American Freight review: Failed delivery of product

I purchased a washing machine on 7/9/2020 . fulfillment store # 7556.

Order # SO641361

I was called the next day by someone from the delivery department asking me to confirm a delivery date. I confirmed 7/18/2020. They called me to do this. They had the correct contact information.

I called around 11:30am on 7/18/2020 because I had not heard from anyone regarding a delivery window or block of time. The lady who answered the phone confirmed the delivery window was 12:30-1:30.

By 4pm - still no delivery. I called back and the same lady answered the phone. She recognized my voice and number and immediately said, "what, they didn't deliver between 12:30-1:30?". To which I informed her they had not. She puts me on hold for a while.

A Mgr on Duty came back to the phone. Her name was Shonnie Headie (sp?). She begins to tell me that the team did not relay the correct contact information to delivery team so they removed me from the delivery list.

So I had I not called, the following would not have happened:
- no one would have owned the mistake or even realized it.
- no one would have contacted me to let me know the delivery was not going to happen
- no one would have reimbursed my money to me. I fully paid for the appliance and delivery fees on 7/9/2020.
- no one would have taken ownership for any since if process checks and balances to ensure customer service was rendered.
- the appliance would not be delivered.
- there was no attempt to resolve this issue with a sense of urgency.
- there was no effort to help me the customer resolve this issue, other than I would have to wait an additional period of time for redelivery. I have already waited 9 days from the date of purchase. Remember, I pre-paid for this service.

When I asked for the general manager's information, I was informed there was not one presently. Speaks to the lack of leadership in this moment. I was giving the name of Denise Hughes who is an assistant manager and the acting general manager. She of course was gone for they day.