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:06/10/2023

  Type:Billing 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 signed up and was approved to drive for this company. They allowed me to select my payment method which was direct deposit to my bank account. After I completed my 1st route I received a notification to update my payment method to be paid in the driver app. I updated as requested and went through the prompts given. I was charrged a fee for my pay, however I did not complain. It has now been several weeks and well over 50 ************** calls to get information about my pay. They routinely are not providing me with a phone # to speak to anyone to get this resolved, instead in every email they are giving me a link that I continue to tell & show them is not allowing me to access my account. I have tried accessing the account from 19 desktops, the app I downloaded on 6 different mobile devises, & have even called the institution they are requiring me to get paid through over ************************************************************ with accessing my pay. No matter how many times I call or email them they don't answer my phone calls, and respond with the exact copy paste message telling me to use a link that I continue to show them does not allow me to access my account. I strongly urge and am begging anyone that is reading this complaint not to use this company nor work with them for any reason because they will onboard you, refuse to pay you, not respond to your calls & send you through an unbelieveable amout of hoops to get paid. It's really unfortunate that I am being forced to post a complaint here when this is a very easy & simple issues that can be resolved if someone would just pick up the phone or see that there is a real issue with using the payment system they are forcing their contractors to use. The worst part is that they advertise that it's an easy setup to use your own bank account but after your 1st route they force you to use this 3rd party that makes it extremely difficult to get paid, charge you fees, & wont respond to your calls.

  Business Response

  Date: 06/12/2023

  Hi ******,

  Thank you for this feedback. I did escalate this complaint to our ****** Services Manager. She asked that you email *********************************** She did see that we have an active conversation happening right now and will ask her team to follow up with you as well. Thank you!

   

  Thanks,

  *****

  Customer Answer

  Date: 06/12/2023

   
  Complaint: 20170138
  
  I am rejecting this response because:

  When going through the messages between myself and the person responding via the app you will notice that the conversation went on for hours of being directed back & forth to the email, from the email to the app. Keep in mind that the conversation started days before I made the request for help via the app. I'll be attaching the email thread as well to show that the questions I ask never get addressed, it's always a generic answer that doesn't directly answer the question & oftentimes appeared that the person responding hadn't taken anytime to actually read the previous message before responding.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/15/2023

  We have reached out to this driver twice with vmail,and once w/ email, with no responses. 

  Thanks,

  *****

• Initial Complaint

  Date:05/24/2023

  Type:Service or Repair 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 order ready made meals from a meal subscription box. This company is expensive for their meals and I expect better shipping but this company chose AxleHire and they have been getting worse and worse. My experience with these delivery people is they do not want to read notes in the system about delivery options. I live in a locked access building and there are instructions how to get in. There is a call box to be buzzed in or I provided my phone number. One time, my apartment manager ran into the delivery person, let them in and he was gonna leave the food box on the 2nd floor mailroom. I am disabled and in my noted I request if possible the box be brought to my door. My apartments have elevators and stairs as well as hand trucks available in the open. The delivery person yelled at the manager and left it on the floor. My manager thankfully brought it up to me. The next delivery... was never delivered. The person said they couldn't get in... right away I contacted the service I got the meals from. They did they'd put notes in the system and it wouldn't happen again. Today... it happened again. The delivery person called my phone for half a ring, only enough time for me to answer and them to hang up. I called back right away. Left a message. Called again. Nothing. I am panicked, I rely on these meals. I am very ill. I am dying from kidney failure and can't get theses meals delivered because delivery doesn't want to use an intercom?! I texted the person and they were very rude, admittingly as was I asking if they stole my package. I have screenshots of the convo I would like to send, it was very unprofessional. I just want to get my packages. I give all the Info. My building can easily be accessed. I now have had failing health due to MISSING MEALS, and I don't understand why someone won't just use the intercom system or wait 1 while minute to make a call? This business need help, a lot of help.

  Business Response

  Date: 06/08/2023

  *****, 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 you. I located your account and I see that you have detailed notes on your account. I have escalated this issue with our transportation team to make sure that the drivers are using the notes to gain entry to the complex. If you have any other issues, please reach out to me at ******************************************

  Customer Answer

  Date: 06/12/2023

  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. I will notify someone if the next delivery has the same issues. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/17/2023

  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 made a Mother's Day gift online order with *********************** (order # **********) on 5/10/2023 and was provided a tracking number on 5/11/2023 to be delivered by AxleHire. The tracking number is JGK5M6ZALFBFSR5M. I haven't received any updates and after 1 week, so used the AxleHire website to track the order. It shows on the website the package was delivered on 5/12/2023, and I never got notified nor received the package, so I tried calling AxleHire but there's no phone number to reach customer service. I used the chat function on AxleHire website and the representative sent me a photo via chat to "proof" it was delivered. It showed a residence completely different than my shipping address on the order, and when I pointed it out, the representative stopped responding to me. In additional, the map feature on AxleHire showed the package was delivered to a completely different street/address than my shipping address. I took screenshot of the chat and map. I believe this is fraud on the driver's end who deliberately took a photo as "evidence" and stole the package, hoping I as the customer wouldn't inquire further. ********************** completely stopped responding to me, assisting the commitment of fraud.

  Business Response

  Date: 06/13/2023

  We are very sorry you had trouble getting your package. Please accept our sincerest apologies. I have sent this complaint to our transportation team to follow up with the driver. Is there an access code or instructions you would like to add for future deliveries? Please email us at *****************************************

• Initial Complaint

  Date:02/28/2023

  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.

