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:12/23/2023

  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.

  AxlHire was contracted to deliver a perishable item that was ordered, upon delivery date the package was "out for delivery" at 10am, at 4:29pm the package was "attempted delivery", it wasnt. I was home, and after calling the business the following morning at 9am, I was told the driver did not attempt as it was too far away. For 6 hours waiting for a call back to re-deliver, my package must not be destroyed because it exceeds the 48-hours in AxlHire's possession. My family will be without this special item for the holidays due to terrible business practice and unqualified staff.

  Business Response

  Date: 12/26/2023

  We are extremely sorry for the delivery issues you are having. I haven't been able to locate your order based on name. We would like to get more information on the issues that you are experiencing so we can help resolve for future deliveries. Please email us at ***************************************** with the name the order was under so we can research what happened. 

  Thanks,

  *****

• Initial Complaint

  Date:12/14/2023

  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.

  Their company is trash they treat their drivers like garbage and the customers blame the drivers when its the company that completely treats the drivers terribly and set them up for failure hope they go out of business.

  Business Response

  Date: 12/18/2023

  I'm very sorry that you feel that way. If you would please reach out to ********************************** so we can get more information.

  Thanks,

  *****

• Initial Complaint

  Date:12/14/2023

  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.

  AxleHire is the worst courier. They hire the laziest drivers. Today marks the third time in a month my box was left in a random, nondescript location that I was never able to find. The upload a delivery confirmation photo only proving that the box was left at some random location as well, and I cannot believe this is an acceptable practice.

  Business Response

  Date: 12/15/2023

  ******, I apologize for the poor delivery experience you had. We strive to get these deliveries right every time and we have not achieved that goal for your last delivery. I see that we have been able to get your packages right to your door for most of the previous deliveries but 100% is what we expect from ourselves and what you should expect from us. I will file a complaint against the drivers that are not completing the correct deliveries. Please contact us at ***************************************** if you need anything else.

• Initial Complaint

  Date:11/27/2023

  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.

  Ordered coffee from Nespresso which used to come in 1-2 days after purchase, but it has now been a week since my "Confirmed Delivery" date with no updates. Nespresso tracking shows that there were 3 different drivers assigned to my order and the most recent one failed to pick it up last week and I have received no updates since then. Their online chat told me it was connecting me to an agent but nothing ever happened after that. You'd think that a company working with huge businesses like these would have any sort of customer service or reliability but I guess not.

  Business Response

  Date: 11/28/2023

  Hi ****,

  Ive reviewed your last several deliveries and although some deliveries have made it directly to your door, every delivery should make it directly to your door.  I researched your last delivery and it appears that the box was received but then was marked missing when the driver arrived to pick up. I do see that you have an order that will be out for delivery tomorrow. I have also passed on your feedback on our customer service to the customer service manager to follow up on.
       Once again, Id like to apologize for the failed delivery and the inconvenience it has caused.  We will work to ensure these deliveries are correct in the future.  You shouldnt have to worry if your box is going to arrive or not, it should just arrive seamlessly, every time.  Please let me know if you have any questions. 

  Thanks,

  *****

• Initial Complaint

  Date:11/25/2023

  Type:Sales and Advertising 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.

  AxleHire was to deliver a package to my apartment on 11/22/23. The package was ****ed as delivered but I never found the package anywhere. I checked with the leasing/front office of my place and they said they didn't have my package. I asked around with my neighbors who also didn't have my package. I was at home when the package was delivered and had left within 10 minutes of delivery. I can only assume the driver who delivered the package had taken it after it's supposed "delivery". The customer service rep said that the only thing they could do was **** it as "undelivered" but did not offer any other support beyond that.

  Business Response

  Date: 11/27/2023

  Hi *****,

  We are extremely sorry for the delivery issues you are having. We would like to get more information on the issues that you are experiencing so we can help resolve for future deliveries. Please email us at *****************************************

  Thanks,

  *****

  Customer Answer

  Date: 11/28/2023

   
  Complaint: 20915893
  
  I am rejecting this response because:

  No resolution was offered by the business. I emailed them directly as they requested but after providing additional details, they only asked to confirm if my door was present in a photo that was taken. They are slow to respond and seem to be ignoring me now given that nearly 22 hours have passed since my last email.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/30/2023

  Hi *****,

  I have corresponded with you in email. We have escalated the claim you have made that the driver stole the package to the Transportation Manager and they are following up with the driver. Do you happen to have any video that shows the driver taking the box back with them that I can provide to my team? 

