ComplaintsforHub Group, Inc

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/19 this company delivered an item that was damaged by them in transit. I've been trying to get them to pick it up and return it ever since. A total of 3 weeks. They've lied outright and hung up on me. Most recently being today when they told me I was on the schedule for tomorrow and would receive a text with an approximate time. When the text didn't arrive I called them back only to be told that I wasn't on the schedule after all.Since they won't pick up and return the damaged item so the selling business can issue a refund they need to issue the refund themselves.

  Business response

  03/13/2024

  We apologize for the delay with the return being scheduled and completed.  Our system reflects the order under tracking number R8340959 is scheduled to be picked up today, March 13th between 8am and noon.

  Customer response

  03/14/2024

   
  Complaint: 21419434
  
  I am rejecting this response because: the pick up wasn't completed by 12pm. The BBB is going to close this case anyway but I want it to show that I was not satisfied with the company's response. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased a partial patio layout from HD. Had confirmation from NSD which is the last mile delivery for Hub Group. Waited at home for the delivery `11am to 3pm on a Saturday. Nothing. No text, no phone call no nothing except on their tracking it showed ******** attempted (NOPE) customer rescheduled (NOPE) and then crickets. I called their office and was told we do not know anything until Monday and it will be update. Well as you can probably guess that has not happened either.Spoke with HD on Saturday they called NSD and were hung up on three times. Whoosh goes their customer service. HD asked me to wait until today for delivery which I knew was going to be a huge cluster fk because that was not going to happen. During the weekend I checked out this company, they have gobs of complaints that are not settled, lies strewn about like papers about delivery, lost items and even deliveries made to customers, and they were not as video footage shows. I want to make sure that this company parent company Hub Group knows what a total s**** up their Last Mile is. How they even have contracts with ********** and Amazon is beyond me since I know a company has to be Avetta Compliant to serve Amazon and this company is not even following any type of ethical representation .I don't even want to deal with them as it seems they just run you around and I don't have time for their stories. Someone needs to file a class action suit on them.

  Business response

  03/05/2024

  Suz-we're sorry to hear about your frustrating experience. We understand how important timely and efficient customer service is. We appreciate your feedback and will work on improving our communication and scheduling processes. Thank you for bringing this to our attention. Please provide your NSD/Hubgroup tracking number at ********************************** to better assist with getting your delivery scheduled as soon as possible. Thank you.

• Initial Complaint

  02/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have called and emailed and chatted over 8 times to schedule the delivery of my 3 piece couch and ottoman No response. My order was supposed to be delivered BY today at the latest and it hasn't even been scheduled! I'm paying financing on couches sitting in their warehouse that they won't deliver. Literally 14 min from my house. They won't respond to ************* the initial place I bought the couches .

  Business response

  02/29/2024

  We apologize for the delay with your order being scheduled and for the communication failures that have occurred. We have been made aware the local terminal is having significant delays and we are working to resolve those issues. We are currently working with our terminal management team to ensure your order is updated and you are contacted to confirm a delivery appointment.  As soon as we have more details or a further update, we will be in contact again to advise.

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased furniture 12/17/2023 from *************. My understanding was that the furniture was to arrive at the delivery terminal January 25-February 1st, 2024. It arrived January 29th, docked, at 3:44PM. I know this because I have been making attempts to contact ************* to find the furniture and through my own efforts, tracked down who they used to delivery the furniture, which is your company, the Hub Group. I understand there is some ownership transition very recently but I don't really care about that. My issue lies in the fact that for almost a month now, almost $5000 worth of my money is sitting in a warehouse awaiting delivery to my home. Whether it is failure on your company's part or the seller's part to provide instruction on what to do next with it, it is irrelevant to me. On 2/23/24, a HUB representative contacted me over the phone and indicated to me that someone would be contacting me today, 2/26/24 via phone, text or email to arrange delivery of my merchandise. This did not occur. There is no legitimate excuse for failure to communicate with a customer regarding delivery. Someone within your organization is failing to provide logistical support and that is trickling down to the customer. This looks bad all the way around. I would like someone to remedy this problem and arrange to have my merchandise delivered immediately or provide a logical explanation as to why I have almost $5000 sitting in a warehouse collecting dust.

