Complaints

• Initial Complaint

  02/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Nov.29,2024 The order indicates,”there was attempted delivery, but no one was home.” It seems odd even though I was home all day and my door bell and security cameras how no history of anyone attempting a delivery by your company at all. I think the driver was being dishonest. I’ve reached out to customer service twice with no response.

• Initial Complaint

  27/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  This company is also doing business as ********* now, they have a contract with ****** to deliver packages. I have not received my package that was sent from ****** after numerous complaints to the company about it. The head office has acknowledged that the address is correct and there should be no reason the local driver is not delivering. Now I get no answer from Intelcom, just this same email is sent to me about 7 times now telling me it's on the way, then- oops, somethings wrong with the address. ****** can not address this because the package is in the hands of Intelcom. Now I feel the package has vanished, I get no answers as to were it is.

  Business response

  24/12/2024

  We are following up on your request. Unfortunately, this parcel was delivered to the incorrect address on December 5th.  We will reach out to the CNEE and provide the next steps needed to resolve the issue.
  
  Please note: We will need more than 24 hours to open/complete our investigate for any case so we can find an amicable solution and ensure all steps are taken to assist any customer as investigations can sometimes take longer than 1 day to complete. We hope this information helps.
  
  Kind regards,

   

  Andrew Macleod
  Escalation Lead | Responsible des Escalation
  Lundi au Vendredi 7h-15h EST
  Monday – Friday 7am-3pm EST

  1-833-622-1570

  1380 William St, Unit 200
  Montreal, Quebec H3C 1R5

  Customer response

  24/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

  Thank you for contacting Intelcom on my behalf about this. I had tried many times and got no response from them whatsoever. The fact that they actually responded after hearing about my complaint to you tells me that perhaps they do care about their business, *** ***** **** ***** **** *** ** ** ***** ***

  
  Sincerely,
  
  Deb ********

• Initial Complaint

  18/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My package, which was expected to arrive by October 4, 2023, has still not been delivered, and I have experienced numerous issues in attempting to resolve this matter. Over the past three weeks, I have contacted Intelcom customer service multiple times, calling at least twice a week, in an effort to track down my package. During each call, I was informed that several emails had been sent to the warehouse responsible for shipping out the packages. However, despite these efforts, I have not received any updates, nor has there been any response from the warehouse to either myself or your customer service team. This lack of communication and transparency is highly frustrating. Not only has my package not been delivered within the promised timeframe, but there has also been no clear resolution or explanation provided. I feel as though I have been left in the dark despite my best efforts to follow up on this matter, and I should not be left to mediate between your company and the warehouse. As a customer, I expect timely and reliable service, as well as clear communication when issues arise. Unfortunately, this experience has fallen far short of those expectations. I kindly request that you take immediate action to investigate and resolve this situation. Furthermore, I would appreciate any information you can provide on the current status of my package or what steps will be taken to address this issue.

• Initial Complaint

  16/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Complaint Against Dragonfly Shipping (Formerly Intelcom Courier Service) Date of Transaction: ****** ***** **** October 2024 Expected Delivery Date: October 14, 2024 (Thanksgiving) I am filing a formal complaint against Dragonfly Shipping, previously known as Intelcom Courier Service, for failing to provide proper delivery service for packages ordered on ****** ***** Day, valued at over $*****. The stated delivery date for my packages was October 14, 2024, which was Thanksgiving. My delivery instructions clearly state that my office is a business location, closed on holidays, and only accepts deliveries during business hours (9:00 AM to 5:00 PM). Despite this, Dragonfly Shipping attempted to deliver on the holiday, when the office was closed. They then failed to deliver during business hours on October 15 and again on October 16. It’s important to note that my delivery instructions explicitly state that this is a business, and we are only open during specific hours—9:00 AM to 5:00 PM—which they ignored each time. When I called to address these failures, I was met with extremely rude and unprofessional customer service. After requesting to speak to a supervisor multiple times, I was denied and then hung up on when I insisted. The level of service from their customer care department is absolutely deplorable. Their representatives were not only dismissive but also vulgar, speaking over me instead of addressing my concerns. When I contacted them on October 16 around 5:00 PM, I was told that my package might arrive within the next six hours—well beyond the office hours clearly specified in my delivery instructions. This disregard for the stated business hours and delivery windows has caused major inconvenience. This is not the first time I’ve had issues with this company. In the past, they made multiple unnecessary trips between their warehouse and my mailbox without delivering packages, forcing ****** to send replacements.

  Business response

  04/12/2024

  Our records show that our escalation team dealt with this case directly with the customer to find a solution. On October 17, 2024, the package was delivered successfully. This case has been closed on our end as the delivery was made. 

   

  We apologize for the inconvenience and encourage M. ***** to keep providing specific instructions that we will take into consideration as much as possible when we generate the routes for the independent delivery contractors. 

   

  Best regards, 

   

  Alexandra *******

  *********** ********* ****** * ****** ***** *******  * *** ******** **** *** ******** ***** *** ********* ****** *** ***

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