First of all 1 star is to many in my opinion for this company. I purchased a gun safe from Home Depot that weighs almost 600lbs. Knowing how much it weighs I went ahead and paid for the Threshold Delivery (Inside Entryway) which Home Depot defines as "With Threshold Delivery, we'll bring the order across the first doorway in your home. This can be an entryway, garage, or even a backyard." My mother-in-law was home while I was at work and she put the delivery driver on the phone so that I could speak to him. The delivery driver told me that he could not place the gun safe in the house because he was the only one that came on the delivery. He told me that he could place it in the garage. The reason I had paid was to have the gun safe placed in my house since I knew I would not be able to pick it up. The delivery driver made it sound as if it were my fault for paying to have it in the house. That same day I contacted Home Depot and they told me that they would contact the delivery company to work something out. N. S. from the delivery company contacted me that night. As you can read in her email to me below she states that the driver said he could place it in my garage and that it is up to the driver if he/she wants to take it in the house. My comment to her was that I had paid to have placed in my house and not in my garage. "Good Evening,         Threshold delivery consists of bringing the item through the first threshold. That would be into the entry way into the home or into the Garage.  The white glove service consists of taking the item into the room of choice and removing all the packaging.  I was informed that the driver stated he would put it into the garage, he stated that you said to just put it by the garage. I can get a driver back out there to move it into the garage for you. Unfortunately with out being a white glove service it is up to the driver to bring it into the house.  I will ask around my drivers to see if I have anyone who wouldn't mind taking into the house.  I will let you know tomorrow. Thank you, N. S. Logistics Supervisor" The next day, Friday, I did not hear from N. S. or any other employee of JW Logistics. On Saturday, October 16, I contacted Home Depot again to let them know that I had not heard back from the delivery company. Home Depot employee told me that they would reach out to the delivery company again. Today, Monday October 18, I was contacted by K. S. of JW Logistics. She stated that she needed me to send her pictures of where I needed the gun safe to be brought in through and so I did. I called her around 1:30pm when I had not heard back from her. She answered and told me that she had sent the pictures to someone else and that the person would contact me. Around 20 minutes later, A. called me from JW Logistics to tell me that he had concerns regarding taking the safe inside the house. A. said that my front door would have to be removed in order to get the safe in. A. said that he was concerned about the damage that would be done to my wood floors. A. said that he was concerned because I had removed the lag bolts that attach the gun safe to the pallet. I told A. that I could put the lag bolts back on in less than 5 minutes if that was his concerned. A. went on to tell me that he was not sure how the pallet jack would be able to get through my front door with the gun safe. I almost started laughing at this point. As you read my review, please take a minute to do a video search of people moving gun safes into homes. Not one video that I have watched shows a delivery company taking a gun safe inside of a home with a pallet jack. People use dollies to get this job done. I still have the gun safe outside of my house and Home Depot told me today that they are working with a third party company to get the safe into my house. By now I feel as if both JW Logistics and Home Depot are going to screw me over. read more

I honestly don't even know where to begin with how poorly this company is run. I ordered a vanity from Home Depot at the end of May. JW Logistics received the item in my city on 6/7/21. On their website it showed my package was "Out For delivery" on 6/9/21 (meaning it was on the delivery truck) and would arrive the same day. It didn't. Not a big deal, I figured it'd arrive the next day. I checked tracking and it was pushed up to 6/15/21. I thought that excessive seeing how it was already on the truck but I waited. The 15th came but the package didn't. I called Home Depot on 6/16 and was told it looked like my package would arrive by 8pm. Nope. Called Home Depot the next day. They tried contacting JW but, like everyone else, had no luck. They opened up a case on the 17th and I still haven't heard back from either company. On June 22 I filed a complaint with BBB. They are still awaiting a response from JW. During all this my delivery date changed 7 times. I have tried calling JW over and over (the number to their location in my city gives an automated "This number is not available", the main number puts you on hold for 15 minutes then has automated message that says no one is available and to leave a message). I tried messaging them 3 times on their site where it says "We're online! Chat with us now!" Each time I get the message "Sorry we missed you. We'll get back to you shortly." 2 days and they haven't gotten back to me. I also tried to find an address so I could just pick up my package myself but there's no address to be found. I can't understand how it took over 2 weeks to get my vanity delivered when it was on the truck "Out for delivery" in the same city. I was concerned with it being on the truck for so long because it increases the chance of damage rattling around with other packages. Turns out my concern was valid because it arrived today (6/25) with the box ripped wide open to where the vanity was exposed. It was also laying face down. They put it on a busted pallet which I now have to dispose of. The package was placed on my driveway blocking my car. It's extremely heavy so I'm unable to move my car. It sounds strange but I feel harassed because it's like it was delivered by someone who has a grudge against me and was being petty. They also left big ripped up pieces of cardboard on my driveway. JW Logistics is a horrible company. I don't know how they're still in business. There is no way to get in contact, they are disorganized as far as delivering, they are not careful with packages and they are disrespectful by just dumping the packages haphazardly. I have never dealt with such an unprofessional business. The fact that so many others are dealing with this as well makes it mind boggling. There needs to be a class action lawsuit against this company. read more

