Fragilepak Reviews 350

This is the worst low budget, scam delivery service. Took over a month to have a shed delivered from AAFES and I STILL have not recieved the shed. They keep giving me excuses as to the delay. Even after taking a whole day off because they said I had to be present to sign. They gave me a SET DATE but said they could not give a time. So I had to miss an entire day of work for nothing!! I will be filing a small claims lawsuit against FragilePak for lost wages and damages.

I have been waiting a month and a half to get a dishwasher I bought from the PX system. This will be the 5th time they are supposed to deliver it. I was supposed to get called with an approximate delivery time. No call. I don’t know if I’ll ever get it.

Had to call in to check to see if fragile pak had received freight from down stream logistics. They don’t call customers apparently. I spoke to rep that said they would make delivery this Friday the 18th so I planned for it. Since they don’t update you with your delivery window until the night before, then you have to basically be at their beck and call all day missing work. If you have a job, they don’t seem to think that that is significant or inconvenient. Today they call my alternate contact number & they state that the delivery is now going to be changed to another day because they don’t have anybody that wants to work tomorrow? What? But I could have worked. They seem to think it’s OK to upend my schedule for their convenience. When I call customer service to find out why and I explain to the person answering the phone that I’m not having a good day over this and that I am upset over their Poor planning, she then gets rude and tells me “Im coming in hot” and proceeds to antagonize me. I asked for a supervisor and was told they don’t have any so I will have to wait 24-48 before anyone can call me back. That’s unacceptable. When you have my merchandise sitting in your warehouse and you accepted responsibility for it, I deserve to know where it is and when I’m receiving it. FragilePak seems to think it’s ok for customers to be inconvenienced by their poor planning and lack of communication. They are a logistics company and planning is crucial to the job. To be insulted and inconvenienced is frustrating. Now this will be two days of missed work and by reading other reviews, it probably won’t happen next week either. When they make commitments to customers they should honor them. This is not like receiving mail in the mail box. I think Fragilepak’s inability to confirm dates or if they have the ability to actually perform a delivery before scheduling it is essential to the process for the customers. I want my delivery to occur as previously planned the 18th.

If you buy anything and they are the shipper. Just decline and send pack the item. They aren’t trustworthy and efficient. I’m on my 4th time waiting to get an item delivered.

I could also write a long list of complaints but am over doing so as I've had to do that multiple times for Tempurpedic that uses them. Unbelievable that a company that sells such a highly rated product has decided to go with such a starkly TERRIBLE company to deliver its expensive products.

I have never encountered such a high level of incompetence with a company...especially one that purports to be "white glove".

Unfortunately, it has made me pause on wanting to ever buy Tempurpedic mattresses again as a result... that is, if Tempurpedic continues to use FragilePak as their delivery service.

Absolutely infuriating and they wasted tons of our time. We're still waiting on our bed to be delivered a month after it's been ready for delivery.

A failure of a company.

Delivery was initially scheduled by fragile pack for a day the warehouse was closed. We rescheduled using their online scheduler and the day we scheduled was supposedly unavailable which we did not find out until it was delayed again and automatically rescheduled to the nearest available day. Once again they were unable to deliver despite the warehouse being ten minutes away from my home citing the weather as being too severe to make the delivery. Leavenworth is a small town and the warehouse is only about ten minutes away. When the weather was cited there was no rain or snow present outside. We had to call to even try to reschedule our delivery and were told they wouldn’t be able to deliver it for another week. At this stage it’s been over a month since I placed my order. I just PCSed to fort Leavenworth and am in need of much furniture for my home both for myself and my children. I ordered the needed furniture online through the PX and while everything I needed was promptly delivered by other vendors the last few items I need have not been delivered and those are solely from this provider.

I have to say that this is a huge disappointment as they would not even let me drive to the warehouse to pick it up myself citing that it would take at least a week for them to allow that despite them acknowledging that it was pre approved for me to do so. At one point they told me I should reach out to the company that I purchased the item from to remedy the situation when the issue is squarely with fragile pack and the tracking information confirms they have the item in their possession at their warehouse.

I am seeing other reviews on here citing similar difficulties and fragile packs responses are all the typical weak non answers you would expect of a politician so I cannot say I am surprised. I should have done my research first before ordering these items and had I seen these reviews I could have saved myself the trouble. I will not be purchasing any items that use fragile pack as their vendor for deliveries any longer.

as of writing this review I have YET to receive my items. I will or course update my review when I do receive them IF I ever do.

Fragilpak was tasked with delivering two items. The day of delivery was scheduled with the 4hr time window. That came and went without any contact. I reached out to the company who advised me to wait longer as they themselves could not contact the driver. Time went by with a representative making a phone call stating delivery would not happen. However, the representative advised delivery can take place the following day. I received no contact the day after so I called. I was delighted to speak with the nastiest customer service representative. An employee that has no business being in this field of work. She made sure she could not help me, she would not help me, wouldn't even listen to me as she felt the need to speak over me, and then refuse the transfer to a superior. Two emails since and calls to the original purchase company have resulted in absolutely no progress. These reviews are reoccuring. It seems like the businesses that contract out to them should take note of these issues. For the automated response here is my tracking number.....735U2298701

Delivered a large icon toolbox from Harbor Freight to Fort Wayne area. A little concerned after reading reviews for Fragilepak, but have to remember most people will post a review mostly if problems are encountered.

