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:04/10/2023

  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.

  An item worth $1500 was supposed to be delivered by EFW to my location at April 6 and they have not delivered it yet and when you call their customer service they are unhelpful rude and disrespectful over the phone especially a agent by the name of ********. No one has told me what is the next delivery date or when can I expect my package. And when you try to speak with the higher management, they drop the call on me twice.

  

  Business Response

  Date: 04/11/2023

  Good afternoon, 

  Thank you for providing this feedback, we have confirmed with our local team this is scheduled for delivery tomorrow 4/12. We will continue to follow up to ensure delivery is completed to the customer. 

• Initial Complaint

  Date:04/10/2023

  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.

  Ordered a play set 3/22 Deli date set for 3/27 Nothin came. No communication at all checked walmart.com trackin shows ****** on 3/22 no other updates Checked este website n it shows at their ************** date was changed in their system to 4/3 Okay whatever Arrange some1 to be at my house to help doesn't come. No call no email. Nothing Next day we call. I get placed on hold then hung up on numerous times. My husband calls n gets ahold of someone " oh well call u back 2morrow ". Same thing the next day the I called get placed on hold then hung up on. I finally sent an email to everyone and didn't get a response until 2 days later . Pretty much staying it's not at their warehouse. They said they were gonna investigate. Apparently it's not at the other 3 warehouses either. Everyone checked it in but no one has physically seen it. Horrible business practices for a shipping company. Got a email today with just a forwarded response from someone they sent an email 2 . Okay? Then a call saying " well let u know Monday "I bought this on sale for an Easter gift. We payed someone to be at our house to help get it in the backyard since we would be at work all day. We got the ************** already placed. I know that's no one's fault but our own but if their workers cnt even send a call or text saying it's going to be late or that they don't even actually have it They didn't know they didn't have it until we noticed them a week after it was supposed to be at our house . If we never reached out I'm pretty sure they still wouldn't of noticed this wasn't delivered. I got this when it was on sale and it's not anymore.is the company going to reimburse me for their lack of communication? No they probably don't even care . No apologies. No remorse. N *******s now giving me the run around 4a refund.unreal From the reviews on here and ****** I have a feeling my product was stolen. I'll eventually get refunded from ******* but ppl should try to avoid using this company

  

  Business Response

  Date: 04/11/2023

  Good afternoon, 

  Thank you for providing this feedback, we have partnered with the place of purchase to initiate the refund process. The place of purchase will be handling the refund, we do apologize for the inconvenience this has caused. 

• Initial Complaint

  Date:04/10/2023

  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.

  Ordered a table from Overstock. It has been sitting waiting in ********** to be delivered since 3/21/23. I've contacted EFW through their difficult chat line several times. They've told me it was a paperwork issue and being resolved, still no movement. They would expediate the shipment still no movement. The latest was wait we are taking care of it. Let's just say unless this is delivered soon, I will never order through Overstock or through a place that uses EFW. I'm very disappointed with their service and very frustrated at this point.

  

  Business Response

  Date: 04/10/2023

  Good Morning,

  Thank you for bringing this order to our attention. We are looking into this asap and will be reaching back out to you with an update on when your order will be delivered. 

  For EFW ref - HB 7647869

• Initial Complaint

  Date:04/04/2023

  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.

  They are unable to give me any tracking information on my expensive item being shipped. Theres no update since 4/1/23. The chat representative took over 10 minutes to get me that info and she was unable to. When I entered my tracking number into their website it says that its not found and to call them. I called them and they couldnt find it either. When I used the automated system to track it, it said that its in middlesex ************ which is in the opposite direction of ******** where I reside. For a shipping company to not have any idea where my order is, is completely unacceptable.

  

  Business Response

  Date: 04/04/2023

  Good Afternoon,

   

  Thank you for bringing this to our attention to assist our mutual customer. We are partnering with our local team to get a resolution and ETA on when this will arrive at destination. We will be reaching out to provide that feedback once we have received it. 

  Customer Answer

  Date: 04/04/2023

  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.
  
  As a professional shipping company you should know where your shipments are at all times. I used to be a truck driver and my bosses always knew where I was during a shipment. For there to be no update after 3 days is unacceptable. Your systems to track shipments are also lacking. Your website says my tracking number is unfound. Your chat representative took more than 10 minutes to look for my order and still couldnt find it. Your phone representative said you didnt even have the delivery address on my shipment and couldnt give me any updates. Your automated system said that the shipment is in Middlesex ************ which is in the opposite direction of where it should be going. This is an expensive item and Id like to know where my paid for item is. 
  
