The column for anyone fed up with bureaucracy, frustrated with delays or furious with poor service. Tell us your complaint and we'll try to fix it ...
A reader in Happy Valley has complained about staff behaviour and the delivery policy of POSH Office Furniture after she bought a $920 hanging-file cabinet for her home-office from the company store in Central last Monday.
After paying a delivery fee, Kirsten Kay-Russell was told the cabinet could only be delivered during office hours, and that confirmation of delivery time could only be made the day before. She arranged for a friend to be at her flat on Thursday morning and called POSH to deliver that morning. 'I suggested that as I had actually paid for this service, that the delivery should suit my schedule.'
She said the staff member on the phone shouted at her and said it was policy that the delivery team could not confirm anything with her and hung up. She later received a call from POSH saying delivery would be between 9.30am and 11am on Thursday, but by 11am the cabinet had not arrived.
'After 20 minutes of discussion, two return telephone calls, the sales department blaming the delivery department and the delivery department blaming the sales department, and absolutely no one taking any responsibility, they finally told me that it would be delivered by 11.45am,' she said.
'I am utterly outraged, and frankly disgusted at this level of 'service' - I don't think you can even call it service. I have never been so upset as to the attitude and utter lack of flexibility of POSH and the complete inability to find a solution to a problem,' Ms Kay-Russell said.
POSH said they had been in touch with the customer and had settled the matter satisfactorily. Norris Wong, customer services manager, said: 'After we looked into this case and explained to her, she accepted our sincere apologies and was satisfied with our settlement of this matter.'
