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January 2024 by Sara
Did not show up within the delivery window. Called a hour and a half after. Did not give a 30 minute heads up before they were coming (only gave a 10 min warning). Peloton was not delivered because I had other obligations. After that, no one reached out to find a time that works best for me to redeliver. Poor poor customer service overall.
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July 2023 by Gabrielle Zarrella
Stephanie is the most unhelpful customer service representative I have ever encountered. I do NOT recommend their services for delivery. The drivers lied about being outside my house as I am waiting on the deck for them. Stephanie had audacity to hang up multiple times and claim to “call back”, but after 5pm, she was no longer available. Macy’s should immediately cease their business relationship with this outfit. I canceled my order with Macy’s because of this encounter. Do NOT use this business for delivery services EVER.
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June 2023 by Y. L.
This place is ridiculous, came by 2 different times, and just left my washer and dryer outside of the house, cuz they were too lazy to take down the door, and deliver my appliances inside the house. They are not willing to install the washer, with the excuse of the dryer is in the way, and they are not licensed to touch or install the dryer. I have been calling RXO 20 times over last week, and finnally they assigned a professional third party team came over and was about to install both for me, but they found out the washer and dryer are both damaged, which could possibly caused by RXO during delivery. Called RXO multiple times today, and seems like they recognized my number or something, and didn't even pick up my calls.If you are buying appliances from Samsung, just think twice, cuz Samsung use RXO for delivery company, and this RXO company is a JOKE. And I need to pay the third party for installation fee $470 dollars, Samsung or RXO company didn't even inform me about this fee. I thought it was covered.
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March 2022 by Angie
Honest to god, worst customer experience OF MY LIFE. It's 7 am, and the THIRD person they have sent out to install my dryer in the last 10 days has just left saying they don't have a license and can't install my gas dryer. Please for the love of god tell me why they're sending out people without a plumbers license to hook up gas dryers?? The order literally says "install gas" I have had literally dozens (over 40) phone calls between this place and Samsung trying to get this dryer installed. I have sat on hold for hours, been hung up on transferred dozens of times, mostly back and forth between the same numbers, literally to other countries (thanks Canada samsung for at least trying to help). Talked to one person here who says they put in a ticket to get my dryer installed and then a different person calls back and says they don't see anything in the system this happened twice with two different people. Samsung's telling me to call this place, this place is running me in circles. What a complete and utter joke. I'm disgusted, frustrated and DONE. I will never work with a company that works with XPO or urban express again.
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August 2017 by Ryan J.
Terrible terrible company. I rescheduled a delivery, and despite confirming with them TWICE on two separate occasions that the new delivery date would be the right one, and that they wouldnt be delivering it at the old time, they STILL delivered it at the old address and time. They then refused to do anything to fix their mistake. So now I'm stuck with a myriad of boxes and no way of moving them, defeating the whole point of having a delivery company deliver furniture. Go with someone else if you have the option.
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March 2016 by S yS
Wow John Maynard, you sound like a shill! Boston area order, and I'm just like the rest. Took the day off work, and they never came. Next day, spent 2.5 hours on hold with Ikea to be given wrong information over and over. Currently my order is 5 days late, and I haven't heard from Urban Express.
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June 2015 by Linda F.
I purchased a dresser from ikea, brought it home in 3 boxes, then was told by a friend that ikea had a service where they assembled the furniture for you. So I called ikea, and they gave me the # to Urban Express. For $95, they would come to my house, and assemble the dresser here. I was told I would receive a call the night before & be given a 4 hour window for delivery. That did not happen. But I did receive a call at 8:10 am asking if driver could come in 20 mins- Awesome!!! 2 very nice men arrived at 8:30, and had my dresser put together in under an hour. I could deduct a star for no phone call the night before, but these guys did a great job. I'm giving them the 5 stars!
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June 2015 by Sarah R.
This company is beyond words. They are pure evil. DO NOT order anything from Ikea, as Ikea uses this company as a 3rd party delivery service. And DO NOT have this company deliver anything. The delivery people just left my house. I had to call the police on them as they threatened to come back inside and take my furniture. They give you a piece of paper to sign that says you've inspected the furniture and that there is no damage to it. I asked if they could wait a moment while I opened the box. One of the delivery guys grabbed the paper from me, and started to rip my furniture box open. I told him to stop, and that I would do it myself. The two men then stomped down the stairs and left. A minute later, I received a call from a woman at the company, and she told me that I must sign the paperwork that says I have inspected the furniture right this moment, or else the two guys will come in and take my furniture away. The two guys then came back to my door and started ringing the bell incessantly. I had to call the police as I did not feel safe. Threatening your customers to sign paperwork that says they have inspected their product, and not allowing them to do so, and then threatening to take their furniture away is horrendous. XPO (Urban Express) if you are reading this, know that I am taking action with Corporate Ikea and that Police and neighbors have been notified to keep an eye out for anyone from your company coming back and proceeding with your threats.
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June 2015 by lucy l.
