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:02/05/2025

  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 was suppose to receive my delivery no later than 26 November, Fragile Pak accepted my delivery from the supplier on 17 November 2024, they did not deliver my shipment by the 26th, I called multiple times (30 times by the end of the ordeal) they had received the shipment to the wrong warehouse and had identified this at the beginning of December 2024, they did absolutely nothing until Janurary 2025 after constantly having to call them and the original place of purchase. Fragile Pak consistently made delivery dates and would cancel through the beginning of Janurary reasons being "product was too heavy" , "we didn't get to it today" , and a plethora of other excuses, every time you call they say give us ***** hours, and no resolution, I did not receive my order until the end of Janurary 2025, 3 MONTHS late and they promised compensation and personally assured me they would make things right, yet ignored and blocked me after they finally delivered my shipment from all communication, they lied to me about the compensation, failed to deliver and meet their commitment in a reasonable timframe, I took off multiple days of work just to ensure I was home when they lied about the delivery dates, wasting my time, I had to call 30 times to get any movement, absolutely unacceptable and worst shipping company I have ever experienced.

  Business Response

  Date: 02/12/2025

  Good morning Mr. *********************** style="font-size: 0.875rem;">My sincere apologies for the recent issues you had with our company, and for the issues that were a result of those issues. 
  
  Please know we take these types of complaints very seriously and are investigating them and will be using this information to address these issues with agents and teams involved and for training purposes. I do see that you were promised a gift card, and Im fulfilling that promise myself. You will receive a **** gift card by the afternoon of Friday, February 14, 2025.
  
  I understand that this was a very negative experience, and Id like to personally apologize that you had to reach out to so many people to reach us, and I regret all the inconveniences we caused you.

  Have a great day

   

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22903103
  
  I am rejecting this response because:
  I have still yet to receive any gift card or compensation as promised, if there is a delay or the card was pending response please let me know, if there is any coordination needed on my end I am willing. 
  

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

  Business Response

  Date: 02/21/2025

  Good afternoon,

   

  My apologies, there is an issue with the gift card processor. I have been checking on this everyday for the past week. Our IT department is working on this issue and once fixed, I will be sending you the **** gift card promised to you.

   

  Our apologies for the delay.

  Customer Answer

  Date: 02/28/2025

   
  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.
  
  Sincerely,
  
  *********** **********

• Initial Complaint

  Date:02/03/2025

  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.

  Purchased a ********************** Rocking Recliner Item # ******* from the military ******************. We were told that FragilePAK would be shipping company by ********** Exchange personal. Recliner was purchased on 12/14/24 and it was to be delivered to the Tinker AFB Exchange by the end of December. I have been emailing FragilePAK since 1/15/25 and have gotten the run-a-round. The FragilePAK Number that I have been referencing with them is 263U2305142. Please the attached correspondence.

  Business Response

  Date: 02/05/2025

  Hello *** ******.

  I'm very sorry that you did not receive your recliner as expected.

  We have notified ***** that your shipment was lost in transit.  I apologize that we did not notify you directly, but the order we received did not have your contact information, as it was addressed to the ***** store on ***********

  One of our managers attempted to contact you via telephone yesterday when we received direct contact from you.  

  I have asked ***** to let me know when the replacement is shipped so that we can monitor the movement and make sure it gets to you as quickly as possible.  

  Please let me know if there is anything else that I can do to be of assistance.  I will also have one of our managers attempt to contact you again about this issue via telephone.

  Thank you.

   

   

   

   

   

   

   

   

   

   

  Customer Answer

  Date: 02/19/2025

  FradgelPAK manager ***** *********** has been keeping me updated.  We ended up reordering the recliner and gave Mr. *********** the order number and tracking number of the reorder.  He is still keeping me updated.

  Thank you,

  *** ******

  Customer Answer

  Date: 02/20/2025

  *****,

  will do!  Thank you!

  *** ******

• Initial Complaint

  Date:01/31/2025

  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.

