Incidence: we received two furniture's with West express delivery July 17, 2021. Two delivery man left tremendous damage to our home and the incidents happened right in front of my wife on the first floor while they were bringing in the pieces of the furniture. After the incident occurred one of the gentleman attempted for my wife to sign the "waiver" for no responsibility on damage to the property during delivery. My wife did not sign the document. As it was too late as damage was presented right front of her in action. We sent an email and called bedroom discount furniture the same day and made a complaint regarding the damages that was left behind. As they are business entity hiring west express. Bedroom furniture discount communicated with West express and west express neglected for two weeks to respond back til they said that there were no report being done on the receipt of the furniture West express only communicated with bedroom furniture as they did not respond to any of my phone calls and left messages At this time bedroom furniture discount advised us to email at this email address with full detail of the situation It's unfortunate it' seems both parties bed room discounts furniture and west express is not wanting to take proper responsibilities for the damages that was left behind that my wife visually observed happen in person. It doesn't matter if we wrote it on the receipt of wall damage or not as there was no proper guideline or statement on the receipt stating so to place wall damage. It was plainly signed for the specific statement of receiving the product. Delivery company west express also DO NOT have waiver of no responsibility for property damage signed by my wife Most educated people utilize specificity of statement and proper guidelines to support their grounds. I have already started the process with a colleagues attorney to take over and pursuant of personal property damagelawsuit. As I take negligence very seriously. I assure you along with bed room furniture discount you'll be advised to turn in all correspondence emails that I I have made with great attempts from day of damage up to today with ordering company and hired delivery company by bedroom discount furniture Not a competent move on neither of you 2 parties to leave a customer in this position with damage on property and not taking proper responsibility I placed all attachments and photos along with the receipt photo I hope there's a positive conclusion that is proper and responsible by the delivery team hired by ordering company or the ordering company itself accordingly as I will not be stopping on my route having either or both party to pay for all the effort, time and expense behind attorney that concludes that I place behind this negligence read more

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Zero Star business. Terrible terrible customer service . They never return back phone calls and messages, never give through estimate date, and drag their feet for weeks and weeks and weeks before they give any dates. It's a horrible business with terrible practices and solid businesses should never do any business with this company because they are dragging their business down. read more

Having spoken with a rep from West Express several times regarding the fact that a semi truck would not be able to get down our lane, I was assured that all would be well and they would have an ability to deliver the furniture. The delivery was scheduled and then I was told that the truck has broken down and the delivery would be postponed. The truck eventually arrived and had no ability to deliver. The driver was going to be quite happy to return to NC with my couch (I live in the Pacific Northwest). I hired my contractor on an emergency basis on Saturday with three helpers to unload the couch and the chair from the truck, place it on their truck and deliver to my house. I asked one of the truckers to come to my house to do the white glove unpacking etc. He reluctantly came and then stood and refused to assemble. He did nothing. After he refused point blank, my contractor's employees had to unpack the furniture, install the legs and ensure (with my help) that the furniture was in good condition. The trucker then left, refusing to take the packing material with him. I then had to pay to take it to the dump. You consider that White Glove delivery? Terrible experience and I have insisted they reimburse me for the cost of hiring my contractor to deliver and if they don't reimburse I will take them to court. read more

What a terrible, horrible experience!! Have been waiting WEEKS to get our sofa delivered. We bought our sofa through Hickory Park. We live approximately 3 hours away. We have been in contact with this delivery company for weeks. Once we received email notification this company would be delivering our sofa, we started calling (with no answer) for days on end. Then FINALLY received a call back...we were told our sofa would arrive on the week of March 7th. Then told it would be week of March 14th. Today we are told it will be the week of March 28th, which is almost two extra weeks away!! They keep saying they have gone through a company merger and things are slow. That is their problem, not mine. I would never, never use this company again. Complaints should be filed with the Better Business Bureau. Our product was paid for in full to Hickory Park on February 11, 2021. read more

