Manna Freight Systems Inc

Initial Business Response /* (1000, 5, 2015/06/10) */
Our driver was running late to Mr***'s delivery on 5/We apologies for the inconvenience this caused Mr***We are working with Mr*** to reschedule his delivery for a time specific window that works within his schedule
I am also looking to get more details from Mr*** in regards to the rudeness of our driver, to take corrective action with management

Manna connected with consumer over the weekend as soon as we identified that we missed his pickup and communicated that we would get this resolved on Monday April 3rd Mattresses were recovered on Monday afternoon We sincerely apologize for the inconvenience this may have
caused and look to address the communication breakdown that lead to his poor experience. We asked the consumer to contact our SrCustomer Experience Manager if we could support in any other way

Manna stayed within contractual rate and charge agreement, service standards and cargo liability & loss agreement. There was no violation of contract. Contractually, Manna can also claim a lien on all goods in our possession for unpaid transportation charges. Payment terms
were revoked and requirements for pre-payment of shipment charges were instituted after failure to pay outstanding amount, in conjunction with lien. In regards to damaged freight, all customers have the ability to file claimsOur claims process is outlined within our contracts. Manna did make a mutual agreement to release merchandise and not pursue collections for outstanding amount due prior to this Revdex.com complaint being filedWe believe no further action is required of us to resolve this complaint

Initial Business Response /* (1000, 5, 2015/06/17) */
The consignee's delivery was scheduled on Friday June 12, for delivery on June 15th between 08:and 12:PSTOrion Air Ride received a call on June 15th from the consignee at approximately 12:PST asking where their delivery wasThe
consignee was extremely upset and used numerous swear words when speaking to several Orion Air Ride representatives and at one point hung up on one of themAfter some investigation an Orion Air Ride rep called our local delivery supplier and learned that the product wasn't loaded on a truck for deliveryIn an effort to still complete the delivery for the consignee they said they could deliver by 16:PSTThe delivery supplier experienced some delays which resulted in the delivery team arriving at approximately 19:PSTDuring the delivery the consignee said the team used a box cutter to unpack their productThis resulted in damage to the productThe consignee spoke with the Orion Air Ride General Manager and expressed their frustrationOrion's General Manager apologized and empathized with the consigneeOrion offered to repair the item at their cost but the consignee requested a brand new itemOrion informed the consignee that they would need to contact their place of purchase for a replacement itemOrion will pick up the damage item at time of delivery of the replacement order
Initial Consumer Rebuttal /* (3000, 7, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When JS the operations supervisor asked me "if I still wanted my merchandise delivered" I did not take it as a threat, please see below, the rest of the story with pictures of the delivery
At 3:pm 6-15-I called JS the "operations supervisor", I informed him the driver had not yet called minutes prior to delivery, hence the 4pm delivery JS previously promised (see original complaint) was not viableJS put me on eternal hold, when he returned to the call he informed me it would be "more like 5:PM PST when delivery arrived"Of course after waiting hours minutes for my delivery I was upsetJS the "operations supervisor" assured me it was on the way and would arrive by 5:pm PSTAt 5:PM PST my wife called me from her work to inform me JS had just called her and informed her the delivery would not arrive until 7:PM PSTAt approximately 7;PM PST my merchandise arrived loaded in a van like cord wood (see pic 1) vsWhite Glove VIP on Time delivery I paid forThe merchandise was dropped (see pic 2)Merchandise was chipped and stratched (see pic 3)Merchandise was cut (see pic 4)I called Orion Air Ride, but of course they were closed for the day and left message for JS "operations supervisor" explaining what had just occurredThe next morning 6-16-I receive a call from MF "operations general manger" MF's best advice for me, "I should not have accepted damaged merchandise"He explained "in an effort to still complete the delivery", a third party was used to deliver my merchandise vs the contracted carrier normally usedMF informed me the damage goods procedure was as followsSend a damage estimate team out to access damageIf need be, send damage repair team to fixI explained, really, how many days of work would I have to miss to make that happen? You could not deliver it or be honest with me, what makes you think I should believe you could fix itI explained the merchandise was NEW, delivered damaged! Fixing it was unacceptable and I was done with his company and wished a refund of the shipping/delivery chargesI paid for a ORION AIR RIDE WHITE GLOVE VIP SERVICE ON TIME not to be lied too and belittled by surly customer service reps and supervisors alikeI hope Orion will make this right and refund my $
Final Business Response /* (4000, 9, 2015/07/08) */
On June 29, 2015, a letter from the CEO at ***, consignee's place of purchase and Orion Air Ride's customer, was sent to the consignee offering a $4,refund to accept the furniture as is with no warrantyThis letter was signed and returned by the consignee on June 30th, Orion is still willing to repair the furniture at no charge to the consignee
Final Consumer Response /* (3000, 11, 2015/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes we did receive relief from ***We have done business with *** on several occasions over the past years*** at no fault to them, provided relief to us vsmerchandise we received in not new condition ($10,cost, 40% discount)In the document you provided from *** in your last response, there is no mention of Manna Freight Systems Inc., so what is the relevance? The form Manna Freight Systems Incprovided is an agreement between *** and usAt the point of service, we were given several choices to take deliveryWe chose Orion Air Ride based on the brochures promise of Air Ride, White Glove, Vip, On Time DeliveryOrion Air was also the most expensive choice! Please see attachment, you can see on my purchase contract the delivery charge is a separate line item, We could have picked up the merchandise if we had chose toManna Star Freight Systems Inccustomer service held me captive in my home hours waiting for my merchandiseRather than be honest with us and share the reality that our merchandise had not been loaded on a truck for delivery that day, Orion Air customer service reps covered it up until we asked to have the situation escalatedThe opportunity cost of income to my family that was lost as a result of Orion Air's hour delivery window turing into a hour nightmare was considerableThe $we are seeking would not make us wholeI am seeking $we paid for Orion Air Ride White Glove VIP ON Time ServiceOrion Air Ride did not fulfill any of the advertised service to the end customerAs for your offer to fix my merchandise, you couldn't delivery it, how many more "windows" of waiting would that take? How much more money would that cost my family in opportunity cost? That option for you to fix is off the table, Orion Air Ride / Manna Freight Systems Incplease do not waste anymore of my time / money and REFUND OUR MONEY $vsyour destructive and disastrous failed attempt to deliver our merchandise