  Back in december 2024 I bought children's bed from Maxtrix furniture. The company contracts with FragilePak. My complaint is about **************************** they were supposed to have delivered the bed to my apartment. Over a month ago, they took my questionnaire information to get the delivery details. In that questionnaire, I specifically detailed the instructions for delivering the bed. There was nothing in that information which was sent to me that said I could not ask for the furniture to be delivered to the top of the flight of stairs, which is the entrance to my apartment. Their information only says that the furniture will be delivered to the first dry area inside the door of dwelling. For my apartment, the first dry area is the area at the top of the one flight of stairs as it is on the second floor. Inside the main door entry, there is about a three foot by three foot area. That is not big enough area to place any furniture items and would also block the fire exit. So I wrote the details about where to put the furniture in their questionnaire, and they agreed to deliver it today. However, their employee, the driver determined that they would only place the furniture in the bottom of the stairwell, where it it's physically impossible to put the furniture, due to the small 9 square foot space, and unsafe, because it blocks the fire exit. They refused to bring it up the stairs because they said it's not part of their duty. So they lied and said that my wife refused the delivery. She did not refuse the delivery. They left with the furniture and took it back to the warehouse and claimed it could not be delivered due to customer refusal. When I reached out to ********************** by phone to resolve this, the representative and even the supervisor I spoke to said they have to ask the purchaser to upgrade the order to "white glove delivery" to take it up one flight of stairs. That's ridiculous. But the supervisor said if the stairs were on the outside, that would've been OK.

  Business Response

  Date: 01/31/2025

  Good morning 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. I have seen the notes on the order from yesterday (01/30/25) and that you also spoke to *** from our Customer Satisfaction leadership team. I am showing the service level has been upgraded and has been rescheduled for 02/13/25.

  My most sincere apologies for yesterday's Fragilepak delivery experience to you and to your wife.

   

   

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22881015
  
  I am rejecting this response because:

  The need to upgrade the delivery, as I see it from the materials provided to me by your company, should never have been required since I clearly described the layout of my apartment on the second floor, and where the furniture would need to be placed inside the door, up 1 flight of stairs, given the impossibility of placing it in the bottom of a stairwell as your delivery staff tried to do yesterday. In addition to the hassle that this put us through and waste of our time with having to actively dispute with the entire chain of command of your company from delivery personnel to the supervisor, it is also unacceptable that the problem is not able to be resolved in a reasonable amount of time. 

  The reason the new delivery date is 2/13 is because I was put back at the end of the line when I called your regular service line to reschedule the delivery after ******* approved an increase in the level of service you needlessly required, and was only offered this as the first available date (within my stipulations that it be Thursday or a weekend). I would have expected after the bungled delivery, poor communication, mistreatment, and rude interactions with the company's delivery staff I reported on the phone to your customer service agents and supervisor ***, that I would have been offered a quick and expedient delivery, rather than waiting an additional 2 weeks for a delivery that should have occurred yesterday. Mind you, this is now the 3rd rescheduling of the delivery, after your truck broke down on the 2nd delivery attempt dated 1/16. Meanwhile, my children are sleeping on the ground because their bed being delivered wasn't delivered on 1/30 as promised by your communications. Each time you reschedule a delivery, we have to alter our schedule to be present at home away from work or other activities another day. Furthermore, though I wasn't on the call, my wife was told by another customer service agent with ********************** (while she had to hastily call them because the delivery staff were packing up the boxes and threatening to take them back to the warehouse if she didn't agree to have the boxes put in the impossible location at the bottom of the stairwell) told her she would instruct the delivery staff to have the bed placed at the top of the stairs as requested. 

  It is regrettable and indicative of the low prioritization of customer service that all of this hassle and failure to put customer service first could have been avoided by having the delivery placed at the top of 1 flight of stairs as clearly described in my delivery questionnaire responses.  With several men working the delivery, this would have taken no more than 5 minutes. 

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

  Business Response

  Date: 02/07/2025

  Hello *** ********.

  I'm sorry that you didn't feel our team was being responsive to you on this issue.  That was definitely not our intent.  As you had requested a Thursday delivery and scheduled for that date, we were under the mistaken impression we had resolved this issue.  I appreciate your letting us  know that wasn't the case and giving us the opportunity to come up with another solution for this problem.

  Typically our facility is closed on the weekends.  However, we were able to come up with a solution to deliver this to you on Saturday.  I know that one of our managers, ****, has already spoken with you and set up delivery for tomorrow.  It's my understanding that she provided you with her cell number and she will be your point of contact if you have any issues tomorrow.

  Thank you for bringing this issue to our attention.

   

   

  Customer Answer

  Date: 02/18/2025

   
  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.

  Thank you for finally resolving the problem in a timely manner. It's still unfortunate that it required this in order to reach that resolution, but it is an improvement from what was done before to resolve the issue, which was basically nothing until I complained. 

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

• Initial Complaint

  Date:01/13/2025

  Type:Delivery Issues
  Status:

  UnresolvedMore 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 Delivered my furniture on December 10th 2024, but their delivery truck damaged my driveway retaining walls, i filed complaint immediately , check status with their customer service on Dec *********, Jan ********, all they tell me is the claim team will contact me, it is been over a month past, no one from FragilePAK contact me for my damage.

