Disappointment - but more

This is a picture of the space where my Classic Overnighter from This End Up Furniture Company is supposed to be right now. I guess you can see for yourself, it isn't there. JB Hunt Final Mile delivery service was supposed to deliver the piece today. I scheduled the delivery on October 2nd. They called on Friday, October 13, and left a message confirming delivery would be today. The driver called to tell me he would arrive in a half hour at around one fifteen. Then at around one forty-five, he called back, and said that he didn't have anything on the truck for me and he would call the warehouse.

I called the number on the email JB Hunt sent asking for me to call and schedule delivery. While I was on hold with them, he called back to say there was nothing on his truck, and nothing in his warehouse for me.

I went back to the held call, and the agent got back with me saying that because This End Up didn't put a weight on the item, JB Hunt didn't look for an item. But that my item was located in the warehouse, and would be delivered on Thursday, October 19, if I was available. Wait, what? When I scheduled the delivery, the agent I talked to then told me that they didn't have a weight in the system so didn't know how many delivery men it would take. I looked up the weight for her, and she said she put it in the system. And what kind of excuse is that anyway? No quality checks? No let me check my delivery list against what was loaded in my truck, and make sure I know what I'm doing? Massive inadequate process and customer focus.

I was, and am, disproportionately disappointed. I know this is small stuff, and millions of people are dealing with big stuff. There is no crisis. Thursday is three days away, and it is supposed to be delivered then. We'll see. It is the powerlessness, and the abdication of responsibility that is keeping me inflamed. I called This End Up to let them know that JB Hunt is failing them, and blaming This End Up for JB Hunt's failure. I'm not confident that makes any difference, but I feel like they should know what they are getting with the money they are buying delivery services with.

The woman I spoke to at JB Hunt just didn't get why I am so upset. The woman at This End Up totally got why I was upset. It feels like both of those employees accurately represented their corporate culture. One, JB Hunt, a company who wants to make as much money as possible and could care less about customer service, and two, This End Up, who wants to give a good product and treat their customers like people who matter.

Rant over, I guess. I hope it won't be too long before I can let go of the disappointment.