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:06/07/2023

  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 had a scheduled and confirmed shipping date of June 5 between the hours of 1200-4:00pm for a furniture delivery from FragilePAK. I paid $207 in white glove delivery fees. At approximately 4:00 no furniture was delivered so I called for a status update. I was then told they were running behind and it would be another hour. At 6:00pm I called back and the business was closed with no follow up and still no furniture delivery. I called and sent an email inquiring to a status into my delivery from a supervisor. Up until this point I have only received a link that is non functioning to my schedule which I alluded to in my email. I cannot continue to take days off for companies not to fulfill their obligations to the paid consumer. Acct #***********.

  Business Response

  Date: 06/07/2023

  We are extremely sorry to hear about the issues regarding your delivery and the customer service you have received. We have looked into the issue and we see the issues that occurred on the 5th and want to apologize again for the inconvenience. We have rescheduled the delivery for June 13th. We will be monitoring the order closely and make sure that it gets to you that day. If any other issues arise please let us know. Thank you. 

• Initial Complaint

  Date:05/19/2023

  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 read the 2023 reviews for Fragilpak. I am also disappointed in Fragilpak. I'm a disabled veteran. I ordered this furniture to sleep in because I need several surgeries that won't allow me to lie down. I need this furniture. After reading the other reviews I'm not sure if I will ever get my furniture in time for my first surgery. The bad thing is when they miss the delivery, they make me wait another week. If they were genuinely concerned with the customer, they would make it right in a more timely manner.FRAGILPAK, it is not enough to just apologize for this lack of professionalism. One person sitting at a computer apologizing for all the wrongdoings of this company does not cut it. If it rains at all they won't come. The first time the driver told me the wind was blowing too hard. The second time the streets were flooded. Neither of these excuses was true. I told the driver I have a large covered porch they could unbox the furniture under. He said he would get wet walking it up to the porch. I will not be using the ** exchange anymore for anything that has to be shipped through Fragilpak. Shame on you for making me feel like this. This experience has caused undue stress at a time when I need things to go right. My order number is 263U1312604.

  Business Response

  Date: 05/21/2023

  We are extremely sorry to hear about the issues with your delivery and the customer service you have received from our drivers and our support team. We take matters like this very seriously and want to help solve the problem right away. Thank you for providing the order's pro number with the complaint, it has been passed along to a senior level representative and we will provide an update as soon as possible. Thank you. 

• Initial Complaint

  Date:05/03/2023

  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 an upright freezer from Army and Air *********************** The freezer was contracted to ship through Fragile Pak. ******* was picked up by Fragile Pak on 23 February with an estimated delivery of March **** to the Final mile warehouse. Online tracking eventually updated to ***** March. With no updates at the end of the month, I sent several emails requesting an update but only got promises that they would reply when they had more information. On April 14 a supervisor said that the warehouse it was shipped to could not ship to the Air Force base and they were going to move it to a different warehouse. I was told I would be able to schedule delivery by the following Monday, 17 April. On 19 April I called again as there were no updates. Again I was told it was still the same situation and that it ended up not moving when they thought. They promised senior leadership was involved and that it would be moved immediately. As of today, 1 May they have still not provided any updates and tell me the freezer is still at the original warehouse.

  Business Response

  Date: 05/03/2023

  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. 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 pro number, we can have a senior level representative work on finding a solution right away. Thank you for your continued patience and we look forward to solving the issue in a timely manner. 

  Customer Answer

  Date: 05/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Please reference order 263U1248726 
  
  Sincerely,
  
  Tw Diamond

  Business Response

  Date: 05/05/2023

  Thank you for providing the pro number. I would like to personally apologize for the issues regarding your order. ****, one of our senior level representatives is now your main contact going forward for the order and should have reached out directly to you. We are working on finding a solution to the issue as soon as possible and he will personally be making sure that this is taken care of in a timely manner. Thank you and please let ** know if other issues come up going forward. 

