Complaints
This profile includes complaints for Estes Express Lines's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 105 total complaints in the last 3 years.
- 33 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:07/31/2023
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.
Estes was supposed to deliver a desk to me. I paid $250 to get it brought in, there was only 1 guy and he said they only do curbside. I called overstock.com and told them, they asked to speak with the driver, the driver said he couldn't do it. The driver drove off with my desk to take it back to Estes for them to deliver. ON the delivery receipt it says that this is a white glove delivery clear as day. I called Estes in ********* and was trying to find out when my desk was coming back and the lady was EXTREMELY rude and hung up on me. I've tried to call corporate but no one is answering. I want to know when my desk is going to be here because I took off all day to wait on this desk.Customer Answer
Date: 07/31/2023
This is the order number, I do not have any shipping information. I bought the desk from Overstock.com
Business Response
Date: 08/02/2023
Please advise the Estes freight bill number so we can investigate this complaint.
Thank you
*************************
Estes Express Lines
Customer Answer
Date: 08/02/2023
I do not have the number because the driver took the paper.Customer Answer
Date: 08/02/2023
The only number Overstock has is the tracking number which is *******Business Response
Date: 08/02/2023
Please contact Overstock for refund or replacement.
They dispute all charges & claims with Estes directly.
Thank you
*************************
Estes Express Lines
Initial Complaint
Date:07/03/2023
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 ordered a patio dining set that was scheduled for delivery between 6/15/23 and 6/27/23. I followed tracking from Estes and it was shipped from **********, ** to **********, **. The shipment arrived in ********** and was transferred to the Final Delivery Agent on 6/21/23. The company will not deliver without a scheduled time set up with the client. I called Estes, I was given the phone number for the Final Delivery Agent so I called them. They told me that the shipment was returned to Estes ********** because there was no manifest for it. I called the original terminal, **********, and they are still unable to find the shipment. They have told me numerous times over the past 1-2 weeks that they are performing a dock check to look for the shipment. Each time I call to check on the progress, they are unable to give me any further information. They keep telling me the same thing. I am now sitting here waiting for a product that has been paid for and promised but it is lost by the incompetency of Estes. Each employee I have spoken with is incompetent and unaware of how to properly handle this situation. I have paid for a product that has not been delivered and this company has no idea where it is.Business Response
Date: 07/10/2023
This complaint is in regards to Estes freight bill number ***********.
We apologize for any problems with delivery.
The shipment was purchased from Home Depot. They will file the claim with Estes.
Thank you
*************************
Estes Express Lines
Customer Answer
Date: 07/10/2023
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.]Although I purchased the product through *********** Estes is the company that I have been dealing with on a daily basis - they have my product and keep promising delivery and are not delivering. As they are the main company I have been dealing with, and have been lied to multiple times, I feel it is relevant to submit this complaint about their business. I dont think they should be allowed to run a business in such a sub-par, incompetent manner and ***** their responsibility by hiding behind *********** They are the delivery company, they need to be held accountable.
Regards,
*******************************Business Response
Date: 07/10/2023
Home Depot's policy is to file the claim.
They will issue a replacement or refund and in turn they will file the claim with the carrier.
Thank you
Initial Complaint
Date:06/12/2023
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 purchased a Masterbuilt Grill and grill cover online for delivery for my husbands Birthday in April for **** I received confirmation and email to track my order with Estes stating I would receive a call to schedule delivery. I did not receive a call. My husbands birthday passed. I ultimately called Estes to see why I did not get the delivery and was told the number was bad. This is not true but I said okay but at this point the delivery was too late so I asked that the order be returned to the shipper. I was given the ********* location to schedule cancellation. I called the advised the werent sure where the package was but would make notes. I can go on for days with the number of calls I made but to summarize, the last person I spoke with I clearly advised that I was no longer interested in delivery and that they can return the order to the shipper so I can receive a refund. They advised that they would call to confirm when the order would be returned. That never happened and when I checked the status on their website they fabricated an attempted delivery on 6/9/23. I was home all day and I have a camera that says no such delivery attempt ever occurred. I emailed again and demanded for this order to be returned so I can get my money back. The website shows another update that delivery will again be attempted this week 6/12 to 6/18. I want to cancel this delivery and have them return the order asap so I can get my money back from Masterbuilt. I already purchased the item elsewhere and it delivered within days. **********Business Response
Date: 06/12/2023
We apologize for any delays with the delivery.
