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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

to expect my delivery to be bought up two flights of stairs

129 replies

amz1 · 27/09/2012 15:41

I have twins and I am unable to bring my shopping and my babies up the stairs hence the reason for online shopping!!

The delivery driver, told me he was only going to bring up half my shopping because there wasn?t a lift available in the block of flats where I live and he doesn?t have to bring it up, apparently he told me this last time. I then asked where he was going to put it and he said he was leaving it on the first floor, to which I said every other driver from (supermarkets) have all bought my shopping up with no complaints.

I said I was going to call the customer help line because this was unacceptable, and asked him where he was going to leave the shopping to which he replied I?ll leave it in the van. When I spoke to customer service they put me on hold and rang the store. In that time he bought up the rest of my shopping. Not sure what promoted him to do so.

The man from customer service came back on the phone; he had spoken to the store and said in the terms and conditions, ?Blah blah blah' And said it was up to me to discuss future delivery options. I was crying down the phone as I was so upset at such a confrontation so early on in the morning whilst both my babies were crying and my husband was not at home. Not once did the customer service rep show any empathy towards me.

Looked on the company website and I cant find anything about using a lift.

Arggggghhhhhhhh - over it

OP posts:

McHappyPants2012 · 27/09/2012 16:10

I don't get MN a lot of the time here with a mum to be post about being nervous about partners going back to work or a single mum struggling 9/10 posters will say have a home delivery.

What is the point of home delivery if they don't deliver to your home.

hattifattner · 27/09/2012 16:10

Have you ever stopped to consider how on earth mums of twins coped before the introduction of online shopping? They did, you know. Amazingly. Babies will not be harmed by spending 10 minutes in their cot while you fetch your shopping. YABU

nickeldaisical · 27/09/2012 16:11

ffs.

the woman has baby twins - she's allowed to feel so overwhelmed by it that she cried down the phone!

can you all have a bit of empathy, too, or have you all forgotten what it's like to feel like that?
(not even is the twins relevant, eh? i struggle with one baby, never mind 2 up and down stairs - and she has to leave them both so she can go downstairs to bring up the shopping?)

gah!

GoldShip · 27/09/2012 16:12

Jobs worth? A lot of drivers aren't insured to go climbing upstairs so I wouldn't blame them!

GoldShip · 27/09/2012 16:14

Nickle - this might shock you but people had to DO THEIR OWN SHOPPING at one point. And she didn't have to fetch and carry the babies. They would have been fine upstairs in their prams or cot.

nickeldaisical · 27/09/2012 16:16

great, GoldShip, i know that - that doesn't make it any more reasonable of you to be so horrible.

how about i come up with "in some countries, they have to walk 3 miles to the nearest well with a baby on their back and the water bottle on their head" that doesn't make your emotions suddenly disappear or make it any easier for you, does it?

i think she just needs some slack and a bit of kindness.

GoldShip · 27/09/2012 16:18

She had to go downstairs to get her shopping. It's hardly the biggest task a mother can face is it. Christ.

McHappyPants2012 · 27/09/2012 16:18

these services are there to make our lives easier.

Same as automatic washing machine, buggy spaces, hoovers, online shopping ect. People have cleaners to clean there homes and cars ect

It doesn't matter how yesteryear was, we have moved on.

If op has paid for home delivery then it should be bought to her front door.

WorraLiberty · 27/09/2012 16:18

I do sympathise with the op but think about this for a minute...

The driver has to stick to his delivery slots.

Now if he had to do the same for every customer who lived in a block of flats, he'd more than likely get an earful off other customers for being late...and another earful off the boss who has to deal with the angry customers/refunds on the phone.

Then there's the fact the poor bloke's probably on minimum wage anyway and won't be paid extra for potentially putting his back out.

I don't know what the answer is, but maybe there should be a part in the online delivery where you can expressly ask for this service and maybe pay extra?

GoldShip · 27/09/2012 16:21

It's still made it considerably easy for her. She hasn't had to traipse around the shop has she?

Fact of the matter is it isn't in their job description. It's there in the terms and conditions that they don't have to, and many haven't got insurance to do so. If they hurt themselves carrying up everyone's shopping where does if leave them?

If someone isn't capable of taking their own shopping upstairs then wtaf. Obviously I don't mean those with disabilities and injuries.

Sirzy · 27/09/2012 16:22

But if the t and c say that it is delivered to the main entrance then that's what she has paid for!

Revelsarethebest · 27/09/2012 16:23

When i rang tesco last year to ask if they delivered in my area as the nearest tesco was in the next town. I was asked on the phone what type of property i lived in.

At the time it was a first floor flat. I was told there and then that if there was no lift then the driver was within his rights to refuse to carry the shopping up the stairs.

This wasnt a problem for me, i would of happily gone down to the main door and collected it.

As it turned out, the driver never questioned the lift and just brought it up.

