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: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
  

   

• Initial Complaint

  Date:07/08/2024

  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 an item on June 3rd, 2024. The item was supposed to be delivered and assembled by fragile pak. I was contacted only via email and text by fragile pak on June 12, 2024. I attempted to use their portal to schedule a delivery date and time and was unable to. I reached out via their email line and did not hear back so I called them. They told me that the only delivery date would be June 27th, 2024. I told them that I was going to be out of town and unavailable for delivery that date. They told me they would reach out to the warehouse as that was the only delivery date available and that they would get back to me. I did not hear back and was called while I was out of town that my delivery was still going to be arriving on June 27th. I talked with a gal at fragile pak that day (June 27th) and explained to her what had happened previously and asked if I could just pick up the item from the warehouse myself. She said she would reach out to the warehouse and **** my item as an attempted delivery (even though I had already previously told them I was not available on June 27th). I never heard back and then received multiple automated calls on July 3rd, stating that my delivery date had been set for July 9th. I had never heard back regarding picking up the item as requested. When I called fragile pak back again on July 8th, I was told that I couldnt reschedule the delivery since it was too late and that it would be faster at this point for them to deliver the item on July 9th rather than send in a new request to pick up the item. The gal I spoke with on July 9th said that my request to pick up the item was cancelled since a new delivery date had been set, which I was not a part of choosing. Since we have waited so long for this item my husband is now taking time off of work to come home for them to deliver this item, which is very inconvenient, especially after we have tried to make other arrangement multiple times.

  Business Response

  Date: 07/10/2024

  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 see that your Tempur King was delivered yesterday.  I tried calling you and left you a voicemail a few minutes ago to apologize for your Fragilepak delivery experience. I would like to discuss this further with you. You can reach me directly at ************ or by email *******************************. 

  Our most sincere apologies to you again and I hope to talk to you very soon.

  Have a great day
  

   

• Initial Complaint

  Date:06/21/2024

  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.

  The system did not correct itself, and I wasn't reach out out to in a correct manner of time allowing me to receive delivery of my order and wait another 2 weeks to receive my order. The rep should have called me back, where there would be time to escalate this manner if needed. If I am told I will receive a call back, I should have waited all day until there was no way to receive my order. I should have been called back immediately by that rep. ******* of the ***** hour timeline, I'm sure I'll receive a call back Monday or Tuesday of next week leading to no solution or care from this company. I received messages back from the rep regarding the trouble tickets I submitted 5 days ago and my current complaint sent to their company. There is NOT a large amount of knowledge and customer service experience between the reps I talked to. I was aware of expected manufacture lead times, but this appears to be the fault of FragilePak. At the time of delivery, 20 units were available. You shouldn't be able to work with AAFES and serve veterans or service members. You lack basic company morals and values. The company's value should read: False promises, lack of communication, and no follow through.

  Business Response

  Date: 06/21/2024

  Good afternoon ****************.

  PRO# 263U1999061

  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. But due to the distance of our local facility and your residence we go to your area once a week (5 hours away). Unfortunately, the next delivery date we have available is 06/28/24 (Currently scheduled for). Our route for today (06/21) had been previously booked full with other Fragilepak deliveries..  I will have one our Fragilepak leadership to reach out to you to discuss further.

   

  Our apologies again.

   

  Have a great day

   

  
  
  

• Initial Complaint

  Date:06/17/2024

  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.

  Scheduled delivery of our new stove and received confirmation with information that we would be advised the day before with a delivery time window. Great! But the next day the Fragilepak deliver truck showed up 8 days early but they were unable to take the stove off the truck because it was too heavy for the two guys and they had no equipment to help. They left and said they would try and deliver the next day. We heard nothing so we assumed that delivery would take place as scheduled. We did not receive the call advising of the delivery time frame the day before as promised but did find that when we checked online with the tracking number. On the day of delivery we waited for the truck which did not arrive. Instead we did not receive our stove but received delivery notification with no additional information and no contact with any delivery truck. We then called the Fragilepak number and were on hold for 30 minutes before a customer service person answered who advised us that she could not contact the truck driver to determine what happened. She said she would call when she found out status but did not call so we then called again. This time a 45 minute wait to talk to a representative who said no information was available and that he would file an escalation report. We heard nothing more so we called again the next day which is today June 14. This time we were able to talk to someone without the long wait time but still no information until the escalation process completes and we would hear something about the status at 5pm today. We have been watching for the delivery truck today just in case based on the previous lack of delivery coordination between the office and trucks. We asked repeatedly if the stove is still within the Fragilepak system or delivered incorrectly but they cannot even tell us that 24 hours later. We feel that the phone wait times and lack of information s unacceptable and that Fragilepak should at least inform us not make us waste hoursholding

  Business Response

  Date: 06/17/2024

  We would like to apologize for the issues with the delivery of your order. We take issues 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 solving the issue and provide you with an update as soon as possible. Thank you. 

