TSI Shipping

Overall an ok experience moving. I definitely had some difficulties in the process, though. I paid extra for a 3 day pickup window that was stretched to the max. To go with that, I was assured I would receive 24 hour notification prior to pickup, but calling at the end of the work day (19 hours) prior to pickup made arranging my presence challenging. Additional difficulties were encountered on drop off. I was quoted a max 20 business day delivery, which was not met. Delivery was much closer to 27 days. Lastly, I ended up with more boxes on my inventory that I had originally planned for. TSI then elected to charge me additional funds, despite the shipper electing not to weigh my shipment and the shipper estimating I met the weight quote. Approximately 1/4 of this was eventually refunded when I disputed it, but that took 2+ weeks of back and forth emails. I will say, though, that when my things did eventually arrive they were all present and in one piece. Also, when present, the shipping company was very friendly and efficient at packing and unloading.

TSI shipping provided some of the worst quality service I have ever come across. The company advertises a cheap flat rate for shipping mattresses across the USA for $475. The company provides a limited liability of $. 10 per lb with this service ( this won't even cover the price of mattress box). They offered a higher coverage plan that would have costed me roughly $1200 for my move that would have only provided $. 60 per lb in liability ( The average memory foam mattress weighs about 200 lb for a king size, so you are capable of only getting a maximum $120 back if you encounter damages). If your item is worth more than the minimal liability, which everything is pretty much, it is suggested to find additional coverage through homeowners insurance. What they don't tell you is that homeowners insurance does not provide coverage against negligence or mishandling of personal property through transportation.

My situation was/is as follows: I purchased the $475 transportation from TSI and encountered severe damage to my new king sized tempur pedic memory foam mattress in value of $3000. They only provided a $21 check for damages.

As shown below, the mattress was in perfect condition upon pickup and severely damaged during transit.

Images below show condition prior to pickup: Item was in a perfectly wrapped plastic mattress bag and inside of a mattress box.

Images showing damage were captured upon delivery: The mattress box was torn open so badly that it even ripped away the plastic cover and the actual cover on the mattress itself. It also appears that the item was either ran over or sat underneath a heavy object for an extended period of time illustrated by the large indentation still imprinted on the mattress (no mattress looks like this).

The company's quality assurance dept had only the following for comment:

"When shipping in a freight environment specifically, although it is rare, damages can occur. We ship mattresses every day and have a below-average damage rate compared to most. I have viewed the photos you sent over but from what I can see, it does not look like there is significant damage- I see that the outer box is torn open and some of the plastic covering is not secure (I think there may be a seam opened but it is hard to tell) but the mattress itself does not appear to be ruined."

I am not sure what customer would not describe this situation as severe damage to personal property.

Fellow customers BEWARE of this company. They will not accept responsibility for their actions.

Your homeowners insurance will not cover any mistakes like this...

When items were picked up it was in a pickup truck that barely accomadated the 18 boxes, when delivered 2 boxes were missing and for the past six months I have not been able to find those boxes, I have called the supervisor Christian, the salesman Phil, the coordinator Renee and the warehouse foreman in Atlanta it appears that I am bothering them. I would not recommend your company and would never use them again and if I could get in touch with corporate I would appreciate that to let them know of my distress. Marlyn

Please forgive my delay in responding, I've been exceptionally busy with medical appointments! The "overall" service with Transit Systems was FANTASTIC! The Pastor, children and adults of Haiti - Good Samaritan Foundation - were also very, very, very pleased with your service because they were able to get their toys, clothing and other gifts in Haiti for the Christmas Holidays!

Thanks Again, Susan, Cullen and Todd! Many blessings to you for your GREAT SUPPORT!

Very poor communication. The driver picking up my load complained the whole time, also did not call me prior to pick up as requested so I could be at the storage unit. It was a four window for pick up and I was not going to sit at the storage unit for 4 hours. Then on the delivery, I had been called the night before and was given the impression he would deliver in the morning and after various calls during the day to get a time he didn't show up until almost 5:30. He had to call for directions since he apparently didn't have GPS. I had added additional boxes and understood there could be an additional charge. I had left a message for Eddie who had arranged the move, he never called back. Before the delivery I talked to no less than 3 different people who told me there was no additional charge. On 9/24 I spoke to customer service because I wanted to make the additional payment if there was one and was told no payment due. Then a week after the items were delivered I get an email from Eddie saying he was charging my credit card. No advance warning, no phone call to tell me and this was a week after the move was completed. I've never heard of a moving company delivering without being paid in full. I called Eddie on 10/2 for an explanation, he said he was looking into and haven't heard back. Very poor customer service!

Although I had given an approcimate weigh of 120 pounds for my shipment, I was not told that I needed a truck with lift gte. I did not enen think there are trucks in the industry without a lift gate. When I called to ask if they can handle the weight, they told me noand that I had to pay $75.00 extra for a truch with a lift gate. A very disturbing information at that stage of shipment. Had I known this when I applied for shipment, I would have explored further.