Complaints

This profile includes complaints for FragilePak's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  FragilePak

  2270 Corporate Cir STE 220 Henderson, NV 89074-7755

• 

  Fragilepak

  480 Roland Way Ste 102 Oakland, CA 94621

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:09/15/2025

  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.

  Hi this shipping company has my almost $5000 worth of items I ordered on 9-8-2025. I live within a hour of them and there telling me they can't deliver to me before October 15th. This is completely unacceptable to wait over 30 days for them to deliver my items. Thus seems criminal as well.

  Business Response

  Date: 09/17/2025

  Good afternoon Mr. ********************** accept our sincerest apologies for the inconvenience you have experienced. It is not our standard to provide such service. We received your Tempur-Pedic merchandise on September 15, 2025. As your residence is approximately 90 minutes from our facility, deliveries to your area are scheduled once weekly. Your delivery is currently scheduled for next week, September 24, 2025, which is prior to the October 15, 2025 date you specified.
  
  Please do not hesitate to contact us if you require further assistance.
  
  We wish you a pleasant day and anticipate your enjoyment of the new merchandise.

   

  Customer Answer

  Date: 09/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution after tempur pedic got involved and got the date sooner then the original oct 15th that tempur pedic also stated that the new 24th delivery date is still out of tempur pedic delivery obligations to there customers. And is still much longer then a customer should have to wait for a delivery and according to gps i live only 60 minites from the nitro wv location not **********************************
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:08/28/2025

  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.

  I bought a king size bed frame and I chose the option for fragilepak to deliver and assemble my bed. Well they broke my brand new TV when taking out the frame from the packaging. I made the claim asap before the 2 guys left the apartment to make sure I didn't get stuck out. Fast forward *** since October 2024 this claims adjuster and all **** ive talked to have not answered my messages, hang up on me after long holds, the adjuster lady offered me $700 but the workers positioned the frame in the worse place not facing the TV. I thought they got paid to be careful and knowledgeable I didn't think I had to baby sit them . Then they said it was OK to lay my mattress inside the frame. Baf idea. It warped my mattress causing sagging . So when I was offered the settlement I told her id think aviation it but she didn't allow me to contact her after the only tine I spoke to her in the phone and then she just ghosted me. Im.asking for $1500 to not only compensate me for rhe tv but to pay someone to disassemble the bed and move it to face my tv and actually allow foe room around the bed. Then damaging my mattress causing sagging and unevenness. I got tires of sending g emails and making g phone calls when really nobody wanted to help me and give me what I bel8to be the fairest settlement. Then they just left the broken tv glass in the carpet . I told them lots of times I have kids& cats so this isn't acceptable. I dont have anyone to throw out the tv ***** just sits in the worst place. Anyways ive stressed over this too long and deserve compensation accordingly Administration Manager/AR/AP Household Goods/Claims ps. The $700 isn't enough for the damages ***** B ********* didn't allow me to.tell her about in full because she expected fornme to just ********* not a dog and I dont appreciate you ghosting me. Such a coward. Just own up and pay me. And train your people better and learn to have a.heart . Ask Gemini

  Business Response

  Date: 09/03/2025

  Good afternoon, Mrs. ********************* accept my sincere apologies for your experience with Fragilepak today; this does not reflect the standard of service we strive to provide. I have escalated your complaint to our Claims Manager for thorough review.

  
  Have a good day

• Initial Complaint

  Date:08/22/2025

  Type:Delivery 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.

  Lost item, miss managed staff, unable to provide clear communication about my item, providing false information about *** and not being truthful about location of my item. Now 3 weeks *** when it should only be 3-4 days business days. I am looking for immediate resolution to this case. I have been emailing **** ******************************* all week with absolutely no resolution.

  Business Response

  Date: 09/03/2025

  Good afternoon,
  
  Mrs. ******* had a strict deadline for this delivery. The shipment was received on August 12, 2025, in ************** and required expedited transit through our network to reach our **********, ** facility. Our ************************* team intervened to resolve the issue, ensuring timely delivery to Mrs. ******** The delivery to Mrs. ******* was successfully completed on September 2, 2025, meeting her original deadline.

