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January 2024 by Sudhakar B.
We ordered furniture to update our closet. The Ikea order was supposed to be delivered on Sunday. Based on this date we got our old closet torn down. Setup new flooring etc. We were all set to have the order delivered and had arranged for assembly and installation service etc. But they rescheduled last minute on the night before. They rescheduled it to Thursday next week. I called Ikea and they said they would have them deliver on Monday. Come Monday I took off from work to accept the delivery and I find out they have not put my stuff on delivery trucks. Reached out to IKEA again. Ikea reassured me that the delivery will now be on Wednesday. I got email from NAL confirming Wednesday delivery. I take off from work and wait on Wednesday and then I check status, it says scheduled for Thursday. Thursday (today) I check status and now it it scheduled for Saturday. Called Ikea again, in their system they see deliver today and they are calling to check with NAL if they have the same date on their side. I'm now waiting to see when it will be actually delivered. Meanwhile we are living like nomads with all our stuff from the closet on the floor. WTF!!!!! This is the worst delivery experience ever period. Reading all the other reviews and dreadful experiences has me worried more. IKEA PLEASE FIND A BETTER DELIVERY PARTNER!
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December 2023 by Michael M.
Terrible delivery service. They were supposed to deliver item from IKEA on Sunday 12/17. They texted saying they were coming in 15 minutes. When they they didn't I texted them back. They said to contact customer service. Then they returned item to ikea. When I complained to their customer service, they said that they did everything right!
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November 2023 by John C.
Extreme unprofessional representative and driver. I was at home all day to receive my furniture that I ordered from IKEA. Nope, they never called or showed up at my apartment. Called IKEA, they said, well call NAL group to find out more. Called NAL group. Very poor connection of the phone and barely heard that guy. Only thing I got is, 'They tried to call you'. NO, THEY DIDN'T! IKEA, get a grip and have a contrat with different group. THERE WAS A REASON WHY I ORDERED SPECIFICALLY ON THAT TIME! IF THIS WAS THE FIRST TIME, I WOULDN'T LEAVE THIS REVIEW GUESS WHAT??!?!?! EMAIL DOESN'T EVEN WORK!!!
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November 2023 by Allen Blank
Do not use this service. I work in logistics and I spend hours on the phone with carriers every week. I exchange hundreds of e-mails with carriers every day. The worst customer service I've ever received was from CRST/NAL. They did mess up my delivery, but as a logistics professional I understand that happens from time to time. It was the terrible service I received over the phone that has soured me on this company.
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October 2023 by Ranjan L.
My IKEA order was supposed to be delivered on October 5, 2023 by NAL group between 5pm-9pm. I was home all day waiting for this order, then it said they'll deliver between 8pm-10pm and they never did. I never received any call either, I checked my phone's spam filter as well. When I called IKEA the next day, I found out that they didn't deliver because they couldn't "find the house" without having any decency to give me a call to figure out the situation. This is extremely annoying when I stayed home all day planning for this we were expecting our furnitures that day. I think IKEA should reevaluate their partnership with this company because these people clearly aren't responsible professionals you can rely on, and IKEA might alienate their customers even if it's not their fault, but one of their partners incompetence.
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October 2023 by Shane Graybill
This company is incredibly shady and will literally steal items they're supposed to deliver and say they got delivered. Make sure if you order items on home depot, Walmart, or ikea's websites that they aren't using these scumbags to do the delivery. Can't emphasize how horrible this company is!
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September 2023 by Jonathan Balkin
Terrible experience dealing with this company. They are the most disorganized excuse for a logistics group I've ever dealt with, and I have dealt with dozens domestically and internationally. I will never order delivery from IKEA again knowing they're relying on this sad excuse for a logistics company with their incompetent staff and rude and completely unhelpful customer (dis-)service staff. I was placed in the middle between IKEA and NALG with both pointing fingers at each other, IKEA telling me one thing and NALG essentially calling me a liar despite simply relaying what IKEA was telling me on the phone to the NALG rep via chat. They were rude, unprofessional, and offered no help or solution whatsoever, and ended the chat with no resolution. IKEA and NALG should be embarrassed, and good luck if you get 'Phil' in customer service to help you, you may as well disconnect and try again.
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August 2023 by Tien P.
They expect you to be available from 9am-9pm on your delivery date, and then provide you with a 4 hour window the day before it is delivered. I was going to be available 10 out of the 12 hours - had something important that needed to be done and would be unavailable for just 2 hours and it happened to be during the 4 hour window. So I called North American Logistics to try to amend when the delivery would arrive or just make a note that I would not be home from 12-2pm because if I was not there, they would charge me an additional redelivery fee. As I was trying explain to the representative that I would be available any other time on this delivery date except 12-2pm, she kept interrupting me and was argumentative and rude even though I was nice to her. I asked her to let me speak and she hung up on me. I'm shocked by the horrible customer service. I would give them 0 stars if I could.
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July 2023 by Robyn T.
Frigidaire uses this company to deliver to Texas destinations. I ordered a fridge on 7/5. Earliest delivery available was 7/24. No problem. Made sure I was available on the 24th in the location the fridge needed to be delivered, 10 hours away from my home. Checked the tracking info before i left and it still said the 24th. Woke up on the 24th and it had been changed to the 28th. Called Frigidaire several times to try to get it delivered sooner because I can't be here the 28th. They have no way of calling NAL. They have to send an email and wait on them to respond. They sent and email the morning of the 24th. Here it is cob on the 25th and still no response from NAL.
