Complaints

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.

• Initial Complaint

  Date:02/04/2025

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Failure to communicate change of scheduled delivery time, failure to return calls, failure to handle complaints made to customer service agents.

• Initial Complaint

  Date:07/18/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I ordered a handicapped mobility scooter from Amazon on 01 July. I was supposed to receive the scooter on 12 July. I attempted to contact ****, but could get no response. I did get a call the next day from a representative. She stated that their truck broke down and could get the shipment to me on Tuesday, 16 July. I did not receive my shipment on Tuesday. On Wednesday, 17 July, I used my tracking number to find out where the shipment was. The website shows that I signed for the shipment in **********, AL on the 16th. ********** is across the state from me. I did not sign for the shipment. I attempted to contact **** repeatedly this morning. My messages are not returned on one line and the other line is set to disconnect after a 30 second hold. I contacted Amazon and they could only see the same information on the **** tracker that I did. The seller has not returned my inquiry.

  Business Response

  Date: 07/25/2024

  Hello ******, 

   

  After researching your complaint, I was able to locate tracking number OV90597230 in our system and see that it was rescheduled for delivery today 7/25 and has since been refused. I apologize for your negative experience in attempting to contact us for delivery. It is our goal that every customer have a seamless experience in scheduling and receiving their freight, and it is apparent in this situation that your experience was not so.We have several takeaways from this situation that will help us improve the experience in the future. If there is anything else we can do on this shipment, please reach out to your local ***************** at ************. 

  Customer Answer

  Date: 07/25/2024

  The delivery was refused because I cancelled the order and received a refund from the seller days prior to the delivery.  I ordered a mobility scooter from another vendor.

  Business Response

  Date: 08/13/2024

  ******** completed as requested. 

  Customer Answer

  Date: 08/13/2024

  The scooter was finally delivered.  It took the intervention of the manufacturer's representative to make it happen, though.  The **********, AL office still does not answer the phone or return voicemails.  I guess the matter is closed.

• Initial Complaint

  Date:04/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My daughter is autistic and all though she loves the playground and outside we cant do public playgrounds because a lot of people and noise triggers her and for safety reasons. So I bought a playground set off of Amazon for her birthday to turn our backyard into her own playground haven. I ordered March 31 on Amazon. Everything went through and my delivery date was estimated to be April 10th April 10th gets here and nothing. I reach out to Amazon and they tell me Ceva has it and gives me tracking number AZN2123676. I check Cevas website and nothing comes up. Wait a few days check again and nothing. So I reach back out to Amazon and they instantly offer to refund me because Ceva is showing in transit with no movement in over a week. I say no because I really want this playground set for my daughter. So amazon says give it another day or so to update on Cevas website and they should call me for delivery. Wait 3 days and again nothing! But at least the tracking number brings up information on Cevas website. So progress right? WRONG! After 3 days of no movement I call Ceva and they tell me it should be delivered April 24th between 6-8pm. AgainNOTHING! So I check the next day and the tracking number no longer is bringing up anything. I call Ceva and they tell me the tracking number is showing deleted and that I need to reach back out to Amazon. I asked why it would be deleted and she said they never got it. I said for a week I seen it on their website with movement. She then put me on hold and came back and said I must have been looking at something wrong because they dont have it and never did. Like what???? How does a whole playground set just disappear???? How was it there yesterday but today they just dont have it??? I would be fine with it being in transit and on the way but to just be gone is insane! Amazon was a able to refund me but her birthday is ruined. Thank you **** for ruining and autistic little girls birthday!

  Business Response

  Date: 05/01/2024

  Hello *********, 

   

  I am so sorry to hear about your experience with Amazon and CEVA on the outdoor playset you ordered for your daughter. After researching your case, it appears that we (CEVA) received paperwork from the shipper for this order, but were not actually tendered the product. This is a rare occurence, but does occasionally happen which resulted in the temporary appearance that the shipment was actually picked up. I apologize that you were given incorrect information over the phone, but am glad to hear that Amazon was able to handle your refund. We pride ourselves on making birthdays, holidays, and every day business happen without a hitch, and again apologize that in this case we were not able to do so. 

