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:10/29/2022

  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.

  These clowns should not be in business. Or they should go thru & get rid of some managers. We had been notified of a scheduled delivery of a vanity from Wayfair. Notified by both JW Logistics as well as Wayfair for Saturday morning between 7-11AM. Not only did they not show up, there was no notification that they were delayed or running late-nothing. Very unprofessional. Attempts to contact them thru the number they provided were fruitless. Repeatedly put on hold then transferred to a voicemail account at the Houston office. Most frustrating when the tracking history was examined it indicated the vanity was at their Shreveport warehouse 8 days earlier-yes that's right-Eight days!!! Literally the vanity was 20 minutes from my house for 8 freaking days. When Wayfair was contacted for their help, they indicated they could not even reach JW Logistics. Apparently they are a "third" party carrier. If Wayfair and/or Home Depot think that using these clowns as the final delivery and customer contact is helping their image, they are sadly mistaken. If I could have some input as to carrier delivery of products I have paid my hard earned dollars for, JW Logistics would be out of business. Any company that has no one who can be contacted with questions about customer issues should be a big red flag to anyone!!!
  Thank you...
  

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 5, 2022/10/31) */
  Hi *****,
  We do apologize for the delay getting your order delivered to you. We did receive your order on 10/21 and have been working on scheduling it for as soon as possible. I also apologize for the lack of communication that you have received and this issue will be addressed. Our local team was able to get your delivery scheduled for this Wednesday. One of our team members has reached out to you and provided you with an update via voicemail. If you need any further assistance please feel free to reach out to********************************. Again we do apologize and will resolve this for you as soon as possible.
  
  
  Consumer Response /* (2000, 7, 2022/11/01) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I was contacted by Kelly with JW Logistics. She acknowledged that the local delivery company dropped the ball. They are a third party contracted by JW according to Kelly. She listened and was responsive to my concerns. She arranged for another carrier to take posession & deliver 1st thing Tuesday morning. It's obvious that they have some serious issues with logistics & communications. Hopefully they will begin to solve some of their problems in the remote areas. But for now, I am satisfied with my albeit late delivery

• Initial Complaint

  Date:10/13/2022

  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.

  I made a purchase from The Home Depot on 10 Aug 22 (order #WXXXXXXXXX). Expected delivery was on 6 Sep 22. However, it was never delivered. Upon reviewing the purchases online, The Home Depot website indicated that it was delivered on 17 Aug 22 at 12:05 PM. After reviewing all of the security footage at my location, it was determined that the only vehicle that made a delivery at about that time was the UPS truck and there were only small boxes delivered. There were no large 61" x 22" Double Sink Vanities delivered on that day or either day to the left or right of the 17th. I contacted The Home Depot and they told me to contact JW Logistics with tracking #XXXXXXXXXXXX. I have attempted to contact JW Logistics numerous times and cannot get anyone to answer the phone. I called The Home Depot again last week and talked to customer service. They have opened a case (#XXXXXXXX) to look into the problem. As of today, I have NOT received any word on what's going on with $3294.00 worth of vanities. By the way, this is a State of Louisiana purchase so this is taxpayer money that is being stolen.

  Business Response

  Date: 12/22/2022

  Business Response /* (1000, 5, 2022/10/14) */
  Hi *******,
  We do apologize for the experience with your delivery. We did investigate your order and see that for some reason our driver marked your order as delivered instead of attempted delivery. Our local team is working on getting this corrected for you as soon as possible. Our customer service team will continue to reach out to you as soon as more updates become available. Again we do apologize and have marked this as a priority. Please contact us via email at ***************@jwlogistics.com with any further questions or concerns.
  
  
  Consumer Response /* (3000, 7, 2022/10/19) */
  Good morning!
  
  Kelly called me last week and gave me what she told me was her direct line. It turns out that it is the same line that is never answered. She also gave me her "personal cell" number that she never answers.
  
  In the meanwhile, I'm still out $3300 worth of lavatory tops.
  
  
  Business Response /* (4000, 10, 2022/10/20) */
  Hi *******,
  We do apologize for the trouble you experienced with your delivery. Yes we do take responsibility that our driver was not allowed on the base and are working on these issues so others do not have to experience this problem. We have experienced a shortage of drivers in that area which has caused a delay in getting orders out in a timely manner. We do our best to try to communicate with our customers and provide them with the best customer service possible and also understand there are some flaws that still need to be worked out. We are happy that you were able to pick up your order and if you need further assistance please let us know.
  
