Worst customer service I have experienced in the Internet age...I arranged to pick up products bought from IKEA at the Urban Express warehouse. It has been a miserable experience. For several days I have tried to find out the status of the delivery without success. I failed to glean information automated telephone system, and have found it impossible to get connected with a customer service person. I plan to cancel my order with IKEA. Going forward if I needed to pick up something from Urban Express, I would not buy it. read more

I would give Urban Express a 0 rating if possible. they have the worst customer service and they treat customers like dirt. I had a wall unit mounted and after 11 months it fell off breaking the HD TV underneath it in the process. the total damage is close to $1,000. It turns out that the UE guy didn't even mount the wall unit on the studs. i called them several times to complain and every single time the operator tells me that the complaint manager will call me back. Once, they put on hold for 35 minutes. Eventually, I went to the Brooklyn store to complain and the personnel there threatened me there to call the police if I didn't leave. They didn't even jhave the decency to send a manager to discuss with me. It is an abonimation and I am stunned that IKEA is using them as a partner. AVOID AT ALL COSTS!!!! read more

Very unfortunately, I have experienced Urban Express. LIke the other review posts on this site, Urban Express rescheduled on me several times. When I asked to speak to a manager, I was lied to and said the managers were busy. I told the customer service rep this was BS and I will wait for a manager, all of a sudden, all the managers went home for the evening. I have never experienced such a lack of customer service and a EXTREME lack of consideration for the customer's time. It seemed this business does not have any managers or installers, but reschedules your order until FOREVER. Dealing with Urban Express has caused me more stress than the stress I thought I would have assembling my furniture item. I would have never purchased my item to begin with if I had known the treatment I have endured. I am blown away Ikea continues to conduct business with Urban Express. I will never order an assembly again through Urban Express. Urban Express is a disgrace to American business. read more

This is a review of the Stoughton, MA Urban Express company. By and far the worst customer service I have ever seen. Are their employees all ex-cons? I ordered furniture from IKEA and it was to be delivered today. They did arrive at the end of the window period - as expected, but threw the boxes on the floor, threw me a paper and left. Initially, I had said, "Hello, good afternoon," to which I received no reply. These people are useless. People complain about not having jobs...maybe Urban Express should fire these guys and hire people who actually want jobs? If I could give them half a star I would. I am glad my sister or girlfriend was not home alone when these guys showed up, I don't think it would be safe. read more

