Complaints
This profile includes complaints for Estes Forwarding Worldwide LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 76 total complaints in the last 3 years.
- 13 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/07/2022
Type: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.
Purchases item from 3rd party, efw is the shipper. Item has been 30 miles from my residence since august 15, 2022. They keep telling me they will deliver it but it hasnt been delivered. Ive emailed the many times with no answer or delivery of my item. They sent a text saying it would be delivered and wasnt.
Business Response
Date: 09/07/2022
Thank you for bringing this order to our attention. We are reaching out to our local terminal and getting an update on when this order will deliver. We will also be following up with the customer to make sure they are updated about their order.Customer Answer
Date: 09/13/2022
[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:08/29/2022
Type: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 on 8/10, had to take 2 days off work for delivery that never came and decided to cancel the whole thing. - Scheduled delivery with EFW on 8/19 but truck driver called me at the very end of the delivery window to say truck had "just broken down" and he was slurring words. Rescheduled delivery for 8/29 - 8/29 driver calls and doesn't speak, then hangs up. He tells dispatch that I didn't answer my phone or the door, but really he never spoke to me over the phone or knocked on my door. ******** center wouldn't answer their phone.EFW is incompetent and Horizon should find a new delivery service. I can't imagine working with either of them for repairs for a product I would hope to have for years so I am cutting my losses and canceling.Business Response
Date: 09/07/2022
Thank you for providing this feedback to us in regards to our customers concerns. We are reaching out to our local team and providing the feedback. We have already set up the return in our system and have been in communication with ******* Health in regards to her refund.
Please let us know if there is anything else we can do.
Customer Answer
Date: 09/07/2022
[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:07/28/2022
Type: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 had purchased a smoker from ******* on 07/13/22. I was expected to get my item next week. I checked periodically for any updates regarding my purchase and received the normal (shipped, at warehouse, picked **, in transit, etc). The *** OF my delivery date I found my order was closed? I called EFW customer service and was told that ******* never gave it to them. I then called ******* and they told me EFW never accepted/picked up my order. So then ******* sends it out for me again and I am expected to get it on 7/27. Again, everything goes well with the updates and I'm sitting here waiting at home all day for something that said would arrive today on EFW AND *******'s end only to get a notification again, ON THE *** OF, at 4:50 pm (mind you it was supposed to be delivered before 3 pm ETA, don''t put too much value in that), but only to say that there was an update. So I'm thinking that it's been delivered because it's arrived at the facility and been in transit all day. WRONG. I got an update to where it's been delayed and it's currently sitting at the facility in a neighboring city. I got no reason for the delay. I didn't get a heads up for the delay. It's been very unprofessional on both ******* AND EFW's end. If I end up getting anything else from ******* I'll make sure it's not from EFW.Business Response
Date: 07/28/2022
Good Afternoon,
Thank you for bringing this order to our attention. We will work with the customer and our local delivery team to make sure we can have this delivered as soon as possible. We will make sure to keep him in contact until his item has delivered.
Customer Answer
Date: 07/29/2022
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 resolve my complaint, but I am dissatisfied with how everything played out. I was told that it would arrive anytime before one and it did not. Normally this wouldn't bother me, but because the delivery person arrived at 2:10, left my smoker out on the sidewalk behind the parked cars in my driveway and didn't ring a door and just took off, I definitely wasn't informed until it had been delivered. This trucking/freighting/shipping WHATEVER they want to call themselves company is terrible! Luckily a family member saw the truck and looked out for the package, but again nobody rang the doorbell. My family member saw the truck pass by the house, but didn't think it was for me since it wasn't marked. Luckily they checked the cameras after a few minutes just to make sure and he that nothing was dropped off and sure and behold there was. This was the most unprofessional and chaotic delivery I've ever had and any other placed through ******* that goes through EFW will be an automatic cancel and refund. This was a nightmare.
Regards,
*********************
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