Estes Forwarding Worldwide

EFW received the delivery as to the door which does not require an appointment for delivery.  This was originally scheudled to be delivered 12.13.16 but due to the heavy snow, (more than 10 inches) the trucks were limited on the area  they could deliver.  Rescheduled the...

delivery  but due to the snow we had a delay in getting all the freight delivered in a timely manner.  Customer cancelled delivery on 12.16.16 due to the delays in getting delivered.  EFW does not handle any money between [redacted] & the customer, they will need to partner with [redacted] for a refund.

Revdex.com:
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.
[There was no response from Estes at all.]
Regards,
[redacted]

Revdex.com:
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.
1) EFW states in its response that the freight did not arrive on June 1, so EFW upgraded the delivery service and set a new delivery date of June 8.  Please provide documentation showing that I was notified of a new delivery date.
  a) In fact, EFW never emailed or called me between June 1 and June 8.  I called EFW each day between June 1 and June 9 and each time, EFW stated that the delivery would be made the next day.
2) EFW states that I signed for the delivery on June 10.  Please provide documentation that I signed for the delivery.
a) I never signed for the delivery.  
Regards,
[redacted]
EFW was not tendered the freight until May 26 and on May 27 customer called and changed delivery date to June 1.  The freight did not arrive on June 1 so EFW upgraded it from “to the door service” to “inside the door service” to be delivered on June 8.
Unfortunately, the freight was misloaded so it was not delivered until June 10.  The customer was made aware of the new date and signed for delivery on June 10 but the freight was damaged.  At that point the customer would have to work with [redacted] for resolution.
This is of course not standard practice for EFW but there happened to be several unusual issues with this one shipment.

This is the worst company by far. [redacted] uses this company to ship large items. I must say that they are very slow with shipment they're not delivering according to there tracking information. Don't understand why they have so many contact # but don't answer.

[redacted]
After reading through all the notes, we found that the claimant refused...

the couch twice.  EFW was responsible per the order for bringing the couch to the door, once the couch is refused the return process starts and the product is returned to the store she ordered from.  Ms. [redacted] would have had to reorder the couch from the store.  It appears that she may have reordered and the store used someone else to ultimately deliver.

Revdex.com:
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 , eference, details of the offer I reviewed appear below. This is not a true statement from them . The company tried to blame [redacted]. I made a three way call between [redacted] and this shipping company where they admitted they had a glitch in there program. [redacted] verified what they sent over at this time which was correct. Also this still doesn't address the second shipping flaw where I was told my couch would be here on the following Monday after their first screw up and Monday got here and no couch. Was told then that they didn't know if I wanted to cancel the order or not. I never stated a word about cancelling the order. Also asked to speak to supervis  And never got too. I needed this couch by a certain day because it makes into a bed. I ordered in time for it to arrive for my guest. After this shipping company was done screwing me around my guest had to stay in a local hotel which I paid for and we had no where to sit for two weeks. At this point and time I would like the cost of the hotel room back and more for my troubles. I did ask them to pay for the hotel at the first screw up and was informed they are just a shipping co. So to make me happy with this situation I want  a reimbursement of $85 for the hotel room and $75 a day for my disabled husband not having a couch to sit on. Total $1,135
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

Same for me as all the other horrendous stories about Targets' shipments through EFW. No need to bore you with the details, but suffice to retain they are bottom oozing pus.

I can't even give them a 1 but I will so it registers. I am not sure how this company is still in business. The worst, absolute worst service I have ever received. We had a delivery that was in Phx (where the delivery was to happen) Since Dec 8th- I called the company on many occasions trying to understand when it was going to be delivered as the tracking info said it was out for delivery since the 5th- and I hadn't rec'd it. They said it was a paperwork issue. I called repeatedly to confirm the delivery- finally on the 18th I requested a manager to find out where this delivery is and when it would be delivered. She said it would be delivered on the 19th- well that didn't happen. Called again, and she confirmed someone had it on their truck -(she had to coordinate) they did make it to our house on the 20th- but they delivered a fire place instead of the legs of a table. Not sure how difficult it is to look at the invoice and match it to the shipping box you are delivering, but apparently that isn't part of their process. I again, ended up on the phone on hold etc. They finally told me they lost the piece and would send to their escalation team. The escalation team called me- and said he would take care of finding this. He never called again. Needless to say, I didn't get my shipment- ever. They consider it lost and no one ever bothered to call me. Another table was ordered and of course had to be delivered by Estes Forwarding. Again, the delivery was scheduled for Jan 6th- I called to confirm it would actually make it that day. Surprised (not really ) we weren't on the schedule. I had a great agent in Virginia, Kristen or Christine- that walked this through and got it delivered. This company is seriously in need of some process controls. I will never buy a large product from Target again, just because of the shipping company they use. Ridiculous.

