ComplaintsforABF Freight

• Initial Complaint

  05/24/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Although I am leaving this review for the Richmond branch - I have to say NO ONE with ABF Freight was helpful in the least!!! I ordered a mattress to be delivered through ABF. The morning of the scheduled delivery date, they called to inform me that they damaged the mattress and would not be delivering it. Back to square 1. I ordered a new mattress (now 4 months later) I am scheduled for my second mattress ordered to be delivered. The morning of the scheduled delivery date I received a call informing me that they would not be able to deliver my SECOND mattress as they truck they dispatched is not big enough for the mattress (WHAT DID YOU SEND - A Pick-up Truck??). They said they are working on seeing when they could get another truck to deliver it. I paid for white glove service which no long entails getting rid of the old mattress - so I had already disposed of my old mattress and now had no bed for the night!!! Isn't this ALL YOU DO? Take order for deliveries, dispatch trucks, and deliver??? Can't even do that right - CLOSE DOWN! SHUT YOUR DOORS!

  Business response

  05/24/2023

  Thank you for taking the time to share this information with us, ********* This isn't the experience we want or expect for our customers, and we appreciate the opportunity to address your concerns. Would you mind sending us your PRO/shipping number so we can follow up on your mattress shipment with leaders in the area? It can be emailed to us at *************** or you can respond with it here. Thank you, ****** ** 

• Initial Complaint

  04/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had a steam bun machine that was going to be delivered by ABF, It was picked up on the 11th April for the delivery on the 14th April 2023. Guess what, they dont know where the package is and are saying all short( missing on their terms) for the last week. I cannot believe how could they not know where the freight is? Destination ABF 080 office is blaming Origin ABF office 150 regarding the all sort and I dont know when or even if I am going to get the machine that I paid for. My tracking number for the freight is 1********. Hopefully this company reaches someone who is able to help me.

  Business response

  04/28/2023

  Thank you for bringing this to our attention, *******. We reached out to leadership in the area to help locate your freight, and it is set for delivery today, 4/28/2023. We would like to apologize for any inconveniences this delay may have caused, as this is not the experience we expect or want for our customers. Please let us know if there is anything else we can assist with at ***************. Our team is always happy to help. Thank you, ****** *. 

• Initial Complaint

  03/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  To Whom it May Concern: I used ABF Freight System Inc located at ***** * ******** ****** ****** ****** ** *****, phone number ************* this location is not listed, but it states that their headquarters is at **** *** ********* *** ***** ****** ** *****. I used this company for the first time in January from a referral from another The UPS Store" Franchisee that has used them in the past. I called and got a quote in writing to pick up a crate from my location at **** * ******* ******** *** *** **** ****** ** ***** ** **** ***** ****** ********* ** *****. They provided me with a quote in writing: Quotation ID: ********** for 213.04 and I receive a bill for $703.44 almost 3 times the amount that was quoted to me, I contacted them immediately. After countless emails and phone calls, they agree for me to pay $303.44 which is different from the original amount of $213.04, but I agreed to pay that amount to get things settled since we were going back and forth for 3 weeks with the same issue and got a confirmation # ****************. I received a letter from them a few days later asking for an additional $53.00 which I ignored at first and I am also short staffed down 2 employees, so I haven't got a chance to call them. Today, I received another letter from them telling me that they will auction off my crate. I don't know how to get through to them, I believe this is deceitful business practice. I can be reached at ************ or email me at [email protected], thank you for your help. **** ********

  Business response

  03/16/2023

  Thank you for sharing your experience with us, Ms. ********. We value the opportunity to address your concerns, and we have looked into your shipment further to see what next steps would be regarding your shipment. As of today, March 16, 2023, a delivery appointment has been set for your crate for March 17, 2023. 

  We would like to extend our apologizes for the billing discrepancies you experienced, as this is not an experience we want or expect for our customers. If there is anything we can do to further assist, please do not hesitate to reach out to us at s**************. We're happy to help.

• Initial Complaint

  10/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The Pro number for my deliver is: ********* I am expecting the delivery of a sauna. The website tracking showed it was to be delivered on Friday, October 7, 2022. By mid-afternoon, there was no delivery, so I called the office in Cohoes, NY, where the delivery is coming from. The person I talked to, ***, said that an appointment for delivery had to be made. He asked if Monday, October 10, 2002, would work. I said yes, that I would be home for delivery. He said that due to the distance from their office, the delivery would be in the afternoon; and that the driver would call one hour prior to delivery. By 2:00pm, I had not heard from anyone, so I called the office. The woman I spoke with said *** was not in the office today, and that she was the on-duty supervisor. I ask for the status of my delivery, and she said that they had my sauna on their truck, but that it was going to a sub-carrier (Upstate Cargo Carrier) and that they would call me in a few days for delivery. I was upset, and told this woman that is not was I was told by ***, and that this is unacceptable customer service. I arranged my work schedule to be home on Monday afternoon for delivery, only to find out that this *** had not told me the truth. Now I have to wait several more days, and take more time off of work for delivery. I find this to be extremely inconvenient, and terrible customer service. This *** should have told me the truth!

