New England Retail Express

I ordered something from Wayfair a few weeks ago. I understand that a company might get backed up from time to time, but when I called about it, they said they were behind by FOUR WEEKS. And they didn’t apologize. They said it was my fault for ordering during a busy season. On top of that, they supposedly pride themselves on calling the customers the day before a delivery and I was assured that they would. Instead, I got an email from Wayfair saying they had set the delivery date– but no time window and no call yet (it’s almost 5 pm the day before the «scheduled» delivery). I’ve tried calling them ALL DAY to get more information, but none of their phone lines is picking up… all day. And they don’t have any way to leave a message. Worst customer service I’ve experienced.

I’d give ZERO STARS if I could.
I work for a company that receives hundreds of shipments each month and we’ve never had a problem with any other delivery company except this one. They rescheduled our delivery 4 times without so much as a phone call any of the times, and when I finally managed to get a hold of a customer service rep and lock in a delivery date and time, they never showed. I’ve been calling for three days but every time I get «transferred» to the order help line the line hangs up from their end. I’m looking at the item right now and it’s sitting in the local delivery area (has been there for over a week) but there have been absolutely no attempts to deliver it. The delivery location is a warehouse that receives ²⁴⁄₇ so I know for a fact we didn’t miss them. Absolutely horrible service.

I had a delivery scheduled on Friday, 12/​19/​2014 between the hours of 2pm-​6pm. Because I knew that I would be at work during those hours I asked the representative that I was speaking to while scheduling the appointment to have the driver call me when they were 15 minutes away so that I could leave the office & be at home when they arrived. She assured me that it was company policy to call 30 mins before arrival. On the day of delivery I received a voicemail at 2:35pm from the driver informing me that he was at my property, that he had been there for 10mins, and that he was leaving. That was the FIRST time I heard from the company all day. When I called him back he told me that if I couldn’t be there in 5 mins he was leaving. I said I needed at least 10 mins and pleaded with him to stay at which point he told me that he had already left the property and that I would need to call the main office to reschedule and hung up. I called the main office and spoke to Mickey Shahadi. I explained the situation and let him know that I was told I would receive a call 30mins prior to delivery. He adamantly insisted that I had received several calls according to «his notes» which is simply not the case. My phone records will prove that the first call I received from the company was at 2:35pm when they told me they were leaving my property. Mickey choose to argue with me back and forth rather than find a solution to the problem and was very unprofessional and rude. I asked if there was any possible way that the driver could return & promised that I could accommodate any other time that day and Mickey’s response was «No I told you the driver was not coming back today. I’m not going to keep repeating myself. Do you want me to just hang up?» I was absolutely floored that a customer service representative had just threatened to hang up on me, the customer. Ultimately I agreed to reschedule the delivery for the following Tuesday, but because my experience with this company has been so abysmal I wouldn’t be surprised if on Tuesday another «circumstance» prevented my delivery. This has been by far the absolute WORST customer service experience I have ever had. The behavior of the individuals that I spoke to was absolutely despicable, and I am baffled that a company with such a low moral code of conduct is still in business.

I’m not sure where else to turn regarding this purchase so am writing here. I ordered a bed through the Wayfair website 6 weeks ago. I did not receive any information about its delivery for 4 weeks when this 3^rd party delivery company informed me that it would arrive the next day between 1 and 5pm. Problem is, I work an office job and would have need to plan in advance in order to be available for that window. So I rescheduled for a date 2 weeks out when I would be returning from vacation and available for the 1 to 5 window. The delivery was confirmed by email and set for 1 to 5pm. As I am returning from vacation in order to be available by 1, I receive a call that the delivery company is outside of my building. This at 10:30am. From there the experience I had dealing with this delivery company was the worst customer service experience I have ever had. Their approach was to convince me that I was incorrect about the scheduled time (I wasn’t) as opposed to providing potential solutions or alternatives. I can spare the details but they were unable to deliver during my scheduled window and have rescheduled for 3 weeks out. So, nearly 3 months from purchase I will receive this product (or so I am told).
Areas this delivery company, which is ironically called New England Retail Express, fell short:
— No communication about delivery until day prior
— Confirming a rescheduled time with me that they would not keep (although they did acknowledge that my request for afternoon delivery was in their system)
— Inability to resolve the delivery issue in a timely manner
— They claim to call customers the day prior to further confirm the time and did not
— They claim to call customers 30 minutes prior to delivery (they called when I did not answer and left immediately)
— Combative customer service approach i.e. fencing with me on the details of the confirmation as opposed to presenting solutions
— Manager I spoke with told me she would call me back after speaking with the truck driver and did not
— Next communication is a new delivery confirmation for a work day w/​just 3 business days notice
— Half the time when you call regarding a delivery, the phone hangs up after 1 – 2 rings
New England Retail Express is a JOKE of a company. Wayfair choses to have it represent their brand and execute on orders. The entire experience reflexes incredibly negatively on Wayfair as I can only assume it has intentionally found the CHEAPEST delivery option and cares little about this company’s level of ineptitude, which is off-​the-​charts.

Seriously the worst service EVER! I can’t believe Costco does business with them… it makes Costco’s reputation go down… I ordered a bed from Costco online and it took 2 – 3 weeks before this company even called to try to arrange a time for delivery. I called a few times to see if I could arrange a drop of window of time… but they replied that they only arrange 4 hour drop off windows the day before adn they would call…
When the day before came I received a automated call saying the arrival window was 10 – 2 pm (right in the middle of the work day) I called to try to change the window and spoke with someone. her response was they cannot change the window since they already booked other times around it.
Basically, you don’t have any choice when your drop off window is… there is no arranging a time, this lame company tells you when to be home period or you can wait another week or two or however long to schedule a new date… oh but you still dont know the time of delivery until the day before… in which case you will not be able to change the window of time because you won’t know what that window is until the day before… its ridiculous to say the least.
The worst resposne I got from them…“this is how we do business… we have been doing this for along time”…haha we will see how much longer you are in business for given your track record and seeing as though I’m not the only one that thinks this company sucks…
Costco PLEASE pick a new provider as they are brining you down.

Absolutely horrible company. This is just another case of a botched delivery and their inflexibility in re-​scheduling.
Customer service was rude and totally non-​apologetic.

I am absolutely disappointed in the service provided by New England Retail Express and Home Direct. After scheduling a detailed delivery with them for the furniture my company ordered through Target, they failed to deliver day-​of. Knowing my building does not have a loading dock they showed up with 2 men (they state that they needed 3 men to deliver as we don’t have a loading dock, one would have to drive the vehicle while the others load). One of whom ran up to my office before I got there confirming with my colleagues that they can deliver only to run back downstairs and call me as I was walking in to say that they could not. This was around 9:30 when we scheduled for delivery after 10AM. It took me 4 different attempts in calling to reschedule only to be told the company will «call me back» to which I never received a call. I had to call the customer service of Target, who then called Home Direct, and only then did I get a call back not 1 hour later with a scheduled delivery. This is after a week of chasing Home Direct for an answer on when we can have our chairs delivered. Worst company to work with. I will not be ordering large items from Target just to avoid having it shipped through this company.

Note: NO STARS
Beware of this delivery service
Home Direct using them often but they are horrible
Many complaints