  Thanks,

  *****

  Customer Answer

  Date: 12/06/2023

   
  Complaint: 20915893
  
  *****, 

  Thank you for updating me on what the current status is regarding my complaint. Unfortunately, I do not have evidence to support my claim that the driver had stolen my package. I can only suggest it based on the circumstances. 

  I have yet to reach a resolution with either AxleHire or the merchant I bought my items from. I don't know if either are communicating with one another but even if they are, it seems like my situation is continually being pushed to the side and ignored. 

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

• Initial Complaint

  Date:11/23/2023

  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.

  I have had deliveries expected to come to my address through the company Hello Fresh. I have not received several deliveries or they are days late. They do not leave the deliveries where they are supposed to be left. The latest occurrence happened yesterday, November 22, 2023. I was supposed to get a delivery on that day, but I have not received it today, November 23, 2023, Thanksgiving Day. The delivery was food for Thanksgiving. I have tried to call both Hello Fresh and this company, but every time I try to call ********, there is no answer and the automated system hangs up on me. I have been trying to contact them through their text support via their website, but keep getting the message, "Thank you! Connecting you know..." I have still not been connected to anyone and it still states, "Your order has been confirmed for delivery by 08:00 PM on Nov 22." There still has not been a delivery a day later.

  Business Response

  Date: 04/24/2024

  
  We are extremely sorry for the delivery issues you are having. We would like to get more information on the issues that you are experiencing so we can help resolve for future deliveries. Please email us at *****************************************.
  
  Thank you,
  *****
  

  
  

• Initial Complaint

  Date:11/10/2023

  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.

  This company is a fraud. They were supposed to deliver my dog food from my subscription and initially they marked the package as delivered, but never actually dropped the product. I was able to call the company and get a new box sent and then they did the same thing two days later. They are thieves and there is no way to get a hold of them to assist in delivery or get updates at all. Im now out close to $500 worth of dog food.

  Business Response

  Date: 11/13/2023

  Hi ******, We are very sorry you had trouble getting your package. Please accept our sincerest apologies. I have found your account and see that you have had 3 boxes delivered with us. The first box was delivered to the outside of the building, the second the driver noted handed to you (clearly, they didn't) and the 3rd box I do show was delivered to a front door with #****. Can you tell me if you got the box that was delivered on 11/11? Also, is there an access code needed for future deliveries? I have escalated this complaint to our customer service manager for the lack of communication from us and to driver services for the boxes that you didn't receive. In the meantime, if you would reach out to us directly, we will do what we can to resolve the issue. Please email us at ****************************************** Thanks, *****..

• Initial Complaint

  Date:11/05/2023

  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.

  I was told a package (from a meal service) was scheduled for 4 Nov 2023. I have the same delivery every week. The package was never delivered, the tracking information was / is not updated, the chat feature doesn't work, no one replied to email, there is no phone number.It's not the first time to be ignored by this company. They have missed this delivery several times without explanation, apology -- anything! **************** is non-existent for this questionable delivery service.

  Business Response

  Date: 11/07/2023

  Hi *********,

  We are very sorry you had trouble getting your package. Please accept our sincerest apologies. I have found your order in our system and this box was received to us damaged and we were unable to deliver. I have escalated this complaint to our customer service manager for the lack of communication from us. In the meantime, if you would reach out to us directly, we will do what we can to resolve the issue. Please email us at *****************************************.

  Thanks,

  *****

  Customer Answer

  Date: 11/08/2023

   
  Complaint: 20828658
  
  While I appreciate your response, after three days and numerous attempts via "chat," I did hear from your company: "This was marked as damaged.Please contact the merchant." What incredible service! It took 3 days to provide a cavalier response.
  

