Well I am disappointed at the customer service I got from Trilogy in Nedlands. Not so much the customer service from the sales staff but the lack of instruction and follow up, so I think it’s about time I had a whinge and got it of my chest. You know sometimes we just want, need, to be heard. Makes you feel like a valued customer, apparently, this is true, trust me.
One of the senior staff members, who is treated like a god, (appears to be treated in this way, yes I know I am being harsh, sorry) makes the call, handles your delivery booking, ensures you have paid up, organises delivery dates, generally making sure things tick along nicely. However he’s absolute crap at follow up and at taking notes. I realise his needs are more Important than mine, that’s right me the customer.
When he rang to organise a delivery date, I organised taking the day of work to receive the said delivery, of course you daren’t ask for a specific time, as that just isn’t going to happen, you get a time slot. I kind of get that, no one messes with the delivery truck or the time sheet. By the way the delivery chaps are awesome.
But I am tired of the over promises and under delivery of customer service. I specifically said that I understand that you can’t give me a time, but that a 2 hour time frame is great. that I would be home all day to accept the delivery except between 11.45am and 12.15pm.
So guess what they did, rang to say delivery would be at 12pm (FOOLS). WTF said I silently. Then reasonably, calmly, with a slightly raised voice, said that I had already said I would be out at the time for an appointment (did they not write that down somewhere, anywhere) that I could not change my appointment. (beautician, we all know how important that is)
There were no notes left by the lovely man at the other end of the phone, as to my small request as he was away on holiday!!!!! No kidding sherlock, see absolutely no follow up whatsoever. I wouldn’t buy from them, however after much searching they had what I wanted.
So how did we solve this, we had to have delivery two days earlier as Brittany was home sick and could take the delivery (her boss wouldn’t let her go to work).
Here were my issues:
- Room wasn’t ready to receive delivery
- At least it was painted
- Furniture was being delivered by two men as the furniture is heavy/solid
- They state the expensive delivery costs covers two men to place furniture in requested position
- So as delivery wasn’t as originally planned
- That left husband to shift furniture by himself
- Not happy!!!!! (he wasn’t happy)
- It sits where it does for the moment as I have some decisions to make
- Follow up post later
- When room is completed
- I will not promise and under deliver
- I will follow up, it may be a little way away
- But it will happen
|New TV stand, more to be revealed later, Drapes are ready to be installed, Yipeeee!!!.|
|Meet Henry, he arrived this week, Henry will live upstairs behind my desk, what do you think?|
I feel so much better now, do you? Customer service is my job, so my expectations are high, it’s a curse people.