ComplaintsforGreyhound Package Express

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The grey hound lost my luggage. The split the passengers up in two buses after they already collected my luggage onto the first bus.My bus the second group of passengers the bus left ten minutes after first bus but we arrived 1 and a half hours later to each destination.Houston to *********** was first major stop where u collect your luggage from the bus..well my bus was no longer there and I had to wait in *********** then instead of 45min it was 3-4hours or so,..I asked attendants about the luggage claim they said it went on with the first bus it will go to my destination.My destination was ******** ******* with several major stops on the way.Anyhow long story short greyhound makes you go in person to the place of destination ((a gas station at that!!)) to file a claim .. good luck getting them to answer the phone when u do drive across town it qill be for nithjng because Ive already filled out the paper work and it is a gas station employee that switches to ************** for those few hours what it seemed to me . Anyhow *** tried contact them several way more than several hundreds of time every location customer support everything They give u run around tell you let them check some more I WAS ***** TO A FUNERAL MY ****** NO DAY OF ARRIVAL NIT ONKY DID IT RUIN MY TRIP I HAD ONLY THE SWEATPANTS I WAS WEARJNG ON BUS LONG TWO EXTRA DAY JOURNEY FOR ALMOST THE SAME PRICE AS A PLANE TICKET AND WAY MORE HASSLE AND OBVIOUSLY TWO EXTRA DAYS BUT THAT WAS MY CHOICE OF ROUTE I HAD NOTHING YO WLOL AR FOR THE **** SEEING FAMILY AND OLD FRIENDS/employees. I was completely embarrassed that whole week because I had just purchased over 600$ clothes for the trip the day before departure to ******** from ******* on grey hound . (Worst decision ever go that route!)THEY WILL NOT CONTINUE ************ ANY LONGER OR COMPENSATE ME FOR MY BELONGINGS (no way could they make up for that trip))they totally ended all follow up now with no answers

• Initial Complaint

  07/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid ****** for greyhound express shipping to take 2 large boxes from ************ ** to ***********. They quoted 7 business days. May 6 to arrive by may 17. Well they lost the boxes and they went San ******** to Amarillo back to *********** on accident then headed back to ft worth through Phoenix and many places and they lost them. I put labels all over several on all 6 sides. So they would not come off. Some inside as well just to be on the safe side. It too over a month to reach ft worth and they told me to file a claim to get a refund well I did and they denied and said it was a reasonable amount of time even though the quote was to arrive by may 17 and not June 16th. They know what is in the boxes and it was an electric bike so I think someone from greyhound wanted a ******* electric bike and me the owner would not been able to get a third back. I do not feel it is unfair to ask for a refund for me calling everyday for update because there website was never updated because it was lost. I finally asked for a manager or supervisor and they told me there was not any. Not that there was not any available they do not have managers. It was the same people I would get every time I call. It was a stressful time. A electric bike is very expensive and they did a horrible job.

  Business response

  07/11/2022

  Thank you for contacting us regarding the problems you encountered with our Package Express service. Customer satisfaction is the key to our success. We take great pride in our service and depend on people like you to let us know if we fall short of your expectations. I am sorry we fell short of this goal.
  A refund of $ ****** has been issued to your card ending in ****** for GLI **********. While this refund is immediate on our part, it could take up to five business days for the refund to be reflected in your account.
  Thank you for your patience and assistance. 
  Greyhound Package Express Management 

• Initial Complaint

  05/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had an autopart item dropped off on 4/20/22 and its destination was going to *****, ******. About 2 weeks later, tracking never got updated so I had to call in. First 2 times calling, all 2 agents told me that the ****** station had been closed down permanently and now is just a bus stop which will not be accepting any incoming packages. I asked why they let me drop off knowingly it will be closed down end of April. Agents did not give any explanations and kept telling me to call back to check couple more times. Third time I called, the agent finally told me the item was sent to *******, ********** greyhound. I asked to file a claim but the agent was unwilling to help. I even filed a claim online but no one ever got back to me. I called to the ******* greyhound to ask about my package. An agent rudely screamed at me saying package will be sent to ****** in sometime and told me not to call back again before aruptly hung up on me. Since then, the tracking number only stated package location was still in *******. Please look up tracking #***********. I was hoping BBB can step in and tell the greyhound to refund the package value ($360) plus the shipping fee they charged me. Thank you

  Business response

  05/25/2022

  Thank you for contacting us regarding the problems you encountered with our Package Express service. Customer satisfaction is the key to our success. We take great pride in our service and depend on people like you to let us know if we fall short of your expectations. I am sorry we fell short of this goal.
  
