These guys are terrible. I ordered a couch from West Elm and waited 1.5 months for it since the color and fabric are not stock and had to be made to order. Finally I hear from Fidelitone via email regarding scheduling a delivery. They make no reference to West Elm, use vague product descriptions for the items in my order and so I initially thought it was a scam. This further delayed my even being able to schedule my order. I schedule my order for the first day they have available as I'm tired of waiting. Two days later, they give me a time window which just so happens to be the only two hours of the day my partner and I both won't be home. Instead of 12:30-2:30, I request they arrive at 2:45 or after so my partner will be home. They say "do you want us to just leave the items on the porch? We can request a different time, but no guarantees, what about rescheduling to next week?" So I say it's okay if it can't be accommodated, they can also just leave it on the porch, but I'd appreciate them requesting a different time. They respond and say again and I quote "we can request it but no guarantees." So I respond confused asking if they can request it or not? Then someone else replies and says not only can they not request a different time because it's "too late," (I requested a different time the moment they provided a time window) and they can't leave the items on the porch. I responded again in frustration and have not heard back. Garbage customer service and conflicting answers and poor communication all around. I'll never order something that requires I use this logistics company for delivery ever again read more

Never in my life have I ever heard of a logistics / delivery company that only delivers one day of the week. Absolutely unacceptable standard. Products sitting in a warehouse because the next two Thursdays are already filled up with deliveries. It's astounding the any major furniture company would use this company to handle their deliveries. read more

I have been waiting for furniture delivery since the end of October. I keep being told that the legs are missing off the furniture. There has been no movement on or response from Fidelitone as to what is real reason the furniture has not been delivered. With all the complaints about Fideliton, I am not sure why Pottery Barn continues to use their service. I will never order again from Pottery Barn or any of their sister stores. read more

Had a delivery in Southern Illinois that used this service. The driver was fine, but his assistant was drunk and drugged. The driver was making excuses for his buddy, but, I will never again order anything if I find out the company uses this service. I'm disappointed beyond words. read more

I ordered an entire house of Arhaus furniture in the Phoenix area. "White glove" delivery from Arhaus was Fidelitone. I get better service from Amazon delivery. The delivery people refused to move a previously delivered Arhaus table to put the rug under. Never mind that previous Fidelitone delivery crew did (but alas the rug was the wrong size so refused delivery). So if you are a high end furniture company DO NOT put your reputation on the line with this poor delivery company. read more

Fidelitone - "White glove" Fidelitone Arhaus rug delivery under previous Arhaus table delivery. - Shipping Centers Near Me - Wauconda, Illinois

Isaias and Israel were fast and friendly with their mattress delivery today! Kept well within the delivery window and let me know their ETA when they were fifteen minutes out. read more

I have no idea why major retailers continue to use this company. I ordered from tempur pedic and was unable to schedule ANY delivery date because this company had NO slots available. Wth is going on?? I guess I can't order form tempur pedic then? The TP customer service rep said they'd have to "request they make a time" for me and she has no idea when that might be. How is it that Mattress Firm delivery would have been 2 days for the same item? And the bed I ordered from Macy's was delivered no problem on a day of my choosing 3 days after I ordered? Horrible experience all around. Both parties need to get it together. read more

Fidelitone (for Williams Sonoma and Pottery Barn) scheduled a delivery for a bed I have been waiting for since Sept 4th 2023 from Pottery Barn. (many reschedules) Was supposed to arrive by 5:30 last night. I called and was told they were in the area but running late. Got a message at 5:49 that the truck broke down and they would be two hours late. Of course nothing happened. This morning I was rescheduled for December 12th!!! if the bed was on the truck then why can't it be delivered this morning. These people are beyond horrible. Do not buy anything that needs to be shipped from Pottery Barn or Williams Sonoma. Or any company using Fidelitone. You will get an amazing amount of runnaround and they do not fulfill promises AT ALL!! read more

I ordered several items from Pottery Barn in early August. My two couches arrived at the delivery center on August 31st and September 1st. But Fidelitone refuses to deliver my items until other items in the order arrive, (which was originally estimated for September, then October, and now November). I was told that with 30 days between item availability we could have a split delivery. Yet they have repeatedly denied my request to deliver my couches... which have been sitting at the delivery center an hour from my house for almost 8 weeks. Completely unacceptable customer service. read more

