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Business Profile

Couriers

Intelcom Courier / Dragonfly Shipping

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:15/08/2025

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Dragonfly shipping ships parcels on behalf of ****** I was expecting a delivery to my business on August 9th which was Saturday and the delivery never showed. my order was specifically for a Wednesday meeting the following week. I got a notification and an attempt at 10 PM in the evening was made. I called the one 800 number and advised they should not attempt delivery on the Sunday or Monday as the business is closed and to instead deliver on the Tuesday during the day operating hours nine till five. In spite of repeated calls to their customer service center, delivery attempts have continued to be made in the late evening hours. This has impacted the delivery of my meetings that I had planned to use the product I’d ordered and is created tremendous frustration. In spite of my calls. No one seems to want to help. I’ve asked to speak to a manager three times and not once has a manager called me back. I am incredibly frustrated and disgusted with the level ofservice that is not being provided by this company. I have also reached out to ****** and formally lodged a complaint against the company. Today the girl told me there’s no way they can change it because it’s all run through logistics and that’s just the way it is. interestingly, enough, my order comprised of three separate parcels one parcel was delivered during office hours. The other two parcels remain in a constant loop delivery attempt then return to facility. It’s because the driver is paid piecemeal and he refuses to take it off of his route so that he can get paid for the delivery.
    I just want my parcels … but I also want to speak to a manager as no one has tried to connect with me yet

    Business Response

    Date: 19/08/2025

    Hello,

    Thank you for taking the time to write to us and bringing these concerns to our attention. We apologize deeply for the inconvenience this situation has caused you and we will work towards always improving our service to meet the needs of our customers. We understand that you wished to discuss these matters with a supervisor directly and today - August 19th we coordinated a supervisor call back which we have now marked as complete. We had a supervisor call and speak with you to address these issues and again, we thank you for taking the time to speak with our team. Moving forward, if you have any questions or concerns, please do not hesitate to reach out to us again and we would be more than happy to assist you in the future. As you mentioned during the call with our supervisor, there is nothing further needed on your end and we have taken your concerns have noted them on our end. 

    Kind regards,  

    Customer Answer

    Date: 20/08/2025

     

    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,



    Paula *******

  • Initial Complaint

    Date:18/07/2025

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Received a notice that my package was delivered late July 12.
    From the photo, it was clear they delivered to a wrong address. I attempted to call following day but they were closed.

    Called Monday July 14 and was informed that the driver was notified to go pick up the package and deliver it to my address and to give 24 hours to rectify the issue.

    Called again July 16th to indicate this was not resolved. I was informed by Edward that a complaint has been filed against the driver and that the "warehouse" and supervisor has been notified. Once again, I was told that to give 48 hours for this to be resolved.

    It is now July 18th and I am still in hold for almost 90 minutes as my package has not arrived.

    This package is crucial for a upcoming event, which is why I ordered early and the fact that it takes normally 1 week for packages to arrive.

    Business Response

    Date: 23/07/2025

    Hello,

    Thank you very much for taking the time to write to us and provide us with these details. We deeply apologize for the inconvenience this situation has caused you. According to our system, we received your parcel from your vendor on July 11th. On July 12th this parcel was loaded with a driver and put out for delivery and unfortunately delivered to an incorrect address. When you contacted our customer service department the next day on July 13th to notify us of the situation, our team then notified our warehouse facility of this error and a complaint was made against the driver who delivered this parcel. Unfortunately, the parcel could not be recovered from the incorrect address and re-delivered. On July 18th when you contacted our customer service department to request an update on this matter, due to the parcel not being able to be recovered, our team then advised that you will need to contact your vendor for the next steps. Moving forward, following our standard procedure, the next steps will be to contact your vendor if you have not already and they will be the ones to go over the next steps and available options with you. Please note we do have internal communication channels with our clients/vendors and if any additional information is required from your vendor regarding this case we will be more than happy to assist with that process. We hope this information helps and we thank you again for bringing this to our attention.

    Thank you,      

    Customer Answer

    Date: 23/07/2025

     

    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,



    Jake ******

  • Initial Complaint

    Date:06/06/2025

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The delivery company is unable to make a delivery to my home. I have called 3-4 times, to see if there is any errors to my address, but there isn't one. I have been assured that my package will be delivered within the next few hours on multiply occassions, but am continuously told there is an issue with the delivery address when there isn't one.

    Business Response

    Date: 06/06/2025

    Hello,

    Thank you for taking the time to write to us. We apologize for any inconvenience this situation has caused you. When reviewing your file in our system, I can see there has been issues in our system with your delivery address. I can see that you contacted our customer service team on June 3rd, June 4th, and June 5th to advise us of the issue you have been facing regarding these 2 parcels. Our records show that on June 5th, when you spoke to an agent, they updated your address in our system. I can also see that the warehouse has also updated your address in our system to correct the geo-location. In the notes left by the previous agent you spoke to on the phone, they advised an address change was done and in our system and this can take 24-48 hours before the next delivery is attempted which follows the timeline from the address change on June 5th, to the scheduled delivery showing now June 7th. Currently, these 2 parcels are now scheduled to be delivered on June 7th. Once the parcels have been assigned to a driver and have been loaded onto a delivery vehicle, and put out for delivery - a notification via email will be sent to you to confirm this with the email we have on your file. If any issues arise during the scheduled delivery date or you have any further questions, please do not hesitate to contact us at **************, and our customer service team would be more than happy to assist you further. Thank you, 

Intelcom Courier / Dragonfly Shipping is NOT a BBB Accredited Business.

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