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Estes Express Lines

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Estes Express Lines Reviews (168)

Estes Express Lines Truck, Tennesse [redacted] RICHMOND, VA - [redacted] broke my windshield on 08/27/2015. This company is very irresponsible they did not take responsibility to pay for the damage and/or replace it.

Reading all the other negative reviews was like déjà vu. Horribly ridiculous delivery company. Why one of the largest retailers would use this company is unbelievable to me. I ordered a pool on 7/7. According to shipper it arrived in Seattle 7/9. I was supposed to receive an email to choose a delivery day. After a week I started poking around in the details of my info and found a link to schedule through. Closest day 7/17. That day came and went. Called, it was somewhere at the warehouse... could I pick it up? Yes. Called warehouse, can't pick it up its loaded on truck for delivery. WHAT? call tomorrow. Called next day... they can't find it. Maybe it was transferred to our sister company because they were so backed from 4th of July weekend. Called sister company they didn't have it either. Maybe its in transit. Online chatted with the retailer. They'd refund me if it didn't show up or 10% off if it did. They had problems reaching them as well, didn't get any more info than I got. I called shipper back next day, they had it. Throughout this whole time I was told at least 5 times someone would call me. No one ever did. Finally received 7/23 3 hours past the 4 hour window. The first warehouse pool arrived at was 20 miles from my home. They transferred it to another shipper 95 miles away. The delivery guy was very nice though and took the pool down a steep dirt hill right to where we wanted it. I thought having a 150lb pool delivered would be easier than picking up in store. WRONG! I'm so happy shipping was free and pool was half price. I will stick with my prime membership from now on.

We will need an Estes pro number (freight bill number) in order to investigate this complaint.  If a shipment has been lost for [redacted] customers, they need to contact [redacted] for a replacement or refund and in turn [redacted] will file a claim with...

Estes.Thank you,
Heather W[redacted]
Estes Claims Dept.

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it...

before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]. 
Regards,
[redacted]

Apology accepted. I will refuse to do business with companies that use Estes for my deliveries.
[redacted]

This complaint is in regards to Estes Claim #[redacted].  After review I have noticed that we have settled this claim with the customer for a compromise payment.
We consider this matter closed. 
Let me know if you have any questions.
Thank you,
[redacted]
Claims Supervisor

Original PRO number for the lost/stolen/never received shipment: [redacted]
PRO number for the replacement shipment (which I picked up yesterday at the Estes terminal in Washington PA, to avoid having the delivery agent handle it again): [redacted]
[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].
Regards,
[redacted]

Worst Service ever. Ordered from Build.com 23 pieces. First piece came from USPS 2 days later. other 22 not so much. They used Estes. I got an immediate "shipped" notification. Almost a week later I got a tracking # saying the shipment was in their Delaware warehouse (I am in eastern PA, half hour away.
5 days later I called and got a 4 phone call, 3 person runaround that ended in a lot of "not my fault". Supposed to get a call today to "Schedule" meanwhile my contractors are sitting on their hands.

Review: Estes' office at 4040 N General Bruce Dr, Temple, TX 76501 showed up today to deliver my son's swingset which cost me $2,000 and consists of 800 pounds of boxes. Upon the arrival of ONLY one employee to drop off the 800 pounds of boxes at my home, my wife asked the delivery guy to set the boxes in our garage. It was raining and there is a slope down to our garage. The delivery guy said he didn't feel comfortable trying to haul all 800 pounds on his own down the slope because his dolly was in poor condition. My wife talked to his supervisor, Tammy [redacted], if she could have two people come out or just reschedule when it the weather permitted. Tammy was very rude and very unprofessional. She said that it wasn't her problem that the driveway had a slope or that it was raining or that our order consisted of 800 pounds of boxes (a job too big for 1 person). She went on to say that she was going to have her delivery guy dump our boxes in the street in front of our house in the rain which would ruin the product. She also went on to say that if we refuse the delivery, she was going to charge us again for another delivery fee. The delivery guy was very apologetic to my wife as he admitted that Tammy, his supervisor, was being unreasonable as he told her that his dolly was unsuitable to handle this type of job especially all by himself. Now, I still don't have my son's $2000 play set that we ordered over a month ago because Tammy, the supervisor, refused to execute her job. I'm not sure how or why Tammy has a job especially as a supervisor at this company. Management needs to be put on notice of her and how she's handling issues with her customers. She's giving Estes a very bad name around Austin, TX.Desired Settlement: I would like my order to be delivered by Wednesday with the proper number of employees to handle the delivery. I would also like a refund of the delivery charges. I should not have to go out of my way to file a complaint in order to receive a $2000 order that I have already paid for. If the boxes are damaged, I want a full refund and I want my order with Sam's to be reordered and paid in full by Estes. I would also like the supervisor, Tammy, to be reprimanded, placed on unpaid leave or terminated immediately. She is unfit to handle that role if she treats her customers this way. Absolutely unacceptable behavior.