The terminal is aware that the product is to be returned.
The 3rd party will file the claim for this shipment.
Thank you
*************************
Estes Express Lines
Customer Answer
Date: 06/12/2023
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 the same information at least 3 times over the past month. I have asked for a written confirmation as to when the package is physically returned to the shipper so that I can then work with the shipper for my refund. I have continually asked for confirmation and none is being provided. When I contact the shipper they have no information regarding the return and therefore will not provide a refund. Resolution for this issue will be confirmation that they have contacted the shipper regarding the return of the order and timeline when I can expect the shipper to receive the return.
Regards,
*****************************Business Response
Date: 06/12/2023
This hasn't been returned yet.
The shipper can proceed with filing the claim without the return pro information.
Thank you
*************************
Estes Express Lines
Customer Answer
Date: 06/12/2023
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 am not satisfied because the delivery tracking still says there will be an attempted delivery of this item to
my home between 6/12 and 6/18. I will be satisfied when Estes updates the delivery tracking to show that the delivery was rejected and the items are being returned to the shipper. This is the data that Masterbuilt is using to determine when they will pay my refund.
Regards,
*****************************Business Response
Date: 06/12/2023
We will notify the terminal of your request
Thank you
*************************
Estes Express Lines
Customer Answer
Date: 06/12/2023
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.]
Again, resolution to this issue is confirmation that the item is on the truck to be returned to the shipper. See attached emails from Masterbuilt. Without written confirmation or update of your tracking system to show the item returned, I am unable to receive my refund.
Regards,
*****************************Business Response
Date: 06/13/2023
We don't have a return to shipper pro yet.
The customer can use this communication for the shipper to issue a refund and in turn the shipper can file for a lost claim shipment.
Thank you,
*************************
Estes Express Lines
Initial Complaint
Date:06/12/2023
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.
This delivery company has never fulfilled it's obligation as to me ordering through ***********Customer Answer
Date: 06/12/2023
I'm not understanding your request. For PRO number???
The Estes or ********** that Estes is delivering for?
Estes - on search gives
*************
Customer Answer
Date: 06/13/2023
Last updated: June 13 at 9:40 AM EDT
Order Processed
Shipped
Your order is on its way!
Out For Delivery
Delivered
Thanks for shopping with us
Were working to resolve any outstanding issues with your delivery and will reach out if needed. For more assistance, you can text us at ***** or call us at 1-800-HOME-DEPOT (466-3337) from 6am to 2am ET, 7 days a week.
Shipped via Estes
View Shipment Events
DELIVERY DATE
Friday
June 02, 2023
DELIVER TO
M
ADDRESS
9105
Way
**************, 20772
ORDER NUMBER
CP67808814
QUANTITY PRODUCT
3 Eurasia Noce 12 In. X 24 In. Porcelain Floor And Wall Tile (***** Sq. Ft. / Case)
SKU# **********_________________
-----Original Message-----
From: DO NOT REPLY <********************************>
To: ***************** <*****************>
Sent: ************** 11, 2023 8:17 am
Subject: Order #CP67808814
Greetings,
We have received your request for an update on your order and we have reached out to the vendor regarding the estimated delivery date. The vendor advised there was slight delays with the order however the order was successfully shipped. Your order is being delivered by ESTES and the tracking number 2954315477. Your delivery is currently scheduled to occur between 06/12/2023 06/16/2023 ! We are truly sorry to cause you any inconvenience but we greatly appreciate your patience! If you have any questions, feel free to text us 24/7 at ***** (standard carrier rates apply), or call ** at ************ between 6 am and 2 am eastern time daily.
