Fragilepak Avis 350

If you purchase anything from any company that uses FragilePak, RUN. Do NOT buy anything that uses FragilePak for delivery. They are the worst delivery company.
Okay, let me start from the beginning. Five months ago I ordered a recliner and couch from the BX Exchange. I have the recliner, but not the couch. The first two attempts to deliver were a failure. The first time they ripped the front arm of the couch. The second time the couch came off the truck damaged. The third delivery attempt was a no-call, no-show. I called the BX and they put FragilePak on the line. Someone called off work and no one called me to let me know. They know what they are doing is wrong, but they can't seem to fix their staffing issues. I'm hoping the Exchange will drop these guys and go with local companies. This has been the worst purchase I have ever made. The furniture is great. The BX Exchange is great. But, FragilePak is the worst. They have made this purchase feel like a nightmare.

Absolutely the worst! Drive took a picture of my house from the road with my garage doors closed and said no one was home. I have cameras everywhere to prove they never once walked onto my property...let alone ring my doorbell. Now I have to reschedule for next week.

If I could give them zero stars or negative 5 stars I would. Worst shipping company I have ever felt with hands down.

Might as well cancel anything that says it is shipped by Fragilepak. I had to wait a month in order to get my bed. When it was finally time for my delivery, they gave me a window of 4-7pm. No one showed. Called and they said they were running behind. 9pm. No one showed. At 10:20pm I see the delivery truck down the road. They drove through our power lines, stopped and kept driving. The whole street lost power. Was given a delivery time for the next day. Was told 30 min. No one showed. AWFUL AWFUL DELIVERY SERVICE. Find a way to pick up or order from someone else.

If there were a 0 rating, I would have checked that. This is the worst shipping company/experience I have had. Our shipment is sitting in a warehouse 60 miles away and I can't get someone to deliver it, nor can I reach anyone via phone or email to schedule it. Ridiculous!

Ordered an item with delivery date of 9-11 August. Just got text from Fragilepak saying I needed to schedule delivery. Went to website and from the "list of dates" I was given the option of 1 day which is two weeks away. They are still using the old "due to supply chain shortages" excuse. What shortage, my item is at your warehouse, deliver it.

Purchased my item on June 15th. Fragilepak received it on July 6th however they didn't ship it from their facility until July 12th. It finally arrived at a facility in Perris, California on July 31st, but are now telling me that they don't have a "routing" to Fresno, CA at this time so they don't even know when they will deliver the package to me in Bakersfield! They have delayed the "ETA" THREE TIMES...first ETA showed July 27th, then Aug 2, and now Aug 9th....nearly two months since I purchased the item and all they will tell me is "OH SORRY THERE IS NOTHING WE CAN DO." So customer service and timeliness are of no concern to this "shipping" company. I am a Senior Logistics Specialist and I can move items to other countries faster than this company can deliver within the U.S.

Exactly what everyone else has said. Poor excuse for a company. I took a day off for my delivery not to happen. Them telling me when they can be deliver. I said I will be home on another day and that they had better deliver it. We will see,

Was told that we would be given a 24 hour notice prior to delivery - did not happen. We were told that we would receive a phone call 30 minutes prior to delivery - did not happen. We were given a 4-hour window for delivery - delivery happened outside that window. Following delivery and after complaining to the company, were told that the delivery was a drop curbside with no notifications. 6 heavy boxes were being unloaded into the middle of our drive (which would have prevented us from taking our vehicles from the garage) we happened to notice the delivery in progress and had the delivery people move the boxes into the garage. We had a major storm about 2 hours after the delivery and if the boxes had been left in the drive, the contents would have been ruined. Complaints the company met with deaf ears.

If this company rehearsed for a year to be BAD - they could not be BADDER.

