ComplaintsforFragilePak

• Initial Complaint

  10/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have a delivery scheduled originally between hours of 12 and 4 PM at some point during the night they decided to change the schedule from 10 AM to 2 PM in the afternoon which I already made plans for an appointment that I cannot miss. I tried calling customer service, which was completely useless, giving responses not willing to escalate my issue and was very combative. I feel like I was being held hostage at my house for my own stuff that I have bought and paid for I wasnt asking for miracles to happen. I was just asking for them to pass my number to the dispatcher/driver so that way we could organize a realistic delivery so I could be here at my property.

  Business response

  10/11/2024

  Good afternoon Sir,

  First and foremost, I sincerely apologize about your experience with our company for it certainly is not indicative of the level of service that we strive to provide.
  I see that our team came back to your residence and delivered to your residence at 5:39pm that day (10/03/24).

   

  Our most sincere apologies for changing the delivery window hours to you at the last minute.

  I reached out to our regional manager to have this addressed with that local facility.

• Initial Complaint

  09/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I had a delivery scheduled for today with a window of 9-1. After 4:00 rolled around I called and of course no answers were given as to why I hadnt received my delivery. The call center is totally useless except for canned apologies and rescheduling. Now I must set aside another day in hopes that the miracle of delivery actually takes place. I can see by online reviews that they have a habit of disrespecting customers. Totally unprofessional and irresponsible behaviors from a company as large as they seem to be. Fragilepak, you are horrible!

  Business response

  09/11/2024

  Good afternoon *****************,

  I would like to personally apologize for the issues in getting your order delivered and the lack of customer service you have received from us. I take matters like this very seriously and want to help right away. If you could please provide the order's pro number (the one with a U in it), that would be great. Once we have the order's pro number we can get a senior level representative working on fixing the issue and provide you with an update and a solution in a timely manner. Thank you.
  

   

  Customer response

  09/12/2024

   
  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.
  The company CEO had the delivery set up for the next day. 
  Sincerely,
  
  *************************

• Initial Complaint

  08/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We hired FragilePack to pick up 20 packed boxes of important corporate papers. The items were picked up and then disappeared. They were picked up in June, 2024 - no one can find the boxes anywhere - we are told that it is a total loss - We hired FragilePack for our customer on the east coast - we obviously had to give the money back to our customer, but FragilePack is not taking the responsibility to find the boxes, we cannot even get them to give us a singed bill of lading so we can file a claim. This was all done via a company called ***********.

  Business response

  09/11/2024

  Good afternoon,

  I would like to personally apologize for the issues in getting your order delivered and the lack of customer service you have received from us. I take matters like this very seriously and want to help right away. If you could please provide the order's pro number (the one with a U in it), that would be great. Once we have the order's pro number we can get a senior level representative working on fixing the issue and provide you with an update and a solution in a timely manner. Thank you.
  
  

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 24, 2024, FragilePAK was responsible for delivering and installing my termpur-pedic bed. In the process they damaged my wall - the sheet rock and dented the corner bullnose. I have photos. I reached out to the company that same day on July 24th. I got an email response on July 25th saying someone will contact me as soon as possible. It has been 30 days. They need to make this right and pay for the damage they caused to my home. No one has reached out to me.

  Business response

  09/11/2024

  Good afternoon Mrs ***************** style="font-size: 0.875rem;">Per our Claims Property Damage Department. PRO#***U2084892-P Reviewing this claim , can we notice the following facts : Due to the lack of response from the consignee and the failure to provide us with the requested information, the claim closure will be based on the Proof of Delivery signed by the consignee on 7/24/23. The Proof of Delivery was signed by the consignee and it is the responsibility of the consignee to report on the *** any irregularities that occurred during the delivery process, otherwise FragilePak and its supplier are released from any liability. due to the facts presented the claim is closed
  

  Customer response

  09/26/2024

  This case has not resolved the company still will not contact me 

  Business response

  10/30/2024

  Good afternoon,

  Per our claims department, they have reached out to the ******* 5 times via email. They have sent the emails to ***************** without any response.

