All Things Diapers

I went with this company off of a recommendation from a friend who was using them. I was happy overall, until I began to see confusion. (1) I requested an invoice and would ask for it from time to time. I finally got it one month later and then didn't recieve an invoice for the second month. (2) I requested snappies and didn't get them. (3) There was some delivery confusion and I ran out of diapers, which sometimes happens but along with other things it gave me cold feet, wondering if things got mixed up at the company washing division. What really gave me cold feet was running into two friends that had arguements with the owner. The arguements were about how many diapers they started with and how many they now had and other confusions. I really feel for the guy, he's running a small business in a hard environment. I wish him the best but I also would like to give him some suggestions, from someone who has also run a small business. I don't know how he remains profitable given the ways his business is open to exploitation. Leaving the dirty diapers on the front porch--all someone needs to do is follow their pick-up van around to find out where there are "free diapers" for the taking. This may be the answer to altercations with customers about missing diapers. There should be some way to ensure this doesn't happen or optional insurance a customer can purchase in the event that diapers get stollen or confused. The owner shouldn't be in charge of his own customer service: he doesn't understand the American form of customer service. The process the diapers go through from cleaning to redelivery needs to be perfected by a systems management person. I would even suggest a temporary labelling system for each customer, so they can ensure the same number of diapers going in are the same as those comeing out.

We went to the location to select diapers, covers, wipes and pail and were very pleased with the options and pricing. We had nothing but trouble, however, with billing. In the last incident, they claimed to have faxed weekly invoices to me, at my office, yet none were received. By the time they sent an invoice by email, the payment period was over and the mother of the child received a cancelation notice. When I called to sort it out, I started by saying that the email was the first invoice I had received.I was told by the co-owner that was not true that I had been faxed weekly invoices. I was upset to be told what I had or had not received. Note that he did not say that he had faxed them and perhaps I had not received them, I was told that what I said was not true. I asked for the fax number that he sent the invoices to and was told he didn't have them as he was not at the office. He said he would call his office and get the number and call me back. He called back to say I had been verbally abusive (which I had not been, although I said, "why are you being mean to me when I am trying to buy something from you?".) He fired me as a customer. Which was fine with me. I hung up, cooled off and called him back to settle up what I owed him. He refused. He was extremely non-professional by telling me that what I said was not true, when he had no way of knowing whether it was or not. (and why would i call when I got the email about the account if I had actually received four weekly faxes and had no intention of paying?) He claimed to have emailed the mother, which was upsetting as when I set up the account I had told him only to deal with me about payment. This was not the first time that there were billing errors which I called about and which they were defensive about. This is a diaper service, a customer service. They did nothing to assuage me, or to present a "customer is right, at least some of the time" view. I would not recommend anyone use this service; there are other diapers services that must be more pleasant to deal with.