   

  Sincerely, 

  ***********************

  District Director - Southeast

  CEVA Logistics

• Initial Complaint

  Date:07/27/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  CEVA Logistics was contracted by Amazon to pick up and deliver a rug (to me) on 7-3-23. CEVA first provided a fraudulent tracking # on 7-6-23. After being reported, CEVA assigned AZN1744560 to the rug consignment on 7-10-23, using a 7-day economy plan/contract. The estimated delivery date was 7-19-23. The rug made its way from ** to ***********, ** on 7-19-23. CEVA indicated in its notes that the customer was "offered an appointment", although **** has never attempted to contact this customer. It is *******. The rug sits in *********, with CEVA making no effort to deliver the rug to the customer. New Exception was noted today - "Order Notify Before Delivery". There has been no text, email, or phone call whatsoever from CEVA to date. Someone, it seems, is enjoying my new rug in ***********. ;) Or, perhaps, someone at CEVA is waiting just long enough to claim the rug as "unclaimed", keeping it. Thank you.

• Initial Complaint

  Date:05/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I purchased a product from Amazon and CEVA is the delivery agent. The tracking number is AZN1632955. The expected delivery date was May 5th 2023. The item was checked into their *******, ******* facility on May 4th 2023. There has been no movement since. I have contacted CEVA via email three times inquiring about my shipment to which I did not receive a reply. In the meantime, I cannot reorder the product because the price has increased by 20% and is now unavailable due to a back order. Amazon can only refund the original amount and cannot reorder. I cannot afford the new price and do not want to wait a month. I want the unit that was supposed to be delivered.

  Business Response

  Date: 05/09/2023

  CEVA apologizes for the inconvenience of consignee and we aim to provide a positive customer experience.
  

  Freight picked up on the evening of *************************************************** **********, **.
  

  NSR freight delivered to consignee on 08 MAY in **********, **.

  Customer Answer

  Date: 05/10/2023

   
  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. They did deliver. The tracking did not indicate that the shipment had departed the Atlanta area. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My shipment from Amazon was contracted through this company for delivery. -The man from customer service was racist towards the middle eastern speaking man from Amazon on the line and ended up hanging up on him because he was upset that the customer was on the line in a three way call. -Amazon helped me connect with CEVA again at their local office. This woman was hard to hear and I had to repeat myself multiple times saying Im sorry can you repeat that which apparently annoyed her, making her irritated to help locate my package and confirm delivery. She then stated they have no delivery for me today (when I have all the paperwork showing the date was today and time- as well as verified on their website tracking tool). She offered a far off date for delivery and I said tbat would not work. Today, the day it was supposed to be delivered would work. She replied, maybe thats why the first person hung up on you then and hung up. -Contacted their local office again (not through Amazon) and sat on hold for over 30 minutes. No one answered. -Amazon called CEVA again, however not even the main office could get in touch with their own local office. -Amazon tried calling CEVA again leaving me on hold to speak to them as I was extremely upset and emotional (crying) due to the way they spoke to the first man and then me. After over an hour on hold, he and I agreed to give up. -At this time, they hold my shipment hostage. Unwilling to follow the delivery times set or return any calls, answer any calls, or relay any type of information all together. Will be speaking with an attorney today to determine is this is theft. As they are holding my property hostage with no way to retrieve it. A police report will most likely be filed if deemed theft if due to the company refusing to contact me to deliver my belongings.

  Business Response

  Date: 04/19/2023

  We apologize for the experience this customer had in attempting to resolve her delivery.
  
  We received notice of this issue in the evening on April 10th. On the morning of April 11th, the relevant internal team and was made aware of it and the customer was contacted directly by one of our business leaders. Through that conversation, we were able to resolve the issue. Later the same day, we followed up to make sure the delivery was completed, and she was pleased to confirm that it was.

