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Ordered a cooker from John Lewis. Expert Logistics (EL) were to deliver, install, and recycle my existing cooker.Attempt 1: After the delivery time had expired, I was called to be informed that their apparently only registered gas installer was ill, and therefore the delivery wouldn't go ahead. Not great communication, but just about a reasonable excuse.Attempt 2: Turned up on time. Delivery driver asked to look at the existing cooker and stated "oh, that's a gas cooker. I can't do that". So the self-proclaimed experts in logistics don't understand that a gas cooker requires a gas-trained installer. Genius.Attempt 3: Turned up on time. After a very rushed couple of minutes, during which the driver pulled out the existing cooker and inspected the out-side gas pipes, he declared that the external pipes were too small and needed to be upgraded. At this point he offered to leave the cooker and take mine - an offer I wish I had taken (it was a free installation and recycling deal, hence not wanting to use another installer). Note: The old cooker had one more gas oven than the new and was installed by professionals, so not sure why this would be an issue. At this point EL decided that they could do nothing more about booking a delivery or installation and I would need to contact Stoves (with whom I had had no previous contact at all). Stoves informed me that I would need to cancel the order with John Lewis and re-order. To be fair, John Lewis were very good about it and even refunded me the difference.Attempt 4: Turned up on time. Phone was blaring from a "on hold" call (I was informed this was for another customer). Pulled out the existing cooker, and asked me where the meter was. At this point he walked out the front door, leaving it open. A few minutes of his absence later, I checked and he had left. No explanation, nothing. I assumed he had gone to the "other customer", and so waited until the end of my delivery slot before calling EL. I was informed that they had decided it as an "unsafe environment" (which the previous 2 drivers had failed to spot), and not even given me the courtesy of informing me or offering to simply leave the new cooker in my possession. I was informed that EL would do literally nothing more about it until Stoves asked them to do something. Stoves have informed me that they will now have it just delivered (my request - I'm sick of EL), but I will now have to pay the cost of installation with another company. I'm assuming they will still be using EL to deliver it, so my expectations are not high...Note: by the new delivery date, my almost £2000 will have been sat with these companies for a total of 6 days short of 4 months. Truly "Expert" Logistics.
Incompetent and bad customer service.Was supposed to get a washer dryer replacement delivered last Thursday but the drivers simply cancelled the delivery because they couldn’t find a parking space in front of our flat building (even though there’s a huge car park in less than a minute away). They then booked a redelivery on Sunday, came at 7.30 in the morning. The delivery person seemed pissed off that our flat is on the second floor, said we were lucky he didn’t cancel this delivery. After a rushed installation of the machine, they left our old one in the middle of the living room, refusing to take it back as their truck is full (this really isn’t our business, they should’ve delivered the service they promised). When asked to bring the old washer dryer downstairs in the communal hallway for future pick up, they said they couldn’t because they were too tired?! I managed to rebook a collection for this morning. Instead of picking up our old machine, the drivers took a picture of our door and sent it to their office saying we didn’t answer the door. I am furious that they’d make up a lie like that as I was most definitely in the flat, checking the tracking link they sent multiple times to ensure the machine gets picked up today. I spoke to the call agent twice today, the first person said she called the depot, this would be picked up by 1pm. I then had a voice message saying from her colleague saying I need to rebook for collection. I called again, spoke to another person who called the depot, confirming this will be picked up by another driver today with a courtesy call. It’s 6pm, no one’s come to our flat nor did they give me a call as promised. I called again, spoke to someone new who told me they had “no records” of my previous calls to them and the depot never received any calls today from the office? This was absolutely ridiculous! The last person rebooked a collection for Thursday - I’ll put an update here to see if this actually happens.The service this company provides doesn’t make any sense based on my experience. How could a simple transaction of delivery/collection be so complicated for a so called logistics company? Please stop wasting your customers’ time and delivery the service you promise!
Paul and Blair delivered my large fridge/freezer against all odds ! Heavy building material that should have been moved was blocking my pathway but they still managed to deliver via my neighbour's driveway. No small feat and I was really pleased. Brilliant service !
Waited 7days for a delivery and on the day I got a text at silly o’clock to tell me that they were coming between 7-11am. Waited up until 7pm!!!! No show!!! the app was still telling me they were coming at 11am! What’s the point of having tracking. Called the office over a period of 2 days was on hold for 45 minutes. Was told that I now have to wait another 7days for delivery as the driver had run out of hours! How ridiculous!!!!! Why couldn’t they have just texted or called to say that the driver was not going to make it? Bad service!
