Delivery Service
Better Trucks Last Mile, Inc.This business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 87 total complaints in the last 3 years.
- 50 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:01/02/2024
Type:Customer Service IssuesStatus: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.
Horrible customer service. No communication. No way to find out when package will be delivered. No attempt made.Business Response
Date: 01/12/2024
We sincerely apologize for any inconvenience you experienced. We provide a website for package tracking in cases where our response time may be delayed. Upon investigating your delivery, we encountered an access issue on 1/2. We proactively reached out on 1/3 to obtain delivery instructions, ultimately resulting in the successful delivery on 1/4. Your business is highly valued, and we strive to meet and exceed your expectations on future deliveries. Thank you for your understanding.Customer Answer
Date: 01/16/2024
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.
Sincerely,
*************************Initial Complaint
Date:12/22/2023
Type:Delivery IssuesStatus:UnansweredMore 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.
Placed an order through Hosstile which included 3 gym shirts and 1 water bottle and totaled out to $122 including shipping. The order was placed on December 17 2023. Was told it would arrive in 1-3 business days. Received an email stating the order was being shipped through Better Trucks shipping, tracking #BTS_01070JJELPH. Checked the Shop app on the phone and it was stated that it was delivered on December 20, 2023 at noon. Went to look for package and was not found. Looked at the picture that was received from Better Trucks, and the placement of package does not match the surrounding area of our home, We live in a log cabin and do not have stone siding on our house, Tried to call Better Trucks to speak with a rep, and was sent to voicemail. I tried several prompts to speak with a rep and only get voicemail or an automated bot answering questions. I did leave voicemail, and also left a message with the automated bot that is on the customer service site. Still waiting for a response.Initial Complaint
Date:12/21/2023
Type:Customer Service IssuesStatus: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 been waiting for over a week for this company to deliver a package to me. Tracking number is BTS_02162NK3D2F They will not respond to any emails that I have sent and they will not answer the phone so I have no way to get in contact with them. They clearly have my package in their ******* facility since Dec *********************************** stolen because there have been no updates. I just need help dealing with them.Business Response
Date: 01/09/2024
I want to extend my sincere apologies any inconvenience caused by the delay in delivering your package. I understand your frustration, and I have investigated the circumstances as to what caused the issue. Rest assured we are actively working towards a solution to prevent any delays in the future. We are pleased to see your package was indeed delivered on 12/22. If you require any further assistance please feel free to reach back out.Initial Complaint
Date:12/16/2023
Type:Delivery IssuesStatus: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 two iphone 15 pro's from **** on December 12th 2023. I've purchased many times from **** and never had an issue. Shipping is always in the 1-2 day time frame. Usually the next day I get my phone with ***** or ***** This time **** uses Better Trucks. The website is awful, there is no information, there is no deliver by date posted. I got a "Shipment created" status 12/13/2023 at 6:10am then a "received at *******" status 12/13/2023 at 11:38pm for one phone and 11:40pm for the 2nd phone. Its 2 separate tracking numbers for both phones. Since I'm so used to getting the new phone the next day I started calling. No one picks up the ************ customer service line EVER. I tried dozens of times, **** reps tried dozens of times as well. I then went to the website and filled out their customer service form. I received a reply from someone in what I assume is the better trucks corporate office. They basically told me they had to reach out to the warehouse here in ** and find out when my packages would be delivered. I then asked if I could pick that packages up. This all happened this morning 12/15/2023 at about 10am. It's now 5:20pm on 12/15/2023 and no reply. How is it their own employee can't reach anyone in there ** warehouse? Why would **** use such an unprofessional company? These phones are Christmas gifts that I don't know if I'm going to get on time. Were they stolen? Were they lost? No one knows. It seems the *** bethpage better trucks warehouse has no phones or managers.Business Response
Date: 01/09/2024
I sincerely apologize for the frustration and inconvenience you've experienced with the delivery of your order. I understand the importance of timely deliveries, especially during the holiday season. I have escalated your case and I'm actively working with the *********** to resolve this matter promptly and avert any future situations. I share your concern and am committed to providing you with the necessary information and assistance in the future. I hope we were able to provide satisfactory resolution and you were able to receive your replacement.Customer Answer
Date: 01/10/2024
Complaint: 21014744
I am rejecting this response because:Better Trucks, *** failed to communicate the status of the two iphones ordered. Almost $2400 in merchandise. I made over 100 attempts to reach Better Trucks, *** over the phone with no success. When Better Trucks, Inc. responded to my email I was given no information and false hope. I was told to wait 24 hours for a resolution. 24 hours became three weeks. I would like to be compensated for the pain and suffering. The amount of time I wasted. The $2400 I lost in both those IPHONES. I reject this answer because it solves nothing. I'm still out $2400, I've wasted weeks of time and still have no answer
Sincerely,
***********************Business Response
Date: 01/16/2024
It was communicated through email that the order was lost, and we contacted the merchant to refund or ****** the order. We received an email from you indicating that you successfully received your two phones from us on 12/21/23.Initial Complaint
Date:12/09/2023
Type:Delivery IssuesStatus: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 am worried that my order wont get here on time! My order hasnt been updated since 12/2 and it is now 12/9. The website says that it is waiting for a better trucks to pick up my package. The shipment was created 11/28. I just want my order to get here soon!! my order number is BTP_0220PR5WX3Z.Business Response
Date: 12/11/2023
Better Trucks has not received this order from the merchant as of today 12/11. We have no control over when orders are ready for pickup.Initial Complaint
Date:12/05/2023
Type:Delivery IssuesStatus:UnansweredMore 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 know my package stuck on some this business location, and try to reach any "alive person", somebody tell me- going to be cared to find my package and... nothing happened, i send e-mail about this to this business- this business send some answer with "no real info", and everything is frozen. Cannot contact business by phone, by e-mail- Hopples. So, somebody from this business just stole my package- very nice!!!!Initial Complaint
Date:12/01/2023
Type:Delivery IssuesStatus: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.