  Additionally, we sought to identify who she interacted with on the phone, as those interactions are unacceptable and do not represent of the experience we strive to provide to our customers. 
  

   

   

  
  

• Initial Complaint

  Date:01/27/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  I Purchased a swing set for my grandchildren in ** from Amazon and it was scheduled to be delivered on 1/16/23. It did not arrive and Amazon told me to contact CEVA. The customer service was horrible and very rude. I finally got an acceptable rescheduled date for delivery on 1/19/23. I was told they would call when they were 30 min out. This is important because it was pouring rain and I did not want it sitting out in the elements. I did not get a call and by the time it was discovered, it had been rained on for hours. Amazon did not update that it was delivered until much later. I had to reschedule the professional assembly crew due to the delayed delivery. Today the crew start assembling and find out that we are missing an entire box. Only received 2 of the 3 boxes. I'm unable to return the swing set because the packaging was destroyed and the set was 90% assembled. My daughter called CEVA this time just to see if they could locate the missing part but got nowhere! This has been a horrible company to deal with.

• Initial Complaint

  Date:01/05/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Ordered a Christmas gift on December 9th I haven't received it yet. I have called numerous times and keep being told it's start moving well, the gift is still sitting at the facility where it has been for 20 days. They keep saying it's on the truck. This is so uncalled for. I've called all offices that I could get ahold to. When I asked for the number for the facility my package is sitting at I was told they couldn't give me that number. But gave me the number of the next facility that is suppose to receive it from there. I need this resolved ASAP. It must be sitting on the truck at the same facility.

• Initial Complaint

  Date:01/03/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Placed order on 12/17/22. I was told that I would receive the order by 12/23/22. The last update on the Amazon website shows it is scheduled for delivery on 12/22/22. I have reached out to CEVA multiple times. The first phone call I was told that I would be contacted that day to set up a delivery time. I never received a phone call. The email that I sent I received a response stating the local office would call me. Still no response. I then emailed twice with no response. I received a response today advising I should call the local CEVA office. I have called this number numerous times and it just rings and rings. This is beyond frustrating and extremely unprofessional. If a consumer pays for an item of any value, but especially valued at over $500.00 the least you could do is try to help. Communication is key and the poor customer service this company shows at all levels is absurd. I cannot file this as lost or stolen because it shows shipped in the system. Even Amazon is frustrated as there was no update since 12/27. The only way to resolve this is immediate delivery.Tracking number is AZN1470637

• Initial Complaint

  Date:12/14/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  I purchased a shed from Overstock on November 25, 2022. I received a notification from Overstock that the item shipped on December 1, 2022 and was provided an estimated delivery dat of December 6, 2022. As of December 5, 2022, the status shows that it is on hand at destination. The estimated delivery date still shows December 6, 2022. I have reached out to both overstock and Ceva for an update on the delivery. Oversto referred me to their oversize delivery department and I am still awaiting for a response. Ceva claims I am outside of their delivery area and provided me two phone numbers for their ******* branch to schedule delivery. Both numbers do not have an option to leave a message and say to try again later.

  Business Response

  Date: 12/16/2022

  Customer contacted by CEVA on 16 DEC 2022 via phone number provided. Shipment scheduled for delivery per consignee schedule on Tuesday 20 DEC 2022. 

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18574556
  
  I am rejecting this response because:
  I was provided a delivery window of between 9 AM and 4 PM EST on December 20, 2022. The delivery company waited until 11:55 AM to notify me that the driver is not on his route today and they will not be delivering today. They offered a delivery date of December 21, 2022 which was rejected because no one would be available to receive the shipment. The same was said for December 22, 2022. Now I have to wait until December 23, 2022. Maybe it will actually be delivered but so far I'm not too optimistic. 

  
  Sincerely,
  
  *************************