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. read more

Ikea in Stoughton, MA uses this company as their delivery service. TRANSLATION: Ikea takes no responsibility for your delivery, and UE couldn't care less about your product or your review of them because they get so much work from Ikea. We were given a window between 8am and 12pm on a Sunday. We waited, and waited, and waited. A call at 1230pm from UE said the driver would be a 1/2 hour late.. um, obviously. At 130pm we called asking where our delivery was, and the company stated that they "are not responsible for meeting any time quote that was guaranteed" to us. Our items showed up around 215pm, and the movers were kind enough to add three huge gouges into our living room's hardwood floor - in addition to the damages left to our Ikea boxes/furniture! What an infuriating process. Why even bother giving me a time quote? Tell me anytime Sunday and I won't be so pissed off... Rent a truck and move your items yourself! That way you know what time they will arrive and that there will be no damage. read more

Actually my rating is ZERO STARS! This is the worst company I've ever had to deal with ... EVER! Worst customer service. I think I was put on hold for a total of 2 hours over the course of 3 days! My ikea furniture was suppose to be delivered Saturday between 2-6pm. Not only did I cancel plans during the time frame, but also waiting an extra 3 hours after just in case it was running late. Not only that, I didn't get a phone call until 9:30pm saying "Oh, the truck broke down. Please reschedule in the morning." So I called in the morning and was told that it was rescheduled for today (Sunday) for 2-6pm. Okay. I cancelled all my Sunday afternoon plans and I waited .... and waited ... and waited. NOTHING CAME. I called again and was told "Oh, the truck driver never made it to work today and the truck is locked up." Then, he told me that he promised it will be delivered next day between 10 - 2pm. Monday morning rolled around, waited ... waited... waited... NOTHING CAME AGAIN!!!! I called each hour afterwards to only get the answer, "The truck is about an hour away..." LIARS!!!!! At this point, I couldn't be respectful anymore. I called IKEA, I called Urban Express. I complained... a lot. It's now 5pm Monday and I still have not gotten my stuff. I've wasted hours and hours of my time, hours and hours of being put on hold (using up my daytime minutes!) I want a refund ... and then some. read more

I am another sucker from IKEA who used this service. Currently on hold with them (it's been an hour and eighteen minutes so far) to ask about a couch that was supposed to show up between 2-6pm. It's 8:22 right now. IKEA takes no responsibility for UE's horrible service and UE doesn't care if you give them a bad review because of their deal with IKEA. For the same $60, I could have rented a UHAUL and driven the couch to my place myself. And that's what I suggest others do as well. read more

First off, I was supposed to get a call the night before telling me what the delivery window was. Didn't get anything, so I had to call them, instead. The next day, I dutifully arrived home in time to await the delivery. 30 minutes before the window ended, I called them up to check the status of the delivery. Found out (after being on hold forever) that their delivery truck HAD BROKEN DOWN and that I would have to wait another 2 days for my mattress. If I hadn't called them up, I don't think I would have gotten this information. Very, very angry and frustrated. Never ordering delivery from Ikea again, and hoping I have a bed to sleep on by the end of the week. read more

We bought the furniture at IKEA and they recommend Urban Express. Shame on them!!! We have ordered an assembly service to Friday the 8th of July. We were supposed to get a call for the time window on Thursday. However we did not get any call so we called the company instead. The lady who answered the call told us that there will not be any assembly for Friday because the car of the assembly guy is broken. It will be on Saturday the 9th of July instead. The time window will be 11 to 15 a clock. Do you think they will show up? I bet they dont. I called Urban Express on Friday just to double check the the time window we have got was still okay. The answer is yes. Around 10.45 on Saturday morning I called again just to be on the saffe side. Guess what, the window has changed to from 4 to 8 pm without I getting any phonecall. I have now spoke to the manager on duty and he promised me that someone will really show up and he will credit me $50. Honestly it is not about money since I have already decided to pay for a service so I really hope this assembly guy will show up. read more

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. read more

I wish I could give this company ZERO stars. Our story is about the same as the rest on here. We live two hours away from IKEA, but knew which items we wanted, so we thought we'd save time and the hassle of taking the kids to IKEA for the day by having the two items delivered. Took a day off of work to wait for the delivery...truck broke down and they told us it would take another week to get the furniture, because they only come to our area on Wednesday. We told them that was unacceptable, as we had company coming that day and needed our sofa. They rescheduled for a few days later, showed up with one of our items, and part of another item belonging to someone else! We are still waiting for our wardrobe to be delivered, and we some other poor guys half a loveseat still sitting on our front porch. Customer service is dismal. It's like they're annoyed at us for even calling. Worst $199 I ever spent. read more

