Complaints

This profile includes complaints for NonstopDelivery, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  NonstopDelivery, Inc.

  4500 Southgate Pl Ste 300 Chantilly, VA 20151-1714

• 

  NSD NonStop Delivery

  223 Owens Ave Lexington, KY 40502

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:03/02/2024

  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.

  NSD was suppose to deliver items today that were purchased from ********** early this week. They then changed part of the tracking informatiuon during the delivery period and said that it was now rescheduled for whenever and that they attempted delivery when in FACT THEY DID NOT. I spoke with **********, they sound somewhat clueless about NSD and after reading Consumer Boards and the BBB they are downright scary. Their rating is an F omg how did they even get the contract with **********. I want my delivery, I do not want their excuses or hang ups when calling NSD their customer service who has not a clue what is going on.

  Business Response

  Date: 03/08/2024

   ***** and **********- thank you for sharing your feedback with us. We apologize for the inconvenience you experienced with your delivery. We take your concerns seriously and will address this issue with our delivery partners to ensure better service in the future. Your satisfaction is important to us. Please provide your Hubgroup tracking number at **********************

• Initial Complaint

  Date:01/16/2024

  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.

  We placed an order on Jan 2, 2024, for a pool table, was told that NSD would be delivering it due to being a large package. Expected delivery date was Jan. 10, 2024, and on Jan 8th they updated and said it had reached the final carrier facility which was the same city as the delivery address and since there was no update, we assumed it would for sure be delivered so my husband took a day off of work to stay home for said delivery, well it never came. It wasn't until the following day that the account was updated to delivery by the 17th. Being frustrated I tried calling NSD to get a live update, I tried this multiple times, and you can never speak with a human or get an answer on their chat! Very frustrating and unprofessional. Finally, we got a scheduled update on NSD website that said January 15th, 2024, between 3pm-7pm, well here it is 1:26pm on Jan 16, 2024, and still not package or update, still just says on the truck for delivery and expected on the 15th. This is a very unprofessional business. ****** even tried calling and could not get an answer from them. This is a $600 order that I would very much like to have delivered ASAP, but it looks like that isn't going to happen! I am hoping that there is some type of compensation I can get from the company since it appears they are just keeping it for themselves.

  Business Response

  Date: 01/20/2024

  Hi ******- sorry about your delivery experience and any inconvenience we may have caused you. Your delivery has been confirmed scheduled for 01/22/2024 between 8am-12pm If you have any questions, please feel free to contact us at [email protected] thank you. Here are the delivery details. 

  Freight Bill: *******

  Delivery
  01/22/2024 8:00 AM - 01/22/2024 12:00 PM
  Appt Made: YES
  Impacted By:
  Status: SCHEDULED
  Mode: LM
  Service: BASIC
  LMC: EAST
  Consignee
  
  *************************
  *******************************
  HAYSI, VA *****
  Phone: **********

  Customer Answer

  Date: 01/22/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I just received a response that says delivery was attempted and it was not. I am currently sitting in front of our window watching for a delivery truck and Noone has pulled into our driveway. I work from home so I gave been watching. This company is a joke and I guess someone will be enjoying our pool table on our expense! This is lies!
  
  Regards,
  
  *************************
  

  Business Response

  Date: 02/02/2024

  Our records indicate the order was rescheduled and the delivery was completed on January 25th.

• Initial Complaint

  Date:01/11/2024

  Type:Customer Service 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 pool on Dec 18th and was suppose to be delivered didn't hear anything from company according to tracking delivery was attempted. There was no delivery attempted. The pool got sent back to ******. I ordered another one the same day this one was suppose to be delivered on January 4th 2024 between 3 and 6 for a email the day before to confirm the date and time. Sat and waited no delivery was attempted or delivery. Called Nsd and no answer called all weekend left messages with no call back. Today is the 9th of January finally got ahold of someone and the lady stated that there was delivery set up that was all ****** and I didn't get a email to confirm either. The next time a truck will be in my area will be on Thursday the 11 th and the appointment was made. I asked who made this appointment because I surely didn't. I have missed 2 days of work due to this company. I told the representative that I wanted a supervisor or managers phone she gave me a email I said nope not emailing anyone want a phone number. The rep stated that this is how a logistics trucking company work. I own a logistics trucking company and this is not how this industry works. I want my pool delivered with no more lies and excuses. If they can't do the delivery then why take the load. This company after reading all the reviews is a fraud and dishonest company that should not be in business no longer.

