Estes Forwarding Worldwide

Absolutely horrible, They scheduled a Thursday delivery with a 4 hour window. After 5 hours I called them and they didn't seem to care, said that they didn't even have my shipment yet. Scheduled again for the following Monday after a big fight once I realized it was in their warehouse Friday. It's now Monday and my five hour window is up and they still haven't delivered. I had no choice in choosing this shipping company but if they ever come up again I will NEVER use them. The 3 people I talked to were rude and I'm quite certain they are purposely missing my delivery because of how pissed I was last week.

Review: I ordered a [redacted] from [redacted]. I scheduled the delivery for Friday, July 10 between 10 AM and 2 PM. At 1:30 PM I was contacted by EFW informing me that the package had been lost and I should contact Wal-Mart to see how to proceed. I contacted [redacted] and the customer service rep Bradley put in a rush order for the same swing set to b e delivered in 1 to 2 business days. I received an e-mail at 8:10 PM stating that the order had been canceled and I should contact EFW since the item was not lost and to reschedule the delivery. I contacted EFW to reschedule and they told me that I item was lost. I then contacted [redacted] asking why they canceled the order. [redacted] did not know why. [redacted] contacted EFW and verified that the swing set was lost. The [redacted] customer service representative told me that he would have to wait until the order was fully canceled to re-authorize the replacement. He then informed me that my credit card would be refunded in 5 to 7 days. I spoke to the supervisor at [redacted] and she told me that Wal-Mart would give me a 20% discount on the swing set if I chose to re-order it. I asked her if [redacted] could waive the shipping cost. She said no since it was EFW that set the shipping cost.Desired Settlement: If the item is found I want it to be returned to [redacted]. It is my belief that someone stole or is working to steal a high dollar item. I also want for the company to cover the shipping cost if I decide to reorder the swing set.

Business

Response:

Unfortunately EFW realized the shipment was lost and we contacted the customer on the 10th to let him know that we would try to track it down and in the meantime he would have to make arrangements with [redacted] for a replacement. We then found the shipment on the 16th and were informed by [redacted] to return it to them so we did. From then on the customer was told he had to make any further arrangements with [redacted] including any type of waiver for shipment costs. I read in the complaint that the Supervisor at [redacted] said EFW was in charge of the shipping cost but that is incorrect. [redacted] is in complete control of the shipping costs and are the only ones who can waive them. Although we feel terrible about the situation, every so often shipments do get lost and in that case the customer is contacted and told to reach out to [redacted] so that arrangements can be made for either a refund or a replacement and EFW follows the instructions of [redacted]. I understand the customer did not want the actual shipment once it was found and had his card refunded for the full amount. He was promised a discount if he reordered and now he wants the shipping costs covered if he does in fact chose to do so, which is understandable but this can only be authorized by [redacted]. The shipment was lost by accident and EFW did everything it could to find it and then followed the instruction of [redacted] which our contract requires us to do. We also timely notified the customer and instructed him what to do. At this point we cannot do anything further about money as only [redacted] can waive the shipping costs. Unfortunately, the customer spoke to a Supervisor who did not understand who controls the shipping costs. Because EFW does value its customer service I reached out to the customer here and spoke to him about the incident. I apologized for our part in it and let him know I will be reaching out to the Supervisor at [redacted] and the person he spoke to at EFW who he said could have been nicer to him. I will track down and review the call and address the employee if necessary. Again, we value our customer service and will do everything we can to fix this so it does not happen again. The customer said there is nothing more we can do and that he appreciated the call I know this is a little long winded but we do pride ourselves as a very good company that goes above and beyond for its customers. Unfortunately mistakes do happen but we cannot control [redacted] and did the best we could in both situations to keep the customer aware of the situation. Please let me know if you have any additional questions and there is anything else you need.

Consumer

Response:

[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.]

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,

Terrible company. Ordered an Eliptical from [redacted] who uses this delivery company. I live in a secured apartment building on the 4 th floor with elevators. [redacted] assured me they would bring Eliptical to my door inside building. Got an EMail from Esres assuring me an in home delivery. Day of delivery was between 1pm and 4 pm. Driver calls at 1045am stating he was at complex but I did not hear phone ring. Left message. I called him at 11am and he was rude. On his way to another place. He also stated he would not bring inside building. For hours I was on the phone with [redacted] and Estes manager only to be told they would not bring up to the 4th floor. [redacted] argued with them stating that it was agreed upon they would. I finally canceled the order. Did not want to deal with these people. Disorganized and every single person I spoke with was rude. Terrible company.

THIS COMPANY LEFT MY 82 POUND $350.00 CRIB , BOUGHT AT [redacted], AT MY BUILDING ENTRANCE ON 8/12/15, WHEN IT CLEARLY STATED IT WOULD BE DELIVERED ON 8/17/15. LANDLORD HAD TO CALL ME AT WORK SO I COULD COME HOME AND TAKE CARE OF THIS PROBLEM. THEY ARE VERY IRRESPONSIBLE AND [redacted] SHOULD USE THEM FOR DELIVERY SERVICE OR ANY OTHER COMPANY FOR THAT MATTER.

