ComplaintsforJ.W. Logistics, LLC

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered an item from ********** on 4/12. ***** Trucking picked it up from ********** on the on 4/13 and dropped it off at JW Logistics on 4/19. **'s website said it would be delivered on 4/27, then 4/29, then 4/30. At that moment I called them and was finally got a hold of them. They told me that they would get it to me on 4/28. I got a text message from them confirming the delivery. Then around 8pm the night before delivery, I got another text message stating that their driver's truck broke down and they didn't have any other trucks to deliver my product until sometime early the next week. So at that point, JW Logistics will have had my item for 2 weeks on their dock.

  Business response

  05/02/2023

  Hi *****

  We do apologize for the trouble you experienced with your delivery. As explained by one of our customer service representatives, we have limited carriers in your area that has caused delays in getting deliveries out. We did have your order going out before but due to mechanical issues we were not able to get it delivered that day. As soon as we were able to get another carrier in your area we were able to deliver your item. Again we do apologize for the inconvenience and if you need further assistance please reach out to ** at ******************************************.

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  purchased a grill through Homedepot on 4/14 shipped out fairly quick 4/17 moved through system with shipping info nicely until it came to JW logistics part they were supposed to pick it up from there and either haven't or have NO ONE knows not even Homedepot which I have contacted because clearly the estimated receive date has come and gone so when Homedepot try's to contact them surprise surprise no one answers not even for them.... Homedepot has opened a case but I have very little Hope that I will ever see my grill especially reading all the reviews further more at this point I'm wondering if Jw logistics even exists

  Business response

  05/02/2023

  Hi ***,

   We do apologize for the trouble you have experienced with your order and would like to assist you. After researching we show that we just received your order today at our local warehouse in ********, **. Our local team is working on getting your delivery scheduled. I am not sure why ********** told you that we pick the item up because that is not true. We wait for the item to get delivered to us from the middle mile carrier. As soon as we get a confirmed delivery date we will reach out to you with delivery details. If you need further assistance please reach us via email ******************************************.

  Customer response

  05/08/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I request a refund of the money paid for the delivery and assembly service that was not fulfilled by **** Logistics. Order number ********.

  Business response

  04/20/2023

  Hi ********,

   We apologize for the trouble you experienced with your delivery and would like to assist you. Our local team did try to arrange delivery with you a few times. The first time we were told you needed to rescheduled the delivery. When our local team tried to reach out to you again they did not hear back from you so they alerted ***** to see if they would be able to get a response. We did notice that ***** listed your order in disposition informing us that you had cancelled the order and we needed to sent the item back to them which we did. The item is now in Ryders possession . Again we do apologize for any inconvenience you experienced and if there is anything else we can assist you with please reach out to us via email at ******************************************.

  Customer response

  04/22/2023

  I am rejecting this response because:   The message is completely irrelevant to the issue at hand. **** logistics is required to return the product to ********************* The response by **** Logistics shows a lack of concern and or care about the horrendous service that they provide to their customers. 

  Business response

  04/28/2023

  Hi,

   Once again we do apologize for any trouble you have experienced but as explained in our last correspondence the item was sent back to Ryder which is the proper protocol when a cancellation is reported to us. If we get an alert that an item has been refused or cancelled we are responsible for sending the item back to Ryder which is the company who we received the item from. The item is in their possession and they are now responsible for the item at hand. We understand your frustration but have been committed to following the correct protocols with your order and also responding and answering all of your questions.

• Initial Complaint

  03/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 02/27/23 I placed an order with ********** for 26 cases of floor planking and an estimated date of delivery was set for 03/06/23. On 3/04/23 I received notice that this order was set to be delivered a day early on 03/05/23 but no delivery or any contact with me as to why it was not delivered. On checking the order status on **********, the delivery date was noted as 03/06/23 and still no delivery on that date and, again, no contact with me. On 03/07/23 I contacted ********** rep and was advised that another date was set for delivery. That day came and went. This occurred 3 times with revised delivery dates. On the last call with ********** on 03/13/23 the rep reached out to JW Logistics and said that there would be a promised delivery date of 03/16/23. I sent out an email to JW Logistics tracking department to verify that a delivery was indeed happening. No response from them, even 24 hours later. Still no delivery was made. I am calling ********** to cancel this order. JW Logistics is quite incompetent and unprofessional especially in notifying customers that there may be delays as well as failure to follow through on their delivery dates.

  Business response

  03/22/2023

  Hi ******,
  We do apologize for your experience. We tried to keep you and ********** informed with the trouble we ran into with this delivery. Unfortunately there were a couple of events that led to your delivery being later then originally scheduled. We did receive the incorrect address for you at first and then we did experience mechanical issues on the truck we were using to deliver your items. Again we do apologize and are happy that you were able to have your items delivered. If you need any further assistance please reach out to us via email *******************************************

  Customer response

  03/24/2023

   
  Complaint: 19841827
  
  I am rejecting this response because:

  The business, JW Logistics, is giving erroneous information and excuses.

