Name: LoadUp
Rating: 4.58

“The worst customer service. I strongly recommend finding another junk removal service. The company gives you a direct number to contact your loader to get an eta. I called and texted my loader and he never answered or replied. He ignored me over and over. I had a four hour window and wanted to know a rough eta so I could go get other items done for my big move and be back in time. I had to sit and wait because I had zero communication from him or the company. My loader was late- arrived way outside my four hour window. I had to reach out to customer service to get any updates, rather than they be the ones to let me know what the updates are and if there is a delay. Everyone was zero help and blamed it on traffic. Zero communication from start to finish, terrible service. When my loader finally arrived, no apology or acknowledgement for being late and ignoring my calls/texts. I had to sit and wait for over five hours. Do not use LoadUp! The biggest waste of money.”

Helpful Report

Posted 2 years ago

“I ordered and paid for the pick up between 12-4,, they never showed up or called to provide an update. I had to call them! at that time they said no one had accepted the "load" but could not guarantee pick up that day or monday. I did not trust them to respond so they Offered me a full refund. Which I was pleased with..until the next day only gave me HALF! After going back and forth, they did not pay the other half!... I didn' t want to cancelled, but they did appear reliable,, and would never use them”

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Posted 2 years ago

“This company does not even deserve one star. I hired Load Up to remove a three-seater couch and loveseat on 2/5/2023. They had pictures for the job. I had hoped to donate the items. I purchased the set in mid-2022 after I moved into my current home. On 2/5/2023, I did not receive any communication from the hauler until I sent a message asking what time they would be here. They told me they were running behind. They were much later than expected. When the hauler arrived, I saw one individual. I asked him if anyone else would arrive to help him, and he told me that when he does jobs for Load Up, he does not have anyone help home because everyone has to get paid. While the hauler was assessing how to move the furniture outside from my living room, he asked me if there had been any modifications to my entryway. I shared with him that the furniture was delivered to my home in mid-2022 and came through entryway with no issues. I told him that if he was not able to remove the furniture from my home, to leave it, and I would make alternate arrangements. Load Up's website indicates they send capable haulers. If they sent this individual to my home, I had to assume he was capable. He pushed the loveseat through the entryway causing damage and tried to do the same the sofa. When that was not successful, he brought a sledgehammer and knife into my home and destroyed the sofa. The force of him beating the sofa with a sledgehammer as it slid across the floor inside my home, trying to push the loveseat and sofa through my entryway caused substantial damage to my entryway, the landing inside my home and the light fixture. I contacted Load Up on February 5 and sent them pictures of the damage. I had my damage assessed, and I sent Load Up my claim. I had numerous communications to no avail. I then filed my complaint with BBB on 3/25, and Load Up has not responded. It's been almost 2 months since the damages were caused to my home and my claim was filed with them. Based on BBB reviews and claims, others have had similar experiences. Perhaps it's time for a class action against Load Up.”

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Posted 2 years ago

“The loader was not professional and even did not bother to talk to us before taking the stuff. We did not know Costco was sending Load up guy for pickup, so wanted to make sure if he was sent for the pick up. When asked nicely, he was rude. I won’t be dealing with them again.”

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Posted 2 years ago

“Never showed up after reserving one week in advance, and getting confirmation emails and calls. No contact. Loader does not answer the phone. Almost impossible to reach a human being. REfused to say when they might be able to reschedule--perhaps not for several days. Very disappointing. Had to cancel. You probably want to find different folks to work with.”

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Posted 2 years ago

“I'd give zero stars if I could. This place was THE WORST. First, they didn't show up for the first scheduled delivery. Then I called and they rescheduled for the next day between 8-12 am. I told them it has to be early because my family and I had a hotel reservation for that afternoon. "No problem" they said 👀 Spoiler alert. 1pm rolls by and no show. I call and they get the hauler on the phone and he says he'll be there by 2:15. Spoiler alert #2: They don't show and when I call back the guy says he's going to try to get another hauler and call me back. 45 minutes passes with no call back. And I needed to leave for my reservation already. I called 1-800-Junk and they came within the hour AND honored the Loadup price. But that's not all... this evening, after receiving my email for a refund, the guy from Loadup calls me and tells me since I "cancelled" (wtf?!?) that they're going to charge me $50! I reiterated that I didn't cancel, THEY didn't show up. And he has the audacity to be like "well, per our terms and service, we don't guarantee pickup times". I read everything they sent me and there was nothing about not guaranteeing days/times. There was only the email that said they'd see me 8am-12pm. Such a scam. And so icky and unethical. I own a business as well, and when someone's not happy I refund them right away. I can't even imagine treating families like this. And I'll be disputing any $50 charge with my credit card company.”

