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:10/17/2023

  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.

  They damaged my driveway. Driver went in the yard, picked up rock drug

  Business Response

  Date: 10/27/2023

  We are currently in communication, and we are reviewing a way to resolve this.

• Initial Complaint

  Date:08/29/2023

  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.

  Package was delivered literally left on the side of the road!!! No attempt to out it in the mailbox or walk to the front door.

  Business Response

  Date: 08/31/2023

  We sincerely apologize for the inconvenience and disappointment you experienced with your recent delivery from us. Please allow us to assure you that we are actively addressing the situation and taking immediate steps to rectify the issue. Our team has already reached out to the driver in question and is actively examining the circumstances that led to this error. We are committed to ensuring that such incidents do not recur in the future. We genuinely appreciate your understanding and patience as we work diligently to resolve this matter. If you have any further concerns or questions, please feel free to reach out to our dedicated customer support team at *******************************************

• Initial Complaint

  Date:07/26/2023

  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.

  Better trucks is a very inept shipping company. All the previous reviews are true. They have lost 2 of my ************* . My last zara ***** they claimed to have delivered it on 7/26 at ****pm. At **** pm i checked outside my door, the mailbox and the package locker in my apartment. I did not receive my ***** again. I sent email and called their customer support line to speak with someone. No response. I checked the so called tracking and they put a picture that is not even my apartment. This company is outrightly stealing from customers. Better trucks best believe that I am going to get my package from you guys one way or another. I will also ensure you get blasted on social media. Any serious company should NOT be using this fake shipping company anyway

  Business Response

  Date: 08/04/2023

  I was able to look into your order and I apologize it appears the driver delivered to the incorrect building. We have taken actions to prevent this from occurring again in the future and sincerely apologize for the inconvenience this has caused. We strive to deliver the best experience possible and with your feedback we are able to continuously improve. Again our sincerest apologies and we will take extra steps to ensure the proper delivery of your reshipment. 

• Initial Complaint

  Date:07/10/2023

  Type:Delivery 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.

  On June 23,2023 I placed an order for merchandise from sparrowslockpicks.com in the amount of $37.04 Order Number *******. This order was shipped via **** then was transferred to Better Trucks Logistics for final delivery The tracking number was BTS0107YPAV1ZS. On June 27, 2023 I received a notification via cellular phone that my package had been delivered. Our building has had package theft in the past so our management company had install a luxor secure package room for all packages in our apartment complex to be delivered to, this has a door code for entry and video monitoring. I went to the package room and upon finding no package walked all of the areas of my building with no success in finding the package. I called Better Trucks Logistics customer service on June ******* and spoke to someone who said they would send a form to my email address ******************* never got the form. I called Better Trucks Logistics on June 28, 2023 and spoke to *************************** who said that nothing had been done but he would follow up, I got an email from him on June 30th, 2023 telling me that my package was considered lost and that he would take care of everything. I also sent him a copy of my invoice from sparrowslockpicks.com as requested. On July 5, 2023 I got an email from Better Trucks Logistics telling me I need to contact the shipper ShipBOB and that they have already claimed the package lost. In checking the tracking number status on the Better Trucks website, no other shipper was used and a picture showing the package lying on the floor ( which I was able to determine was the unsecure, unmonitored vestibule of our building) I don't know if the package was removed by them or someone else after the photo was taken. But it wasn't there when I made my walk after checking the secure package room where they should have delivered it. When I contacted Sparrowslockpicks.com I was told I needed to get a case ID from the carrier so I could get replacement merchandise.

  Business Response

  Date: 07/12/2023

  We apologize for falling short of the service standards we aim to achieve. We have reached out to the merchant and advised them to resend your package. We will resolve the claim with the merchant. We sincerely apologize for any inconvenience this may have caused. 

  Customer Answer

  Date: 07/20/2023

   
  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:07/05/2023

  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.

  Delivery June 29, 2023, 8:36 p.m. Photos attached tell the whole story of this package delivery. Merchandise is ruined

  Business Response

  Date: 07/06/2023

  Thank you for bringing the issue regarding the delivery of your package to our attention. We sincerely apologize for the inconvenience caused and deeply regret that your package was left in the rain, resulting in damage.
  At our company, we strive to ensure the utmost care and professionalism in every aspect of our operations. We understand the importance of delivering items in pristine condition, and we apologize for falling short of that standard in this instance.

  We have thoroughly investigated the matter and have taken immediate steps to address this incident. Our team is reviewing the delivery procedures and reinforcing the importance of proper package handling, especially during adverse weather conditions. We are committed to preventing similar occurrences in the future.

  
  In light of the damage caused to your package, we would like to offer our sincere apologies and a resolution to rectify the situation.
  Please be assured that we take your feedback seriously, as customer satisfaction is our top priority. We value your trust in our services and will do our utmost to regain your confidence moving forward.

  
  Thank you once again for bringing this matter to our attention. We appreciate your understanding and patience as we work towards resolving the issue to your satisfaction. We kindly request that you contact us at your earliest convenience so that we can promptly address the issue and provide a suitable resolution.
  Best regards,
  *************************

• Initial Complaint

  Date:06/08/2023

  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.

