ComplaintsforGreyhound Package Express

• Initial Complaint

  08/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped off 14 packages at the Greyhound station in Pueblo, CO on July 8th 2021 to be shipped to the Ocala,FL station. I was quoted 10-14 days for shipping. It has now been 46 days that my packages have been lost with no updates or new information. Not a single station along the way answers their phones or returns calls for myself or greyhound customer reps. I drove to nearby stations to see in person if my packages were there and the agents were not able to track them, either. Customer service opened a tracer for me but has been unable to locate my packages despite it. I have called 2-3 times a week every week since they were supposed to arrive and am told to wait for an update and file a claim. I've filed the claim, but I am not ready to give up on my 14 packages containing my entire wardrobe, snow gear, swim gear, bedding and linens. What's more frustrating is the Waybill# XXXXXXXXXX assigned says my shipment is only 3 packages, rather than 14. Just adding confusion.

  Business response

  10/04/2021

  Business Response /* (1000, 5, 2021/09/01) */ Dear ******, We apologize for any inconvenience. There are currently 12 of the 14 packages on hand in Ocala, FL. The location will notify us once the other two packages have arrived. They will contact you in regards to your shipment. Regards, Customer Support Consumer Response /* (3000, 7, 2021/09/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Greyhound never contacted me to let me know that 12 of my 14 packages were being held at the Ocala station. There were 7 days between the last time I checked in person, and your response telling me they are there. So when I received your response, I went there in person to pick them up. There was no greyhound agent in the building. My packages were stacked by the back door, torn open and clothes strewn out. One box was only half full so I am certain clothing is missing/stolen. I took the boxes despite the lack of assistance which means anyone could have taken them. I am still missing two packages and still have not heard from greyhound regarding their whereabouts. I am extremely dissatisfied with the state in which my 12 packages were left - They were not being guarded or protected in any way - as well as the complete lack of communication or protection of my packages. I will not consider this resolved until I receive my now-two missing packages and compensation for the missing clothes. Business Response /* (4000, 9, 2021/09/13) */ 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. ******** Support *****************@greyhound.com Fax: 214.849.6808 Call: 1.800.739.5020 Consumer Response /* (4200, 11, 2021/09/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response does not solve the problem or answer my questions in any way.I have already filled out the claim form and submitted it weeks ago. I would like to know where my two missing boxes are and when they're expected to arrive. And I would like assurances that the Ocala station will notify me when they arrive, and protect them while they're there. Business Response /* (4000, 13, 2021/09/22) */ We answered all of the questions we were able to answer, the location received 12 of 14 and will notify you once the other two pieces arrive. We have asked that they place the packages in a secure location once they arrive.

• Initial Complaint

  08/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 24, 2021, I placed an order (order #XXXXXXXXXX) to ship three boxes and dropped them off accordingly around 8:30AM on July 26, 2021 in New York City. The shipment was said to take 14 business days (tracking #XXXXXXXXXXXXXX ) to arrive in Hayward, CA so should have arrived by August 13, 2021. I called several times because the shipment status has stated "Loaded Outbound" since July 26, 2021 however everyone I have spoken to in Greyhound Package Express ******** Service has no idea where my packages are, 20+ business days later. The lack of tracking information and control of the whereabouts within Greyhound Package Express is incredibly inefficient and severely lacking competency.

  Business response

  09/15/2021

  Business Response /* (1000, 5, 2021/09/01) */ Dear ********, We apologize for the inconvenience. We are currently checking Los Angeles, Oakland, San Francisco, and Hayward for your shipment. When the packages left New York City they were placed on our direct to Los Angeles freight truck. We will update you from *****************@greyhound.com by 9/3/2021. Regards, Customer Support Consumer Response /* (2000, 13, 2021/09/13) */ Consumer advised BBB staff over the phone that the case is resolved

• Initial Complaint

  08/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June, I paid Greyhound Package Express $468.35 to ship 8 boxes from New York, NY to Los Angeles, CA. I paid for door-to-door service. I was told that the packages would arrive within 14 days. The first (and only) shipping event shown in the tracking of these packages (shipping no. XXXXXXXXXX) is on the pickup date - June 29, 2021. There has been no update since. When I called after two weeks, I was told that because I had shipped more than 5 boxes, the delivery time had doubled. There was no indication of that anywhere when I made the reservation, but fine. A month later, there is still no tracking update and no indication of where the packages might be. Customer service has no answers. The Los Angeles package center will not answer the phone, even for any Greyhound employees, and they have disconnected their number. They also will not return Greyhound employees' emails regarding the issue. I have submitted a claims form and was told I must wait 60 days for even a reply via email.