"This is insane" are the words I just said to the Urban Express rep who called me for the 5th time to once again reschedule a seemingly simple IKEA delivery. It was originally scheduled for Saturday. They call to say there "isn't going to be availability Saturday" (what does that even mean?) so ask if they can move to Sunday. Fine, Sunday it is. They call again saying "they wont be in my area Sunday, it turns out" (why not? isn't your job to deliver things to where they're going?) so ask to move it to Friday. Fine. Friday it is. They call me on Friday to say "there was a problem with the truck" so it won't be here and will be Sunday after all, with absolutely no time window to give me. Seeing the reviews below, I now realize the truck problem is likely a total sham. Who knows what is going to happen to my IKEA chairs - maybe I'll get them? I thought getting them delivered would be LESS of a hassle than getting to the store with an infant, but I'm starting to think that would have been a hell of a lot simpler.
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March 2015 by John Maynard
The other reviews had me concerned. Shouldn't I have bought IKEA cabinets online? Did I make a mistake?? Fortunantly, the experience wasn't bad. I got a call to confirm the delivery the day before and the driver called me when he was about 15 minutes away from my condo, and he was within the 4 hour window of 10 am - 2 pm. I think they came at 12:30. Two guys delivered - they were friendly and to the point. In and out. I ordered 20 cabinets and a few other things. Hard to do an inventory of that much merchandise but I'll go through it all tonight and tomorrow and call IKEA within the 48 hour window if anything is missing.
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March 2015 by becky papadinis
Both Ikea and Urban express are equally responsible. First delivery was delayed by a week, ikeas fault. Then on the next delivery day. The delivery company never showed, they said the waited in front of my house for 15 minutes. When I called they said they had come and waited. Impossible I was home. Their response call Ikea and reschedule. So basically after being called a liar and being told and I quote "you want me to believe you over my employee" I called Ikea in hopes they could help. HA! Basically said I would have to reschedule. So I cancelled my entire order=several thousands of dollars. And neither company seemed to care. Do not buy Ikea, do not use home delivery, do not use this company for anything! This company functions on getting paid then doing nothing. Check out other reviews on yelp. Horrible terrible the worst.
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February 2015 by Lucynda S.
OVERALL: *Organized *Prompt *Great communication *Friendly and customer service oriented *Seam-less and stress-less *All goods were delivered and handled with care My boyfriend and I have had the most pleasant experience purchasing furniture from IKEA for delivery and having Urban Express deliver. It was such a seamless and stress-free process. We will admit that we were a little nervous after reading the reviews but we both went into this situation thinking positively and not a single thing went wrong! Our furniture was to be delivered on Saturday and I called them on Friday to confirm if there was anything that I needed to do to prepare on my end. When I called they were busy with other customers and gave me the option for a call back. I chose that option and not even 10 minutes later they called me back and kindly answered all my questions. Later that day they also called me and left an automatic message with a delivery time window from 2 pm to 6 pm. On Saturday we got a call at 9:15 am with the driver saying that they were ready for delivery sooner if I wished to receive my goods earlier in the day. I said YES PLEASE! I couldn't wait to have it all in my home and have the day to set it up. They arrived exactly at 10:15 am like they said and called before hand to check where they could park. When the two delivery men arrived they were pleasant and helpful. They carried all 12 of my pieces up my steep stairs and handled everything with care. It was a quick and easy process and I am overjoyed with how everything turned out.
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February 2015 by Kerri G.
Our delivery was scheduled for February 5th and we were supposed to get a call the night before to let us know what time. Never got a call. Called them that day and they apologized and made excuses and set up the deliver for the following day... again was supposed to get a call telling us what time. Again, didn't get a call. Finally got a call 2 1/2 hours after the window they gave us and told us they wouldn't be able to make it and we will have to reschedule. Rescheduled for the following week and was supposed to get a call to tell us what time. AGAIN, no call. Called that morning to see what time they were coming and they gave us the window. Never showed up! We called them and they said that the driver was running late and will be there in 90 minutes. They came 2 1/2 hours later, after we called 3 times. Pretty sure they were planning on skipping us again if he hadn't called.
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December 2014 by Ben D.
I give four star because even though i wasn't impressed with the service, they did their job the way they should. I received the automated phone call the day before as promised, and the delivery was on time. Then the delivery guys carried all my stuff to the room I designated and left. All was done within 10 minutes. All the boxes were in perfect condition.
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December 2014 by Connor H.
WORST WORST WORST!!!!! DO NOT USE THEM!!! They are the absolute WORST. I bought something at IKEA and these idiots (they deliver for IKEA) show up 6 hours late at 10:30 PM!!!! They wake up the entire building (I live in an apartment) and they say they can't take the other furniture with them because 'we can't get it to fit' (hum movers did move it before and that was the deal I paid for)! So they say, "We will be back for it in the morning". Guess what? Not here in the morning. I call IKEA at 11am and they say, "We just talked to Urban Express and they said it would be 20-30 minutes because they have a driver in the area". Well now it is 4 HOURS LATER and the furniture is still here! I call Urban back @ 3pm and guess what? Someone who can hardly put 2 words together mumbles, "Oh it will be just 20-30 minutes with a driver in the area". Well it is 4pm and it is STILL HERE!!! As much as I hate these movers, I blame IKEA for subcontracting to these a-holes.