Review: I have been promised 4 times that my order would be delivered and yet another promise has not been fulfilled.

Lack of customer service and resolution.

Still do not have my order delivered.Desired Settlement: Delivery of Order and compensation for unfulfilled promises

Consumer

Response:

This has been resolved and needs no further action!Enjoy your day![redacted]

They called ME to make an appointment to deliver. They didnt show up after I took work off. They wont answer their phone. And they have the NERVE to tell me through my complaint emails that I never set the appointment up!! The delivery was set up already a day later than it was supposed to be, and here its a week later and still dont have my merchandise. This delivery service is TERRIBLE.

I order my daughters swing set from [redacted]. They hired Estes Forwarding Worldwide to make the delivery. I had no issues getting my order delivered. I spoke with Billy from their corporate office. He was a real pleasure working with.

I purchased a large order from a large retailer for a couch and was emailed immediately regarding my shipment. They provided me a tracking number and the website where I can track the status. Everything was panning out fine. Delivery date was set for today 9/12 between 8-6. I took the day off and cancelled day care to stay home. Around 12pm I get an email saying my delivery date has changed and to call the 866 number to find out. I called and spoke to a random lady. She was rude from the start of my call. I just asked for an update on my shipment as I had to take off work. She told me the email I received (which came from efwnow.com, that's their company) is not actually from them, but from the retailer and if I had issues on the updates to call them. This email was all from EFW. I was telling her about an email I got from them, and she says, "Thank you, have a good day." I had to tell her I didn't say goodbye, I was actually still talking to her. She proceeded to tell me in a rude voice that my shipment is marked for 9/14, between 1-5PM. She said my shipment doesn't need a signature so I shouldn't worry about being home, but considering a large box with "COUCH" listed on will be sitting in my front yard, I'm not going to let it sit there all day until after work. She stated she called shipping and found out the couch is still in the "origin" city (the website says it's in my town currently out for delivery), and that she told them they have to deliver it on Wednesday. I honestly don't believe that for a second, considering their website won't even show the correct information. This is honestly the worst company for deliveries and the number THEIR email provides to reach customer service is a joke. Be ready to deal with a rude representative just to figure out when your package will be in. I have worked in customer service for 8 years now, this was by far the worst experience and still have to juggle another day off for my package now. Hoping that won't change either.

Review: I placed an order for patio furniture through [redacted] on may 6, 2016 that was transmitted to Estes for delivery. Estes notified me via email that they would deliver the furniture on May 18th. I took the day off to be home for the delivery which never came. after multiple complaints to [redacted] and Estes I learned several days later that one of my packages was missing and the others had been delivered to a "neighbor" of mine. That weekend a women who lives about a mile away stopped by my house to tell me that Estes had delivered some of my furniture to her house. She got my name and address from the labels on the front of the box and came over as a courtesy and I picked up the furniture myself. I am trying to get the missing cushions from the lost box delivered but Estes keeps failing to show after scheduled delivery dates - offered no reason or excuse merely saying it will happen tomorrow.Desired Settlement: I would like them to deliver my replacement cushions that they were supposed to have delivered last week. I would also like them to at least extend me the courtesy of responding to my email inquiries or calling as I was told "Russell" would be doing to tell me when my package would arrive.

Business

Response:

Although several attempts were made to contact the neighbor, we have not reached him or received a return call. At this point there is not way for EFW to determine if the boxes were picked up as this would have been handled by [redacted].

Review: Hello,

I ordered a product from [redacted] corporation on 5/10/2016 and was notified that I would get delivery between 5/12 and 5/20/2016. I also was informed that I would be contacted from Estes Forwarding concerning my shipment. A couple days later, I received a phone call to schedule my delivery for 5/18/2016 between 8am and 6pm. I was completely fine with this. I made arrangements for my wife to take the day off work for the delivery. However, at 2:13AM on 5/18/2016, Estes Forwarding sent me an email indicating that the product was not going to be delivered on the 18th and that it was going to be delivered on 5/23. Upon examining the tracking information, my package was already in the local area, but wouldn't be sent for delivery for another 6 days. I called Estes Forwarding for an explanation, and all they could tell me was that it would not be delivered on the 18th. I am filing this complaint for a couple reasons. 1) My product is now being delivered after the delivery date sent from [redacted] Corporation. 2) The amount of notification of a late delivery is unacceptable. My delivery was scheduled over a week in advance and they notified me the day of the expected delivery of the delay. 3) Estes Forwarding made no attempts to resolve the problem due to their errors.

Thank you for your help.

