ComplaintsforFIDELITONE

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I scheduled a delivery of two mirrors I ordered from Rejuvenation for May 9th. When I called because there was no delivery I was told that the delivery was cancelled because BOTH mirrors were lost in the warehouse. I find that very strange given that Fidelitone received the mirrors on two different dates. I was then informed it could take up to two weeks to locate the items and there was no way to put a rush on it. Im waiting on these items for a remodeling project and very frustrated with the lack of customer service I have received.

  

  Business response

  05/10/2024

  Thank you for your inquiry, we are in communication with ******** Sonoma for approvals to deliver what was received in to our warehouse.  We apologize for the delays and will be in contact with you as soon as we have more information. 

• Initial Complaint

  02/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered furniture from West Elm (order #************). Had an "attempted" delivery on January 25 for a drop off. I made plans to be home to receive the delivery. No attempted delivery whatsoever. Called to see what happened. Was told the truck broke down and the delivery would be made January 27. January 27 comes around and I stay home all day again to receive the delivery. No show. But then I get an email from West Elm confirming the delivery was complete. I do NOT have my furniture. I call Monday and am told Fidelitone will reach out within 72 hours to schedule the delivery (so apparently this happens so often that there is a procedure in place).Meanwhile, the tracking has another "attempted delivery" on January 29. Again, no one came to my home. 72 hours goes by and no one from Fidelitone has called me. I call West Elm for the 4th time to see what is going on. They say they've contacted Fidelitone again and I will have to wait another 72 hours to get a phone call. They transfer me to Fidelitone to see if they can give me more details. I am told that the attempted delivery on the 25th was because the item was not on the truck. Which means I was lied to about the truck breaking down. I am then told that they are trying to locate my item in the warehouse--essentially, my item has been lost. The person I spoke to did not seem concerned with finding it and told me they have no updates to report and I will just have to wait the 72 hours for someone to call. I have no confidence that I will get a call and fully expect to start this whole process over in 3 days.

  

  Business response

  02/06/2024

  Thank you for your concerns regarding the delivery of your purchase.  I see that the delivery did occur today, 2/6 and we're extremely sorry for the delay. 

  Customer response

  02/06/2024

   
  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,
  
  *********************************

• Initial Complaint

  12/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I place an order from Pottery Barn/********-Sonoma (Order **************) for items to be delivered some by curbside and 2 main large glass cabinets by white glove delivery. I was originally scheduled a few weeks in advance for a delivery on 12/6/2023. I received a call the day before to tell me the items would not be delivered because there was no team to do it. I was then told I can reschedule my delivery for 12/13/2023. Again, I received a phone call to tell me it cannot be delivered again and pushed back another week to 12/20/2023. This is totally unacceptable because I hired help for moving the furniture once delivered and have had to cancel twice already. Not only this, but I am supposed to be out of town on 12/20/2023 and this has become a huge inconvenience. Now, I have rescheduled my trip out of town to be here 0n 12/20/2023 which the items need to be delivered as scheduled.

  

  Business response

  12/16/2023

  Thank you for your comments, we are so sorry for the inconveniences of rescheduling your delivery.  We will be in contact with our delivery teams in ******* to confirm that your merchandise will be there on the 20th.

  Customer response

  12/20/2023

   
  Complaint: 20995790
  
  I am rejecting this response because: The warehouse never called me to confirm delivery for today (12/20/2023) and once again for the 3rd week in a row my items were not delivered. I have been sitting here all day waiting for delivery and it's a no show. I have now been rescheduled 4 times with the next date being 12/27/2023.
  

   

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

  

  Business response

  01/05/2024

  We certainly apologize for this error in delivering your merchandise.  We have confirmed the delivery date of January 10, 2023 as the new date of January 3rd was not possible. 

  

  Business response

  01/05/2024

  We certainly apologize for this error in delivering your merchandise.  We have confirmed the delivery date of January 10, 2023 as the new date of January 3rd was not possible. 

