Recently, I ordered a product and agreed on a ship date. Since the product was being delivered to a warehouse and I needed to rent a forklift to unload the truck, we set a delivery time to meet at the warehouse.
The company called one hour before arrival and said “oooops”. They asked to delay TWO DAYS. (Apparently they were unable to figure that out two days ago) Since I was paying rental on the forklift that had been delivered that afternoon, I negotiated delivery of an inferior quality product to reduce the delay to ONE DAY.
Next, they promised to call and give me 30 minutes notice before delivering. Based on that information, I called and renegotiated an extension of rental time on my forklift.
They called the next day at 11:30am to inform me that the 12:30pm delivery time had been delayed until 3:30pm. So, I adjusted my schedule again.
Then, they called me at 2:00pm to say “we’re leaving now and will arrive within 30 minutes” (notice that is different information than what I had received 3 hours ago). I stopped everything and drove to the warehouse.
They did not actually arrive until 3:00pm, missing the committed arrival time by 100%.
Overall, I spent over 4 hours negotiating delivery of this product. Now, I cringe whenever they call. I will never trust them again to deliver on time.
Question: How do people react when you call? Are they glad to answer, or do they cringe when they see your caller ID number?
Thanks for listening.