[redacted]Desired Settlement: I would like to be compensated for the $60 handling fee associated with this purchase

Business

Response:

[redacted]Freight arrived late at the sorting facility on the 18th, which was the initial delivery date. We notified the customer via email of the delay at 2:30am on the 18th since we were already alerted of the issue. The freight was delivered on the 19th at 12:40pm. All payment for deliveries are handled with the store directly so we are not able to refund any money paid by the customer.

Review: I have been given 4 different delivery dates and called the company 3 times for an update only to be told another day. It's very frustrating and everytime you call you are on hold for at least 10 minutes. Plus hold time for them to call the delivering hub just for them to come back with no resolution.Desired Settlement: Delivery of my order and not to have to deal with them again.

Business

Response:

EFW was not tendered the freight until June 27 and it arrived at destination on July 1 and was given to the agent for delivery. The freight was accepted by the customer on July 1. Please keep in mind three days is normal transit time so EFW was not at fault on this shipment.

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.

The company is stating this delivery issue is not their fault. This is untrue. If I am calling EFW and they are updating me with delivery information it is in the company's custody although albeit not the particular delivery hubs custody. Also upon recieving this item 1) I received no phone call beforehand as promised 2) a very elderly unmarked man is an unmarked car (we live on a military base) 3) the item was badly damaged obviously by a forklift and the holes in the box were just taped over as if we would not notice. Unfortunately they are the same company to do the return/exchange and I let the agent know on the phone the box was damaged and needed to be repackaged. Upon the return agent picking up 1)I again received no call 2) again an unmarked person and car 3) and they had no packaging materials of any type. I am again awaiting the shipment of my exchange item [redacted] which after being told was the 6th of July we are now told to be the 8th. I am not confident in this. I just pray this time it's not damaged so I can look forward to never having to deal with this company again. Very unprofessional.

Regards,

Review: We ordered a swing set about a month ago and when we received it the box was completely ripped open and the company did not claim responsibility for this. We had pieces missing from the set as well. My husband called and they did not resolve this issue or call him back. This is the worst shipping company I have ever dealt with. I would like a refund on our shipping charges and for the pieces that were missing.Desired Settlement: I would like the shipping charges refunded along with the missing pieces we had to replace. Thank you for your time

Business

Response:

EFW was tendered the freight on 6.24.16. Freight starting in transit to destination but was mis-routed & ended up in Avoca, IA. Freight was located & sent to correct destination arriving on 7.9.16, and was given to delivery location. Delivery appointment set 7.15.16. Consignee called on 7.20.16 advising freight was missing pieces. On 7.20.16, Ms. [redacted] (Consignee) was told that she had to reach out directly to Walmart for any resolution as all payments including for shipping are handled by the store. Any type of refund or replacement pieces would have to be requested from them.

Consumer

Response:

This did not resolve my complaint. The company did not offer a solution nor accept responsibility for the ripped box and missing pieces.

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: When they received my information their system changed my city and state to somewhere in AZ not AR. Still had my name, phone and street address. When the mistake was supposedly fix was guaranteed Monday Del. Monday came no delivery. Was told that I didn't call back if I wanted to cancel. I never mentioned cancelling my order. Then next delivery date arrived still no delivery. After three weeks of waiting delivered with two forklift holes in the side of the couch. All I get from them is I am sorry. Ordered in time for guest to sleep on , since wasn't here they had to stay in local hotel 10 miles away. I will never buy from a company that uses this shipping company again. I work in a trucking industry and would never treat my customers this way.Desired Settlement: I do not eAt anyone else to go through the same issues I have. They falsely advertise.

Business

Response:

[redacted]When freight was tendered to EFW on 4-12, it was marked as going to Arizona instead Arkansas which caused the delay. Due to the restrictions placed on customers by [redacted], we could not change the address outside of the state so the claimant had to reorder. The reorder was placed on 4-21 and it arrived on time but damaged so it had to be returned. The freight ultimately arrived with no damage.

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 , eference, details of the offer I reviewed appear below. This is not a true statement from them . The company tried to blame [redacted]. I made a three way call between [redacted] and this shipping company where they admitted they had a glitch in there program. [redacted] verified what they sent over at this time which was correct. Also this still doesn't address the second shipping flaw where I was told my couch would be here on the following Monday after their first screw up and Monday got here and no couch. Was told then that they didn't know if I wanted to cancel the order or not. I never stated a word about cancelling the order. Also asked to speak to supervis And never got too. I needed this couch by a certain day because it makes into a bed. I ordered in time for it to arrive for my guest. After this shipping company was done screwing me around my guest had to stay in a local hotel which I paid for and we had no where to sit for two weeks. At this point and time I would like the cost of the hotel room back and more for my troubles. I did ask them to pay for the hotel at the first screw up and was informed they are just a shipping co. So to make me happy with this situation I want a reimbursement of $85 for the hotel room and $75 a day for my disabled husband not having a couch to sit on. Total $1,135

