Extremely Disappointing Delivery Experience & Lack of Communication
Unfortunately, I had a horrible experience with Shop Appliances and their third-party delivery service, YourDelivery.io. I understand that Shop Appliances uses an outside company for deliveries, but ultimately, Shop Appliances should still be responsible for the delivery companies they choose to represent their business. I had to take time off work to be home for my scheduled washer and dryer delivery. I followed the delivery tracking throughout the day, and it showed that I was the next stop and that the delivery was on its way. Then, all of a sudden, the delivery was canceled. I was told the cancellation was due to an issue with the manufacturing company, and my delivery had to be rescheduled for the following day. When the delivery finally did happen, I did not receive the one-hour-prior phone call that I was told I would receive, and the tracking app was not being properly updated. Communication with the delivery team was also extremely difficult because they did not speak English. I even tried using Google Translate so that we could understand each other. After everything I had already gone through just to get the appliances delivered, the installation was not even left fully completed. Trying to get help from Shop Appliances was another frustration. When I called customer service, I actually had to select the option saying that I wanted to **purchase an appliance just to get a human being on the phone**, and then ask to be transferred to the support team. I have also emailed multiple times and still have not received a response. At this point, my washer and dryer have finally been delivered, so there is really no point in someone calling me back now. The appliances themselves seem fine, but I could have purchased the same appliances from another company. The lack of communication, unreliable delivery tracking, canceled delivery after taking off work, difficulty reaching customer service, and incomplete installation made the entire experience an unnecessary headache. If I could do it over again, I would purchase from another company. I would recommend that others consider doing the same if they want to avoid the hassle and frustration I experienced. I also strongly suggest that Shop Appliances management reconsider its partnership with YourDelivery.io and select a delivery company with better technology, reliable tracking, accessible customer service, and better communication with customers. The delivery experience is still a reflection of the company you are purchasing from, even when a third party is being used.