We are sorry that we can't do more at this time since your purchase was cancelled.  Our core focus is larger consumer goods. I'm positive we could have worked something out and addressed your service concerns.

We've confirmed that there was a miscommunication that  delayed scheduling and caused this order to be cancelled and returned to Vizio.  Our  Sr. Customer Experience Manager contacted Mr. [redacted] and communicated that his replacement TV will be expedited and delivered next Wednesday...

07/26/2017.  Mr. [redacted] advised this would be an acceptable accommodation.  We apologies for the inconvenience this caused Mr. [redacted] and have taking steps to address the miscommunication internally as well as with our delivery supplier.

·         Delivery was originally scheduled for and attempted on 2/21 but the consignee was either not home or cancelled same day. ·         Delivery was rescheduled for 2/23.  Two people arrived for delivery but...

could not complete due to weight of the machine and stairs on site. ·         Delivery was rescheduled for 2/28 with a 0700 – 0900 window to accommodate the consignee schedule.  The consignee called in 30 minutes before the end of the window and received an ETA of 20 minutes.  There is a discrepancy here because Manna was told 20 minutes but consignee states she was told 40 minutes.  Consignee requested team return same day at 1600 or she will cancel order.  Time-specific request could not be accommodated so the consignee indicated to cancel.  At the consignee request the order was cancelled on our end. ·         The consignee called in again later on 2/28 and 3/2 upset as she was expecting someone to call with a time-specific delivery appointment or to deliver without a signature.  We sent an email message to ICON seeking approval for delivery without signature. ·         On 3/2 the consignee called again asking to reschedule delivery.  Between 3/2 and 3/5 we attempted to make arrangements to deliver on 3/6 0700 – 0900. ·         On 3/5 we received notification from ICON to cancel the order and received an RA number.   The consignee has a demanding work schedule which we attempted to accommodate.   We were on the verge of resolution but since the consignee communicated the intent to cancel we had to seek authorization from ICON to proceed with delivery.  During that time frame the consignee had filed complaints with Revdex.com and it is my understanding refund process has been initiated.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

First off, we are truly sorry for the inconvenience we caused Mrs. [redacted] and her father. We did connect with our delivery supplier and have made arrangements to delivery Mrs. [redacted]'s bed on Friday August 5th, between 4-6pm.  We've confirmed with Mrs. [redacted] that this meets her desired outcome. We...

will continue to monitor the order to ensure the delivery is completed as scheduled.  Yared [redacted]Senior Customer Experience Manager

Initial Business Response /* (1000, 5, 2015/07/21) */
In regards to the issue for Mrs. [redacted], there was an in transit delay with her order and Manna has agreed to reimburse her for the lack of communication on her delayed deliver. We have also come to an agreement to deliver the television on...

Wednesday 7/22/ 2015. We will continue to stay in contact with Mrs. [redacted] until her delivery is completed to her satisfaction. We sincerely apologies for the inconvenience we caused Mrs. [redacted].
Initial Consumer Rebuttal /* (2000, 7, 2015/07/21) */
I believe this issue may have been resolved between the manna, [redacted] and my self. I been advised that the TV delivery will take place tomorrow and that a reimbursement check will be sent out today addressed to me.

I am rejecting this response because:
The delivery for the morning of 3/2 was not completed due to the fact that the company did not arrive on time; I had to call the company to find out where the delivery personnel was . Additionally, at no time was there a delivery where I was NOT at home and the company was unable to deliver the item which btw they arrived 10 min before 5pm, because they claimed the box was over 500 lbs, which Nordictrack confirmed was inaccurate. Lastly, the company could not deliver up stairs.... I have received a full refund from the company and will NEVER work with a company such as this one. Nordictrack lost a costumer because of this. No further response is needed from this company as I will not acknowledge it.