Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:28/03/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Delivery scheduled for March 17, March 18, March 21 and March 27 and no delivery was made or notification received. Shipment requires a signature so each delivery date booked required me to take a day off work at an approximate cost of $***/day in lost income.
  
  Order has still not been delivered, no apology or offer of discount has been made.

  Business Response

  Date: 24/04/2025

  *** ********* ***** **** * **      ********* **      ******** **      ********** ************* ********* ********** *** *** ******** **** *** ********* ****** **** ******** * **** ** *** ******* ********* ** ***** * ******** ** ********* ** ** ***** **** ********* ***** *** **** ** **** **** ** ** ***** ** ******** ** **** ********* ** **** **** ** ****** *** ** ***** **** ********* ** ******** **** ********* ********* ** **** ****** ***** ** ******* ************ ***** **** ** ******* *
  
  ****** ***** *** ******* **** ***** ***** ***** ** ****** ********** ***********************
  
  *
  
  ********** ******** **********
  ******** ********* *** ***** *** ***** *** ***** ** *** *********** ** *** ** ******** *** **** ** ************ ********* ******** ******** * ********* ** **** ******** **** ****** ******** ** ** **** * *** *** **** ** ** *********** **** ** ******** ** **** *******
  
  ***** *** ***** *** **** ********** ** ******* ** ***** ** ******** *** **** *****
  
  ********** ******* ***********
  ********
  
  ********
  *** * *******
  
  ******* ********** **********
  
  ****** ******** ****** ** ******* ******
  
  ******* ********* ************* ** ********
  
  ** *********** * *******

   

   

  *** * ********

   

  Thanks for sharing Ms. Emily ******* complaint with us.

   

  Our team reviewed the details of this shipment, and we determined the following:

  ·        Shipment ********** was picked up from ****** ********* in Airdrie AB on April 21 and delivered to Ms. Emily ******* home on April 22 at 8:32 AM

  ·        This was “No Signature Required/Closest to Home”, a service level that does not require an appointment or notification of delivery date and/or time

   

  To support our response, we’ve included below all the facts *** ***** ******** ********** **************

   

  Facts

  ·        PRO (Shipment number): **********

  ·        Freight Bill/Order ID: **********

  ·        Shipper (i.e. Day & Ross customer): ****** ******

  ·        Consignee (i.e. the receiver of the ****** shipment): Ms. Emily *****

  ·        Origin: ****** ********* ***** ******** **** *** ******** ** *** **** 

  ·        Destination: Calgary AB **** ******* **** ****** *** ****

  ·        ****** load report dated April 21 at 13:53 (date and time when they loaded the trailer picked up by our driver. This location is a drop & switch service, which means that ****** loads the trailer and our driver goes and picks it up, and leaves an empty trailer behind)

  ·        Picked from ****** ********* on April 21, 2025 and brought to the Day & Ross terminal at 8:08 PM

  ·        Loaded on the Day & Ross truck on April 22 at 7:22 AM

  ·        Delivered on April 22 at 8:32 AM

  ·        Delivery terminal: Calgary (** *** *** ******** **** ****** ********* ** *** ****** **** ** ************

  ·        Day & Ross Service Level: R1NS (Residential No Signature Required/Closest to Home); for this service level, the shipment does not require an appointment, which means Day & Ross does not notify the consignee (receiver) of the date and/or time of the shipment. The delivery driver will drop it off in a safe place as defined by our service agreement with ****** ****** and illustrated on our website ************************************************* and in the ******** Home Delivery Guide. **** ******* ***** ******** ******* **** ** ****** ****** *** ********* ** *** ****** *******
  
  ********** ************* **********

  ·        ****** **** ******
  
  *        *********** **** *** ************** ********** ****** *****
  
  *        **** ******** ***** ********* *** ******* ******
  
  *        ******** ******** ******* **** *** *******
  
  *        ******** ***** ** *** ******** ******

  ---

   *****We don’t have visibility to when the purchase was done. These dates don’t align with the trailer pickup date of April 21

  Customer Answer

  Date: 24/04/2025

   
  
  Complaint: ********
   
  
  I am rejecting this response because:

  
  
  This is not the order in question. The order that caused the issue was picked up from *** **. The ****** order listed in the message was received with no issues. 
  

