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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:
Hellocatshome · 08/02/2022 17:25

Thank you! Yes I think there's a general Mumsnet snootiness and misunderstanding that everyone lives in houses.

Believe me I m not being snooty about living in a house, my house is a tiny, damp, mid terrace in the North East with chronic mould and a hole in the roof probably worth a fraction of your London flat. All I know is if I lived in a flat (and I have in the past) I would be extra careful to read all the blurb and make sure the delivery would be bought upstairs for me. And if it wasn't I would put the baby in the pram and go down and get it.

EarringsandLipstick · 08/02/2022 17:31

I think if the company had explicitly agreed to deliver it to your door, then YABU.

However, I wouldn't have expected it to be delivered to the door, I would have assumed it was only to the lobby, and that you would need to collect it in one of the ways mentioned here. I agree that I wouldn't leave a baby many floors away, however, in a smaller complex, I would be happy to, so it does depend on context.

But I think your overall reaction is OTT, including the description of the service as appalling. I don't think it's appalling, maybe slightly frustrating. I also think you've been snippy with posters that are just answering your question.

twominutesmore · 08/02/2022 17:59

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

They don't all deliver furniture to your door. When I ordered recently it said they would deliver to the front door of the building. It's not a debate because there's nothing to debate - some companies don't. I do think they should make it clear though. Perhaps op could tell us who it is so those of us in flats can avoid.

ChoiceMummy · 08/02/2022 18:01

Plenty of parents leave their babies to put out the rubbish etc.

In a block of flats it wouldn't be ideal, I get that. So, presumably you'd have to put the baby into the buggy and collect the parcel man handling to the lift door, so that both get in with you at the right time.

I don't see this as an unreasonable expectation that you collect parcels communally and I'm certainly aware of some supermarkets delivery drivers that won't deliver to the door in flat blocks.

ouch321 · 08/02/2022 18:11

You're being an absolute drama queen.

Leaving a baby alone for say 3 mins to go grab the item, what do you think is going to happen exactly?

Do you not ever sleep or shower or use the bathroom? Because if you do any of those things then you do take your eye of the baby.

purplecorkheart · 08/02/2022 18:24

It seems to be becoming more and more common now. I think it is because of health and safety rules and drivers not being covered if they get injured and also due to staffing. Sometimes they used to have two workers in a van so lifting was split. I also think it has to do with workload.

I recently had a courier who dropped stuff into my workplace early in the morning and he knew me from home. He had a package for my homeplace and asked me could he rip the label on the box off and scan later and I would take the item. He told me it was the company tell him the order he had to deliver the parcels. He basically had to drive an hour that afternoon (taking school traffic into account) to deliver the parcel to my house if he did it in order. I am a 10 min max drive from work. With the best will in the world he would not have the time to bring the item up seven floors etc.

This is why I always check if the item is brought to front door and tend to buy furniture from one local store which as part of their service bring the item to the room you want it in. Remove the packaging and if it is flat pack put it together.

bakebeans · 08/02/2022 20:21

Did you need to sign something on delivery? Usually they ask you to sign something to ensure it’s been delivered correctly and all in tact and not damaged

ClariceQuiff · 08/02/2022 20:28

YANBU - leaving your child alone at the top of a tower block is nothing like leaving them alone on the top floor of a town house. Suppose there was an emergency and the building had to be evacuated - everyone would be coming down and the OP wouldn't be able to get back up for the crush.

betwixtlives · 08/02/2022 20:52

@ouch321

You're being an absolute drama queen.

Leaving a baby alone for say 3 mins to go grab the item, what do you think is going to happen exactly?

Do you not ever sleep or shower or use the bathroom? Because if you do any of those things then you do take your eye of the baby.

this. ‘appalling’ is ridiculous hyperbole
Ariela · 08/02/2022 20:59

I'd have popped baby in sling, or pram and gone and got parcel.
Or asked the Wayfair guy, there's a parcel downstairs with my name on, would it be cheeky to ask if there's any chance you can bring it upstairs with you in return for a cup of tea/c an of cola?

Arabellla · 08/02/2022 21:01

I ordered an IKEA mattress and the delivery guys delivered it right into the bedroom and on to the waiting bed.

User0458832 · 08/02/2022 21:06

What was in the delivery terms, it usually states whether it's, kerbside, doorstep or to the room of your choice and asks about steps or other obstacles which may hinder delivery.

appleturnovers · 08/02/2022 21:22

YANBU.