At first, they text'd and emailed a request to fill out some questions and select a date from a couple days to choose from.

They then sent confirmation and a text/email day prior of delivery telling of 4 hour time window. The next morning, they sent a text about 45 minutes prior to arriving.

They showed up and promptly unloaded and wheeled it up driveway into garage. Then unpacked, asking if everything was ok, then took pictures to confirmed what they did. They did everything as well as i could have expected.

I can not comment on how they handle any problems because i did not have any issues and did not need to contact the company itself.

Fragile pak never called with a delivery window. I've called and emailed many times to no avail. It's our Lakehouse so I'm not driving there hoping they show .their customer service is bad

I ordered a six piece sectional from AAFES and FragilePak was the company assigned to deliver. I was worried after reading some of the reviews but was absolutely satisfied with the service I recieved. Not only did they bring my sectional two weeks EARLIER than I was suppose to recieve it, but my light grey and white couch was pristine with no damage and not one speck of dirt. Each piece was wrapped in layers of plastic, foam and cardboard. I was emailed a link to schedule, given a day only two days later with a scheduled window of 11 to 3. The company notified me at noon that they were on their way and they promptly arrived at 12:30. The guys that delivered were so nice and careful and went way out of their way offering to place the couch in the living room instead of the front room and asked if we needed any help with anything before they left. They were very cautious not to hit anything or damage our items or house and even closed up all of our doors when done. I did not get their names but maybe the company can see it on my order number because they definitely deserve a special shout out and some recognition!!!! Never had such a quick and easy delivery with such amazingly efficient and nice workers. Order number 263U2157513 in El Paso

Only because I can't give them zero stars! The company e-mailed me to say my delivery would arrive in a four hour window. They said they'd contact me via my mobile phone. I replied they needed to call my work phone and they confirmed that. I was already at work and my wife on her way, when she got a Ring notification they were there. No call to my office and when I called the company I got numerous runarounds. Now they’re telling me this supposedly White Glove delivery won't be until Monday. They won't admit their mistake and see no issue inconveniencing customers! Horrible delivery service and horrible phone service. AAFES, stop using this company!

UPDATE: I spoke with the gentleman in Henderson, NV who is in charge of improving the company’s operations. He promised to work the issue and our couch was delivered the next day. I hope his efforts to improve FragilePak are successful, but I think much of the local people may need a lot of training and re-training.

Alright people I am back with my review and experience with FragilePak service. I honestly have to say FragilePak did their job! I called, after numerous times trying to use the link they gave me, that didn't work, and set up a delivery date. September 18th between 7-11 am. Received a call stating my delivery will be at my home in 30 minutes. It was! However the part I didn't like is they will only place your delivery in a dry area like your porch or garage. The movers can't unpack or help you unpack your delivery. They actually have a 10 minute window on the delivery process! No more customer service!!!

The worst company that I've ever worked with. They treated me like shi*t. Please stop delivering. I need you to be out of the business. You are killing the company what you work with. You're saying that you are going to deliver both they never arrived. Any phone call. Nothing. -5 star. Not a white glove company.

Hey Fragilepak, who did you guys bribe and for how much to receive and still have any contract with the military exchange? Can’t make it any less obvious?

If I could give zero stars I would. Had a delivery scheduled for today with a window of 9-1. After 4:00 rolled around I called and of course no answers were given as to why I hadn’t received my delivery. The call center is totally useless except for canned apologies and rescheduling. Now I must set aside another day in hopes that the miracle of delivery actually takes place.
I can see by online reviews that they have a habit of disrespecting customers. Totally unprofessional and irresponsible behaviors from a company as large as they seem to be. Fragilepak, you are horrible!

Super frustrating. Ordered a sofa from Dream Sofa on June 21. Fragilepac picked up the sofa on August 6. Dream Sofa said that they ordered expedited shipping and it would take 2-3 weeks for the sofa to be delivered. To make a long story short, it is August 27 - exactly 3 weeks from the day Fragilepac picked up the sofa - and it hasn't been delivered. I emailed and called both Dream Sofa and Fragilepac. Fragilepac gave conflicting information via email...the sofa will be here this week...no, next week...no, we don't know where it is, when it will be here, or when it will be delivered. Dream Sofa then said that Fragilepac should have the sofa at the local warehouse tomorrow (8.28). I paid for white glove delivery. I will update the review when the sofa arrives.