  Business response

  10/01/2021

  Business Response /* (1000, 5, 2021/08/03) */ 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. According to our records, your shipment was placed on our pallet truck that left New York City on July 20th and arrived in Los Angeles on August 2nd. Los Angeles is currently backlogged with freight and is sorting the pallets as quickly as possible. You should receive a scan notification from Los Angeles within 48 hours. Thank you for your patience and assistance. Consumer Response /* (3000, 7, 2021/08/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received the above message from Greyhound, promising me an update within 48 hours. 72 hours later, I have still not received any update. I replied to Greyhound Support with the following message: Thank you for your email. It has now been over 72 hours since your message, which indicated that my boxes arrived in Los Angeles five days ago. I have not received any notification or communication from Los Angeles - or any other Greyhound center - since. I would also like to point out that if the information you have is correct, the only tracking Greyhound does provide is inaccurate. The only event listed in the tracking is that the packages were "loaded outbound" in New York on June 29, the day they were picked up from my residence. Your message indicates that they did not leave New York until July 20. I am not sure why it took almost a month for them to leave New York (perhaps it is just a coincidence that the packages finally left New York two days after I first called Greyhound to ask where they were/why I hadn't received an update...), but I also do not understand why there is no record of any of the activity you are now reporting. Why were the packages not scanned when they left New York (on July 20 or whenever that was)? There is literally no record that they were ever even in transit. Please provide me with an update as to the location of my packages and an actual means of contacting the center in Los Angeles, which has disconnected one of its phone lines and does not answer the alternate number (for either customers or for Greyhound's own staff). I have been more than patient waiting for my packages, which have clearly not been handled properly in your system, but the minimum I expect is accurate information and clear communication from Greyhound. I look forward to your prompt response. Business Response /* (4000, 9, 2021/08/13) */ Dear Customer, We have confirmed 4 on hand so far. Los Angeles will contact us on regards to your remaining 4pcs as they continue unloading shipments from their pallets. Regards, Greyhound Support Consumer Response /* (4200, 11, 2021/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) No one from Los Angeles ever contacted me. Neither did anyone from Greyhound. I had to go to the Greyhound center in person and inquire about my shipment. I was told they had five boxes, which I scheduled for delivery today. I was delivered four of my boxes and one box that was someone else's. There is still no tracking or scan information or anything for the other four boxes. No estimate of when I will get them, either. Business Response /* (4000, 15, 2021/09/01) */ ***Document Attached*** Please fill out the attached claim form for the box you did not receive. Consumer Response /* (4200, 17, 2021/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I submitted a claims form on August 2nd. It is now September 8. No one contacted me about the claims form I submitted. Please check your records. Please also note that I am not missing just one box. I was missing four - half the boxes in my shipment - and now I am missing three, since I made yet another trip to Greyhound to pick up a box myself (despite the fact that I paid for shipping) that was found after it had been delivered to the wrong person. Three boxes remain unaccounted for, despite my numerous trips to the Greyhound station in person. These trips are costly and inconvenient but are apparently necessary because Greyhound employees have been instructed to disconnect and not answer the phones at the facility. Business Response /* (4000, 19, 2021/09/15) */ 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 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 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 /* (4200, 21, 2021/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Rather than copy and paste a stock response, please take the time to actually read my replies. I already submitted a claims form on August 2. Find it. Greyhound has supposedly been "actively investigating" since then. It has been six weeks since that date. It has now also been almost three months since I shipped my boxes (and was told they would arrive in two weeks). Please also stop suggesting I call your ******** Service line, when no one there can even get into contact with the Los Angeles center. Business Response /* (4000, 23, 2021/09/20) */ 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. According to our records, you received 5 packages out of 8. The remaining 3 packages were located in Los Angeles and are ready for delivery. Please contact us at XXX-XXX-XXXX to schedule the delivery on your order. Regards, Customer Support

• Initial Complaint

  07/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I shipped 4 boxes with expensive stuff from NYC to CA the boxes where all around USA no one can give me an answer for months they said 14 to 20 days delivered and after 3 months nothing !!!, They got lost for months no one can give me an answer, finally they told me to fill a claim , they say I declared $500, but it was for 1 box not all of them!!!, When I revisit the page they dont even give you the option to declare a value for each box! I paid around $159 dollars then after a month I got charged extra around $73 dollars out of no where ! WOW then now they say they can not give me my stuff back because they lost them, I have to forcibly accept their offer?WOW! If I make the calculation $500 of their offer minus $232 from what I paid is $268 !!! My loss was more than 4K!!! Lost those gowns , expensive shoes and bags , perfumes , bikinis , winter coats , cocktail dresses and sentimental value stuff !! Now they threatened me to accept this ? Its pretty sad !!! And disappointed !

