Reviews

This profile includes reviews for FragilePak's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

FragilePak has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  FragilePak

  2270 Corporate Cir STE 220 Henderson, NV 89074-7755

• 

  Fragilepak

  480 Roland Way Ste 102 Oakland, CA 94621

Review Details

• Review fromValerie M

  Date: 05/19/2025

  Worst customer service I have experienced. I would never recommend this company.

• Review fromSteven D

  Date: 05/09/2025

  Before ordering any large item for delivery I now call the retailer to make sure I won't be dealing with FragilePak. My first couple of small items and dining set were delivered without incident as scheduled with the light assembly and removal of packing materials for which I'd prepaid the retailer. The delivery of a bedroom set has been a disaster. I'd again prepaid for the same light assembly and removal of packing materials, but the delivery team did neither. Upon inspection of the items, we discovered the foot board of the bed was broken in two. I immediately called the retailer and they ordered a replacement, assuring me it would be delivered and the prepaid service would be provided. I also submitted a complaint to FragilePak about the delivery team not providing the service. Within a couple weeks, we scheduled delivery of the new foot board. Four days before the second attempt, I called FragilePak to confirm and was assured the service would be provided. On delivery day, the team dropped off the replacement foot board and picked up the broken foot board but still refused to provide the light assembly and remove packing materials--even after acknowledging their previous "service failure". The team lead stated they were a subcontractor of FragilePak and were unable to provide the service. I once again called FragilePak to make a complaint, and was again assured the service should have indeed been provided. After another few days, I was contacted by FragilePak to schedule a third attempt. I replied with the date they offered, but FragilePak claims to have never received confirmation from their unnamed delivery subcontractor. After 2 more contacts, I was told the delivery team never confirmed our scheduled date, nor did they show up on the date I was offered. I'm finally fed up enough that I've given up and asked not to be contacted again. IF the delivery team is a subcontractor, FragilePak should seriously consider a different provider.

  FragilePak

  Date: 05/15/2025

  Good afternoon Mr. *******,

  I would like to personally apologize for the issues in getting your order delivered and the lack of customer service you have received from us. I take matters like this very seriously and want to help right away. Your feedback is invaluable and we take these matters seriously. We did address this negative experience with our local facility and their regional manager to ensure this does happen again.

  Our most sincere apologies again for the experience you received.

• Review fromNina O

  Date: 02/04/2025

  Unbelievably poor experience with this company. Wouldn't deliver due to "icy roads" - my sedan got down the driveway earlier that day. Rescheduled for the next week (after my asking "what will be different one week later in VT?" - no response). Again, too icy for them to deliver. Now we have no idea when we'll get out $6,000 couch. I truly cannot believe how horrible this company is at their one job. Can't believe Crate + Barrel partners with them.

• Review fromSharon B

  Date: 01/30/2025

  Zero stars! Absolutely worst customer experience! I will never buy another product that uses this delivery service.

  FragilePak

  Date: 01/31/2025

  Good morning Mrs. *******,

  ***********

  I am writing to address the feedback I received regarding your delivery experience yesterday (01/31/25). Please accept my apology for the challenges you experienced.
  
  After investigating, I can confirm the order was scheduled to be delivered after 3pm on 01/30/25. However, the driver arrived at 3:20pm and you were not there. You informed the driver that you were 20 minutes away and were advised that you needed to be there.
  
  Your merchandise was subsequently delivered to you shortly after 4pm on 01/31/25. Pictures of the delivery and signed Proof of Delivery confirmation attest to this.
  
  There may have been miscommunication or a lapse in time between the service request and delivery, but please know we are working to do better. Your feedback is vital to us, so we can learn how to deliver an exceptional experience every time.

  Thank you for working with us to improve.

• Review fromAnthony J

  Date: 12/31/2024

  I wish I could give this review ZERO stars. I ordered a mattress and an adjustable bed through AAFES on Nov 26, 2024. Fragile Pak was assigned to deliver these items. I received a notification that the mattress was shipped on Dec 11th and the adjustable bed was shipped on Dec 13th. I contacted Fragile Pak on numerous occasions and everytime I spoke with a representative, each gave completely different answers pertaining to my delivery. On Dec, 12, I was told by a customer service representative that my shippment would be delivered the following Thursday (Dec 19th). Well that day arrived and no one called to confirm delivery or indicate that the delivery was on the way. So, I had to call the company and I was told that they have the mattress on hand but they could not find my adjustment base. A dock search had to be conducted to try and find where this piece of equipment was located. On Dec 30th, I checked the tracking online and the status was changed to ready to schedule delivery. I contacted customer service and they once again had the service mixed up, but eventually got it together. The representative then informed me that they can deliver my items on Jan 7th. I was previously informed that deliveries are scheduled in my area on Tuesdays and Thursdays each week. So, I informed the representative as well as others that I recently moved to FL and I was a disabled Veteran sleeping on the floor. I got the same run around saying that I’m sorry and understand my frustrations. This entire process has been the absolute worst that I have ever experienced. I requested numerous times to speak with a supervisor and to date, NOT ONE CALL HAS BEEN MADE TO ME BY A SUPERVISOR TO DISCUSS MY EXPERIENCE AND THE SUBPAR CUSTOMER SERVICE. This is not how to conduct business, and customer service is completely out of the window.

