Complaints

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

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  J.W. Logistics, LLC

  3801 Parkwood Blvd STE 500 Frisco, TX 75034-8650

• 

  JW Logistics

  14141 Airline Hwy. Baton Rouge, LA 70817

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:01/11/2025

  Type:Order 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.

  On October 07, 2024, my business, United Family Logistics entered an independent contract agreement with JW Logistics. JW Logistics never adhered to their payment schedule and I was typically paid well past the 21 one day pay period cycle that I was informed of. Im currently awaiting pay for three weeks worked, 11/23/24-12/14. Per our agreement I shouldve received compensation on 12/20, 12/27, and 01/03. After the first delay of payment I received an email from JW Logistics on 12/23 informing me that they would conduct payments that week on 12/26 and 12/27. After failing to receive payment on 12/27 on I tried contacting them by phone and email on 12/31 but no response. I tried again on 01/03 and still no response. Ive done some research on JW Logistics and found some lawsuits for similar failure to pay issues. Im no longer looking to do business with them and just want resolution for the outstanding pay.

  Business Response

  Date: 01/13/2025

  We are writing in response to the complaint filed by United Family Logistics regarding their payment dispute with JW Logistics (JWL). While we understand their concerns, it is important to clarify that the situation outlined in their complaint does not fully reflect the contractual agreement and ongoing resolution process.
  United Family Logistics entered into a Master Broker Carrier Agreement (****) with ***, which clearly defines the scope of work, performance standards, and payment terms. Unfortunately, they failed to meet the requirements outlined in the ****, resulting in claims being charged back to ***. When we notified them of these claims and informed them that payment would not be issued for work tied to these unresolved claims, they acknowledged they were unaware of the implications and requested to terminate the working relationship.
  Per the ****, *** initiated a comprehensive audit of the entire history of work performed by United Family Logistics, including all claims and any potential overpayments. In line with our contractual obligations, payments were withheld while this audit was conducted. This process was communicated to United Family Logistics before the holidays and reiterated at the start of the year.
  The audit has since identified several claims and overpayments that need to be credited against the amounts owed. United Family Logistics will have the opportunity to dispute these findings by providing supporting documentation as outlined in the ****. Final resolution will be determined following this process.
  We remain committed to resolving this matter fairly and transparently in accordance with the contractual terms agreed upon by both parties. *** is actively communicating with United Family Logistics to ensure a resolution is reached in a timely and equitable manner.

• Initial Complaint

  Date:12/26/2024

  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.

  I ordered a large item from *******. JW Logistics was apparently hired to deliver it. I selected the option to have the item left on the porch regardless of anyone needing to be home. It showed an estimated delivery date of 12/18/24. The item has not been delivered over a week later. I have contacted ******* multiple times, who told me that JW Logistics received the item and so I needed to contact them to "reschedule" a no contact delivery. I have called and emailed JW Logistics and not received any response. I am currently out over $1100 and have no idea when or if I'll actually receive my order. The voicemail for JW Logistics (since no one ever answers the phone) states they'll call back in 24 hours, which is obviously inaccurate.

  Business Response

  Date: 12/30/2024

  We appreciate the opportunity to address the concern raised regarding the recent delivery incident. Below is an explanation of the situation and the actions being taken to resolve the matter:

  Firstly, I want to express my apologies for the inconvenience this issue has caused. Unfortunately, this is the first time I am hearing about this specific situation and we do not appear to have received a phone call from the number provided as part of this customer's order. We are unsure if another delivery company was contacted or an incorrect phone number was provided, but our *************** Manager will be reaching out directly to this customer to ensure direct contact and communication. 

  The delivery in question was affected by unforeseen inclement weather, which led to the delivery being postponed on December 23. This order is being prioritized and scheduled for delivery as soon as possible.

  Thank you for bringing this to our attention, and we appreciate your understanding.

  Customer Answer

  Date: 12/30/2024

  I have reviewed the business response and accept this resolution. This item ended up being delivered later in the day after I submitted the complaint, so no further action is requested on my end. The delivery staff were courteous and careful with the delivery. Thank you for the prompt response

• Initial Complaint

  Date:10/16/2024

  Type:Order 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.

