ComplaintsforR.A.S. Logistics, Inc.

• Initial Complaint

  02/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This firm was supposed to deliver an appliance but they only have ****** lb trucks and I live in a community where only smaller trucks are allowed.It is insane a logistics firm does not have any small trucks -- and is incapable of making a delivery.No one should ever do business with such an incapable firm as RAS Logistics!

  Business response

  02/23/2024

  Manger and point of purchase have has been in conversation with customer.   

• Initial Complaint

  02/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We ordered a refrigerator and oven from ********** to be delivered on Feb 15 2024. We waited after removing our other appliances for most of the morning. Finally received a call from the driver that they couldnt make it into our road. That it was to narrow for the 26 ft truck. Which is not true. We just had a stackable unit delivered in 26 ft truck a week prior with no issues. I explained to the driver but he was not listening. We called ********** to reschedule but also wanted to talk with RAS so we created a ticket for a call back from the supervisor. ********** customer service could not get anyone to answer. They tried for 15 minutes to contact *** to no avail finally got rescheduled to February 19th but had to do it online because no answer. Got confirmation email and text a day prior confirming delivery. Fast forward to the 19th and still no delivery. After 2 missed days of work and no appliances in our home we feel defeated. Very terrible customer service. I will from now on ask who is delivering for big box store orders i place to avoid doing business with RAS logistics. They need some competition in the ********** area and maybe theyll do better! Hopefully ********** realizes what a terrible partnership they have with RAS logistics. I plan to let the know how unhappy we are with the delivery process. Still havent received our appliances. We may cancel the order and place with Lowes. They use a more reliable delivery service. It will cost more but probably worth it. Terrible terrible terrible customer service. Actually they have no CUSTOMER SERVICE. And to beat it all our warranty has been ticking the whole time weve been waiting and continues to tick

  Business response

  02/20/2024

  The complaint has been forwarded to the Regional Director for review and to contact the customer.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Worse experience of my life! I purchased an ** washer and dryer from ********** on 11/29 and was on back order until 1/5. Well on 1/5 they came and both washer and dryer had HUGE dents in the front. So after waiting 6 weeks for them when my current washer had broken 6 weeks prior I was not able to get my new set due to damages. There was no urgency to get these to me any sooner than the following Friday. Had to be reordered from ** warehouse in *******. On the morning of 1/12 which was my reschedule from the previous week I called to confirm they were coming that morning. I was told that the truck broke down and they would not be coming and would reschedule me for the 3rd time to the following week. To say I was furious was an understatement. I had no working washer at this point and had to result to going to a family members house and laundry mat to do laundry. The company RAS logistics didnt even have the decency to call and let me know this. I had to call and inquire about my delivery because I had not even heard anything about it. Instead of putting me at the top of the list because at this point I had been waiting 8 weeks I was not prioritized and they didnt care to get my appliances to me. Instead I was rescheduled for the following week 1/17. That was not good enough, I then called the store manager and she was able to get me on Monday 1/15. We had some snow delays that week and I was rescheduled from 1/15 to 1/17 then to 1/19 then again on 1/22. On Monday 1/22 I was called at 7:30 am by the delivery team and told they were 15 minutes away. After waiting 2 hours I called and the delivery drivers had turned off their phones so I could not call them back. I called RAS logistics and after 4 phone calls they finally answered the phone. I was told that there was snow on some of the roads in my neighborhood and that they decided not to come and went on to the next job. I was livid at this point. This company is the WORST! They didnt even have the decency to call and let me know they werent coming just had me guessing and watching for them for two solid hours. Is this how you do business? I was rescheduled again for the following Tuesday morning 1/23. The drivers came and unwrapped the dryer and it had a dent and a large scratch in the front. I had asked them to check them over weeks prior when the replacement was ordered and was told by **** and ****** that they were not damaged. LIES! Called the store manager at ********** and she instructed the drivers to install the damaged one so that I would finally have a working set and that a third dryer would be ordered for me. They were installed and I was finally able to do laundry after over 9 weeks. The replacement dryer was scheduled to be delivered on 2/2 8th reschedule. Again I was not made a priority and was given the last time slot of the day. When they arrived they refused to install it and was told that they dont install appliances if they have been previously installed on the pedestals. I again called the store manager and she told them that they were instructed to install it from the previous appointment because the dryer came in damaged. ****** from *** even told the driver that and he still complained about not wanting to do it. After several minutes of him speaking with **** he finally agreed to install it. I instructed him to enter through the garage and he told me no he was good to enter through my front door and just helped himself by walking into my home without my permission. Once the install was completed he left a mess in my laundry room and left the old dryer duct in the middle of the floor. This was the most UNPROFESSIONAL experience I have ever had. After spending almost ***** on a washer and dryer set and to be treated this way is completely UNACCEPTABLE! Glad this nightmare is finally over!!

