Dear Catherine,
Thank you for your comments. We are truly sorry that we have not met your expectations. We do feel, though, that we have delivered the service, that we have sold you.
It is correct that you have bought a door-to-door service of a lounge chair weighing 67kg and with the dimensions of 122x110x130cm. An item this size can only effectively be handled on a pallet. It did not fit into the elevator in your building, wherefore it was left on the ground floor. Had it been able to fit in the elevator, then it would have been delivered to the fifth floor. You did not indicate in your address in your booking that you were living on the fifth floor, thus leaving us unable to inform you about this potential issue in advance.
You require that it should be carried up to the fifth floor. This is a completely different kind of service, namely that of a moving company. The chair is so large that it will likely require unboxing before it can be manually moved up the stairs. I offered to help you find someone that could do this service for you against further payment, but you reclined the offer.
You called the first time before our phones opened at 8.30am. You and I spoke a few minutes later after the phones had opened, which we take as a sign that the phones are working just fine.
Again, I am truly sorry that you had a different view of what was included in the service, but we feel that we have delivered the service that we should and we remain at your disposal.
