Appliance Delivery - sign here?
June 3, 2015 7:39 AM Subscribe
Am I obligated to sign their paperwork if I have concerns about the delivery company's damage liability?
I am scheduled to have a washer I purchased from Home Depot delivered later today. This is the second delivery date, since they called an hour after my previously scheduled delivery window (late last Friday) to tell me they wouldn't be able to make it. This after I had to take a day off of work. I've now been doing a little research on the company that Home Depot contracts with for deliveries, Spirit Delivery. Lots of bad reviews and some mention of lots of paperwork to sign. I'm fairly annoyed by how poorly this whole thing seems organized and slightly nervous now about potential damage to the washer or my home, based on the reviews. Am I obligated to sign ANY of this paperwork upon delivery? I get the impression it is mostly for the purpose of removing any legal liability on their part. I already purchased the washer, so I don't feel like I am obligated to sign and let them off the hook should anything come up later, but am I just being paranoid? I don't think they could take the washer back if I refused to sign, could they? I plan on being very polite about it, as I understand the delivery crew isn't to blame for the company's poor service. Thanks for any tips/info, folks!
I am scheduled to have a washer I purchased from Home Depot delivered later today. This is the second delivery date, since they called an hour after my previously scheduled delivery window (late last Friday) to tell me they wouldn't be able to make it. This after I had to take a day off of work. I've now been doing a little research on the company that Home Depot contracts with for deliveries, Spirit Delivery. Lots of bad reviews and some mention of lots of paperwork to sign. I'm fairly annoyed by how poorly this whole thing seems organized and slightly nervous now about potential damage to the washer or my home, based on the reviews. Am I obligated to sign ANY of this paperwork upon delivery? I get the impression it is mostly for the purpose of removing any legal liability on their part. I already purchased the washer, so I don't feel like I am obligated to sign and let them off the hook should anything come up later, but am I just being paranoid? I don't think they could take the washer back if I refused to sign, could they? I plan on being very polite about it, as I understand the delivery crew isn't to blame for the company's poor service. Thanks for any tips/info, folks!
It sounds like you want to refuse to sign the paperwork out of principal and to send message to the management of the delivery company, but at a practical level I think you'll just be making life difficult for yourself and for some underpaid delivery guys.
Yes. Before you get your knickers in a twist, wait to see what the paperwork says and what you're committing to by signing it. Are you simply confirming that it was delivered?
Or, are you confirming that it was delivered un-damaged? Well, then, kindly ask the delivery team to unbox the washer so you can inspect it. Have your phone handy for taking photos of any damage. Ask the delivery team how they want you to notate the damage on the delivery paperwork.
The delivery guys are just the "messenger" and (likely) have no power to resolve any concerns you have. Take your complaint (if there is one) to someone who can do something about it.
posted by John Borrowman at 9:04 AM on June 3, 2015
Yes. Before you get your knickers in a twist, wait to see what the paperwork says and what you're committing to by signing it. Are you simply confirming that it was delivered?
Or, are you confirming that it was delivered un-damaged? Well, then, kindly ask the delivery team to unbox the washer so you can inspect it. Have your phone handy for taking photos of any damage. Ask the delivery team how they want you to notate the damage on the delivery paperwork.
The delivery guys are just the "messenger" and (likely) have no power to resolve any concerns you have. Take your complaint (if there is one) to someone who can do something about it.
posted by John Borrowman at 9:04 AM on June 3, 2015
Sign the paper work. There are a lot of things you can write on the paper work: "Unexamined, Condition unknown" "Carton has dent in right front corner." "Appears to have been exposed to moisture". When you sign for a delivery you don't just sign without reading what you are signing. Sometimes the paperwork says "Received in good condition" and sometimes it just says "Received." If it says received in good condition and it isn't you are entitled to cross out the word "good" and substitute "poor".
And if you notice that there is any kind of damage, you can always refuse the delivery. If they damage your wall while bringing the washer in, you can always write, "During delivery, at least four large brown scuff marks were made on the wall in the entrance hallway."
