"Unacceptable service quality: 5 scheduled attempts to complete wardrobe. Incompetent delivery of wardrobe service.
Delivery (1) of materials
FAIL: Materials were not delivered to me due to lorry.
~1hr of my time of confused conversation with lorry man 1, lorry man 2, my concierge, and Helen via phone as to next steps.
Due to the fail, my belongings removed from wardrobe room rendered my living room unavailable for 8 days unnecessarily.
Rescheduled delivery for 6DEC2018.
I arranged to be home from work to accommodate the delivery which did not occur.
Delivery (2) of all materials
FAIL: 2 mirror doors were not delivered. Balance of materials delivered. Day 1 of 2 installation executed.
Assurances of delivery following day for Day 2 of installation at 11am.
Delivery (3) of 2 mirror doors
FAIL: Delivery of 2 mirror doors did not arrive at all.
I escalated complaint to Manager, Helen Dutton. I raised to Sharps my negative and unprofessional experience thus far which did not merit payment of final 10%.
Assurances by Ms Dutton that doors would be delivered following day, Saturday 8DEC at 10:10-10:30am. Several confused phone calls of status and rescheduling taking more of my time.
Installer arrived on time and completed installation except for missing 2 glass doors.
Delivery (4) of 2 mirror doors
FAIL: Delivery did not arrive at all.
Installer arrived at 10:30am on time and waited for the doors.
Several confused phone calls of status and rescheduling taking more of my time.
I was informed of delivery the following day at an unknown time.
Interference with my weekend as I accommodated the delivery time that did not occur.
Delivery (5) of 2 mirror doors
Delivery of 2 mirror doors received.
FAIL: Job continues to be incomplete. Installer not scheduled. Interference with my weekend as I accommodated the delivery time that did not occur.
Installation of 2 mirror doors
Installer arrived on time and installed 2 mirror doors; Job completion after 6 attempts. I took another day to be home from work.
Follow-up discussion of my accumulating complaint with Ms Dutton
Ms Dutton agreed of the disappointing execution of the wardrobe service to me and confirmed the waived final payment. As the job was not completed on 07DEC as scheduled due to the 2 missing mirror doors but rather on 12DEC (after 3 additional attempts), I require compensation to address the protracted door issues. She advised she would discuss further with her manager, Leanne Hughes, towards my requested credit to serve as compensation for the failed services with the 2 doors. Ms Hughes was to phone me to discuss within 2 business days, by 17DEC.
Follow-up call from Ms Hughes
FAIL: Ms Hughes failed to phone me in follow up. Therefore, I must send this email communication."