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Business Profile

Messenger Service

Loomis Express

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:15/01/2025

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Ordered item from a business in ****** via ***. The item was logged in to a Loomis hub 9 January 2025. The item has been sitting at the hub with no explanation until today when it was put on "hold". I have payed all duties and fees and have proof of same. I have attempted to contact Loomis express no less than 9 times by phone and the chat service does not work. I have yet to receive an explanation as to why my property has been held up.This is unacceptable and I request an answer regarding this problem .

    Business Response

    Date: 26/01/2025

    Good Afternoon - Please contact *** directly for an update. Loomis is a subcontracted by *** for deliveries. 

  • Initial Complaint

    Date:22/08/2023

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This company is supposed to deliver a large piece of furniture to my apartment. Last Friday, they made a "delivery attempt" during which all they apparently did was leave a sicker on my building saying I "wasn't home", rather than try to dial my apartment. I was working from home at the time. On the sticker they left, they have the wrong apartment number, so even if they did manage to use the apartment buzzer, they seem to have dialed the wrong apartment.They claim they made a second attempt to deliver the package the following Monday. Again, I was working from home all day--explicitly waiting for this delivery--and they did not show up. I specifically sat next to the window so I could watch for them. They didn't make any effort to contact me and there was no sticker left on my building. I even had my building manager check the security footage and she confirmed that they were not here (she is happy to provide this evidence).I've reached out to their agents multiple times and they tell me that because they made two "delivery attempts" I must go collect the parcel...a 30 min drive away. I don't have a car--this is why I ordered the item online! Nobody else is having trouble delivering things, so my conclusion is that they are either inept and can't figure out how to use an apartment call box or cell phone (my phone number is on the account and I always have my phone next to me), are too lazy to do their job, or *** * **** ****** ** ****** ***** *** *** ****** ********* As a resolution to this issue, I want my package delivered ASAP. I will happily meet the delivery person on the sidewalk if they bother to actually notify me they are here.

    Business Response

    Date: 22/08/2023

    **************, 

     

    I am very sorry to read about your experience. If you can kindly email me us directly the waybill number or notice of delivery number, I will have a member of our Customer ********************** Management team review and contact you directly. 

    You can email ************************************************************** 

    If you can kindly add in the subject line ID ******** I will alert the team on this. 

    Regards, 

     

    *******************;

    Director of Customer **********************. 

    Customer Answer

    Date: 23/08/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ***********************

Loomis Express is NOT a BBB Accredited Business.

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