  On May 23, 2022, *********************** was refunded his shipping fees of $138.85 and on May 23, 2022, we received the loss claim form. The customer was advised on May 24, 2022, that the claim form was received and will be completed by July 22, 2022. We will continue to trace for the shipment and will update the customer via email.
  Thank you for your patience and assistance.
  
  Customer Support
  ************************************************************************************************************* | Fax: ************| Call: **************

• Initial Complaint

  04/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Grey hound has failed to deliver a shipment placed over three months ago. They will not give me any reason why my package has not moved in 3 months and will not compensate me for the item shipped.

  Business response

  05/02/2022

  Dear *******,

  Thank you for contacting us regarding the problems you encountered with our Package Express service. Customer satisfaction is the key to our success. We take great pride in our service and depend on people like you to let us know if we fall short of your expectations. I am sorry we fell short of this goal.

  Please provide us with your Greyhound Package Express bus **** number. If you did not ship a package with Greyhound Package Express please send us ************ number?
  Thank you for your patience and assistance.
  
  Greyhound Customer Service

• Initial Complaint

  11/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 27th, I shipped 15 containers from Southfield, Michigan to be delivered to Long Beach, California, station to door. On October 14th at 8:40 am I received 9 of the 15 containers with a balance of 6 outstanding. On October 22nd I received an email from Greyhound tracking website that the balance of 6 were "delivered" on October 14th. (Containers ship to Los Angeles Greyhound to be delivered to my home.) I called Greyhound on the 26th stating that I had received an email notice that my containers were delivered and set up a delivery date to my home for the 27th, I waited all day and there was no delivery or phone call. On the 28th I called Greyhound to let them know what happened. I received a phone call from the Los Angeles station saying that when the courier arrived at the Los Angeles station the 6 containers could not be found. I called greyhound once again on November and was told since it had been over two months that I had to fill out a claim for further investigation. I have made over 12 phone calls to Greyhound attempting to locate my belongings. I'm dumbfounded as to how Greyhound can loose 6 large containers, 5 of which are 17.5 gallons and 1, 30 gallon. All are hard plastic with my name and address written on the outside in sharpie. This is not the first time Greyhound Express has "lost" my items, in 2017 they lost 2 large plastic containers never to be found. Just what happens to all these lost items, I can only think of the worst scenarios. Greyhound Package Express claim number XXXXXX.

  Business response

  01/13/2022

  Business Response /* (1000, 5, 2021/12/06) */ Dear ***** ******, Thank you for contacting us regarding the problems you encountered with our Package Express service. Customer satisfaction is the key to our success. We take great pride in our service and depend on people like you to let us know if we fall short of your expectations. I am sorry we fell short of this goal. We received your claim for the packages you have not received to date and we have your tracer still active in our system. The due date for the loss claim is January 8, 2022, if the last 6 boxes are located we will let you know. Regards, Greyhound Package Express Consumer Response /* (3000, 7, 2021/12/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) They give no update as to what is currently being done to locate my 6 containers only that the tracer is still active in their system. It will stay that way until January 8th, when they close my case and will not to be bothered any further. Since this is the second time Greyhound Package Express has "lost" my items, they have once again fumbled the ball. What possibly could have happened to 6 large containers with my name and address written on the outside? I am dumbfounded as to find a reason for this. Were they left unattended and stolen by a bus passenger, a passing ********* an employee, sold on the black market or are they hiding in a dusty corner? Please tell me so I can put my mind to rest. I cannot express my feelings at the scenario I find myself to be in once again. They state that they offer "the best combination of service and value of expedited time critical delivery". I only wish I could believe that, it's been over three months and I am still waiting, "expedited time critical" I don't so, do they care, nope! Business Response /* (4000, 12, 2021/12/28) */ Thank you for contacting us regarding the problems you encountered with our Package Express service. Customer satisfaction is the key to our success. We take great pride in our service and depend on people like you to let us know if we fall short of your expectations. I am sorry we fell short of this goal. We received your claim for the packages you have not received to date and we have your tracer still active in our system. The due date for the loss claim is January 8, 2022, if the last 6 boxes are located we will let you know. Regards, Greyhound Package Express

