AGGRESSIVE DRIVER, NO RESPINSE FROM COMPANY
On 23 March 2026, I received a delivery from Loads of Stone, transported via Palletways and carried out by Cross Country Couriers. I am writing to formally raise a complaint regarding the conduct of the delivery driver and the handling of the delivery.
Upon arrival, the driver reversed into the driveway and stopped approximately three metres from the entrance gate. He stated that he could not proceed further because his vehicle was “too wide,” which was not accurate. When he opened the truck and prepared to use a trolley, I asked whether it was suitable for use on gravel, as it appeared designed for hard surfaces. He assured me it was capable and that he would take the pallet as close to the garage as possible.
As soon as the pallet was lowered, the trolley sank into the gravel due to the weight. We attempted to clear a path, but it made no difference. The driver became increasingly agitated while trying to move the pallet and used aggressive and inappropriate language, effing and blinding. At this point, I asked him to reload the pallet so I could reject the delivery.
The driver contacted his manager, and shortly afterwards I received a call explaining that the delivery was kerbside only and that the company was not insured to enter the property. This was the first time this information had been communicated to me. I explained that the driver had instead claimed the issue was the width of his truck, which I had already demonstrated was not the case.
My friend, the property owner, came outside, and I asked her to ensure the security cameras were recording due to the driver’s behaviour. Despite the trolley being mostly on the driveway and clearly unable to move the load, the driver continued to drag it, causing damage to the gravel surface. I offered to help unload the bags myself to lighten the pallet, but the driver reacted angrily and again using the f bomb, stating he was not paid to do so. I then told him to sit in his truck and I proceeded to unload the bags to avoid further confrontation and to remove him from the property as quickly as possible.
The driver eventually assisted but did so carelessly, throwing bags to the ground, resulting in multiple bags bursting. Additional bags were damaged due to his continued attempts to force the trolley across the gravel. During a phone call with his company, he misrepresented the situation, claiming I was unloading the pallet unnecessarily. At one point, he also behaved in a physically intimidating manner by stepping towards me aggressively.
Despite his behaviour, I continued unloading until the pallet was empty, and the driver then left the property. Throughout the incident, he showed disregard for my safety and for the property, including causing damage to the driveway.
This entire situation could have been avoided had the driver simply stated that the trolley could not be used on gravel. He could have moved the truck a few metres forward into the adjacent church car park—an area he had already driven through—which has a hard surface suitable for unloading. I would have been able to transport the bags from there without issue.
The driver’s conduct was unacceptable, unprofessional, and at times intimidating. His behaviour towards myself a 52-year-old and a 74‑year‑old property owner was wholly inappropriate. I requested that this matter be investigated and that appropriate action be taken to address both the damage caused and the unacceptable conduct displayed.
To date no one from Cross Country Carriers has contacted to remedy the problem.
