Thanks phb for your interesting reply.
I have received an apology from the manager at Fyshwick 3 days later after my complaint to head office in melbourne was relayed to them,My direct email on monday did not produce a response.
First of all I would like to apologise for the overall experience you have had with your fridge purchase. I can agree it has been a big mess around from the beginning and I am very sorry that you and your friend were inconvenienced on the weekend.
I have spoken to my operations manager Jamie who has told me he did speak to you on Saturday (5th), discussed the miscommunication on our end, and confirmed that the fridge could be delivered this Saturday. I called my out of town driver to see if he was booked in to go anywhere near your area sooner, and unfortunately the earliest he is heading back down is still Saturday the 12th (this Saturday). If he does end up having to go down that way earlier I will let you know as soon as possible.
I have personally made sure your delivery is booked on the 12th, and the driver will give you a call roughly about half an hour away from your location.
My apologies again for this experience and if you have any further inquiries please feel free to reply to this email.
Have a good night,
Thankyou for your thoughtfully worded email.
I am not convinced this was a mixup.
This is a major failure in your system.
Kate rang the contractor who replied he would deliver the fridge at 4pm.He must have had a fridge and to identify the delivery kate must have mentioned my name and the destination.
Jamie suggests there was never any fridge to be delivered, this doesn’t make sense and smells like a misdirection to obscure the failure of your delivery arrangements with the contractor,who could not pick up the phone and ring me,or ring staff and say he’s not going to make it or say there is no fridge or there are circumstances beyond our control or ANYTHING.
Instead we were left sitting there like idiots all day waiting for nothing.
This is plain rude uncaring abuse of our time and a piece of text with the word apology in it fails abysmally in compensating us for this ridiculous lapse in customer service.
Yes,we can do it all again next Saturday,but I still feel we’ve been treated badly and casually by people who really don’t care.