169 Customer Reviews
Review from Katie M
1 star10/22/2024
The worst experience. When their employee arrived, he indicated that he was told he would need to pack my furniture for a return. He expressed that he was also told - by FragilePak - that required packing would be minimal. According to the furniture's vendor - that is false. So FragilePak was indeed told that packing would be required. They anticipated packing the furniture. That your employees failed to ask questions in advance and came unprepared is on your company. I took off work to be here when FragilePak could arrive. Their employees looked at the furniture, made one phone call, then just left and told me I would have to reschedule for later date. No offer to fix it. No attempt to find the materials they would need to pack it. Just pass the buck to someone else. I made multiple phone calls to FragilePak and the vendor throughout the business day and, mystifyingly, they were unable to reach your own employees for several hours, and tell them to return and finish the work they were scheduled to complete. This is still ongoing. FragilePak has systematically failed and shows little sign that they will resolve it.Review from Robert D
1 star10/08/2024
Questionable Practices: Today I had a 5 piece desk delivered. They do not work with you on delivery. Just send you an email stating a day and time window a few days before delivery. I got an email they will drop furniture curbside or first dry area outside and won’t need a signature. This was done on the drive way with no knock or door bell ring for my family to know items were sitting outside for the taking. They did apologize for that. The real problem is my name was signed on the inspection sheet by the company themselves as all items were accounted for and in good condition. I was not in the same state when the delivery came. I have proof as it came in a email as the proof of delivery for *********.com. I was informed by email that they didn’t need my signature so it doesn’t count as a forgery. Once I realized I could not get anywhere with FragilePak, I called *********. They told me they are not aware or approve customers names being signed by a delivery company regardless if they require a signature or not. All my pieces arrived so this didn’t get pushed further by me. I do have the email trail and documents saved.Review from Jacobus B
1 star09/09/2024
One of the worst delivery companies I have every dealt with. We ordered coaches through AAFES and based on FragilePak's website, they said they will work with you "to schedule your delivery on a day that's convenient to you". (that's a direct quate from their website) Nothing could be further from the truth. They would only give us Tuesdays as an option for delivery which could only work for us if it was in the afternoon. They said they can't guarantee but will see if they could work it in. They said we needed to do a Time-Stop in order to get a specific time because again they only offer Tuesdays as a delivery day. I called their customer service that was not able to answer any questions besides just stating their systems must be "acting up", when I asked to talk to a supervisor, they said they will put in the request, and I will be contacted within 48-72 hours (that was almost two weeks ago). Long story short, we called AAFES and cancelled our delivery due to the absolute lack of customer service from FragilePak and their inability to actually honor what they state on their website. *****AAFES was amazing in all this, but they should really consider somebody else so they can stop losing money.
FragilePak Response
09/11/2024
Good afternoon,
I would like to personally apologize for the issues in getting your order delivered and the lack of customer service you have received from us. I take matters like this very seriously and want to help right away. If you could please provide the order's pro number (the one with a U in it), that would be great. Once we have the order's pro number we can get a senior level representative working on fixing the issue and provide you with an update and a solution in a timely manner. Thank you.
Review from Laura C
1 star07/31/2024
This business is absolutely horrible and any company that uses them is a business that I will not spend my money at. First FragilePak held my furniture hostage during a contract negotiation with the company I purchased my furniture from refusing to deliver or set up a date for delivery. Two weeks later when the contract negotiation was complete I had a delivery date set up. The company was a no show. I called them multiple times and was told each time "i tried to call the drivers and warehouse and no one answered. i will call you back when I hear back." I never heard back from anyone. The following day you'd think they'd reach out to set up a new appointment. Nope. I had to call them. Again I for ol' favorite line "i tried to call the drivers and warehouse and no one answered." Oh also i sent several emails with no answer.Review from Rachel S
1 star06/13/2024
One of the Delivery agents for Bed Bath and Beyond, specifically later items such as rugs and furniture. The fail to respond to inquiries, make up delivery windows and fail to show with no notice provided to the consumer. No text, no email and no phone call.FragilePak Response
06/20/2024
Good afternoon,
First and foremost, I sincerely apologize about your experience with our company for it certainly is not indicative of the level of service that we strive to provide.. I am sorry for the inconveniences that we have caused you. I see that this has been rescheduled for 06/20 due to needing a smaller truck because of the bridge clearance.
Our apologies again
Review from Lisa P
1 star04/03/2024
I wouldn’t recommend FragilePak for any delivery. I would ask the company what vendor they use for delivery next time. Bought item 3 weeks ago and FragilePak has rescheduled delivery 3 times! I really don’t expect my item to ever arrive. I called the company I ordered from to complain. When I call Fragile pack they cant even tell me where my item is and can only provide ESTIMATED delivery time!Review from Marc T
1 star04/03/2024
Scam company. 3 weeks I’ve been waiting for them to deliver my furniture from the final delivery center. They said it would be delivered one day and then never sent any follow up and have ignored 4 of my emails asking for an update.Review from Cammy T
1 star04/02/2024
Absolutely terrible service. Guy delivered my Tempurpedic mattress and did not set it up even though it said "white glove service" This was Saturday. They are supposed to return today and set it up but I have my doubts after reading reviews. Tempurpedic seriously needs to contract with a new company. The beds are super expensive and customers deserve better for what they are charging. I now have a bed I cant sleep in and a garage I cant park in.FragilePak Response
04/08/2024
We are extremely sorry to hear about the issues with the delivery of your order. We would love to help fix this issue right away. If you could please provide the order's pro number (the one with a U in it), that would be great and extremely helpful to us on our end. Once we have the order's pro number, we will pass it along to a senior level representative and get you an update and a solution to the issues with your order. Thank you for your continued patience and we look forward to fixing this issue in a timely manner.Review from Stephanie T
1 star03/19/2024
They have had my package for over a month and push back the delivery date each week. This has continued now three times and we are into the fourth week with no scheduled date of delivery. They are very slow to respond and offer no actual information when they do respond. I would not use any company that is using FragilePak for delivery.FragilePak Response
03/25/2024
We are extremely sorry to hear about the issues with the delivery of your order. We would love to help fix this issue right away. If you could please provide the order's pro number (the one with a U in it), that would be great and extremely helpful to us on our end. Once we have the order's pro number, we will pass it along to a senior level representative and get you an update and a solution to the issues with your order. Thank you for your continued patience and we look forward to fixing this issue in a timely manner.Review from Samantha L
1 star01/15/2024
Had a scheduled delivery and was told that it was canceled due to icy roads. I told them we don't have icy roads. When I tracked it, they had posted a picture of a snowy road with large pine trees. I told them that nowhere from Reno nevada to gardnerville nevada do we have mountains and large pine trees. I also sent them pictures of all the traffic cameras showing clear roads. They did not care and only offered one other day for delivery. I will not be home that day and was pretty much told too bad. This is hands down the worstexperience I have ever had with a delivery company.FragilePak Response
01/19/2024
We are extremely sorry to hear about this issue regarding the delivery of your order and complete lack of service on our end. We take matters like this very seriously and want to help right away. If you could please provide the order's pro number in an updated review, that would be great. Once we have the order's pro number we can get a senior level representative working on fixing the issue right away and can provide you an update with a solution as soon as possible. Thank you.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.