Fragilepak Omdömen 

I am just so disappointed in FragilePak and with Appliances Connection that used this company for delivery of my refrigerator.It was "picked up" over a month ago and has been "in transit" since then, it does not take a month to get anywhere in the United States.
Although the young man on the phone was very nice when I inquired about my delivery (255U1605232), there was disappointment when I found out my refrigerator had been sitting in a transit warehouse hub in Georgia less than 4 hours from my house. It was there for something he called a "quality check on the product packaging" or some ethereal excuse pulled out of someone's backside that made no sense. I don't think they are doing anything of the sort, someone needs to get deliveries going, shipments don't sit in warehouses or take over month to arrive unless there are some serious problems at the mid-level management.
For this company to be successful they better get off their duffs and start moving the shipments.
In short, I want my refrigerator!!!

UPDATE:
I did get a call the following day regarding the delivery of my refrigerator. I applaud the upper level management that got the wheels greased and the ball rolling. The gentleman that called me was quite knowledgeable and determined to get my refrigerator to me as quickly as possible. We set a date and the refrigerator was delivered on time, the very day before my closing. I thank you for that.
All is good now.

Awful. I can go back years and show where they never deliver and always have an excuse on time. Sometimes we have been made to wait near a month while it’s at the delivery center even after scheduling. They will tell you what you want to hear and then not come through. This usually leads to us having to request to come pick it up ourselves so that my husband doesn’t have to keep missing work. I don’t know how they get hired.

Update 20231025:
Package was successfully delivered. With current customer service and other customer interventions in place, I do not think I would have received my order as timely as I did with the support from the team responding to this review chat. I'm increasing the rating but would avoid ordering from businesses that use Fragilepak in the future. The automated system is too primitive to work effectively when human interaction resolved this matter within 7 business days.

Update 20231023:
Fragilepak forwarded this data and I received notice of pending delivery date. I will alter rating score upon successful receipt of goods.

Update 20231020:
Fragilepak responded to this review within 72h. I responded on 20231020. I have not received my second (first) shipment. I am still pending 3x armless chairs for delivery. I receive the automated text message and complete the questionnaire, but my concern is that because the order is listed as complete online, I am not getting phone calls for delivery date window. 723U1554271 order number. The questionnaire acts as an individual instance and the number counts from initial contact, so it looks like I've received over twenty questionnaire attempts, which is inaccurate.

Initial review:
Fragilepak has automated too many of their processes with underperforming services. An auto text will go out notifying you that you have a pending delivery. In order to lock a time window in, you must answer a phone call that appears to call at 15min past the next hour from which you answered the delivery questionnaire. On the call, if at any point you make any noise after the first time you speak, the number to hangs up. Since it's automated, an attempt to call back results in a carrier number doesn't exist statement.

I ordered outdoor furniture almost three months ago now and still only have 40% of my purchase.

I "missed" my first delivery window because I didn't get the 30min delivery window on delivery day. I got a text when the delivery team was 7min out and then a phonecall from dispatch asking if I was home 2min later. Despite being on the way home and only 10min away, it was determined I would be counted as a no show as the team wouldn't wait. The furniture would have only just been offloaded by the time I arrived, was completely manageable, especially after failing to provide advanced notice of arrival in the time window in which I was told they would contact me.

All that said, the delivery team on the second shipment was great, professional and efficient.

I am still waiting for my delivery today…the delivery appointment states oct 16 2023 with a window of 12pm-4pm today and I still haven’t seen anyone come by yet… 304U1610432

UPDATE: They came! On time and were super nice and were respectful of my home and delivered my package with care and no damage (except for the wobbly leg that wouldn’t screw in properly during installation). Rudy and Derry from Cornerstone Dallas were very professional and provided a great delivery experience. Thanks guys! (Due to the other reviews I read, I was VERY nervous that my delivery was going to be disastrous but it turned out alright and I am a happy customer) Rating changed to 5 stars :D

They do not respond to customer service, they do not communicate, they have missed my delivery window after holding my package in their warehouse for 6 days with no contact. It is a ship to STORE delivery so there is no excuse.