  Business response

  02/05/2024

  The Terminal Manager had conversation with the customer regarding her complaint and follow up.

   

   

  Customer response

  02/06/2024

   I am rejecting this response because:
  The Terminal manager did not speak to me regarding any of this. I called after the reschedule on 1/22 and demanded to talk to ****. I was never contacted by them ever regarding my delivery delays. This company is the most unorganized and unprofessional I have ever seen. Delivery drivers on 2/2 were rude to me and refused to install even after being told to do so. The drivers are never told what to expect when arriving to a job. Twice I had to tell them what was going on. Never had any notes on my job as to what hey had to do. I paid for install and removal of the old appliances and they had no clue of any of it! I really wish ********** and Lowes would stop using them. ****** reviews and bbb complaints say a lot! I counted the word furious in about twenty reviews and complaints but yet they still continue to use them and upset customers not showing up after weve taken off the day of work. Utterly ridiculous! 
  
  

  Business response

  02/06/2024

  My apologies this response is not for this customer.  I will update again after hearing from the manager.

• Initial Complaint

  01/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  ********** used this business to deliver our Stove and Fridge. They claim to have come to our house to deliver these items this morning, 1-25-2024(the delivery window was scheduled between 11am-3pm). They claim to have been waiting outside our house from around 10:40am-11:03am. I was periodically looking out our window during that time frame and checking the tracking, I looked outside at least 12 times during that time frame. There was no knock. There was no call. They lied and claimed to knock and call and claimed that they waited at our house for 20 minutes. They have a picture of our house. It's as if they came even earlier than that time-frame claimed and simply took a picture and left. The correct procedure is to call when they are almost to our house and they did not call. The ********** customer service rep called these drivers, when they finally answered their phone they claimed that they were at our house for 20 minutes and we didn't answer the door. When the customer service rep asked why they did not call us, they hung up on him. Their supervisor believed their claim of calling us and knocking and she hung up on us as well. They said the only thing they can do is reschedule the delivery for Tuesday, 5 days from now. We went through all the trouble of emptying our fridge/freezer and getting the stove ready to be removed and they could not even bother delivering our items. These delivery drivers should be held accountable for their dishonesty but instead their employers just believe them and not us. I wish we had cameras to prove they were not here when they claimed to be. My order number: WM58149387.I don't want to deal with this company any further since they have been terribly unprofessional and rude. I just want to warn others against using them for your deliveries.

  Customer response

  01/26/2024

  You may try to assist with this business. I do not believe that they will make any efforts to make this right and I do not trust them to be honest and deliver my items successfully so I would like to cancel and get a full refund. 

  Business response

  01/26/2024

  Customer was contacted by the location manager and appreciated the follow up.

  Customer response

  01/27/2024

   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. I had already canceled the order before they called and offered to redeliver with a new team and apologized. I do hope that they will better train their employees and hold them accountable for their dishonesty.

  
  

  Thank you.

• Initial Complaint

  12/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  RAS is a total nightmare. They were to deliver a large dining room cabinet to me on Wednesday, December 20th. I paid someone to sit at my house while I was at work, and the piece was never delivered. When I called, the secretary at RAS, who does nothing but interrupt and talk over you, blamed *******. When the piece was delivered the next day, the delivery people tried to pick up the piece with lifting straps which should never be used when furniture is not flush on the bottom (it has decorative moulding), and they snapped the moulding, breaking the furniture. They said something about getting a discount on the furniture. We told them to take it back with them as we are not keeping a broken cabinet. Fast forward to today. *** sent a text to me yesterday about an 8:00-12:00 deliver timeframe for a dining room table (we are still waiting on a new cabinet to be delivered). This time I sat home waiting. When I didnt get a phone call, I called RAS. They claimed they had nothing to deliver. Needless to say, Im angry. This is twice that I have received notification of delivery, twice that the delivery didnt happen (excluding the breaking of our furniture upon delivery), and twice that Im trying to deal with a company whose people, instead of profusely apologizing for THEIR error, have the nerve to give ME an attitude. Unfortunately for Wayfair, I will no longer be placing orders as they use this awful delivery service in my area.

  Business response

  12/29/2023

  The Manager over the region has left a message for the customer and is waiting for a return call.

   

   

• Initial Complaint

  12/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a table from Wayfair. The top was damaged, and ******* sent a new one to replace. R.A.S. Logistics is to deliver the replacement. I've been scheduled TWICE for a Sunday delivery (not my choice, they keep switching it to Sunday) and BOTH times no one has showed up and no one has called to let me know they weren't going to make it. I called to get rescheduled right away this morning again and was told there is no manager available and I'll have to wait until next week for another attempt. Absolutely horrible customer service. They are holding my table top and will not deliver!