Review: I ordered a couch for our business. I received an email from EFW on 02/21/16 reminding me of the delivery on Monday 02/22/16 between 8am-6pm. At 5:29 PM on 02/22 when I hadn't received the couch I called [redacted] called EFW and told me the delivery guy was 15 minutes away. I waited until 6 PM (when my business closes) to call [redacted] back. I said if they are no close then please reschedule the delivery. [redacted] to us yes they'll delivery it tomorrow and they'll call you before. Monday evening at 9 PM, I received a VM from Beth at EFW. She said the couch will now be delivered Wednesday 02/24/16. Wednesday morning I get a call from EFW and they say the couch will be delivered by 5 PM. I waited until 5. I called EFW and Beth claims on her end the delivery was already made on Monday. No true. She calls the delivery guy he says 15-20 minutes. I called [redacted] and [redacted] contacts EFW again and at this time they tell us the delivery guy says maybe 6:30 or 7 PM. But he's not sure. So at this time NEVER having received the couch we decide to cancel the order.

I have proof on the EFW tracking website that it states the delivery was made on Monday at 6 PM. That is a lie. I never received the item. And now I can't even get my delivery charge back.Desired Settlement: I want the $40 delivery charge refunded

EFW to stop claiming false promises on the website about accurate delivery services.

Business

Response:

I spoke to my operations team at EFW about this shipment (Revdex.com# [redacted]) and they indicated that our delivery agent made an error in the system by making the item as delivered to the house when it really was just delivered to the closet distribution center. By the time it was actually routed for delivery the customer had cancled the order and EFW sent it back to [redacted]. Unfortunately, out of all the shipments EFW handles, agents do make mistakes some times and I apolgize for what the customer had to go through. EFW however does not accept money from the customer so any delivery fee would have to come directly form [redacted].At tihs point there is no more EFW can do but apolgize for the confusion on the site and the fact that customer never received her item.I can be reached for any questions at [redacted]Thank you, [redacted]

Review: Placed an order through [redacted]. Received an email from [redacted] on 2/13/2016 that my order had shipped. Received an email from Estes on 2/16 with a tracking number. The tracking number stated that my item was picked up from origin facility. On 2/21 Estes emailed to say my item would be delivered tomorrow (2/22) between 8:00 and 6:00. Never showed up. It is now 2/29 and no one can give me an answer on where my package is. I have called Estes every day since then. Every day I was told the same thing, call back tomorrow they are backed up in Atlanta. Spoke with a supervisor Saturday who said he would contact the Atlanta hub to do a dock check to try to locate my package and he never called of course. Every single customer service rep I spoke with called The Georgia hub and gave me the same answer: "They are backed up and there is no way to tell if my package is existent or not." Over the last 2 weeks I have watched the Estes online tracking for my package change from "picked up" to "in transit" to now nothing but still stating a scheduled delivery for 2/22. Obviously that date has come and gone. No one can give me an answer if my package is there or lost. They can't even confirm if it was picked up!! Even though tracking said it was picked up. Very poor service. Noone has even been able to do a dock check for this package at this point! There should be better protocol for dealing with these situations. I will not order furniture or any large items through target.com again due to them using Estes for their delivery carrier. I do not trust this carrier. Reading other reviews of this company only makes me less surprised that this happened. With all of my online purchases I have never had a problem until now. I have always used fedex or UPS. This is my first experience with Estes and I will be sharing my feelings and story with all whom I can reach.Desired Settlement: Someone to take the effort to try to locate my package or tell me it is lost so I can order a replacement that I will unfortunately have to use Ested to deliver unless I can hopefully convince [redacted] to use another carrier.

Business

Response:

Regarding this shipment, EFW was instructed to pick up in Georgia but the freight was actually located in SC. This caused a delay at the beginning due to the way packages are sorted. However, the package was delivered and signed for on March 9th. Although this may have caused some inconvenience to the customer, we feel we have done everything we can at this point according to the customer’s desired settlement. Please keep in mind EFW handles thousands of shipments a week and delays like this are very rare. Please let me know if you have any questions.Thank you.

Consumer

Response:

[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.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find this is resolved!

Regards,

Horrible, horrible, horrible. Horrible delivery schedule (never got my package after taking off work three different days for it to be delivered). Horrible customer service, all people we talked to on the phone were rude. Horrible that the company we ordered from decided to use this company to deliver package after it was transferred from UPS.

This delivery company left an 82 lbs crib at the front gate to a 404 unit complex. They claimed they left it on my porch. I don't even have a porch!! They never contacted me to ask questions of delivery or see if anybody was home. I am 7 months pregnant and absolutely can not carry an 82 lbs package all the way back to my home. They are unprofessional and should never been used. I will now never order anything large from [redacted] as they employ this company. BUYERS BEWARE.

