ComplaintsforSeko Worldwide, Inc.

• Initial Complaint

  09/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  SEKO is the logistics and delivery service for ****** Home Improvement. For the last 3 weeks I have been trying to get any semblance of customer service from **** to have a front door delivered. They state it will come when it comes, then when it has been scheduled more than 4 times they have an excuse why it never arrives every time. They claim it will only fit on one truck yet that truck is in the shop. This is a day after they say it is "out for delivery" when I call and schedule contractors to install the door. They have never once actually returned a call or lived up to anything they have said they would do and state they have no responsibility to do anything but leave a 7' by 8' door in my driveway when they are able.

  Business response

  09/10/2024

  I have investigated this incident and below details - I have also tried to reach the consignee to speak to this mishap and to confirm delivery completed as well as the facts below, no answer to phone ( i did not leave a message rather I have sent email - see below details from delivering station manager and know that we have put corrective actions in place moving forward.

  "This Basic delivery arrived mid-August. As soon as it arrived Mr. ****** was on the phone with us wanting to schedule delivery. We tried to accommodate him, but the freight would not fit into the drivers truck due to height and having to deliver upright. We tried again with a larger box truck but didnt work either. We finally set it up again for 8/22 with a high cube. When the driver arrived to deliver, he was told by the consignee that he did not want it at that time since his contractor was not available. Unfortunately, dispatch for the trucking company failed to send a notification of this issue. The high cube truck broke down and they were waiting on that to deliver. It Finally delivered Friday 9/6." Our apologies for this issue .
  

   

   

   

  Customer response

  09/11/2024

   
  Complaint: 22253825
  
  I am rejecting this response because:

  I wanted to accept the response but not without some clarification.  SEKO was 2 weeks later than initially indicated by the tracking information which I only knew once I called.  They did not know how to deliver the item or how to store it and we agreed on a delivery date which I requested because I was out of town and this is a very large item.  They agreed, then a friend happened to see them trying to leave it out in front of my house with no notice or call.  Fast forward another 2 weeks with no delivery, so started to call daily.  In the end they did not deliver it on 9/6.  On 9/4 they said it was out for delivery, however it did not arrive, so Thursday morning 9/5 I called as my contractor arrived to install the door and again they did not know what happened to the door.  A manager came to the phone and said the truck is still down and didn't know why it said "out for delivery" but promised it on Friday.  Again Friday 9/6 no door but the promised it Saturday first thing.  Unfortunately there is no contact number for them on Saturday so I just had to hope it was coming.  So then Saturday at 11am I walk out my garage door to see it laying on its side in my driveway, no call, no doorbell, just laying on my driveway in a cardboard box waiting for it to rain.  Thankfully I had a tarp and covered it, this was just as I was about to cancel my contractor again for Monday.  The contractor arrived and the door was scratched and the threshold bent as if it had been dropped or hit by a large object.  I am dealing directly with ****** Customer Support escalation department on this so you can consider it closed with the BBB
  
  Sincerely,
  
  **** ******

  Business response

  09/13/2024

  Apologies and have launched a full investigation to this occurrence including the most recent information shared by the local delivering office. This will certainly be addressed with all concerned and once again Apologies once again for this failure 

• Initial Complaint

  08/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I returned at item for two unopened cables for a WiFi thermostat and it was received July 29 with **** tracking and the company advised me the refund would be issued back with in ***** days and it's been over a month and the company has still not issued me a refund and I have email correspondence saying the refund has been issued and they keep delaying the refund and still have not received refund for returned items.

• Initial Complaint

  07/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Purchased ice cream machine from Vevor on 7/5/23 with a delivery date of 7/10/23. Vevor updated its system on 7/5/2023 to confirm it placed the shipment order with Seko Logistics for delivery by 7/10/23. The machine was not delivered on 7/10/23. I reached out to Seko Logistics on 7/10/23 and received an automated response that **** would get back to me in 48 hours. I never received a response. Seko updated its tracking information to show that my machine was now wn route to delivery terminal on 7/11/2023, with an estimated delivery date of 7/17/23 - one week after my contracted delivery date. I had an event scheduled for the weekend of 7/15 that I needed the machine for, but due to Sekos negligence and lack of communication, I did not have the machine I purchased for my weekend event.I reached out to Seko again on 7/15/23 confirming that I needed my machine for an event. Again, ***** auto response stated Id hear back within 48 hours. Again, I was ignored and received no communication from Seko.7/17/23 was yesterday. The day came and went, and here yet again, no machine and no response from Seko Logistics. I reached out a third time, and again received an auto response that I should hear back in 48 hours.I purchased my machine on 7/5/23 for a 7/10/23 delivery date. Seko did not deliver. Seko Logistic's tracking website currently estimates delivery by 7/17/23. I am writing this review on 7/18/23. Seko did not deliver.Seko Logistics has not responded to any one of my three inquiries. They have completely ignored me. Now Vevor is suggesting they will only refund me upon return of the machine! How am I supposed to assume responsibility to return something that I never received?!