Absolutely awful service and customer service. My item has been in transit for 11day going Indianapolis to Cleveland (4.5hrs apart). By expected delivery has been pushed back 3 times already… do yourself a favor and cancel your order if the seller/company uses fragilepak. The customer service has been as impressive as their shipping speed…

I ordered a sectional through Apt2B. It was shipped on 6/15 and, according to tracking, has been sitting in a Fragilepak crossdock facility since 6/20, with an estimated delivery window of 7/11 to 7/17. It's completely ridiculous that it would take an entire month for my sofa to get from California to Minnesota. I'm incredibly nervous about an expensive piece of furniture sitting in who knows what type of storage environment for weeks on end. I recently contacted Fragilepak's customer service, and the gentleman who answered was nice and also questioned why shipping would take so long. Tracking number 361U1446806

I have a major beef with Fragile Pak Delivery driver. I bought a treadmill and other workout equipment from the Exchange. My delivery date was scheduled for June 27, 2023. The delivery driver, Timothy E Gonzalez, based off the caller ID, called me at first to confirm that he was about 20-25 min from my residence. Then I called back shortly after to let him know to park on the main street since I lived in a duplex. Timothy proceeded to tell me that he insists on bringing the items in my garage. I told him that it was not an option because my garage is full of two cars and there was not enough room let alone for two huge boxes of exercise equipment. He offered to reschedule, and I denied rescheduling because I had “Threshold Delivery” meaning that “…they will deliver to the first dry area inside your front or porch door or to your garage.” Since I declined the delivery to the garage it should have been delivered at my porch or front door. Period. According to their terms and conditions. So, Timothy was not adhering to his employers’ terms and conditions. Very big problem itself. Moving on, Timothy then decided to tell me that he was parked in the neighborhood but on the opposite side of the road. I made it abundantly clear to him that where he was parked at is not my house and he was unsure where my address is. Before I could help him out, he told me that I had an attitude and that “he did not need this” and then hung up on me. I contacted customer service about Timothy’s behavior and then walked out to see if he was relatively in the same area of my house and he was not. Since he mentioned that he was in the neighborhood I walked down the alley and found him parked at the end of the alley not even close to my house. He was already on the phone with his customer service spreading lies and defaming my statute making me seem like I am the bad guy towards him. He also had no other passenger or employee with him to help him with 300 pounds worth of equipment, which according to Fragile Pak customer service, he was supposed to have a helper assisting him with carrying such heavy loads. So, they were already in the wrong. I confronted him in his truck and told him that he was not at the correct address, and I pointed that my house was in the opposite direction. Making it clear to him again. So, I had no choice but to reschedule my package because of his nasty attitude. I was on the phone with customer service and talking to the Timothy, the delivery driver, simultaneously. He drove off and I walked back to my house trying to reschedule my deliveries, next thing I know I see Timothy making a turn down my street and sped down the street aggressively passing my house. I tried to flag him down since he was on my street, and he looked at me and proceeded to exit out the neighborhood. He belligerently stared at me while he passed my house. I was appalled. I have never experienced such recklessness with my items. Timothy was driving a loading truck that was equivalent to the size of a U-Haul 3–4-bedroom truck. He was weaving in and out of the neighborhood at high speeds and I can only imagine was happening in the cargo area of the truck with mine and everyone else’s items and how it could be damaged in the process. I spent nearly $5k on the exercise equipment for me, my equipment, and other people’s belongings to be treated with such animosity. It’s unfair and nearly inhumane and just plain insensitive. My last gripe about this intolerable and in suffering experience is the fact that Timothy was able to contact the warehouse or whomever stating that he is not going to proceed with delivering my items, according to the company’s terms and conditions for Threshold delivery, meanwhile if the turnaround time for me to speak to a customer service manager and not a warehouse manager is 24-48 hours. How is that remotely fair based off the experience that I endured? Meanwhile it takes one phone call from him, and he does not have to deliver my items? There system is already against the customer no matter how much money was involved to pay to have items shipped.

I had a pretty dismal experience dealing with this company until Alyson from the Las Vegas office stepped in and remedied the situation. I would give this company another chance now strictly based on her leadership and her ability to react and address. If I was reviewing based on my interaction with Alyson I would give 5 stars. I hope this company takes feedback to heart. They need more people like her and they need to do some deep digging to change some fundamental cracks in protocol. At least it appears they have some good people to work on that.

