offered strong customer service to facilitate options for the consumer in this situation, and they clearly failed to communicate those options in order to assist the consumer with their delivery and product. While the team may not have had the confidence to install this specialty unit, they certainly should have offered to either leave the product on site for the consumer to install (if that is what the consumer preferred), or to connect the consumer with our scheduling department to reschedule the delivery with personnel experienced in this particular model. Regretfully the team failed the customer and combined their lack of knowledge with poor communication creating this negative experience. Our local management staff has been notified of the occurrence and have been direct to immediately pull the team from field service back into the training program. The team will not only receive training specific to this specialty dryer, but will also be required to retake and complete our soft skills and customer service training classes. The dryer has since been transferred into he hands of the retailer from which the consumer purchased the product, and the retailer has indicated that they will be handling the completion of the delivery and install. While we offer up apologies to this consumer we also would like to thank the consumer for raising this situation up to our attention. It is our desire to provide excellent installation and delivery service, and we rely on feedback from consumers like Ms. to identify our failures, allowing us to target our staff and operations for improvement. Freight Rite performs appliance deliveries and installations in upwards of 1,000 homes every day, amounting to more than 300,000 deliveries and installations across 6 states annually. While we perform literally hundreds-of-thousands of happy, satisfied customer deliveries and installs each year, these rare occurrences where a team and our operations staff fail a consumer are the most important deliveries for us to be made aware of. This feedback will help us to increase our team's abilities and service level, and will benefit future customers.