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:10/20/2022

  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.

  PRO # ***U917546 Attempted a conflict resolution with products being forgotten to be scanned resulting in order delivery. Was told two weeks ago their managers were in a meeting and would call me back. Was called back close to midnight from a customer service rep they didnt get their manager to get back to them but they were going to escalate the case to a regional manager to handle. Fast forward to last night, as almost read from a script, I called again for an update, and was told THE EXACT SAME WORDS! That they didnt have any updates two weeks later! I asked to speak to a manager, was told they were in a meeting and they were going to escalate the case to a manager AGAIN. I called again this morning for an update. To my surprise, yet again, no update from any manager, but they again said they would contact their manager for an update. Sounds like a broken record to me. Ive been waiting MONTHS for my delivery only to be met with missed promises and lost order items. Someone needs to come in and shut these people down.

  Business Response

  Date: 10/22/2022

  We understand your frustration and want to thank you for your patience. We are extremely sorry about the inconvenience regarding your order and the quality of service you have received, it is unacceptable. Thank you for providing the order number, it has been passed along right away to a representative and we will get an update as soon as possible. Once we have an update we will let you know and see how we can fix this as soon as possible. Thank you. 

  Customer Answer

  Date: 10/24/2022

   
  Complaint: 18252396
  
  I am rejecting this response because:

  THIS IS THE SAME GENERIC MESSAGE YOU SEND EVERYONE! You dont resolve anything by sending my pro number to a representative! You already have done that! I could call and get the exact same c*** answer. And then once you FINALLY have an item delivered MONTHS late, you respond and say the item appears to be delivered. Absolutely USELESS customer service! 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/25/2022

  We understand your frustration. We have an update regarding your order. It is being loaded from the Georgia 99 warehouse to the ************** 13 final mile destination right now. There were issues with scanning procedures, which is unacceptable and we apologize for the issue. It has been tagged with highest priority and we are working on getting it to you as fast as we can. Once we have another update we will let you know but we want you to know we are working on getting it to you as fast as we can. Again, we are extremely sorry for the issue and will provide another update as soon as possible. 

• Initial Complaint

  Date:10/11/2022

  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.

  We live on ********************************* and ordered a couch through the base exchange (general store). This was back in the end of July / beginning of august. It was estimated under 3 weeks for delivery. The base exchange contracted with FragilePack to deliver the couch. We tracked it and it sat in a warehouse for a few months. I reached out to FragilePack to see what the hold up was and they said they were short staffed but that it would be here by sept 19. That was fine. It would have been nice to have gotten an email earlier telling me about the delay. Anyway, sept 19 came and went and they still hadn't sent a single notification or update so i reached out again. They said that they were trying to figure out how to get the couch on base... which would only take one phone call to figure out because the base gets lots of packages and shipments and knows how to get stuff where it needs to go. Fast forward another 3 weeks and several other emails with no real explanation given and we still don't have our couch. I attached the first few emails to give a basic timeline. They still can't figure out how to get it on base. If they are truly that overwhelmed they need to stop taking contracts. if they can't get the item to the delivery location they shouldn't take the contract. The don't care at all that our couch is several month behind on delivery and they NEVER reached out to me. I always had to reach out to them. This is ridiculous and going through the bbb is the only way i see try and prevent this from happening to others. I hope this makes sense and feel free to reach out with questions. I either want a refund or to get my couch delivered, doesn't even matter at this point.

  Customer Answer

  Date: 10/11/2022

  Here is the order number: delivery order 263U915508. 

  Business Response

  Date: 10/12/2022

  We are extremely sorry to hear about the issues regarding the delivery of your order. We take these issues very seriously. Thank you for providing the order's pro number, it has been passed along right away to a representative. We will get working on it right away and provide an update as soon as possible. Thank you for your patience and we look forward to resolving this issue as fast as we can. 

  Customer Answer

  Date: 10/14/2022

   
  Complaint: 18194890
  
  I am rejecting this response because:  This is the same BS they say in every email.  there is virtually no accountability at this company.  There couldn't care less about delivering the couch. They offer NO solutions and provide NO updates about delivery or what they are doing to fix the issue.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/17/2022

  We understand the frustration. It appears that your order is scheduled for delivery tomorrow, 10/18. Please let us know asap if the order is not delivered tomorrow. It has been tagged as important and we want to get it to you as soon as possible. 

• Initial Complaint

  Date:10/03/2022

  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.

  Aug. 28, 2022 I ordered nearly $3,000.00 of furniture from the exchange. On Sept. 14th I received an email from fragilpak that they had received my order and would be scheduling delivery to me.It keeps getting put off and today I received this email: I have verified your order 263U930659 and noticed that you are not allowed to schedule your delivery as there are no available dates on the route for your zip code. Although, I am working with the local facility to get some new delivery dates.As soon as they confirm that there are available resources, I will let you know in order to schedule your order.This is totally unacceptable to me. I didn't order furniture so it could sit in their warehouse for several weeks.

  Business Response

  Date: 10/03/2022

  We are very sorry for the issues and delay regarding your order. Thank you for providing the order's pro number, we will get a representative working on fixing the issue right away. Once we have an update, we will provide it to you as soon as possible. Thank you for your patience and we look forward to helping you soon. 

  Customer Answer

  Date: 10/03/2022

   
  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.
  
  Sincerely,
  
  ***************************