Fragilepak Reviews 350

The worst expience for a delivery ever!!!!!! 0 STARS!!
I get a delivery date. Then they push that out a week. Then they push it out another week. Customer service is horrible and very rude. Its like they forget they only exist because of customers. The package sat at the same dock for 2 weeks before they started moving it. They have lied to me multiple times. No itegrity in this company at all. DO US ALL A FAVOR FRAGILEPAK. CLOSE YOUR DOORS NOW!!!!!!!

Zero stars if I could. Believe the reviews. They are unreliable and customer service is useless. Read on for the details, or just avoid using them if you can. The shipping business is a smarmy one, but I feel like consumers deserve better and need to be vocal about unacceptable service.

Prior to scheduling my delivery, my husband filled out the delivery questionnaire, noting the delivery was on the first floor, but there were a few stairs (porch and walkway) to get into the house. Delivery scheduled for a Saturday. Two guys show up and are completely surprised and unprepared to get the two 71/2 ft boxes, clearly marked as weighing 300 lbs each on the shipping labels into the house. They get them off the truck and into my garage and say they need 2 more guys to get them into the house. We'll come back Monday with more guys, it's easier if we put the boxes in the garage than keep them on the truck, etc. They tell us to follow up with a call to the vendor and FragilePak (but oddly, at the time, not their company). We do that. FragilePak says the (third-party) delivery company isn't picking up the phone, probably because it's Saturday. Crazy thinking, but they can't just send somebody else.

Monday comes. No word from FragilePak. The furniture vendor's concierge service gets involved. Says they have also called FragilePak and approved more money for additional guys. Call FragilePak again myself. First I'm told there is no answer still at the local delivery co. Meanwhile, I know there's obviously an issue with money for more guys, which the vendor has said has been approved. I mention the vendor has approved money for extra guys, so now FP CS says they can't schedule the rest of the delivery until the money comes through on their end. So we'll hear from them about scheduling a delivery 24-48 hours after that. So it will not be moved into the house today (or tomorrow)? I ask. No, she says. Crazy thinking they might finish the job in a few days. Almost as crazy as thinking the service would be complete the day it was to be complete. What's more, it appears to be treated as if I'm scheduling an entirely new delivery, so my expectation is that it would be a couple of days to get an e-mail to schedule a delivery a week or two out. Meanwhile, car can't fit into garage with the furniture there and we are scheduled to go on vacation at the end of the current week. CS tries to put blame on vendor. "We are supposed to try with 2 people, and if that doesn't work, then they need to send money for 4 people."

That determination couldn't be made before the day of my delivery based on *your questionnaire,* the shipping weight, and the size of the boxes on *your truck*? CS again says it's the vendor, contact the vendor. I am beyond annoyed at this point with the finger-pointing and the lack of customer service. I ask if I can pay the cost right now over the phone. No, only vendor. I ask if they can give me a number for the company or find another to move the boxes and I will pay them directly. No, she doesn't know who I could call. Really? Because you have a local company you use here, apparently? I ask to speak to a FP manager. She says her manager will call me. I'm still waiting.

Call the vendor's concierge service and ask directly how this works. Concierge says FragilePak is supposed to determine how many people are needed to deliver the furniture beforehand (based on all the info they have and ask for) and if it needs more than 2, they are supposed to notify the vendor beforehand requesting money for 4 guys.

So, it's not entirely clear what the politics are in the background between vendor and FragilePak, but I know a couple of things. 1) The vendor is probably right that this is supposed to be determined beforhand. I can't imagine they would contract with a service that handles delivery this way as regular practice. 2) My gut strongly says the guys that showed up had no intention of trying to bring the boxes into the house before they got to my house. 3) This vendor isn't the only vendor having the same issues, with delivery not being completed.

In the meantime, what if I had no garage? Believe reviews that say the delivery was left in the driveway, or garage...for weeks. I would have more recourse if they had kept the boxes. Instead, they are being held hostage in the garage.