It may now be commonplace for companies to not deliver things upstairs, but everyone who is saying you ought to have known that BVU - unless you've ordered a furniture delivery recently then how would you know that? Especially if you've ordered from very same company and they did bring it upstairs the other times. If they don't deliver upstairs then they should make that very clear, in big visible lettering when you book the delivery - since the front door of your block is not your delivery address. And they should always offer the option to pay a bit extra to take it up a few floors, since there are an awful lot of people who quite simply physically can't lift furniture up to their floor, which is one of the reasons why they pay healthy young(ish) burly men to deliver it in the first place.

And yes, telling you to leave your baby in your flat is shocking. In some big blocks of flats the front door is further than someone in a house walking to the end of the street to go to the corner shop and yet people would be pilloried if they did that.

Travis1 · 08/02/2022 21:28

my god the hysteria Biscuit

slashlover · 08/02/2022 21:34

What company is it?

I'm looking for a new bed and have to read all the delivery T&Cs because I'm a third floor flat (no lift) and some say door of building only.

NorthSouthcatlady · 08/02/2022 21:34

They sound like lazy fuckers making excuses and trying to deflect onto you. If it’s delivery to your door, then it’s delivery to your door. I don’t know how big your block is but it doesn’t sound close if you need to walk, get lift or stairs to retrieve it It’s like me getting something delivered to the end of my road or round the corner, when l paid to my door

Rona95 · 08/02/2022 21:46

@Breathe57848

Good grief, I'm not leaving a child alone on the flat while I go numerous floors down! What if the lift got stuck or something! I would never do this and I'm shocked anyone else would!
I do think you're being ridiculous, I won't lie. It sounds like you just want to moan about something.

Surely putting the child safely in their cot for a few minutes isn't a big deal?

Rona95 · 08/02/2022 21:51

Thank you! Yes I think there's a general Mumsnet snootiness and misunderstanding that everyone lives in houses.

My god, you really are ridiculous 🙄

GuineaPigPosie · 08/02/2022 22:33

What if OP was in some way hurt, had to be taken to hospital, or something happened e.g. Stuck in lift and was unable to communicate that she had a baby upstairs in her flat?? Why would you leave the baby? I don't think you're BU, OP

KarmaStar · 08/02/2022 23:24

Rapunzel stuck in your tower😀
Just go and get it and stop arguing with everyone who disagrees with you.
Take baby in a sling.
No good insulting those who live in houses.🌈💐💐

parchedjanuary · 08/02/2022 23:39

@Breathe57848 I agree that they should have taken the delivery up to your front door. I live in an upper floor flat and have had various large pieces of furniture and appliances delivered to my front door.... and we don't even have a lift. I have had furniture delivered from ikea, a huge fridge freezer from AO.com and even a second sofa from British Heart Foundation....all carried up the stairs to my front door. The only company I have trouble with is Amazon....some drivers are happy to bring parcels up to me, but some leave my delivery in the communal lobby-and I've had a recent Amazon parcel stolen before I had a chance to go down and retrieve it!

If I am getting something large delivered that I would struggle to bring upstairs myself, I try to remember to check with the company first, that they are happy to bring it upstairs. If they can't guarantee this, I won't order from them.

But no, I don't think you are being unreasonable at all.

Ikeptgoing · 08/02/2022 23:45

Lordy Lordy

If I ordered furniture delivery paid for it and lived in a block of flats- unless rare was a back story of inaccessible stairs , then I would expect it was delivered to MY flat which is my address. Not the reception downstairs otherwise what is the f**king point of paying for delivery?!

Yanbu

Meh2020 · 08/02/2022 23:48

YANBU OP - awful customer service.

I also live in a tower block and would never leave my child alone to collect a delivery or anything else.

My child is 8 and I do wonder at what age I would be happy to nip the rubbish to the bin store and leave them in the flat. I don’t think it will be anytime soon!

Mynameisnew · 09/02/2022 00:01

I have an identical living situation. I've been locked out whilst collecting parcels before now. You can't leave the baby. If my baby is asleep in their cot I can't put them in the pram to collect the parcel either.

Mynameisnew · 09/02/2022 00:02

I've been stuck in our lift loads of times, for what it's worth.

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