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

Regards,

Unfortunately [redacted] uses this shipping company for big items which will deter me from ordering large items at [redacted] again.
First the whole email system and website looks suspect - but ok [redacted] uses them so they must be half good. NOPE!
They sent me an email a week prior saying I had to be home from 8-6, fine whatever I made plans to do so. I check the status of the shipment throughout the day and when it goes to "out for delivery" I make sure I have my phone handy and when it's 530 and still no delivery I go downstairs to wait.
Finally at 630 I call to see where it is - it never made it on the truck BUT the status says it did! No update, no call nothing to tell me that. So customer service says - they will "try" to get it on the truck tomorrow and it will be delivered 8-6. WTF? Are you serious? So you want me to take another day off to sit around and "hope" you deliver my package?
Wow. Worse all around service ever.

Review: I placed an order with [redacted] on 5/25/2016 and Estes is contracted to delivery my order, tracking #[redacted]. My service delivery type was recently changed from "To the Door" to "Inside the Door" and I am ardently trying to schedule my delivery; however, the customer service team is non-responsive. I have called 6 times to schedule my delivery since last week. On several different occasions, I've been told that someone will call in 5-10 minutes, in the morning, before the close of business, and finally to call back at noon to get this delivery scheduled. I have yet to receive ONE phone call and this treatment is unacceptable. Hold times on the phone are very long...on average 10-15 minutes and the representatives are just giving me the runaround. Waiting to make a simple appointment is unnecessary and not a conducive use of time for all parties involved, EFW, [redacted] or myself. It doesn't reflect well on EFW either, as I am poised to recommend that [redacted] find another shipper ASAP and drop EFW altogether. I just want my delivery scheduled...promptly and without delay. They have my order in their possession, now schedule the delivery and bring it to me.Desired Settlement: Call to schedule my delivery to occur before the week's end ASAP.

Business

Response:

Ms. [redacted] upgraded her service on 6/3. On 6/7 she made an appointment for 6/10. The shipment was delivered at 10:44am on 6/10. I realize she was placed on hold for longer then she wanted but we are in the middle of our busiest peak time since we have been in business. We have hired 10 new people along with temporary employees and offering overtime in order to keep up with the workload. We are hoping that over the next week or so many of our call times and issues will be greatly reduced.

Consumer

Response:

Hi, [redacted],My apologies for the delayed response; however, I was not aware that my previous reply was not transmitted last week.Although my sofa was delivered...it was certainly to my dissatisfaction. "White glove" service delivery inside of my front door did not occur. The same delivery man from the week before arrived alone AGAIN and supposedly 'phoned' a staff team member to meet him at my address to help him deliver the sofa indoors. After 45 minutes the additional delivery man still had not arrived, so my husband simply assisted the sole delivery man by carrying the sofa indoors.It was an imperfect solution to Estes unprofessionalism and rude tactics. I made more than a dozen calls to get something so simply accomplished and it wasn't until I made this complaint that "mysteriously" Estes scheduled my delivery without haste. [redacted] should definitely find another shipping carrier for these type of orders. Estes sucks...sorry to be so blunt, but it's the truth.If you need any additional information, please do not hesitate to contact me.With kind regards,[redacted]

Review: I ordered furniture from a popular online store. They use EFW for delivery. Purchased made 5/29/16. Received delivery confirmation email to be delivered 6/8/16. They were a no show. You call to try to speak to someone, takes 10-20min on hold everytime you call. They moved the delivery back a week to 6/1316. No show again. I call again, said they couldn't find both pieces but now they had them so would be delivered the next day, 6/14. Again, no show. I call, again, say they lost a piece. They'll deliver the piece they do have on 6/15. Again, no show. I call again, they're going to make a "special delivery" on Saturday. Again, NO SHOW. This company is an absolute joke. Anyhow, every time I call, they say it will be here the following day. It is now 6/22/16, and I'm certain my furniture is not going to show up today. Ready to cancel my order and buy from a different company. Nobody should EVER use this delivery service!!

Business

Response:

This shipment was unfortunately delayed for about 2 weeks due to a series of issues but was ultimately delivered on 6/23 at approximately 4pm.Our records indicate that it was scheduled for 6/9 but a piece was missing that showed up on 6/10. [redacted] prefers for the whole order to be delivered when possible so the delivery date was moved to 6/13. It was placed on the incorrect trailer at the warehouse so a new date had to be set which was 6/18.On 6/18 a driver called in sick at the last minute and despite efforts to utilize another driver, one truck did not go out that day and it was unfortunately the one with this shipment on it. The next date scheduled was 6/23 and the shipment arrived on time. Cheryl B[redacted], VP, Legal Affairs and General Counsel