I resolved my own problem. I contacted a local junk hauler who is scheduled to come 4 days after what my delivery with FragilePak should have been. He will have 4 guys and remove the packaging. I may have some luck with the vendor refunding the "white glove" delivery charge. Their customer service has always been outstanding. FragilePak will do nothing, I'm sure

Truly a horrible company if you ever have anything that needs to be delivered Furniture Wise by a company called fragile pack do not allow your purveyor to send through fragile pack they are horrible I asked for a change of address got it handled after many many phone calls and emails had it scheduled to be delivered on Wednesday July 3rd through the agent fragile packs specifically called and had the piece removed from the delivery truck because they said we did not use the proper channels to get the address changed so we got in our vehicle and drove 80 miles each way 160 Mi round trip to pick up our own piece of furniture that included free shipping it had been sitting for over 2 weeks and their excuse was as they couldn't get the shipper to authorize the address to change also purchased it through another company called antique Farmhouse that I would run from and not do business with either they were terrible

Had my Tempur-Pedic mattress delivered today with no issues. Everything from scheduling the delivery on-line to the phone call 30 min in advance of the delivery window to the actual new mattress delivery and removal of my old mattress was 5 stars. Both of the gentlemen were professional and efficient.

Our new stove is lost in Fragilepak’s system. Got a notification that it was delivered but it was not. We called and they have no information. Wait times up to 45 minutes for no help. Latest was an update promised 5pm today. We have low confidence that it will happen. They can’t even tell us if the stove was delivered to the wrong address or if it is still in the warehouse or on a truck. None if the stuff on Fragilepak’s website such as delivery updates happened. Our street address number is displayed on our road in 5” letters so it’s hard to see how it could be missed and what about the signature required at delivery? They let someone else sign for it?
Update 6/15:
We received a call from a Fragilepak representative who is working to resolve the issue. That is good but the 36 hour delayed response means it’s now the weekend and it will be next week before he is able to resume the investigation. To us it means our stove might be out in the rain at some unknown location IF it was unloaded. Fragilepak doesn’t know because they never contacted the truck driver to our knowledge.

I spent a lot of time going back and forth with them and through AAFES, They never even call me to see what day works for me, they only do what they feel is best for them, and their OWN Schedule. They initially sent me a message that they would delivery on 4 Jun 2024 after ordering the item in Early May. When i ordered the items through AAFES, I specifically ask if i could take delivery on a weekend due to working doing the week days and they said yes. In my MANY Conversation with AAFES and Fragilepak, BOTH pointed the finger at each other with each saying it was the other responsibility to determined a date and time. Fragilepak said it was AAFES responsiblility, and AAFES would turn around and say they have no control over how they do their delivery. When Fragilepak first call me, they informed me that the SOFA was Broken, and I needed to reach out to AAFES for them to request it be returned, a Lady by the name of "Jody" who works for AAFES Online Customer Service went on and lied that I said they can deliver the Broken Sofa and they would set it up in my home and to see if i wanted to keep it or not and if not they can remove it and then return it back. ALL in ALL, I must spoke to at least SEVEN DIFFERENT AAFES Online Reps and each one told me SEVEN Different Things. Things gotten so bad call them, in the end i got a manager call "Hector" who was some what helpful and tried to get Fragile back to deliver on the 7th as scheduled after 3:30am, however, Fragilepak claim they couldnt honor or guarantee me the request, and they would call before to confirm. On 7 Jun 24 early Morning, Fragilepak called me and said i was scheduled for delivery between 8am and 10am, which to my surprise i told the person i wasnt going to be at home and i work doing the week day about a thousand time, and no one would be there. She went and lied also that i said I would schedule for another Day which I didnt say at all. I merely told her i wouldnt be home if they came before of my work, and there was a requested time for after 3:15am.
I called AFFES and the online Reps were NOT good at knowing their jobs and claimed it was nothing they could do and that it was up to Fragilepak, and I ask for Hector, but by then i was soooo Upset with dealing with AAFES and Fragilepak for OVER A MONTH NOW TO just do a simple delivery. The Whole Experience was a NIGHTMARE. I didnt manage to work with Hector, the AAFES store manager to have it deliver all excepte the sofa on 15 June, dont know it it will happen or not, and by the way they been so far, i am barely counting on it. Its just sad that you have to go through sooo much just to have basic items delivered what has been paid for, and not even consider what is best for the customer time to take delivery, versus what the Company think is best. Seem like FragilePak didnt care about you having to get off work with no pay to just sit at home waiting on them, compared to them try doing the same thing. Terrible Experience.

