Urban Express

I am a Rent the Runway Unlimited customer and with the tracking information on the app I had no problem seeing the status of my dresses. They delivered the package to my office 2 hours after they picked it up from RTR (a day after I ordered the dresses). I see many bad reviews for their furniture delivery service, but so far as a RTR customer, it’s all good.

Apparently they are now called XPO Logistics:
We ordered furniture from Babies R Us, and unfortunately this is the company they contract with to deliver. I am shocked this is what Babies R Us sends as a representative for their company to make deliveries. It was by far the worst delivery experience I have ever had and I’m am urging Babies R Us to no longer use Urban Express. First, I received a call on a Wednesday from the delivery person telling me they would be at my home the next day between 4:30pm and 6:00pm. They called that day at 4:45pm saying they would not be able to get to my home until almost 8:00pm. Then they called at 7:50pm, telling me they weren’t going to make it, so we wasted any entire evening waiting for them. I rescheduled for the next day Friday, 4÷22÷16. They told me they would be there at 5:00pm. At 5:30pm they had not arrived, so I called the delivery person who said he didn’t think traffic would be this bad on a Friday night and would be there in 45 minutes. An important note is that we live about 15 minutes from the store. At 7:00pm they had still not arrived, so I called Urban Express directly to find out what was going on with my delivery. I ended up being connected with Tenille Murray who was not helpful and rude. She explained that the driver had until 9:00pm to deliver our baby furniture. This was the first I had heard of this and I explained to her what had happened over the past 2 days. I could not understand why it is so difficult to get furniture delivered. Tenille would only tell me that they had until 9:00pm. Customer service is definitely not Tenille’s best quality and when I asked for a refund for our delivery fee, she acted surprised and only would credit me $ 50 of the $ 135.
When the delivery drivers finally showed up, at 8:00pm, I was shocked, I was expecting a delivery truck, but instead it was the driver’s own personal van, with a back window broken out and my furniture crammed in there among their other junk, which included multiple spare tires. It reminded me of the Scooby Doo mobile. The driver did not apologize for their tardiness or offer any explanation. They were very unprofessional and unskilled at moving heavy furniture. They did put the crib together and it appeared okay, however they had much difficulty with the dresser and my husband had to actually help them get it up our stairs. When I inspected the dresser and changing table, there was a large chunk missing from the top of the changing table and large scratches on the sides of the dresser. We also ordered a chair, however that was nowhere in their van. They claimed that Babies R Us didn’t give it to them. They also damaged our wall by moving an ironing board into our bedroom and then didn’t secure it properly and it fell down scratching up our wall. They got dirty fingerprints all over our hallway wall also. I just wanted these guys out of my home. I called Urban Express again and told them about the damage to the items and all they did was tell me that I had to go to Babies R Us and take it up with them!
I went to Babies R Us first thing the next morning and explained the situation. They were very accommodating after I shared my experience and showed them the pictures of the damage to the furniture. I even had a before picture of what the dresser/​changing table looked like in the store, undamaged. They ordered me a brand new dresser and changing table and refunded the ENTIRE delivery charge. Unfortunately, they cannot control with corporate who Babies R Us contracts with. Hopefully, Babies R Us will cut ties with Urban Express, because as long as they continue to use them for deliveries, I will not order one thing from Babies R Us that requires delivery.

This company is totally inept and will try to cover their asses by lying. Don’t believe anything they say. They are a complete and utter failure. This is for an Ikea delivery. They delivered an incomplete order (2 out of 3 boxes), claiming that they never received the third. After a week of wasting my time on the phone with Ikea customer service, I found out that the logistics company LOST the third box and then just flat out LIED about it. They also arrived at my apartment for the delivery 4 hours early, which was kind of hit or miss about whether I would be there. This is a terrible way to do business. I will be sure to avoid them in the future and would recommend you do the same. Read some of the other reviews on here for corroborating evidence. If they had been honest about the issue, it could have been resolved much faster. They are dishonest and you might wind up paying extra for their screw up and have unusable furniture sitting around your apartment for over a week.