  Have a good day
  

• Initial Complaint

  08/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We ordered a dresser online from the military Exchange store and the delivery was assigned to FragilePak. I received a text message on Thursday, August 15th at 10:24am to schedule a delivery to our house. I immediately scheduled delivery for August 20th and received a text message confirmation. On August 19th, I got a bunch of automated texts asking me to schedule my delivery. I thought it was a mistake and emailed FragilePak through their website as the text suggested. I emailed at 9:21am and again at 2:08pm after receiving several more automated texts. After no response, I had to track down their main website and find a contact number. **************** looked into the delivery and said the delivery appointment had been cancelled days prior without my knowledge because the warehouse claimed, the government wont allow them to deliver to the military base on that date. I contacted the ******************* visitor center to see if there are any date/time restrictions for delivery trucks and was told that they are free to deliver at any time. I called again and FragilePak continued to lie and refuse to deliver. We specifically took off work for this delivery, so this is a huge inconvenience. FragilePak wants to reschedule for dates that will not work for us. They are severely lacking in communication and should have immediately contacted me if the original date would not work, rather than lying when I took the time to call them myself. If FragilePak cannot uphold their promised delivery dates, they do not need to be responsible for making any deliveries. They should be expected to be fully transparent and communicate with customers.

  Business response

  08/20/2024

  I would like to personally apologize for the issues in getting your order delivered and the lack of customer service you have received from us. I take matters like this very seriously and want to help right away. If you could please provide the order's pro number (the one with a U in it), that would be great. Once we have the order's pro number we can get a senior level representative working on fixing the issue and provide you with an update and a solution in a timely manner. Thank you.
  
  

• Initial Complaint

  08/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a mattress and bed frame set from ******* and ****** on July 6th. The tracking number I received says that they have been in my city and ready for delivery for two weeks now. I called ******* and ****** to try and get them scheduled for delivery. They told me to call fragilepak. Ive called fragile pak 3 or 4 times over the past week, Ive called ******* and ****** several times, no one has given me a single answer as to where my $6200 bed set is or why it isnt being delivered. The closest thing I got to an answer was something along the lines of its two pieces, we have to make sure the warehouse has both pieces before scheduling, well confirm and call you back in 30 minsThat was last week, and I have yet to hear back from fragilepak at all.All the times *** tried to reach out to them for an answer, all they ever say is well look into it and call you back, but they never do. Not a call. Not a text. Not an email. No answers. No solution. Nothing This has been super frustrating and just feels super sketchy at this point, and considering the large sum of money spent here, Im rather worried At best, this company doesnt care WHAT SO EVER about its customers or its own reputation.At worst they might just be scammers

  Business response

  08/06/2024

  Good afternoon ****************,

   

  First and foremost, I sincerely apologize about your experience with our company for it certainly is not indicative of the level of service that we strive to provide. There was an issue at our dock where they could not locate your merchandise. This has been located and resolved. I am showing that your delivery is scheduled for tomorrow (08/07) between 12pm - 4pm.

   

  Our most sincere apologies for the inconveniences that we have caused you
  
  

• Initial Complaint

  07/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Fragile Pak is a third-party shipping provider for Bed Bath and Beyond, from whom I purchased a mattress. The tracking number BB&B provided me leads nowhere, and even submitting it to Fragile Pak's website doesn't work. Instead, I received 3+ calls and 5+ text messages this morning, all repeating the same information, "My order is ready for delivery and to select a delivery time." The two delivery times offered do not work for me, as I cannot be present at the time, and when I click on/ ask for additional times, it tells me to call their scheduling team with the number provided. I have called the scheduling team three times and left a voicemail. I have not received a response other than more of the same calls and texts with the same delivery time offerings. I am getting frustrated that instead of the scheduling team calling me back or giving me additional options, it keeps sending me the same robot messages and calls.

  Business response

  07/25/2024

  Good morning ***************.

  First and foremost, I sincerely apologize about your experience with our company for it certainly is not indicative of the level of service that we strive to provide. I have addressed your concerns with our ******************************** team and have asked them to call you this morning to discuss your schedule that you are available to receive your delivery.

   

  Our most sincere apologies for the troubles you had contacting our Customer Satisfaction team
  

   