I order A LOT of furniture. I've never experienced a delivery company that tells you when they're going to show up and doesn't give you the option to come when, idk, someone will be home. I'll no longer be shopping for any items that require white glove delivery for my clients or myself from any Williams Sonoma brand and they can thank fidelitone. read more

Delivery was scheduled for today. No call, no show. I tried to call 2 hours after my delivery window ended and got no answer. After reading other reviews I'm very concerned that my vanity, in which I had to remove the old one for because I was expecting a new one today, won't be here until months later?!? read more

I had scheduled a delivery appointment for my Tempurpedic weeks in advance. (Order # 5421982-S). It was scheduled for August 11, 2020. I was emailed the day before advising my that my "delivery window" was between 2:00 & 4:00. They never showed up. They never called to advise. They never emailed to reschedule. OR apologize. I tried calling at 4:00 PST, but they're in the East Coast, so they were closed. From what I could tell on their website, the bed hasn't even left LA yet!! Seems to me that if you do business in a different time zone, you should at LEAST have customer service reps available to answer the phone until end of business in that time zone! ESPECIALLY if your reputation of not showing up is commonplace. I contacted Tempurpedic & was assured that Fidelitone would contact me (most likely via email) with a solution today (August 12, 2020). Of course they haven't, and I was unable to take MORE time out of my schedule to contact them today. So now in addition to having furniture in my hallway, and not having a bed which I've already been charged & pair for, I now have to make more phone calls tomorrow to try & get this company to get on the ball. Should I ever order something that involves Fidelitone, I'll gladly pay more to have a different company delivery, or will happily cancel my order from that business. They make DHL look competent. read more

Purchased a mattress and adjustable base from Tempur-Pedic. The 3 delivery people were very rude and unprofessional. They made me sign a waiver for them to remove my old mattress (even though that was included in the white glove delivery) in case they damaged my home. Then they made me sign a waiver that if the bed breaks, it's not their fault. Seriously, are these people that incompetent? Find a new line of work, like picking cotton, but don't ever come back to my house again!!! read more

Delivery pottery barn furniture. FIDELITONE has rescheduled my delivery 7 times so far. I wonder if I will ever receive my furniture. I have also contacted pottery barn twice. It has been 12 weeks since it arrived in their warehouse. read more

can I give a zero?? Fidelitone is the ABSOLUTE WORST delivery company I have ever experienced. My Pottery Barn table has been in my city for more than 16 days and these people can't seem to figure out how to bring it to me. They "attempted delivery" twice but thought it was a good idea not to call and say they were at my building or to use the call box with my name on it. They just drove off with my table and put it back in storage for 10 days. then they did THE SAME thing again! Oh, and neither time did they tell me they were coming that day - and I was actually home both times if they would have picked up the phone!! I'm not sure what I'm going to have to do to get it off the truck next time they try. Maybe camp out on the sidewalk and chase down every truck that drives by?? UNPARALLELED INCOMPETENCE. read more

Little background information, I was scheduled for a delivery for Sept 15th back on 08/23. Waited...then on Sept 14th received numerous automated calls and texts and emails stating delivery window was 9-11 on Sept 15. Me all excited, waiting. This morning I get a call stating that delivery driver had some "personal issues" and couldn't deliver my order. Was told next available delivery date was OCT 20th!! I find this highly unacceptable. It is not my fault a personal issue happened and I paid close to 7000 dollars for my Tempur Pedic bed and frame. This needs to be delivered. You guys need to find a way to get that order to me and waiting another month is completely ridiculous! I want answers. I missed a day of work expecting to be home for this delivery. This is NOT customer service! read more

TERRIBLE customer service. Given a two-week delivery window. Impossible to find more specific details about date/time of delivery. On the last date of the delivery window, the delivery driver encountered a locked entrance to my apartment and instead of using the call box to ring me, just left with my packages. I was promised it would be delivered 3 days later. It wasn't. I called and was told it would be escalated for delivery the next day. It wasn't. The customer service rep was rude. Wondering how many more times they can prove to me that they do not deserve another customer. read more

