FragilepakReviews of fragilepak.com

Our new stove is lost in Fragilepak’s system. Got a notification that it was delivered but it was not. We called and they have no information. Wait times up to 45 minutes for no help. Latest was an update promised 5pm today. We have low confidence that it will happen. They can’t even tell us if the stove was delivered to the wrong address or if it is still in the warehouse or on a truck. None if the stuff on Fragilepak’s website such as delivery updates happened. Our street address number is displayed on our road in 5” letters so it’s hard to see how it could be missed and what about the signature required at delivery? They let someone else sign for it? Update 6/15: We received a call from a Fragilepak representative who is working to resolve the issue. That is good but the 36 hour delayed response means it’s now the weekend and it will be next week before he is able to resume the investigation. To us it means our stove might be out in the rain at some unknown location IF it was unloaded. Fragilepak doesn’t know because they never contacted the truck driver to our knowledge.

I spent a lot of time going back and forth with them and through AAFES, They never even call me to see what day works for me, they only do what they feel is best for them, and their OWN Schedule. They initially sent me a message that they would delivery on 4 Jun 2024 after ordering the item in Early May. When i ordered the items through AAFES, I specifically ask if i could take delivery on a weekend due to working doing the week days and they said yes. In my MANY Conversation with AAFES and Fragilepak, BOTH pointed the finger at each other with each saying it was the other responsibility to determined a date and time. Fragilepak said it was AAFES responsiblility, and AAFES would turn around and say they have no control over how they do their delivery. When Fragilepak first call me, they informed me that the SOFA was Broken, and I needed to reach out to AAFES for them to request it be returned, a Lady by the name of "Jody" who works for AAFES Online Customer Service went on and lied that I said they can deliver the Broken Sofa and they would set it up in my home and to see if i wanted to keep it or not and if not they can remove it and then return it back. ALL in ALL, I must spoke to at least SEVEN DIFFERENT AAFES Online Reps and each one told me SEVEN Different Things. Things gotten so bad call them, in the end i got a manager call "Hector" who was some what helpful and tried to get Fragile back to deliver on the 7th as scheduled after 3:30am, however, Fragilepak claim they couldnt honor or guarantee me the request, and they would call before to confirm. On 7 Jun 24 early Morning, Fragilepak called me and said i was scheduled for delivery between 8am and 10am, which to my surprise i told the person i wasnt going to be at home and i work doing the week day about a thousand time, and no one would be there. She went and lied also that i said I would schedule for another Day which I didnt say at all. I merely told her i wouldnt be home if they came before of my work, and there was a requested time for after 3:15am. I called AFFES and the online Reps were NOT good at knowing their jobs and claimed it was nothing they could do and that it was up to Fragilepak, and I ask for Hector, but by then i was soooo Upset with dealing with AAFES and Fragilepak for OVER A MONTH NOW TO just do a simple delivery. The Whole Experience was a NIGHTMARE. I didnt manage to work with Hector, the AAFES store manager to have it deliver all excepte the sofa on 15 June, dont know it it will happen or not, and by the way they been so far, i am barely counting on it. Its just sad that you have to go through sooo much just to have basic items delivered what has been paid for, and not even consider what is best for the customer time to take delivery, versus what the Company think is best. Seem like FragilePak didnt care about you having to get off work with no pay to just sit at home waiting on them, compared to them try doing the same thing. Terrible Experience.

This is a follow up to my previous review for this company. I gave all the information they needed. I got an email and a voicemail telling that they are sending someone to unpack and assemble the recliner on June 17. I asked for a sooner service because I have the box in my family room since June 3. We have a birthday celebration on June 12. I haven’t heard from them since . The phone number which left a voicemail is not a working number. If you call it, it just turned off.

I ordered my item from the store on March 26. I had to refuse delivery on April 30 due to severe damage. I am now due to receive delivery after June 21. This simple purchase turned into a 3 month frustrating ordeal. The customer service reps were powerless to accommodate my needs or attempt to correct the situation their company caused. The supervisors were equally unable and unwilling to improve my situation. My advise? Only buy locally.

