Drivers must call local dispatch and local dispatch will contact DLR. DLR Dispatch conference with the retailer, In the event, the retailer is not reachable, the carrier will return the damaged item back to the warehouse for final disposition.
Items must be returned to the hub on the day of delivery (unless part of a multiple-day route).
The report must be received within 24 hours. The report must advise on whether replacement is required or if the item(s) can be repaired.
The email report should be sent to disposition@deliveright.com
Should repair be feasible, the item(s) must be repaired and redelivered within 14 days (within 150 miles of the hub) of the original delivery. Beyond 150 miles items must be repaired and redelivered as quickly as is feasible. Deliveright will not be charged for either the repair or the redelivery to the customer’s home. The time frames may extend if there is a customer or vendor delay.
Failed Deluxe White Glove Only
Failed Deluxe should cover the following quality inspections as described here.
We currently use repair quotes for repairable and failed deluxe for non-repairable actions. The entire item must be inspected. The HUB has the right to repair the item if they do not hear back from the retailer. If non-repairable, it stays in failed deluxe status. If repairable, we repair it and change it back to the received status once complete. All orders must be inspected the day before in advance of delivery.
Lost freight
All dock searches with a signed POD from the Freight Carrier must be completed by the local hub within 48 hours.
Failure to do so will result in a claim for the lost item(s).
Drivers are responsible for taking clear pictures of the furniture from all angles.
Drivers must have all waivers/PODs signed.
If a customer does not want to sign, the driver must call dispatch and note this in Grasshopper.
Any order delivered with no POD or call into dispatch at the time of delivery will not be paid.
Waiver
For situations where completing a delivery risk damaging the customer’s home, the drive team must use the waiver option on the mobile app and have the customer sign the waiver prior to the delivery taking place.
Pictures of narrow hallways/doors must be provided as part of the waiver submission.
If a customer does not allow pictures to be taken and the driver feels there is a risk to the product or home, the driver must call dispatch. Delivery cannot be attempted.
Communication
Drivers are not to communicate to customers anything regarding repairs, replacement or compensation. **** We are providing a delivery service only, not advice.
For any issues with product/delivery, the customer must contact the Retailer for resolution.
Claim approval process
Partner has 3 business days to process and approve the claim after all repair processes have been exhausted.
Disposition
Rejected Orders Disposition -- need to be resolved in 7 days. The product will be disposed of after 30 days unless the retailer approves storage fees.