Couldn’t have been worse on this shipping of a product I bought. First they expected the delivery to be by June 6th then changed it to June 19th. I was given a four hour window when to expect the delivery, saying they would call 30 minutes ahead of arrival. I was told they’d deliver it to the first “dry place” at my home. Then said I’d need to sign for the delivery.
….I received no call for the 30 minute prior to delivery. They didn’t deliver to the first “dry place” instead my furnire was left at the start (of my FLAT driveway) in the rain. They never even knocked on my door to tell me that it had been delivered much less than wanting a signature for delivery. Luckily I just happened to look out the window and saw my package (230 pounds of furniture) sitting at the street in the pouring rain.
Luckily it wasn’t damaged or stolen!
I would never recommend this company for delivery!
My Pro number was 265u1414059.

ON MAY 18 ordered from the EXCHANGE ONLINE A GRILL FOR MY HUSBAND FOR FATHERS DAY WAS SHIPPED OUT ON 19 OR PICKED UP BY CARRIER FIRST MESSAGING FROM FRAGILE PAK WAS POSSIBLE DELIVERY BY JUNE 8-12. NOW FATHERS DAY HAS COME AND GONE AND STILL NO GRILL ITS BEEN OVER 30 DAYS THAT THIS COMPANY HAS HAD THIS GRILL. SO I CALLED AND CANCELED THE ORDER . NORMALLY A SHIPPING COMPANY SENDS TEXT OR EMAILS TO UPDATE NOT THESE PEOPLE.

Worst. Company. Ever. Why Crate & Barrel uses this company is beyond me. On the rare occasion you speak with someone they don't know whats going on or they tell you the wrong thing. Our first delivery with them was a fiasco. We have been waiting over a month while our "paid for" furniture is sitting in their warehouse.

I’ve been waiting for my mattress to be delivered to the final mile facility. The delivery date on their link they provided me to track my order has changed 4 times, and unless I get a notification tomorrow, that date will be pushed back again. At this point I’m wondering if I’ll even get my mattress that I ordered. Logistically speaking, this company is terrible at the one service they provide. And I see that I’m not the only person with delivery issues. If I had a choice I would never go through this company again, and I will make sure to advise anyone that is considering this company to not make the mistake of acquiring their services.

WHAT A NIGHTMARE!!!!
I ordered living room furniture that was to take 2-3 weeks to be delivered from a town less than 3 hours drive away. The arrival date kept changing with no intimation to me the customer. When I tried calling their agents did not know anything except to keep apologizing and even they could never reach their warehouse! Finally they asked me to schedule delivery that was another two weeks out that I reluctantly accepted, not having any choice. They promised that 24 hours prior I would receive a call to be provided a 4 hour window. Of course that did not happen and nobody at their end was surprised when I called to ask for the window. Finally on the delivery date after I had wasted half my morning waiting for them to tell me what that 4 hour window would be, I was first told that it would arrive around 1 pm that then changed to between 2 and 7 (can they do any math? That is their 4 hour window??). Anyway, after having wasted my morning waiting to learn this I was stuck. The window came and went with no information or updates. I kept trying to call any and all of their numbers I could find and reached the truck driver who told me that they would deliver around 8 pm. I had just wasted an entire day away from work so I said OK to that. After 8:30pm I started calling again with no response except a text message showing that they were stuck in traffic 15 miles away with no indication about their estimated arrival time!! No answers to phone calls either!! Next morning when I called, I got another vague unmeaning apology and an offer to re-schedule in another 10 days!!!! What a nightmare!!!!!

Ordered a sofa through the Px website in mid may. It shipped a couple weeks later, and everything seemed to be pretty reasonable. Eventually I was sent a message to pick from 3 possible delivery dates, and picked the first one available.

Company SEEMED to be pretty thorough with making sure the delivery date was communicated to me via automated calls, emails, and text messages.

Fast forward to a day before delivery and the company once again sends me messages, emails, and calls specifying the 4 hour time range that delivery should take place. The message even went as far as to include a link that I had to push to confirm that I would be available during the delivery window (which I did confirm).

The morning of the delivery (about 3 hours before the earliest potential delivery time), I get a phone call saying that, “the driver couldn’t fit your sectional on the truck for delivery and will have to reschedule delivery for next week”.

Absolutely ridiculous to have the delivery date and time confirmed up to a few hours before delivery, only to have the driver claim it won’t fit on the truck somehow.

Ridiculous.