Forward Air Inc

Facility info

Delivery reliability is a major problem — Multiple reports of missed delivery windows, no-shows, rescheduling without notice, and packages sitting for weeks without being delivered or scheduled. Communication failures across the board — Phone lines go unanswered or hang up on callers; voicemails not returned; promised courtesy calls don't happen; no proactive customer contact about delays or changes. Long hold times and wait times — Callers report being on hold for extended periods; some deliveries 10+ hours behind schedule. Load/unload times vary — Some report quick turnarounds (around 1 hour), others experience significant delays. Staff quality inconsistent — A few specific staff members noted as helpful and friendly; others described as rude, unprofessional, or unhelpful. Check-in and forklift operators sometimes praised. Facility conditions — Dock doors noted as wide/functional; parking availability not clearly addressed in reviews. Damage and loss issues — Reports of damaged/crushed shipments, mislabeled items, items sent to wrong locations, and weight discrepancies leading to overcharges. Scheduling problems — Difficulty getting items scheduled for delivery; when scheduled, delivery windows frequently not honored; no priority given to rescheduled shipments. Overnight parking — Not addressed in reviews. General consensus — Strongly mixed. Some drivers/customers had smooth experiences; majority report serious operational and communication failures. Pattern suggests structural staffing/management issues rather than isolated incidents.