*****UPDATE*******(up to 2 stars for after-service) About half an hour after I sent this email to the CEO, I got a phone call from one of his management team. She was very nice, said she will look into all the issues, took my experience very seriously, and offered to refund me plus provide an IKEA gift certificate. My experience with her was great, but it was a pity that every other person who I dealt with at Urban Express was truly terrible (both the delivery guy and the customer service phone people). I would give them another chance now - but honestly, only because I have the direct dial of someone on the CEO's management team. *************************************************************** Urban Express sent a delivery man to my house who was on drugs Here's my official letter of complaint to IKEA and Urban Express: I made my purchase at the IKEA Stoughton on a Saturday, and arranged for delivery the following Tuesday, between 6 and 10pm. Attempt #1: * The delivery truck didn't turn up until 11.15pm (over an hour late). When the delivery crew turned up they proceeded to both continuously ring the doorbell and knock on the door for over a minute while I got down the stairs to answer the door. This woke up my downstairs neighbor and I'm sure many of the surrounding neighbors. They then proceeded to tell me that their truck was too big to come down the street, so they couldn't deliver. This was strange as their truck was only about 15ft from my front door, so I suggested they simply carry the boxes the extra 15ft. They refused, and left. The next day I called IKEA, and it took me over 2.5 hours on hold before I was able to speak to someone who could help me to rearrange the delivery. This was done for Friday July 6th between 6 and 10pm. Attempt #2: * No delivery truck turned up, and I was not called. I tried calling Urban Express but the office was closed. I called IKEA (John in the Kitchen Resolution department, who was helpful) who suggested I call Urban Express directly to re-arrange. I did this, and we re-arranged for Monday July 9th between 10am and 2pm. I asked the woman why no-one had turned up on Friday, and why I didn't receive a call and she said "they couldn't get hold of the driver". This didn't really seem to make any sense as to why a delivery would not be made, but she replied "I don't know" to every other question I asked. Attempt #3: * I receive a call on Sunday July 8th (the day before delivery is due) at 4.30pm to inform me that the truck is at my new (empty) apartment. I'm confused because it's the wrong date, and the wrong time, but given the problems I have had getting delivery, I re-arranged my plans to go to the house. I arrived to find two delivery guys outside the house. * To my horror, one of the delivery drivers was apparently high on drugs. He had red eyes, was sweating, scratching his arms, and behaving in an agitated and erratic manner. He immediately started saying that he'd only made one delivery today even though he'd been working since 10am. I was highly concerned, especially as I am a single woman living on my own. However, given the hassle I had been through trying to get the delivery I decided to take the risk and allow him and the other guy to bring in the goods. During this time he kept on making comments about my house such as when had I bought it, was I in school, did anyone else live here etc. I kept a friend on the phone, and also made sure my downstairs neighbor was aware of the situation. I felt unsafe and threatened by the situation and was shocked that IKEA and IKEA's business partners would put me in such a position. Immediately after the delivery men left, I called IKEA and spoke to Marshall in the Kitchen Resolution department. He expressed horror at what I had just been through and was apologetic, and suggested that I contact Urban Express directly to make a complaint, and that he would do so also. I called Urban Express and explained the situation and the man who responded said "Yeah. And?". I explained again and he said "Well we don't have a drug testing policy". At this point I was truly outraged that he didn't care that I had potentially had my personal safety put in danger, and I asked him if he intended to apologize. He then said, sarcastically "well I'm sorry you got your delivery a day early". I pointed out that it was in fact 6 days late and that the delivery guy was on drugs and he said "well there you go". I also informed him that I could call the police to inform them that there is a drugged-up driver currently driving a delivery truck around Boston and he basically said he didn't care, I could do what I wanted. read more

If you have ever had the misfortune of dealing with Urban Express, you may be wondering the same thing as I: How could a company that doesn't give a **** about its customers survive, and why hasn't it dropped off the face of the earth yet?! Let me preface this by saying that I am, by nature, a very easy customer to please, and I hardly ever feel compelled enough to complain about a company...however, Urban Express is BY FAR the WORST company I have ever dealt with! Obviously, the horrible customer service is not a fluke-you can read the multiple other reviews and see for yourself that their standards of customer service are non-existent. Drivers "running late"? Check. Drivers still not making it to my apartment 3 hours late? Check. Terribly long wait time on phone while attempting to contact customer service? Check. Rude staff? Check. (That was just the first attempted delivery date.) I rescheduled for a different day...everything was confirmed for a 6-10pm delivery time. What does Urban Express do? Show up at 2pm, leave a message on my voicemail while I'm at work to tell me there's no one home to receive the delivery, and tell me they have to turn back. I expected furniture upon my return home from work today, not to spend an hour and a half sorting out this mess! Sooo...I talked to a supervisor who says the drivers don't want to come back to my place because they're on their way home already. We're trying for tomorrow, but I have no faith that things will go smoothly. Think about it: most people would never get away with half-assing their jobs, so why is it ok for Urban Express to? Walking my furniture home would probably be less painful than dealing with a company of this caliber. read more

only giving 1 because i can't give zero. unfortunately buying from ikea i've had to deal with this company on more than one occasion. Terrible service EVERY time. Lost furniture and it's up to you to go find it. They'll promise you a delivery time and unless you're calling every 15min they'll never show up. if anyone has a way to buy from ikea but not use this service please post! read more

I didn't have a choice about delivery companies since IKEA decides for you. Thankfully, this company did a professional job and were absolutely prompt on their arrival. They estimated delivery between 10am and 2pm and showed up exactly at 10am. They quickly got all of the boxes up our narrow twisting staircase except for one box but they took out the few pieces inside that box and brought them up individually for us. read more