Still in shock at how awful the experience has been so far and only have 9 of 21 items delivered. First of all the local JW office is missing in action, will not answer the phone or respond to voice mails. Have been trying since 2/10 with no response. Wait on hold for a few songs, sometimes longer, then it says you're next in line and then it rings and goes to voicemail - every time. Second, they have 1 tracking number for at least 3 shipments (that I know of) for my order of 21 cabinets. So all of them had a status of delivered after the 5pcs I received on the 10th. Which brings me to the third point, for the partial delivery on the 10th the driver who showed up did not call, so no heads up. He did not have any info, no paperwork, no idea who he was working for but he was clear it was not JW, he was just a driver, only picks up and drops off. Overall, he was rude, had no explanation for the missing cabinets or ideas for getting answers as to where the missing cabinets were. I found out after this that there are at least 3 shipments on this tracking number, this broke Home Depot's order tracking webpage and made JW's tracking page useless. Fourth, the info on the tracking number changed from 'delivered' to 'received' and gave new info on another delivery coming on 2/18 - nothing and no updates and still no response to my VM's. On 2/20 I saw a truck up the street dropping a skid of boxes off on the road. Surely this wasn't my cabinets, only 1 skid for 16 cabinets, I hadn't gotten a phone call, not to mention it was at the end of the street in front of houses that were obviously not close to being my address. I walked down to check it out and sure enough they were mine. Wow! He was going to leave them in the middle of the road without even knocking on my door to let me know they were out in the middle of road. I caught him as he was putting the pallet mover back in the cube van, he refused to put them back in the truck and drive them to my driveway. This 'delivery' brought me up to 9 of the 21 items JW has on this single tracking number. Daily voice mails go unreturned. I've tried the local office daily, the national center a few times too and emails. Nothing. Hey, mistakes happen... it's not the mistakes that ruin an experience its poor quality responses, or in this case pure lack of response and inability to get anyone to help or respond to my voice mails regarding the whereabouts of the 16 (now 12) items that were shown to be delivered with the (5) I did get on 2/10. read more

I initially came to leave a negative review after not receiving my whole order from Home Depot, but saw that Ashley had left her email address in response to other reviews to help resolve complaints/issues so I thought I would try to reach out to her directly. I emailed her and not even 15 minutes later, my phone was ringing and it was Ashley calling to try to help resolve the issue with my order/delivery. She talked me through the process that HD orders typically go through during transport and said that she had already opened a report within the system that they use and even offered to talk to the HD Customer Service folks once I got them on the phone, saying I could merge her into the call and gave me her cell phone number. My 1st call of the day into Home Depot was TERRIBLE - I got someone who would not transfer me to a supervisor who had access to the system that Ashley had access to and the HD Customer Service rep hung up on us. The 2nd call to HD was a little better in that we (Ashley from JWL & myself) were able to speak with someone who had visibility into the system to see where the rest of my order was and it turns out that it is still sitting in a Home Depot Distribution Center somewhere and has yet to be loaded onto a truck for the long haul shipping portion. So all of that is to say, it seems that JWL is doing the best they can under the circumstances b/c of course, out of all the parties involved with getting the items where they need to be, there isn't a single-source-of-truth as far as electronic tracking system to which they all have access to try and identify where the items may be. Moral of the story is that maybe Home Depot ought to look at investing in a better system to manage their inventory and shipping logistics! Oh, and Ashley is also addressing the foul Home Depot Customer Service Rep with someone higher up at HD - b/c that individual was flat out terrible. So thank you, Ashley for doing everything you could to try and help me get my issue resolved. You are awesome!!! read more

