ComplaintsforDay & Ross Freight

• Initial Complaint

  06/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We used the services of Day and Ross Freight through a third party online shipping company (Eshipper) to deliver goods from a PO to ******* Canada warehouse. In two separate occasions the tracking number showed as the goods were delivered to ******* warehouse, when in fact it had not been delivered. The freight company had no communication with us until after 30+ days on both occasions to informed us that the shipment had not been delivered because of the following; 1) First shipment was delayed due to staff shortages on the freight QC depot, causing the PO to expire, and being unable to be delivered to the ******* warehouse. We were not informed of the parcel rejection in a timely manner, causing the PO to be expired with a loss of $9,000 CAD in sales and incurred an $1800 penalty from ******* due to non delivery of goods. 2) On the second occasion, the same thing happened. The parcel was delayed and the driver attempted delivery to ******* without an appointment. The goods were denied and we again experienced a loss of $9,000 in sales and another fine of $3,200 for non delivery. On both occasions, the communication from the freight company was delayed and the tracking information shown to us was incorrect; impeding us from acting in a timely manner which resulted in loss of sales of $18,000 and incurred penalties of over $5,000.

  Business response

  17/09/2024

  Good Morning,

  Thank you for bringing your concerns to our attention.

  We apologize for the inconvenience the delivery delays caused both yourself and the consignee and we are committed into investigating internally. Since we are billing eShipper for this shipment, any type of monetary reimbursement would need to be requested and come from them directly.

  In turn, they have channels they can follow show they decide to request compensation from Day & Ross.

  Again, please accept our sincere apologies,

  ****** ****

  Manager, Customer Care

  Day & Ross

• Initial Complaint

  16/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Day and Ross supposed to deliver my item last Friday, they should be calling me last thursday 11th July to make an appointment. Till today, I got nothing (July 16th). I called their customer support, waited for 1 hour, and nobody pick up the phone. The supplying company I ordered the item from called them yesterday, they say they're going to call me on July 15th but they never did. Ok so at 10am today, I've received appointment call from them, they told me its not commercial, so they have to send the package to a partner. The partner did not call me at all,I got nothing, so further delays. I want to get an affirmative answer, WHEN will my item arrive? WHO is the partner so I can track my item.

  Business response

  25/07/2024

  Customer was contacted on July 17th, and issue was escalated within the delivering terminal. 

  Freight delivered on 17th

   

  Customer response

  25/07/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21998900, and find that this resolution is satisfactory to me.

• Initial Complaint

  02/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  DRM******* **s scheduled to be delivered 6/28/2024. It was not and now the package is stuck in their drummondville warehouse. I`ve tried calling (no answers), Chat (never any agents available). Emails (No answer). The exact same situation happened last week on another order and i`ve yet to hear from them.

  Business response

  17/07/2024

  Good Morning,

  We extend our sincere apologies for the delay in both of your shipments being delivered. The Drummondville terminal has gone through a bit of change recently, but they have put processes in effect to rectify the situation. 

  Should you have any questions or concerns in the future, please reach out to me directly at ************dayross, and I'd be more than happy to help out. 

  ****** ****

  Customer response

  17/07/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21931477, and find that this resolution is satisfactory to me.

• Initial Complaint

  18/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Good afternoon I ordered a pool heater from you, I see by the tracking it's sitting in Edmonton since Sunday. Day/ Ross wouldn't answer the phone and I can't get any response from them. I need to know it they are delivering it to my acerage or not. I have to arrange someone to be home to receive it as the gates are closed.

  Business response

  19/06/2024

  Responded to Terry via email for his tracking number so we can troubleshoot the issue

• Initial Complaint

  10/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I ordered a soft sided pool from ******* on April 28th. They shipped it out with Day and Ross. The pool made it to Mississauga on May 2nd. Since then, it hasn't moved. I called the company and they told me they would contact the warehouse and follow up with me. They did not follow up. I tried their chat feature on the website, and the only reply it gives is "no representative available" and that they will email me back. They did not email me back until I got angry. I recieved 2 emails from customer service. I replied and received no follow up. I used the chat feature on messenger and they assured me they were looking for my package. I still have no update, and now I can't even track the package on the website. It is now May 10th, and I still have no information on my package.

