My complaint:
I ordered and paid for a refrigerator online July 15, 2022. It was to be delivered and my old refrigerator taken away July 22, 2022. There was no 30 minute heads up call as stated. The Driver showed us and announce that they would not be taking our old refrigerator, as his lift gate was broken and he and his assistant would not be lifting it on to their truck. My husband wanted to call the store because we paid for this service and had no place for the old appliance to be left. The driver went out to the truck and called his dispatcher and came in and announced rudely to my husband and I that he would not bring in our refrigerator because he was not lifting the old one on to his truck, walked out slamming the door and left. We finally contacted the manager of the store in Cedartown, thru which we purchased the appliance online and the manager opened an escalation, with the explaination the store really isn’t involved. The escalation team does not work on Saturday and Sunday and so Monday morning, after no one contacted us, we called the store again. This time we were told to call the 800 number and were provided the order number and the Request for escalation number. After calling the 800 number and getting escalated to a member of the leadership team, we were told once again that the company has not accountable for the control over the delivery process, that they have several trucking companies, and it is out of their hands. My husband being a Diabetic and having need to refrigerate his insulin ed the offer to give us a $200 gift card so we could go and pick up a small refrigerator to secure his meds. My husband and I are elderly and he is disabled. There was not way we were going to pick up a small refrigerator. I was then told to think about it and let her know if I changed my mind. At this point I asked for my money back, but was told I would get a store credit in 5 -7 business days. I understand they took my money the same day of the purchase and they should be able to give it back the same way. Then I am told well there are processes that make that impossible and I would get a store credit. I did not want a store credit as I have no intention of purchasing anything else from this company. I want my refrigerator and I wanted it July 25th. It was not my fault that this delivery person was a rude jerk. Again the apology and the story they have no control. I hung up and then searched on the internet to find the contact information of the CEO and the EVP of Customer Service. I called and left a message for the EV of CS and received a call back from another agent with the same explanations and apologies. I stressed there was a medical need here, as well as they were allowing a rude delivery driver to penalize and elderly couple for his actions, and I refused to believe there was no way for them to help us get our refrigerator and that they had no accountability or control over their deliver processes. I wanted to talk to someone higher up and was told there was no one higher up for me to speak with. That the warehouse had not scanned our appliance back in yet and the warehouse would call me to schedule a new delivery. TO say I was frustrated is a gross understatement. Later Monday afternoon, I was contacted to schedule a delivery and was told it would not be before Saturday, July 30th. Again I stated this was unacceptable and was told the agent would contact the warehouse to see what could be done. Again no call back with information ever returned. Tuesday morning at 11 am after not hearing anything, I again called the 800 number and went the 6th person with the same story again only to get an appointment to get my delivery Friday, July 29th, some 14 days after my original purchase.
Suggested solution:
What should have happened is either the company make a special effort to get our refrigerator to us, since the actions of their representative were so hostile, rude and egregious, instead of the song and dance the customer has to pay because they really have no control. A discount on that refrigerator, or giving our money back immediately so we could buy one somewhere else, instead of offering a store credit. Who in their right mind would to do this again with a company that takes no accountability for their representatives. It is inconceivable to anyone with sense, that a company as large as this one has no means to correct the mean actions of a representative of their name, especially when those inconceivable actions happened in the customers own home, and that there being a medical safety need, as well as those customers being elderly is inexcusable.