Sincerely,
Corporate Resolutions, The Home Depot_____________
Order Summary
Order Number: CP67808814
Order Date: May 23, 2023
Delivery
M ****
*******************************************
Upper ********************
All items
Eurasia Noce 12 in. x 24 in. Porcelain Floor and Wall Tile (***** sq. ft. / case)
Store SKU #**********
Internet #*********
3 x $65.53 $196.59
Estimated delivery on Jun. 2
Your Total
Subtotal $196.59
Discount -$61.59
Shipping FREE
Sales Tax $8.10
Total $143.10___________
M ****
*******************************************
**************, ** 20772
All items
EMSER TILE Eurasia Noce 12 in. x 24 in. Porcelain Floor and Wall Tile (***** sq. ft. / case)
Internet #*********
3 x $65.53 $196.59
Your Total
Subtotal $196.59
Discount -$76.59
Shipping $15.00
Sales Tax $8.10
Total $143.10Business Response
Date: 06/13/2023
This complaint is in regards to Estes freight bill number 295-4315477.
This shipment is out for delivery. Please contact our *********, ** terminal with any questions. Their phone number is ************.
Thank you
*************************
Estes Express Lines
Customer Answer
Date: 06/13/2023
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, It has been sitting at a ********* terminal since Jun 1, 2023 and no one has contacted other than recently ********** the supply chain sent email stating:"Your delivery is currently scheduled to occur between 06/12/2023 06/16/2023 ! We are truly sorry to cause you any inconvenience but we greatly appreciate your patience! If you have any questions, feel free to text ** 24/7 at ***** (standard carrier rates apply), or call ** at ************ between 6 am and 2 am eastern time daily."
This is a large window and no specific date or time nor as stated have the delivery company reached out to inform of this as there are specific delivery instructions such as:
do not deliver on a crate and leave crate and LEAVE BY BRICK IN BETWEEN THE TWO GARAGE DOORS
PLEASE ADVISE AS THIS COMPANY HAS BEEN A PROBLEM ON EVERY OCCASION THEY WERE USED TO DELIVER TO MY HOME
Regards,
**********Initial Complaint
Date:06/08/2023
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.
On march 31 2023, an estes delivery person did $7500 worth of damage to my driveway. Estes rep said they opened an insurance claim, but never did, giving me the run around for two months. I am being advised I will need to file suit to recover damages since it is almost 90 days since the incident.Customer Answer
Date: 06/08/2023
The PRO number is **********
I also have a 1 hour long video of the incapacitated driver backing up and down the inclined section of my driveway and additional pictures of the damages, but I cant upload due to file size limits
Business Response
Date: 06/08/2023
We will have a representative from our safety department reach out to the complainant.
Thank you
*************************
Estes Express Lines
Customer Answer
Date: 06/08/2023
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.]Their safety department has been in contact with me for over two months, each time stating someone would follow up with next steps on the claim, but never did. They are delaying.
This is the same lie they have told me many times now.
Regards,
***************Business Response
Date: 06/08/2023
We have let them know to reach out to the complainant.
Thank you
*************************
Estes Express Lines
Customer Answer
Date: 06/13/2023
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.Aa usual they are very quick ro write someone will reach out, but no one does.
Regards,
***************Business Response
Date: 06/13/2023
We have reached out to the safety **** and have been told that this complaint has been handed over to the appropriate team.
Please see below for contact information. They handle property damage claims for our home delivery service.
SWF OPERATIONS TEAM
*********************************************************
P: ************
F: ************
W: 5DMLX.COM
E: ****************Thank you,
*************************
Estes Express Lines
Customer Answer
Date: 06/13/2023
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.]Why did it take three months to yield this contacr information? this is the definition of giving someone the run around when you break their stuff. Zero integrity business that deserves all these negative reviess.
Regards,
***************Initial Complaint
Date:06/07/2023
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.
West bound 287 1/2 mile east of ******* at 1:40AM on 06/07/2023 driver pulling double trailer plate U696724 cut me off then high beamed me. Only two vehicles on the road. Went around him and he tailgated me. We got to a 2 lane bridge and he went around me again and cut me off the break checked me. Then began swerving across lanes preventing me from going around him. This went on for about 1-2 miles. I tried giving him space but he wouldnt leave me alone. He was clearly messing with me/targeting me for no reason. Tried making a report but there is no way to report a driver or get ahold of company for a complaint only for shipping questions. Had my family and young son in the car. Spent the next 30 miles concerned he was coming after me again.Business Response
Date: 06/07/2023
A representative from our safety department will reach out regarding this complaint.