• Initial Complaint

  11/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I shipped 9 boxes from Los Angeles, CA to Miami, FL on 06/21/2021. The tracking never updated after arriving at Atlanta, GA so I had to call multiple times to find the whereabouts and kept on receiving the same response over and over. I went to the pickup location in Miami to try to find out more information. After speaking to the front desk, I was told only 7 packages arrived out of the 9. The 7 boxes were mostly torn apart and squished. it seemed as someone tried to open the boxes to check the inside, it was awful as they were my only belongings since I moved across the country. The 2 boxes that were missing happened to be the boxes with my road bikes which had a lot of value. I contacted greyhound and started a tracer which had no success and then a claim. After filing the claim I waited 60 days and received no contact from greyhound. I had to call and every time was given no update. I finally got an email stating they would only refund $222.11 for my claim even though I declared $1000 beforehand and sent all the receipts totaling that amount for the contents of the stolen packages. I replied to the email stating that amount was not acceptable on 9/20/2021 and did not receive an response until 11/08/2021 with a new claim refund form. In between that time I have sent Greyhound various emails with no response, I followed all the proper steps and sent the required info with receipts so I excepted $1000 for my losses. Shipment Reference Number XXXXXXXXXXXXX

  Business response

  12/21/2021

  Business Response /* (1000, 6, 2021/11/30) */ Dear ***** *****, Our claims department will reach out to you within 48 hours with a resolution to your claim. Thank you, ******** Support Consumer Response /* (3000, 8, 2021/12/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) no response........ Business Response /* (4000, 10, 2021/12/10) */ Dear ***** *****, Please see the last email sent to you on December 8th in regards to your claims payment. Original Message From: Expressclaims ***********************@greyhound.com Sent: 12/8/XXXX X:XX AM To: ************@outlook.com Subject: Greyhound Package Express-Claims ref:_00DXXXXXb._5001T1Xobzx:ref Dear ********, The claim submitted has been reviewed and we have arrived at the settlement amount which will be mailed to you in a check within 12-15 business days. When properly endorsed, this check, in the amount of $522.22, constitutes a full settlement of your claim. Greyhound is committed to providing quality ******** service and regrets the inconvenience you experienced. We hope you will give us another opportunity to be of service. Yours truly, ******** Support ************** ***********************@greyhound.com

• Initial Complaint

  10/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On august 6th I shipped out five boxes from Tacoma WA to Temple TX, as of today 10/11/21 I have not received any packages the tracking states that boxes are spread out from Los Angeles, Dallas, and El Paso. Despite promising me updates and putting these packages as a high priority I have received no update or packages i am constantly calling for them to give me the run around and tell me they can't get ahold of anyone everyone I've talked to has given me as little info as possible but plenty of attitude I just want my stuff, how does this business have a department dedicated to tracking packages but can't find them?

  Business response

  11/09/2021

  Business Response /* (1000, 5, 2021/10/12) */ Dear Customer, Thank you for contacting us regarding the problems you encountered with our Package Express service. Customer satisfaction is the key to our success. We take great pride in our service and depend on people like you to let us know if we fall short of your expectations. I am sorry we fell short of this goal. Please provide us with your Greyhound Package Express bus bill number. If you did not ship a package with Greyhound Package Express please send us your bag tag number? Thank you for your patience and assistance. Greyhound Customer Service Consumer Response /* (3000, 7, 2021/10/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) The number is XXXXXXXXXX. I don't not accept this response because every customer service member I have spoken to has asked and called number that are disconnected (as I have had to call myself) and sent "emails" with no responses. I've constantly been told the most I can do is have them call and there is no one else to speak to, horrible customer service and horrible troubleshooting overall these employees don't do there jobs and just give attitude. Business Response /* (4000, 9, 2021/10/19) */ Ms. *******, Please provide us with your tracking number so we can assist you properly. Regards, Customer Support Consumer Response /* (4200, 12, 2021/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am still missing 3 boxes Business Response /* (4000, 14, 2021/10/29) */ Dear Customer, Thank you for contacting us regarding the problems you encountered with our Package Express service. Customer satisfaction is the key to our success. We take great pride in our service and depend on people like you to let us know if we fall short of your expectations. I am sorry we fell short of this goal. Greyhound values its customers and hearing from customers such as you allows us to continue to improve the quality of our service. It is our policy to investigate every situation that is brought to our attention. I can assure you that appropriate action will be taken to prevent future delays. Please fill out the attached claim/refund form for your loss or damaged shipment. I am certain that your future experiences with Greyhound Lines will demonstrate our commitment to provide quality customer service. Thank you for your patience and assistance. Customer Support *****************@greyhound.com Fax: 214.849.6808 Call: 1.800.739.5020

• Initial Complaint

  09/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I utilized a service called Busfreighter who contracts with Greyhound Package Express (GPX). On 7/27/2021 I paid for 6 boxes to be picked up from my house to go to Greyhound, then Greyhound would ship from NYC to Greyhound Bus Station in Durham, NC to be picked up.  I am missing TWO boxes still. I happened to stop by the Raleigh, NC bus station on my own without any notification from Greyhound and picked up a few of my other packages. The boxes that I picked up were in such poor and damaged condition when received that a box was completely torn open and had roaches, I had to throw several of items out. I salvaged what I could from my items. I am not sure what to even expect when I hopefully and finally receive my last two package, but at this point I would just like my remaining packages. I received a phone call that seemed promising from an agent in escalations and was told to email photos of my boxes and file a claim. I haven't heard back, no one is working hard to find my items.