Wish I had known before the purchase! This company does a lot of business with Ikea. I didn't know this before placing my order and seeing the name of the company on the receipt. I ordered a product that has a service delivery time of 8/23/14 by 6:00PM. It's now 8/24/14 at noon and still no delivery. Also, the company either uses a phone system that's inadequate or they purposely do something to the quality of the audio to further frustrate the caller. Now that I've read reviews from other customers I have a sense of what kind of hell on earth to prepare for. read more

There is nothing good about this company. They showed up an hour and a half outside my scheduled delivery window with now courtesy call to notify me they would be late. I had to call them to find out if they were still coming. They could not manage to bring one of the items I ordered up the stairs (meanwhile we have fit bigger items up our stairs despite the fact we are not "professional movers"), as a result we sent the set back. Three days later and they STILL have not returned the items back to the store. They might get to it tonight or tomorrow morning though. If I could give zero stars I would. read more

I give four star because even though i wasn't impressed with the service, they did their job the way they should. I received the automated phone call the day before as promised, and the delivery was on time. Then the delivery guys carried all my stuff to the room I designated and left. All was done within 10 minutes. All the boxes were in perfect condition. read more

I purchased a dresser from ikea, brought it home in 3 boxes, then was told by a friend that ikea had a service where they assembled the furniture for you. So I called ikea, and they gave me the # to Urban Express. For $95, they would come to my house, and assemble the dresser here. I was told I would receive a call the night before & be given a 4 hour window for delivery. That did not happen. But I did receive a call at 8:10 am asking if driver could come in 20 mins- Awesome!!! 2 very nice men arrived at 8:30, and had my dresser put together in under an hour. I could deduct a star for no phone call the night before, but these guys did a great job. I'm giving them the 5 stars! read more

First yelp review. I don't usually write them, but Urban Express is that horrible. Similar thing happened to me with "trucks being broken" and getting rescheduled multiple times (after rearranging my schedule so I could be at home to receive the delivery). Need to seriously factor the issues of getting timely delivery into consideration when using the home shipping option from Ikea. read more

The worst service I have ever experienced - avoid at all costs. I was scheduled for my first delivery on a day 6-10pm - I got my furniture at 1AM the next morning. I then had a second delivery scheduled for a Sunday and the truck broke down and had to reschedule. This company is the pits - I would rent a UHAUL and deliver myself before I use this company again. IKEA - this affects your reputation too!!!! read more

I have had a virtually identical experience to the other one-star reviews here, which only just got resolved yesterday after a solid week of absurdity, and I am officially renting a van and breaking my back moving furniture before I have to deal with Urban Express ever again. They've not only lost my business, they've lost any conceivable respect I could have for them. They are a f--king embarrassment and I wish no ill on the workers but I hope to christ that the current management collapses and someone actually competent becomes in charge of things. I would give this -5 stars if possible. read more

One star is really a generous rating. I ordered furniture from babies r us, and first they delivered our furniture broken. Then they asked ME to call and explain the situation. The drivers were awkward, and asked incredibly unprofessional and personal questions about my pregnancy. Once the new furniture came in it took them 2 weeks to call to schedule delivery, which included several rude phone calls where they told me they were coming on a particular day, instead of asking my availability. When I told them I worked they said I should find a neighbor or friend to be there. I got phone calls at 10pm on a Saturday. Totally unprofessional, rude and I will do whatever possible to avoid having anything delivered by them in the future. read more

Worst experience ever! Pathetic company. They were supposed to deliver a home gym from Sports Authority. 3 times they stood me up without the decency of a phone call. Awful!!! read more

They are the WORST -- they didn't call when they said they would to give me the four hour window for my IKEA delivery. I had to call them and Ikea three time and they finally called me at 8 pm the night before to give me a four hour window which was from 5 pm to 9 pm, showed up at 10:00 pm unapologetic, took forever to put the chairs together and did not remove the garbage from the delivery when they left. The IKEA document/contract said 9 am to 9 pm -- IKEA customer service is also impossible to get in touch with so I am disputing the delivery charge with my credit card company and contacting IKEA corporate. The furniture is cheap, so is the customer service and Urban express is the worst. It would be cheaper and less stress to rent a truck and pay someone you find at home depot to put it together. or better yet buy furniture from a reputable company. read more