  Regards,
  
  ***********************
  
  
  
  
  

• Initial Complaint

  Date:03/29/2023

  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.

  We've booked a load with Estes Forwarding Worldwide on 12/21/2022. The load (*******) has gone into my aging report, in outstanding balance of ***** days in the amount of $4,600.00. I've been trying to get ahold of the ** to resolve this issue. I've emailed the ** on 03/17 and 03/28 regarding this issue. I've left a voicemail on 03/20 and 03/28. I've even called one of the brokers not assigned to this load to try and help me but unfortunately she wasn't able to see any notes and advised me to get ahold of the **. I've tried to get ahold of one of the management with no luck. Left voicemails and tired calling numerous of times.

  

  Business Response

  Date: 03/29/2023

  Good Morning,

  Thank you for bringing this to our attention to help our mutual customer. 

  Just spoke with our AP team and they advised a check was sent out on 12/21, but it was sent to the wrong address. They have confirmed the address that we have on file for the ** BOX in ******** ** and will be sending out by 4/4.

   

  Please let ** know if there is anything else you need.

• Initial Complaint

  Date:03/29/2023

  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 $5000 sofa and loveset set from Overstock.com on 3/15/23; with white glove service. According to EWSs system the package arrived at the destination city on 3/21/23 - I've called several times regarding scheduling delivery and am told "someone will call you tomorrow to schedule." On yesterday (3/27 - I called and was told the sofa/loveseat seat has not arrived yet). It is apparent that my package is lost/stolen. EWS' phone system is now constantly routing to an automated voice and the option to speak with an agent is no longer provided. I am seeking delivery of the items I purchased and the extra money I spent for white glove delivery.

  

  Business Response

  Date: 03/29/2023

  Good Morning,

  Thank you for bringing this order to our attention so we can resolve this issue. We are reaching out to our local team as we show that this order has been confirmed on their dock. We will have management follow up with you to help schedule and resolve this for you. In regard to requesting any money back. EFW never actually handles your money and unfortunately you would have to reach out to Overstock to request any sort of refund.

  Customer Answer

  Date: 03/29/2023

  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.
  
  I would like to keep this complaint open until my merchandise is received. The sofa/loveseat has been at the dock since 3/21 and no one has called to schedule delivery. In addition, their phone system is inadequate - live agents options are no longer available because the automatic system loops. I will not consider this issue resolved until I receive my sofa/loveseat.
  
  Regards,
  
  ***********************
  
  
  
  
  

• Initial Complaint

  Date:03/27/2023

  Type:Service or Repair 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 November 21, 2022, Estes Forwarding Worldwide delivered our Horizon 7.0 treadmill. Order #********* The delivery company showed up within the proper window, and there was a man and a woman delivering. They got the treadmill in and down the half-flight of stairs, and eventually into the room by sliding it (thus pulling up and bunching the area rug under it), and left.After they left I looked at the box and while it said Horizon, it said T101 - NOT the 7.0 treadmill I ordered.I immediately called EFW and they transferred me to someone who helped me find the shipping label which of course had someone else's name on it. I was on hold for 15 minutes while he checked and said there were no other treadmills on the truck, so they must have received the wrong thing from the manufacturer (despite there being another person's name on the box!). Then he put me on hold while he called the local warehouse to try to get to the driver. He came back on and told me that the local warehouse would call me back soon. The delivery people eventually returned and brought the incorrect treadmill upstairs. The 7.0 is apparently significantly heavier, and these two were frankly not equal to it. Instead of using the dolly from the door to the stairs, this time they had to put the box down and dragged/pushed it over to the stairs. In the process, the yellow straps around the box gouged my hardwood floors all the way through the finish. They then dragged it down the stairs, which scratched the stairs as well, and chipped the drywall and pain in the process (which had just been completed a few weeks before). Eventually they got the treadmill in the room by dragging/pushing it, but in the process knocked over & broke a signed/numbered bobblehead collectable that was on a shelf in the room as they struggled to get the treadmill in. Finally they got it on the floor (with the rug even more distorted to the point that I can't open/close the door now until the treadmill is set up when hopefully the rug can be pulled back into place), and left after telling me that this treadmill was much more difficult to assemble than the one that first delivered. (not helpful)I reached out to Horizon and Estes and received a claim form to complete. I sent the form in with photos on December 9 while I waited for a quote from the flooring contractor who had recently done the floors (required for the claim). It took until January 7 for him to come out and get us the quote, so that day I sent the estimate to Estes through the email chain regarding the claim. I got no response, and emailed again on January 12 finally receiving a confirmation email.Since January 12, I have emailed Feb 1, Feb 24, and March 9 asking for updates. Each time I am told that they need another form on their end or they are meeting with management "next week." It is now 3/25 and I have not had a response from the company after their meeting with "senior management" that supposedly happened 3/17.We need to be reimbursed for the gouges to the wood floor (which can only be repaired by refinishing the whole dining room floor again which represents significant cost and inconvenience to us with the mess and having to move all the furniture somewhere, as well as the repair and repainting of the walls/ceiling that were damaged.

