ComplaintsforSmart Warehousing

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am extremely dissatisfied with the service provided by Smart Warehousing. Our experience with this company has been nothing short of a nightmare. Firstly, they incorrectly billed us for FedEx charges, and despite numerous support tickets we submitted, they consistently avoided addressing our concerns. This blatant disregard for customer service is unacceptable. When we decided to hold back a small portion of the bill due to these unresolved issues, Smart Warehousing's response was to pause our account. This move essentially held our business hostage, even though we had paid all other invoices in full. Such punitive actions are not only unprofessional but also indicative of a company that does not value its customers. Furthermore, when we sought to resolve the errant FedEx billing charges, Smart Warehousing added insult to injury by stating they would have to charge us for pulling the past detailed invoice information. This is an absurd and exploitative practice that highlights their lack of customer-centricity. Moreover, they lost some of our goods and offered a meager 0.7% credit of the value of the lost items. This paltry compensation is an insult, adding financial injury to the frustration we were already experiencing. Attempts to resolve these issues with their customer support were futile. Their representatives would make promises to resolve our problems but would never follow through. This pattern of delay, avoidance, and obfuscation appeared to be a clear strategy to exhaust us into submission. In summary, avoid using Smart Warehousing at all costs. Their lack of integrity, poor customer service, and unprofessional practices will only lead to regret. Save yourself the trouble and find a more reliable 3PL partner.

• Initial Complaint

  07/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  7/8/22 I have done business with SW for eight years. This year SW, in an apparent attempt to get rid of low volume shipping customers, implemented a minimum monthly fee policy of $3,000/mo. This is unacceptable for customers my size who average about $300 in SW shipping fees. SW claims to have notified their customers on 12/29/21 of the policy change which would go into effect 2/1/22. My email records prove that I never received this policy change notice. Additionally, the 2/28/22 and 3/31/22 invoices implementing the Min. Mo. Fee were not emailed to me until 4/15/22. At that time, I was first made aware of the Min. Mo. Fee policy, I immediately attempted to cease doing business with SW but they informed me I could not remove my inventory until I paid the past due Min. Mo. Fee invoices. SW was unwilling to negotiate an acceptable resolution to this matter and I was forced to pay the disputed invoices ($2,870.00) under protest in order to get my inventory out of their warehouse. **** ***** ***** **** ****

  Business response

  07/27/2022

  Every year Smart Warehousing reviews all customer contracts.  We normally will have rate increases based on inflation, building leases, etc.  This year the decision was made to include a monthly minimum.  This was not about wanting to lose customers, but are facilities were full and new customers wanting to use Smart Warehousing so some tough decisions had to be made.  The rate increase letters with this new monthly minimum are sent at least 30 days in advance of going into effect.  We send these notices to the same email we send the customers weekly invoices.  We did not receive any word from **** that he was not receiving his invoices so not sure why he would not have received the increase email.  We had our IT department check into this and it did not bound back to Smart and showed delivered.  

   

  ***** *******

  Smart Warehousing

  Customer response

  07/27/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:

  I have a an email record of every invoice sent to me by Smart Warehousing.  I do not have a record of the 12/29/21 notice of implementing the Min. Mo. Fee.  The notice was not received and my email records can prove that.  In addition, the first two months of Min. MO. Fee invoices were emailed out late.  I contend that I was not given adequate notice of the Min. Mo. Fee policy since I never received the initial notice and with delayed invoice mailing, the invoices were due before I ever was aware of the policy change.  Once I became aware of the Min. Mo. Fee policy I,of course, tried to leave Smart Warehousing but they would not release my inventory because the Min. Mo. Fee invoices were due.  Additionally, the Min. Mo. Fee Invoices due not represent an actual incurred cost but rather a policy decision.  I have explained all this to Smart Warehousing and you would think that, considering the circumstances, they would just credit the two Mo. Min. Fee invoices, which was all I was asking for.  Instead they did credit the March 2022 Mo. Fee. Invoice ($2,800) and offered to take $1,000 of the February 2022 Mo. Fee.  I am seeking to recover the February Mo Fee. invoice of $2,870 that I was forced to pay to get my inventory released.  If I can not get Smart Warehousing to be reasonable  about this I will have to file a claim in small claims court. 
  
  Regards,
  
  **** *****

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