FragilepakReviews of fragilepak.com

Super frustrating. Ordered a sofa from Dream Sofa on June 21. Fragilepac picked up the sofa on August 6. Dream Sofa said that they ordered expedited shipping and it would take 2-3 weeks for the sofa to be delivered. To make a long story short, it is August 27 - exactly 3 weeks from the day Fragilepac picked up the sofa - and it hasn't been delivered. I emailed and called both Dream Sofa and Fragilepac. Fragilepac gave conflicting information via email...the sofa will be here this week...no, next week...no, we don't know where it is, when it will be here, or when it will be delivered. Dream Sofa then said that Fragilepac should have the sofa at the local warehouse tomorrow (8.28). I paid for white glove delivery. I will update the review when the sofa arrives. 9/4/24 Fragilepac confirmed yesterday (three times) that the sofa would be delivered this morning between 9:30 a.m. and 1:30 p.m. To make a long story short, it didn't happen. I called and spoke to customer service and they said that a delivery could be made any time over several days regardless of when they have confirmed the delivery. 9/5/24 The sofa was delivered today but I'm sure its only because I was such a pain. Good luck to anyone stuck with this shipper. Reducing my rating from two stars to one. Gave two initially because customer service is responsive to emails. Reducing to one because the information they provide is completely worthless and/or unreliable.

We ordered a piece of furniture to be delivered and the assigned company was FragilePak. I received an automated text on Thursday, August 15th to schedule delivery. I scheduled for August 20th and received a text message confirmation. On the 19th, I started receiving a ton of automated texts from FragilePak to schedule a delivery date. I assumed it was a system glitch because I’d already scheduled. The text provides a link and suggests to email through the link to get in touch with customer service. They do not provide a phone number. I emailed twice, at 9:21am and 2:08pm, but no response. I continued to get many automated texts and calls to schedule. Finally, I had to search for their customer service phone number. The representative contacted the warehouse and came back to say they claimed they “can’t deliver on the 20th because the government won’t allow them to come on the base”. They had apparently cancelled my delivery several days prior without notifying at all. We contacted the base visitor center to ask if there are any delivery restrictions and were told that deliveries could come at any time and the only requirement is a visitor pass. I called FragilePak to explain and was told the same lie that they are not allowed to deliver because the government says so. We took time off work and rearranged our schedule to be able to get the furniture into the house and set up. Now they want to reschedule for a different date and none of the dates can work for us due to work scheduling. I’m seriously appalled at the lack of communication and the blatant lying from their warehouse team and drivers. We now have to go through the Exchange customer service to process a return and purchase furniture elsewhere, which is more time and frustration. I have no idea why the military stores continue to work with this shady, unprofessional, and unreliable company.

Unbelievably bad company. They sent me numerous reminders about my delivery and it never showed up. I had to call 3x before they told me the shipment wasn't coming. I took the day off and ruined many people's schedules to be here for the delivery. They did not bother to call to say they weren't coming. Customer service is absolutely useless because they are all in another country. All I got was a notice to reschedule in a week after I spoke to several useless agents. I have no idea how I'm going to get my stuff but it won't be with this company. I'm beyond furious. Worst company ever.

Best advice, read these reviews! I don’t know how this company is still in business. 1 star is too much..Downright lied to me several times about delivery saying it was on the truck. When it clearly was not bc driver told me later his truck caught on fire days earlier and he canceled all deliveries. I waited all day, and finally called, she said driver called 10 minutes ago with maintenance issues. They even scheduled a date without letting me know. I only found that out when I called to check in bc they never called me. Unfortunately , I was out of town that time. I called Crate &Barrel for help and part of it finally came via Hot Shot on a trailer. I ordered 2 sofas and an outdoor collection Memorial Day Weekend. It arrived August 9th. Supposed to get “white glove service”. We had to assemble ourselves. Ditto to everything said in the other reviews.

FragilePak failed to complete its mission to delivery an entire route of goods to customers today! Rescheduling wasn’t even possible today! Completely unacceptable. My delivery, of three (3) rooms of furniture did not occur. Delivery was scheduled between 11:30 and 3:30 p.m. After three weeks of waiting—for delivery, your process failed (delivery) and during the first call to customer service a delivery date could not be rescheduled! Why not? This is another process failure—to reschedule a delivery date! At 2:32 p.m. an email and a text were received to inform me “…due to unforeseen circumstances...” delivery would not occur, yet FragilePak offered a ‘click here' to reschedule--that option didn’t work either. During this first call a rescheduled delivery date could not be made by FragilePak, however the customer service agent stated they were working on a Friday or Monday delivery and would get back to us; she stated delivery may not occur for another month as they only deliver on Thursdays! Yet, the website attempted some solice the issue will be resolved within 72 hours once a ‘confirmed’ delivery date is set. I understand business logistics and agreed to a three week wait (you only deliver on Thursdays and Fragile Pak is overworked). However, waiting another month? This isn’t a regular delivery—it’s Fragile Pak’s attempt to mitigate the situation! I was informed it’s an entire route of deliveries that were affected by the company’s failure to replace the malfunctioning vehicle/trailer! The business workday generally starts in the morning—yet, it took around 6 hours to inform me (how long to inform the other customers on the route?) What process failed in this instance? Fragile Pak’s prime responsibility is to delivery the customer’s goods--as scheduled, without damage caused by the company. A mutually-beneficial business arrangement between the customer and a company! In an attempt to identify the issue(s) and resolution, I call customer service again. The individual spoke with me as if I were and idiot, taking several minutes to explain the impossible task of getting another tractor and/or trailer. He did so by speaking over me! The worst customer service experience I have ever had! FragilePak failed, the customer service rep only wanted to tell me how irrational I was without addressing the problem—FragilePak’s failure to complete a mutually-beneficial business arrangement! I have contacted AAFES and presented the situation and explained to them their business-arrangement with FragilePak should be reviewed. A senior manager will be contacting me tomorrow. CC: AAFES/ CSM P.S.S., USA

