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:05/22/2024

  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 ordered from a company that uses Better Trucks as a delivery service. I received a notification that it was out for delivery on May 18. I then got a message that a delivery was attempted. I was home at the time but never received a notification that a delivery was arriving. When I reached out to customer service they told me the delivery would be reattempted on May 21. I asked if the delivery driver could call my cell phone because the front door of my building wasnt working. I was told that could happen. I received a message at 8pm that night saying that delivery was attempted again. I looked and there was no notice left anywhere. When I reached out to customer service again through the chat, I never received a response. The delivery was updated on May 22 (today) saying that the package was again out for delivery, but its now 8:30pm and there has not been an attempt. Not sure if I can cancel my order and get my money back, or if this package will ever show up. **************** has not been helpful at all. There has been no response through multiple attempts of contact.

• Initial Complaint

  Date:05/06/2024

  Type:Delivery Issues
  Status:

  UnresolvedMore 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 05/04/2024, I received the package that I ordered which was left on the porch near the front door of my house. However, the driver took multiple pictures of my most of my ************** privacy gate, driveway and the location of my security cameras. The driver stood in my driveway near the sidewalk and took the photos like they were a realty company listing my house for sale.One photo was just my house and had NO package on the porch, which is akin to doxxing and a violation of my privacy while on my PRIVATE PROPERTY. The second photo is a close up of the actual package in the drivers hand (IT IS NOT Delivery Confirmation if the package is in the driver's hand) and the third photo was again a wide shot of most of my ********** house, security cameras, privacy gate and part of my driveway with the package (an 8"x 8" brown cardboard box) on my porch that is barely visible b/c the focus was on my house, address and privacy gate instead.I emailed Better Trucks on 05/04/2024 to request that the photos of my house, porch and address be immediately removed from their ****************** servers. NO RESPONSE. I called Better Trucks at ************** and got a voice guided bot that disconnected the call after advising to contact the chat. I then reach out via chat & received a bot which sent my request to live live agent, ****** who blamed the sender for requesting delivery confirmation. However, when I made her aware of the photo of my house and address with no package on the ************************ ended the chat. I contacted the shipper and it was confirmed that they did not request to have the house or house address as delivery confirmation, nor was any delivery confirmation requested for my particular package from Better Trucks. As stalking victim, I am requesting Better Trucks REMOVE ALL PHOTOS OF MY HOUSE IMMEDIATELY as it is a violation of my privacy while on private property. Also, Better Trucks must provide live **************** to the public as a ***************

  Business Response

  Date: 05/07/2024

  We apologize if you felt your privacy was compromised during the delivery process, although the driver was following standard procedures. Upon reviewing the three photos taken, I have confirmed that they meet the necessary requirements of delivery with one additional photo that was not needed. We take your concerns seriously and are committed to addressing them promptly. We have spoke with this driver to coach him on that specifically. Rest assured, we are reviewing our protocols to ensure such incidents are avoided in the future. We will take this into consideration as we also have requests from various other shippers we partner with.  

  Customer Answer

  Date: 05/13/2024

   
  Complaint: 21674426
  
  I am rejecting this response because: Better Trucks offered only a backhanded, gaslighted apology with an acknowledgment per their ****** review reply (attached 05-10-2024 screenshot reply from Better Trucks) "there was one accidental photo" and "are reviewing our protocols to ensure such incidents are avoided in the future" + per their BBB reply "that one additional photo that was not needed", yet did not state WHICH photo that was and as of today's date of 05-13-2024, the photo(s) still has not been deleted from their servers.

  As the package recipient, the photos are intrusive, violates my privacy and I did not consent to having PHOTOS of my personally identifiable info which include a close-up picture of the shipping label that included the Sender + Senders address, My Name, Address, Phone Number, QV Code, and multiple bar codes as well as photos of my house, address and surroundings uploaded to BETTER TRUCKS servers for their data collection of Better Trucks customers (in this case Living Libations) package recipients information. Secondly, after contacting the company I ordered from (Living Libations), I was made aware that only delivery tracking was requested, not Photos for Delivery Confirmation, so Better Trucks and their driver went outside their own customer's (Living Libations) request for delivery tracking and the drivers photos were EXCESSIVE, UNECESSARY AND VIOLATED MY PRIVACY. 