Terrible worst delivery service ever, I wish they had a 0 star rating. Here’s my wonderful experience with this company:
I ordered furniture from babys r us, this company sends two stellar employees to deliver said furniture. They open up the furniture on the front lawn, I inspect the furniture and notice that it is damaged on the corner. When I tell the delivery employee, he responds that’s the way its made just take delivery. To which I respond, «No, that’s not the way its made, its damaged.» Again he starts to argue with me! At this point I refuse delivery and send them on their way.
A new piece of furniture is scheduled again for a week after this incident. Same two delivery guys arrive at my house, they open the furniture again sure enough its damaged again. The guy again tells me to stop being so picky and just take delivery. I explain to him I’m calling the store to see what they would like me to do. While I’m on the phone with Babys R Us he informs me that he has other deliveries to do that day. I explain to him I’m on the phone with the store and would like to see what the store would like me to do. The delivery driver motions to the other employee and they get a dolly out load up the furniture putting back in the van, without my permission or the stores. After they load the furniture into the van they drive off without saying one word.
If a store offers delivery from these people, I would rather rent a box truck and do it myself. No excuse for these incidents.

Now dba XPO Logistics — they are trying to rebrand themselves but they are the same hot mess that they apparently were as Urban Express. Completely dishonest, flat out lied about calling us and emailing us the day of delivery. When delivery was REscheduled they made sure they had walked all over our boxes and out of 7 pieces of furniture 4 were damaged. IKEA should be embarassed about using such a poor company. And I had to pay for this abuse. Horrible customer service, nasty dishonest dispatchers, drivers and work crew. I’m so angry and frustrated about these assholes.

Didn’t deliver my package because they said I wasn’t home. Guess what? I’m home. Never rang the buzzer or called. Incompetent.

How do these people even have 2 stars?! This company is terrible! I still haven’t received my shipment. I’ve been arguing with the company all morning. They called last night to say they would be here at 9. Like a fool, I planned my day accordingly. At 10:30, the driver finally contacted me. After arguing with me that I said for him to be there before 1, the driver admitted that he had mixed up his calls and said he would be there «in a few minutes». An hour later, I called him. No answer. A half hour and several attempts later, he finally answered his phone. He did not seem to care that he had screwed up my entire day. He did not apologize for not calling me back. Instead, he blamed his incompetence on another customer. He insisted he would be here soon. It is 12:30 and I’m still waiting.

Thanks everyone for all your reviews becuz of this I decided to cancel shipment and pick up the crib and assemble it myself thanks everyone for your honest reviews!

I work for a trucking company that does deliveries for furniture year round so naturally when I saw the reviews I thought it would be a massive disappointment. I was very wrong.
We’d scheduled the delivery for specifically ⁹⁄₉ and got a 4 – 8 pm window the day before. The drivers arrived within the window, delivered the order complete (which for 22 pieces could have been an issue) and were courteous and efficient. I really appreciate the post call from the delivery service.
I know for a lot of people their deliveries have gone bad and they don’t necessarily feel they got good service but we had a good experience and I’m pretty pleased and relieved.

