Ever since I have started thinking about this blog, I noticed that not all stories are so interesting or have depth. I mean for sure there are interesting complex stories that we can discuss about around the fire after many years, however they do not appear all to the same person. Normally one should not be looking forward to experiencing something so messed up and complicated, unless he or she has something to get out of it. Personally, I have the interest to tell you about it. From the other point of view, one should look for such cases, as they present great opportunities for analysis and improvement.

So, the saga begins. We are currently renting (and with the selling prices we will also do for many years to come) and the house came with a bottom freezer. This unit was in a terrible state after a failed attempt to keep it alive by the owner of the house. The owner suggested that we could get rid of it (not an easy task in an apartment with a narrow elevator and even narrower stairs), but we managed to keep it going for several years. All this until recently. The freezer died, and with that our plan to keep a well-balanced diet throughout the week, with batch cooking and frozen portions ready for the microwave.

As the corona virus era has trained us, we decided to get a new bottom freezer over the internet, without visiting a brick-and-mortar shop. The reason for us is simple. First, we have realized that most of the time, the brick-and-mortar shops for such appliances do not present you with any technical information about the capabilities of the product. We are people who buy most of the time based on specifications, so this is a deal-breaker. We know what we want (most of the time) and we want to be able to compare. Moreover, online shops give you more options.

Our first choice for this, was the most famous digital marketplace in our country, which recently started offering also such appliances. Big format stuff. The reason that we chose this marketplace and not the digital edition from a brick-and-mortar chain, was that since 2020, we are buying a lot of stuff from there, we are very satisfied with the service, and above all we know that whatever the problem will be (damaged material, wrong order, delay, you name it) they will fix it without any fuzz. We actually suggested this shop to our parents, as they are also looking for something similar. They sticked to the traditional way of doing business, saying that they do not trust it…if only we knew!

After clarifying what we actually needed, and how was that translated into specifications, we did our research, and we selected 3 different options. Then my wife, who is responsible for the account, did sent a message to the platform, giving the options and asking some clarifications about warranties, collection of the old appliance (for recycling), transportation etc. Then she received an interesting call. They were calling her from the platform, to tell her that they started a special service for loyal customers, to help them make better choices. They promised that they would find us something better, based always on our specs. They arranged a phone meeting to better discuss this and we stopped the ordering procedure because of that.

Strike 1. They never called back. We thought that it happened by mistake, perhaps we missed the call. We sent them another message, asking for this meeting. No answer and we wasted more than a week because of that. We thought that the service is new, so we should not be so harsh with them. We continued the normal procedure, and we ordered one of the options. It took some time to get news about the delivery, actually more than we expected, but we still had patience. After one week they said that they would deliver the next day. Actually, early in the morning (8.30) somebody called my wife. She called back at 9.30 (we have a kid to send to kindergarten), to find that this was supposed to be the delivery guy. As we didn’t reply immediately, he did not load the fridge, so he couldn’t deliver that day. So again, the next day. Nobody called. The other day somebody actually called, we are prepared, we replied. He asked if the fridge fits in the elevator, we replied that it doesn’t. Most of the blocks in this city are from the 70’s with small elevators, if any. However, one could deliver the appliance if 2 people came to carry it from the stairs. But this guy was working alone! As a result, he didn’t load it. Next day another guy. We are ready. They are two people. They come. They cannot turn with the appliance in the stairs, being perhaps, amateurs . By the way, the whole block of flats is full of such appliances. Most of them came through the stairs. As a result, they had to take the fridge back to the warehouse. It was obvious that the transportation was all a result of a bidding procedure. Whoever came at the warehouse and claimed they could do it at the lowest cost, would get the job. Even if they had no idea what they were doing. All this was Strike 2.

After radio silence of more than 7 days, the marketplace messaged us that they understand our frustration, and that they would arrange transportation ASAP in the next days. They also gave us a discount coupon for 20 Euros, which is like 4 bags of ice. The fridge, including the extended warranty was around 800 Euros. On Monday they text us that next day we will receive the fridge (finally!). Sooooo, next day nothing! The other day the same and then they text us again that they will cancel the order. One hour later, one guy calls us, claiming that they will bring the fridge. And they do. They struggle, they grunt, they push, but they manage to deliver it in the apartment, through the stairs. Success!

Or not? We remove the packaging (which was damaged, perhaps from the several back and forth and the efforts to bring it to the second floor) and we find out that there are a couple of dents at the side and the bottom front corner is seriously scratched with the coatings totally damaged. This is not only about aesthetics but also about corrosion protection. This was Strike 3. Oh, in the meantime they reactivated the order. It was as if they didn’t even believe what they were doing.

The strike 4 was the silence in between. As if they had no idea what they were doing. One service that was previously impeccable, with fast response and no questions asked. Now, it is like they are brain-dead.

The strike 5 remains to be seen. We are currently in a claim situation, negotiating about what the next step should be. I will return to this with another post.

Conclusion

Pfff, so many, where to start from? As I had said to a successful entrepreneur about the extension of the digital experience into the physical world, I expect the classiness of products, to be reflected also on their delivery. I do not want the exquisite lingerie to be delivered by some greasy guy that will come with flip-flops to slam them on the doormat. The experience is ruined. In the same way, control and evaluate your delivery guys. Don’t work with f*cking amateurs. They do not deliver diapers. They deliver fancy and hard to transport equipment. The fact that they are the last guys that I see, does not mean that their contribution is not important. So either train them properly to deliver in time and without damages, or PAY TRAINED PROFESSIONALS TO DO IT THE RIGHT WAY.

Do not make a promise and then take it back. You promised me special treatment (personal assistant for a difficult sale) and you took it back.  At least apologize. Don’t disappear as if it never happened. This is not professional.

If there is an issue, appear in front of the client and take responsibility. Do not disappear even if you have no idea what you are doing. The fact that I trust you, will make me feel comfortable even in front of the unknown. The fact that you disappeared, destroys the image that you built with so much effort through the years, and reveals that you are actually a mess of a company.

I understand that when you are promoting something new or special (big format appliances) it might be an unknown territory. It is ok, we can do this. But I need you to be hands on and deliver no matter what. If you want to built trust, to gain clients from established channels, you must prove that you are capable of delivering, even if you lose some money in the process. Don’t chicken out, don’t be lazy. Stay close, correct, adapt, deliver.

If you are going to compensate me, don’t mock me. Don’t play down the fact that I am left without a fridge because of you for several weeks. This is not a clothing issue, it is something that I use every day, that affects our food and our life. 20 Euros is nothing. If you are going to do something, make it meaningful.

I believe that the more I look at this case, the more I will find. It is however very important case, as it will help them redesign the process. If they are smart enough to use it.

PS.

I have the owner among my connections on Linkedin. I noticed some months ago, that somebody posted an issue with the marketplace, copying also the owner in order to take some action. The problem was solved. I am now at the verge of sending him a message telling him our story, not to ask for refund, but to alert him about the mess. I hope that he reads his messages and I will not have to make it public like the other guy.