I had to work with Urban Express (UE) via an IKEA home delivery order placed in stores at the IKEA in Stoughton, MA. Issue #1: UE did not contact me to confirm my delivery, did not contact/call me when my delivery window was over, did not contact/call me the next day either to follow up. I had to spend THREE hours trying to get to a real person and ask where my things were. Issue #2: When my order was rescheduled, UE did not contact me to confirm my delivery. When UE did call me, it was right before my delivery window to inform me that they could not find my order and that they were "conducting a warehouse search." I asked Chris, the UE representative "if it made sense that they have no inventory management. If a delivery truck brings back merchandise, they [UE] have no idea where it goes." Chris's response, "no, it makes no sense." well Thank You Chris, for confirming something I already know. Issue #3: I was then told that I would have to call back and keep checking. TRACKING FURNITURE IS NOT MY JOB -- that's what I PAID YOU FOR. ISSUE #4: When I tried to call UE based on the number that was left in my voicemail, I was directed to NEW YORK. I live in MASSACHUSETTS. So the REAL delivery policy is this: Urban Express does not have the the same delivery policy as the one IKEA informs you about. When you select a delivery date and a four hour delivery window -- it is just for show. After talking to a representative at Urban Express (UE), UE is suppose to call you the day before to let you know when they will arrive the next day (i.e. you don't get to pick a delivery time). WORST EXPERIENCE EVER. If you want to talk to their management team, call (508)-941-6690 ext. 3201. Hopefully someone will be able to benefit from this awful week-long ordeal. read more

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. read more

Update 2/21/15 6pm: I've given a 2 star rating after I sent an email detailing my experience XPO Logistics, who bought UX in 2015. They replied within 2 hours. They were polite, apologized for the inconvenience, and made reparations. I encourage all those who have had similar experiences to contact them. I still had a bad experience with UX, but knowing that they are trying to improve is worth another star. 2/21/15 4pm: If you are thinking about ordering online from IKEA, please reconsider!! I didn't know they used Urban Express before ordering, but I'm hoping this review deters those who might want use them for their Home Delivery. They lie, repeatedly cancel delivery after you've been waiting all day, and don't treat their customers with respect. We ordered our items on Feb. 8th. Delivery was supposed to be Feb 14th from 2-6pm. I received a text Friday night. Saturday: No phone call between 2-6pm. I called at 6:30pm and was told they were running behind due to the snow. At 8:40pm they called to cancel outright because of the weather. I was told twice that I would be called in the AM to be rescheduled. Sunday: No phone call. LIES! I called and the local office was closed, the customer serv rep emailed the branch and I waited for Monday. Monday: We called in and the local office was closed AGAIN. Just to be clear, this wasn't one of the massive MA blizzards of 2015, I think we only got 8-10 inches, which considering the 6 feet I have in the front yard, isn't that much. The roads were clear, the sun was shining and skies were blue. That evening I got another text saying that my items would be delivered Tuesday from 1-5pm. Tuesday: 9am phone call from Op Manager at the Avon, MA branch, saying that they had to cancel my delivery AGAIN. I pleaded with the guy and told him that he could move my delivery back to later in the day and he agreed and told me that I would have my items between 6-10pm. Tuesday: 6:15pm phone call from Chris, the driver, canceling because his TRUCK BROKE DOWN. At this point I'm almost laughing at the whole situation. I pleaded with this guy too and he told me that he could "guarantee 110%" that I'd get my stuff by Wednesday after 5pm. He also told me that I was getting a REFUND on delivery charges, which I haven't seen yet. Most likely another lie to placate me. I told him to call me that night if they got their truck fixed he agreed, but I received no call, again. Wednesday: I got an email saying that my delivery was scheduled for Friday Feb 20th!!! When did Wed after 5pm become Friday?? I'm frustrated, but what is there to be done? Thursday: Received an automated phone call AND a text with delivery time from 10am-2pm. Had to take time off work AGAIN. Friday: 11am I finally received my delivery, albeit, incomplete. There was a small package that probably got misplaced during the dozen times they transferred my order from truck to warehouse and vice versa. Driver called 10 minutes in advance of arriving. I can't complain about the delivery guys because they were pleasant, they didn't speak English though, which was OK because at least they couldn't LIE to me. read more