  1. the response took too long - if you have a chat, instead of ignoring customer, the chat should be monitored or made clear that no one will answer

  2. by the time it got to you, it was out of the merchant's (******************) hand's and your responsibility

  3. who are you to assess the "damage" of a package? I paid for it. It should be delivered. If it arrives in unacceptable condition, I can call the vendor and let them address their supply chain issues. It's NOT your decision to make. (For example, I received a box from ****** Just moving it, you could hear the shattered glass. Yet, it was delivered. I called the merchant who is shipping a replacement. That's how things should work.)
  

  4. and regarding #3. it's happened 4 times. I have doubts that the boxes are so frequently damaged they can't be delivered

  5. if you are insistent the package is undeliverable, have proof. Do you have a photo of said damage? You leave photos of your delivery success. What about your failures?

  6. Again, it's not your decision to qualify my purchase. In this case, it's food. The box can be damaged with the food inside being fine.

  7. Since you have no documented proof, the onus is on you.

  8. Again -- not the first or even second time. It should never happened once, let alone 4 times.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 11/10/2023

  Hi *********,

  Our clients allow us to damage a box out using a SOP they provide to us. For example, if a box is leaking we will not put that box out for delivery. My apologies, that your box was not able to be delivered. I did research your account and I'm seeing all other deliveries to you in the past were successful. You mention above that this has happened in the past as well. Could you please give me those dates so I can research on my end? Also, do you need any assistance from us in regard to getting a credit from ****************** for the undelivered box? We would be happy to contact ****************** if that is helpful. If there is anything else we can assist you with please email us at *****************************************.

  Thanks,

  *****

• Initial Complaint

  Date:09/05/2023

  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.

  This delivery company vandalized a food box delivery on August 22, 2023 and I complained. Now the driver has stolen my box today, September 5, 2023, and the company is blowing me off with each person making up some story about what happened. They are pretending to have no way to contact the driver or the driver supervisor. This is theft and vandalism being committed by a repeat driver. The company does not care about getting the box to my address and have hung up on my several times. This company should be closed down as they are stealing customers property.

  Business Response

  Date: 09/06/2023

  Hi *******,

  I have researched your account to try and locate the box from 9/5. The driver delivered the box to the incorrect address and the delivery image shows the box at door #*** in your complex. Can you send me the details of the vandalism that occurred on 8/22? If you have a video that you could send me so we can verify it was our driver. You can email me at ****************************************** Thanks!

• Initial Complaint

  Date:06/24/2023

  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.

  On the 24th of May, 2023 - I had written a complaint against AxleHire for not delivering my Healthy prepared meals I need to order due to being disabled. I rely on these as it helps me get through medical treatments and stay strong. Lately though, I have not been receiving my packages. I have spoken to Factor Meals about delivery procedures as well as AxleHire. Both have my intercom and cell numbers. I have another missed delivery to add to the list. AxleHire stated they escalated the situation and it wouldn't happen again but again, not even 1 minute passed before the driver decided it was an undeliverable package. I am including those texts. There was never going to be time for me to receive these deliveries because I don't believe they ever came. I have lost so much time and money on these meals, because they use THIS delivery service. This is not s service that works. All I want are my meals I paid for to come to me. Also, my delivery time is supposed to be Wednesdays between 8am and 8 pm...but often get woken up before 6:30 AM for deliveries - which might be nice but I have to make sure I'm up at 5 am and stress all day if I will even receive my meals. I reached out to the person whom replied to my complain recently, but this has happened again. This is something more than an apology is going to fix.I've been told by several people this issue has been escalated and won't happen again. please, tell me what I need to do to receive my paid for meals I've been waiting on for MONTHS now...because the issue is completely on AxleHires end. Delivery people need to check notes. They need to know of different entry systems, how to use an intercom. Or how to wait, literally more than 1 minute. There needs to be cameras in cars while deliveries are made, to prove or disprove theft. I am upset. I need help. Please.

  Business Response

  Date: 06/27/2023

  Good Morning,

  I have sent your information on to our transportation department to review why the drivers are not following the instructions. Can you please tell me when your next delivery is scheduled? I can make sure we work with the driver to ensure the delivery is made to your front door. 

  Thanks,

  *****