My complaint:
I had an appointment to receive a couch via extra@home today. It was packed in 4 boxes and I talked to extra@home customer service on the phone and confirmed that it will be delivered to my flat on 3rd floor. I was informed by the sender that one of the boxes was quite large and I was concerned it might be difficult to bring it up through the stairs. So I hired a verhuislift to bring that box in tomorrow, and I thought I could keep it in the bicycle shed for a day. When the couch arrived, as I expected, one box was quite large so I told the drivers to leave that box in the bike shed on ground floor. The drivers then called their office and after almost 30 minutes conversation they told me they can only carry 1 of the 4 boxes upstairs. I was surprised as the 2 of the smaller boxes were about the same size and the third box was a little larger. There isnt enough space in the bike shed to fit 3 boxes. Space is barely enough for 2 boxes and I cannot leave one box on the street over night so I asked them to please carry one more smaller box upstairs, but they claimed it is too large for the stairs. I measured the box, which they refused to carry; it was 177 cm x 52 cm x 70 cm. Instead of talking to me, the drivers were continuously on the phone, as they thought I dont understand Dutch they were openly lying to the person on the phone, which I believe was their supervisor. They claimed that we have a spiral staircase, which is absolutely not correct. Our stairs case is U shaped and it is much larger than an average apartment in Amsterdam as it has been combined with the next apartment during a recent renovation. Also the drivers took a picture of the largest box and sent it to their supervisor acting as if we ask them to carry that largest box upstairs. The drivers were in front of our apartment almost 1 hour and they did not even talk to us 5 minutes to explain the situation and kept us waiting as they were continuously on the phone, discussing both related and also completely unrelated topics with third parties. When I told the driver that I understand enough Dutch to know that he is lying to his supervisor and questioned why he is sending the picture of the largest box that will stay on the ground floor, he got aggressive and without any explanation started loading the boxes back to the truck. They refused to talk to us or refer us to any other person who can assist to solve the problem. Then I called the customer service of extra@home and asked them to at least please to drop all boxes off on the ground floor and not take it back. After talking to the customer service, the drivers initially said they will drop the boxes off on ground floor, after 2 minutes, they said they are late and they will send the couch with another truck within today, it should arrive in 1-2 hours. I called the customer service to confirm this and I have been informed that there is no such arrangement and the couch is being returned to the sender. The employee from the customer service was also extremely rude and when I explained her what happened, she told me to contact the sender and hanged up the phone.
Desired solution:
I request my couch to be delivered latest the next working day by employees who are respectful and professional. I also request to be compensated for the verhuislift I have rented (90€), in case the delivery cannot be made until tomorrow morning, 31st of August, 10 am. Moreover, the employees who were involved in this situation, trying to take advantage that a customer doesn’t speak Dutch and who told a series of lies just to not to their job, should be investigated.
