Business Profile

Logistics

FragilePak

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Logistics.

Complaints

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

Customer Complaints Summary

75 total complaints in the last 3 years.
19 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/17/2024
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 March 29th, 2024 Fragile Pak was delivering a Dining table to my home address. They were backing out of our long driveway and instead of turning the truck, they went straight and down an embankment and got stuck. They caused an immense amount of damage to our property and our driveway attempting to get themselves out. They tried for about 45 minutes, destroying our property while doing this. I called the police out. The police had asked for their information, turns out they were driving an unregistered, uninsured truck. Once the tow truck got them out, the police had the truck towed away and impounded. What kind of company lets their employees drive around like that??? Now, I have the company not stepping up and paying for the damage. They won't answer emails and the claim that their claims department doesn't have phones in their department, only communicates through email. Sure, that sounds logical. I want this resolved. Your company did significant damage to our property and I want it fixed. I was told you would honor the quote I received, however, nobody will answer me now. ($4000) Fragile Pak already has all the pictures of the damage. I have included the police report.
Business Response
Date: 04/18/2024
We are extremely sorry to hear about this issue with one of our drivers and the damage caused to your property. We take matters like this very seriously and want to help right away. We appreciate you providing the report but we really need the order's pro number (the one with a U in it) to be able to dig into this matter. Once we have the order's pro number we can have a senior level representative contact you and provide an update and a solution. Thank you.
Customer Answer
Date: 04/18/2024
The number is PRO# ***U1874400-P
Customer Answer
Date: 04/19/2024

Complaint: 21589637

I am rejecting this response because: The number is PRO# ***U1874400-P

Sincerely,

*************************
Business Response
Date: 04/21/2024
Thank you for providing the order's pro number. It has been passed forward to a senior level representative and we will provide an update with a solution as soon as possible. Thank you for your continued patience.
Initial Complaint
Date:04/02/2024
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 ordered a spa cover and unfortunately fragilpak is the company it was shipped with. After nearly a month in transit I get a email saying it will be delivered between 12 and 6:30 Friday 3/29/24 I take the day off to be here but have a appointment I cant miss at 6:30. We reply to the email saying as long as we get it by 6 all should be good. We get no response so we call. They say no worries it will be there at 5. We wait and it never shows up. We call again saying is it still coming they fail to be able to get the driver or warehouse on the phone. Concerning that the company cant contact their own people. I cancel my appointment to be here since I figure its running late. I call again at 6:30 same thing no one answers the customer service from warehouse or driver and I ask to speak to a manager. They tell me managers dont take calls and I must wait 24/48 hours to get a call back. I never got a call saying it wouldnt be here or a call from the manager. I call back Monday to get some answers they tell me my item will now be delivered 4/5 a full week later. I ask to speak to a manager they tell me to wait another 24/48 to hopefully speak with a manager. I have even offered to pick the item from the warehouse myself and they say I have to wait 24/48 hours for approval. I feel they are holding my merchandise against my will. This has been an awful experience and this company is tough to work with. I hope I get my item but my hope is running thin. After the cost of the shipping I find this so frustrating. I hope someone looks in to this company because from the reviews I read and the experience I had Im not sure how they are still in business. I will never do business with a manufacturer that uses this shipping company again.
Business Response
Date: 04/08/2024
We are very sorry to hear about the issues regarding your delivery, we completely understand your frustration and want to help right away. If you could please provide us with the order's pro number, the one with a U in it, that would be extremely helpful. Once we have the order's pro number we can get a senior level representative working on finding a solution and provide you with an update in a timely manner. Thank you.
Initial Complaint
Date:03/25/2024
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.
[FragilePAK] Re: HOT! 263U1828551 - Claim for Damaged Storm Door There has been absolutely zero responsibility nor ownership taken since the damage of my storm door when delivering my furniture. Fragilepak indicates that it is their partnered contractor who did the delivery so they should be the ones to rectify my issue. It took well over 2 weeks for my furniture to be delivered and when finally delivered the delivery guy (nice guy) accidently breaks my storm door. I need the storm door replaced or fixed but there has been zero ownership from Fragilepak - absolutely zero action taken. This is taking way too long. Extremely disappointed. Never experienced anything like this before. All info to include photos of damaged storm door were already provided to Fragilepak. Please assist.
Business Response
Date: 03/25/2024
We are sorry to hear about the issues regarding the damages you incurred as a result from the delivery. We would like to take responsibility and get this fixed as soon as possible. Based on the pro number you provided, it appears you are working with our claims department to get this fixed in a timely manner. Is this the case? Thank you.
Customer Answer
Date: 03/25/2024