UGH. I will avoid ever using IKEA home delivery from Stoughton again until they switch companies. We scheduled a delivery window for 2pm-6pm... At 11:45am, we get a call from the delivery driver saying that he's at our apartment. Um... that's over 2 hours EARLY and we're not home - we're at work. Call dispatch office of delivery company. They say the driver is actually 15 min away. Run home, skipping a meeting at work, to try to make it there before the delivery driver leaves. No delivery driver, who has apparently left. Call dispatch office. They say they can't do anything and I have to call IKEA. Call IKEA. After spending much time on hold, talk to a human, who talks to delivery company. Delivery company says they can't do anything that day and that we have to physically drive to the store to reschedule. Still waiting for a resolution on this one, but let's just say, I'm *not* impressed. Also, they have some of the worst hold music on their line that I have ever heard. read more

This company is beyond words. They are pure evil. DO NOT order anything from Ikea, as Ikea uses this company as a 3rd party delivery service. And DO NOT have this company deliver anything. The delivery people just left my house. I had to call the police on them as they threatened to come back inside and take my furniture. They give you a piece of paper to sign that says you've inspected the furniture and that there is no damage to it. I asked if they could wait a moment while I opened the box. One of the delivery guys grabbed the paper from me, and started to rip my furniture box open. I told him to stop, and that I would do it myself. The two men then stomped down the stairs and left. A minute later, I received a call from a woman at the company, and she told me that I must sign the paperwork that says I have inspected the furniture right this moment, or else the two guys will come in and take my furniture away. The two guys then came back to my door and started ringing the bell incessantly. I had to call the police as I did not feel safe. Threatening your customers to sign paperwork that says they have inspected their product, and not allowing them to do so, and then threatening to take their furniture away is horrendous. XPO (Urban Express) if you are reading this, know that I am taking action with Corporate Ikea and that Police and neighbors have been notified to keep an eye out for anyone from your company coming back and proceeding with your threats. read more

Do not let this company deliver your furniture! Time means nothing to these people. They told us our delivery would be there between 4pm and 8pm. At 8:10 and several times thereafter my husband called UE only to be told that they would call us back. They finally called at 9:00 pm to say the delivery would be there by 9:30. 9:30 rolls around and no delivery. The guy finally shows up at 10:30 pm! read more

I had a delivery scheduled for 8/9/12 between 10am to 2pm. After two calls to Urban Express Customer Service (a long distance call to NYC), the delivery people finally arrived at 4pm and delivered the IKEA furniture. TWO HOURS LATE. The driver really wanted to use the elevator for the delivery and I offered to let them BUT explained that the elevator only stops on certain floors and mine was not one of them. Finally they decided to just carry the furniture up the stairs as I suggested because this was indeed the shortest method rather than going up the elevator across some corridors and walkways then down the stairs to my apartment. Maybe I am used to bad customer service, but for the $59 I would use them again. read more