  Business response

  16/05/2024

  **** ***** has also reached to Day & Ross directly. I will continue to follow up with her regarding the loss of her shipment via email. 

  Customer response

  16/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21694453, and find that the reply is satisfactory. However, the issue of the item missing is still a current problem.

• Initial Complaint

  11/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am awaiting delivery of a 70" TV from this carrier. Tracking number is **********. I received a call from a DAY & ROSS agent from phone number 613-741-5247. There was no name on the caller ID so I let it route to voicemail. I received the message stating I needed to make an appointment for the delivery, and to please call back 613-741-4931 and quote my tracking number! I was unaware I had to set up a delivery time. But I called back the number. I have called it back a total of 18 times today. There is NO VOICEMAIL and I just keep getting hung up on! This is really terrible business practice! I feel this is some kind of stall tactic. They can deliver at ANY TIME as I work from home. But how do you reach these people? Are they aware that voicemail has been a useful business option since the 80's? I can also screenshot my phone history if needed! Thank you for your help in advance!

  Business response

  12/04/2024

  Good day *****,

  I am so sorry this is your experience. All residential deliveries need appointments, as this is to ensure no packages are left outside your home. I  have contacted our appointment associate and explained the situation as well as urgency on reaching out to you and make arrangements. She will be calling you today. My sincere apologies for this misshape.

   

  If there is anything else we can assist with, please contact us at commerce solutions commercesolutions@dayross.com or 866-329-7677

   

  Customer response

  12/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21563831, and find that this resolution is satisfactory to me.

• Initial Complaint

  25/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Re: **********. I received this shipping on July 21 2023, with one of the pallets broken and one of the batteries removed , the total weight I received was 210kg or 462Ib instead of 306kg or 672Ib I contacted the the shipper and the transfer company (******** trucking). Who sent me videos and photos from their CCTV camera Video on their respective loading docks obtained shows that the pallets were intact when it left the shipper and by the time it arrives in Edmonton and transferred to ******** trucking the pallet was already broken up and one lithium ion power wall battery was already missing, according to the video of the loading dock of ******** trucking. This power wall batteries are very expensive and I have lost more than 7000$ and I need answers See attached photo showing 3 batteries shipped on one pallets and and a second pallet of inverters, before shipping, and the photos of the transfer from cctv camera videos, and the photos of what was received showing 2 pallets with the second batteries missing, and photos of the actual weight received, Please let me know what I should do next

  Customer response

  03/08/2023

  Please see attached invoice 

• Initial Complaint

  09/07/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We bought cabinets from **** ***** and they hired DayRoss to deliver them. Pro# **********. Ref# 519207133. 4 pieces. They were to be delivered between the 2-4 of July.we then got a date of the 6 of July. We called Day Roos on the 7 of July and was told that they farmed it out to Hi-way 9. Day Ross then said it’s not our problem it’s Hi-way 9 problem. Day Ross said we don’t have a truck. But they were hired by **** ***** to deliver we had a crew here to install. We got know notification that they were not being delivered. On the proposed dates.

  Business response

  10/07/2023

  Good afternoon,

   

  Please note that we have contacted Hi way 9 for information on when your order should be delivering.

  I will contact you with resolution shortly,

  Customer response

  11/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20294648, and find that this resolution is satisfactory to me.

• Initial Complaint

  26/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Day and Ross trucking has been contracted by ****** ********** to supply a replacement generator. The item was to be shipped from Bolton Ontario to Spruce Grove Alberta. the item was picked up from the Bolton warehouse on 15 May and was due to be delivered 24 May, but has been sitting in Mississauga since. I have contacted Day and Ross several times to find out what is happening with my shipment and no one can tell me why it's still sitting there. I contacted customer service again and was told it may have been shipped without documents to Edmonton, but no one can tell me if it's there. ****** is trying to push on their end, but I wish to make a formal complaint against Day and Ross trucking. tracking number SMI94776473001

  Business response

  07/06/2023

  Good morning,

  Please accept our apologies for the inconvenience and delay in delivering your freight. 

