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

  91 South 12th Street Jacksonville Beach, FL 32250

• 

  Estes Forwarding Worldwide LLC

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

• 

  Estes Forwarding Worldwide LLC

  1411 W 190th St #150 Gardena, CA 90248-4355

• 

  Estes Forwarding Worldwide LLC

  7574611450 Norfolk, VA 23501

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:01/12/2024

  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 treadmill from Horizon Fitness on 12/14. It was shipped using EFW - Estes Forwarding Worldwide. It was stated before purchase & on the Horizon website that EFW would reach out to schedule a delivery once the item was in the destination city. I never received a phone call, email, text message, etc to set up any deliveries - they just scheduled whenever they decided. I only knew about delivery times and dates from keeping an eye on the tracker.Timeline:01/04: Tracker is updated stating that delivery would be 01/05 between 7am-11am MST.01/05: Waiting around until 2pm - they never showed up and I was never contacted. I called EFW and they stated the truck had broken down and they weren't going to deliver today. 01/08: Tracker is updated stating that delivery would be 01/09 7am-11am MST 01/09: They never showed up. I called again. Talked to 1 person who said they couldn't get a hold of dispatch for an answer. Asked to speak to a supervisor. She couldn't get a hold of dispatch either. She emailed me later to say driver said they were behind but it would be delivered. It never came.01/10: EFW supervisor asked if I received my order. I told her no. No response from her after that.01/11: I send follow up email. She says she escalated the case. I received a voicemail later saying delivery was rescheduled to 01/12 7am-11am MST. I called and told them it was going to be -20 here and icy roads & asked to move it to next week. He said no, they would deliver & I am the 1st stop.01/12: Item wasn't delivered, for the 3rd time now. No phone call. Emailed supervisor, she said driver said they are behind due to weather. I was told I was the first delivery - how are they behind when I should have been first? This company has wasted 3 days of mine waiting around to be available. I've moved appointments around, missed work, etc. I understand things happen that are out of their control, but a little communication would be nice. All I've gotten are lies

  

  Business Response

  Date: 01/15/2024

  Good Morning,

  First and foremost, i want to apologize for the huge inconvenience this has caused. We will be reaching out to the local team to get a better understanding of the miscommunication. Afterwards we will have a manager follow up with you with an update.

  Customer Answer

  Date: 01/15/2024

  [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,
  
  *********************
  
  
  
  

• Initial Complaint

  Date:01/03/2024

  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.

  Item was marked as out for delivery on 12/29/23 but its now 01/03/24 and no package has been delivered. The customer service is rude and terrible no help at all. The delivery dates keep changing when my original delivery date was 12/29. Nobody knows why I havent received the package and apparently nobody knows when it will be delivered. Sad excuse of a company if you have to order anything large from ******* run if it says freight shipping. TRACKING #*********

  

  Business Response

  Date: 01/03/2024

  Good afternoon,

  First and foremost, I want to apologize for inconvenience this has been on you. I wanted to follow up with you and let you know we have reached out to a local team to rescue this order from our dock and have this delivered today for you. I reached out and left you a voicemail with my contact info and if you have any other questions, please don't hesitate to follow back up with me.

• Initial Complaint

  Date:12/12/2023

  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 am writing to file a formal complaint against EFW Delivery regarding a recent pickup service that was scheduled and confirmed but not executed. The purpose of this letter is to bring attention to the subpar service and lack of responsibility demonstrated by EFW Delivery.Last week, my wife and I scheduled a pickup with EFW to collect a large couch from our residence. We received confirmation from EFW, and we prepared accordingly by moving the item out onto the porch within the specified delivery window.Regrettably, the pickup did not take place as scheduled, causing inconvenience and unnecessary strain on my pregnant wife and me. To make matters worse, my wife had to assist me in moving the large item, which is not only unacceptable but also posed potential risks to her well-being during her pregnancy.Upon reaching out to EFW to inquire about the delay, we were met with a disappointing lack of accountability. The documentation clearly shows that the pickup was scheduled and confirmed, yet EFW failed to fulfill their commitment. Instead of acknowledging the oversight and offering a sincere apology, their representatives refused to accept responsibility for the lapse in service.This experience has left us extremely dissatisfied with EFW's professionalism, reliability, and customer service. We believe that such disregard for commitments and customer well-being is not only unprofessional but also reflects poorly on EFW Delivery as a reputable business.We request that management investigate this matter promptly and take appropriate action to ensure that EFW held accountable for their failure to provide the promised service and their refusal to accept responsibility. We also hope that EFW Delivery takes steps to improve their customer service practices to prevent similar incidents in the future.Thank you for your attention to this matter. =

