NonstopDelivery, Inc.

We apologize for the issues with the local terminal.  We are addressing the inappropriate language with the team.  The local terminal is scheduled to delvier the order on Monday 6/12.  We will follow up to make sure the order is completed. PatNSD[redacted]

esponse to Revdex.com Complaint #[redacted]Inboxx Dominique A[redacted] <[redacted]@nonstopdelivery.com>Nov 25 (7 days ago)to me, [redacted], [redacted], laura Dear [redacted]:NonstopDelivery’s subcontracts the delivery of [redacted] goods and services in the [redacted] region to [redacted], and they delivered [redacted]’s items to his home on Oct. 16, 2014 at 9:30 a.m. The bed was fully assembled per the selected service level. [redacted] signed the delivery receipt upon delivery, without indicating any issue with the product or the surrounding areas of the home. NonstopDelivery was first contacted regarding the reported property damage claim a week after the delivery, Oct. 23, 2014.  The NonstopDelivery Claims Department spoke with [redacted] on October 24, 2014 and requested further detail and an estimate for the repair. As a result of the investigation by the NonstopDelivery claims department in coordination with [redacted], we denied the claim due to the fact that the customer, [redacted], did not indicate that there was any damage to the home or product in the delivery comments section of the paperwork. As there is no evidence of fault on behalf of NonstopDelivery or [redacted], the claim was denied.  [redacted] was notified via email on Nov. 3, 2014 of the denied claim.Please let me know if I may provide additional information.Thank you, Dominique A[redacted]Manager, Client ServicesNonstopDelivery, Inc.ph: ###-###-####fx:  ###-###-#### [redacted]@nonstopdelivery.comwww.nonstopdelivery.com  [redact...⇄ electronic message transmission contains information from NonstopDelivery Inc. which may be confidential or privileged. The information is intended for the use of the individual or entity whose electronic mail address is named above. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of the contents of this information is prohibited. If you have received this electronic transmission in error, please notify us by telephone ###-###-#### or by electronic mail [redacted]@nonstopdelivery.com immediately.  Thank you. Dominique A[redacted] <[redacted]@nonstopdelivery.com>6:00 PM (22 hours ago)to me, [redacted], [redacted], [redacted]

We apologize for any delays in scheduling this customer's delivery.  The order is a distance route for our local terminal, and NSD does not guarantee delivery dates with any of our clients, so we are very sorry that there was a miscommunication from the retailer in regards to expected delivery...

time frames.  NSD has been informed that this order was cancelled by the customer, and that the customer has already received a refund through the retailer.  NSD was instructed not to deliver and will be returning this to our client as per their instruction.  Please let me know if any further action is required.Thank you,Dominique A[redacted]Sr. Manager, Client Services

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Hello,No, I am not happy or accept the response from the freight company.  I have been so livid and had some medical appointments come up that I havent responded.The TV arrived 2 Saturday's ago.  I opened the TV out of the box and the TV's LCD screen was completely shattered.  I called the company that I ordered it with.  They started the replacement policy.  3 days after that, I received notification that TV is no longer available.Merry Christmas to me.  No, I dont accept their response.[redacted]
Regards,
[redacted]

border-right-color: inherit;">
Revdex.com complaint ID: [redacted]
 
 
Inbox

x

 
 
 


[redacted]@nonstopdelivery.com




Mar 12 (6 days ago)










tome,[redacted]




 
 
 
 
[redacted],
NonstopDelivery received the attached Revdex.com ID:  [redacted] via USPS.  I have also attached a copy of the complaint.
 
In response to the attached complaint, NonstopDelivery apologizes to **. [redacted] in regards to the communication issues between our local delivery terminal and him.  The Can’t Reach Customer note indicated that our terminal attempted to call **. [redacted] at ###-###-#### but they were unable to leave a message.  The call to **. [redacted] occurred on 1/15 but the note was not visible in our system until 1/17.  The lack of follow-up from our delivery terminal has resulted in disciplinary action being taken.
 
