YRC Freight

The 3rd week of April YRC notified us that the freight would be delivered between 8am and noon. At 2:30 pm a driver and truck arrived. One of the pallets of items was intact just the way we gave it to them in Florida. The second pallet was short 8 of the boxes and looked as if it had been dropped off a truck and then restacked. Many of the boxes were damaged as well as the items inside. It took 5 more deliveries and over 25 phone calls and emails to get our possessions. I actually received a phone call from an auto part store 30 miles away and the manager told me they tried to deliver my items to his store. He got my name from the labels on the boxes. Why didn't YRC figure this out.

After 2 1/2 weeks from the initial delivery we had all of our boxes. The lack of customer service and any sign of compassion in this on YRC's behalf was unbelievable. Never once through this entire ordeal did anyone say "Sir, I am really sorry". The drivers, all 6 of the ones I met were the only people with that company that showed any kind of caring. In May, after going through everything and determining the damage I filed a claim for $225. YRC came back and offered $6.50.

I do not anticipate needing to ship freight anytime in the foreseeable future but if I do or know of anyone that does I can assure you that I will not use YRC and will strongly discourage anyone else from doing so. We knew that shipping boxes on a truck over the road for 4000 miles that there would be some minor issues from the bumps along the road but what happened was pure neglect and the worst part was that no one in that organization would accept ownership of their mistakes. The absolute worst experience of customer service or lack thereof I have ever seen.

When we called YRC Customer Service, they stated that whether we accepted delivery or not (we did not) was irrelevant. We were told that while unfortunate the driver was rude and damaged our furniture by throwing it, it was not their problem and the representative could not control nor was she responsible for the behavior of the driver. We were told this was our problem and to take it up with Costco.

When we escalated to Costco customer service (who were all very pleasant for the record) we were put in touch with a manager at YRC Freight’s customer service. The manager gave her contact info to Costco, directed we email her, and assured Costco she would work to find a solution. As of today it has been nearly two weeks and multiple emails have been flatly ignored. ZERO communication. If you are a consumer and have a choice, AVOID this company. If you are a shipper, find any other alternative.

Then I was told that because of a state holiday drivers were out. To be fair, they also said that some people were out due to a virus, but I have to believe that over a period of 10 business days with my product being in their possession they could have done or said something, anything, to me to help me feel better about the situation and having to wait on their poor planning and processes.

I also received a call from an office manager telling me that he had no good news to deliver because there was absolutely nothing he could do. He thought I deserved that courtesy. The gesture was nice, but about 2 weeks too late to have any meaningful impact. I will do everything in my power to avoid using their service again.

The second occurrence was this previous week. 7.5-7.9. I called and scheduled a pickup and confirmed and re-confirmed that the truck would have a lift gate. The customer service agent was very pleasant and assured me that the lift gate was going to be on the vehicle and that it would be picked up the day it was scheduled 7.8. The driver shows up on 7.8 and sees that he cannot pickup the freight due to the lack of lift gate and recommended that I call the customer service number. So I do and they say that there is no way to get a truck with a lift gate to me by the end of day. With the we re scheduled another pickup for 7.9 between 8 am and 5 pm.

On 7.9 I called at 3 pm to confirm the pickup was in route and that the truck had a liftgate. The service agent assured me that the truck had a lift gate and that a driver had been assigned which means they were due to pickup and that the dispatch for the local area wasn't answering the phone. Wanting assurance and explaining the situation that transpired the day before I asked to have an email sent or a phone call once the driver had been sent. I called again once 5 pm had come and I never have received a call.

I called the customer service back and they said "a driver had shown up but there was no one around to tender freight". This was absurd because our freight door was open all day expecting YRC's truck. After looking in further to the issues the customer service agent said that the driver saw that the freight pickup needed a lift gate and he didn't have one so he told dispatch to reassign a driver. The dispatch never reassigned a driver leaving our freight to still have not been picked up. FYI THIS WAS A TIME CRITICAL SHIPMENT. They said there was no way to dispatch another truck this evening and they best they could do was schedule a Monday pickup. I let the agent know that was not necessary and that we would take our business elsewhere and would not be relying on YRC for any other freight needs.