Business Profile

Logistics

FragilePak

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

85 total complaints in the last 3 years.
20 complaints closed in the last 12 months.

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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:01/05/2025
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.
Bought a mattress from Big Lots. Fragilepak was supposed to call me to set up a time for delivery. They do not. They send an email, trying to force me to accept delivery the next day. It is almost impossible to reschedule. Had email and call them several times. Finally got rescheduled, Received 2 phone calls and one text on December 19th saying the mattress would be delivered between 2p.m. and 6p.m. It is now 12:20 p.m., and they have already called and said they are on their way. I had no choice. I had to leave my job to meet them. And after I had explained several times to the company what my working hours were. Very poor customer service. This is costing me extra money to accommodate the delivery company.! Who would use this company? I won't ever deal with them again.
Business Response
Date: 01/15/2025
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.

I have reached out to the manager of that department to discuss your concerns as well.
Our most sincere apologies for the inconvenience that we caused you on 12/20/24.
Initial Complaint
Date:12/19/2024
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.
FragilePak forged a waybill from a previous order telling me to sign their PDA device that was saying they delivered the package. The reality was they checked it was unrelated with excellent service after they ripped my cushion and we all photographed it and it was on security footage, nearly ripped my ****** doorbell off and patted themselves on the back with the highest delivery rating and only showed me a signature screen.The second delivery of which the number is provided here, also required my signature. My rights were to be able to examine the delivery and if I didnt want it, they take it back immediately and they are REQUIRED to get my signature. On this delivery I had 2 large items with major damage to them. I didnt sign anything at all, they quickly left after dropping it off and never returned. Online it suddenly said a paper copy of my signature was received. First thats a lie, and second you cant trust this company when they do that. Im sure they wrote it was undamaged as well.The same company is supposed to be delivering a second bedroom set today since the first was ruined, and I find them highly untrustworthy, and liars. Its disgusting youre lying about your sub-par deliveries to veterans who use the military exchange. Its appalling that my signature was somehow obtained magically on paper it said online when I didnt sign anything nor was presented with it.They are also struggling to get me a copy of the proof of delivery before it was returned so I can see how the contact was fulfilled without my signature and what is actually there where my name should be saying now they have to contact the warehouse because for some reason none of this information they can normally see is showing up.The military exchange wouldnt use this company anymore if the truth were revealed, if CUSTOMERS were filling out the paperwork instead of employees lying and writing their own narratives and possibly signatures for people who didnt sign.
Business Response
Date: 12/19/2024
Good afternoon Mr. ****************** style="font-size: 0.875rem;">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. I have reached out to my regional manager to have this discussed with the local facility regarding the forging of your signature. That is 100% not acceptable.
Just to confirm, there were damages to the cushions with todays delivery (12/18/24) for PRO # 263U2280835 or was it for the delivery in November for PRO # 263U2229048.
You can also reach out to me directly at ******************************* if you would like to discuss further.
Once again, our most sincere apologies for your Fragilepak delivery experience.

Customer Answer
Date: 12/20/2024
My first delivery waybill was falsified because my item was damaged by the crew and they checked no damages and 10/10 service. The next delivery I had also had major damage and I wasnt given an opportunity to sign anything. My third delivery was fine, but again no signature obtained BY ME.
I contacted the seller and they confirmed a delivery signature BY ME was REQUIRED. The second delivery stated online afterwards a paper copy of my signature was obtained. So someone is falsifying business records and forging my signature. Youre also 3/3 times didnt do your job properly or youd have obtained MY required signature and MY opinion of the delivery and it wouldve said there was damages. This is a shady business dealing in patting themselves on the back by filling out their own surveys and customer response forms and forging or not getting required signatures. Im still waiting to see the proof of delivery signatures that were required from me on your file to see if my signature was forged, but nobody wants to provide me with this documentation and I notified the military exchange yall are not doing what youre supposed to be doing and lying.
Business Response
Date: 01/15/2025
Good afternoon *** *****,
UPDATE:
This matter has been discussed with our regional manager. We are now working with the facility management team, and we are coaching employees to address it. This will ensure that it does not happen again.
Our most sincere apologies.