  Customer response

  01/15/2024

  Complaint: 20995790
  
  I am rejecting this response because: Hello, My complaint was closed because I did not respond to the reply I received. However, I am still waiting for my delivery on 1/24/2024 so I have no resolution at this time for the complaint. I would like the complaint reopened until I can post my resolution for the complaint I have filed. Thank you,  
  
  Sincerely,
  
  ***************************;   

  

  Business response

  01/15/2024

  Thank you for your response, we see delivery is scheduled per your request.

  Customer response

  01/22/2024

   
  Complaint: 20995790
  
  I am rejecting this response because: I would like to resolve this complaint and any inconveniences by having all items delivered from the attached orders with the same white glove service the two main cabinets are receiving. As a result of the 3-4 original appointments missed by the company, with the last one being a no-show on 12/20, I have had to reschedule multiple times to push the delivery dates out. I have not been able to find assistance to help move the non-white glove service items.

  I have been out of the state on business and have not been able to make sure the curbside items would be moved into the home. Since all of the items are being delivered together, I would like to request they all be given the same white glove service. I explained to delivery customer service multiple times when my appointments were rescheduled how important it was for the items to be delivered prior to Christmas because I would be out of the state on business after the holiday and well into the new year. My mother lives in the home but she is unable to bring the items into the home without me there and because of the missed appointments prior to Christmas the movers we hired have refused to come back.

   

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

• Initial Complaint

  11/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed order via Pottery Barn Kids on October 12, 2023 for baby crib and mattress. Order # was ************. Originally order was supposed to be delivered via curbside delivery on Nov 10th. As a single mom I had to take the day off and remain home. On the night before Nov 9th I happened to check my Pottery Barn website and it said delivery was now moved to Nov 13th (Monday). Needless to say I was frustrated. Come Sunday night (Nov 12th) I check the site again and it stated delivery date now moved to Nov 15th (Wednesday). I check the status Nov 14th (night before) and now it's moved to Nov 17th (today). Last night I checked the email and delivery date moved again to Nov 20th. In the midst of this entire process I have called Fidelitone MULTIPLE times, spoke with ***** **** , ***** in escalation ***** They told me they would "email management and cc' important people". Yet my order keeps getting rescheduled. This is an important item of furniture- one that is paramount to keep my baby safe and comfortable. There has been zero communication FROM Fidelitone to me- to update me or apologize. I am simply being told truck is not at capacity yet to start the delivery route. And they leave me at a dead end. This is completely infuriating as a parent that a baby's crib is "just a number" and a baby's safety and comfort are irrelevant to this company. I also have to keep being home EACH TIME they give me a delivery date- again as a single parent that is financially straining. The resolution I desire is to receive my items (crib and mattress) ASAP and NO LATER than Nov 20, 2023. Thank you.

  

  Business response

  11/20/2023

  Thank you for your email, we see that your merchandise was delivered on Saturday, November 18th and we apologize for any inconveniences caused by rescheduling.  As a curbside delivery, no signature is required and our warehouses are encouraged to deliver when they're in your region.  We are sorry for the delivery dates changing during this process.

• Initial Complaint

  10/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Order ************ was placed from West Elm for one desk on Aug 27th. The delivery estimate was between 9/8 and 9/22. We scheduled delivery with this company for 10/7. We were given a delivery window of 4:30-6:30 PM for our order number with Fidelitone was: Order ************01. We heard nothing from them in our delivery window and reached out and sent both an email and left a message. An hour later at 7:30 pm, we received a call that the driver still had two stops ahead of us and they weren't sure he could complete his route. The stop directly ahead of us had 6 pieces of furniture to be assembled. We were told we could reschedule and canceled our delivery for Saturday evening. Now the rescheduled date isn't until October 27th 3 weeks later simply because the driver was unable to complete his route in the time frame given. This will be 2 months after our purchase, there was no communication day of delivery until we reached out to them and now instead of rescheduling us right away due to a failure on their part, we are told they may make it to deliver in 3 weeks. This is unacceptable at best. We offered to pick it up ourselves from the warehouse and were told we were not allowed so now my purchase which I have already been charged for is being held hostage.

