Complaints

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

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  Estes Forwarding Worldwide LLC

  100 Gateway Centre Pkwy Ste 210 N Chesterfld, VA 23235-5174

  
• 

  Estes Forwarding Worldwide LLC

  7574611450 Norfolk, VA 23501

• 

  Estes Forwarding Worldwide LLC

  1180 Lance Rd Norfolk, VA 23502

• 

  Estes Forwarding Worldwide

  18951 Kenswick Dr.#120 Humble, TX 77338

• 

  Estes Forwarding Worldwide LLC

  395 Oyster Point Blvd Ste 307 S San Fran, CA 94080-1931

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:06/19/2025

  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.

  Tracking Number ******* ************ has lied to me so many times on where my package is I have lost count! Shipment for large grille was created on 5/28/2025. 6/7/2025 I contacted *** because there was not a lot of movement and I was wondering when the package would arrive. I was told by the "Live Chat" person (I have the transcripts) that the driver needed to contact me to schedule a deliver date and also a signature was required. Since they didn't have my correct number they updated and assured, I would hear something within 48 hours. 6/9/2025 I called as I still had not heard from anyone. The woman I spoke to said what was told to me was false and NO signature or delivery setup was required. Once it hit the "Destination City" they had 48 hours to deliver it....Well the package showed it had arrived to that location on 6/9/2025 so again I wait. THEN on 6/10/2025 I notice the current update in the tracking system said it would be delivered on 6/17/2025 between 9am - 1pm so again I wait. The morning of the 17th I got a text saying it was out for delivery however 1pm comes and goes so AGAIN I call *** and talk to a supervisor ****** who say he will have the package picked up by another team and delivered to me by the end of the day. Well again that didn't happen. ****** told me he wasn't able because the loading dock closed at *****he assured me he would have it delivered the next day between 1-6....AGAIN the day comes and goes and STILL NO PACKAGE!! I called the morning 6/19 and talked with ****** and he said the driver had mechanical issues (right...) and it would be delivered between 9-1 today.....Well guess who I am on the phone with right now and it is 1pm. I keep asking to speak to his manager ***** ****** but he keep telling me she is not available....Also when you call most of the time it sounds like a pre-recording saying their systems are down and to call back later...ALL I WANT IS MY PACKAGE!!!!! I have wasted 3 whole days waiting!

  

  Business Response

  Date: 06/19/2025

  Good afternoon *****, 

  I apologize for your delivery experience for this order. It appears there was some destination delays with your order which caused this order to deliver late. This shipment is showing being delivered today 6/19 at 3:30 local time. To compensate for your time, I can have our experience team reach out to have a gift card sent out. Please let us know how you would like to proceed, and we will be happy to assist. As our goal at *** is to provide the best service and we will do everything in our power to ensure the customer is satisfied. 

  Thank you, 

   

  Customer Answer

  Date: 06/20/2025

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  ***** ******
  
  
  
  

• Initial Complaint

  Date:05/07/2025

  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.

  Letter attached addressed to ***: This letter serves as formal notification of a failed delivery and fraudulent activity associated with Order #CT1533675, handled by your company (***) on behalf of *************** out of *******, ******On April 16, 2025, my husband and I placed a purchase through Purple Mattress for a Rejuvenate Premier Mattress, Purple Premium Base, and additional metal platform base. Shipment was confirmed as picked up by *** on April 22, 2025, with a local arrival in ******* on April 23. The delivery was held up two days in ******* before delivery was marked as out for delivery on the morning of April ***** delivery attempt occurred on that date, April 25th. My husband and I remained at our residence the entire day. No one from *** contacted us. At 6:08 p.m., I contacted your customer service line *************) and remained on the call for over ********************************************************************************************************************* at the corporate office. I was told to call back Monday morning. Shortly after the call ended, I received a text message falsely stating the shipment had been delivered at 2:29 p.m. and that I had signed for it. I did not sign for this delivery, and no one in our household authorized or received any shipment from ***. The status update contained falsified delivery information and a forged signature, which constitutes both fraud and forgery under applicable law. We never received the items. To date, the product has not been delivered, and we have officially canceled this order already with Purple. This false confirmation interfered with our ability to process a timely refund through Purple and ****************. I was notified today that the refund was being processed although we are still waiting for this to come through the **************** account.

