Select Express & Logistics

Review: 03/**/2016 - Purchased delivery service of 1 bench and 1 bookcase from Homegoods (Rockville, Maryland) for $129.66 , OrderTrackingID No. [redacted]. Received and email notifying this charge on my credit card.

Delivery scheduled on the [redacted] of March between 2 and 6 PM.

03/**/2016

4:00 PM - Homegoods store calls asking of I do not wish the bookcase to be delivered because the pick up workers did have such information. I asked for both items to be delivered.

4:40 PM - Select Express & Logistics calls to inform that the delivery men only have the bookcase and NOT the bench. I was asked if I would like to receive THE BOOKCASE (which they called a "cabinet") and I approved.

4:45 - I call back Homegoods store, speak with a different manager, and let them know I will stop by the store to formally return the bench.

6:04 PM - the delivery window expired and I called back Select Express & Logistics, I am told that the cabinet will arrive soon.

7:56 PM - two men show up with THE BENCH and apologize for being late and not bringing my items. I am told is not my fault and that I will be reimbursed. I asked who covered the bench with the blanket and they said they did. I asked them if they noticed that it was a bench and not a cabinet. They said no, they thought it was a cabinet! At this point I ask them to return the item to the store.

7: 55 I call the store to find out more information and I am told that the delivery men did not wait for the item to be retrieved from the back of the store.

03/**/2016 - 10:07 AM call Select Express & Logistics to ask for an explanation and I am told that is the store's fault and that a manager will call me

03/**/2016 - I am charged $244.66 by Select Express & Logistics without any explanation.

03/**/2016 - 7:55 AM - I call Select Express & Logistics to ask for an explanation. I am told a manager will come me back in a few minutes.Desired Settlement: Explanation of charges and reimbursement for not providing the service for which I paid (delivery of 2 pieces of furniture between 2 and 6 PM on March **, 2016)

Business

Response:

When our delivery team arrived at the HomeGoods store, they only gave the driver 1 piece. We delivered the bench and not the book case, and [redacted] refused the delivery. There apparently was confusion at the point of pick up on our part with regard to what [redacted] wanted. On March **, after receiving notice from the Revdex.com, Steve L[redacted] - our national customer service manager - left a message for the [redacted], advising her that we were refunding her for the entire amount - $244.66. She replied by voice-ail, saying that she appreciated that, and that she considered the matter resolved. We are happy to resolve this to her satisfaction.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: First, they tried to deliver outside their delivery window.

Second, they failed to follow my instructions to leave my furniture at my concierge.

Third, they wanted to charge me a return fee and a second delivery fee.

Fourth, they agreed to delivery my item without the return or second delivery fee.

Fifth, a week later, they charge me the return fee and second delivery fee THEY SAID THEY WOULD NOT CHARGE ME!

!Desired Settlement: Please refund the return and second delivery fee.

Business

Response:

This is only an initial response. I will get details from our senior operations people, and we will respond to the Complaintant to resolve this. I will follow up with results of that resolution - Nick G[redacted] VP Human Resources, Select Express & Logistics

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.They have issued the refund I requested.

Sincerely,

Review: I used SELECT EXPRESS to deliver a Sectional from [redacted]. They recommenced the company and I made sure I went over the cost and what was expected of me. Making sure I asked both the store and the operator from SELECT EXPRESS to cover my furniture completely and was told "yes". I was to receive the my furniture that Thursday but due to a storm coming they said they would deliver the sofa the Wednesday instead. They called me as said and I (single women) came home on my lunch break for the deliver to be done. The sofas were brought to the door with no covering on it at all. I questioned the company as to why wasn't the sofa covered I would of never moved furniture just putting a blanket on the sofa not thinking it wouldn't get scratched or anything. as soon as they saw it was a walk up they refused to bring the sofa upstairs saying it was a tight fit. After all the back in fourth with 3 guys in my house and corporate on the phone we couldn't come to any conclusion they were gonna take the sofa back to the store. I had all ready paid 135.00. So I told them not to and the guys left the sofa on the side walk and left me with I large sectional to take care of. I had to purchase 15 covers and plastic wrap from [redacted] and get my daughter to help me cover it.. After that I had to get help being it up the stairs. I myself picked up the sofa and got it up the stair with my brother. It was extremely heavy for me. That why I paid the money to have it moved. My brother and a friend brought the other piece of the sectional up. It took all of 45 minutes to bring them upstairs. I would never use the company again- I called never a call back from management and they wanted me to understand there policy instead of understanding that I wasn't told what they want me to agree with. Would never use the company again.Desired Settlement: gave me back 35 dollars I want the rest of my money and would never use them again.

Business

Response:

I spoke directly to [redacted] to apologize for the inconvenience caused to her during the referenced delivery. During our talk, I explained that the delivery team had in fact followed protocol – the items [redacted] had purchased were floor items, and were not in any type of protective wrap at the store. Our team did wrap them in furniture blankets before delivering to her home, and then unwrapped them before attempting to bring them into her home. When they arrived, the team determined that due to the size of the largest item in relation to the stairway and doorway, there could be risk of damaging either product or the home in making the delivery, and asked her to sign a damage waiver. The photos taken by the driver team also indicated that they had done the correct thing. However, while the delivery team may have followed procedure, the bottom line for Select Express & Logistics is that [redacted] was unhappy with the service she received. The area where our company did a poor job was in not communicating delivery procedures and expectations with [redacted] at the time the order was placed. We failed to follow our procedure of advising [redacted] of a number of items that would ensure that sure she had the best delivery experience possible. Included in this was information regarding “no fit” situations. Had we done this, the anxiety and inconvenience [redacted] experienced most likely would have been avoided. I assured [redacted] that her experience is not indicative of the type of excellent service we normally provide for our customers – whether they be retail stores, or individual consumers like [redacted]. When [redacted] first raised this issue with our customer service department, she was credited $40 off of the $135.00 delivery fee she was charged. As a show of good faith, and in apology for her trouble, I offered to credit her for the remainder of the delivery fee. She graciously accepted. [redacted]