It's a good thing the address isn't listed or I would probably show up there and give someone a piece of my mind. I purchased a couch from Jordan's and when I tried to arrange the delivery, everyone put me on hold. Literally, when I said, "I'm trying to arrange a delivery," the guy didn't even say, "let me put you on hold," he just said "oh," and clicked off the call. Anyway, thanks to the ladies at Jordans, who after half an hour of being on hold, called someone they knew at the company, I set up my delivery for a Wednesday, and they said they would call the day before to set up the time. Tuesday rolls around and they call and move my delivery to Thursday, with the promise of a confirmation call with the time on Wednesday. On Wednesday they move my delivery to Friday. On Thursday they moved my delivery to Saturday. Now, I was frustrated before but this is starting to be a problem. I was going away on Saturday at 11 am. I said to them that I could do Saturday if they absolutely promise I will be the first delivery, there is no way I can wait around for them. I was told repeatedly that this wouldn't be a problem, they would work with my schedule since they have moved my delivery date so many times. Friday afternoon. I am so used to the calls of, "we know you have a delivery tomorrow but we are going to reschedule it," so I call Urban Express to verify that I am getting a delivery early Saturday morning. The woman confirmed it and even put a note on my order saying I had to get it early. One hour later... they called again to reschedule my delivery. This time, I said no. No, they cannot reschedule me. This won't work. I am going away from Saturday at 11 and I won't be back until late Monday night, followed by 5 consecutive 14 hour days at school, so no, there is no other time. The guy said he could deliver it Sunday, and that was the best he could do. Um, no, buddy. I won't be there. I JUST said that. I asked to speak to a manager, because I was sick of being treated like this, and was told I couldn't. The guy at Urban Express actually suggested that I cancel my vacation so they could deliver it. Yes, buddy, because that's really going to happen. After an hour of arguing, I was close to tears. I told them to bump someone else off the truck, someone who hadn't been rescheduled four times already, and they basically told me I was out of luck. They finally agreed to delivery it to me at midnight on a Friday night, which meant that I had to cancel plans, but it was worth it to finally get the couch I paid them to deliver. By the way, when the three delivery men arrived with my couch, they ripped a giant hole in the bottom right in front of me. They took absolutely no responsibility for that. Through every step of the Urban Express experience, I felt like the employees treated me like a chore, an annoyance they had to deal with so they could go home. I never once felt like a PAYING customer. I never once felt valued. Terrible experience from start to finish. ***UPDATE*** So after seeing this review, I was contacted by someone in Operations at Urban Express in New York. I've been contacted by businesses before, but usually they just want me to take down my negative review, without looking to rectify the situation or address any criticism (I'm looking at you, Daisy Buchanans). This time, however, the guy seemed really concerned and wanted to look into where exactly my experience went wrong (the beginning). So I emailed him my full name and date of my purchase and ended up talking to him on the phone. He explained that due to the hurricane the week before, the Boston Urban Express didn't have power for several days and shenanigans ensued. Sure, that's not my fault and they MOST CERTAINLY should have handled my situation better, but it did shed some light on it. Should they have rescheduled me 5 times? No. Should they have let me speak to a manager when I asked to speak to one? You betcha. Did I have an absolutely horrible experience? Indeed. But they apologized sincerely, took full responsibility, and even gave me my money back. That's huge. Urban Express really wanted to make things right. I really appreciate that and while I'd be a little weary of using their services again, I'd probably suck it up and do it. Assuming I get past the half hour wait. read more

Before this past weekend I never even knew Urban Express existed. I went to IKEA with my girlfriend to get some stuff for my new condo. Saw a great deal on a couch that had got marked down 30% because it had been returned without the box. BTW: that's a free IKEA tip for everyone: go to the "as is" section and get some good deals. So, I get the couch. I try to fit it in my girlfriend's Honda C-RV, knowing that it won't fit, but i hate paying for delivery services, I'm one of those do it yourself people and thought that the 20 minutes spent stuffing the couch into the lil C-RV with it being 6inches too long was worth it... IF ONLY IT FIT! Urban Express: I went to the delivery desk and talked to the IKEA delivery guy. He was nice and really helpful. Setup the delivery for Saturday between 2-6.I naively thought that IKEA delivers themselves but they basically hold your stuff and a company called Urban Express takes your merch and "brings it to you." You might have noticed the quotation marks there. That's because their supposed job of being a nationwide delivery service is comical at best. So, originally between Saturday from 2-6pm my couch would be delivered. The day comes and I get a call around 4 and the driver says that they will be late and it will be there between 6-10pm bulldozing my plans for dinner with a bunch of friends. I'm an optimist though, so I was like "ok, this will give us more time to organize my new living room"...but it was really all set and just needed a couch to really tie the room together. 9:30 comes around and I reach for the hard liquor to drown my couch-less sorrows...knowing they aren't coming. I get up the next day and realize at 8am, that I didn't even get a call...WHERE is my couch!!? After about 2.5 hours on the phone with some very rude operators who never could quite figure out my name an address(Tip for anyone in customer service: write down the person's name and address you are talking to on the phone if applicable...they will like you more because asking 6x in one phone call for the same information is not endearing). So, we are told the delivery truck had problems the night before and couldn't make it to my condo. But the truck will be there between 2-6! While that was still unacceptable, I accept my fate and start to weave our plans around that to get back from a graduation party in time to get back for the truck. We get back and wait... no truck. I got a call asking us to complete a survey on our experience with Urban Express to which everything was negative because my living room was still couchless. Being an IT guy, I also realized that their system thinks that our couch was delivered...Optimism giving way to anger... Sure enough, I call back and punch in the order status for the order. Delivered! Great, So, I call back, and am on hold for about 40 minutes(not joking) until I get someone, who again doesn't have much to tell me. I am usually a nice person on the phone and I have worked customer service for years in my past work experience and hate getting upset at people on the phone they didn't lose my couch, but nobody at this company really gives a damn. So I start getting huffy and get transferred to the dispatch manager Kim. She was actually very helpful. If they had a whole company of Kims, they could be much better off. She took responsibility for this fiasco, gave me her cell number and said I'm getting a full refund on delivery charges, which by now felt like a drop in the bucket, but I was thankful to talk to someone so competent. She actually knew what happened to the truck and told me that it had indeed broke down and was now at a garage with my couch safely inside. However, the garage is closed because it's Sunday and they are trying to get the people who own it to open the garage. REALLY?! So, there was never a chance of my delivery coming in on Sunday because my couch is sitting in the back of a truck in a locked garage. Life happens and I am not upset at the truck or the garage. Trucks break and garages close on Sundays. However I am upset at the lack of follow-through on their part to let me know the situation. Call me if the status changes, don't waste my whole weekend! Needless to say, it's Monday, the couch is going to be "delivered" at 7pm tonight. This should be painless right...? read more