  Business response

  09/20/2021

  Business Response /* (1000, 5, 2021/07/30) */ 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 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. We reviewed your case, case number XXXXXX and we able to determine that our claims department handled your case following our tariff and the declared value purchased at the time of shipping. When a customer purchases declared value at the station, on the website or through busfreighter.com they are purchasing it for the entire shipment not per package. It shows on your labels as well as your receipt that the total declared value is $500. Please see screen shot showing busfreighter.com website. When customer click on the declared value there is a pop op that says "Max $1,000 per shipment". Regards, Customer Support *****************@greyhound.com Fax: ************ Call: 1.800.739.XXXXXXXXXX Consumer Response /* (3000, 13, 2021/08/13) */ I explain that the 500 was for one of the boxes , not for all of them I been charged 2 times from you guys according for extra total of around 230 dollars lol hello and you want to solve with that ? Its totally unfair when I made the order I thought they will give me the option for the insurance of the other boxes , I explain I been calling since last year no one was able to give me an answer the boxes were big I can't understand how come some one will lose them . I have lost a lot of time and also affected me emotionally to lose all my belonging , you guys are not considerate , I can not accept that 500 dollars I want my boxes and all my stuff or a better resolution because you guys dont even look out for the boxes! Business Response /* (4000, 15, 2021/08/16) */ Dear Ms. ****, Your shipment was purchased and paid for through ****************. For any shipping refunds or charge disputes please contact them directly. When customer purchase declared value on busfreigther.com website, it alerts the ******** that the declared value is for the shipment and not individual piece. Your maximum declared value was $500 when you purchased through **************** and therefore Greyhound Package Express will not exceed the claim payment over $500.00. Regards, Customer Support Consumer Response /* (4200, 17, 2021/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have explain that if I was aware of that policy in the moment i fill out that order I would never ship all boxes together i click thinking i will declare my first box and i will be asked for the other boxes as well , it never happen ,so please do not accuse me of being extra aware of your claim if i was i would not be here complaining ! this was my first time using your service because a friend recommended to me so i assume i could trust you with my shipment ! I been calling and calling since that and no one could find out. where my boxes was? How come ? the boxes are large to be dismiss , 2 of them arrived opened with less stuff inside! I can not accept your offer, give me my boxes with all my stuff or a better resolution ! This behavior is very unfair! Business Response /* (4000, 19, 2021/08/24) */ Dear Ms. ****, Your shipment was shipped in September 2020, we have searched our locations thoroughly and were not able to locate them. Regards, Customer Support Consumer Response /* (4200, 21, 2021/08/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Of course you guys don't find them bc you guys are not even making the effort to do it! Last December after being calling and calling and having no answer I went to the port authority in NYC To the location and found out they had 2 of my boxes! HOW COME ALL OF YOU SAID THEY CANT FIND THEM AND 2 WHERE IN NYC? Because you guys are not really looking, I had to do it myself all this time wasting my time and energy! Those 2 boxes were broken and opened , I found less than a half of the things I put there ! I recall your page does not specify they are not giving the option to declare more than 1 box, if i knew i would make different orders instead of one for the 4 boxes and if you see I can not understand why my boxes are lost or even worse stolen, with that huge size ?I have send pictures to greyhound of the 2 broken boxes and the original boxes and the video showing how the boxes were almost empty when i was in the greyhound location in NYC! I kindly ask for a better resolution your option is not an option and is very unfair Business Response /* (4000, 24, 2021/09/03) */ Ms. ****, Please see our previous response from 8/16. Also our tariff below. 8/16: When customer purchase declared value on busfreigther.com website, it alerts the customer that the declared value is for the shipment and not individual piece. Your maximum declared value was $500 when you purchased through busfreighter.com and therefore Greyhound Package Express will not exceed the claim payment over $500.00. Our tariff can be found at http://www.shipgreyhound.com/shipping-terms/. Value: No single shipment (Prepaid, Collect, or C.O.D.) will be accepted for transportation that exceeds one thousand dollars ($1,000) in actual or released value. Released or declared value is the value agreed upon between the shipper and the carrier as evidenced by the uniform receipt given to the shipper by the carrier at the time of shipment tender or as agreed upon. With the exception of Baggage in Express Service shipments, excess value charges will be assessed for any shipment with value greater than one hundred dollars ($100). Baggage in Express Service shipments will be assessed excess value charges for any shipment with value greater than two hundred, fifty dollars ($250). Consumer Response /* (4200, 26, 2021/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Oh wow, so then Why Don't you guys ask how many boxes and say all will be 1 order make sure to know this why give the options in "how many boxes???!!, instead inform only 1 can be declared so please make sure this is for 1 complete order and in red big letters instead of confusing people or call them and when the costumer is confused ! No one is helping !!!Your office have not even phone line in claims just fax why lol , maybe for the lack of good service ? I waste a lot of time calling and calling no one helped me while the boxes where all around, I had to do it all myself because no one there was able or wanted to help ! As I mentioned I wanted my all stuff not your declared value , will never imagine the lack of efficiency in your business, I trusted my stuff blindly to you as the way you guys advertised all around then say we might lost your stuff take a look and think about it before to use our service lol so then I would never even think of using this terrible "SERVICE" Even with your "1000" of declared value for the entire order , this will never equal all I have lost, plus the emotional and mental trauma of your lack of understanding just by reading can make anyone have a bad day. I'm not fighting for 500 miserable dollars that as I said was for 1 box (books one) and never been asked for the opportunity to declare the other 3 boxes, that coincidentally were the ones who disappeared lol ? wow instead the one with less value wow ? The way you guys behave is pretty disappointing. I hope this was your effort in notifying the clients about your rules and about REALLY taking serious all stuff people TRUST you to ship . Please make us all a favor go out of business, close it for the good ,if there is no desire to help at all or devotion in doing the work to really ship and not lose anything people send , and into finding people's shipments, and making a clear and honest shipment website to avoid confusion. but for double charge me for that there was no problem right lol I believe it in a 3rd work country but in USA ???? is F crazy I do not accept your resolution. As many don't and ask for a fiar one !

