Complaints

This profile includes complaints for Dorm2Dorm, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Dorm2Dorm, LLC

  420 West 42nd Street Apt 35F New York, NY 10036-6864

• 

  Dorm2Dorm, LLC

  PO Box 559 New York, NY 10008-0559

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:03/07/2023

  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.

  FIRST HIRED TO STORE MY SONS SCHOOL DORMITORY BELONGINGS IN MAY 2022. WE FIRST TRIED TO ARRANGE DELIVERY IN OCTOBER OF 2022. AFTER MULTIPLE TEXTS WHICH I HAVE A RECORD OF AND COUNTLESS UNANSWERED CALLS, APPARENTLY, I HAVE SINCE READ THIS COMPANY DOESN'T ANSWER THE ***** AND HAS LOST OR STOLEN MANY STUDENTS ITEMS. ON OCTOBER 17TH I GOT A TEXT THAT SAID WE JUST NEED 3 DAYS' NOTICE. AFTER SEVERAL MORE UNANSWERED TEXTS I RECEIVED A TEXT ON NOVEMBER 1OTH THAT SAID WHAT DAY ARE YOU LOOKING FOR A DELIVERY? SEVERAL MORE UNANSWERED TEXTS AND THEN A TEXT ON NOVEMBER 15TH ASKING IF I KNEW WHAT ITEMS MY SON WAS STORING WITH HIM?? SEVERAL MORE TEXTS WENT UNANSWERED INCLUDING PHOTOS OF EVERYTHING MY SON STORED NAMED AND LABELED, I RECEIVED A TEXT ON NOVEMBER 22ND, DAYS AFTER THE DEADLINE DATE MY SON WOULD BE LEAVING FOR THE CHRISTMAS HOLIDAY ASKING OKAY WHAT DAY WORKS BEST FOR ******? ALL MY TEXTS AND CALLS HAVE GONE UNANSWERED SINCE!MY SON HAS A WEEK OFF BETWEEN THE 11TH OF MARCH AND THE 19TH, IF YOU COULD GET HIS ITEMS BACK THAT WOULD BE GREAT. IF YOU HAVE INFORMATION ON THIS COMPANY AND THINK I SHOULD TAKE LEGAL ACTION OR INSURANCE CLAIMS, THEY STILL ARE CHARGING MY CREDIT CARD $62.52 PER MONTH.I JUST READ BELOW WHERE YOU ASK FOR ITEMS, I HAVE TEXTS AND PHOTOS ON MY ***** IF THERES A WAY I CAN UPLOAD THESE? AS FOR RECEIPTS I HAVE THE CREDIT CARD STATEMENTS BUT DON'T KNOW HOW I CAN SEND THEM TO YOU SAFELY.IF YOU CAN TELL ME HOW TO SEND THESE I'LL BE MORE THAN HAPPY TO. THANK YOU FOR YOUR TIME

  Customer Answer

  Date: 04/01/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Dorm2Dorm, LLC has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/11/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Stored many items with Dorm2Dorm over the summer. Paid $188.97 a month from March to August. Only half of my items were returned. Some items were delivered on August 30, but I still have not gotten items back. I have been in contact with Dorm2Dorm since August and they have not been replying. Multiple valuable items have been lost or not returned to me. They have confirmed that they have my items but have not worked with me to return them. It has now been 3 weeks without them replying to my messages. This is fraud and I would like my items returned or my money back.

• Initial Complaint

  Date:09/13/2022

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Dorm2Dorm failed to deliver my items as promised, communicate changes in timing, and take reasonable care when my items were in storage/transit. Scheduled delivery was on 8/27 b/wn 2pm-5pm. When the window was missed, I called. Phone calls not allowed, texts only. I texted at 4:55pm to check the status and sent an email at 5:12pm. No response. I texted again at 8/28 at 9am. No response. My items were missing. At 8:16pm on 8/28, I received a text that my items were arriving in 5 mins. I was not given adequate notice of the late delivery. I had to leave an event, resulting in a delivery at 8:45pm on 8/28. The delivery was not only over 24 hours late, but at an extremely late and inconvenient hour and with only 5 minutes notice. The communication failure is demonstrative of Dorm2Dorm's poor operation.The condition of my items is inexcusable and it will be costly to replace them. I detailed the damage in an email on 8/29 at 9:14am. Among the damage, I had a ***** jar that was completely wrapped in bubble wrap shatter. I also had 2 other glasses and a melamine bowl shatter. My lamp is bent out of shape, despite being packed with a soft cloth around and in it to help hold its shape. Importantly, my microwave (that I paid to be stored separately) is completely broken. The door is out of alignment and the button doesn't work. If reasonable care had been taken in the storage and transportation of my items, I wouldn't have to replace them.Dorm2Dorm texted on 8/30 at 2:33pm to check my items arrived. I responded within an hour confirming receipt and directing them to my email detailing the damage. They instead directed me to a new number to text, and I texted on 9/1 at 12:08pm. No response. I followed up on 9/5 via text. No response.I expect to be compensated for the replacement costs I incurred because Dorm2Dorm did not provide the service I paid for, reasonable care in storing/transporting my items. I expect the storage costs of destroyed microwave to be refunded.