Customer Answer
Date: 01/18/2025

Complaint: 22708718

I am rejecting this response because:
I finally obtained the waybill which was so difficult to get because it was forged, it took me two months to get it! My signature was forged on there for delivery statement saying everything was delivered great when it was damaged and luckily was replaced but my signature was forged. Not in print, no, someone wrote in actual cursive and wrote my name. That's something someone should be fired for, the driver whose name is on it, and I'm sure it's happened to my other order because only 1 out of 3 required signatures was obtained for 3 orders I had delivered. Coaching people not to commit crimes by writing other people's names in cursive is ridiculous. These are grown adults who know what they're doing, and the business know it accepts that in lieu of getting required signatures. Just illegally forge someone's name at the end of a statement alleged to be signed by them. Everyone thinks this is about my package issue it's about the fact it was damaged and they signed my name under a statement saying there was no damage and that is a criminal act. It's lost on this company the gravity of that.

Sincerely,

*********** *****
Business Response
Date: 01/23/2025
Good afternoon Mr. ****************** style="font-size: 0.875rem;">Once again our most sincere apologies again. I hear your concerns and complaint very clearly. Thus I am escalating this our senior management to discuss further and what action plan will be taken. I will provide you with an update once advise.
Have a great day.
Initial Complaint
Date:10/03/2024
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 have a delivery scheduled originally between hours of 12 and 4 PM at some point during the night they decided to change the schedule from 10 AM to 2 PM in the afternoon which I already made plans for an appointment that I cannot miss. I tried calling customer service, which was completely useless, giving responses not willing to escalate my issue and was very combative. I feel like I was being held hostage at my house for my own stuff that I have bought and paid for I wasnt asking for miracles to happen. I was just asking for them to pass my number to the dispatcher/driver so that way we could organize a realistic delivery so I could be here at my property.
Business Response
Date: 10/11/2024
Good afternoon Sir,
First 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.
I see that our team came back to your residence and delivered to your residence at 5:39pm that day (10/03/24).

Our most sincere apologies for changing the delivery window hours to you at the last minute.
I reached out to our regional manager to have this addressed with that local facility.
Initial Complaint
Date:09/27/2024
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.
We ordered a $3,000 Tempur-Pedic twin bed with "White Glove" delivery. I received a text from an unknown company called Fragile-*** and then an email from Tempur-Pedic that our mattress had been delivered two weeks before it actually was. I called Tempur-Pedic, who verified *********** is their contract delivery company. They could not explain why Fragile-*** sent notice the delivery had been made. A second email was sent before actually delivery also claiming the mattress had been delivered. Though Fragile-*** was required to call the customer, I had to call them. They were rude and accusatory towards ************. From the date the mattress was ordered, to when I called Fragile-*** to schedule delivery, to the day of the delivery, we advised we needed the box for a future move. The delivery man lied and said they worked for Fragile-*** (subcontractor called ****************). As they were destroying the shipping box, I notice the delivery persons hand covered a pre-completed customer delivery Satisfactory Survey showing everything was perfect. I sent a copy to Tempur-Pedic and advised we are very unsatisfied customer with their contracted "White Glove" delivery company ***********. We need the mattress box for moving and are requesting Fragile-*** replace the box their subcontractor destroyed.
Customer Answer
Date: 10/10/2024
Please remove the attachment I sent in support of my complaint. I was unaware the attachment would be posted to your Website as it contains my personal information: address, email, phone.... Thank you, ****** ******
Business Response
Date: 10/11/2024
Good afternoon Mrs. ******************* style="font-size: 0.875rem;">First 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. We have brought all of your concerns to the attention of our regional manager for the local facility in ********
Our most sincere apologies for your Fragilepak delivery experience.

Customer Answer
Date: 10/15/2024

Complaint: 22346201

I am rejecting this response because:

Sincerely,

****** ******
Customer Answer
Date: 10/15/2024
I still need a twin long mattress box replacement for moving.
Business Response
Date: 10/30/2024
Good afternoon,

A dispute of $2950 is unreasonable for "destroying" the box that the Tempur-Pedic mattress's came in. We made the delivery to the ******** residence on 09/26/24. Mrs. ****** is correct that they had requested to keep the boxes intact and not to remove from the boxes. Mrs. ****** is also correct regarding the signing of the paperwork (POD - proof of delivery - I have also attached a copy of this POD). We have addressed this issue with our local facility management and with our regional manager. The Home Delivery Specialist have been coached upon of their error on 09/26/24. but there is no mentioning of any damages to the Tempur-Pedic merchandise (In our notes, or on the signed POD), only the boxes that were broken down by our Home Delivery Specialist team.
Customer Answer
Date: 11/01/2024

Complaint: 22346201

I am rejecting this response because: I am only asking for a box replacement, not reimbursement for the cost of the mattress. A new box for moving cost around $50. Instead of destroying your next single bed mattress box, you can deliver an intact mattress box to our home.

