LoadUp Reviews

Name: LoadUp
Address: 8000 AVALON BLVD STE 325, ALPHARETTA, Georgia
Rating: 4.60

4.6 Rating 7,175 Reviews

90 %

of reviewers recommend LoadUp

Company Reviews

Metrics

4.6

Based on 7,175 reviews

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

Phone:

844-239-7711

Email:

support@goloadup.com

Location:

8000 AVALON BLVD STE 325,
ALPHARETTA
Georgia
30009

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Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“We had a treadmill pickup up from our home and the two people that came could not pick it up and my husband had to move it and help them. HORRIBLE SERVICE. Will never use it again!”

Helpful Report

Posted 5 years ago

“The customer service was terrible. I finally canceled what I think was an appointment, but don't know for sure because no one would ever communicate with me. I went with another company.”

Helpful Report

Posted 5 years ago

“I strongly recommend against using this service if you live in Philadelphia. I booked an appointment for a morning slot on a saturday and got a call that they had to reschedule. I asked for an evening slot on the next tuesday and the representative said she would schedule it. I did not receive any communication from loadup between saturday and tuesday. On tuesday, i called the company and a different rep said the previous rep had scheduled it for tuesday morning. He also told me that he would get back to me if someone could do the job on tuesday evening, but I didn't hear back from him for 3 hours. So, I called loadup again, 30 minutes before the evening time slot (which is 4PM to 8PM) because I was going to drive from out of town to my apartment where they would do the pick up. The next representative I spoke with on tuesday around 3:15 PM said they wouldn't be able to come to my apartment because their team was feeling under the weather, and if I wanted to cancel, I would be charged a 50% cancellation fee. I requested to speak with a manager, who was unable to speak at the time. I have had a terrible experience with loadup and expect a full refund for prepaying for a service that the company has twice shirked from delivering. Imagine if you prepaid for any other service/good (e.g. movie ticket, amazon delivery, restaurant takeout) and the company not only fails to perform the service or deliver the good, but also refuses to provide a refund. That is what it is like to work with loadup.”

Helpful Report

Posted 5 years ago

“The drivers are unreliable. Booked online, with a clear itemized list of all furniture I needed to be picked up. The driver was a no show and the excuse the driver gave to the office was “too many items to load”. But the driver should be able to see the itemized list, right? I rescheduled 5 days later and the same thing happened with the same excuse. Living in a high rise, I can only reserve the loading dock for a certain time frame. Because the driver was a no show twice, I decided to cancel the service since Load Up proved to be unreliable.”

Helpful Report

Posted 5 years ago

“It is 7:15pm and I had a 12-4 window today. I had to call the driver number at 4:30 to ask where they were and they said they would be here by 6:30. Now they won’t answer the phone or texts and I have already paid you. NO COMMUNICATION VERY DISAPPOINTING!!”

Helpful Report

Posted 5 years ago

“I made an appointment for a day and I called to check the time. They said they couldn’t pick up for 3 days so I said to cancel and I’d get someone else. They said the cancellation fee was 50% day of. That made no sense as they were not coming day of.”

Helpful Report

Posted 5 years ago

“SCAM! I paid $164 in early to May to have three couches picked up. It is now July 10th and the couches still sit outside. After two scheduled pickups with this company, no one showed up or even called to notify me that there was not a driver in my area to complete the order. I rescheduled, again, only to have the same thing happen. I'm not sure how a business like this stays in business nationwide with such ridiculous standards. I then cancelled the order and spoke with a representative who informed me I would be refunded and it was approved by his supervisor, Sam. When I did not receive the refund three business days later, I called again and the representative informed me that the refund had not even been processed and there was nothing they could do to expedite the process. A month and a half later I still have the junk sitting outside my home that I paid up front for to have "professionally removed" and do not have my refund either. DO NOT USE THIS COMPANY!!!! HORRIBLE!”