  Customer Answer

  Date: 10/12/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Dorm2Dorm, LLC regarding complaint ID ********, despite following up numerous times.
  
  Sincerely,
  
  *******************************
  

• Initial Complaint

  Date:09/12/2022

  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.

  I used Dorm2Dorm to store my personal items over the summer. They are supposed to pick up the items, store them and deliver it at the beginning of the school year. Here is their website: **********************. Dorm2Dorm picked up 4 storage boxes, 1 mattress topper, 1 purple suitcase, 1 rug, 1 black and green bag and a mini fridge on May 13 at *********************, ******************* **************************************************. I received an invoice of $684.72 for the stored items on Aug 26. I paid the invoice on Aug 31. I scheduled my delivery for Sept 2 at *******************************************************, ******************* ******************************************************. I did not receive any of my items, even though my friend did receive her items on that day. I tried to contact them every day since then. I was blocked on their phone number. I sent multiple emails. The mailbox message states that you should text them. I texted them every day since Sept 2. I also had friends text them on my behalf. One of my friends received a response and was told I would be put on the delivery list for Wed 9/7. On Wednesday 9/7, I received a text that items cannot be found and that there would be an inventory check of the warehouse on Thursday and Friday (9/8 and 9/9) and deliveries would resume on the weekend (9/10-9/11). I still have not received any further information on my personal items and no one is responding to any of my texts/calls/emails. The business has not tried in any way to resolve this problem. I am attaching supporting documentation.

  Customer Answer

  Date: 10/08/2022

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Dorm2Dorm, LLC has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  *****************************************

• Initial Complaint

  Date:09/12/2022

  Type:Delivery Issues
  Status:

  UnansweredMore 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 utilized storage services from Dorm 2 Dorm for summer storage for my *** student son.I paid for 4 months of elitestorage for: 6 boxes, a guitar and an odd shaped box. Delivery was scheduled for 8/24. They changed the delivery window and were 90 minutes late. No phone call. Guitar missing. Multiple texts, no working phone, multiple inquiries to help line via email and multiple texts to supervisor. No resolution. They keep telling me they are looking for it or no response. This lack of communication is not acceptable. Guitar is still missing and cannot get any answers.

  Customer Answer

  Date: 10/07/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Dorm2Dorm, LLC regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

• Initial Complaint

  Date:09/09/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 used Dorm2Dorm in the past under the ************* to store my items during Summer 2020 and had a great experience, so I decided to use them again to store my items Summer 2022.I scheduled my packages to be dropped off more than a week in advance and received confirmation they would be dropped off on my specified date + time (September 2nd 11am-12:30pm).It has now been nearly a week since my items were supposed to be delivered and I have no idea if my packages have been lost or when they will arrive, if they arrive at all. All my communication attempts have been ignored and I've only received non-specific messages (ie. "They will arrive soon", etc). I've asked my delivery driver for an ETA multiple times but have been unable to get a time or date. In fact, he has had to ask multiple times if one of my items includes a mannequin despite never storing one with them and only storing 2 very clearly labeled boxes (the two boxes have my name, phone number, address to ship to, and the contents of each box written on the sides). This is borderline theft and fraud; I paid hundreds of dollars for my items to be stored over the summer and I have no idea if they will ever be returned. In addition, I've spent hundreds of dollars replacing sheets, towels, and other items that I originally stored with Dorm2Dorm, thus making their services obsolete. I have asked for a refund multiple times now and have received no communication. I want Dorm2Dorm to refund me for the items I had to replace plus the storage service I payed for as they did not deliver their promises to return my boxes in time and have cost me hundreds of dollars.

