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:11/27/2023

  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 placed an order on November 6th that was then "acknowledged" by FragilePAK. I was told that the package arrived at a facility and would be delivered by November 16. Here we are 4 days from December and no further updates have been provided. I called the most useless customer service rep i've ever spoken with. She was rude and incoherent for most of the conversation. She was unable to tell me where my package was, but assured me that it would be delivered that week. It never arrived and I am now wondering if anyone knows where my (expensive) package is. There is no way to locate or track my order, as the tracking pro number (361U1675710) only works to tell me that my package is "estimated" to show up on the 16th. Well today is the 27th and I have been given no more information. Either refund me the cost or make this right. I need my order ASAP.

  Business Response

  Date: 12/04/2023

  We would like to apologize for the issues with your delivery, we understand your frustration and are here to help in any way we can. It appears in our system that the item you ordered was delivered on November 29th. If this is not the case, please let us know as soon as possible so we can help fix the issue right away. Otherwise, we will consider the matter closed. We would like to apologize again for the inconvenience and we want to 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.

  Delivery refused by delivery driver. Called me racist and said I did not deserve my delivery because I was privileged. This conflict escalated after his aggressive behavior triggered my clinical PTSD. I have attached a full report of the incident. Reference Information AAFES Delivery Date and Time Confirmation (263U1692000)Order #: ********** **************** by ******************** Panel Bed with Item #: ******* Delivery Truck Information: Operated by Great Plains North ********** ***** **** License Plate: ****** FragilPak customer Service representative spoken to directly after the incident: ******. FragilePak customer service representative spoken to after ******, *********************************** Email response ticket number: *******

  Business Response

  Date: 12/04/2023

  We are extremely sorry to hear about the issues with your delivery and the complete lack mod customer service you have received in the process of completing your order. We take matters like this very seriously and want to help right away. It appears in our system that the delivery was completed on November 28th in a satisfactory manner. If this is the case, we will consider the matter closed. However, if this is not the case, please let us know right away so we can fix the issue right away and make sure you are getting the proper service and help. Thank you and please let us know if you need anything right away. 

  Customer Answer

  Date: 12/12/2023

   
  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,
  
  *********************************

• Initial Complaint

  Date:11/02/2023

  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 ordered ********* from AAFES for my mothwr in law. Ashley ********* delivered the set on September 17 to the FragilPak Warehouse . I have an email from them for confirmation. After a month we called AAFES to ask where the ********* was located. On October 17th FragilPak uploaded the order as received and set a delivery date for November 1st. My mother in law is blind and she sold her ********* on October 31 to make room. FragilPak sent me a message today that said truck is broken wont deliver. The soonest it can be delivered is November 15th. We called FragilPak and a representative made an agreement to ship on November 8 th. It is not ideal for my blind mother in law to have no ********* unotl then but ok. We went in to confirm and the date was still November 15th. We had been lied to. FragilPak will not give us the number to Warehouse or allow us to know what company is delivering our *********. Ia this a real business? The website will not allow messages and the employees aeem to think there are no departments or supervisors where they work. Is this a legitimate business doing business in the USA? Who are they? I tried to call AAFES for assistance but they said its not their problem. Who is FragilePak and qhy have they sat on my blind mother in law ********* for a month and a half?

  Business Response

  Date: 11/05/2023

  We are extremely sorry to hear about the issues regarding the delivery of your order and the lack of customer service you have received from us. We take matters like this very seriously 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 pro number for the order, we can get a senior level representative working on fixing the issue right away and provide you an update with a solution in a timely manner. Thank you and we look forward to helping fix this issue right away. 

  Customer Answer

  Date: 11/06/2023

   
  Complaint: 20812638
  
  I am rejecting this response because:

  The furniture ordered has still not been delivered to date. My mother in law at ************** a house with no furniture. The company can look up my number and call, but I got nothing yet. The * # requested from the company is below. 
  263*1584214.
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/16/2023

  According to the data in our system, it appears the order has been delivered to you. If this is not the case, please let us know as soon as possible. If the order has been delivered, we will consider the matter closed. We apologize again for the inconvenience and want to thank you for your patience with us while we fix the issue. 

• Initial Complaint

  Date:11/01/2023

  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.

  This business is extremely SLOW in shipping. I ordered a massage chair from sleep galleria who shipped the chair on October 1st, and they shipped it with Fragilepak. Fragilepak never updated me where it was until November 1, then after the first update I get now says it will be delivered by November 17th and even that is not sure because of some Mule run or something where they have to schedule multiple deliveries in a day. 57 days to get a order is absolutely ridiculous and I am still not guaranteed to get it on that date. When I call there customer service it is almost useless as they can do nothing. If you are looking for any type of speed of delivery at all stay away from this company.

