ComplaintsforUSPack

• Initial Complaint

  06/29/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Order a console from ******* on April 28, 2022, requested and paid for "Room of Choice Delivery". I was told by ******* my item would be delivered on Friday, June 3rd. *** called me on Thursday, June 2nd, and told me he would be at my house in 30 minutes, 13 minutes he was ringing my doorbell. He brought the item in my house and I told him it would be going upstairs, this console weights 213 pounds. He told me he owns the company and the guy that usually helps him had a family emergency. He attempted, damaged my step, to push the box weighing 213 pounds up 16 stairs and then said he could not make the delivery because my ceiling was too low for him to get it just right on the steps. The second scheduled delivery date was scheduled for June 8th. A representative from US Pack called me on June 8th and told me there was only 1 man on the job, I would not get my delivery on that day and would need to reschedule for the next available which was Monday, June 13th. Again US Pack was a no-show and no call on Monday, June 13th. Let me also say at the same time my brother was placed on hospice the Friday before (6/10) and because I was waiting on a delivery that was never brought out, and no one ever called me to tell me they would not be out, I was not able to be with my brother and my family at this time. Called *******, the representative called and spoke to US Pack and they rescheduled the delivery for Monday, June 21st, I was told US PACK management was aware of my not getting my item, by *******. AGAIN, June 21th-no delivery, no call, no item, no nothing. All I want is what I paid for, my item to be ACTUALLY delivered, on the date agreed upon, in my house in the room of my choice. However US Pack a delivery company continues to tell me.. they do not have two people to make my delivery. I made arrangements with my job and moved furniture four (4) different times expecting this delivery, US Pack appears to NOT care about WHO they inconvenience.

• Initial Complaint

  06/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  A large purchase from *******, a bathroom lavatory with marble countertop, was scheduled to be delivered by US pack on Tuesday, June 14 (******* Order #: **********, US Pack Tracking #: ***********). Their delivery window was 8:00 am to 12:00 pm. At 12:40, they arrived at my house to deliver a large package. My babysitter requested that they place it in the garage because I’d paid for white glove delivery. They insisted that it be delivered up my front steps into my foyer. They placed it in my foyer and left. The package was labelled for another person in another nearby city 30 min away and was a 300 lb double vanity. I rapidly called US Pack’s National number then the local number (during their business hours which are stated to be 7:00 am to 7:00 pm but are actually 8:30 am to 4:00 pm). I have called 17 more times over the next two days. After waiting on hold 30 min each time to be the “first caller,” the recording requires the caller to leave a message. No one has called me back. I have emailed twice. I have used the “contact us” form on their website. No answer. Today, I finally reached a human after spending hours trying to contact them. He said he could offer no solution. He would not give me a delivery date. He would not connect me to someone at the local warehouse. He would not allow me to talk to his supervisor ***, who is reportedly on vacation. He would not transfer me to the local warehouse or the local manager. He said all he can do is email *** and he’ll reply to me when he’s back from vacation. He could not tell me where my lavatory is located. He could not tell me if or when they would come to remove the huge package blocking my front door. He could offer no solutions. ******* has been also trying to reach the shipper for 2 days with no success. US Pack intentionally hides the address and phone numbers of their local warehouses. They intentionally block the customer from speaking to a representative or the person delivering the item.

• Initial Complaint

  06/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Run! Run fast and far from this company. I have home warranty and they are replacing my microwave. I received a phone call from this company stating they received my microwave and would install it on June 9 between 9:45-1:45. June 9 arrived and they stated I should have never received a phone call as it’s being transferred from a warehouse in **** that closed to them. they say it will be delivered June 14. I’ll believe it when it shows. I doubt it will ever arrive at this point. this company is full of lies.

  Business response

  06/24/2022

  Unit was delivered on 6/14 new unit was install and old one was removed. 

• Initial Complaint

  05/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  This business is EXTREMELY unprofessional. I have had the misfortune of interacting with them on numerous occasions when I ordered appliances from Home Depot. For my washing machine, they refused to install the new washer or remove the old one, even though I had paid for both services and there were no weird circumstances. Next, they delivered a range but did not use a dolly. Instead the ****** dragged the stove across my vinyl floor making deep long scratches. NEXT, I ordered a sidebyside fridge, same type that we already had. These ********* refused to deliver it because it was too much time to get it in. Finally, I ordered a dishwasher. Supposed to be delivered, not installed, by 5:30pm. Was told twice they were "en route." Never received dw. Cancelled the order rather than deal with these *********. US Pack Home out of Toledo are the WORST. Do not accept service from them. They are pure evil.

