Estes Forwarding Worldwide

[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 ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

I have reviewed the response but without seeing the emails the customer mentions, I am not sure who they are even from.Our records indicate that the delivery was made on the date stated and I do not see any request for the shipment so it must have arrived. EFW does not accept payment from the individual customer so the request for reimbursement of $will have to be made to the company the original order was placed with. It is unfortunate that there was a delay in the delivery but at this point EFW has fulfilled its responsibility.Thank you

[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 ***, and find this is resolved!
Regards,
*** ***

Freight arrived into the Atlanta area but due to heavy shipments into the area we changed the delivery driver which caused confusion when loading the freight onto the correct trailer. We reached out to the consignee today to rescheduled her after we learned of the mistake and she
advised our rep that she had cancelled her order. We have advised ***.com that she has cancelled the order and will be sending this back to ***.com. We apologize for the frustration on this order but if she would like to reorder with *** we will happily deliver her TV

Revdex.com:
After attempting to locate my furniture for several days
I was finally able to locate the items on my ownThis has been a stressful experience for me as a pregnant woman and even though EFW did nothing really to resolve this issue, they did indeed call me afterwards to follon the caseI suggested to EFW that they need to change their communications system as it was not working either effectively nor efficientlyFor any future deliveries made to any consumer, it would be expected that the company will perform much better
Regards,
*** ***

The customer did schedule the delivery for but due to the shipment not arriving into the destination for delivery and able to be delivered until we missed the original delivery date & time. I show that the customer cancelled this on and we will be returning this
to Walmart

I am sorry it took an extra week to get back to you on the second issues listed below but I have all the information.At this point the customer has received his shipment and it would be up to *** to refund the money he is requesting. As the Shipper we do not actually accept money for the
shipment, the customer pats *** so that is who will have to refund it. As far as EFW goes, unfortunately this complaint is valid. I spoke to the operators involved and they said the norm is to require a signature so the driver was just so used to getting one that he automatically left when no one was home. Because they are trained not to ever leave anything without a signature, they are now getting trained at how to handle customers like *** who allow packages to be left at the home. At this point we really just need to keep training the drivers that with all the changes and increase in home delivery, they are going to have to adjust a bit with certain customers

I spoke to our local office and they stated this was refused by the customer. I have contacted the customer to see if he still would like this to be delivered & he stated no that he has been refunded by *** and that this was cancelled. We will be returning this to ***

RevDex.com:
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
The company is stating this delivery issue is not their faultThis is untrueIf 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 custodyAlso 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 noticeUnfortunately 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 repackagedUpon 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 typeI am again awaiting the shipment of my exchange item *** which after being told was the 6th of July we are now told to be the 8thI am not confident in thisI just pray this time it's not damaged so I can look forward to never having to deal with this company againVery unprofessional.
Regards,
*** ***

I order my daughters swing set from ***They hired Estes Forwarding Worldwide to make the delivery I had no issues getting my order deliveredI spoke with Billy from their corporate officeHe was a real pleasure working with

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

Good evening,I filed complaint number *** with the Richmond Revdex.com and have recently closed this complaint as unsatisfactoryHowever, after closing it, I was contacted by the company who helped to resolve my complaintI wanted to see if there was a way for the request to be updated to reflect that I am now satisfied with the response.Thank you so much for your time,*** ***

This was delivered @ *** to the customer's recycle room in error. I have contacted the customer & verified that she does have her freight & apologized for the error in location for delivery

This has been resolved and needs no further action! arial, sans-serif;">Enjoy your day!***
This has been resolved and needs no further action!Enjoy your day!Dawn
This has been resolved and needs no further action!Enjoy your day!Dawn
This has been resolved and needs no further action!Enjoy your day!Dawn

*** *** ***
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

[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 ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

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 *** for a replacement. We then found the shipment on the 16th and were informed by *** to return it to them so we did. From then on the customer was told he had to make any further arrangements with *** including any type of waiver for shipment costs. I read in the complaint that the Supervisor at *** said EFW was in charge of the shipping cost but that is incorrect*** 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 *** so that arrangements can be made for either a refund or a replacement and EFW follows the instructions of *** 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 *** The shipment was lost by accident and EFW did everything it could to find it and then followed the instruction of *** 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 *** 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 *** 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 *** 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

[redacted] called from the business he stated that [redacted] will have to reach out to [redacted] in regards to any money issues. A contact phone number for them is [redacted]. [redacted] receives all payments. Estes Forwarding Worldwide LLC exchanges NO money.

The guest order was to be assembled on 8/18 and it appears the driver inspected the contents finding it was damaged, but only informed local dispatch when he arrived back after making all of his deliveries for the day.  Our team called the guest on 8/19 after learning of the damage and...

apologized for the missed appointment.  We took steps providing feedback to the local terminal manager,  EFW must be informed real time to ensure guest are aware of the delivery should it miss the appointed day. Under [redacted]’s contract, EFW is NOT to deliver any order damaged.  We apologize for the negative experience. rheins8/18/2016 9:36:51 AMShipment Status changed to: Out For Deliveryabanks8/18/2016 6:14:27 PMPer Mike at the local terminal this shipment is damaged and his terminal has sent over pictures to the L.A. Office, I have requested that they send the pictures to my email and I will mark the case os&d and inform the customer.abanks8/19/2016 11:09:49 AMI talked to the customer and informed him that his shipment was damaged and he will need to call [redacted] in regards to what to do next.

EFW does not have a lot of information on this shipment but the first delivery date that we show is when it was moved by the customer from June 28 to June 30.  EFW was contacted later in the day on June 30 by Target when they cancelled the delivery altogether.  EFW was removed from the...

shipment at this point.