Myself, like many students went to Ikea to purchase some new funiture and opted for home delivery and assembly from Urban Express. For delivery I had set up a time in the late afternoon the next day. 4-8pm was the time we agreed on at the store. At 9:30pm I received a call saying the delivery guys were on their way. It's amazing how one can still be 2 hours late with a 4 hour window for delivery. Home assembly is an entirely different section which you have to call and request separate from delivery. I called and paid them the $90 upfront and they said they would call me the night before with a time. The night before they call and gave me a time of 9am-1pm appointment for assembly. Repeat: THIS IS THE TIME THEY GAVE TO ME. Here's a timeline of events: 9am - 1pm: 4 hours came and no guy. I called customer service at 1:10 and explained that the guy never showed up. They put me on hold and told me that the guy was having car trouble but would be there. I was at work and nice rep said he'd call me when you were 15 minutes away. 1:45pm - I call Urban Express back still hadn't heard from the guy. 1:50pm - Your rep gave me a call letting me know he was 10 blocks away. I left work yet again and power walked back to my place in greet him when he arrived. 2:00pm - still no guy 2:30pm - I call Urban Express again. Again they say he's only 30min away. I'm beginning to think they should take the "Express" out of the name. It might be false advertising. 3:00pm - Next time I call clearly I'm tired of waiting. Not only did those guys take me for a ride tehy were jerking me around by saying it would only be 30mins more EVERY TIME I CALL. Seriously, I'm trying to be polite as I know customer service is just a crap job but I work for a living. Waiting those extra 30mins X 4 was costing ME more money than I paid to have that bed assembled. 3:30pm - I'm pissed off. Urban Express has now WASTED 7.5 hours of my life that's $135 I would have made if I was at work instead of playing phone tag with their customer service. When I called I made that perfectly clear that Urban Express set the time, not me. AND they were being unprofessional. The rep said they would credit my account $40 for the inconvenience and I said thank you. I should get something for the pain those guys were putting me through and of course they said again he'd be here in LESS than 30 minutes. 4:00pm - Finally by some miracle the guy shows up. Tells me he told the service guys he was coming from Lynn. There's no way he was getting here in 30min. 4:30pm - My bed is complete. Ironically I now had to go to work until 11pm for all that time I spent waiting 30minutes for their guy to assemble my bed. I'm glad it only took him 30 minutes. Too bad I wasn't able to sleep in it as I had to work late and make my deadline. One of us has to be professional and it's not Urban Express. Next time I'll rent a Zipcar and put an ad on Craigslist and hire some college graduate who just needs some extra cash to do it for $50 bucks. I bet he would have been here on time. Those crooks never did give me that $40 refund, I also sent an e-mail complaint to their service department but will probably also report them to the BBB. read more

Never will i ever use this service again. This review is about the assembly dept. The assembly guy kept asking me to help him and hold pieces for him and i did at first but things only got worse. He started hitting on me and i was half disgusted and half scared. He made sexual comments about my body and face. I didnt feel safe at all. He even left all of the garbage and ikea boxes spread out in my apartment. I would have asked him to remove them but i was very uncomfortable with him and just wanted him to leave. I called UE to report this and the woman i spoke to Lakima or Lakisha was very rude. She told me a manager would call me befire 6pm but no call. This company wont last long they are a shit show. read more

Urban Express is like Comcast, they are impossible to get a hold of, say they will leave a message with a delivery window the day before delivery but having had to use them 2x (only ikea delivery service) they never do, and the costs are astronimcal. And after finally gettting a delivery window (after being put on hold for 30 minutes) they didnt come then, and when they finally did come they had forgotten several parts. read more

I bought a ton of IKEA crap online to try to make up for the 300 dollar delivery charge. I got and email with a date. They tried two different phones to set up the window. Called 15 minutes before arrival within said window. I didnt ask for much, just throw it in the garage. They were nice guys. I enjoyed working with them. read more

The saga is not complete yet, but so far our experience mirrors many of these others, including: - unprofessionalism on the phone - damaging our ikea order AND our new floors during the delivery - having a "glitch" and failing to come replace the damaged items on the day promised - so far, failing to meet 100% of predicted delivery windows We will have to see if the replacement items show up today (on the phone yesterday they said 10-2 but I called today and they said 2-6). After reading the rest of these reviews I am feeling even less hopeful. Can't believe we paid for this service. read more