  Customer Answer

  Date: 10/06/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Dorm2Dorm, LLC regarding complaint ID ********.
  
  Sincerely,
  
  ********************* ***
  

• Initial Complaint

  Date:09/08/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 paid Dorm2Dorm to pickup, house, and then deliver belongings from mid-May to end of August while I was away from college, resulting in a total of $1,557.78. Of the items they delivered, many were broken and unable to be fixed or replaced. We had agreed to have my items delivered to my address on August 29 between the hours of 11:00am and 12:30pm. As of September 7, they have not delivered the rest of my items. The company has continued to ignore messages for days on end or has rescheduled my delivery dates and still failed to abide by the new contract. This has happened multiple times. They no longer accept phone calls or messages and will not update me about the location of my missing items. Given they have essentially failed at the job I have paid them for, I insist on getting a full refund as well as all of my missing items.

• Initial Complaint

  Date:09/06/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  In May, I used this company to store my college items and have stored my items with them for about 4 months. Now, in September, I want to get my things back but it has been proven to be impossible. While I initially booked a timeslot for my items to be delivered on 9/1 from 11:00am-2:00pm, they provided me with no communication whatsoever. Since I was jetlagged from my 16 hour flight, I fell asleep early and it wasn't until 10pm that they attempted delivery. This came with no prior warning whatsoever. I called back three hours later, asking if we could reschedule delivery, and I have not gotten a response regarding my items since. It has now been 4 days. I have gotten texts from the driver, being reluctant to check my items or try to deliver. And the ***** himself sent me a message saying to somehow organise the delivery myself with a driver whose phone number I don't know. I have since had to replace many of my items so that I can sleep at night. This business is an absolute scam, this has happened to many students at ***, *******, etc.

• Initial Complaint

  Date:09/06/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 May 12, 2022, Dorm2Dorm came to pick up my 3 items: 2 large gray bags and 1 mattress topper as I was moving out for the summer. Throughout the entire summer, I was billed $91.38 on the 12th of each month, totaling to a huge amount of $365.52 for Dorm2Dorm's service of storing my items. This includes the insurance coverage ($6/month). Then, on July 28, 2022, I scheduled for them to deliver my items to ******************* on September 2, 2022 between 2:00 PM to 5:00 PM. However, *************************** 1, 2022 came around, the day before my scheduled delivery, I get a text message from the *** of Dorm2Dorm, ***************************************, saying that my delivery window was not valid anymore, and that I should expect a text from the driver on September 2, 2022. So I arrived at my dorm on September 2, 2022 at 3:15 PM. I moved in with my luggage from my flight, and waited for a text message from a Dorm2Dorm driver. I did not receive any communication from a driver on Sep 2, 2022, and for the night of Sep 2, 2022, I had to sleep with my hoodies as a pillow and just the sheet on the bed. The next day on Sep 3, 2022, I woke up and went to buy 2 pillows, a blanket, a towel, and a fan at University Hardwares because I had no clue when or IF Dorm2Dorm would bring my belongings. The total surmounted to $208.97. On Sep 3, 2022, at 5:34 PM, I did receive a phone call from a Dorm2Dorm driver saying that they had my mattress topper ready for delivery, but unfortunately, I was at work and told the driver that I couldn't pick it up and asked if they could come the next day, at which they said that they had drivers coming around the clock. So, I waited the next day, Sep 4, 2022, for my things to get delivered, and still received no contact. It is now Sep 5, 2022, and I am trying to contact customer service for ********************** *************) because their text line is only open 10 AM - 5 PM CST Monday-Friday. A company that has been established in **** should NOT be this irresponsible of students' things.

• Initial Complaint

  Date:09/06/2022

  Type:Order Issues
  Status:

  UnansweredMore 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.

  My son's dorm stuff has been with "Dorm2dorm" . We paid the full fee on 30th He has been without his stuff (beddings / clothes/ kitchenware-almost everything he needs). This company does not answer calls, texts or emails . We have no clue on if even we get our stuff back. Absolutely no response at all. My son is spending 100s of dollars as it has been over a week,Im hopeful that h*** get everything but the process has been so stressful and not being there to be able to help him. Hes just 19 and all alone in a far away state from home. There were news about them on Washington Square and other new papers too. They dont even have the courtesy to update the status. I am surprised that there is no legal action against them