I brought a door to this Ace Hardware to be duplicated, and the person who helped me asked ""Do you want to pick it up, or do you want it delivered?"" I opted to pay the extra $15 to have it delivered. When the delivery day arrived, I got a call saying I'd have to come out to the sidewalk to get the door -- the driver isn't allowed to leave the truck.
If I had known that I wouldn't have scheduled delivery, since I work during the day and my wife is the only one home -- caring for our infant daughter, by the way. I called Ace and explained all of this, suggesting that in the future they tell people what ""delivery"" actually means, especially when it involves leaving a baby alone inside and carrying something heavy. The manager got defensive and said ""It's written on the receipt"" (which I obviously didn't yet have when I was asked ""Pick up or delivery""), and that ""It's always been the company policy."" I'm sorry, am I supposed to be well versed in Ace company policy before I go there? I would have thought ""customer service"" would be company policy, but evidently I'm mistaken.
I got the same lame responses from the delivery people. I didn't yell, I wasn't rude, I was trying to make a helpful suggestion. Everyone I spoke to was uncaring and defensive. They clearly couldn't care less about improving the way they do business, so I will be taking my business elsewhere from now on.