ComplaintsforJ.W. Logistics, LLC

• Initial Complaint

  03/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a product from Wayfair. ******* used this company as a delivery partner to have my sectional delivered & put together by this company complimentary of white glove service. This purchase was made 2/21/2024. The delivery partner finally received the 3 total pieces of my shipment on 3/8/2024. I was emailed that I would receive a call from the delivery partner two days before my delivery date to confirm whether Id be home to receive the delivery & another call 30 minutes prior to drop off. I didnt receive a call however 3/13/2024 Wednesday, I received an email saying that my delivery & white glove service was scheduled for Friday 3/15/2024 between 6am-6am. From that point, I made efforts into contacting the partner as I couldnt reschedule online using the Wayfair website. When I first made contact with the company, by the customer service number given to me **************, the automated message said they were having long wait times, followed by a directory that was for Wayfair customers. From the directory, I was greeted by a voicemail for the delivery company. I left a voicemail and waited for a response. To no avail, I did not receive one. I called the following two days after and was finally able to speak with a representative the morning of 3/15/2024 around 10:00am. I was rescheduled later that day for 2:30pm and 4 hours later. I explained that I work between the hours of 6am and 2:30pm and that I would need time getting from work to home due to traffic. I was told that there is a possibility that the drivers would wait for me. I make it home shortly after 3pm. The delivery never happened and I only received few updates later that night prior to it coming. Ive had 0 successful deliveries or attempts in being able to speak with the company regarding my product. It is now 3/30/2024 and I have not received my product.

  Business response

  04/15/2024

  ******, 

   

  Thank you so much for providing your feedback about your experience with JW Logistics RIC. I have reached out to our local team to ensure that your order has been delivered. If you have any other issues and would like further assistance getting your order sent to you, please let use know. We take all complaints very seriously and want to make sure that every customer is left satisfied. Please reach out to ************************************* and cc ******************************** directly for further assistance with your order. 

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told by ******* that JW Logistics would call me within 48 hours of receiving my package to deliver my items. First this is a joke. They NEVER called me once. I know they received my items on a Tuesday and like a good customer I waited until Thursday, no call, no text. I had to call them. They NEVER answer their phone. EVER! It rings to voicemail every single time. No matter which number you call from. After leaving messages repeatedly I was able to get them on the phone to schedule my own delivery. It was scheduled for Saturday ****. On Saturday I got a text moving it to 10:30-2:30. At 2:00 I got a call from delivery drivers stating my two items "weren't on the ************ would need to call back on Monday to reschedule. I told them absolutely not. After much back and forth they told me they would bring it on Sunday at 2:00. They actually got to my house at 5:45 after I called several times. They left me sitting waiting two days in a row for my items that were over a week delayed. Secondly, today I was supposed to get my tub delivered. I confirmed the time 1-5 yesterday. I get a text this morning at 8:47 that said their driver called out and they have no replacement driver and that they will need to reschedule! What? You run your company with no "floaters" for anyone to be out? Are you serious? I have had contractors sitting and waiting on these items that your company has delayed for a week and the dismissiveness and lack of care and complete lack of customer service and inability to even speak to anyone let alone a manager is ridiculous. I would never use any company that uses them as a delivery company. Stay away. They are horrible.

  Business response

  01/25/2024

  Dear *****,

  
  We sincerely apologize for the frustrating experience you've had with our delivery service, and we appreciate you bringing this to our attention. We understand the importance of timely and reliable deliveries, and we regret that we fell short of your expectations. Your feedback is valuable to us, and we are committed to addressing the issues you've raised to improve our services.
  We apologize for the lack of communication and the inconvenience caused by the delays and rescheduling of your deliveries. It's clear that we did not meet the level of service you deserve, and for that, we sincerely apologize.
  Rest assured that we take your concerns seriously, and we will be conducting a thorough investigation into the issues you've raised with our customer service and delivery teams. We will work diligently to identify areas for improvement to ensure that such incidents do not occur in the future.
  If you would be willing to reach out to ******************************** and provide additional details such as your order number or contact information, we would like to reach out to you personally to discuss this matter further and make things right. Your satisfaction is our top priority, and we are committed to resolving this situation to your full satisfaction.
  Once again, we apologize for any inconvenience caused, and we appreciate your patience and understanding as we address these issues.