Terrible, terrible shipping company. They have a computer that generates the time frame and shipping date. They did NOT contact me before arrival, nor did they leave a voice message. When customer service was contacted, all they can say, is wait for another computer generated time window and date. It's good service, IF and WHEN, it is delivered on the correct date. Otherwise, if you miss it, you are basically screwed and have to wait for another 2 weeks. TERRIBLE company. Just don't miss your first date. Don't make any plans on that day. That's what basically it comes down to. read more

They were scheduled to deliver some furniture today. When I realised that no one showed up at the scheduled time, I called them and was told that they were at my house already A couple of hours earlier than the schedule, they didn't bother to call and leave a message and when I called customer service I was told that the warehouse manager will call me back in an hour which never happens. Never do business with them! read more

I would give then Zero stars if possible. They really messed up my Tempurpedic delivery. I was supposed to get Cal King low profile foundation on Dec 13. 1. On Dec 13, delivery people showed up with wrong size. I sent that back of course. 2. Then delivery was scheduled on Dec 23, but nobody showed up. I called phone number provided 2 times when delivery window was missed and was told to just be patient. Nobody showed up at all. I got no explanation at all. In fact the person I talked to on the phone said "I have no clue why the delivery wasn't made." 3. Then delivery was scheduled for Jan 10. But I got message that delivery was not possible today as the delivery truck is broken down. I am shocked that they have only 1 delivery truck for the Bay Area. 4. Now delivery is scheduled for January 17. I am convinced that will also be a no-show due to Martin Luther King holiday on Jan 17. I am convinced that you guys are incapable of delivering my order. I called the number and talked to a person who could care less. She said that "I don't know anything I just schedule. I have no idea what goes on in the warehouse" read more

They gave me 2 different delivery times August 6, 2021, from 9-11:00 am then from 5:00-7:00 pm then they sent me an email stating that they misplaced my furniture, then I called and I got a very uncaring Customer Service named Mandy from Knoxville, TN. Wasn't apologetic, kept on stating human error, didn't, and wasn't going out of her way to try to explain to me how can someone misplace a large furniture order - desk, coffee table, 2 end tables, mattress, and a 57inch desk + 2 dining room chairs. I say they are incompetent, lazy, and careless, they don't want nor will try to go the extra mile. Delivery logistics are terrible, and I can't believe that large companies use them, and the sad thing about it's the extension of terrible service for Pottery Barn, William-Sonoma. Horrible logistics company and sad thing the delivery guys are really nice and helpful, the customer service not so much, + trying to get a hold of someone to speak to is another nightmare, the phones rings, and rings, then a recording comes up, and then they ask to leave a message. I've been waiting for my furniture since May 2021. Then I'm paying for the delivery and they can't even accommodate my request day and time. Not worth the headache of using them. It's the 3rd time I have had issues with them, first, they never called to let me know they were running 3 hours behind, then the second time they never showed up and the 3rd time was this one, 2 different delivery times, and they misplaced my furniture. Investors shouldn't reconsider putting money into such a screwed-up company. Below is the email they sent me about misplacing my large furniture order. scheduling@fidelitone.com Fri, Aug 6, 12:01 PM (10 days ago) to me Hello, I apologize for this inconvenience. It looks like an agent was trying to get a hold of you earlier this morning and it says they left a message. It looks like the warehouse provided us a report that when they were getting your order ready and set up for delivery your package was not in the assigned spot of the warehouse where it should have been. Unfortunately, that does mean we won't be able to complete the delivery today. We are conducting a dock search which means our members are searching the facility to relocate your order. As soon as it is relocated we will call to schedule delivery as soon as possible. I apologize about this inconvenience.  If you have any questions or concerns you may email us back or contact us at 844-524-6318. Thank you -Emily CX Support P: 866-787-6356 read more

