This is a "what's NOT in my mail" today. Aug 4 - Ordered a double oven from Costco because ours crapped out. When I placed the order Costco put up a calendar with available delivery dates, I chose Aug 11. Received a confirmation email with Aug 11 as delivery. Aug 8 - received email, confirming order, confirming delivery Aug 11, with a set of instructions and installer details. Aug 9 - received confirming email with same info. Aug 10 - received confirming email, order was in transit and instructions for hauling away the old oven, and stating I would get an auto-generated call giving me a 2 hour window for delivery. Got that call - delivery Aug 11, between 9 - 11am. This morning at 10:46am some guy from Florida calls me asking how my order is. I told him it's supposed to be here within the next 15 minutes. He says let me check - computer keys click - then "Uh oh". I said what's uh-oh. He says your oven is still in transit, hasn't made it to the distribution warehouse yet. The next earliest delivery time is Aug 21. I said so it's not being delivered today - I already pulled out the old oven per your instructions. Kid says, sorry, I only see what's on my screen, I'm in Florida, nothing I can do. The kid finally says he'll request a force delivery of Aug 14 but that doesn't guarantee my oven will be delivered. It just puts a request in the system. I said let me talk to your boss. Wait, wait, finally Angela comes on and tells me the same as the kid. I said I understand you can't make my oven appear out of nowhere, but our purchase agreement states delivery on Aug 11, you confirmed it 5 times, and now I have no means to prepare meals. Costco needs to make this right. She says there's nothing she can do. I said I bet there's someone in Costco that can knock $500 off the cost of that oven. The phone goes silent. I get an email telling me of the force delivery request for Aug 14.
Call Costco customer service again, talk to Tyler. He checks computer, tells the me the same thing. I tell him the same thing. I say let me talk to your boss because someone in Costco can make this right. He says he'll see if someone is available. I wait, he comes back "Are you still there?" I say, yup.,still waiting. He says "Hold on". Wait. He comes back and says he talked to his supervisor and he says there's nothing they can do. I say I bet the CEO of Costco could do something, maybe I'll just email him this story. The phone goes silent.
So I do a little searching and find the email address for Costco execs and Board of Directors (annual reports, etc are public info). So I choose the NW Regional Exec Manager and write him, explaining the same as above. Costco and I had a contractual purchase agreement and Costco failed to uphold their end. Plus their customer service sucks. Within 10 minutes I get an email reply that he forwarded it to the two people in charge of that area and guaranteeing me someone will resolve the issue very soon. Sad we have to get exec managers to fix these things.
So about an hour ago I get a phone call from the installation people saying they received a notification from Costco to set up installation of my oven and what's my schedule like over the next 3 or 4 days. I laughed out loud. I had spoke to them last week, they didn't have any order from Costco to install my oven. After talking to them and Costco and said screw it, I'll install it myself, told Costco to refund the installation fee and they did. So I laughed, reminder her she and I had already talked. Besides, I said, no one knows where my ovens are so no one's doing any installing soon.
Then just a few minutes ago I get an email from Costco saying my oven will be delivered Aug 12. Funny thing is, the kid in Florida says the warehouse only delivers to my area on Wed and Sat. Aug 12 is Thurs. So we'll see what happens. Costco is quickly rising on my list of useless, worthless companies as Apple and Nike.
EDIT #1: Just got a call from Patrick at the warehouse. He says "I called you earlier. Left a message." I've had my phone on me all afternoon, no one has called me but the installation lady. He says he left someone a message. I said it wasn't me. Just checked - no voice mail. Anyway, this guy says he works in the warehouse and just went out and found my oven, put his hands on the crate. Doesn't know why it didn't get on the truck this morning. Paperwork said it was on the truck. So he said he has set up a special delivery to get it to me tomorrow. I said, that's funny, the kid in Florida said that warehouse only delivers in my area on Wed and Sat. He says, that's correct but he made special arrangements. So we'll see tomorrow. Funny how when you write to an executive manager your complaints suddenly stir up some action.