Originally posted by stonecarvings:
hello, i am really enraged by something i encountered today
at with [b]v.hive furnitures and i would like you guys'
opinions on it.
now, days before i placed my order with v.hive, i called one of
their branches to ask about their exchange policy. i was told that
i would be allowed to exchange as long as delivery has not been
made. i even double-checked by asking if it means that as long as i
have not received the goods, i will be allowed to change, they said
yes.
so i placed an order for a desk on sat night and we subsequently
arranged for it to be delivered tuesday 6-8pm. i specifically asked for after 6pm.
now, given what they told me, i logically thought that i had up to
before 6pm to make a change, or give and take, at the very least
before 5.30pm.
so i intended to call them before 5.30pm
to request for a change of item.
BUT, their delivery man, for no apparent reason other than just
because they wanted to knock off earlier, delivered the item at
5pm, ONE WHOLE HOUR ahead of time, WITHOUT NOTICE.
my mum was not supposed to be at home, but for some reason she was,
didn't know about the whole thing, and just accepted the
furniture.
and so i called v.hive the next working day, got thrown around and
finally got "we will tell our manager to contact you" thing.
the next day the sales assistant, not the manager, called me to say
no, they can't change it.
so i called their main office, told their staff of my entire
problem, and all she was capable of was to parrot the phrase that
it was their company's policy that goods delivered would not be
exchanged. when i finally pressed on, she said that she would leave
a note to her manager, which she never did.
so i had to call to ask directly for their manager THREE times
before i could get him, and this totally OBNOXIOUS and RUDE
customer service manager told me that it was MY fault that i
misunderstood their staff's words, that i should have given a 10-12
hours notice (totally different from what i was told when i called
to ask) , and that i was a "one in a million" customer and that in
his 10-11 years in his job he has never encountered such a
problem.
i was truly aghast by the quality of his service as well as
disgusted by his terrible attitude.
no where in the conversation did any of the four staff i spoke to
sincerely make an apology for their mistakes in disseminating
misleading information and not keeping to stipulated delivery time.
they seemed totally unwilling to admit their errors and were bent
on making me feel bad for being "unreasonable" and not having known
their policy. ("most customers know that and most customers do not
change their minds" )
now, i am really truly totally fuming, first by their errors, then
by the haughtiness and unprofessionalism of their staff, especially
the customer service manager.
but i thought maybe i was too angry to think clearly and see the
whole picture. can you guys give me some ideas on what you
think?[/b]
Which idiot company will allow customers to change 30 mins
before delivery? And dun u know that most deliveries take place
earlier than promised to ensure maximum customer
satisfaction?
(YOU ARE ON SINGAPORE'S BABY LIST! AND WHO'S NEXT?! 
)