  
  Consumer Response /* (2000, 11, 2022/10/19) */
  From: ********, ******* L *** ** ****** ***** (mailto:***********************@********)
  Sent: Wednesday, October 19, XXXX XX:XX AM
  To: BBB
  Subject: RE: (**************) BBB Complaint Case# ******** (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXXX)
  
  Good morning again.
  
  I finally got a call back from Kelly. She said they were supposed to have delivered it already, but she would call them again. I asked her to let me know the location of my order. Later this morning, I received a call from Alicia at their Shreveport location. She informed me that they had attempted delivery, but were not allowed to come on post to make the delivery. She didn't give me a date. I did explain to her that there are two reasons their driver would not be allowed to make a delivery with one being lack of insurance and the other being a lack of a valid driver's license and/or lack of valid ID for everyone in the vehicle.
  
  Regardless, I went to their location in Shreveport and picked up the items. I now have them in my possession.
  
  The Home Depot needs to find another source of delivery of their products. RW Logistics is not qualified to make timely deliveries as I had to enter their location and I saw a lot of Home Depot products just sitting there. The majority of the problem that I have with RW Logistics is their inability to answer the phone at their corporate office. They are supposedly a nationwide business, but they do not have anyone who can answer the phone.
  
  Thanks for your help in getting this matter resolved.
  
  
  ******* L. ********
  ******* ***
  ********* ******** ******
  Office (XXX) XXX-XXXX
  Work Cell (XXX) XXX-XXXX

• Initial Complaint

  Date:10/12/2022

  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.

  I ordered a vanity from Home Depot. It was delivered to JL Logistic 10/26 and should have been delivered to me 10/29. I have NEVER been contacted regardimg any delays.
  Everytime I call, I'm lied to and given another date. No phone calls advising of changes. I've had to cancel plumber 3 times and been without a bathroom for weeks.
  
  On 10/29 I was told would be delivered 10/07.
  On 10/7 I was told it would be 10/14.
  On 10/12 I was told they have no clue, because they don't do these types of deliveries and don't have staff.
  

  Business Response

  Date: 12/27/2022

  Business Response /* (1000, 5, 2022/10/12) */
  Hi ******,
  I do apologize for your experience and we are happy to assist you. As our customer service team explained to you, we will be happy to deliver your item tomorrow. After further investigation we do see that the dates given to you for delivery were given to you incorrectly by Home Depot. Per our policy, we reach out to our customers directly with delivery information not Home Depot. Again we do apologize for all the miscommunication you have received and are working on getting this corrected for you. Please reach out to us again at [email protected] with any further questions or concerns.

• Initial Complaint

  Date:10/07/2022

  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.

  An item was supposed to be delivered by JW Logistics on October 5th. My confirmation email states "Carrier will call to arrange a 4 hour window. Unpacking included along with packing removal" The carrier did not call me, and the item was delivered on September 29th when I was out of town. The item is still in the box and from what I can see from the holes on the box, it has damage as if it was scraped up against something metal. I do not have the means to move the item myself. I tried calling but was on hold for 4 minutes before the automated system prompted me to leave a voicemail, which I was unable to do because JW Logistics voicemail box is full.
  

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 5, 2022/10/10) */
  Hi ********,
  We do apologize to hear about your delivery experience. As explained to you by one of our customer service representatives, we do acknowledge the delivery was not completed as requested and would be happy to have another team come out there to correct this. The original carrier that completed the delivery is no longer working with us. You did inform us that you were able to get the item moved into your home so we went ahead and created a case with Home Depot to report that your delivery was not completed as requested and it is also damaged. They will be able to assist you from there with picking up the item and reordering if that is your wish. Again we do apologize for your experience and if there is anything else we can do please reach out to us again at [email protected].

• Initial Complaint

  Date:09/03/2022

  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.

  These guys deliver for Home Depot in Denver, CO. They have lost my shipment. I have called 10+ times. Left messages. Nothing. I just want my money back. Horrible business practices.
  Tracking # XXXXXXXXXXXX

  Business Response

  Date: 10/28/2022

  Business Response /* (1000, 5, 2022/09/06) */
  Hi Mr. ****,
  First off I apologize for the lack of communication that you have experienced. Thank you for taking time to speak with one of our customer service representatives. We have marked your order as cancelled with Home Depot per your wishes and will return it to them. Again we do apologize that we did not reach out to you before now and if there is anything else we can do to assist you please reach out to us at the email address [email protected].

