Innovel Solutions

I just cancelled my order from Costco today after getting rescheduled 3 times. I got a call from Innovel tonight at 6PM stating that my delivery is scheduled for 8-11AM this morning. I wonder how they schedule a delivery back in time? Also when I call Costco customer service in the afternoon, they told me they could not find the item I ordered at the warehouse. Complete mess! And talking to Costco supervisor does not help either. They just give you another run around just like the other customer support reps. Stay away from Costco delivery via Innovel.

I ordered a washer/dryer laundry center from Lowe's for a rental of mine. The tenant that lived there said she would be home to let delivery guys in and install the unit. Here's how it went over the course of 3 weeks.
Delivery day 1: Randomly showed up without giving me any notice. Left because no one was home.
Delivery day 2: Didn't show up
Delivery day 3: They showed up, looked at the space where it was to be installed, decided it was too big to fit (without even measuring it) left without leaving the unit.
Delivery day 4: Didn't show up
Delivery day 5: Installed a broken unit. The washer would wash clothes but the dryer wouldn't turn on at all. After hours of messing with it and trying to figure out what was wrong, I had to call and have them come get it. For whatever reason they didn't bring a new one when they picked up the broken unit.
Delivery day 6: Delivered to the completely wrong address. Called and said the person didn't order a washer/dryer. Left without trying to find the correct house.
Delivery day 7: Finally delivered. Which took me wait around this girl's house all day so I could be there when they arrived to make these incompetent people actually got the unit in the house.
I will never have go through the Lowe's delivery process again. Idiots

Ordered a hot water heater from Costco. Innovel Solutions was in charge of delivery. After two weeks, I was informed they were unable to make delivery with no explanation and to reschedule. Another two weeks was the soonest they could deliver. After two weeks, nothing. They had no record of anything being delivered. I would never order appliances again from Costco.

BUYER BEWARE!
Buy your appliances from ANYPLACE but Costco and have it delivered by ANYONE but the fools they hire to deliver! I have never had a worse experience with any company than these idiots! I can't give them a bad enough review! If you use them you will be making a monumental mistake!

This should be zero out of five. I ordered a washer and Costco and Logistic supposed to deliver, install new washer and haul away the old one. The delivery man claimed the water valves faulty and he could not turn off the water. He used that excuse to refuse disconnecting the old washer and install the new one. Even I shut down the water the whole house, he still yelled and banged his tools into my water valves and box. His team left my house and shortly after that I received and email for Costco Logistics said the "delivery completed". I paid almost $200 for a handy man to disconnect my old washer, install new washer, and haul the old one away. The handy man found no issue with the two water valves. I never had any issue like this with any other vendors (Sears, Home depot, Best buy...). I will never order any washer from Costco again after this horrible experience.

I currently experience the frustration from COSTCO logistics( the original Innovel)

ordered May 2nd, 2021,
At first scheduled time, no show no call; I contacted costco and reschedule,
This repeated for THREE times, no show no call, no explanation or uses different excuses
3. Called last week, was told logistic will contact me within 24 hours, nothing;
4. Call customer service again today, after 6 weeks.
I was told they could reschedule for a deliver for June 28th ( the same expected delivery if you order it today, instead of 6 weeks ago).
5. I am waiting for logistics ( 1 hour 48 mins)

Ordered a washer & dryer through Costco on 5/30/21, which was to be delivered by Costco Logistics/Innovel Solutions on 6/23/21. During delivery we learn the dryer "could not be found" and that they would only be bringing the washer. They installed the washer at our home but did not give us a chance to test the machine prior to leaving. When we turned it on our laundry room flooded with water and we saw the connection hose had been punctured during the installation. Delivery confirmation email we received inaccurately states we received the dryer and that everything was tested and working correctly (we never signed this). The picture even shows only a washer in the photo. I wait on hold 2+ hours whenever I call and somehow I still don't have a case #, despite speaking w/ several reps.

Summary: $1000+ spent and no product (dryer), washer not installed correctly, false delivery confirmation email, and no way to reach Costco Logistics/Innovel customer service for a solution.

Placed an order for patio furniture 5/22 and requested and given a delivery date of 6/22. Never arrived, then promised 7/6-never arrived. Then promised 7/13-never arrived. Cancelled order. Placed new order for different patio set, requested and given delivery date of 7/22-never arrived. Now being told it hasn't even arrived at shipping depot yet despite my tracking says it was there 3 days ago. Good grief!