  For one, the ONLY live contact I had with JW Logistics was a call from employee ***** only in response to my filing a BBB complaint. In that phone conversation ***** made a number of statements as follows:

  When I inquired as to the lack of any sort of communication to myself or ********** about delayed delivery ***** admitted that it was completely unacceptable.

  Secondly I inquired of ***** as to why her company texted me with delivery notices and a notation that should I have any questions to please text back. I never received any text back in answer to my query. Again, ***** agreed that this was unacceptable.

  Third I inquired of why I was getting notice of delivery only to never take delivery nor receive any notice that the delivery was not going to be made. ***** agreed that this was unacceptable
  

  Fourth, I supplied the correct residence address the initially and when the ********** rep called JW Logistics they were told that they were unable to locate my correct address and thatb the driver was lost in the middle of nowhere. I then gave the ********** rep an address for the same residence but an older address that could be found on ****** maps. Both address are for the same residence.

   

  In closing I find the whole delivery matter using JW Logistics has jeopardized my business with **********'s as I refuse to purchase any products that *** utilize JW Logistics as the delivery carrier. The only positive experience was the friendliness and professionalism of the delivery driver that finally delivered my product.
  
  Sincerely,
  
  ***************

  Business response

  04/20/2023

  Hi ***,

   We do understand your frustration and as I did state to you on the phone we do acknowledge there was a lack of communication from us along with ********** in regards to your order. Although we cannot correct the issues with ********** we are working on correcting the issues you experienced with your delivery. I do still agree that the communication of us not having the correct address was unacceptable along with the fact that the carrier did not follow protocol in contacting you before delivery. I know there is nothing that we can say at this time that will take away the frustration and inconvenience you experienced with our company but I would still like to offer you an apology and thank you for your feedback. We are working on correcting this issues and will continue to strive to provide our customers with the best customer service as possible. 

  Customer response

  04/22/2023

  I have reviewed the business response and accept this resolution. 

  Mistake are made and if improved on, all parties will be satisfied in the future
  

• Initial Complaint

  02/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased product from Home Depot they promptly sent to JW Logistic warehouse and arrived at JW Logistic warehouse on January 25. JW Logistic keeps changing delivery date after they do not deliver.. Try to call never an answer then goes to voicemail and then says voicemails is full and can't leave message. Entered tracking number on their website and now and doesn't pull up anything on order

  Business response

  03/23/2023

  Business Response /* (1000, 5, 2023/02/21) */ Hi ******, We apologize for the experience you have received. It appears that the one attempt we had for your delivery was delayed due to weather. We are looking to get you rescheduled as soon as possible. Please contact us via email at ***************@jwlogistics.com.

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 13th, 2022 JW Logistics hired a company called Freight Delivery, ****, to deliver a vanity to our home. It was 250 pounds and when they got it in the door they set it on the floor and then pushed it 25' across the floor scratching the floor along the way. On September 28th we emailed ***** the estimate for repair. The Following is email communication with *****. BBB I will forward you entire email chain if you would like, i left my side out because of character limits. 9/29 (*****): " Thank you for the estimate. I will pass this along to our claims department and have someone follow up with you soon. " 10/4 (*****): " I do apologize I do not handle claims so am not sure on what all they need. I will reach out to the department and let them know that you are needing an update. I do apologize for the delay" (*****): "No problem, a local team member will reach out to you soon." 11/26: (K) I do apologize that you have not heard from anyone at this time. I do know that your claim is being handled by the carrier. The carrier should be reaching out to you soon." (K): " I completely understand your frustration and would feel the same way. I wish that there was a way that I could provide you with more information but unfortunately I do not have any at this time. I did send a message to my local team and ask them if they had an update. The manager is going to reach out to the carrier and try to get some insight as to why they are taking so long. Again I do apologize and if I do hear anything I will let you know" JW Logistics Denver, Aaron, gave me the carriers number. 2/3: Called ****, he kind of recalled it but not really. Was too busy to review the damage claim. Said he would talk to his delivery team and get back to me and has rejected every call since (5 calls). $9,000 in damages doesn't go away JW and Freight Delivery. We never signed for the delivery and yet delivery notes says we did. We did not sign one thing, show me the proof of signature.

  Business response

  02/21/2023

  Hi ****,
  We do apologize for your experience and are happy to assist you. We did receive your claim and followed standard protocol. ***** is one of our customer service representatives and is not able to comment on claim information as that is not in her department. The claims department received your messages and provided the claim to the carrier who is responsible for handling it. You are correct that a signature is needed however we do have proof of delivery and a picture of the carrier inside the residence so therefore there was permission for the carrier to deliver the item. If you would like to reach out to us please send an email to *******************************.

  Business response

  03/22/2023

  Hi ****,
  Again we do apologize for your experience and are following protocols to get this issue resolved. We did hand over the claim to the carrier who was contracted to complete your delivery and they took ownership of the claim. Since you have not heard from the carrier our management team has stepped in and is working on this issue as well. We do apologize for the delay but we are taking this serious and continuously working to get you resolution.