To whom may it concern, I am reaching out to submit a formal complaint concerning J.W. Logistics LLC, specifically regarding their overdue payment and poor communication practices. Our company, J.I.T. Expediters LLC, has been in correspondence with Nathan Lough, the Director of Transportation at J.W. Logistics LLC. Despite multiple attempts to resolve the matter, Mr. Lough has declined to provide his direct contact number, leading to ongoing frustrations. Instead, we continue to receive repetitive messages concerning the outstanding payment owed to us. For clarity, I would like to summarize the dialogue between our two companies: 1. J.W. Logistics LLC initially communicated that they were experiencing banking delays affecting payments. They assured us that they were tracking the amounts owed and would update us soon. 2. In response, we expressed our need for more detailed information regarding the banking issues and requested a specific timeline for payment. We also raised concerns about discrepancies in invoices that had gone unanswered. 3. Subsequent communications revealed continued payment delays, with J.W. Logistics LLC promising that payments would be sent out soon, but no clear resolution was reached. 4. Despite our consistent follow-ups, including a request for an escalation path within their organization, we have received no satisfactory responses or resolutions. The lack of timely communication and failure to settle our account has placed a significant strain on our operations, affecting our ability to meet financial commitments to our drivers and other operational expenses. If we do not receive the full payment of $4,125.85 by May 19, 2025, we may be compelled to escalate our claim against J.W. Logistics LLC. I appreciate your attention to this urgent matter and look forward to your assistance in resolving this issue. Thank you for your time. Sincerely, Patrick E. Jimison Managing Member J.I.T. Expediters LLC read more

My Son ordered a 72", Carrera Marble topped Vanity from Home Depot on 7/21/2021. It shipped from Houston quickly via Roadway Logistics and arrived at JW Logistics on 7/22/2021. There it sat. No attempt to schedule a delivery to my son... for days. After a week, many calls/emails were made to JW through their Corporate Office in Frisch, Texas. No answer on phone or emails came. After 11 days (8/2/2021), again, vanity just sitting somewhere in San Antonio, my son got a human on the phone in the Frisco office. This human had no address for the San Antonio location , but offered to send an email and include my Son on it. He did. This morning my Son called JW to try and set up a delivery and, believe this or not!, the vanity was on a truck on its way to his house.... where NO ONE WAS AT HOME!!! He questioned their logic and they offered to cancel the Delivery!!!!!! I went to his house and made it as guy was unlocking trailer doors. After a few questions I posed to Driver, it became clear this was an independent delivery guy contacted by the Mysterious San Antonio Location of JW late yesterday or this morning to make this delivery. He unloaded it and was about to leave when I stopped him and told him I wanted to open box and check Vanity. Clearly disgusted he waited until I was kneeling at back of Vanity pulling off cardboard and he bolted, got in big truck and left!!! The good news is Vanity was perfect. The bad news is what's to come for JW ...for their TOTAL DISREGARD of theIr duties. I will be blasting this on every site possible! HERE's a Challenge!!! Try to find an address for the SanAntonio location of JW!!! It does not exist!! read more

This rating is two-fold, as my package was not delivered, in totality, on the first delivery round, yet upon speaking, with Miranda, at JW Logistics, the second part, of my package was 'found' and delivered two days later, of which I am thankful that it was, in fact, found and able to get expedited for delivery, due to the inconvenience and inaccuracy, of the packing, from the shipping center. Nonetheless, upon arrival, my two delivery guys were Bryan and Moe, of which each were extremely kind and willing to assist, with what was needed. Not only did they, properly, advise me, of how to, appropriately, handle the mishap, they, patiently, waited, until I was completed, with both calls placed into Wayfair and JW Logistics, until the issue was rectified. Their sincere concern was not characteristic of delivery individuals or most professionals, who are merely viewing their position, as a job. They endured what I endured, as though it was happening to them. This is the type of service one can appreciate, especially, when encountering what could, otherwise, pose stressful. Overall, the professionalism and courtesy displayed, by these two men, towards me and my family, whilst rendering optimal customer service, was praiseworthy and ideal for all delivery professionals to display. Keep up the good work, Bryan and Moe. I appreciated and still appreciate the two of you!! Thank you for your services. read more