  Sincerely,
  
  
  
  Emily *****

  Business Response

  Date: 28/04/2025

  Shipment number (****** **********
  Origin: Charlottetown,
  PEI
  Destination: Calgary, AB
  Shipper/Bill to account
  (Day & Ross customer who paid for the freight): *** ** ********
  Consignee: Ms. Emily
  *****
  Based on the timeline of
  events included below, Day & Ross had to wait for our customer (*** ** ********) who paid for the freight to advise on service delivery
  specifications. On March 17, the shipment was out for delivery as scheduled
  when we received a request from our customer to change the delivery address. We
  followed our standard protocols as outlined below.
  
  Timeline of events
  March 17: appointment
  booked for March 17; when the shipment was out for delivery (on the truck), we
  received a letter of authorization from our customer, *** ** ******* (Liana
  ***** – ******************************)
   to change the delivery address (called a reconsignment) – s** **********
  March 19: Because this
  was an oversized shipment that could not be loaded safely using a tailgate, we
  called the customer (*** ** ********) and spoke with Liana ***** to see if we
  could break down the skid (i.e. break it down into smaller pieces for safe
  handling). At this point, the customer said they would get back to us.
  March 21: We called the
  consignee (receiver) at the number provided by the shipper (************), but
  no one answered
  March 25: Our customer
  asked not to break down the skid
  March 26: The shipment
  went out for delivery, but it couldn’t be delivered because no one was home to
  receive it
  March 26: We called the
  consignee (the receiver) and left a voicemail to book an appointment
  March 27: We booked the
  appointment for delivery the next day
  March 28: The shipment
  was delivered. The driver had to break down the skid at consignee address to be
  able to unload it
  
  Notes
  Since
  our customer (i.e. the shipper, *** ** ********), requested a change of
  address while the shipment was out for delivery, the driver had to bring
  it back to the terminal, so our planning team could dispatch it to the
  delivery driver assigned to the area where the new address was located.
  Our
  customer provided the wrong phone number for the consignee on the Bill of
  Lading: *************
  Only
  the shipper (i.e. our customer, bill to account) has the authority to make
  changes to a shipment in terms of address change or service specifications
  

• Initial Complaint

  Date:14/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Description of problem
  On Friday, August 19, 2022, I bought a loader/bucket from ******* *********** ** *** ********** 
  
  The following Tuesday (August 23), I requested a quote online from Day and Ross to have the item (loader/bucket) delivered to *** ******* **** **** ** ***** *** *** *************** ******** *** **** ************* ****** **** ** *** ********* 1. The quote number is ******
  2. Written on the document "Address details", and under "Consignee Details" is written "Ronald ****** *** ******* **** **** ** ***** *** *** ***"
  3. Nowhere on the document does *** ******** **** ********* ** appear.
  A price was not quoted on the document in which case they said I would receive a separate email from their quote team.
  By Thursday, August 25, I had note received the email with the quoted price so I phoned Day and Ross. They then sent me quote ********* that had been issued on August 23. *** ********* ******** *** **** ************ ****** **** ** *** ********* 1. The quote number is ********* (The same number as on the previous document *** *****************.
  2. The destination address is **** ** ***** ** 3. The price is $******* On Tuesday, August 30, I paid in full for the service *** ************. Note on the document:
  1. The amount paid: $*******
  2. The invoice number ********* The following Monday, September 5, almost a week later, I had not received any indication that Day and Ross had picked the item up. I phoned Day and Ross and no one answered. I then contacted the online chat hoping to contact someone from Day and Ross to no avail. Later I realized they were probably closed for the Labour Day weekend. I phoned the following morning and spoke to Bill and he confirmed that the item had not been picked up and that he was going to schedule it for pickup that day and that I should expect it to arrive at the beginning of the following week. Later that day (Tuesday, September 6), as a result of the chat I had started the day previous, I got an email from Emmanuelle **** saying "I have put this back on the board for tomorrow and sent an email to our terminal" In other words, both Bill and Emmanuelle confirmed the item had still not been picked up by Day and Ross in New Brunswick.
  