Do it order a bed from Tempur Pedic Online! They use Fidelitone for delivery. This is the worst logistics company! They are horrible at communicating, and somehow misplaced our order. We ordered a bed from Tempur Pedic. The first delivery was somehow lost in their warehouse. We called every day to find out what was going on! They did not call us other than the night before to cancel our appointment. After we heard nothing from them after 4 days from the lost bed and base, I called Tempur Pedic to let them know. They just reordered the bad. That was a week ago. We have heard nothing from the company. The bed is coming from MD, and we live in VA. I finally called them Sat to see if I could get an update. She said they had the item at the warehouse but they had to do something before they could schedule. She said it would be Monday before it could be done. Today, we heard absolutely nothing from them!! I hope Tempur Pedic finds a different delivery company! I wish I had read the reviews before ordering directly from Tempur Pedic. This seems to be a recurring them with this company where they have a lack of communication and lost items! This is unacceptable! If you want a Tempur Pedic, but from a local store!! Stay far away from buying online because you will be frustrated through the whole process and paying for an item you don't even have yet! read more

I read the other reviews and have to say I was really scared, especially when my delivery time changed, but I had a really good experience. They didn't call to give me a time a couple of days before but dispatch answered & let me know. He also called when there was a delay & the drivers called to let me know when they were on their way. They were nice & friendly. It took 3 hours to put my home gym together which is average. All in all it took around 2 weeks from shipped to delivery. Pilot was the shipper but since I paid for assembly Fidelitone had to deliver & assemble it. read more

I do not usually write reviews and if I do they're excellent. But in this case when we got our Tempur-pedic mattress king size delivered today. I had two of the most rude delivery people ever. They were in such a rush I told him to please slow down I have expensive things and they were like we have other deliveries to make. All I can say is do not use this delivery company! read more

This company is terrible - Arhaus must cease doing business with them. They have no follow up and do not make calls on time as promised. They can't even reply to an email in an appropriate amount of time. As all other reviews are 1 of 5 stars, we can all hope they lose their customers fast. read more

What a joke of a delivery "service", if there were 0 stars possible as a rating it would be made. I honestly do not understand how this company is still in business. Every time a delivery is made in error, they claim to mark it as 'delivered' or 'transfer to another hub' or the tired excuse of 'address is incorrect'. So many items were either lost in transit or just plain mishandled. When I speak to a representative, they kick it back to William-Sonoma who has the address correct on file. When asked to verify my address, the representative claims the address is correct and I should be rest assured. When comes delivery day? Guess what, the address is incorrect...not even close. Different STATE. Stop wasting my time, PTO, and my sanity. I have no idea why a company such as Pottery Barn or William Sonoma utilizes such horrific logistics to deliver items that are already out of stock for weeks just to have the item not delivered in a timely and streamlined manner. read more

FIDELITONE has the power to set expectations that they can fulfill - this is a basic customer service function. However, clearly from the one-star reviews, ours included, FIDELITONE is incapable of even basic logistics. FIDELITONE tracking confirmed that our new mattress (White Glove Service) was to arrive today by 6:00 PM. It did not. FIDELITONE failed to call or anything. Their tracking still says 6:00 PM - it's now 10:10 PM. We pulled our entire bed apart for disposal and looked forward to our new mattress' arrival. Besides my wife losing an entire day waiting, we have now had to reassemble the old set (a mattress set with pumps and 'some assembly required'). We are NOT happy. STAY AWAY from any company that uses this shipping service. I just wish there was a way to know about it BEFORE we made the purchase. read more