  Business Response

  Date: 01/15/2025

  Good afternoon Mr. *********** am showing that our ***************** reached out to you via email on 01/08/25 and sent a follow up email to you on 01/15/25 also.

  Please search your email box for our emails, so we can start the property claim with you.

  Our most sincere apologies for the damages.

   

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22800605
  
  I am rejecting this response because:

  I did not receive any response on Jan 8th. But only yesterday the email reached out saying about to close my case. I submitted all requested information immediately yesterday. I will need your claim department response more clearly about accept this claim , at least tell me you got the case, when it will be solved. More information need to be provided by the company 
  
  Sincerely,
  
  **** **

  Business Response

  Date: 01/23/2025

  Good afternoon,

  I am showing that our ************************** has reached out to you again today (01/15/25) via email. Please look for their email in your inbox please.

   

  Thank you

  Customer Answer

  Date: 01/23/2025

  Yes, their claims department attempted to convince me to drop the claim.
  First, they blamed my physically disabled father for not being able to "run out" and stop them when they drove out of our driveway and broke the retaining wall, even though I reported the incident immediately upon getting home.
  
  Second, they blamed the condition of the retaining wall, claiming it was already old. Instead of taking responsibility for their mistake, they tried hard to blame the customer.
  
  I am getting the quote from the repair company in a timely manner, but I want to make sure they not play the tricks.

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22800605
  
  I am rejecting this response because: Yes, their claims department attempted to convince me to drop the claim.
  First, they blamed my physically disabled father for not being able to "run out" and stop them when they drove out of our driveway and broke the retaining wall, even though I reported the incident immediately upon getting home.
  
  Second, they blamed the condition of the retaining wall, claiming it was already old. Instead of taking responsibility for their mistake, they tried hard to blame the customer.
  
  I am getting the quote from the repair company in a timely manner, but I want to make sure they not play the tricks.
  
  Sincerely,
  
  **** **

  Business Response

  Date: 01/31/2025

  Good morning Sir,

  I have sent an email over to our Property Claims Manager to see your concerns with the claims process and for him to look into it personally.

  My apologies for the issues you have had regarding this issue.

  Customer Answer

  Date: 01/31/2025

  I am waiting for Repair quote, so I can sent to them. Just in case they are not honor this . Please give me 1 more week to respond.

  thank you for your understanding!

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22800605
  
  To whom it may concern,
  I am formally rejecting this response for the following reasons:
  FragilePak has denied their responsibilities and provided false information regarding the incident. I clearly stated that the damage caused by the delivery team occurred not during the delivery, but as they were leaving the site. This left my disabled father unable to pursue them. I called FragilePak immediately on the same day to report the issue and provided all the required documents and pictures.
  Initially, their employee on the phone attempted to deny their responsibility. Now, they are sending me emails regarding the claim.
  I expect FragilePak to take full responsibility for the damages caused and process my claim accordingly.
  

  Sincerely, 
  
  **** **

  Business Response

  Date: 02/12/2025

  Good morning Mr. *********** last spoke to my Claims manager on 01/31/25 and he stated that they were waiting on the estimate from you. I am showing that our ***************** has reached out to you numerous times for an update (02/05/25 (2x), 02/07/25 & 02/12/25).

  Please check your email for these correspondence and reply back to our claims department with the estimate.

  Have a great day

  Customer Answer

  Date: 02/12/2025

  Hello,
  
  Attached, please find all responses and email traffic between myself and FragilePak. I have also included a comprehensive list of our email conversations, including the quote I submitted. The last response I received from FragilePak was two days ago, in which they denied my claim.
  
  Following the submission of the repair quote, I have not received any further communication from FragilePak, aside from their denial email. 
  
  I request that FragilePak provide detailed information regarding the communication dates and the portals used. Despite my clear submission of the repair quote and the confirmation of my email, which included the repair amount, FragilePak now claims that they did not receive the quote.
  
  Please address this discrepancy and provide clarification on your records.
  
  Sincerely, 
  **** **

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22800605
  
  I am rejecting this response because: Hello,
  
  Attached, please find all responses and email traffic between myself and FragilePak. I have also included a comprehensive list of our email conversations, including the quote I submitted. The last response I received from FragilePak was two days ago, in which they denied my claim.
  
  Following the submission of the repair quote, I have not received any further communication from FragilePak, aside from their denial email. 
  
  I request that FragilePak provide detailed information regarding the communication dates and the portals used. Despite my clear submission of the repair quote and the confirmation of my email, which included the repair amount, FragilePak now claims that they did not receive the quote.
  
