Never again..they will disappoint
Chantel
Submitted this review about
Freight Center
Review made Live: 6/17/2020 6:08:00 PM
I recently sent a pallet through FreightCenter and my experience was very frustrating. My company provides signage to customers with tight deadlines so punctuality was key for this delivery. I was sending a pallet worth of product from NC to NJ and scheduled the delivery last Friday and specified that a Tuesday delivery guaranteed was needed. I completed my order on my own through their website. After I paid for the order, I was prompted that a rep would call me soon to confirm the details of my order. Since this was a rush order, I took the liberty to call the company to get the ball rolling and not waste any time. I was then told that since my shipment was going to a residential address that the carrier that I selected did not ship there. First of all, they need to update their website to specify this, so that this carrier was not an option for the type of delivery that I have. So then I was told to get a carrier that would do residential delivery by Tuesday that I would need to switch and an extra fee would be applied. I agreed and was told pickup would be that day from 12pm-4pm. At 4:20 pm, I called Freight Center customer service to get an ETA on the pickup and was told they would need to contact the carrier for status. After no call back, I called again at 5:00 and was told the shipment had been pushed to a Monday pickup. I reiterated that Tuesday delivery was a must! I spoke with my sales rep, Trent, he said in order to guarantee that I would again need to change my carrier and would need to pay an additional fee for the price difference. Though I was not happy, I agreed because I was told it was a guarantee. I had to eat these costs so that my customer was satisfied.
Flash forward to Monday, I called the company several times to ensure pickup was going to happen when it was supposed to which was between 9-5pm. I never got an accurate answer and actually ended up calling Ward Trucking directly (which was the carrier) and got more information from them than Freight Center. The driver came at 4:40 for pickup. My order status was never changed and even though the shipment has been delivered, it still shows "scheduled for pickup".
On Tuesday (delivery day), I called Freight Center for more detail since my order status was never updated.I was told to keep contacting my sales rep, Trent, as he was the person in charge of my job. I still have not heard back from Trent. So I called Ward Trucking again, and was told that it was policy for residential deliveries to have a schedule appointment. I understand that policies are in place for certain businesses for a variety of reasons, but that is something that should have been told to me on Friday when I was switched to this carrier. So needless to say, my shipment was delayed a day and would not arrive until Wednesday. I called Trent and had to leave a message to give him the update. At this point, I realized I needed to contact the carrier directly in order to get any updates. Luckily my shipment was delivered only 1 day late, which was still a pill to swallow with my customer, but the bigger lesson I learned, is do not use Freight Center if you have time sensitive projects. They will disappoint, plus they will keep adding fees. Of course, after the fact, I did some research online and saw they have pretty crappy reviews for the same issue that I had. Lesson learned but never again!
Please take this as a note and think twice.
