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:12/21/2022

  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 treadmill o/a 22 Nov 22 from the Post Exhcnage on *****************. They do not deliver from the store, but instead use a third party for shipping. The company they use is called FragilePAK. While the order took a while to ship and receive (that's not my complaint), what they promised in the confirmation and what occurred during delivery didn't match. The attached confirmation I received states that, their team "will be on site for up to ten minutes and will deliver to the first dry area inside your front or porch door, or to your garage." This is referred to as a "Threshold" delivery, that also required a signature. Instead, the company dropped the item off in my driveway, blocking my wife's side of the driveway/garage, in the snow, and not within the delivery window. When I reached out about it, they told me that my delivery method was "Unattended", which means they can drop it and leave. When I showed proof of the "Threshold" delivery method, they responded with, "I apologize for the inconvenience, let me inform you that since this order was created as ********* and it was delivered already, we are unable to modify it after the order was delivered." Basically saying I'm SOL. I about to go out of town and do not have any tools or equipment whatsoever to move it from my driveway.

  Business Response

  Date: 12/26/2022

  We are extremely sorry to hear about the issues regarding the delivery of your order and want you to know we take matters like this very seriously. We would love to help as soon as possible. If you could please provide your order's pro number that would be very helpful. Once we have the pro number we can pass it along to an upper level member of management and provide you an update as soon as possible. Thank you and we look forward to helping you as soon as possible. 

• Initial Complaint

  Date:12/19/2022

  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 complaint is for the repeated and continued non-delivery of the products that I ordered. I ordered an Midea 4.1 cu.ft. Impeller Washing Machine ($499.00) and a Midea 6.7 cu. ft. Electric dryer ($499.00) from the online AAFES Exchange on October 30, 2022. The order number is **********, the identical tracking number for both is 263U1049761. Ive been contacted on multiple occasions by email stating a confirmed scheduled delivery date and time block. Twice on November 22nd and twice on November 25th and each time they are no shows. When I call to check the status Im told either that my Items are still in transit to the final warehouse facility or that the items cant be located because theyre sitting somewhere on a dock and they have no idea where there are. In all the times that I call the company Im placed on hold for what seems like forever just for them to click back on and tell me that they either cant find out where my items are or that they cant reach anyone, to include the Regional Manager whom they claim theyve reached out to but never receive a reply. This process has gone on for far too long and the added inconvenience and cost of lugging laundry to the nearest laundromat is beyond frustrating, hence the reason for the purchase to begin with. This company and their service/customer service is the absolute worst that Ive ever experienced hands down. Something really needs to be done about them. Nobody should have to go through this, especially disabled Veterans like myself who have trouble getting out and about from day to day.

  Business Response

  Date: 12/26/2022

  We are extremely sorry to hear about the issues regarding the delivery of your order. We would love to help. We have passed along ******** number to a top representative right away and will provide you with an update as soon as possible. Your order has been tagged with highest importance and we should have an update for you very soon. Again, we are really sorry about the inconvenience and appreciate your patience. 

• Initial Complaint

  Date:12/14/2022

  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 massage chair from ******** in ********* on November 1, 2022. It arrived at FragilePak on November 30th. order number 361U1057343. On December 5th I emailed the company since they did not attempt to set up a delivery date. I was told there were no resources available. Then I get another email that ,said it was set up for December 13th and I would be contacted the day before to set up the delivery window. I ,was never contacted. I emailed again on Dec. 5,6,7,8,12,13,14th.... again and again. Now they are telling me my order is "settled as completed"!!! I of course replied and still no response. Just a constant run around. I have reached out to the company I purchased from who said they will escalate this to a manager, but I am not holding my breath. I even offered to travel over an hour to pick it up myself. Oh, and I have already received my first billing statement!!! I just want my chair!!

  Business Response

  Date: 12/15/2022

  We are extremely sorry about the issues regarding the delivery of your item. Thank you for providing the order's pro number. It has been passed along right away to upper level management. We will get working on it right now and provide you an update as soon as possible. Thank you for your patience and we look forward to fixing this issue in a timely manner. 

• Initial Complaint

  Date:12/12/2022

  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 sectional on September 1st it has been delayed, and rescheduled for delivery 5 times now. The business calls me to cancel my delivery date saying it is not at the warehouse for delivery but they wont tell me where my package is. Then I get another call a few minutes later to re schedule the delivery date.

  Business Response

  Date: 12/15/2022

  We are extremely sorry to hear about the inconvenience regarding your order and delivery. If you could provide us with the order's pro number, we will get a representative on it right away and provide an update as soon as possible. We understand your frustration with the scheduling issues right now and ************** as soon as possible. We look forward to helping you on fixing this issue and thank you for your patience.