Review: I ordered an item from [redacted] and was given a deliver by date of July 20th. I was sent an email from Estes that they would contact me to schedule a delivery time. When following the tracking info the item arrived in Portland Oregon on the 19th. On July 21st when I still hadn't received any info on my delivery I sent them an email. I then received a generic automated response that repeated the original email message. When I sent a second email I received an email that said that they never gave me a deliver by date and that it wasn't their fault. On the 22nd I finally received a scheduling call; when asked why this item wasn't delivered on the 20th, I was told that they never know who's contacted who or who's done what. The delivery scheduled at that time was for the 23rd from 9 am - 1 pm. It's now 5 pm on the 23rd with no delivery and no communication. This was a time sensitive item that has caused major heart & head ache on my end. I had to rent a tractor to move this item that is large and since it didn't arrive on the original date I had to rent it again. I'm out $300 dollars and still haven't received the item. Not to mention that I rearranged my entire day to accommodate their scheduled time that didn't happen... What am I suppose to do now?Desired Settlement: They need to deliver said item in a reasonable time that shouldn't affect my schedule any more than it already has, and they should lose their contract with [redacted] as they obviously do not know how to communicate. They should also pay for my extra tractor rental since they did not deliver!

Business

Response:

I spoke to my operations team and was informed that we were told by our agent that the original shipment date was not going to work and the new time was set for the 23rd from 9-1. EFW conveyed this to the customer and then the driver arrived at 8:30. He also called the customer and received no response. Although the time was set for 9-1, the driver felt he was doing the customer a favor by making them the first one on the stop. When driver contacted the customer later in the day the shipment was refused. We then contacted [redacted] who instructed us to return the product as they had already refunded the customer. We do not feel there is anything more we can do as a delivery company since the driver tried to deliver and when he contacted the customer later to make other arrangements, the shipment was refused. At that point we followed the instruction of [redacted]. Please feel free to contact me if you have any additional questions. Thank you.

Review: I ordered a bed frame through [redacted] and created an order to return it on 11/23/15. The agent at [redacted] told me that [redacted] would call me to schedule a pickup. They never did, nor made any attempts to pick it up. A shipping label was created. I called a week later, and they said they would schedule the pickup through EFW. This was Weds 12/2/15. On weds I scheduled a pickup for Fri 12/4, between 12pm-5pm. On that day I waited at home the entire window. No one came to pick up the package. I called at 1230pm to assure the pickup was scheduled, and it was. I called at 4pm to ask if anyone was coming because there was only 1hr left. They said everything is on schedule and the driver will arrive by 5pm. I called at 5:05pm for the same thing, at that point they said there was some delays, and the driver would arrive in 1hr. I called again at 6:30pm to say no one has come, and became upset because I had not received any updates. I took my only day off to schedule this, and nobody came to pick it up nor updated me. I had to leave and left the package outside my door. It was still there when I came back at 10pm. She said they would call me on Fri night, which they never did. I called EFW at 1030pm to find out what happened, and [redacted] said they will come first thing in the morning on Sat, today, 12/5. I called at 7amCT and they said the driver doesn't start until 8am. I called back at 8am, they said I would be one of the first picked that morning. I called at 10am, package was still here, and Jenny said she would call me with an update. 2.5hrs later I call back, haven't heard from anyone, and they just tell me that the driver will arrive in the next hour. It is now 1:40pmCT and no driver has arrived.

No one is doing anything to rectify the situation. After the hassle yesterday, I should have been the first pick up this morning. I waited over 24hrs, package is still here. Terrible customer service. Spoke with [redacted] and they said it is between EFW and myself.Desired Settlement: I want them to come and pick up this package today, Saturday 12/5 as I have to work next week. This package needs to be out today, and I need my return processed from [redacted]. I am not even asking for anything else. I cannot leave the package outside my door as my apartment complex does not allow for that. Honor what you tell the customer, instead of coming at your own convenience.

Business

Response:

Revdex.com spoke with the business. This should have been dispatched on the 2nd there was an issues with the agent. However, this has since been picked up and returned. This took place on 12.7.15.

Consumer

Response:

[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.]

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,

Beyond bad customer service - these guys are crooks.
Ordered a piece of furniture through [redacted] that was being delivered through EFW. Package showed it arrived 40 minutes from my house on 3/19. Despite repeated calls to them, they can't tell me where my order is, when it will get to me, or even when they will know. They don't even offer to call me back, they keep saying "I will send an email to that office, and then you can call us back for an update."
I also can't get a refund from [redacted] until EFW marks the shipment as lost, but they won't do that. Basically I paid $800 for a piece of furniture that has never arrived, I have no anticipated date of arrival, and also no way to get my money back.
That's beyond bad customer service - that's thievery.