Hub Group, Inc.Reviews of hubgroup.com

Absolute worst delivery company I've ever dealt with. My package has been scheduled for delivery 3 times in a week and I still haven't received it

On September 11th, my delivery was supposed to be delivered between 8-11:30 am. We have video footage of our gate being opened at 7:37 am. The gate remained opened until 9:13 pm on September 11th. We waited all day for the delivery. Not one phone call or text message. I called Ashley furniture (they use Hub group as their delivery service) twice to let them know that it was the past the time of delivery. They said they would escalate it and that Hub group would call us to reschedule delivery. Called Ashley furniture again on Saturday (spoke with representative three different times) to let them know that Hub Group has still not reached out to schedule a delivery. Called Hub Group on Sunday to schedule my delivery. They scheduled a delivery for Tuesday, Sept 15th without my knowledge AND while I would be at work. I spoke to Ashley Furniture and Hubgroup on Monday to let them know that I was not available on Tuesday and that this was scheduled without my knowledge. The representative at hubgroup said that he would call the warehouse to have them move it to Wednesday. I called again to verify that they had the correct phone number. On Tuesday we get a text from Ashley’s Furniture saying my delivery is 17 mins away. No courtesy call from Hubgroup. The delivery guys show up and speak with my mom that was in between conference calls. She tells them to put it on the back patio to be assembled. The guy says it is a basic delivery and that we will not assemble it. He calls me after my mom requested. I told him that I have a receipt showing I have white glove service and emails from customer specialist at Ashley furniture confirming that the delivery team will assemble it. He also tells my mom that he was here on Friday to deliver the items, however, our camera does not show him in our driveway at the scheduled window nor did he call to lets us know that he was there. He also did not call us 30 minutes in advance as the tracking website states would happen. The gate was opened before the delivery time frame. I spoke with Ashley furniture and they apologized again and said that they reached out the delivery team and that someone will contact me within 24 hours. I have yet to hear from someone to schedule the assembly that I paid in advance for. I schedule a delivery. It doesn't show up. I never get a call. I wait to hear from them but never heard from them. I reach out and they schedule a date without me knowing. Then don’t perform the white glove assembly that I have numerous documentation showing that I paid for this service. I called to speak to a manager today and he left me on hold and then hung up.

We have a very heavy item (310 lbs) to return to Home Depot, too heavy for us to move out of the house. Your policy of not providing for pickup of heavy items inside the home (which is where the item was delivered in the first place) leaves the customer in a bad place.

Description of Incident:I am filing a formal complaint against Hub Group Final Mile regarding a systemic, repeating pattern of poor operational logistics, complete lack of basic employee hygiene, and a defiant work ethic across three separate deliveries. It is clear that Hub Group's local subcontractors actively look for any minor excuse to evade the appliance installation services that customers pay for, passing the labor and financial burden onto the consumer.My experiences across three separate major Whirlpool appliance orders document a complete failure of service:The Gas Stove Delivery: The delivery crew refused to connect my gas stove simply because they failed to bring the correct, basic tools to remove the existing gas line cap. I was forced to borrow the correct wrench, remove the cap myself, and finish the installation independently with third-party assistance to safely check for gas leaks.The Dishwasher Delivery: The crew again used minor, easily resolvable details as an excuse to completely refuse the installation. I was forced to go out of my way to hire and pay an independent, third-party plumber to finish the basic installation steps that Hub Group's "professional installers" should have handled.The Latest Dryer Delivery (Attempt 1): The crew arrived entirely unprepared, lacking mandatory floor covers to protect my home and exhibiting poor personal hygiene that fell well below workplace standards. Furthermore, despite my home requiring a 3-prong electrical cord, they arrived with only a 4-prong cord, carelessly stating they "used their last one." The dryer was also severely dented due to poor freight handling, forcing a total refusal and a four-week delay.The Latest Dryer Delivery (Attempt 2): A completely different replacement crew arrived with a hostile, defiant attitude, aggressively debating me and refusing to perform the "White Glove" installation and vent hookup. They claimed, "No one told us we're supposed to install this; they just give us the address."Hub Group is operating an outsourced labor loop with zero training, zero quality oversight, and a toxic local workplace morale. It is unacceptable that a consumer dealing with their crews across three entirely different occasions faces the exact same lazy, combative attitude where drivers do everything in their power to avoid performing heavy labor.Desired Resolution:I want Hub Group corporate management to formally investigate and audit the regional dispatch terminal responsible for my territory. They must mandate that their subcontractors carry standard installation tools, maintain appropriate hygiene, and be strictly penalized when they refuse to complete paid installation manifests.

Not too thrilled with an AI bot for help like this. It doesnt give me confidence. I have a sneaking suspition that my delivery will be canceled. Its 740pm, and the business day is over, yet, but still says its coming.

Find another company if you’re considering this company or they are scheduled through a store you purchased from. The cabinet they were to deliver and unbox in my condo would not fit into elevator while boxed. I suggested they inbox downstairs instead. Unboxed it would have fit into the elevator. I offered to sign a waiver. They refused and left the box outside the elevator where it was exposed to the weather. They said they’d need to reschedule with 2 additional men to carry up the stairs. I tried to resolve by calling the ‘contact’ number which no one answered. Very long story but they never rescheduled. I found another delivery company who arrived when they said they would. They unboxed, brought into the condo and finished in under 30 minutes. Not sure why furniture stores continue to use this service. They have no professionalism, integrity or follow through.

Not getting updated info and was not told it would take this long wusing white glove service with dream cloud. Very frustrated!

Horrible, awful. The guys who delivered the couch were great. Professional, helpful, generous. The dispatchers, however, completely ignored us after multiple calls. Initially, I received multiple emails from Equinox saying that they called me (which they did not do, I checked my call history, including spam, and I know they had my correct phone number. They were clearly automatic emails.) So I called Equinox, as the email said. The first time I reached a woman who did not seem to care at all and made no effort to help. I was very polite to her. But my delivery time did not change. I called three more times and no one answered. One of those times, someone clearly picked up the phone and dropped it right back down. I then contacted Article, the furniture company, wo said they would try to reach out to you. The default delivery time was Saturday, the only day that didn't work for me. The time on Saturday was 10:30 PM to 2:30 AM... IN THE MIDDLE OF THE NIGHT. When I got in my car for my planned Saturday event, I got a text saying my delivery was half an hour away. Meaning I would be an hour late, at best. I WAS FURIOUS! I don't know if a company has ever made me so angry before. I always keep my cool and I always give benefits of the doubt, but my god this wasn't just incompetence, it seemed intentionally bad. Again, the delivery guys did great. Also, now its "Hub Group" asking for feedback on the delivery? But all prior emails/contacts were with Equinox? What the hell is going on? I'll be reaching out to Article furniture and tell them about this awful experience, to never use your service again, and that I won't order from them again unless they guarantee that they'll use a different delivery service.