Complaint: 21479479

I am rejecting this response because: Nothing has been timely so far, beginning with the significant delay in delivery of my furniture goods. Also, only one delivery guy was sent out for all the big heavy boxes, so hes not the blame for the damaged caused to the storm door. The boxes even had a cautionary sign that it should be a team lift. Furthermore, I answered all the preliminary questionnaires noting that I wanted the furniture placed upstairs in my primary room. B/c only one delivery guy was sent, it was left inext to the entry way, inside. I just need a storm door replaced or compensated b/c the damage has already been done. Im sorry for the inconvenience this matter have caused but I havent received any specific updates yet. Ref communication timeline.

Sincerely,

*******************
Business Response
Date: 04/01/2024
We understand your frustration and we want to help right away. Has someone from our senior level management team reached out personally to you to create a direct line of communication? If not, we will get someone on it right away so we can have this issue resolved in a timely manner. Thank you.
Customer Answer
Date: 04/02/2024

Complaint: 21479479

I am rejecting this response because no matter what, there is never a timely response. The last I was told from the rep was that FragilePak has agreed to incur the cost for replacement of my storm door in the cost of $600. I asked when it would be mailed out along with a tracking # but still have yet to hear back from the rep ********************************* ************************* handling my issue/matter (263U1828551 - Claim for Damaged Storm Door). Can we please close the loop on this matter? I have gone thru just way too much of a hassle and a horrific experience with FragilePak, beginning with the significant delay with my delivery. Your cooperation would be greatly appreciated.

Sincerely,

*******************
****************
Business Response
Date: 04/08/2024
We understand your frustration and want to fix this issue right away. We have started to work on finding a solution on our end so we can resolve this in a timely manner. We will provide an update as soon as possible and you should be hearing from one of our representatives personally. Thank you for your continued patience.
Initial Complaint
Date:02/28/2024
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 contracted FragilePak to pick up a piece of furniture from ******************** in ** to my property in ****** **. FragilePak order 166U1653538. I paid Four Hands $1019.20 for the furniture, FragilePak shipping charges were $415.35. I received notice from Four Hands and FragilePak the furniture was picked up on Oct 27, 2023, expecting 2-3 weeks for delivery. By mid-November I called FragilePak customer service and I was told the furniture was received at FragilePak warehouse but delayed. Over the next several weeks I spoke with many FragilePak representatives over about 20 phone calls. Finally they admitted they could not locate my furniture and asked me to file a claim. Per FragilePak instructions I submitted Claim #FP000020336 on 1/2/2024 for $1019.32.I still have not received any reimbursement for the furniture FragilePak has lost. *** spent way too much time and effort to recoup my loss. Ive been told several times Id receive a check. On Feb 23, 2024 was told a check for $960 was being processed. That is not the full amount. I ask that I receive a check for $1019.20 from FragilePak before March 8, 2024.
Business Response
Date: 03/01/2024
We want to apologize for the lack of customer service you have received. We take matters like this very seriously and want to fix the issue right away. We thank you for providing the order's pro number, it has been passed along to a senior level representative and we will provide an update with a solution as soon as possible. Thank you.
Customer Answer
Date: 03/04/2024
FragilePak has been very nice in phone and email, but its always just talk and no follow up or action. As example, FragilePak has told me they cut a check 2/23/2024 for $960, 1) that is not the amount of the claim, which is $1019.20 and 2) Ive not received anything in the mail from FragilePak.
I cannot accept any statement from FragilePak unless they are sending a check for $1019.20 with a shipping tracking number to follow progress.
Customer Answer
Date: 03/04/2024

Complaint: 21356972

I am rejecting this response because:

FragilePak has been very nice in phone and email, but its always just talk and no follow up or action. As example, FragilePak has told me they cut a check 2/23/2024 for $960, 1) that is not the amount of the claim, which is $1019.20 and 2) Ive not received anything in the mail from FragilePak.
I cannot accept any statement from FragilePak unless they are sending a check for $1019.20 with a shipping tracking number to follow progress.

Sincerely,

*****************
Business Response
Date: 03/11/2024
We have looked into the claim and it shows that we honored the claim for the cost of goods (which was ******) minus the higher evaluation taken which was *****. Which ends up being ******. We also attached a gift card worth ****** for the issues with the service and to cover any additional costs. If this is the case, can we consider this matter resolved and closed? Thank you.
Customer Answer
Date: 03/11/2024

Complaint: 21356972

I am rejecting this response because: The items cost me $1019.20 per the documentation I provided. No idea what higher evaluation means or why that is a factor. FragilePak lost the items and should be reimbursing me for the full amount. Only after repeated calls to customer service and finally escalating did FragilePak even acknowledge they lost the item. So much time and money wasted when FragilePak could handled much earlier. I need full payment of $1019.20 to resolve my complaint.