  Per my 05-06-2024 BBB compliant, I requested Better Trucks to REMOVE ALL PHOTOS OF MY HOUSE AND ADDRESS (and now the package shipping label info) immediately from their Servers AND Satisfactory Resolution by Better Trucks as it relates to my FULL complaint of their business practices. It is now eight (8) days later and Better Trucks representative, ************************* reached out to me on 05-07-2024 via email requesting tracking info to help resolve my complaint via email, however hasn't replied since. Additionally, Better trucks has replied to my 05-10-2024 ****** review to request deletion of the photos and the photos have not been deleted. Lastly, Better Trucks CEO has replied via this BBB complaint process, yet the photos remain and still has not deleted the photos, while admitting errors yet gaslighting and dancing around the topic of the deleting the photos.   

  Again, I am now demanding Better Trucks delete ALL the photos taken by their driver, particularly the "mistakenly taken" and/or "additional photo that was not needed" and I do not give consent to Better Trucks, Better Trucks representatives or ANY 3rd parties of Better Trucks therein to use, store or keep any or my personally identifiable information/data for ANY use within or outside of Better Trucks. 

  Lastly, to Better Trucks 05-10-2024 ****** Review reply, "Our process is continuously evolving, and we are dedicated to crafting the optimal experience for our customers. We acknowledge your feedback and apologize if this caused any discomfort", I will direct Better trucks to the attached Delivery Confirmation photo by a *** driver that delivered two (2) packages to my house using the proper Delivery Confirmation Photo process. In no way does this violate my privacy or give out my personally identifiable information, if it did I would not feel confident to share the photo. This is how it should be done. Also *** has a request process for package recipients to request deletion of Delivery Confirmation Photos which *** will kindly delete within 24 hours of delivery. So since Better trucks is "continuously evolving", please refer to the leaders in proper delivery confirmation processes and Best Practices of which ***** and Amazon use everyday without privacy concerns to package recipients.  

  
  Sincerely,
  Treea Brown

• Initial Complaint

  Date:04/23/2024

  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 ordered a belt from Aliexpress on the 28th of March and as of April 1, tracking showed "Awaiting address confirmation from shipper", at some point it showed "Unsuccessful delivery attempt" and by the 5th of April it showed "Marked Return To Origin". I had reached out and they said it was already returned to the sender. I turned around to order the same product again on the 12th of April, the same pattern occurred from "Awaiting address confirmation from shipper", I reached out so they can have my updated address but the tracking info was still showing awaiting address confirmation even after the update. Their response was they don't have the item yet and even when they do it will be returned to the sender. I am a business owner and the product is for a customer that already made payment for the belt. Today, the 24th of April, they delivered an empty envelope to my address I guess I had reached out to them too many times and they felt they needed to make some type of delivery, the address did not include the street address, just the state and zipcode. The driver that delivered the envelope took a pic of it while in the car, the purpose of taking a pic is to show where it was delivered to, looking at the pic itself, it is flat and there is no way a belt will be in the envelope and it'd be that flat. I don't know how this company is still in business. The previous site they had, had 350 reviews with only 2 stars and I guess they opened another, the same company with location in ** has 1.6 stars. I wonder how are they still operational in these states.

• Initial Complaint

  Date:04/15/2024

  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.

  Made an order the company uses Better Trucks. Tracking my package that said delivery was attempted. I was home all day, no knock no motion on my doorbell cam. No email response phone call tells you to use their website then hangs up. Now I guess I hope for a magical delivery or refund.