• Initial Complaint

  05/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On April 7, 2022 I ordered a swingset from ******* to be delivered before my kids birthdays 5/4 and 5/5. Delivery was set originally for April 25, 2022 and it was never delivered. I called on April 27 to US Pak to see where my delivery was and was told by the representative basically they forgot about it and they don’t know why it wasn’t delivered. Moving forward, I rescheduled the delivery for May 3, 2022 got notification that it was set to be delivered between 1 and 5 PM and again it was never delivered tried to call sat on hold forever never got a representative on the line contacted ******* and was told that I would have to pay a return fee for something I haven’t received yet. Then I notice that the delivery was rescheduled for May 10 without my knowledge and I have yet to be able to speak to somebody about why because it is going to go past the needed date for my delivery. I ordered this in enough time according to the ******* website to be delivered before their birthday and it was not and still has not been delivered. I cannot get a reason as to why or for them to just deliver it to me when I am only an hour or so from their warehouse! I want to note that I did call on May 3 that morning to ensure that my delivery would come and actually spoke to a rep and was told it was on the truck and it still never showed up on 5/3 I then I called back that evening and never got anyone and was hung up on.

  Business response

  05/06/2022

  We are very sorry for the delays in this delivery. It is never our intention to disappoint our customer. Unfortunately the original date was a routing error as we do not service the ******* area on Mondays. However, this should have been communicated with the customer and we failed in doing so. The second delivery date was a capacity issue unfortunately the item was too large to fit with the rest of the load. Again we are very sorry for the missed delivery and we are in the process of retraining the Customer Service Rep. in relaying these delays to the customers as soon as it has been noted that it will be delayed. We have it slated for delivery on the 10th and will put forth every effort that no further delay occurs. I do not know why it was so difficult to contact the warehouse as we have a on-stie csr that handles inbound calls and if he is unavailable it rolls over to our corporate office for assistance. If the customer would like to speak directly to me, I would be happy to speak with them. 

• Initial Complaint

  04/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a dryer through **** *****. Was not home but had someone there to receive delivery. I was on the phone with him while they were delivering and they rudely refused to hook up my dryer because they use gas lines. I was not told this beforehand. They also claimed they delivered a dryer vent when they didn’t, so I was ripped off. Also, they wouldn’t let anyone sign only marking it COVID-19 which is ridiculous at this stage, especially when they lied on the delivery form. I reported this to their office and the woman said she would pass this on to their ** **** and he would call me about it. Two weeks later, no call. Either she didn’t do what she said or he just refused to speak to an angry customer.

  Business response

  05/16/2022

  Please see the pictures attached, we communicated to the customer that the home was not up to code for us to do the install. Unfortunately we have no visibility on this until we are on site, once discovered the team takes photos of the issues.

  Customer response

  05/24/2022

  
  Complaint: ********
  
  I am rejecting this response because: this information was never provided prior to delivery. I was told by the driver I would be refunded delivery charge. Also, I never received the vent that connected the dryer to the wall even though the paper said I did. That is outright fraud. Also, ** **** never responded to my phone call when the customer rep said he would so I was lied to there.

  I want a refund for both delivery and the vent I was charged but never received.

  
  Sincerely,
  
  ***** *********

• Initial Complaint

  04/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  USPack is a 3rd party delivery company contracted by **** ***** for appliance deliveries, etc. USPack confirmed with me that they will deliver to my 3rd floor condo. However, when they arrived today with my new fridge, the delivery guys flat out refused to bring the fridge up to my condo, dropped it in the middle of the 2nd floor hallway and left. The attached photo shows my brother trying to get it to the stairs while the delivery guy (on the left) stands there. You can also see the 2 short flights of stairs that go to the 3rd floor. Both flights are 8 steps each.

• Initial Complaint

  04/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I order a sofa from wayfair .. It was schedule to be deliver Thursday 04-08-22 between 7:00 A.M - 7:00 P.M no one came I was home all day ... I definitely call them the person I Got was very nonchalant like its not a big deal to her ... Wayfair have tried to reach them also no reply .. Like this is so ridiculous .. I have read the reviews and I don't understand how is they still in business and not bringing people their stuff they purchased ... It's not right and something need to be done ...

• Initial Complaint

  04/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Ordered a portable dishwasher from Home Depot on 3/2/22. Was set for delivery on 4/4/22. Took off work for delivery and followed the time frame to make sure I was home. Phone message from company stating that if the delivery address is different than on ticket, I'd have to call point of sale to change it. Hour late got text message with delivery ticket but no one came to deliver product. Tried to call company but no answer, only option was to leave a message with name and phone number. Called home depot, they are researching is issue but no delivery will be today. With no way to reach company, no way to know when delivery can be made.

• Initial Complaint

  12/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 11 I was supposed to receive a delivery between 8am and 12pm and have not received my delivery. I've attempted to call 8 times to their direct line as well as several calls to their dispatch. I've been on hold for over 2 hours, no one is answering the phone and I cannot find my delivery. They have not reached out to me at all and any attempts have resulted in being on hold or being hung up on.

  Business response

  01/03/2022

  Consumer Response /* (3000, 10, 2021/12/29) */ Approximately a week later the product was delivered. I had called on a Tuesdag after filing my complaint and talked to someone. The woman I spoke to was very rude and abrupt. She didn't seem to see an issue with the company not only failing to deliver but also with the lack of customer service. When I told her that this was unacceptable she didn't have a response. Finally on the day of drop off.. they were supposed to call but just showed up at the house. The boxes were beat up and ripped in some spots as well.

*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. ↩