ComplaintsforEstes Forwarding Worldwide LLC

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased an outdoor patio set over 2k from ****. Had to pay $200 shipping for **** to outsource delivery to EFW. Item was to be delivered, however a different item, not my furniture, was left on a pallet in my driveway. I told the delivery men my items were missing. They wanted me to sign for delivery. I refused, the paper clearly had my items on it and if I signed it would state I agreed they were delivered. The delivery men said my items would arrive the following day, and that the items in the boxes they brought were part of my order, just not all of it. He referred to the weight of the packages on the paper needing a signiature, and that my signing was agreeing to packages at the weight listed being delivered, not agreeing to all items I purchased being delivered. They left, and I called both **** and EFW immediately to explain the wrong items were brought to my house and left. Therefore, someone needs ro arrange for the boxes to be picked up from my drive and sent to the correct address (on the boxes) and track down my furniture and schedule its delivery. There is not a human to speak to at EFW and they do not care at all! **** said the problem is mine to deal with between me and the delivery service that THEY chose. Meanwhile I am out over 2k with no furniture. This is ****************** by EFW.

  

  Business response

  05/06/2024

  Good Morning,

   

  First and foremost, i would like to apologize for inconvenience this has caused you. We are working with our network management team and local delivery time to get a resolution on where your order is and provide you an update. 

   

  We will be reaching out later today with an update.

  Customer response

  05/07/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ***********************
  
  
  
  

• Initial Complaint

  04/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Tracking never updates. No way to contact company for updates. Never received order.

  

  Business response

  04/29/2024

  We are looking into this issue now and will follow back with the customer as soon as possible with a resolution.  Thank you.

• Initial Complaint

  04/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  4/17/2024 - EFW delivers heavy patio set. Does not call to say they have arrived. Waiting 4 hours for delivery. Call company, they say it was delivered. We go outside and find very heavy boxes in front of ********** just left there. We cannot move the boxes that needed to go in back yard and cannot move car out of garage due to boxes blocking driveway. Called **** to advise issue. No resolve as yet. We needed them to get back here and take it to back yard or take it all back to ****. We cannot move heavy furniture boxes.

  

  Business response

  04/17/2024

  Good Afternoon,

  I apologize for your delivery experience. I have reached out to our final mile partner to coordinate the redelivery of this item, they will be reaching out to you via phone and email within 24 business hours. 

  Customer response

  04/17/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *****************************
  
  
  
  

• Initial Complaint

  04/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a $1100 chair. They were supposed to deliver it by 4/2. When I call for information they are unprofessional and blow me off with the same lie, that they will email me. They had me wait all day twice when they said my package would arrive, only for it to still not be here, and they act like I'm inconveniencing them by wanting to know where my $1100 chair is.

  

  Business response

  04/08/2024

  Good morning,

  We are working on a solution with our local delivery team to have this delivered as soon as possible.  We will follow up with the customer directly to resolve the issue.

  Thank you,

  EFW

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Make a purchase from target, EFW was automatically designated as the delivery provider. Order was purchased 3/25/24, on 4/2 I received notification it would be delivered. Past 6:00 PM, the product was never delivered. On 4/3, I contacted the support and they said it would arrive today and they gave me a specific timeframe. Not only did they miss the timeframe, they never delivered at all. I called support and they said they would investigate the issue. Since it is an expensive item, I do not have the time/patience to wait, hence the filing of this complaint. My tracking number is *******. I hope for this to be resolved swiftly without any further disruptions or delays.

  

  Business response

  04/04/2024

  
  Good morning, 

  We are sorry to hear about your experience with your delivery. We are currently working with our local team in order to get your Target order delivered to you. After looking into this shipment this was put in out for delivery status in error. This order should not have been put in this status. We are currently working with our local team resolve this error. We will follow up with a call and confirm with you once our local team has this shipment scheduled for delivery. We are sorry for the inconvenience this may have caused you and we are working on getting this order delivery as soon as possible for this experience. 

  Thank you,

  Customer response

  04/29/2024

  This is regarding complaint ID ******** filed on 4/3/2024. I only just received the postal mail correspondence for this compliant. I would like to adjust the complaint by stating that my concerns were met and the company provided me support and resolved my issue. Thank you.

• Initial Complaint

  03/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Delivery window missed twice with no communication. My wife wasted 6 hours of her day waiting around to open the driveway gate for the delivery truck. When I contacted at the end of the day to get a new delivery window they told me to call the dispatch center and figure out the delivery window myself in the morning. Before I had a chance to respond how inconsiderate this was the agent ended the conversation. This company does not follow through with their commitments and refuses to communicate.

  

  Business response

  03/27/2024

  Good Morning,

  We do apologize for the poor experience you have received. The information provided is not in our system and the tracking number in the screenshot is for Estes Express not Estes Forwarding Worldwide (EFW). Unfortunately, we would be unable to help resolve this issue for you as we are 2 different companies.

