Purchased an Asko dishwasher from The Good Guys on 27 March. Delivery was booked for 1 April as pickup wasn’t an option. I took a day off work specifically to be home.
On 30 March, I received a text asking me to confirm delivery. I replied “YES” within 4 minutes. Despite this, I received another message the next morning at 8:25am, and then at 9:30am was told my delivery had been cancelled because I “hadn’t responded”. The text messages clearly show that I did respond, so this was entirely their error.
At the time, I was working overtime to make up for the day off I was about to take and by the time I saw this, the call centre was closed.
When I called the next morning, the first staff member was helpful and escalated the issue. The state manager who called me back was dismissive, sounded annoyed that she had to deal with it, and took no accountability whatsoever. She couldn’t reinstate the original delivery date and instead pushed it to the following day, offering “free installation” as if that somehow makes up for lost income and wasted time.
Taking another day off wasn’t financially viable. I made that clear and said I needed a firm delivery window so I could coordinate with work. I was told it would be the first run of the day, 7:30am and that I’d receive a 2-hour window. The next day I received a text at 8:00am saying delivery would be between 8:30am -10:30am.
When the driver arrived at 9:40am, he was friendly, but he was a Hertz delivery driver, not an Asko installer. He actually laughed when I asked about installation because he hadn’t been told and isn’t qualified to do it. After everything that had already gone wrong, I was then expected to chase it up myself. I haven't and won't.
This whole experience has been a mess from start to finish. A confirmed delivery was cancelled due to their own system failure, it cost me time and money, communication was poor, management was dismissive, and the so-called resolution still didn’t deliver what was promised. Even on the rescheduled day, the job wasn’t completed.
Completely unacceptable. God forbid if the dishwasher ever needs servicing…
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