Business

Response:

This complaint is in regards to freight bill number [redacted]. We apologize with any problems with delivery. As far as a refund for any freight charges, that would need to be taken up with the vendor as they are the paying party to Estes.I will have the terminal manager contact Mr. Wilson to discuss delivery of the freight.Thank you, Heather W[redacted]Claims Dept Estes Express Lines

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: I have been helping 24e on damage claims processing improvements. Attached is info on an ongoing claim where a Shipping Contactor – “Case Shack” used a third party shipper “Estes” to ship 4 ea. 24e products to a very special client in Annapolis, MD. The client Randell Kell received a special at cost purchase on these products due to his gross purchases with 24e and outgoing design work.

On May 17, 2016 the shipment of 3 stones and 1 statue arrived damaged. Mr. Tell declined the shipment, and the items were to be returned to the 24e warehouse. On June 7, 2016 a pallet arrived with only 1 ea. XL Stone on it; lost were 2 stones and the statue. The third party shipper stated we signed for all on pallet and full weight 550 lbs; not true – discrepancy immediately reported. Again, only 1 stone arrived back at warehouse. The missing items are cool products – highly pilferable. The claim was denied by Estes; processed as damage, not lost in accordance with company guidance.Desired Settlement: We would like the lost -- one of kind items return. We believe Estesr search and investigation was inadequate. If items were lost or pilfered, then we want the return of our cost.

Lost:

(1) Neptune Statue. Heavy Concrete Composite; Aged. Cost. $2500 *Our cost; reduced for special client.

(2) Lingam Stones 1 ea. Giant Stone, Cost $275. 1 ea. XL Stone, Cost $175. *Our cost; reduced for special client.

Total Loss: $2500, $275 and $175 = $2950.

Attached: All supporting documentation from 24E, Carriers and pictures.

Business

Response:

Our records indicate this freight was signed for with no shortage exceptions on the return pro number. Based on that information, the claim was declined.Thank you,Heather W[redacted]Estes Express Lines

Consumer

Response:

Dear I have reviewed the response made by the business - Estes Express in reference to complaint ID [redacted], and have determined that this response would not resolve my complaint. For your reference, details of the offer I reviewed appear below and have attached supporting documents.Again, it is unacceptable for Estes to just deny that only 1 of the 4 pieces was returned after the customer did not accept. We in good faith - signed for only 1 piece; have only 1 piece -- so where our other 3 one of a kinds pieces? Where was the search and investigation for the missing items? We want our items back or our at cost money returned:Lost: (1) Neptune Statue. Heavy Concrete Composite; Aged. Cost. $2500 *Our cost; reduced for special client.(2) Lingam Stones 1 ea. Giant Stone, Cost $275. 1 ea. XL Stone, Cost $175. *Our cost; reduced for special client.Total Loss: $2500, $275 and $175 = $2950. See pictures.We certainly will not use Estes services again, and have informed our peer networks of issue. Additionally, we, have reported the issue to Case Stack the initial logistical contractor who used Estes; and they also stated they won't use Estes again due to these missing items.Regards,[redacted]

Awful customer service. 3 to 4 ship days turned into 9.
No call backs, no responses, could care less attitude.
Awful company

