topic Re: PBarn delivery gone bad in Among Friends

PBarn delivery gone bad

Gabidog — Sun, 23 May 2021 11:01:49 GMT

Yesterday my chair and ottoman were scheduled for delivery between 11:00 and 1:00. I was so looking forward to it after waiting six months since placing the order. Well, delivery window came and went so I called cs. Oops, no delivery today! Rescheduled for next week. Cs called back saying delivery was today within the hour. Window came and went. I called cs. They are coming soon...driver called and said 45 minutes away! Window came and went. I called cs and dispatcher said they were stuck in a tunnel due to accident and would be hours. Within five minutes the delivery arrived and I opened the door and complained about all of the misinformation. Driver took great offense and yelled at me, took my boxed chair and ottoman and threw them back on the truck and left! I called cs and told them what happened. They tried to turn the truck back but I guess the driver refused. So...next week we will try again but somehow I think I will not look with loving eyes at the new chair and ottoman. And I doubt I buy more furniture from that place I loved for many years.

Re: PBarn delivery gone bad

PickyPicky3 — Sun, 23 May 2021 11:19:50 GMT

Are you paying for delivery? PB should at least reimburse that charge.

Re: PBarn delivery gone bad

CalminHeart — Sun, 23 May 2021 11:22:45 GMT

The driver's mistake was putting the product back in the truck. However, I would never complain to a driver. They are under enough pressure, have so many deliveries to make each day, and don't need to listen to complaints. It wasn't his fault and he likely made a special trip to deliver it. IMO, if someone complained so many times to me, I'd probably react the same way. I would have said thank you and let it go.

Re: PBarn delivery gone bad

PickyPicky3 — Sun, 23 May 2021 11:33:58 GMT

I think the OP had a perfect right to ask the driver for an explanation. She's paying for the service. Better to get the explanation directly from the people involved instead of customer service. Especially when you have to make a decision about tipping.

My feeling is that something was wrong with the driver that day, whatever that might be.

Re: PBarn delivery gone bad

CalminHeart — Sun, 23 May 2021 11:38:04 GMT

@PickyPicky3 wrote:
I think the OP had a perfect right to ask the driver for an explanation. She's paying for the service. Better to get the explanation directly from the people involved instead of customer service. Especially when you have to make a decision about tipping.

My feeling is that something was wrong with the driver that day, whatever that might be.

The driver doesn't update the system or keep track of what's on it.

Re: PBarn delivery gone bad

shaggygirl — Sun, 23 May 2021 12:11:29 GMT

@PickyPicky3 wrote:
I think the OP had a perfect right to ask the driver for an explanation. She's paying for the service. Better to get the explanation directly from the people involved instead of customer service. Especially when you have to make a decision about tipping.

My feeling is that something was wrong with the driver that day, whatever that might be.

@PickyPicky3
She didn't say she asked him for an explanation, she said she opened the door and started complaining. That was obviously the straw that broke the camel's back after the day he'd had none of which was his fault.

Re: PBarn delivery gone bad

50Mickey — Sun, 23 May 2021 12:12:07 GMT

Driver is at the door with the furniture that you have been waiting for for 6 months why complain to him? I would have complained to Pottery Barn customer service not the driver. I doubt that the drivers make up their own schedule. Of course the driver did not react in an appropriate manner but who knows what he had to put up with that day? Maybe irate customers taking out their frustrations on him.

Re: PBarn delivery gone bad

KBEANS — Sun, 23 May 2021 12:26:28 GMT

Keep in mind that traffic plays a big part in the delivery "window" period. This is just an estimate.

The misinformation was with CS not the driver. Your beef is with them, not him.

Your item is placed on the truck in order of his route. The items are delivered in the order the truck was loaded, meaning everything in front of your chair has to be delivered first. If an issue arises with deliveries prior to yours, it means that the freight has to be reloaded back on the truck; causing more delays. (unexpected for the driver as well, and more shifting and moving and time consuming, and back and ball breaking for the guy) Everything that doesn't get delivered causes these delays. We don't think this way as the waiting recipient; we just know ours is still not delivered.
Did you notice if the driver had a helper with him? These days the driver is often alone and does all the work himself.

Another thing is, the longer your item stays on that truck; being bounced around, dragged on and off, put back in the warehouse, taken back out to redeliver, the greater chance there is for it to be damaged. Take it from one who knows.

@CalminHeart @50Mickey I see you get it. 😃

Re: PBarn delivery gone bad

mspatmac — Sun, 23 May 2021 12:40:31 GMT

Have had similar delivery issues and the first thing I said to the delivery person was "am I happy to see you"!