  

  Business Response

  Date: 12/13/2023

  Good Morning,

  First and foremost, i want to apologize for the missed pick up and we are working with our returns leadership to understand what the miscommunication was that caused the delay. We are currently working on getting this picked up ASAP and we will be following up with you shortly with a status update on your order.

  Customer Answer

  Date: 12/13/2023

  [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:12/03/2023

  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.

  Unacceptable ***** ************************ EFW Tracking Number ********** I recently acquired a treadmill from Horizon Fitness, and unfortunately, the white glove delivery service associated with this purchase (provided by EFW) did not meet the agreed-upon terms. I opted for the white glove delivery, which explicitly included one flight of stairs, box removal, and full assembly. However, the delivery experience I encountered was far from satisfactory, leading to significant inconvenience and disappointment.The issues with the delivery service are as follows:-The delivery team arrived at my residence significantly beyond the agreed-upon delivery window of 9:15 AM to 1:15 PM, arriving at approximately 5:30 PM.-The two-person delivery team attempted to leave the treadmill in the box just inside my front door, despite the fact that I had paid for full assembly and delivery upstairs.-When I insisted on the agreed-upon service, I was informed by the delivery team that their boss, *****, instructed them to claim they were unable to provide the service.-I attempted to contact ***** at the provided number *************) but received no response, adding to the frustration of the situation.I believe it is crucial to bring this matter to your attention as a consumer advocacy organization. I trust that the Better Business Bureau can facilitate a resolution to this issue and ensure that customers are treated fairly and in accordance with the terms of the services they purchase.Thank you for your assistance.

  

  Business Response

  Date: 12/04/2023

  Good Morning,

  First and foremost, i want to apologize for the lack of service our team provided. We are using this order as an example for network management team. We will have a member of our team reach out to you to see what the next steps are to take. Again, I apologize for the inconvenience and i hope you have a wonderful holiday season.

  Customer Answer

  Date: 12/05/2023

  Better Business Bureau:
  
  There was no proposal to remedy the situation in the response from the company. My delivery still has yet to take place nor has anybody from the local delivery company reached out to me to reschedule the delivery of the treadmill or check my availability. The manager, *****, who I left a voicemail with has yet to return my call.
  
  Regards,
  
  *************************
  
  
  
  
  

  

  Business Response

  Date: 12/06/2023

  Good Morning,

  We do see that one of our team members reached out to schedule this delivery with you for today,12/6. If that is inaccurate, please let us know. We are having a manager reach out to you now to be your point of contact until this order delivers. Again, we apologize for the inconvenience this has been on you.

  Customer Answer

  Date: 12/07/2023

  Better Business Bureau:
  
  The treadmill has been delivered and assembled per the agreement. Please close this case.

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

  
  
  

  
  

• Initial Complaint

  Date:11/24/2023

  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 delivered an expensive treadmill to our house. Per the $92.07 standard delivery fee payment, they were required to set up an appointment to meet us at our house and were to have someone sign for it. Their did neither. They left the box outside our house for everyone to see from the road and for our dog to chew on. I called to talk to someone but they put me on hold for 15 minutes and then hung up on me. The Estes Forwarding Worldwide tracking number was ******* (or **********) and it was delivered on 11-24-23. Additional helpful information: The Horizon Fitness order number was ********* with a purchase date of 11-11-23.

  

  Business Response

  Date: 12/01/2023

  Good Afternoon,

  First and foremost, we want to apologize for the poor experience with your delivery. We will have someone on our side reach out to you to see what steps if any while also relaying this feedback to our network management team.

• Initial Complaint

  Date:10/30/2023

  Type:Product 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.

  ******* use EFW service for returning bulk items that cannot be returned to store and I scheduled a pick up with this company. Regardless of keep receiving email to schedule the pick up after I scheduled the time multiple times, the driver did not show up at all. I had to call twice to the control tower and they cannot get hold of the driver. What's the point of control tower if the driver can do whatever they want and not pick up the phone? I hope the driver have some legit reasons or he/she just doesn't want the job any more.

