Estes Forwarding Worldwide

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.

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.
That is not my house and not even my town. We do not have curbside trash pick up. The whole situation is so sketchy. I was belittled and told there was no way a mistaken could have been made. Russell (a night supervisor) ensured me he would call me back the next day after looking into this and he never did. Maybe time to rethink your relationship with the terminal carrier as well as how you treat customers. 
Regards,
[redacted]

[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: [redacted].
Regards,
[redacted]They had my correct number which is listed by them as the [redacted] number. The company is full of crap and will be the last time we deal with them.

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.
 
rheins
8/18/2016 9:36:51 AM
Shipment Status changed to: Out For Delivery
abanks
8/18/2016 6:14:27 PM
Per 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.
abanks
8/19/2016 11:09:49 AM
I 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.

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]

Attempted to deliver my dresser from [redacted] twice and both times, on the day of delivery to my house, it was deemed undeliverable because it was damaged! Spoke to operations specialist and they stated "we can't guarantee it won't be damaged a third time! We've been out of a dresser for 16 days and now we gotta deal with it even longer!!!

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

EFW did deliver on two seperate deliveries mirrors that were received damaged.  We have apologized for the condition of the delivery and have picked up the damaged item and returned it to [redacted].  EFW does not handle any money with the customer & if they are looking for a refund or...

reduction on any costs they will need to partner with [redacted].

Hi Ms. [redacted],EFW apologizes for the missed delivery.  Our local terminal called and spoke with Mr. [redacted] the morning of 9/27 and made arrangements to deliver on Monday 10/2. We will ensure you receive your order as requested 10/2.  Any questions or concerns, please reach out to me at...

[redacted] - Jay [redacted]Again, we certainly apologize for your overall experience. Thanks,Jay

This company was apparently selected by [redacted] to ship large items. I was told on the 17th my item was in transit and received at the local distribution location and they would advise of a more specific delivery. I received another e mail it would be received 3/23 between 8am and 6pm. I then got another "friendly reminder " as they call it on 3/22 advising it would be here today 3/23. I took the whole day out of work due to such a huge range of time. They e mailed me at 1:39pm on the 23rd telling me there was an issue and it would now be tomorrow and not today . I could not take yet another day out and for all I know have the same result. I suggested Saturday , they don't work Saturday ( don't seem to work Wednesday either ) I was not about to have a $1700 dollar item left in my driveway and had no choice but to return it to [redacted]. I advised [redacted] as well. This company is awful and poorly managed. Based on the complaints here looks like many have experienced the same.

Our initial research indicated that Mrs. [redacted]’s shipment was delivered on time and may contained damaged and/or a shortage.  There is no record of Mrs. [redacted] contacting EFW to report this; therefore she must have worked directly with [redacted] Guest Services, who sent out a replacement...

bed. The bed consisted of 3 pieces, a headboard, foot-board and rails all of which initially were shipped in one order. The replacement order consisted of 3 separate orders, creating this opportunity. Overall Mrs. [redacted] has 6 orders in our system for this one bed. This is where the confusion resides.We will be delivering a complete bed and extra railings to Mrs. [redacted] on 11/30, fulfilling her request. We attempted to contact her to offer an apology. A voicemail was left with a direct contact number to a member of our Resolutions team. We will continue to follow Mrs. [redacted]’s shipment to ensure it is delivered as expected. Thank you for bringing this manner to our attention, allowing us to address our customer’s needs.

Regarding this shipment, EFW was instructed to pick up in Georgia but the freight was actually located in **.  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.

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.

[redacted]
EFW received an alert to pick up the freight on 4-18 but nothing was...

tendered to us until 4-20, this caused the initial delay that was not in our control.  EFW emailed Ms. [redacted] to let her know of the delay but then on the 29th (the new date given), the local delivery station failed to load it on the truck for delivery.  The delivery was rescheduled for 5-3 and was actually delivered on that date.

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.

[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.

Cheryl Barnes called from the business stated that the product was delivered on March 28, 2017 and a Mr. [redacted] signed for the delivery.

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.

Ms. [redacted] upgraded her service on 6/3.  On 6/7 she made an appointment for 6/10.  The shipment was delivered at 
rgb(34, 34, 34); font-size: 12.8px; font-family: arial, sans-serif; border-bottom-width: 1px; border-bottom-style: dashed; border-bottom-color: rgb(204, 204, 204);">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.

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]