Ask the delivery men for the contact information for claims. But be nice to them. In general when customer service is bad the workers are trying to give good customer service but their working conditions are so bad it isn't possible but they are liable to be blamed or punished for it, for example if they are overscheduled, expected to make three deliveries an hour when the average total time for a delivery is forty-eight minutes.
posted by Jane the Brown at 9:25 AM on June 3, 2015 [2 favorites]
And if you notice that there is any kind of damage, you can always refuse the delivery. If they damage your wall while bringing the washer in, you can always write, "During delivery, at least four large brown scuff marks were made on the wall in the entrance hallway."
Ask the delivery men for the contact information for claims. But be nice to them. In general when customer service is bad the workers are trying to give good customer service but their working conditions are so bad it isn't possible but they are liable to be blamed or punished for it, for example if they are overscheduled, expected to make three deliveries an hour when the average total time for a delivery is forty-eight minutes.
posted by Jane the Brown at 9:25 AM on June 3, 2015 [2 favorites]
Response by poster: Thanks, all. I think you're right I should just read the paperwork carefully before signing. I agree not signing would just make things more difficult and I'm not interested in creating a hassle for the delivery crew. Appreciate the advice!
posted by orme at 9:39 AM on June 3, 2015
posted by orme at 9:39 AM on June 3, 2015
For what it's worth, when we had trouble with a(n entirely different) Home Depot contractor, Home Depot proper was very responsive to our complaint and ultimately refunded everything despite it having been a custom order. There was no quibbling over what we had or had not signed.
posted by teremala at 10:20 AM on June 3, 2015
posted by teremala at 10:20 AM on June 3, 2015
Don't forget that it would never occur to a satisfied customer to write a positive review of this type of service (especially since this company has little to no Yelp presence). So of course all of the reviews are terrible.
I read some of the reviews myself, and a few people tried to refuse to sign, and the police were called in most cases. The above posters are right-- the delivery person can't and won't leave without either the signature or the product. Not worth the hassle, especially since Home Depot does have a return policy for large appliances.
posted by acidic at 11:20 AM on June 3, 2015
I read some of the reviews myself, and a few people tried to refuse to sign, and the police were called in most cases. The above posters are right-- the delivery person can't and won't leave without either the signature or the product. Not worth the hassle, especially since Home Depot does have a return policy for large appliances.
posted by acidic at 11:20 AM on June 3, 2015
Here's how this works. You sign the paper and get your product or you don't and that's considered a refusal and it goes back to Home Depot.
Since you want your product, I assume you sign. Now you open the package and find damages. You report these to Home Depot who refunds or replaces teh product and then Home Depot fiels a claim with the carrier to recoup the costs of the damages.
The liability for damages isn't ruled between you and the delivery company, its ruled between the delivery company and the shipper. So when Home Depot files the claim, the delivery company may deny payment to Home Depot for something like inadequate packaging. Or they might settle the claim for some amount. But in any case, none of that involves you or your customer satisfaction resolution.
posted by WeekendJen at 12:08 PM on June 3, 2015
Since you want your product, I assume you sign. Now you open the package and find damages. You report these to Home Depot who refunds or replaces teh product and then Home Depot fiels a claim with the carrier to recoup the costs of the damages.
The liability for damages isn't ruled between you and the delivery company, its ruled between the delivery company and the shipper. So when Home Depot files the claim, the delivery company may deny payment to Home Depot for something like inadequate packaging. Or they might settle the claim for some amount. But in any case, none of that involves you or your customer satisfaction resolution.
posted by WeekendJen at 12:08 PM on June 3, 2015
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It would be helpful to know what you're hoping to accomplish at a practical level. If you find there's a problem with the appliances after they're delivered, do you think you'll get better customer service from Home depot if you didn't sign the delivery documents? That seems doubtful to me. If anything, it could make it harder for them to provide you with customer service.
It sounds like you want to refuse to sign the paperwork out of principal and to send message to the management of the delivery company, but at a practical level I think you'll just be making life difficult for yourself and for some underpaid delivery guys.
posted by alms at 8:52 AM on June 3, 2015 [4 favorites]