This is a follow up to my previous review for this company. I gave all the information they needed. I got an email and a voicemail telling that they are sending someone to unpack and assemble the recliner on June 17. I asked for a sooner service because I have the box in my family room since June 3. We have a birthday celebration on June 12. I haven’t heard from them since . The phone number which left a voicemail is not a working number. If you call it, it just turned off.

I ordered my item from the store on March 26. I had to refuse delivery on April 30 due to severe damage. I am now due to receive delivery after June 21. This simple purchase turned into a 3 month frustrating ordeal. The customer service reps were powerless to accommodate my needs or attempt to correct the situation their company caused. The supervisors were equally unable and unwilling to improve my situation. My advise? Only buy locally.

Absolutely awful experience with orders 263U1955775 and 263U1955789. I was willing to give them a chance after their first delivery no-showed me 2 weeks ago. . I had ordered a 180 lb. sofa, and a 200+ lb. TV stand, and I filled out properly that there was a flight of stairs to go up with this heavy furniture. But today they did show up, with 1 single driver that would not in any feasible capacity be able to carry this furniture upstairs by himself. After not calling, giving the faintest knock on my door, and expressing obvious disappointment that I was home, he attempted to get the TV stand up the stairs by himself for about an hour, and then he started to close up his truck to leave. I had to go outside and ask what was going on, and he said he would be back. I had already waited over a month and been no showed by this company once so I had zero faith that he would return and the driver left the furniture downstairs in the parking lot, leaving me to find someone to come help me carry it upstairs. I paid for this furniture to be brought upstairs and be assembled, and this should be embarrassing to anyone that works for this company. Absolutely the worst experience I have ever had and I will be filing grievances with the Better Business Bureau and any other organization I can.

Worst delivery company I’ve ever dealt with and I’m 63. Customer service does absolutely NOT ever respond to calls and emails. Not notifications as promised the day before or day of delivery (if they even deliver at all). Day taken off of work for no reason and no explanation! Do NOT under any circumstances let your order get shipped by FagilePak. Ask for a different shipper or buy elsewhere! Worst delivery company EVER!

The biggest joke of a company I have had the displeasure of working with. AAFES uses Fragilepak for furniture deliveries and EVERY time I have to expect I will have the service equivalent of a roast every time. The most recent experience, I had furniture delivered in Nov of 2023 with damage, I contacted AAFES and Fragilepak came out to pick the furniture up what I remember to be a month later. 6 months later on 14 May 2024, no refund. I called AAFES again and asked for a status of my refund and they have to get back with me and the furniture was received by their warehouse in mid-April. This means it took 5 months for Fragilepak to return damaged furniture! Before this round, Fragilepak called me to schedule delivery and I made a schedule date. Fragilepak came, unannounced on a completely different day and I had to tell them through my Ring camera that I was not available and I did not schedule delivery for that day. When I rescheduled, they didn't even show up. The company has no transparency and apparently nobody in charge as it is difficult to find a phone number. It is amazing they can run this sham business and manage to still work with corporations. What a joke, nobody will miss you when you are gone Fragilepak. AAFES, do your veterans a better service if you really care and use someone else, this is truly a shame!

FragilePak said they'd deliver on 01 May, and that someone would reach out the day prior to confirm the delivery window. Around 2pm the day before, I started getting nervous as I hadn't been contacted. There's no phone number listed, so I googled and found a number. Called it, and the call center person explained that they don't create the routes until 6:00pm so I have to wait until then. If I haven't heard from anyone by then, I can call back. At 6:10pm still no word, so I call back. This time they tell me I should have called earlier because the local warehouse is now closed. They tell me that someone will call me tomorrow (delivery day) to confirm my window. I never hear from anyone, and no one shows up to deliver my furniture. So, I call around 11:00am, and they explain that my furniture is not getting delivered today. At this point, I wouldn't have received any communication, just a no-call no-show. Unbelievably unprofessional. I demand to speak to a manager, who finally calls me back. He's apologetic and explains that he'll fix this for me and make sure it gets delivered tomorrow, I just need to give him 30 minutes to work things out with the local warehouse. 4 hours later he calls me back to give me the good news -- I've got a delivery window nailed down, 8am-noon tomorrow! So I thank him, but explain that the system is still showing no delivery window. He says it'll update in the next minute or so. I keep checking, still no communication or update. An hour later, it updates, but says the delivery is pushed back another day, and that someone will contact me a day prior to confirm my delivery window. So, I call back, the call center person explains that I spoke to the manager an hour ago when he gave me my window, but 17 minutes ago someone from the local warehouse rescheduled because they don't have a driver to come to my place. I'm now waiting for a call back from the manager... again. So far, it's been about 15 calls to the call center and FragilePak has not honored any aspect of their obligations. It's incredible that Crate & Barrel uses such a incompetent company to ship their furniture!

