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Business Profile

Couriers

DRB Courier Services

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Couriers.

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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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Complaint status

Complaint type

  • Initial Complaint

    Date:01/25/2025

    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.
    used company for delivery of a dresser from a West Elm outlet store and paid for delivery service up front. service was set up and then cancelled due to weather. several attempts made to reschedule service but company is not willing to adjust their schedule for us to receive item although multiple days provided. while trying to resolve issue scheduler/employee "*******" became irate, raising her voice over the phone and advised we pick up item ourselves. Item has already been picked up by their service and they are in possession of our item so we are not even able to pick it up from store. She hung up during discussion so issue was not able to be resolved

    Business Response

    Date: 02/17/2025

    Customer named ***** ********* set up delivery but stated he is only available on Mondays and Fridays. I explained we normally are not in the ******** area on those days but I will see what I can do. We set up delivery for Monday January 20 however on the 19th I notified the customer that all deliveries would be delivered on Tuesday due to the incoming snow storm that Monday. Customer then requested delivery Monday the 27th. I advised I would let him know 2 days in advance whether it was feasible. On Thursday the 23rd our delivery truck went down. I spoke with the customer over the phone to advise that I was not sure we would have the vehicle back for delivery the following Monday. Customer was angry and wanted a guarantee I could not provide at the time. Customer then said he could be available to 31st of January or the 3rd of February and needed me to specify which day which I could not do. i asked about the morning of the 31st and customer said it had to be in the afternoon. Customer still wanted me to guarantee a delivery date so I also explained that our paperwork that the stores hand to customers state that customers buying from the outlet needs make arrangements to receive delivery or are subject to storage and or re-delivery fees and since customer was adamant about a specific day and time at this point it would make sense to pick up the order after we returned it on our next trip to the outlet. There was a lady screaming in the background so I hung up and forwarded a copy of our paperwork to ***** (attached).   

    On Monday the evening of the 27th our truck was returned so I asked via text whether he was interested in Delivery Friday the 31st and I received no response, so my partner called and ***** declined delivery and requested a refund of the $175 delivery fee which was refunded within minutes (attached). His dresser was returned promptly the morning of the 28th. On the 28th the West Elm store manager emailed me because she could not find the dresser. I advised that we had returned it the day before and where it was placed. Dresser was found and we thought all was fine until we received this complaint from the BBB in the mail 2 weeks later.  

     

     

  • Initial Complaint

    Date:09/24/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Item was purchased at Potterybarn. Paid DRB Courier Services LLC to store and deliver the piece of furniture. The Item was Delivered on August 1, 2023 DRB Courier Services LLC delivered our table after knowing/seeing the damage. Not telling us. Taking our tip we gave them. We called the day it was delivered telling them the table was ruined. They were already aware and admitted they damaged it when it was being stored in their possession. *** the owner/manager told me to get a quote and he would pay the repair. The repair costs as much as the table was brand new. He agreed that he would pay the cost of the table ($600). we have attempted to call/text/contact *** a few times now. And we have not received our refund or a call back.Below are pictures of texts between the gentlemen we received the quote from for the repair (***************************) and *** (DRB Courier Service LLC). Please help us rectify this situation. This was a significant amount of money for our table and a very deceitful company to work with.

    Business Response

    Date: 10/26/2023

    Hi BBB,

    We have been receiving mail regarding this matter but you might have the incorrect address.  464 Box Elder is a residential address that to the best of my knowledge is not tied to DRB Courier Services, LLC.  It seems there are two records in your database and an Internet search revealed the following (********************************************************************;19401-2101).

    Be happy to discuss to help close out this matter.

    Sincerely,

    *******************
    ************

    Business Response

    Date: 05/05/2024

    Customer agreed to submit a written estimate for repair of the table during our telephone conversation since she declined to have us pick up and have it repaired at the professional shop we use. As of today, May 5, 2024 no such written estimate has been received.  Our email has been provided during the time we conversed. Due to the table being an open box Outlet item our policy is to pay for repair of the item or refund of the delivery fee. We will not cover the cost of a new table unless it is completely destroyed and unusable. At that time we would pick up the table and pay the amount via copy of receipt which customer also has not provided. Since it has been almost a year from our first correspondence and the table has been in the customer's residence and may have been subject to further damage we will offer the delivery fee plus storage refunded of $175+20x2 weeks totaling $215.     

    Customer Answer

    Date: 05/12/2024

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    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. Aside from the agreed resolution. I will be writing customer reviews and formal written complaints based on experience with this company.

    Regards,

    ***********************

DRB Courier Services is NOT a BBB Accredited Business.

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