This place is the shadiest company I have ever encountered. Echoing everyone else's complaints this actually should be no stars at all. I had IKEA stuff to be delivered on Sunday 2-6pm. At 6 I spoke to IKEA customer service (after 30 minutes on the phone) and they told me my delivery would arrive within the next hour. At 7:30 we called back and waited for 45 minutes... IKEA could not get in contact with the UE. They said they would have UE call us with their ETA when they did reach them. At 8:45ish we call UE customer service. Spend more time on the phone to be told they close at 10pm and could not help us after that time. This woman from UE tells us our package was signed for at 5:55pm. WHAT. At this point we are really starting to get worried. How did someone sign for our package if we were home all day? Did they steal our stuff? How can we prove this? etc. So this woman gives us numbers for her supervisors and managers we can call for the next day and we give up and go to bed around 10. 10:15 I get a call from the delivery guys from UE. They confirm my name and address and say they are on their way and should be there in 1 hour and 20 minutes. So 11:20. This is unacceptable considering I had to be up at 5am but at this point we are just happy to hear from someone and have a real answer. (Oh and we never find out why it said our package was signed for 5 minutes before the delivery time frame ended.... shady if you ask me) I go to sleep and my girlfriend waits up for it. THEY NEVER CAME!!!! I go to work the next day but my girlfriend spent practically the entire day dealing with them. They made a new delivery time for the next day 5-9, but their excuse for not showing up the night before was that "the truck broke down" what a load of absolute bullshit. They are liars. IF THE TRUCK BROKE DOWN BUT THEY HAD MY NUMBER WHY WASN'T I CALLED OR NOTIFIED? I read other Yelp reviews and they used this same bullshit excuse. The next day they came right at 5pm. They bring the boxes in and 1 box is literally ripped open down the middle. It looked like everything was accounted for and we took multiple pictures. About 2 hours into the building process of the bed frame we realize we are missing a piece to the bed. And I'm not talking like a screw or a little piece of wood I'm talking about THE ENTIRE SIDE OF THE BED FRAME which is long and heavy. The box that was opened either split open on the truck and they somehow missed the biggest piece of the bed or it was tampered with on purpose. We then spend 45 minutes on the phone with IKEA who tells us they can send the missing part in 7-10 business days. We say absolutely not and THEN he mentions we could also go to IKEA and have them open a new box to give us this 1 piece. Which you better believe is what we did. So more gas money and long drive JUST TO END THIS NIGHTMARE. Eventually we got the bed together and I got to sleep at 1am to have to wake up at 4am and work a 12 hour shift. NEVER AGAIN. read more

"This is insane" are the words I just said to the Urban Express rep who called me for the 5th time to once again reschedule a seemingly simple IKEA delivery. It was originally scheduled for Saturday. They call to say there "isn't going to be availability Saturday" (what does that even mean?) so ask if they can move to Sunday. Fine, Sunday it is. They call again saying "they wont be in my area Sunday, it turns out" (why not? isn't your job to deliver things to where they're going?) so ask to move it to Friday. Fine. Friday it is. They call me on Friday to say "there was a problem with the truck" so it won't be here and will be Sunday after all, with absolutely no time window to give me. Seeing the reviews below, I now realize the truck problem is likely a total sham. Who knows what is going to happen to my IKEA chairs - maybe I'll get them? I thought getting them delivered would be LESS of a hassle than getting to the store with an infant, but I'm starting to think that would have been a hell of a lot simpler. read more

Well I guess we're not the only ones that had an awful and painful experience with Urban Express! They are useless and they won't even take the time to explain anything but to give you false information so that you don't bother them! We bought a mattress from IKEA Stoughton and since it's a king size one it wouldn't fit in our car. So we chose to use their delivery service. BIG MISTAKE! Like the other two reviews we were giving a time, and they didn't show up. When I called them they said they were going to be a couple of hours late! REALLY? So they wanted to come to my house at 8 pm. I chose to reschedule. The person from UE gave me a hard time for doing so. We rescheduled for two days later, they told us they couldn't give us an time slot because they don't have their schedules done two days in advance?!? Anyway, another day, another time, and they didn't show up again! Why? Because our mattress didn't even make it in the truck! We're told they're going to figure this out today and call us back! Did they? NOOOOO! Needless to say we'll never have anything delivered from IKEA ever again! read more

