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.EFW has not been in touch with me since damaged item was finally delivered, although supervisor state he would contacted me as soon as it was delivered.  [redacted].com has not been in contact since I sent follow up and pics of damaged item.  [redacted].com previously stated they had no record of conversations with EFW on my behalf, although EFW assured me they had been in touch.  I finally provided [redacted].com with an EFW supervisors contact info and they spoke day of my delivery.  [redacted].com has not accepted responsibility for compensating me for his transaction, as EFW stated item had been lost (an admitted falsehood) and to allow 72 hours to located.  Item was “located” within that timeframe, so [redacted].com states it is within their parameters.While EFW is 100% at fault for this debacle, they are refusing responsibility and to date, have done nothing to prove they are working with [redacted].com on my behalf.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

Hi,Somehow I missed the email regarding the resolution of my Estes complaint.  I did get the one regarding the [redacted] complaint.  My credit card refunded the [redacted] complaint the day I filed.  [redacted] did not want to refund my money until they had picked up the incorrect order that was dropped off, but my credit card was proactive and took care of it beforehand.  I want to state a couple of things regarding [redacted] and Estes: Re: ID # [redacted]- Estes Forwarding Worldwide LLC 1.     The day I filed the complaint with Revdex.com, a representative from Estes contacted me to arrange to have the items picked up.  This was independent of [redacted] and I was pleased with the phone call and communication.  We arranged a time frame for pick up.  Since I could not guarantee that I would be home, the rep told me to leave the boxes outside.  She sent me labels to print and attach to the boxes.2.     The pickup service came 1 hour late.  They did not call me or contact me again in any manner to give me a warning of their arrival and/or that they would be late.  This is a major problem, which I have never had with any other delivery service, but this is the 2nd time that Estes has had their delivery guys not communicate.  It rained, so the items did get wet.  The delivery guy was not going to take the items because I had left them outside.  I had to show him the email instructions from the rep at Estes.  He did take the items, but again did not leave me or have me sign any paperwork.  But I was happy, the huge boxes were gone. [redacted] 1.      [redacted] sent me emails to arrange pick up of the stuff.  Apparently they were not in communication with Estes and did not know it had been picked up.  This is a problem for them and their delivery service.  Lack of communication.2.     I had to call [redacted] and wait on hold and get transferred numerous time to resolve with them that the stuff was picked up.  They had given me different tracking numbers from Estes and it was clearly another example of lack of communication. In summary:  Both [redacted] and Estes have 1) lack of communication with the customer   2) put the customer on hold and transfer them multiple times when the customer has to call to get an issue resolved or a question answered.  3) do not assign one person to a case to follow up with and resolve  4) do not communicate with each other The items are gone and I have been refunded, so both cases are resolved.  I ordered my furniture from another company and had it delivered without a problem from another delivery service.  They arranged a time frame for delivery, called to say they were 30 minute out, came within the time frame, had me inspect the contents and verify that they were correct, and had me sign the paperwork.   Perfect.  Easy.  Thanks!  Have a great day.  [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.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,
[redacted]

[redacted] called from the business stated that upon receiving the item there were missing pieces from the order. He stated that there was a delay between the dock check and the time of delivery but the product was delivered on [redacted]. The product was left at the front door as instructed...

by [redacted]

EFW received the delivery as to the door which does not require an appointment for delivery.  This was originally scheduled 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.

We apologize for the overall experience [redacted] outlined in the complaint.  Her order experienced an unanticipated delay in which EFW personally notified her on 7/7 explaining once her order reaches the local destination terminal, our staff will reach out to reschedule her...

appointment.  We do show both calls from Mrs. [redacted] contacted EFW on 7/9 & 7/10 asking for updates.  We were able to reply and resolve the delay with an appointment for 7/13.  EFW delivered the shipment on 7/13 at 13:40 pm and it was signed by [redacted].  Again, we apologize for delay and for Mrs. [redacted]’s frustration.

