I had my bedroom set and washer and dryer delivered on the 1st of October. The delivery men would not move the furniture into my basement as I requested, which is what they are supposed to do according to the delivery handout everyone gets after making their purchase. One of the delivery men knew what they were doing was wrong, and convinced the other one to move the washer and dryer into my basement, but left the bedroom set.
So for a whole month my bedroom set stayed in my living room because I do not have a dolly, and when putting together the dresser- one of the pieces was missing, so it sat in my living room for an additional week while I waited for the piece to arrive.
A week after delivery I brought what happened to the attention of the managers of the London store, who informed me that the delivery men definitely did not do their job and asked me to write down what happened, so that they could pass it along to the head of delivery, Austin. I asked Toni, one of the managers if she thought I would get my delivery fee back, which she said she thought was reasonable and didn't see why they wouldn't do that.
Since then, I have called Tepperman's four times. First time, I was directed to Austin's voice mail after being patched through from; Customer Care, the London Store, and Delivery. After about a week of not hearing anything, I called back and was then again sent from Customer Care, to the London Store, to Delivery, but then I was patched through to, That Car Place (who Tepperman's outsource their delivery too.)
The third time I called, was at the beginning of November. I talked to Customer Care, and told the girl what had happened and the lack of response I was getting. She looked into my account and found out that the manager who had entered my order, messed up my phone number (which should not have really mattered since I left my phone number on the past two messages I left.) She said she corrected my number, and would send an e-mail off to Austin about what was happening.
The fourth time, today (Nov 22) I called Customer Care and explained the situation once again. The girl then called Austin and talked to him, and he said he would contact me in the next week. However, when I told the girl that all I wanted was for my delivery fee refunded to me- she said that it was not going to happen. When I explained that I was told that it would happen, and that it was the least I could ask for after not getting the service I paid for, and having to call them continuously for over a month- she said that I would not be getting my money back because the product was delivered.
I said to her that after everything that happened, it would be better for them to refund the money that they initially said they would- or that I would be going to consumer report sites and complaining about the lack of service. Her response was, "I'll take that threat to heart, but I'm telling you that your not getting you money back."
Pretty much, all I was (and am) asking for is $45 to make up for the horrible service from the delivery department, customer care, and delivery team (which even though they outsource, they are still accountable for the service, or lack of service provided by the delivery teams.)
Sgrossi3
London, Ontario
Canada
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