Wife ordered a chair in January that would help with her health problems. Delivery was set for 6 weeks ago. Delivery company elite uses never called, never showed. We sat waiting for 4 hours. They then rescheduled for this week. I cancelled an appointment and sat while they didn't show up again. They called 2 hours in to say the truck broke down and the delivery guys had to go to ER. We then rescheduled for today from 3-6. It's 7:30 now, they haven't come or called. I went to west express (delivery company) reviews and they are horrible. And there's a reason for that. We spent almost $2000 on a chair 7 months ago and have been stiffed 3 times on delivery. This is unacceptable. read more

DO NOT USE! They will not answer phone calls or emails. They picked up a piece of furniture for a client on August 7th and it is October 4th and we haven't heard a peep from them. I have called multiple times and emailed. No response. read more

The store I purchased our H&M sofa used West Express for our White Glove Delivery. The scheduling department manager was friendly and very informative, keeping me updated throughout. The 2 delivery men who brought my sofa were wonderful. The sofa was a few inches larger than our doorway. These guys carefully removed the feet, door hardware and brought the 400 plus pound sofa into our home. Never a complaint. I highly recommend this company. read more

Zero stars! What a terrible company. Such promises and none fulfilled. I ordered my furniture to be delivered to California mid-January and here I am second to last week of February. This is the week they said they would be delivering-Wednesday or Thursday. They said I would get a call Tuesday or Wednesday to set up my time of delivery. So here it is Tuesday and I was wondering if the East coast office or whoever it is they use in my state would be calling me so I called the office. Guess what! The office is closed. Hmm, must be nice to have an extended holiday. Not a cheap delivery cost and certainly not stress free. The next promise is "white glove" and pre-inspected. We will see if that holds out. I will never use another company that delivers with these jokers again. Don't use this company! If you are set up to, find a way out of it-it's not worth it to deal with them. read more

Had a H&M Chair, Ottoman and couch delivered . Delivery Arrived within the delivery window . Delivery men were courteous and careful , the Items were wrapped in blankets and arrived in perfect condition . read more

Worst company for deliveries, they damage my door. Dont use them, they are horrible. The guys who brought my furniture damage my door and the furniture becareful read more

West Express received my furniture on November 15 and will not be delivering it until the week of December 16, if I'm lucky. I had to call them to find what was going on because they had no record of the shipment in their system. The very rude receptionist told me I would not get my furniture until February 2020. I said that was unacceptable and she put her supervisor, Shorty, on the phone. Shorty, lied to me and said they didn't receive my furniture until November 24, and I missed the cutoff to get the furniture by Thanksgiving. I have email confirmation they received my shipment on November 15. He then said I should get the furniture the week of December 16, if not by Christmas. These people are liars and they take way too long to get furniture to you. If you can, use a different delivery service if you want to receive your furniture in a timely manner. read more

This company is horrible! They need to fire delivery drivers and supervisors. I ordered furniture from Boyle's Furniture out of North Carolina and West Express provides their deliveries to the Western part of the US. I was contacted by Peggy to schedule delivery. We scheduled delivery and then I received a call from Peggy a few days prior and was told the truck broke down and it couldn't happen. I asked when it would and she had nothing to share. I waited three days and called back and finally got a date for delivery. I explained again that she was delivering to a mountain home in Breckenridge, Colorado. A trailer could get to us but it was going to have to back down our road to do it. When the driver called with the 30 minute window I explained the situation again. Jeremy was aggravated and explained that Peggy always made promises to customers and didn't provide information to the drivers. I told Jeremy I would meet him at the end of our road and help. When he got out he again was surly and aggravated and complained. I asked how I could help and he said can we put your furniture in your vehicle and drive it up. I said sure! I asked if he wanted to enter the house on the ground level where the furniture went or go thru front door and down the stairs. He said ground floor. That meant walking 15 steps thru snow. His partner Desmond was polite and displayed common sense and represented his company well. Jeremy brought a box across the yard and when he got frustrated he took the dolly and threw it and the box with my furniture. All while cussing and walking off. I went to him and said what the heck is going on? He started to curse at me and said it was BS and lost hi s^*+, and went crazy! I asked for his bosses phone number. He asked why I needed that. I told him , as a customer It wasn't my job to manage him and his attitude. When I called West Express to speak with Shorty, he told me to just let them deliver the furniture. He wouldn't let me explain the situation and what was currently going on. After speaking to him and continually be cut off and talked down to, I asked for the owners name and number and he informs me I didn't need it. I said I definitely wanted it and he refused. At this point , Jeremy continues to talk crap and I call Boyle's Customer Service. I had to leave a message but the manager called right back. He listened to me and apologized . I told them they should fire West Express. They represent Boyle's when they deliver furniture for them. He said, well unfortunately the delivery companies that can deliver are few and far between. I told him they should bring it in house. All of this took over An hour. The furniture was installed and finally after an hour Jeremy apologized to me for his bad behavior and losing his temper. When I explained that I accepted his apology but would still be writing a letter he threw a second temper tantrum like a two year old. He accused me of lying and not having a clear path to deliver furniture. When I asked what do you mean by "clear"? He said no snow. I said , I can't control the weather and it is 41 degrees outside and I can't stop the snow from melting. I also told him that if he worked for me I would fire him. It was the worst experience of customer service ever! read more