   

  Have a great day

   

• Initial Complaint

  Date:07/15/2025

  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 purchased a high ticket item and FragilePak was contracted for the delivery They initially scheduled the delivery for June ******* and when I received the email I responded providing every day id be available for the following 6 weeks. They later rescheduled the delivery for Saturday June ******* which wasnt one of the provided days Id be available. I responded by sending a photograph of my scheduled days off . They continued to contact me stating they would arrive on the 14th so I contacted a manager my local ************** store that sold and hired this delivery company to provide delivery.They continued to be committed to June 14th so to prevent theft I pad locked my gate to my property. I returned home 14 hours later only to receive a call at 9:03 PM stating they were in my driveway. The product was originally shipped to my local Harbor Freight and arrived and left unopened as per the store manager.Between the store and my home ( 22 minutes) the Icon tool chest was opened and packing materials were missing and the handle was installed. The handle is supposed to be in a cardboard box in the bottom drawer of the toolbox and is to be installed by the customer once the crate is set on the customers driveway..The delivery men werent supplied with a pallet jack so they used the handle to drag the 820 lb crate away from the back wall of the box truck..There is a wedge shaped ramp included with the box to roll it off the tall pallet its shipped on. About 9:45 PM inside a dark box truck they missed the ramp and I heard the resounding thud as I watched my $2,500 toolbox hit the floor twisted with all the weight of this 660 lb toolbox resting on the side of one ********* they used the handle to lift this heavy box back onto the pallet. After getting it off the pallet they then drug the one way caster sideways to maneuver around other items .Once off the truck I inspected the box the following morning to find scratches. Another company will redeliver.

  Business Response

  Date: 08/05/2025

  Good afternoon, Mr. ********************* accept my sincerest apologies for the unacceptable experience you had with Fragilepak on June 14, 2025. This falls far below the standards of service we aim to deliver. We have addressed this matter with both our local facility management team and their regional manager. There is no justification for our home delivery specialist to arrive outside of your delivery window and cause damage to your Harbor Freight merchandise. I am pleased that ************** was able to provide assistance in this matter.

   

  Customer Answer

  Date: 08/06/2025

   
  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.
  

  While words cant undo the damage done to my purchased tool chest Harbor Freight is sending out a replacement. After a long wait its scheduled to arrive August ****** and despite my request to have it delivered by a different company they are sending your company out with a replacement. Your company delivers a lot of furniture and this tool chest is to too large to be delivered when the truck has undelivered furniture in the way as a pallet **** is needed . On ******* Ive viewed many deliveries and they all use pallet ****s to unload safely and withouts damaging the item. If my $2,500 arrives tomorrow already opened Ill be refusing delivery.

  You accept these delivery jobs when it conflicts with delivering furniture. 

   

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

• Initial Complaint

  Date:06/25/2025

  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.

  FragilePak has horrible business practices and is trying to charge me $175 for services that they never rendered. They refused to deliver my product on time and never picked up the phone to talk with me. Do not purchase a mattress from Sealy as they will steal your money. *************..

• Initial Complaint

  Date:05/28/2025

  Type:Order 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.

  The business was contracted to provide white glove delivery and installation of a bed and adjustable base. Their movers claimed the bed, which only weighs 150 lbs, was too heavy for them to carry up the stairs. This despite them carrying it into the house without issue.Their movers then got on the phone with the warehouse and lied to their dispatcher in front of me, claiming that my home has three stories instead of two. They did this, I assume, to give their boss a reason for not completing delivery. Customer support was totally uncaring, condescending, and refused to take ownership of the issue. They refuse also to provide a new date for service. They left the mattress and base in my garage blocking the garage area.Their support specialist claims that they are investigating whether additional labor is needed. Why was this not addressed before delivery? Why do they allow their movers to lie to customers? I reiterate that their position, essentially, is that three movers are needed for this one mattress (weighing only 150 lbs).

  Business Response

  Date: 06/20/2025

  Good afternoon Sir,

  First and foremost, I sincerely apologize about your experience with Fragilepak today, as it is not indicative of the level of service we strive to provide.
  
  I would like to take this opportunity to apologize for your recent experience with Fragilepak today. I understand that the level of service you received was unsatisfactory, and I sincerely regret this occurred.
  
  This has been addressed with our local facility, regional manager and the manager of our Customer Satisfaction team
  
  I see that Tempur-Pedic has provided you with complimentary sheets due to your experience.
  
  --

• Initial Complaint

  Date:04/25/2025

  Type:Service or Repair 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.

  On 24 April 2025, a package that I had been waiting on for 2 months after moving was scheduled to arrive and be assembled. I took time off of work in order to be present and clear up space for the assembly. Upon my items being delivered, I was informed by the driver that the manager told them not to build my furniture, though I specially paid for white glove assembly. The reason I was provided was because there were too many pieces. I paid for a service that wasnt fulfilled all because there were too many pieces. Thought I had to call to get the assembly rescheduled, I have lost complete faith in the company to perform services to the best of their ability. They will be assembling for up to 30mins and at this point, I dont even believe the company will even put in the effort to assemble the furniture for the 30 minuets allowed. At this point, I feel as though the assemblers will just stall to no even put in the effort to build it as paid for. If I wouldve known it wouldve been this much trouble, I wouldve never paid the extra money to have assembly to began with. I am highly disappointed in my experience, and hope that the company will fulfill their obligation and build it to the best of their ability in the 30 minuets allowed.

