Innovel Solutions

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.

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 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.

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.

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!

This morning, I waited through a 2 hour delivery window with no sign of delivery of my refrigerator. Tried to get the delivery people and scheduler from Innovel Solutions but to no avail. Finally, did call the delivery men to learn that the product had not been picked up and that delivery would have to be rescheduled for another week. What a wasted morning, especially after prepping the floor for the moving folks, prepping the old refrigerator, etc. Terrible company with no communication!

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.

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.

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!

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)

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.

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

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

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!

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

We ordered a TV on OCTOBER 31ST. Still haven't received our TV and its December 19th. After telling us there were delays, they set the shipping date on November 20th. We waited all day long. Turn out they turned the truck around and told us it was headed back to the warehouse 2 hours away! Tried to reschedule. They basically couldn't even find our TV, Costco couldn't even contact the warehouse because they didn't answer their phones and we didn't know where the hell our TV was for two weeks. We called everyday. They would always say " we will contact you with our "resolution team" in 24-72 hours. THEY NEVER call. Never. So eventually we get a call that they found our TV! Cool so, it was lost. And Now as of December 19th when they schedules it a week ago, they call to inform us that they don't have a truck to deliver it. So they we rescheduled for Monday.

This company is a $#*!ing joke and I hope Costco $#*!ing dumps them

I recently purchased a dishwasher from Costco, and had the bad fortune of getting Innovel and the delivery company. Innovel's communication is terrible, and their "white glove" delivery consisted of the drivers hurriedly bringing the box into my house, setting it down in the middle of my kitchen floor (making it hard to walk around) and saying "thanks, have a good day" before rushing out the door. They were literally in my house for about 60 seconds. At least they were polite, but this was otherwise the most unprofessional delivery I've ever experienced. Innovel was also supposed to set up installation, but that was a separate mess and I ended up arranging my own. Avoid this company at all costs.

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.

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!