GUARDIAN LOGISTICS/ FREIGHT FORCE - Durham, North Carolina

Latoya S.

I usually try to avoid negative reviews unless there are major issues and this situation has proven to be one. I was scheduled to have a coffee table delivered on Saturday, October 13. My husband and I had plans, but he stayed behind and they did not call or show up. I kept calling to find out what was going on but the call center is not open on Saturday. On Monday I called only to be told that the delivery message was sent to me in error. We rescheduled for the next Friday between 1:30 and 4:30. I had to leave work early in order to be home during this timeframe and at 4:00 I still had not heard anything from them. I was able to contact a representative and she said that she couldn’t get in contact with the delivery driver. Finally they delivered my table at around 6:00 (I could have stayed at work!). The box was big and heavy and I couldn’t maneuver it by myself. When my husband came home and went through the box we discovered that it was only the top of the table. I call back the next Monday and it took two days to figure out where the base was. We rescheduled for Friday morning from 7-11. My husband agreed to stay home to wait. My gut feeling told me to call Friday morning and I was told that they canceled deliveries and rescheduled me for the next day from 11:30-2:30 without notifying me. I told them that we had plans but at this time I just want my stuff so that I don’t have to keep going back and fourth with them so I said we will keep the delivery time. Fast forward to today (delivery day) and it is now 2:50 and I have not received a phone a
call and the tracker is not turned on. I’m am so frustrated with this company.... not to mention that I always have to call several times to get anyone. This company has some serious service issues. If my order does not come today, I will be tempted to call and tell them I’m coming to Durham to get the rest of my order myself. I’m just tired of the back and fourth. In the future, I will try to avoid companies that use them at all costs.

Update: I still do not have my order. I was promised that it would be delivered tonight 11/9/18 (not to mention the support staff have tried to schedule my delivery many times before today). I just get a call that they can’t deliver after 9:00 although my scheduled time frame was from 6:30-9:30) and that they are taking my table base back to Durham instead of bringing it to me. I ordered this table in September and I’m sitting around here with a marble tabletop and no base in November. I am beyond disgusted with this company. I have asked to speak to managers several times and even asked that one call me back and I’m not getting anywhere.

Anthony L.

This has been one of the worst delivery experiences of my life. This company was subcontracted through Purple Mattress for last mile delivery and after a week of fixing an upstream issue with an address change I was told by Guardian the night before that my mattress would be delivered next day. They followed up the next morning that my mattress would arrive within 1.5 hours. 2.5 hours later I called to see where my mattress was and I received a non-chalant answer that it was not loaded and it would not be delivered today. This was apparently kicked up to their manager after I contacted Purple Mattress I was told that Guardian's manager could not find it in the warehouse. I lodged a complaint with their CEO and COO and was contacted that this issue was resolved and I would receive my mattress between 5-9p that day. I spent the rest of the day at home awaiting the mattress and it still did not arrive. I have wasted a full day and a vacation day from work dealing with poor customer service.
I understand that their was an address change but I contacted Guardian everyday of the week to get this resolved and it was supposed to be resolved thus the confirmations for delivery. I did receive an apology call with the new time to deliver as stated above after I sent out some complaints but again my mattress has not been delivered.
I have made formal complaints upstream to ensure that they know the poor customer service that I have received and the time that I have wasted. Purple Mattress was very helpful but I hope they think twice about using this company again to do any last mile deliveries.
I have personally worked in logistics and supply chain and I understand the challenges of last mile but the lack of customer service has caused a small issue to become a full blown problem.

Dylan S.

As others before have stated, a 0 star review is definitely warranted. Just hope that you never have to deal with this scam of a company. Ordered something for Christmas in NOVEMBER, and 3 weeks later it still had not showed up. They have a robot call you to tell you when it will be delivered and then never show up. Want to get in touch with them? Good luck! You always get a machine and if you leave a voicemail it is never returned. They finally showed up one day (without notice, of course) in a truck that was in such bad shape that it probably shouldn't have been in service anymore. I wouldn't wish this logistics company on my worst enemy!

Ellen B. (.

I have no idea why all the reviews for this company are so bad - everything with my delivery from them was more or less as expected. In fairness, my delivery was a commercial delivery, so I'm not sure if that's different from a lot of the residential-type deliveries mentioned here.

Anyway, as for my experience: I received a voicemail a day ahead of delivery to arrange an appointment time. When I called them back, someone immediately picked up and scheduled my delivery appointment for a 3 hour window on the following day. I also received a text message from them with a link to a live map to track my order with, which was very helpful as I was able to clearly see when the driver was almost there. They did arrive outside the original delivery window by about 15 minutes, but the tracking link also updated about an hour into my original 3 hour window to indicate they were running a bit late so it wasn't a problem. When the driver arrived, he was friendly and helpful and we were able to pretty easily offload the merchandise from the truck. Everything went about as well as I would expect from a delivery like this.

