ComplaintsforD & D Delivery Service, Inc.

• Initial Complaint

  01/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased furniture through a company which contracts with D&D Delivery. We were notified that D&D would plan to deliver our furniture on December 20. They failed to deliver the furniture on time, failed to communicate future delivery plans, and failed to respond to multiple attempts to resolve the issue. Below is a timeline of our communications. December 20 - Original delivery date planned between 4 pm and 7 pm. My wife has taken work off to be available. Delayed notice that they will not be delivering. December 21 - They report that they will plan to deliver the ottoman on December 21 after 4 pm. Again we rearrange our schedule around the delivery. They do not arrive. No phone call notifying us that they will not be coming. No answer when I call their office. December 22 - No call in the morning from their office. I contact them and am told that they will call me right back. They do not call me back for over an hour. I again called their office and am told that they will not be delivering due to weather and will contact me after the holidays with a date and time. I am told the owner will call me to discuss the ongoing customer service issues. December 31 - They call and notify me that they will be at the house in 10 minutes. The furniture is delivered. I request to speak with someone about the communication and responsiveness issues after the new year requesting a refund. They do not call. January 10 - I call and no one answers. No voicemail is set up. January 11 - I call and request to speak with someone about ongoing customer service issues the next day. I am told I will receive a call the following day. No one calls. January 13 - I call with the same request. I am told that I will receive a call early the week of January 16. No one calls. D&D has a pattern of ignoring customer calls and requests for service. They fail to communicate plans for delivery and ignore attempts to resolve customer service issues. I appreciate your help.

  Customer response

  01/30/2023

  I have not heard from the business in response to my complaint.

  
  

  

  Business response

  02/02/2023

  We did have Mr. **** scheduled for delivery on 12/20/22, my driver ran into a lot of bad weather and we contacted the customer and told them that he was running a couple days behind. The day my driver was supposed to make the delivery the weather was terrible there in Nebraska, the wind chill was -47 degrees below.  It was impossible for my driver to be out making deliveries in those conditions. We told him that we were going to have to reschedule for the week after Christmas.  Which is exactly what we did.  I apologize if we didn't call him as many times as he would have wanted us to, but in the end you did receive your ottoman and my driver was able to safely make the delivery.  Safety is of course our main priority.   We cannot offer a refund at this time.

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a desk delivered this morning that was damaged. In way of background, the truck showed up at 8am (our delivery window was 11-2). Ok, great we thought. My husband left to get cash while got my boys ready for camp. As I was leaving, my husband paid the driver but wasn't asked to check the desk. While the delivery truck was still at the top of the driveway my husband noticed damage on the corner and ran out towards the truck while calling the driver. The driver left without answering. I then called and was told that if we noted it during delivery/before the truck left that D&D could have offered us some other resolution- but because we didn't (even though we tried) they were only willing to pick the desk up. We were told the desk would be brought back to NC, inspected, repaired/replaced and then shipped back to NY when they had a truck in the area - but no time frame could be given. My husband was upset about the damage but also continued to weigh the fact that he would now be without a desk for an unknown amount of time. I explained on the phone that he was sitting at folding table for 18 months - so sending it back with an unknown timeframe was a nonstarter for him. We truly feel we should have been offered a refund so we could have the desk repaired here - which seems more cost effective for all parties. After pressing D&D they continued to tell us if we noted it before the driver left that they could have offered us a different resolution. Again, we tried to get the drivers attention- but he failed to see my husband. It was a perfect storm of events and now we have a desk that is damaged. . We've never written a BBB complaint, but we've also never had a company dig their heels in the sand like this given the shortage of workers, supply chain issues and long lead times due to covid. We're truly just looking for an amicable resolution.

  Customer response

  08/14/2022

  I have not heard from the business in response to my complaint. Unfortunately we still have a damaged desk and D&D delivery never attempted to reach out to us. We’re simply at a loss. 

  
  

  

  Business response

  09/22/2022

  D & D Delivery made the delivery to the customer.  After the delivery was made the customer called and said that there was a issue.  We advised the customer that we would come back by and pick up the desk and bring it back here for correction.  She contacted her husband and called back stating that they would not be sending the desk back.  We then advised her that we would not honor a claim if it was not returned back with the drivers she still would not allow the return of the desk.  She also spoke with the store that she had purchased the desk from and they told her they would send her $150.00 refund on the desk as a claim resolution which she agreed on.  So we left the desk in the home as the customer requested. We do not honor claims if the customer does not make notations on the paperwork at the time of delivery.  it states on the paperwork that the customer signed in bold print that all damaged or defective items must be return

*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. ↩