  I have escalated to the Operations Manager to determine if we have eyes on the freight, and what is going on to cause the delay. I will reach out to you as soon as I have additional information. 

  ****** ****
  Manager, Customer Care
  Day & Ross
  

  Customer response

  07/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20109579, and find that this resolution is satisfactory to me.

• Initial Complaint

  24/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  I hired Day & Ross to pick up a wood stove from Lowes Gloucester, ON to be delivered to my installer in Val D'Amour, NB Day & Ross (according to them), were delayed 1 day at the transfer station, by which point my installer was out of town till the following Wed. evening. I returned the call of the driver and he agreed to keep stove till Wed. at which point he would drop it to the ground Wed. afternoon for installers return Installer got home that evening and found the pallet under the stove's crate was crushed and took pictures. he came to my home to install on Sat. i watched as he and his partner uncrated the stove - noting the damage as they went. (crushed left side skirt, rear heat sheild crushed, fan rattles loudly and is unusable, 4 firebricks crushed and broken, 4 areas of high heat paint chipped off) i called Lowes, sent pics as instructed and was told they would call within an hour. Lowes called said mgr. would call back next day. i had to call on Monday to ask what was happening. Mgr. said it was pristine when it left, i asked if it was uncrated prior & checked - no - told to phone Day & Ross- end of discussion phoned D&R and filed claim. Told adjuster would get back in a couple days. Adjuster emailed with following responses from our back and forth, driver said all was fine when dropped, signature saying all well (no one home to sign -IT WAS FORGED!), and that i waited too long to file complaint.

  Business response

  01/03/2023

  Spoke with complainant 2/27 to obtain pertinent details on the shipment. Will reach back out to her once I have further details and/or resolution. 

  Customer response

  01/03/2023

   I am rejecting this response because:
  
  Day & Ross is denying all responsibility to my claim, yet damage was clearly done to the pallet.

   

  Their employee forged a signature to say there was no damage.  Why would the employee do something so patently illegal, unless he was covering something up?  His actions are reprehensible.

   

  The basis they are denying the claim is not sound.  I was the one who initially mentioned there was no damage to the crate.  However, if you drop the pallet and crate on the ground (at whatever height), whatever is inside will be damaged.  Day & Ross even said  the stove was obviously not packaged well.

   

  I don't believe this company should benefit, in the form of the $113.30 paid to them. from damaging my goods,   They lied to me, saying the delivery was signed as having no damage, when it was their driver who forged this signature.  This illegal action is clear indication of wrong doing.

   

  Plus I had to incur the additional cost of replacing the fire bricks and still have a non working fan and areas missing the high heat paint protection.

  As to the rest, the dents, they don't inhibit how the stove works (I don't think), but it is nice to buy and receive something whole, intact, and working properly.

   

  Day & Ross is blaming Lowes for the damages as they didn't check the crate after receiving same from their supplier.  Again, a point I brought up with Day and Ross.  However, Lowes maintains the crate AND pallet, were "pristine upon leaving Lowes".

   

  It seems that I am the only ones left to blame.

   

  From the start of this claim, Day & Ross has denied.  They have been curt, aggressive, and rude to me.  This lack of respect and avoidance has been appalling.  The measure of a company is not when all is going to plan, it is how they deal with the inevitable issues - and forging signatures and lack of respect is not it.

   

  **** *******

   

   

   

  Business response

  02/03/2023

  Hi ****,

  Thank you for taiking the time to speak with me earlier this week. 

  I have investigated the claim with the Nation Claims Manager. We will stand firm with the decision to decline the claim request.

   

  Kind regards,

  ****** ****

   

  Customer response

  02/03/2023

   I am rejecting this response because:
  
  no damage when they picked up, damage after

   

  the forgery has now been reported the the  R.C.M.P

   

  ****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