Estes Forwarding Worldwide

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 PM
Shipment Status changed to: Delivered
7/1/2016 12:03:00 PM
Shipment Status changed to: Out For Del[redacted]
6/28/2016 10:21:00 AM
Customized Email Status Notification Sent
6/28/2016 10:10:58 AM
Shipment Status changed to: On-Hand Destination
6/24/2016 1:18:00 PM
Shipment Status changed to: Out For Del[redacted]
6/24/2016 10:36:40 AM
Customized Email Status Notification Sent
6/24/2016 10:33:22 AM
Shipment Status changed to: OHD
6/24/2016 10:33:22 AM
Shipment Status changed to: APP
6/24/2016 10:29:00 AM
Shipment Status changed to: Out For Del[redacted]
6/24/2016 10:28:00 AM
Customized Email Status Notification Sent
6/24/2016 10:28:00 AM
Shipment Status changed to: On-Hand Destination
6/24/2016 10:27:31 AM
Shipment Status changed to: APP
6/18/2016 10:03:00 AM
Freight Location: BIRMINGHAM, AL
6/18/2016 10:03:00 AM
Shipment Status changed to: On-Hand Destination
6/18/2016 4:03:00 AM
Freight Location: BIRMINGHAM, AL
6/17/2016 12:20:00 PM
Freight Location: NASHVILLE, TN
6/17/2016 12:10:00 AM
Freight Location: INDIANAPOLIS, IN
6/16/2016 6:29:00 PM
Freight Location: NORTH CHICAGO, IL
6/16/2016 6:29:00 PM
Shipment Status changed to: In Transit
6/14/2016 4:03:50 PM
Customized Email Status Notification Sent

Revdex.com:
 
EFW lied - I never changed the delivery date. They did. I have cancelled the order so this does not matter anymore, but I do NOT consider this resolved. This company is terrible.
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.
I am not satisfied this this response as it does not even explain why the company had no idea where my package was. Nor does it explain why my package was delivered in the condition that it was. When I did call the company and talk to them on the 7th . I had received an email telling me to call them to schedule an appointment for a delivery, not for me to wait for a call from them. And if this is the process of which they do things, then why would you send out emails to schedule your own delivery time?? It makes no sense. They had no interest in helping me figure out where my package was or how I was to get it delivered. Lets not forget it was suppose be a 2 day shipping and I received it after 17 days.  I have attached pictures of what my package looked like when it was delivered. This, to me, is unacceptable. Pieces of my package are missing, and the entire thing completely fell apart when I moved it after it was delivered. It was kicked off the back of the truck by the driver because he didn't have the proper equipment to get it off of his truck. He then kick it out the back and left it on my road. It takes a lot to actually destroy a pallet. EFW needs to be held accountable for handling their packages and customer service with complete disregard.Regards,[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.
[Provide details of why you are not satisfied with this resolution.]EFW did not provide any solutions to my complaint.  They did not even offer an apology for their absolutely terrible service.  They did not mentioned that I contacted them several times and each time I gave them 72 hrs, as they requested, and every time their representative said that they would do something, but did nothing.  Their website declared the shipment delivered, but they had no idea where my shed was.   And when I asked for the supervisor to talk to - they told me that supervisor is not available, and will not be available.  That continued since December 7 to December 22.  If I knew that I will be wasting my time for 2 weeks, I would have cancel my order on the first attempt and ordered it from the different company. I never in my entire online purchasing history had such a terrible service.  Therefore I feel that I deserve some kind of compensation for the terrible service, our wasted time ( they gave us from 8 am to 6 p.m. on December 15 - and my husband took off from work to be there - whole day's pay lost), and moral well being. That was not offered by the EFW.
Regards,
[redacted]

Freight arrived late into [redacted] & did not make the original delivery date of 12.15.16.  We scheduled this to be delivered 12.16.16 but when delivery driver attempted the delivery the shipment was not on the truck & we had to start a trace to loate the shipment.  Customer...

cancelled 12.22.16 due to waiting to long.  Shipment has been returned to [redacted].  EFW does not handle any money with the customer, they will need to partner with [redacted] about any refund or reimbursment.

[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.

[redacted]After reading through all the notes, we found that the claimant refused the couch twice.  EFW was responsible per the order for bringing the couch to the door, once the couch is refused the return process starts and the product is returned to the store she ordered...

from.  Ms. [redacted] would have had to reorder the couch from the store.  It appears that she may have reordered and the store used someone else to ultimately deliver.

[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]

[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]

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.

EFW was tendered the freight on 6.24.16.  Freight starting in transit to destination but was mis-routed...

& ended up in Avoca, IA.  Freight was located & sent to correct destination arriving on 7.9.16, and was given to delivery location.  Delivery appointment set 7.15.16.  Consignee called on 7.20.16 advising freight was missing pieces.
 
  On 7.20.16, Ms. [redacted] (Consignee) was told that she had to reach out directly to Walmart for any resolution as all payments including for shipping are handled by the store.  Any type of refund or replacement pieces would have to be requested from them.

Ordered exercise equipment from major retailer to be freight delivered to my house by Estes in 5-8 days . Item shipped on 2/4/16;Scheduled for delivery 2/11/16;10:00 am- 2:00 pm. Had 3 people waiting to help carry into house and set up. 11:52 email alert delivery cancelled by EFW. After 3.5 hours on phone , finally informed by EFW item lost some where between VA and Mo. No idea where package is, when or if it will be recovered for delivery. By grace paid with through PP.; have requested full refund.
I would not recommend ordering freight delivery from retailer via Estes shipping.

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]

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 was not tendered the freight until 
border-bottom-style: dashed; border-bottom-color: rgb(204, 204, 204);">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.

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.

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.

Worst service yet. Ordered product from [redacted] 2/13, supposed to be delivered on 2/26, arrived at some EFW location near my home (NJ) around this time, they lost/misplaced the package multiple times, changed deliver company 3 different times, gave me 4-5 different shipment dates but never showed up, lied to me that I wasn't home when I didn't receive a single phone call, and eventually was never able to deliver the product so I had to cancel my order on 3/22. Yes that went on for more than a month!!! If you ever see EFW on your order, please stay away.

[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]