Having read all the reviews here, I was terrified that it was going to be some kind of nightmare to receive my stuff, but really, it was just fine. Overall, I would recommend Guardian Logistics.

Maureen K.

ZERO STARS! The only reason I posted one star is because Google wont post the review without clicking on a star.
Worse company to deal with. They promise delivery and do not show up. Guardian Logistics actually "attempted" to delivery furniture to us three times only to find out that the furniture was never in their warehouse! Honest truth! Hard to believe that they would give a time window of delivery for something that is not physically in their warehouse/ delivery truck! They take it even further and send a notification saying "sorry we missed you, we attempted delivery and you were not home" YES we were home!!! Not sure how this company is still in business. Most frustrating experience ever. In the end we cancelled our order with the retailer and we are back at square one. DO NOT USE THIS COMPANY

Ricardo S.

I have never went through this much of a headache with a delivery service. I have taken off work twice waiting on items that never showed. The first call I received was for a scheduling issue in which I called out of work for items that were confirmed to be on the way, but were never coming. After rescheduling, I watched the truck tracker for 4 hours as they circled around the city. After calling to check the status twice, I was told they were on the way to me. Another 20 minutes passed and I checked the tracker to see the truck back on the highway headed towards another city without delivering my items. The excuse was that my address took the drivers to a store instead of my apartment, in which, the drivers failed to call the terminal or ME for that matter to verify the address. They decided for themselves that they will take my items back to the warehouse without attempting to deliver or contact me. After reading the reviews for the company I don't know why I expected my experience to be any different. I'm still waiting on the items to be delivered that I am currently paying for. Absolutely unacceptable.

müge ?.

I am extremely disappointed with the service and business of GLSNC, Guardian Logistics Solutions. I had ordered a sectional sofa through Amazon. At the first attempt of delivery, they delivered only 1 box out of 2 boxes. Then I was informed that the 2nd box will be delivered 15 days later. I was upset. Then they postponed the delivery 3 more times (root cause was this company) and I was not even informed about one of the delays and waited many many hours to receive my sofa. Of course, while waiting I gave this company a call and they told me that it is on the way. But it never arrived that day. Then it was postponed again. Finally, today, I received my 2nd box (mistakenly they brought both boxes, but I told them to take the replicated one back). However this time, even though I paid for the room of choice service, they intended not to take it to my room which was on the 2nd floor. Then the shipment guys called their manager and manager insisted on not taking it to my room, too. I had to told them about my plan to sue them, and that is when we agreed to have it in my room. I am not even talking about the hours I had to spent on the phone with these guys and with Amazon. I will put a customer complaint feedback on every site I see, because this company is horrible. They caused stress on me, caused delays and they had such a poor tracking system, not knowing what they are supposed to deliver. Truck driver and his colleague were nice in both shipments though. So I do not have a negative feedback about the delivery guys. My feedback is valid for their management and the company itself. What a poor way of management!

Chelsea B.

This is the most unorganized and incompetent delivery service I have ever had to work with. My order's original delivery date was Thursday 3/01. I get a call on Friday 2/23 stating my order would be delivered on Monday 2/26. I call to let them know I would be out of town until Tuesday 2/27 and I needed to reschedule. The guy who answered the phone pretty much blew me off by telling me he'll take me off the delivery schedule for Monday 2/26 and I'll get a call for a new delivery date (FIRST RED FLAG). So Monday 2/26 comes and I get a phone call saying my delivery will be delivered in 30 minutes. I call to see why after calling to reschedule, I'm still getting a call stating my delivery is about to be delivered? (SECOND RED FLAG) The lady who answers the phone reschedules my delivery for Wednesday 2/28, between the hours of 2:30 pm-6:30 pm. So here we are today Wednesday 2/28 @ 7:30 pm. I call to see why no one has yet delivered my order an hour passed time it was due. The first thing she says to me is, "No one called you?" I told her NO!!!? She goes on to say my order won't be delivered because it wasn't on the truck at all for today's deliveries. At this point I'm beyond frustrated. How do you schedule an appointment for delivery, then not only not delivery it on the appointed time, but not even have the courtesy to call the customer to let them know their order won't be delivered today. I'm appalled on how unprofessional this company is. Never again will I allow my furniture to be delivered by them and if this is the only delivery company to deliver for the company I ordered from, I'll get my furniture elsewhere!!!!