Best Overnite Express, Inc

"I spoke with a customer service representative and was told that I would be able to leave a note for the driver stating that I would not be present to sign for the shipment and that I could instead leave a note allowing the driver to drop off the shipment without it being signed for. I spoke to the driver through my doorbell and he said that he could would contact his dispatcher, but it should be fine. Colleen, the drivers dispatcher, called me and said that a note would not suffice and continued on to call me a liar when I said that I had spoken with someone on the phone, and that I was told that I could leave a note. She went on to say that they don't have my permission to leave it, even though I was on the phone with them, spoke with the driver, and left a note. What more do you need? She then hung up on me. For every response she had as to why she couldn't deliver the item, I responded with a logical answer, to which she would have another excuse that was very rudly delivered. To the extent that when she filled in the comments in the system, she put that I didn't address the letter to Best Overnite, even though I spoke to her, the driver, and customer stating my request. It seems as though her mind was made up and felt the need to try to feel better about herself for some reason. Unacceptable. I spoke with Brenda at customer service who was incredibly helpful and made things right after Colleen completely put me off to this company. Your dispatchers need to receive customer support training, because that interaction was completely unprofessional and unacceptable. I know that if one of my employees acted this way, the would not be employed by me for much longer. I am available to discuss this further if necessary."

"Scheduled delivery for a specific date and time window, so I took off of work. Then I had to be the one to call them to see where my package was. I should have gotten a call letting me know their truck broke down (why do trucks *always* break down?) so I can go on with my day. Now I'm waiting for a call back to schedule another delivery and take another day off of work ... with the hopes that they will actually deliver this time. Update - 12/12/2023: They delivered my item the next day. Delivery driver was very courteous and helped me place the item in the exact spot I wanted (very heavy item, so I'm grateful). I'm happy."

"They didnt show 2 times on aranged pickups... after picking up it took 7 insted 5 days to come to destination, and week after still didnt deliver to 'final mile' i.e. the client!!! One week waiting for the driver to see if he would like to deliver from the last point to the client house!?... arranged by type, size, weight ...and paid upfront!"

"Very crowded yard. Docks are usually taken with trailers. Forklift guys, see you, but never ask if you need to be unloaded. Dock is cluttered with broken pallets and lots of nails, screws and debris on the floor of the dock. Just a flat tire waiting to happen!"

"Edit: Response to owner update on 9/7. If that was not your protocol then why did your dispatch or clerk or whoever call us to confirm delivery tell us so? The fact that you'd sugarcoat calling me a liar by saying "some details don't add up" shows that in fact, the lack of care & messed up protocols come right from you. My shipper already credited me within a day because they care about my business. Your response comes two weeks later. I could care less what they do with you to get their credit at this point. No, I will not provide my tracking, as you had the chance to make this right at the time of my complaint. I gave you and your team a chance to correct and you failed. Enjoy the one star that you so clearly earned. Rude customer service with no answers, just apologies. Carrier (this company) calls consignee (me) to confirm delivery next day. Confirmed. Call shipper to call carrier at 5pm on delivery day (drove an hour to my delivery site awaiting delivery that morning), shipper says this company (carrier) gave them no status or answer other than "driver could not make his delivery." An overnight shipment. Shipped Tues. Did not arrive Weds. Did not arrive Thurs despite confirmation. So with this overnight shipment late, this company offered no call to notify. This shipper's driver completely no shows, no reason given, just a "sorry we will call you tomorrow" (day 3) to reschedule it for sometime. No credit offered. Attitude given with back to me for demanding they provide the service we paid our shipper for with statements like "no one intended to do this" and "there's no shipping clerk or manager on the clock" when asked for escalation. CS rep, whoever she was, was rude, combative, and unable to de-escalate herself out of a wet paper bag. I have advised my shipper to cancel their contract and avoid at all costs, but they're bottom barrel pricing hence the bottom barrel service, so of course, here we are. They even had the audacity to say "we don't do overnight" despite their name. Really not sure what happened here, but we will not use them again (and if our shipper does, we will terminate our account with them as well). If you value customer relations, don't use these crooks for anything. If you really hate your customer, well, here they are!"