  Business response

  07/19/2023

  Seko Hawb# VE1005138

  Complaint received 7/18 - opened investigation and have spoken with all parties involved on Seko side - Origin ( *** ) Destination ( *** ) -  Have also called and left message for consignee ( Complainant) ******************* :  No return call as of this writing :  The destination office in ******* has called and spoken with him yesterday the 18th and has since scheduled delivery for 7/20 at consignee request . In investigating the handling - there were delays by the supplier in ********** to provide us with the product timely which resulted in a 3-5 day delay in movement cross country for delivery . We have also addressed the internal communication complaint.  All has been explained to consignee who seems to be satisfied and will accept the delivery as scheduled on 7/20 .  We will follow up with him for any additional comments and concerns and until completion of the delivery .

  Regards

  *********************

  Seko Logistics operational support 

  Customer response

  07/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would further like to express my gratitude for the prompt response, swift action, and results delivered by *********************. In spite of the initial difficulties, **** successfully addressed all communication pitfalls within Seko and with me, and had the machine successfully delivered this afternoon.

  Thank you!

  Sincerely,
  
  *******************

• Initial Complaint

  06/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On Jun 3rd 2023 I ordered two of the exact same items, Midea EasyCool *****btu Air Conditioners. To date, I've only received one and that was on Jun 22nd. I have tried to contact **** (by phone and online) and the delivery station (****** shipping) to no avail except that **** shows that both items were already delivered on Jun 22. However, the shipping company and delivery driver can attest that this is not true. Where is this package? Please resolve this matter immediately.

  Business response

  06/30/2023

  Have attempted to reach to complainant today 6/30 upon receipt of the complaint : No response - message left at 12 noon for return call

  There were two shipments consigned to *********** under following *********. Numbers each for one piece ( SEE BELOW ) both are showing in our system as delivered on 6/22 - we are conducting further research with the delivering carrier  ( ****** ) around events of that day and if any hard copy receipts can be provided . We will reach out to ************ once again if we do not hear back by end of day 

  XC315536610605

  XC315534890605

  Thanks

  ********************;

  Seko Logistics 

• Initial Complaint

  03/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Seko logistics has not properly communicated on my delivery . Different departments telling me different things all in while they are holding a product that I paid for I scheduled for delivery and now they are saying we dont have anything scheduled . Not professional non caring and will not tell me when I will receive my package I called who I ordered from and also they cant get any information on the product and when I will recieved the lack of incompetent people answer phones is ridiculous I did all that this company is required of me for delivery and they have no held there end of bargain of delivering my product that I ordered . I want this company to reimburse shipping cost as well as pay my first bill owed on this product since it is financed and I have not had it in my possession this is ridiculous and unprofessional

  Business response

  04/10/2023

  Thank you for bringing this issue to our attention. Should there we any further communication - please refer to HAW( BOL ) number AI34227933 in the subject line . Firstly - I have contacted the ultimate consignee , ********************** today 4/10 @ 09:49 A.M. to obtain any and all necessary information to open an investigation . He has confirmed as our system states that he received the shipment without issue on 3/30 and signed for by himself with no noted discrepancies at 18:37 of the same date listed . He seems to be fine after receiving  the shipment . I will open an internal investigation to determine root cause of the delay . The are many possible reasons for a delay on a residential delivery from contact to availability of the consignee to be home to accept as well as equipment needs to complete the delivery . I will investigate internally our processes . In the end - shipment was delivered intact and without issue as confirmed by our handling  office ( *** )  as well as ************** himself . There should be no further action required

   

