LoadUp Reviews

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

4.6 Rating 7,397 Reviews

90 %

of reviewers recommend LoadUp

Company Reviews

Metrics

4.6

Based on 7,397 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

“I used LoadUp to disassemble my treadmill in the basement and to have it removed. I itemized everything they asked for (explanation of job, number of stairs involved, what tools might be necessary). When I spoke to the mover on the phone, he thought he was taking a mattress. Before paying for the date, I was told treadmill disassembly and removal was a flat fee of $125 but was charged $135. Not a huge deal but still rubbed me a bit sour. On the day of the job, where I booked a 12pm-4pm slot, I received a call at 3:30 telling me they'd have to reschedule. We set up the reschedule for 1pm two days after that and I was assured, the driver would make it a priority to be there exactly at 1pm because I had paid for the service and it is was on them. They didn't get to me until 6:30pm that night citing traffic. Unfortunately that was hard for me to believe when they opened up the truck and the back was full with other jobs they were doing before they got to mine. The driver even confirmed this to me and told me they had a busy day offloading their haul for the day. I would have been perfectly reasonable with them doing other jobs that day, but we had confirmed for 1pm after the initial cancellation so it felt pretty poor practice, that the movers were doing jobs before taking into consideration mine, which was priority. When they showed up, they were pretty unequipped at disassembling the treadmill. So we had to get it out in one piece. I had to help as it was easier with three people instead of just the two that showed up. In fairness, the movers that showed up were new the area and genuinely good people. I'm not sure if this was an isolated incident and I'd rather not have them face backlash for the situation at large, I just felt this was handled very poorly. I had initially recommended LoadUp to a friend before purchasing the service, but have now told them about the experience and they will be looking elsewhere. Unfortunately I will be to. I would have more than pleased to have LoadUp move and assemble my new treadmill but unfortunately I'll have to be going with a competitor.”

Helpful Report

Posted 7 years ago

Thank you for taking the time to let us know about your experience, Steve. It is impossible to grow and maintain excellent service without valuable feedback such as this from our customers. We sincerely apologize for any and all inconvenience to you during this process and thank you for your patience. I did look into the charge on this booking and do see how you booked for a total of $135. Unfortunately, there is not an option for $125 on our website as the additional is a weight charge, but our development team is hard at work to update our system to make booking is easier and more efficient for our customers. I have issued back the $10 to your card and an additional refund for the service you experienced during this process. We hope you will give us another opportunity in the future to provide you with the service we know we can. Thanks for choosing LoadUp!

Posted 7 years ago

“Very disappointed. I called Go Load the morning of our scheduled pick up to confirm that they would be calling me in advance of their arrival. At that time, I was assured that I was on the pickup list for the day and that the driver would be giving me a call. When I still hadn't heard anything by 3:10 pm, my window being 12-4, I became concerned. I called the company and was told that I was still on the pick up list for that day. The representative from Go Load stated that she would call the driver manager to confirm, then would call me back. I never received a phone call. Five minutes before the end of my pick up window, after I had been waiting at home for 4 hours, I again called Go Load. At that time I was told that the driver who was supposed to pick up my mattress had had a family emergency and hadn't come in at all that day. No one ever called to let me know this, and as a result I spent the better part of my day waiting. The company did finally find someone to pick up the mattress, but this was only after multiple calls from me. That driver did not arrive until 5:15. While he was nice enough, he did not seem to know anything about the return process, and did not offer me a receipt for the pick up.”

Helpful Report

Posted 7 years ago

Thank you for letting us know about your experience. We sincerely apologize for the delay in pickup. Unfortunately, on occasion, there are circumstances that can occur that will cause routes to be delayed or pickups to be reassigned. We do our best to offer up to date communication when these circumstances occur. We clearly did not offer the communication that I know we can in this case. I am glad we were able to reassign your pickup and get it completed as soon as possible. I have also sent you a receipt of pickup and do apologize for the delay. If there is anything further we can do to assist you please give us a call at 877-708-8329.

Posted 7 years ago

“Meh. They ‘forgot’ to put my name on the schedule for the day that I requested my pickup so I had to pick another day. I requested to be one of the first pickups of the day.... however with only 30 min left on my 5 hour pickup window no one had shown up again. I called them and I ended up being the last pickup. Just AWFUL communication between the independent contractors and LoadUp. Also, was pretty expensive. The local thrift store could not work with my schedule so I went with LoadUp. Was three times as much. I guess if you want to care about the environment you have to have a lot of $$.”

Helpful Report

Posted 7 years ago

We sincerely apologize for the negative experience you had with our company. We do our best to offer excellent service with unmatched communication. We clearly missed the mark this time. We have issued a partial refund to your account for the inconvenience and we do hope you will give us another chance to offer the service we know we can. Thank you for choosing LoadUp!