• Initial Complaint

  Date:04/05/2023

  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 ordered a sofa bed from Homary on March 2, 2023. Order:USA230302167751 On March 10 I received an email from Homary.com to inform me that FragilePak would be handling delivery. Tracking: 641U1269433. The email stated Please don't worry, you're totally safe in your order. FragilePak also sent an email the same day with a link to a questionnaire to fill out detailing where the couch would deliver. Which I completed. Tracking estimate for delivery was March 5. Then went to April 5. On March 13 I received an email from FragilePak stating after verifying in the system, I would like to let you know that the estimated time of arrival for the last-mile warehouse will be on 01/09/23. I questioned how something could be scheduled for delivery in January of 2023. Unless they meant September. It wasnt clear. Either is unacceptable. I then received an email saying April 3 for the last mile. Didnt hear anything on that date. I reached out later in the day via email to say that Id hoped to hear from them by now. Then received an email asking if Id like to schedule delivery for April 6. I said yes, anytime before 5pm would be great. Today, April 4, I received an email with a link to schedule that didnt allow me to schedule. It simply said the shipment wasnt ready to schedule. I wrote back explaining how the link wasnt allowing me to schedule. Again, they responded by asking if the 6th worked. Again, I said yes. Nothing. No confirmation. So then I called and talked to an associate who said the 11th. I protested because I had twice told the company yes to the 6th. When she repeated the 11th I asked why two of her associates offered the 6th and now it wasnt possible. She was incredibly rude and kept saying youre talking to ME now, not my associates. Idk why they told you that. Then when I agreed to the 11th? ****. Gone. Then she said because I ordered white glove service, they didnt have the time to deliver. So frustrated. Whats the deal?

  Business Response

  Date: 04/06/2023

  We are extremely sorry to hear about the issues regarding your delivery and will provide help right away. Thank you for providing the order's pro number. It has been passed along to a senior level representative and we will look into it right away. We will provide an update as soon as possible and look to fix the issue in a timely manner. Again, we are very sorry for the inconvenience and thank you for your continued patience. 

  Customer Answer

  Date: 04/06/2023

   
  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. The delivery was made today, although I wish communication hadnt been so confusing and unfriendly. 
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:03/30/2023

  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.

  Ordered and paid for item on March 15. Item is a small grill. Item is located 45 minute drive away from my address. Was given delivery date of March 30. That date passed. Rechecked status now April 7. This is exceptionally long delivery time and I have already been charged for the item. Order number 263U1286436

  Business Response

  Date: 03/30/2023

  We are sorry to hear about the issues regarding your delivery and hope to fix this issue in a timely manner. Thank you for providing the order's pro number, it allows us to solve this problem as soon as possible and the order number has been passed along to a senior level representative. We will provide an update as soon as we can and will look to get this order scheduled at the earliest possible date. Thank you. 

  Customer Answer

  Date: 03/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I have been charged for the item on my credit card for 2 weeks now and have not received the item. On a small scale, this is fraud, theft, and deception. I now have to repurchase the same item at a higher price with funds that are tied up because of your failure to provide services in a timely fashion. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/31/2023

  We have an update regarding your order. It has been processed for return by AAFES with pro number 56U1312620. If you did not request the cancelation, return, and refund, please let us know as soon as possible. Thank you. 

• Initial Complaint

  Date:03/30/2023

  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.

  Received email with link from FragilPak on3/29/2023 to schedule delivery of 6 pieces of furniture ( Order 40UU1270450). Immediately followed link to scheduled delivery and was provided only 1 delivery date - 04/02/2023. Received email after scheduling that confirmed delivery date 04/02/2023 and instructed I would be given a 4 hour delivery window time the day before delivery. I placed this on my calendar and scheduled time off of work so I would be home to receive delivery. I received another notice that this date was no longer available and they would have to reschedule when they get their April calendar available. It's 03/29/2023 and they provided an April date. The items are at the warehouse. They indicate in their instructions they will only be available for 10 minutes to deliver and they leave the items in the first dry place they find. How can I accommodate this with no notice and constant changing of schedules. I agree completely with all the prior complaints. FragilPak is the worst shipping company I have ever dealt with. The company I purchased from indicated the items would arrive the week of March 27th, and shipped March 3rd. it's been 4 weeks so where are the items I have already paid for?

  Business Response

  Date: 03/30/2023

  We are sorry for the inconvenience regarding your delivery and thank you for your patience. Thank you for providing the order's pro number, it helps us speed up the process of finding the solution in a timely manner and it has been passed along to a senior level representative right away. We will provide an update as soon as possible and look to get your order scheduled as early as possible. Thank you. 

• Initial Complaint

  Date:03/22/2023

  Type:Product 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 delivery form this company back in November 2022. Delivery team damaged my property. I filed company but no update for few months I tried so many times for this matter but can't even contect to correct department No one can even provide case number or any updates because their answer was they don't know. I need someone to take care of this ASAP

  Customer Answer

  Date: 03/22/2023

  It is delivery issue

  Property damage 

  Date of purchase 10/12

  Date of delivery November 16

  File for Complain November 17

  Order number 40u1022676

  Product 6 piece reclining sectional sofa

  I have emailed ********************************* but no further actions

  Business Response

  Date: 03/24/2023

  We are very sorry to hear about the issues regarding your delivery and the lack of service you have received. We would love to help. If you could please provide us with the order's pro number (the one with a U in it), that would be great. Once we have that, we can look into the issues regarding the order and open a line of communication between you and a senior level representative so we can fix this in a timely manner. We are really sorry again for the inconvenience and look forward to helping you soon. Thank you. 

