when goods on delivery

fails to deliver the goods

It’s so difficult living away from an aging parent.

My mother in law is half a continent away from us. This was never done intentionally. I’ve heard people say that their parents are on the other side of the continent and that’s still not far enough.

Instead, it’s a lost opportunity. We moved east to where I grew up. She moved west to where she grew up. It’s been great for both my family and my mother in law. In her town, she has a lot of family and friends who keep her active and keep life interesting.

Her grandson was even in town for a couple of years providing her with more connection and companionship.

Sadly though, she doesn’t have anyone to help with the simple maintenance around the house.

A while ago, her washer and dryer both broke. She couldn’t do laundry. We wanted to help. Having had a good experience with a major box store appliance retailer, we ordered a new pair for her and paid for delivery and installation.

We figured if we got taken care of well here, she’d have the same experience in her town. Upon spending our hard earned money and placing our order we were told the pair would be delivered and installed within the next three weeks and the old machines would be removed.

We were puzzled. We had intentionally purchased a more expensive duo because they were in stock and could be delivered anytime.

The issue? They didn’t have anyone to do the delivery.

I think it’s a good thing to keep a promise / commitment to a customer. So it seemed to me that they were perhaps setting the bar low in order to dazel us with great service.

In retrospect?

They should have set the bar lower.

After a month, my mother in law was notified four times that her new washer and dryer were going to arrive. Each time they scheduled a time, the machines didn’t appear.

We were beginning to wonder if they were ever going to come at all. The bill was paid. I could see the full cost including delivery and installation on my visa statement. But the company wasn’t providing the service as described.

When the machines finally showed up, the delivery duo smelled like a dirty dive bar from the 1990’s - a nasty blend of Labatt’s 50 and Players Light cigarettes. They were greasy, dirty and stinky. They didn’t install the machines as was described in the service. They didn’t take the old ones away.

They merely showed up at the home of an octogenarian, dropped two huge boxes in her living room and then drove away.

Laura was livid. People were fucking with her mom. She spent HOURS on the phone with staff from the store, staff from the national office and of course the customer service staff from some place on the other side of the earth.

The best she got?

It’s really tough to find good people to work these days.

Likely because the big box stores need to capitalize on everything - including the shipping costs.

After a week, the box store sent the delivery and install team back where they promptly broke my mother in law’s plumbing and caused a huge leak in her house.

She had to shut off her water and went without it functioning for four days.

And the big box corporation?

They didn’t do jack shit.

From here, we were desperate.

We would have gladly paid the full price of the machines A SECOND TIME just to be assured that things were taken care of.

We tried to find a handyman.

We tried to find a trade.

We couldn’t find anyone willing to do the work.

Eventually her neighbour noticed how out of sorts my mother in law was and offered to help.

We are deeply grateful for his generosity.

And?

It shouldn’t have had to go that way.

If you’re providing an installation service for aging people huge boxes and massive metal machines are unmovable. Her home, her refuge, the place where she feels most safe and comfortable became a cage.

Her liberty and ability to enjoy her home rested on the good will of a neighbour.

If only there was a service we could have called. The price wouldn’t have mattered that much.

It would be a small price to pay to make sure that Laura’s mom would be safe and comfortable.

Do you have aging parents or relatives in your life?

How do you help keep them at home?

If they’re far away, how do you help them care for their property?