Loomis Express

This company has literally the worst customer service I have ever experienced. I ordered a mattress from Costco and was dismayed to find out Loomis was the courier. They have my mattress at their local location (since December 9^th) and can’t seem to be bothered to deliver it as scheduled… instead they show up at totally random times when I am not home. Twice I have scheduled delivery for specific days, and both times they didn’t bother to show up… when I called they told me «oh sorry, we aren’t delivering that today.» Um… what? Are you kidding me? So when CAN you find the time in your busy schedule to deliver my item? And were you just going to let me sit around all day without telling me? I have called their main office twice, as well as the border delivery service, and everyone keeps passing the buck and trying to get rid of me. They have rescheduled for Monday between 8 and 10 am and I have already told Costco if it doesn’t arrive on Monday I am returning it… and told Loomis I am going to keep escalating this until I get some resolution. I have never had such terrible service and will run screaming next time I find out they are the couriers. I am appalled that a company with such horrible service is still in business.

They call themselves a courier company? I don’t think so.
The first page on their site boasts «We’re in the business of over-​delivering» and I have never laughed so hard!
I know not to EVER use this company for deliveries, but sometimes when I or my company purchases items, the sender uses them and it’s always a huge clusterf*ck. They consistently under-​deliver, offering poor customer service and poor service in general.
First the tracking numbers don’t work. Then somehow they got the address wrong. Then the online tracker says the item is out for delivery on the truck… only it never shows up. Do they apologize or try to make amends? Of course not! Loomis is in the business of UNDER-​delivering, after all!
This most recent experience is infuriating. We ordered a time-​sensitive item for work. It shows that it’s on the truck, due to be delivered on Thursday. My employee stays home (it was easier to get it sent there, due to our line of work) all day waiting for this package to arrive. Tracking info is never updated and the package never arrives.
Now, my employee is off work for Friday, and not at home so he cannot receive the package for us. We need this for Sunday. I call in and get shunted around to all kinds of different CS reps and told different things. They can’t deliver unless someone is there. They can’t re-​route it to another address that is just up the street. They are waiting to hear from the driver. No one ever calls me back and they’re keeping piss-​poor notes on this whole encounter, so I have to keep explaining myself over and over. Then they are asking for MORE MONEY to have it sent somewhere else, despite the fact that they screwed up and not us.
All I want is the package. That was supposed to be delivered yesterday. That my employee wasted a whole day waiting for.
They won’t re-​route. They can’t have the driver stop on his route to meet up (yes, we are offering to pick up our own damn delivery after paying for a delivery service. Unbelievable). They can’t get it back to the hold location until Monday, and even then they’re not sure if it will be there because they have some kind of issue with their own damn location. My colleague offers to drive all the way out to Brampton to pick it up (which defeats the purpose of using a courier) and they can’t even get that together.
So now our time-​sensitive package is lost in the ether and we don’t know when we will get it. CS and even the supervisor can’t just get our package delivered to us. It’s so simple, and the whole premise of their business. It should have been delivered yesterday and now they won’t go the extra mile to get it to us. This isn’t how our own business operates and I’m shocked that they aren’t doing everything in their power to get it to us. Someone from their company should be going out and getting it and hand delivering it to us at this point. They’re in Brampton, we’re in Toronto. It’s not far.
I’ve had to do so much work trying to track this down and get it delivered, I can’t believe it. So here I am, having to air my dirty laundry on Unilocal.I’ll be forwarding this to the company and also encouraging every other business owner I know never to use this service. I’d rather pay more for UPS, which even while totally shitty, will still get the package to us after some prodding.
Avoid this company at all costs! Pay more to get a competent delivery company!

I bought mattress from Costco less than 2 weeks ago. Got an email telling me it’s been shipped with the tracking number that led me to
. The tracking number there further led me to the website of loomis express, i.e.
…
The tracking indicate that the estimated delivery date was Dec 15, no time frame. Early in the morning of Dec 15, I checked and it said «Arrived at Delivery Facility» at around 8:20. So I submitted my email address for notification of status change if it’s changed to «Out for delivery» or «Delivered».
At around 10:50 am, I was 10 minutes away from home, I got an email notification saying «Out for delivery». I rushed home, a notice on my door said «Attempt failed», the driver was there at 10:45 am. Asking me to «Call to arrange for delivery». I checked the website, it indicated «out for delivery» at 9:15 am. What kind of system or database that’s more than 90 minutes of discrepancy in time!
I called the 1 – 855 number. The rep told me the driver would try tomorrow. I asked what time, she said anytime from 8:00 am to 9:00 pm. I said the driver left a note asking me to arrange delivery by calling this number. She asked me for the shipment #. I gave her. I doubt she got it right but she said tomorrow, anytime.
Dec 16, I only saw the «Unable to deliver» on their website. Not further update at 10:00 am. So, I called the number again. This time, the rep, Sh — a, was very helpful. She did not see any update, so she asked that I called them if I saw update on the website saying «out for delivery». They can check the approximate time of delivery from the driver and let me know.
Someone, most likely the driver called me at 10:30 am from a 905-​#. He asked if I was okay on Dec 17. He said he would deliver it by noon. Sounded fair. I said the update on website saying «At facility».
Dec 17, till 11:20 am, no update on website. I called the 905-​#. The guy who answered said he was not in on the previous day, so not sure about it but he checked the floor for me and my item was not there, so should be out for deliver though the website did not update anything at all!
I was about to give up when it came to 12:15 as I had my schedule to run. Before I left home, the driver arrived at 12:20 pm.
There’s really a scheduling problem, no time frame and recipients have to wait for a whole day at home. The website may not be updated. The update of status won’t notify you until more than 90 minutes later, not in-​sync!
That’s my story.

The company boasts 48 hour delivery at prices slightly higher than regular carriers such as UPS, but delivered a whoping & disappointing 7 day delivery. Higher price and slower service and cranky phone operators — remind me why I should use this company at all?

Great, friendly and accommodating. They stayed open late to allow the queue to get their Christmas gifts!

FRIDAY: waited ALL day at home for a delivery (medication from a drugstore that i need) they «say «an attempt was made at 11 30 am. NO buzz from the front door, no phone call /​no knock on the door. rude treatment from their office, now my option is PICK MY PACKAGE UP IN MARKHAM ??? or wait until MONDAY when they will make «another attempt » I asked when was the first one since I was clearly home… they told me they left a notice in the lobby!? hmmm I would nt know that BECAUSE I WAS WAITING AT HOME, IDIOTS !!
I will never use them or support a company that does.

I bought a mattress from costco, and they use Loomis Express truck company to deliver it. I got a call from them, told me they couldn’t delivery it because it was too heavy for the driver, and I needed to call them to make an appointment for a delivery when someone would be home to help the driver. Ok, I work from home anyway, so I asked if they can tell me approximately what time they’ll be coming next day, they said they won’t know, it could be anytime. I asked if the driver can call me before coming just to give me a heads up, they said they can’t do that O_​o …
Ok, so those were the negatives, now to the positives, the driver came early, and he brought the mattress to the frontdoor steps by himself, and i just have to help him lift it up the staircase to my maintenance door, he was pleasant guy. I later got a followup call to make sure I got my package. I’ll give them 3 stars.