  

  Business response

  10/10/2023

  Thank you for contacting Fidelitone regarding your recent experience; we apologize for the delay in your delivery.  We have worked with the local team and understand that your delivery is now scheduled for Friday, October 13th.  Please let us know if there is anything more we can assist you with.  

  Customer response

  10/10/2023

   
  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 as long as the delivery is actually completed on October 13th,
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order with West Elm on July 23rd, order number ************. The order consisted of one monte **** side table and one monte **** coffee table. The side table was delivered no issue so I mistakenly assumed that the coffee table would be an easy process as well. I got a notification that delivery has been set for September 28 2023. I paid over 200. 00 dollars for shipping so that's a bit ridiculous. It's actually with this delivery company, and has been since the 19th of August. Their wharehouse is less than 3 hours from me so to have to wait an additional 5 weeks for delivery is pathetic. If they can't deliver product in a timely manner they shouldn't be in the delivery business. I've called once and was told they could forward my "request" to the warehouse to see if that date could be moved up. I'm disaappointed that I shopped with a high end company thinking this would be a high end experience and it's been anything but that. In the future I will opt out of purchasing if I know this is the company they use for delivery *************************

  

  Business response

  08/30/2023

  Thank you for your review and information.  After further research, I understand that the delivery is now scheduled for Tuesday, Sept 5.  We do apologize; I believe our drivers were unable to locate your delivery address on Tuesday, 8/29 and this order has been rescheduled.  Thank you for confirming the address and providing directions for a smooth delivery next week.  

  Customer response

  08/31/2023

   
  Complaint: 20534402
  
  I am rejecting this response because:  this is the first I've heard of September 5th.  When I called yesterday (08/30) I was told my item would be delivered on 09/01.  Tracking also shows a delivery date of 09/01 which I provided in a screenshot.  While we are making headway with a date more suitable than 09/28 I don't understand the confusion. 
  
  Sincerely,
  
  ***************************

  

  Business response

  09/05/2023

  Thank you for your response, we certainly apologize for the misinformation. It appears that your delivery was scheduled for Friday, September 1st and was completed.  

  Customer response

  09/07/2023

   
  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,
  
  ***************************

• Initial Complaint

  05/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a King sized *************** foundations (this was recommended to ** by the store) from Tempurpedic on April 22. I was contacted on May 1 indicating that the ******** was ready to be scheduled for delivery. Delivery was set for May 5. On May 4, I was contacted to indicate that 1 piece of the delivery was missing so the delivery would have to be delayed. I was going out of town May **** so awaited notice that they had found the missing piece. I received that notice on May 8. Since I had not yet returned, I set up delivery for May 19. On May 19, delivery persons showed up & delivered 2 twin ********************** but the ******** was the wrong size (had ordered & paid for King ******** but Queen was delivered). I immediately called the ************ apologized & said they would take care of ordering the proper King ********. I shared that I was having guests for the Memorial Day holiday & asked them to expedite so that we could have the ******** by Wed or Thurs if that week. Those days came and went with no word. Today, Friday May 26, I received an email indicating that the item was ready to be delivered. I called to schedule delivery & was told that they could not deliver until May 31! This has been so frustrating! Tempur-Pedic has been very kind & offered to give ** a set of sheets for our trouble. We accepted this ******** do not blame ***********. I think they should build a relationship with a different delivery service.

  

  Business response

  06/07/2023

  Thank you for your review, we are extremely sorry that your merchandise was delayed.  I see that the delivery did occur on Wednesday, May 31st, please let us know if there is anything more we can assist you with. 

• Initial Complaint

  04/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I order two pieces sofa from West Elm, order number:323162917393, paid delivery fee for $309. Got a email from Fidelitone for Order Number ************** for delivery. I got scheduled for delivery on 4/8. They called me on 4/8 morning that their truck broke down. So it got rescheduled to 4/11. On 4/11, they didn't show up, and no communication from their end. I got another email about this order is ready for schedule delivery. So I called them, and they cannot gives me a direct answer for what happened. They called me on 4/14 that they can deliver it on 4/15. On 4/15, they didnt show up again, and I got the same email about this order is ready for delivery. At this point, I dont know if they even have the package, lost it or just not able to deliver. I want them deliver this sofa on a timely manner.

