Kudos for Wickes but not the courier!

What an 'interesting' day I've had! Last week I place an online order at Wickes for two bifold doors. They came today.

Now I have been suffering from a really crippling bad back since middle of November. It's getting better - today was the first pain-free day since it started.

Enter courier: he arrived at the door with the first package and I asked him if he would kindly take them through into the kitchen where they would be out of the way - that's about 12 unobstructed feet away. He said no, it was a door delivery only and he wasn't allowed to enter the property because of the insurance. So I asked for his firm's number so I could speak with his boss. He refused to give it but phoned himself, standing out in the road where I couldn't hear him. He said the rule stood. I asked again for the number and he pointed at his van. The number was NU. He wasn't interested. He said he couldn't wait any longer and would I sign the delivery note. I refused on the ground that the delivery hadn't been made to my satisfaction. He said I had to. I just said "I do? Tough luck!" and shut the door!

I rang Wickes at Newcastle (who handles the order) and the manager was very upset that I hadn't been assisted on such a trivial point. The 'rule' was just to stop drivers being expected to tote boxes of tiles up two flights of stairs, etc. and not to get out of helping a 70 year old infirm lady! He would look into sorting it, maybe get the driver back but he would ring me back shortly to let me know.

A few minutes later the phone rang. It was the driver's manager who sounded more than a little put out. He wanted - demanded, rather - to know why I had refused to sign the delivery note. I simply told him I had reported the incident to Wickes and I would prefer he spoke to them. But he didn't want to speak to Wickes, he want wanted to speak to me! He wanted to know why I was being so difficult and etc., etc. I just kept repeating that he should talk to Wickes. You could almost hear his blood pressure rising!

Then he told me that this was actually theft and he should inform the police. How would I like a couple of policemen to come and take me in? :rotfl: I invited him to please try and do so as I was sure the police wouldn't be in the least bit interested! Then I told him again to speak to Wickes and hung up.

Later the Wickes manager was on the phone again and I told him how this chap had threatened me with police for theft. He said didn't you point out that you had paid for the doors so they were your property? I forgot that!

Anyway, he was really angry that his customer had been treated like that and promised that this would be escalated to the highest level! Later again, the manager of the customer service rang me with something they had worked out to resolve this. As he hadn't heard, I told him about the threatening call and he was horrified! Turns out the MD of the courier firm is a pal of the store manager so the CS chap said action would be taken about that at the highest level!

Anyway, solution they came up with was this: they arranged for the doors I have to be taken back and a full refund given (already received!). I then place a telephone order directly with the store, they have their own chaps deliver it tomorrow and place it where I need it placed. Then ...... they will take the other doors back!

:skp: :rotfl: Yah think they will actually unload the doors they bring and take the others back? I will have to hide - it would be impolite to have hysterics while they do that!

But in truth, I really can't complain. Overall, Wickes have been absolutely fantastic over this. I suppose I could have struggled to move the doors but the cartons are very tall and I could just wreck the improvement I have in my back. I need to be at work in ten day's time so I don't want to put that at risk. I know it seems an awful lot of fuss over a 12 feet but they have kindly assured that's not the point. They want to see their customer properly dealt with. I was also asked if the driver was rude; I had to say not at all. He was a regular 'jobsworth' type and somewhat sullen; what I, as a manager, would have called 'dumb insolence', but he wasn't rude. His manager, however, was.

And a 'finally' point - when I placed the order, they knocked off the £9.95 delivery charge as a gesture of good will and also withheld the VAT increase so it's been a good result.

What a day! I have to chuckle when I think how that courier manager has realised he picked on the wrong gal to try and bully! What a prat!