Absolutely awful experience with orders 263U1955775 and 263U1955789. I was willing to give them a chance after their first delivery no-showed me 2 weeks ago. . I had ordered a 180 lb. sofa, and a 200+ lb. TV stand, and I filled out properly that there was a flight of stairs to go up with this heavy furniture. But today they did show up, with 1 single driver that would not in any feasible capacity be able to carry this furniture upstairs by himself. After not calling, giving the faintest knock on my door, and expressing obvious disappointment that I was home, he attempted to get the TV stand up the stairs by himself for about an hour, and then he started to close up his truck to leave. I had to go outside and ask what was going on, and he said he would be back. I had already waited over a month and been no showed by this company once so I had zero faith that he would return and the driver left the furniture downstairs in the parking lot, leaving me to find someone to come help me carry it upstairs. I paid for this furniture to be brought upstairs and be assembled, and this should be embarrassing to anyone that works for this company. Absolutely the worst experience I have ever had and I will be filing grievances with the Better Business Bureau and any other organization I can.

Worst delivery company I’ve ever dealt with and I’m 63. Customer service does absolutely NOT ever respond to calls and emails. Not notifications as promised the day before or day of delivery (if they even deliver at all). Day taken off of work for no reason and no explanation! Do NOT under any circumstances let your order get shipped by FagilePak. Ask for a different shipper or buy elsewhere! Worst delivery company EVER!

The biggest joke of a company I have had the displeasure of working with. AAFES uses Fragilepak for furniture deliveries and EVERY time I have to expect I will have the service equivalent of a roast every time. The most recent experience, I had furniture delivered in Nov of 2023 with damage, I contacted AAFES and Fragilepak came out to pick the furniture up what I remember to be a month later. 6 months later on 14 May 2024, no refund. I called AAFES again and asked for a status of my refund and they have to get back with me and the furniture was received by their warehouse in mid-April. This means it took 5 months for Fragilepak to return damaged furniture! Before this round, Fragilepak called me to schedule delivery and I made a schedule date. Fragilepak came, unannounced on a completely different day and I had to tell them through my Ring camera that I was not available and I did not schedule delivery for that day. When I rescheduled, they didn't even show up. The company has no transparency and apparently nobody in charge as it is difficult to find a phone number. It is amazing they can run this sham business and manage to still work with corporations. What a joke, nobody will miss you when you are gone Fragilepak. AAFES, do your veterans a better service if you really care and use someone else, this is truly a shame!

FragilePak said they'd deliver on 01 May, and that someone would reach out the day prior to confirm the delivery window. Around 2pm the day before, I started getting nervous as I hadn't been contacted. There's no phone number listed, so I googled and found a number. Called it, and the call center person explained that they don't create the routes until 6:00pm so I have to wait until then. If I haven't heard from anyone by then, I can call back. At 6:10pm still no word, so I call back. This time they tell me I should have called earlier because the local warehouse is now closed. They tell me that someone will call me tomorrow (delivery day) to confirm my window. I never hear from anyone, and no one shows up to deliver my furniture. So, I call around 11:00am, and they explain that my furniture is not getting delivered today. At this point, I wouldn't have received any communication, just a no-call no-show. Unbelievably unprofessional. I demand to speak to a manager, who finally calls me back. He's apologetic and explains that he'll fix this for me and make sure it gets delivered tomorrow, I just need to give him 30 minutes to work things out with the local warehouse. 4 hours later he calls me back to give me the good news -- I've got a delivery window nailed down, 8am-noon tomorrow! So I thank him, but explain that the system is still showing no delivery window. He says it'll update in the next minute or so. I keep checking, still no communication or update. An hour later, it updates, but says the delivery is pushed back another day, and that someone will contact me a day prior to confirm my delivery window. So, I call back, the call center person explains that I spoke to the manager an hour ago when he gave me my window, but 17 minutes ago someone from the local warehouse rescheduled because they don't have a driver to come to my place. I'm now waiting for a call back from the manager... again. So far, it's been about 15 calls to the call center and FragilePak has not honored any aspect of their obligations. It's incredible that Crate & Barrel uses such a incompetent company to ship their furniture!