Ordered a Maytag fridge. Was told it would come last Tuesday, which worked as I was heading out of town two days later. Got a call Tuesday morning telling me the fridge was delayed and would not be delivered on Thursday. My wife changed her plans in order to be home Thursday afternoon for the delivery. Ben's employees showed up and took the new fridge out. He then looked over the stairwell and told my wife that he'd be unable to get the new fridge in. My wife asked him if he wasn't at least going to try. They "tried," and said they couldn't do it. He then asked my wife if she wanted our old fridge put back!!!! After putting it back, the door didn't close properly so my wife had to ask him to fix it. I got a call from the store while out of town alerting me to the failed delivery. Ben's decided to refund the purchase rather than have the $1800 fridge delivered by more competent deliverymen. I then went to a competitor and ordered a frdige that was identical in width and depth and three inches taller that the one that couldn't be delivered by Ben's. It was delivered this morning as promised, and the men had no problem bringing it in. In response to Ben's reply - The stairs are not spiral. There are 10 laminate stairs straight up and a 90 degree corner of two additional stairs. Interesting that the other company was able to take the old and new fridges up and down the stairs without taking off the doors....
- Approximate cost of services:
- $1,800.00
- Company Response
The customer ordered a refrigerator on a Thursday with the delivery being Tuesday. The shipment from the US was delayed 2 days and the customer was notified. Thursday afternoon was the best time for the customer after the delay. At the time of the delivery we disassembled the old refrigerator and took it out. After disassembling the new larger refrigerator the delivery team thought it would be too dangerous to bring it up a steep set of wooden stairs with a 90 degree turn. We then put the old refrigerator back together and put it back in place fixing a door seal that wasn't allowing the door to close when we put it on. We communicated to the customer who wasn't home that we had to walk away from the delivery and gave him a full refund. The customer was understanding at the time and we recommended he purchase a refrigerator from another store. **edited in relation to stairs**