Best Overnite Express, Inc - Irwindale, California

Natalie M.

Extremely Dissatisfied! - Would leave zero stars if i could
Shipment from California to Northern Washington State
• Pickup requested 1/10/2025
• Shipper made multiple attempts in the following days as shipment was not picked up
• Shipment finally picked up 1/16/2025 - spoke with Best Overnite Express and were given an ETA of 1/22/2025
• Called Best Overnite Express on 1/22/2025 and were told shipment would be out for delivery the following day between 10AM and 2PM
• Called Best Overnite Express on 1/23/2025 to see if shipment was out for delivery, it is still at the Seattle terminal. Told it would be delivered tomorrow. Don't have much faith that will happen.

Told shipment delays are due to drivers being at capacity. If Best Overnite does not have enough drivers to fulfill shipments they should not be accepting shipments!

This is product we require urgently and this is impacting our business.

We will never use "Best" Overnite Express again.

As you can see from the other reviews, this seems to be common practice for Best Overnite Express.

Jose R. F.

This Company has no shame on their services, we will make sure not to ever use them again, seriously? Our much needed shipment was picked up from Los Angeles 4 days before Xmas 2024 normally it takes 3 working days after picking up from any other company. it is now December 30th and customer service can not give us a time frame to deliver.
Very frustrating for any business needing their goods.

Jamison

When you have a residential pallet delivery you’re suppose to call. I called 2x and you said you would call nope. Pallet showed up when no one was home as per usual

Lizbeth L. C.

Scheduled delivery for a specific date and time window, so I took off of work. Then I had to be the one to call them to see where my package was. I should have gotten a call letting me know their truck broke down (why do trucks *always* break down?) so I can go on with my day. Now I'm waiting for a call back to schedule another delivery and take another day off of work ... with the hopes that they will actually deliver this time.

Update - 12/12/2023: They delivered my item the next day. Delivery driver was very courteous and helped me place the item in the exact spot I wanted (very heavy item, so I'm grateful). I'm happy.

Jeffrey B.

*Update* as you can see from their response, this company still favors poor treatment of customers by essentially endorsing the poor behavior of their employees. Let me be the first to say, no customer of yours, or driver for your company will miss Colleen. She is a miserable person that projects that onto customers, hiding behind a phone that isn't available for return calls from the customers she mistreats. Well done best overnite! You guys are killing it! Unacceptable. You are clearly disconnected from what is happening within your own company, how your drivers are treated by their dispatcher, and how the dispatcher is treating your customers. You might want to take a deep dive into the culture and actual inner workings of your company, instead of praising a toxic member of your management team.

I spoke with a customer service representative and was told that I would be able to leave a note for the driver stating that I would not be present to sign for the shipment and that I could instead leave a note allowing the driver to drop off the shipment without it being signed for.

I spoke to the driver through my doorbell and he said that he could would contact his dispatcher, but it should be fine.

Colleen, the drivers dispatcher, called me and said that a note would not suffice and continued on to call me a liar when I said that I had spoken with someone on the phone, and that I was told that I could leave a note. She went on to say that they don't have my permission to leave it, even though I was on the phone with them, spoke with the driver, and left a note. What more do you need? She then hung up on me. For every response she had as to why she couldn't deliver the item, I responded with a logical answer, to which she would have another excuse that was very rudly delivered. To the extent that when she filled in the comments in the system, she put that I didn't address the letter to Best Overnite, even though I spoke to her, the driver, and customer stating my request. It seems as though her mind was made up and felt the need to try to feel better about herself for some reason. Unacceptable.

I spoke with Brenda at customer service who was incredibly helpful and made things right after Colleen completely put me off to this company.

Your dispatchers need to receive customer support training, because that interaction was completely unprofessional and unacceptable. I know that if one of my employees acted this way, the would not be employed by me for much longer.

I am available to discuss this further if necessary.

Maynor B.

Worst company to do business with, their efficiency rate is -200% if it was a real value. I stll have a shipment ongoing that got picked on the 9th at California area and the shipment is going to IA and my pallet is still at Salt Lake City since the 12th and hasnt moved so on. The funniest thing is they retendered this load to CCFS and they arent able to provide any further update as well and my delivery was supposed to be on the 15th, then the 17 of july and then today the 19th and now has bee psuhed to the 22nd and the shipment is still 972 miles away. I WONT USE YOU AGAIN. WORST EXPERIENCE EVER.

Dan W.

Edit: Response to owner update on 9/7. If that was not your protocol then why did your dispatch or clerk or whoever call us to confirm delivery tell us so? The fact that you'd sugarcoat calling me a liar by saying "some details don't add up" shows that in fact, the lack of care & messed up protocols come right from you. My shipper already credited me within a day because they care about my business. Your response comes two weeks later. I could care less what they do with you to get their credit at this point. No, I will not provide my tracking, as you had the chance to make this right at the time of my complaint. I gave you and your team a chance to correct and you failed. Enjoy the one star that you so clearly earned.

Rude customer service with no answers, just apologies. Carrier (this company) calls consignee (me) to confirm delivery next day. Confirmed. Call shipper to call carrier at 5pm on delivery day (drove an hour to my delivery site awaiting delivery that morning), shipper says this company (carrier) gave them no status or answer other than "driver could not make his delivery." An overnight shipment. Shipped Tues. Did not arrive Weds. Did not arrive Thurs despite confirmation. So with this overnight shipment late, this company offered no call to notify. This shipper's driver completely no shows, no reason given, just a "sorry we will call you tomorrow" (day 3) to reschedule it for sometime. No credit offered. Attitude given with back to me for demanding they provide the service we paid our shipper for with statements like "no one intended to do this" and "there's no shipping clerk or manager on the clock" when asked for escalation. CS rep, whoever she was, was rude, combative, and unable to de-escalate herself out of a wet paper bag. I have advised my shipper to cancel their contract and avoid at all costs, but they're bottom barrel pricing hence the bottom barrel service, so of course, here we are. They even had the audacity to say "we don't do overnight" despite their name. Really not sure what happened here, but we will not use them again (and if our shipper does, we will terminate our account with them as well). If you value customer relations, don't use these crooks for anything. If you really hate your customer, well, here they are!

Elisaia G.

The customer service team is trained to be combative from beginning to end. We were missing a pallet they had told us was delivered. I asked if they could verify the address that they delivered it to and they would not say the address. I told them the address it needed to go to and she said "thats the one we have" then my freight was delivered the next day.

I liked using them before I had to interface once with their customer service team and just that one time has made me never want to use them again.