ComplaintsforFreight Club
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Complaint Details
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Initial Complaint
20/12/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
We started shipping thru FreightClub, that is owned by *********************** (both out of ******) on 3/23/23. We are a High End Furniture Dealer for over 100 companies with a brick and mortar store, but mainly our sales are through the internet. We order direct from the manufacturer, use a carrier to pick up and deliver to customer using white glove delivery service. Below are the issues we have with experienced with FreightClub:Emails come from their employees overseas at a call center. We cannot speak to the person sending the email on the phone. They only want to email. A lot of issues could be resolved instantly if we could speak to someone on the phone. We have experienced when calling into FreightClub their English is not very good and they don't understand what information we are requesting and we don't understand them. A carrier they use 1st language is Spanish and our customer's have a lot of issues with the language barrier during delivery. Our job requirement does not include being fluent or speaking a foreign language and 99% of the time our customer's do not speak a foreign language either.We are only allowed to speak to FreightClub and never to the carrier. We need to be able to speak directly with the carrier when freight is returned to the terminal to gather necessary information and work out a solution. A couple of instances when we were provided this information the carrier provided was correct, but the location of the terminal and contact information was not. We are only provided with FreightClub tracking numbers and never the actual tracking number the carrier uses so we are unable to run down our freight. This furniture is our furniture-bought and paid for by us-until successfully delivered to the customer. Why are we not provided this information.The carrier schedules a delivery with the customer and then gets there and says furniture too heavy need a 3rd man. Need more space. Would like call from someone in charge to work outInitial Complaint
19/12/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Freight club had us pay full price to *** freight for a shipment that we previously paid to freight club as part of a 3rd party service covering our freight shipments. *** was paid by us ************** *** *** *** ***********) 1334.63 for shipment number ******** (our PO ********). This shipment had already been billed to us by Freight club and paid on a monthly invoice we receive from freight club covering multiple shipments each monthInitial Complaint
17/11/2021
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
On April 6, 2021 I shipped an item with a value of $1,110.95 with insurance through Freight Club, using *** ******. The item arrived damaged. I filed a damage claim, providing all required documents and pictures. I received this email from Freight Club on 4/10/21: Your claim has been successfully submitted for review. If we require additional documentation to file your claim, our claims team will reach out to you via email. Pending items will also be visible in your Manage Claims portal. Once your claim is successfully filed, you will be notified. Once filed, **** claims have an average adjudication time frame of 20 - 45 days. Claims filed directly with Carriers have an average adjudication time frame of 45 – 120 days. Please note that due to peak season volumes claim adjudication may be slightly delayed. I received NO further communication from Freight Club, requesting any further images or such. After 6+ months, I wrote to them requesting an update on this claim. Now, 6 months later, they claim that they need more images.
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Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.