I'm absolutely fuming. TL;DR QUICK RECAP: Person 1: "delivery on Wednesday" Email: "delivery on Tuesday" Automatic Phone Line: "delivery not scheduled" Person 2: "delivery on Thursday" Me: "you're all worthless" -- Details below -- Placed an order with them through Ikea for a mattress. They had the wrong address on delivery day (not their fault) -- the right address is 2 streets over. They say they can't come two streets over unless Ikea authorizes first (this is why I prefer working w/ small biz and not corporations). If I can do it within the hour they can deliver. Call Ikea -- get authorization within an hour. Ikea tells me the driver has already left the area. I call Urban Express -- driver has left the area, need to reschedule. Ikea needs to charge me $50 for the resched. FINE I just want to sleep on a MATTRESS. Urban Express supervisor Chris tells me I can resched for Wednesday and they can accommodate nighttime delivery. First I need to (1) call Ikea (2) pay them (3) schedule for Wed (4) Call Urban Express to sched and request nighttime hours. Lets keep in mind there is long hold times for all of these steps and some of us work a 9-5 job. Confirm on the phone w/ Urban Express -- delivery on 10/29 from 4-8PM. I asked to speak with Chris who I had spoken with before to REALLY confirm this. Lady on the line won't let me talk to him, puts me on hold and talks to him, then comes back to me "yes you're fine." Get an email from Urban Express on 10/29 that my scheduled delivery date is 10/28 (???) Enough of this nonsense -- I call to confirm. Urban Express automatic phone line tells me my delivery is NOT scheduled. I wait on hold for a human - guy on the line tells me my delivery is scheduled for THURSDAY. QUICK RECAP: Person 1: "delivery on Wednesday" Email: "delivery on Tuesday" Automatic Phone Line: "delivery not scheduled" Person 2: "delivery on Thursday" Me: "you're all worthless" I ask to be transferred to Chris to clear this all up. He is not around, will be back in 20 minutes and he will call you. SUUURE he will. Can I have his extension in case I need to call back? No you can't have his extension. Well what if he doesn't call back? Just call again and I'll transfer you. OH great more hold time. So here I am sitting waiting for this call that I doubt will ever come. And no, I don't have a mattress to sleep on yet. read more

I am completely satisfied. We bought the furniture from Jordans. The ordering process was a little cumbersome but we got the job done. Delivery time was between 10:00 AM and 2PM on a Thursday. The guys showed up just after 11AM. We had 2 small pieces and one large piece delivered. The guys brought all 3 pieces up from the loading dock, placed each piece and then took the excess cardboard with them. I would recommend and use Urban Express again. read more

1 star only because 0 is not an option!! They are liars! I took the day off to wait for my delivery which had a 12-4 window. At 12:17 I got a call from the driver saying he couldn't find my house in GPS. I was changing my baby's diaper but missed the call and called back 5 minutes later. He didn't answer. In the meantime, I got a message from the company saying the driver can't reach me. So I called them. It was about 12:30 now. They said the driver was at my house from 12-12:25 but I wasn't here?! So I say, well can he come back? And they said he's too far. WTH????? I spent 15 minutes arguing with them and got nowhere. They told me I have to call Ikea to reschedule. Ikea says since they marked it as "no one home" I now have to go back to the store and re-order. WHAT?! read more

I was very apprehensive about Urban Express after reading the many negative reviews here. Since I had already ordered a couch from Ikea that was being shipped through Urban Express, I didn't have another option, though. Luckily, they were great. They called a day before the scheduled delivery to confirm timeframe. They gave me a four hour time frame, and fifteen minutes into it they called to say they were in the area and would be at my apartment in five minutes. Two minutes later, they were there. Twenty five minutes into the window, they couch was delivered and they were on their way. They were polite, pleasant, and efficient. They got the job done. I debated a bit between four and five stars, because frankly, it's furniture delivery so it's not like they blew my mind, but I can't think of anything they could have done better -- this was truly an 'as good as it gets' experience. read more

Ok so its been about 45 days now since my PAX wardrobe was delivered and my cabinets are not assembled. The first time they came they got to my house late and stayed until midnight trying to finish it. They did not finish and pointed out a broken piece of glass (which, from all the noise I heard, I suspect they broke). They said they would come back after i got a replacement from ikea. That took 2 weeks to receive. I called the guy on his cell phone a week ago and he said he would come on friday aug 2 after 3 pm. So of course i waited all afternoon and evening for nothing. No phone call either. The next day i called his cell phone and got a non english speaking woman. I hit a dead end and i am very very angry and frustrated at this point. So now began the endless hours on hold with Urban Express. I have called and called and been on hold for hours since August 6, (the day Urban Express told me: "Please call in to schedule 212-855-7777" ) I have called that number and talked to customer service many times and been told various people were going to call me back (like someone named Wesley Cherry, Eric from the warehouse and Marie, Megan, Rose, Curtis...etc.), I am at my wits end .... this is the most idiotic situation I have ever encountered trying to get service. It has been going on since July 9 when my IKEA order was delivered. We are talking almost 2 months now to get a wardrobe assembled! Getting these 2 cabinets has been one big pain. I needed to move out and into my place Aug 3 ... Set in accordance with the aug 3 friday date given me by Urban Express. Now i have a house piled with stuff that should be in a closet and a living room I cant use because it is piled with PAX parts. But they have my money of course and I keep getting the run around. read more