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Posted 2 years ago

“I scheduled a pickup in 2 weeks. Then, just as I clicked OK, my wife said she had already agreed to donate the item. So, I went back to cancel, and was charged $20 FOR NOTHING! Yes, if you cancel a pickup that is 2 weeks away within a minute of scheduling it, they will charge you. For doing nothing at all. Can someone please explain to me what service did LoadUp perform during the 2 minutes between me hitting OK and then hitting Cancel that was worth $20? Sure, companies can justify all kinds of unfair behavior by claiming that it was buried in their "terms of service." But honest, ethical companies don't take advantage of people's mistakes just because they can. Who would you rather deal with?”

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Posted 2 years ago

“So since "customer support" on here loves saying "we cannot find your order" here is my order ID: 416811 I booked a move out pickup request 1 month in advance, I told the company 3 weeks prior to the scheduled date that they must honor their 8am-12pm pickup window they had scheduled for me because the freight elevator in my high-rise building cost $200 for a 4 hour window and they do not book past this time. They confirmed 8am arrival for pickup 3 weeks prior. Then on the day of arrival 15 minutes before 8am they text me saying they haven't found anyone. I call them and ask why they didn't give me at least 24 hours notice and then they hung up on me. Then I get a call at 1030am saying that they cannot find anyone but they might be able to by 8pm. I told them no because I had already paid for the elevator and my cleaning literally is the next day. She got very spicy with her attitude and told me cancelation was impossible and no refund will be given unless I roll the dice with them that they *might* be able to fulfill by 8pm that day. At which point I returned the favor and hung up on them to contest with my credit card company. 1-800 gotjunk fulfilled my order within 1 hour, they were about 50% more but it was worth it to not have to deal with the stress of a company who had no intention of fulfilling our order. Everyone on the phone is from the Philippines so either #1 this is a complete scam judging by all the negative reviews to fight credit card chargebacks or #2 they undervalue the labor service in hopes a local company will fulfill. I will become a vocal advocate against this company, please avoid at all costs and do not ignore all the 1 star reviews on this site. For reference i'm in Honolulu Hawaii.”

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Posted 2 years ago

“Cannot speak for others, but I found them to be a scam. Paid good money for 5 minutes of time. Their load is limited to items listed. If you don't properly list items, they will mot take extra. The truck left practically empty Work contracted to others. Will never use this company again. Would definitely not recommend.”

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Posted 2 years ago

“I will caveat that the driver was incredibly kind, but I truly and strongly encourage no one to use this service. If you have any issues with your pick-up their customer service team will actively work against providing any real type of support, and it's absolutely not worth the risk. I put in an order for a sofa pick-up that would need to happen down two flights of stairs. Upon arrival it was just one guy because in their internal system they incorrectly marked it as a mattress pick-up. The guy said they could probably get someone out to help TBD on when, but he would need to call and work out logistics. For the sake of time and getting back to work I ended up helping carry the sofa down. Now at this point I have just paid a company for me to move my own sofa. I reached out to support letting them know that this was the result of an error that was 100% on their end and while not even requesting a full refund, the amount paid did need to be adjusted. The reply was "Thank you for your help of course, but in this case as you offer your assistance, we can not make a refund on this order. I apologize for this frustrating situation." If a company is unwilling to hold themselves accountable for their own mistakes, they are not a company that should be trusted with anyones business.”

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Posted 2 years ago

“String me along. Still waiting for them to take the mattress.”

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Posted 2 years ago

“No one showed up on the original pick up date. Had to call multiple times to even get a representative to pick up. The “chat with us” link on their site doesn’t work. Got order rescheduled. No one showed up, again. Called the number on my ticket that was supposed to be the person picking up my couch, and was told that they no longer worked at the company. This seems like a scam.”

Helpful Report

Posted 2 years ago

“I booked LoadUp for pick up on Sunday, March 5th at my home. Not a lot of goods to be picked up and I set specific instructions. I paid upfront (as required), and per the email confirmation, I was to receive updates via text on the status. It is now 20 minutes left until the window closes, and I have heard NOTHING from the company. The customer service representative told me she was trying to locate the driver and would call me back in 10 minutes to confirm if they're coming. It has been 20 minutes, and I have not heard anything from anyone. I will be calling my credit card company to reject payment, regardless of their cancellation policies.”

