ComplaintsforJ.W. Logistics, LLC

• Initial Complaint

  08/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Customer ordered through us at ********** and the order got shipped to JW Logistics on 7/18. They have not called the customer to set up delivery or anything. No one can get a hold of them through phone or email after numerous attempts. The tracking number is *********.

  Customer response

  11/09/2023

  The business never contacted us

  Business response

  06/28/2024

  Thank you for reaching out and bringing this matter to our attention. We have received your complaint and our team is currently reviewing it. We take these matters very seriously and strive to provide the best service possible to our customers. If you have any additional information or would like to discuss this matter further, please feel free to contact us directly at ********************************* We are committed to resolving this issue promptly and to your satisfaction.
  Thank you for your patience and understanding.
  -JW Logistics 

• Initial Complaint

  08/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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

  More info

  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 6/27/23

  Business 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 7/7/23 

  Customer 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

  More info

  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 ******************************************.

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There is no way to actually reach anyone (a human, a bot, no one!) to resolve a delivery issue on an order through *********** ********** has also tried to reach multiple times over the past two days. No luck! There were two boxes in the patio furniture delivery but only one arrived. Tracking (************) says both were delivered but there is camera evidence that only one box was delivered. Was hoping to have this by Fathers Day as promised, but now just trying to reach someone, anyone!! Filing a BBB as there is no other way to reach this company. This is not how things are supposed to work.

  Business response

  06/23/2023

  Hi,

    We are sorry for the trouble you are experiencing and are happy to assist you. Our local team has tried to reach out to you along with our corporate office to help get this matter resolved. After reviewing your complaint we researched your order and found that ********** only sent us one box which was the item that was delivered to you on 6/13. We did create a case with ********** yesterday informing them that you are stating there is a box missing. ********** did respond to our case and state that both items were in the one box and we should only have received the one box. If you need additional assistance please reach out to ********** at ************ and ask to speak with their resolutions department and they can assist you with any other questions you may have. 

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of purchase 5/30/23 Amount: $7,047.39 JW Logistics is the delivery carrier Tracking: ************ Nature of dispute is non-delivery and unable to contact. I have photos of the delivery date being changed three times with no notice. Original date was June 2nd, then changed to the 8th, and it is now set to the 11th. Both ********** and myself have tried to contact ** at both the corporate office and the local office, you are placed on hold automatically for exactly 10minutes then suddenly forwarded to a full mailbox.Given JWs reputation of non-delivery, delayed deliveries, and damage to items they are responsible for, I am filing this complaint. I have also discovered a note of my item being damaged. Again no notification or communication from JW whatsoever to either me or HomeDepot.

  Customer response

  06/17/2023

  ** has pushed back delivery date 4 times since filing this complaint. Again both me and ********** have tried to contact ** and we keep getting sent to VM. ********** corporate is now aware of this issue.

  Business response

  06/20/2023

  Hi *****,

   We are sorry to hear about your experience. As explained to your wife, we did receive your item damaged from the middle mile carrier however we did not report it correctly to ********** and have since corrected this error. We did create a case with them to let them know that your item arrived to the facility damaged and has since been returned. Now that the case has been created with ********** they will be able to either issue you a refund or ask if you want to reorder the item. Again I do apologize for the lack of communication and error on our part. Please reach out to us by sending an email to ****************************************** if you need any additional assistance. 

  Customer response

  06/22/2023

  I am rejecting this response because:   JW has pushed back delivery date 4 times since filing this complaint. Again both me and ********** have tried to contact ** and we keep getting sent to VM. ********** corporate is now aware of this issue.

  Business response

  06/23/2023

  Hi *****,

    We have not received any phone calls or voicemails from ************ corporate office. As explained to you on 6/20, we followed ************ protocol and created a case to show that this order was received damaged which is why you did not officially receive a text message from us confirming delivery dates. The delivery dates you were given were delivery dates that were provided by ********** which we did not report. ********** did respond to our case on 6/22 acknowledging the order was damaged and that the item was returned. We do have the case information and notes. The only steps left now, as explained to you and your wife the other day, are to contact ********** and ask to speak with their resolutions department. You can provide them with the case number I included in the email I sent to you after speaking with you the other day which in case you do not have the email is CVR3J3Y9. ********** will want to know if you want to reorder the item or if you want a refund. If you do have any trouble please send an email to my email address *********************************** and I will be happy to respond and assist you again through this process. Again we do apologize for our errors in the beginning and are here if you need anything.

  Business response

  06/23/2023

  Hi,

   I also wanted to include this evidence to show that we did create the case and show that ********** did respond to prove that we are following the proper protocols.

  Customer response

  06/25/2023

  I am rejecting this response because:  You did not receive any phone calls from ********** because as explained before when calling both the corporate and local number you are immediately placed on hold by the automated system where no one answers and at exactly 10 minutes of being on hold you are then transferred to a voicemail box that is full. Numerus attempts were made by us and ********** on both the corporate and store level to contact you guys before this complaint was filed. ********** only found out about the item being damaged from their resolutions department finally getting ahold of someone or something being notated on a shared system about a month later. We were issued a refund and all of this happened a few days before you called us. A call I am sure only happened because I filed a complaint with BBB. Given your reputation of non resolutions on here I am sure this is the case since your BBB score is suffering as a result. The dates constantly being pushed back at each passing day were not given by ********** because as you explained to me on the phone only resolutions can access the shared system. So the incrementally increasing dates your website supplied were your own.