Sincerely,

****** ******
Business Response
Date: 12/05/2024
Good morning,
Once again our most sincere apologies regarding the boxes of your merchandise. Can I send you a **** gift card for your Fragilepak delivery experience and all of the other issues? I really want to make this right with you and do the right thing at this point.
Please advise
Business Response
Date: 12/05/2024
Good morning,

Once again our most sincere apologies regarding the boxes of your merchandise. Can I send you a **** gift card for your Fragilepak delivery experience and all of the other issues? I really want to make this right with you and do the right thing at this point.

Please advise
Customer Answer
Date: 12/12/2024

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,

****** ******
Customer Answer
Date: 01/02/2025
FragilePak offered to send money so I could buy the moving box their subcontracting company destroyed. They failed to send anything. Another lie from this terrible company.
Business Response
Date: 01/15/2025
Good afternoon,
My apologies, I was asking if you would accept a **** gift card in lieu of the box. I will gladly send you the **** gift card. I will send it to you this coming weekend
I will be sending a **** gift care to you at **********************************.... FYI: The subject line will say VANILLA ****** That is not spam or telemarketing, that will be your gift card.
Have a great day
Customer Answer
Date: 01/30/2025
Complaint has been resolved.
Initial Complaint
Date:09/03/2024
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 had a delivery scheduled for today with a window of 9-1. After 4:00 rolled around I called and of course no answers were given as to why I hadnt received my delivery. The call center is totally useless except for canned apologies and rescheduling. Now I must set aside another day in hopes that the miracle of delivery actually takes place. I can see by online reviews that they have a habit of disrespecting customers. Totally unprofessional and irresponsible behaviors from a company as large as they seem to be. Fragilepak, you are horrible!
Business Response
Date: 09/11/2024
Good afternoon *****************,
I would like to personally apologize for the issues in getting your order delivered and the lack of customer service you have received from us. I take matters like this very seriously and want to help right away. If you could please provide the order's pro number (the one with a U in it), that would be great. Once we have the order's pro number we can get a senior level representative working on fixing the issue and provide you with an update and a solution in a timely manner. Thank you.

Customer Answer
Date: 09/12/2024

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.
The company CEO had the delivery set up for the next day.
Sincerely,

