I am sharing my experience due to a very unsatisfactory delivery involving my nearly 92-year-old mother, who is frail, has limited mobility, and relies on a walker. On December 23, a new fridge/freezer was delivered to her home. The delivery team left the unpacked unit right in the middle of her small kitchen, expecting her to move it herself, despite her clear age and mobility challenges. Only after my mother insisted did they partially unpack the fridge/freezer and move it aside, but they left the kitchen floor cluttered with packaging, creating serious trip hazards for someone who struggles to walk and depends on a walker for safety. My mother understood that the delivery team couldn't take away her old fridge/freezer since she hadn't been able to defrost it beforehand. However, this was particularly distressing as she had paid for the removal service, and her inability to defrost was directly due to her age and frailty. I filed a formal complaint on December 23 (reference ENQ 202 512 491 56). While I received a generic reply stating the issue was being addressed internally, it did not adequately recognize the seriousness of the situation or the impact on a vulnerable elderly individual. Attempts to follow up via email were unsuccessful, as the provided address was a no-reply. Overall, this experience highlights a troubling lack of care and consideration for elderly and vulnerable customers, both during the delivery process and in the handling of complaints.
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