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July 2023 by Michelle Shen
Just like others, reading the reviews really had me worried, but my experience was pretty great and I thought I would share it to reassure others IKEA shopping.NAL helped with a move to New York thru IKEA. Customer service was very responsive and easy to get a hold of in my experience. After the directing machine, you are taken straight to an agent, which I appreciate. You don’t want to call the NAL number from google but instead one that IKEA gives you.My apt had strict 9-5 move-in hours and required a COI. NAL turned around a COI over email within 24 hours, and calling customer service let me provide my 4-hour timeframe preference to accommodate my building’s move-in hours. They did say it was not guaranteed that scheduling would work out this way, but I got lucky maybe.My only issue with NAL is that I called ahead to request a 12-4 time slot, and it seems that message was only written on 1 of the 2 deliveries (since my IKEA order was broken up into two trucks). However, it still worked out for me. The other delivery scheduled for 8AM was postponed to 9AM from calling IKEA and they arrived promptly. Movers were professional and efficient.Maybe it’s all just luck it that it all worked out smoothly for me, but I enjoyed working with NAL and would order from IKEA again if it meant working with this company.
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June 2023 by Unekwu Y.
Frankly, the reviews for this company were scary. I ordered a bed frame from Ikea and it needed to be delivered. I looked up the company and was shocked by the reviews. I was bracing myself for a lost, misplaced and/or neglected package. To my pleasant surprise the two delivery men not only arrived early they called me on the phone to inform me they were waiting. I was 10 mins from home and they waited for me and brought the frame to my bedroom. They even helped me bring up my dining set that arrived from Target earlier in the day. Fabulous customer service! I'm sincerely sorry to anyone whose items were mishandled by NAL but it seems they've gotten their act together in the last few months.
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May 2023 by Rasmus Herlo
I have rarely experienced such a systematic disregard for the time and bandwidth of both customers and employees, who are obviously severely understaffed.Instead of going on for pages, I will quickly sum up the major points:1) I received a wrong order from IKEA (not their fault), and got to order a pick-up for return, for which I had to pay a fee of $30. Ok, no problem, as I expected to just get that handled and then the pick-up would come. This was two weeks ago, and my furniture still stands in the lobby.2) The process is such that you have to call them, pay a fee over the phone. If that is successful they will later contact you to let you know that you can schedule a pick-up (where you have to be home). This was 72 hours later...2b) The call. Since you can only call them Mon-Fri between 8am-4pm, I had already waited the weekend after my wrong delivery, but ok, I try to call them Monday. First time I get into the system, push the relevant numbers, listen to bad music, just to hear a voice saying: "we cannot answer your call, try again later". This repeats itself the following 6 times(!) I call during the day. When I finally get through, I get an excuse from the obviously exhausted worker, who explains that they are always especially understaffed on Mondays. So, the company knows, but does nothing about it.3) The scheduled delivery. Fast-forward to the day of the pick-up, which again is a work-day, where I have been asked to be home. I have paid my fee, have confirmed the pick-up on a text I got the day before, and am waiting within the time-window (1-5pm). But noone shows...3b) I again try to call them, but obviously cannot get through. Instead I call the poor IKEA employee, who is very helpful, and try to mediate contact. She has a hard time getting through, and when she does, they just tell her that the pick-up is not in their system, so they cannot do anything. Then they hang up on her!They first confirm that they can see the fee is paid, and the sms has been confirmed, then shrug their shoulders, because their system has not updated correctly...and hang up on her!?4) Now she has remade the order. Made sure the fee is transferred, and send it to their system, and as a nice favor, she wanted to check with them that everything looked ok in the system. They told her that they cannot see anything yet, but I should receive an sms tomorrow.I am left behind here baffled. I have sincerely experienced such a disregard and disrespect for customers in any company before. And even though IKEA customer lady was so kind and helpful, I must admit, that the fact the IKEA is still partnering with a company, who obviously continue this behaviour (I can read the other reviews) unfortunately makes me nervous about ordering with delivery from them again.IKEA, get out of that relationship, please...
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May 2023 by Emily Caroline
Echoing the other feedback here. Ikea order, waited all day, they texted me saying it wouldn't come til 10pm then never showed up or communicated. Later they offered to reschedule and the only window was almost a week later. Would have been better to rent a car and pick up the furniture myself.
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May 2023 by Anais Munoz
Horrible horrible company. I live in a Navy Base and wrote out specific orders for my IKEA order. I wrote very clearly that it's a Naval Base and they NEED to call me so I can escort them in, otherwise they would not be able to deliver the items. I had to wait a full week to get the items I ordered. The delivery window was 1-5pm. Literally, at 4:55pm my delivery was marked as FAILED. I called and they said they were denied access and the driver just left, even though it said VERY CLEARLY in the notes that they HAD to call me to get escorted in. I'm convinced they simply did not want to be bothered and just marked the items as failed and now I have to wait another full week. I have another order coming that is also getting delivered by them and now I'm fearing that NONE of my items are going to get here. IKEA needs a better delivery service because this company is an absolute joke.
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May 2023 by Parthik Patel
I had a delivery that was supposed to come in today. They never called to confirm and don’t pick up the phone. They’re completely off the grid, I have no idea where my stuff is. I have no idea why IKEA works with these people