When the courier arrived this morning to make our IKEA delivery he did not ring the doorbell correctly. I was home awaiting the delivery and listening for the doorbell. It did not ring. The doorbell is networked to a phone, the log of which shows that he did not ring it. It's a little bit complicated to call the unit. Which would lead most people to read the "fine print" and see that there are instructions directly below the key pad. I am shocked that the courier would not take the time to do that. Because of that, we now have to wait who knows how long for the delivery, I have lost my morning, and I have no confidence that the courier will be able to successfully ring the doorbell next time. I called the Manhattan number to let them know what had happened, and got a very nice person on the phone who then put me through to what she called a supervisor, who was a person she she said was "at the warehouse," who I guess is here in Boston. This person was totally disrespectful and unpleasant. I thought the point of this company was making deliveries, or is it verbally abusing women over the phone? When I was put through to him, he was silent for an uncomfortably long period, obviously baiting me to speak. When he finally spoke he said, "So how can I help you?,"even though he obviously knew what I was calling about, and when I told him what had happened, he basically accused me of lying, saying he had just spoken to his driver and that the driver had rung the doorbell and waited there for ten minutes. Again, this is just impossible, he did not ring the unit. When I said his driver needed to take the time to ring a doorbell correctly he said, "I don't even know what that means." Well, exactly, obviously he and everybody else he's working with don't know how to ring a doorbell. I am totally disgusted and am going to make a complaint to IKEA (not, as Kat H. points out, that it will matter!?) not only because of the failure of competence in making a simple delivery but, more importantly, because of how I was then talked to by this extremely unpleasant person who needs customer service training, if not anger management. I cannot believe we now have to deal with this company again to try to get our delivery. IKEA, find another delivery company, please! I would suggest when you order something from IKEA that has to be delivered, demand that they use another service, because if there's any snafu, you are going to be blamed and you will be abused in the process. read more

I hesitate to post this review now, as I have not yet had my items delivered, but the customer service I have dealt with so far has been atrocious. I ordered furniture from IKEA and had to ask them to step in on my behalf or cancel the order completely. First, this company employs some of the rudest telephone operators I have ever encountered. I realize that the job is neither glamorous or rewarding, but it is a job, and it is in customer service, so the people working should not pick up the phone as though it is an inconvenience to them. (As a customer service person for 15+ years, I understand that you are not expected to continue to be pleasant if the person on the other end is not, but these people pick up the phone with the assumption that they will be speaking to someone unpleasant.) My first encounter with them did not begin well. I originally spoke with the IKEA delivery people because my items had not arrived and it was the day after their original projected arrival date. I was told that my items had been transferred to Urban Express on Wednesday (it was Friday). When I spoke to the rep at Urban Express, she insisted my items had just been received that day (Friday) and that they were "just about to call me." She then asked me when I would like my items delivered, and I informed her that the day of the week did not matter (except Sunday) but, as I am receiving something for a business, I needed to take the delivery during business hours - between 9am and 4pm, when our receiving dock is open. I asked her what time slots were available, and she insisted that I pick a particular day first, before she could look at time slots (why she couldn't just look at the schedule and see what slots were available in that timeframe is beyond me). When I told her I would take the delivery Monday, she immediately said that someone would call and confirm delivery on Sunday (Hello? Business open Monday through Friday?). I told her that I would need to change to Tuesday if that was the procedure, and asked if she had any available windows between 9am and 4pm on Tuesday. She replied that they would not be able to give me a window until the day before, but that she would note in my records that the receiving dock is only open between 9am and 4pm. Not only did I not receive a phone call Monday, but the e-mail I did receive stated that I would be receiving my items between 4pm and 8pm! I immediately called Urban Express, at which point I was connected to another operator who sounded as though she'd been interruped during her television time just to answer the phone (maybe get a different job?). When I told her what had happened, and requested to change the delivery, she informed me that they could not schedule a specific window at all - the delivery window would just be assigned to me, no matter what. Eventually, I asked to speak to her supervisor, as I was not making progress, and she put me on hold... for 30 minutes. Finally, I got so fed up with waiting, I hung up and called IKEA. Their delivery representative had to get on the phone with Urban Express to make sure I would get a time during which my office building would be open. The IKEA representative told me that the Urban Express representative told him that had my request been passed along to the scheduling department at Urban Express instead of just noted in the comments (how lazy can you get?), they would have scheduled my delivery during my business hours to begin with. Again, I hesitate to post this review before my items are even delivered, because I can only imagine the fun I am in for when the delivery people show up, but I would NEVER choose this company. They are rude and lazy, and no amount of money would be a small enough charge for me to hire them. read more