  They advertise 99% on time deliveries, 24/7 live support and end to end transparency. Yet none of those are true. Ive had failed deliveries of my food on multiple different occasions and customer support is more than useless or never answer. Repeatedly have had my packages dropped at the wrong apartment or marked as delivered but lost/stolen. Most recently, my food delivery was set to be delivered today 2/28/23 but never even got picked up from the warehouse by the driver. Im over it! They need someone who actually cares about customer service to come in and rebuild from the ground up. Absolutely HORRIBLE!

  Business Response

  Date: 06/13/2023

  Hi ******, Im very sorry about your delivery issues in the past. It does look like the box from 2/28 was delivered the following day. I did check the most recent deliveries and it appears that they are now getting delivered to the front door. If you have any other issues, we will do what we can to resolve the issue. Please email us at *****************************************."

   

• Initial Complaint

  Date:12/21/2022

  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 get meals delivered through AxleHire every single week. Every week, the driver does not follow the instructions provided to them. Every week, I call them to complain about the instructions not being followed. Every week, they say they'll do something about it and every week following, it is still handled improperly. The instructions are simple, drop the box past the second door instead of the first, for security reasons. About half of the time, they don't even ring my bell. They have left the package outside of the door before and it has been stolen before. It is extremely frustrating and the customer support is very rude. I've had live chats, phone calls, emails, sent photos - all to no avail. I don't know what else to do - this company is absolutely awful.

  Business Response

  Date: 06/13/2023

  ****, We are very sorry you had trouble getting your package. Please accept our sincerest apologies. I have sent this complaint to my ************** team. In the meantime, if you would reach out to ** directly, we will do what we can to resolve the issue. Please email us at *****************************************."

   

• Initial Complaint

  Date:12/08/2022

  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.

  The item was marked as delievered but wasn't. I tried to contact the company but they were not of any help. They sent me a photo of where it was delievered but it wasn't anywhere in my complex. My address is clearly marked on a 6x12 tile next to my front door. The tracking number is ls7gr6sz.

  Business Response

  Date: 06/13/2023

  Hi ****,Firstly, we are extremely sorry for the loss of your packages. We have a high rate of customer satisfaction, but yes, on occasion something happens that results in lost/stolen packages. Please accept our sincerest apologies. We appreciate your letting us know so we can give this feedback to driver services. Secondly, if you would like to contact us directly, here is our support email address *****************************************

  Customer Answer

  Date: 06/13/2023

   
  Complaint: 18546981
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************

  Business Response

  Date: 06/16/2023

  The rejection has no other information listed on why the response is being rejected. Can I get more detail please?

   

  Thanks,

  *****

• Initial Complaint

  Date:12/07/2022

  Type:Product 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.

  The company delivered my package in the wrong address. According to their own picture, my package was left outside (in the streets) of a different address. I contacted the company different times to solve my problem and they wont reply back.

  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:11/15/2022

  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.

  I purchased some items from American eagle outfitters on November 10th and 11th and it was being delivered by AxleHire company I spent $237.10 on my purchase it was supposedly delivered yesterday November 14th and it was left in the lobby and not at my front door, my package was stolen. The driver took a picture of my package and never sent it to me. I would like to issue to be resolved and as soon as possible.

  Business Response

  Date: 06/13/2023

  Hi *******, Thank you for this feedback. I have found your account and I see that you have very detailed instructions for our drivers. I will be filing a complaint on the drivers that are not following the instructions you have provided. In the meantime, if you have any other needs, please feel free to email me at *****************************************.

• Initial Complaint

  Date:09/22/2022

  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.

  ********* website promotes that they offer fast, reliable delivery and a great delivery experience but my experience with that has been anything but. The food delivery service I subscribe to uses AxelHire for deliveries. My instructions very clearly instruct to bring the package up to my apartment and to never leave outside. After multiple failed deliveries, 7 weeks ago I began calling and complaining. Never was the issue corrected. After my second box to be left outside and stolen last Monday September 12th, an agent passed me on to a supervisor. When I asked to speak to their boss they said I would get a call the next day. I never did. My email was never replied to. I called again today September 22nd and the agent told me the supervisor was on sick leave at least thru the end of the month and there was basically no way for me to get resolution or ever be guaranteed that their drivers can do their jobs. If a delivery service cannot guarantee their drivers can actually deliver how can they promote that they can?

  Business Response

  Date: 06/13/2023

  Hi ******,

   

  My apologies, when you let me know that there was no access code, I passed that information on to our transportation manager. I also apologized in my previous email and have passed on your concerns to our customer service supervisor as well. Please let me know if there is anything else I can do.

   

  Thank you,

  *****

   

• Initial Complaint

  Date:08/15/2022

  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.

  The item I purchased in store at MAC Cosmetics was never delivered appropriately. At this time I do not have the item and I have searched the entire perimeter of the building, the package room, the mail room and both lobbies. No where was the package found. My apartment number was clearly shown on the address and they could have also delivered it to my door directly if there were issues. There are signs and instructions all around the building indicating where to leave packages as well. I have never had issues with people being unable to follow directions noted around the complex and have never had a package lost until this incident.

  Business Response

  Date: 06/13/2023

  AxleHire response: Hi ********,
  We are very sorry you had trouble getting your package. Please accept our sincerest apologies. I have sent this complaint to our transportation team to follow up with the driver. Is there an access code or instructions you would like to add for future deliveries? Please email us at *****************************************