One star for actually getting my couch boxes into my living room! Unfortunately, none of the other stars were earned. I had planned to just copy/​paste my customer service email here, but it turned out to be a doozy. So, the highlights:
Disclaimer: I wasn’t at my apartment at the very beginning of my original delivery window, so the fact that my couch wasn’t delivered that day is 100% my fault. Acknowledged.
— Original delivery window was 5−9pm. Got a call at 3:30 when a driver was at my apartment. Proceeded to yell at me for not being there and for not speaking Spanish. Then hung up on me.
— Then I missed the actual delivery window, like I said, totally my fault. When I called the dispatch back to ask how to reschedule, the person I spoke to was rude and dismissive.
— I returned to Ikea and rescheduled the delivery, and was advised to call again to see if it could be delivered early. I called. I wish I hadn’t. The person on the line was rude and acted as though I was completely wasting his time. Honestly I was nearly driven to tears by how rude that person was. Cut off my sentences and everything! I knew an early delivery wasn’t likely but come on! At least let me down easy! There is no need to be a jackass to a customer.
–Okay, new delivery day. My roommates and I waited around from 11am to 3pm for the delivery, you know, just the better part of our day off from work. No delivery.
— I called the help line just before 3 to see what was up, and was met with a rude, but not offensively rude person. Let’s go with that’s just probably how most of her interactions with people work. No big deal. She called the delivery guys for me, and they said they were running two hours late.
— Apparently you have to call to learn that your delivery will be late.
— I waited another two and a half hours, still no delivery. Called again, was actually connected to a really kind, polite man. He apologized for the delay and checked with the drivers — we were the next stop. Cool.
— The actual delivery guys were nice and got the couch inside — there’s the one star! It was bolstered by that one polite phone call.
Overall, I’ve learned that I will never pay for home delivery from IKEA as long as it’s operated by Urban Express. It’s not worth my time. I’d rather have lugged those 5 boxes up my stairs on my own. For real. And I’m a lazy lazy millennial!

HORRIBLE, awful, ruined my appliances and the door frame and jamb they took the appliances through. DO NOT USE!

INCOMPETENT A-​HOLES! IKEA sent 2 pricks from this company to my house yesterday. They came in with a nasty attitude, tossed around boxes then only put up my new headboard instead of the whole bed. When I asked why, they said they were told to only put up the headboard. So instead of acting like professionals and trying to figure out why this happened they demanded I sign the work order and when i refused they snatched it and stormed out of my house.
Now I have a headboard, bed that hasn’t been assembled and a missing mattress.

I recently purchased a sofa and bed frame online from Ikea which was delivered by Urban Express. I had read the reviews and was honestly freaking out that I would either not receive the delivery or they would be broken.
I guess I was either one of the lucky ones or the only people that review are the bad experiences out of the many they must do each day. Urban Express received my goods from Ikea 2 days before scheduled delivery (schedule was Monday, they receive them on a Saturday). They then quickly processed my insurance certificate which my building requires (in Greenwich Village).
The next day (Sunday) I received an automated phone call telling me the delivery window of 12−4pm. They arrived on Monday at 12:20pm. Delivered everything efficiently and were very professional in their manner.
In addition, the weather that day was 100% rain and it was pouring. I thought they would be late since NY traffic in the rain is terrible. They didn’t flinch at the fact they were getting wet unloading the boxes as there is no covered area at my building.
The only improvement they could do is provide the time window a little earlier — possible 48 hours before to allow for more planning.
Other than that, I think the onus is on IKEA to fix their customer support for online purchases. They were pretty bad to deal with and gave no details of how many boxes I was expecting, etc. They sent no automated emails about my delivery for at least 5 days which they were meant to.
So please don’t freak out about delivery. Yes, there are always issues with some people but I imagine there are many good deliveries like mine that go without a problem.

Hi all one year later — still absolutely no f — -ing change with this delivery service. Still the worst, and ikea is stil using it. I even emailed the manager who emailed me a year Ago– they apologized for the experience but too little too late. But now another ikea run another delivery service NOTHING CHANGED. Still giving me anxiety and stress. I even emailed the manager back who emailed me a year ago starting what I am going through currently. No reply yet. Fine. I get it.
We called the number got hung up twice. I took a day off again, my stuff didn’t come on time in fact they PUSHED my time without my knowledge or approval — -Hey sounds familiar right? I’m actually just waiting to see if all my stuff comes… High possibility I might be missing one part of a bed again… Again sounds familiar right??? –please read my review from the year before–
Anyways whether I get my furniture or not will be a surprise. Management in my apartment said no furniture after 5pm. We noted morning — 5pm, they called yesterday and confirmed ok. We gave them the whole f — –ng day but this damn company said 5 – 7 or 7−11… How can they mess this up. AGAIN? How is ikea still using this… AGAIN??? Again it is making me cry. Thanks second time once every year. Maybe next year I move again I might have a third update review hahahahahahahah. Such a mess and a joke.
Probably won’t get my furniture At all. And we told them we need it in the morning, don’t these jokers know Manhattan apartments hVe a certain time to move stuff they probably don’t give a sh! t. Going to f — -ing cry now because moving is already hard they just made it harder — oh look déjà vu again! I think I said the same thing in my review a year before.
Update: finally someone nice picked up. Amazing guy he tried everything he could. So this star is for him. However nothing they can do. No surprise there. If I don’t get my furniture. It’s on them as usual like before.
I’m still going to a corner and cry. Thanks a lot again. Still waiting on the manager to email me back but it’ll probably be ignored or if she does email me again it will be after the fact and after the stress like the year before. So yeah. No change here.