I ordered a dining room table from Bedroom Furniture Discounts on April 12. I received a courtesy email from West Express on 5/25, notifying me that they had received it and would be reaching out to schedule delivery. I received no calls, so I called them, eager to get this thing delivered. I tried all the extensions on their phone number and not a single person picked up, having to leave several voicemails. I finally received a call early last week scheduling the delivery for Friday, June 11. The next day I get a call stating "they could not get a truck to my area on that day and would need to reschedule for Saturday, 6/12". To my surprise, based on all the other reviews, it actually was delivered on 6/12 and at 8am practically on the dot. Aside from the table sitting with them for 17 days, the delivery-men were obnoxiously explicit about expecting tips. They purposefully left their clipboard with "TIPS ARE VERY MUCH APPRECIATED" written in large black sharpie, covering the whole back side, sitting on a bench in my foyer, in plain site so that we got the message ("I'm just gonna leave this here ..."). I had to pay $250 for shipping and handling (almost HALF the cost of the table itself) which included white glove delivery, which includes bringing it inside and assembling. I'm not sure why tipping is also required on top of that. It wasn't done as a favor. read more

I had a wonderful experience with my delivery this afternoon. After reading all the negative reviews, I was very nervous about this West Express delivering my furniture. I received a call a week ago and said delivery would be in about a week on Sunday or Monday. The very courteous woman on the phone said that the company would call a day or so before delivery to let me know which day and a time frame. Sure enough, I received a call on Saturday from Shorty. He told me that the delivery would be on Monday between 2 - 5 pm. Monday rolls around, and I am eagerly waiting for furniture. Around 5:00 I received a call from West Express saying they were right outside my house. Yippeee! I met the two men outside. They were very careful unpacking and getting the furniture down from the truck. As they wheeled the furniture to my house, they took great care in watching for the bushes within my narrow walkway. I do have three steps up into the house. Both men carefully lifted the furniture and brought it into my home, set it down, and made sure everything was in working order. After the transaction, I checked my furniture to make sure it was in great shape. It was. I signed the bill and offered the gentlemen two cold bottles of water. They were very thankful and went on their way. I must say that for delivering furniture all day in various cities, they were the most pleasant delivery men. At the end of a long day to have a smile on their faces and kind conversation, that is something that should be noted. Thanks for a great experience, West Express! read more

Yeah, this is a pretty terrible company. They've now pushed my delivery date twice and I may finally receive a dresser 1 month past the originally promised date - if I'm lucky. The associates are rude to boot... read more

If I could give ZERO stars I would. This company scheduled a delivery for sometime on May 7 or 8. They want a TWO DAY window. Apparently they cancelled the delivery, and didn't bother to tell me. There has been NO effort to reschedule the delivery. When you call for status, it goes to voice mail and the recording tells you it can take 48 hours for a call back. I changed another appt that was set for May 8 to accomodate West Express their request for a two-day window, and I have been sitting home for two days waiting on this company. VERY, VERY POOR CUSTOMER SERVICE. The only reason that I am waiting (again) for this delivery is that the coffee table they delivered in January 2017 was damaged. It has taken 4 months to get a new table shipped, and now they aren't showing up and there is NO reschedule date. Horrible customer communication (Peggy) and worst delivery service ever!!! Stay away from this very poorly run company. We're in June now, and West Express called a few weeks back telling me to block June 19 and 20. They just called and are delivering on July 21...not even ON the dates that I was told to block. Peggy (the scheduler) is beyond terrible at her job, and her attitude is so rude, and disrespectful. DON'T EVER USE THIS COMPANY! read more

