Complaints

• Initial Complaint

  08/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On Tuesday, July 23rd my car was hit by a HDL driver delivering a residents ****** order and they fled the scene without leaving any note or information. On July 24th I was connected to some sort of customer service department by calling ******, the original company the order was purchased from. The woman I spoke to provided a phone number *************) to send photos of the damageand contact information that I had which I sent within minutes. That same day I was notified by the property manager that our cameras were being repaired and had not captured the accident, which I also forwarded to the phone number and they let me know it was okay and they would be contacting me with an update shortly. By Thursday, August 1st I had not heard anything so I sent a message requesting an update. All I received was a text requesting the footage of the accident. I reiterated the same information the property manager had given me and even sent a screenshot of the original text exchange. It is now August 16th and I have received no updates. My texts are now being ignored and the mailboxof the phone number is full so I can't even leave a message.

  Business response

  08/21/2024

  We regret the accident that resulted in damage to the customer's vehicle. We have been in contact with the customer. She has now obtained an estimate for the repairs and arrangements are being made to reimburse her for the cost. 

  Customer response

  08/21/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  07/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We Ordered a ** washing machine from costco.com and had it delivered and installed by home delivery link a contractor for costco.com long story short home delivery link had done property damage to my ** sidekick washer and no resolution has been made

  Business response

  07/23/2024

  Our team was at customer residence to deliver a new washer. At customer request a previously installed washer was moved to a new location in the home and after that gave an error code. We have coordinated with customer and washer manufacturer for a tech to go to the residence and resolve the issue with the washer and customer has accepted agreed compensation for the inconvenience. 

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In early April, I believe April 3rd, Home Delivery Link delivered a couch on behalf of **********************. They were supposed to leave it at the door, but since it was raining they insisted on bringing it inside. When the delivery team got the couch inside the door, they set it down and pushed it to its final location. Them pushing the couch resulted in 2 large scratches in the hardwood floor. Over the last 6 weeks I have been filing a claim with Home Delivery Link (claim number 2024-047). They have determined that they have done nothing wrong and refuse to provide any compensation for the damages. This decision was made by *************************** (phone number ************). We did not pay for delivery due to a mishap caused by **********************, so there is nothing to refund. However, we had our floor redone merely 4 weeks prior, costing nearly $3000. We reached out to the flooring company to repair the scratching. They told us repairs would not be possible, that the floor has to be completely redone. We do not wish to have that inconvenience, but I believe we should receive some sort of compensation.

  Business response

  05/29/2024

  We have spoken with the customer and agreed on compensation for the damage to the residence. 

  Customer response

  05/29/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************************
  
   
  

• Initial Complaint

  02/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Warning: Unethical Practices by Home Delivery Link I, *************************, owner of IJC Logistics, want to warn others about the unethical behavior of Home Delivery Link. My experience includes:- Robbery of Funds: Failure to deliver services after payment.- Defamation: Spreading false information about my business.- Forgery: Forging my signature without consent.- Threats and Misconduct: Hostile treatment of workers and coercion tactics.- Managerial Misconduct at Partner Locations.My interactions with Home Delivery Link were marred by manipulation, coercion, and dishonesty. I urge caution when engaging with this company due to their history of unethical conduct. Taking action against them is necessary for resolution.

  Business response

  03/07/2024

  We regret that ************** was unhappy with his company's experience working with our company. Unfortunately he operated his business with ** remotely, with workers in ***** and while he was resident in *******. As issues arose with his workers not having proper equipment or supplies, he was not available to resolve the issue with speed. We took it upon ourselves to resolve the issues so his workers could perform their assignments and be compensated for their time. We promptly notified him of those actions, to which he took exception but did not take steps to resolve the issue. We have since refunded him the money he was charged for that equipment (although that equipment was never returned). We have come to a financial resolution of ****************** disputed items and have heard nothing further from him so assume at least the financial aspects of his concerns are resolved. It is unfortunate that with this remote arrangement, timely action and communication posed challenges to servicing the needs of our clients and their customers and resulted in apparent misunderstandings of our expectations and procedures.

• Initial Complaint

  01/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had a refrigerator delivered that I purchased on Costco.com. The fridge was delivered when I was asleep on 11/29/23. My wife stated the delivery guys had a hard time getting the fridge in and had to remove the doors. When they did they damaged my ceiling. The delivery guy told her he wouldnt get paid if it got reported. He texted her his phone number and a not saying fridge wall and said we could contact him and he fix it. We usually enter our house via the garage. I did not notice the damage to the door frame for a few days. I noted it in my review of the delivery. When I did not hear a response I filed a complaint. The company who handled the delivery said theyre not responsible because they driver didnt annotate damage on his manifest.

  Business response

  01/30/2024

  We have been in contact by telephone with the customer. He advises he wishes to obtain estimates for the repair rather than accept a cash settlement. We are awaiting those estimates and then will arrange for the repair with the customer. We will update as that information becomes available. 

