Complaints

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AxleHire is the worst courier. They hire the laziest drivers. Today marks the third time in a month my box was left in a random, nondescript location that I was never able to find. The upload a delivery confirmation photo only proving that the box was left at some random location as well, and I cannot believe this is an acceptable practice.

  Business response

  12/15/2023

  ******, I apologize for the poor delivery experience you had. We strive to get these deliveries right every time and we have not achieved that goal for your last delivery. I see that we have been able to get your packages right to your door for most of the previous deliveries but 100% is what we expect from ourselves and what you should expect from us. I will file a complaint against the drivers that are not completing the correct deliveries. Please contact us at ***************************************** if you need anything else.

• Initial Complaint

  11/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered coffee from Nespresso which used to come in 1-2 days after purchase, but it has now been a week since my "Confirmed Delivery" date with no updates. Nespresso tracking shows that there were 3 different drivers assigned to my order and the most recent one failed to pick it up last week and I have received no updates since then. Their online chat told me it was connecting me to an agent but nothing ever happened after that. You'd think that a company working with huge businesses like these would have any sort of customer service or reliability but I guess not.

  Business response

  11/28/2023

  Hi ****,

  Ive reviewed your last several deliveries and although some deliveries have made it directly to your door, every delivery should make it directly to your door.  I researched your last delivery and it appears that the box was received but then was marked missing when the driver arrived to pick up. I do see that you have an order that will be out for delivery tomorrow. I have also passed on your feedback on our customer service to the customer service manager to follow up on.
       Once again, Id like to apologize for the failed delivery and the inconvenience it has caused.  We will work to ensure these deliveries are correct in the future.  You shouldnt have to worry if your box is going to arrive or not, it should just arrive seamlessly, every time.  Please let me know if you have any questions. 

  Thanks,

  *****

• Initial Complaint

  11/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  AxleHire was to deliver a package to my apartment on 11/22/23. The package was ****ed as delivered but I never found the package anywhere. I checked with the leasing/front office of my place and they said they didn't have my package. I asked around with my neighbors who also didn't have my package. I was at home when the package was delivered and had left within 10 minutes of delivery. I can only assume the driver who delivered the package had taken it after it's supposed "delivery". The customer service rep said that the only thing they could do was **** it as "undelivered" but did not offer any other support beyond that.

  Business response

  11/27/2023

  Hi *****,

  We are extremely sorry for the delivery issues you are having. We would like to get more information on the issues that you are experiencing so we can help resolve for future deliveries. Please email us at *****************************************

  Thanks,

  *****

  Customer response

  11/28/2023

   
  Complaint: 20915893
  
  I am rejecting this response because:

  No resolution was offered by the business. I emailed them directly as they requested but after providing additional details, they only asked to confirm if my door was present in a photo that was taken. They are slow to respond and seem to be ignoring me now given that nearly 22 hours have passed since my last email.
  
  Sincerely,
  
  ***********************

  Business response

  11/30/2023

  Hi *****,

  I have corresponded with you in email. We have escalated the claim you have made that the driver stole the package to the Transportation Manager and they are following up with the driver. Do you happen to have any video that shows the driver taking the box back with them that I can provide to my team? 

  Thanks,

  *****

  Customer response

  12/06/2023

   
  Complaint: 20915893
  
  *****, 

  Thank you for updating me on what the current status is regarding my complaint. Unfortunately, I do not have evidence to support my claim that the driver had stolen my package. I can only suggest it based on the circumstances. 

  I have yet to reach a resolution with either AxleHire or the merchant I bought my items from. I don't know if either are communicating with one another but even if they are, it seems like my situation is continually being pushed to the side and ignored. 

  
  Sincerely,
  
  ***********************

• Initial Complaint

  11/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have had deliveries expected to come to my address through the company Hello Fresh. I have not received several deliveries or they are days late. They do not leave the deliveries where they are supposed to be left. The latest occurrence happened yesterday, November 22, 2023. I was supposed to get a delivery on that day, but I have not received it today, November 23, 2023, Thanksgiving Day. The delivery was food for Thanksgiving. I have tried to call both Hello Fresh and this company, but every time I try to call ********, there is no answer and the automated system hangs up on me. I have been trying to contact them through their text support via their website, but keep getting the message, "Thank you! Connecting you know..." I have still not been connected to anyone and it still states, "Your order has been confirmed for delivery by 08:00 PM on Nov 22." There still has not been a delivery a day later.

  Business response

  04/24/2024

  
  We are extremely sorry for the delivery issues you are having. We would like to get more information on the issues that you are experiencing so we can help resolve for future deliveries. Please email us at *****************************************.
  
  Thank you,
  *****
  

  
  

• Initial Complaint

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is a fraud. They were supposed to deliver my dog food from my subscription and initially they marked the package as delivered, but never actually dropped the product. I was able to call the company and get a new box sent and then they did the same thing two days later. They are thieves and there is no way to get a hold of them to assist in delivery or get updates at all. Im now out close to $500 worth of dog food.