  Business response

  10/20/2022

  Thank you for sharing this feedback with us and for allowing us to look into the complaint at hand, Mr. ***********. We have looked into PRO ********* and uncovered that your shipment was delivered by a partner carrier, not ABF Freight. We understand that there was some miscommunication regarding the delivery, and we would like to extend our apologies for any inconvenience it caused. Unfortunately, that is not typical for our shipments or business.
  
  
  In your desired settlement, you outlined that you would like a refund of your portion of the shipping charges. Unfortunately, since the company you purchased the sauna from is the paying customer, we are unable to issue you a refund. You would need to get in contact with the company you purchased the item from regarding this matter.

• Initial Complaint

  06/29/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Upon delivery of the goods (Friday) they ditched the trailer in the street in front of our home because the driver was “out of hours”. The driver assured us there could be someone to pick up the trailer the NEXT DAY. The clerk at the Salinas Dispatch location informed me that that was incorrect and that it would have to wait until Monday, and she assured me it would be the HIGHEST priority for a Monday morning pick up. Monday afternoon came and I called and spoke to the dispatch supervisor (I think his name was Paul, but I’m unsure, don’t quote me on that). He informed me that he was sending a driver immediately. This was a blatant lie. 4 hours passed and I called him again, and he told me the same thing: I’ll send a driver immediately. I called him out saying he told me that 4 hours ago, and this is when the supervisor became wildly disrespectful. He told me he refused to send union drivers my way and has maliciously withheld the pick up for over 48, knowing I have an HOA with potential fees. I was nothing but inquisitive and respectful and he did not reciprocate that respect. I hope to see this dispatch location get better leadership, because under his supervision, there is an egregious amount of errors and the customers get burned and flat out disrespected in the process.

  Business response

  07/06/2022

  Thank you for taking the time to share this feedback with us. We appreciate the opportunity to address the situation and apologize for your experience. Without a PRO/tracking number, we are not able to pull up this specific shipment, but we are reaching out to the leadership at the service centers in the area to narrow down our search. We will also address the customer service you experienced so we can ensure it doesn't happen in the future. 

  Please feel free to send your PRO/tracking number to us at ******@arcb.com and we will reach out with updates as soon as possible. 

  Thank you, 

  ****** D. 

  Customer response

  07/09/2022

  
  Complaint: ********
  
  I am rejecting this response because: 
  I am providing further information requested. 
  Reference Number: ***********. 
  
  To make matters worse, we found bed bugs on our mattress that WERE NOT there prior to the move. HUGE HEALTH HAZARD given that my fiancée is pregnant. 
  In the picture depicted, there is a dead bed bug that I killed, but it was certainly alive when we noticed it moments after unpacking that mattress from the truck. 
  
  Sincerely,
  
  ****** ******

  Business response

  07/19/2022

  Mr. ******,
  
  We appreciate you sharing your PRO number with us and providing your feedback about your experience. In light of the issues you described surrounding your shipment, we have applied a $150 refund, which you should be back on your card in the next 3-5 business days.
  
  Sincerely,

  ****** D.

• Initial Complaint

  11/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I ordered a music desk from Guitar Center with a guaranteed 3-5 day delivery. I received notification on November 4, 2021 that my order has shipped, and was provided a tracking number. The tracking did not show up until November 6, 2021. Which showed a delivery date from "Arc" or "ABF", whatever they'd like to be called, of November 8, 2021. That did not happen, neither did the 9th or the 10th! November 10, 2021, was provided a delivery date from "Arc" of November 11, 2021 (already SEVEN days late). Because I have to be home to accept delivery, I took the day off of work. At the end of the day on the 11th, tracking was updated to November 12, 2021. Although frustrated and not getting paid for the missed days of work, I stayed home on the 12th, as well. Once again, at the end of the day on the 12th, tracking was again updated to TODAY (November 15, 2021). Tracking also gave me a phone number to call. I call the number provided, and was told that I HAVE to call that number to arrange delivery!!!? So, If I didn't call, the package would not be delivered?? that alone, is enough to make anyone not use "Arc", but the absolute worst part was, when I called I was told they could "Possibly" delver the package on the 18th or 19th between 9am and 5pm!!!?!? I informed "Arc" of all the events i detailed above, and was told "it's not their problem" LITERALLY WAS TOLD THAT!!! So, as of today, I still do not have what I ordered, "Arc" has already been paid by the retailer, so once again everyone wins but the CONSUMER! "Arc" is probably the most dysfunctional company I have ever had the misfortune of dealing with. The resolution I would like is to have my package delivered NINE days ago, as promised. Realizing that is impossible. I would at LEAST like my package delivered, PERIOD!! An apology and recognition from "Arc" that it IS their problem, would also be good!

*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. ↩