It all began with needing to purchase 6 new appliances, simultaneously…yes that’s possible! Doing what any sensible consumer would do, I shopped around at several competitors and ultimately opted for one local supplier. The appliance salesperson with whom I dealt had a knowledgeable and competent demeanor leading me to believe I was in capable hands. After spending approximately 2 hours making selections, arranging financing and scheduling delivery, I breathed a sigh of relief.
Among the details discussed, I agreed to take off the morning to allow for appliances arriving between 8 a.m.-12:00 noon this past Friday. As the clock struck ten minutes past noon without any sign of delivery, I called the supplier and that’s when this saga went downhill rapidly. It took multiple transfers of my call to get me back to the original salesperson who expressed surprise when learning the appliances hadn’t arrived. As one might suspect, he pointed a finger at someone else and then asked if I could be available this past Sunday. I agreed to this with the caveat that it be at a selected time vs. another range of hours. The salesperson stated I would have the products by 8:30 a.m. and certainly no later than 9:00 a.m.
Fast forward to Sunday morning…as the clock struck 9:15 a.m. without any sign of delivery yet again, I called the supplier. Yes, it took multiple transfers of my call to get to the Assistant Manager (at least they’re consistent). When I expressed frustration with the situation, this person began telling me details of how he couldn’t understand why I was promised the 8:30 a.m. delivery since staff don’t even arrive until 8:00 a.m. and then must first load up the truck. He attempted to go on and on with information I had no interest in hearing and ultimately asked if they could arrive around 10:30 a.m. I had no problem telling him to keep his merchandise because I now wanted a full refund.
Just when you think it couldn’t get any worse…it did. My thinking was that I would still be charged for this fiasco so I promptly called back to ensure my refund was handled correctly. Yes, you guessed right in that it took multiple transfers yet again and finally a person told me the phone number I needed to call. When I called the number I was given, I received a steady busy signal so I called the supplier and suggested this was an incorrect number. At that point the person on the phone agreed and gave me the “correct” phone number. Here’s the best part…when I called the “correct” number, it was some type of an escort service!
You can’t make this kind of story up; yes, it’s all true! This was an unbelievable example of the “lows” of communication and as a result I’m no longer a patron of this supplier. Would you agree that your score counts?