  Business Response

  Date: 01/15/2024

  ******- we apologize for the inconvenience you experienced. We strive to provide excellent customer service and are sorry that we fell short in answering your call. We appreciate your feedback and will work to improve our responsiveness. Please email us at [email protected] to better assist with your hubgroup tracking number. Thank you for bringing this to our attention.

  Business Response

  Date: 01/18/2024

  01/11/2024 2:11 PM 01/11/2024 12:52 PM DELIVERED
  
  

• Initial Complaint

  Date:12/14/2023

  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 ***** and ****** portable washing machine on ****** on November 27th. ***** and ****** then used NSD to ship my package. It is now December 14th and I still have not received my order. It didn't leave the facility until December 5th and then it was expected to be delivered on the 11th. It was not. Then it was expected to be delivered on the 13th. It was not. Now its saying between the 13-20th. I have already waited over two weeks for my order. I tried contacting NSD through the online chat but no one responded. Then I tried calling and I sat on hold for 17 minutes until the automated message said a representative will call me back and then disconnected my call. At this point I cant even get a refund from the seller because its still out for delivery, I cant pick it up myself because no one will respond to me and its still not delivered. I just want my portable washing machine to be delivered!!!

  Business Response

  Date: 12/18/2023

  Hello,

         We apologize the order was not delivered as scheduled on December 15th.  Our records show the order has been rescheduled to delivery to your location on Friday, December 22nd.  Regarding picking up the order from our local terminal, ****** requires that they approve any pickup requests from our local terminals.  So, you would need to contact ****** on ************ so that they can send us authorization to release the order directly from our terminal in Olathe, Kansas.

• Initial Complaint

  Date:10/13/2023

  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.

  Package Tracking Estimated Delivery Sep 22 Status IN_TRANSIT Tracking Number ******** Shipping Provider Nonstop Delivery Tracking History Oct 06 5:39 PM Casper, WY Order has arrived at destination terminal Sep 15 9:45 AM Casper, WY ******** carrier departed the shipper location with freight Sep 08 3:52 PM Atlanta, GA Order posted in the system and a freight bill number is assigned This company has NOT returned my calls NOR have they attempted to call me about setting up a new delivery!!!! I have paid *********.com OVER $2,200.00 for gthe following: Internet # ********* Model # ** ** **** w/LED Light Bar UPC Code # ************ Store SKU # ********** Store SO SKU # ********** back on 7 SEP 2023 and they have done NOTHING about getting my order to me!!!! ***** delivered the snow blower to NSD in Casper, Wyoming, on 15 SEP 2023 as shown above and these thieves still have it. I called them back before the 22 SEP 2023 (the original delivery date ) to advise them to deliver it the following week due to a muddy road!!! That was a MONTH AGO!!! I think that that muddy condition has long cleared up!!! I do know from my own research that *********.com and NSD are tied together and do NOT care about the customer due to nALLm of the NEGATIVE replys and law suits filed against both companies!!!!! NSD refuses to communicate with me and has PROMISED to do so according to *********.com customer service!!!! Thge last statement from *********.com was there is NOTHING that they can do about it!!!! If the BBB cannot resolve this with my snow blower being delivered within the week of 15 OCT 2023 then the South Dakota State's Attoirney's Office in Fall River County will be receiving an OFFICIAL COMPLAINT of Felony Fraud on the part of NSD and *********.com

  Business Response

  Date: 11/01/2023

  Hello,

        Unfortunately, our records indicate that the access to the customer's location was limited and with the type of vehicle needed to complete the delivery they could not safety traverse the terrain.  We relayed this information to the customer's place of purchase and requested instruction of how they wished us to proceed on October 17th.  We received notice from the customer's place of purchase on November 1st to close the order and to return the product back to their facility.

  Customer Answer

  Date: 11/02/2023

  The snow blower was to be delivered by pick-up truck pulling a utility trailer!!!! I have a 60 foot drive off of a county road!!! They are lying!!!!!

  Business Response

  Date: 11/06/2023

  Hello,

       Our system does have a note that a pickup with a trailer would not have been able to turn around due to the width of the driveway, so we apologize if the customer feels this is inaccurate.  However, since we received notice from the customers place of purchase to close and return the order, we would not be able to move forward with a delivery.

