Day & Ross Freight, Calgary, AB

K G - 2022-07-15

Delivered 10 days later than expected date - package had been scanned into their terminal 6 days prior to expected delivery date so it sat for 16 days in the city. Customer service did not appear to have the tools to track packages or identify when they will be scheduled for delivery. After waiting 7 days after the first call to support I was told that I'd be contacted within 24 hours. Low and behold I was not. By the third call the package was identified as 'lost' but magically found a few days later. Staff was willing and trying to be helpful however I do not think they have the tools or technology to meet customer expectations. Delivery drivers were courteous and respectful so no issues there. They also appear to only deliver to particular quadrants of the city certain days of the week - meaning your delivery times can vary wildly based off when your package arrives, when they can ship it, and when you are available to receive the package. Overall a poor experience only made remotely acceptable because of the people working there. If possible avoid Day & Ross.

Victoria Field - 2022-06-14

Absolute gong show. Parcel has shown as ‘out for delivery’ for 8 days now. Tried to sign up for email updates on delivery via there website and got an error message. Called and sat on hold for 45 minutes, talked to someone for 5 minutes and then the line disconnected with no follow up. When they finally delivered they refused to deliver to the back…. It’s an 800 pound and $4K patio door for a client that we needed in the garage for safekeeping. Total refusal to do so. Hate that Home Depot uses this company for deliveries. My dog could have done a better job. The only reasonable person at this company to deal with was Holly from the main office.

Natasha Kelly - 2022-08-06

We had a great experience with our delivery from Costco via Day & Ross. They communicated really well & let us know exactly when they could deliver my item. When the delivery drivers arrived they were super helpful & accommodating. They helped us place the heavy item where we needed it. Thanks a bunch!

Eva Choi - 2022-11-26

When Day and Ross are great - they are GREAT! Their customer service team is incredibly kind and empathetic. When there are complications or exceptions to the delivery, it is incredibly rough. The level of service at the terminal and ability to manage situations that fall through the cracks takes time - that being said, they are a HUGE company, therefore not as agile as a smaller company. If you require your expectations will be managed, follow up, explanations or any level of understanding on process - this might not be the best fit. In my experience, the turn around for resolutions is a week at best (outside of peak season).

Jamie G - 2022-08-06

I have been following up for weeks to get my package delivered. I have been told multiple times it would be here then it was never delivered. I was given a proper delivery window (8-12) and waited all day for a delivery for it to never arrive. This package is now a month past the original estimated delivery date and it is still nowhere in sight. No one is giving me a straight answer and I have to call and email multiple times to get a vague “we will look into it” response. Pretty sure they have lost my package and don’t want to fess up to it.