The worst expience for a delivery ever!!!!!! 0 STARS!! I get a delivery date. Then they push that out a week. Then they push it out another week. Customer service is horrible and very rude. Its like they forget they only exist because of customers. The package sat at the same dock for 2 weeks before they started moving it. They have lied to me multiple times. No itegrity in this company at all. DO US ALL A FAVOR FRAGILEPAK. CLOSE YOUR DOORS NOW!!!!!!!

Zero stars if I could. Believe the reviews. They are unreliable and customer service is useless. Read on for the details, or just avoid using them if you can. The shipping business is a smarmy one, but I feel like consumers deserve better and need to be vocal about unacceptable service. Prior to scheduling my delivery, my husband filled out the delivery questionnaire, noting the delivery was on the first floor, but there were a few stairs (porch and walkway) to get into the house. Delivery scheduled for a Saturday. Two guys show up and are completely surprised and unprepared to get the two 71/2 ft boxes, clearly marked as weighing 300 lbs each on the shipping labels into the house. They get them off the truck and into my garage and say they need 2 more guys to get them into the house. We'll come back Monday with more guys, it's easier if we put the boxes in the garage than keep them on the truck, etc. They tell us to follow up with a call to the vendor and FragilePak (but oddly, at the time, not their company). We do that. FragilePak says the (third-party) delivery company isn't picking up the phone, probably because it's Saturday. Crazy thinking, but they can't just send somebody else. Monday comes. No word from FragilePak. The furniture vendor's concierge service gets involved. Says they have also called FragilePak and approved more money for additional guys. Call FragilePak again myself. First I'm told there is no answer still at the local delivery co. Meanwhile, I know there's obviously an issue with money for more guys, which the vendor has said has been approved. I mention the vendor has approved money for extra guys, so now FP CS says they can't schedule the rest of the delivery until the money comes through on their end. So we'll hear from them about scheduling a delivery 24-48 hours after that. So it will not be moved into the house today (or tomorrow)? I ask. No, she says. Crazy thinking they might finish the job in a few days. Almost as crazy as thinking the service would be complete the day it was to be complete. What's more, it appears to be treated as if I'm scheduling an entirely new delivery, so my expectation is that it would be a couple of days to get an e-mail to schedule a delivery a week or two out. Meanwhile, car can't fit into garage with the furniture there and we are scheduled to go on vacation at the end of the current week. CS tries to put blame on vendor. "We are supposed to try with 2 people, and if that doesn't work, then they need to send money for 4 people." That determination couldn't be made before the day of my delivery based on *your questionnaire,* the shipping weight, and the size of the boxes on *your truck*? CS again says it's the vendor, contact the vendor. I am beyond annoyed at this point with the finger-pointing and the lack of customer service. I ask if I can pay the cost right now over the phone. No, only vendor. I ask if they can give me a number for the company or find another to move the boxes and I will pay them directly. No, she doesn't know who I could call. Really? Because you have a local company you use here, apparently? I ask to speak to a FP manager. She says her manager will call me. I'm still waiting. Call the vendor's concierge service and ask directly how this works. Concierge says FragilePak is supposed to determine how many people are needed to deliver the furniture beforehand (based on all the info they have and ask for) and if it needs more than 2, they are supposed to notify the vendor beforehand requesting money for 4 guys. So, it's not entirely clear what the politics are in the background between vendor and FragilePak, but I know a couple of things. 1) The vendor is probably right that this is supposed to be determined beforhand. I can't imagine they would contract with a service that handles delivery this way as regular practice. 2) My gut strongly says the guys that showed up had no intention of trying to bring the boxes into the house before they got to my house. 3) This vendor isn't the only vendor having the same issues, with delivery not being completed. In the meantime, what if I had no garage? Believe reviews that say the delivery was left in the driveway, or garage...for weeks. I would have more recourse if they had kept the boxes. Instead, they are being held hostage in the garage. I resolved my own problem. I contacted a local junk hauler who is scheduled to come 4 days after what my delivery with FragilePak should have been. He will have 4 guys and remove the packaging. I may have some luck with the vendor refunding the "white glove" delivery charge. Their customer service has always been outstanding. FragilePak will do nothing, I'm sure

Truly a horrible company if you ever have anything that needs to be delivered Furniture Wise by a company called fragile pack do not allow your purveyor to send through fragile pack they are horrible I asked for a change of address got it handled after many many phone calls and emails had it scheduled to be delivered on Wednesday July 3rd through the agent fragile packs specifically called and had the piece removed from the delivery truck because they said we did not use the proper channels to get the address changed so we got in our vehicle and drove 80 miles each way 160 Mi round trip to pick up our own piece of furniture that included free shipping it had been sitting for over 2 weeks and their excuse was as they couldn't get the shipper to authorize the address to change also purchased it through another company called antique Farmhouse that I would run from and not do business with either they were terrible