  Customer Answer

  Date: 11/09/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: Once more they are lying!!! I said that the driver could back into the drive or pull in and drive out through the grass!!!! The driver told me that he could bring the load ion using an electric pallet jack!!!  They are lying gthrough their teeth once more!!! I will be ordering another snow blower through *********.com and let's see what lies they tell this time about not being able to deliver!!!!
  
  Regards,
  
  ******* *****************************
  

  Business Response

  Date: 11/13/2023

  Unfortunately, our records indicate that the access to the customer's location was limited and with the type of vehicle needed to complete the delivery they could not safety traverse the terrain.  We relayed this information to the customer's place of purchase and requested instruction of how they wished us to proceed on October 17th.  We received notice from the customer's place of purchase on November 1st to close the order and to return the product back to their facility.

  Customer Answer

  Date: 11/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: They have NOT solved THEIR problem with their driver!!!! I will be ordering again from *********.com and I expect it to be delivered WITHOUT their LIES and EXCUSES for NON-DELIVERY!!!!
  
  Regards,
  
  ******* *****************************
  

• Initial Complaint

  Date:09/21/2023

  Type:Delivery 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.

  NSD delivery truck bottomed out in my driveway, and continued to throttle through, leaving two 6 foot long gouges in my concrete. I filed a complaint, was told I would receive a call back, and never have. After multiple follow up calls amd emails, I have been completely ignored for 2 months now.

  Business Response

  Date: 09/25/2023

  **** -- thanks for the feedback. I apologize for the damage we may have caused. Please email us your order number and we will look into the see if there is anything we can do to rectify this issue. [email protected] NSD

  Customer Answer

  Date: 10/05/2023

  ********

  Business Response

  Date: 10/09/2023

  Marc - we apologize for the inconvenience and frustration you experienced with our delivery service. We take your feedback seriously and will address the issue with our team. We appreciate your patience as we work towards a resolution. It currently shows that your delivery was completed 08/01/2023 8:37 AM 08/01/2023 8:28 AM DELIVERED EDI Code: '**' 'NS'-OXFORD, MI 08/01/2023 08:28:47 AM EDT | FINISHED WORKATO if you are still in need of assistance, please contact us at [email protected].

  Customer Answer

  Date: 10/12/2023

  Business isn't even reading the complaint, this has nothing to do with whether the package was delivered!!

  Business Response

  Date: 10/16/2023

  **** -- thanks for the feedback. I apologize for the damage we may have caused. Please email us any pictures you have of the damages to our property claims department at [email protected] to better assist you. Best regards.

• Initial Complaint

  Date:08/28/2023

  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.

  On 8-15-2023 refused delivery of a table. Delivery driver never return item to warehouse ..it was charged to my card. Item was refused by me. Delivery driver failed to return item. I have witness as well.

  Business Response

  Date: 09/11/2023

  *******, sorry about the delay of return I see it has been marked as picked up and returned to vendor. If you are still in need of assistance please contact us [email protected]. 08/30/2023 10:19 AM 08/30/2023 10:17 AM PICKEDUP STATUPDTE EDI Code: '**' 'NS'- 8/30/2023 10:17:00 AM

• Initial Complaint

  Date:07/28/2023

  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.

  We recently purchased a large piece of equipment from a home improvement store that is not in our area. This store uses this company for large deliveries. Our package was scheduled for delivery per the delivery company's set date. When not delivered, I reached out to home improvement store who was amazing with trying to help us figure out the issue. After waiting another week, still no delivery. Called home improvement store again, again amazing customer service, but this shipping company was absolutely no help with any kind of resulution. The large home improvement store could not even reach them by phone to try to figure out the issue.I ended up having to search and find contact info myself and was way less than satisfied with my experience. First day I called, I waited on hold for over an hour, not unexpected, and was given the option for the system to call me back when it was my turn in the call cue. No call back. I called the following morning with the mindset I wasn't going to be off the phone till I talked to someone. When I did, I was even more disappointed with their customer service. I was informed they don't call people back for at least 3 days... From a call cue. Not a voicemail. Unacceptable. I was also told they would do nothing to get my package to me any faster than they felt like. I will be reaching out to home improvement store again and lodging another complaint against this shipping company. I pray I will never have to deal with them again.

