Estes Forwarding Worldwide

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]

EFW apologizes for the overall experience.  We understand the important of a successful delivery and receiving the item without damage.  [redacted].com did not notify of the damage and we are in the process of reaching out to pick up the item without any further inconvenience to you...

or your family.  Your example will be used for continuous improvements and appreciate the feedback.  Again, EFW apologizes.  Thank you.

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.

Hello We apologize for the inconvenience to our customer and have the following information to share about the delivery.EFW was contacted to move this on 6.26.17 but this was not given to us until 6.28.17 which caused a delay to the customer.  When this arrived into MSP our local office...

failed to put this out for delivery as expected and caused another delay.  EFW has contracted a special delivery to have this delivered today to the customer between 0800-4:00.

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.

Unfortunately, our agent delivered the patio table to the incorrect beach club on June 13.  We made them aware of the mistake, tracked down the missing freight and delivered it to the correct address on June 20.  It appears that the clubs are within a mile of each other and there was no...

specific name on the paperwork.

I am sorry there is now a second complaint related to this order and will address the best I can but I will need some additional information.The customer sent a picture of a broken pallet in a box and I do not see the actual item.  I cannot tell if the item itself was damaged, was returned to the store and/or if a refund was received.  Claims for loss or damage should be reported to the actual store (in this case Walmart) and then they in turn file the claim with the actual transportation carrier.  I believe the best way to handle would be to contact me directly so I can obtain all of the information needed.  I am also not sure why the shipment was handled as described and would love to find out more so I can address it with the actual driver.Please feel free to contact me directly at [redacted] or you can reply through the Revdex.com with additional information.  Unfortunately there is nothing I can do at this point until I know more about the delivery.Again, I apologize for the bad experience and will do all I can once I have all the facts.

I've reached out to the customer to explain the process of returning and letting her know that the request must come from [redacted].com.  I've also advised her that I will send an email to [redacted].com on her behalf to ask them to contact her to resolve and I will call her back after I hear from [redacted].com.

In response to this complaint:There seems to be some confusion as to what company the customer is referring to when some of the initial calls were made to the "company."  EFW was first contacted on 6/13 by [redacted] to make a pick up at the customer's home.  That same day an email went out to...

the address given by [redacted] to say EFW would be calling within 24 hours to set a date and time.  On 6/15 the customer was called at the number given by [redacted] but no one ever called back.  EFW notified [redacted] and was instructed to make the pick up on 6/17.  The freight was picked up on that date without any issues.  Thank you[redacted], General Counsel

6/13 – 8212433 – Refused due to damage – mattress dirty6/20 – 82222570 – Refused due to damage – mattress dirty6/30 – 8239836 – [redacted] requires a delivery appointment signed by an adult signature.  Once the mattress went into in-transit on 6/30, the automated appointment scheduler began to...

call on 7/1.  Those calls went answered by Ms [redacted] @ [redacted].  No appointment was scheduled.  The mattress arrived on hand at destination on 7/2.  Ms. [redacted] called on 7/2 (Saturday) demanding same day delivery or Sunday.  Our representative kindly explained EFW is unable to deliver on the weekend and requested to schedule for the weekday.  Ms. [redacted] became very upset and requested a supervisor. EFW shows no calls or emails prior to 7/2 and no notes of any scheduled appointment prior to Ms. [redacted]’s call on 7/2.    During the supervisor call, I show the supervisor was able to schedule the appointment for  7/11 and the freight delivered on 7/11 @ 16:45pm signed by [redacted].  EFW prides itself on the ultimate customer service and at no time condones unprofessional behavior when speaking with customers.  Each employee directly involved will be interviewed.  If claims are founded, the employee will receive disciplinary action that involves coaching of our values but may result into termination.

EFW would like to apologize for the frustration that this has caused and let you know that your shipment has been adjusted in our system to show this is being returned back to [redacted].I show that EFW was supposed to get this on 4.13.18 but was not given the shipment until 4.16.18 and that is why the...

original delivery date was changed before it arrived to the destination location.  Again, this is set up to be returned back to [redacted] & they should receive this by Wednesday at the latest.

[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.

This did not resolve my complaint. The company did not offer a solution nor accept responsibility for the ripped box and missing pieces. 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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

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.

Originally this was ordered and scheduled for delivery 11.27.17 but failed to be delivered.  After multiple searches they could not locate the shipment to be delivered.  The consignee spoke to [redacted] who sent a replacement order and was delivered 12.9.17 @ 1200.  EFW apologizes...

for the frustration for this order and has coached the delivery location.

Please see notes on this delivery from our Operations team: “Scheduled delivery date & time – 5.15.17 between 1000-1400Shipment delivered 5.15.17 @ 1755. (In other words, they were a few hours outside of their window) Cartage delivery agent schedules their own appointments due to...

the loading of the delivery truck & to be cost effective on deliveries and we are currently working on better communication.  The freight was loaded near the front of the trailer due to the fact that Columbus is the area furthest away & unfortunately they did not reach that area until after 1700 (5pm).  When the guest called to have her delivery moved up the driver was not in the area nor do they alter routed trucks to unload in a customer’s driveway to get to another shipment.  We apologize for the frustration with this delivery but freight was delivered as quickly as possible.” Since the freight was delivered within a reasonable time frame, we will not be providing any compensation.Thank you._______________________________________Cheryl B[redacted], VP, Legal Affairs and General CounselEstes Forwarding Worldwide (EFW) | OFFICE: [redacted] Ext [redacted] | CELL: [redacted] FAX: [redacted]Domestic Services | Global Services | Truckload Brokerage | Exhibit Services | EFW Home PageServices provided subject to EFW's Service Terms & Conditions posted at http://www.efwnow.com/resources/forms/

Revdex.com spoke with the business. This business got the delivery on the 17th after the 12 pm cut off time. The time was picked up and delivered on the 23rd at 3:08 pm.

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.
I uploaded two emails so if you bothered to read the complaint you would see them. It is of no surprise that you did not look at them as this sort of customer service is what I have received from day one. Since you were too lazy to deliver the table to the RIGHT location I assume you are also too lazy to click on the download to view the emails. Because of that I will take the time yet again to point out they were from: Brandi M[redacted] Estes Forwarding Worldwide (EFW) | FAX: 866-767-7185 AND[redacted] AGAIN, this delivery was NOT LATE. It was delivered to the wrong location and WE the customer were required to rent a truck and pick it up ourselves. Plus tip the men to put it in the truck to move. I will not waste my time any further on this despicable company. I just want this exchange to be listed for everyone to see.  
Regards,
[redacted]

When we received this order from [redacted] on 8/7/17 we were given an incorrect phone number of [redacted].  When the shipment was dispatched to the delivery agent for actual delivery, their scheduler was in turn given the incorrect number and unable to reach the customer to arrange for a date...

and time. The number was corrected when the customer called in on 8/15/17 and a delivery date was set for 8/17/17.  Delivery was made at 5:30pm on 8/17/17 and signed for clear by [redacted]

In response to this complaint:
My operations team determined that there was a delay with all shipments coming out of LA...

the weeks following the holiday due to such high volume.  As soon as the shipments arrived in LA for distribution, the customer was contacted.  Unfortunately, due to the delays, this customer did get her packages a few days late.  EFW contacted her about the delay and arranged for delivery on 6/16.  As of today, I was informed the delivery was made on 6/16 without issue.
Thank you.
Cheryl [redacted], General Counsel