Great product... Terrible Delivery Experience
Submitted by ABarto -
8/29/2019
We were slow to complete our survey for the washer & dryer and the link expired but that does not mean we won't provide valuable feedback and the 500 character limit means I needed to dumb my comments into a "review" per customer service as there was no way to email all my comments.
To begin with, the delivery experience with JB Hunt was one of the worst delivery experiences ever. We moved into our new home on July 3rd and intentionally took off July 5th to be home for the delivery. We were provided a 4-hour window and approximately 30 minutes before the beginning of that window, my wife received a phone call that they were unable to deliver the washer & dryer because "they didn't have anyone available to deliver". As business operations leaders of a major company, this told us both that employees of JB Hunt called in "sick" after enjoying the 4th of July holiday a little too much. My wife asked the simple question, "What do you have available next week?" She was told "Tuesday" which would have been July 9th. While we were both unable to take the day off to meet the delivery men, my wife's mother graciously offered to drive 2 hours to our home to wait for the delivery. The 4-hour window came and went and our washer & dryer never showed. My wife called and the representatives of JB Hunt said, "We have you down for next Tuesday". Clearly, July 16th didn't correctly answer my wife's question of "What do you have available next week?" At this point, my wife asked "Is there anything else you can do?" She was told, "We'll check with our delivery people and see if they can do anything. We'll call you back." Needless to say, the phone call never came. The next day, I decided to call and speak with a manager. He gave me a story of how all their drivers are booked to the maximum allowed by the DOT and the earliest we could receive our washer & dryer was July 13th. He was extremely rigid and never looked for other options (including contracting out a different driver or delivery company). We were unable to be at our house on July 13th and I needed to take off of work on July 16th to be there for the delivery. The call was contentious, at best but better described as antagonistic.
On July 16th, the gentlemen from JB Hunt arrived and informed us that "stacking wasn't an option" because the hose was too short for the drain. The JB Hunt delivery men were joined by a Whirlpool rep and we had a good conversation about the poor experience. He offered to send drivers with another hose, but this meant another day away from work, waiting for an unreliable company. We also were tired of not being able to wash our clothes at home. I was told "a universal hose should work". Off to Home Depot I go only to find out, actually, that universal hoses do not work on Whirlpool washers. I did order a new one (at our expense) through the website, paying for express delivery in order to finally clean our clothes. I am thankful the Whirlpool rep refunded our delivery fee and he noted the website needs to do a better job of explaining what each client should look for before ordering so they have all the correct parts.
All of that said, after living in the house for a period of time, we recognized that stacking our units are not the best option. Of course, the JB Hunt drivers took the dryer "feet" with them (or threw them out). Either way, I don't have them which, if Whirlpool can't easily find them and send to me, will be another charge on us to purchase new ones. Do I blame Whirlpool for all of this? No, I'm smart enough to know that this was JB Hunt. However, this is the company that Whirlpool choose to represent them and I encourage them to consider other options for the sake of their reputation as well as the sanity of their customers.
Originally posted on Whirlpool.com
No, I do not recommend this product
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