  Regards

  *********************

  Seko Logistics 

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First, I have used SEKO more than once & until June 2022, I had no reason to think I would have explicit instructions totally disregarded for the extreme care necessary in the shipping of a sensitive machine from FL to KY. I bought a machine on **** and was aware from the start that I was responsible for the shipment of the machine from the seller in FL to me in KY. I would never have used a company that I had not trusted and used before which is why I selected ****. When I set up the service, I made it VERY clear the machine had to be handled with extreme care. In a situation where you have literally no control other than the professionals hired to do the task. I hired Seko based on my prior experience. From the time the "crew" arrived to pick up the machine up to and including dropping the machine off at my business the machine was not handled with the necessary care. My trust in Seko was misused. The "crew" that arrived to pick up the machine used a two-wheel dolly to transport the machine to a warehouse where they "said" they would package it for transit. This is not the instructions they should have been given. The seller knew this would damage the machine, so he called me. To keep our delivery timeline, the seller wrapped the machine to protect it as much as he could to get it to the warehouse with what he had on hand. He could not control the handling of the machine once it left him. When the machine arrived, the driver parked on the street and not in my parking lot. He brought the machine into my business on a two-wheel ******. There should be no expectation for the driver to wait for me to unpackage the machine and have it mechanically evaluated before he left. I contacted the local office in ********** during this entire event because of my concerns. I filed a claim with documentation. As soon as I paid the freight bill my claim was quickly denied without the least consideration as to the outcome of the mishandling of the machine in question.

  Business response

  02/14/2023

  See Attached

  Customer response

  02/14/2023

   
  Complaint: 18887664
  
  I am rejecting this response because: as explained by the business we have filed the complaint against, there has not been a resolution because their investigation is still pending.  I did speak with a representative that said he was asked to look into it, and he would need some time to do that.   I will not consider this complaint closed until there is a agreeable resolution.

  
  Sincerely,
  
  *****************************

  Business response

  03/03/2023

  This complaint was addressed and responded to previously - I have also spoke with the complainant and it is under investigation since the complaint surrounds a delivery issue with origin, line haul transportation and destination requiring multiple interviews which are on going.  Further iodates will follow 

   

  Tanking You

  ********************;

  Seko Logistics 

  Customer response

  03/03/2023

   
  Complaint: 18887664
  
  I am rejecting this response because: I need to be personally updated on what is being done to move this forward and an estimated time frame for a satisfactory resolution 
  
  Sincerely,
  
  *****************************

  Business response

  03/06/2023

  I have called and spoken to Mr *************************** 16:10 eastern for approximately 7 minutes and advised him the updated status , this issue is till under investigation with the two SEKO offices involved , he is understanding and I have promised an update and or resolution by end of week. He is good with that at this time , will advise once this issue is resolved and or closed on our end.

   

  Regards

  *********************

  Seko Logistics 

  Customer response

  03/08/2023

   
  Complaint: 18887664
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  He explained the ongoing investigation and would provide an update  by Friday. I am waiting for that update. 

• Initial Complaint

  01/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a five piece king ******* set (Wakefield) through ****** online in November 2022. The third party company transporting the furniture is Seko. When it arrived on 12/9/22, it was partially damaged. We kept the pieces that were not damaged. Shortly after the delivery, we discovered pieces we kept were indeed also damaged. We decided to fully return Wakefield. **** came back to pick up the set on 12/12/22.Meanwhile, we had another ****** ******* set packed in our garage (*******) that was a separate return issue, not yet scheduled to be picked up. **** saw the set and offered to haul it away even though it was not part of their job that day. We considered this an act of kindness and obliged; both sets were removed from the house that day, 12/12/22.The receipt **** gave me that day, Ive come to find out, was only for the *******, not the Wakefield. The ******* is currently being exchanged, but I have not yet received a refund for $2,599.99 for the Wakefield. This is because **** claims they never picked it up from my house. In fact, the driver was contacted and said he only removed one set that day- a lie.There is no paper trail indicating it was picked up. It is my word against theirs at this point, unfortunately. The truth is that **** picked up the Wakefield even though they say they didnt; it is my belief that the Seko employee(s) kept the set for themselves, and is able to get away with it because of the lacking documentation. The dishonesty and crafty maneuvering of securing the ******* set is alarming because it indicates to me that these employees have done this before. ****** has yet to refund me, and Im not sure they will. It looks like I will lose the $2,599.99 that I paid for the set, even though I returned it within the return window, completing everything I needed to on my end as a customer. Im reporting this because money has been stolen from me and I would hate to see this happen again. Thanks for your help,******* Care

  Business response

  02/14/2023

  See Attached

  Customer response

  02/14/2023

   Hello,

   

  Their response makes absolutely no sense, they are referring to a couch when my complaint was about two bed sets Regardless, I am going to let this go because I got my money back in the end. This whole company is a complete fraud but I do not want to continue to pursue.

