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Business Profile

Delivery Service

Crosstown Courier

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Delivery Service.

Complaints

This profile includes complaints for Crosstown Courier's headquarters and its corporate-owned locations. To view all corporate locations, see

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Crosstown Courier has 2 locations, listed below.

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    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/11/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date:11/30/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date:10/08/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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 service

      Business Response

      Date: 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

      Date:05/04/2022

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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.

    Crosstown Courier is NOT a BBB Accredited Business.

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