I ordered furniture to be delivered from Nebraska Furniture Mart and there was a mix-up with the delivery order. Originally we had paid for the delivery and install to be done but the order got switched to just delivery which means that it was just supposed to be dropped at the driveway or front door, not even carried into the house. I am a 31 year old single woman and the packages were extremely heavy but of course I was expecting a delivery and install because that was the original order. The truck arrived at my house on time and one man stepped out. Anthony Bush was the delivery driver and after seeing that I was not expecting just a drop off he started taking the packages into my home with no help, although I tried. They were extremely heavy and this would not have been an easy job for two men let alone one. He got all of the packages into my home and then told me that there must have been a mix-up. I am so so thankful for Anthony who could have just dropped off the packages and left. He is a fantastic human and driver, you can tell that he has a passion for what he does and that people are his top priority. You can't often teach that level of caring and work ethic. I recommend Anthony very highly and feel sorry for anyone who doesn't get the chance to work with him or experience his kindness. read more

I just had a package delivered from HD by way of JW Logistics. I cannot possibly say enough about how impressed I was by the gentleman who brought it to my house. Julian called me in advance to let me know he was on his way which I very much appreciated as this seems to be a courtesy many businesses overlook these days. Add to this whole experience, Julian's effervescent personality! The moment he pulled up, I opened the door and waited for him. The absolute second Julian saw me, he greeted my with a great big smile and cheerful hello. Julian raised the bar yet another notch by bringing the package inside for me which I REALLY appreciated. Now....most people could have and probably would have dropped the package off, taken care of whatever 'details' they needed to for documentation purposes and left it at that, but not Julian. He took special care to ask me where I would like him to set the package down. Not everyone does that. Then.... he actually took time from his busy schedule to make some small talk as he saw some things sitting in the room related to an ongoing project taking place at my house. This kind gesture made me feel like more than just another 'customer'. That kind of personal connection really made my day. Julian's joyful demeanor was truly contagious! Well done, Julian. read more

So far not so good. I, like Lisa P in a previous review, have had issues getting my order. I had ordered a water heater from Home Depot back in mid April. I saw that the date kept getting pushed back and tracking said it was with JW. After a week of the date getting pushed back, I called Home Depot and they reported that the nearly 300-lb water heater was "lost in transit" and I had to cancel and reorder. I did so and I tracked it from it's origin on a different carrier to a JW hub, where tracking said it was Delivered and to be handed off to JW. This was a few weeks ago and tracking has not updated since. The delivery is to be in one day. I'll adjust my rating should it arrive at that time, but after reading other reviews, it's unlikely. Update: 06/18/21 - Unsurprisingly, nothing arrived; tracking still says it's at the hub city, 3 hours away, where it's been for the last couple weeks. Contacted Ashley at JW yesterday, but no response. Update: 06/25/21 - Tracking # changed, but is continually getting pushed forward, similar to what happened when it was lost in transit. Contacted Ashley again with no response. Home Depot has opened a ticket to look into this matter. A complaint will be filed with the BBB also. read more

Que and Thomas delivered a heavy couch to my place with no issues. They called and texted 30 minutes prior to their arrival, and unloaded the giant boxes into my home like they'd done it a million times before. With it being the busiest time of year for shipping, I didn't expect them to be so friendly! They didn't act rushed at all, although I'm sure they had a bunch more deliveries to make that day. They went out of their way to ask me how my day was going and how my experience was with my order/shipping date. I was already really impressed by their friendliness, and then they did something that really took the cake: they asked about my beloved Rihanna book on my coffee table, which is my most prized possession/bible. I short circuited with excitement, of course, and then flipped through a few pages to show them some of the visual masterpieces in it. I clearly was over the top with giddiness to talk about my favorite topic, and they feigned as much enthusiasm as they could to match my energy. Their friendly customer service was just the cherry on top of a really smooth delivery. read more

I had a great experience with JW Logistics after a difficult order of Patio furniture from HomeDepot.com. My original order for March 9, 2021 was supposed to be delivered on March 18 by Home Depot. My order was subsequently delayed several more times until March 31 when I was frustrated by the lack of transparency in the Home Depot's online tracking failures and lack of help or understanding when I called the Home Depot help desk MANY times. When I learned from the help desk that JW Logistics was the next company assigned to deliver my furniture, I contacted them directly (no HELP from Home Depot at all!). That's when Jason Press, of JW Logistics came to our rescue. I explained the situation, and he went out of his way to get my patio furniture delivered three days earlier than scheduled. He saved our Easter picnic! He was the only one to truly help me get my furniture. I hope JW Logistics doubles his salary, and I hope Home Depot will learn what real customer service and help looks like! Thanks, Jason. You are GREAT! read more