Review: I called the Richmond, VA headquarter of Estes on 5-27-2016 and booked freight from KSB in Richmond, VA to our customer in Miaimi, FL. The customer service agent provided a freight quote (#[redacted]) and asked that I email her the bill of lading, which I did (sent to [redacted] Without my knowledge, the Estes customer service agent did not forward my bill of lading to the driver. KSB issued one on the spot to get the freight out of its warehouse. Estes proceeded to deliver our shipment to Hammond, LA and did not call to let me know it was there. Once my customer called looking for it, I tried to have Estes deliver it correctly. They over-charged me for the mis-shipment and are trying to collect more money to deliver the freight correctly. The [redacted] office manager, Vicky, was rude and ugly on the phone. Kurt M[redacted] of the [redacted] office was rude and dismissed this serious issue. Lesley at the main customer service lied about receiving the bill of lading and my customer still does not have his equipment. My company will never do business with Estes again, nor will we allow an Estes truck on or near our premises.Desired Settlement: We would like Estes to deliver our freight to the customer at the price and conditions specified in our original bill of lading sent via email on 5-27-2016 to [redacted]

Business

Response:

Please contact our overcharge claim dept at [redacted] Thank you, Heather W[redacted]

More of the same poor service: I ordered a Kayak from [redacted], and they used Estes Express to ship it to me. [redacted] told me in an email to contact the Mobile, Alabama Estes Express office in order to schedule the delivery of the Kayak (it was required that somebody be present and sign for the delivery). On June 17th, I spoke to a lady at the Mobile Estes office and she scheduled the delivery for June 21st between 1:00 and 5:00 pm. So, I took a half day off work and waited at home on June 21st until 4:50 pm. At that time I called the Mobile Estes office to check on the delivery. The lady confirmed the scheduled delivery date on their books, but then told me that they didn't even process the kayak thru their Mobile warehouse until noon that very day, and that it couldn't go out for delivery to me until tomorrow (the 22nd). So, I asked her why nobody called me this morning to let me know so I wouldn't waste a half day of leave from work. She didn't have an answer, and didn't even offer an apology. So, I had to ask her: if I had been her mother, would she have called me to let me know, or would she have let her mother waste half a day of leave as well? She didn't say anything... ...and that's it people; a company that treats it's customers the same way it would treat family deserves 5 stars. Companies that don't care aren't worth [redacted]! The only reason I gave Estes 2 stars is because the Estes truck driver was nice enough to help me carry the kayak from the street to my house, and that was nice of him.
As far as [redacted] goes, they had the kayak that I wanted at the very best price. And they had a great instructional video on what to expect, and how to handle the shipment, etc. But, I hope they use their power to influence the business practices of Estes, or else use a different shipper.

Review: I was suppose to pick something up from their location Friday(because the rude woman on the phone said they wouldn't deliver it that day, although their website said it was due that day) I decided to come pick it up. She made sure to tell me "AFTER 4pm" I get up there around 4:15pm go to the office, they tell me to drive around back and wait.... 10 minutes, nothing, I go back in and ask if they're waiting for me to sign anything or what not? No, they're looking for your package. One and half hours later, the come back and say they can't find it. It's a 6' Vanity, some some little package... I don't understand. The manager says he'll call me Saturday when they find it. Saturday comes, I call in about 11 to see if they've located it. No answer on hold for 10 mins and then leave a message. No return call at 2, so I call back and at the same time get on line and chat with [redacted] (place I ordered the vanity) they too get on the phone to Estes. we're both on hold. I'm on hold for One hour and thirty one minutes and their system comes on and says, sorry and hangs up. [redacted] finally gets on the phone with someone in Richmond VA.. I'm in Kansas City... he then calls and says he's called all of his managers in KC. One finally calls me back and says they've "lost" the vanity, and they have over 100 trucks to go through, I know he hasn't been looking for our vanity, it's only been 20 minute since I've talked to the guy in VA and HE told me nobody was at the warehouse in KS after 2pm on Saturday, so I know the guy is just lying to me. I had rented a dumpster from Olathe because we would need it to throw the old vanity away. it is to be picked up today and we'll have to re-rent it when/IF we get the vanity. Their website and customer service should not tell us they will deliver, or have our order IF they don't have it, people schedule around that. Even took the day off to be home, but NOPE they won't deliver the day the web said it would be there.Desired Settlement: I want our vanity. I want it all in one piece, since this experience I've done some research and they have a history of breaking things. This vanity has a glass top, a 6 ft long, 3 ft tall mirror. I have yet to see it, or hear they located it. And I would like them to reimburse us for the rental of the dumpster ($60) because it was rented based on their arrival date.