  Please address this discrepancy and provide clarification on your records.
  
  Sincerely, 
  **** **
  
  

  Business Response

  Date: 02/21/2025

  Good afternoon Mr. *********** have reached out to our Property Claims Manager again and advised him of your feedback. He has already left for the day, therefore he will not see my communication till this coming Monday (02/24/25).

  Once I hear back from him, I will reach out to you with an update.

  Have a great weekend

  Customer Answer

  Date: 03/10/2025

  They dictated their management is out office will contact me when the manager come back. I never received any form of contact from them since

  Business Response

  Date: 03/11/2025

  Good afternoon Mr. *********** have spoken with our Claims Manager on two separate occasions. Both times, they refused to pay our claim of $3,100. The ***************** is requesting video of our truck causing the damage, if any. If our truck hit the wall, wouldn't the wall be damaged more than just the top wooden post? How can only the top post be hit without any other damage or displacement below it? The ***************** believes that the estimate for repairs is for a new retaining wall instead of just the damaged wooden post.

  Customer Answer

  Date: 03/26/2025

  Good afternoon,

  I'm not sure why I'm being told that I'm not responding, as I've replied to every message I've received. The last update from the company was that their supervisor was unavailable, and they would contact me as soon as the supervisor returned at the beginning of March. However, they have not gotten back to me since then.

  Regards 

  Dewy

   

  Customer Answer

  Date: 03/27/2025

  The message got buried in the conversation.

  please see my response:

  Follow-Up on Damage Claim  
  
  Good afternoon ,  
  
  Thank you for your response. I would like to address the concerns raised regarding the incident.  
  
  Firstly, we do not have CCTV footage available to record the event, so I cannot provide video evidence. I am not a specialist in physics, so I cannot explain how the trucks impact only caused damage to the top wooden post. However, it is a fact that this damage occurred, and I contacted your company promptly to report it.  
  
  It is disappointing that the company seems more focused on assigning blame to the customer rather than taking responsibility for the damage caused by its delivery truck. I am unsure what the ultimate goal is here, but I believe the priority should be resolving the matter fairly.  
  
  Regarding the repair estimate, I showed the damaged area to a lawn company, and their quote reflects the necessary repairs for the affected part. If there are doubts about this, I encourage your company to contact the lawn company directly for clarification. Alternatively, if your company can find a contractor to repair the retaining wall that was damaged, I would gladly accept that solution.  
  
  I hope we can move towards a resolution that acknowledges and addresses the situation appropriately. Please let me know how your company intends to proceed.  
  
  Regards

  Dewy 

  Business Response

  Date: 04/22/2025

  Good afternoon Sir,

  I have discussed this matter with all of our senior management. Our regional manager has advised that our local team is going to drive by your residence to view the damages personally and take pictures. I will advise you once I have an update from our teams.

  Have a great day

  Customer Answer

  Date: 04/22/2025

  Alright, so after nearly four months have passed, FragilePAK finally decides it's the 'perfect time' to conduct this so-called 'timely' investigationtaking photos long after the incident as if expecting to see that we hadn't cleaned up the mess your delivery truck caused. Is this truly a company willing to take full responsibility for its actions, or is it simply another tactic to deflect accountability by fabricating an investigation four months after the fact?

  -Dewy

   

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 22800605
  
  I am rejecting this response because: 

   

  Alright, so after nearly four months have passed, FragilePAK finally decides it's the 'perfect time' to conduct this so-called 'timely' investigationtaking photos long after the incident as if expecting to see that we hadn't cleaned up the mess your delivery truck caused. Is this truly a company willing to take full responsibility for its actions, or is it simply another tactic to deflect accountability by fabricating an investigation four months after the fact?

  -Dewy

  
  
  

  Business Response

  Date: 05/15/2025

  Good afternoon Sir,

  I have reached back out to my senior management and claims team for an update and resolution to this matter.

  I apologize for this long delay

   

  Customer Answer

  Date: 05/16/2025

  This is not a genuine response, but rather an attempt to dismiss the issue. There is no actual answer provided.  
  
  Since the incident occurred on December 17, 2024, and has remained unresolved until today, FragilePak has continuously delayed progress for over half a year.
  As a result, I will begin the process of filing a lawsuit next week.

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 22800605
  
  I am rejecting this response because: This is not a genuine response, but rather an attempt to dismiss the issue. There is no actual answer provided.  
  
  Since the incident occurred on December 17, 2024, and has remained unresolved until today, FragilePak has continuously delayed progress for over half a year.
  As a result, I will begin the process of filing a lawsuit next week.
  
  Sincerely,
  
  **** **

• 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.