  Customer Answer

  Date: 04/24/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/11/2024

  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 bunch of stuff from **** for an event. I ordered expideted service and they used better trucks. It was supposed to be here this past Wednesday. I get a notice that says attempted delivery. I looked at all of ring camera footage and no attempt was made. They told me that attempted delivery meant that they intended to try and deliver it but the drive didn't complete his route. I responded that that is not what attempted means. Did they try to re deliver Thurs, ***, sat, sun, Mon, like they said they would NOPE... They said maybe on Tuesday. I said I will just come and pick it up myself... They said no, that wasn't an option. At this point it's almost theft. Horrid customer service and non stop lies or avoidence.... DO NOT USE THEM IF YOU WANT TO ACTUALLY RECIEVE YOU ITEM...

  Business Response

  Date: 02/13/2024

  We sincerely apologize for the inconvenience and frustration you've experienced with your Zara ***** and our delivery service. It's disheartening to hear that your expectations were not met and that there have been repeated delays in delivering your items.
  Regarding the attempted delivery notice, we understand your concern about the definition of "attempted delivery." While our intention was to make a delivery attempt, we recognize that the communication around this could have been clearer. We apologize for any confusion caused.
  We acknowledge the inconvenience of the delays and understand your desire to pick up the package yourself. However, due to our operational procedures, we regret that this option was not available to you. We understand how frustrating this must be for you, and we are working to find a solution for this as quickly as possible.
  Your feedback is extremely valuable to us, and we will use it to improve our services and communication processes. We sincerely apologize for any inconvenience and disappointment this situation has caused. If there's anything else we can do to assist you or if you have any further concerns, please do not hesitate to contact us. We appreciate your understanding and patience.

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21278678
  
  I am rejecting this response because: I submitted the complaint 3 days ago. Since then it has been the same non sense. I STILL HAVE NOT RECEIVED MY PACKAGE. I called this morning and was told my package was at the hub and that it would not be delivered today either. I was told by ***** that a supervisor would be calling me back with an update. Did that happen NO it did not. Their fake apology means nothing to me. I want my item to be delivered. It is as simple that. At this point they are with holding my property. That is theft plain and simple. I am documenting this entire process and plan at this point to blast it on social media to my 2.1 million followers. Just deliver the package... You have told me numerous times you have it. So deliver it. It's not my fault you are incapable of doing the job you were paid to do. And, don't give me another fake BS we are so sorry. Just deliver my package. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/24/2024

  Hello ******,
  

  I sincerely apologize for the oversight and the delay in getting back to you. After conducting a thorough review in our system, it has come to my attention that **** requested the return of the item in question. I have attempted to reach out to them for confirmation regarding the dispatch of a replacement, but unfortunately, I am still awaiting their response.
  

  Reflecting on this situation, I share in your disappointment that we were unable to provide the level of service we strive for. However, I want to assure you that we are actively taking steps to address this issue and prevent similar occurrences in the future.
  

  To enhance our operations and communication with our partners, we have implemented several improvements in our processes. These enhancements include optimizing our communication channels and streamlining our procedures to ensure smoother coordination with our partners.

  With these improvements in place, we are confident that we will experience fewer issues of this nature in the future.
  Once again, please accept my sincere apologies for any inconvenience this may have caused you. Thank you for your understanding and patience as we work towards resolving this matter and improving our services.
  If you have not received a resolution for this matter, please do not hesitate to reach out to me directly, and I will ensure it is addressed promptly. 

  Customer Answer

  Date: 02/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I just got a replacement from **** and they can further deal with them in getting the one they never delivered back. This company would need to do some serious operational changes for me to ever use them for anything. I hope they mean what they say and if they do try and be a better company then I wish them the best of luck. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/09/2024

  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.

