Complaints

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

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  Select Express & Logistics

  55 W 39th St Fl 15 New York, NY 10018-0542

• 

  Select Express & Logistics

  60 Metro Way Secaucus, NJ 07094

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:01/03/2023

  Type:Service or Repair 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 was supposed to receive a shipment on 12/20/22 after confirming with the coordinator that the shipment can come to the practice between 3-7 PM. Made a special arrangement to make this delivery time possible. Received a call on 12/20/22 at 505 pm stating that they were not able to deliver due to truck being too small for the shipment. Was informed that they will make best attempt to deliver during the same week. They reassure me that they will have someone reaching out to give us update within 24 hours after their cancellation of delivery so that appropriate arrangement can be made for the practice for missing shipment. Never received the call for the update. They updated on the website that expected delivery date was 12/22/22 and they never showed up or contacted me or practice to update change in plan. Called the shipping company multiple times in a day for everyday since. They repeatedly stated that they will have an update and someone will follow up every time I called. They followed up once on 12/29 evening assuring that on 12/30 shipment update will be provided. Once again unable to get the shipment with no solid plan as to when the shipment can be delivered. Attempted multiple times to speak with a supervisor only to be on hold for an hour and then get disconnected or no manager is ever available morning, afternoon, or evening to escalate the problem. It is affecting my business/practice negatively because of inability to communicate a definite plan, no foreseeable date for delivery, and no alternative plan for missing shipment can be made because there is no data as to when the shipment is expected to arrive.

  Customer Answer

  Date: 01/28/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Select Express & Logistics regarding complaint ID ********.
  
  Sincerely,
  
  ************* ****
  

• Initial Complaint

  Date:12/21/2022

  Type:Delivery 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.

  Our treadmill arrived in ******** on December 5th. We finally received an email on the 11th stating that we were confirmed for delivery on December 19th, between 2:30 and 6:30 PM. I took a half day off to be home for the delivery. At 7:10 PM the driver called my wife and stated that they had "over scheduled," and that our treadmill had not even been loaded onto the truck. A little after 8PM, my wife received a message that the truck had "mechanical issues" and that they would have to reschedule. Today, we see that they updated the tracking to indicate that they tried to deliver, but were unable to contact us, even though we were home and the driver had already admitted that they never even put it on the truck (all these we took screen shots of). Lie after lie. We still don't know when, or if, our $5,000.00 treadmill will arrive, and the company has not attempted to call us. Our call to them ended after an hour on hold. We are calling NordicTrack to let them know that they are doing business with a company that engages in this type of conduct.

• Initial Complaint

  Date:12/09/2022

  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.

  Originally, we ordered a treadmill online on 11/26/22 from ****** ******** *****. Received email from Select stating they'd reach out to schedule. I requested delivery on a Friday. Received an email from ************************* on 11/27/22 "Thank you for the information. I have submitted your availability to our operations team for scheduling. We will be following up with confirmation as soon as possible." On 11/28/22, I received an e-mail stating "We will now proceed with scheduling your request and will contact you within 48 hours confirming the date and the time of service." I never received confirmation. On 11/30/22, a technician ****** appeared without notice to my house at 10AM on a WEDNESDAY when nobody was home and called to ask where I was. I explained that I was not at home, and had requested a Friday delivery. He confirmed on the phone that I'd get my treadmill on Friday. I waited all day on Friday on my day off for this treadmill. In the afternoon, I called Select and was informed of multiple replies. Initially, I was informed that the treadmill would be on the way and that they would be calling me back to confirm. I received no phone call. On Friday afternoon, I called them back. They frantically stated that they had reached out to the technician and that he would be there in 30 minutes. I received a call from the technician stating that nobody had talked to him and that he would not be able to bring it to the house on Friday. Instead, he said he could only bring it Sunday. He did bring the unit out on Sunday and insisted that they take the box away for us. After the delivery, we noted that a wire had been cut in transport and the unit was defective. We called ****'s and were informed that we would need to PURCHASE ANOTHER UNIT. We purchased and confirmed Friday, Dec 9 for delivery. I called this morning(Friday) for follow-up. Apparently, Select has no record of my treadmill order, I won't have delivery today, and they don't know when I will.

  Business Response

  Date: 12/15/2022

  Dear *****,

   

  We are sorry to hear about the events during your delivery experience.  We will pass this along to the respective department supervisor to review your situation.  However, if we do not have your order in the system we will need ****'s Sporting Goods to enter a new order for our team to complete.  We will get you situated here.  Thank you for your patience.

   

  Regards,

   

  Select Express Management

• Initial Complaint

  Date:12/01/2022

  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.

  11/18/22, I received 1 of 2 deliveries from Select Express, after purchasing a couch from IKEA 11/22/22 Select express delivered an incorrect item. Select express later picked up the item. IKEA generated a new order for the missing item, which was supposed to be delivered on 11/27/22.I received no update or delivery this day. On 11/28/22, I received an email stating the item was going to be delivered on 11/27/22, which makes no sense.This gist of my complaint is this. Select express has been EXTREMELY difficult to reach. Ive been on hold numerous times, provided call back information, and was never called back. Today I called again and was finally able to get through to an individual. The individual provided little to no information, and was unable to find my package. After being placed on hold again, I was hung up on Select express customer service and communication has been horrible. I should not have to work this hard to try and fix this issue; thats their job.I WOULD LIKE MY DELIVERY FEE REFUNDED, AND PACKAGE DELIVERED.

