ComplaintsforCapital Express, Inc.
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/10/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed an order and capital express scanned my package in *************** on the 24th of November! It's been sitting there and no movement. On December 5th I called and I was told my package would be delivered on December 8th! When December 8th came around and no package still I called again and this time they told me Wednesday or Thursday I should have it. So December 9th (Wednesday) I called and then they proceeded to tell me that they haven't received my package when clearly it shows its been scanned there!!! I called on December 10th and they were proceeded to tell me yes it's been scanned there but they haven't received it yet!! This company can not keep the stories straight what so ever!! So where is my package and until I get my package I will call everyday!! Especially when they can not even tell the truth and constantly lying about where my package is!Business response
01/17/2022
Business Response /* (1000, 8, 2021/12/31) */ Sheila, I'm very sorry for your **** Delivery experience. On October 21, 2021 the USPS officially discontinued accepting these products based on the PACT ACT ruling enacted in March 2021. These deliveries now require an adult signature with ID at the delivery address used for the order. The companies that have inundated us with these shipments have tried to inform those ordering these products of these requirements. Unlike *** and USPS we do not service every zip code and in many cases in more rural markets we are only in that town a short window everyday. Our agents and drivers will try to call to find out when you are home and are required to make two physical attempts before returning the products. In many cases this product is not even injected into our delivery network for 5-7 days after ordering. We are required to deliver in 3 business days. With driver shortages and COVID challenges, handling this extreme volume with the new requirements has delayed many shipments. Because of this, we have discontinued servicing ******** until all orders in the system have been delivered or returned. I would contact your on-line seller and ask for a refund. Consumer Response /* (3000, 10, 2022/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) It's the same automated response over and over no legit answer. Considering it is still sitting in *********** ******** leads me to believe the shipping company has stolen my items Business Response /* (4000, 12, 2022/01/05) */ All return product flows back to the company you ordered it from. Very sorry for your experience. Our records show that attempts were made to deliver. I would suggest contacting the company you purchased from and having them refund your money.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.