It’s The Customer Service From Stores AND Their Couriers That Matter

The Bloke was in desperate need of a vacuum cleaner after I inadvertently killed the last one years ago, so the his first thought was to check out Appliances Online. He managed to find the vac he’d been researching earlier that was sold out everywhere else. Hurray! He placed the order without any trouble what so ever and was impressed with the super fast delivery time. AO was set up to bring items straight from the manufacturer to your door asap, without adding on an over inflated mark-up and a mystifying delivery time.

I agreed to be around to accept the delivery as The Bloke had to be else where. I opened the door to see the delivery guy from the couriers DPD drop the vac from a height of around two metres straight onto the floor! He looked me straight in the eye then laughed as he was telling me “Oh, it’s not broken.” Ahahaa, yes so funny. I said “It better not be or AO will know why we’re sending it straight back.” I signed for it as a) I didn’t want it being sent to some random delivery office miles away. b) It wasn’t mine to decline really and c) I wanted The Bloke to have the visibly damaged package to return.

The vacuum cleaner didn’t look broken and it did work but I wasn’t about to bet how long for. I also noticed the box had it’s handle ripped out like it had been dragged from under a heavy stack of items and there was a big random hole in one side as if someone had kicked it really hard!

handle

 

hole

We phoned Appliances Online and spoke to a customer care guy who sounded shocked rather than amused and apologised profusely, offering an immediate replacement within a few days.

The replacement vac was delivered by Expert Logistics who seemed friendly. Before signing for the item The Bloke turned it around and noticed that the side which had been turned away from him was a total mess. The whole of the vertical edge (18 inches) was pushed in by two inches which must of took so much force. “Seriously? You’re expecting me to accept this!” to which the delivery guy replied “I’ve delivered worse to be honest.” Oh, that’s ok then -__- Delivery guy then went on to explain that often smaller objects are in the van with much bigger objects “like freezers”. The Bloke sent it straight back.

The same day The Bloke cancelled his order with AO and bought the same vac from John Lewis, which arrived quickly and in perfect condition.

AO, lovely company, disastrous choice of couriers.

Everything I have written in this post is completely true and accurate including all quotations. I have given a true and honest account without any elaboration.

Chrissie xx

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