They botched a delivery of a massage chair that was a Christmas gift. Housekeeper was home during the entire delivery window. They parked on street invisible from the house, never rang the bell, and left claiming we weren't home. But worse were several blatant lies. They told me the reason they could not redeliver the next week before Christmas was because the seller had not confirmed the redelivery for 9 days (they wanted to charge him $75 for missed delivery). Seller forwards me a string of internal emails that show that he responded immediately after the botched attempt. They could have done whatever it took to make delivery happen before Christmas, but they chose not to--I had no gift for my husband on Christmas Day because they were not willing to take responsibility for poor management and chose to lie about it instead. read more

CCS has saved me dozens of times performing emergency deliveries with short notice. Upstate NY is a big area. They do a great job each time we call. Thanks. read more

Absolutely abysmal service. I ordered two desks and seven legs from IKEA. I was told by Custom Courier Solutions to expect the delivery between 10am - 2pm on April 6th. Not only was the driver four hours late, but they arrived with only the desks! The driver said that he would report back to his manager and they would call me later that night. I received no phone call. The next morning I had to call them only to find out that the driver reported it as a complete order and the seven legs were still at the warehouse. Custom Courier Solutions then told me they would drop them off on my porch at any point that day. The legs never showed up. I called back inquiring about what they had done about the seven legs I ordered from IKEA only to get the same bull-crap excuses: they didn't know where they were, they would tell someone higher up, and to call back at another time. This delivery service is terrible. read more

I purchased a sofa from an out-of-state online retailer who manufactures all their products in the USA. (Go American!) They were to ship it 'freight' to a Rochester location and a local courier service would then deliver it to my home. Many weeks later I received a call from Tim of Custom Courier Solutions stating the sofa had arrived. He confirmed my address, and scheduled a delivery for three days later. Just like the cable company, he could only give me a window of four hours ("anytime between 1 - 5 pm"). He promised that they would provide a courtesy call 30 minutes prior to delivery. They did not. Not a big issue for most folks, since they were to be home waiting, anyway. It was, however, somewhat of an issue for me. I had to scramble to locate all five (yes, FIVE) of my cats and secure them in the bedroom. (They are supreme ninja escape artists.) When I told the gentleman that he may have to wait since I did not get a courtesy call, he mumbled something like: "We don't schedule 'em, we just deliver 'em." Okie doke. Beyond that little snafu, they were excellent. The guys removed all the cardboard and packaging in my driveway. They moved my foyer table (after asking permission) making certain it was not in danger of accidentally getting bumped. They left the dust cover on the sofa and moved it precisely where I wanted it. Even making certain that it was positioned about 4 inches from the wall, so that I had room to utilize an outlet. They cleaned up the driveway and left. Very efficient. Just remember: "they don't schedule 'em, they just deliver 'em." read more

I would NEVER recommend them to ANYONE. They received my packages on 5/24 and they JUST called me to schedule a delivery for 6/7. That is 2 weeks that they have been holding my items hostage! I will update this review after they deliver. read more

Delivered an hour after the 4 hour delivery window. No half hour courtesy call. Delivery was given to me on a shipping pallet in an empty parking space with no carrying assistance. read more