They did not come last night to install the refrigerator… I even called and they said they were "on their way"! Never called, I called this morning…. Are you read new due date NEXT THURSDAY! Ya think that's acceptable? Not!

I received a call at 7:30 this morning and was told my item, a treadmill, would arrive at 2:30. The window given me by Costco was 2-4 pm. At 5 I called Costco and was told the item was delivered and said that it was not. Then the Costco rep told me that it never made the truck. Costco and Innovel obviously thinks my time is not worth anything. Costco might be a good warehouse, but I am not happy to be a member with this type of unacceptable service (no that is not the word).
$#*! Raskin

Delivery scheduled for 6/8 and was a No show. Went online a re-scheduled for 6/15 which was the earliest. Received automated call for delivery the day before scheduled between 10Am-12pm. 1 pm no show. I called customer service. Half hour hold. And said they had to refer me to logistics which was a wait time of 42 minutes so I decided to wait. 3 pm no delivery so called Logitics and on hold for 46 min. Finally answered and said the needed to call delivery service, confirmed my phone number so put me on hold again for about 6 minutes and was disconnected. No Call Back By Him! Re-called at 4:15 and at 5:09 still on hold. No respect for those who take time off work and loss of wages, they just Do Not Care.

I ordered a washer/dryer 5/30/21. I scheduled the delivery for 6/18. I never received a call so I called and waited on hold for 2 hours. They told me I was delivery #7 for the day and it would be between 2-4pm. No one ever showed up! I called the following week again with another 1.5 hours on hold. Rescheduled for 6/30 delivery. They show up with the wrong washer/dryer! Mine was delivered to the wrong place on 6/18. They will have to reorder. This is unbelievable. No apology or acknowledgment they've totally messed up my order.

These guys are worst creature in this world. In a sunny bright day they said we cant deliver your items because of weather issues. And this is the third time its happening. Bunch of morons.

ETA: After posting many reviews on social media platforms and BBB, Innovel Solutions and Costco contacted me. I am pleased at the exceptional customer service I received on the follow ups to my complaint. They paid for the removal of my old fridge and fixed the damages I noted below. I appreciate their prompt solution to my issues and I am very satisfied at the resolution. The Innovel Solutions Director, Preston, stated that he just purchased the company in October 2020 and is working on re-training the team.

New refrigerator is working and no issues so far on day 3. My beef is with the delivery experience that Costco hires for large purchases, Innovel Logistics. BEWARE! I bought this particular fridge because it could get here the fastest (old fridge broke). Delivery was set for Friday and I took all day off of work to be home. They don't send you the delivery window until the night before so it is not possible to only take a few hours off of work. Friday morning they called to confirm, then 2 hours prior to arrival they called and said the truck broke down and wanted to reschedule me to Wednesday. I begged for Saturday and they agreed only because I happened to have a TV delivery scheduled with the same company for Saturday. Delivery happened on Saturday with two men. One did NOT wear his mask at all and was completely RUDE. I am not the type to complain or write in depth reviews but I feel personally taken advantage of in this whole situation. They would not listen to me when I made suggestions on how to get the fridge past my passageway and kept banging the doors into my walls. I just had the walls and trim puttied and painted a week ago and the delivery men took off paint on the walls, made a dent in the trim, and a huge gouge in the siding. I have pictures. Then they REFUSED TO TAKE MY OLD FRIDGE AWAY EVEN THOUGH IT IS LISTED IN MY PAPERWORK AS AN INCLUDED SERVICE. The one guy was a complete a. Hole about everything from the start! I showed him my receipt that clearly shows haul away and he kept saying it wasn't on his paperwork. I should have requested to see his paperwork. I spent hours on the phone with Costco logistics trying to get this resolved as I have two huge fridges in my kitchen making the kitchen unusable. Costco said the best they can do is Wednesday and that someone will call me Tuesday night to schedule the time. Well what do you know? Today is Wednesday and no one called and no one showed up to take the old fridge away. I CANNOT BELIEVE THE HORRIBLE CUSTOMER SERVICE from Costco's delivery crew! Oh and in regards to the wall and trim damage, the Costco rep said that is between me and the delivery company! Costco gave me the Innovel Logistic's number and I have been calling and get the impossible phone tree and can't get ahold of anyone then the phone tree hangs up on me! I have called Costco 3 times and tried the delivery service phone numbers 4 times. I can't get anywhere with this problem! I have been a Costco lover for 15 years and I will never buy any major appliance or anything that gets hand delivered again. I am contemplating canceling my membership. When venting this to a friend she said she had a similar experience with a Costco refrigerator delivery this year! BEWARE OF INNOVEL LOGISTICS!

