Dynamex Hayward

Reviews 4

CA

Carolina Röller

Stay away at all costs. Worst delivery experience Ive had in my life. Disclaimer: My poor experience is due to both Dynamex AND IKEA, but I hold them both responsible for this poor customer service. I purchased a sofa chair in the East Palo Alto IKEA store at around 11 am on a Sunday. It didnt fit into my car, so I walked my purchase over to the IKEA delivery counter. They offered me a same day delivery window from 5pm - 9pm. Here is what happened on a day by day basis: Sunday 9pm: The delivery did not show up. I did not receive any sort of communication from the driver about this. Monday morning: I called IKEA to resolve this issue. I was put on hold for about 30 minutes before talking to a representative. The IKEA rep then put me on hold for another 30 minutes while they called Dynamex customer service. I was then told that my purchase wasnt able to be delivered the day before (reason unknown) and that they couldnt locate my purchase in the store at this time, but that they would call me later when they found it to confirm delivery. The customer service rep also confirmed I would be refunded my delivery fee through IKEA. Monday afternoon: IKEA called me to schedule a delivery for Tuesday 10 am - 2pm. I told them I was unavailable since I had to work. They told me they would contact Dynamex and then call me back. Monday evening: A representative from Dynamex called me to confirm my Tuesday 10 - 2 delivery window. I repeated myself - I was unavailable. They then said that they would email the Hayward branch to move the appointment to 5-9. No further call or confirmation was made with me. Tuesday evening (5-9 delivery window): I was suspicious about the delivery window so called IKEA again. They told me that my purchase could not be found and would not be delivered that day. I was shocked that they would re-schedule even though they hadnt found my goods. The rep put me on hold for an hour to talk to her supervisor. By the time she transferred me, my call was dropped. I called back but got a different rep. By that time I was tired of being on the phone so I basically told them to fix it and call me back when they could. Wednesday morning: I called IKEA again and had to wait on hold for 30 minutes. When I spoke to a customer service rep they put me on hold again while they called the delivery company. While on the phone with both of us, the IKEA rep scheduled another delivery window for Friday 9 am - 1pm. Thursday: My very first confirmation call from Dynamex (this is when I found out their name) confirming my 9 am - 9pm (!!) delivery window for the next day. Then I got a second call confirming my 1pm - 5pm delivery window. That was not the window we had agreed on, but I took it (I just wanted my sofa chair). Friday: Worked from home in the morning. I received a call at 10:50 in the morning from Dynamex telling me my order could not be found and could therefore not be delivered. I couldnt believe it since my delivery had been confirmed the day before! The rep told me they were conducting a 2 hour warehouse search and would call me back later. Friday afternoon: I called Dynamex directly this time (no hold at least). I asked for the supervisor of the initial rep I spoke to. They heard me out and called the IKEA store in Palo Alto. They organized for a new sofa chair to be pulled from stock and re-delivered to me (new window: Sunday 9 am - 1pm). Saturday afternoon: Automatic confirmation call from Dynamex confirming my window from 11am - 2pm (again not the right window - but at least something). Sunday morning: My delivery finally arrived. I got no call from the drivers that they were on their way, but at least I was relieved I had my sofa chair. I received a request for a survey which I participated in. At the end, I was given the option to leave a voicemail but it cut me off after about 30 seconds. Its Monday now - I am still missing the refund from IKEA. This company does a horrific job communicating with their customers. I am going to be avoiding at all cost.

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MI

Michael Brandow

Dealing with this company has been one of the worst experiences in customer service Ive ever had. My wife and I purchased furniture and had it scheduled to be delivered today. After waiting for four hours in an empty home without hearing anything from the company, we waited another half hour on hold to find out that the driver is "delayed" and it should be delivered in about 5 hours (10 hours late). We burned an entire day on something that a 30 second phone call could have prevented. This company is the poster child for how to not do business. Nearly every review Ive read online is about a similar experience of waiting for much longer than the initial window and with no communication whatsoever. We used the online status checker to find that our delivery is both "being picked up" from origin and "delivery in progress" at destination. What is the function of having an online system that doesnt actually track the status? I cant believe furniture stores contract with you guys, and I further cant believe that in 2015 your primary means of communication with customers is us calling you and waiting on hold for 30 minutes. Even your hold message is a continuous nonstop loop of several different voices saying "thank you for holding" one after the other. Use email, direct text messaging, automated phone call system, online status checks that actually function in order to communicate information to your customers. I really hope you guys will take a long, thoughtful look at this feedback and others all over the Web that contain very similar criticisms. Until then I intend to go out of my way to never again send you any business.

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JA

James Byrer

What a piece of garbage company! Unfortunately Google Express started using this company for its deliveries in the bay area. They were supposed to deliver a thousand dollars worth of music equipment to my house, which of course required a signature. They could only provide a 12 HOUR window, so I stayed home from work to deal with this. By 7PM nothing had arrived, so I called Google customer service and they said the company had just "decided not to deliver it" around 2 PM and had failed to notify me. They said the shipment was GUARANTEED to be delivered the next day by 9 AM, which it of course was not. When I tried to cancel the order, Google said they had tried to contact Dynamex, but were unable to, so I could just refuse to sign. Guess what, they dropped the delivery off without even ringing the door bell at 9 PM. And Guess what else, surprise surprise, the boxes had been opened, and were all ripped up. So now I have to re-label the boxes and have them sent back via a real delivery company, FED-EX. I have been a loyal user of Google express for over 2 years, but I will no longer use the service. The issue is still not resolved, and I have had to use my credit card company to cancel payment. I strongly recommend not using Google express until they change delivery companies.

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UH

UHK SYG

I sent this directly to IKEA already but i want my story to be heard. I ordered a mattress from the Emeryvile Ikea Store and had it delievered to my house. When they came I politely asked if they can take off their shoes, one of the guys just simply said "No!" And then proceeded to walk all over my carpet to see where the mattress is going. I then ran to the kitchen and grab some garbage bags and hoped that they could at least put them on their shoes because I just had the carpet washed last week. Then he started being really rude about it and said some things that I do not wish to repeat. He kept at it while putting on the bags on his shoes. Very very bad experience for me, I ended up having to tell him to leave the mattress in my doorway because I just wanted him to get out of here. He left with his partner and just ripped the garbage bags that I asked him to put on earlier and just tossed it outside my doorway. When Dynamex called me to do an automated survey, I pressed 0 to speak to an operator about this, and she laughed and said "Ok" and hung up on me as I was still telling my story.

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