On Saturday 27th April I was due to receive a Samsung television and had been advised by text, that it would be delivered between 14.35 and 18.35 hrs that day. As a consequence, I made sure I was available between those times. At about 5pm, I decided to track the order and discovered that it had not left the depot. As a result, I contacted your Team Knowhow department and was told that there had been an issue with the van and they were unable to complete their deliveries. I understand issues can arise, but was disappointed that no one had contacted me to let me know the television was not being delivered. Your colleague told me that it would be delivered on Sunday 28th April and I explained that I was going out that day and would only be available until 1pm. He said that wasn’t an issue and he would arrange the delivery between 7am and 12 noon, which I agreed to. On Sunday morning I got up early in anticipation of the delivery. I also noted that I had a text message saying the television would be delivered between 15.00 and 19.00? This was not what I had been told and I knew I would not be in, so as soon as your Knowhow department was open, I rang at about 09.10hrs to find out what was happening. It took me 29 minutes to get through and I eventually spoke to a member of staff called Dominic. He, was very sympathetic, but stated that I should never have been promised a morning delivery. I thought this strange, as you can request a time slot, when you purchase online. However, Dominic tried to be as helpful as possible and rang the depot, who then spoke to the driver. Dominic explained that they were in the Stoke area all day and that they would make an effort to get to me before 1pm. He also said that he would ring me at 12.45hrs to see if the television had been delivered and if it had not, then we would arrange another delivery date. Although not overly happy, I agreed with Dominic’s advice and reminded him to ring me at the aforementioned time. By 13.15hrs the same day, I had heard nothing from Dominic or the delivery drivers and as I was going to a concert with the family, we had to leave the house. At 16.26hrs the same day, I received a call from a delivery driver, saying that they wanted to deliver my television. I told him that was not possible and that his depot had been informed of this fact. He said that no one had spoken to him to tell him the information and that I would have to ring to sort out another delivery date. I told him I would sort it out tomorrow. At 16.44 hrs the same day, I received another call on a private number. The person, was female and appeared to be Asian. She was very abrupt, did not give her name, but said she wanted to reschedule my delivery date. I told her I was at a restaurant and that I was not in position to speak or check suitable dates. She didn’t appear interested in my position and kept saying we can deliver it Tuesday. I asked that time and she said she couldn’t give a time, so I reiterated to her that it was not convenient to talk and make arrangements. She then said I’ll cancel the order then! I was taken aback by her rudeness, but stated I did not want the order cancelling and that I would sort it out tomorrow. To my disbelief, she said,” I’m cancelling the order” and put the phone down on me. I was really angry and couldn’t believe what had just happened, but realised I was otherwise engaged and would have to deal with the matter the next day. At 08.33 hrs on Monday 29th, I rang Team Knowhow again and spoke to a colleague called Corrie. Again, he was apologetic and confirmed that the order had been cancelled. I told him the circumstances of the past two days and he was disappointed at my treatment. I told him I wished to make a complaint about the female member of staff at the depot and he said he would raise an internal enquiry. He also alluded to the fact that he knew who the member of staff was (by reputation), but did not divulge her name. As a result of her actions, he had to reinstate the order and paper work and told me that I would receive a text with a new delivery date. He then explained that once I had received the text, I could ring back to amend it if necessary. I cannot believe how poorly this situation has been handled or how badly I have been treated. I genuinely believe that Dominic spoke to someone at the depot, but that person didn’t bother to contact the delivery driver. If that person is the same woman who then spoke to me, I would be really disappointed that she represented your company. I have spent hours now, trying to arrange the simple drop off and collection of a television. I don’t normally complain, but this situation is crazy. Just for information, it is now 10.15am and I still haven’t received a text informing me of my delivery… I have chased this complaint 4 times by phone and once again by email and still no reply Shocking service