Complaints

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  Massiano Logistics has my order at last mile and refuses to deliver even after ******* Living has tried to get the to deliver my order. They have scheduled and cancelled my orders delivery for the last 3 weeks. Delivery was supposed to take place between 2-4 weeks and this is week 5. They are basically holding my furniture hostage and refusing to deliver.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  BBB unable to locate business

  More info

  I paid almost $1,000 for 2 nightstands that included shipping and handling (as attached). Massiano (who was not the original seller) told me I had to pay an additional $324.80 to receive the nightstands, months after they were already supposed to be delivered. I asked them if I could come pick them up, I had already paid for them, they were mine, and was supposed to include shipping and handling, they refused and told me I could only receive the two nightstands I had already paid for if I paid them again. Foolishly I did. They then only delivered 1 of the nightstands and have still not delivered the 2nd. They say I accepted the delivery, though that is false, I was not here, and never accepted the incomplete delivery. They acknowledge it was incomplete and only included 1. Please please please help!

• Initial Complaint

  11/11/2023

  Complaint Type:

  Billing Issues

  Status:

  BBB unable to locate business

  More info

  I bought a sectional couch that was supposed to be delivered in mid-October. Massiano Logistics is the company that is supposed to deliver it. They have given me 4 delivery date confirmations and cancelled all of them. 3 of the 4 were because “the truck broke” - I have texts to confirm that. I called the manufacturer (****** Furniture) to cancel my order and they said there would be fees (didn’t say how much yet) since they’d already shipped it. I expect Massiano Logistics to pay the shipping fees or any other amount of money that I’m out because they can’t do their job.

  Customer response

  11/20/2023

  The company finally delivered my couch a week or so after I made the complaint. 
  

  The driver said that he has to always fix the trucks. He was very nice and said they were “actually outsourced” so he doesn’t technically work for that company. He was the only English speaking person out of 3-4 guys. The truck used was in poor condition and only had one working headlight. 
  

  Maybe if pursued, you could pursue the manufacturing company still claiming they use this courier that is out of business. Got the couch from ****** furniture and they were totally unhelpful and deceitful in the process. 

• Initial Complaint

  05/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  BBB unable to locate business

  More info

  Massiano Logistics was hired by ******** ********e to deliver chairs to our home. Massiano contacted us to schedule the delivery date. My wife scheduled this appointment and arranged to be home from work on that day. On the morning of the scheduled delivery, we were notified that the delivery could not be made due to equipment failure with the delivery truck. We then adjusted our work schedules for a delivery appointment a few days later. A day before the new scheduled delivery date, we were notified that the delivery could not be made because the furniture was placed on hold and that we could only reschedule once the hold was released. A few days later were notified that the hold was released and that we could reschedule. I now rearranged my work schedule so that I could receive delivery on May 2. (Attempt #3 for delivery). We confirmed with two separate employees at Massiano that the delivery would be made on 5/2. I made it clear over the phone and in an email that cancelation of the delivery was not an option moving forward since this would be the last time we could reschedule our work schedules. I also stated that if there was any doubt delivery could be made on 5/2, please let us know now. They confidently assured us that delivery would be made on 5/2. On 5/1, both my wife and I received text messages confirming the delivery for 5/2. 90 minutes before the delivery window on 5/2 we received another text message stating that the delivery had to be canceled due to another mechanical failure with the truck! I immediately contacted customer service. After a 30-minute conversation, the Massiano representative revealed that they don’t even have the furniture in their possession. They admitted that I should have never been able to schedule an appointment since they did not actually have the item to deliver. I asked the Massiano representative to contact Jennifer to secure the item and call me back. He promised to call me by COB on May 2. I never received a call.

• Initial Complaint

  02/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  BBB unable to locate business

  More info

  We ordered a couch from Coleman’s Furniture who contracts out delivery to this company. The first delivery was set on Feb 4th and we were told they could no longer do that and cancelled. While we believed their reasoning at first. We no longer do. They rescheduled delivery and after the day went by and we hear nothing. I called and found out they were not delivering again. They were never going to call us. Then they said they would deliver the next day and call us. We never received a call and turns out they were closed that day so we couldn’t get ahold of them. No couch delivered again. With significant hip pain and a baby we have now been without a couch for multiple missed deliveries and they refuse to have a supervisor contact us. Now they are saying again they can deliver over a week away which is unacceptable. The date is also on a day where they are closed so we won’t be able to contact them. All around this is ridiculous and needs to be remedied asap. I’ve never complained about any business here but our fully paid for furniture is basically being held and no accountability for this company isn’t working. Resolution is either delivery early this week or refund on top of delivery. Thank you so much for listening.

• Initial Complaint

  11/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  BBB unable to locate business

  More info

  I ordered a mattress from **********. Massiano Logistics is the contractor for delivery. 12:46pm I get an email from them requesting me to confirm my information. I am busy working, I do not respond. At the same time I get a text message giving identical information. Then I get a robotic phone call at 1:31pm giving me my delivery information. Then at 2:45pm, they send another email and 2 text messages at the same time, all communicating the same information. I respond via text at 2:47, you have google and the address, you can answer all the questions yourself in about 15 seconds. Please stop wasting my time. No mattress removal. Then I text STOP to stop the text messages. Then I get a phone call at 3:04pm, and it is Vincent from Massiano Logistics. I interrupt him and tell him to stop calling me, stop texting me, stop emailing me and I hung up. Then Vincent called me again, starting yelling and talking over me about how I need to verify the details of my order. First, I am the customer. I will respond if and when I choose to respond. If I miss the delivery window then on my head be it. Not only is it unprofessional but I believe it meets the legal definition of harrassment. Over the course of 2 hours and 15 minutes I received 2 emails, 3 text messages, and a robo call trying to force me to verify delivery data. I respond via text, tell them they have the address and google, stop wasting my time. Then I text STOP to end text communication. Clearly I want no further contact. Then I get a phone call. Again I tell Vincent from customer service to stop contacting me by any means, you have all the information you need and hang up. Then they call me again, yell at me, talk over me, and tell me that if I don't do what they say they will cancel the order. This is a 3rd party delivery company that I have not consented to receive any communication from. These people are breaking the law because I did not respond within 2 hours, because I was working.

*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. ↩