Firstly, about the slogan “Doors Plus – No Fuss; it’s wrong!
Let me explain.
I ordered doors and fixtures from the Canberra Doors Plus store on the 9th March – a total of over $2000 worth, I paid a deposit of $600.
A week later, I discovered I had ordered one door too many.
The tax invoice states: NO VARIATIONS WILL BE ACCEPTED AFTER 24 HOURS
I read the fine print on the contract of sale and saw the following:
“If you cancel the whole or part of your order for any reason that is not based on a statutory right or warranty claim, Doors Plus reserves the right to deduct from any refund or credit due to you, 15% of the price of the cancelled part of the order” Fair cop, I thought.
So, I sent an email through the Doors Plus website explaining and asking for their advice. I left my contact details on that email using my mobile phone number.
The next I heard was when my wife phoned me to say the manager of Door Plus had been on the home phone to her irately having a go at her. Amongst other claims, he said “he did us a favour with the price for the package” and that “he wasn’t a discount store”. That’s strange, the sale said prices were reduced up to 50%, one of the primary reasons we went there. Also, he has failed to understand a basic principle of sales; i.e negotiation achieves the sale price – favours don’t come into it.
I’m fairly sure we are not personal friends. If we were, I would have said ” Hey Bluey, give us a hand with these doors, then we can go to the pub” Bluey would have said ” Geez Boof, you don’t ask for much, but seeing as I owe you a favour, alright then”.
The manager also told my wife the doors were “on the truck that day sitting in his driveway ready to be delivered”.
I received an email the next day confirming the doors were ready for delivery, so I phoned him (using my mobile phone – you’ll get the drift of this soon). He sounded quite reasonable when I spoke to him. I was up front with him acknowledging that there is a financial “penalty” but he was gracious and said he “would let it slide”. I thanked him. I asked for a delivery date and time to which he said ” he’d get back to me”. Strange, I thought – the email said call us to arrange a time, but he didn’t give me one” He must be busy I thought. Two weeks went by and I used the Doors Plus web page email again, explaining that nothing has happened and leaving my mobile number.
Still nothing heard since then.
No communication whatsoever.
It’s now the 8th March.
The doors plus website states:
At Doors Plus we want to make your buying experience No-Fuss. We offer exceptional products and services, making us standout from any other door supplier, that’s the Doors Plus Difference. Pasted from <http://www.doorsplus.com.au/content/doors-plus-difference>
From the www.dictionary.com ; Fuss – an argument or noisy dispute:
I therefore assume that the opposite of fuss is no fuss as Doors Plus have stated and that I won’t or shouldn’t experience an argument or noisy dispute. Well, I have to say, it certainly isn’t a noisy dispute but it does seem to be an argument, one of those silent brooding arguments that couples might experience at home – you know – when one partner behaves as if nothing has happened but they’re really smouldering under the skin – just waiting for you to say something. Maybe that’s what the manager is hoping for – that we’ll walk into the store and start complaining and then he can just shoot us down in flames before other buying public.
Actually, it is tempting – but with a picket emblazoned with the words “Doors Plus – Bit Suss”
So, what did I expect? Well …
- I expected a Doors Plus person to phone me back on the number I left in my email (twice) – my mobile number.
- I expected a discussion about the issue.
- I expected that I would lose some money because I had cancelled a part of the order.
- I expected the doors that I have ordered to have been delivered to my home by now.
- I expected to be saying to my family and friends “Yes they look good, don’t they – we bought them from Doors Plus.
I didn’t expect along drawn out process that completely contradicts the Doors Plus motto – NO FUSS!