Additional Complaint Information
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/22/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I had a purchase date of a rolling tool chest of last month. I was given today's date as date of delivery. I took off work to be home for this delivery. Received a text that it would not be delivered and no future date given. If this is not resolved, I will seek refund from seller and let them deal with this company.Customer response
08/22/2023
Since my initial complaint, the business has contacted me and this may be resolved by Thursday.
Jw
Customer response
09/21/2023
Since my initial complaint, the business has contacted me and this may be resolved by Thursday.
JwInitial Complaint
08/21/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered a vanity from ********** on 7/14, it was received by JW Logistics Columbus on 7/22. I paid extra for white glove delivery. I have tried contacting JWL by phone and email inquiring about the status of the delivery and I have not gotten one response. According to ********** JWL has changed my estimated delivery date several time without explanation. I was told by ********** two different times that JWL advised them that I would be receiving a call within ***** hours to schedule delivery which never occurred. ********** also stated they created a delivery escalation ticket and spoke with the management of JWL who again stated that I would be receiving a call within ***** hours which also never occurred. At this point JWL has been in possession of my vanity for a month and has yet to contact with about a delivery date. I cannot even receive a refund on my order since it is still stuck in transit. At this point I would drive their Columbus facility and pick up the vanity myself. I just need my vanity to complete my remodel project. Thank you for your time and assistance.Customer response
11/09/2023
I never received the item, it ended up being dropped at the wrong address per *********** I was never contacted by the company nor did they ever return any calls or emails. I canceled the ordered and re ordered a new item through a different company. Terrible experience and no customer service at all. Awful companyInitial Complaint
08/16/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I bought a tiller from ********** on July 26, ****. It has been sitting in a warehouse about 50 miles from my house, JW Logistics will not allow me to come get it and I have a delivery date of August 9, 2023. They will not return calls or emails, I just want a refund or my tiller. The phone numbers listed on their website are never answered, it goes straight to voicemail every time called. I checked with **** and they can't cancel the purchase without delivery of product. I never received the tiller and I need the money back on my card so I can just rent one.Customer response
11/09/2023
My tiller arrived, two months late, but it's here and I am pleased with it so far. It seems to be a quality piece of equipment. Now if the rain would stop I could use it. Can you guys help with the weather? Thank you, ********************
Customer response
11/15/2023
My tiller arrived, two months late, but it's here and I am pleased with it so far. It seems to be a quality piece of equipment. Now if the rain would stop I could use it. Can you guys help with the weather? Thank you, ********************Initial Complaint
08/16/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
This complaint is about the shipping company JW Logistics out of *********** **.I ordered a sliding glass door May 20, 2023. It arrived at this distribution center on June 15th, 2 months ago. They are not delivering it and are not answering phones or emails. They called once 2 weeks ago to see if we got our door a couple days prior. We said no. (They are supposed to call before they deliver it.) Said they would call us back in 15 minutes. No call. Yesterday we got a call saying it will be delivered today, Monday Aug. 14th. We stayed home all day, no delivery and no phone call. They still will not answer their phone or email. We purchased this from *********** they are having trouble with a lot of peoples orders getting delivered with this company. They cant seem to get any answers out of this company (JW Logistics) either.Business response
01/26/2024
Hello-
We sincerely apologize for the frustrating experience with our delivery service. Your feedback is crucial, and we're sorry for the lack of communication and delays.
We are actively investigating the issues you raised and taking immediate steps to enhance our services. If you're willing, please provide your order details so we can reach out personally to make things right.