9/4/24 Fragilepac confirmed yesterday (three times) that the sofa would be delivered this morning between 9:30 a.m. and 1:30 p.m. To make a long story short, it didn't happen. I called and spoke to customer service and they said that a delivery could be made any time over several days regardless of when they have confirmed the delivery.
9/5/24 The sofa was delivered today but I'm sure its only because I was such a pain. Good luck to anyone stuck with this shipper. Reducing my rating from two stars to one. Gave two initially because customer service is responsive to emails. Reducing to one because the information they provide is completely worthless and/or unreliable.

We ordered a piece of furniture to be delivered and the assigned company was FragilePak. I received an automated text on Thursday, August 15th to schedule delivery. I scheduled for August 20th and received a text message confirmation. On the 19th, I started receiving a ton of automated texts from FragilePak to schedule a delivery date. I assumed it was a system glitch because I’d already scheduled. The text provides a link and suggests to email through the link to get in touch with customer service. They do not provide a phone number. I emailed twice, at 9:21am and 2:08pm, but no response. I continued to get many automated texts and calls to schedule. Finally, I had to search for their customer service phone number. The representative contacted the warehouse and came back to say they claimed they “can’t deliver on the 20th because the government won’t allow them to come on the base”. They had apparently cancelled my delivery several days prior without notifying at all. We contacted the base visitor center to ask if there are any delivery restrictions and were told that deliveries could come at any time and the only requirement is a visitor pass. I called FragilePak to explain and was told the same lie that they are not allowed to deliver because the government says so. We took time off work and rearranged our schedule to be able to get the furniture into the house and set up. Now they want to reschedule for a different date and none of the dates can work for us due to work scheduling. I’m seriously appalled at the lack of communication and the blatant lying from their warehouse team and drivers. We now have to go through the Exchange customer service to process a return and purchase furniture elsewhere, which is more time and frustration. I have no idea why the military stores continue to work with this shady, unprofessional, and unreliable company.

Unbelievably bad company. They sent me numerous reminders about my delivery and it never showed up. I had to call 3x before they told me the shipment wasn't coming. I took the day off and ruined many people's schedules to be here for the delivery. They did not bother to call to say they weren't coming. Customer service is absolutely useless because they are all in another country. All I got was a notice to reschedule in a week after I spoke to several useless agents. I have no idea how I'm going to get my stuff but it won't be with this company. I'm beyond furious. Worst company ever.

Best advice, read these reviews! I don’t know how this company is still in business. 1 star is too much..Downright lied to me several times about delivery saying it was on the truck. When it clearly was not bc driver told me later his truck caught on fire days earlier and he canceled all deliveries. I waited all day, and finally called, she said driver called 10 minutes ago with maintenance issues. They even scheduled a date without letting me know. I only found that out when I called to check in bc they never called me. Unfortunately , I was out of town that time. I called Crate &Barrel for help and part of it finally came via Hot Shot on a trailer. I ordered 2 sofas and an outdoor collection Memorial Day Weekend. It arrived August 9th. Supposed to get “white glove service”. We had to assemble ourselves. Ditto to everything said in the other reviews.

FragilePak failed to complete its mission to delivery an entire route of goods to customers today! Rescheduling wasn’t even possible today! Completely unacceptable.
My delivery, of three (3) rooms of furniture did not occur. Delivery was scheduled between 11:30 and 3:30 p.m. After three weeks of waiting—for delivery, your process failed (delivery) and during the first call to customer service a delivery date could not be rescheduled! Why not? This is another process failure—to reschedule a delivery date!
At 2:32 p.m. an email and a text were received to inform me “…due to unforeseen circumstances...” delivery would not occur, yet FragilePak offered a ‘click here' to reschedule--that option didn’t work either. During this first call a rescheduled delivery date could not be made by FragilePak, however the customer service agent stated they were working on a Friday or Monday delivery and would get back to us; she stated delivery may not occur for another month as they only deliver on Thursdays! Yet, the website attempted some solice the issue will be resolved within 72 hours once a ‘confirmed’ delivery date is set.
I understand business logistics and agreed to a three week wait (you only deliver on Thursdays and Fragile Pak is overworked). However, waiting another month? This isn’t a regular delivery—it’s Fragile Pak’s attempt to mitigate the situation! I was informed it’s an entire route of deliveries that were affected by the company’s failure to replace the malfunctioning vehicle/trailer!
The business workday generally starts in the morning—yet, it took around 6 hours to inform me (how long to inform the other customers on the route?) What process failed in this instance?
Fragile Pak’s prime responsibility is to delivery the customer’s goods--as scheduled, without damage caused by the company. A mutually-beneficial business arrangement between the customer and a company!
In an attempt to identify the issue(s) and resolution, I call customer service again. The individual spoke with me as if I were and idiot, taking several minutes to explain the impossible task of getting another tractor and/or trailer. He did so by speaking over me! The worst customer service experience I have ever had! FragilePak failed, the customer service rep only wanted to tell me how irrational I was without addressing the problem—FragilePak’s failure to complete a mutually-beneficial business arrangement!
I have contacted AAFES and presented the situation and explained to them their business-arrangement with FragilePak should be reviewed. A senior manager will be contacting me tomorrow.
CC: AAFES/ CSM P.S.S., USA