Sincerely,

*****************
Business Response
Date: 03/15/2024
We understand your frustration but we have provided you compensation between the gift card and the check for a value of $1,160. The check and gift card has been sent to you. We apologize for the issues with the customer service. Thank you.
Customer Answer
Date: 03/15/2024

Complaint: 21356972

I am rejecting this response because the gift card was for the huge amount of trouble and lack of response by FragilePak. The customer service department offered the gift card as part of the ongoing problems from missing promised delivery dates. No one from FragilePak ever stated the gift card was part of any replacement cost. Any legitimate business would repay the full amount. I cannot settle for less than $1019.20

Sincerely,

*****************
Business Response
Date: 03/25/2024
We have reached out to our claims department to see if we can reimburse you for the full amount. We will be in contact with you shortly to see if we can get this finalized. Thank you.
Customer Answer
Date: 03/25/2024

Complaint: 21356972

I am rejecting this response because:
I have heard many responses from FragilePak over the past several months. The words dont mean much. No one follows up, no one calls back. No accountability for the mistakes they make that impact peoples lives. Mistakes happen, its how we handle them is what matters.
Here is a single link from Trust Pilot. FragilePak has 266 1-Star reviews. 14 in 2024 alone. 96% of reviews are 1 or 2 Star. All similar complaints to mine.
*****************************************************************
This is just one site, Ive found several others. My issue with FragilePak is more than simply a company mistake, its systemic. They dont do right by their customers People need to know.
I want my full amount, no more waiting.
Business Response
Date: 04/01/2024
We understand your frustration. We will get a member of our senior level management team in contact with you as soon as possible. Thank you.
Customer Answer
Date: 04/02/2024

Complaint: 21356972

I am rejecting this response because:

I appreciate the response, but its really more unnecessary delay. I dont need a senior official to contact me, the solution is very clear. Ive heard many times that FragilePak will contact me, never happens. Its been months of my effort just to extract some response from FragilePak, I dont believe any one will contact me. My time is just as valuable as yours. I request an additional $200 on top of the $1019.20 for the hours wasted attempting to recoup my loss due to FragilePak losing my furniture, not responding, and not fulfilling the claim I submitted. Please send a check to my address on file.

Sincerely,

*****************
************
Business Response
Date: 04/08/2024
Ok, we will get working on the request right away. Thank you.
Customer Answer
Date: 04/15/2024

Complaint: 21356972

I am rejecting this response because: more delays and misdirection. Continued lack of response and accountability. How much longer can this possibly drag out?

Sincerely,

*****************
Business Response
Date: 04/21/2024
We were told that ****, one of our senior level representatives has made direct contact with you and will be handling the issue going forward. Thank you.
Customer Answer
Date: 04/23/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. After several months and going back and forth, FragilPak has finally sent me the money owed and find that this resolution is satisfactory to me. I have strong negative feedback for FragilePak and believe BBB should provide them a negative rating.
I want to thank BBB for mediating to this resolution.

Sincerely,

*****************
Initial Complaint
Date:01/18/2024
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.
On October 28th, I ordered two pieces of furniture and a lamp from *************** I was told the lamp would arrive separately and the two pieces of furniture would be delivered 2-4 weeks from order date. Crate & Barrel contracts with FragilePak for delivery. The first attempt to deliver did not happen until December 14th. On that day, at the end of the delivery window, I was told they were running an hour behind and to continue waiting. After over an hour, I called and was told they were running another hour behind. After another hour I was called and told they would not be delivering and would need to reschedule (after waiting over six hours).The second attempt to deliver was on December 28th. On that day, I called after the delivery window ended and was once again told they were running behind. I called again after two more hours passed & they said they could not reach the driver. They never called and never came.The third attempt to deliver was January 11th. Once again, they did not come during the window. I called and was told they were still coming. They never arrived & again said they couldn't reach the driver.The fourth attempt to deliver was January 13th. Again, they did not come. They did not call. When I reached out, I was told the driver was on his way but was behind by an hour. I called again, at which point they could no longer reach the driver or the warehouse. I have asked for a call from the company. They have not called. I've had to reach out each time. The delivery is scheduled for January 25th and I have little faith that it will actually arrive. At this point, I simply want our furniture to arrive and to stop waiting at home. I have now spent over 20+ hours (at their request) waiting at home for the furniture to arrive -- three months from the date it has been ordered.
Business Response
Date: 01/19/2024
I am extremely sorry to hear about the issues regarding your delivery. We take matters like this very seriously and want to help solve the issue 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 right away and provide you with an update and a solution as soon as possible. Thank you.
Customer Answer
Date: 01/19/2024
Since I have written, I heard from FragilePAK and have a specific representative assigned to my case (355U1718458). I am waiting for the furniture to be delivered (date set for 1/25). Until that time, I do not consider this resolved.
Customer Answer
Date: 01/19/2024