The driver most likely was an employee of a delivery company contracted by PB to deliver their furniture and not even a PB employee. Not saying driver was right to do what he did but he must have had a heck of a day too.

Re: PBarn delivery gone bad

Foxxee — Sun, 23 May 2021 12:49:09 GMT

I would have given him a pass knowing he was stuck in an accident. His delay was unavoidable.

Re: PBarn delivery gone bad

teganslaw — Sun, 23 May 2021 13:56:05 GMT

The driver maybe thought that the OP didn't want the furniture, after all. It sounds like there was a lack of communication between them. Although it wasn't the best move, I really don't blame the driver for doing that.

Re: PBarn delivery gone bad

PickyPicky3 — Sun, 23 May 2021 14:11:28 GMT

I'm going to hold to a minority opinion here.

Yes, the OP could have handled the situation better. But I don't believe she was responsible for the delivery man's response.

Back-ups and delays in deliveries happen every day. Customers vent their frustration at the deliverer, whether appropriately or inappropriately, every day. It's part of the job. Every day. The OP shouldn't feel so guilty.

But to have the driver refuse to complete the delivery is so unusual, and so extreme, that there has to be an unknown factor in this equation. That action risks being fired. The driver must have been experiencing some significant stress, unrelated to the job, that caused him to snap.

Of course, this means that the OP can continue shopping at PB, which probably had nothing to do with the incident. PB still should reimburse delivery charges.

Re: PBarn delivery gone bad

Glitter51 — Sun, 23 May 2021 14:51:04 GMT

IMO- you should have just thanked the driver for delivery and took your frustrations out with PB.

Re: PBarn delivery gone bad

tiny 2 — Sun, 23 May 2021 14:52:58 GMT

@Gabidog wrote:
Yesterday my chair and ottoman were scheduled for delivery between 11:00 and 1:00. I was so looking forward to it after waiting six months since placing the order. Well, delivery window came and went so I called cs. Oops, no delivery today! Rescheduled for next week. Cs called back saying delivery was today within the hour. Window came and went. I called cs. They are coming soon...driver called and said 45 minutes away! Window came and went. I called cs and dispatcher said they were stuck in a tunnel due to accident and would be hours. Within five minutes the delivery arrived and I opened the door and complained about all of the misinformation. Driver took great offense and yelled at me, took my boxed chair and ottoman and threw them back on the truck and left! I called cs and told them what happened. They tried to turn the truck back but I guess the driver refused. So...next week we will try again but somehow I think I will not look with loving eyes at the new chair and ottoman. And I doubt I buy more furniture from that place I loved for many years.

@Gabidog, Loving eyes? I bet when that chair comes back to you it will be damaged. I have had a bad experience with a couple of things from them. I stopped shopping with them unless it was something I could carry out of the store.

Re: PBarn delivery gone bad

Love my grandkids — Sun, 23 May 2021 15:28:36 GMT

@Gabidog Nothing like shooting the messenger, huh? Bet you made his day after all he went through being stuck in a tunnel and knowing customers would be mad. Wow.

Re: PBarn delivery gone bad

ID2 — Sun, 23 May 2021 15:51:58 GMT

That delivery driver was already having a horrible day. He knew all the deliveries he was going to make were going to be to irate customers. I would have killed him with kindness. I would never, ever had berated him for his lateness, which wasn't his fault. The OP needs to apologize to this driver. All she seems to think about is her feelings. Come on!

Re: PBarn delivery gone bad

QVCkitty1 — Sun, 23 May 2021 15:59:15 GMT

I would have bee so glad to get my furniture at last, I would have just let it go. Now you you have to wait.

Re: PBarn delivery gone bad

Bri369 — Sun, 23 May 2021 16:00:38 GMT

I totally get upset about the delays. IMO, the driver was not at fault. Pottery Barn CS should have alerted customers to the delays as soon as the driver alerted them of the delay.

If I waited 6 months for a piece of furniture, I would never have allowed the driver to put it back on the truck and drive off.

Re: PBarn delivery gone bad

50Mickey — Sun, 23 May 2021 16:04:04 GMT

Sort of like throwing the baby out with the bath water?

Re: PBarn delivery gone bad

depglass — Sun, 23 May 2021 16:27:44 GMT

None of this fiasco was the driver's fault. Is he a direct employee or contracted delivery service? I hope he doesn't lose his job, it sounds like you were his last straw.