  Business response

  10/18/2021

  Business Response /* (1000, 5, 2021/09/28) */ Dear Customer, Thank you for contacting us regarding the problems you encountered with our Package Express service. We take great pride in our service and depend on people like you to let us know if we fall short of your expectations. I am sorry we fell short of this goal. We received you loss claim for bus bill number XXXXXXXXXX on September 13, 2021. In accordance with the Bus Industry tariff regulations, we are permitted sixty days, from the filing date of your claim, in which to search for delayed or missing Package Express shipments. On September 22, 2021, busfreighter.com refunded your shipping fees of $468.01. Thank you for your patience and assistance. Greyhound Package Express Consumer Response /* (3000, 7, 2021/10/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thanks so much for the reply, although I appreciate it and I am happy to know my concern has been received. I still have not received any actual information regarding where my missing packages could be. I have been reached twice by members of the escalation's teams and each person has said they'd follow-up then there's days/weeks before I hear from them again. Every time I use their call back number I'm taken directly to voicemail. This process would make me feel a little bit better if the Greyhound Package Express team was more responsive and made an active effort to inform me of where my things have been/could be currently. My tracker has not even been updated for the items I have received, why offer tools like trackers if they aren't used and kept up to date? This has been a terrible experience and I would just like items including my coats and boots as the weather begins to get cooler. Business Response /* (4000, 9, 2021/10/05) */ Dear ****** ******, Thank you for contacting us regarding the problems you encountered with our Package Express service. Customer satisfaction is the key to our success. We take great pride in our service and depend on people like you to let us know if we fall short of your expectations. I am sorry we fell short of this goal. Greyhound values its customers and hearing from customers such as you allow us to continue to improve the quality of our service. It is our policy to investigate every situation that is brought to our attention. I can assure you that appropriate action will be taken to prevent future delays. Please see attached final release letter that we also emailed to you on October 5, 2021. I am certain that your future experiences with Greyhound Lines will demonstrate our commitment to provide quality customer service. Thank you for your patience and assistance. Customer Support *****************@greyhound.com Fax: 214.849.6808 Call: 1.800.739.5020

• Initial Complaint

  09/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I listed an antique coffee table and sold it to someone in Rockwall, TX. Item was boxed and sent out using station to door service from El Monte, CA to Rockwall, TX. Item shipped on 8/11/21 with a quote of delivery sometimes between 1-2 weeks. Way fair no XXXXXXXXXX. Tracking said item left outbound the following day and nothing after. 8/26 I called to have it trace and the following day, tracing response with 'outbound' from Los Angeles. Now it has been almost a month with no activity. I have called greyhound ship to locate my item and have been told 'called Dallas station, no answer' every times I called. Dallas station number on line listed on Greyhound website is disconnected. Their agents are useless and can't give me any details other than we will email them and wait for respond. I have filled an Express tracer claim. The buyer is wanting the coffee table within the next week or I would have to refund her. Cost of coffee table 350, shipping 191.38.

  Business response

  10/13/2021

  Business Response /* (1000, 6, 2021/09/23) */ Dear Customer, Thank you for contacting us regarding the problems you encountered with our Package Express service. Customer satisfaction is the key to our success. We take great pride in our service and depend on people like you to let us know if we fall short of your expectations. I am sorry we fell short of this goal. We apologize for any inconvenience this has caused, the package is currently at the final destination (Dallas, TX) and is ready for delivery! Please verify if this case is resolved. Thank you for your patience and assistance. Regards, Customer Support Consumer Response /* (3000, 8, 2021/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) This item was supposed to be delivered to the door of the recipient and she has yet to received the item. Business Response /* (4000, 10, 2021/09/28) */ The customer has been contacted to schedule the delivery, we can be reached at XXX-XXX-XXXX.