  
  Sincerely, **** Logistics

• Initial Complaint

  12/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a proform exercise bike on 10/29/23. Proform shows they shipped it on 10/30/23. It has been sitting in ************* since 11/3/23 per the proform website. The carrier is Ryder phone # ************. ***** says that J&W Logistics ph# ************ has my order. I have left voicemails and sent emails to J&W Logistics but they don't reply to emails or return calls. I called ***** today and was told they will send an email to their network carriers **** to call me. They also told me they don't have the bike. No one seems to know where my order is. I have sent multiple emails to proform asking them the status and they just say that ***** has my bike but then ***** says they don't have it.

  Business response

  12/21/2023

  We sincerely apologize for any inconveniences you may have experienced. This is certainly not the **** standard and we strive to ensure that our customers receive the best customer service possible. Please reach out to ************************************ and include your name as well as your order information so that we can better assist you. 

   

  Thank you

  - **** Logistics

• Initial Complaint

  12/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  From November 21 until now, the local *** office has been shuffling my mom's table around to different trucks, losing track of it and not delivering her product. Now, they say they can't find it, and the only reason we know this is because we keep calling dispatch for info. No one is reaching out (except for one corporate communication on Saturday, Dec 2nd, saying it 'would be delivered.') Last Friday, December 1, I took off a half day to sit with her and wait when they supposedly were going to deliver her table and not only did no one call to confirm a time, BUT no one delivered. And they were unreachable by phone. No one called us or returned our call after many attempts to reach them. Yesterday was the 9th attempt at trying to deliver and they told us the table is basically lost, but they'd keep looking for it. We needed this table for the holidays. My dad is a disabled Vet, and we are now without a table to spend the holidays around because they can't keep track of inventory, lose someone's purchase, and refuse to take responsibility. This table is more than a piece of wood. It's a memory we're trying to create for my family for what could be my Dad's last Christmas. Why is delivering something so hard? We feel taken advantage of and discarded as if we don't matter.

  Business response

  12/19/2023

  Hello, 

  Thank you so much for reaching out. We are very sorry for your negative experience. We do not take issues like this lightly and would be more than happy to take a further look into this. Please reach out directly to ************************************ with your name and order information so that we can better assist you in getting your table delivered. 

  Again, we do apologize for the inconvenience you have experienced as that is definitely not the **** Standard. 

  - **** Logistics

• Initial Complaint

  10/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered 4 windows and a patio door at ********** and was told it was not possible to pick them up at the store as I had in the past. They were to be delivered to my home. I never heard anything about when they were to be delivered, so after a month I called HD. They placed me on hold and called JW Logistics who they said was responsible for delivering when they came back to the phone they said ** had just received the order that day and would be contacting me to set up delivery. This was on Sept 26th. I found out later that ** actually received my order on 9/21 and in fact listed it as delivered on 9/21!!! (This was shown on the paperwork the driver left with me)On the 27th JW called and said they could deliver on the 28th, but they could not tell me a time and we had plans, so I said it would need to be another day. On the 28th they called and we set up delivery for the 29th. When the driver arrived there was no patio door. As everyone here says, they will not answer the phone and the voicemail box is full (probably with complaints about their delivery that they never even listen to). ********** has told me that they have tried to contact them and have not received a reply. I am out a $1500 patio door and if either JW or HD think I will just let it go, they are mistaken!!!

  Customer response

  11/09/2023

  They did finally deliver the patio around the middle of October 

  thank you 

  Customer response

  11/15/2023

  They did finally deliver the patio around the middle of October 

  thank you 

• Initial Complaint

  09/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have two joining kits that I need for a patio unit in order to enclose my home. They have given me four different delivery dates and have either cancelled the delivery or just haven't shown up without explanation. It is nearly impossible to get anyone on the phone. I am often on hold for a half hour before it eventually just hangs up on me.

  Customer response

  09/29/2023

  This issue has now been resolved.  My packages were delivered late this evening.  However, I will say that **** Logistics has been extremely difficult to work with.

• Initial Complaint

  09/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Purchased Item a month ago, company used JW logistics as their 3rd party shipper. Item was received at JW warehouse two weeks ago, they are sitting on item ($2500) and will not deliver, they told the company it would be delivered last week. Guess what ? Not delivered. Like other complaints state they are not answering phones or replying to emails promptly. They stated they are shorted staffed at one time but I hate to say it maybe this very large company that uses them as a shipper should reconsider their contract with them. Holding on to a customers $2500 product is absolutely unacceptable.

  Customer response

  09/19/2023

  The company conviently delivered my product days after filing the complaint, maybe they hadnt know about it it yet but timing is suspicious. I still think its important that people know this company will not delivery items in any sort of a reasonable time frame. 

  Customer response

  09/19/2023

  The company conviently delivered my product days after filing the complaint, maybe they hadnt know about it it yet but timing is suspicious. I still think its important that people know this company will not delivery items in any sort of a reasonable time frame. 