Helpful Report

Posted 5 years ago

“I booked a pick-up today between 4pm-8pm. I conversed with a representative to set it up. I requested an Up Front Price Quote online and she emailed me for more information. I sent her the information she requested regarding what type of sectional the item was AND sent a photo upon her request. I stated it was a 2 piece sectional with no sleeper inside and would not need to be disassembled because we would detach the pieces prior to the pickup. She then quoted me a price of $114 and I went online to set up the time and payment. I reserved the 4pm-8pm time slot because of work. I received a phone call last night confirming my time slot, which was great. But when I was at work today, I happened to look at my phone and I had a text message from the Load Up driver saying "We are headed to get your couch. Should arrive in 45 mins". It was only 12:30pm. So i texted back saying that I'm not available until 4pm, and my timeslot I booked was 4-8pm. They replied with "we will be there at exactly 4pm." And when I asked if it showed I booked the 4-8pm slot, they said yes and that many people prefer them to come early if they can, and that they're coming from Flint. But on the flip side, I'm sure many people book them around their schedules for when they'll be home. So if I happened to not be able to look at my phone for 45 mins, would they just have arrived, all the way from Flint, to no one being home? Then what? I understand if they want to ASK if they can come early, but do just that - ASK. Just found it unprofessional and unexpectedly stressful. So it is 4:00pm and the drivers arrive for the couch. I then was told that its a big couch and may cost more, and THEN receive a call from Load Up saying that my couch was bigger than expected and that there will be an additional $90 fee. An ADDITIONAL $90, which is nearly the $114 UP FRONT price quote I was given and already paid. I told the representative that that was unacceptable because I provided all of the information that the representative requested AND sent a photo of the entire sectional. If I wasn't quoted the right price, I am not to blame for that and should not be required to pay almost double. She said she was sorry that I was not told that there may be additional fees and that because of the size and disassembly that was needed, there was an additional $90 fee. I asked her what disassembling she was referring to, and stated to her that there was absolutely no disassembling that was needed to be done, because we did it ourselves prior. She then just apologized again about the fact that there was an additional fee and asked if I would be accepting to pay that. I told her absolutely not, that I sent in an actual photo of the sectional and I was not to blame. So finally she said she would talk to her manager and call me back, and then proceeded to call me back and rudely say, "There will be no charge." I said thank you and she hung up. The drivers remove the couch and leave and then I look in the hallway of my apartment building and the entire chair-rail board is torn off of the wall and is laying on the floor, with nails sticking up, and there is a giant black mark going down the wall next to the stairs on our white walls. I understand it is a large couch but these pieces were brought INSIDE my apartment with no damage to the walls whatsoever, so to see this damage was just the icing on the cake. This entire event unfolded very unprofessionally on multiple levels and I unfortunately will not use this company again or recommend it to anyone. I wanted to make all of this aware to management so that things can be done to better the company so another customer does not have to go through this.”

Helpful Report

Posted 5 years ago

“I booked for a gas bbq pick-up on Wed, for Friday. I called to cancel since my brother wanted it - The original charge was $104 (which I later found out was about double for locals) and they would only refund 80%. I won't be using this Company again!!!”

Helpful Report

Posted 5 years ago

“Booking with this company resulted in one of the worst weeks of my life. I had scheduled and paid a pick up for Monday, 8:00 to noon. They did not come within the window and when I called they said that the crew had trouble. We rescheduled for Tuesday, same window. No show again. This happen four times total. I asked for a more reasonable window and was promised one, but I was always given a 4 hour window. Today is Thursday and they missed another window. I received the phone number of the driver but he is not answering my calls. I don't know if they are coming, today or ever. And now the customer service people are just avoiding me. I have a new window for tomorrow. So in summary I have been here at home waiting for the pick up four hours of four days of this week, and all I have is a promise that tomorrow will be the day. The reason is this: When you hire them, they in turn hire a local crew (they are based in Atlanta), they call them "contractors". These contractors could be just a guy with a truck trying to make a few bucks, but they are not professionals. They can change the time or the day of the window for any reason, because furniture removal is not their bussines, they just have a truck. None is going to show up in a new truck with the Load-Up logo and a professional crew with tools and equipment. Most likely is just going to be a guy who has a truck and nothing else to do. They will cancel a few times, will not return your attempts to contact them, and do a poor job. If you want plenty of calls to costumer service, plenty of chats explaining that no one showed up, plenty of frustration, plenty of waiting, go ahead and book with Load Up. If not, avoid this company, and hire someone local yourself. This company is bad for local legitimate businesses, bad for the customer and should not exist.”

Helpful Report

Posted 5 years ago

“Booked online for a trash bag pickup for my elderly mother where we cleaned out her pantry. Contacted several hours later and told I did fill out the form correctly. After informing them that the web form says 1 item = 2 household garbage bags, was told "it does, let me check, oh, it does", then "well, we are going to need another $70 since these will be heavy". Why pantry items weigh more than office paper is beyond me, but I agreed. After 30 minutes I regretted that and called back to cancel, only to be told that it would be a 20% fee for that. Asked to speak to a manager, was transferred to voicemail and no one has called back. My card has been charged $240, the trash is still at my mother's house and this company is just going to let that be their operating principle. Giving them another day or two, then I'm contacting the Georgia Attorney General to accuse them of fraud. Avoid using at all costs.”