I ordered a large umbrella through home depot that was delivered by JW logistics. Delivery was free through Home Depot so I was pleasantly surprised by the quality of customer service provided by JW Logistics. There was an emergency with the driver the day it was scheduled to arrive and JW logistics contacted me with a sincere apology along with a quick solution to set up delivery promptly the next morning via text message. They were very prompt with delivery the next morning and had excellent communication offering multiple times in case the next day was not my preference. The delivery driver I had was very friendly and delivered it directly where I wanted without me having to ask. I wish I could remember his name to give him credit for a job well done. I'd definitely trust JW Logistics to help ease your mind when waiting for your most important deliveries. They came through for me and I would trust them in the future. read more

They told us they'd be delivering our IKEA furniture from 9:00 am to 1:00 pm. They failed to do this and said they attempted to deliver our items earlier but couldn't get a hold of me -- I actually called them back immediately after I missed their call and had been on standby on my phone all morning just waiting for them. When we got hold of them later, they said they could only deliver again from 5:00 pm to 9:00 pm. I insisted that they make it before 1:00 pm because I wouldn't be home the next day, but then they said the drivers already left the items in the warehouse so all they could do was wait for the 5:00 pm to 9:00 pm schedule. After wasting my time all morning, I had to wait for them to come again at night. To be clear, I already had a window set for 9:00 am to 1:00 pm, and they didn't show up and just called me once. Later at night, they arrived at almost 8:00 pm. This was the most horrible service I've ever had. read more

I think the Hulk delivered our couch!! I received a call 30-40 minutes in advance with the driver introducing himself and informing me they were on their way. We were having a 2 piece sectional + ottoman delivered and I swear, this ONE man lifted the 3 MASSIVE boxes over his head one by one and carried them into our living room. All by himself. It was the craziest thing I have ever seen. When I went to slide the boxes across the room, I could barely even push them they weighed so much. AND IM 6 FT TALL! This guy tossed these boxes on his shoulder like a 2lb bag of flour, barely even breaking a sweat. Easily the most impressive thing I've ever seen. He was super polite too. So, that's a plus. Thanks for the delivery and the strong man show Kayvone!! read more

I began working at JW Logistics in December of 2014 and don't regret a second. There is such a satisfying feeling when you wake up for work and are excited to go in. Since leaving the military in early 2013 I was searching for that team oriented environment that was missing from previous jobs. After my first day at JW Logistics I knew this was something different. My Co-workers were so welcoming and enthusiastic about what they did, It was such a breath of fresh air. I go in and give 100% every day and I can say this is the only job i've had since I left the military that gives me that feeling of accomplishment. I would definitely recommend anyone looking for a great work environment with outstanding professionals should look them up. read more

Sad that I can't give them a 0. I ordered tile from wayfair. I was guaranteed in front door, contactless delivery. A snow storm was headed my way. James and Soulja arrived and told me they could not provide the service I was guaranteed because the boxed tiles were on a pallet. No, they could not be removed from the pallet (12 50 lb boxes). They could only leave them in my front yard or driveway. I asked for the driveway because I was working. I had to move 2 cars to accommodate my delivery men ( or should I say children?). I sent dispatch a message, to which I have not received a response. I had to end my work day and move the boxes into my house with my 13 year old daughter. They suck. Two grown men that despise their jobs. read more

Alex brought my Home Depot order to my house yesterday. The delivery was scheduled to be here between 8 and 10 am . The package was super heavy so that time was perfect because I would be home to take delivery, and move it from my front door to the garage around back. Well as things happen I was called out so it left my wife here to receive it. When Alex showed up just before 10am my wife asked him if he would be able to wheel it around back and put it in the garage. Alex said he would be happy to do it! Needless to say when I arrived back home I was surprised to see it in my garage, nothing like having one less thing to hassle with. Alex was on time, courteous, and more than willing to take the extra step! Thanks Alex! read more

We ordered a double vanity with a marble top which weighed 350 pounds from Home Depot. It was delivered yesterday morning by on ONE of your drivers,Ernesto Chavez. He was not only polite, friendly, and prompt, but he alone delivered this heavy vanity into our bathroom. I wish that more delivery people were like him. And as a side note, this was a second attempt to deliver this vanity, because last Thursday one your older, and more muscular drivers refused to deliver this vanity into our home with- out another person to help him. Which also meant we wasted our time waiting around for Thursday delivery which didn't happen And we also had a handyman waiting to hookup the plumbing for the sinks and faucets. read more