This company has to be a joke … Why is IKEA even partnering with them?
Im 6 months preggers and had recently moved apartments. Since IKEA offers pickup delivery and assembly services, I purchased a bed, a dressing table and a couple of shoe racks from them to get installed.
DELIVERY:
I get a call from the company saying the dressing table was not in stock and the next available appointment for everything to be delivered together was 2 weeks away.
Not wanting to sleep on an air mattress till then, I took IKEA credit on the dressing table and asked for the rest of the stuff to be delivered. The delivery happened within the 4 hr time window but the guys were rude and just left the boxes near the door. A neighbour helped me drag the boxes inside the apt.
ASSEMBLY:
The window given was 9AM to 3 PM on a weekend. At 2:45 PM I get a call from the assembly guys saying they can get there as fast as their car can take them (?) They arrived at 4:15 PM and only one of them had tools. the other used the wrench, hex that came with IKEA furniture and finally had the job completed at 7 PM. It wasn’t like they were unprofessional or anything but they just didn’t seem like they had done this for very long. A bunch of college kids could have done a better job than them.
P.S: If you want the furniture anchored to the wall/​anti-​topple devices installed, you have to pay at the store ONLY. they do not accept over the phone or internet payment options. In my case they opened a case file, contact the IKEA store that sent the merchandise, authorise another assembly time and have a team come in just to anchor 2 shoe cabinets to the wall. The customer service is a joke!
Im just so disappointed… the drawers on the bed don’t even pull out straight and one of the shoe racks is higher than the other… Im not even sure whom to contact to get this fixed!
Come Monday IKEA will be getting a call from me to clear this mess. The whole thing cost me $ 1500+ and the service provided is just ridiculous…
I could have done a better job single handed if I was not pregnant!
Save your money… Throw a pizza night invite some friends over and have them help you or hire someone local.

I never want to see them in my home again. I fear I won’t ever buy from Ikea if they continue using this company. They didn’t show up when they were suppose to show up. I had a time slot of 12 – 4 and they called me at 3:45 to tell me they would be late. My building has a delivery caught off at 4:30. So we had to reschedule and take off another day of work. But that’s not even the worst part.
They were unfriendly delivery guys. I actually felt uncomfortable in my home. Although they managed to assemble my furniture quickly, they had total disregard for my purchase. Common courtesy would have been for them to at least wipe off their footprints off my new IKEA closet panels. They also managed to chip off the shelves. Shockingly enough they also scratched and dented my NEW HARDWOOD FLOORS!!!
Where is the 0 star when you need it?

I recently had a bunch of Ikea furniture delivered through this company.
I had read reviews on this page and Ikea New Haven’s page about how horrible delivery is… most of the reviews are frightening and I was really worried that I would also have a stressful experience. I really had no choice though, because the furniture I purchased was far too big/​too heavy for me to move myself.
I scheduled delivery through the Ikea store, and was called by the delivery company the night before my scheduled delivery day with my delivery window times. They said they would arrive between 10am and 3pm, and they came right at 10am — a relief to not have to wait around for 5 hours! My furniture was all moved into my apartment within 10 minutes, nothing was missing or damaged. The guys were efficient and friendly.
Everything went smoothly — so I thought I’d share my positive experience! I’m sure it’s only people who truly have bad experiences going out of their way to write reviews about a delivery service… so please don’t stress too much if ordering furniture from IKEA. If my delivery went well, so must have hundreds of others!