  Customer Answer

  Date: 06/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/13/2024

  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.

  FRAGILEPAK was hired by a mattress company to deliver a ***** dollar mattress. They called hours before delivery was due to tell me they are not delivering. Bc the person they hired as a 3rd party supposedly his truck broke down... ok... they refused to put another truck en route. Their 3rd party driver called me direct to unprofessional tell me how it costs too much to come my way bc he doesn't have any other freight coming. Maybe Monday, that's another 5 days, but he said probably not..... ********* balantly refuses to send another truck..

  Business Response

  Date: 05/19/2024

  We are extremely sorry to hear about the issues with the delivery of your order. We would love to help fix this issue right away. If you could please provide the order's pro number (the one with a U in it), that would be great and extremely helpful to us on our end. Once we have the order's pro number, we will pass it along to a senior level representative and get you an update and a solution to the issues with your order. Thank you for your continued patience and we look forward to fixing this issue in a timely manner.
  

  Business Response

  Date: 05/19/2024

  We are extremely sorry to hear about the issues with the delivery of your order. We would love to help fix this issue right away. If you could please provide the order's pro number (the one with a U in it), that would be great and extremely helpful to us on our end. Once we have the order's pro number, we will pass it along to a senior level representative and get you an update and a solution to the issues with your order. Thank you for your continued patience and we look forward to fixing this issue in a timely manner.
  

  Business Response

  Date: 05/19/2024

  We are extremely sorry to hear about the issues with the delivery of your order. We would love to help fix this issue right away. If you could please provide the order's pro number (the one with a U in it), that would be great and extremely helpful to us on our end. Once we have the order's pro number, we will pass it along to a senior level representative and get you an update and a solution to the issues with your order. Thank you for your continued patience and we look forward to fixing this issue in a timely manner.
  

• Initial Complaint

  Date:04/26/2024

  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 bought a couch from AAFES online and purchased the "silver" level delivery (order#**********) (delivery#***U1921116) which has them deliver the item into its location in my home. The delivery company contacted me about delivery details and getting the item inside. I told them everything they asked. I was given a 4hr window for delivery between 3-7pm on 4/24/2024 and took off work that afternoon to make sure I was available because I didn't want to miss the delivery since my family needs this couch. On 4/24/2024, the delivery driver and his helper showed up early but it wasn't an issue. The delivery team, two of them, barely got the couch off the truck with the help of the handtruck and mechanical lift gate. Once on the ground the two men could not pick up the couch. They looked at the 6 feet of stairs leading up my porch and told me they could not deliver the item. They loaded it up, told me they would be back in the morning with my couch and more men to help deliver. I received not one call, email, or any contact until I reached out myself today 4/25/2024. FragilePak said they are waiting on AAFES and ***** says they're waiting on FragilePak. This is UNACCEPTABLE. I paid for a couch to be delivered now FragilePak won't deliver the couch despite the deliver insisting they would when he left. The blame game between FragilePak and AAFES is not my problem. I paid for a couch to be delivered and they should deliver it. Period.So my family is without a couch in our living room because AAFES bureaucracy and FragilePak doesn't know how to do customer service. Their behind the scenes transactions are not my concern.

  Business Response

  Date: 05/06/2024

  We are extremely sorry to hear about the issues with the delivery and with the issues with our home delivery specialists. We take matters like this very seriously and want to help right away. We want to thank you for providing the order's pro number and want to assure you it has been passed along to a senior level representative. We will provide an update with a solution as soon as possible. Thank you. 

• Initial Complaint

  Date:04/22/2024

  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.

  I bought two mattresses from Nectar online. I paid extra for the company to deliver and set the beds up. I got a confirmation email saying that delivery would be on Wed April 17th. On the 16th, I was told that delivery would not be that day, but Friday the 19th. Again, I received a call on the thursday saying that the delivery would be on Monday the 22nd. Then someone called and said that no they would not deliver on the 22nd and someone told me they would call to set up an appointment. On the evening of the 18th I received a call trying to set up delivery on Wednesday the 24th. I spoke with a woman named ********.I asked her where the mattresses were, and she said inWestbrook ME and that they had been there for a week. I cancelled the order. My daughter emailed FragilePAK on my behalf (I am elderly) and they responded with an email riddled with inaccurate information. They claim I had denied all delivery dates offered which is categorically false. I have contacted my credit card company and want my money back. Communication with FragilePAK can only be done through email and does not allow contact with an individual with any authority. My understanding is that this company contracts with Nectar to deliver their product.

  Business Response

  Date: 04/25/2024

  We are extremely sorry to hear about the issues regarding your delivery, we take matters like this very seriously and want to help right away. Thank you for providing the 2 different pro numbers for the order, they have been passed along to a senior level representative right away. We will provide an update with a solution as soon as possible! Thank you.