William Aupperle & Sons, Inc.

MrT*** placed the order with me on January 20, 2016. We did discuss delivery schedules and as I explained to him our delivery times for the morning can be anywhere between and noon. I did say that we try really hard to get the drop yard orders early but that I would not have an
approximate time until the day before after p.m. He asked if we could call him with a time and I said we don’t call with delivery times but that I could set him up to receive his times via text or email. He asked that I do just that; I explained that he should receive his email the day before after p.m. with an approximate delivery time.According to the order audit MrT*** called first at 9:a.m. and spoke to K*** at which time he was given his approximate delivery time of between and 12. According to the driver’s paperwork the delivery was made to the Ewing yard at 10:a.m. He called again at 9:a.m. and spoke with me demanding that I explain to him why I did not call him to let him know the delivery would be late since he did not receive and email from us. I made it clear that we had not promised an earlier delivery time when he ordered, only that we would send him an email prior to shipment with a more specific estimated time. As it turns out, our email sending program failed to send times to all of our customers who got deliveries on his delivery date. Yes, we failed to send him an email, but when he called we gave him an accurate time. The issue here is that he assumed we would make his delivery earlier. We make over deliveries per day from Oxnard to Los Angeles, Orange, San Bernardino, Riverside, and San Diego Counties. It is typical for customers to want their deliveries first thing in the morning so that they can get their jobs done as soon as possible. Unfortunately it is not possible to be at deliveries all at the same time of a.m. We make every effort to keep customers informed, however if they have not heard from us, it is their responsibility to take the initiative to call. On both our price list and web page we specifically state that we do not pay stand by time.We take great pride in providing all of our customers the best service. I strive to make their experience as efficient as possible and after years with Southland I feel we do that % of the time. I believe this is the first Revdex.com complaint we have ever had. R*** ***Southland Sod Farms