  

  Business Response

  Date: 05/15/2025

  Hello,

  We truly apologize for the unacceptable delivery experience and the miss communication on your order. We have reviewed this with our customer care team as well as the local delivery partner to ensure this does not happen in the future. Again, we apologize for you experience and assure you this will not happen in the future. 

  - Best Regard, EFW Team

  Customer Answer

  Date: 05/16/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. 

  The company did not address the fact that my signature was forged by someone representing the company. The company also did not address the reason why the delivery was late and why my delivery time was stamped at the 2:29pm when I never received the shipment or a phone call.  Please refer to my original complaint.  

  I would like to know what steps the company took to ensure this never happens again to another customer and also to assure me that the delivery personnel from the company will never attempt a delivery to our address again. 

  I also would like to know why two delivery personnel in a moving truck showed up on our door on 5/7/25 at 7:45pm ringing the doorbell several times and standing outside our door for about 20 minutes. We have a ring doorbell that recorded the two men. They were in an unmarked truck, but were attempting to delivery something from that truck and they had the label of "Data Rush" on one of the men's jackets with one having a clipboard in his hand (Data Rush was connected to the delivery initially with ***). The two men looked very unprofessional, and the truck was not marked, nor did we give permission to come to our address to deliver the mattress. In fact, the order had since been canceled. This was actually very scary to have these delivery men show up like this to our door attempting a redelivery.  I have no idea who these men are or why they were attempting to come to our door at night when it was getting dark without permission. I would like this matter looked into. I was not sure if these men were with *** or with Data Rush or if these two carriers are connected. I do know they were both a part of the *** initial processing of our mattress delivery.  

  Please advise. 

  Regards,
  
  ****** *******
  
  
  
  

  
  

  

  Business Response

  Date: 05/20/2025

  Hello ******,
  We truly apologize for the unacceptable delivery experience and the miscommunication on your order. We have this canceled and were assured that Purple will refund you. Please understand that this shipment was marked as delivered instead of attempted mistakenly and we have addressed this within our organization. Again, our sincere apologies on this inconvenience. 

  - Best Regard, EFW Team

   

• Initial Complaint

  Date:03/26/2025

  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 place the order the end of February for a delivery date of March 10, 2025 between 8AM & 6PM. I work 6AM to 6PM but because this delivery & the cost, I didnt want to be at work when it arrive and left unattended at my front door so I called in. March 10, 2025 at 6:45PM. My package never arrived. I contact *** and was told that my package was lost in transit back on March 5 2025 in ********** (4 hours away from my location) I was not inform my item was lost or a delay in delivery. If I was informed I wouldnt have called off. March 11 2025 the website show my item arrived on March 10th at 7:15PM. March 12, 2025 11:15AM called EFW & told my package was found. The delay was to the truck having an accident, once the they receives the package, it will be examined & sent to the delivery terminal. March 17, 2025 11:03AM called & inform the delivery team received my package & preparing for delivery. March 18, 2025 9:33AM Called *** about delivery and was informed my item was lost on March 5, 2025. I explained I was aware it was reported lost, but I was also informed it was found, and involved in accident but examine & would be out for delivery. The representative stated it was not found, what I was told is incorrect & the tracking information is wrong. That I need to request the item to be sent out again. This was a gift for my husband. I was told to patiently wait for. Losing 12 hours of pay for an issue that couldve been resolved March 5th. Instead of being misled almost daily for 8 days after the delivery date. To be told it was all a lie. I had to cancel, wait a refund & reorder my item with a new delivery date of March 27, but it arrived early on 24th so I call *** to explain the situation & see about it being delivered just a day or two early since its early & my husband would be off those two days, but I was told no I had to wait until the 27th even though their website offer early delivery but I will miss work again losing pay in hopes it arrives this time.