Update, in addition, the customer service phone number they provided me when I contacted them via their online form was a disconnected number. According to their website tracking, my item arrived in their local warehouse on 10/7/2023, and sat there until it was delivered on 10/19/2023. Even though we had a scheduled delivery window of 10/13/2023, which they failed to make any contact or attempted contact about prior to non-delivery.

Goods was supposed to be deliver from 1 pm - 5 pm and didn’t showed up at all. Called the customer service hotline and stated the warehouse was closed on the day of delivery, and they don’t even know why it happened, well that’s baffling. Now I have to wait another week, that could possibly be deliver on the projected date since they can’t even answer any of my question. According to the customer service hotline maybe Monday I’ll get an answer.

Here is my control number 263U1616981

New update from the company: called the customer service hotline (9 October around 830 am) and they stated they’ll call me at 2 pm EST. Well, no call from them and I called back for a follow and they stated it could take 72 hours to get an answer. Well, that’s epic, asked for the regional manager and it’s considered closed information. Got the supervisor, and I swear they are brainwashed as well, and no one has an answer. Here’s my point, I’ve allocated time that was given by the company, and they failed to provide services, now that I’m asking for some type of solution or something I have to play the waiting game. And I’m still couchless…. Morrisville warehouse (North Caroline)who is working over there to give me answers. It seems that no one can provide this epic answer of why my couches are not deliver or why they can provide an earlier date. Then again, it’s not even guaranteed that you’ll even show up. I don’t even know why AAFES even partnered up with them.

7 weeks of them attempting delivery. and still did not receive the couch the matter has been escalated to the manager several times already . and nothing happend
worst delivery service ever

delivered items and never set it up contacted company and they lied and said they were trying to get a team together to come back out to assemble it’s been over three weeks now unbelievable.

**order # 263U1534959
It’s been a month trying to get a team to come back out to setup a bed set what am I supposed to sleep on the floor I no longer require your services I had to pay someone to come do it I will never recommend fragile park to anyone

EDIT: BY OCTOBER 6TH, THE ORDER WAS CANCELED. DONE. FRAGILEPAK, PLEASE DO NOT BOTHER ME AGAIN.

This is positively the worst delivery experience I've ever had. The right hand doesn't have a clue what the left hand is doing in this company. Their text messages began 9/25 and in three days we’d received 16, all looking like spam texts that we receive and delete every day. Finally, I was able to get in touch with Tempur-Pedic and they gave me a link to book the delivery appointment for Oct. 3 – the ONLY choice. Because of circumstances beyond our control, I needed to cancel the Oct. 3 delivery, but the link Fragile/Pak sent didn’t work and after four tries, I quit.

When I finally found a phone number, I was able to cancel and told them we were available any time on the 4th, 5th, or 6th. I spoke to a number of people and was finally told the only day I could reschedule was Oct. 10th. No one bothered to mention that they only deliver on ONE day per week in OUR area, which is 22 miles from where the mattress has been since Sept. 21st. Tonight, I was informed that the delivery needs to be “approved” by the seller. Wait, what? The store has been paid in full. I inquired about picking it up ourselves, which also needs an approval. We still have no set delivery date. I just clicked on the link that Tempur-Pedic texted, the message from FragilePak was: “Sorry, your order no longer qualifies for this service. We will be working to get your order scheduled as soon as possible. We will contact you in 1-3 days with an update.” Why are 91% of their reviews negative?

This is my first and last Tempur-Pedic mattress. From now on, when I order anything, I’ll check to see who will handle the delivery. It will not be Fragile/Pak.

I have been waiting for 3 weeks for this company to call me and schedule my mattress delivery. Can’t get through on the phone as the number is always busy.

They skipped delivery by falsely claiming I was not at home. Horrible service will not let me reschedule after that either.
Edit: In the pic uploaded by delivery team, you could see my car parked in the driveway. We were there in the home waiting the whole day, and the ring doorbell did not register any visitors on that day.