  Thank you and have a great day

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a smoker off of ******* that was delivered on January the 31st 2024. A few days later I started the return process with ******* as the smoker was peeling and the measurements didnt line up. After weeks of back and forth with ******* a representative finally reached out to efw to pick up the return as the smoker was no longer packaged and fed ex wouldnt pick it up unless it was so. EfW contacted me multiple times February the 21st to schedule a pickup. On February the 28th(our scheduled date) an employee of theres came to pick up the smoker. It has been two weeks now and I have yet to be refunded. So I contacted ******* and ******* states nothing has been returned to me. They then asked for a receipt number that the courier should have provided when picking up the smoker. I let them know that the employee did not leave me with any information. Now ******* and EFW and all claiming they dont have the shipment or know where it is. EFW sent an incompetent employee to my home to do a job that they jacked up. I am out of a refund and have missed earning with not being able to order a new smoker. I am requesting this company to do their job and complete the return process or refund me for the item that they lost. I also have ring camera footage of the employee as well as voicemails from the company. I will take this up with the police and courts if the matter is not resolved.

  

  Business response

  03/21/2024

  Good Morning Oturia Lincoln,

  Our most sincere apologies for your overall experience. We have reached out to ******* to provide our hard copy POD for proof of return on 3/07 in hopes of expediting your refund process. Unfortunately, EFW does not have access to any financial records for this purchase to initiate this refund as this would be between the consumer and *******. Again, we apologize for any inconvenience this may have caused, please feel free to contact us for any other questions or concerns we may assist with. 

• Initial Complaint

  02/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an a 75 Tv on Walmart.com to be delivered on February 3, **** Estes this shipping company accepted the order and on February 5, **** sent the item from *******, ** with a February 9 delivery date. I requested on the website text updates which never occurred but hey at least they called the day before to advise they were delivering on that Friday February 9th. Well the 9th arrives and at 1040AM they call saying they were here and they were in the back. I requested that they come to the from as less stairs. 4 mins later at 10:44 AM the man calls back advising that my item wasnt on the truck promising that it would definitely be delivered later that day. Then at 5:19 PM I called inquiring what was taking so long the rescheduled my delivery for February 12th. They are very unprofessional and should have gotten my order out to me that same day since they messed up but to reschedule till Monday is totally insane. Who knows if my order will even be on the truck again. Avoid this company if possible they do not care plenty could have been done to correct the mistake but nothing but push it back multiple days. Very unprofessional

  

  Business response

  02/12/2024

  Good morning, *******************

  On behalf of EFW, we apologize for your poor delivery experience.  We will reach out shortly with a direct contact for you and resolve the issue.  Thank you for your patience in this matter.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a treadmill from Horizon Fitness on 12/14. It was shipped using EFW - Estes Forwarding Worldwide. It was stated before purchase & on the Horizon website that EFW would reach out to schedule a delivery once the item was in the destination city. I never received a phone call, email, text message, etc to set up any deliveries - they just scheduled whenever they decided. I only knew about delivery times and dates from keeping an eye on the tracker.Timeline:01/04: Tracker is updated stating that delivery would be 01/05 between 7am-11am MST.01/05: Waiting around until 2pm - they never showed up and I was never contacted. I called EFW and they stated the truck had broken down and they weren't going to deliver today. 01/08: Tracker is updated stating that delivery would be 01/09 7am-11am MST 01/09: They never showed up. I called again. Talked to 1 person who said they couldn't get a hold of dispatch for an answer. Asked to speak to a supervisor. She couldn't get a hold of dispatch either. She emailed me later to say driver said they were behind but it would be delivered. It never came.01/10: EFW supervisor asked if I received my order. I told her no. No response from her after that.01/11: I send follow up email. She says she escalated the case. I received a voicemail later saying delivery was rescheduled to 01/12 7am-11am MST. I called and told them it was going to be -20 here and icy roads & asked to move it to next week. He said no, they would deliver & I am the 1st stop.01/12: Item wasn't delivered, for the 3rd time now. No phone call. Emailed supervisor, she said driver said they are behind due to weather. I was told I was the first delivery - how are they behind when I should have been first? This company has wasted 3 days of mine waiting around to be available. I've moved appointments around, missed work, etc. I understand things happen that are out of their control, but a little communication would be nice. All I've gotten are lies

  

  Business response

  01/15/2024

  Good Morning,

  First and foremost, i want to apologize for the huge inconvenience this has caused. We will be reaching out to the local team to get a better understanding of the miscommunication. Afterwards we will have a manager follow up with you with an update.

  Customer response

  01/15/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *********************
  
  
  
  

• Initial Complaint

  01/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Item was marked as out for delivery on 12/29/23 but its now 01/03/24 and no package has been delivered. The customer service is rude and terrible no help at all. The delivery dates keep changing when my original delivery date was 12/29. Nobody knows why I havent received the package and apparently nobody knows when it will be delivered. Sad excuse of a company if you have to order anything large from ******* run if it says freight shipping. TRACKING #*********

  

  Business response

  01/03/2024

  Good afternoon,

  First and foremost, I want to apologize for inconvenience this has been on you. I wanted to follow up with you and let you know we have reached out to a local team to rescue this order from our dock and have this delivered today for you. I reached out and left you a voicemail with my contact info and if you have any other questions, please don't hesitate to follow back up with me.

*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. ↩