Hello,
Although the Foster representative was present at the site and recommended two single units instead of a double door (due to access) unfortunately the carrier refused to deliver upstairs due to the property access.
So after explaining the situation we agreed to pay for a separate company to move the units to ensure you were satisfied with our service. This is not our normal business practice as it’s the customer’s responsibility to check the access to ensure appliance can be delivered, this is referenced and agreed to via out terms and conditions, but we made an exception in this case due to the Foster representative giving the recommendation on the single units even though our carrier deemed the access as unsafe.
We are in the process of reviewing our unpack and position offering to include a short site survey done by the customer to ensure issues like this do not happen in the future.
Our apologies for the service you received but we went out of our way to ensure your satisfaction, the person we dealt with on the phone was understanding and seemed happy with how we handled the situation.
Many thanks,
Alexanders Direct