   

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered bathroom vanity from ********** with delivery date of 4/26/2023. No delivery was scheduled. Numerous calls to ********** as we were scheduled to be out of town week of 5/8. Received text from JW on 5/10 advising delivery scheduled for 5/11 which was when we were out of town and it was already 2 weeks later than contracted delivery date. No response from carrier since 5/11. ******* does not respond to my texts nor requests from ********** after spending 1-1/2 hours on the phone attempting to resolve. It is now nearly 1 month since ** has received our vanity.

  Business response

  05/30/2023

  Hi *********,

   We are sorry about your experience. We did receive your order on 4/21. One of our representatives did reach out to try to get your order scheduled and agreed that we would try for the week of 5/15 per your request. Due to the size of your order and the fact that it needed to go upstairs we had to secure a 3 man team to complete this delivery successfully. We did create a case with ********** notifying them that we were needing service approval for a 3 man team and that it was causing a delay in getting out your delivery. We were able to get your item delivered successfully on 5/25.

  Customer response

  06/02/2023

  I am rejecting this response because:   It is a significant misrepresentation of events.  The vanity was to be delivered to me on 4/26.  JW confirmed they received it on 4/21.  On 4/26, I texted JW but no response.  Numerous calls with ********** and no response from JW.  Next response from JW was 5/10 - 2 weeks after the delivery was due.  ** advised delivery scheduled for next day however I was out of town.  At that time I agreed to delivery week of 5/15 - week of 5/15 no response from JW after 4 consecutive days of texts and numerous calls with **********.  It was finally delivered on 5/25 - 1 month after due date.  Significant time spent and huge inconvenience as we had to manage without a bathroom vanity for 1 month.  Unacceptable service and this is being shared with ********** as it will impact future buying decisions.  

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 580lb gun safe from ********** on 4/4/2023, and ********** shipped it immediately to JW Logistics on 4/5/2023 (received by JW Logistics on 4/6/2023). After many emails and messages (no one ever answers or returns a call) by myself and ********** customer service, I have yet to receive the item ordered. Note that I also paid for the item to placed in a room of my choice (basement furnace area), which JW Logisitics calls "white glove service", As of today, 5/14/2023, I am done trying to call JW Logisitics (they were supposed to call me to arrange a 4-hour delivery window) and will pursue recourse with **********. Do not order anything from ********** that is shipped via JW Logistics, as they should not be in business with the way they operate!!!! I am very disappointed in my purchase and complete failure to deliver this product. Hopefully, this complaint will save some others from enduring the trouble that I and previous folks have had!

  Business response

  05/22/2023

  Hi ****,

   We do apologize for the trouble you experienced with your order. We do apologize for the miscommunication and as explained by one of our customer service representatives we have tried to reach out to you to try and organize your room of choice delivery. Due to the size of your order we were not able to complete the delivery as we currently do not have the manpower to deliver your item to the basement as you requested. We did follow protocol with ********** put in a case with them making them aware of the situation to offer you some sort of resolution. Again we do apologize for all the inconvenience with your order and understand your frustration. We strive to provide our customers with the best customer service as possible and if you are needing anything else please reach out to us by sending an email to ******************************************.

• Initial Complaint

  05/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I order some furniture from Wayfair and JW Logistics is who they have deliver.y. They were suppose to deliver Thursday and didn’t, then they were supposed to deliver Friday and didn’t. Now they are telling me that it will be delivered when they have an open slot. This is unprofessional. I want to file a complaint against JW logistics.

  Business response

  05/22/2023

  Hi *****,

   We apologize for the trouble you experienced during your delivery. As explained by one of our customer service representatives we have our carriers designed go out by days of service in areas which is how they plan out routing their orders. Unfortunately sometimes there are issues that arise and can cause a delay and we apologize. We are happy that you were able to get your order on 5/16. Again we do apologize for the inconvenience and if there is anything else we can assist you with please send an email to [email protected] and we will be happy to speak with you!

  Customer response

  05/22/2023

  I have reviewed the business’ response and accept this resolution. 

• Initial Complaint

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After much delay, two JW Logistics (************) workers brought my cast-iron bathtub *********** order WE17049696 March 30, 2023). I had ordered "White ****** delivery to the room of my choice and had confirmed by phone with ********** that the tub would be taken to my second floor bathroom. They eventually got it into my house, but gave up trying to get it up the stairs, promising to come back with more help later that day or the next morning. They didn't come, so I phoned the local JW Logistics office and eventually got a promise to finish the delivery. That delivery date came and went and I left many messages. I also phoned LW Logistics in ***** and got a promise to track down and address the problem with the local office. None of my messages have been returned and the tub has been sitting in my living room for a week.

  Customer response

  05/10/2023

  The day I filed this complaint, JW Logistics contacted me and scheduled a visit to complete the delivery. Unlike in the past, they showed up as scheduled and the three workers carried the bathtub up the stairs as promised. The delays, no-shows, and hours on the phone were frustrating, but the delivery is now complete to my satisfaction.

  Business response

  05/15/2023

  Hi *****,

   We do apologize for the trouble you experienced during your delivery. We do strive to provide our customers with the best customer service possible and once again apologize for the delay in getting your item to you. We are happy you were able to receive your item and if you need any further assistance please send an email to ******************************************* One of our customer service representatives will be happy to assist you.

  Customer response

  05/15/2023

  I have reviewed the business response and accept this resolution. 

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