• Initial Complaint

  Date:09/01/2022

  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.

  I ordered a 72" bathroom vanity from Home Depot which was to be delivered 3 weeks ago. I received a txt message from JW Logistics confirming the delivery. I took the day off and the deliver never arrived. I called JW Logistics and they stated they show it arriving but now can't find it. They advised me to call Home Depot and order another one and advise them that JW Logistics lost it. I ordered another that same day. I received another text yesterday advising me it was to be delivered today (August 31, 2022). I called JW Logistics 2 times today and they assured me it was going to be delivered by 5 p m. today. It's 6:22 p.m. and not only are they not taking my calls, but the resolution desk at Home Depot can't get an answer as to where the vanity is. This is expensive for me as I have contractors waiting to finish my bathroom remodel, but no vanity to complete the work. No one at JW Logistics take accountability for their errors. I DO NOT RECOMMEND USING THIS COMPANY!
  

  Business Response

  Date: 10/19/2022

  Business Response /* (1000, 5, 2022/09/02) */
  Hi Mr. *********,
  First off we would truly like to apologize for your experience and are working on getting your deliver issues resolved. We do appreciate your patience and for your cooperation speaking with our customer service team yesterday. We once again apologize for the lack of communication between us and the carrier who was responsible for delivering your item on 8/31. As our team member explained last night we were able to get your item out for delivery today. If you need further assistance please do not hesitate to reach out to our customer service team at ***************@jwlogistics.com.
  
  
  Consumer Response /* (2000, 7, 2022/09/06) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They did follow up with me right away. Although the leadership team with this company may have every intention of providing good customer service and follow up. It appears that the boots on the ground at the warehouse are entirely overwhelmed with the in/out day to day business tasks at hand. The left hand has no idea what the right hand is doing, thus leaving leadership to backtrack and attempt to band-aide severe problem.
  It's the customers of the vendors that are left hoping that our deliver gets to our address timely, or even at all. I hope leadership makes some dramatic changes soon.

• Initial Complaint

  Date:08/25/2022

  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.

  I ordered my couches over a month ago. They have been sitting in the warehouse for two weeks and I've had no contact from the company about delivery even though they told Ashley furniture they were in contact with me and they were scheduled for delivery two days ago. We'll I wasn't home and i had a call thirty minutes prior to delivery that I didn't see because I was working. I tried to contact them multiple times after I checked my phone and couldn't get ahold of anyone and never got a call back. I've tried to contact them to schedule a delivery. I've called three times today and still have got a reply. The first time I called them I was on hold for 45 minutes. 30 minutes the second time and another thirty minutes the third time. This company is trash and I'm tired of dealing with them. If this is the best they can do they need to just shut their doors because they are obviously incompetent.
  

  Business Response

  Date: 10/17/2022

  Business Response /* (1000, 5, 2022/08/26) */
  Hi Mr. *****,
  We do apologize for your experience and are working on getting your delivery scheduled. We do accept that there was a lack of communication on our side when your delivery was first scheduled and apologize for that. We do strive to provide our customers with a positive customer service experience and realize this is a situation that we did not and again we do apologize. One of our local team members will reach out to you and get this scheduled for tomorrow. Please do not hesitate to reach out to us at ***************@jwlogistics.com for any other questions or concerns. We thank you for your time and feedback.

• Initial Complaint

  Date:08/17/2022

  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.

  Delivery driver was supposed to do room of service delivery. I wasn't home and he left package with gardener who told him she couldn't accept delivery. He left it anyway. 100 lb mirror that I cannot move. I paid extra to have him deliver to my second-floor hallway but didn't get it. Mirror still sitting outside.
  

  Business Response

  Date: 10/03/2022

  Business Response /* (1000, 5, 2022/08/18) */
  Hi ******,
  We do apologize for the confusion with your delivery. As our local team explained to you yesterday, during your delivery our driver was told by a woman to deliver your item in the backyard which would be considered as them accepting delivery. As our text message states that as long as it is someone over 18 years of age they can accept the delivery. Our delivery team did as they were instructed even though it was listed as a room of choice delivery they were told to leave it in the backyard. Even though it was considered a completed delivery as the delivery team did follow the protocol we were still willing to try to get a resolution to accommodate your original request. As explained yesterday to you, we did not have another truck available since it was late in the afternoon but would work on trying to get a team out in the morning to have it moved for you. We were notified by you this morning that you did discover damage to the item and reordered a new one. Again we do apologize for the confusion you experienced during your delivery and are happy to try to get this resolved for you. If you need further assistance please send an email to ***************@jwlogistics.com and one of our team members will be glad to assist you.