Helpful Report

Posted 5 years ago

“Do not use us company they do not refund there when they cancel your order”

Helpful Report

Posted 5 years ago

“I received a text msg less then 24 hours before my scheduled pickup where Loadup was unable to pickup that day. I made the reservation 5 days in advance. Within 2 minutes I replied to the text asking if another date was available. No answer. The person texted me and left the office without caring about fixing their cancelation (he explained that to me the next day when I called for answers). In the meantime, I waited for a reply then proceeded to make other arrangements since I had no clue what Loadup was doing. The next day I called to verify I would get my full money back since my credit card was charged 5 days before the pickup was scheduled. As of now I am paying intrest on a service that never happened. I have called 3 times now and received 3 different answers about my refund. Be very careful about giving them your money upfront. Will update when/if I ever get my $300 credited back to my account. Definitely not a satisfied customer. Very bad customer service by Anthony.”

Helpful Report

Posted 5 years ago

“Where to start. I had a delivery confirmed for 6/13/20 between 8am-noon. At 11:30 I called the driver Julian and he advised me he was in Prescott over 2 hours from my home. I scheduled for this time so my husband would be home to help me get the dogs up. He said he would come Sunday 6/14/20 before noon . Today when I called him he said Oh your scheduled for this afternoon which was not true. He then said he would be here by 12. When he finally arrived he had a helper who did anything but help. Julian had the nerve to ask my husband Your going to help me right. I hired these people paid the money for the flights of stairs because neither my husband nor I can lift. If we could we would have saved the money. My husband just waned this couch gone so him and his bad back had to help him bring it down the stairs. I have reached out to the company waiting to hear back but I may just go to my bank. I paid for a service and they did more than a half ass job! DO NOT RECOMMEND . Save yourself the trouble,”

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Posted 5 years ago

“They happily took my money at the time of booking yet on the day they were to come do my pick-up they couldn’t get the door to their truck open. I was told the pick-up would happen the next day and when I inquired I was asked if it could be later in the week. I said no as we have a project that is starting next week in the area where our playset was. They have since ghosted me and pocketed the $480 I paid....YES $480 they have stolen. DO NOT USE THIS COMPANY IF YOU LIVE IN WESTERN WASHINGTON!!!”

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Posted 5 years ago

“Scheduled a pick-up for Saturday from 4pm - 8pm. Nobody showed up. LoadUp tried to tell me I didn't answer my phone when the driver called - so I sent them my call log which shows 0 calls on Saturday. They reschedue for today between 12pm - 2pm. It's 2:30pm, and they are saying another 40 minutes for pick-up. I just love paying $120++ to waste my time.”

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Posted 5 years ago

“WORST CUSTOMER SERVICE I HAVE EVER EXPERIENCED!!!!! Loaders were incredibly unprofessional. They put a big hole in my apartment attempting to remove a couch and buffs all over the walls. I immediately called and sent pictures of the damage. They are offering no refund and refuse to fix the damage caused so i now have to pay out of pocket to have it fixed (which is going to cost more then it cost to use their services.) They have completely taken advantage of me. Would not recommend this company to anyone.”

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Posted 5 years ago

“Horrible communication. Set up a pickup, was transparent and item had been outside and was never told my items couldn’t be picked up had they been rained on. On the day of pickup they told me they couldn’t pick up my items due to them being rained on. Then wouldn’t issue me a refund because it was at pickup time. Even though I was basically lied to after a bit they agreed to a partial refund which I did not find acceptable. Was told it would be 48 hours till a supervisor could speak to me. I’m not going on a little over a week with no call back and I’ve sent several emails. I’ll never recommend this company. Liars and Con artists who stole my money. Horrible customer service.”

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Posted 5 years ago

“Scheduled a pick up of my old mattress. Tried to cancel the very next day and they would only issue a 50% refund. I'll admit that I didn't read the policy but with all the companies and families impacted by the COVId crisis one would think a company would be willing to work with their customers! I will never do business with this company again and I'll make sure anyone that I know or come across knows what they are dealing with.”

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Posted 5 years ago

“Totally bad. With photos they give an estimate, after confirming the order they added up extra from what is agreed. Total unfair and wont recommend!”

Helpful Report

Posted 5 years ago

LoadUp is rated 4.6 based on 7,175 reviews