Today and today...bad business. I ordered a Tempurpedic hybrid bed and all the delivery and setup directions seemed clear. They came at the scheduled time and rushed in and said I had to move my frame (I thought they would do that for me but found out they did not touch frames). So, I told them I would get the frame out of the way right now. He took a picture of my bed and said, no he had to go. I retorted, "No, I'm getting my bed in today". I unscrewed one screw on my bed and was able to tip my old bed frame on the side so they could have room for my bed (my room is big). It took 1 minute. He stated that he had another delivery that they were late for already (How could that be - he was already at my place at 12:33pm and the delivery was scheduled for 12pm to 2pm). By the way, two of the four customer care associates assured me that they are to give customers 15 minutes to clear the area and are not supposed to leave mattresses in a lobby hallway --- shaking my head off my shoulders! So, suffice it to say, they put my bedframes in place but said they could not get my bed up the stairs (2 flights) because it was frozen. He said that they would have to leave it downstairs to thaw and suggested that I could have my friends help me or they, Fidelitone, would come back Friday or Saturday (March 4 or 5th). They left my mattress in the hallway partially blocking the laundry room. I called them 4 times to try to get them to return that evening to get my bed upstairs or to get something scheduled for the morning (Friday). Nope...the last call stated that she would call me back about it and NEVER did! I am attempting, at this moment now, to pay for some friends to get it up to my apartment because the email that Fidelitone sent me stated that the next available date was next week!!!!! March 7th, 8th, or 9th. Are they kidding me? Are they kidding or serious at all? I cannot leave my mattress downstairs blocking the laundry and being a fire hazard piece for the building. The building might just take it out and take it home! Serioulsy?!!!! WORST I'VE EVER EXPERIENCED IN MY LIFE. UNBELIEVABLE!!! And I am Dr. Benton Johnson II and I do have my own business and do know about appropriate customer care.....FIDELITONE IS NOT THAT. PERIOD! The rating does not exist but I'm making the rating a MINUS 1 (i.e. -1.0). They caused negative emotions through their negative behaviors and deserve a negative score. I would pay for my own delivery. I would pick that mess up myself before using them. read more

This company delivers for COSTCO.COM in arizona and the delivery drivers stole my wife's wedding ring from atop our dresser. Since I didn't catch them in the act it was my word vs the delivery drivers. Needless to say without them confessing the police didn't have a case and I was screwed. Now I know why they steal. If they are not caught in the act the company will not adress the issue. Please do not buy from COSTCO.com or place any shopping delivery order through this so called shipping company. read more

Bought the most expensive mattress from Tempurpedic. Waited a few weeks for delivery which is totally understandable. After getting the delivery scheduled, communication was excellent. Delivery day and time was e-mailed and texted. They even sent reminders the day before. My wife took the day off work for our noon to 3PM appointment. When the delivery had not shown up by 4:30, I called. They informed me that the mattress did not get loaded on the truck and that now I have to wait another 2-3 weeks for the next delivery slot. They did not call. They did not text. They totally blew us off and made us call them to find out what happened. Not what I would expect out of a company like this at all. read more

HORRIBLE customer service! I would give 0 stars if it were an option. They were in charge of delivering our West Elm couch and after over a dozen phone calls we still don't have a scheduled delivery date. We were assigned to work with a manager who is always "away from her desk" and never returns our calls requesting a delivery date. AVOID this company at all costs if you can, unfortunately we had no choice! read more

This company sucks. They've misplaced my pottery barn package and can't find it now I have no chairs to sit in

I wish they had negative scores. This company location(Jacksonville) works with Xerox to pick up their machines when you're done leasing. I called with the company pick up information and I got a call back the following day. I was offered a pickup for Friday between 1 & 3. I was also told I would get a call around noon when the driver was on his way. On Friday there was no call at noon and at 2 o'clock and again at 3 o'clock, I left messages on ext. 5128 to get the status. I did get a call at 3:45 from the driver saying he was getting ready to leave Jacksonville and it would be about 1.5 hours before he would arrive. There was no way anyone could be there at that time and I told him I would call on Monday to re-schedule. I called again and left a message to call me so I could schedule. Monday rolls around, no call, so I call again with no return call. 1:30 on Monday I get a call from the driver and he is on the site to pick up the machine. I am no where near the site, so I gave him the name of someone that might get him access. I have been informed the Xerox machine has been picked up. I sent a complaint to our corporate Xerox representatives about the horrendous service. Talk about unprofessional. Don't be surprised if you see this on some other sites as I will be cutting and pasting this complain so others may benefit from not using this company. read more

