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“Very poor communications and uncertain delivery”

written by on 16/07/2017

The promise of next day/select day delivery for a mattress was just what I needed. I ordered my matress on Saturday 8th July and elected to have it delivered on Wednesday 12th July. I was promised that I could track my order on the internet and would be warned well before its arrival. On the morning of 12th July, the tracking system showed that the delivery company had no knowledge of my order. I emailed the company and was informed that they would reply within 72 houra. I emailed back that a 72 hour reply service for a 24 hour delivery service was unacceptable. I tried telephoning and it took over 40 minutes hanging on my phone to speak to someone who told me that the delivery had been agreed for 13th July. I emailed back a copy of the confirmation that it would be delivered on the 12th. I simply received an email receipt. For the whole of the 13th, the delivery company still reported no knowledge of my order. No delivery date or time was visible. Around mid-day I emailed back to report this and to cancel my order, that was not apparently with the delivery company. Again a promise of a reply within 72 hours was returned. Without any of the agreed prior warnings of delivery the mattress appeared around 5 pm on the 13th as I was starting to get dinner ready for my wife who has Parkinson. I accepted this unexpected and unprepared for delivery. The first night on the mattress was satisfactory. Summary - product delivered appears OK but communications with the company are unacceptable for an internet firm.