We have unfortunately had multiple deliveries, multiple problems with every dellivery. It is imperative to know that they do not operate their own fleet of truck or staff. They subcontract and have no contraol over their porr service. The last set of problems was over the top. Not only did we have the typical delivery issues so many other dissatisfied customers the couch and credenza that were delivered were not unpacked and the truckers advised they would not fit in the elevator. We asked them to unpack a 6ft crednza to fit in the eleavortor and they refused. FragilePak also asked the trucker to unpack and they refused. We gave then instructions to put bothe oieces in our garage and the left one only, took the other to the warehouse with no explanation. After multiple requests to talk with a supervisor they advised would be 24-48 hours. That was 6 days ago. Today they told us they could not commit to a follow up call. I will be sending documentation to the two furniture companies that hired FragilePak with documentation of the problems. Let Arhaus and Wine Enthusiast discuss so they can try and find another freight carrier. Poor service seems to be the norm.

As seems to be the norm with FragilPak I have documentation in writitng from FragiPak that they have not offered an acceptable solution. It is in writing. Because we were not able to reach an acceptable solution I requested a call from a reginol manager. That was 5 days ago and again as is normal they have not responded. see trail below.

Hello Mr. Scarano,

I apologize for the delay in following up with your request to speak with a member of management.

Thank you for your feedback during our phone conversation this evening regarding the delivery of your orders from The Wine Enthusiast and Arhaus. I apologize for the difficulties you have experienced with our company.

Regarding the merchandise from The Wine Enthusiast (TWE), you have already been in contact with TWE to advise them of the issue with the assembly and per our conversation you stated that they will be working on getting another carrier to get the assembly portion completed. I will follow up with The Wine Enthusiast to make sure what needs to be done in order to finish your assembly of your product.

Regarding the merchandise from Arhaus, the sectional was not delivered inside your home, but was placed inside your parking garage and that you hired another moving company to move the items up to your home.

During our conversation you again mentioned the property damage to the tile of the elevator. I have forwarded your information to the group that handles this type of issue. They will reach out to you to follow up about this.

You also made mention of the additional expenses incurred and were looking to recoup any of those expenses. I will discuss with upper management to see what is possible.

Once I have any additional information I will follow up with you.

Thank you.

I purchased a bed foundation from Tempurpedic who has a contact with Fragilepak to make the delivery. I made an appointment last Friday for delivery for tomorrow. I have been unable to reach Fragilepak to find out when they are delivering my foundation so that I can be home. My online tracking info states they are delivering it between 12 am - 12 am which is most definitely an error. I’ve emailed and called them and have received no information on the time window. I then called Tempurpedic who told me it would take 2-3 business days for them to investigate. They also gave me a new number for Fragilepak (720-583-7938) which has been busy for an hour now. I wish I would’ve known this is what the “white glove delivery” looks like because I would’ve passed.

I ordered a product and scheduled to have it delivered today. Delivery windows are generous, 10 am - 2 pm. It is past due by over an hour. I've had no updates via phone, text, or email. Calling the support number adds me to a callback queue. I have yet to speak to a human.

The net of my frustration is that I've given up an entire day, and at best, I'll get an apology and my product delivered on a later date. At worst, I will probably not order from companies that use Fragilepak as their delivery mechanism. The cost to the consumer of giving up an entire day to be blown off is poor form. Do better.

--- update 9/25
After sitting on hold for close to an hour, customer service noted that our package was never placed on the truck when it went out for delivery. I will need to wait up to 3 days for them to find the product and reschedule delivery.

I'm still left with questions: why wasn't it verified it was on the truck before it left the warehouse? Why did the customer have to call to initiate the dock search? Why didn't Fragilepak call to let us know it wouldn't be delivered? Can I get a refund for shipping costs?

-- update 9/26
I've sent you my details verifying I am a customer. Let's get this resolved.

-- update 9/27
I'm still waiting to be contacted. Out of concern about whether I should cancel the order and request a resend of the item or a refund, I made a few calls. Our package has been located during a dock search and may be delivered this Friday. I'm waiting for confirmation and to schedule the delivery.