   

  ******* Care

• Initial Complaint

  12/29/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a couch that was supposed to be delivered by ****, paid $200 extra for delivery. The couch was supposed to be delivered over a week ago, we had an appointment with the company and everything. The morning of, they cancel and say they don't know where my couch is. Days later they still cannot find my couch... and the tracking information hasn't been updated in 10 days. The customer service has been horrible! Avoid this company like the plague!

  Business response

  02/13/2023

  Unfortunately after having performed extensive searches throughout our Network this shipment has not been identified and determination has been made to declare this order as lost in transit.  The vendor/shipper has been notified of this status and should be contacted by the consignee (if theyve not done so already) for issuance of any refunds ad deemed appropriate as we do not collect or disperse funds direct to consumber, the place of purchase should be contacted with full scope ability to process any next steps needed for their respective customer.

   

  Please let me know if you have any questions.

   

  Thanks for your help,

  ************

   

  *******************************

  Director, Account Management

   

  SEKO Logistics

  1501 ***************************************  |  Suite 210E  |  **********, **  |  60173  |  ***

• Initial Complaint

  11/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I recently paid $200.00 for "white glove service" on the delivery of an expensive set of theater seats. My order was placed, processed and on it's way from the furniture store within a matter of days. On 10/21/22, I received notification from the furniture store that Seko Logistics had picked up my order on 10/20 (& they provided a tracking number). I used ****'s website to track my shipment. According to ****'s tracking details, the order arrived at the "delivery terminal" on 10/26; & would be delivered to my address 11/2. Here we are at 11/2; I call the number on the Seko site to get an approximate time for delivery. After a long hold, I provide the tracking number to the representative and request the timeframe for delivery. The rep says "it's been delivered to the delivery terminal - I'll transfer you to them for scheduling". My call gets transferred to the next person who says they need to get me on the SCHEDULE! And he comes back with NOVEMBER 9th as a date. I explain that my order has been sitting at THEIR location since 10/26 & that their site has shown TODAY as delivery day. I asked why no one contacted me to schedule it. I received ZERO communication - no calls, emails, or texts. He said he didn't know. I asked why their site listed an "expected arrival" date if there was a scheduling requirement on their end. It's confusing - and irritating because I took time off work to be here for a delivery that isn't coming. He seemed to understand where I was coming from; so he asked someone else in the office - but apparently NO ONE could provide a reason. I paid an extra $200.00 for white glove delivery service - which one would ASSUME comes with excellent customer communication. BUYER definitely beware.

  Business response

  11/09/2022

  Firstly, our sincerest apologies to **************** on the delay experienced as this is not indicative of the type of service execution we'd strive for with our respective clientele.

  There was indeed a noted delay in activity upon shipment receipt at our *** terminal as it relates to locking in the confirmed delivery appointment in a more timely manner.  Corrective action is underway to analyze root cause and ensure the right measures are taken to prevent reoccurrence.  The "Estimated Delivery Date" shown online is an estimation but does require final scheduling activity to occur for a confirmed delivery appointment, we will work to better communication noting the confusion described.

  Tracking does indicate initial scheduling for the delivery to occur on 11/9 with subsequent update moving that delivery date up to a scheduled delivery for Tuesday, 11/8 which was indeed completed.

  We appreciate the feedback and will follow-up internally to close the gap experienced however we are not at liberty to have financial transactions with our client's customers, in regards to the partial refund request **************** would want to follow-up with the place of purchase for ability to accommodate.

  Thank you for the update.

• Initial Complaint

  08/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We used ****'s "white glove" service to pick up an extremely expensive piece of equipment from one of our customers (mind you, this pick-up was fully insured). However, upon receiving the equipment, it was damaged beyond repair. We quickly opened up a claim in order to be reimbursed for the damages since the piece of equipment is unsalvageable, but we have yet to receive a response and it has already been over a month. We have tried emailing and calling **** for an update as well, all to no avail. Answering machine, after answering machine, after answering machine. I am very displeased with their handling of this situation.

  Business response

  08/29/2022

  Good morning - This shipment is currently under review with our claims team for update ASAP, as there is information being gathered from our ******* offices for validation.  We will have response completed ASAP for update to the client.

  Customer response

  09/13/2022

   
  I do not accept the business's response. I still haven't been reimbursed by the aforementioned insurance company, nor have I heard they are processing my claim. I would like to have the complaint reopened until I am told the insurance company is processing my claim and/or I am being reimbursed.

  Customer response

  10/07/2022

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

*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. ↩