Hub Group, Inc. Avis 137

I am trying to return a Home Depot gazebo that got delivered broken. I have been given the run around for the last 3 weeks. Hub Group gave me a pick-up day option and never showed. I went to the chat and kept getting disconnected. Then I called and was told I clicked their link wrong, and they would call me in the next 24-48hours to reschedule (that was 11 days ago.) I have contacted them every 2-3 days to see if there are any updates and have been told they will reach out in next 24-48 hours. I have reached out to HD for a different company to pick up and it's not an option, so I guess this is the final thing I order from them.

I would give it 0 stars if I could. They have said they were going to deliver my bedroom set 4 times now. You can't get in touch with anyone, they're supposed to call you back but usually don't, rarely pick up. They will send you a tracking map that may say how many stops away they are but then they dissappear! Take off from work 4 times now! Horrible company!

Trying to get an icemaker delivered that was ordered through Home Depot - we're on the third ETA date and still don't have it. NO communication from Hub Group - can't get through to a person when I call, neither can the Home Depot CS reps. I finally got in touch with someone after waiting for 2 hours on the chat bot but it keeps giving an error message while waiting or while talking with a CS rep. It's broken 5 times so far and the person I spoke with couldn't even give me any information. Still don't have the delivery window time line. Incredibly unprofessional and frustrating.

I ordered a bed and frame set that was supposed to be delivered sometime on 16 June 2025. I say "sometime" because the expected delivery window varied depending on which email or message from Hub Group I checked. According to the automated message I received when I tried to check the status of my order, it was supposed to be delivered between 3 and 7pm. It is now 8:16pm, and my bed is no where to be seen. No one has responded to my online chat, and their automated phone system is a joke. These guys are clowns, and I would avoid them at all costs.

I was supposed to receive white glove delivery including assembly and disposal of packing materials. Delivery drivers simply dropped off the boxes and left. But not before asking me for two bottles of water which they took off with instead of staying to assemble the furniture. Nearly impossible to get a hold of anyone via phone to reach some sort of resolution. I did talk to one lady that seemed to care and agreed we should have had assembly and packaging removal. But I can’t get a hold of the local delivery hub and they were supposed to call me to follow up and didn’t. Horrible experience, horrible company.

Can I write zero? Seems like everyone agrees this company is terrible. Home Depot should stop using them asap!! They have zero customer service, don’t come when they are supposed to, and send you to a terrible automated voice assist who does not understand you when you try to reach a human. Will probably not shop at Home Depot again given how bad this third party experience is.

If I could give zero stars I would. Hands down one of the WORST delivery companies there is. We had a stove and dishwasher scheduled to be delivered on May 23rd (today is June 8th). We tracked the delivery from California to Flint (approximately 1 hr from our home). It arrived to Flint at their dock on May 20th, where it simply disappeared until I called and requested a dock search. We were then notified that it would be delivered yesterday between 10 and 2. At 1230 one of my neighbors messaged me asking if I had received my stuff because the delivery driver was trying to unload it into one of their barns! They do not even live on the same road as me and the barn isn't even by their house. They stopped him and told him where we are located. He loaded up and never showed up to our house. We haven't heard any updated delivery information and when i called the customer service number I was told to send an email because they have no way to contact the driver. I have never experienced such a ridiculously horrible company, ever.

This is the worst delivery company I have ever interacted with.
They never answered a phone call and their chat function never worked.

My original delivery didn’t arrive when we were at home, then was rescheduled and this time no phone call prior to delivery and past the delivery window again!

Would rate 0 if possible. Genuinely have never experienced worse customer service. Connecting to a live person was nearly an impossible task. My delivery got delayed so that it wouldn’t arrive until after I moved, so I needed to resolve this. I only connected to a real person once and they were so rude. Then on the chat I had someone disconnect from me without a word because I expressed my frustration. Eventually, when I would call the automated voice would tell me I called the wrong number to connect to an agent, then it would read the number I needed to call. Spoiler alert- it was literally the number I was on the phone with. I ended up cancelling my order and ordering from elsewhere because they were simply not assisting me at all. Do not recommend one bit.

