ComplaintsforGuardian Logistics Solutions

• Initial Complaint

  10/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Guardian Logistics was delivery service in Durham for ******** via merchandise supplier NDS. We purchased bed and adjustable frame on 9/13/22 or our receipt stated contact was to be made to us from service within 2weeks by 9/22/22 to setup delivery date. Consequently never received call just text message on 9/27/22 stating delivery in route with no notice. Called Guardian to reschedule delivery to a more suitable time Delivery set for Wednesday 10/12/22 on 10/12/22 call received saying driver truck broke down reschedule for 10/13/22. Am of 10/13/22 received call saying Guardian does not have Merchandise in warehouse multiple calls made this day to ******** and NDS all Comfirming guardian in possession of our merchandise. Long story short Dock sweep supposedly being performed. Manager and dispatch rude and evasive however Manager confirms with my spouse she is reviewing footage but thinks staff in warehouse had stolen merchandise. We still have no follow up about ourproduct and have escalated situation to ******** corporate Guardian logistics is an awful company and should not be contracted by any reputable company they how zero integrity

  Business response

  10/17/2022

   We apologize for the inconvenience as this was expressed to the consignee multiple times as well.  Our team went over and beyond to help this consignee, however they made repeated calls into the office speaking with different team members 9/13 @ 9:08 a.m., 9:27 a.m., 10:17 a.m. and 4:22 p.m.. The customer was called, texted and emailed to advise that freight would be coming out for delivery a day before the delivery date. We received product on our dock 9/20 the customer was  texted on 9/20/22 @ 4:02 p.m. at 717-341-0605 called: 09/20/22 @ 4:25 p.m. 717 341-0605 and emailed 9/20/22 at 4:03 p.m. ****************** to advise that their shipment would be delivered on 9/21 and was provide a delivery time window. However,  the customer then advised they did not want the item until 10/12, so at this time their order was re-set for 10/12. Again the customer received a call, text and email  on 10/11 to advise of the delivery window ( attachment enclosed). I explained to the consignee that our orders were pulled a day before, they were upset that they were not called the day before to advise that the item was missing. We tried to explain to the consignee that we did not know the item was missing until the morning of when our customer service team comes in as our night dock member who pulls orders does not call customers. I advised the consignee I would review our camera footage and would advise back, in between this time, that we reached out to our customer where they purchased the item which they reached out to us on 10/13 and 10/14 as well. They were provided the same information that was given to the consignee, at that time I advised them to close the order and provide the consignee with a resolution on their end as the item was no longer in our warehouse, due to our investigation and at the time a report was filed. I am sorry the customer feels that we have zero integrity, so we provided as much information as we could, providing the time we found out the item was missing, which was again the same day we called them to advise. 

   

  Customer response

  10/17/2022

  
  Complaint: ********
  
  I am rejecting this response because: we have yet to hear back regarding dock search ,No call back after dock search , no product , we want refund to our credit card for Merchandise and again Guardian Logistics handles business poorly and dispatcher at Durham Location has a very poor demeanor and disposition.  ******** is doing themselves a disserve with this third party delivery partner.
  
  Sincerely,
  
  ****** ******

  Business response

  10/25/2022

  I have reported all information to our customer, who was hired Guardian Logistics to do the delivery. We have advised our customer, of all issues and advised them to reach out to their customer for resolution. Our customer should have reached out to the consignee, due to they are the party they paid. Again we apologize for all the inconvenience. Our communication has been with our customer, who should be reaching out to the consignee.

• Initial Complaint

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm a Triple Negative Stage 2 Breast cancer patient who just finished treatment 3 months ago. I've have resumed work finally as a trauma psychotherapist after completing speech therapy for a stroke I had during chemo. Long story short, Guardian logistics has had in their possession my bedroom set I ordered from ************* on March 9th. It was supposed to be delivered march 17th from 8-12, I missed work and stayed home, no show no call. Then I called and complained with an************ was told it was to be delivered still on March 17th just later in the day so I cancelled my appts. Around 2pm, I get a message that it was not being delivered, it was delayed. I called the next day because had I called March 17th none of my education would have shown. I called Friday morning on my way to oncology follow appt, and************ answered. She was so disrespectful and nonchalant about the situation. Keep in mind I gave up my old broken bedroom set Thursday morning at 7am, and I've been on a couch with a drainage tube and chest-arterial port for chemo since last Thursday. Today is Monday March 21st.************ hung up on my Friday. I called back asked for a supervisor got ***** who set up for my bedroom to be delivered Friday March 18 from 5-8pm. I got anothe email confirmation and text of the delivery. i called Friday at 6;15pm to ensure it was going to be delivered, spoke with a ***** I believe and was told the ETA is 7:22pm for Friday March 18, 2022. It's Monday March 21, 2022 at 10;24am, no delivery. I called this morning levid and spoke with a ******* and was told she would call me back in 15 minutes. She did, almost 2 hrs ago and still no word on when I'll get my delivery. I've been on a couch since Thursday. This company is so horrible, unprofessional, and should be shut down. I see so many other complaints on BBB. I'm also reporting to the ************************. I'm unable to upload all the pictures of the times changed but will email. I am also seeking $1125

  Business response

  04/15/2022

  Business Response /* (1000, 15, 2022/04/15) */ ***Document Attached*** This is a very unfortunate situation with a consumer who decided to threaten, curse and berate our employees over and over on the phone. It's even more disturbing that this is apparently a "Doctor" of mental health who was so unhinged we had to cease all communication and divert to our customer to handle further communication. We have recorded phone calls of these threats and vile language, as our phone system records all in/outbound calls. I've attached all back up information on this customer and our reply to the ***, whom she filed a complaint with as well. She sent us continuous emails of all the agencies she had contacted to file this complaint. Should you need further information regarding this incident, please contact me directly at *************** or ************. Ms. ******** statements to you are patently false and boarder on slander and defamation of character charges.

*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. ↩