This may be a bit long. First of all, the good stuff: This company has a lot of great reviews, which is why I chose them. I like their philosophy that they try to upcycle what they pick up instead of it all going into a landfill. They arrived on time, and loader was courteous, and the second customer service person was very attentive to my complaint and did the best she could. Here is what I didn't like: I had put in an order to have a futon mattress and futon frame picked up, and noted that the futon frame was bulky. When we bought the futon 30 years ago, it was delivered to our apt in one piece. Later, when we bought a home, the movers moved it from our apt and delivered it up two flights in our new home in one piece. When LoadUp arrived, the driver said the futon frame it was too bulky to take out in one piece, and he could only take the mattress. Furthermore, he said the company never told him the item was bulky, and he didn't have room in his truck, since he still had three more loads to pick up that afternoon for other people. Even if we could disassemble it while he took out the mattress (with his helper, which was his wife, who looked strong, but she was short, and yeah, it was too bulky for her). He told me I would have to call the company to reschedule. I contacted customer service, they asked me to send a picture of the item, which I did, and I never heard back again. I had to contact them a second time before I got any real service from another customer service rep. When I finally made contact with the second service rep, she said I would have to pay an additional fee for the driver to come back, to compensate him. Now I get it; gas is expensive, and they can't make two trips to pick up every load. But to me, as a customer, it felt like a bait-and-switch scam. They don't leave enough room in the truck to pick up a bulky item (which they had been informed of from the beginning) and now I have to compensate extra them for the mistake? If the driver had just said this is too big for me and my wife to carry out, you have to disassemble it first, I would have gotten it. It does say that somewhere in the fine print, even though it had been successfully moved twice without disassembly, so I wasn't expecting it. But to say I had to reschedule because he had no room in the truck for all his orders that day, and then charge me for it? I said no thank you. Please remove my charge for picking up the second item, and I will figure out how to get rid of it on my own. They knocked off $50. I paid $214 originally for them to pick up two items, they did half the job, but I got reimbursed less than 1/4 of that. I accepted that because at that point I wanted nothing more to do with the company. I told them I wasn't happy, but if they couldn't provide me with free return pickup, I would cut my losses, learn from my mistakes, and post balanced but not stellar reviews all over the internet. This is me doing that. Like I said, their overwhelming positive reviews says they have lots of happy customers. Unfortunately, I am not one of them.