They scheduled a delivery today between 9 am to 11 am. Is 4:30 pm and no calls, no messages, no follow through.

The delivery team showed up at 4:57- exhausted. They had 21 deliveries. Headquarters MUST do a better job communicating with costumers.
The delivery team did an excellent job! They deserve 5 Stars!!!!! The headquarters get 1 Star!

If I could have given NO STARS I would. I ordered a 16' x 48" pool from Amazon and saw it was being delivered by HUB GROUP between May 28th - May 30th. The package never arrived. If I search for it on their website it says its been at the same warehouse location since May 29th. After waiting on hold all day to speak with a customer service representative I was told they couldn't find my package and it had been marked delivered. It definitely hadn't.

I spent almost $600 on an item that had a GUARENTEED delivery date so my daughter could have a pool party for her birthday which was not able to happen.

If you see HUB GROUP as the deliverer on anything CANCEL YOUR ORDER IMMEDIATELY.

I would give a negative number review if it allowed me!! WORST company EVER!!!! My package was set to be delivered May 22-26, never came.... MULTIPLE calls to company who continuously repeated "we don't know when it will be delivered". Tracking never updated but it has been sitting at "final stop" since May 19th!!! Each time I call they give me the run around. Home Depot keeps calling and they give them the run around. Finally on May 31st it stated, "attempted delivery". I called and they told me "It was delivered to wrong address, but we went out and got it, don't know when it will be rescheduled." How?!!!! I am the ONLY commercial building on the road I am on, and it's delivered to wrong address? The address is ON THE BOX!!! Called again this AM and "scheduling department is not in yet, call back in 20 mins" Scheduling department reports for duty at 10:40 AM? huh?
This company is a joke!!! Home Depot even filed a complaint against them after trying to call on my behalf and being hung up on 3 times!!! Now June 2nd and NO PACKAGE AND NO EXPECTED DATE OF DELIVERY!!

This company's service is the worst I have ever encountered. I ordered a TV from Amazon three weeks ago. It was shipped to a facility about 40 minutes from my house about two weeks ago. Then it was shipped to a facility an hour away. Then it was shipped to a facility two hours away. Now it has lingered for a week in a different facility over an hour away. I have contacted Amazon twice. The first time, NSD told them that the TV would be delivered by 7:00 that night. I cancelled plans to be home. They never showed. I contacted Amazon yesterday and was told that I would have an appointment right away. I'm still waiting. Oh, and I tried to get assistance from the company itself. There is no way to reach a human. They have an automated system that doesn't even work to take a tracking number. I have no idea how this company is still in business, or why Amazon and Home Depot haven't dropped them like a hot potato. Reading other reviews here, I see that I'm hardly the only one with horror stories. I'm on my way now to contact Amazon to cancel my order, then to the Better Business Bureau to file a complaint, and then go to Costco to get a TV. What an absolute joke.

Zero is not an option, their automated system does not work. Scheduled for return pickup on 5/16, today, impossible to talk with a human and they changed it to 5/24. Now I have a 500lbs package blocking my driveway and they are waiting a week. UNBELEIVABLE, their Customer Frustration Line is useless.

I run a Real Estate business with dozens of rentals. I have never, ever, had worse service than I have with HubGroup. I placed three orders with Home Depot on May 6th, the other two arrived just fine within days (they were not with HubGroup). This carrier, the first time I am working with them of hundreds of appliance deliveries I have had, lost the package. Friday May 8th at 11:04 EST Home Depot confirmed the package arrived, yet when I called a week later HubGroup argued with me saying that never happened. Home Depot submits a dock search request, magically the package appears. DAYS pass, no delivery. Three delivery dates pass with no update, I call in yet again wasting my valuable time and they continue to argue with me saying there's nothing they can do. Even though they are the delivery carrier, and they have had the package locally for a week. I am now for the fourth time calling in to Home Depot and have made sure my Pro Account NEVER uses these fools again. Absolutely the worst service I have ever worked with, their customer service staff (Barbara, Melissa) are incompetent, just the most awful people when my tenant doesn't even have the ability to cook for days on end because of their inability to get a STOVE from NJ to NY within 2 weeks. ATROCIOUS.