*************************
Initial Complaint
Date:08/28/2024
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.
We hired FragilePack to pick up 20 packed boxes of important corporate papers. The items were picked up and then disappeared. They were picked up in June, 2024 - no one can find the boxes anywhere - we are told that it is a total loss - We hired FragilePack for our customer on the east coast - we obviously had to give the money back to our customer, but FragilePack is not taking the responsibility to find the boxes, we cannot even get them to give us a singed bill of lading so we can file a claim. This was all done via a company called ***********.
Business Response
Date: 09/11/2024
Good afternoon,
I would like to personally apologize for the issues in getting your order delivered and the lack of customer service you have received from us. I take matters like this very seriously and want to help right away. If you could please provide the order's pro number (the one with a U in it), that would be great. Once we have the order's pro number we can get a senior level representative working on fixing the issue and provide you with an update and a solution in a timely manner. Thank you.
Initial Complaint
Date:08/26/2024
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.
On July 24, 2024, FragilePAK was responsible for delivering and installing my termpur-pedic bed. In the process they damaged my wall - the sheet rock and dented the corner bullnose. I have photos. I reached out to the company that same day on July 24th. I got an email response on July 25th saying someone will contact me as soon as possible. It has been 30 days. They need to make this right and pay for the damage they caused to my home. No one has reached out to me.
Business Response
Date: 09/11/2024
Good afternoon Mrs ***************** style="font-size: 0.875rem;">Per our Claims Property Damage Department. PRO#***U2084892-P Reviewing this claim , can we notice the following facts : Due to the lack of response from the consignee and the failure to provide us with the requested information, the claim closure will be based on the Proof of Delivery signed by the consignee on 7/24/23. The Proof of Delivery was signed by the consignee and it is the responsibility of the consignee to report on the *** any irregularities that occurred during the delivery process, otherwise FragilePak and its supplier are released from any liability. due to the facts presented the claim is closed
Customer Answer
Date: 09/26/2024
This case has not resolved the company still will not contact me
Business Response
Date: 10/30/2024
Good afternoon,
Per our claims department, they have reached out to the ******* 5 times via email. They have sent the emails to ***************** without any response.
Have a good day
Initial Complaint
Date:08/20/2024
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.
We ordered a dresser online from the military Exchange store and the delivery was assigned to FragilePak. I received a text message on Thursday, August 15th at 10:24am to schedule a delivery to our house. I immediately scheduled delivery for August 20th and received a text message confirmation. On August 19th, I got a bunch of automated texts asking me to schedule my delivery. I thought it was a mistake and emailed FragilePak through their website as the text suggested. I emailed at 9:21am and again at 2:08pm after receiving several more automated texts. After no response, I had to track down their main website and find a contact number. **************** looked into the delivery and said the delivery appointment had been cancelled days prior without my knowledge because the warehouse claimed, the government wont allow them to deliver to the military base on that date. I contacted the ******************* visitor center to see if there are any date/time restrictions for delivery trucks and was told that they are free to deliver at any time. I called again and FragilePak continued to lie and refuse to deliver. We specifically took off work for this delivery, so this is a huge inconvenience. FragilePak wants to reschedule for dates that will not work for us. They are severely lacking in communication and should have immediately contacted me if the original date would not work, rather than lying when I took the time to call them myself. If FragilePak cannot uphold their promised delivery dates, they do not need to be responsible for making any deliveries. They should be expected to be fully transparent and communicate with customers.
Business Response
Date: 08/20/2024
I would like to personally apologize for the issues in getting your order delivered and the lack of customer service you have received from us. I take matters like this very seriously and want to help right away. If you could please provide the order's pro number (the one with a U in it), that would be great. Once we have the order's pro number we can get a senior level representative working on fixing the issue and provide you with an update and a solution in a timely manner. Thank you.
Initial Complaint
Date:08/01/2024
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 a mattress and bed frame set from ******* and ****** on July 6th. The tracking number I received says that they have been in my city and ready for delivery for two weeks now. I called ******* and ****** to try and get them scheduled for delivery. They told me to call fragilepak. Ive called fragile pak 3 or 4 times over the past week, Ive called ******* and ****** several times, no one has given me a single answer as to where my $6200 bed set is or why it isnt being delivered. The closest thing I got to an answer was something along the lines of its two pieces, we have to make sure the warehouse has both pieces before scheduling, well confirm and call you back in 30 minsThat was last week, and I have yet to hear back from fragilepak at all.All the times *** tried to reach out to them for an answer, all they ever say is well look into it and call you back, but they never do. Not a call. Not a text. Not an email. No answers. No solution. Nothing This has been super frustrating and just feels super sketchy at this point, and considering the large sum of money spent here, Im rather worried At best, this company doesnt care WHAT SO EVER about its customers or its own reputation.At worst they might just be scammers
Business Response
Date: 08/06/2024
Good afternoon ****************,

First 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. There was an issue at our dock where they could not locate your merchandise. This has been located and resolved. I am showing that your delivery is scheduled for tomorrow (08/07) between 12pm - 4pm.

Our most sincere apologies for the inconveniences that we have caused you
Initial Complaint
Date:07/22/2024
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.
Fragile Pak is a third-party shipping provider for Bed Bath and Beyond, from whom I purchased a mattress. The tracking number BB&B provided me leads nowhere, and even submitting it to Fragile Pak's website doesn't work. Instead, I received 3+ calls and 5+ text messages this morning, all repeating the same information, "My order is ready for delivery and to select a delivery time." The two delivery times offered do not work for me, as I cannot be present at the time, and when I click on/ ask for additional times, it tells me to call their scheduling team with the number provided. I have called the scheduling team three times and left a voicemail. I have not received a response other than more of the same calls and texts with the same delivery time offerings. I am getting frustrated that instead of the scheduling team calling me back or giving me additional options, it keeps sending me the same robot messages and calls.
Business Response
Date: 07/25/2024
Good morning ***************.
First 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. I have addressed your concerns with our ******************************** team and have asked them to call you this morning to discuss your schedule that you are available to receive your delivery.

Our most sincere apologies for the troubles you had contacting our Customer Satisfaction team

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FragilePak is NOT a BBB Accredited Business.