  Business response

  02/28/2024

  Hello sorry about your delivery experience and for the delay, currently your delivery is scheduled for 02/28/2024 between the hours of 2pm-6pm If you have any questions, please feel free to email us at ***********************************

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order for a Vanity through *********** I was told it would arrive by Feb. 21st through NonStopDelivery - aka Hub Group. I received a text message on 2/14/24 stating my package would be delivered on 2/15/24. Great. So I put in for time off to be there since the weather has been horrible and didn't want it left outside in the rain. I received an email this morning 2/15/24 stating that it will not be delivered until 2/29 - 14 days after the original delivery date. I am out $600 for taking time off because of this company. I also talked with ****** and she told me it was being delivered because there wasn't enough on the truck for it to be delivered - this should not be my problem. No explanation for why they called on 2/14, when they clearly new then that there wasn't enough. BUT, come to find out this is very common with this company.

  Business response

  02/16/2024

  ********-  we apologize for the inconvenience caused by the delay in your delivery. We understand your frustration and we take full responsibility for the miscommunication. Please know that we are working to improve our processes to ensure this doesn't happen again in the future. Thank you for bringing this to our attention. If you are still in need of any assistance, please contact us at ***********************************

  Customer response

  02/20/2024

   
  Complaint: 21298293
  
  I am rejecting this response because: all they sent was a generic apology. They either need to reimburse me something for the time I took off, or get my delivery to me before 2/29/24.
  
  Sincerely,
  
  ***************************

  Business response

  02/21/2024

  ********- sorry again about the delay of your delivery and any inconvenience we may have caused you. We are currently working on get this scheduled soon as possible, it' currently has been scheduled for 02/29/2024 we are trying to get an earlier date if possible. If you have any questions, please contact us at *********************************** thank you.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******* is the last mile carrier for a couch I bought. The product arrived in ******** **** (3 hours from my home) on January 25, ****. The delivery on Amazon AND on their tracking was February 1, ****. Took the day off and stayed home for delivery. Never came. Attempted to call their company -- never answered phone. In the automated attendent so long it said someone would call and it hung up. Does not respond to customer service chat. Contacted Amazon (who I purchased the couch through) They reached out and I was told I would hear from them in a day or two. Five days later - had to reach out to Amazon again. Still waiting for delivery information - still not response to chats or phones. They claimed to Amazon it was a weather issue. Again - I live three hours away and know that weather has not delayed deliveries for 10 days since they have the item or not.

  Business response

  02/06/2024

  We apologize we have been made aware the local terminal is having significant delays and we are working to resolve those issues.  Our system reflects the local terminal reached out yesterday evening to confirm a delivery appointment for Monday, February 12th.  Did you receive communication from the local terminal regarding that delivery appointment? 

• Initial Complaint

  01/26/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On December 22, 2023, Hub Group delivered a custom wood entry bench (Tracking #: ********), which unfortunately sustained damage during transit to our customer. The damages were promptly reported to both Hub Group and our company, and we have been diligently trying to resolve this matter since then.We have exhausted all available channels to communicate our concerns with Hub Group. Despite sending multiple emails to the addresses provided by their customer service representatives, we have received only automated email responses acknowledging receipt of our complaints. The customer service agents have been unable to offer assistance or provide us with a contact phone number for their sales department.In addition to email communication, we have attempted to reach out via phone using phone numbers found online and on the BBB website. Unfortunately, our calls have gone unanswered, and we have been on hold for hours without any resolution. We have also utilized their automated system to request a callback, but regrettably, we have never received the promised callback.This prolonged lack of response and resolution has caused significant frustration and inconvenience for both our company and our customer. Despite rebuilding the damaged item for our customer, we strongly believe that ******************** should fulfill its responsibility by delivering the replacement item to our customer at no cost.We are reaching out to the Better Business Bureau in the hope that your intervention will prompt Hub Group to address this matter promptly and responsibly. We kindly request your assistance in facilitating communication and ensuring a resolution to this issue.If there are any additional steps or documentation required from our end, please let us know. We appreciate your attention to this matter and look forward to a timely resolution.

• Initial Complaint

  01/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have been waiting for LTL delivery on a shipment from Hub Group dba NSD as a contractor to Amazon for a week. Their tracking indicates it has been within 10 miles of my location for a WEEK. We had a scheduled delivery 6 days ago, driver missed delivery window. I cant get a straight answer out of them on WHEN my delivery will occur nor can I go get it from their terminal like every other LTL carrier Ive ever dealt with. This is ****** ridiculous at this point, and their chat-based CSRs try but have zero effect on the terminal operations and apparently zero ability to communicate with them too.Shipment number is *******.