I could not say worse things about this company. I purchased a sectional sofa from West Elm three months ago and paid for the white glove delivery service and as of today I have no sofa. I was contacted over two weeks ago by Fidelitone stating they were ready to schedule delivery, so I sold my old sofa and cleared the space and day of delivery, right before my 11-2 window I get a call they could not locate my item and would need to conduct a "dock scan," which could take up to 3 days to 2 weeks to complete. I waited for about 5 days and called back to ask for a supervisor, I had to apply some pressure for the Supervisor to tell me more information, including the process they would need to conduct to find my pieces of furniture. She indicated that they would need to scan 9,000 pieces in the warehouse to locate my sectional and they would call me when they found it. Fast forward to about 3-4 days later, I get a call from Fidelitone saying they were ready to deliver the sectional. I set up delivery and I was notified the day before I was in the 4-6pm window. I waited for my delivery and the 30 minute heads up phone call and nothing came. The lines were closed by 6pm when I called so I emailed asking status, about 30 minutes later a woman replied and said she was sorry but my furniture could not be located and was never put on the truck for delivery and they would need to conduct a dock scan to locate it, and in addition she was sorry that no one notified me and she would escalate me to a supervisor the next day. Exactly 3 minutes later I got another email stating that my sectional was ready for delivery - is this some kind of joke? At this point I have escalated my issue to West Elm Customer Service, I am done with Fidelitone. I can't take anymore time from my work day to sit on the phone with them. Buyer beware...if you purchase from the Williams Sonoma, Pottery Barn, West Elm brand just know they deal with this horrible company for your delivery. Maybe one day I'll get my sectional. read more

Fidelitone-Charlotte delivers for Coleman Furniture and I received the worst service imaginable. They left the hardware out of a five piece shelf and it fell to the floor and chipped the pieces. I had to unscrew and reinstall 3 parts of the media center that were installed incorrectly. I had to let the installers borrow a step ladder. As they were leaving I questioned them about the scuffs and dirty finger prints on my newly painted walls but we couldn't discuss it because of the language barrier. Customer service has given me the runaround and says Coleman Furniture will have to issue a repair ticket. read more

TERRIBLE customer service. Impossible to get timely answers about  upcoming delivery details of my Tempur-Pedic the day prior .  Kept on hold for 30 minutes waiting to speak to an agent  to determine delivery time window.  My call was automatically transferred into voice mail and no one returned call. At 4pm I finally reached someone in "Customer Service" who said my delivery was scheduled between 7:30-9:30am the next day necessitating me to reschedule my 9am doctor appointment. Then,  at 5:30pm , I received a text message from Fedilitone informing me my delivery was scheduled between 3:30-5pm, (not 7:30-9:30am as the live agent told me) I will issue a follow up review concerning the actual delivery!   Tempur-Pedic will be informed about this. ---------- Day of Delivery update. Jeffrey, the delivery driver contacted me and said he could deliver the Tempur-Pedic products an hour earlier than planned. He and his assistant did an OUTSTANDING job on the delivery. They were highly professional, careful and knew exactly the best way to unpack everything. They completed the delivery in under 30 minutes. They apologized that the entire delivery scheduling and notification was screwed up by Oscar. I've changed my star rating from one star to four based on today's delivery service. Thank you Jeffrey! read more

NEVER use them. I proactively have had to go through Pottery Barn to schedule my delivery because the Fidelitone tracker was wrong. Moreso, this was the worst customer service I've ever received. It is not "white glove" in any way. The delivery teams push back on setting up furniture, they fight about timing, and they refuse to check for damages before delivering. The worst part is that there is no straight answer on whose responsibility it is to check on the orders and put in the instructions. Never never never use them. read more

Terrible company. If you buy from Williams and Sonoma or Arthaus, make sure you request a different third party delivery company. Additionally, do not work for this family owned joke of a company. read more

We had ordered a couch in February and it finally arrived on Saturday. We had an afternoon window and the drivers Christian and Stallion called us and said they could be at our house early. This was a change from what we are used to with other delivery services. When they came in they we both very polite and even helped me rotate a rug that was going to be under the rug. They were in and out quickly and cleaned up all of the packaging from the couch. If I had a company i would want my employees to be like Christian and Stallion read more

I would give this company an F for response and communication. For 3 days I have left messages and emails with no response. No one picks up the calls- everything goes to message only. I will be contacting Pottery Barn to let them know to find another company to work with as this reflects poorly on them to be working with such an incapable company. read more