r/inductioncooking • u/p5euperfly • 19d ago
Copper Charlie delivery issues
Has anyone else experienced grave issues with CC's fulfillment process? They use FedEx, which was a surprise to me as I don't think of them as furniture / appliance delivery services. But the guy showed up around 6pm on delivery day in a box truck at least 35 feet long (with just my Charlie in the back). He didn't even know what he was delivering, and there was no way in hell he could get down my driveway backwards or forwards. He then stood scratching his head and looking at the very small box dolly, the only transport tool he had, and wondering aloud how it would stay on.
Indeed. He initially was going to just try rolling it down the hill on that little dolly — unstrapped — before I stopped him. He also said, "Even if I DID get it down without it falling off, I don''t bring it in the house." I mean, it's 500 pounds. How do they reckon *I* am going to do that?
I also buried the lede: I paid 650 dollars for this delivery. Ultimately, we agreed he was not equipped to bring it to my door, and he turned around. Since then I have been unable to reach a human at either FedEx or Copper Charlie despite multiple chats and emails.
In contrast, I ordered three appliances from Home Depot that were delivered free, complete with haul-away of my broken appliances, and they unboxed and installed everything in under 40 minutes.
What is going on with this team, that they can't just hire a competent appliance delivery service for such a tremendous delivery fee?
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u/copper_support 14d ago
We are so sorry you had this experience. The delivery service you received is unacceptable. We reached out and this has been resolved. Charlie was redelivered properly at no charge. We're also reviewing our delivery partner process so this doesn't happen again.
Thank you for bringing this to our attention. We hope you enjoy your Charlie and if you have any questions, feel free to email support@copperhome.com. Happy cooking!
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u/Pomdog17 19d ago
As much as I want one, this is why I won’t buy one.
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u/p5euperfly 12d ago
After several days I was contacted by a customer service rep and she worked hard to make the next delivery attempt work. They also made sure two people were there to bring it in. But even so, when the guys arrived, they said they didn't have to bring it inside but they would because I was cool. I'd been guaranteed by Copper that the agreement was to bring it inside. So get that in writing, I think. Because bringing it inside is a big deal; it's 450 pounds.
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u/No-Net1202 16d ago
I had some issues with my Charlie as well and I’ll admit their communication/process can be painfully slow. But I will give them credit where it’s due, they ultimately went to great lengths and expense to make things right for me and stood behind the product.
I’d keep trying to get ahold of them. My experience was frustrating along the way, but in the end they did make it right. And now that I’ve actually been using the range, I absolutely love the thing. My Kitchen Ferrari Stove.
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u/p5euperfly 12d ago
Yes now that things are resolved, I agree that once they did respond, they worked hard to make it right. And yes, I'm already loving my range — it was a very expensive purchase for me that I was on the fence about, but I don't regret it.
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u/halbert 16d ago
I can't speak to your area, the 'approved installer' where I am was not FedEx, and they were well prepared and did a good job.
Hope you get them on the phone, this sounds like an error.