I have encountered a shipping logistics company worse than Pitney Bowels
7Try reaching Nonstop Delivery, Inc. (NSD; a shipping/returns logistics company used by Home Depot).
Since 4/1 at 10:23am I have phoned NSD at least 3 dozen times to schedule a pickup. No exaggeration. I’ve spent untold hours in the hold queue waiting to speak with someone, most of those calls being automatically disconnected after holding for 2 and 1/2 hours. That seems to be the maximum amount of time NSD will let you linger in the queue.
They offer one of those “Don’t want to wait on hold? Enter your phone number and we’ll call you back as soon as it’s your turn!”. Tried that maybe 6 or 7 times through April and never received a call.
On NSD’s website they claim “Our company focuses on superior customer service and operational excellence to drive value-added results.” If there has been any humor in this, it was when I read that. 
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That. Is. Terrible!!
Have you tried reaching out to HD to complain/ask what you can do?
Must be too busy with those pesky nonstop deliveries to use a phone to schedule more work.
I would be talking to HD and having them contact them. It reflects on HD using a poor contractor.
@speediedelivery @chienfou I’ve called HD CS a few times. I’ve asked them to assign a different company. Apparently they don’t have any options. NSD handles their freight logistics exclusively. Then NSD assigns some rando shipper based on some kind of criteria only NSD and the propeller heads at Home Depot know.
I tried elevating to a HD sup without success. The sup turned it back over to a CS agent who said “oh, I can get ahold of NSD!” and put me on hold, disconnecting the call after about 30 minutes. Apparently he can’t reach NSD after all.
I did reach a CS agent who canceled the original return ticket and created a new one with some notes to NSD about the incident history. I received an email shortly after that with a new tracking number and instructions to call them to schedule the pickup. Lather, rinse, repeat.
I even visited my local HD store begging the mangler for help. He told me to just return the order to the store and he’d take care of it from there. Ya, a 1,200 pound pallet of pavers, and me with no forklift to load it on my trailer.
The worst part about this whole situation is they’re sitting on my money. They won’t refund until the order has been returned. It’s been over a month now. It’s time they just write off the stuff and give me my money back.
@chienfou @ruouttaurmind @speediedelivery Maybe ask who the HD regional manager is and work your way up the chain?
@chienfou @ruouttaurmind @speediedelivery Jesus H. Christ…
Never
Shipped,
Dummy!
@ybmuG
I have never had a shipped order from Home Depot go right. I have made the mistake maybe five times over the last eight years. It has always been terrible, including ship-to-store items.
@Limewater I’ve placed several ship-to-home and store pickup orders. All went off without an issue. This is a 1,200 pound pallet of paving stones drop shipped directly from the manufacturer. My first and last freight order from HD.
@ruouttaurmind Sounds like you’ve just been extremely lucky so far.
Your paver adventure is exactly what I would expect.
@Limewater @ruouttaurmind I am shocked you haven’t had these issues before. When I did my fancy closet last year, the cabinets were purchased from a division of HD pre-assembled. It was horrible! I did WFH four seperate days (pre covid) just to get the first delivery into my garage.
First guy didn’t have a lift gate??? Really, do you think I have a dock at my house? Second guy refused to use his pallet jack to bring them in the garage because he said that is a “two man job”…really? Technically my 5’1" self could have done it all by myself. Third guy just didn’t show. Fourth guy actually got it right and guess what SEVERAL pieces were marred, gouged or broke in half. Had to go through two more rounds before they actually delivered everything with mostly no damage.
HD offered no refund or compensation for the extra time or delay (>1 month) on my project due to their damaged product. Even though I had to pay my contractor for wait time and expenses related to their sub par service. Horrible company when it comes to last mile delivery.
TL:DR HD delivery sucks
@ruouttaurmind @tinamarie1974 When I tried to order a shower enclosure from them (delivered to store for me to pick up) it ended up being at least five round trips of picking up or returning broken enclosures before they told me they just couldn’t sell it to me.
I ended up getting the same enclosure from a plumbing supply store 45 minutes away for about 15% less money and it was intact the first time.
File a report with the better business bureau.
Write a review of the experience in every possible place on line.
heck, if you have a local newspaper who is bored and will publish it…
lastly, file a charge back with your credit card?
I can remember the logistics company, but a friend of mine in Oregon just had a package delivered from about that long ago - it was delivered in Atlanta Georgia
Go figure. at least the original seller made good, and issued a refund.
@Cerridwyn I swear, some people just seem to have given up any semblance of actually doing a job.
My boyfriends parents had a lot problems ordering appliances from Lowe’s recently too. They went threw like three stoves before they got one that wasn’t dinged up. No ones working, at least in my state. The government is still paying everybody to sit at home and they make more money that way.
Can you submit a complaint through the BBB? That tends to get businesses attention
I worked in the freight and logistics space for a couple of years. Do you have any tracking number, the BOL/ bill of lading number, or anything like that? You can often use that info to attempt to find out the true carrier (not the 3rd party middleman broker). From there you may be able to work to reach out to the trucking company them directly? Not sure if that will solve your issue but just some food for thought!
The Fourth Is With Me!
It’s a May the Fourth miracle! A couple hours ago I received a call from NSD. They’ve finally dispatched the pickup to a carrier. The local carrier has already been in touch and will pick up the pallet Wednesday morning by 10am.
The carrier is a local (statewide) company, so I’m curious what adventures are in store for the pallet of pavers in the coming weeks (months?). I’m guessing the local company will hand off to a larger freight service for transport back across the country.
I’ll leave out the gritty deets of what slippery things I did this morning to make this happen, but apparently my actions got a fire lit under the right asses.
Now to convince Home Depot to process a refund post haste rather than waiting for delivery confirmation. Based on the way NSD does business, the trip to its final destination could take a couple months.
¯\_(ツ)_/¯
@ruouttaurmind woo hoo!!
@ruouttaurmind Good for you!
@ruouttaurmind
Congrats on proving the “Squeaky Wheel” adage is still alive and kicking!
@chienfou It’s gone gone gone. Nothing left but a dirty spot where the pallet sat for over a month and a couple of skid marks from the pallet jack they snatched it with.
@ruouttaurmind