  Business response

  11/13/2023

  Hi ******, We are very sorry you had trouble getting your package. Please accept our sincerest apologies. I have found your account and see that you have had 3 boxes delivered with us. The first box was delivered to the outside of the building, the second the driver noted handed to you (clearly, they didn't) and the 3rd box I do show was delivered to a front door with #****. Can you tell me if you got the box that was delivered on 11/11? Also, is there an access code needed for future deliveries? I have escalated this complaint to our customer service manager for the lack of communication from us and to driver services for the boxes that you didn't receive. In the meantime, if you would reach out to us directly, we will do what we can to resolve the issue. Please email us at ****************************************** Thanks, *****..

• Initial Complaint

  11/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I was told a package (from a meal service) was scheduled for 4 Nov 2023. I have the same delivery every week. The package was never delivered, the tracking information was / is not updated, the chat feature doesn't work, no one replied to email, there is no phone number.It's not the first time to be ignored by this company. They have missed this delivery several times without explanation, apology -- anything! **************** is non-existent for this questionable delivery service.

  Business response

  11/07/2023

  Hi *********,

  We are very sorry you had trouble getting your package. Please accept our sincerest apologies. I have found your order in our system and this box was received to us damaged and we were unable to deliver. I have escalated this complaint to our customer service manager for the lack of communication from us. In the meantime, if you would reach out to us directly, we will do what we can to resolve the issue. Please email us at *****************************************.

  Thanks,

  *****

  Customer response

  11/08/2023

   
  Complaint: 20828658
  
  While I appreciate your response, after three days and numerous attempts via "chat," I did hear from your company: "This was marked as damaged.Please contact the merchant." What incredible service! It took 3 days to provide a cavalier response.
  

  1. the response took too long - if you have a chat, instead of ignoring customer, the chat should be monitored or made clear that no one will answer

  2. by the time it got to you, it was out of the merchant's (******************) hand's and your responsibility

  3. who are you to assess the "damage" of a package? I paid for it. It should be delivered. If it arrives in unacceptable condition, I can call the vendor and let them address their supply chain issues. It's NOT your decision to make. (For example, I received a box from ****** Just moving it, you could hear the shattered glass. Yet, it was delivered. I called the merchant who is shipping a replacement. That's how things should work.)
  

  4. and regarding #3. it's happened 4 times. I have doubts that the boxes are so frequently damaged they can't be delivered

  5. if you are insistent the package is undeliverable, have proof. Do you have a photo of said damage? You leave photos of your delivery success. What about your failures?

  6. Again, it's not your decision to qualify my purchase. In this case, it's food. The box can be damaged with the food inside being fine.

  7. Since you have no documented proof, the onus is on you.

  8. Again -- not the first or even second time. It should never happened once, let alone 4 times.
  
  Sincerely,
  
  *******************************

  Business response

  11/10/2023

  Hi *********,

  Our clients allow us to damage a box out using a SOP they provide to us. For example, if a box is leaking we will not put that box out for delivery. My apologies, that your box was not able to be delivered. I did research your account and I'm seeing all other deliveries to you in the past were successful. You mention above that this has happened in the past as well. Could you please give me those dates so I can research on my end? Also, do you need any assistance from us in regard to getting a credit from ****************** for the undelivered box? We would be happy to contact ****************** if that is helpful. If there is anything else we can assist you with please email us at *****************************************.

  Thanks,

  *****

• Initial Complaint

  09/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This delivery company vandalized a food box delivery on August 22, 2023 and I complained. Now the driver has stolen my box today, September 5, 2023, and the company is blowing me off with each person making up some story about what happened. They are pretending to have no way to contact the driver or the driver supervisor. This is theft and vandalism being committed by a repeat driver. The company does not care about getting the box to my address and have hung up on my several times. This company should be closed down as they are stealing customers property.

  Business response

  09/06/2023

  Hi *******,

  I have researched your account to try and locate the box from 9/5. The driver delivered the box to the incorrect address and the delivery image shows the box at door #*** in your complex. Can you send me the details of the vandalism that occurred on 8/22? If you have a video that you could send me so we can verify it was our driver. You can email me at ****************************************** Thanks!

• Initial Complaint

  06/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the 24th of May, 2023 - I had written a complaint against AxleHire for not delivering my Healthy prepared meals I need to order due to being disabled. I rely on these as it helps me get through medical treatments and stay strong. Lately though, I have not been receiving my packages. I have spoken to Factor Meals about delivery procedures as well as AxleHire. Both have my intercom and cell numbers. I have another missed delivery to add to the list. AxleHire stated they escalated the situation and it wouldn't happen again but again, not even 1 minute passed before the driver decided it was an undeliverable package. I am including those texts. There was never going to be time for me to receive these deliveries because I don't believe they ever came. I have lost so much time and money on these meals, because they use THIS delivery service. This is not s service that works. All I want are my meals I paid for to come to me. Also, my delivery time is supposed to be Wednesdays between 8am and 8 pm...but often get woken up before 6:30 AM for deliveries - which might be nice but I have to make sure I'm up at 5 am and stress all day if I will even receive my meals. I reached out to the person whom replied to my complain recently, but this has happened again. This is something more than an apology is going to fix.I've been told by several people this issue has been escalated and won't happen again. please, tell me what I need to do to receive my paid for meals I've been waiting on for MONTHS now...because the issue is completely on AxleHires end. Delivery people need to check notes. They need to know of different entry systems, how to use an intercom. Or how to wait, literally more than 1 minute. There needs to be cameras in cars while deliveries are made, to prove or disprove theft. I am upset. I need help. Please.

