Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:31/10/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a package through *** ********* and they sent it through TForce Logistics to be delivered to me, it arrived at their facility on October 8. They kept trying to deliver it to my condo (where they can't access the building) during the day when I was at work, they would not leave a pick up slip and stated they do not deliver after 5PM or on weekends. When I notified ***, they stated they would recall the package and would send it through ****** **** instead. TForce did not send the package back to ***, and kept ahold of it for 3 weeks before trying to deliver it to my condo again on October 29, during the day when I've already notified them I work 8-5 Monday-Friday and am unable to receive it during that time. Yesterday, October 30, TForce tried to deliver it yet again and I explained the situation for the 5th time; the delivery drive offered to take my package back to their warehouse where I could go pick it up today. Given the run around I've already had, I called TForce today to ensure my package is actually there. TForce initially hung up on me. Upon calling back, they stated that picking up packages from the warehouse is "not an option". They further stated they already delivered it and sent "proof" via email - what they sent was a picture of a package for another person for an address in Airdrie. I advised them of this, and they stated "well we don't know where your package is then". I'm writing a BBB complaint because this is now the 2nd time I've got a package sent through TForce that they lost/didn't deliver and can't tell me what happened to it. **** **** * *** **** ****** ** ****** ******* **** ******* ****** ********** ******* ******** *** *** **** ** **** *** ******** ******** ** *** ********** *********** *** **** ****** ****** ** ****** **** ********

  Customer Answer

  Date: 01/11/2024

  The business his since rectified the situation and has delivered my package- I am satisfied with the outcome. Thank you for your assistance.  

• Initial Complaint

  Date:16/09/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a $*****+ order from **** to be shipped to my apartment in Saskatoon on Wednesday September 11th from 9am-9pm. After waiting for the package all day, I decided to phone TFORCE who had no idea where my package was. Three days later, still no news. Ive been phoning them every day. They are also insisting that I did not pay the $*** home delivery fee and that I have to pick it up from the warehouse. ***** ******* ******* ******* ******* * ******* **** ********** ** ******** ******* ********.

• Initial Complaint

  Date:18/10/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sept 16th, we purchased a bed frame through **** ****** online and shipping to our home was included in the total cost. After the transaction was completed, we were given a delivery date and TForce Logistics as the courier. The delivery date given was September 22nd. I took the day off and waited for the phone call that our item was going to be delivered in the next 30 minutes. I never received a call. Sept 23rd, we called **** and they said the order was collected from Winnipeg and delivered to the TForce warehouse in Saskatoon before September 23rd. **** said to keep in touch if we had not gotten delivery from Tforce in 2-3 days. 3 days past and no call to set up delivery. I called the Tforce call centre and was told the trailer was still being unpacked and that the customer service representative would escalate the issue to the team in Saskatoon. I have now called for the 10th time today (October 17th), and the man I spoke to, gave me the same response I got from the first CSR I spoke to 3 weeks ago. Now it is 25 days since our order was supposed to be delivered by this company! We have spent time calling Tforce and **** ****** to try to get this issue resolved. I have spoken to customer service representatives from TForce call centre 10 times to try and resolve this. How does it take over 25 days to sort through one trailer? What happens to the other trailers that have come in since this one? Is every other customer that is getting deliveries from Tforce in Saskatoon also going to be waiting 25+ days to get their items? This company needs to be held accountable for holding my item at their warehouse for over 3 weeks and not having any other means to communicate with them except talking to someone in their call centre that can't help you.

  Business Response

  Date: 01/11/2023

  The shipment was shipped out from our customer on 09/25/23. It arrived in our warehouse on 09/28/23. We were back logged with freight and processing orders as quickly as possible. This order had no paper work associated with it. We were unable to provide any information to anyone on the order. During an inventory cycle count, we found the order earlier today prior to this complaint being sent to me. we have reached out to the client to attempt to make arrangements to deliver this or have them pick it up, which ever would suit them best. We have a new manager in place as of 3 weeks ago and we are more proactive with orders to attempt to mitigate customer delays. We acknowledge that there was a delay and we could have been more proactive with this customer, however we had no paper work to associate the order with. We are working with our customer to better correct these issues moving forward. We were unable to connect the dots of this order to the paper work. 

  We have left a voicemail for this customer at this time to coordinate handing over their order.  

   

  Regards, 

  ****** ********* 

  Regional Manager

  TForce Logistics. 

  Customer Answer

  Date: 07/11/2023

  Complaint: ********
  
  I am rejecting this response because:
  We feel like your company only acknowledged that there was an issue after I filed this compliant. Before the complaint to BBB we had no effort from your customer service team to try and have our order delivered. I called repeatedly for 5 weeks and was told the same thing. "we have escalated the issue to the local warehouse team and we will be in touch soon to set up a delivery date". We received no call back, there was no effort put forth by anyone within the call center or the local warehouse team to locate the order. I asked to speak directly a supervisor and was told they would call me back right away and did not get a call back. I was hung up on by a CSR who repeatedly talked overtop of me when I was explaining what I wanted to have done to resolve this issue. I was told right up until last week, that my order was still on the trailer and had not been processed yet. I kept asking if that made any sense to them. If my order was on the trailer from Winnipeg still (got to Saskatoon Sept 21st according to ****) then there was also many other customers also waiting 5 weeks for their delivery.
  They had no answer and only apologized for the long wait. We do not accept the excuse that the order was lost within the warehouse because the paperwork was not with it. Both boxes from **** had my wife's name and our address on it. If anyone had taken the time to go look for it, they would have found it. Your company told us they had 'escalated it to the local warehouse team' remember? Your warehouse manager in Saskatoon admitted to me when he called that he had gone looking for it and found it. Why was that not done 5 weeks ago!?!?
  The biggest issue for me is not the human error that led to this ridiculously long wait but the total lack of concern your employees showed to us when we continued to call and complain that were missing our order, were not getting any answers back from them and that any promises to resolve the issue were not followed through on. **** ******* *** * **** ******* ** ******** ******* ** *** ********* ********** **** *** ****** ** *** ****** ******** *** **** **** ****** *********** ** *** **** ***** *** ** ***** **** ** ***** * ******. If TForce actually cared to make changes to provide better customer service and actually deliver the orders when they are supposed to be delivered, you would have done it by now. We feel your company lacks any internal structure to identify delivery issues, have a process in place to investigate those issues, and train staff to communicate those issues and a solution out to your customers. We would never hire TForce to deliver a package for me. Your history shows you can not do it. But since **** continues to use you to deliver online orders, the customers in the Saskatoon area have no option but to endure the frustration and poor service your company provides. Although we now have my order as of November 3rd, we do not accept your explanation for the 5 week delay in delivering our order and hope that the Better Business Bureau also takes action to flag your company for the continued poor service you are providing to customers in the Saskatoon area.
  Sincerely,
  
  **** ********