  Be aware!!! They dont take care of your merchandise in the warehouse. The independent contractors who J.W. Logistics, LLC agrees to deliver your items arent paid on time so thats why your items arent delivered on time. I have tried to call headquarters about refunds for customers and independent contractors but all the phone numbers go to voicemail. They only like to respond by emails. Please be aware of buying any product from this company. They will try their best to not refund you for your returns or orders.

  Business Response

  Date: 10/17/2024

  Thank you for bringing this matter to our attention. However, we believe there may be a misunderstanding. Our company does not sell merchandise, nor do we handle returns related to purchased goods. We are a business services company that specializes in deliveries on behalf of our clients. The relationship and any refunds or returns would need to be handled directly with the shipper from whom the merchandise was ordered.
  In our ************ location, we have a strong track record, delivering with a 98%+ on-time delivery rate across multiple clients. We have not received any communication from the individual filing this complaint regarding a return or refund. If there are any specifics regarding this case that can help clarify, we would be happy to review them.
  Thank you for your understanding.

• Initial Complaint

  Date:07/15/2024

  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.

  I ordered tile through ******* on May 11. I paid $950 for the order. ******* opted to use the third-party delivery service JW Logistics since the order is fragile. The tile arrived with JW Logistics in ******* on May 30. Eventually, I received a notice saying my order would be delivered on June 20. The delivery didnt arrive that date, so I called the number for JW provided by Wayfair *************). A man answered and said they deliver to my town (Marathon) on Thursdays and would be there the following Thursday (June 27). Again, the day came and went, and nothing was delivered. Since then, I have tried calling the carrier several times leaving multiple voicemails and havent heard back. I complained to *******, and they have tried reaching out daily to JW to no avail. I tried calling the corporate number for this company and only get a busy signal. I question whether this company is legitimate. It is unacceptable that my order of almost $1,000 has been held this long, without anyone from the company contacting me proactively or returning my calls (or Wayfairs calls). I am willing to go to ******* to pick up the order, which I need for a renovation project, but I cannot reach anyone from the company. From the other complaints, it seems my experience is not unique.

  Business Response

  Date: 07/25/2024

  Good Afternoon **** ****, 

  Thank you for taking the time to reach out about your order. I am very sorry for any inconveniences you have experienced and can assure you that we take these matters very seriously. I will reach out to you directly to assist you with finding a solution and rectifying the situation. 

  Warmest Regards, 

  JW Logistics LLC. 

• Initial Complaint

  Date:07/12/2024

  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.

  ** "Logistics" will gaslight you into oblivion!June 28 - Order placed at *******. Given expected delivery window of July 9-12.July 3 - JW Logistics receives order at Richmond warehouse.July 8 - They text me that the order will be delivered the following day between 12:45 and 4:45, yay!July 9 - "The driver has had an issue with his truck and we will have to reschedule... We will update you by tomorrow afternoon with the rescheduled date."July 10 - No contact. No update.July 11 - After I send multiple texts requesting an update, I finally get, "We are looking into this with the warehouse now and will have an update later today." They do not provide an update.July 12 - After I send more texts requesting an update, I get, "We just got an update from the warehouse, they have not located your order on dock - we have rearranged our warehouse - we will reach out to you at the end of the day today [Sure, Jan] to let you know if it has been located."So, the driver/truck issue was clearly a lie, nor do I believe anything regarding rearranging warehouses. I understand that things happen, but I do not appreciate being lied to. At this point, I think they do have the property, but are waiting until they have other deliveries in my area to make it more "worth their while." Who knows, when they keep throwing excuses at the wall to see what sticks? This company will say anything to delay actually doing their job, and delivering your property.

  Business Response

  Date: 07/22/2024

  Thank you for reaching out and providing detailed feedback regarding your recent experience with our delivery service. We sincerely apologize for the frustrations and inconveniences you have encountered. Your experience is not reflective of the high standards we strive to maintain.
  We understand your disappointment and concern regarding the communication and delays you experienced. We recently moved our facilities in the ******** (RIC) market and have been diligently working through the complexities of this transition. Unfortunately, it appears that this change has impacted our ability to deliver your order on time, and for this, we are truly sorry.
  We apologize for the lack of clear and consistent communication from JW Logistics. Your experience with conflicting and unclear updates is unacceptable, and we understand how this has contributed to your frustration. Our goal is to provide transparent and reliable service, and we regret that we fell short in this instance. I am working with the local team to quickly resolve this issue and get your order to you quickly, and promptly. Please reach out directly to ********************************. 
  Once again, we deeply apologize for the inconvenience and stress this situation has caused you. Thank you for your patience and understanding as we work through this transition. Your feedback is invaluable in helping us improve our services.