Wow what a terrible experience. I ordered furniture through a company online that uses West Express as its delivery service. I originally received my furniture back in June, but had to send it back because all of it was defective and West Express was suppose to inspect the items before they shipped them and they did not do their job so I had send everything back. In July I got a call saying they could deliver everything but the only day they could do it was the day we were moving (we were originally suppose to get the furniture back in April, but that's another story) I said I would talk to my husband and the lady never mentioned I was suppose to get back within hours of speaking to her, I called her back the next day and she said they couldn't deliver it because the truck was full!! Finally, in August I was able to receive my delivery. I had paid for white glove service and instead I got 2 guys who were saying Jesus Christ in every other sentence and complaining that they had to put the furniture together. At one point they went outside and I began wondering if they were ever going to come back. I opened the garage to find them standing at the truck talking when they saw me they got to work. They took 3 hours to deliver one bedroom set and out of this bedroom set the only thing they had to assemble was a daybed!! As they were taking the empty boxes out of the house they were letting them drag along my walls in my NEW house!! They left the furniture extremely dusty and dirty, but I wasn't about to ask them to wipe it down seeing how they treated my walls and their demeanor didn't seem like they would have been very happy to do such. To any company who is thinking to use these guys as their delivery service think again!! You will not have satisfied customers. read more

I use West Express and their sister company, A&O Delivery for the bulk of my distance orders (I own a retail furniture store) and they do a better job than anyone in the white glove delivery service and I've used them all. I have done over 1,000 ships between these two companies over the past four years and while certainly not perfect, the damage rates are low (less than 2%) and if there is damage in transit, they take care of the restoration costs. In an era of overnight delivery (Amazon, Fed Ex, etc) customers expect tracking numbers and accurate schedules. Companies like this are too small to do that, they do not have nor will ever have the infrastructure to do that. To explain how it works, they run one truck on a route, and will not make the trip until they have a full or nearly full truck. Then they head out from North Carolina and make the stops one at a time. Weather, traffic, mechanical breakdowns and prior stops slowing them down can and will delay the arrival time. If you are not prepared for that, then best not to use any white glove service and shop locally, where your selling dealer has better control over the delivery process. What they could do better is to communicate with the customers in a more timely manner, they can be difficult to get ahold of. The most important thing however, is the vast majority of the deliveries are done by courteous personnel and arrive undamaged. I continue to use them for all my distance deliveries. Duane Collie - The Keeping Room, Alexandria, VA read more

I had a couch delivery by West Express Inc. located in High Point, NC on 9-28-2018. First and for most, Ms. Peggy worked very diligently to get my couch delivered as soon as possible. Actually, the delivery came a day earlier. Kudos for an early delivery date, but it goes down hill from there. West Express Inc. sent two delivery men who had a very difficult time getting the couch in the house. I suggested 4 times to take some of the cardboard off and that would help. I was ignored and actually one of the delivery men, Gary was absolutely USELESS and LAZY!!! Once my boyfriend removed some of the cardboard packaging, the delivery men were able to get the couch in the house. From this point, the customer service that was displayed was HORRIFIC!! Gary told us that he was not going to hurt his back taking the couch upstairs. He also claimed the couch would not fit and was going to leave it in my foyer!!! Are you serious???!!!! Allow me to point out that neither delivery man had on the proper equipment, i.e. backbrace, gloves or the white botties to cover their shoes. I asked Gary to call his management. I spoked to the general manager, Toni, and asked why she would send 2 men to do a 3-4 man job? I also told her that this is the worst customer service I have ever seen! I informed Toni that Ms. Peggy was well aware that the couch was to go upstairs before it was ever delivered. Toni told me, that I should not have purchased a couch that was too big for the area that I was trying to put it in. She also stated that, I should have measured the area first. How dare you!!! I am well aware of the square footage in my home and where to place my furniture!!! She told both the delivery men to leave the couch in the foyer and suggested that I find someone else to take it upstairs. West Express Inc., you owe me a REFUND!!!!!. I would like to thank Mr. Nelson Miles, the other delivery guy, who along with my boyfriend and my neighbor carried the couch upstairs. Useless Gary went back to the truck, left my paperwork on the table, did not stay to remove the packaging paper or plastic, nor did he stay to watch me examine the couch. Mr. Nelson Miles, West Express Inc. does not deserve you!! You clearly exemplify customer service worthy of a TRUE White Glove Delivery Service. Too bad that is not the motto of your current employer, West Express Inc.!!! Mr. Miles, thank you for staying and completing your job. Gary and the general manager, Toni should both be severely disciplined and re-trained. You both were RUDE UNHELPFUL and UNPROFESSIONAL! A wart on a toad displays more customer service than the both of you put together!! STAY AWAY for this So-Called "White Glove Delivery Service" as if your life depended on it. My delivery seems to be performed by day laborers and not professional delivery men. Absolutely Deplorable!!!!!!! read more