  Business Response

  Date: 11/05/2023

  We are extremely sorry to hear about the issues regarding the pace of your delivery and the lack of customer service you have received. We would love 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 an update with a solution as soon as possible. Thank you. 

• Initial Complaint

  Date:10/20/2023

  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.

  This is regarding the following orders 355U1633262 355U1633258 355U1633260 My situation is similar to those before me. I received a link to schedule my delivery and when I couldn't I reached out to fragilepak who stated that it looked like something may be lost in my order. They assured me that they would reach out to the warehouse to see if it was on the dock. At that point the csr told me there was delivery slot available next week but they couldnt schedule anything until they find out what was missing. I called back over the next few days with no resolution. I called again yesterday and the csr told me they received an email that their warehouse found the missing item, but now the delivery window was closed and there are no delivery dates available. This is a fairly large order from crate and barrel and we need to make arrangements well ahead of time to be there for the delivery. Customers should know exactly where their merchandise is and when it will be delivered. This is paid for well in advance. As of now I haven't heard from the regional manager and I will be calling crate and barrel to decide on our next steps. As much as we were looking forward to the delivery I have little confidence based on the reviews on this site that I will receive the furniture and may need to cancel the order and find furniture elsewhere.

  Business Response

  Date: 10/23/2023

  We first off want to apologize for the inconvenience regarding the delivery of your order. We understand your frustration and we want to make sure this gets taken care of in a timely manner. We want to thank you for providing the order's pro numbers and they have been passed along to a senior level representative. It is showing in our system that you have been personally contacted by the representative and that everything was taken care of, with the delivery set for early November. If any other issues come up please let us know! Thank you. 

  Customer Answer

  Date: 10/23/2023

   
  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,
  
  *************************

• Initial Complaint

  Date:09/15/2023

  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 shipment from fragilepak (789U1550423) scheduled for delivery on September 11, 2023. They did not show up. Called them on sept. 12th, they said they would only deliver next week and ask me to reschedule. I clearly stated that it was their issue to miss the mutual agreed delivery date and my delivery should be at high priority to make up with the delivery asap. They refused to deliver the package despite 2 more trips will happen this week in my area. When I asked to file a complain through the customer service, they just hang up on me. The package from ***** to ************** should not take more than a month to be delivered, and the service they are providing is extremely unpleasant.

  Business Response

  Date: 09/16/2023

  We are sorry to hear about the issues regarding your delivery and the lack of customer service you have received from us. We want to help fix the issue right away. We really appreciate you including the order's pro number, it has been passed along to a senior level representative right away and we will provide an update with a solution as soon as possible. Thank you. 

• Initial Complaint

  Date:07/24/2023

  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 placed an order with ************* on 06/18/2023. Order was confirmed on 06/19/2023. Received email that Fragilepak had picked up the order from them on 06/26/2023 with a tracking number of 695U1459462. I tracked the shipment and saw that it would be at the final mile location between 07/03/2023 and 07/08/2023. On 07/08/2023 I checked the tracking again and it said 07/13/2023 to 07/18/2023. On 07/18/2023 I called Fragilepak and was told that the 2 items I ordered together were separated at some point. I asked if the items could be picked up from the warehouse and was told that it would take longer if I did that. I was told that the complete order would be at the final mile warehouse on 07/21/2023 and that they only deliver once a month and that my order would most likely be delivered on 08/20/2023. I asked if there was anyway that I could pick the order up from the final mile warehouse once again and was told that it could be done and that it would be quicker unlike the previous call when I was told it would take longer. I called on 07/21/2023 and was told it would be there on 07/24/2023. I called 07/24/2023 and now told will be there on 07/28/2023. It seems like I will NEVER receive my order. I pad over $375 in shipping and I will still have to pick it up. The time it is taking I could have driven to ***** from Norh ******** to pick up my order. UNACCEPATABLE!!

  Business Response

  Date: 07/28/2023

  We are extremely sorry about the inconvenience regarding the delivery of your order. We have looked into the order and escalated the delivery. It should be now ready to schedule for delivery to you. We are sorry again for the issues up to this point and want to make sure it gets to you as soon as possible. If any other issues arise with the final delivery please let us know. Thank you for your patience. 

• Initial Complaint

  Date:07/10/2023

  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.