  Business response

  06/27/2023

  Good Morning,

  I have sent your information on to our transportation department to review why the drivers are not following the instructions. Can you please tell me when your next delivery is scheduled? I can make sure we work with the driver to ensure the delivery is made to your front door. 

  Thanks,

  *****

   

• Initial Complaint

  06/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up and was approved to drive for this company. They allowed me to select my payment method which was direct deposit to my bank account. After I completed my 1st route I received a notification to update my payment method to be paid in the driver app. I updated as requested and went through the prompts given. I was charrged a fee for my pay, however I did not complain. It has now been several weeks and well over 50 ************** calls to get information about my pay. They routinely are not providing me with a phone # to speak to anyone to get this resolved, instead in every email they are giving me a link that I continue to tell & show them is not allowing me to access my account. I have tried accessing the account from 19 desktops, the app I downloaded on 6 different mobile devises, & have even called the institution they are requiring me to get paid through over ************************************************************ with accessing my pay. No matter how many times I call or email them they don't answer my phone calls, and respond with the exact copy paste message telling me to use a link that I continue to show them does not allow me to access my account. I strongly urge and am begging anyone that is reading this complaint not to use this company nor work with them for any reason because they will onboard you, refuse to pay you, not respond to your calls & send you through an unbelieveable amout of hoops to get paid. It's really unfortunate that I am being forced to post a complaint here when this is a very easy & simple issues that can be resolved if someone would just pick up the phone or see that there is a real issue with using the payment system they are forcing their contractors to use. The worst part is that they advertise that it's an easy setup to use your own bank account but after your 1st route they force you to use this 3rd party that makes it extremely difficult to get paid, charge you fees, & wont respond to your calls.

  Business response

  06/12/2023

  Hi ******,

  Thank you for this feedback. I did escalate this complaint to our ****** Services Manager. She asked that you email *********************************** She did see that we have an active conversation happening right now and will ask her team to follow up with you as well. Thank you!

   

  Thanks,

  *****

  Customer response

  06/12/2023

   
  Complaint: 20170138
  
  I am rejecting this response because:

  When going through the messages between myself and the person responding via the app you will notice that the conversation went on for hours of being directed back & forth to the email, from the email to the app. Keep in mind that the conversation started days before I made the request for help via the app. I'll be attaching the email thread as well to show that the questions I ask never get addressed, it's always a generic answer that doesn't directly answer the question & oftentimes appeared that the person responding hadn't taken anytime to actually read the previous message before responding.
  
  Sincerely,
  
  *****************************

  Business response

  06/15/2023

  We have reached out to this driver twice with vmail,and once w/ email, with no responses. 

  Thanks,

  *****

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I order ready made meals from a meal subscription box. This company is expensive for their meals and I expect better shipping but this company chose AxleHire and they have been getting worse and worse. My experience with these delivery people is they do not want to read notes in the system about delivery options. I live in a locked access building and there are instructions how to get in. There is a call box to be buzzed in or I provided my phone number. One time, my apartment manager ran into the delivery person, let them in and he was gonna leave the food box on the 2nd floor mailroom. I am disabled and in my noted I request if possible the box be brought to my door. My apartments have elevators and stairs as well as hand trucks available in the open. The delivery person yelled at the manager and left it on the floor. My manager thankfully brought it up to me. The next delivery... was never delivered. The person said they couldn't get in... right away I contacted the service I got the meals from. They did they'd put notes in the system and it wouldn't happen again. Today... it happened again. The delivery person called my phone for half a ring, only enough time for me to answer and them to hang up. I called back right away. Left a message. Called again. Nothing. I am panicked, I rely on these meals. I am very ill. I am dying from kidney failure and can't get theses meals delivered because delivery doesn't want to use an intercom?! I texted the person and they were very rude, admittingly as was I asking if they stole my package. I have screenshots of the convo I would like to send, it was very unprofessional. I just want to get my packages. I give all the Info. My building can easily be accessed. I now have had failing health due to MISSING MEALS, and I don't understand why someone won't just use the intercom system or wait 1 while minute to make a call? This business need help, a lot of help.

  Business response

  06/08/2023

  *****, I apologize for the poor delivery experience you had. We strive to get these deliveries right every time and we have not achieved that goal for you. I located your account and I see that you have detailed notes on your account. I have escalated this issue with our transportation team to make sure that the drivers are using the notes to gain entry to the complex. If you have any other issues, please reach out to me at ******************************************

  Customer response

  06/12/2023

  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. I will notify someone if the next delivery has the same issues. 
  
  Sincerely,
  
  *************************

*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. ↩