• Initial Complaint

  07/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased an item on June 3rd, 2024. The item was supposed to be delivered and assembled by fragile pak. I was contacted only via email and text by fragile pak on June 12, 2024. I attempted to use their portal to schedule a delivery date and time and was unable to. I reached out via their email line and did not hear back so I called them. They told me that the only delivery date would be June 27th, 2024. I told them that I was going to be out of town and unavailable for delivery that date. They told me they would reach out to the warehouse as that was the only delivery date available and that they would get back to me. I did not hear back and was called while I was out of town that my delivery was still going to be arriving on June 27th. I talked with a gal at fragile pak that day (June 27th) and explained to her what had happened previously and asked if I could just pick up the item from the warehouse myself. She said she would reach out to the warehouse and **** my item as an attempted delivery (even though I had already previously told them I was not available on June 27th). I never heard back and then received multiple automated calls on July 3rd, stating that my delivery date had been set for July 9th. I had never heard back regarding picking up the item as requested. When I called fragile pak back again on July 8th, I was told that I couldnt reschedule the delivery since it was too late and that it would be faster at this point for them to deliver the item on July 9th rather than send in a new request to pick up the item. The gal I spoke with on July 9th said that my request to pick up the item was cancelled since a new delivery date had been set, which I was not a part of choosing. Since we have waited so long for this item my husband is now taking time off of work to come home for them to deliver this item, which is very inconvenient, especially after we have tried to make other arrangement multiple times.

  Business response

  07/10/2024

  Good morning ***********************,

  First and foremost, I sincerely apologize about your experience with our company for it certainly is not indicative of the level of service that we strive to provide. I see that your Tempur King was delivered yesterday.  I tried calling you and left you a voicemail a few minutes ago to apologize for your Fragilepak delivery experience. I would like to discuss this further with you. You can reach me directly at ************ or by email *******************************. 

  Our most sincere apologies to you again and I hope to talk to you very soon.

  Have a great day
  

   

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The system did not correct itself, and I wasn't reach out out to in a correct manner of time allowing me to receive delivery of my order and wait another 2 weeks to receive my order. The rep should have called me back, where there would be time to escalate this manner if needed. If I am told I will receive a call back, I should have waited all day until there was no way to receive my order. I should have been called back immediately by that rep. ******* of the ***** hour timeline, I'm sure I'll receive a call back Monday or Tuesday of next week leading to no solution or care from this company. I received messages back from the rep regarding the trouble tickets I submitted 5 days ago and my current complaint sent to their company. There is NOT a large amount of knowledge and customer service experience between the reps I talked to. I was aware of expected manufacture lead times, but this appears to be the fault of FragilePak. At the time of delivery, 20 units were available. You shouldn't be able to work with AAFES and serve veterans or service members. You lack basic company morals and values. The company's value should read: False promises, lack of communication, and no follow through.

  Business response

  06/21/2024

  Good afternoon ****************.

  PRO# 263U1999061

  First and foremost, I sincerely apologize about your experience with our company for it certainly is not indicative of the level of service that we strive to provide. But due to the distance of our local facility and your residence we go to your area once a week (5 hours away). Unfortunately, the next delivery date we have available is 06/28/24 (Currently scheduled for). Our route for today (06/21) had been previously booked full with other Fragilepak deliveries..  I will have one our Fragilepak leadership to reach out to you to discuss further.

   

  Our apologies again.

   

  Have a great day

   

  
  
  

• Initial Complaint

  06/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Scheduled delivery of our new stove and received confirmation with information that we would be advised the day before with a delivery time window. Great! But the next day the Fragilepak deliver truck showed up 8 days early but they were unable to take the stove off the truck because it was too heavy for the two guys and they had no equipment to help. They left and said they would try and deliver the next day. We heard nothing so we assumed that delivery would take place as scheduled. We did not receive the call advising of the delivery time frame the day before as promised but did find that when we checked online with the tracking number. On the day of delivery we waited for the truck which did not arrive. Instead we did not receive our stove but received delivery notification with no additional information and no contact with any delivery truck. We then called the Fragilepak number and were on hold for 30 minutes before a customer service person answered who advised us that she could not contact the truck driver to determine what happened. She said she would call when she found out status but did not call so we then called again. This time a 45 minute wait to talk to a representative who said no information was available and that he would file an escalation report. We heard nothing more so we called again the next day which is today June 14. This time we were able to talk to someone without the long wait time but still no information until the escalation process completes and we would hear something about the status at 5pm today. We have been watching for the delivery truck today just in case based on the previous lack of delivery coordination between the office and trucks. We asked repeatedly if the stove is still within the Fragilepak system or delivered incorrectly but they cannot even tell us that 24 hours later. We feel that the phone wait times and lack of information s unacceptable and that Fragilepak should at least inform us not make us waste hoursholding

  Business response

  06/17/2024

  We would like to apologize for the issues with the delivery of your order. We take issues like this very seriously and want to help right away. If you could please provide the order's pro number (the one with a U in it), that would be great. Once we have the order's pro number we can get a senior level representative working on solving the issue and provide you with an update as soon as possible. Thank you. 

  Customer response

  06/17/2024

   
  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. ↩