  

  Business Response

  Date: 10/31/2023

  Good Morning Team,

  We are following up with our local team to get an update on the current update of your return and we will follow up with the ******* customer on when this order will be picked up. We apologize for the inconvenience that this has caused and we will be reaching out shortly.

  Customer Answer

  Date: 11/01/2023

  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:10/30/2023

  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 chair from target on 10/5/23. The shipping company efw And target promised delivery on the 23rd. My last update from the shipper was 10/20 stating the package was In ***********. I have called target and chatted with efw and have received the same "we will update you via email soon.it shouldn't take 3 and a half weeks to shop a chair from **********

  

  Business Response

  Date: 10/30/2023

  Good afternoon,

  First and foremost, I want to apologize for the experience you have received so far. We are reaching out to our network management to get an update asap on when your order will deliver and will follow back up with you on an update. In regard to getting some money back, unfortunately we are not able to do that all of your money is with Target.com.

  We will be in touch shortly with an update.

  Customer Answer

  Date: 10/30/2023

  [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:10/03/2023

  Type:Sales and Advertising 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 have had 4 large items ordered from ******* shipped to us using this company. Only ONE of those items ever made it to us. How is this company still in business and how in the world do they have an A+ rating????

  

  Business Response

  Date: 10/03/2023

  Good Afternoon,

   

  I just left a voicemail with an update but following up here. Wanted to reiterate that we are currently trying to get an update from our local team, just need some clarification on our side to best help you. If you can give us a call, we appreciate it and I look forward to speaking with you.

• Initial Complaint

  Date:08/11/2023

  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.

  On Aug.7, 2023 I spoke with a supervisor at EFW company and I was told I would receive a phone call on Aug.11,2023 to pick up an item for return. I never received that phone call and no one knows when and what time they will pick up my item for a refund. This company is unreliable and unprofessional. And when I call for help I can not even receive that because no one has any information on pick up.

  

  Business Response

  Date: 08/14/2023

  Good Morning, 

  We do apologize for the inconvenience this has caused. We are following up shortly with our team to get an update on when this order will be picked up and will follow up with you as soon as we get that update.

   

  Customer Answer

  Date: 08/14/2023

  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.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  I was told this for the past week and still no one got in contact with me and today is August 14, 10:30am. And still haven't gotten a response.
  Regards,
  
  *******************************
  
  
  
  
  

  

  Business Response

  Date: 08/21/2023

  I do apologize for the lack of communication from our side. We are following up with our Returns team to get a better understanding what the disconnect was. I just called and left a voice message to see if there is anything else that is needed to resolve your order.

   

  Please let me know if there is anything else I can do to help.

  Customer Answer

  Date: 08/21/2023

  [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:08/07/2023

  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.

  This company was selected by ***'s to deliver an entertainment center that i purchased. They require you to select from a set of available delivery times on their app with a 3 hour window of availability. K selected Friday August 4 between 8am and 11. When I called to see where they were at at 11:30 I was told that there was an issue with the app and that my product would be delivered on ****** August 7th instead. I had already taken time off of work to be available for the delivery and was told there was no other resolution available. Monday came and still no delivery. When I reached out to the support team (******) they said they weren't able to get in contact with any delivery drivers or the warehouse and that my options were to cancel the delivery or wait for them to show up. HORRIBLE company and even worse customer service.

  

  Business Response

  Date: 08/07/2023

  Good Afternoon,

  Thank you for bringing this order to our attention. We are following up with our local team to get an update on this order. I do see where our local team scanned this OFD today and we will get management envolved to get an update and secure an ETA for on when it will deliver.  We will have a management team follow up with you and provide you an update.

  Customer Answer

  Date: 08/07/2023

  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. I require reimbursement for the additional time off of work that I lost due to these bad business practices to be credited back to the original vendor and deducted from the cost of my order. As part of the business in mentions requirements I as the consumer am required to select from a list of available deliveries that the business themselves could not uphold which has resulted in lost time at work for 4 hours at a rate of ***** an hour. 
   
  Regards,
  
  *******************************