Once the order was cancelled, NSD shipped **. [redacted]’s freight back to [redacted]’s warehouse.  The freight arrived to [redacted] on 2/11.
 
Regarding compensation to **. [redacted], unfortunately NonstopDelivery does not have the ability to credit him back.  NonstopDelivery never billed **. [redacted] so we cannot issue him credit.  The financial transaction took place directly between **. [redacted] and [redacted].
 
Please confirm that you received this response and let me know if you need anything else.
 
Thank you,
 
[redacted]
Logistics Manager
NonstopDelivery###-###-#### (x[redacted])
###-###-#### (fax) 
[redacted]@nonstopdelivery.com
www.nonstopdelivery.com

See Attachment
Response to Complaint [redacted]Inboxx Dominique A[redacted]Jan 14 (7 days ago)to me, [redacted] Dear Ms. [redacted]:NonstopDelivery received notification from [redacted], Inc. of Mr. [redacted]’s delivery on December 8, 2014. His merchandise arrived in our warehouse delivery terminal on December 29, 2014 and we contacted him on that date to schedule the delivery. We originally scheduled a delivery to Mr. [redacted] for December 30, 2014, but were unfortunately unable to fulfill the delivery due to our delivery agent, [redacted] LLC, misrouting the freight.  NonstopDelivery followed up with Mr. [redacted] to reschedule, and the delivery was completed on Friday, Jan. 9 at 11:18 a.m.  Mr. [redacted] therefore received his desired settlement of “delivery of order”.Please let me know if there is any additional information I can provide.Thanks, Dominique A[redacted]Manager, Client ServicesNonstopDelivery, Inc.ph: ###-###-####fx:  ###-###-#### da[redacted].comwww.nonstopdelivery.com

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.  The terminal having issues with their truck does not excuse the other 3 times the item was not delivered, but the item was delivered to me yesterday, albeit late. 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason...

is received your complaint will be closed as Answered]This is not true.  My door is still at it's last locaton and I spoke to someone who is working  on this today. It's been 1 lie after another with them.
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

This order arrived to our terminal today (3/17/17).  We will schedule the order for delivery quickly.There were delays due to weather.PatNSD

[redacted],Unfortunately, this customer did not notate damage to her home on our proof of delivery paperwork at the time of either delivery we performed for her, so there is no documentation or proof showing that our delivery team caused defects in her flooring.  However, in an effort to show...

good faith, we have offered a settlement of $330.00 to repair the damage.  We came to this number by reviewing the estimates and understanding that the estimates provided were to repair the entire room - including water damage that NSD could not have caused - and calculating half of the average of the three estimates provided.  Please see below for the email our claims department sent to [redacted] yesterday:[redacted]
We have been in receipt of your Revdex.com complaint.  We are
willing to offer you a $330.00 settlement to repair the damage.  This is
half of the average of all 3 estimates that you sent.  As stated before,
there was no notation of damage on either of the delivery receipts.  I
have attached these for your records.  We came to this number by reviewing
your estimates and seeing that they are to repair the entire room, and one mentions
repairing water damage.  Since your claim against us was not for water
damage, just scratched boards, we are offering to share the cost as an act of
good faith.  Please let us know if you would like to accept our offer, and
if so please sign the attached release form.Senior Claims ManagerI have also attached the documentation that was attached in our email to [redacted] for reference.Please let me know if you have any questions or need any further information.Thank you,Dominique A[redacted]

[redacted] <[redacted]>
Jul 16 (8 days ago)
to me 
Dear **. [redacted],
               
I am writing in reference to Revdex.com Complaint ID:  [redacted] that was received by NonstopDelivery on...

7/7/2014.
 
NonstopDelivery sincerely apologizes for the delay of this delivery. Unfortunately there were extensive delays on the order as it moved from [redacted], GA to its final destination.  
 
