Terrible service - Complaint about ArrowXL - A Spokesman Said

Terrible service

Complaint about  ArrowXL  | AWAITING RESPONSE


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Hayley Tomlinson

31/01/2017

Terrible service

Complaint about ArrowXL

Dear Arrow Xl R.E Your reference: 86266491 Parcel number(s): 009276660185D050 I am writing to compain about the attitude of the delivery of my tumble dryer today from members of your team. Firstly I received an email from yourself on two occasions; which stated that a phone call would be made to me 30 minutes prior to the delivery. I fully understand that I could have tracked the delivery myself and did so all morning. School run time came and the delivery time had change to 10:22 which gave me enough time to drop my little one at school and dash back as my slot wasn't until 9:15-11:15 and not to mention their were 12 deliveries before mine was due which gave me the confidence. In the mean time I received a telephone call off your employee at 9:35am to say they were outside my property. I questioned why they didn't call me to give me a estimated delivery time as I was on my way home and as a women who is pregnant you can imagine the struggle to be quick and he couldn't give me an answer he was funny about it saying he didnt swnd the email, he told me he didn't have any times to go off. Surely as a delivery driver the sat navigation system used would have gave him and his colleague some indication as to how far off they are from the property or maybe just the use his imagination would have told him he needed to phone. The attitude from them both on the telephone was awful! One spoke to me in a manner that was not acceptable 'I'll only wait as long as I can', 'my last delivery was 2 minutes away I don't know the area do I, I'm not from around here'. As a customer how was i to know this as I didn't receive any indication as to when it was being delivered only via the tracking which was changing every 15 minutes. Being on time then being 1 hr late. I informed him I was heavily pregnant and would be 10 minutes as I was just walking home, he told me he could only wait 3 minutes and that wasn't his fault. Who's fault is it then?. Therefore to rush back home I had to spend money on getting a taxi. The customer service of your employees were atrocious. Ino future youreference company needa to stop miss leading people know via email stating they would get a phone call prior to the delivery or you need to inform your employees not to phone when they are already waiting outside and give more leeway. Not every customer can be sitting at home waiting for a delivery when they have children and priorities. Regards Miss Tomlinson

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