Refrigerator ordered on 2/24 to be white glove delivered by 3/3. Item still not delivered on 3/23. On 6 occasions, promised callbacks weren't made.
On 2/24/2015, I spoke with **** Evans to order a new Viking refrigerator (model number VCFF236SS). The order number is XXXXX. During the call, I confirmed with **** that:
* The refrigerator would be shipped within 2-3 days (he said it was impossible to ship on the 2/24 day since there had been a snowstorm in Dallas), and would arrive at our apartment by "Monday or Tuesday 3/2 or 3/3 at the latest"
* The delivery company would do 'white glove' delivery, which included bringing the refrigerator into my apartment and into the kitchen, but not installation. I confirmed this specifically because the dimensions of the box would not fit through the door of our apartment, and hence it would need to be removed from the box to be able to come into our apartment.
* If I were to need installation, it would cost an additional $300, but it could not be arranged for ~3 weeks as the service provider is booked up
* The shipping company would call a couple of days in advance of delivery to confirm timing
After not hearing anything re: delivery, on 3/3 I checked the Elite Appliance order number to find that the unit was only actually shipped on 3/2. My wife called Elite Appliance that afternoon to find out when we should expect delivery - she was given a tracking number for New England Motor Freight, and told that someone from Elite Appliance would call her back that afternoon to give an estimated delivery date and time, and that nonetheless, the delivery company would call in advance to give a delivery window. Neither my wife nor I received a call back.
In the late afternoon on 3/3, my wife called New England Motor Freight and spoke with ******, who said that the refrigerator was coming in, and that she would get a call on the morning of 3/4 with delivery times.
On 3/4/2014 at approximately noon, my wife had a call from our building superintendant that a refrigerator was being delivered. We had not received any advance notice of this. My wife rushed home from work to meet the delivery, who told her that they were not a white glove delivery company, and they could not remove the unit from the box. We did not have sufficient space elsewhere in the building to store the box, hence my wife told the delivery personnel to take the refrigerator back.
On 3/5/2014 at approximately 9:00am, I called Elite Appliance to arrange for the situation to be resolved. The customer service person I spoke to said that she would need to arrange for the shipping department to call me back. I never received a call back.
On 3/10/2014 at approximately 1:30pm, I called Elite Appliance again to arrange for the situation to be resolved. The customer service person I spoke to told me that we had not paid for White Glove shipping, which is an extra $300. I asked her to arrange for the unit to be transferred to a new White Glove provider, and to bill me for the $300 fee. I told her that I would approach Elite Appliance to have the fee waived at a later date, but for the moment it is essential just to get the unit delivered. She said that someone from the shipping department would call me back that afternoon to arrange delivery times. $300 was billed to my credit card that afternoon. I never received a call back.
On 3/16/2014 at approximately 2:00pm, I called Elite Appliance again to arrange for the situation to be resolved. The customer service person I spoke to was very apologetic, and said that I would receive a call back that afternoon to arrange for delivery. I never received a call back.
On 3/23/2014 at approximately noon, I called Elite Appliance again to arrange for the situation to be resolved. I spoke with ****** Cash in the shipping department, who said that he would look into it and call me back. I called back at approximately 1:45 and spoke again with ****** Cash, who said he would call again to check. ****** called me back at 1:50 to tell me that he was going to switch our shipment to another delivery company.
I would like the unit to be delivered, and the $300 charge for white glove delivery to be refunded.
We have resolved this complaint by refunding the $300 charge for the white glove delivery as requested by the customer. The customer has received all merchandise that he purchased from us.
Here is our explanation of the circumstances that led the customer file the complaint. The customer made a transaction from us on 02/24/15 with one of our sales associates via phone. The transaction was for a refrigerator and a trim kit. Normal processing of orders from the time the order is placed until it is delivered is 5 to 7 business days depending on the carrier. In this circumstance the order was shipped out on 03/02/15 via New England Motor Freight with tracking number XXXXXXXX. This shipment was not a white glove shipment. There was no communication between the sales associate and the customer that this should have been a white glove delivery. We received an inbound phone call from the customer on 03/10/15 stating that this should have a white glove delivery. Our customer service associate informed the customer that he did not have a white glove delivery and charged the customer $300 for the white glove delivery service. We do not keep customer credit card numbers on file therefore the customer had to provide this information. At this point we had to intercept the original shipment to re-consign to a different agent in that geographical area. The re-consignment process is handled through the freight company, and is out of our hands, could take an additional 5 to 7 business days. Our shipping is free for orders over $1199 unless they request a white glove delivery service. Typically white glove service transit time is 15 to 21 business days.