Business

Response:

We apologize for any problems with this shipment. [redacted] files the claims on behalf of their customers. Please notify them and in turn they will file a claim with us.Thank you,Heather W[redacted]Claims Dept.Estes Express Lines

Review: I bought a shed through [redacted] on April 7th. It was suppose to be delivered on April 18th. No one called on that day to tell me there was any problems. After the delivery window went by, I called the company to see what the problem was. They told me that they don't have a truck big enough to delivery it and a third party will do it. I contacted [redacted] many times to see if they can do anything. Nothing really was solved. Last Thursday. I returned a phone call form Estes. During that phone call a time was set up for Monday May 16th between 4 and 6. No one showed up again. So I called them and wanted to know what was going on. The person told me that they didn't know about the date that was set and didn't know what was really going on with the order. So I called the main office, same results. Told I would get a phone call the next day to set up another delivery time. I ended up getting a phone call later that night. The lady told me that my order was moved cause I new address was given. And that I would have to wait until Saturday the 21st and I don't have a choice in the matter. I was also told that there was a delivery attempt on April 27th. Which there was no phone call and attempt at anything. The lady on the phone was rude and pretty much hung up on me. I've been waiting for a month for this order and no Have to wait even longer. During this whole time I was contacted twice last week. I am getting annoyed that they haven't delivered my order or do anything to make it right.Desired Settlement: I feel that they should delivery this order before Saturday. They should also refund the price of the order or at least 50% of the cost. The order was $850. I've been waiting over a month and they haven't done really anything to keep me in the loop. When they missed two delivery attempts and tried to make up a third.

Business

Response:

Please advise Estes freight bill number so we can investigate the complaint.Thank you,Heather W[redacted]Claims Dept.Estes Express Lines

Business

Response:

In regards to pro number [redacted], again we apologize for the delay. I will have the terminal manager reach out to you in regards to delivery.As far as a refund for the product, you would need to contact your vendor for any compensation. In turn, they will file with Estes.Thank you,Heather W[redacted]Claims DeptEstes Express Lines

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]I should not have to go through [redacted] and then they go to you and then you go back to [redacted]. And I do have a complaint in with [redacted]. Even though this is your fault.

Regards,

Review: Estes was to deliver a shipment to our home on 10/2/15. We ordered and were expecting an ice making machine. After waiting all day, we were told that the delivery was cancelled. We were told that the delivery was going to happen the following week. On 10/3/15, we were told that the delivery driver was ON HIS WAY to our home with the delivery. The machine arrived that day. The driver dropped off ONE pallet which contained a neatly wrapped ice machine. It was the end of our season, so we decided not to open the pallet until the start of the 2016 season. Fast forward to Mar/Apr 16. We unwrapped the machine and got ready to start making ice. (We are a shave ice vendor.) We called the company that sold us the machine for help and were basically told that we should be able to just plug up the machine and get started. Further conversations revealed that there should have been another pallet delivered with 390 pounds of [redacted]. The company did in fact ship the [redacted]. The problem is the [redacted] was NEVER delivered to our home. After digging around we found the invoice of the shipment in Jun 16. It did not contain my signature. These words were handwritten on the invoice: "signed by: [redacted] 10/03/15." That was the exact spelling of Walker as shown on the invoice. We found out from Estes that the pallet of [redacted] was returned to the transit terminal by the driver, a message they received in Jan 16. We were NEVER notified that a partial shipment of ours, an item we PAID FOR, had been returned to an Estes facility. Nor did the overage reps at Estes attempt to offer a solution. The rep sited deadlines for filing a complaint as the reason that no attempt would be made by Estes to somehow redeliver the [redacted]. There are also those at Estes claiming they have never seen the notes re: the location of the pallet of [redacted]. Why was a delivery that was pushed back a week all of a sudden on its way the next day? The answer to that may solve the [redacted] mystery.Desired Settlement: WHERE'S THE [redacted]? We had never owned an ice machine, so we really did not know what to expect. While we do recognize our actions as being part of the problem (careful inspection of the documents and the shipment, perhaps inspecting the shipment sooner), we also recognize that Estes clearly made a mistake. We would like for Estes to produce the [redacted] that was not shipped & deliver the pallet to us OR purchase & deliver 390 lbs of [redacted] if they cannot find the original pallet. Some honesty regarding the original pallet would have been sufficient in maybe compromising for redelivery at some cost us, but I personally feel that Estes should be responsible for making us whole. We would also like to know why a cancellation until the next week suddenly turned into a surprise delivery for the next day. That would perhaps shed some light on the whereabouts of the [redacted], maybe at the time of the originally scheduled delivery (10/2) and the time of the actual/surprise delivery (10/3).