Complaint: 21163287

I am rejecting this response because: Since I have written, I heard from FragilePAK and have a specific representative assigned to my case (355U1718458). I am waiting for the furniture to be delivered (date set for 1/25). Until that time, I do not consider this resolved.

Sincerely,

*************************
Business Response
Date: 01/28/2024
We just wanted to check in and make sure that the order was delivered on January 25th as scheduled. If this was the case, we will consider this matter closed. If not, please let us know as soon as possible. Thank you.
Customer Answer
Date: 01/29/2024

Complaint: 21163287

I am rejecting this response because the item was not delivered on the 25th. Instead, I received a call that morning asking me to meet the driver at the end of the road to pick up the furniture from their delivery truck. I explained that we do not have a truck ourselves and would have no way of picking up the furniture. It would have been over a mile, so walking with the furniture was not an option. It was also scheduled as white glove.They said they would not drive it up the road and would need to reschedule - this would have been the sixth time.
When I called the contact you had provided, he didnt pick up so I left a message asking for a call. Instead he emailed to say they would come that day. I explained I didnt have faith they would make it & couldnt wait at home for another day. I, once again, asked for a call back. I received another email stating they would come by the end of the day (this was around 11am & I was not able to spend the entire day at home waiting).
I ultimately called crate & barrel and asked for a full refund as it was clear your drivers were not able to make a delivery (despite *** and our propane having JUST been delivered- so not a problem with the roads).
I feel your company made undelivered promises (including that I would be compensated with a **** gift card for my time - that has not happened) and wasted five days of my time (over 30 hours of being asked to wait).
My experience was not at all satisfactory.

Sincerely,

*************************
Business Response
Date: 02/04/2024
We completely understand your frustration and we take ownership for a complete lack of service. We are looking into this matter right now and want to open a line of communication with you to help make sure this issue gets taken care of. We will have a senior level representative reaching out shortly to make sure that you get taken care of. We are very sorry again for the issue. Thank you.
Customer Answer
Date: 02/06/2024

Complaint: 21163287

I am rejecting this response because: I am still waiting to be contacted.

Sincerely,

*************************
Business Response
Date: 02/11/2024
We just wanted to check in and see if someone has reached out to you? Thank you.
Customer Answer
Date: 02/12/2024

Complaint: 21163287

I am rejecting this response because: in the time since you have written, no one has reached out. Not by phone or email.
This is now the only platform Ive heard back & once again, unfulfilled promises.

Sincerely,

*************************
Business Response
Date: 03/01/2024
We understand your frustration and want to check in again. Is there still an issue here with this order and have you been contacted yet? We would like to close this issue but want to make sure everything is all taken care of. Thank you.
Initial Complaint
Date:01/11/2024
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.
Delivery of my Tempur-Pedic mattress & base took place on 1/9/2024 around 9:30 am.The delivery drivers dropped the base on my new bedframe causing visible damage in 3 areas. ( 2 spots on the footboard and 1 spot underneath the bed (The bed slat was forced and broken)White Glove delivery was promised and indicated on the work order, which included haul away of our old mattress and boxsprings. The drivers refused to take the mattress and boxsprings as they said it was on their work order.The drivers also said they couldn't take our new mattress upstairs as they "couldn't bend the mattress in any way" so my new mattress is propped up against a wall downstairs and not even in my bedroom.The new mattress has dirt stains on the top of the mattress and sides. The drivers left trash behind.I want a replacement of the footboard on my bed (which is 4 months old), the old mattress and box springs taken away and a new mattress topper at the minimum for my brand new Tempur-Pedic bed.So I
Business Response
Date: 01/19/2024
We are extremely sorry to hear about the issues regarding the delivery of your order. We take matters like this very seriously and want to help. We are going to put you in touch shortly with a senior level representative so you can have a personal line of contact with us in order to get this order fixed as fast as possible. Thank you for your continued patience.
Initial Complaint
Date:01/02/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On December 19th ********* came into my house to pick up a mattress and took the base as well, The base wasn't supposed to be picked up. I understand an error but I contacted them immediately in an attempt to get the error fixed and of course no response. I did finally get a response saying they where waiting on another company (that had nothing to do with their error) to approve the return. and now they are saying their calendrer is full... I just want my property back
Business Response
Date: 01/03/2024
We are very sorry to hear about the mistake we made and with the lack of customer service you have received in order to solve the problem. We take matters like this very seriously and want too help. 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 right away and provide you an update with a solution as soon as possible. Thank you.
Customer Answer
Date: 01/08/2024

