Fragilepak Avis 350

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.

I been have estimated on Aug 28, and now just keep push back and give me all kind of reason. till yesterday I been call them, just find out one of my item been damage. Do understand you have take that much time on the transit is for make delivery or make the damage?

This company is a sham and completely incompetent. Their contract with AAFES is a disrespect to all veterans and service members. A couch arrives at a warehouse less than 35 minutes away and they can not deliver it until 26 days later! At this point we are forced to rent a uhaul and go pick it up ourselves. FRAGILEPAK HATES VETS

I wish I knew AAFES used this so called company before I ordered a dining table from them, otherwise I would have never ordered it. I was told there are no routes in my area and they are actively working on adding one. So now my table that I PAID for sits an hour away from me for god knows how long until this sham of a company decides to add a route. I don't even want it at this point, but it would cost me at least $95 to cancel the delivery, which will never happen. How is it ok for this company to not do their job and not be charged a fee, but its ok to charge me a fee because I don't want to deal with a bad company with a 1 star rating at best. I will be contacting the New York state attorney about the way Fragilepak handles their so called delivery service.

This is disappointing to read having the same issue my shipment date keeps getting pushed out my FragilePac. Not sure if Matrix Kids is a scam or this delivery. Now just to get it to a spot to schedule deliver will be 2 months.

I have been waiting on my order for months. They will not schedule a delivery, check to see where my order is or follow up on checking.
Each person who answers the phone has the same story.
We have to call the place of purchase about the merchandise --when the merchandise is with them.

Do not use this company. We received a four hour delivery window and scheduled our day around it. Our piece of furniture never arrived within the window so I called and they said that the truck's lift gate was broken so we'd need to be rescheduled. I guess they were planning on just not even telling us?

My order has been sitting in a warehouse in California for over 3 weeks, never use fragilepak.

We have furniture delivered by this company from C&B. Scheduling was very easy. We are in rural area and there was a single date suggested which we had accepted. Got message with time window day before. Delivery was flawless, all carefully assembled in the house. True white glove delivery.