• Initial Complaint

  Date:07/21/2022

  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.

  Placed on order through home depot on 6/28 for 10-18000 btu ac units which are the only source of ac for my apartment complex. It is over 100 degrees for the past 2 weeks and this delivery company has been sitting on my units since 7/13.. This order was scheduled to be delivered on 6/29. Then delivery got pushed back to 7/20. My residents are suffering in these extreme heat conditions for me to be told they won't be delivered until 7/26. This is unacceptable.

  Business Response

  Date: 08/19/2022

  Business Response /* (1000, 5, 2022/07/21) */
  Hi *****,
  We do apologize for the delay in getting your delivery to you and the frustration you have experienced. Our customer service team was happy to speak with you this morning and have our local team arrange a time that for you today to pick up your order. We have also alerted Home Depot that you picked up your order and that we were not able to complete the delivery. Unfortunately in that area we have experienced a delay in getting deliveries out due to a shortage of drivers and are working on this issue. Our local team was happy to assist you with loading your items and if you are needing any further assistance please reach out to us at ***************@jwlogistics.com.
  
  
  Consumer Response /* (2000, 7, 2022/07/22) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The order that was suppose to be delivered was personally picked up by myself on 7/21

• Initial Complaint

  Date:07/18/2022

  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.

  I ordered a bathroom vanity from The Home Depot on 7/2. My item was be delivered 7/7. On 7/12 I contacted Home Depot and was told it attempted be delivered by JW Logistics on 7/7 but they could not access delivery. No one can tell me what that means, but that it was going to be delivered 7/13. It was not. I check the tracking and it said delivered on 7/11. It was not. On 7/14 I started calling JW Logistics. I left messages with no return calls. I did speak to a representative who told me she would contact the delivery team and call me back. I never heard back. I called 13 more times, never was able to speak to someone, always just sent to a voicemail box.
  
  I have spoken with Home Depot and they are hopefully going to resolve this with me but JW Logistics has to be the absolute WORST delivery service.
  

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/07/18) */
  Hi *****,
  We apologize for any miscommunication and for the frustration you are experiencing. After reviewing your order, we did try to deliver your items on 7/14 however due to an accident the driver was not able to complete delivery due to not having access to the road. We did create a case with Home Depot and let them know that we did attempt delivery. Our team has a new delivery date scheduled for you this week. We did try to reach out to you again and update you. We will try to reach out to you again. Please feel free to reach back out to us at [email protected]. We look forward to hearing from yo.
  
  
  Consumer Response /* (3000, 7, 2022/07/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Frankly I do not believe this. I have now been given 3 different dates that an attempted delivery was made all with the same excuse of not being able to access the house. However, I have had no issues with Amazon, Floor and Decor, UPS, or FedEx deliveries. Due to home renovations and being a teacher, I have had deliveries every single day for the last 3.5 weeks. Again, ABSOLUTELY NO ISSUES. According to the voicemail I was left on 7/18 there was an accident the day you "attempted to deliver." I contacted the local police and fire departments. There have been no accidents anywhere close to my house restricting access to my house in MONTHS.
  
  Also the 14th was the day that I spoke with someone from the local office at approximately 3pm and they told me delivery was attempted on 7/11. But on 7/13 I was delivery was attempted on 7/7. So which date is it? And wouldn't you have called me if you tried to delivery it THREE times and were unable to. Something isn't making sense.
  
  No you do not look forward to hearing from customers because if you did you would email them back and clean out your voicemail box so customers could leave you a message. Absolutely ridiculous that in 2022 with all the technology available your voicemail box is full.
  
  Horrible customer service, that repeatedly lies to customers. Archaic practices and just all around poor business practices. Based on other complaints, I am not the first and I doubt I will be the last. I just hope Home Depot realizes what a horrible business they have partnered with and terminate their relationship with you.
  
  
  Business Response /* (4000, 9, 2022/07/20) */
  Hi *****,
  Once again we do greatly apologize for the frustration and miscommunication you have experienced. I do see that you are correct the attempted delivery date was 7/13 and on 7/14 is when we opened the case with Home Depot to report why your delivery was not completed. We were told by the carrier who was delivering your order that the access road to your home was closed. We are happy that you were able to get your item today. We thank you for your feedback and will continue to work on improving our communication and customer service.