Michael Rycroft review for Estes Express Lines

Review Description

Never use this company. They were supposed to ship me a spin bike from Seattle to San Francisco - somehow it ended up in Chicago. It takes some incredibly incompetent staff and some serious lack of security to send a package that size to the other side of the country. When it finally did arrive in San Francisco I tried to arrange delivery and had to beg to get a delivery time of 8am to 12pm. Needless to say it did not arrive by 12. I called the company and they said that they would get it here by 1:30pm. By this time I had lost patience and I cancelled the whole order and told the company that I had ordered through to refund my money and get their property back from Estes themselves. After it having been shipped all around the country I was not feeling confident that the product would be in working order. The whole experience was extremely frustrating. I cannot understand how a company that bombards you with propaganda about their high levels of service every time you are waiting on hold cannot apologize for the mistake of sending your product across the other side of the country and guarantee you delivery first thing the next morning, instead Estes just give you a 4 hour window like everyone else. Mistakes happen, I get it, but it's how you deal with putting things right. Estes just don't seem to grasp basic customer service. The girl that I spoke to in the San Francisco terminal - Laura - all but blamed me for the package not getting to me earlier because I took a while to return her missed call - unbelievable.