To Head of Innovel Solutions: During the month of March, my husband and I purchased a Whirlpool refrigerator/dishwasher set from Costco Online. While the purchasing experience was smooth, the delivery and install experience was the worst delivery/install experience weve ever experienced because of the lack of communication on Innovells end, the lack of professionalism from the delivery men, and the lack of customer service from all branches of Innovell. From the initial time that Innovell contacted us regarding our purchase, they dated us a week out for delivery and install (scheduled for Friday, March 27). Due to COVID-19, we received a voice recording the night before with not just the timeframe that the appliances would be delivered/installed, but also the fact that due to the virus, the delivery men would be asking a series of questions (related to health) prior to entering the home. I thought this was quite professional; however, upon arrival the next morning, this formality never took place. This was the first sign that the quality of service was NOT going to be what I expected--not what Costco would want representing their name. This was the beginning of a long list of frustrations and inconveniences. 1. Two men showed up to deliver the appliances--no greeting, no claim of the company name they were representing, no confirmation as to why they were there, no COVID-19 protocol (as explained in the phone recording), no real ability to do any of the above because they barely spoke a word of English. If you are representing a company and going into a persons home to provide a service--communication is a necessity. Due to the fact that minimal communication was available, the Innovel workers were unable to successfully complete their job--leaving my home a mess and disrupting my work schedule. 2. Upon delivery, the men communicated that the ice-maker cord was not going to be long enough--that they were unable to install the fridge. They made it seem like this was our problem--when they should have come prepared with a range of cord lengths. What two houses are built 100% the same? With this first inconvenience, I sent my husband to the hardware store (7 miles away) to pick up a new ice-machine chord--knowing that these two workers were not going to do anything about this first issue. After that, I asked about installing and these men said they did not install--that they just drop off and someone else would be by later to install the appliance. This was the first I was hearing of this and I was not happy with the service of Innovel thus far. 3. Now that I had a fridge in the middle of my kitchen (not installed or unpackaged) and a dishwasher in a box, the men claimed that installation was not their job and upon my questioning, they obviously had no answers for me and were not willing to help me solve the problem at all. At this point, I called Costco Online to explain the major inconvenience I was now dealing with--appliance in the middle of my kitchen--with no installer in sight, two men who were not taking responsibility for the present dilemma, and now more missed work to figure out a problem that was Innovels fault, but now my problem. 4. I was on the phone with Costco/Innovel for over an hour trying to figure out why what I expected to be a smooth process was now ruining my day and disrupting the routine of my young family/kids. While on the phone, I discovered that Innovel failed to schedule an install time when they scheduled a delivery time. Even though this was Innovels fault, I was the one paying the consequence--a non-functioning kitchen with a fridge in the middle of my kitchen and a dishwasher in a box. I was told that I would have to wait SIX days for an installer to show up--that because I wasnt on the schedule, the system had to wait 5 days to schedule me. This was ludicrous. Ive worked in retail/customer service before and I know that when a company messes up, it is the companys obligation to right their wrong ASAP--not the customer who needs to solve the problem. There was zero remorse for the mistake that Innovel made. 5. While I was on the phone, the two delivery men wanted me to sign the paperwork and I refused until I was able to get the problem resolved. The one man looked at me and stormed out of my house, paperwork in hand. He was not going to wait for me to get off the phone, wasnt going to install our fridge (though my husband was on his way home with the new part AND Innovel customer service said it was their job to install the fridge). They loaded our old fridge haphazardly, dropping it and leaving the broken remains on my driveway/road and sped off. At this point I was livid with Innovels delivery men and poor customer service. 6. After finally getting off the phone, with the Innovel customer service lady telling me that she would contact me to get the fridge installed the next morning (by the same two men who dropped the fridge off--no thank you--zero trust there) and left me the phone number of the company that would install the dishwasher. Upon calling the dishwasher installation company, to see if they could make a trip out sooner than SIX days, a man speaking Spanish answered and when I asked if this number was Quality Express Services, he grunted and after I said, this number doesnt seem like a legit business, he hung up. What kind of sketchy company is this? After this day (3/27/20), I never heard back from Innovel. Innovel customer service said that they would follow up each step of the way--with the fridge and dishwasher...nothing. I was left on a Friday afternoon (heading into the weekend) with a mess of uninstalled appliances in my kitchen. In the end, Innovel needs some serious customer service improvements. I am embarrassed for Costco--that Innvoels name is attached to it. I worry that another customer may go through the same nightmare that I went through. Sadly, I will never use another company that uses Innovel. My first question nearing a purchase will be--what company do you use for delivery and install? If the name Innovel comes up, then I will take my business elsewhere--as will others I share this experience with. If Innovel really prides themself in their company name, then they will re-evaluate: the people they employ, the scheduling and communication that takes place with customers (double-checking that all is done correctly), the protocol of entering someones house and how they load and unload appliances (fridge door handle was scratched upon entering the house), the unpackaging/explanation of the new appliances (set appliances up, unpack drawers, plastic wrapping--product should be showroom ready), the departure procedure (making sure the customer is completely satisfied/all questions answered) before having paperwork signed, and send out a survey immediately after delivery men show up, install is complete, and all Innovel workers have completed the job. There is great room for improvement, and I seriously hope that Innovel considers representing themselves better. If any additional clarification/explanation is needed, feel free to contact me. Vanessa Gillie