I'm sorry you had so much confusion with your experience and that it wasn't more similar to your first time shopping with us. I located your order number and discussed it with the salesman who personally dealt with you and the staff member who coordinated the delivery. I was able to clear up part of what went wrong in your case. It won't change your experience but at least you will hopefully receive a bit more clarity into why things didn't go as you had hoped. I think the first thing that complicated matters was that it was a special order. There are only a few retailers in the industry willing to take on special orders, whereas some won't make them available at all and others, like one of our big-box competitors, drops most of the commission when a sales rep sells a special order rather than pushing the customer to what they currently have in stock, sitting in their warehouses. And even those dealers that do purchase special orders from the manufacturer, do not order and pay the supplier for it until close to the actual delivery date. They don't want to be stuck with the special order sitting in their own warehouse if the customer cancels the order. So, I know just how annoying it must have been for you and and it's unfortunate that orders aren't placed earlier in this industry. It's one of the many quirks of the appliance industry. So, I do want to point out that because we're one of the few retailers that do take special orders we naturally assume more risk upon ourselves for when things go wrong with the manufacturers ability to supply the special order. However, we continue offering special orders to our customers because we receive hundreds of them each week and 99% of the time the entire process is smooth and uncomplicated. In some situations, such as yours, things don't work out quite as we had anticipated and we have to clean up the mess. For that I truly apologize and I hope we regain your patronage one day.
A second apology I'd like to offer is in regards to the delivery team. Throughout most of the year we are able to rely just on our personal delivery teams. As you noted, they have high standards and are very careful with our customers' property. But, there are certain weeks within the year, such as holiday weeks, where there are so many deliveries, that we have to hire a third-party delivery team. We're constantly trying to find the best companies to use and your feedback really helps us narrow the selection. We've asked, and the general feedback we've received over the years is that customers would rather have their appliances shipped earlier by a third-party team than wait until our personal (and more reliable) team can deliver it. So, again, I regret that you had a rough experience with the third-party delivery team and I can only offer you the knowledge that we're using your feedback constructively in regards to choosing delivery teams in the future.
If there's any other way we can make it up to you, please contact me at cs@canadianappliacesource.ca