NEVER EVER USE THIS COMPANY. They will tell you they are reaching out to their warehouse and then never call you back. This has happened for weeks now. Every time you call they say the same thing and then no one reaches out. It is theft!

I gave them a one because zero wasn't an option. They were supposed to pick up a return from a Home Depot order. They called me a few days ago and scheduled it for today between 10a-2p. It is now about 7p and they haven't shown up. Called 3 times today, never got to speak with a customer service agent. Was put on "hold" to speak to a live human each time, hung on for 10+ minutes each time only to get hung up on. This company's service is HORRIBLE.

I have been waiting almost a month for my order. The tracking says it has been sitting at a carrier facility in my town for 2 weeks. I can not get through to talk to a person. This is not acceptable service. I order a lot from Amazon and I will cancel any order that is shipped with Hub Group.

I have been waiting for my Amazon order shipped via NSD (Hub Group) for almost a month with no up to date tracking details. The package travelled for two weeks from one place to another to reach back at the origin. Its been 10 days since no updates. Almost a month and still waiting. If you see NSD as a shipper, immediatly cancel your order. You will anyway not receive your order and waste time. Better save your time by cancelling.

This company, goes under 3 alias that I have found thus far, and honestly, they dont deserve anything but a negative when it comes to delivery, service, logistics. And I am going to also include that this company was contracted by Home Depot, They are the reason I had to deal with this piece of shit company. I received a message that I would receive my order on 15 April, I never once heard from the delivery company until he was 10 minutes out. The delivery did not happen on the 15th, so I called Home Depot, The woman in the chat would not even give her name, And said that she would call the delivery company and have them call me, That never happened. So my entire day was wasted because I was trying to accommodate accompany that doesn’t understand the concept of time. Not to mention, they don’t seem to know what a phone is either. When trying to contact the company myself on the website, nobody would answer the phone and the website contact information was not working either. Gosh, this just gets better and better. Then I get this message the following day that they have to call and schedule for delivery, Which they never did. This went on for days. Then the day of, At two in the morning, I get a message saying that they’re going to deliver my door on the 18th, OK, so where is the communication? What if I wasn’t home on the 18th? Oh, that’s right you don’t know what a phone is. Nobody ever called again. So I called Home Depot and I tell them about what’s going on and I speak with Faisal. I tell him about my experience and he is apologetic and says that if the door does not show up when it’s supposed to show up to call back, At least this time I get a name and make sure he documents everything. 10 minutes out from delivery the delivery company, Non Stop Delivery, Hub Group, Not sure which one they’re calling themselves from day-to-day, Calls me and says he’s going to leave the door outside by the garage. I said no, you’re gonna deliver the door inside the garage, Mind you we had had 50 mile an hour winds the day prior. Not to mention, it says that I’m supposed to sign for it and he’s just gonna leave it and go. Yeah, I don’t think so. I am waiting in the garage for this person to deliver it, And mind you they send one person, To deliver a door on a pallet that is several hundred pounds? What’s wrong with this picture? Do I smell cheapness? I can see what a catastrophe this already has been and what it could be should anything happen because I’m watching him try to unload the store by himself and he can barely handle the curb, And then says it’s not gonna fit in the garage. I said you will deliver it into the garage if you have to get another Tool to lay it down. In the garage means in the garage, I paid a lot of money for this store and this guy wants to take the shortcut out and tell me what he’s going to do. Yeah, that’s not happening because I paid for the delivery. You’re gonna do what I’m telling you to do because I paid for it and now you’re on my clock, Mr. lazy pants. He finally gets it into the garage, but almost takes out our garage door opener on the ceiling, Thank God that didn’t happen because I would’ve sued them. Note to Home Depot, don’t use a boy to do a man’s job. Incredibly stupid, lazy, And unprofessional. I will never use this company again, Not that I had a choice Home Depot, you are cheap And that’s apparent by all these reviews!