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 business eventually contacted me and the matter was resolved

Sincerely,

*********************
Initial Complaint
Date:12/18/2023
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.
They have had my package since 11/30 with no contact to schedule delivery. I have reached out to them twice with no success of getting a delivery date. Website says they contacted me on Friday 12/15 at 12:31 but is false. I only received 2 calls that day and it wasnt them.
Business Response
Date: 12/22/2023
We are extremely sorry to hear about the issues regarding your delivery. We have been working on solving the issue based on the pro number you provided in the screenshot of your order. In our system it says it is scheduled for delivery today, December 22nd. We are following the order closely as it has been tagged with highest priority to make sure it gets to you today. If it doesn't get there, please let us know as soon as possible so we can fix the issue right away. If it does get there, we will consider this matter closed. Thank you very much for your cooperation and continued patience. Happy holidays!
Initial Complaint
Date:12/05/2023
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 of a sofa scheduled for today between 3-7pm (Order #***U1579112).I have been for 4 hours waiting for the delivery, and nobody showed up. I have sent two messages, nobody answers, and they don't provide a phone number where you can call. I'm extremely frustrated because I need the sofa for the holidays.
Business Response
Date: 12/17/2023
We are extremely sorry to hear about the issues regarding your delivery and the lack of customer service you have received throughout the process. It appears in our system the order was scheduled for and delivered on December 12th. If this is the case, we will consider the matter closed. if you have any other issues or this is not the case, please let us know as soon as possible. Thank you for your continued patience.
Initial Complaint
Date:11/27/2023
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.
Made a purchase from Frontgate who sadly contracts their delivery and white glove service through FragilePak. I informed FragilePak on 11/26 at 11:33pm CST to add an additional contact number for my delivery schedule on 11/27 (timeframe 3pm-7pm). I received a confirmation from **************************** ***** (FragilePAK) on 11/27 8:15am MST that the number had been added:Hello ******,Thank you for contacting us about your order 304U404818.I am informing our delivery team about the instructions you provided. They now know that they must call you at 214-xxx-xxxx at the time of the delivery.We will be more than happy to assist you in case you have further questions.Warm regards!I was NOT contacted at the number as requested and as ***** confirmed I would be. The driver called the other number 3 times (not within a 30 min timeframe) arriving at 1:50pm. I called FragilePak, spoke with a supervisor, **** who would be working on this because we need the table delivered today but I still have not heard back from anyone. The driver ***************************** was extremely rude to me. He raised his voice at me explaining he was a contractor and only received one number on his paper. I explained he needed to deliver the table today. He told me he was out, had other deliveries and that was not going to happen as he laughed and hung up. At some point he told me that I needed to take that up with the warehouse. HORRIBLE experience with FragilePak and Frontgate needs to stop using them.
Business Response
Date: 12/04/2023
First, we would like to apologize for the inconvenience regarding your delivery and the lack of customer service support you have received. We take matters like this seriously and want to help right away. The pro number you have provided in the complaint, 304U404818, does not appear in our system and seems to be missing a digit. If this is the case, could you please provide the correct pro number. Once we have the number we can get a senior level representative working on fixing the issue right away. Thank you.
Customer Answer
Date: 12/04/2023
Please provide this order number to the business: 304U1690592 they should be able to find the information there.
The table has sense been delivered however they need to address the issue of how their contractors handle customers of the clients they do business with.
Customer Answer
Date: 12/05/2023

Complaint: 20922932

I am rejecting this response because:
Please provide this order number to the business: 304U1690592 they should be able to find the information there.
The table has sense been delivered however they need to address the issue of how their contractors handle customers of the clients they do business with.

Sincerely,

****************
Business Response
Date: 12/09/2023
We appreciate your feedback and we want to apologize again for the inconvenience regarding the handling of your delivery and the customer service you have received. We will investigate the order with the pro number to see what went wrong and how we can handle it better going forward. If the order has been delivered we will consider the matter closed. Thank you.
Customer Answer
Date: 12/13/2023

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,

****************

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

FragilePak is NOT a BBB Accredited Business.