  Business Response

  Date: 12/01/2022

  Dear Valued Customer,

   

  We sincerely apologize for the events that had occurred.  We will escalate your situation immediately and get you taken care of.  Our management team will investigate this to make this right.  We apologize for the inconveniences this has caused.  We hope our resolution will be suitable to you.

   

  Regards,

   

  Select Express Management

  Customer Answer

  Date: 12/12/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:11/23/2022

  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 bought a couch that did not work out. I called to hire a moving company, Select Express and Logistics, they ran my card without booking the job and obviously not completing it. When I call back to figure out the scheduling they could not locate my information. Then after the fact that *** already paid them for a non scheduled job and uncompleted work I try to call them to get this work scheduled and the phone number is not working which leads me to a ****** search. This where I see all the one star horrible experiences they have done to other innocent people. Im terrified to who I gave my personal information to. They need to be investigated to see what kind of scams they are running!

  Business Response

  Date: 12/01/2022

  Dear Valued Customer,

   

  We are sorry to hear about this.  This is not how we operate and apologize if that is how it appeared.  We do not charge for non-rendered services.  We may have put a pending charge in order to hold the money but we do not charge until the services have been completed.  We will have a manager contact you to investigate your situation and make it right.  ** services are still required will get your taken care of immediately.  ** not, we will make sure the pending charges are taken off your card.  We sincerely apologize for any inconveniences this has caused.  We hope our resolution is suitable to you.

   

  Regards,

   

  Select Express Management

  Customer Answer

  Date: 12/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. This business is a joke and needs to be investigated. The charge was reversed on my card and I was able to complete services with a different company. I highly recommend improving quality control of staffing and service.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  Date:11/22/2022

  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.

  Ordered a treadmill 2 weeks ago. We were told we would receive a call for delivery within 72 hours. No call. We called and then they said they would get back to **. Never did. We called again and they scheduled us without discussion for a time that did not work. We told them we needed to reschedule and they said we would get a call back. We have now called 4 days in a row and have been told we would get a call back without anyone ever calling. No one who actually schedules anything will speak to us so we have to cancel the order. The business feels like a scam that charges hundreds of dollars for a service they do not provide and their employees have to real way of assisting anyone.

  Business Response

  Date: 12/01/2022

  Dear Valued Customer,

   

  We sincerely apologize for the delay in your scheduling.  We were having coverage issues due to COVID during that time which left us shorthanded.  We hope this did not cause too much of an inconvenience to you.  We hope to have the opportunity to service you again in the future to make this up to you.  

   

  Regards,

   

  Select Express Management

• Initial Complaint

  Date:09/29/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 a basketball goal on 8/28/22 from ***** ******** *****. Alongside that purchase, I decided to also purchase delivery and installation of the basketball goal through a ***** ******** ***** affiliate, Select Express Service and Logistics. On 9/15/22, Select Express delivered the basketball goal and completed Phase 1 of the installation, which consisted of pouring cement and a bracket for install. Phase 2 of the installation, where the basketball goal itself was supposed to be assembled and installed onto the bracket (referenced in Phase 1), was supposed to occur within 72 hours of Phase 1 completion. 72 hours came and went with no completion of Phase 2 and at that point I called Select Express. I was told they would contact the tech and be back in touch for updates. Three days later, no one had contacted me so I called Select Express again. Again, I was told they would contact the tech and be back in touch but this (to this date) has not occurred). I then attempted to escalate my request for completion of Phase 2 to both Select Express and ***** ******** ***** via email on 9/23/22 and to this date have not heard back. At this point, I am beyond frustrated. So frustrated in fact that decided to conduct Phase 2 of the installation myself to complete the job. I am demanding a full and total refund of the money I paid in full on 8/28/22, plus the tools I had to purchase to complete the installation myself, plus $500 in compensation for the time it took me to complete this installation myself.

  Business Response

  Date: 12/01/2022

  Dear Valued Customer,

   

  We are very sorry to hear about this.  Our system shows this has been completed.  We will have a manager contact you to provide compensation for your inconvenience.  We hope our resolution will be suitable to you.  Thanks for your patience through this.

  Customer Answer

  Date: 12/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  I have not received a call from a Manager.  No compensation has been discussed.  I have zero confidence given the past with this company that anyone will contact me or provide me with the financial compensation I am due.  Just look at the trail, it took them 2 months to even reply to you as the BBB.  By the way, the only reason the job shows as complete is because I had to finish the installation myself.  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:09/07/2022

  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.

