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Business Profile

Delivery Service

Britts Express Delivery, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Delivery Service.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:04/22/2024

    Type:Delivery Issues
    Status:
    Answered
    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 4/13/24 I purchased a sofa chaise at Big Lots on Hill Rd in Pickerington, OH. When I inquired about the delivery details with ****, the salesman, he stated they used a company called "*****s". He said that they accepted only cash or money order and that the fee would be $90.00. When I questioned the practice of accepting only "cash or money order" by the delivery service and asked to see the delivery company information/ confirmation he stated he only had a phone number. I found this odd however he assured me they had no issues with this company. He said I would receive a call in a few days to set the delivery time. I did receive a call on 4/14 and we set a date for 4/20 with a time range of 9am-12pm with a phone ahead notice to my daughter who would be waiting to receive them as I had to work. I received a text from my daughter at work stating they could not deliver the sofa as it " was too big". They returned it to the store however they made her pay the full delivery fee of $90.00. I called the delivery service and was refused a refund. I went to Big Lots and they said they have nothing to do with the delivery company. I again asked to see whatever information, or contract, they had with this delivery company and what I received did not contain any language that stated I must pay for furniture that was not delivered. Nor was it ever discussed, verbally or in writing, with *****s Delivery that I would have to pay a full delivery for furniture they deemed " undeliverable". Now, I have had a larger sofa in my home, all one section, that was "deliverable". I do not understand how this was not deliverable, and if they felt THEY could not safely deliver it, why I had to pay for nothing in return.

    Business Response

    Date: 04/29/2024

    ATTN:  ****** *****

    COMPLAINT #21605624

    THE NAME ON THE NOTICE IS *** *******.  THIS WAS AN ACCOUNT WE HAD SEVERAL YEARS AGO.  NOT SURE WHY HIS NAME IS ON HERE.  FEEL FREE IN THE FUTURE TO ADDRESS TO ***** *****.

     

    THANK YOU!

    Business Response

    Date: 04/30/2024

    WE ARE A THIRD- PARTY DELIVERY SERVICE HERE IN THE COLUMBUS AREA.  OUR POLICY IS CASH OR MONEY ORDER AT THE TIME OF DELIVERY. IN THE PAST WE HAVE HAD SOME PROBLEMS WITH DEBIT AND CREDIT CARDS BEING DENIED AND PERSONAL CHECKS COMING BACK NON -SUFFICIENT FUNDS OR ACCOUNT CLOSED. UNFORTUNATELY WE HAD TO GO TO THIS POLICY.  

    WHEN OUR DELIVERY TEAM ARRIVED AT THE CUSTOMER'S HOME IT WAS A SECOND FLOOR APARTMENT AND THE ENTRY WAY HAD A WALL THAT WAS 40" FROM THE DOOR FRAME. THE SOFA HAD TO BE TURNED TO THE LEFT AROUND A CORNER AND TAKEN UP A FLIGHT OF STAIRS TO THE SECOND FLOOR.  WE NEEDED APPROXIMATELY 50" THEREFORE WE DID NOT HAVE THE SPACE NEEDED.  ALSO ON THE WALL WAS AN INSTALLED SPACE HEATER WHICH WAS PROTRUDING ANOTHER 3 ½ TO 4".  THE WIDTH OF THE DOOR WAY WAS NOT THE PROBLEM .  THE SOFA PART OF THE SECTIONAL IS 92" (THAT DOES NOT INCLUDE THE CHAISE OR THE CUSHION).  WE DO NOT DELIVER SECTIONALS ASSEMBLED.  A TWO PEICE SECTIONAL WOULD BE DELIVERED ONE PIECE AT A TIME. WE ALSO TAKE INTO CONSIDERATION THE POSSIBILITY OF DAMAGE TO THE CUSTOMER'S HOME AND MERCHANDISE.  THIS IS WHY THE SECTIONAL WAS NOT ABLE TO BE DELIVERED. WE DID RETURN THE SECTIONAL TO BIG LOTS SO THE CUSTOMER COULD GET A REFUND.  

    OUR POLICY IS THAT THE DELIVERY FEE IS STILL DUE BECAUSE WE WENT TO THE STORE AND PICKED UP THE MERCHANDISE AND WENT TO THE CUSTOMERS HOME AND THEN HAD TO RETURN THE MERCHANDISE BACK TO THE STORE.  HOWEVER WE ARE HAPPY TO RETURN THE $90.00 DELIVERY FEE.

    Customer Answer

    Date: 05/09/2024

    [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 



    Complaint: 21605624



    I am rejecting this response because: I did not receive a response from the movers



    Regards,



    ***** ****

    Business Response

    Date: 05/14/2024

    *****S' EXPRESS DELIVERY LLC. - BBB#21605624 - HERE IS THE COPY OF THE BIG LOTS RECEIPT REGARDING ***** **** $90.00 DELIVERY FEE BEING REFUNED.

Britts Express Delivery, LLC is NOT a BBB Accredited Business.

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