This is the absolute worst delivery company I've ever had the bad luck to deal with. I ordered a couch that was shipped from the source company in 3 days. It sat at Custom Courier Solutions for over 10 days without a single piece of communication about its status. I had to call 4 times to receive the same story over and over -- "we haven't gone through that shipment yet." After being told I would basically get the shipment whenever they got around to it, and that there was nothing I could do, nor anything they would do -- they finally called to schedule the delivery, between 8-12 on a Tuesday, THREE WEEKS AFTER the couch was ordered. Unsurprisingly, no call was received and there was no sign of Custom Courier Solutions in the between 8-12 on that Tuesday, and the four hours I took off from work -- TURNED IN TO A FULL DAY. It is a complete waste and unprofessional to expect a customer to take off time on their work day to wait around for misinformation and little or no communication at all. I called to find out what the issue was, and was told "our driver is in the midst of a white glove delivery and will call when he is done." Bottom line is: Custom Courier Solutions delivers things, but ON THEIR TERMS, and they do not give an ounce of consideration to the customer. They will tell you outright lies, just because it's the canned response they are trained to give. THEY SIMPLY DO NOT CARE. BEWARE -- if you ever have something delivered by them, you'll get it whenever THEY decide to bring it, and you better have the freedom to ask off work to wait around ALL DAY. Because when they tell you they are "reconciling the order and will call you in a day or two" they mean "we are not doing anything with your shipment, and are in no rush to do so." When they say they will deliver between 8-12, they don't mean 8-12. They mean whenever they get around to it, and if you want your stuff, they expect you to wait for it. THEY DON'T KEEP THEIR PROMISES, they are unprofessional, they have horrible time management and customer service, and in this customer's opinion, are NOT DOING THEIR JOB. Furthermore, I'll never order anything from IKEA again. read more

Funny but not! I ordered a wall oven for my remodel project from a Sears Outlet store in CT near to where I used to live. I now live outside Rochester, NY. "CRST" delivered my package to a local delivery service called "Custom Carrier Solutions". I got an automated call from CRST at 5:35 PM stating the order number and the number to call the local service between 8:00 AM to 5:00 PM. I called the next morning at 8:15 and was told the scheduling person did not arrive until 8:30 AM. I called back at 8:45 and I gave Holly my order number. I was put on hold (bad moon rising). 12 minutes later, she told me she could not schedule a delivery until the dock people put a work order on the package. What? She said she would get back to me before the end of business that day. Yup! No Call! So after 3 days of calls with Holly, I finally got a delivery time. It was a 4 hour window with a 30 minute pre-call before they arrive. Sears told me a 2 hour window. It took them 7 working days to deliver. So - My package came from CT VIA a subsidiary of CRST called "STI Home Express Services" . Express???? They actually moved my package quickly but they contracted with the local delivery service is a joke. So a week after my package arrived, it sat at the local service and when I waited for delivery it arrive with no pre call but they called when they arrived at my door at 4:50 PM. So the "CCS" guys started to unload a package that I noticed was to big. It turned out to be a Kitchen Aid small french door refrigerator. The fridge was poorly packaged in plastic wrap. I told them not to unload it because it was the wrong item. The CRST invoice was correct but the local service slip had no info on it other than my info. The package had no bar code on it either and the paperwork I was asked to sign looked like the driver sat on it for hours. I called the Sear Outlet store and they insisted they sent the correct package but the guy was not surprised that it got screwed up since I ordered it on-line. This was my second try with Sears. I told him I did not accept the package. I don't know where the screw up happen but I will never do business with Sears and hope I never have to deal with CRST or the local idiots that have the inmates running the asylum. My wall oven combo microwave oven is worth $2500 more than that piece of crap refrigerator they tried to deliver. It seams like no one can do their job right the 1st time and management could care less. This is true with every service I have used over the last 2 or more years! I would have been fired if I did my work this way! read more

We had the great misfortune of having to use this company for an IKEA delivery in Syracuse. I was told our delivery window was 10-2 and that I'd receive a call 30 minutes ahead of time so that I could get home to meet them. At 130 on the day of the delivery, I called to find out the status and was told "the drive is out and might be a little after 2, but will call you 30 minutes or so before he gets there." At 215, I received a call from the driver stating that he would arrive in about 30 minutes. I had to then scramble to find a way to get someone to the house since my lunch break had long since ended...luckily my wife was able to get there. At 235 I got another call from the driver asking where I was (oh, the irony) and complaining that he "called me 35 minutes ago and told you I'd be there in 20 minutes." Actually, 20 minutes had passed since his 30-minute-warning call. I told him my wife was on her way. I then got a call from my wife saying that as soon as she got home he made her sign before inspecting anything, began making all kinds of excuses, and finally just said "it's in the driveway" and drove off. NO courtesy at all, 45 minutes late for a FOUR HOUR WINDOW (how hard is it to hit a 4 hour window!?), and then the genius doesn't even bring it into the house? I did not expect white glove delivery or assembly, but you leave it in the driveway? I will NEVER recommend this company and will personally make sure that they are not used for any deliveries I receive ever again. I have been in customer service for 20 years and would never dream of treating a client the way we were treated today. Wow... read more

