Seth Cardona
Ordered a snow blower recently and was a little baffled to see the box on a pallet literally in the middle of my driveway, closer to the road than my house. I’ve never in my life received anything delivered that way, and I’m lucky nobody decided to take it while it sat there for 6 hours while I was at work. Mildly irritated, I decided to email the delivery email address with a picture of the box (with pallet) in my driveway asking if this was considered an acceptable delivery. Customer “care” then reaches out asking for my tracking number, which I provided. Shortly after, I get the following response:
“Estes’ Final Mile Standard “Front Door” Delivery includes placement of your shipment on your porch, beside your garage, in your driveway, or under the nearest covered area when the street is at least 10 feet wide and there is clear access to a paved driveway.
If obstacles prevent us from reaching those areas, your Final Mile shipment may be placed at the end of your driveway or in another accessible location. Common obstacles include:
Gravel driveways
Steps or steep inclines leading to the home
Low-hanging branches, overhead wires, or other safety concerns
Thank you.“
This response irritates me further because I have an asphalt driveway and there was literally nothing preventing them from simply placing it next to my garage, which according to their own email they say they would do. I ended up pushing it up the driveway into my garage myself, so I know it wasn’t too heavy. I then reply, pointing out that there were no obstacles visible in the original picture I provided, and I even sent a second picture showing how my fairly short driveway was free of obstacles going up to my garage door. Their response? “Most of our deliveries are curbside. The driver would not have been able to bring the pallet up the steps.”
This response contradicted their original email saying they would place it by the garage if free from obstacles, which it was. This email also suggests that the steps to my front door were somehow the obstacle to my garage door..?
Bottom line, all I see is either carelessness and/or laziness. Had they simply put the package next to my garage door like they claim they do, I wouldn’t have complained in the first place. And had customer “care” simply said “Yeah, our bad. We’ll do better next time,” I wouldn’t be writing this review. Instead, I get more carelessness, laziness and lack of any sort of accountability. Not that I had a choice in this company delivering my product, but if I ever did in the future I would avoid, and I certainly recommend anyone else do the same because they simply do not care about your deliveries.