  Warmest Regards, 

  **** Logistics LLC. 

  Customer Answer

  Date: 07/25/2024

  I am rejecting this response because:   the furniture has still not been located nor delivered.

  Moreover, Wayfair sent replacement items, which according to their tracker were received in the ****************** last Friday, July 19th, and I have yet to be contacted regarding these items. 

   

  Business Response

  Date: 07/25/2024

  Good Afternoon, 

  I have offered a solution for you to be escalate your issue to senior management but that has been rejected, so I am having my local team also reach out to you directly just to ensure that you are able to speak with someone directly from our team to try to get your order delivered promptly. Again, I do apologize for any inconveniences our move in *** may have caused for you. 

  Warmest Regards, 

  JW Logistics LLC

  Customer Answer

  Date: 07/25/2024

  I am rejecting this response because:   all I received was an apology and promises to look into the matter. There has been no change in my situation. I still do not have the delivery. Nor has communication improved with the Richmond warehouse. So, what exactly are you asking me to accept, thoughts and prayers? My complaint stands due to lack of demonstrable action on the part of JW Logistics.

  Customer Answer

  Date: 09/12/2024

  I never received the items. Eventually cancelled the order with the seller.

• Initial Complaint

  Date:06/03/2024

  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.

  I ordered a storage susyem from **** and it is supposed to contain 73 items in the delivery that were supplied by IKEA. I was given a 4 hour window for delivery. The delivery person(s) came and delivered the part of the order. They tried to leave without even getting my acknowledgement, upon asking about the missing items, they said contact customer service. They inturn marked the order as delivered. I reported the issue to IKEA business and they are investigating the issue. Also they handled the items very roughly that damaged about half of the items that were not packed in cardboard boxes. Truly ridiculous service even after paying the hefty money for delivery.

  Business Response

  Date: 06/18/2024

  Hello ********, 

  We are very sorry to hear about your experience with your delivery. We never want customers to be left unsatisfied and always strive to ensure that we provide the best service possible. Your initial review provided to us about the service stated that "Everything was great. Love the cabinet & the book case that i got. The delivery men were professional."  led us to believe that the delivery was successful and had no issues. Had we been notified otherwise we would have reached out to resolve the issue immediately. 

  Please reach out to *********************************** for any further assistance. Thank you for your review and holding our team accountable. We take these seriously and will be sure to review with the driver who performed your delivery. 

  Warmest Regards, 
  JW Logistics 

• Initial Complaint

  Date:05/31/2024

  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 was contacted on Tuesday 5/28/24 for delivery of our dining furniture: 1 large table and 8 chairs, plus an extension to the table. It was scheduled for delivery on 5/29/24. I was informed by text regarding "the truck broke down". After a few yes, no and no yes response, finally it was determined that the truck could not be fixed for delivery on 5/29/24. Then it was set for delivery on 5/30/24 which was again being postponed since the repair was not completed. Then it was again scheduled for next day which is today 5/31/24. Finally, they came. At 12:51 p.m. 5/31/24, I was contacted and informed the time of delivery was 1:15 p.m. I did ask if all the boxes would be delivered to my condo, the answer was YES. I did mention that "my husband is a disable vet, he could not do a thing, he is 77 years old!!!!". Well, please look at the pictures of the boxes. Very disappointed, heart breaking... This set was not WHITE GLOVE delivery, but when a customer raised concerns about lifting, old age, disable vet.... And the pictures say it all!!! No caring, no compassion, no heart....

  Business Response

  Date: 06/03/2024

  Thank you for bringing this to our attention. At JW Logistics, we take great pride in delivering exceptional service, and we deeply regret that we fell short in your case.