-- update 9/28
After no updates, I made some calls. Spoke with Fragilepak. They acknowledged my item had been located and confirmed and scheduled delivery for tomorrow. I hope this works this time.

A small irony. I received a generic message that should have gone out several days ago. An apology/non-apology.

"Due to unforeseen circumstances we are unable to make the delivery on 25 Sep 2023. We are terribly sorry for this inconvenience."

-- update 9/29
The delivery driver called 15 minutes out. The furniture was delivered. Transaction done. I would still like to speak to a senior customer service representative.

To reflect on this experience. My suspicion is that this wouldn't have been resolved as quickly if I hadn't been consistent with calling the helplines.
- Not once did Fragilepak initiate a call. The customer had to consistently make contact.
- Customer Support has not once reached out. I have not received a straightforward apology.
- I suspect, as others have noted, that there are cracks that this company needs to internally resolve. Both with staff support and training/rework of their engagement flows.
- I tried to save a few $$$ purchasing direct to consumer. In the future, I'll likely purchase from a local business and forgo the hassle.

-- update (10/02 I think)
A senior executive, Toby, reached out, and we spoke at length. Quite professional, I'm satisfied. Thank you for the call.

tl;dr - they've identified opportunities that were missed that he'll talk to the various teams about.

Sealy mainline - (800) 697-3259
Sealy delivery team - (385) 347-8644

Fragilepak - (720) 583-7838

It’s been a month now and I haven’t received my delivery. I’ll keep you posted on how it goes…

absolutely horrible. I was expecting to have my mattress delivered three weeks ago and still there has been a single update. it can’t be any worse than this. worst service, worst delivery. at its lowest standard, it still asks to go even further down. Hopefully I would like to get my mattress delivered this year. It should have 0 star rating because one rating even seems too generous.

I was expecting a shipment weighing several hundred pounds from Overstock/BB&B, and I would receive notification 24 hours prior to delivery with signature required. Never got the notification and delivery was two days before tracking said it was expected. They dropped it off in the driveway in the middle of our garage door blocking us from pulling cars out of the garage. It doesn't take a rocket scientist to figure out that if there are no cars in the driveway then they must be in the garage. Valley Company was the original carrier but they handed it off to Fragile Pak for local delivery. They got a conference call going with Fragile Pak but they were no help at all. In fact, the lady at Fragile Pak was extremely rude, a regular a**h***. Avoid this company at costs! Update: I got a reply from Fragile Pak which seems to be their standard. I'm not sure they even grasp their mistake. They could have remedied the situation the day the incident occurred, but it is too late now. There was no way I could wait days for them to come back and move the delivery in order to get my car out of the garage. They could have had the driver come back the day of the delivery to move it. Or better yet, have their driver contact the home owner like they are supposed to in order to find out when and where to put it. They also asked for some PRO number which I didn't have. I only had the order number from Overstock/BB&B. They keep asking for some PRO number that they gave me when they contacted me to schedule the delivery. But I don’t have a number because they NEVER contacted me to schedule delivery.

Just the absolute worst ordered some fishing gear on the 27th of last month and still no update I had to call and beg for a tracking number then once I got it my “final mile “ date just keeps getting pushed back at this point I should just cancel the whole order and go else where i will personally never use this company or shop with any company that uses them 293U1563625

Received a notification that my order # 263U1558717 was ready to be scheduled. Like many others, I was told that I’d have a 4hr delivery window on the day I selected and would be contacted 30 minutes prior. This did not happen. Customer service could not get ahold of driver so we rescheduled the deliver for two days later. I was told I’d get a text to pick delivery window. Never happen. After contacting Customer service again they told me it was a scheduling error and the package isn’t even at the warehouse but they can’t be sure because they can’t get ahold of the warehouse. BX should really reevaluate who they do business with. I truly have no clue where my order is or if I’ll even get it at this point. Nobody has a clear answer for me.

The company kept delaying the delivery times without reasons or updates. Management was pathetic. The drivers were very courteous and put the chair together and left. Later I found out they delivered the wrong chair. So now it has to be picked up and the correct chair delivered. Not a company I would recommend.