I spent part of another day at my mom’s house today, helping her reduce from a 3/2 home to a 1/1 apartment. The going, she is slow. But, we are making progress. One of the things I am taking from the house is my mom’s dining room furniture, china, crystal, and flatware. My mom is a little sad, because it’s the one ‘super nice thing’ that she has, but apartment ‘dining’ rooms are, let’s say, tiny, and it just won’t fit.
So, today I was there, helping her pack it all up. We did an inventory of all the items, looked up replacement values (for insurance purposes), and packed and wrapped and boxed. I quickly figured out the packing stuff I had purchased at my local UHaul place just weren’t going to be enough, so we went to the one by her house.
I had a long wait at both UHaul locations today. It’s 105 in Texas, and people still have to move. UGH! So, we grabbed the extra dish kits and glass kits we needed, along with the boxes, and stood in line forever. Please note my use of the word “kit” in the previous sentence. This is where it gets fuzzy.
On the packaging, the ‘kit’ says it includes the packing foamy pouch thingys, the box insert forms, and a box. The thing is, the boxes are also sold separately, which must have just caused a ton of confusion for our UHaul Salesman #2. Salesman #1 at my store was quite competent, and rang my purchases up, no problem, even getting the boxes for me that were included in my kit that I neglected to pick up.
I knew I was in trouble when Salesman #2 asked me how many boxes I had. “I have four boxes, one for each kit I bought” I replied. “Well, they’re not included you know, so I have to charge for those.” I raised an eyebrow. “Really? Because on the package here it says (pointing): Kit includes: Bullet Point 1 – foam pouch thingys, Bullet Point 2 – box insert forms, Bullet Point 3 – Box.” To which he replied, “Yeah, I know that’s what it says, but the box isn’t included.”
I was floored. Clearly on the packaging it said box included. Salesman #1 told me box was included, and did not charge me for box. Salesman #2 obviously has issues with interpreting the written word. “I’m sorry, but I really believe the box is included, so I need you to ask someone else about this.” So, he whipped out his cell phone and called his manager. “Are boxes included in the dish and glass kits?” he asked. “Oh they are, for reals?” I about fell over.
Yeah, for reals, they are included. But wait! There’s more!
While Salesman #2 and I are having our training session, a girl who had previously been at the counter interrupts our discussion, needing to provide whatever thing she didn’t provide before in order to vacate the premises with a truck. Salesman #2 finishes the call with the manager, hangs up the phone, backs out my entire transaction, and finishes off the young *ahem* lady, then re-rings me up. I still can’t figure out why he couldn’t back out my four boxes, charge me, and let me leave.
Customer service. Don’t expect it at UHaul. But hey, at least I didn’t pay an extra $20 for boxes.