  Better Trucks has had our package since 5/31 and has not given us any answers why they havent delivered. It is now 6/8. They said a delivery was attempted 6/1. We called on 6/1 and customer service told us it would be delivered 6/3 or 6/6 at the very latest and no signature was required and they didnt know why the driver didnt leave it. Single family home with the address clearly visible. My husband was home all day 6/3. They never attempted a delivery, but the tracking says they did. Complete lie! They are NOT attempting to deliver. No delivery on 6/6 and I was home all day 6/7. Tracking say ANOTHER attempted delivery. I was washing my car in the driveway when they said it was attempted. This is ridiculous. Numerous phone calls and emails with customer service and weve gotten nowhere. They wont tell us where our package is or even if they have it!! Now theyve been trying to locate it for 2 days with no response. This is an iPhone that we ordered from **** and our payments are already showing on the bill for a phone we dont even have!! Our order number is 23-293622384866620. Tracking for Better Trucks is GTJJDKVW. We just want our package! It is very expensive and weve been getting the runaround from Better Trucks for over a week with no answers as to where our $750 phone is. BBB, please help. This company is a nightmare. Horrible customer service, no communication, no effort to help with their mistake. Right now either report it lost to **** so we can work with them on a replacement or DELIVER THE PACKAGE YOU SAID YOU WOULD

  Business Response

  Date: 06/22/2023

  I'm sorry for your experience. We try to keep customers informed through our online tracking as best as we can. There are a multitude of reasons in logistics for the delay, but it looks like your package was delivered 6/9. We hope to serve you better in the future.

• Initial Complaint

  Date:04/19/2023

  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 placed an order with ****. The driver working for Better Trucks claims they couldnt find my residence which is strange because all my other packages from varies couriers were delivered with no problem. I cant get an eta or update on my package from this company. The drivers are stealing peoples packages

  Business Response

  Date: 04/19/2023

  Hello *****,

  I was able to find your service ticket that came into our system on 4/18 and it looks like you spoke with *** and he was able to update you on your package this afternoon 4/19. I apologize for the inconvenience this may have caused and we understand the importance of getting your package to you as soon as possible. Please feel free to email me ************************* at ********************************* I am the Customer Support Manager here at ********************** and I will do my best to ensure the best experience despite any obstacles during your delivery. Thank you for your patience. 

   

• Initial Complaint

  Date:04/12/2023

  Type:Customer Service Issues
  Status:

  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 placed an order from American Eagle on April 1, 2023 for a total of $98.03. They use the third party shipping company AirTerra which in turn uses the company Better Trucks to deliver. When my online tracking stated they attempted to deliver my package but the parcel was too large or receptical was full I contacted AirTerra which gave me Better Trucks information as they are the ones who had the package. When I contacted Better Trucks through email I got a response from a man named ***. He stated my package would be re-delivered and he would update me. Never got an update. I tried to contact them through phone and never got an answer but in response to a second email *** stated he was sorry my phone call on hold got disconnected which I was never on hold they just didnt answer and saw that I was calling. According to tracking the package was attempted to be delivered two more times which is very untrue as we have security cameras on our house and there was never an attempted delivery on the dates or times they claim they tried to deliver. Now I am getting no response from Better Trucks, they will not answer phone calls, and I now have to wait a two weeks for my package to be considered lost in transit to even file for a refund from American Eagle. I am incredibly frustrated with Better Trucks and believe they are keeping peoples packages as this EXACT case happened to my family member when ordering from American Eagle and Better Trucks never delivered the merchandise.

• Initial Complaint

  Date:03/07/2023

  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 ordered a package with express 3 day shipping on february 25th, i have not been able to get any updates about my package since it was received at CHI Hub february 27th. I have received no response from any of my emails and its not fair that i didnt receive my money back for the express shipping & now for the actual package.

  Business Response

  Date: 03/08/2023

  **************:

  Thank you for reaching out to Better Trucks. I do apologize that we didn't get your package to you in a more timely manner. Your package was coming from the ******* area and, unfortunately, there were unavoidable trucking delays causing your package to arrive in ******** later than the 3 days you were hoping for.  I do see your package is out for delivery today March 8th with an ETA of 12:30pm-2:30pm.  Please let me know if you have any questions or any further concerns regarding this matter.  Again, please accept my apologies for the delay. 

  Sincerely,

  ************************;

  Better Trucks 

• Initial Complaint

  Date:02/13/2023

  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.

  On January 23rd I purchases an item through one of Better Trucks affiliates. I was promised a two week delivery. The item being delivered was a fairly pricey item (around $530). On January 26th, the companies notification and tracking system (which provides no valuable information to begin with) notified me that it arrived at their hub. Since this time, I have not received a single update from this company regarding my delivery, It is now well past the maximum delivery time I was promised and I am going to assume that they lost or stole my product. I have tried to make contact with the company but have only been met with circular explanations and blame passing. It is absolutely pathetic that a company that is so terrible at doing the bare minimum is allowed to exist and continue scamming customers.

  Business Response

  Date: 02/18/2023

  ******************:

  I am really sorry Better Trucks was unable to get your package to you as expected.  I am in contact with ******** to let them know you did not receive your order and that you require resolution in the form of a refund or reshipment.  Again, please accept my apoologies for not delivering your order. 

  Best regards,

  ******

  Customer Answer

  Date: 02/20/2023

   
  Complaint: 19394306
  
  I am rejecting this response because the issue is not resolved. The company repetitively engages in this practice (fraud) and fails to correct. An excuse is not a resolution. This company should not exist .
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/20/2023

  ******************:

  I understand your frustration and I am very sorry you are not getting the answers you're looking for.  We acknowledge that we did not deliver your package and consider the order lost.  ******* has been reimbursed for this order as part of the resolution process.  You are entitled to either a reshipment or a refund.  We advised ******* that you did not receive your order and that you are entitled to a full refund or a reshipment. Please let me know what else, if anything, I can do for you. 

  Thank you, 

  Sharon 

  Customer Answer

  Date: 02/20/2023

  The company that hired them to deliver had to fix the problem for them. Nothing has been resolved by Better Trucks. 
  
  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,
  
  *************************