Need It Now Courier Service

I just walked through my building lobby and the doormen were trying to get a guy who looked homeless out of the lobby with a big hand truck, he was shouting and screaming that he didn't want to use the service entrance.
When he did go around to the service I asked the staff who it was. They identified the company and the delivery guy (kenneth S.)

Working in Manhattan for over 20 years, I have experienced many messenger/courier services but this one was rather unique. The driver I encountered had a helper, a brand new van and was very polite. I no longer have to shop around for my courier needs. Need it Now is the one I'm using from now on.

I scheduled a pick from midtown Manhattan to the Bronx. They were late for pick up. The package was supposed to get to the destination the same day afternoon. When I tried to call and find out the status. They told me they weren't able to get hold of the driver the entire afternoon. One of their representatives told my manager that there was nothing they could do - the driver might've been dead! My supervisor finally spoke to the manager and the manager PROMISED they would call my supervisor once the shipment was completed the next morning.

Next morning I called to track the shipments because my supervisor didn't receive any update. Need It Now could not provide me with any updated information and promised to call me back immediately but didn't. I called again 10 minutes later and they still didn't have the information.

I finally made the embarrassing phone call to my customer to see if they've received it. Fortunately they did. I was relieved but very angry at Need It Now. This is the most ridiculous experience I've ever had or even heard. Please tell me not all the messengers/couriers are like this!

And if you happened to be in the courier/messenger industry, please have the courtesy to call your customer even if you don't have any the information yet because your customers trusted you and relied on your services.