• Initial Complaint

  09/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I am writing about a delivery order placed through Home Depot that was not fulfilled by JW Logistics. **We ordered a toilet at Home Depot. Order number is **********. (Sept 4), Order was placed by my wife, ***** ***. Records on the order probably indicates ************ and ******************. It was to be delivered to *** ***** ******* ***, ******, OH *****. We paid extra to have it delivered into my home and upstairs into the bathroom, because I have an injured back, and cannot lift this. Instead, the JW Logistics delivery person left it on the side walk, didn't even bother to ring the doorbell. (Sept 12). It is still sitting on the side walk. See picture from our security camera attached. **JW Logistics has not yet done anything about it. We corresponded with Home Depot on Sept 4 multiple times. Home Depot called and talked to someone at JW Logistics named Ms Jerry at ************ (5pm). JW Logistics promised to reach out to the local delivery to have the order fulfilled (ie carry upstairs). Nothing happened. ** We corresponded with Home Depot again via text message (8pm). JW Logistics did not answer phone at that time. Presumably shut down operations for the day. Home Depot agent promised that JW Logistics will be responsible for damages or theft if something happens to the toilet before JW Logistics guys fulfill the order. See attached screenshot. ** We corresponded with Home Depot again. (Sept 13, 7am). No one at JW Logistics picked up call from Home Depot. We would like to have the order fulfilled. We paid extra to have the toilet carried to the bathroom. See attached images of JW Delivery Truck from our security camera, and the screen shot of Home Depot personnel promising that JW Logistics will compensate for any damages.

  Customer response

  09/13/2023

  I finally got through a customer service person at KW Logistics at 11am on Sept 13. Customer Service called regional manager and promised to have it corrected today. The regional manager then called my wife to say that someone will arrive at the house at 5-6pm on Sept 13 to deliver the toilet to the upstairs bathroom. No one shows up, however, and JW Logistics office is now closed for the day. 

  Customer response

  09/14/2023

  - Sept 12 4:30pm, driver dropped off the product without delivering to the room of my choice that we paid for.

  - Sept 12, talked with JW Logistics (5pm), they failed to send someone after promising. The product sat on sidewalk for the evening.

  - Sept 13, talked again with JW Logistics (11am), they failed to send someone after promising (6pm).

  - (new update) Sept 13, neighbors came to help, we brought the product up to the bathroom upstairs (10pm). It was better than risking the new product sitting on sidewalk for the second evening in a row.

  - (new update) Home Depot returned us the fee for delivering to our room of choice.

  I believe the case can be closed. But this is should not be classified as resolved as JW Logistics clearly failed their obligations and had no intention of sending the driver back.

• Initial Complaint

  09/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  oreded 7/26/23 my tiller from ********** then my order was processing for weeks with no update then 8/20/23 i get an update from arb shipping by 8/29/23 arb shipping has delivered my tiller to J.W. Logistics, LLC in ******** **** then an update delivery was set for 9/4/23 and its now 9/11/23 and still no delivery nor will **** Logistics return a phone call or return an email its sad jw logistics is only 1hr and 34mins away from my address

  Customer response

  11/09/2023

  my item has been delivered

  Customer response

  11/15/2023

  my item has been delivered

• Initial Complaint

  08/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I received a text message Thursday 8/25 stating my way fair delivery would be delivered between the hours 1-5 pm and that it would be delivered to the front door. I inquired that we thought we had purchased a white glove service, they said they would cancel the delivery and follow up with wayfair. I immediately responded to not do so and to continue with the delivery. no response was given. The delivery was not made. I called multiple times Friday and Saturday with messages left. I then called wayfair and they said a request was put in for white glove, which as stated earlier I expressly stated to no put this request in. I requested this be canceled. and they tried to call numerous times they also put in an expedited request to redeliver. No phone calls were received on Monday the next business day to which I called and no answer again, and again today is Tues. This is unacceptable. With no further reaching out. This is for a medical practice that is opening and necessary to my business. No follow up after numerous attempts and via wayfair. This needs to be rectified immediately. Wayfair order number **********

  Business response

  02/01/2024

  Hello-

  We recently discovered your BBB review and sincerely apologize for the delayed response. We deeply regret any inconvenience caused and are committed to addressing your concerns.
  To make amends, we would like to offer our sincere apologies We are eager to discuss your experience further and gather feedback to improve our services. Please contact us at ************************************ to coordinate the resolution. We value your business and appreciate the opportunity to regain your trust.

  
  Thank you for your understanding.

  **** Logistics

*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. ↩