• Initial Complaint

  Date:12/07/2022

  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 received horrible service from this company. They called to let me know they were on the way to my house and I told them I was leaving work to meet them there. When I arrived, they were pulling down the street away from my house. I called the delivery driver and was speaking with her WHILE she was still on my street and I could see the delivery van. She told me that they had already called corporate and told them it was a "failed" delivery attempt despite the fact that they were less than 100 yards away from my house. I was told I would have to call the main number and reschedule delivery. I have been on hold 2 times for 30+ minutes today with that number and am attempting to speak to a manager and was told it would be ***** hours before a manager would be able to speak with me. Unacceptable level of professionalism, customer service and communication.

  Business Response

  Date: 12/07/2022

  We are extremely sorry to hear about the issues and inconvenience  regarding your delivery. We take customer service very seriously and value it, so it is concerning to hear this story. We would love 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 great. Once we have the pro number we can get a high level representative working on it and provide you with an update as soon as possible. Thank you for your patience and we look forward to solving this issue in a timely manner. 

• Initial Complaint

  Date:11/28/2022

  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.

  After weeks of working out details to have a cabinet delivered, I get confirmation that the delivery will be from 8:30 am to 12:30 pm. The morning of, the driver calls me at 7:30 am to which I confirm that I am expecting them. I then get missed calls and a voicemail 17 mins later that they can not get in the gate. All of this before 8:30, within a few minutes my phone dings to all the missed calls. I call right back to the number on my voicemail to get the push this option. At 8:31 am I get ******* on the phone and she basically tells me that it was too late and they will have to set up another date. I explain that we have a manned gate 24/7 and they must have not went to the right gate. I drove up to the gate to make sure the guard was there and she said no one came in for delivery. I explained this to 2 different csR and ask for a manager to call. I requested at 8:35 am if they could turn around and deliver. I then requested at 11 ish if they could add my delivery to the end. I got 2 other deliveries today from other companies that said they all get paid for multi attempts and then I found notes as if they tried to deliver 10 times earlier which they did not and I have emails asking about my date to which they replied they did not have the cabinet yet. This company or at least the local driver seems to be making extra by lying that they have attempted to deliver. I contacted ******** to advise and I want to make an official complaint so the *** or COO will see how the local office is ran. I have all the emails and the notes saved to photos so I can share. Order number 281U1056417

  Business Response

  Date: 11/28/2022

  We are extremely sorry to hear about the inconvenience regarding the delivery of your order. Thank you for providing your order's pro number. We will get working on fixing this issue right away and will provide an update as soon as possible. 

• Initial Complaint

  Date:11/28/2022

  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 now joined the ranks of the FRAGLEPAK non delivery. I ordered this item on October 23rd, now November 25th I still have not received the item. I have been in contact with FRAGLEPAK several times and continue to get the runaround. I was promised delivery on November 23rd, I waited home all day and nothing. When I called FRAGLEPAK near the end of the day they attempeted to contact the local warehouse and driver, no one answered. Today November 25th I have called FRAGLEPAK and AFFES and still have no answers. The tracking number is 263U1039570. I honestly feel this item will never arrive.

  Business Response

  Date: 11/28/2022

  We are extremely sorry to hear about the inconvenience regarding your delivery. Thank you for providing the pro number, it has been passed along to upper level management and we will provide an update as soon as possible. Thank you for your continued patience and we loom forward to solving this issue in a timely manner. 

• Initial Complaint

  Date:11/28/2022

  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.

  We received an email that our furniture had been picked up my FragilePak on Nov. 15. This email allowed us to schedule a delivery date. On the form they sent it asked if we lived on a military instillation and we checked yes. Our delivery date was scheduled for Nov. 18 and it stated they would give us a delivery window the day prior. On the 17th we received an email stating our delivery window was from 9-1 on the 18th. It also stated we would received a call when they were 30 minutes away. (This required my husband to take off work to ensure someone was here.) He waited until 12:50pm and had not heard from the driver so he began reaching out. We were informed by a very rude person that our delivery was moved to the following day, stating there was a 3 hour wait to get on the military installation. (I can assure you, there was not. That has never happened and there were no gate accidents or blockings that day. I checked. We also never received a call they were 30 minutes away and we live 5 minutes from the gate. Meaning they never even came close to ****.) They offered us a $100 gift card as an apology which we never received. To save you some trouble the exact same thing happened the next day. No call, no show. We have reached out to the **** President, and a customer service manager for assistance (twice) and we still have no received our furniture nor have they reached out to remedy the problem. We offered to pick the furniture up ourselves if they would reimburse us for the Uhaul but they did not reply to this offer. Can you please help us get the furniture we spent a lot of money on? We have been sitting on the floor for nearly a week now in order to ensure they had room to deliver. Thank you.

  Business Response

  Date: 11/28/2022

  We are extremely sorry and disturbed to hear about the inconvenience you have endured regarding the delivery of your order. We take our customer service very seriously and want to get this issue straightened out right away. If you could please provide us with the PRO number for your order that would be great. Once we have the PRO number, we can pass it along to ***************, get this issue fixed right away, and provide you with an update as soon as possible. Thank you for your patience and we look forward to solving this issue in a timely manner. 