  Customer Answer

  Date: 05/12/2025

  I am sending this email to confirm that my issue with the company has been resolved.

• Initial Complaint

  Date:04/16/2025

  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.

  Good morning, I ordered a Tempur-Pedic mattress and frame on March 26th, 2025. It arrived at a Fragile PAK facility on April 2nd, 2025. On that same day my delivery date was scheduled for April 16th, 2025. On April 15th I received an email stating that they were not able to make the delivery and that I would be given a call within 24 hours. I was not contacted at all. I even sent an email, but no one responded. The next day I called to ask when I will be able to re-schedule my delivery and was told that the next available delivery date will be the 21st of May. I asked why was there a cancellation and was told that they only go out to my area once a month and that their only day on this month was today (April 16). I received an email the morning of April 16th saying that my delivery is ready to be scheduled. When I logged into the website to schedule my delivery, I was told that I cant schedule my delivery. It all doesnt make sense to me because my delivery that was supposed to be today. I dont have a lot of time for this to be rescheduled for next month since I am moving out of state

• Initial Complaint

  Date:03/18/2025

  Type:Delivery 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.

  I purchased furniture through the *********************************** (*****) that contracts FragilePak. After continuous delays in shipping and delivery, I have received phone calls BOTH ON DAY OF SCHEDULED DELIVERY from FragilePak to reschedule delivery due to lack of prior planning issues on their part ranging from overpacked truck to their teams not having proper documentation to access base housing. Their customer service if you can even call it that much, is beyond subpar. It is not ok for this business to continue to operate the way they do at the expense of PAYING CUSTOMERS. They lie to ***** customer service representatives and tell a different story as to why they cannot deliver on time for reasons such as their truck broke down

  Business Response

  Date: 04/15/2025

  Good afternoon Mrs. ******************* and foremost, I sincerely apologize about your experience with our company for it certainly is not indicative of the level of service that we strive to provide. Please know we take these types of complaints very seriously and are addressing these issues with the agents involved as well as using them as a training opportunity to ensure the rest of the team knows how to handle this type of situation.

  You and I have spoken a few times and I see that you merchandise was delivered to you on 03/21/25. I called you back on 03/24 to follow up with your delivery to ensure all was well on 03/21/25. Then on 03/25/25 I emailed you a **** gift card for all of the delays and inconveniences  we had caused you.

  If there is anything else I can do to assist you further, please let me know.
  
  

   

• Initial Complaint

  Date:03/10/2025

  Type:Delivery 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.

  On 12/19/24, FragilePAK notified us that our package from ******* Kids had been picked up and would be delivered shortly. These were the exact words, "Your order 236U2305680 has been picked up and received. We will start transporting the shipment to you shortly." The estimated arrival date was "Monday, January 6, 2025 to Friday, January 10, 2025." As of 1/15/2025, I had not recieved any updates, so I contacted their customer service team. This is what I was told: "Hi *****, Thank you for contacting us. Checking your order 236U2305680, we can confirm that your order arrived incomplete at our last facility. Right now, we are confirming with our team the estimated time of arrival. Once all your merchandise has arrived at our last warehouse, we will contact you to schedule. We apologize for the delays, and please do not hesitate to ask any questions. Best" I then inquired on 1/22/25, 2/15/25, 2/17/25, 2/20/25 (with the the support Maxtrix Kids staff), only to recieve the same, previous responses. It was only until I threatened to contact the BBB on 3/6 that I immediately recieved a email two hours later, indicating that the items were ready to ship. This lack of responsiveness and proactivity is unacceptable.

  Business Response

  Date: 03/11/2025

  Good afternoon Mr. ****************** and foremost, I sincerely apologize about your experience with our company for it certainly is not indicative of the level of service that we strive to provide. Please know we take these types of complaints very seriously and are addressing this issue with the dock that was involved with the dock search as well as using this as a training opportunity to ensure the rest of the team knows how to handle this type of situation. I agree that the length of this dock search took longer than it should have. I am showing that you received your delivery today (03/11/25). I am hoping that your delivery experience went well today.

  My most since apologies again for the length of time it took to get this resolved.