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Reviews Urban Express

Urban Express Reviews (56)

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 and the matter has been resolved.
Sincerely,
[redacted]
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Case # [redacted]
Customer Name: [redacted]
In response to the customer’s claim:
In investigation of this matter,
[redacted] called in on 02/** and ordered our...

assembly service for a wardrobe
system that has been previously purchased. The wardrobe system that [redacted] wanted assembled is a modular system, with many interchangeable pieces
that are purchased separately to create custom combinations to fit the
customer’s needs.
In listening to the call, [redacted] only ordered, and was only charged for the frame to be assembled. I do
apologize that the original Customer Service Representative did not ask if there
were additional pieces that needed to be assembled. Because this was an on
demand assembly request, we would not have been aware of the accessorizing
pieces that [redacted] purchased. Because of our familiarity with this
wardrobe system, we did call [redacted] back on 02/** and offer mounting
services and ask if anything else needed to be assembled. [redacted]
indicated to the representative that nothing else was needed and that she did
not want mounting of the unit.
I have reached out to [redacted]
on 02/**. While I was discussing this matter with her, she terminated the call
before I could offer to schedule an additional assembly for the accessory
pieces.  [redacted] is welcome to
contact me directly at my office if she wishes to discuss this matter further:  ###-###-####.
Sincerely,
[redacted]
UX
Specialized Logistics

Case # [redacted]
Customer Name: [redacted], [redacted]
In response to the customer’s claim:
I do apologize again that **.
[redacted] feels inconvenienced. Our records indicate that **. [redacted] was called on
02/** by a live customer service representative to phone number ending [redacted]. In
listening to the recording of this call, a voice mail was left to an answering
device that started, “Thank you for calling [redacted]....” I further show that
on the same evening of 02/**, phone ending [redacted] was dialed by our automatic system
and a message left.  On the morning of
the scheduled delivery (02/**), phone number ending [redacted] was dialed by our
automatic system and a message left.
At this time, I would like to
extend a good faith refund of $27.00, which is one-half of the redelivery fee
imposed by the furniture company. If **. [redacted] would like to discuss this
further, I invite her to call me directly: ###-###-####.
Sincerely,
[redacted]
[redacted]
[redacted]
[redacted]
**
[redacted]

12/**/2014 My Xmas Nightmare turned out to be a positive experience. I have been buying merchandise to prep my home for the holidays and have been at two IKEA stores. Once my orders where processed I was told I would not be able to merge my order in time for the holiday. I spoke to [redacted] & [redacted] or [redacted] not sure they worked on get my order merged as well as assisting with my assembly. Guess what its all done....My house is ready for Christmas. Thanks I wanted to say thank you and have a happy New year.....feliz año nuevo 2015

[redacted]
 
 
[redacted]
Dear [redacted];
 
We received your complaint from the Revdex.com and would
like to...

apologize for any inconvenience we may have caused during your delivery
on 8/*/2014. I will be refunding your delivery fee for order number
[redacted].  As for the refund on the merchandise I will need to refer you to the retailer.
          
Once again our apologies, Your refund check will be mailed within 4 weeks.
 
 
Sincerely;
 
[redacted]

Case # [redacted]
Customer Name: [redacted]
In response to the customer’s claim:
In investigation of this matter, I
have found that the original delivery was scheduled for...