  Purchased a basketball hoop and paid for installation by Select Express on 7/22/22. This Friday will be will be 7 weeks since I paid in full for the hoop and installation. For the past 2 weeks Ive been told theyre trying to get me on the schedule. Early last week they confirmed an appointment for last Friday. Then Thursday evening I was told they couldnt come Friday because they couldnt secure the equipment they needed for Friday. So they asked if Saturday was ok, once again we confirmed the appointment over a holiday weekend, nonetheless, and sat waiting on a technician to show up between ****. No call, no show, then I was told by Select Express to let them see if they could get a hold of the tech. I waited until 5 pm on a Labor Day weekend just to be told that someone would call and reschedule within ***** hours. Its now Wednesday the week following the no call no show and Im still not getting any closer. Just being told that the scheduling team is working on it and will reach out when they have a date and time. This company is a joke, no communication, and no one from management will even call to to discuss.

  Business Response

  Date: 09/07/2022

  Dear Valued Customer,

   

  We are very sorry to hear about the delay in your installation.  We will do our best to make this right for you.  Your order will be escalated and a manager will be in contact you shortly to get you all set.  We hope this hasn't been much an inconvenience.  Thank you for your patience.

   

  Regards,

   

  Select Express Management

• Initial Complaint

  Date:08/08/2022

  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 ordered a treadmill from Lifespan Fitness and they chose Select Express & Logistics to deliver. I paid $350 for white glove delivery which includes delivery, unboxing, assembly, and removal of boxes. (The following is condensed due to character limit for complaint )They initially called to schedule the delivery for 7/28/22 but that was re-scheduled for Saturday 7/30 as I was unavailable on 7/28. I called to confirm delivery both 7/29 and 7/30 (the morning of the delivery and in the afternoon) No one came on 7/30. When I called to complain no one showed, I was told they don't deliver on Saturdays. I then called every day for 5 days trying to get it re-scheduled. Finally, on 8/5, they called and re-scheduled for 8/6 (Saturday). Approximately 8 times I told the company to tell the drivers of my steep driveway and the equipment needed. Today (8/6) the guys came to deliver. They were not aware of my steep driveway and had minimal moving equipment. They had no idea they were to put it in the room of my choice but complied. One of them seemed high and they barely were able to move the treadmill. If it wasn't for my husband helping, it would not have gotten done. After they put the treadmill in the correct room, I asked about assembly and was told they don't do that. Also, there are huge footprints on top of the treadmill box showing someone walked on the box. I called the company and confirmed I paid for white glove and it should have been assembled and am awaiting on a response. I asked which local company they are using so I could call them directly but was told they didn't know. Their website states, "Weve simplified Nationwide in-home assembly and set-up. With a network of more than 800 fully screened, experienced assembly technicians we offer delivery and building solutions for just about anything." This is clearly not the case. Not only were the delivery guys unprepared and unexperienced, they didn't even complete the service.

  Business Response

  Date: 08/08/2022

  Dear Valued Customer,

   

  We sincerely apologize for the issues explained in your review.  This will be escalated to Management to investigate and try to make this right for you.  We hope our resolution will be suitable to you.  Thank you for your patience and we hope you enjoy your purchase!

   

  Sincerely,

   

  Select Express Management

  Customer Answer

  Date: 08/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the matter has been resolved as I ended up assembling the product myself to rid myself of this company. I highly encourage companies to never use Select Express as in my experience with them I found the company to be disorganized and unprofessional. 
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  Date:07/25/2022

  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.

  6/7/22 service tracking #*********** ***** Home Gym installation only. I paid $80.Attempts were made to get equipment installed at my home.2 scheduled install dates were rescheduled without my approval and texts messages and phone calls were made to notify me. I was not available for either rescheduled date.On 6/28/2022 at 6:02 pm I called your phone no ************ and spoke with **************** rep and explained the 2 reschedules and my need to have the install done on days when it is scheduled and that I am only available on Wed and Fridays. She stated, "I can't say when a package is going to arrive at my home." I explained that the equipment has been in my garage. She stated, "people don't come to work." At no time did she apologize or offer a solution. Because she had a negative tone, I cancelled the order. At 7:29 pm, I spoke with *****s ******** Goods staff who stated that you are the only install company they work with. I explained my dissatisfaction and she stated she would try to get a resolution. I cancelled my order with her at that time. On 6/29/2022 at 9:39 am, I received a call from a customer service rep who asked me if I meant to cancel the order and when I explained the situation, she said that I could order the installation again for a "substantially higher price." She did not apologize and had an unpleasant tone. I told her, "at this point, the installation should be free." She put me on hold, spoke to her supervisor, when I asked what the price would be. She came back and said she would have to talk to *****s. I explained to her that I spoke with the staff member at *****s previously. I told CSR that I did not want the install. I told her I will contact headquarters or the BBB. Still no offer to resolve. On 6/29/2022 I spoke to *****s staff at 10:54 am and reinstated the order at no extra charge, It had not been cancelled in their system. No one has contacted us about new order **********. I want install on a Wed or Friday,

  Business Response

  Date: 08/08/2022

  Dear Valued Customer,

   

  We sincerely apologize for the issues during your delivery experience.  It comes to our attention that you order was indeed delivery on 8/4.  We hope the delivery went as expected and you are now satisfied.  Please let us know if there is anything further we can do.  Enjoy your purchase!

   

  Warm Regards,

   

  Select Express Management