ComplaintsforCrosstown Courier
Delivery Service
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Complaint Details
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Initial Complaint
05/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I ordered a bedroom set from ************.com who scheduled my delivery with Crosstown in Nashville. After I ordered the set, the delivery date was changed by Crosstown and I was not going to be home for the delivery. I asked my sister in law to be at my house to take delivery. Because I was not going to be there, I called the ************.com to add White ***** Delivery. This seemed to take a very long time to get updated so we rescheduled for May 9 which was an additional week or more from the original date. After waiting all day on the delivery the driver called and said the warehouse did not load the furniture onto the truck and it would have to be delivered the next day. I have since read from other reviews that this happens frequently. I waited the second day - all day for the delivery. I even called Crosstown twice to confirm the furniture was on the truck and would be delivered today. It is now 8:30 pm and no delivery and no phone call. This seems to be a common occurrence with this company.Initial Complaint
11/30/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Crosstown Courier originally confirmed a delivery date of 11/21/22 of a sofa my family ordered from Wayfair. We were advised of a delivery window between 12pm and 4pm via text.After this window past with no sign of a delivery we reached out via the phone number ************ and spoke with a representative name ******* who told us that the sofa was still out for delivery and could arrive by 8:30pm When this did not happen we reached out the following morning and were told by ******* that he would reach out to the manger over the location in my area and that I would receive a phone call to reschedule.After 24 hours I received no contact back from anyone at Crosstown and called again on 11/23/21 and was told again that a message would be send to the delivery location and that someone would reach back out for an update.Once again no one from Crosstown had reached back out to us to apologize for the delay, reschedule a delivery or provide any update on our concern.I reached out again to Crosstown on 11/28 and was advised again of the same information that an email would be sent to the Operations Manager and that we would receive some type of contact back to.******* then provided us with an update delivery window of 11/29/22 between 12pm and 4pm. This window has now also passed and we have not yet personally received any update from Crosstown Courier regarding a reschedule, update delivery window or explanation of what has caused these delays.I also emailed ************************* (General Manager) and the location responsible for my delivery multiple times with no response.This whole ordeal has been plagued with poor communication, poor customer service and poor quality of services all around.According to the tracking information Crosstown has been in possession of our item since 11/2/22. I would simply like to have the item delivered and in good condition.Initial Complaint
10/08/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Scheduled 1st delivery between 12pm and 4pm.No call and no show.I called several times and was told it would come.2nd delivery and no call ,no show.I paid for delivery to make it so bad.This is the worst customer serviceBusiness response
10/19/2022
Business Response /* (1000, 5, 2022/10/13) */ We have a segment of our company that makes appointments and delivers to customer homes, normally bigger, bulkier items. In this case, we had the delivery scheduled and the driver ran into a family emergency. We put the delivery on another driver to make sure it was completed, and they could not locate the delivery address. The Knoxville Operations Manager tried calling the customer Monday to get a scheduled appointment for 10-11-22, but her voicemail was full. We have successfully completed this delivery.Initial Complaint
05/04/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
We ordered a sofa and chaise on April 3rd, 2022 from *** ****. It was shipped to this carrier and arrived on April 22nd. The Indianapolis location. The first delivery was scheduled on the 27th. No call, no show. After calling them they informed me that their truck broke down and they needed to re-schedule. They have now rescheduled twice and I still have not received my couch as of May 4th. Upon looking at reviews of this company affiliated with ***** l*** mile delivery... this is a common occurrence. Some people have waited for months and still never receive their delivery. This is NOT covid related!!! This is fraud and poor service.period.Initial Complaint
03/23/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
I have a furniture order that says it was delivered to this company on January 27th. I have been contacted by them so many times now that I have lost count to "schedule " a delivery. As of March 11, 2022, I still have not received my furniture. They call ME to schedule a delivery so I will be close by the house and then most often never show or call. Twice a truck has broken down but other than that no excuse has been given. I then receive a call to schedule another delivery like none of the above has ever happened. It's almost comical at this point how this business operates. I would suggest employing more actual delivery employees and then you could eliminate all the others who basically answer customer complaints and make excuses and "reschedule" deliveries all day. I would question whether they've misplaced or damaged my furniture but after researching this company have found that my story is just like everyone else's. At what point would this be considered theft of property? It's been 6 weeks.Business response
05/11/2022
Business Response /* (1000, 5, 2022/03/24) */ Good afternoon, I do apologize for the confusion that has been caused by this ordeal. Unfortunately we do not have this freight on our dock and never did. This issue will need to be addressed by ***** Logistics as their portal states this order was cancelled. Consumer Response /* (3000, 7, 2022/03/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) After 7 weeks of missed deliveries that Crosstown Courier called to scheduled themselves, I now find it hard to believe that this shipment was never received by them. Countless calls and emails from them promising our furniture was on a truck that day and would be delivered and now "what furniture?" Either they are the most inept delivery company ever to exist or they are covering up for what exact happened to our furniture? Probably both. Regardless, we don't have your furniture is not an option after this long of an ordeal.Initial Complaint
03/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Crosstown courier was supposed to come to my home in January and pick up an exercise bike that they dropped and delivered with all the parts. They have rescheduled due to lack of staff they have rescheduled due to broken down trucks, they have rescheduled due to they forgot. I have a large broken exercise bike sitting in my living room I live in an apartment and I am a single mom and there is no way I can lug this thing downstairs. The only resolution I need is for someone to either come get this bicycle or pay me to hire someone to come get this bicycle. I would like to have it out of my house within the next 24 to 48 hours.Initial Complaint
12/27/2021
- Complaint Type:
- Order Issues
- Status:
- Answered
This company is the contracted delivery company for furniture purchased from *******.com. Received notification from big lots and a parent courier company ***** that I would be contacted to schedule home delivery within 48 hours. Was never contacted. Contacted this business at the number provided and was told my delivery wouldn't be scheduled until a week after it had already been scheduled. This happened 3 times each time waiting until very late in the afternoon and blaming the "warehouse" for not placing my furniture on a truck for delivery. Each time stating they only had a truck "in my area" on mondays and it was hit or miss. This is absolutely unacceptable for home delivery of a $2000 furniture set.Business response
01/10/2022
Business Response /* (1000, 5, 2022/01/03) */ Mr. ******, We apologize for the inconvenience this has caused you and your family waiting for your merchandise throughout the holidays! Among the industry challenges and Covid hitting our facilty once again we are trying to keep operations running smoothly but that is a challenge in itself. I have gone out to the warehouse to verify your order will be delivered to you tomorrow. One of our CSR's will be reaching out with the specific timeframe. Thank you for your understanding and patience.Initial Complaint
11/04/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
They scheduled delivery of our cabinets for today, November 4th between 12:00-3:00. A time they chose and communicated to us over a week ago. Our cabinets are scheduled to be installed tomorrow, November 5th and we have yet to receive the cabinets. It's now 9:00 pm. Our contractor contacted them and was told that they were done delivering for the day. I tried calling them directly and was told that we would have to reschedule. They have not bothered to communicate any delays or issues during the day. This is truly a poorly run company.Business response
11/10/2021
Business Response /* (1000, 5, 2021/11/04) */ Contact Name and Title: ************ Contact Phone: ********** Contact Email: ************************ Due to complications on yesterday's route the contractor could not get to Mrs. ****** within the timeframe given. We were not notified by the Contractor that delivery did not transpire. When we were notified this morning we immediately dispatched the contractor to go and deliver the cabinets. They are delivering the cabinets now. Thank you.
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Customer Complaints Summary
8 total complaints in the last 3 years.
0 complaints closed in the last 12 months.