  

  Business Response

  Date: 03/28/2023

  Good Afternoon,

  Thank you for bringing this order to our attention so we can help our mutual customer. We have escalated this issue to our claims team management. I have followed up with the customer and let her know the action we are taking and provided my direct contact information.

  Customer Answer

  Date: 03/29/2023

  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.
  
  I have not received any communication except from the original claims rep who has been saying that the issue is with senior management for months.  She indicated that they have ***** days or more to respond to the claim, but we are now almost 80 days from when they received the quote from the flooring people.  "***** days or more" gives no ACTUAL timeframe in which they need to respond.  So this response does not actually resolve anything at all nor does it move us closer to any sort of resolution than my chasing them down for answers for the last 3+ months.
  
  Regards,
  
  *************************
  
  
  
  
  

  

  Business Response

  Date: 04/05/2023

  Sorry for the delay,

  We did try reaching out to provide an update. I do apologize if the message didn't get through. I just spoke with the claims team and they confirmed a check was sent out yesterday.

   

  Please let us know if you have any other questions.

  Customer Answer

  Date: 04/06/2023

  [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:03/24/2023

  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.

  Ordered treadmill from Horizon Fitness on March 4. Delivery and assembly set up by EFW on March 17th. No one showed up or notified me they were not coming. Delivery rescheduled for March 23. Again no show. When I call EFW, they have no idea why the driver did not show up either day. Tracking number is *******. Delivery rescheduled for March 25th. Only contact I have had with Company is when I reach out. Every delivery date I have to call at least 2 times because it is hours past the delivery window. Company lies and says they have tried to call me, but I have no missed calls from them .Horizon says they cannot do anything until its been 3 weeks from delivery.

  

  Business Response

  Date: 03/24/2023

  Good morning, thank you for providing this feedback. This has been rescheduled for delivery with the ultimate customer for Saturday 3/25. We wlll be following up with the customer as well to ensure smooth delivery experience. 

• Initial Complaint

  Date:03/02/2023

  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.

  Ordered 85 inch ********** from Target. EFW delivered the item and placed it next to my door. They purposely covered the damaged side to the wall to show that no damages to the box was visible. Came home and opened the item and BIG crack to the tv. **************** was the worst. Filed a complain w/ Target.com.

  

  Business Response

  Date: 03/03/2023

  Thank you for bringing this order to our attention. It is never our attention to hide anything and we will use this as an example of our network management team. We do apologize for the inconvenience this has been on you. In regards to your refund, Target.com will issue that, but if a return has to be made please let us know so we can make sure we escalate this for you as quickly as possible.

• Initial Complaint

  Date:03/02/2023

  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 ordered from Build.com a ge profile refrigerator for over $3500, told I would get a call to set up delivery, received call set time for delivery 2/24/23 between ****, no show! Contacted EFW to find out where it was and they had told me its in the destination city and someone would call Monday to set up appointment. Contacted Build.com which cs had sent them email and they replied it was set to be delivered 3/1/23 between **** again another no show! Tried calling and got the run around about not being able to contact the delivery they sent email and would let me know, had heard that last time about the Friday missed delivery and heard nothing. I want my delivery ASAP since it sat at one terminal for a week and then again at another.

  

  Business Response

  Date: 03/02/2023

  Good Afternoon,

   

  Thank you for bringing this to our attention. We are escalating this order with our network management team to get a resolution on when this order will deliver. We will be following up shortly with an update.

  Customer Answer

  Date: 03/02/2023

  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 have been told several times it would be looked into and given delivery times to which it has not shown up, until I have my delivery it will not be resolved.  If the company would keep in contact with the customer that there is a problem or a delay with shipment would be a good practice to start doing. 
  Regards,
  
  *******************************
  
  
  
  
  

  

  Business Response

  Date: 03/03/2023

  Again, want to apologize as this has been very inconvenient for you. We were advised by our local team that this is out for delivery today. If there is a delay please let us know.

  Customer Answer

  Date: 03/06/2023

  [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: **********************************************.
  The local Estes company was so much friendlier than calling the number they have listed on website! They were very helpful in this matter. 
  Regards,
  
  *******************************