We scheduled a move with World Wide Van Lines for May. After talking with a helpful and nice salesperson, I was sold on World Wide. I had also spoken with close to 15 other moving companies at the time. The salesperson confirmed a number of things that we could expect from World Wide Service, among those: the phone number of the driver, a team which did not include day laborers on the day of pickup, consistent customer service throughout the moving process. I was told that I would receive a call from our driver, Desmond Campbell, with A Team Trucking, sometime Friday the 14th sharing the 6-hour window when the truck would arrive to load our things. I did not hear from Desmond by 4pm, so I called. I proceeded to call three times on the 14th to obtain a time frame for the pick-up. When the truck and loading team arrived, it was apparent that two of the four men were day laborers, who spoke very little English. This was something I was assured would not happen. During loading, there was a verbal exchange between one of the team, Antoine, and my boyfriend, which ended with Antoine giving my boyfriend the middle finger. Perhaps this was done in jest, but regardless, it was unprofessional and disrespectful.
After the truck was loaded, I was informed that Desmond would not be driving our things to Oregon as we had thought. He said the actual driver would call us that week with a drop off time. We made a verbal agreement at that time that our things would arrive in Portland on Saturday, May 22nd. Between MAY 15th and MAY 24th, we did not hear from the actual driver or receive his contact information. We also left countless voicemails with Dispatch, Sales and Customer Service. During the weekend of the verbally agreed upon drop off time, I contacted World Wide Van Lines approximately 6 times in order to obtain some updates or information as to the whereabouts of our belongings. At no time, did anyone return my calls. On Monday, May 24th I contacted Dispatch and left another voicemail. The second time I called, I spoke with a woman at 11:35 PCT, who said she would get back with me about the status. At 1:45pm PCT, I received a call back from Inga with Dispatch. She informed me that our things would be delivered near the 30th of May, approximately six days from the call date and 7 days after the verbal agreement delivery date. At 1:48pm PCT I called and spoke with Elliot. I spoke with Elliot, who informed me that the driver was in Idaho and would be able to deliver within the next day or so. I was asked if I had the drivers phone numbers and promptly given the number. Finally at 1:49pm PCT, I used a number given to me and called the driver, Antoine. He informed me that he was able to deliver that evening or the next morning. I was asked to give the delivery address for the third time and was told I would be getting a follow up call later that evening. I did not receive that call and had to call again myself.
We were incredibly disappointed by the customer service and professionalism of World Wide Van Lines and A Team Trucking. Much of our grievances could have been avoided by consistent call backs to our many voicemails and simply following through with what was promised at the time of first confirmation. I had confidence in this company as it was rated A by the Better Business Bureau and offered very competitive pricing, but now, as a first time user of full service movers, We just feel taken advantage of and seen as a reference number rather than a valuable customer.
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