ComplaintsforEstes Express Lines

• Initial Complaint

  11/01/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a lawn tractor online from **** ***** on 10/25/21 Estes is the shipping company used by **** *****. They provided tracking information. The tractor traveled from Tennesse to a location in New Haven CT I'm just 2 days I received notification that my would arrive on 10/28/21. It did not. I emailed the company and they promptly responded saying they will look into it. The tracker meanwhile now fluctuates wildly ranging from delivery dates Nov. 1st to Novemver 10th and sometimes shows 2 different dates in the same inquiry. The company will not respond now. The item remains just 20 miles from its destination. My latest est. Delivery date is Nov. 10. There is no rifle way to track my shipment and Estes has failed to respond. I just want my item delivered

  

  Business response

  11/01/2021

  We will need the Estes freight bill number to investigate this complaint.

  Thank you

  Heather L****

  Estes Express Lines

   

• Initial Complaint

  10/28/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered a bathroom vanity, which was to be delivered by Estes Express. There was an option to have the vanity to be delivered to the room of my choice in my home for a fee. I paid an additional ****** for this services. Before the vanity was delivered, an employee named Gary gave me a time frame for the delivery. I asked if it would be possible to text me when he was 30 minutes away from delivering to my home. He said yes he could do that. In addition, there were contractors at my home installing carpet. They offered to direct the delivery drivers into the house and help them, as I was at work and unable to be there. The contractors told me that, the delivery drivers ignored them and dropped the vanity off in the driveway of my home. They also left pallets in my front yard, so not only did they ignore help with doing their job, they dumped their trash in my yard. I have tried multiple times to call but have been left on hold for hours. There is an option to leave a message for a return call, which I have done. I have not received a call. At this point I have been unable to reach anyone about resolving this issue. This is very frustrating as I am new to this area. I have not been able to find someone to help move the vanity inside my home. The only help I have been able to find is with a moving company that will charge me ****** to come out and move the vanity. I want this company to very promptly do the job I paid for and move the vanity into the house and upstairs. Mean while the vanity is outside. If it is damaged or stolen, I will expect them to pay for replacement of this item.

  

  Business response

  10/28/2021

  This complaint is in regards to Estes freight bill number ***********.  The payer to Estes is **** *****.  Any requests for services not performed will need to be made by **** *****.

   

  thank you!  

  Customer response

  11/05/2021

  
  

  I am not satisfied with the results of this issue. There is no excuse for leaving trash trash in my yard. I had to remove the pallets left behind. I was charged for disposing of them and damaged my car in the process.

  

  Business response

  11/12/2021

  If there is damage to your yard, please contact our safety dept at ************ *** ****

  Thank you

  Heather S****

  Estes Express Lines

• Initial Complaint

  10/26/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Estes received my freight delivery for my glass shelves and tops for my display cases. They called me on Friday, October 15th, a call that I missed, but they left a message and a number to call them back at. So on Monday I called the number and talk to someone and they scheduled my delivery of the items for Thursday, Oct 21 between the hours of 10-4pm. Well, come Thursday at 6pm still sitting in the shop no one delivered anything. Tried calling the same number from before and no answer, so I left a voicemail and left for the day around 6:30, 2.5 hours after we typically close for the day waiting for this delivery. I called again multiple times on Friday and again on Monday and again on Tuesday.... All the calls go to their hold line and put you on hold for about 45 min then they won't let you wait for anylonger after that and force you to leave a voicemail again. I then went to their website and submitted a ticket to get an update on my shipping items and I got an email back stating that they had no contact number on file for me, but yet they called my cell phone multiple times before. Anyways provided the cell phone number to them and they sent a message back saying to call that number to my local hub who has it to schedule delivery! THAT"S THE ENTIRE PROBLEM IN THE FIRST PLACE!! NO ONE THERE HAS ANSWERED FOR MORE THAN 3 DAYS!! So I emailed them back explaining my frustration with the situation and they just said they will forward the email over to them and have them reach out to me. I don't understand how they don't have a backend direct line to their hub for situations like this. Pretty ridiculous. So now I'm still waiting for my glass to be delivered by this terrible company and no one is calling me back and I can't get ahold of a single person at the hub where the item is. Tracking Number: **********

  

  Business response

  10/27/2021

  We apologize for any delay in delivery.  The local terminal is currently looking into resolving this issue and will be in touch.

  Thank you,

  Heather L****

  Estes Express Lines

  Customer response

  11/01/2021

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I still have yet to hear from the company and when I call the local hub it's still the 20-30 min of waiting then goes to voicemail and nothing ever gets returned!!!!
  
  Regards,
  
  ****** *****
  
  
  
  
  

  

  Business response

  11/03/2021

  Please contact your vendor for a replacement or refund.  In turn they will file a claim with Estes. We apologize for any delays.

  Thank you

   

   

• Initial Complaint

  10/20/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This company was supposed to ship a product to me from *** *** **** (A crib). Without any warning or reason, they completely derailed my package on 9/27 and didn't update anyone and did not notify anyone that the package was re-routed to a different location. The package has been labeled as "lost in transit" even though the company knows where it is at, and we are unable to retrieve our package causing massive delays in receiving our package.

  

  Business response

  10/22/2021

  Good morning,

  I can not locate anything in our system for this order, please provide the tracking number so that I can research.

  

  Business response

  10/27/2021

  We received written authorization to reconsign this shipment. Any questions should be directed to the 3rd party on this shipment, ****** ********** This shipment delivered to the address we were given on 9/29/21.

  Thank you,

  Heather L****

  Estes Express Lines

   

  Customer response

  10/27/2021

  You have now changed your story 4 times and counting. At first it was rerouted to California, MD. Now it's rerouted through a company. After a phone call I was just told it was actually delivered to NSD (the company that was in charge of delivering and installing). Estes refused to provide a copy of the receipt showing proof of signature (something that was required for this package).
  
  At this point it sounds to me like Estes is blatantly lying trying to cover their own tails and I just want my package. If I need to escalate this higher than this please let me know. This is completely unacceptable and the qmmount of blatant lies I have been told and differing stories is astounding as this point.
  
  
  Regards,
  
  
  ****** ******
  
  
  
  
  

• Initial Complaint

  10/20/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered something on 9/27 and the item was marked as shipped on 9/28 and would be delivered on 10/7. After two days past this date I reached out to the company who I purchased from and was given the Estes # to contact them about my shipment. We have spent countless hours on the phone, been told our order arrived to their terminal on 10/5 and now it is 10/20. We have been told we will receive a call back, and each day we never receive a call back. We then play the same run around day after day and they will not give us any information or updates. This is my last effort to get this resolved. I am currently typing this as I am on hold for the 3rd time(all on the same call, after being transferred back to the original people I spoke with). I want my item delivered or I want a full refund. This item was not cheap.

  

  Business response

  10/22/2021

  We apologize for any delay in your delivery. We will forward your information to the destination terminal.

  If you wish to cancel your order, please contact your vendor. 

  Thank you

  Estes Express Lines

*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. ↩