DO NOT EVER USE THIS SERVICE. IT'S NOT WORTH IT! I needed to get an Ikea bed assembled. I was given this contact from my local Ikea store - Stoughton MA. I was given a "tentative" timeslot for Saturday. They were suppossed to call me back and confirm the exact time. They NEVER did. I called them. I was put on hold for so long by a woman who told me they had no record of me in the system '(despite the fact I had PAID up front). After 30 mins of waiting for her to come back on the phone I finally hung up and called back again only to go through a similiar process. I finally managed to confirm the assembly time for between 2 and 8. By 7:00 I still hadn't heard anything so I decided to call. I spent a long time on the phone again and I was told that they would come before 10:00 pm. So, I'd been a prisoner in my aparment waiting for these people since 2 pm. Around 9 pm I called back again. And was told they would be there soon. Finally at 9:30 someone called me (the first time they had ever called me) to tell me that no one could come on that day! So, I had spent all that time waiting for nothing! I was promised that the next day someone would come between 12:00 and 2:00 and that I would be the first stop and it would be closer to 12:00 then to 2:00. I was also told it would take only an hour for them to build the bed. I had given them the product numbers so I assumed they were giving an accurate estimate. At 2:00 I still had not heard anything, Another series of phone calls ensued. They told me that the assembly men had been delayed at another stop. I reminded them I was suppossed to be the FIRST stop! They also told me that the assembly men should have contacted me directly. They did not... Anyway, I was angry and yelling at this point and was granted a $30 discount. The men finally arrived around 4 pm. And it took them THREE hours to put the bed together! And I felt bad for the men. They were outside contractors of Urban Express and obiviously were not prepared by Urban Express for the extent of the job (putting together the slates of the bedframe). They also can't have made much money off of the deal since I only ended up paying $60 after my discount. Anyway, do not use this company for anything but delivery. They are no good. Better to hire a local home improvement or hourly person to help you if you need help with assembly. read more

After I ordered from Ikea, I didn't know they used a different company for deliveries. Usually moving companies give a 4 hour time frame however, this company gave me a 12 hr gap (9 am to 9 pm). They showed up before 5. Anyway, they were quick and careful. Roughly 7 minutes after they left, their company called with a automatic survey asking if all my items were delivered. I thought that was way too soon. Next time I will be picking everything up on my own. read more

This is by far the absolute worst company I have ever done business with in the 27 years I've spent on the planet. I've never been more certain of anything in my entire life. NEVER. Back in October 2011 I was referred to Urban Express through IKEA's home delivery service and their people delivered the furniture to my new apartment without any problems. However, the trouble started a few days later when they were scheduled to actually construct my new bed and chest of drawers. Not only did they miss the scheduled window but their customer service representatives would bounce my calls around, repeatedly promising to call me back only to mysteriously forget to do so. Six hours later I was finally able to speak with the manager who told me their intended worker's truck broke down and they were looking into a replacement. He said he'd call me back immediately with the updated information. OK, stuff happens. Two hours pass and I'm still sitting around waiting for their call. I finally call them back and ask them what's happening, only to find that my appointment had been pushed to the following day. Thanks for letting me know. I was pretty upset that I had to miss out on an entire day of work at my new job, but hey, that's life. Yet I was absolutely infuriated the next day when not only did they miss their target window yet again (by three hours), but after calling them for for the umpteenth time I finally got connected with the manager who was less than patient with all my previous inquiries as to what was going on. I requested that he reduce the price for the poor service I was receiving, to which he retorted, "How about I charge you nothing and just not come?" Way to reach out to your customers, buddy. Somebody finally arrived toward the end of the day (yes, I missed a second day of work) and to his credit, he was extremely apologetic and efficient. But the experience of having my calls bounced around and the manager's rude behavior over the phone left a bitter taste in my mouth that still hasn't completely washed away. I wholeheartedly urge people to stay away from this company by any means necessary. Find an independent guy on Craigslist or something to put your IKEA stuff together and save yourself the headache you would otherwise receive at the less-than-professional hands of Urban Express. read more

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. read more

Please Ikea customers, beware of this useless and incompetent company! You better hire a private person or different company to assemble or deliver your furniture. Our experience was horrible and left us with a scratched up hard wood floor after a lot of aggravation. Assembly of bookshelf? $90. Ok. When the guy finally came, he couldn't do it because I didn't have the manual. It's a fairly simple bookshelf that I once put together myself. Was never told they needed the manual when placing the order - these guys do this for a living, no? Anyway, apparently they can't and also have no internet or other ways to get a manual, so we had to re-schedule and print them out a manual from the internet. It is beyond me how a company like Ikea partners with a company like Urban Express. read more