We purchased furniture through Houzz and they contracted out with West Express. When the delivery truck got within 100 yards of our home, they decided that they couldn't bring the semi-truck down the small road (even though I warned them it was a small lane with no turn around.) And they threatened to leave the furniture on the side of the road. They claimed they could not lift the heavy furniture, and they had no dolly to carry it down our driveway. The driver claimed he was over a mile from our door (they were at our mailbox, a distance even my toddler can walk). Then they told us we should get a pick up truck and pick up the furniture ourselves. He was so rude to me my husband grabbed the phone away. We are now 2 months from the time of purchase, and I still do not have the furniture. read more

agree with the other reviewers! do not deserve any stars! ordered furniture thru 'elite interiors' on the east coast that uses 'west express' to deliver. they 'sub contract' their deliveries so far to a company named 'a & o' delivery who are a joke!-- constant excuses for non-delivery and rescheduling! typical hillbilly attitude! their mamas and papas getting into accidents and ....long story short, 'no delivery'!!!!---what's the point of scheduling with these clowns????!!!! they decide to show when they show and if you're not there and do not turn around your life for when they do decide to show then you won't get your stuff!!! disgusting company!!!! both 'west express' and their sub 'a & o delivery'!!!! read more

this company is a scam they take your money and dont deliver the items. Do not fall for this, it is a fake company.

Like others on here, I would give this company LESS than a zero, if I could. I ordered furniture that cost about $10,000 and you should have seen how they had this truck littered with furniture. Heavy stuff piled on top of more fragile items. I ordered two recliners and one of these so-called movers dropped it on the concrete from a height of six feet or so, which may have damaged the motor. After we got the recliners inside I turned them over and the dust covers were torn and one of them had a cut in the leather on the back. Then these people brought in a motion sofa, which was very heavy (250 lbs or so). They had trouble getting it in the front door until I suggested that they take the feet off. The sofa still had anther set of feet and a center support, which was metal.The finally got in in, and set it on my newly finished hardwood floors! The PUSHED this sofa on the floor, leaving scratches and marks all over the floor in two rooms. I notated this on the drivers copy and they left. I inspected the sofa and there were several marks all over the leather. They did send a guy out to repair all of the defects on the furniture. They DENIED that they caused the marks all over the floor, and refused to do anything about it. They said "Sue us" if you don't like it. Does this sound like good customer service to you? I would not let them move another thing as long as I live, and I urge anyone considering to use this company to stay far, far away. read more

Worst company ever they damaged my furniture and door . they are so lazy be careful with them .they will argue with you and will not listen when you try to tell them easier way to bring furniture in . I have been trying to get my furniture repaired and door for 2 month and always they have excuse for it. Still going back and fourth with them . read more

West express contacted us a couple of weeks ago to schedule a delivery of our new dining table and chairs. We decided on a general delivery date with details to be worked out at a closer date. We were able to decide on a day that worked for us last week and we have been anxiously waiting for it to arrive. Jump to delivery day and we get a call that the truck had broken down the day before and 1 1/2 hours before our delivery time they are telling me they can't deliver today. Needless to say I was upset that I wasn't notified earlier. He said he would call back to update me on the next delivery time. I then called back to let him know I was not available in the morning the next day, (because I sheduled It for today) he then got angry raised his voice at me and told me he would take my furniture back to N.C. with him if I was not available in the morning if that's when he could be here to do the delivery. It was not our decision to go with this company, (it was the furniture makers). But we did pay $400 for it. With the hostility I got on the phone I'm not sure I want this company in my home. read more