02/**for the 12:00 –
4:00 time frame. The driver attempted deliver at  3:41 on 02/**/14, at that time [redacted]  did not answer his door. The driver did wait
15 minutes and then left. In response to [redacted]’s complaint, I did pull
the GPS of the driver assigned to this order. According to the GPS, the driver
was on site for 15 minutes.
I have reached out to [redacted]
[redacted] on 02/**. In discussing this matter with him, he let me know that he
already picked the item up from the furniture store himself and did not need
redelivery. He also let me know that he disputed the charge with this credit
card company.  I invite [redacted] to
discuss this matter further with me if he wishes, pending the outcome of his
credit card dispute. My contact number: 
[redacted]
Sincerely,
 
[redacted]
[redacted]
[redacted]

Case # [redacted]
Customer Name: [redacted]
In response to the customer’s claim:
I am very sorry for any inconvenience
which this situation may have caused. While many things can cause a delay in
the delivery, I do sincerely apologize...

that you were not proactively notified
of the delay in delivering your order.
In investigation of this matter, I
have found that the driver was delayed causing the time window to be moved. I
will be submitting to [redacted] a good faith refund for $50.00, one-half the
delivery fee, for the inconvenience caused by us not contacting her of the
delay. I have also spoken with the necessary [redacted]s about our policy of
proactively notifying customers of delays.
I have reached out and left
messages for [redacted] on 03/**, 03/**, and 03/**. I have not received a
response. [redacted] is welcome to contact me at her next convenience if she
wishes to discuss this matter further: 
[redacted]
Sincerely,
 
 
[redacted]

Revdex.com:
At this time, my complaint, ID [redacted] regarding Urban Express has been resolved.  Not because of Urban Express but because I kept calling [redacted] directly and requested that they rectify the problem their vendor created.  I...

would like to hear from Urban Express as to why they would not reach out to me to rectify their mistake.  I would hate to think what would have happened had I engaged them directly without [redacted] being in the middle.  They were quick to cash in on the "assembly" fee but did not assemble the bed correctly.  Attached you will see pictures of how Urban Express assembled the bed. 
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,
[redacted]

The customer is allowing the complaint to stay open until his credit card dispute has been closed. Revdex.com Please be advised. Thank you
[redacted]

Revdex.com:At this time, I have not been contacted by Urban Express regarding complaint ID [redacted].
I was recently told by sports authority that they are operating as "XPO LOGISTICS" out of New York.  I recently called them...

again and was told from an automated message I would be contacted within 48 hours.  Well that was 4 days ago.  This company is horrible and causing me so much stressSincerely,[redacted]

Review: I have never experienced such an un-professional, amateurish operation in my life. Approximately a week after I ordered my furniture from Ikea, I was told that it was ready to be delivered and that I should call and schedule a deliver date. I would call back, be on hold for a ridiculously long time, only to be told that it wasn't actually ready and they weren't sure why I received a call, stating that it was. This happened twice.

I called again a couple of weeks later to confirm my delivery, only to be told that there I didn't have an order at all. I would call back a few minutes later to get a different rep, and they confirmed my order and delivery date.

Mind you, each and every time I called to confirm delivery, I was told that my order included assembly. I spent the bulk of the morning of the delivery, moving emptying out my drawers, cleaning, and moving furniture in preparation for the assembly and my new furniture.

When it FINALLY got delivered a month after the chaos, they simply dropped off the boxes, made me sign something, and then ran out the door.

And when I called UX to get things sorted out, I was blown off by the customer service rep, even though there are recorded phone calls stating that assembly was included.

I have NEVER been so upset by an operation in my life.

I demand an apology and some semblance of compensation.

This company's customer service and operation is absolutely ridiculous.Desired Settlement: I'd like someone to come out and finish the job that they started and that was promised to me.

Business

Response:

[redacted]