My packages continue to "get lost" when they are involved with Better Trucks. The customer service doesn't answer my calls and when they replied to my email they lied and said that the order was coming (it never showed up). They have hundreds of bad reviews from people in similar situations.Business Response
Date: 12/04/2023
Hello,
I do apologize for your experience; it appears that we sent you an email after responding to your call. The email entailed the volume issues we were having in ** because of the holidays, and you were advised it may arrive Monday 12/4 or Tuesday 12/5. Which lines up with what I see in our system as this package is out for delivery today 12/4. Per ****'s instructions we will be sending the package back to them since you requested a refund with them. Once again we apologize that there was a delay with your order.Customer Answer
Date: 12/05/2023
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.
Sincerely,
*************************************Initial Complaint
Date:11/29/2023
Type:Delivery IssuesStatus:UnansweredMore 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 9/17/23 I purchased clothing on **** which was shipped out in two separate packages, the first was delivered on the expected date by ****** The second was shipped via BetterTrucks with an expected delivery date of 9/22.The total value of items in the second shipment totaled $434.85 (two coats and an oversized sweater)On 9/23 (Thanksgiving morning), the BetterTrucks tracking link updated status to "delivery attempted" at 1 AM. After receiving no further updates I contacted BetterTrucks customer service via phone the morning of 9/28. The representative I spoke with contacted the Austin ******** to check on status. He returned from hold saying he was not able to get more information but would respond with an update via email later that afternoon.After days of not receiving updates, the tracking link was updated with "delivered." There was no package at my door, nor any indication from our Ring camera that anyone had been at our door.I contacted BetterTrucks customer service again shortly after the update asking for proof of delivery. The representative I spoke with said she would contact the Austin ****** and get back to me that evening or the next day with photo proof of delivery.I have not received any further updates or any proof of delivery. At this point, it's clear my package is gone and I would just like to receive a refund from **** for the purchases. I don't trust BetterTrucks to attempt a new delivery for items of value.Initial Complaint
Date:11/28/2023
Type:Delivery IssuesStatus:UnansweredMore 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.
**** had used Better Trucking twice for my delivery and both times was not delivered. I will be filing a complaint with **** so they stop using. They say they delivered and take a pic of the label or a blurry pic of the box but not location like **** FED EX or Amazon. This is a fraudulent company probably keeping packages to sell items on black market. This is upsetting since we have to make a claim. Beware of these thieves.Initial Complaint
Date:11/25/2023
Type:Delivery IssuesStatus:UnansweredMore 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 an item from REI for an upcoming trip. The item was due to arrive the week before my trip. The item was being shipped via Better Trucks, which I had never heard of, and after my experience, hope to never hear of again. The estimated delivery date was pushed back two times, finally on 11/24, I received an email stating my package would be arriving that day. At 9:18 p.m. I received an email saying that my package had been delivered at 7:17pm. I checked my door and my mailbox to find no package. I decided to wait until daylight to check the neighbors. At some point during the night, the tracking page updated to show that my package was delivered on 11/25 at 3:17am??? Once it was daylight, I checked around the neighboring units and grounds. There was no package. No delivery photo was provided like other carriers, but the map on the tracking page showed a deliver location. My package was delivered to a VERY different address a mile down the road. That was just negligence and carelessness of the delivery driver. Who would do that? So now I dont have my item I need for my trip and I dont have enough time to order another one to be assured it will be here on time. To add insult to injury, Better Trucks does not answer their customer service line or return messages, nor do they provide any assistance via live chat. Im extremely upset with the manner in which Better Trucks conducts business and would like some resolution to finding my package and some accountability from their lack of care.
Better Trucks Last Mile, Inc. is NOT a BBB Accredited Business.
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