Complaints

This profile includes complaints for Day & Ross Freight's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Day & Ross Freight

  398 Main St Hartland, NB E7P 1C6

• 

  Day & Ross Inc

  2740 Sheffield Road Ottawa, ON K1B 3V9

• 

  Day & Ross Transportation Group

  11470 131 St Surrey, BC V3R 4S7

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:21/05/2025

  Type:Customer Service 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.

  They told me the estimated delivery date is may 14, and it’s already 21. Just arrived my city but haven’t contact me yet which means I won’t get it in next few days. I don’t understand why it’s always being delayed.

  Business Response

  Date: 26/05/2025

  Hello *****,

  Unfortunately we are currently experiencing higher than normal freight flow causing a slight backup in deliveries.

  I do see that the order was received in Kelowna on 5/21 and that it was delivered on 5/22.

  We sincerely apologies for the delay and frustration that caused the late delivery.

• Initial Complaint

  Date:04/04/2025

  Type:Order 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.

  I want to reiterate what most people have experienced with Day and Ross.
  It is brutally slow (repeatedly) to get to a customer service rep.
  D&R had my package for days without a single attempt to communicate with us.
  I called April 3, 2025 to see where the delivery was at as the useless tracking site showed it was estimated for that day (which we took off work, our bad). It was a no show so I called that afternoon to get a handle on this and the rep told me that there was a delay at their end, but the delivery was set for tomorrow morning. He even guaranteed it after putting me on hold and calling the relevant department. He agreed to pass on my cell number to call 1 hour ahead prior to reaching destination, as they always do....according to him.
  We took a second day off work and again a no show in the morning.
  Called back Friday just before noon, and again waited forever before the rep picked up. Explained the situation and got a completely different answer. This guy said there is nothing scheduled and that the warehouse is supposed to call us first to arrange a day/time, and that there is no guarantee the driver will even call ahead of reaching destination. He said they should have called by now, so he sent them an internal message to remind them to call me...WTF!
  
  Anyway, completely disgeusted with Day and Ross, and my opinion aligns with research I did on them.

  Business Response

  Date: 06/04/2025

  Good morning,

  Please accept our apologies for the misinformation. To address some of your concerns, we are aware of the increase wait time over the phone and are actively recruiting to be able to support you better. 

  Since the consignee is a private residence, it does require a delivery appointment to be made before delivery is attempted. I now see that an appointment has been solidified for Tuesday April 8th between 0800-1700. I would be happy to follow up and ensure that the delivery appointment has been met, so you do not need to take any unnecessary time off of work. 

  For your inquiry on a $300 reduction, you would need to contact the billing party on this shipment, ******** ***** **** as we are billing them directly. 

  We would be happy to follow up with our Customer Service group for coaching purposes to determine the discrepancy in the information provided. 

  If you have any further questions, please do not hesitate to contact me directly at the email below.

  Kind regards,

  S***** G***

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

  Customer Answer

  Date: 07/04/2025

   I am rejecting this response because:

  Staff at D&R specifically confirmed the delivery for Friday April 4th, and I made that very clear in my original complaint. As a result of that, I took the whole day off for no reason.
  Also, why would I want you to credit the shipper when they are not the ones affected by this imposition. If you credit the shipper, I am no further ahead, or you then cause the shipper overhead in order to issue a credit to me, which they will obviously not do.

  If you are concerned at all about the error you caused, you would simply issue a compensation payment to me directly, which I feel is quite a fair value. Further to that, please address this issue with your staff. The initial rep clearly did not know what he was doing. Furthermore, you did not address my (and everyone else's) concern regarding the length of time it takes to get a rep on the line.
  

  D*** T*****

  
  

  Business Response

  Date: 08/04/2025

  D****

  I wanted to respond to your rejection to acknowledge that we are aware of the recent staffing challenges you’ve experienced and understand the impact it may have had. Please rest assured that we are actively working to resolve these issues as quickly as possible. Our team is putting in extra effort to ensure that we can return to the high standard of service you’ve come to expect from us. We have started the process to listen to the call where you were incorrectly advised last week and will absolutely coach accordingly.

  I have confirmed with the terminal that they are aware of your appointment for today, and the shipment will be delivered within those agreed upon hours.

  Unfortunately, we will not be able to compensate you directly, as we have not billed you, therefore we have no invoice to adjust. We will reach out to the billing party to advise you are unsatisfied and may request compensation from them. 

  Please reach out direct should you need anything else,

  Kind regards,

  S***** G***

  Manager, Customer Care
  Day & Ross
  T* *** ********

• Initial Complaint

  Date:24/03/2025

  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.

  March 12: $2k order placed on line Mar 12 (******)
  
  March 19: Called Day & Ross Wed to find out what is going on as their site says sitting in C****** since March 16.
  
  They told me it was a mistake and it needed to be transferred to a 3rd party. It would be delivered Friday, March 21 so I took a day off work. I earn $1k per day so this is not a small amount.
  