Review: UX Logistics facilitated delivery of items purchased at Ikea to my home. The incident took place on Saturday, August [redacted] 2013 at approximately 7:30 PM when two employees of UX Logistics attempted to transport a large box into my apartment.While going around a corner in the hallway leading to my apartment, the UX delivery representative carrying from the top (Driver #1) attempted to force the box around the said corner without communicating to the UX representative at the bottom (Driver #2), who had a clear vision of where the bottom of the box ultimately would impact a stained glass window. Within moments the said window began to give out under the pressure of the box being forced into it, and in turn, left the lead frame bent and two glass panels cracked.As a result, they damaged an antique Victorian stained glass window in the foyer of my apartment building that my landlord is requesting that I repair. I have had a professional come by to my home to evaluate the damage. He provided me with an estimate of $850.00 for the full repair.I have been working with the claims department at UX Logistics to resolve this issue but they continue to dispute their responsibility. They have even gone as far as to fabricate false claims to absolve their responsibility.I have never experienced such dishonesty and complete disregard for customer service. Their refusal to claim responsibility on top of their blatant lies has made it set in stone that I will never do business with Ikea or any other company that outsources their work to UX Logistics.Desired Settlement: My desired settlement would be for UX Logistics to accept their responsibility for the damaged window. I request that they pay the full $850.00 to the contractor who will be facilitating the repair. I want to assure that my property is restored to how it was prior to this incident and I will continue to pursue my claim until a settlement is reached.

Business

Response:

To whom it may concern,

I am very sorry for any Inconvenience which this situation may have caused. At no point in time is this portrayal of our service supported by ownership and since, the technician in question is no longer working as a Contractor for UX.

Review: UX brought two damaged items to my apartment. The driver was not able to explain the process for accepting partial shipment; there was a language barrier in addition to no formal paperwork or procedure. The driver then told me he will be back to deliver the broken pieces. I called [redacted] to confirm that the other pieces were available and they told me it takes 48-72 hours to redeliver. I contact UX about it to inquire why the driver told me he'd be here later but [redacted] said 2-3 days, and they said [redacted] has to fix the issue. I asked what needs to happen to confirm this and I was put on hold 3 times. After the third time, a gentlemen picked up and provided TERRIBLE customer service, and hung up on me.

This is the second time I've had issues with UX. Is it so difficult to have processes in place that are understand by their employees?Desired Settlement: I want my money back. They were supposed to a certain amount of goods by a certain time, and not only did they fail to do that but they also provided terrible customer service and hung up on me. Additionally, the driver lied (told me they can do something they can't), and there was no process in place to make sure it was clearly identified that I received a partial shipment.

Business

Response:

Case # [redacted]

Customer Name: [redacted]

In response to the customer’s claim:

I am very sorry for any

Inconvenience which this situation has caused. At no point in time is this

portrayal of our service supported by ownership.

In investigation of this matter, I

have found that the damaged and missing piece(s) were replaced by [redacted] and

delivered on 10/**/2013, confirmed with the customer. I sincerely apologize

that the procedure was not conveyed properly to you and all parties involved

have been retrained in the proper handling of these matters.

Because of the inconvenience

involved in the miscommunication of our policies for damaged goods, we will be

refunding the $99 paid for the delivery fee.

If any questions do arise in

regards to this claim, please feel free to contact me at ###-###-####

Thank you for your time,

Recruiting

Manager

UX

Specialized Logistics

Review: I purchased a bed through [redacted] on 8/*/14. It was delivered by Urban Express, damaged. I reordered the bed on 8/** (that is how long the first process took). They were to deliver between 4-8p.m. on 8/**. I received an automated call at 7:30p.m on that date that the delivery is delayed between the hours of 7-9p.m. No one showed up, or called at 9p.m. At 9:40p.m. someone called (an actual person this time) to tell me my deliver was on the way but will not get there until well after 10. Closer to 11p.m. I told them I could not accept it at that time because I was had to go to bed and that was too late for deliveries to my condo. There were very mean to me. The reason for the delay was because another customer was not home for their delivery and they had to wait for that person. They said the could re deliver it on Saturday. I told them several times I was only home before noon on Saturday. I got a message that they were delivering it on Saturday between 2-5p.m Because this was an automated call I had to phone the number to speak with a person to tell them I said I could not do that time and needed to reschedule again. She was very curt and told me I would have to call [redacted] to set up a private delivery and pay the price for it. Then proceeded to hang up on me. I called [redacted] for probably the 10th time within 2 weeks...sat on hold for another hour and finally canceled my order. To which I still have not been refunded (again, I have a complaint in regarding that as well) I drove to [redacted] on this past Sunday (9/*) to find out that Urban Delivery never brought my bed back to the store so my purchase was still open...after I told them to cancel it. No one has helped me in any of these situations. I want my money back.Desired Settlement: I want a refund for the delivery fee for the original bed of $79. I was also told by [redacted] that they, [redacted] would refund that amount for me, as well as $25 gas credit because I had to drive there in person twice because no one was responding to me, and [redacted] said they would refund my bed. That would be a total of $368. [redacted] also said they would give me teh $50 gift card back that was used to purchase the bed so really I should get back $418 for all of this. My complain with Urban Delivery is because of their poor attitude and customer service and for not retuning my product to the store so I could get a refund. However [redacted] failed to mention that to me the almost 10 times I had to call them to fight for my money...which I do not have still. I do not know if Urban has to refund the $79 delivery fee but I am expecting this back. I have logs of my phone calls to [redacted] and Urban.