  
  First and foremost, we extend our sincerest apologies for the inconvenience caused by the rescheduling and the issues with the final delivery. We understand how frustrating this must have been, especially given the importance of the delivery to you and your family. We greatly value our veterans and appreciate your husband's service to our country. To address this situation, we have taken immediate action. The driver team involved has been put on notice, and we are conducting a thorough review to ensure such an incident does not happen again.

  
  Your feedback is invaluable in helping us improve our services. If there is anything more we can do to rectify this situation or if you have further concerns, please do not hesitate to contact us directly at [your contact information]. We are committed to making this right and restoring your faith in our company.

  
  Thank you for your understanding and patience.

• Initial Complaint

  Date:05/15/2024

  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 did some work for this company on Dec 7, 2023 and still have not received payment. I've reached out via phone and email and can never get a response.

  Business Response

  Date: 05/31/2024

  ***********, 

  We are very sorry to hear about your experience and would love to work with you to get this resolved. A member of the *** team has reached out to you directly via email, and will work with you to ensure that the situation is resolved promptly. 

  I can assure you that we take these things very seriously and want to make sure that you are made whole. Again, we apologize for any inconveniences. 

   

  - JW Logistics 

• Initial Complaint

  Date:04/22/2024

  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.

  The Reno branch received my order on 4/4. I was told by the company I ordered from that the delivery company would contact me within 2 business days. They texted me (not called) late on 4/10 wanting to delivery the next morning. Since I was unable to be at home I asked to schedule for 4/11. They told me they wouldn't be able until 4/19. They agreed to the date, then sent me another text shortly after saying they could not guarantee the date but it would be the week of 4/15. Since then, the company has stopped communicating with me. I have called, texted, and sent messages via the website in order to schedule my delivery. I spoke to the company I ordered from and they told me it was supposed to be delivered 4/19 so I waited all day and no one showed up or contacted me. I am still unable to reach them and have yet to schedule my delivery. I just want to be able to get my product delivered and at this point, they are refusing to do so by ignoring my calls and texts.

  Business Response

  Date: 06/28/2024

  Thank you for reaching out and bringing this matter to our attention. We have received your complaint and our team is currently reviewing it. We take these matters very seriously and strive to provide the best service possible to our customers. If you have any additional information or would like to discuss this matter further, please feel free to contact us directly at ********************************* We are committed to resolving this issue promptly and to your satisfaction.
  Thank you for your patience and understanding.
  -JW Logistics 

• Initial Complaint

  Date:03/30/2024

  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.

  I purchased a product from Wayfair. ******* used this company as a delivery partner to have my sectional delivered & put together by this company complimentary of white glove service. This purchase was made 2/21/2024. The delivery partner finally received the 3 total pieces of my shipment on 3/8/2024. I was emailed that I would receive a call from the delivery partner two days before my delivery date to confirm whether Id be home to receive the delivery & another call 30 minutes prior to drop off. I didnt receive a call however 3/13/2024 Wednesday, I received an email saying that my delivery & white glove service was scheduled for Friday 3/15/2024 between 6am-6am. From that point, I made efforts into contacting the partner as I couldnt reschedule online using the Wayfair website. When I first made contact with the company, by the customer service number given to me **************, the automated message said they were having long wait times, followed by a directory that was for Wayfair customers. From the directory, I was greeted by a voicemail for the delivery company. I left a voicemail and waited for a response. To no avail, I did not receive one. I called the following two days after and was finally able to speak with a representative the morning of 3/15/2024 around 10:00am. I was rescheduled later that day for 2:30pm and 4 hours later. I explained that I work between the hours of 6am and 2:30pm and that I would need time getting from work to home due to traffic. I was told that there is a possibility that the drivers would wait for me. I make it home shortly after 3pm. The delivery never happened and I only received few updates later that night prior to it coming. Ive had 0 successful deliveries or attempts in being able to speak with the company regarding my product. It is now 3/30/2024 and I have not received my product.

  Business Response

  Date: 04/15/2024

  ******, 

   

  Thank you so much for providing your feedback about your experience with JW Logistics RIC. I have reached out to our local team to ensure that your order has been delivered. If you have any other issues and would like further assistance getting your order sent to you, please let use know. We take all complaints very seriously and want to make sure that every customer is left satisfied. Please reach out to ************************************* and cc ******************************** directly for further assistance with your order.