Cancelled delivery within 5 mins of due time to arrive expir

ao.com
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DevinCarson491's review of ao.com

“Cancelled delivery within 5 mins of due time to arrive...”

★☆☆☆☆

written by DevinCarson491 on 16/08/2014

I had a good experience initially with plenty of contact to notify me of my delivery. My delivery was due between 2 and 6 so I waited in. At 5.55 a received a call saying. The driver had gone over his time and it would not be delivered that day. The call centre could provide me with another day to deliver bit no smaller slot. I asked if he could guarantee delivery next time, he said no. I asked that a supervisor contact me. No one did so I called again and no one had recorded my request on the file. I read offered a time slot for delivery but was so disappointed withe the level of service cancelled my oven.

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Ao.com's Comment

Written on: 16/08/2014

Hi DevinCarson491

Thanks for your review.

I'm really sorry about your experience, this is no our usual level of service I can assure you.

The time slots that we give are just estimated, we can never guarantee when the driver will get to a property as it's not realistic. We can always estimate a time slot, however on the day of the delivery there could be delays due to traffic, or for various reasons.

If there has been a significant delay and your delivery is well past its estimated time, then it is illegal for the delivery team to work past a certain time, as they begin to fatigue. I can fully appreciate that it is a massive inconvenience to our customers when this does happen, which is very rare, however the drivers cannot stay on the road for any longer than the legal time period.

Despite this, you should have been offered a free time slot for your next delivery. We wouldn't have been able to guarantee a specific and definite time, however we would have been able to book you within a time slot.

I apologise for the service you received. Things very rarely go wrong, however they still can and we usually handle issues very well. It is rare that a customer feels the need to cancel an order, so I'm really disappointed to see this.

Please can you send me your order details to the email address on our website and I'll look into this and deal with it accordingly.

Thanks, Cam- ao

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