The Hybrid Shop

Thank you for reaching out to North American Logistics Group regarding the delivery for customer [redacted] ***Admittedly, this customer's delivery experience is certainly not what we aim to provide, however, the negative experience is more on account of several external forces, rather than the incompetence or negligence of North American Logistics GroupThis customer was given a promised delivery date when she made her purchase through the [redacted] Website, however, the items that she purchased where not shipped from the distribution center to our sorting facility in Richmond on time to meet the delivery date that she was granted; this is of no fault of NALG; these things do happen in transportationCustomer was contacted and rescheduled to 9/23; thinking that the order would arrive to our facility in time for processing and delivery on that dateUnfortunately, we did not receive the order in time to sort and process for delivery on 9/As a result, delivery was rescheduled to 9/Please bare in mind that Blacksburg, VA is over one hundred and fifty miles from our facility in Richmond, as such it is not serviced every day of the week, we only deliver to this customer's area on Mondays and Fridays- so each rescheduling, seems more severe than it is in actualityOn 9/26, customer's order was loaded and on route for delivery, however, the delivery truck carrying the order suffered mechanical issues and as a result could not complete a several hundred mile delivery routeCustomer was contacted and the situation was explained, and customer was rescheduled from Friday 9/to Monday 9/29, when delivery was finally completedIn short, the delayed receiving from the distribution center is of no fault of NALG, however, we do take responsibility for the mechanical failure of our delivery truck on 9/In regards to the damaged items that the customer has reported, this is not something that we were made aware of- it is possible that during the truck break down on 9/and the increased handling of the items to load and offload the truck more than once, increased the opportunity for damagesThe customer will not be liable for damaged items- this will be resolved through our claims process with IKEA, and ultimately, North American Logsitics Group will pick up the costs of the damaged itemsWe have reached out to [redacted] to refund this customer's delivery fee, along with an additional amount as compensation for the negative experienceWe understand that this situation was far from perfect and will work with [redacted] to make sure that the customer is compensated fairly and that their faith in [redacted] and North American Logistics Group is restoredThank you for your time

As a third party delivery company, we deliver the goods that are shipped to us by the retailer, in this case, several times we were shipped an incorrect pieceThe article was correct, of the same style and family, however, the size of the article was incorrectAfter a few failed attempts, we reached out directly to the retailer and was able to procure the correct item and delivery was made to the customer yesterday and the issue was resolved

[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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***

[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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Thank you for reaching out to North American Logistics Group regarding the delivery for customer [redacted]. Admittedly, this customer's delivery experience is certainly not what we aim to provide, however, the negative experience is more on account of several external forces, rather than the...

incompetence or negligence of North American Logistics Group. This customer was given a promised delivery date when she made her purchase through the [redacted] Website, however, the items that she purchased where not shipped from the distribution center to our sorting facility in Richmond on time to meet the delivery date that she was granted; this is of no fault of NALG; these things do happen in transportation. Customer was contacted and rescheduled to 9/23; thinking that the order would arrive to our facility in time for processing and delivery on that date. Unfortunately, we did not receive the order in time to sort and process for delivery on 9/23. As a result, delivery was rescheduled to 9/26. Please bare in mind that Blacksburg, VA is over one hundred and fifty miles from our facility in Richmond, as such it is not serviced every day of the week, we only deliver to this customer's area on Mondays and Fridays- so each rescheduling, seems more severe than it is in actuality. On 9/26, customer's order was loaded and on route for delivery, however, the delivery truck carrying the order suffered mechanical issues and as a result could not complete a several hundred mile delivery route. Customer was contacted and the situation was explained, and customer was rescheduled from Friday 9/26 to Monday 9/29, when delivery was finally completed. In short, the delayed receiving from the distribution center is of no fault of NALG, however, we do take responsibility for the mechanical failure of our delivery truck on 9/26. In regards to the damaged items that the customer has reported, this is not something that we were made aware of- it is possible that during the truck break down on 9/26 and the increased handling of the items to load and offload the truck more than once, increased the opportunity for damages. The customer will not be liable for damaged items- this will be resolved through our claims process with IKEA, and ultimately, North American Logsitics Group will pick up the costs of the damaged items. We have reached out to [redacted] to refund this customer's delivery fee, along with an additional amount as compensation for the negative experience. We understand that this situation was far from perfect and will work with [redacted] to make sure that the customer is compensated fairly and that their faith in [redacted] and North American Logistics Group is restored. Thank you for your time.

There was a miscommunication regarding the time window set for the particular home delivery. The customer did not receive the update and was not home for the delivery attempt. Following the delivery attempt, the customer was inadvertently rescheduled for delivery the following day, which is against...

procedure, and we were unable to re-deliver that quickly. We have attempted to call the customer to apologize, and in the meantime have sent them $100.

We have agreed to settle claim for requested amount. The matter should be considered settled and complaint should be withdrawn.

[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.]
Better Business...

Bureau:
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]

As a third party delivery company, we deliver the goods that are shipped to us by the retailer, in this case, several times we were shipped an incorrect piece. The article was correct, of the same style and family, however, the size of the article was incorrect. After a few failed attempts, we...

reached out directly to the retailer and was able to procure the correct item and delivery was made to the customer yesterday and the issue was resolved.