  Business response

  12/12/2023

  Terminal manager has resolved with customer...

• Initial Complaint

  11/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a new washer and dryer from GE for $1800. The installation date/time was confirmed for November 22 between 3:30pm-7:30pm. A driver from RAS Logistics called to let me know they would be at my house at 5:00 p.m. When they arrived, the driver tried backing up my driveway for 5 seconds, could not, and then called me from the road to say he would not be able to deliver my appliances because his 26' truck wouldn't fit in my driveway. (There is a full shop and concrete landing pad at the top of the u-shaped driveway, enough room for a full turn around, hidden from view of the road). He said "this always happens in neighborhoods like this. They need to send a smaller truck." He said I would need to reschedule for a different day. I asked the driver to park and walk up the driveway to see that his truck would indeed fit. He said something about checking his navigation, and then hung up on me. The truck never came back. I attempted to call back many times and left voicemail, with no answer. R.A.S. Logistics drove away with my appliances without scheduling a new delivery date. Isn't that considered theft? I am beyond furious at the complete lack of customer service from this company. Where are my appliances?

  Business response

  11/27/2023

  The terminal manager has left a message for the customer to call him and has scheduled the delivery for ***** pending customer confirmation.

  Customer response

  11/29/2023

   I am rejecting this response because:
  This is untrue.  The terminal manager did not leave a voicemail on my phone.

  I actually spoke with GE customer service separately to schedule a new delivery date (11/29/23) after RAS Logistics did not deliver my appliances or return my phone calls on my original delivery day (11/22/23). 

  The confirmation text message I received stated that my new delivery day is Wed. Nov. 29th between 4:30-8:30pm.

  Business response

  12/05/2023

  The terminal manger left a message as well emailed the customer and there has been no contact.

  Customer response

  12/06/2023

   I am rejecting this response because:
  
  The attempts by RAS Logistics to remedy the situation have fallen short of my expectations. I cancelled my full order with ** customer service on 11/30 and am still waiting for my refund one week later. I do not recommend anyone purchase appliances through the ** Appliance store if RAS is responsible for deliveries.

  Business response

  12/11/2023

  There is no additional action RAS can take as the order was cancelled.

   

   

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a couch on 9/16. It arrived at RAS on 10/13. My delivery was scheduled for 10/18 and then rescheduled for 10/23 and again for 10/25 and then finally for 10/26 between 1:30-5:30pm. Its 7:14pm and I have no couch. *** has been holding my couch for over two weeks now and I am furious. I left work early today to be home for the delivery and it never arrived. Horrible company.

  Business response

  10/30/2023

  The customer complaint has been sent to the location management to review and contact the customer.

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *** delivered a fridge to our home that was purchased at *********** They damaged our entrance/retainer wall. The truck was backed into the wall cracking it in half down to part of the footer/foundation. They also damaged many trees including pushing one over (they literally parked in the tree). Then they damaged the entry door to my home. I have estimates on the wall. This was about 3 months ago and we have received no money.

  Business response

  09/27/2023

  The compliant has been submitted to the claims team who will contact the customer.

  Customer response

  09/27/2023

   I am rejecting this response because:  This has been an issue for months.  My property is damaged and I want repaired or the money to pay for the repairs by tomorrow.  RAS has not contacted me recently.
  
  
  

  Business response

  09/28/2023

  Information has been forwarded. 

   

  Customer response

  10/03/2023

   I am rejecting this response because:  This was not a response.  We need a resolution.

   
  
  

  
  

  Business response

  10/24/2023

  The Claims team has reached out to the customer again. 

  Customer response

  10/24/2023

   I am rejecting this response because:  There is no response here and no one has "reached out" to me.  I need payment for the damage to my property.
  
  
  

  Business response

  10/30/2023

  This claim is in the hands of the insurance company and questions and concerns related to the claim need to be directed to the insurance adjuster.  

   

   

   

  Customer response

  10/30/2023

   I am rejecting this response because:
  I am told by ********************* that they will not pay for any damages and that RAS would be responsible for any damage.  There was also some mention as to RAS not have coverage at the time of damage.
  
  

  Business response

  11/01/2023

  RAS submitted the claim with documents provided to the insurance company who reviewed the and denied the customers claim.  

• Initial Complaint

  09/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This delivery company was supposed to deliver my washer and dryer set from ********** on September 1. They change the delivery date to September 9 and did not provide me notice. The delivery date then got rescheduled for September 5. Todays date I was notified that the delivery will not be able to be delivered until September 9 after all. And they cannot give me a time of which they will deliver.

  Business response

  09/05/2023

  The location manager is reviewing and will reach out to the customer.

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