  

  Business Response

  Date: 03/26/2025

  I spoke with ******** ******** via phone. This experience has obviously been a mess, so I advised her I will be attempting to rescue this item from its current location. As I move through the process, I will provide her with updates. 

  Customer Answer

  Date: 03/26/2025

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  ******** ********
  
  
  
  

• Initial Complaint

  Date:01/26/2025

  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.

  2 TVs were ordered from ******* Only 1 was received. Lost tv was signed for by someone else named ****. Its now 6 days past my delivery date and i have been told the tv was found but cant contact who has it. This is theft and poor customer service. Both TVs should have been delivered together rather than 2 separate trucks

  

  Business Response

  Date: 01/27/2025

  Hello,

  We apologize for the delay in delivering this order.   This order was showing delivered in error.  We have reached out to the customer directly to explain the situation and to let them know this order would be delivering today.

  Thank you.

• Initial Complaint

  Date:01/23/2025

  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.

  this company said that we would have a package delivered 1/23/25 and that it needed signing and we would need to be home. We moved our schedule around just for them. However it turns out the package never left origin facility yet they did not notify us of this even though they knew this days ahead of time. They also showed they scheduled delivery with us even though they never contacted us. Then when I finally just told them to cancel it they did not want to let ******** know it was canceled so we could get a refund. They also disconnected me mid conversation. A delay is understandable but if they knew it was delayed they could have told us and not claim they scheduled delivery when they never contacted us at all. This company is a joke. before canceling the order I asked when it would be delivered they said it might start moving again the following day but they were not sure and once it did start moving again it could take a week or two which would be three weeks past when it was supposed to be delivered. they are not professional and have very poor communication and customer service.

  

  Business Response

  Date: 01/23/2025

  Good afternoon,

  This order was delayed due to the winter storm.  We have notified ******* of their request to cancel the order.  We apologize for the inconvenience this has caused.

  Thank you.

• Initial Complaint

  Date:01/22/2025

  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 tv threw *******. They stated the delivered the tv but I never recieved it. Still waiting refund. No explanation give as to why they would say they delivered but didn't

  

  Business Response

  Date: 01/22/2025

  Hello,

  We are showing this order was marked out for delivery in error on 1/20/25.  This was cancelled by the customer on 1/21/25.  We have notified ******* that this order is in the process of being returned under tracking # *******.  We have asked ******* to reach out to the customer in regard to their refund as we are not able to issue this.  We apologize for any inconvenience this has caused.  Thank you.

• Initial Complaint

  Date:12/31/2024

  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 dresser on 12/15/2024, and it was shipped with EFW on 12/16/24. It arrived in the destination city on 12/17/2024. I was contacted on 12/26/24 to say it would be delivered the next day 12/27/24 and to confirm the time. I confirmed. On 12/27 a hour before delivery a window opened I received another message saying it would now be delivered on 12/30. I contacted *** to ask which one was correct but they could not tell me or get in contact with their dispatch to confirm. 12/27 came and went with no delivery. I had confirmed the 12/30 delivery. On 12/30 I tracked my delivery all day because the times were referring back to 12/27, starting at 5am and sending me texting message on 12/29 saying it was coming today but the date was 12/30. Today, 12/30 i got a text message around 4pm saying it was 32 minutes away. My eta time kept changing we thought due to traffic. However, after a hour we saw it had passed our city and the delivery time was now outside our time window. I called *** again and they said they couldn't get in contact with dispatch yet again and they have now escalated the issue but it could be ***** hours before I get any response and with the holidays coming I may not get a response until 1/2/25! My tracking still says it will be delivered tonight still between 10:30pm- 11pm. This is ridiculous I just want my baby's dresser delivered. It was an expensive piece of a furniture I can see why someone would want to steal it! The company is willing to replace it but it'll take another 2 weeks to get here so a whole month to get something delivered that was supposed to take 15 days.