Due to customer frustration, **. [redacted] recovered his product from our local delivery terminal on 6/27/2014.
NonstopDelivery would like to apologize for inconveniencing the customer with a delayed shipment as well as lack of communication that resulted in a poor delivery experience. We strive to achieve 100% customer satisfaction, and in this rare case, we provided less than satisfactory service.  
 
We have reviewed the causes of the issues and have actively addressed them. The carrier responsible for the delayed transit time has been removed from NonstopDelivery’s carrier network.
 
At this time we consider complaint ID: [redacted] closed.
 
Please confirm that you received this response and let me know if you need anything else.
Thank you,
 
[redacted]
Logistics Manager
NonstopDelivery
###-###-#### (x[redacted])
###-###-#### (fax) 
[redacted]
www.nonstopdelivery.com

We confirmed the pick up took place on Friday, 7/17.  We apologize for any inconvenience to the customer.  Please let me know if anything further is needed at this time.Thank you,

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Since I never did receive the shipment from NonStop Delivery, [redacted] issued me a full refund plus an in store credit to use on a future purchase. 
Regards,
[redacted]

Vincent P[redacted] <vp[redacted]@nonstopdelivery.com>
Sep 12
to me 
Dear [redacted],
 
I am writing in reference to Revdex.com Complaint ID:...

 [redacted] that was received by NonstopDelivery on 9/12/2014.
NonstopDelivery would like to apologize for inconveniencing the customer with a delayed and damaged shipment as well as lack of communication that resulted in a poor delivery experience. We strive to achieve 100% customer satisfaction, and in this rare case, we provided less than satisfactory service.  
We have reviewed the causes of the issues and have actively addressed them.  The damaged item has been relayed to [redacted]’s place of purchase.
 
Please confirm that you received this response and let me know if you need anything else.
Thank you,
 
Vince P[redacted]
Logistics Manager
NonstopDelivery
###-###-#### (x[redacted])
###-###-#### (fax) 
vp[redacted]@nonstopdelivery.com
www.nonstopdelivery.com

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

We confirmed the pick up took place on Friday, 7/17.  We apologize for any inconvenience to the customer.  Please let me know if anything further is needed at this time.
Thank you,

Our local terminal will reach out to the customer to setup at time to take care of the customer. Pat L[redacted]NSD

I apologize that the customer is having issues with their order. We will do what we can to rectify the situation as quickly as possible.  We will contact the customer [email protected]

NonstopDelivery is a third party logistics company that was contracted to complete this delivery by [redacted].  Our service offerings with [redacted] do not include over-packaging freight for the LTL environment.  All of their shipments are packaged...

by their origin locations which are not affiliated with NonstopDelivery.   This shipment was picked up from [redacted] in Union City, CA on 7/17/2015.  The final delivery to the customer was made by one of our contracted delivery terminals on 8/6/2015 with a three-man team to deliver 5 pieces and 5 cartons at a total weight of 590lbs.  The furniture was opened from the packaging in front of the customer, and our delivery paperwork shows the customer signed that the damage was concealed by the packaging.  The packaging by the origin location, [redacted], appeared to be made of cardboard scraps (which is also indicated on our paperwork referencing the "poor" packaging).  Unfortunately, because our contract is not with the customer and is with [redacted], any claims filed for repairs or replacements would need to be made through that company to NonstopDelivery.  We cannot honor any claims or filings by the final customer.  If you need any additional information, please let me know.

We apologize for any confusion with this delivery.  The address in New York was the address provided to NSD for shipping purposes by the place of purchase.  We had to get approval from the retailer to change the delivery address.  The new tracking number is [redacted], and it is in...

transit to IL now with an estimated delivery to our local terminal in Hillside, IL on 9/17.  Once received, our local dispatcher will call the customer within 24-48 hours to schedule the delivery to the revised customer address.  We will follow this through to ensure the delivery is scheduled promptly after it arrives in IL.  Please let us know if you have any additional questions or need further information.
Thank you,
Dominique A[redacted]