  

  Business response

  04/18/2023

  Thank you for reaching out  regarding your delivery, we are very sorry to hear about the lack of commitment in getting your merchandise to you as promised.  I understand that our Delivery Manager has been in touch and that your delivery is now scheduled for this week.  We will follow up with you afterwards to ensure your satisfaction and appreciate the opportunity to service you.  Thank you again.

  Customer response

  04/20/2023

   
  Better Business Bureau:
  One of the manager has contact me, and the sofa has been delivered today.
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed a West Elm order# ************ in February and at the time of placing the order it was stated that the nearly $300 delivery fee included unlimited local delivery. I've called several times this week to try to get my couch delivered that is at their warehouse; however, I continue to get the runaround. Supposedly, a new policy occurred on Tuesday of this week that states they have to get "permission" to split the delivery. I spoke with **** at FIDELITONE on Wednesday, 3/15 who stated that they had to get West Elm to approve the split delivery and they would call me back the next day. When I didn't get a call back, I called West Elm today 3/17 and spoke with ****** who stated that my request for unlimited delivery should be honored and FIDELITONE would have to update their systems so my couch could be delivered while the other items (dinner table, 2 living room chairs) are still in transit. She stated that she put a note in the system stating that they need to deliver the couch but advised me to contact FIDELITONE again to arrange the delivery because they make the decision to split. I called FIDELITONE, spoke to ******, she stated a supervisor/escalations would have to approve- no one answered so I left a voice mail. I called back this afternoon and spoke to ****** at FIDELITONE who transferred me to Asia (supervisor/escalations) who continuously tried to tell me that she couldn't make the decision to split the delivery and I would have to talk to West Elm. After going back and forth with her, she put me back in the queue and I received an email and text stating my order was ready for delivery and they would call or I could schedule it on their online system. When I clicked the link to schedule the delivery on their system, a message appeared that I couldn't schedule it because they were waiting for the items to arrive at their warehouse. If I don't get a call from FIDELITONE by Monday, 3/20 to schedule delivery for the couch I will cancel the entire order.

  

  Business response

  03/20/2023

  Thank you for your feedback, I understand that your order is now complete and is scheduled for delivery this week.  We certainly apologize for any miscommunication between West Elm and Fidelitone.  We will work with our partners to better understand their requirements for future deliveries and hope you enjoy your new purchase. 

  Customer response

  03/22/2023

   
  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,
  
  *********************

• Initial Complaint

  02/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased a king size mattress and box spring from ****************** on June 4, 2022. Contacted by Fidelitone for delivery to be on November 23, 2022. Delivery never occurred, we were told that the delivery truck broke down and rescheduled delivery for November 30, 2022, not the next working day which would have been November 25, 2022. On November 30, 2022 never contacted, could not contact anyone at Fidelitone who knew where the delivery truck was located, but never received the delivery. Contacted on November 31, 2022 by Fidelitone that they had lost the king size mattress and box spring and were looking for it, but it might take up to three weeks. I am not sure how you lose a king size mattress and box spring, it is not a small piece of furniture. They were never able to find the mattress and box spring so we had to reorder a new with ******************. Contacted by Fidelitone that the new mattress and box spring would be delivered on February 15, 2023. When mattress was never delivered, contacted Fidelitone and they stated that it is now rescheduled for February 22, 2023. This has become a viscous cycle and we still do not have the king size mattress and box spring. We are concerned that this is a scam by either Fidelitone or ****************** and there is no intention of ever delivering the mattress and box spring we purchased in June 2022.I will be filing a similar complaint against ******************.

  

  Business response

  02/23/2023

  Thank you for contacting Fidelitone regarding your delivery experience, we are very sorry for the delays in getting your new purchase to your home.  Our systems show that delivery was completed yesterday, February 22nd.  Please accept our apologies for the confusion and issues as our warehouses are experiencing a considerable amount of volume. We appreciate your patience and sincerely hope the final delivery was exceptional.  

*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. ↩