We have used UKAY for two separate DWR orders. With our previous order, the furniture was damaged…read moreduring two different delivery attempts. This time, UKAY failed to deliver the furniture at all after repeated cancellations.
The communication from our coordinator, Jessica, was especially poor. Deliveries were canceled at the last minute, including calls early in the morning on the scheduled delivery day, after we had already rearranged our work and personal schedules. When there was a COI issue, Jessica repeatedly complained to me that UKAY could not provide what the building required instead of taking ownership and resolving it directly with building management.
Our building regularly receives and approves COIs from other delivery companies and vendors in New York. UKAY was the only company unable to make its COI comply with the building's standard requirements. Despite having the building's template and contact information, UKAY did not coordinate effectively with the building or DWR. I was forced to act as the middleman among UKAY, building management, and DWR - even though COI was entirely UKAY's responsibility as the delivery provider.
For a paid white-glove service, the entire process was extremely unprofessional. The delivery crew showed up far earlier than the confirmed window and asked us to make phone calls and coordinate arrangements for them.
After they failed to resolve building issues with repeated last min cancellations, they asked whether it could simply leave the furniture in the lobby instead of providing the in-home delivery service we paid for.
When I told Jessica that I would request a refund from DWR, she became defensive, argued that they had "tried to deliver," complained to me that she sends "thousands of COIs every day," and then hung up on me.
Across two DWR orders, UKAY either damaged the furniture or failed to deliver it at all. Their coordinator showed poor communication, took no ownership, and pushed the work of resolving their delivery problems onto the customer. This is nowhere near professional white-glove service.