  On 5/24, I purchased new furniture for my brand new home through ******* On 5/30 I got a notification that the order was picked up with a tracking of 40U1415630. On 6/12, I reached out to get a status update on when I could expect the shipment since the date quoted online had passed. ***************************** ******* replied on that day saying that there have been some delays in getting the merchandise to the local facility but anticipate that it would be resolved shortly. A link was provided to track the shipment. On 6/16, I reached back out again as it showed that it should've at that point arrived at the final mile facility on 6/15. *************************** responded to that inquiry the same day again explaining there was a delay in transit. He said they were working on a new expected date for delivery at the warehouse. A new *** was provided of June 19th in that email. On 6/20, I had to reach out again as the *** provided was passed and I had no communication and the tracker had not been updated. On 6/21 **************************** ***** replied and again explained that the shipment was delayed due to transportation issues. She said she was reaching out requesting an update on the delivery process. She promised they would reach back out with an update. On 6/22 nobody had reached back out so I replied again reminding them that we were a full week after the last quoted delivery date. *************************** replied on 6/23 with a new date of 7/3. Now, as of 7/7/2023, they are stating that they have my shipment at the warehouse, but they don't have any delivery appointments available.

  Business Response

  Date: 07/11/2023

  We would like to apologize for the delays with your order, we take full responsibility for the delays and will make sure it doesn't happen again in the future. We understand your frustration. Thank you for providing the order's pro number, we had a senior level representative look into it. The order in our system is showing it is ready to be scheduled. Once you have scheduled it, we will be keeping a close eye on the order to make sure no further delays happen. Thank you and we apologize for the inconvenience. 

  Customer Answer

  Date: 07/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I was able to select a delivery time frame, and it was delivered today (7/20).
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/27/2023

  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.

  I bought a treadmill and other workout equipment from the Exchange. The delivery driver confirmed to me the time that he would be at my residence, and I let him know to park on the main street since I lived in a duplex. He insists on bringing the items in my garage and I told him that it was not an option. He offered to reschedule, and I denied rescheduling because I had Threshold Delivery meaning the driver will deliver to the first dry area inside your front or porch door or to your garage. Since I declined the delivery to the garage it should have been delivered at my porch or front door. Then the driver mentioned that he was in the neighborhood, but it was not at my address. Before I could give him the correct address, he told me that I had an attitude and that he did not need this and then hung up on me. Since he mentioned that he was in the neighborhood I walked down the alley and found him parked at the end of the alley not even close to my house. I confronted him in his truck and told him that he was not at the correct address, and I pointed that my house was in the opposite direction. He drove off and I walked back to my house, and I see the driver making a turn down my street and sped down the street aggressively passing my house in a loading truck equivalent to the size of a U-Haul 34-bedroom truck. I can only imagine the inside of truck with mine and everyone elses items and how it could be damaged in the process. I spent nearly $5k on the exercise equipment for me, my equipment, and other peoples belongings to be treated with such animosity. Its insensitive. Finally, the driver was able to contact the warehouse stating that he is not going to proceed with delivering my items, meanwhile the turnaround time for me to speak to a customer service manager and not the drivers manager is ***** hours. It seems like the system is rigged and against the customers that entrust this company to deliver their expensive items safely.

  Business Response

  Date: 06/28/2023

  We are extremely sorry to hear about the lack of customer service you have received and the problems with customer service from one of our drivers. We take matters like this very seriously and want to help fix the problem right away. If you could please provide your order's pro number (the one with a U in it), that would be great. Once we have the pro number a senior level representative can investigate the matter and reach out privately to offer a solution. Thank you and we look forward to solving this in a timely manner. 

  Customer Answer

  Date: 06/28/2023

   
  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,
  
  ***********************

• Initial Complaint

  Date:06/16/2023

  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 ordered a dining table from ************** nearly 2 months ago from the "in stock and ready to ship" section of the website. Three weeks after placing my order it was passed off to FragilePAK and the ongoing situation is a joke. My table is sitting in a warehouse 45 minutes from my house and for the past week they say they don't have "resources" meaning they can't/won't be delivering until a date unknown to them. Ice called FragilePAK every two days for the last week. Each time I am told they are escalating the is*** and reaching out to the warehouse to ensure they reach out to me with dates. I have yet to receive a call proactively from the warehouse or fragilePAK. Today I called FragilePAK again and told them I want a resolution now. The woman I spoke to said she would get her supervisor involved. Obviously I'm not holding my breath. No doubt I won't hear from anyone about my delivery and I'll be calling again and again to demand action my delivery. If I don't receive my order in the next week, I will go pick up my order myself and *** this company. 212U1402838

  Business Response

  Date: 06/16/2023

  We are extremely sorry to hear about the issues with your delivery and the subsequent customer service you have received from our company. We take issues like this very seriously and would love to help. On 6/16/2023 at approximately 1:30PM PST, our local delivery facility reached out and scheduled the delivery with you for 6/21/2023. In addition, a representative from our ************************** reached out at around 2:30pm PST and confirmed you had spoken to our local delivery facility and confirmed your delivery date of 6/21/2023. Thank you for your continued patience, please contact us if you have any further questions or concerns.