Business

Response:

[redacted]

Dear [redacted];

We received your complaint from the Revdex.com and would

like to apologize for any inconvenience we may have caused during your delivery

on 8/*/2014. I will be refunding your delivery fee for order number

[redacted]. As for the refund on the merchandise I will need to refer you to the retailer.

Once again our apologies, Your refund check will be mailed within 4 weeks.

Sincerely;

Review: Purchased an item from IKEA and received email confirmation that the item would be delivered between 0900 and 1300. My mother took a half day off work to wait for the item. At 1230/1240 no had called or made the delivery; called IKEA and they confirmed delivery time and gave me the number for UE in Illinois. Called and the rep initially attempted to misrepresent by saying delivery was initially scheduled for 1000 to 1500; corrected her and informed her that both IKEA rep and email confirmation confirms 0900 to 1300.

UE rep then said the "driver running a little behind schedule and would be there between 1330 and 1400." At 1413 no one was here, I called my mother and asked her to call.

[redacted] answered the phone and my mother asked to speak with a [redacted], after holding for 6 minutes [redacted] returned to the phone asking could we hold longer, we did, [redacted] came to the phone approximately 10minutes later. Explained to [redacted] that issues happen but the company did not have the decency to call saying the delivery would be late is it ok or give a re-schedule option.

[redacted] said the delivery would be delivered by 1500 and I informed her that URBAN EXPRESS has poor customer service and that I would be placing a complaint with IKEA & the [redacted]. After I hung up with [redacted], she had someone call my daughter, after we spoke saying the delivery will be 1500 (after the fact).

I called IKEA corporate and spoke with [redacted] and I also called [redacted] in New York ([redacted]) while on the phone with [redacted], Urban Express delivery rang my bell at [redacted]; I buzzed them in and informed [redacted] this had to be the delivery guy. When I went out to lobby door; I didn't see anyone and continued speaking with [redacted]. The delivery guy was on the 2nd floor (why I don't know, unless he can't read).

I gave [redacted] the information regarding the order info.Desired Settlement: Urban Express misrepresented themselves by saying they would provide a service at a specific time and not only failed to live up to their commitment but when the delivery person got here; and was buzzed in; he went to the 2nd floor when clearly the order said the first floor.

Business

Response:

Case # [redacted]

Customer Name: [redacted], [redacted]

In response to the customer’s claim:

I am very sorry for any inconvenience

which this situation may have caused. While many things can cause a delay in

the delivery, I do sincerely apologize that you were not proactively notified

of the delay in delivering your order.

In investigation of this matter, I

have found that the driver was delayed causing the time window to be moved. I

will be submitting to [redacted] a good faith refund for $50.00, one-half the

delivery fee, for the inconvenience caused by us not contacting her of the

delay. I have also spoken with the necessary [redacted]s about our policy of

proactively notifying customers of delays.