  Business Response

  Date: 08/14/2023

  ****** were sorry to hear that we weren't able to provide you with the best experience possible. A manager will look into this for you. Please provide your Hubgroup tracking number at [email protected] to better assist with your delivery being scheduled.

  Customer Answer

  Date: 08/17/2023

  Tracking number is ******** as copied from the carrier. 

  Business Response

  Date: 08/23/2023

  We apologize for the communication failure that occurred with your delivery.  Can you please email your tracking number to us at [email protected] so we can address this further with the local terminal?

  Customer Answer

  Date: 08/24/2023

  I contacted the local terminal by phone, spoke to a rep who was extremely rude. Extremely rude. I left a message for a manager to call me back and got no call back. I have no confidence I will get any kind of professional response from the local terminal. I was told by the customer service rep that they do not return calls if they don't feel like it. I had to call twice to get a rep on the phone. 

  Business Response

  Date: 08/29/2023

  ******, we apologize for the negative experience you had with our delivery service. This is not the level of service we strive to provide. We appreciate your feedback and will address the issues to ensure this doesn't happen again. Thank you for bringing this to our attention. Please provide your Hubgroup tracking number at [email protected] to better assist.

  Customer Answer

  Date: 08/31/2023

  I already have. 

• Initial Complaint

  Date:07/08/2023

  Type:Sales and Advertising 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 ****** 16Ft. fiberglass D-rung extension ladder with 375Lb. load capacity for a total of $377.27 on May 12,2023 from ********** and they used NSD shipping to deliver it. It was supposed to arrive May 26, 2023. There was a delay with the shipping. I patiently waited and soon the new delivery date was updated to Monday, June 19, 2023. ********** automated call on Sunday stated the driver would call 30 minutes before arriving and the delivery needed to be signed for. my dad waited all day and nothing! I decided to wait to see if there was another delay and a week passed and then the ladder was declared delivered!? I contacted ********** about it and they said that there's nothing they can do and to contact my bank?! I also emailed NSD twice and have gotten no response and their online chat has no agents available. Their Driver is either just irresponsible or a thief!

  Business Response

  Date: 07/17/2023

  ******-  thank you for taking the time to leave a review, even if your experience wasnt great. Were sorry to hear we did not meet your expectations. Currently your delivery has been marked as completed on 06/19/2023 if you are still in need of assistance please contact your place of purchase for refund or replacement or email us at ********************** for more details thank you. 

  06/27/2023 7:37 AM 06/19/2023 2:30 PM DELIVERED
  
  Consignee
  
  *******************************
  *****************************************************************
  Phone: **********

  Business Response

  Date: 07/19/2023

  This show as completed 06/27/2023 7:37 AM 06/19/2023 2:30 PM DELIVERED
  Please contact your place of purchase for a refund or replacement.
  
  ***************.
  ****************************************************
  Phone: **********
  Email: ***************************
  NSD Terminal (Agent)
  *******
  ************* ***********
  **************************************************************************************
  Phone: **********
  Email: ***********************
  Consignee
  
  *******************************
  *****************************************************************
  Phone: ******

  If you are still in need of assistance please email us at [email protected]

  Customer Answer

  Date: 07/31/2023

  [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 although unsatisfactory to me is my only recourse. I already contacted ********** first to begin with and their resolution was for me to contact my bank. The bank probably won't be helpful either so I have learned my lesson well concerning shipping with **** *****!
  
  Regards,
  
  *********************************
  
  

• Initial Complaint

  Date:06/19/2023

  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.

  This company has been promising delivery for several weeks. They finally confirmed a delivery date and time so I took off work since it was a 4 hour wait time window. They never showed up. I called back and they said the truck is running behind but is IS out for delivery and would be an hour late. Of course it didn't come at all. I called back and now they are saying the terminal is closed. I'm pretty sure this company is a scam.

  Business Response

  Date: 07/03/2023

  ***********************, sorry about the delay of your delivery and any inconvenience we may have caused. I have submitted an URGENT request to our terminal to have your delivery schedule as soon as possible. Please allow up to 72 hours to confirm delivery date and timeframe window. If you have any questions please feel free to contact us at [email protected] thank you.

  Customer Answer

  Date: 07/08/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I am no longer interested in dealing with this company. They lie and only tell you what you want to hear to get you off their backs for a while. I am taking it up with my credit card company.  
  
  Regards,
  
  ***********************