Carrier was delayed due to a trailer breakdown and delivered 1-day after the two day window. Workers we all friendly and they took care of the goods, and were flexible with change of goods pick up as there was not good clarifying communication before. Main complaint that was very frustrating was communication of the delivery window. The evening before delivery I tried to confirm with them as they stated early morning. I tried to confirm 0800 but was told 0700. At 0730, still no one and no communications. I was then told 1000, then 1300-1400 and then arrival at 1430. Ruined our whole day. Clear communication between the managers and drivers could have set the delivery window at 1300-1500 quite easily the evening before, but they clearly were not communicating with each other or cared enough to get a realistic one and communicate it. Manager said I should just rely on the drivers estimates, but they were very slow to respond, did not respond the evening before when requested. Lack of communication between the managers, drivers and customer resulted in 8 hours of unnecessary waiting for the customer, as there was little initiative to provide an accurate window which felt very disrespectful of the customers time and planning. After delivery, there was multiple calls and messages from drivers and managers to get proof of payment,, so I know they are capable of communicating something if it is their priority. I recommend they apply the same initiative and determined communication for receiving their final payment to what is important to the customer, a realistic delivery window, and their service will be very good.
Reviewed
1 month ago