I have reached out and left

messages for [redacted] on 03/**, 03/**, and 03/**. I have not received a

response. [redacted] is welcome to contact me at her next convenience if she

wishes to discuss this matter further:

Sincerely,

Review: My fianc and I purchased a couch and a bed from IKEA in Stoughton, MA on January [redacted], 2014. As we were unable to transport our purchase from the store to our residence, we utilized Ikea's delivery service option. This option included a delivery fee of $99.00 and was scheduled through a third party delivery service on a date of our choosing. We scheduled our delivery for February **, 2014 between the hours of 10 AM and 2 PM. The evening prior to the delivery date, we received two confirmation texts reporting two separate delivery time frames, 10-2 and 3-7. We responded yes to verify these delivery times. On the date of delivery we received our bed from IKEA within the 10-2 time window. The delivery driver had paperwork for the couch but did not have the purchase in his possession. We called the delivery company and asked when we would received the other half of our shipment. We were told the couch would be delivered during the 3-7 time window. At 7:15 PM on the evening of February 1st we had not received our purchase and had received no phone call from the delivery company. At this point we called again to inquire after our purchase. We were told that the truck had broken down and that they had not intended on calling us to reschedule to deliver at our earliest convenience. We asked to speak to a [redacted] at this time and we were put in contact with [redacted], a delivery service [redacted] for the company. We expressed our displeasure with the days events and asked that the item be delivered the next day, February [redacted]. He told us that the delivery would be made between 10-noon. Sunday afternoon we had not received our delivery and called again. We were told by the [redacted] on duty that no delivery was scheduled and was not willing to work with us to get the issue resolved using the words "I'm sorry I can't help you, there is nothing I can do". As of now we have yet to receive our purchase and have not been given any alternative plan of action from the delivery company.Desired Settlement: Given that the delivery company has repeatedly failed to provide the service for which we paid, we request a refund of our delivery fee. This issue was brought up during a phone conversation and the company refused to refund any money stating this matter should be addressed with IKEA. In addition, we would like to receive the item we purchased. We would like this to be delivered to the agreed upon location at our earliest convenience.

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: Urban Express was to deliver and assemble a swing set to my home. I called on 4/**/15 at noon (not sure who I spoke with) and was advised [redacted] needed to release the order. At 242 on that date, I was advised that [redacted] at [redacted] that the order was released earlier that morning. She indicated that I would hear from UAE on 4/**/15 to schedule an appt. to deliver/assemble the swing set. On 4/**/15 at 630, I called UAE and spoke with [redacted]. He indicated that my Order had been assigned to [redacted]. He attempted to contact [redacted] and left him a message. He assured me that I would receive a call from [redacted] that night. I never have...On 4/**/15 at 350, I spoke with [redacted]. He had me speak with a [redacted] (whose name I was never given) who stated that my Order has been reassigned as I "should have been contacted for scheduling" and that I would be reassigned to another tech. I was further advised that the [redacted] would call "within the hour" to schedule me. That did not happen. Tonight, I spoke with another [redacted]. He states that my Order is still assigned to the same [redacted] and there are no notes about it being reassigned. He further validated that "it should have been scheduled." He stated that he would send an e-mail. I advised him I would file a complaint.Desired Settlement: I want this job scheduled the week of 5/*/15 so that my father, a ME, can micromanage it. He can follow the guy with a Level and tell him all of the things he needs to fix. [redacted] would not have had the benefit of his own onsite [redacted], an actual Mechanical Engineer, in April.