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

We apologize for the negative experience regarding Mr. [redacted]’s order.  [redacted] requires all shipments to have an adult signature when delivered.  This requires a del[redacted] appointment to be schedule with a 4 hour window.  His order went into in-transit on 6/16 and arrived on hand at...

destination on 6/18 in Birmingham, AL.  Birmingham, AL is our terminal that services Mr. [redacted]’s town of Caledonia, MS.  EFW’s automated calls began calling Mr. [redacted] on 6/19 asking for the appointment to be set in order to make final delivery.  The phone number on file is 951.427.0755.  It shows those calls went unanswered causing the freight to sit at the local terminal waiting for the appointment to be scheduled.  Also, I’m showing our local office marked the shipment as calling Mr. [redacted] on 6/20, 6/21, 6/22, 6/23, 6/27.  With no contact, our local terminal made the effort on 6/24 to deliver arriving @ 17:16 pm with no one home.  On 6/28 Mr. [redacted] spoke to a manager rescheduling for 7/1 between noon and 4pm and the freight delivered on 7/1  @ 13:50 signed by Mr. [redacted].  Proof of del[redacted] attached. If you have any further questions, please let me know.    7/1/2016 1:50:00 PMShipment Status changed to: Delivered7/1/2016 12:03:00 PMShipment Status changed to: Out For Del[redacted]6/28/2016 10:21:00 AMCustomized Email Status Notification Sent6/28/2016 10:10:58 AMShipment Status changed to: On-Hand Destination6/24/2016 1:18:00 PMShipment Status changed to: Out For Del[redacted]6/24/2016 10:36:40 AMCustomized Email Status Notification Sent6/24/2016 10:33:22 AMShipment Status changed to: OHD6/24/2016 10:33:22 AMShipment Status changed to: APP6/24/2016 10:29:00 AMShipment Status changed to: Out For Del[redacted]6/24/2016 10:28:00 AMCustomized Email Status Notification Sent6/24/2016 10:28:00 AMShipment Status changed to: On-Hand Destination6/24/2016 10:27:31 AMShipment Status changed to: APP6/18/2016 10:03:00 AMFreight Location: BIRMINGHAM, AL6/18/2016 10:03:00 AMShipment Status changed to: On-Hand Destination6/18/2016 4:03:00 AMFreight Location: BIRMINGHAM, AL6/17/2016 12:20:00 PMFreight Location: NASHVILLE, TN6/17/2016 12:10:00 AMFreight Location: INDIANAPOLIS, IN6/16/2016 6:29:00 PMFreight Location: NORTH CHICAGO, IL6/16/2016 6:29:00 PMShipment Status changed to: In Transit6/14/2016 4:03:50 PMCustomized Email Status Notification Sent

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]

EFW apologizes for the negative experience.  Our local terminal/vendor provided erroneous information to EFW pertaining to the date of delivery, therefore the guest was left with additional questions until EFW investigated the chain of events. The original delivery date was set for 8/5, but...

experienced a delay and reset for 8/9.  Then the local terminal/vendor changed the date to 8/10 due to the distance of travel, but after EFW stepped in questioning the actions, we then learned on August 12 the local driver remembers delivering the 4 boxes at the left side of the garage door closest to the house on 8/4.  He mentioned there were 2 garages.  As shown in the picture. In the event a guest disputes a delivery after EFW delivered, [redacted].com will take steps to ensure the guest is either issued a replacement or a refund. EFW’s Executive team along with our Vendor Management team stepped in and requested an action plan with the local terminal/vendor to prevent such action from happening in the future. EFW apologizes for the poor experience.

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].
After a thorough search, the cushions were determined to be lost and another set was sent out from [redacted] by way of another company.  Due to the small size of the order, [redacted] would have used a different type of Carrier for this replacement shipment.
 
Thank you.
Cheryl B[redacted], General Counsel

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

EFW apologizes for the overall experience.  After our internal investigation, we found there was a delay coming out of [redacted] due to the wild fires increasing the days to deliver into **.  Also, I'm showing our local partner in [redacted], ** confirmed delivery at 7am on 1/2.  It...

does appear EFW received erroneous date of 12/28.  If **. [redacted] did not receive her item, [redacted].com has protocols in place to issue a replacement or refund.  Again, we apologize for the experience.

Revdex.com Case #
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This shipment was set to arrive between 11 and 3 on 5/26.  The driver arrived at 11am and no one was home so he called the contact number given several times but here was no answer.  The driver waited there until 11:37at which time he emailed EFW and asked what we wanted him to do.  The delivery was reset for 5/31 and communicated to the customer.  She changed the appointment to 6/2 to be delivered between 9 and 2.  The delivery was made at 1:53pm and the customer signed for it clear.
 
Please let me know if you have any additional questions.
 
Thank you.

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.

[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.

[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]

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

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.

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.