AIT Worldwide Logistics — Local services in Secaucus

Incredibly disappointed by my experience with coordinating delivery. I purchased a treadmill on Saturday scheduled for a 5/16 delivery. Select Express called me unsolicited and rescheduled delivery to 5/7, but didn’t confirm with the store where I purchased the equipment that the treadmill was in stock. On the day of delivery, I was given a window of 1pm-4pm. Beginning at noon on the day of delivery, I called Select Express on at least four occasions to confirm. Each time I called, I was told they’d follow up with the driver and call me back in 5-10 minutes. No one ever called me back. Finally at 5:00pm, they called to say the treadmill wasn’t in stock and hadn’t been picked up that morning for delivery. I took the day off and waiting at home for them for 4 hours. They showed a complete and total disregard for my time. This could have been avoided if they had actually confirmed with the driver when I called at noon instead of lying and saying they’d call me right back. I asked to speak with a manager, who didn’t call me back until 45 minutes later. I spent at least 20 minutes on the phone with her and at the end of the call had NO ADDITIONAL information as to a new delivery date. She claimed she needed to wait to see what the driver’s schedule was before she could put anything on the calendar, and then would call me back. She also claimed, falsely, that they were waiting on confirmation from the store. I knew that wasn’t true because I had spoken with the store during the time I was waiting for the manager to call me back. Sure enough, she checked her records and the store had already sent over the information she needed. I’ve wasted hours on the phone with the store and the delivery partner and still haven’t been given a new delivery date. How is it that the manager at a DELIVERY company has no ability to schedule deliveries? That is a nonsensical business model. Not surprisingly, I haven’t yet been contacted today with a new date. This is the absolute worst delivery experience I’ve ever had. Save yourself the headache, and find a different third...

This company was the most horrendous company I have experienced. Never advance notice as to when they were going to show up. They suddenly showed up during my lunch break on a Friday, without confirming that day and time was acceptable to my schedule. This occurred again the following day, and when I never heard back about a time on Saturday, Again a notification that they were on their way. The estimated time of arrival was completely off. I was given a three hour window and they were there 90 minutes later than the last appointment. The workers brought my piece of equipment up to the second floor and, as it was a very hot day, I provided fluids and a small snack. After they were complete, I viewed several gouges in my wooden floor-One in the bedroom and several at the top step. As these men looked exhausted, I felt it best to deal with the company itself. I felt they had a long day and did not want to get angry with them. But I told them that I would pick it up with the company. In addition, I gave them each $20 as a tip. How generous of me. When I contacted the company, they sent me documentation. But upon their own investigation, they reported that the two workmen were told by me, that these marks were there for some other reason. So not only did they take my kindness, my overly generous tips, but they lied about what happened. I finally decided to buy a wood repair kit on Amazon for less than $22. I asked the company to resolve it by paying this and never received a reply back. So in short, this is not a reputable company. Their customer service is horrendous. If you are stuck using them, I would stand on top of them while they move equipment and put it together, and videotape the entire process. It’s so sad it Has to come to this place. I would’ve given them know stars but that wasn’t a possibility. So...

They miscommunicate details to their delivery teams, as I experienced with all 5 times we tried to schedule installation of one piece of equipment, and their automated phone system is not highly responsive. However, their corporate end puts in the effort to try to rectify an issue and the agents responsible for scheduling were more attentive when the service had been escalated. The technician-vendors who finally installed it were cordial and professional. My conciliatory opinion of select express right now is that they’re victims of their own success, and need more vendors to help them schedule timely delivery, and a better process flow. A way for customers to be able to more quickly and directly escalate issues on the day service is scheduled would go a long way to preserving reputation with a larger consumer base. They do have a text system, and emphasizing and prioritizing more monitoring of that could be the best way to deal with high demand if finding enough call center workers is difficult. All in all, they do okay, they’re just struggling with scale. I can’t recommend them if quick scheduling is a priority for you if you’re a private individual, but if you’re a gym or if you don’t have a deadline that can’t be adjusted, they are professional and cost effective so they would be a good choice for you. And if you’ve got a pickup and need a side gig, they have demand for drivers and installers so consider giving them a call, because they’re...