So after 3-4 months waiting for a shed I had good news 'your shed is to be delivered by Expert Logistics' end of good news.Set a date and a 3 hour window of delivery, great my partner is in all day bar a quick school run which is not within this delivery window.The driver rang me morning of delivery, can't make until around 3. Sorry no good this is the only one brief window of the day where we are not available, can you schedule to come before or after?Nope you are too out of the way, so of no benefit to come unless someone is around at 3.Rang their office after a 45 min wait, they asked if I can arrange for someone to take collection whilst my wife is out for 20mins on the school run. After another 35 min wait on call, I tell them I have someone to cover that brief period at home so the driver could now come now at the time he suggested.But the driver wasn't answering his phone this time.Long story short no idea where this shed is or when it is to be delivered, called several times and gave up after waiting over 35 mins the forth and final time. Clocking in at nearly 2 hours of waiting to the sound of nineties pop being played out, sounding like it was recorded on a submarine several miles under sea. No person should have to listen to S club 7 more than once in a day.Absolute shambles of a service, think the driver either had an appointment to make or wanted an early finish. Telford out of the way, really?
Was meant to deliver at 2pm on Sunday, turned up at 12.50 & said they would call me back after driver said he could just leave a 50" TV if I didn't tell his office?He didn't ring back and took TV away so waited 5hours for them to bring it back but of course they didn't.AO said EL would call me before 10pm. Nope.Then they said would deliver between 7am and 9am......text me at 5.50am, rang me at 6.27am and turned up at 6.37am getting me out of bed!!AO agreed to unpack and check TV I had waited from Tues, this is now Monday!Nope drivers can't do that and also promised to get office to call me at 7am....nope!And despite me already letting them know numerous times at the email address on their pathetic response below, no one has ever been in touch and also failed to pick up TV in time slot I gave them today!No one has done anything to remedy their complete joys incompetence and lying drivers!
Awaited in all day for delivery, phone call stating at 3:15,30 mins until delievery,continued to check tracking 1st on delivery then 2nd and now,message saying failed to deliver,not very good for a delivery service that fails to deliver,plz don't tell me to email contact as you don't even answer,or reply back,pointless if you are going to tell me we are sorry this has happened,not our usual way of practice,and still don't do anything will not recommend this company
Just plain awful. Due for a fridge to be delivered at 7:08-11:08 still waiting at 15:26Tried to call customer services - been waiting for 30 (waiting 45mins in the end and gave up) on hold. Have emailed no response - This was still the case after the response below. Don’t bother with this company just awful.I have edited to add it arrived 7 hours late. The drivers were excellent but communication from the company is shocking - no one could say what was happening. Do not book time off work to be there!
Ordered a washing machine from Argos and paid extra for expert fitting and recycling of old machine. Got a text today to say delivery would be between 3 and 7 tonight so had to take a half day from work. It's now 8:30 and still no sign of anyone and nothing to inform us of what's happening. Tried to call but surprise surprise It's closed. Absolute cowboys and I'll be looking for my lost half day wage back.
If I could give 0 stars then I would. We ordered a fridge freezer from Boots Appliances, which turned out to be an extra outlet for AO. Unfortunately for us, the delivery was booked with Expert Logistics.All seemed okay until the delivery team arrived without our access and delivery instructions and without the ability to remove the fridge doors. They passed it off as being a faulty appliance and cancelled the delivery. Our first wasted day.Customer service seemed great. Apologetic, checked with manufacturer, re-booked delivery... Except that they hadn't. So we lost a second day waiting in for them. Not least because allegedly EL were only contactable by email to check on delivery times. Really!!? Third time lucky we thought. This time they will know how to take the doors off. We had been assured that it was a basic skill. 2 very grumpy delivery people turned up. They didn't like the access - although for the third time - I had removed our front gate - They didn't know how to move things safely at all. While moving our old appliance out they broke our waterbutt and damaged the appliance. Neither of which they disclosed to me.Then they failed, again, to remove the fridge doors and revealed that neither of them were trained to do it.Expert Logistics 'phoned me shortly afterwards and tried some really poor customer-blaming techniques. "Your gateway is too small. You knew the doors didn't come off the fridge." Both lies.They did not admit that they had sent untrained staff, twice and failed to send anyone at all, once. They could not acknowledge that we had only agreed to any re-deliveries because we had been promised that the drivers that they sent would be knowledgeable and trained. I stayed polite with all staff at all times, but this was a complete, unmitigated, disaster that left us out of pocket, a flooded yard from the broken water butt and the conviction that we would NEVER buy anything from AO or use Expert Logistics' delivery "service" again.I have read the reply from EL. I note, as I am sure everyone else does, that a basic apology without any attempt to address specifics or put things right is utterly meaningless. I can reiterate that I will never willingly shop with AO or any other company who uses EL again.
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