Review: I purchased a bed from [redacted] in Miami, Florida. [redacted] uses Urban Express as their assembly vendor. Urban Express came to my vacant house on September **, 2014 and assembled the bed I purchased from [redacted] in a guest bedroom. The bed seemed fine at the time. On October **, 2014, I moved into my house. I was getting ready to put sheets on my mattress when the bed collapsed and broke the upper part of the bed. I called Urban Express the same day. The rep. said he would try to help me and would call me back. Never got a call back. Then the second time I called, I was told I needed to speak to a [redacted], I left a message for the "[redacted]" but the [redacted] never called back. I called again yesterday, October **, 2014 and was told that I needed to take this matter up with [redacted]. ALL I want is for the refund of the assembly or for Urban Express to come out to my house and fix the problem. [redacted] will not refund the bed because I don't have the original box. Urban Express will not reply or talk to me because I have to talk to [redacted]. Stop shifting the blame, the assembly was shoddy and parts were missing.Desired Settlement: Please refund the amount of $208 for the "assembly" service and the refund for the bed. Total amount $657.00. Because of Urban Express the bed fell and it is now broken. [redacted] will not refund, I have a bed that cannot be used. Order No. [redacted]

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Urban Express has been resolved. Not because of Urban Express but because I kept calling [redacted] directly and requested that they rectify the problem their vendor created. I would like to hear from Urban Express as to why they would not reach out to me to rectify their mistake. I would hate to think what would have happened had I engaged them directly without [redacted] being in the middle. They were quick to cash in on the "assembly" fee but did not assemble the bed correctly. Attached you will see pictures of how Urban Express assembled the bed.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

Review: At the end of January we placed an order with [redacted] - bed frames, mattresses, dressers, a couple of recliners, and some other items. We were given a delivery date of Feb. *, 2015 with the 4 hour window of 2 - 6 PM. This order cost us nearly $3,000 with shipping.

Feb. * arrives and at about 2:15 PM we get a call telling us the old "truck broke down" story, and NOW the earliest time we can get our shipment is the following Tuesday! My family and I are moving out of state and the original delivery date would have corresponded perfectly with the schedule of our moving truck. Tuesday is too late!!

Phone call after phone call went unsatisfied, transfers from this person to that person and no one seems to know when or IF we'll get our delivery, nor do they care!! Absolutely NO help at all.

We spent our hard-earned money on this furniture (as well as the shipping fee) for our new home, and now to add to all the other stresses of a big move such as this, our family may be reduced to sleeping on the floors for want of beds!!

This is absolutely UNACCEPTABLE!! My husband and I are beyond stressed so this is causing us mental anguish as well.Desired Settlement: I want my furniture delivered. I would also like a refund of the shipping costs of this order. Shipping costs were $144.00.

Business

Response:

[redacted]

[redacted]Dear [redacted]We received you complaint from theRevdex.com and would like to apologize for any inconvenience we mayhave caused you. I investigated your claim and have found that the events thattook place on 2/*/2015 are accurate; the driver broke down and your order wasrescheduled for 2/*/2014. [redacted], once again we apologizefor any inconvenience we may have caused you, I would like to refund yourdelivery fee in full. What address wouldyou like us to send your refund?Sincerely; [redacted]

[redacted]Email: [redacted]

Review: Urban Express gave a delivery window of 3-7pm. It is 8:54pm local time and the delivery has still not taken place. I have been unable to obtain a direct answer regarding when the delivery will arrive from the "customer service" representatives. Further, I was told that Urban Express will give customers an alert if a delivery is going to be delayed but I did not receive one. The late delivery also upset the doorman and super at my building as deliveries are not allowed to be made at this hour.Desired Settlement: Because of the significant delay in the delivery and lack of notification, I believe that a refund is fair. I requested a refund from Urban Express, who told me I would have to talk to [redacted]. However as Urban Express is the third-party contractor engaged by [redacted] (and PAID by [redacted]) to make the delivery, Urban Express should be able to refund at least a portion of the fee.

Consumer

Response:

At this time, I have not been contacted by Urban Express regarding complaint ID [redacted].Sincerely,[redacted]

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Description: DELIVERY SERVICE, FULFILLMENT SERVICES

Address: 229 W 36th St, New York, New York, United States, 10018-7529

Phone:

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