Helpful Report

Posted 2 years ago

“I will caveat that the driver was incredibly kind, but I truly and strongly encourage no one to use this service. If you have any issues with your pick-up their customer service team will actively work against providing any real type of support, and it's absolutely not worth the risk. I put in an order for a sofa pick-up that would need to happen down two flights of stairs. Upon arrival it was just one guy because in their internal system they incorrectly marked it as a mattress pick-up. The guy said they could probably get someone out to help TBD on when, but he would need to call and work out logistics. For the sake of time and getting back to work I ended up helping carry the sofa down. Now at this point I have just paid a company for me to move my own sofa. I reached out to support letting them know that this was the result of an error that was 100% on their end and while not even requesting a full refund, the amount paid did need to be adjusted. The reply was "Thank you for your help of course, but in this case as you offer your assistance, we can not make a refund on this order. I apologize for this frustrating situation." If a company is unwilling to hold themselves accountable for their own mistakes, they are not a company that should be trusted with anyones business.”

Helpful Report

Posted 2 years ago

“This has been the worst experience I've ever had working with a company. First the lack of communication; we received a confirmation call and email with a tracking tool that didn't work. Waited within our window with no call. Towards the end of that window I called to inquire on an eta. Could not get through to a live rep AT ALL, despite being within business hours. I'm not convinced they even have live customer service reps. So theres 4 hours wasted. I was then told they would make me a priority Sunday 2 days later. I had to reach out again to ask for a window and AGAIN when they didn't show up AT ALL. Was told they couldn't find a loader... Would've been nice to know so i didn't waste another 4 hours. I was then today they'd come the next day and had a loader lined up but I received a text a few hours later saying they wouldn't be there to the day after. I've asked for a call back from someone multiple times and was ignored. Ohhh and the best part? They require payment upfront... shouldve been a red flag. We needed junk removed so we could use our garage for storage for items for the newborn were ready for any day and now we're completely screwed. This company is the worst. They don't communicate, they don't show up, and they clearly don't care about their customers.”

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Posted 2 years ago

“Very unethical business. Fails to meet contractual agreements regarding services. Preys on unsuspecting customers.”

Helpful Report

Posted 2 years ago

“I had one day to empty our daughter's apartment as we were coming from out of town to close it out. I set up a mattress and box springs pickup for a window of 8 am to 12 pm a few weeks in advance. A few minutes after 12, after hearing nothing about my pickup, I had to call several different numbers to try to get a hold of someone to find out when someone would arrive. It was extremely difficult to get someone to respond. I eventually reached a very helpful customer service rep by email. Unfortunately, he informed me there was no team to complete the pickup and there wouldn't be one until the next day. No one reached out at all with this information. I had to leave town by the afternoon, so luckily I found a local hauler for much less. I should have called them to begin with! There was no communication after the initial email confirming my appointment. Fortunately, the rep made sure I received a refund. He was the bright spot in the situation.”

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Posted 2 years ago

“I needed to have a ping pong table removed from my basement. LoadUp gave me an inconvenient 8 AM to 8 PM arrival window. Eventually they showed up, but they had sent two young women to carry the 200 pound table up a flight of stairs. Of course, they were unable to carry the table. I complained to LoadUp and had an appointment for the next day. I was waiting for them when I learned that they had canceled the order without telling me. Fortunately, I was able to find another company at less than half the LoadUp price.”

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Posted 2 years ago

“I prepaid this service but my furniture was not picked up... yet, as I write this review. My pick up was scheduled for Saturday 2/11/23 between 12-4 pm. I called (the local contact #) at 3 PM only to find out that it has been rescheduled for the next day, and the guy I talked to said he will come at 8AM. It is 8:45 AM right now, no loaders yet. I called the local #, left a voicemail. I also texted, to confirm the time of pick up today. No response. It is Sunday today, so the company HQ office is closed. I am NOT available during the week and I needed assistance to remove my furniture from inside the house. This is VERY frustrating. This is not good business operations, and the values as listed on this site are not followed. No integrity (I didnt get a call for the change in time, and still no-show), this is not innovative (this is not a new business model), and definitely NOT customer-centric (I am very frustrated right now as this disrupts my weekend activities).”

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Posted 2 years ago

“I had put out a tarp to protect a couch from getting soaked in the rain - so they wouldn't have to deal with a drenched couch- and they took my tarp! It was all to make their job easier, but oh well. If you use this company make sure it's as straight forward as possible cause I'm like kinda lost for words lol.”

Helpful Report

Posted 2 years ago

Shipping & Delivery
Delivery Methods	Own Driver
Average Delivery Time	Next Day
On-time Delivery	Greater than 90%
Accurate And Undamaged Orders	96%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.3 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Easy

LoadUp Reviews