She Herself (ipsafictura) wrote in bad_service,
She Herself

Hire a new shipping company!

There's nothing better than having your time wasted when you have a 6-week old baby, amirite? My husband and I recently ordered an elliptical machine from Sole, and while Sole themselves were just fine, the shipping company they used was less than ideal. Here's the timeline of events:

October 6th: We order an elliptical. Since we've got the aforementioned 6-week old baby, we pay the extra bucks for "turnkey" installation, which involves them bringing the elliptical into the house and assembling it for us. Sole lets us know that the shipping company will be in touch with us in a few days to schedule the delivery. Dandy.

October 10th: The shipping company contacts us and sets a delivery window for the 13th. Also Dandy.

October 13th: The shipping company arrives and immediately says that our driveway is too steep, and they can't get their truck up it. This part is admittedly my error, I didn't think to mention the steep driveway because the moving company and at least one other delivery company have been able to back REALLY big trucks up it, so I wasn't used to it being a problem. The delivery man then decides that he needs three guys to get the elliptical machine up our stairs, so they can't bring the elliptical machine back the same day on a smaller truck. They tell us they'll have to okay the third delivery guy with Sole, and then they'll call us to reschedule. Less Dandy.

October 19th: Having heard nothing from the delivery company, I call Sole, who hasn't heard from them. So I get their number and call them directly only to find that they've done... nothing. Apparently they need to transfer the elliptical machine to another company which will be able to do a three man delivery, but they haven't contacted them, or Sole. They're just keeping my elliptical sitting around their warehouse, possibly hoping that it will just magically go away. Seriously Undandy.

October 20th: I call Sole back and express my displeasure, to their credit they promptly offer to refund the cost of the turnkey delivery, so good_service on their part.

October 21st: The other shipping company calls and schedules a delivery. Painless.

October 26th: The other shipping company arrives and finally delivers and installs our elliptical machine. The punchline? They used two guys. Two average sized guys. With no special equipment.
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