TSI ShippingReviews 1,268

Horrible communication, missed deadlines, couldn't get anyone on the phone despite numerous voicemails and emails left for them.

Warning to everyone- DO NOT use this shipping company! I paid over $1100 to have 13 small boxes of personal and work items moved from NY to CA. All 13 boxes arrived damaged and opened. My boxes were loaded on a pallet and sealed at pickup, and were sealed upon delivery, but somehow an additional box of expensive medical equipment that is not mine ended up in my shipment ($2500 value). My boxes were all torn apart, untaped, and opened up inside my pallet. Even worse, I was told I needed to be home for delivery to help unload, and given a 5 hr window so we both took the day off (since I was on crutches at the time). We waited all day and didn't hear anything. Turns out my boxes were dropped off in the front of our building with no notice and the delivery driver forged my signature. I spoke with their quality assurance manager Renee Goryl (who has been incredibly rude and unhelpful) and they refuse to refund any of my money and offered me a $100 amazon card instead. This service was awful- they literally had ONE JOB- to deliver my stuff safely and they failed to do it and pocketed the money anyway.

Overall, I was drawn to TSI by the fixed-rate pricing for shipping a mattress across the country, but otherwise had a bad experience with the service and help I received and would not use TSI again, or recommend it to a friend. The experience was stressful from start to finish.

Throughout my shipment process, I had to call TSI 10+ times and also send many emails, because I did not receive necessary information, and most of the calls resulted in no action.
After placing the order, I had to verify my order even went through (no email received).
Had to email and call multiple times to get tracking details for packing materials, which turned out to have been shipped late and ended up arriving at my address 3 weeks after I placed my order (1 week after my package was picked up). When I asked about this, I was told I had to go pay for packing materials myself and package my shipment on my own, and doing so would voided my warranty. Disappointingly, did not receive any reimbursement for the packing materials that I paid for from TSI and never got to use.
Had to call multiple times to get the BOL. I was told I would receive it 1 week before my shipment, yet on the morning of, 3 hours before pickup, I had to call TSI 3 times before I had it emailed to me. The BOL itself had typos in both the sender and recipient name.
Had to call multiple times to verify that the pickup was even happening on the day it was scheduled, since I had tried to schedule it each day for multiple days prior, and each time got no confirmation.
Due to COVID-19 complications, the dropoff location had to be changed to a couple blocks away from the original location. Thus, I had to reschedule the dropoff to a different location. When I called TSI about this, I was told they were "trying" and that I would receive an email update. I called back again the same day, and two days later, and both times I was told the same thing. Over a week later, I still have received no notice from TSI about my request. Instead, I had to contact XPO directly and they immediately updated the delivery location and even allowed me to pick a specific day to drop off the package. This was extremely upsetting.
The general impression I have of TSI is:
Customer service constantly ignores emails, and on phone calls they tell you they will process your request and send a follow-up email, and then will not follow through.
The most fruitful support I had when working with TSI was to directly call XPO after asking the TSI representative for XPO's phone number, and my XPO shipping order number.
Overall TSI felt like I paid a lot for someone to submit an order to XPO, and nothing else. I had to handle all the confirmations, make sure each step of the process was actually happening, the packing materials, and even follow-ups and escalations directly with XPO. I feel if TSI had done a good job, I would have never needed to interface with XPO, or call TSI more than 1-2 times.

Maybe my experience was an anomaly, but it definitely was not a pleasant one.

The communication was excellent and I felt that I was being updated every step of the way. However, the condition in which I received my items through TSI was deplorable to say the least. Each box was packed carefully and with adequate cushioning prior to shipment but when I received my boxes in AZ (from VA), the boxes were it terribly poor condition: Dirty, some ripped and barely holding together. Clearly they were not handled properly and I lost an appliance and several other items due to severe damage during the shipping process. I'll be using a different service the next time I need to ship my items.

The carrier missed four separate scheduled pick up times, and eventually got it on the fifth attempt over a week later. As the customer, I had to initiate communication with TSI after every single failed attempt and eventually ended up managing the coordination with the carrier myself. TSI's customer service and operations teams do not value the customer relationship and do not have effect models in place for pushing out and managing customer-stakeholder communication. This was a stressful experience and I will not be using the services again.

I experienced problems with my first shipment in April 2020 but I was told it was the fault of the third party shipping company the job was contracted out to. The same issue occurred with my second shipment in June, only this time it got worse and the shipment was lost. I left multiple messages for Bob and Renee which were not returned. Finally, I connected with Bob over the phone and he said he'd look into it. Later that day he sent me an email saying he was "confident it would be located in short order" and that he'd "be back in touch very soon". I never heard from him again and a subsequent voicemail went unreturned.

The shipping problems cost us serious time delays and absolutely no attempt was made by TSI to make things right with us, and the customer service was unacceptably non-communicative.

My boxes were lost on three separate occasions, all within the terminals. Communication was non-existent. I was promised calls regarding the status of my boxes, and never received them. Customer service reps seemed not to care. It took over a month for my 7 boxes to arrive cross country, when they were promised to arrive in 1-2 weeks max. Once my boxes finally arrived, they were beaten up and torn. I would never recommend your service to a friend, I will not use your services again, and I am disappointed that I trusted your service in the first place, and spent over one grand on risking all my belongings only to have them damaged upon their late arrival.

My shipment ended up missing and I'm still missing another box from New York to California. My mattress was dirty and boxes were open. Every time I called I was told I would hear back and never did. I was promised my items would arrive by Monday and they didn't come until Wednesday with 1/6 boxes. There is no communication whatsoever.

The managers that I spoke to were nice but yet again I have not received word about my missing
Box.

Drivers were great!

TSI price is good but, TSI needs to be more clear on the way they function. They should have said that purchasing insurance is a MUST in order to protect your shipment. For the "what happens if" your shipment is destroyed, missing iteams, opened or broken iteams. Or, how, they can only give you a gift card to replace all the missing or damaged goods. They should have said they don't have control of who or what company will take over to take your shipment. What to do if you have a scheduled pick up day and no-one shows up. Overall, TSI could have been more for the customer. Would I use TSI again? Maybe. I would test them out with insurance this time.