ComplaintsforAIT Worldwide Logistics Inc.

• Initial Complaint

  09/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 9/4 I purchased a treadmill from Dicks sporting goods in ******* ***** to be delivered and assembled by AIT Worldwide Logistics. After 4 days *** finally contacted me to deliver on 9/20/24. Well, on the evening of 9/18 they texted me and cancelled with no delivery date in sight. I guess I'm the lucky one as they didn't enter my home and destroy it like others have complained about. This company is the pits. Why any company would use them is beyond me. 

  Business response

  10/01/2024

  *** reached out to the customer to apologize for the delay and move forward with scheduling delivery/assembly. The customer advised that they purchased the product through the manufacturer and that our services were no longer needed. 

• Initial Complaint

  09/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Pool that was purchased from ********** rusted out. After ***** Club agreed to a refund , ***** Club requested that the pool be returned to them before they issued a refund. I was contacted by *** and a pickup was arranged for Aug 29, 2024. It is now Sept ******* and I have still not been issued a refund by **********. I contacted AIT and was told the pool is in the "pick up" status and has not moved in the system since Aug 29, 2024. I received an email response from ****** ****** at *** yesterday who told me AIT is "awaiting delivery from their team" . That was a response that explained nothing. I replied asking for him to share with me the exact shipping info but I received no response.This company has been horrible to deal with as I still have no idea where my pool is or when ***** Club will receive my pool so I can get my $500.00 refund. Beyond frustrating this point.

  Business response

  09/20/2024

  Freight has been confirmed picked up and moving to the destination. Freight is expected to arrive at the final mile destination on 09/23. Once the freight arrives in our terminal will work to load this out to the return center. Freight is projected to deliver back to the return center by mid-next week. 

• Initial Complaint

  09/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 08/29/24 I scheduled with *** for the delivery and assembly of my equipment. An appointment was set for 09/09/24 to occur between 9 AM-1 PM. At 12:47 PM on 09/09/24, I received a text that my service appointment would not occur and had been rescheduled for 09/10/24 between 9 AM-12 PM. It is currently 12:50 PM on 09/10/24 and the service appointment has not occurred nor is the staff responding to any of my efforts to communicate regarding a status update.

  Business response

  09/17/2024

  A message was left for the customer at ******* stating the delivery would take place between 2:30-3PM. The driver arrived at 3:13PM and departed 20 minutes later. Photo attached for reference. 

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a lifetime shed for 1500 I made concrete foundation for 1500 and I paid 470 for shed installation I get an appointment trough LIFETIME they do this installation, then my service was provided for AIT Worldwide Logistics , *** they sent on July 6, 2024, a person to my house that destroyed my shed it is unusable, at 5.25 pm July 6 I called to AIT Worldwide explaining that person didn't know anything about installation the representative told me he will call me back he never didn't this person finally destroyed my shed. Since July 6 I sent several emails and calls, sent pictures, they sent another person to my house this person sent to them all pictures of my damages, different people have responded to my emails and calls, they said that someone is going to contact me to repair my shed, LIFETIME Products *** ************ and AIT Worldwide sent to my house unqualified person you two are responsible for solving the problem you created I have all the calls and emails that I have sent to you WHEN YOU ARE GOING TO FIX MY SHED?

  Business response

  08/06/2024

  A technician was sent to the customers home 08/01 to Diagnose their shed. He determined that the shed was damaged beyond repair, and the only recourse would be to replace the unit. AIT has spoken with a DM in *******, and he has agreed to move forward with replacing. AIT will work with our repair department to expedite ordering the shed along with delivery, and once we have a delivery ETA, we can then release to our Senior Tech who will do the assembly.

