I placed my order for an American style fridge freezer in the begining on Jan and was given a delivery date on 22/2/13. I can’t say I was impressed at that time span but it was ok.
I received a text at 18.00 last night 6/2/13 to say your appliance will be delivered tomorrow 7/2/13 between 07.00 and 10.30. Given that I am currently on nights and do not get home until 10.30 am this was quite an unpleasant shock!
I managed to get my dad to drive for an hour to my house for 07.00 only for the delivery drivers to not be able to get it into the garden. (fair enough, but had I had notice, I would have been there and removed it).
They gave my dad two options leave it in the street! Or take back to the depot. My father of course said you can’t leave it in the street!
I returned home and rang appliances direct, to have shouted at me “ I don’t know what your on about that item has not even been dispatched!” after a lengthily conversation she said that she would call them and ring me back, which she did.
Stating that the delivery company had, had extra stock and decided to delivery it early. It was my fault I did not check my emails daily as they had emailed me at 12.00 on the 5/2/13. I do check my emails regularly but do not have time to check personally emails daily, my delivery date had been the 22/2/13, why would I?
Long story short I was given two options.
1. Pay £40 for re-delivery
2. Pay £99 for a refund.
I have since looked for this company online and found countless story’s just like mine! This company is NOT consumer friendly and extremely rude on the phone, she genuinely shouted at me. I feel like I have been completely conned!!
After sending order number this was there response and mine to it.
We have taken this up with HiWay to get a detailed report on what happened with your delivery and what happened after the failed delivery.
So as an overview the statement on the order;
Your order was placed via the website and we clearly advertise that American Fridge Freezers are a garage/doorstep delivery. We are unable to take these items up or down stairs so the customer has to the make necessary arrangements for this.
The item was delivered through the gate but not into the home as it would not physically fit without taking the door off the hinges – this is not something HiWay are able to do. So HiWay advised they could leave it at the doorstep or place in a garage and this was rejected.
So the item was taken back by HiWay.
Redelivery is normally £80 but Customer Service Representative at Appliances Direct offered it at half price as a gesture of good will.
So this is where we are up to now,
I just need to gather a little more information from yourself and report back to the Customer Services Manager and Customer Services Director so they can decide the best possible solution.
If we were to re-deliver would the necessary arrangements be possible to allow HiWay to complete the delivery within their Terms? E.g door off the hinges. Or placement in a garage.
Are you able to provide any further information on the statement above to help with our investigations?
Hi Sarah, In response to the statement made my Hiway, I was fully aware of the fact that delivery is to door step. I had removed all doors and have just one step to my front door.
The fridge was not taken through the gate to the door. It was on the pavement outside my house, which is where the delivery men wanted to leave it. I have no garage, infact none of the houses on my street have garage. This statement is false. Delivery orignally was £40 so it is not half price as suggested.
Customer services did not even know that a delivery attempt had been made and made out I was wrong.
I had told my father the night before that although I knew the measurments for the appliance would fit through all doors as I had checked, I did not know measurements of packaging. Due to this he was fully aware of the fact it may have to be left on my door step until I returned home, which was not a problem.
They did not take it to the door step, rather the pavement outside my garden, which was not even slightly OK. I also suggest you listen to the telephone call that took place yesterday and see if you agree with the way I was spoken to!
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