• Initial Complaint

  08/31/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I shipped 3 packages from the Long Beach, CA Greyhound Station on X-XX-XXXX with station to door service with a final drop of around the Cleveland, OH area. My tracking number is XXXXXXXXXXXXXX. I paid $407.59 for this service and was initially quoted 10 days. My initial call to customer support was on X-XX-XXXX and I was told that they were unsure of where my packages were and that I should receive a follow up call, which I never received. I called again on X-X-XXXX and was told that this route was taking 14 days and to keep checking my tracking. I called again on X-XX-XXXX and spoke with someone that told me this situation would be escalated and my issue was marked as the highest priority and that I would be contacted "hopefully the following day." I was not contacted. I recently sent an email to customer support in order to have a paper trail of my conversations. At the time of writing this, it has been 44 days and I have not had a single package delivered.

  Business response

  11/01/2021

  Business Response /* (1000, 5, 2021/09/08) */ Dear Customer, Thank you for contacting us regarding the problems you encountered with our Package Express service. Customer satisfaction is the key to our success. We take great pride in our service and depend on people like you to let us know if we fall short of your expectations. I am sorry we fell short of this goal. Greyhound values its customers and hearing from customers such as you allows us to continue to improve the quality of our service. It is our policy to investigate every situation that is brought to our attention. I can assure you that appropriate action will be taken to prevent future delays. Please fill out the attached claim/refund form for your loss or damaged shipment. I am certain that your future experiences with Greyhound Lines will demonstrate our commitment to provide quality customer service. Thank you for your patience and assistance. Customer Support *****************@greyhound.com Fax: 214.849.6808 Call: 1.800.739.5020 Consumer Response /* (3000, 7, 2021/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm simply requesting my packages be delivered. I recently had a tracking update on 9/1/2021 with at least one of my packages being "loaded outbound" in New York, NY and then two days later (9/3/2021), another update in Albuquerque, NM. Keep in mind that this shipment should be going from California to Ohio, so I'm sure you can understand my even further confusion. I have been told numerous times that I would get an update about my shipment, but have never been contacted by anyone from Greyhound unless I reached out first. When I reach out, I'm told that I should hear something soon, but Greyhound has failed time and time again to communicate with me. I expect to receive my packages that I shipped and I also expect to be refunded the amount I paid for shipping. I would kindly recommend halting my shipment at the next location and using a company that can guarantee delivery. Feel free to use the $1000 in declared value that you would be paying me in order to make this happen. Business Response /* (4000, 9, 2021/09/17) */ Dear *********, We apologize for the inconvenience and will do everything to locate your packages. We will send you an email on 9/17 requesting additional information for the trace. Thank you, ******** Support Consumer Response /* (4200, 11, 2021/09/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) The email sent to me requested a description of the packages I sent. I responded and heard back that I will hear an update on their search. Business Response /* (4000, 13, 2021/09/28) */ Dear ********, Thank you for contacting us regarding the problems you encountered with our Package Express service. ******** satisfaction is the key to our success. We take great pride in our service and depend on people like you to let us know if we fall short of your expectations. I am sorry we fell short of this goal. Greyhound values its customers and hearing from customers such as you allows us to continue to improve the quality of our service. It is our policy to investigate every situation that is brought to our attention. I can assure you that appropriate action will be taken to prevent future delays. Please fill out the attached claim/refund form for your loss or damaged shipment. I am certain that your future experiences with Greyhound Lines will demonstrate our commitment to provide quality ******** service. Thank you for your patience and assistance. ******** Support *****************@greyhound.com Fax: 214.849.6808 Call: 1.800.739.5020 Consumer Response /* (4200, 16, 2021/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am still working on filling out this form as it requires receipts/proof of purchase of all of my claimed items. I want to make sure to include everything in order to get refunded properly. Additionally, on the claim form, I see that my items will be depreciated, regardless of condition, so I'm going to take my time to ensure that I don't get cheated out of what I deserve. Also, I was contacted by a tracing agent on 9/22/2021 and was told I would hear back from them, but have yet to hear back (it is now 9/29/2021.) I'm assuming my three packages are completely lost, but I'm again going to reach out myself and take matters into my own hands in order to get some kind of update that I was promised. I remain completely disappointed in not only the service I purchased, but also the ******** support of Greyhound. Business Response /* (4000, 18, 2021/10/11) */ Dear *********, Our tracing agent contacted you and you can email us at *****************@greyhound.com for updates or contact us at XXX-XXX-XXXX. Regards, ******** Support Consumer Response /* (4200, 20, 2021/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will continue calling the tracing agent and check for any updates. My claim form will be submitted in a week or so with proof of purchase for my items. I expect for my shipment to continue being traced even after my claim form is submitted. Business Response /* (4000, 22, 2021/10/28) */ Hi *********, We apologize for the inconvenience and the delay in receiving your packages. We confirmed with the Manager in Cleveland that your shipment is currently on hand and will be delivered to your home on November 5th. Regards, ******** Support

*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. ↩