• Review fromMark W

  Date: 12/14/2024

  They’ve attempted to deliver the same item 4 times and has been broken every time. They brought the wrong dresser and tried to tell us we couldn’t refuse delivery when we had the order and item that was clearly wrong. Today we thought we could end this nightmare, but the delivery guys sat out front for 10 minutes then left! I let someone else in the house to do work while they sat out front, then told their company no one was home! We called immediately and magically both delivery peoples cell phones could not be reached to turn them around! Worst company I’ve ever dealt with, top to bottom.

  FragilePak

  Date: 12/17/2024

  Good afternoon, I would like to personally apologize for the issues in getting your order delivered and the lack of customer service you have received from us. I take matters like this very seriously and want to help right away. If you could please provide the order's pro number (the one with a U in it), that would be great. Once we have the order's pro number we can get a senior level representative working on fixing the issue and provide you with an update and a solution in a timely manner. Thank you.

• Review fromKatie M

  Date: 10/22/2024

  The worst experience. When their employee arrived, he indicated that he was told he would need to pack my furniture for a return. He expressed that he was also told - by FragilePak - that required packing would be minimal. According to the furniture's vendor - that is false. So FragilePak was indeed told that packing would be required. They anticipated packing the furniture. That your employees failed to ask questions in advance and came unprepared is on your company. I took off work to be here when FragilePak could arrive. Their employees looked at the furniture, made one phone call, then just left and told me I would have to reschedule for later date. No offer to fix it. No attempt to find the materials they would need to pack it. Just pass the buck to someone else. I made multiple phone calls to FragilePak and the vendor throughout the business day and, mystifyingly, they were unable to reach your own employees for several hours, and tell them to return and finish the work they were scheduled to complete. This is still ongoing. FragilePak has systematically failed and shows little sign that they will resolve it.

• Review fromRobert D

  Date: 10/08/2024

  Questionable Practices: Today I had a 5 piece desk delivered. They do not work with you on delivery. Just send you an email stating a day and time window a few days before delivery. I got an email they will drop furniture curbside or first dry area outside and won’t need a signature. This was done on the drive way with no knock or door bell ring for my family to know items were sitting outside for the taking. They did apologize for that. The real problem is my name was signed on the inspection sheet by the company themselves as all items were accounted for and in good condition. I was not in the same state when the delivery came. I have proof as it came in a email as the proof of delivery for *********.com. I was informed by email that they didn’t need my signature so it doesn’t count as a forgery. Once I realized I could not get anywhere with FragilePak, I called *********. They told me they are not aware or approve customers names being signed by a delivery company regardless if they require a signature or not. All my pieces arrived so this didn’t get pushed further by me. I do have the email trail and documents saved.

• Review fromJacobus B

  Date: 09/09/2024

  One of the worst delivery companies I have every dealt with. We ordered coaches through AAFES and based on FragilePak's website, they said they will work with you "to schedule your delivery on a day that's convenient to you". (that's a direct quate from their website) Nothing could be further from the truth. They would only give us Tuesdays as an option for delivery which could only work for us if it was in the afternoon. They said they can't guarantee but will see if they could work it in. They said we needed to do a Time-Stop in order to get a specific time because again they only offer Tuesdays as a delivery day. I called their customer service that was not able to answer any questions besides just stating their systems must be "acting up", when I asked to talk to a supervisor, they said they will put in the request, and I will be contacted within 48-72 hours (that was almost two weeks ago). Long story short, we called AAFES and cancelled our delivery due to the absolute lack of customer service from FragilePak and their inability to actually honor what they state on their website. *****AAFES was amazing in all this, but they should really consider somebody else so they can stop losing money.

  FragilePak

  Date: 09/11/2024

  Good afternoon,

  I would like to personally apologize for the issues in getting your order delivered and the lack of customer service you have received from us. I take matters like this very seriously and want to help right away. If you could please provide the order's pro number (the one with a U in it), that would be great. Once we have the order's pro number we can get a senior level representative working on fixing the issue and provide you with an update and a solution in a timely manner. Thank you.

   

• Review fromLaura C

  Date: 07/31/2024

  This business is absolutely horrible and any company that uses them is a business that I will not spend my money at. First FragilePak held my furniture hostage during a contract negotiation with the company I purchased my furniture from refusing to deliver or set up a date for delivery. Two weeks later when the contract negotiation was complete I had a delivery date set up. The company was a no show. I called them multiple times and was told each time "i tried to call the drivers and warehouse and no one answered. i will call you back when I hear back." I never heard back from anyone. The following day you'd think they'd reach out to set up a new appointment. Nope. I had to call them. Again I for ol' favorite line "i tried to call the drivers and warehouse and no one answered." Oh also i sent several emails with no answer.