  I ordered some products from a company that used better trucks as a carrier. The shipment required a signature. I tracked the shipment and it showed in transit in ****************** at 7:45 a.m. apparently at 11:45 a.m. a delivery attempt was made. The driver did not give my wife enough time to get to the door. No door tag was left stating a delivery attempt was made I found out by looking at the tracking information again. Again no door tag was left stating when and if a second delivery was going to be attempted. Tried to contact the company of course got an extended hold only to be told to contact them through a chat. I work for a shipping company and I know that it is customary if the attempt is made and unsuccessful a door tag is left stating when a second delivery would be attempted or at least a phone number to contact to set up a second delivery. I would like to have the order delivered that I paid a separate company for! I find this business practice of not leaving a door tag nor giving a customer time to answer the door completely unacceptable. I also find it unacceptable not to be able to contact the carrier better trucks. Awaiting a reply

  Business Response

  Date: 02/27/2024

  Thank you for bringing this matter to our attention, and I apologize for the inconvenience and frustration caused by the delivery issue you experienced with your recent shipment. We understand the importance of timely and efficient delivery, especially when a signature is required. I apologize for the lack of proper communication regarding the delivery attempt, including the absence of a door tag and sufficient time for your wife to answer the door. We currently do not use door tags we simply reattempt next day for all packages unless an address issue is at play. In your case the package was successfully delivered the next day. We apologize we did not meet your expectations the first time around and will take your feedback into consideration.

• Initial Complaint

  Date:01/11/2024

  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.

  Ordered a product from **** on 12/26. Item was picked up by Better Trucks on 12/27 and has been in their warehouse since 12/28. On 1/3, I received an email saying my order was delayed and that I would receive it between 1/4 and 1/5. On 1/8 I contacted the company since the tracking info showed that my package has been sitting in their facility since 12/28. Its almost impossible to get someone on the phone and their chat feature doesnt work. On 1/9, I received an email from Better Trucks telling me my package was lost. The item is now out of stock and cannot be re-shipped.This company has a history of lost/stolen packages. How are they able ti continue to legally operate with their long history of complaints. Issuing a refund isnt enough for then to adjust their business practices. They should be fined and have their licenses revoked.

• Initial Complaint

  Date:01/02/2024

  Type:Customer Service 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.

  Horrible customer service. No communication. No way to find out when package will be delivered. No attempt made.

  Business Response

  Date: 01/12/2024

  We sincerely apologize for any inconvenience you experienced. We provide a website for package tracking in cases where our response time may be delayed. Upon investigating your delivery, we encountered an access issue on 1/2. We proactively reached out on 1/3 to obtain delivery instructions, ultimately resulting in the successful delivery on 1/4. Your business is highly valued, and we strive to meet and exceed your expectations on future deliveries. Thank you for your understanding.

  Customer Answer

  Date: 01/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/22/2023

  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.

  Placed an order through Hosstile which included 3 gym shirts and 1 water bottle and totaled out to $122 including shipping. The order was placed on December 17 2023. Was told it would arrive in 1-3 business days. Received an email stating the order was being shipped through Better Trucks shipping, tracking #BTS_01070JJELPH. Checked the Shop app on the phone and it was stated that it was delivered on December 20, 2023 at noon. Went to look for package and was not found. Looked at the picture that was received from Better Trucks, and the placement of package does not match the surrounding area of our home, We live in a log cabin and do not have stone siding on our house, Tried to call Better Trucks to speak with a rep, and was sent to voicemail. I tried several prompts to speak with a rep and only get voicemail or an automated bot answering questions. I did leave voicemail, and also left a message with the automated bot that is on the customer service site. Still waiting for a response.

• Initial Complaint

  Date:12/21/2023

  Type:Customer Service 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.

  I have been waiting for over a week for this company to deliver a package to me. Tracking number is BTS_02162NK3D2F They will not respond to any emails that I have sent and they will not answer the phone so I have no way to get in contact with them. They clearly have my package in their ******* facility since Dec *********************************** stolen because there have been no updates. I just need help dealing with them.

  Business Response

  Date: 01/09/2024

  I want to extend my sincere apologies any inconvenience caused by the delay in delivering your package. I understand your frustration, and I have investigated the circumstances as to what caused the issue. Rest assured we are actively working towards a solution to prevent any delays in the future. We are pleased to see your package was indeed delivered on 12/22. If you require any further assistance please feel free to reach back out.