  

  Business Response

  Date: 12/31/2024

  Good afternoon,

  I apologize for the delay on your Target delivery. I was able to get in contact with our local team, unfortunately yesterday our team's truck had a breakdown that was two stops away from delivery. I was able to confirm this is out for delivery today, please let me know if I can provide an additional information or support for this order.

  Thank you,

• Initial Complaint

  Date:12/03/2024

  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.

  This is strictly related to there shipping services, as the product was purchased through another company. Was informed that *** was going to be the shipping provider.Ship Date was November 19, 2024. I received occasional emails; however, the scheduling of the delivery was done without my knowledge. Because I took the time to monitor the status, I saw that a 4 hour delivery window was scheduled and made myself available. See now below from *** emails:"Service Level: ************************************ includes inside delivery within a 4-hour delivery window to the room-of-choice, unpacking, 1st flight of stairs, and removal of packing material. Minor preparation."Delivery was slated for December 3rd, 2024 between 12pm & 4pm requiring me to take time off work in order to accommodate receipt of the item. Delivery window was not met, and *** did not provide valid handling, management, and coordination relating to the shipment. When contacting ***, the only means they provide are through a web chat service and stated many things to include there is nothing they can do and there are never guarantees, even though they are requiring recipients to meet there requirements. All correspondence has been with hard times and guarantees, and it was never started that those times are a suggestion.

  

  Business Response

  Date: 12/04/2024

  Good morning,

  We apologize for any inconvenience we have caused you. I have spoken to our local team and confirm that the driver was not able to complete your delivery yesterday. They did confirm this is scheduled for delivery today after 5 to be able to work with your work scheduled, they also mentioned this has been confirm with you. Please let us know if we can provide any additional assistance with this order, and we will be happy to assist.

  Thank you,

• Initial Complaint

  Date:09/20/2024

  Type:Product 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 am filing a complaint against Estes Forwarding Worldwide (EFW) for failing to deliver on their promised services. My shipment was picked up on August 14, 2024, but only two days ago was it returned to me. Despite being in contact with **** **** (Coordinator, *********************** and ******* ****** ********************************* Operations), I experienced continuous delays due to confusing and conflicting emails from agents in ***** and *************These delays caused my business partner in ************ to cancel our contract, leading to financial losses. *** failed to move the shipment as promised, and now they are demanding payment for transportation and other fees, which is unjust since the service was never fulfilled.I have all necessary documentation to support my claim and request the BBBs assistance in resolving this matter, including a full refund without any additional charges.Thank you for your attention.

  

  Business Response

  Date: 09/23/2024

  Good morning,

  Our international team will be reach out to follow up on this order soon as possible. I apologize for an inconvenience we may have caused.

  Thank you,

• Initial Complaint

  Date:08/14/2024

  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.

  Ordered a 65 ***** online (per the advice of in-store employee) from ******* for 485 dollars. The original delivery date was advertised as next day. After submitting the order, the delivery date gets changed to one week later. I decided to give them a chance and wait. Delivery date arrives and ** is not delivered. I called ******* to cancel and receive a refund. They said I had to wait 48 hours to see if the carrier will follow through and recommended calling EFW to confirm delivery. I called EFW and confirmed delivery for the next day. Next day goes by, no **. Called EFW and they said it was delayed one more day. Next day comes.. ** arrives. damaged. Called ******* for a refund and they said they wont give me one until the ** is returned to the warehouse. I am nervous that the return process will be worse than the delivery to be quite honest.

  

  Business Response

  Date: 08/15/2024

  I would like to apologize for your delivery experience and your TV arriving damaged, as we strive to go above and beyond with each delivery. I would be happy to assist with the return process of your order. I have already contact ******* to assist with your refund and the return process. Our return team will be following up with you to schedule the return of you order as I have made them aware of this order, they will be following up with you in next ***** hours. 

  Customer Answer

  Date: 08/15/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *************************