Read the following scenario and answer the questions

Alemu purchased a relatively expensive table from a mail-order division of a well- known retailer. Previously he had purchased other furniture and goods from the same retailer. After waiting for a number of weeks the table failed to be delivered, so Alemu contracted the mailorder division, who referred him to their outsourced delivery company. This company's representative was bemused and concerned, because records showed that the delivery had been made. She said that the matter would be looked into and the customer contacted. After three days and no telephone call, Alemu again rang the delivery company, to find that the relevant staff member was not in the office and therefore the whole matter had to be explained again. At the end of this telephone call no progress had been made, so Alemu called the original mailorder division again to explain the situation. He was told that the matter would be looked into and that he would be contacted. The next day there was a message on Alemu's answer machine to say that the table had indeedbeen delivered about a week ago, but to a block of flats two doors away with the same postcode and to someone of the same surname. The message then suggested that the company would go to that address, retrieve the table and deliver it to Alemu.

Alemu's reaction was to telephone the retailer's mail -order division again, this time asking to speak to the customer-service manager. The telephone was answered by a call-center employee and the consumer was required to explain the nature of the enquiry. He was then told that the customer-service manager was on a tea break, and was asked to phone back. It was not possible to give out direct-line number, and so other calls to the call center was required later. (It has not already been mentioned that each telephone call to the retailer required a considerable waiting time.) A future phone call was made; this time Alemu was transferred to the manger's secretary who, after asking about the nature of the enquiry, said that she would ask this manger to call back as soon as possible. Two hours later the customer- service manager called.

Questions With reference to the scenario above, what do you think that the consumer's reaction would be to that situation? In your option, was the correct action taken by the retailer? If not, what should have been done differently?