• Initial Complaint

  Date:11/03/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered a mattress for our son from AAFES. While in transit, I communicated to AAFES that we would need delivery after 3 pm because my son works in a hospital with autistic children. On 10/24 AAFES communicated this to FragilePAK. On 10/27 I received a text message from Fragilepak that my appointment was confirmed for 10/31. On 10/28 I received a text to advise a delivery window between 10 am and 2 pm on 10/31. I contacted FragilePAK who told me they would need permission from AAFES to deliver after 3pm. I contacted ***** and ***** sent a message that same day approving delivery after 3 pm. I have received 2 emails from Fragilepak that they can not deliver my mattress until they hear from AAFES. Fragilepak location in *************** has this mattress in their warehouse since 10/26, 9 days. I still do not have a confirmed delivery day or time. I will not be ordering any furniture items from AAFES in the future because this vendor is too hard to deal with and I have taken a lot of time with this. This vendor is probably 5 miles from the delivery address. I don't understand why they cannot load this mattress in the front of the delivery vehicle and deliver it last before heading back to their warehouse, nor do I understand why they needed to get AAFES involved with a request for a later delivery window. I wasn't changing anything about the delivery other than requesting a later time.Right now ***************************************** is sitting at her desk waiting to hear from AAFES I guess. Hope they call her because I am done with this. If I don't have this mattress by Saturday, I will figure out how to have one delivered locally same day which is what I wish I had done in the first place and ******* can contact AAFES to return the mattress or whatever their process is when the recipient loses interest. Thank you and good nite.

  Business Response

  Date: 11/03/2022

  We are extremely sorry to hear about the issues regarding your delivery. We want to help fix this issue in a timely manner. In order to do so, could you please provide the order's pro number (the one with a U in it)? Once we have the pro number it will be passed along to a representative and tagged as very important. After that we will fix the issue as fast as possible and provide you with an update. Thank you and we look forward to fixing this issue. 

  Customer Answer

  Date: 11/03/2022

   
  Complaint: 18351927
  
  I am rejecting this response because:

  ***** in her response has asked for tracking number which is 263U988801. I called Fragilepak in ****** to relay this information but ***** is not found in directory so I am not sure how to get this information to her. There is no contact info in her response.

  Sincerely,

  
  **** And ***********************

  Business Response

  Date: 11/06/2022

  We understand your frustration and want to reassure you that you're a top priority for our company. The pro number has been passed along to a representative and tagged with highest priority, meaning we will be able to provide an update very soon about the status of your order. Thank you for your patience and we will have an update for you as soon as possible. 

  Customer Answer

  Date: 11/09/2022

   
  Complaint: 18351927
  
  I am rejecting this response because:

  It has been 48 hours since this communication was sent regarding delivery, and I havent heard from anyone. This mattress has been sitting in a warehouse waiting to be delivered for more than two weeks. I will contact AAFES and cancel the order.
  
  Sincerely,
  
  **** And ***********************

  Business Response

  Date: 01/04/2023

  We are looking to close this complaint as it remains unresolved. In our system it shows the order was delivered on 11/4. We want to close this complaint and make sure your order was received. Please let us know if you need anything else from us or if any issues have come up since our last communication. Thank you. 

  Customer Answer

  Date: 01/17/2023

   
  Complaint: 18351927
  
  I am rejecting this response because:

  The mattress was never delivered.  AAFES refunded my payment.

  I think there is a problem with your agent in ********, **

  Sincerely,
  
  **** And ***********************

  Business Response

  Date: 01/17/2023

  We would like to resolve this complaint in a timely manner. We have your order's pro number and will be reaching out shortly in order to resolve this issue. Thank you. 

  Customer Answer

  Date: 01/17/2023

   
  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,
  
  **** And ***********************

• Initial Complaint

  Date:11/02/2022

  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 am emailing you in regards to the poor customer service I have been receiving. I have been trying to get ahold of a supervisor to speak to for the past 3 days! I am unsatisfied with a few things with this company. My first issue it that my order has been delayed twice for unforeseen circumstances. The first one I understand the truck broke down. But, for the second time It was due to the staff forgetting to put my second item on the truck with my delivery of two items. And then I was told that I couldnt get my next item until Friday. Which is making this item now a week late. My second issue is the staff that delivered my first item barely spoke any English if any at all. The delivery staff put my couch vertically in my garage instead of horizontally like I couch normally would sit. I asked several times if they could move it using hand motions of how I wanted it and they didnt understand. My third issue is that I have been trying to get ahold of a manager/supervisor for the past 3 days and have not received a phone call back. This is very unprofessional and unacceptable.

  Business Response

  Date: 11/03/2022

  We are sorry to hear about the issues regarding the service you received during a delivery and the issues that delayed your order. We would love to help in a timely manner and get this sorted out for you. If you could please provide the order's pro number (the one with a U in it), we will get a representative working on it right away and provide you and update as soon as possible. Once we have the pro number we can tag the order as important and get the issues fixed as soon as possible. Thank you and we look forward to working with you. 

  Customer Answer

  Date: 11/03/2022

   
  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.
  

  My order code for fragilepak is 263U983270
  
  Sincerely,
  
  *******************