French customer service

[jdaw1]

This thread is intended to hold occasional posts on French customer service. Hopefully I will sometimes be able to report favourably, praising a job well done. Whether posts be praise or the opposite, I intend to draw them to the attention of the relevant management. Some of whom will be smug; of the others, a minority might take remedial action.

[jdaw1]

Leroy Merlin is a chain of stores selling hardware, non-soft furnishings, and other like items. I bought an outdoor table, some chairs, and some dogfood. The table is needed: my other tables are still en route from New York, and my enthusiasm for eating whilst standing is now quite small. That purchase was last Friday, and the first available delivery day was today, Wednesday. Yesterday somebody phoned to say that delivery would happen today between 10:00 and 13:00. So far, so good.

So at about 14:00 today we phone - no answer. A subsequent call, at about 15:00 was answered. No delivery today because a 'facture' (a receipt) is missing: the warehouse didn't sent it to or receive it from some other part of Leroy Merlin. Deliver will have to be Friday.

Mistakes happen, I understand that. But why no phone call? Why didn't they telephone to say "désolé Monsieur, mais..."? A call would have allowed me to do something productive with my day: why no call?

Some words fom me, in a tone not describable as delicate, resulted in a promise to refund the delivery cost. We shall see whether this refund or Friday delivery actually happens. 

[RonnieRoots]

If this upsets you, better not move to the Middle East. Situations like these don't even upset me anymore, there are other, far worse, things to get agitated about.