Review Time
Cons: Communication from this company was terrible until the actual day of delivery - which was the THIRD time delivery was scheduled. The first two times, they would schedule, then we would hear absolutely nothing. Even though text messages stated, "You'll get a text every time there's an update", there were no texts saying that the delivery would not occur. So I would call the day the delivery was supposed to occur, and after talking with a couple of people would learn that the delivery wasn't coming. So we'd reschedule.Pros: On the third scheduled date for delivery, everything went like a charm. I did receive texts both the day before and the day of delivery. The delivery team contacted me when they were about 40 minutes out to let me know their timing. They were absolutely courteous, helpful, and professional. We were very thankful that this frustrating experience ended on such a high note!
Ordered and LG washer and dryer set. Delivery estimated upon purchasing. The next day I got an RXO link saying I could schedule my delivery and the delivery day was 5 days later than the estimate. I called and told them I would cancel the order if it was 10 days for product delivery instead of the 5 days initially estimated. Customer support said it was because they didn’t have the product in stock. I said the email I got that morning confirmed the product was now in stock. The RXO person confirmed that but said it would still be an additional 5 day delay. I said I would cancel my order and order from Costco which had the item in stock with next day delivery. I intended to but they escalated to customer experience. That person was helpful, called the warehouse who confirmed my washer and dryer was there, and promised a delivery 5 days later.The night before the delivery I got a confirmation text that it would be delivered the next day. I took off work to accommodate the 5 hour delivery window. This morning at 7:11 I got a text saying my washer and dryer would be delayed two days. I called customer support and they said the product wasn’t available at the warehouse and that’s why they needed to reschedule. I told them their own website shows it has been at the local warehouse for several days and the local warehouse confirmed it was there a few days ago. More details and frustrating run around to share but they promised a customer escalation person would call me back. They have not. Today’s delivery window closed and each time I called I had to go through the same process again.When they miss a delivery because of internal issues they provide a placating excuse saying they don’t have the product when in fact they do, they are just understaffed. Over promising and under delivering is one thing, but lying about the why numerous times is another. Companies without integrity are not companies I would choose to do business with. I’m more than a dozen hours into chats and phone calls and wish I had never bought from LG with this delivery company. My experience has been completely unsatisfactory
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