Business

Response:

This complaint is in regards to Estes claim #[redacted]. Transportation law stipulates that a claimant has 9 months from date of delivery to file their claim. The shipment delivered on 10/3/15 and the claim wasn't filed until 7/14/16. It was declined based on the fact it wasn't filed within the time allowed.Thank you,Heather W[redacted]

I had a 55 gallon drum being delivered and called Estes Trucking to provide all the details for my delivery. I asked that the truck have a lift and explained the delivery situation and then scheduled the delivery. First delivery date Estes Trucking was a no show and no phone call. Second delivery date they show up with a truck with NO lift so they cannot get the drum out of the truck, Third delivery date they are again a NO show. I called to re-schedule and they told me they would call me back when they figured out where the drum was and why it was not delivered. I needed the product 5 days ago. I went to great lengths to make sure they had every detail to make sure this was a smooth delivery. It's been 5 hours since I last spoke with Estes Trucking and they still cannot find my 55-gallon Drum.

I ordered online and I guess the company had to get a 3rd party delivery service, because my items were big. Well, the freight was lost. I started to panic but was able to get a hold of the the freight company, Estes Express. It took a while, but the lady I talked with was unbelievable!! I think her name was Carolyn B[redacted] (I asked her, but I'm not sure the spelling). She is based in [redacted]. She was amazing. She personally walked and check the trailer and she got back to me quickly. She was so understanding and her demeanor kept me calm. I will be sure to use Estes again and tell everyone who needs freight delivered, because of Carolyn. She was funny and a pleasure to talk to. I knew my stuff was in good hands. She even gave me a follow up call to make sure everything was ok, when it was finally delivered. She is a great asset to the company.

Review: We shipped a pallet of goods out on 5-31-2016 the pallet arrived at our customers location destroyed. It was not even the same pallet or packing material we used when it left our location. We were NEVER notified of the issue by Estes itself. I can't even believe that they would deliver something that looked the way it did. We take pictures of our freight before it leaves our warehouse. I filed for a claim thru Estes Claim# [redacted] for the damaged freight valued at $825. After a few months of emails (not responding to them on their end) and un-returned phone calls they finally sent a settlement offer at .10 a pound for the product that shipped. So they expect us to accept $63 as a settlement for $825 worth of product that THEY destroyed. We have pictures of before and after but they denied our claim. How is this possible? It was noted by our customer on the BOL when received and he took pictures while it was still on the truck. the PRO# is [redacted]. Frustrated with their lack of professionalism and lack of communication. This should have been resolved quickly!!Desired Settlement: Full refund of the Damaged Product that THEY destroyed.

Business

Response:

This complaint is in regards to claim #[redacted]. We have contacted the broker for this shipment ([redacted]) and have sent a settlement proposal. They will be in touch with their client.Thank you,Heather W[redacted]Claims Supervisor Estes Express Lines

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Yes, we received the settlement offer yesterday for .10 a pound which equals $63. That is unacceptable. Unless you have sent another settlement offer on your behalf to [redacted] today?

Regards,

The operators that take your order for a pick up sound like they are sleeping when you can even halfway understand what they say. Half of the time I get put on hold and noone ever comes back to the line. I get hung up on an average of 2 times a day before I actually get someone to take my order. Keep in mind I use this company everyday for my business!!! The drivers are the best part about the company, they are normally very helpful and and always courteous, I like dealing with them. Your operators and your Dispatch have serious problems with customer service though.

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Description: Trucking, Moving & Storage Company, Moving Equipment Rental, General Freight Trucking, Local (NAICS: 484110)

Address: 1112 Key Rd, Columbia, South Carolina, United States, 29201-4737

Phone:

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Web:

www.estes-express.com

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