Anyone have any insight into trucking companies and how they operate? I sold a piece of equipment, crated it all up, and shipped it. I didn't make any of the arrangements, so I think we just searched for trucking companies online and called a few to see if they would do it. It was crated, about 250-300 lbs, going to a residential address. All noted up front, it's all on the Bill of Lading.
They said they'd pick it up between 3:00pm and 5:00 and they did. I got the tracking info and checked back a couple days later. It was going from Richmond, VA to just outside Dallas, TX. It took 3 days to get there, arrived at 4:00 in the morning and said it would be delivered that day. Checked back at the end of the day, and it said it would be delivered the next day. Checked back the next day, nope, it'll be the next day. I called them and asked when it would be delivered and they said it was out for delivery. Checked back at the end of the day, the new delivery date is the next day. Called back, they said it's out for delivery. I told them that's what they said yesterday.
Meanwhile, the guy that bought the equipment is starting to get hot and feel like I ripped him off. After 8 days, they finally showed up with a truck so large it wouldn't get down his street (they charged us extra for residential delivery), then they guy said he had no way to get it off the truck, which was a block away. He took it back and was told by the guy who bought it to come back with a truck that would actually deliver to a residential neighborhood. The next day, the guy who bought it calls them, they tell them they have a smaller truck and they'll deliver it that day between 8:00am and 10:00am. Doesn't come. He calls back, "Sorry, the driver is running late, it'll be between 11:00-1:00". Nope. Calls back, "It'll be between 3:00-5:00". Didn't show up at all.
The guy is so hot, he's calling me telling me he's going to refuse the shipment. I've called repeatedly and asked to talk to managers and I get put on hold until the phone hangs up.
Is this normal operation for trucking companies?
Every time I get to talk to a customer service person, they tell me the same thing "It's out for delivery tomorrow" or "It's on a truck out for delivery today", but it never happens. It took 3 days to get it to Dallas, now it's been over 10 days to move it less than 20 miles from Dallas.
I've never seen anything like this before but it seems impossible to get anyone that cares on the phone and the last thing I need is to have the guy refuse the shipment and have to refund him his money.
Any suggestions?