  Business response

  01/18/2024

  ******, sorry about your delivery experience and any inconvenience we may have caused you. I have submitted an urgent request to our upper management to have your delivery scheduled as soon as possible. If you have any questions, please contact us at ***********************************

  Customer response

  01/24/2024

   
  Complaint: 21154006
  
  I am rejecting this response because:

   

  I have NEVER received any return communication from NSD.  A (probable) sub-contractor delivered the shipment today (without ANY communication from NSD), and from my perspective only because Amazon CSRs got involved and went around NSD to the actual dispatchers.

  I NEVER got a straight answer from NSD.  And this escalation to senior management is a complete crock of something I probably cant say here.  If you cared, your team would have responded.

  I am mystified why Amazon uses you.

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

  Business response

  01/25/2024

  We apologize for the communication failures and for the delay with the delivery being completed.  We were made aware our local terminal that was completing the delivery was having delays which were worsened by the inclement weather that occurred recently.  As it is our local terminals that sets and schedules the delivery appointments until we have received the information from our local terminal we are not able to advise what the delivery date would be.  Unfortunately, for this order it did take longer than we had anticipated to receive the delivery information.  We do again apologize for any inconvenience this situation has caused.

  Customer response

  02/05/2024

  Complaint: 21154006
  
  I am rejecting this response because: This complaint was not resolved nor even addressed until I got an Amazon CSR to pressure the shipping company. I NEVER received any communication from NSD, but I did get a notice of delivery (weeks late) from some subcontractor they were using.  
  
  The prior response to the BBB complaint that the issue was being elevated has no basis in facts available to me. No one EVER contacted me from NSD in response to my many inquiries prior to the complaint nor after it. I finally gave up calling and online chatting, because it was clear to me that their CSRs had no access to information nor response from the terminal.
  
  I dont understand why Amazon uses them.
  
  My shipment sat in a terminal IN MY SMALL TOWN for about two weeks before they deigned to deliver it.
  
  This did not meet my expectations for delivery performance, and their responsiveness and fact-based communication fully failed to meet my expectations as a customer. 
  
  Sincerely,
  
  **********************;   

  Business response

  02/05/2024

  We apologize the customer's expectations were not meet with this order due to the delivery delays our local terminal was experiencing.  Our records indicate the delivery was completed on January 24th and we have addressed the communication failures that did occur with our management team to ensure this is corrected going forward.

  Customer response

  02/06/2024

   
  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,
  
  *********************

• Initial Complaint

  01/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The worst company i have ever worked with, I gave them a booking. And they pre-pulled the container.Next morning they went to load the container at, the shipper.Once the container got loaded, we got to know the driver had picked the wrong container from the yard. Luckily it was for the same SSL.And we requested SSL to assign the container for our booking.It took some time. By that time we missed the cut, and SSL rolled out our booking for next week.On the day of ERD,I emailed GO freight and GO **** hub to kindly ingate the container.But they demanded the chassis and storage for the week. Over the top of that, they sent us the per-diem charges and admin fees. The freight amount was $800.We paid them $3250.Since then, we have been asking them for the per-diem invoice, and they are not replying to our emails and calls.This morning i requested sll for the per-diem invoice and got to know there was no per-diem on the container.So i would suggest you please ignore this company.They will give you really lower rates in order to get the business and once they have your load,They will hostage it and will ask you for money.

  Business response

  01/18/2024

  We cannot locate an order in our system based on the information provided and we do not offer the services the customer is describing in the complaint.  They may have booked the order with a different division of our parent company but we are a final mile delivery company that deliveries individual orders to the final consignee from partner vendors.  If this is a Hub Group final mile order we would need the tracking number that begins with a 10,12,14, 38, 21,R8 or 20 and be eight digits in length or begin with a 7 and be seven digits in length to be able to further investigate and assist.

• Initial Complaint

  01/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a refrigerator from Samaung and the workers sent out by Final mile were not able to remove my old refrigerator to install the new one. They damaged my walls and floor in process and promised me that a special team would come out on the same or next day. Having used Final mile delivery service in the past when I purchased my washer/dryer, I decided to call and follow up the next day which was Friday , 1/12/24. I was told by someone who claimed to be the supervisor, that no one would be able to come back out until Wednesday, 1/17/24. This company just doesn't even try to do better.

  Business response

  01/29/2024

  Based on the information provided and previous communications we had with the customer directly, we were able to determine this order is not a Hub Group final mile order but was booked with a new division of Hub Group, called Forward Air.  We do now have access to these orders because it is a different division of the company.  The customer will need to contact *********************** for further assistance.

*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. ↩