  On the evening of Wednesday, September 7, after having got home from work, I discovered a message from Renalyn ******* *Day and Ross) saying the item had arrived in Winnipeg....?!!! From New Brunswick to Winnipeg in one day?!!!! *** ********! Needless to say, I was confused. Was this really my item that had arrived? Did they have me confused with someone else? Were Bill and Emmanuelle accurate in saying the item had not left? ??????
  
  Renalyn and I scheduled to have the item delivered Monday, September 12 at 10am. I hired a bobcat service for $*** to unload the item from Day and Ross' truck. At 8:30am, I phoned Renalyn ******* at Day and Ross to confirm the appointment. The bobcat service was very punctual. After waiting a short time past 10am, I phoned Day and Ross. To make a long story short, they were going to deliver the item to *** ******** ***?!!!! Where did they get that address from? Never, did I share that address with Day and Ross! Note the address on the original quote ****** *** **************** ** **** ******* **** **** ** ***** *** *** ***** **** **** the address on document *** Quote.pdf", (essentially the same quote), ********** ** ***** ** ***** ***.
  
  First, Renalyn said she needed authorization from ******* *********** to change the address....? What does ******* *********** have to do with where this is shipped?!!! The item belongs to me and I hired Day and Ross to ship it!!! Should they not ship it to where I want?!!! At any rate, I gave Renalyn ******* *********** phone number and she said she was going to phone them. After a short wait, nothing appeared to be happening. I contacted ******* *********** and they confirmed that Day and Ross had not contacted them yet. I tried numerous times to contact Renalyn once again but got no answer. Finally, at 11:54am, it became apparent to me that Day and Ross had no intention of resolving this issue and delivering the item. *** ******* *** ***** ** ******* **** ***** *** ******* *** ***** *** ***** **** ****** ******* ***********, get the okay to reroute the shipment and contact the driver of the truck with the new address. ******* It could have been done in less than 5 minutes! In the end, I told the bobcat service to go home and I lost the $*** and I then sent Renalyn an email explaining that the item should have been delivered to *** ******* **** ********* ** **** ****** **********  Two days later, on Wednesday, September 14, I got an email from Renalyn saying that to deliver the item from their Winnipeg terminal at *** ******* *** to *** ******* **** I would have to pay an additional $********!! (included in your copied documents)
  
  I responded to Renalyn's email on September 19 (included in your copied documents). Basically, I explained that the item should have been delivered to *** ******* *** as indicated on the quote, ********* which I paid in full. If they were not willing to fulfill the contract, then I would expect a refund comensurate with the cost of the portion of the contract they were unwilling to execute which Renalyn had calculated to be $******.
  
  Requested resolution
  I paid to have the item delivered to *** ******* **** **** ** ***** *** Day and Ross are not willing to fulfill that portion of the contract. Therefore I will pickup the item from the Winnipeg terminal at *** ******* *** and I will therefore seek a refund comensurate with that portion of the contract they are not willing to execute which Renalyn has calculated to be $****** (the cost to deliver the item from the Day and Ross terminal at *** ******* *** ** *** ******* ***).
  
  Resolution that I will not accept:
  Day and Ross attempt to deliver, once again, the item to *** ******* **** Already tried that and I paid $*** for bobcat service and Day and Ross failed ********** I am not going to pay another $*** for bobcat service again and face possibly losing it again! ********, I am fedup with Day and Ross. *** ** *** *********** ** ****** *** ********** *** **** * **** ** ** **** ***** *** ******* 

  Business Response

  Date: 13/12/2022

  Hi there,

  We were able to remove $****** *rom the original bill. 

  The refund will be processed today. It can take up to 5 business days before he sees it on his credit card.

   

  Sheena ****

  Manager, Customer Care
  Day & Ross

  ** *** ********
  
  ***********