ComplaintsforNVC Logistics Group Inc
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Complaint Details
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Initial Complaint
08/25/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company delivers tempur-pedic mattresses. Although the tempur-pedic website at time of order indicated my delivery date would be Friday 8/25/2023, then NVC logistics contacted me they told me they will not deliver before 8/31. Also, they said they would not remove my old mattress (as the tempur-pedic website said they would) if my old mattress “had any stains.” This is a ridiculous standard as any old mattress would have some type of stain/discoloration. I asses they are doing this to get out of their obligation as stated on the tempur-pedic website. I am also filing a complaint with tempur-pedic to bring this matter to their attention and will be requesting a full refund.Business response
08/25/2023
Customer’s product arrived on NVC’s dock as of late in the day on 8/23. The Tempur-Pedic website does not offer live availability for delivery dates with NVC. There was also no specific request through Tempur-Pedic that the customer needed their delivery on Friday, 8/25. This is not a reflection of NVC. The customer was contacted 8/24 in which our first available option for the customer to schedule was for 8/31. Due to the customer’s location from our warehouse, this area is not serviced daily as they are over 100 miles which Tempur-Pedic is fully aware of. If the customer is not available to receive delivery on Thursday, 8/31, we can request for delivery to be accommodated on a different date, however, we would not have been able to make 8/25 work regardless of any accommodation request while the customer was on the phone to schedule on 8/24.
In regards to the item for haul away, the statement advised is only for product with evident stains that would be of a health concern/ deemed unsanitary as it cannot be placed with brand-new product in the truck due to being hazardous for other customers. If the product is deemed to be in okay condition, then the customer’s product is removed upon request.
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.