• Initial Complaint

  01/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  HomeDeliveryLink delivered a refrigerator I ordered from ****** on 11/9. During the removal of the old appliance their employees scratched my hardwood floors in numerous areas. The delivery crew acknowledged to ****** that they damaged the floors. Photos were provided to *************************** and he agreed to get quotes to have the floors repaired or refinished. I have made multiple attempts to contact *** since then and emails and voicemails and phone calls go unanswered.

  Business response

  01/08/2024

  We were able to make contact with the customer late last week and an appointment has been scheduled for an inspection and estimate for repair of the floor for Tuesday 1/9. Once that estimate is received we will either arrange for the repair or provide a settlement to the customer, whichever the customer prefers. 

• Initial Complaint

  10/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Thu, Oct 12, 3:00?PM Home Delivery Link delivered around 5 pieces of furniture from Ashley ********** subsequently due to the lack of protection on the bottom of the furniture the ******************* scratched the wood floor when placing the left side night stand next to our new bed frame. Ultimately at the time the Delivery associated admitted liability, I was assured a claim was being filed, at the time I spoke to ****** and they informed me to take pictures of the damage, unbeknownst to me since I was working, I took pictures with good faith and sent them across to ****** who informed me the liability would be with Delivery home link. After a week the company contacted us and stated due to the differences in my pictures versus their pictures they would reject our claim leaving us out of pocket with a damaged floor. I tried to contact the person that sent the rejected claim letter stating that I would like to proceed with their pictures of the damage and sadly to no avail. Essentially this company has come into our house, damage the floor and rejected our claim to fix it, which is completely unacceptable.

  Business response

  11/08/2023

  Contact has been made with this customer and a verbal agreement as to compensation for the damage has been reached. We are awaiting a signed agreement from the customer and then will be paying the settlement as agreed. We believe with this the issue has been resolved to the customer's satisfaction. 

• Initial Complaint

  08/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a couch from ********************** that was delivered by their vendor Home Delivery Link, on or about July 6, 2023. We had the moving guys bring the couch in through the back yard into the ******* room, and they set it down in the room and scratched my brand new floor. The two movers / company disputes that they scratched the floor. Either the packaging or how they attempted to slide it gouged the floor.If my husband had not them to ************* it up, they would've scratched the entire floor. This is a newly installed floor and was in perfect condition prior to the furniture delivery. They are responsible and are being dishonest about disputing they scratched my floor and I want ****** or Home Delivery Link to repair it. Neither a representative from ****** or Home Delivery Link has reached out to even come and look at the damage caused solely by their movers. The only communication they've sent is a letter stating their guys said this didn't happen and they didn't cause the damage.

  Business response

  08/29/2023

  We were unable to resolve this claim initially because of difficulties reaching the customer. We are now in contact with the customer and working to obtain estimates for the needed repairs. Claim will be resolved promptly once estimates are available. 

• Initial Complaint

  01/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 28, 2022, I purchased a couch and reclining chair from **********************. On December 9, 2022, the couch was delivered late in the day. The two delivery men attempted to bring the couch in through the front door, in one piece. After watching the two men struggling under the weight of the couch, I commented to the men I cant believe they sent only two men to deliver this couch! I later learned from the delivery men who delivered the reclining chair in two pieces, that the couch should have been brought in, in two pieces as well. As the two men reached the front porch, the couch was dropped on the composite decking. The two men attempted to push it through the front door, causing damage to the decking on the porch and couch. (See Pictures). I contacted ********************** on December 10, 2022 ( the next day) and spoke to ******. He requested pictures, which I sent that day. On December 12, 2022 I received an email from *********************************** with **********************, explaining a representative from Delivery Link (delivery company) would be contacted me to resolve the issue. On December 19, 2022 I was contacted by ****** with Delivery Link requesting more information and pictures, which I sent that day. On December 23, 2022, ****** contacted my wife, with an offer of $200.00 for damages. I declined this offer and sent via email an estimated cost to replace the damaged decking. I have made multiple attempts to contact ****** via email and phone, and have not heard back from them.

  Business response

  01/27/2023

  We have been in contact with the customer and we have jointly agreed to a cash settlement in this matter. We believe the issue to be resolved to the customer's satisfaction at this time. 

• Initial Complaint

  10/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 27, 2022 furniture movers from Home Delivery Link attempted to deliver a sofa I purchased from **********************. While attempting to deliver sofa they caused damage to my property. An employee named *************************** reached out and asked me to provide pictures of damage and a check would be sent to me. I provided picture evidence and have heard nothing back since. It is been over a month now and I have yet to receive compensation and I have not heard back from ***** at all. I've called everyday since and each time I call I am told she is not in the office. I've emailed her several times as well and I have heard nothing. Either she doesn't actually do any work for the company or this is scam. Damage was done to my property by Home Delivery Link and I should be compensated.

  Business response

  10/07/2022

  In response to this notification we have contacted the customer and confirmed the agreed settlement amount. Unfortunately the settlement notice was never forwarded to accounting for payment. That is in the process of being done now and a check will be issued to the customer next week. We regret the delay and appreciate the customer bringing the matter to our attention. 

*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. ↩