I ordered a kayak from Black Hall Outfitter 3/2/2024. It was shipped 3/8/24. The seller indicated shipping would be 7 to 20 business days. On 4/3 it arrived in Portland, which is only 5 hours away from where I live. It has been in a warehouse there almost 2 weeks. They now list 4/24 - 4/30 as the dates where I MAY receive the email to schedule delivery. It has now been 27 business days since the item shipped. I am very unhappy with the excessive delay and if I had known that it would be this long I would have ordered from a retailer who uses a more dependable shipping company.

Innocuous text messages that look like spam. No indication of what is being delivered. The kind of text you simply delete out of an abundance of precaution, and respond STOP. The text messages continue.
After several deleted texts, I finally breakdown and click the link the message to find there is a delivery date set for an item we purchased. Two weeks have passed. We accept delivery date and even get a confirmation text the day of the delivery - but our item was never delivered. No calls, no text messages telling us the item would not be delivered as promise, no answers to our email or text asking for status on the day of scheduled delivery. Then a text message arrives two days later asking us to pick one of two news dates for delivery that are 2 to 3 weeks from original promised date. Neither date works as we won't be here. Then and email arrives and tells us the delivery is set for a date we did not pick that is 4 weeks out. Still no calls no email responses even though we asked, left messages, emails, etc. We find out from where we purchased our item, that sits just 3 hours away in FragilePaks location. Simple solution - a good company to correct their mistake -would have been to get a pickup or step van and drive the 3 hours from their location to our house and drop our item off. Nope, did not happen. We left messages and asked for a supervisor to call, got nothing. We asked what happened, got nothing. Now to show how poor their customer service is we will get the same preprogrammed response telling us how sorry they are and thanks for being patient.... just like everyone else. Results matter. They are awful.

They have pushed back my delivery time each week for the last three weeks. The item is now confirmed to be with the local delivery station but I have not been provided more information about when it will be delivered. They have had my package for more than a month and I do not yet have it. I never would have ordered this item if I knew the wait was so long - I could have picked it up myself much quicker.

Fragilepak in Breinigsville PA has poor customer service. Unfortunately they do not know how to load a truck. Many of the employees drag their feet and behave as though they don't want to work. They will make up stories so beware. Stay away from this place at all cost.

Ordered two kayaks from Black Hall Outfitter's over a month ago and still no kayaks. Black Hall Outfitter's was no help with tracking my shipment and Fragilepak does not response intelligently to questions regarding ETA of shipment. I would have picked up the kayaks myself if I knew shipment was going to take over a month and a half.
If Fragilepak is your shipping company, get ready to wait and wait and wait some more. I've waited seven weeks and still no kayaks.

Fragilepak advised tempurpedic that the theft issue (order 735U1831417) was resolved between me and them. This is a lie. No one has reached out to me from fragilepak. There is a police report number also that no one has asked for. I gave this to tempur-pedic and fragilepak already. Clinton MS police report number 2024-003967. Officer Slade.

Absolutely horrible company and I feel sorry for anyone purchasing a Sealy or Tempur-Pedic bed that has to deal with these people. Terrible customer and incompetent. The icing on the cake was when Sealy was communicating with them (on our behalf) and they flat out gave false information to them on the actual situation. Almost 300 reviews with a 1.4 rating….enough said.

Nice guys delivered my tempurpedic mattress and base. Tipped them for being prompt and nice. Got ready for work and reached for my baccarat parfum and it was no where to be found. I place it in the same place everyday. Called the delivery guy and asked that they return the item that was not theirs and I was lied to. I was the only one at home and live with my husband. I use the cologne everyday. Called fragilepak to try to get some resolution and was given the runaround.