To cry over it is abit dramatic.

drjohnsonscat · 27/09/2012 16:23

You are getting a load of rubbish on here. Delivery drivers usually are rquired to deliver to your door - not the door of the block. I used to live on the fourth floor and always had my shopping brought to my door. I also expect the driver to actually bring the shopping into my kitchen which is what Tesco do (Sainsburys usually do but sometimes get grumpy and won't, including the day I had had an operation on my leg the day before and was in plaster).

This is a timely post for me because this morning I had a driver who wanted to deliver something to the pavement - wouldn't even bring it to the front step or over the doorstep (it was very heavy). I live in a house with no front garden - just a step up to the front door and then a step into the house so hardly a massive problem. I had to call his company to get him to pull his finger out. I was happy to help him move it but all he would do is get it off his truck and put it on the pavement and from then on it was down to me on my own.

Delivery driving is a physial job and if you don't want that, don't take the job. Companies should insure their drivers appropriately for the lifting that they will have to do but there is increasingly too much "that's more than my jobsworth".

McHappyPants2012 · 27/09/2012 16:23

Then the home delivery to flats needs to be looked at.

GoldShip · 27/09/2012 16:25

Drjohnson - we're not feeding a load of rubbish at all. It was even in the news not long ago about people being pissed off because drivers don't have to go up the stairs. They aren't expected to walk up stairs.

SammyTheSwedishSquirrel · 27/09/2012 16:26

Twins, no twins, husband, no husband, all irrelevant really. If I paid someone to deliver something to my home I'd expect it to be brought to my front door, not left out in no mans land.

GoldShip · 27/09/2012 16:26

"We will deliver your order to the main entrance of the delivery address. At your request, our driver may carry your order into the delivery address, for example, to a particular floor in an apartment block or into your kitchen but only if: a. the driver has your permission and b. our driver believes that it is safe and practical to do as you request. We always reserve the right to deliver only to the main entrance of the delivery address."

That's tesco. It clearly says main entrance. And the driver doesn't have to. I wouldn't if I were them.

drjohnsonscat · 27/09/2012 16:29

If the delivery is to your property then they do. Your property is not the main building - your property is where you live in your own flat. Otherwise the drivers could decide they don't have to walk up a hill.

The delivery company is free to say that they don't deliver to anywhere with stairs (like some say they only deliver to mainland Britain). Fair enough but then they can't take custom from someone who has paid for delivery to their door if their door is upstairs. The supermarkets take money for delivering to your door (at least that's what Tesco and Sainsbury's do) and so should deliver to your actual door.

SammyTheSwedishSquirrel · 27/09/2012 16:30

Exactly Goldship. Main entrance of the delivery address. Delivery address being Flat 23, Happy Towers. So that would be the front door of Flat 23.

drjohnsonscat · 27/09/2012 16:31

Yes they use that "safe and practical" to get out of it. It is safe and practical to walk up stairs FFS. I hate this health and safety cover for laziness. And yes they only have a certain amount of time to make deliveries but that applies to everyone and some find it possible to be helpful and some don't.

This is the equivalent of saying I don't have time to take your delivery up the garden path so I'm going to leave it outside the gate.

missymoomoomee · 27/09/2012 16:32

It states in the terms and conditions that they only have to deliver to the main entrance.

I think you were a bit ott in your reaction but if you feel you can't cope just use a different company or book for when your husband is there.

I wonder what you will do when a real problem crops up

GoldShip · 27/09/2012 16:32

Drjohnson - the main entrance of a delivery address would include either your own entrance if you're living on the ground floor, or a lobby if its flats. That is technically delivering to the door

The delivery company is the supermarket, so whatever it states in the terms and conditions WHICH WE ALL HAVE TO TICK ON ORDERING is what goes. And in this case they do not have to go up the stairs.

drjohnsonscat · 27/09/2012 16:32

The "reserve the right to deliver to only to the common entrance" bit is there for their safety if it is a building site inside. Fair enough. But a nice normal flat? No, it's just an excuse to be lazy.

MrsDmitriTippensKrushnic · 27/09/2012 16:33

Tesco deliver to my 2nd floor-with-no-lift flat. It's easy for them to bump the crates up the steps on their trolley. I'd be pissed off if they abandoned it downstairs - that's a public area, anyone could wander off with my bags! TBH, I started getting it delivered because of the stairs, I have joint problems and lugging a months shopping up the stairs was causing me a lot of pain. Now I haven't got a car I rely on it even more.

EmmelineGoulden · 27/09/2012 16:33

Have you ever stopped to consider how on earth mums of twins coped before the introduction of online shopping? They did, you know. Amazingly.

They coped. So will the OP. They also cried. I know, I've spoken to loads. And they damaged their arms, backs and joints trying to do too much heavy lifting. They generally did better when they had sympathetic people around them who helped them. OP would do better with such support too.

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