I purchased a dual pulley machine and when I called for delivery, I was told I'd have to wait 8 hours. I explained that this would mean my partner and I would lose nearly £800 in income. The representative suggested leaving it on my driveway, but I was uncomfortable with a 200cm x 75cm, 140kg machine being left outside where it could be stolen or damaged by the rain. I opted for an AM/PM delivery slot instead. When I scheduled the delivery for the afternoon of November 28, I confirmed with the representative that the driver would call me an hour before arrival. However, this seemed confusing to her, but she noted it down. After being assured the courier would contact me, I received a call at around 3:25 PM saying the courier was outside, but when I checked, there was no one there. I informed the representatives, and they promised to call the driver back. I waited until 5 PM, the last delivery time, and nothing happened. They then offered Saturday from 8 AM to 12 PM, but again, no delivery. I spoke with a representative who assured me she would call back with updates, but I remain skeptical, as my attempts to reach the courier service have gone unanswered. As self-employed individuals, waiting between 9 AM and 5 PM for over an hour means losing income. My partner is a builder and I’m a personal trainer, so if we aren’t working, we aren’t getting paid. I was later told my machine would arrive around 5 PM, but the driver showed up at 1:30 PM without any assistance for me. The driver lacked the equipment to unload it, expecting me to handle it alone. Fortunately, my neighbors helped, as the driver wasn’t insured to move the item. The customer service has been appalling; I received no updates, the driver didn’t contact me as promised, and I had to chase the situation constantly. Waiting 9 hours for this machine has been incredibly inconvenient. The driver mentioned he was supposed to call 20 minutes before delivery, but I was told an hour ahead. There was no tracking, no updates, no calls, and no emails. This has been the worst customer experience I’ve ever faced. It’s unfortunate because the equipment is excellent. I am very disappointed that all I received were apologies and thanks. My partner lost money leaving work early for this delivery.
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