Worst delivery service. I've ordered furniture twice through Birch Lane and both times CCS was the company in charge of delivering the goods to my house in Rhinebeck. Stated time window of 9am-1pm with actual delivery after 3pm. They don't call with updates. Because of them I will no longer order furniture through Birch Lane. read more

Ordered product from out of state furniture store and Custom Courier Solutions called and said they would deliver today between 1-5. When I called to see if they could possibly give me a closer window, Brian replied flippantly, "how about 2:32pm? Well it's 5:48pm and a guy just delivered it after I waited all day and would only drop it off and not take it upstairs and unpack a filing cabinet. The worst people ever!!! Don't use them!!!!!!!!!!!!!!!!!!!!!!!!! HORRIBLE PEOPLE! JUST HORRIBLE!! Next call is BBB!!! read more

If I could give this company 0 stars I would. I had furniture delivered by them at the end of May 2018. They gave us the typical time window between 12-4. After rearranging our work schedules so my fiancé could be home when they arrived. We still had not heated from them by 3:30. After calling I was told the drivers were out of reach. I called at a few other times with them finally arriving around 6:00 without receiving a phone call that they were on their way. Being home by myself with my 2 dogs I put my dogs in the basement and showed the one gentleman what room it was going in and showed him the easiest route with the largest door clearance. Two men delivered two pieces of furniture with the third still in the truck. The first gentleman went back to the truck to get the larger piece of furniture. The other delivery guy (not even close to being a gentleman) asked me to sign paperwork saying the furniture was delivered. I expressed that I wanted to make sure the order was correct and not damaged before signing. He stayed that was not his job and I needed to sign his paperwork. This conversation went on for a few minutes with this delicious very guy becoming more aggressive and getting in my face with the paperwork for me to sign. At this time I expressed he was making me feel unsafe and asked him to leave my house. I repeated myself multiple times with no success. I had to open my window and yell to his co-worker that this guy was being very rude and I was feeling unsafe and have asked him to leave multiple times. At that time he left my house to help his co-worker with the last piece of furniture. While he was outside of my house I called my father who lived close by to come to my house due to the situation. When they came back into my house the rude delivery guy continued to try argue with me (as I am visibly upset) requesting I sign the paperwork. I finally signed the paperwork and gave it to the nicer delivery guy. The kicker they delivered one wrong piece to my sectional. I called the company and complained not only about the service but also about the wrong delivery. The woman on the phone was nice and apologetic giving me the safety managers number and the drivers manager number to file a complaint. I called and left multiple voice messages with no responses. My fiancé will be driving 41 miles to pick up the wrong piece of furniture tomorrow at their warehouse. Never let them in your house!!! read more

I'm sorry the other people were disappointed in the service. Based on the reviews I was apprehensive myself. I missed their first delivery call and they left a message, when I called them back I spoke to Melissa and she was as nice as a person could possibly be! She gave me a couple of choices for delivery. I had to call her back when I was able to confirm. I called back and we scheduled the delivery for between 10-2 and the driver would call 30 minutes prior. As the delivery was 880lbs I asked if they would move it into the garage. She said she would put that down as a special instruction. At 11:13 they called and were there within 20 minutes or so. Everything went as planned. The delivery drivers were very nice and put the palette right where the instructions said to. Again, I am sorry that other people were disappointed, but my delivery goes to show that you have to look at ALL the reviews and look beyond. I am very satisfied with Custom Courier Solutions, I hope you will be too! read more