LoVE this company......integrity and excellence! Ya-hoo!!!! As good as it gets! Handles furniture as IF was their own. When you buy the BEST.............get it delivered by the BEST! read more

Zero stars! Unfortunately this company has no regard for it's customers. They picked up a bench in California and delivered to Texas completely scratched with one leg broken off. They would not replace the cost of the bench or the $350 delivery charge. Chris Hammer was so rude to my customer and to me.As a small business owner I am out over $1200. After 15 years of delivering furniture I have never seen a company this bad. read more

I would give them a zero if it was possible. This company has the worst customer service. I paid for white glove delivery and set-up. The company delivered the bed, but refused to take it upstairs. They had a multitude of reasons why not to take it upstairs, non were valid. I ended up having two local people take it upstairs and set it up like I had paid for. The company finally agreed to reimburse me for the expense of hiring somebody else, but guess what, they did not keep their commitment with me. Avoid this company at all costs - they do not care. read more

If I could have given this customer ZERO stars that is the rating they would have received. I ordered a bedroom set online on August 19th. I was told to expect it by the first week in October at the latest. I still have not received it. They have pushed my delivery date back 4 times - they are rude on the phone and can't even explain why it is taking so long. Finally they gave me a song and dance about their truck breaking down...apparently it completely disables the entire company and no one can do anything when that happens. If companies are trying to create a positive buying experience for their customers, I would suggest they look further for their delivery service. I am surprised they are still in business. read more

We are a furniture manufacturer on the East Coast and we have been using the services of West Express and their sub contractor for many, many years. I have had very few problems with damage and if there was a damage issue, West Express has been able to take care of the issue--sometimes above and beyond their need to be responsible. Over the years, we have had nothing but positive relationships with their personnel. read more

If I could give this company NO stars I would....after weeks of trying to get a SIMPLE RECLINER from Coleman Furniture/Renagade....West Express told me it would be delivered 3/28-29/15. I called and spoke with Gary and he told me on the 25th that my order would be delivered on 3/28/15 and that the driver would call me one day in advance....WE CANCELLED PLANS for this weekend....Here it is 3/29/15 and not one phone call....I looked on their order tracking and MAGICALLY the ship date is now the week of 3/30/15....They claim to be such Christians and yet they lie to you....WOULD NEVER recommend this company. I sure hope you had a great Palm Sunday, you hypocrites!!! I think their parent company is Alpha and Omega in NC as well.... read more

The themes with West Express: (a) they will not communicate with you unless you call them, but expect limited hours and run around, (b) they will give delivery dates (expect many versions) and so far never deliver nor explain. I ordered a couch and two chairs through Leather Expo (who has also been of very limited help), and they have been stuck with West Express for 5 weeks. Four delivery estimates, and I write this because just today I got a call that they need another day to deliver - should I believe them? Do NOT use this company if you can avoid it. Online "delivery tracking page" has not worked for any day of the month I have waited for my order, they give delivery dates to get you off the phone, and they do not seem to care one bit about customer experience. Do not order with any company who uses them for delivery. Never posted before, but thanks to West Express, I was so inspired by this disaster - they got my first every post! read more

Just got some furniture delivered. First I was told it would be delivered late yesterday or early today. Yesterday I was told it would be today, most likely at 9 am, but for sure between 9 am and noon. They said I would be called at least 30 minutes before they were to arrive. Well, nothing at 9 am....then nothing by noon...no delivery, no phone call, nothing...so I call the company...there closed on Saturday!....so then at 2 pm I get the call that they're on the way. They show up at 3 pm, finally. Wasted my whole day, I had to change a bunch of plans, I had no idea if they were coming at all. It was very stressful and irritating. The driver tells me it is just his second trip and he wasn't given any times. Avoid this company at all costs. No one needs this kind of aggravation. I'm very surprised a company like Hancock & Moore furniture would use a poor service company like these guys. read more