Just had a large screen TV delivered by these folks. Everything was according to plan and the service was great. E-mail and telephone commo was excellent and courteous. I was worried at first after reading some of the reviews on this delivery service, but my experience with them was top of the line! This review is for the El Paso, TX location.

Delivery delayed one week, then another week, finally scheduled for one time slot, then re-scheduled for another time slot. And then they never showed up and never bothered to call to re-schedule. When I called to find out what was going on I was put on hold for 30 minutes. They finally answered and some gal told me it hasn't even left the warehouse yet and there is no way it will be delivered today. Scary thing is: the US Military uses these $#*!ing clowns. God help us if they are contracted to deliver Covid vaccine.

Supposed to receive my Costco order yesterday. They claim on their tracking that they called me and got voice mail. In this day and age, I can see all my call logs on both my home and mobile number. So... no, they didn't call me at all. I understand from another review that Innovel is trying to improve. Looks like business as usual for them to me... same old nonsense as before. They say they will come. They say they will call. But what actually happens is just a lot of frustration and terrible customer service. Meanwhile, where is the product I paid for? I was a fool to give Costco bulky item delivery a second chance after what happened last time. No "deal" is worth this hassle.

The web page is like one from nineties, one that doesn't do even the basics of modern day web applications. The company feels like so shady as it doesn't even tell you how you can contact it or give your feedback, no phone, no email contact, no ability to correct your order information after you notice your order has been messed up innovel/costco, you are expected to cancel the order and come back in the queue again for setting up the deliver when you could be given an opportunity in a modern day web application to fix the errors. Innovel really sucks. I believe research shows Costco bought this company from Sears for 1 billion, it must have been some stupid idiot in costco to buy such a lousy company for such high price tag.

I waited for 1 hour and 50 minutes on hold for 2 consecutive days and they never answer.
I'm extremely disappointed at this service, my item has been held at their location for 2 weeks now and no update of delivery.

They cannot be reached, they will continually send you notices that your order is on the way and they LIE! Then good luck trying to get someone up high to help you. It is a nightmare!

If I could give this company zero stars I could. Firstly, they never came in the allotted time frame. 15 minutes after the time frame I received a delivery confirmation email saying it was delivered and it was not. The delivery receipt and the email showed a blurred out picture of nothing and a scribble of a line for a signature. I left my house and came back to them leaving a yellow sticky note that they were there but no time frame to come back or number to call. When I called customer services about this they confirmed the bad email and picture and said they would get back to me to let me know where my couch is. 4 days later, no call back and no couch. I called Costco about this 3 days ago and no call back from them either. When I called for an update from Innovel they pretended like I had a bad connection and HUNG UP ON ME.

After the 2 hour delivery window for my order came and went I decided to call and figure out where my product was. After a 30 minute phone call, which yielded no information, I spent an hour on an online chat where I was told that my delivery was cancelled and I had to reschedule. I had to spend 90 minutes of my own time to get them to reschedule my delivery after they cancelled it without notifying me. I asked where I could provide my feedback based on the service received and was told that there was no place where Costco or Innovel would collect my feedback; hopefully they will see it here

They were contracted through/purchased by Costco.com and jerked me around all day. I was told they came and I wasn't here. I was told they came to my brown house with a white roof. My house is not brown, nor is my roof white. I was told they would have to reschedule for Wednesday. I told them this was unacceptable as I had to take time off work just for this delivery. I was then told they would come later in the day. Hours later I called back to check and was given new excuses about how my directions weren't specific enough. Spent 30 minutes on the phone giving directions and telling them to call me if they have any trouble. Nothing for another 2 hours. Call back to be told, sorry, they can't come back. 10 hours of vacation time wasted. I will NEVER order from Costco.com ever again. THE WORST.