Thank you
*************************
Estes Express Lines
Initial Complaint
Date:06/01/2023
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.
This is a shipping company that has damage 5 appliances in 2 shipments and refuses to take any responsibility.Business Response
Date: 06/01/2023
Please advise the Estes claim numbers so we can investigate the complaint.
Thank you
*************************
Estes Express Lines
Customer Answer
Date: 06/01/2023
The tracking numbers were 7622792 and 7697282.Initial Complaint
Date:05/08/2023
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 ordered ******* bowls that are supposed to get delivered by this company and Ive had to take time off work and re schedule multiple times. My shipment has sat at their *********** location for over a week now. Its ridiculous. This needs to be delivered immediately and also brought into my location instead of dropped off curbside.Business Response
Date: 05/08/2023
Please advise the Estes freight bill number so we can investigate this complaint.
Thank you
*************************
Estes Express Lines
Customer Answer
Date: 05/08/2023
Pro # 0478114680
Business Response
Date: 05/08/2023
It appears it's out for delivery today.
We will follow up with the terminal as well.
Thank you
*************************
Estes Express Lines
Initial Complaint
Date:05/04/2023
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.
A scheduled delivery for 5/3/23 was emailed to me and I was expecting was it said was a front door drop off. The driver stated he refused to drop off the delivery which is over 500 lbs because he was unsure if his driving skills could avoid trees that were several feet off of the road by the end of the driveway. He then threatened to leave it in the road and I told him Id contact the police. I then asked for a manger to speak to which he complied and she was even more nasty. All of her comments were demeaning and nasty and that they would take it back but would not deliver it. I just Had a delivery from an order from **** clubs and no issue dropped it off in the top of the driveway 2 weeks ago. I now have huge boxes weighing 500 plus lbs rear the road on my grass that is ruining my yard and I cannot move. This is a problem and a garbage company. I want To be reimbursed as they did not deliver to my door.Business Response
Date: 05/05/2023
Please advise the Estes freight bill number so we can investigate this complaint.
Thank you
*************************
Estes Express Lines
Customer Answer
Date: 05/05/2023
It was 4 massive pieces that I am unable to move.Customer Answer
Date: 05/05/2023
From: ***************** <********************>
Date: Fri, May 5, 2023 at 9:20 AM
Subject: Re: You have a new message from the Richmond BBB complaint #********
To: Better Business Bureau <**********************************************>Business Response
Date: 05/05/2023
This delivery was curb side delivery per the original bill of lading.
Any disputes will need to be sent to the customers vendor for resolution.
We apologize for any inconvenience with this delivery.
Thank you
*************************
Estes Express Lines
Customer Answer
Date: 05/05/2023
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.]
Regards,
***********************Initial Complaint
Date:04/04/2023
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.
We chose Estes to deliver a $9000 bunk bed safely. When the *** crate arrived at the customer's house, ********************** had punched fork holes through the 1/2" thick crate and dropped the crate OFF OF THE LIFTGATE. The contents were damaged and a claim was filed immediately (same day). Estes admitted they caused the damage and then went back and forth with a final offer about 1/3rd of what I had to pay to satisfy my customer after it showed up wrecked by **********************. The entire process from start to finish on the claim was an absolute nightmare and I would urge you to choose another freight company. The worst customer service and safe ********************** of any freight company I've contracted and I've tried all of them. Do not recommend.Business Response
Date: 04/04/2023
Please advise the Estes claim number so we can investigate this complaint.
Thank you
*************************
Estes Express Lines
Customer Answer
Date: 04/04/2023
Claim #********Business Response
Date: 04/04/2023
Please be advised this isn't a valid Estes claim number.
Was the claim filed with Estes by the broker, Freightquote?
Customer Answer
Date: 04/07/2023
The Estes Claim # is 1668882
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