Unfortunate Delivery Experience - not...
Teppermans has always had consistent service, from product browsing, sales to the delivery process.
This past experience was not what I have come to expect from Teppermans, specifically on the delivery front.
Issues:
- Delivery Guy #1 (seemed to be the 'one in charge - other guy was a newbie) REEKED of cigarettes. I didn't even want him in my house. Could smell him long after he left.
- Ran into an issue with our french door fridge not fitting past my front bay window. Delivery guy #1 reluctantly entertained hoisting the fridge over my railing, but we could tell he just wanted to dump it and go.
- got it in the entrance way, and they realized the brackets that the lower freezer door hang on needed to be removed. Took extra time.
- got the fridge in my living room, and they realized that the rails that the freezer door rides on caused the fridge to not fit into my kitchen.
- we assumed that the rails needed to come out. Response?...
Teppermans has always had consistent service, from product browsing, sales to the delivery process.
This past experience was not what I have come to expect from Teppermans, specifically on the delivery front.
Issues:
- Delivery Guy #1 (seemed to be the 'one in charge - other guy was a newbie) REEKED of cigarettes. I didn't even want him in my house. Could smell him long after he left.
- Ran into an issue with our french door fridge not fitting past my front bay window. Delivery guy #1 reluctantly entertained hoisting the fridge over my railing, but we could tell he just wanted to dump it and go.
- got it in the entrance way, and they realized the brackets that the lower freezer door hang on needed to be removed. Took extra time.
- got the fridge in my living room, and they realized that the rails that the freezer door rides on caused the fridge to not fit into my kitchen.
- we assumed that the rails needed to come out. Response? 'Buddy, Ive been doing this for 14 years, they dont come out' - come ON - they HAVE to come out. The fridge was assembled - surely these could be dissassembled!
- as a result, we had to pull my living room/kitchen door frame OFF to gain the extra 2 inches to get the fridge in my kitchen. Now I have repairs to do in both the kitchen and living room that I wasnt prepared for.
- while it only took about 20 minutes to get this done, we heard several times from Delivery Guy #1 that they were late, running behind, etc. I went out and checked how full his truck was (as he left it open) - there were NO appliances, and nothing on there other than a couple of couches/chairs.
- bad language while struggling with getting the fridge in place. Not proffessional
- tools - they didnt appear to have the tools to do their job. Drill battery was dead - they had to use mine. Good thing I HAD one. No backup...poor organization.
- 'one in, one out' policy - they didnt bother to move my old fridge and stove out first - they tried to manoeuver around them in my TINY kitchen - very disorganized
- 'one in, one out' policy - yes, they moved my old stove, but left it out my front door in my driveway - did not ask where I wanted it
- 'one in, one out' policy - they ignored my repeated requests to move my old fridge downstairs
- old fridge was left in my living room
- called Teppermans to a) provide my verbal feedback on the experience, and b) request a driver come back (issue was apparently escalated to the 'Delivery Manager' via email). 6 days later, I still had not heard back from Teppermans on either issue
- I had to make alternate arrangements to get my living space back, and move the fridge downstairs
- called Teppermans to let them know my issues and concerns and ask for a survey where I could provide my feedback formally. Staff who answered my call didnt even ask for my name, and now here I am completing a public survey?
Pics added.
Kitchen1 - shows how tiny my kitchen is...and we were working around 2 fridges, and 2 stoves!
Kitchen2 - view of removed door frame from the kitchen side
Kitchen3 - view of removed door frame from the living room side
11/14/2016 - UPDATE:
Spoke to Pamala. Issue has been addressed. Resolution offered is absolutely appropriate.
Thanks for turning this one around Pamala! Hopefully my feedback can assist with improving processes moving forward.
Tammy
Comments
Hi There Tammy,
We're sorry you've had such an ordeal. Thank you for taking the time to write us such a detailed review!
I would be very grateful if you would consider reaching out to our Customer Care Relations Manager Pamala.
Perhaps she can help resolve this and provide a solution that works best for you.
If you are so inclined, please call her at 1-877-315-5170 x. 1426 and by all means, mention that Gerry sent you.
Thank you again for providing the feedback, I hope we can help make this better!