Bloopers 'n' Blunders

A Special Gift Gone Wrong

After 15 years with the same deck furniture, we were thrilled to finally replace it. Knowing this new set would need to last another 15 years, we were excited about the upgrade! We chose a big box store for its variety and pricing, but the ordering process quickly became frustrating. We were repeatedly told what couldn't be done:

• They couldn’t guarantee all items would be delivered together.
• Delivery would only include unloading in the driveway—not moving items to the deck.
• We might not qualify for 12-month no-interest financing (they'd "check and get back to us").
• No recommendations were available for assembly services.
• Delivery would be scheduled for a single day between 6:00 AM and 8:00 PM.

Despite these challenges, we placed the order. On delivery day, we waited... and waited. By evening, all we got was a vague text saying they couldn't "prep" all the items for delivery. No further details. No delivery.

We called the store and left a message. Days passed without a response. Finally, we got a person on the line who was shocked to hear about the issue and rescheduled delivery for another 14-hour window. When the delivery finally arrived, two chairs were missing, and two chaise lounges were "pre-scratched," forcing us to load them into our car for a return trip to the store.

Customer Service Opportunity
Ensure that products displayed in your showroom can be delivered promptly and in perfect condition. A 14-hour delivery window is unreasonable—narrow it and keep customers informed about delivery timing. Customers judge your service not only by showroom appeal and prices but also by how well you support them from purchase through setup. Offer communication tools like live updates or smaller delivery windows and compile a list of reliable local handypersons for assembly assistance. Providing full-service care will leave customers feeling valued and supported at every step.

A. W.—Colorado

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