• Initial Complaint

  07/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I shipped 12 Uhaul boxes from Cleveland Ohio to Sacramento California using Greyhound Express through Busfreighter on 5/27/21. The 12 boxes were sent in two shipments with with way bill number XXXXXXXXXX and the other with XXXXXXXXX. I eventually got 8 of the boxes ( at different times). But 4 large boxes are still missing. I put a tracer on the boxes XXXXXXXX and XXXX XXXX on 6/29/2021. However, I have not had any update. I went to the Sacramento bus station several times and they say they did not receive them - although the tracking information says they were delivered to Sacramento station. The Sacramento station attendant says that when one set of packages got updated as received in Sacramento - they all were - even though they weren't really received. So, they suggested I try calling Los Angeles because all packages route through there before going to Sacramento - but no one answers the phone in Los Angeles. I want my packages delivered to me.

  Business response

  08/30/2021

  Business Response /* (1000, 5, 2021/08/04) */ 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, 2021/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will file a claim form but I really want my packages. I don't want the money from the claim. So, can you please look for my packages? There were some items in there that I custom made from 3-d printer and I did not include them in the claim because I don't know the value. However, the items listed are new and worth more . it is quite discouraging to have a 4 out of 12 packages go missing and no tracking info. Also, they happened to be the packages with the high value items. I would really appreciate it if you find it. I will sent the claim form to your web address and attach it to this response as well. Also, I don't understand why the tracer number that your agent put on the packages did not go anywhere or generate a response . Thank you very much. **** Business Response /* (4000, 11, 2021/08/16) */ We apologize for the inconvenience, we will continue to trace for your shipment. In the meantime please fill out a claim form. Regards, Customer Support

• Initial Complaint

  07/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I utilized a service called Busfreighter who contracts with Greyhound Package Express (GPX). On 6/30/2021 I paid for 5 boxes to be picked up from my house to go to Greyhound, then Greyhound would ship from NYC to Santa Ana, CA, then reach out to Busfreighter to have final delivery to my door in Ca. My Greyhound tracking number is XXXXXXXXXX. Since 6/30, it was noted to be "loaded outbound" then no updates. I called GPX several times and was told to just wait the 14 business days until 7/20/2021. Well, surprise, no package delivery by 7/20. On 7/21 I called again, they tried to get in touch with the Santa Ana location and after a few minutes stated they could not get in touch with them. A tracer was put on my delivery. Today 7/26/21, I called again to inquire about the details, they still have not found my boxes. They again tried to contact ***** *** and after a few minutes was told no one picked up. Their solution is to file a claim and continue waiting to see if the boxes show up.

  Business response

  08/16/2021

  Business Response /* (1000, 5, 2021/08/03) */ 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. According to our records, your shipment was placed on our pallet truck that left New York City on July 20th and arrived in Los Angeles on August 2nd. Los Angeles is currently backlogged with freight and is sorting the pallets as quickly as possible. You should receive a scan notification from Los Angeles within 48 hours. Thank you for your patience and assistance. Consumer Response /* (3000, 7, 2021/08/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm glad that the packages have arrived in Los Angeles, however I won't accept the reponse until I have my packages at door. As it stands, the packages would still need to be moved to the Anaheim location before they will contract back to busfreighter to ship the boxes to my door. Based on how delayed it took from NYC to LA, I'm not sure what time frame that will be to obtain my things. Business Response /* (4000, 9, 2021/08/05) */ Dear Customer, Our system shows that your packages are currently on hand in ******** ** and we notified you today, August 5, 2021 to schedule the delivery. I am certain that your future experiences with Greyhound Lines will demonstrate our commitment to provide quality ****************. Thank you for your patience and assistance. Customer Support *****************@************* Fax: ************ Call: **************

*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. ↩