  Customer response

  03/23/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept your response or your apology. Your company failed and the people you hire to actually do your work failed. Home Depot stepped in now and are taking care of this. If your company can not validate the people you hire, your company should not operate. JW Logistics has opened my eyes to how unsafe working with companies like you can be. I will in no way ever allow your company to ever do work for me or anyone I know.

• Initial Complaint

  12/13/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order a grill with cover from Home Depot.com grill was suppose to be delivered 12/5, no call no show, then I received msg on 12/6 it would be delivered followed up later by truck was broke down. No Jw tried to contact jw multiple time left msg no return call or msg to date. Contacted Home Depot and they said jw logistics said it was delivered, but when I log onto their website for tracking it shows only the cover was delivered. Attached the only picture that is on jw website and it clearly shows only the cover was delivered.

  Business response

  03/06/2023

  Business Response /* (1000, 5, 2022/12/14) */ Hi ***, We do apologize for the trouble you have experienced with this delivery. As explained by one of our customer service representatives we are not showing your grill at our warehouse at this time. Please contact Home Depot and provide them with the case number provided by our customer service representative. They will be able to assist you with the next steps. Again we do apologize for the inconvenience and if you need anything else please reach out to us again via email at [email protected]. Consumer Response /* (2000, 7, 2022/12/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) All I was looking for was some communication about my delivery, to bad it took filing a complaint to get it.

• Initial Complaint

  12/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a Noridic Bike, and it was delivered to JW Logistics 3 weeks ago. I have called JW 5 times trying to schedule a date for delivery, and Nordic has called 3 times. I've left detailed messages each time, but no one returns my calls, even though on the answering machine the individual states that she will return the calls within one business day. This NEVER happens. I am very frustrated with how JW treats its customers. I would like someone to call me as soon as possible. I paid Nordic for the bike one month ago, and the bike sits at JW. Please call me to resolve this issue. Thank you, ****

  Business response

  03/06/2023

  Business Response /* (1000, 5, 2022/12/05) */ Hi ****, Thank you for reaching out to us. We do apologize for the delay in getting your delivery. As our local team explained we do have this scheduled for you tomorrow. If you have any questions please feel free to reach us back via email at [email protected].

• Initial Complaint

  11/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  First, delivery was made in the back of an open pickup (cabinets) and not covered. Past delivery (4 cabinets) one was damaged, luckily I was home because he tried to hide it behind other cabinets. He got very upset when I would not accept the cabinet and then threw all the pieces in the back of the pickup and drove off, never asked me to sign anything and never called/text before arrival. Now waiting on an 11/1/22 delivery of the reordered broken cabinet. 6:30pm CST and still no call/text and cannot track on company website.

  Business response

  01/17/2023

  Business Response /* (1000, 5, 2022/11/02) */ Hi *****, We do apologize for the trouble you have experienced with your delivery. As explained by our customer service team we have been in contact with the carrier and do apologize for his actions. In regards to your second order, we did not receive it from the middle mile carrier and reported it to Home Depot. At this time they are marking it as a lost in transit order. Per your request we have sent you an email with information on the next steps to assist you. If you need any further assistance please reach out to us again via email at ***************@jwlogistics.com.

• Initial Complaint

  11/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Friday October 21,2022 at 1:16 pm I was contacted by ******* with JW Logistics saying my order arrived at the Baton Rouge location warehouse. I was informed I would be contacted in 1-2 business days to set a delivery date and time . At 5:50pm the same day, I was contacted again by ******* stating the order would be delivered on 10/17/2022 between 1pm-5pm and that a delivery driver would contact me 30 minutes prior to arrival. 10/17/2022 comes around , no contact , no driver, no phone call , no text , no delivery. I contacted JW logistics Baton Rouge location and left a detailed voice message with all my contact information and issue I was having. I then contacted Wayfair who attempted to call and leave a voicemail for the shipping carrier to find out what is going on . It is now November 1,2022. I have been very patient, trying to be understanding, I contacted Wayfair again and customer service rep stated they have been receiving many complaints about that warehouse location. I would like to receive what I paid for . It is becoming very frustrating. I looked up customer reviews to see if anyone has had customer complaints and many negative reviews popped up. Delayed shipping does happen , but I do not think if a company can not fulfill the business request they are providing it needs to be completely shut down. Customers complained that not only aren't they receiving their total package but delayed delivery with no response and no communication. At this point this is almost like stealing merchandise from partnered companies that are using this company to deliver or ship out customer orders . Now I will not have my items in time for the holidays and I never received a response so I don't know if I'll even have it by this year or let alone receive anything at all . I am very disappointed, upset and frustrated.

  Business response

  01/17/2023

  Business Response /* (1000, 5, 2022/11/02) */ Hi *******, We are sorry for the trouble and inconvenience you have experienced with your delivery. My local team has you scheduled to receive your delivery tomorrow morning. Although we do strive to provide our customers with the best customer service experience we will admit that this is still an area that needs improvement and are working on resolving these issues. If you need further assistance please send an email to ***************@jwlogistics.com.

*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. ↩