I HIGHLY suggest you use another shipping/​delivery company if you have the option. I’m not sure how or why Ikea still uses this company after so many negative reviews and the poor service from them. Dealing with Urban Express is almost as convoluted as Ikea itself. which I guess makes sense. Regardless, I wish I’d looked at UE’s reviews earlier; our story is pretty much the same as the others you’ll read below.
We purchased furniture from Ikea, which UE was scheduled to deliver between x time on x day. We jumped through countless hoops to ensure it was a day we could: be home, schedule with our apartment building to reserve the service elevator, obtain the insurance documents from UE, etc. We didn’t receive a «confirmation» from UE until the evening prior to our scheduled delivery.
The morning of delivery, we had JUST finished moving all of the furniture out of the way in order to clear the room for the delivery/​boxes & assembly, and the phone rings. UE is telling us their truck broke down and they won’t be able to deliver that day, and wouldn’t be available until later next week. I was livid and refused to accept this, and demanded they find a solution; ours can’t be the only truck and driver in their fleet.
I tried to be understanding because I know sometimes sh** happens, but we paid for this service and went very out of our way to prepare for it, so I stuck to my guns and said they’ll have to figure something out and add our delivery to someone else’s truck/​route. [Side note: Dave from UE will speak to you very condescendingly, so make sure you’re prepared to dish it back.]
Thankfully, this worked. We managed to get them to deliver the next morning, which wasn’t what I wanted or planned for, but much better than waiting another week to get my sh** done and take more time off work. While I’m grateful they worked something out, their attitude and complete lack of professionalism was unacceptable. HAVE A BACKUP PLAN, UE!
Long story short, I will not use UE again. I would rather carry the boxes on my back and walk from Paramus.

ABSOLUTELY MOST DISSATISFYING AND UNPROFESSIONAL COMPANY I’VE EXPERIENCED IN A LONG TIME.
(Where is the option for Zero stars when you need it)
If you call them to get your four hour window for expected delivery they will literally put you on hold before you finish your sentences and leave you on hold for up to a half an hour. When I called back because I was on hold for 20+ minutes the guy puts me back on holds half way through me asking him not to. He did not care. When I finally got through to someone after a good 45 minutes — to confirm my four hour window they had no answer for me and told me that they will call me back and let me know in 10 minutes. The 10 minutes never came. The items were expected to be shipped the next day. Good thing I had no plans because I would have no idea when I should be home.
When my items arrived there were only 9 instead of 10. When I called the driver to see if maybe it was left in the back of the truck — he answered my first call but hung up on me mid-​sentence then proceeded to screen and ignore all my follow-​up calls, forwarding them to voicemail. I still don’t have my package.
(I hope you enjoy my desk. Use it in good health.)
No care for customer service, professionalism or at the very least doing what they say they will do. This company was outsourced to me through IKEA. I hope IKEA reconsiders using them in the future.
If you can help it, stay far away. Insist on Fed-​Ex if possible.

At the beginning, my experience was stressful. UE canceled two appointments and, often, the delivery hours. That left me worry for few days but getting an automated texts and calls each time relieved my anxiety. UE’s reasons for unable to deliver were the truck broke down and the driver got sick.
On the third day, I finally got IKEA kitchen cabinets and they were delivered between the hours that they gave me. The quiet delivery guys were hard working good guys from Africa. They even helped to check off my order by going through each item with its number. He called the number and I checked off the number from Customer Delivery Sheet that I got when I paid at IKEA planner station. I also visually double check each pieces before I checked off. We were pleased that all were here. For them, it saved their time. After I signed to the UE sheet, I noticed it took only about 30 minutes. I gave them a nice tip.