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.