  Customer response

  08/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  AIT Worldwide Logistics has failed to deliver an eBike I purchased for $2700 from "Ride1Up!" bicycle company. As the tracking information I uploaded shows: (1) *** picked up my bicycle on July 8, 2024. (2) I received a recorded call from them the next day informing me my bike was in transit and they would be contacting me on or about July 16th to arrange delivery. (3) The bike actually arrived at the *** destination sorting facility in ******* on July 12th. (4) When *** did not contact me on July 16th I called their customer service and was told the bike could not be located and a "Tracer Team" was working on finding it. It is now July 22nd and I've received no contact from *** about the shipment. The tracking information I've uploaded originally stated in the upper right corner that *** estimated I would be contacted for delivery on July 16th. That date then slipped to July 22nd. The current estimate for when I will be contacted has now slipped again, to July 29th. This is unacceptable and I am disappointed that this company has not even tried to directly inform me whether or not they have located the eBike they apparently misplaced. I just want the eBike delivered; it was purchased for an August bicycle vacation that I may now have to cancel.

  Business response

  07/29/2024

  I have contacted the customer to provide an update and have worked this shipment through to delivery. Item delivered on 07/26. 

  Customer response

  07/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They responded promptly, the delivery was made shortly thereafter and the person who contacted me was pleasant and professional.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a basketball hoop at Dicks for $760 on 5/29 and then paid $542 on 6/17 to have it installed by AIT Worldwide. Two workers came on June 27 to put the concrete in (part 1) and then 2 workers came on July 1 to put it together and install it (Part2) . They realized that it wasn't secure and said they would come back to redo part 1 which has been messed up. Today is July 14th and the hoop is lying on the ground still not set up. I spoke to someone at AIT who said they would deliver the concrete piece to me which does not make sense; they should pick it up and bring it to me and do what has to be done. When I first contacted AIT they said I should send them a picture. Why would they need a picture? The workers were here on site! I also contacted *****, not sure what that will get me. The service from AIT is atrocious! They should install the whole thing for free after totally messing up!

  Business response

  07/29/2024

  Additional item arrived and AIT is set to return to the customers home on 07/29 between ****** to complete the services. 

• Initial Complaint

  07/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On June 10th, AIT delivered a baby furniture set that we purchased from Buy Buy Baby. This consisted of 2 dressers and a crib. When the drivers arrived, I met them outside and asked if they were able to move the furniture to where it needed to go w/o hitting our newly painted walls. The driver then asked, "where is it going?" I stated, "upstairs." He then rolled his eyes. I stated that if the move wasn't something they could do and w/o hitting the walls, to please leave the furniture in my garage. He said, "they will look at it." Upon entering my home to check if they could move the furniture, I asked them to "please remove their shoes or to place shoe covers on their shoesI provided, since they didn't have any)." Again, they rolled their eyes. The driver stated he was able to get the furniture up the stairs to the room without hitting anything. These individuals had a tough time getting the furniture up the stairs. They used a dirty soiled wheeled equipment to pull the furniture up the stairs. This left dirt streaks all over the carpet on the stairs. On the way up, they scuffed the walls(painters just completed work and can attest this wasn't there) and once making the turn atop the stairs, the *********** wheely scraped & badly damaged the railing newel. Upon bringing the furniture into the room, they forced it through the doorway damaging the frame on the door as well as the chipping & scraping the wall. I promptly called & reported this & spoke w/ someone named ****. He then created a claim ************ it to **** in the claims department, copying myself on there. I supplied **** with pictures of the damage as well as video walking the same path they walked showing the damage. In the next week, I provided quotes to repair the damage which amounted in $1326. This was the cheaper route as I made concessions on the ****** or it would have been way more expensive. My wife is due any day, I had to have the repairs done and the movers are now denying this occurred.

  Business response

  07/16/2024

  The customer was contacted by our Senior Director of Home Delivery Ops, ***********************. **** personally contacted the customer to advise they will be receiving a check for $1326 to cover the damages that occurred during delivery. Customer understands it will be a few weeks until the check comes in and has ****'s personal contact information to reach out if anything additional come up. 

