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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To think this customer service was appalling?

98 replies

Breathe57848 · 08/02/2022 12:27

Ordered some furniture online to be delivered to my home in a flat a few floors up. We have a lift but the delivery driver refused to come to my door and left it in the communal entrance downstairs. I was unable to come down as I have a baby here and would need both hands and strength to carry to box up in the lift. Annoying, but not actually my AIBU...

I complained to the furniture company because I wasn't aware this would be a problem abs it was stated anywhere. I've ordered from them before and stuff came direct to my door. They've always seemed really good so I thought they would be on my side re the delivery.

Instead, the person replied and suggested I leave my baby for a few minutes to go and collect the parcel.

AIBU to think this is appalling?

I wrote back and said as much and they replied "it is only one suggestion".

OP posts:
Inspectorslack · 08/02/2022 13:53

What do the t&cs say re delivery

Original poster
Breathe57848 · 08/02/2022 13:54

It's not Ikea but thank you @Eycaluptus I live in a huge block. The chances are if I managed to put the box in the lift another person will get in or it will get stolen. Nevermind the risk to baby.

Yes their response was terrible.

Incidentally I have just had a call from another delivery driver, this time for a Wayfair delivery of a large item. I said I'm on floor 7 is that ok and he said, "not a problem at all Madam."

OP posts:
Original poster
Breathe57848 · 08/02/2022 13:55

I still don't understand why emailing the company and posting on here is solving your problem.

Um, this a board called AIBU where people post things to chat about or let off steam. Not sure if you've been on here before?

OP posts:
Ratherdogsthanpeople · 08/02/2022 13:55

Good grief, I'm not leaving a child alone on the flat while I go numerous floors down!

Well, numerious floors down for you means numerous floors up for the delivery driver. Next time you need to ask if you can pay extra to have it delivered numerous floors up.

CorrBlimeyGG · 08/02/2022 13:55

So not a few floors up...

Inspectorslack · 08/02/2022 13:56

Well if the box is downstairs surely it’s at risk of getting nicked anyway?

Cloudsarebright · 08/02/2022 13:57

Lifts break all the time and you could get stuck for a couple of hours. Running down the stairs is one thing (although i wouldn’t do it), but the lift is definitely not a good idea.

Hellocatshome · 08/02/2022 13:59

Um, this a board called AIBU where people post things to chat about or let off steam. Not sure if you've been on here before?

Funnily enough I have, do you actually want to solve your problem or just complain? It would be handy to know so then we could all stop trying to help you if you aren't interested in practical.solutions.

SmolCat · 08/02/2022 13:59

@xILikeJamx

Put baby in the buggy, go down in the lift with buggy, shove the box into the lift, go up, push the box out of the lift, wheel buggy out of the lift?

Seems like it would be less hassle than all the emails and posts here

This.

Tbh you could have done it by now.

girlmom21 · 08/02/2022 14:00

Some companies insure their drivers to carry heavy boxes etc upstairs. Some don't.

I used to work for a courier company and some drivers would go the extra mile for a customer. Problem is if they put their back out doing so the company isn't liable and they're unlikely to be paid sick pay.

Lockheart · 08/02/2022 14:03

@Breathe57848

I still don't understand why emailing the company and posting on here is solving your problem.

Um, this a board called AIBU where people post things to chat about or let off steam. Not sure if you've been on here before?

AIBU is to ask if you're unreasonable. The opinion seems to be that you're unreasonable.
WorriedGiraffe · 08/02/2022 14:08

I think YABU, this is standard for most companies, and like someone else said you could put the baby in a pram and go get the parcel. Complaining cos the driver didn’t break company police and bring your parcel up 7 floors is BU. The response was a daft suggestion but they may not get how big your apartment is either and sometimes it’s hard to no what to say to customers making an unreasonable complaint!

thepastisanothercountry · 08/02/2022 14:10

@Wafflesnsniffles

I wouldnt have a problem leaving a baby for a few minutes tbh. As long as baby is safely in their cot/pram/pushchair - they'll be fine. Especially if they are having a nap.
I'd have done this too but I would make triple sure I had the key on me ever since I went to empty to take the bin bag and as I realised I'd forgotten my key and turned round the wind blew the door shut behind me WITH DD fast asleep in her pram. We were in a first floor flat.

Luckily there were builders next door and they kindly brought their ladders over and squeezed through the window to let me in. DD never even noticed. I was suffering a mix of horror, self recrimination and terror Blush

Lucked · 08/02/2022 14:11

I would expect deliveries to my actual front door and not a communal area. I never experienced otherwise and I mostly lived in tenements without a lift before my current house.