  Called Friday. Still not transferred to 3rd party but will be done today and delivery Monday, March 24 by noon. So I had to take another day off at $1000 per day. Total lost because of their lies is now $2000
  
  Today (Monday) called them and it still has not been transfered and is a 2 man operation
  
  Asked them why the lies on the other 2 calls. Just like a politician, no answer. Just kept explaining over and over again about their process. No answer
  
  Spoke to Manager. She said she will look into the "coaching opportunities". I asked for a call back to find out what happened and was denied. Hung up and called ****** on line
  
  March 24: Called ******:
  New excuse from Day and Ross - apparently it's ******** fault as they did not respond to shipping approvals. Costco guy confirmed that is also a lie and is forwarding this to their investigations office as lying is not acceptable.
  
  I still don't know when this will be delivered. Estimated delivery was March 22.

  Business Response

  Date: 28/03/2025

  We sincerely apologies for the experience received on this order.

  As per our partner carrier, the order was received on their end and they where now calling to schedule a delivery appointment with you.

  I do see in our notes that an attempt was made yesterday, but have not yet gotten confirmation that this was scheduled.

  If you have not done so, please contact our partner to settle your appointment and secure your delivery.

   

  Business Response

  Date: 28/03/2025

  We sincerely apologies for the experience received on this order.

  As per our partner carrier, the order was received on their end and they where now calling to schedule a delivery appointment with you.

  I do see in our notes that an attempt was made yesterday, but have not yet gotten confirmation that this was scheduled.

  If you have not done so, please contact our partner to settle your appointment and secure your delivery.

   

• Initial Complaint

  Date:05/03/2025

  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.

  On February 19th, 2025, I created an order to have a package returned for a refund to be processed by *** **** ****** They provided the return shipping through Day & Ross and advised me they would contact me within 24-48 hours to schedule a pick-up. On February 24th 2025, they contacted me and scheduled a pick-up for February 25th 2025.
  
  The driver arrvied in the afternoon, I helped load the package onto the dolly, and provided the driver with the paperwork from Day & Ross marked 'driver copy' which will be provided here.
  
  Today, March 5th 2025, I noticed the refund still had not been processed. I spoke with The **** ***** who stated it is a courier issue and would need to be handled by them. After several attemps to contact Day & Ross through live chat and phone, there was no successful way to contact them.
  
  According to their tracking system, my package is still in a warehouse in M**********, O******. Day & Ross offers no real way to contact them and all lead to dead ends.
  
  The only resolution I'm accepting is my package being delivered. Deliver it to it's destination. I don't care if you have to walk it there.

  Business Response

  Date: 21/03/2025

  Good day P*******

  I have confirmed with our team and the order was delivered back the The **** ***** on March 11th.

  Unfortunately with the integration of our new system, the tracking was not updated accordingly on our end.

  I have personally informed The **** ***** and advised our team in order to manually input the details and process the delivery on our systems.'

  We apologies for any delays and frustrations this has caused on your end.

• Initial Complaint

  Date:16/10/2024

  Type:Customer Service 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.

  Complaint Summary: I have been trying to arrange an LTL (less-than-truckload) shipment pickup for the past three weeks, but it has been rescheduled six times without success.
  
  Details of the Issue: Initially, there was a lack of clear communication regarding the pickup requirements. I was informed after three failed attempts that someone needed to be present at the site for the pickup. Upon learning this, I arranged for a person to be onsite during the required three-hour window.
  
  Subsequent attempts to reschedule have been even more frustrating. One time the driver arrived at the building but did not go to the storage unit as instructed and left without picking up the shipment despite someone waiting there for them and having my phone number and being instructed to call me 1 hour out from pick up. On two occasions, despite having a confirmed reschedule, no driver was dispatched, and no communication was made to customer care regarding the issue. Each time, we had someone onsite (for which we paid), only to find that no driver arrived.
  
  When I asked for an explanation, I repeatedly received vague responses such as "I've emailed dispatch" or was told that customer care couldn't reach dispatch because "no one picked up the phone." I have requested multiple times to escalate the issue and speak to a supervisor, but these requests have been ignored.
  
  I can provide records of all correspondence with the customer care reps as well as phone calls with Day and Ross.
  
  The delay has caused significant financial losses, amounting to nearly $2,000, excluding the cost of the actual shipment.
  
  Requested Resolution: I am requesting immediate resolution, compensation for the costs incurred due to the missed pickups, and clear communication going forward. Additionally, I would like my case to be escalated to a supervisor for further review and to prevent such issues from recurring in the future.

  Business Response

  Date: 17/10/2024

  Good day,

  We sincerely apologies for the lack of information provided to you at time of scheduling.

  The rep should've mentioned that someone needs to be present at time of pickup to ensure completion this will be reviewed with our team to ensure all steps and requirements are provided to our first time consumers. As per the driver's failure to present himself at the requested location, we will have the operations team follow up with the driver to find out what happened and make sure this behavior is corrected immediately.In order to further assist with this request, we will require the tracking number starting by 3 letters and 7 numbers and/or the pickup number starting by 005. Once this has been provided, I will also be able to address the situation with our invoice department and see if there is anything we can offer to help alleviate some of the shipping charges that occurred during these failed attempts.

