The frustrating story of our attempt to have a mattress delivered. This is a copy of a message I sent to the delivery company
RXO Logistics and posted in edited form in reviews on Google and Yelp.
On July 4, I ordered a queen-size Casper Snow mattress, foundation, and mattress protector through the Casper website. I also ordered and paid $249 for setup and installation of the new set and removal of the old mattress and boxspring. The protector was delivered by USPS and arrived shortly after the order was placed. I was informed that the mattress and foundation would be delivered in 2-4 weeks.
On Tuesday, July 14, I got e-mail and text messages from the delivery company, RXO, that the foundation and mattress were at the local facility and ready to be delivered. I selected the following Tuesday, July 21, for delivery, and on the day before got messages with the delivery window.
On July 21, the delivery truck arrived with only the foundation. The driver didn’t know about the mattress, and suggested that it might have been at the warehouse but not properly labeled. He left the foundation in my garage and told me to call RXO to reschedule delivery.
Calls to RXO’s 800 number are answered by AI, which was of no assistance, and when you finally speak to a human, those agents have no direct access to the local warehouse or knowledge about the actual status of the order. All they can do is say that they will send an e-mail to the local facility and that someone will get back in touch. I was not able to find a number for the local Boston facility; the only number listed is RXO’s main 800 number.
I called after the truck left on July 21, and again on July 23, July 24, and July 28. None of the agents I spoke to could explain what had happened, where our mattress was, or when I could expect it to be delivered. They only said they would send an e-mail to the local facility and that I would get a text or e-mail when it was ready to be delivered.
On Thursday, July 30, I got messages that took me to the tracking page at the RXO website, which said that both pieces were “At Pickup” and ready to be delivered, despite the fact that I already had the foundation.
However, when I tried to click on the link to schedule delivery, I got a message to call Customer Care at (800) 883-4593. When I did, the agent said there was a problem with the order and that he would send an e-mail to the local facility. After I hung up, I went back to the tracking page, where the status was no longer “At Pickup,” which it had been only minutes before, but “Order Placed” and “Reattempt Not Ready to Schedule.” I heard nothing for the next four days.
On Tuesday, Aug. 4, I called again, and after I again politely expressed my frustration, the agent transferred me to the escalation department, where Kiana said she would try to reach the local hub, promising to call me back in less than two hours. I explained that the only acceptable delivery dates would be the following Saturday or Sunday, Aug. 8 or 9, and reminded her that I had also ordered and paid for setup, installation, and removal. She confirmed that.
She did call back within an hour, and asked about the foundation. I said that it had been left here on July 21, and that one of the delivery people had taken a picture of it in our garage to record that fact. She called back about an hour later and said that the delivery would be scheduled for Saturday, Aug. 8. This was confirmed by text and e-mail, and on Friday, Aug. 7, I got messages confirming the delivery window the next day as 10 am to 2 pm.
The truck arrived at about 10:45 on Saturday, Aug. 8. The crew removed our old mattress and box spring, but they didn’t know that a previous crew had brought the new foundation, or that they were supposed to complete the setup and installation, which I had paid for.
They called the office and I explained to the supervisor that I already had the foundation and had paid for setup and installation. He gave the crew instructions in Spanish that I did not understand, but I got the impression that they were about to leave without completing the job.
I asked them to at least carry the foundation (70 lbs) into the bedroom, which I would have had a hard time doing on my own. (I’m 70 years old.) I was afraid I would have to assemble it myself, but fortunately, once the box was in the room and opened, they went ahead and put it together, and unpacked the mattress and put it in place. Despite not being properly informed about what they were supposed to do, they did a good job and were polite and professional. (I tipped them, of course.)
Here is a summary of all the ways in which RXO screwed up the delivery of our order:
- Did not include the mattress with the foundation in the first delivery. The delivery crew knew nothing about doing setup and installation.
- Did not recognize on their own that the order was not complete and arrange to deliver the mattress shortly thereafter. If the mattress was at their local facility, as their tracking system stated when the July 21 delivery was scheduled, what happened to it? Why was it not delivered within a day or two?
- In numerous calls, agents assured me that they would call the local facility, with no result.
- In several calls in which I was clearly increasingly frustrated (but always calm and polite), agents did not transfer me to the escalation department.
- When the mattress was finally delivered, the delivery crew once again did not know that they were expected to handle the setup and installation I had paid for, and the supervisor at the local facility wasn’t aware that the foundation had already been delivered. It was only thanks to the kindness and consideration of the delivery crew that I didn’t have to move and assemble the foundation myself and unpack and install the mattress.
I will never again willingly use RXO, and will never knowingly buy products from a company that uses them. I have informed Casper that because of the frustration I experienced with this process, I would have canceled the order if it had not been delivered by Aug. 8, and that they should seriously re-evaluate their relationship with RXO.