AhItsYou · 08/02/2022 14:16

Going against the grain here, but I don't think you're BU. Delivery is delivery to the address of the person who ordered it, not least to prevent theft. I wouldn't consider that a driver had delivered something to me if he delivered it to the end of my (also communal!) street and declared the job done, or called me to come and pick it up from down the road because he couldn't be bothered to bring it to my front door.

In many cases it might not cause me much actual hassle and I'd just roll my eyes, go and get it and drop a note to the company afterwards but in some situations - like yours - it causes real difficulties.

twominutesmore · 08/02/2022 14:40

@AhItsYou

Going against the grain here, but I don't think you're BU. Delivery is delivery to the address of the person who ordered it, not least to prevent theft. I wouldn't consider that a driver had delivered something to me if he delivered it to the end of my (also communal!) street and declared the job done, or called me to come and pick it up from down the road because he couldn't be bothered to bring it to my front door.

In many cases it might not cause me much actual hassle and I'd just roll my eyes, go and get it and drop a note to the company afterwards but in some situations - like yours - it causes real difficulties.

That doesn't seem to be the case any more for furniture. Not based on my recent experiences anyway.
AhItsYou · 08/02/2022 14:46

Delivery drivers drop furniture at the end of your street?! Shock Whether or not it's considered standard practice (and it's certainly not in my recent experience), if it were stolen I'd like to see a company argue that they had complete delivery and the item had become the deliveree's responsibility when they had just dumped it somewhere loads of people have free access to.

It also sounds like whatever furniture this was came in a box that would fit in a lift so I don't think there is any danger of being stuck hauling a sofa upstairs shouting, "PIVOT!" (Sorry Grin)

CocoPancakes · 08/02/2022 15:02

You're asking you are BU but you only seem to want answers from people that state you are not. Your post said you live "a few floors up" but then you're making it seem like you live at the top of a 30 storey building. Then you make a big deal about if the lift broke down. Does that happen a lot? I'd be kicking off more with the block management than Argos or whoever it is if that's the case. Walking down three flights of stairs and back up again would take less time than say someone walking into their garden to take the washing in. So yes, you are BU.

Wheelz46 · 08/02/2022 15:02

When I was heavily pregnant, I was having a new bathroom fitted, my partner was out when they came to deliver it. It was chucking down with rain and he said due to health and safety regulations he could only deliver to the door.

My hormonal self at the time, started crying 😆 he felt so guilty, clocked the garage and said I can pop it in there if that works. I was so relieved, best delivery driver ever 😁

A8888 · 08/02/2022 15:51

A lot of ppl who live in houses are weird and snooty about flats, the front door of the building is not my front door! I've lived in a block where I stopped ordering anything, as if I wasn't there soon after it was delivered it disappeared, even things like medical letters.
I agree with the poster who said something like, it's the same as if he said to a house-owner 'I didn't want to go over the speed bumps on your road so I left in on the corner 300m away'
Advising a customer to leave a baby at home while you go out is batshit imo.

konghongfuey · 08/02/2022 16:07

I would never have left my baby in this situation and I think you're right not to. What I do wonder is if you can't make a blanket into a wrap to carry your baby on your back like here: www.carryingmatters.co.uk/beginning-to-back-carry/

You could then go and get the parcel. I do think the company is being unreasonable, though.

Original poster
Breathe57848 · 08/02/2022 17:11

@A8888

A lot of ppl who live in houses are weird and snooty about flats, the front door of the building is not my front door! I've lived in a block where I stopped ordering anything, as if I wasn't there soon after it was delivered it disappeared, even things like medical letters. I agree with the poster who said something like, it's the same as if he said to a house-owner 'I didn't want to go over the speed bumps on your road so I left in on the corner 300m away' Advising a customer to leave a baby at home while you go out is batshit imo.
Thank you! Yes I think there's a general Mumsnet snootiness and misunderstanding that everyone lives in houses.
OP posts:
Itloggedmeoutagain · 08/02/2022 17:15

We recently got furniture and opted for doorstop delivery.
There were plenty of other options, all costing extra
This is normal these days

GertrudePerkinsPaperyThing · 08/02/2022 17:17

Of course she shouldn’t leave the baby alone in the flat and go downstairs. A husband has rightly been slated on another thread for leaving a baby to go to shop across the road from their house, which is no different.

Of course companies should deliver to your actual door. Can’t believe this is even a debate.

girlmom21 · 08/02/2022 17:19

I don't think people are being snooty about you living in a flat.
I think you have unreasonable expectations.

Have you checked the FAQ's or delivery information? Most companies would list policies there - if it's being delivered direct and not via courier of course.

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