  We will be awaiting your response to further address these concerns with our teams.
  

• Initial Complaint

  Date:06/09/2024

  Type:Customer Service 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.

  We used the services of Day and Ross Freight through a third party online shipping company (Eshipper) to deliver goods from a PO to ******* Canada warehouse. In two separate occasions the tracking number showed as the goods were delivered to ******* warehouse, when in fact it had not been delivered. The freight company had no communication with us until after 30+ days on both occasions to informed us that the shipment had not been delivered because of the following;
  
  1) First shipment was delayed due to staff shortages on the freight QC depot, causing the PO to expire, and being unable to be delivered to the ******* warehouse. We were not informed of the parcel rejection in a timely manner, causing the PO to be expired with a loss of $9,000 CAD in sales and incurred an $1800 penalty from ******* due to non delivery of goods.
  
  2) On the second occasion, the same thing happened. The parcel was delayed and the driver attempted delivery to ******* without an appointment. The goods were denied and we again experienced a loss of $9,000 in sales and another fine of $3,200 for non delivery.
  
  On both occasions, the communication from the freight company was delayed and the tracking information shown to us was incorrect; impeding us from acting in a timely manner which resulted in loss of sales of $18,000 and incurred penalties of over $5,000.

  Business Response

  Date: 17/09/2024

  Good Morning,

  Thank you for bringing your concerns to our attention.

  We apologize for the inconvenience the delivery delays caused both yourself and the consignee and we are committed into investigating internally. Since we are billing eShipper for this shipment, any type of monetary reimbursement would need to be requested and come from them directly.

  In turn, they have channels they can follow show they decide to request compensation from Day & Ross.

  Again, please accept our sincere apologies,

  ****** ****

  Manager, Customer Care

  Day & Ross

• Initial Complaint

  Date:16/07/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  Day and Ross supposed to deliver my item last Friday, they should be calling me last thursday 11th July to make an appointment. Till today, I got nothing (July 16th). I called their customer support, waited for 1 hour, and nobody pick up the phone. The supplying company I ordered the item from called them yesterday, they say they're going to call me on July 15th but they never did.
  
  Ok so at 10am today, I've received appointment call from them, they told me its not commercial, so they have to send the package to a partner. The partner did not call me at all,I got nothing, so further delays. I want to get an affirmative answer, WHEN will my item arrive? WHO is the partner so I can track my item.

  Business Response

  Date: 25/07/2024

  Customer was contacted on July 17th, and issue was escalated within the delivering terminal. 

  Freight delivered on 17th

   

  Customer Answer

  Date: 25/07/2024

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21998900, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:02/07/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  DRM******* **s scheduled to be delivered 6/28/2024. It was not and now the package is stuck in their drummondville warehouse. I`ve tried calling (no answers), Chat (never any agents available). Emails (No answer).
  
  The exact same situation happened last week on another order and i`ve yet to hear from them.

  Business Response

  Date: 17/07/2024

  Good Morning,

  We extend our sincere apologies for the delay in both of your shipments being delivered. The Drummondville terminal has gone through a bit of change recently, but they have put processes in effect to rectify the situation. 

  Should you have any questions or concerns in the future, please reach out to me directly at ************dayross, and I'd be more than happy to help out. 

  ****** ****

  Customer Answer

  Date: 17/07/2024

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21931477, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:18/06/2024

  Type:Order 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.

  Good afternoon
  I ordered a pool heater from you, I see by the tracking it's sitting in Edmonton since Sunday. Day/ Ross wouldn't answer the phone and I can't get any response from them.
  I need to know it they are delivering it to my acerage or not. I have to arrange someone to be home to receive it as the gates are closed.

  Business Response

  Date: 19/06/2024

  Responded to Terry via email for his tracking number so we can troubleshoot the issue

• Initial Complaint

  Date:10/05/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  I ordered a soft sided pool from ******* on April 28th. They shipped it out with Day and Ross. The pool made it to Mississauga on May 2nd. Since then, it hasn't moved. I called the company and they told me they would contact the warehouse and follow up with me. They did not follow up. I tried their chat feature on the website, and the only reply it gives is "no representative available" and that they will email me back. They did not email me back until I got angry. I recieved 2 emails from customer service. I replied and received no follow up. I used the chat feature on messenger and they assured me they were looking for my package. I still have no update, and now I can't even track the package on the website. It is now May 10th, and I still have no information on my package.

  Business Response

  Date: 16/05/2024

  **** ***** has also reached to Day & Ross directly. I will continue to follow up with her regarding the loss of her shipment via email. 

  Customer Answer

  Date: 16/05/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21694453, and find that the reply is satisfactory. However, the issue of the item missing is still a current problem.