Just going through a terrible experience with Urban Express, I would not recommend... compiling a detailed complaint to BBB, CEO and other consumer reviews. Stay tuned... read more

Where are they? They told me they would deliver between 9am and 6pm. It is 9:16. I am about to complain to Ikea for their sorry excuse for a delivery company, read more

I am very pleased by Urban Express' service. I found them to be professional, and on-time (in fact, before time!). My job keeps me out of town for most days of the week, and having read the 1-star reviews below, I was really stressed whether urban express would deliver my furniture on the expected date. It worked as expected. I got an automated call the day before my delivery date telling me that my order would be delivered between 2-6pm. On my delivery date, I got a call at 1.15 pm saying the delivery truck would be outside my building in 10 mins. At about 1.30 - 1.35, the truck showed up and two professionally-dressed and well-behaved delivery folks delivered my order. At 1.55 pm, I was in my home with all my furniture. Side plug about the customer service - having read the reviews, I got (unnecessarily) nervous and called the customer service two days before my delivery date. I was afraid to wait on the line for multiple hours, given Amanda L's experience, so I chose the option of having them call me back. I got a call in ~ 45 mins after that. Would recommend that you choose the call-back option as well - far less stressful and from my experience, I can say that they definitely call back. read more

I used Urban Express to deliver IKEA furniture. An automated phone call scheduled the delivery day a few days before and a person called the day before with the 4-hour delivery window (10am-2pm). The movers called shortly before arriving at 11:45am and off-loaded everything in 15-20 minutes. Service was polite and fast, though maybe a bit too fast because some of the boxes were slightly torn. That being said, all of the merchandise was undamaged and I am satisfied with the service. read more

Their delivery people were on the job, strong, and flexible. That part all worked as expected. The reason this is a 2 start and not a 4 star is their customer service. I could NOT reach anybody, so the person running the automated phone system in Boston needs to pay more attention. They give you three options, or the bail-out of "option 0" to speak with a human, I tried options 1, 2, 3, then finally 0, and got the same message that the system could not transfer my call at this time. I assume all the customer service reps were busy, but that's why you need to have a callback option or have a working automated system that actually takes a message. I'd rather get a busy signal than be told "sorry, nobody can help you". read more

Have to go with another reviewer and if it were possible would give this HORRIBLE company ZERO stars. IKEA in Stoughton will also get a big fat ZERO for employing such a terrible shipping company. To make a long story short (and it's been a long story), we ordered over 1K worth of furniture from Ikea in the beginning of December. We've called the shipping company Ikea outsources eight times, and have been LIED to every time about why they cannot keep their scheduled delivery time. We've heard everything from Ikea never sent the merchandise (lies) to the truck broke down. After a 4th "confirmed delivery promise" "fell through" we have finally decided to cancel the order and get the furniture ourselves. Throughout this whole ordeal, Urban Express has never once called us. We have always had to call them. They have, however, already tried to cover their tracks with Ikea by putting in false comments about their inability to deliver the items blaming us! Un-freakin' believable! Buyer beware....don't ever take Ikea up on their delivery services unless you want to wait and wait and wait (and possibly never get) the items you've paid for! read more

Urban express oh where do I start.. I made an order at Ikea on 4-14-12 for kitchen cabinets. my delivery date was scheduled for the next day the 15th between the hours of 2 pm and 6 pm. at around 3 pm I received a call from the driver stating that he would not drive down revere beach boulevard because trucks are not allowed on that road. I explained to the driver that that is not true in cases of deliveries to residences I even called the state police and was assured by them that it was ok. I called the driver back to tell him what the state police said and he still refused to come here. because of this nonsense urban express called me to reschedule the delivery with a smaller truck. we agreed that tuesday the 17th would be a good day between the hours of 2 and 6 pm. during the time when the delivery was supposed to take place I got a call from the driver thing that there was a glitch in the system and that I was actually scheduled between 6 and 10 pm. this is not possible for me because I live in a condo and have to follow the condos rules for delivery hours. so once again I was forced to reschedule a delivery for the third time. The third delivery was scheduled for thurs the 19th between 2 and 6 pm. I was leaving for vacation at 6 am on friday and the work was supposed to be done while I was on vacation. I received a phone call from urban express at around 5 o'clock and they told me that they were running late. 8 o'clock finally rolled around and I had to talk to my condo association about bending the rules because I was going on vacation. they explained to me that if I had the delivery done I was going to receive a fine from the condo association. on thursday night I talked to a man and we came up with a deal saying that I would call him as soon as I got back from vacation. he assured me that when I called he would schedule the first delivery of the day for me. unfortunately they did not wait for my call in went ahead and scheduled the delivery themselves for Sunday the 28th. I let them know that I did not make that delivery date and that I couldn't do it. we decided to reschedule for the next day between 2 and 6 the next day I called around 12 pm just to see if everything was on schedule. the person that I talk to told me that my order did not show up to the warehouse yet and would not be out that day. I grew furious over the phone and finally lost my cool. I ask them when they can make a delivery date that they could actually make it when they say they will. I had left work twice early and took a day off to wait for the deliveries. we scheduled the last in final delivery for tuesday between 12 pm and 4 pm. I took the day off from work to finally get my order which once again never arrived. I called them 1 last time at 4 o'clock and told them that I am not rescheduling with them and I do not want them delivering my order. I will never donate 1 more second of my life in waiting for them to deliver me anything. it is as if they are in the stone age because I still get calls from them trying to reschedule the order. I have never in my whole life dealt with a worse and more unprofessional company. 6 deliveries and they failed every 1 of them. my kitchen is supposed to be done by now and instead I don't even have the cabinet yet. don't ever use this company! Zero stars. read more