  Customer Answer

  Date: 03/24/2023

   
  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:02/09/2023

  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.

  Received email with link from FragilPak on 2-2-2023 to schedule delivery of 4 pieces of furniture ( Order 91U1177517). Immediately followed link to scheduled delivery and was provided only 1 delivery date - 2-9-2023. Received email after scheduling that confirmed delivery date 2-9-23 and instructed I would be given a 4 hour delivery window time the day before delivery. I cancelled my out of town work trip, rescheduled work appointments and took the day off so I would be home to receive delivery. I never received contact from FragilPak with the 4 hour window time. Instead, I received a call morning of 2-9-23 from FragilPak stating that delivery could not be made today because items had not been received at the warehouse. Checked the shipment tracker and clearly states items received at local warehouse and were ready for delivery on February 3rd. Several hours later received email to reschedule delivery and once again only 1 date provided. This date was impossible, as I will be in another State for work on that date and the flight is non-refundable. When selected for optional dates received a message that I will be emailed a date in 1-3 days. Which means FragilPak will once again send me 1 date which they may or may not show up for and I am expected to completely cancel my prearranged appointments for work and take the day off in hopes that I might actually get my furniture which I have already paid thousands of dollars for. Here is the thing, I have a job that requires travel and appointments with client which are not easily rescheduled. Also, I work with numerous freight shipping companies and have to find a way to make schedules work for the delivery I receive which are federally sensitive and require signature at specific delivery locations. So, when I made a large purchase online, I attributed FragilPaks bad reviews to consumers expecting too much. After this issue, I can confidently say FragilPak is the worst shipping company I have ever dealt with.

  Business Response

  Date: 02/09/2023

  We understand your frustration and would love to help solve this issue in as soon as possible. Thank you for providing the order's pro number, it has been passed along to a senior representative and we will provide an update in a timely manner. Once we have an update we can work to fix the issue. Thank you for your patience and we look forward to solving this issue. 

• Initial Complaint

  Date:01/10/2023

  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.

  Purchased a new kitchen from a major retailer back in August. Was informed on 12/12/2022 that the item was available for delivery and would be picked up by FragilePak. It was schedule to be picked up on 12/17/22 but was not picked up until 12/19/22. It was scheduled to arrive at the local delivery center between 12/23/22 and 12/29/22. As of 1/09/2023 the item is still not showing as arrived nor available for delivery. I have contacted customer service twice and each time told the regional manager was notified and would get back to me ASAP. I have also reached out the retailer who has gotten the same answer I have. This is unacceptable. I have already been charged in full for the item so they are essentially holding it hostage The tracking number is 453U1133070. I have never experienced this poor level of service and lack of communication. I just want my tabled delivered ASAP.

  Business Response

  Date: 01/10/2023

  We are sorry to hear about the inconvenience regarding your order and we have an update for you: 

  This order will move tomorrow. Looks like it was noted not complete
  But it was confirmed 1/6 it was and will load from ca099 on next truck to or001 tomorrow.

  We have tagged this order with highest priority and will continue to provide updates for you. We will make sure this gets to you as fast as possible. 

   

  Thank you. 

  Customer Answer

  Date: 01/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, if in fact they follow through with the proposed solution I find it satisfactory.  However, based on the lack of communication and poor service I doubt that this matter will be resolved at this point in time.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/02/2023

  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.

  On 12/19/2022 I received a voicemail indicating that a delivery of a freezer would be made on 12/20/22 and that the driver would contact me 30 minutes prior to the delivery. Because I was not near my phone, I did not answer the phone call. Consequently the freezer was not delivered even though I was home. My wife called the phone number that was left on the voicemail and was told that the delivery would be rescheduled for 12/22/22 or 12/23/22 and that I would be notified the day before about when to expect the delivery. It is now 12/24/22 and I have yet to hear from anyone. In addition, when I try to call the number again to talk to someone, it appears to be out of order as it rings once and then immediately goes to a fast busy signal. This has been happening for the past few days. I seem to be unable to reach anyone to inquire about my order, and the company does not appear to have any interest in delivering my freezer. I don't even know what to do at this point. The order is from AAFES and the order number is 2-632-111-7852. The Tracking # is 76498485-1. When I call the company, it asks for my traking number and zip code. However, when I enter that, the response is that the information is invalid. I can't get through to talk to anyone.

  Business Response

  Date: 01/02/2023

  We are extremely sorry to hear about the issues regarding your delivery and we would love to help right away. The tracking number you provided isn't in our system, we typically use an order's pro number (the one with a U in it). Once we have that number we can find your order and get a representative working on it right away. Once a representative is working on it, we will identify the issue and solve it in a timely manner so your order can be delivered. Thank you for your patience.