We appreciate your patience and regret any inconvenience caused.- **** Logistics
Initial Complaint
08/07/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
We have been waiting since 7/24 for our delivery. We have left 4 messages on voice mails and multiple on chat that isn't staffed with live people. ********** has also been trying to locate the merchandise as well as no tracking information available.Customer response
11/09/2023
We still have not gotten any response from them. Ended up getting a refund from the vendor who used them.Customer response
11/15/2023
We still have not gotten any response from them. Ended up getting a refund from the vendor who used them.Initial Complaint
08/04/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered Delta Classic 500 60 in. x ****************************************************** High Gloss White from ********** on 7/21/23. Tracking showed the item shipped and with a delivery date of 7/27/23. Today is 8/1/23 and the tracking still shows 7/27 for delivery. JW Logistics is sitting on this delivery. ********** and myself have made several calls for several days and no one answers the phone or returns calls. On JW Logistics website, the tracking changed to 8/2 delivery, then 8/6, and now 8/9. I have a big hole in my bathroom, unable to use, due to this not being delivered promptly. No one can tell me when the delivery will be made. ********** offered a cancellation, but i can't be refunded until the item is shipped back to the ********** fullfillment center in **********. If it has taken 2 weeks and i still don't have delivery, how long before it is sent back and received by **********. I am out the money for a replacement until then.Customer response
08/04/2023
I received the shipment after filing the complaint. They still never returned any phone calls. I will never order something from ********** again or anyone using JW Logisitics.Initial Complaint
08/03/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I purchase a Husky 84" mobile tool cheat matte Blue in color on June 23 of 2023 and to this day July 31 still no delivery of the tool chest. Notified ********** they been working on it but with no success. Every time I go to **** Logistics to check the reference number the date keeps changing day after day. I've tried calling them numerous times left messages and no one has called back, furthermore, I don't think ********** has got any answers when they call.Customer response
08/08/2023
I made other attempts to jw logistics and still failed to call back. I ended up calling ********** regarding this issue and they decided since I couldn't get in touch with them, they canceled this other and refunded the cost back to me. As I wrote this jw logistics still hasn't made any calls to me or even to **********.Customer response
11/09/2023
I made other attempts to jw logistics and still failed to call back. I ended up calling ********** regarding this issue and they decided since I couldn't get in touch with them, they canceled this other and refunded the cost back to me. As I wrote this jw logistics still hasn't made any calls to me or even to **********.Initial Complaint
08/02/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I placed a window order through ********** order, H2801-213546. ******** windows confirmed my shipment, reference number ******** arrived into JW logistics warehouse on 7/14/23. I have yet to receive my delivery. *** called left messages, sent emails, drove to the address listed online to only find out this company does not exist at the address. This is a 20K window order. I need delivery or a correct location for pickup now. Cant get in touch with anyone, no reply to email a call back nothing.Customer response
11/10/2023
Issue is resolved and delivery was completed. Ultimately ********** had to take over and send their rep to JW Logistics office/warehouse to get delivery resolved for this shipment and others (as I was told). No communication response to me was received by JW Logistics from any attempt made by phone or email that I sent to them requesting status for delivery.Customer response
11/15/2023
Issue is resolved and delivery was completed. Ultimately ********** had to take over and send their rep to JW Logistics office/warehouse to get delivery resolved for this shipment and others (as I was told). No communication response to me was received by JW Logistics from any attempt made by phone or email that I sent to them requesting status for delivery.Initial Complaint
07/13/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
My package has been out for delivery since 6/23/23 and has not arrived. Neither the retailer nor myself are able to contact delivery company. Unable to reach *** Logistics by phone or email. the tracking number is ************ The last update on tracking website is 6/27/23Business response
07/13/2023
Hi ***,
We apologize about the trouble you experienced with your delivery. We did receive your delivery on 6/22. We did have a slight delay in your delivery but we were able to get it delivered to you on 7/7. If you have any additional questions or concerns please reach out to us via email ******************************************.
Customer response
07/14/2023
After i filed my complaint my delivery was made on 7/7/23Customer response
07/14/2023
I have reviewed the business response and accept this resolution.Initial Complaint
06/23/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered a Generac generator from ********** on 5/31 with a delivery date of 6/7. It was shipped and the tracking info stopped on 6/5 showing it was in my area. When it didn't show up at my house on the 7th I called **********. I was told that the shipper was experiencing delays. I am getting no updates from anyone. My installers will be here in a week and I don't have the generator. Today is 9 days since it was supposed to be delivered and ********** can't get in touch with JW Logistics. I understand that delays happen but it is completely unacceptable that I've gotten no updates. This seems to be a common problem with this company.Business response
06/23/2023
Hi *****,
We are sorry to hear about your experience. As explained to you by one of our customer service representatives, we did report to ********** on 6/9 that we did not receive your order from the middle mile carrier. ********** advised us to monitor to see if the order would arrive which we did but unfortunately your order still did not arrive at our facility so it is listed as lost in transit. Please follow the steps our customer service member provided you with to help resolve this issue. If you need further assistance you can reach out to us at ************ or send an email to ******************************************.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
135 total complaints in the last 3 years.
26 complaints closed in the last 12 months.