Look, if I can give these guys a 0 star, that's what they deserve. I had Ikea delivery set up with them. The time frame of delivery was 9am~1pm. They called us the first time during 9am which we confirmed that we are at home. Until near 1:00pm they called a 2nd time asking us if we are home and if we can open the door for them. However they did not arrive at the time so I told them the correct address again, which they said they are at the right address and they have waited for 20+ minutes and rang the doorbell. Wtf? I'm sitting at home looking out at the road and they were not there. And as the time frame expires at 1:00pm they said look you missed us so we refuse to delivery. I have no idea what kind of fiction they are telling their clients - if you are not at the right address before the time frame expiration then it's your client's fault???? DO NOT use this service and do not rely on Ikea Stoughton for delivery. read more

After I read all these reviews here, I feel like my problem with UE delivery is not nearly as bad. I'll give it a one-star because I'm afraid if I give zero the system would think I didn't rate it. It looks to me that UE is a business similar to AAA, which contracts local delivery companies to do the work and they make the money as the middle man. There is really nothing wrong with this business model, but the fact is that my bad experience is with UE customer service reps only and the actual delivery people are not doing a bad job. Short summary of my experience is that someone called me one hour into the promised time window to inform me that "truck broke down and you'll need to reschedule". This guy offered some kind of sympathy of the situation but when I asked for remedy nothing was offered at all. It is just bad practice for a middle man to pass the risk onto the end customer without absorbing any operational risk! The next day, another woman called 4 hours before the new promised time window and asked if they can come now because "the drivers are running earlier". I declined this possibility as I was out and she told me "I'll see what I can do", no apologies were offered at all. Anyway, the delivery guys finally came and delivered our stuff. I'm just thinking that these people are not supposed to work in the customer service industry as they are not properly trained to talk to the customers. And I would blame the company's management for this. Staffing and training are some of the most important aspects of management. I feel obligated to share this experience so people can make informed decisions when they need delivery service. Bottom line: Urban Express is a middle man and they were doing a horrible job as a middle man and they don't care about the customers. read more

These guys are scam artist, Stay away. I ordered same day Ikea home delivery and was assigned to Urban Express. Day 1, they did not show up nor call to inform us of the reason. I waited till way pass the assigned window for delivery. Calls to the service center was unanswered. Day 2, I was lied to, first they promised to deliver within a 4 hour window and guess what, they did not show up nor call. When I finally reached someone on the phone, they gave an excuse that the delivery was assigned to a driver who was not working that day. They apologized and promised to deliver on day 3. Day 3, I got a call telling me the truck broke down and asked me to call in and reschedule. It took hours before I could reach someone on the phone and I still do not know when my items will arrive. Stay away from IKEA home delivery and these people at all cost. IKEA should be embarrassed of themselves for putting their customers through these untrustworthy people. read more

I have gone through this two years in a row. I have to buy multiple apartments worth of furniture through Ikea and I need delivery and assembly service. However it is a nightmare . For the 2nd year in a row, missing items, delivery not made, hours outside the window they give you, you name it, it has happened. Guys are nice enough but the scheduling and reliability are HORRIBLE! They need to stop overbooking! Next year I will hire someone privately! read more

This company is so bad, it has actually motivated me to write my first Yelp review. I'm sure this company actually delivers some things to some people every now and then, hence the couple of good reviews, but in general, having things work out as you expect is an anomaly with this company. Long story short, I ordered from IKEA, was notified that Urban Express (UE) would be delivering my furniture, and no one ever came. Even after calling UE directly and them trying to track down their driver. What really set me off though, was that when I called IKEA to complain, they said their records showed that the driver came but I "wasn't home". As I live in a full-service doorman building in Boston, in which the staff receives all deliveries (and which requires you to check in with the front desk to even park near the building), this is an impossibly nonsensical explanation. So in essence, Urban Express lied. And reading some of the other reviews here, this seems like a relatively common event. IKEA has lost my repeat business because of it. For anyone else thinking of ordering IKEA, think twice if your items are too bulky to be shipped UPS/Fedex. read more