  Customer response

  07/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a basketball hoop and its installation from Dicks in February 2024. It was recommended we contact AIT during March to get scheduled as soon as possible. I called during March and since the ground was frozen we would have to wait until warmer days to proceed. Sometime in April got a text message to choose a date for installation, it was scheduled for May 7th. Unfortunately for me, it rained during that week, so the day of the installation, a few hours before the scheduled arrival time, I received a text message stating that due to rain tech was unable to service that day and that a new date would be provided within 24hrs. No one contacted me within 24 hr and proceeded to call several times within the next two days and a friendly phone representative let me know how sorry they were, however I could not schedule over the phone so I would have to wait for their call. Then after a week of calling I got another text telling me a new date for installation, May 28th. On May 28th, another rain check and another round of calls chasing someone to schedule as this people never call but hide behind a text message. Always a friendly voice on the phone with the same script: manager unavailable, scheduler unavailable, team unavailable, we will call you back which has never happened. A couple of days later, another text, same drill, this time for June 11th. On June 11th, 1.5 hrs before arrival they texted me letting me know that due to unforeseen circumstances the appointment would be rescheduled AGAIN and that I'd receive a new date within 24/48 hrs. That was last Tuesday (11th), we've called 4 times since then and today, Monday (17th), I called again to get the same message, no date, no resolution and nothing but "it has been escalated and we would call you within 24/.48 hr". This company has zero respect for customers. This is like chasing ghosts, I paid for an installation and still waiting just to get scheduled, haven't heard from them at all.

  Business response

  07/02/2024

  This was completed on 06/28. Photo has been uploaded for reference. 

• Initial Complaint

  04/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a treadmill from Dick's ******** Goods. The delivery company was ***. *** was supposed to both deliver and assemble in a room of choice, and ****'s has acknowledged this.On the day the package was supposed to be delivered and assembled, the delivery guy just dumped it. I told him we had paid for assembly in the room of choice, but he was very rude and just left.This was a week ago. Since then, I have been calling both *** and ****'s multiple times a day to get them to come and assemble it. (The package weighs more than 300 pounds). The *** work order number is **********. I paid an additional assembly fee on April 12. That day, they told me they would send a crew the next day to assemble the package. That crew never came.Since then, I have called *** daily, but nothing has happened. Every time I call, I get a new representative on the phone. The representative is very polite and apologizes for the mix-up. They promise to put a note in and have a manager call me back. So far, it's been five days, and no manager has called me back.

  Business response

  04/26/2024

  Assembly was not originally purchased with the product. AIT received, shipped, and delivered as threshold service. ******* later purchased assembly and AIT received the request. Assembly scheduled and completed on 04/24. Photo attached. 

• Initial Complaint

  04/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered furniture from IKEA and they use AIT as their delivery service. I was told my items would be delivered between April 1 - April 3, and that I would be contacted by the delivery company for a delivery timeframe. Today is April 3, and still no contact from AIT. The tracking number they gave me does not work. And based on the other complains about this company on the BBB website, their own FB page, Reddit, and other reviews, this is the only way to get their attention and to get your items shipped to you, so I am not messing around and playing games. Im getting this process started now because I paid a lot of money for shipping and the company has not made any attempts to contact me or do the right thing.Im uploading a screen shot of my IKEA delivery information to show proof of the timeline. I am also uploading other reviews from other sources, including AITs own ******** page, in order to highlight the extent of their poor customer service and how common it is for customers packages to go missing or be damaged.If my items are not delivered by the end of this week, Im contacting my credit card company and filing a claim against this company and getting my money back. Thankfully our credit card company is amazing with claims. I actually just wanted the furniture, but if this is what I have to do to protect myself as a consumer then so be it. I can always spend my money elsewhere and get similar furniture.

  Business response

  04/09/2024

  The item was delivered on 04/03 and left at the front door. A photo has been attached for your reference. Calls were placed post-delivery for confirmation, and we were unsuccessful at reaching the customer. 

  Customer response

  04/09/2024

   
  Better Business Bureau:
   
  Please be aware - they did not take any action to contact me or tell me where my package was until I told them that I filed a complaint to the BBB and contacted my credit card company.

  After I informed AIT of my intentions and the BBB submission, I magically got a text notification and an email stating my package would be on its way between 10am and 2pm.

  So for future reference to customers of this business. The only way they will communicate with you is if you file a complaint with the BBB and essentially protect yourself as a customer. Otherwise based on others experiences, they really dont give a c*** if you get your items. This business is a joke and cant even acknowledge their poor, unethical business practices.

  
  Sincerely,
  
  *******************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