Posted 7 years ago

“Hauler was an hour late, with no communication. If I'd hired someone local, I'd have had their number to call for an update, but LoadUp is based in Georgia and apparently hires its haulers TaskRabbit style, so I had no way to call him to find out when he was arriving. Tried calling LoadUp, got voicemail, finally reached someone via online chat. The customer service agent had to get permission from management even to offer me a $5 discount given the hassle of the late arrival. When I've had junk hauled before it's always been two people who came -- this was one guy, working alone. He successfully got my queen mattress out the door but it's a good thing it wasn't anything larger or heavier. (Possibly a King mattress would've resulted in two haulers? But there are some much heavier queen-sized mattresses out there than the one I needed removed.) Overall, SUPER UNIMPRESSED, will not be recommending to anyone, will hire someone local next time even if it costs a little more.”

Helpful Report

Posted 7 years ago

Thank you so much for taking the time to let us know about your experience, Naomi. We do our best to offer prompt pickup and excellent customer service. We obviously missed the mark here. I did go back and read through the communication between you and our team and I would like to let you know that we have issued a partial refund for the experience. I do hope you will give us another opportunity in the future to provide the service I know we can. Thanks for choosing LoadUp!

Posted 7 years ago

“I was very disappointed with this company. I had a 3 piece sectional couch that was 30 years old. I wanted to recycle and dispose of this couch in an environmentally friendly manner, so I called LoadUp, set up a date and time and paid the $135 fee. Two men came to my residence to pick up the couch and removed the couch as planned. Upon picking up the couch, one of the men mentioned that they would be taking the couch to Goodwill. I was shocked by this remark and reconfirmed that he was in fact taking this couch to Goodwill. Had I known that they would not be recycling this 30 year old couch, I could have taken it to Goodwill myself, free of charge and not paid the $135 fee. I called LoadUp and spoke to the manager letting her know about my dissatisfaction with this service. She apologized and stated that there was nothing she could do for me. What a waste of money.”

Helpful Report

Posted 7 years ago

Thank you for taking the time to let us know about your experience, Vanessa. We do our very best to dispose of every item we take in an eco-friendly way. There are many factors that go into deciding whether or not an item can be recycled. As we are not a recycling facility, but rather a pickup company, we are not able to guarantee the item(s) will be recycled, unfortunately, and a donation is a viable option for certain areas where recycling is not feasible to avoid the landfill. I am not sure what factors played a part in deciding how to dispose of your item, but I will reach out and speak with the drivers to gather more information. We do hope you will consider our services again in the future. Please contact the office for a discounted rate on your next pickup. Thanks for choosing LoadUp!

Posted 7 years ago

“The guys were high as hell. Did not come with tools and asked to borrow mine. They left and went to home depot down the street and came back even more stoned. It took them 3 hours to take the equipment apart. Jesus Christ.”

Helpful Report

Posted 7 years ago

Thank you for taking the time to let us know about your experience. We are taking this very seriously as this is not the standards we advertise to our customers or expect our drivers to uphold. I have issued a partial refund to your account and again want to thank you for letting us know. We are not able to improve and remain consistent without invaluable feedback such as this. We do hope you will give us another opportunity in the future to help you remove your unwanted items. Thanks for choosing LoadUp!

Posted 7 years ago

“They didn’t pick up on the scheduled date. We had to move the mattresses to the porch because we had a deadline to clear out the bedroom. I had to call back. They rescheduled for the day and said that I didn’t have to be home for the pickup. The driver came at 10:15pm, 2 hours after the last scheduled pickup for the day. It scared me because it was a man in a regular truck with no identification that he was with Load Up. I thought it was someone taking our mattresses because they were outside. So I went outside to confront him. I would have been reluctant to let him in my house if he came on the scheduled date. I will not be using Load Up anymore. If you live in the Colorado Springs CO area, I recommend not using them.”

Helpful Report

Posted 7 years ago

“Slow, not between the hours it was supposed to come. I received a notice that it was picked up about an hour late and that wasn't true... A couple of hours later the items were picked up. Disappointing.”

Helpful Report

Posted 7 years ago

“damage done to walls”

Helpful Report

Posted 7 years ago

“Customer service training needs to be provided to your company especially in Georgia operations. I had an issue that was your company’s fault however it was only resolved after I went thru Costco. The remark I received from loadup operations was “go ahead you can go to Costco as they will only refer you back to us” which was 100% false. Your company tarnished the Costco brand!”

Helpful Report

Posted 7 years ago

“The guy doing the pickup called very early in AM, to see if they could come early. However, he then said they couldn’t, as he would need to pick up a helper. But, most importantly/disturbing, they gouged my floor by dragging the king size mattress across my bamboo floor (corners of the mattress had plastic cap). I did not file a claim, as I did not realize the extent until they left and did not think it could be repaired. Good experience in booking and price, but I’m not sure I would use again.”

Helpful Report

Posted 7 years ago

“Cancelled 2 appointments but put through credit charge. Still not picked up.”

Helpful Report

Posted 8 years ago

We sincerely apologize for the delay in service during your pickup. It looks like we did get this completed for you and I have refunded $25 to your account for the inconvenience. Thank you for choosing Load Up! and for taking the time to give us your valuable feedback. We would love the opportunity to help you in the future and improve upon the service you initially received.

Posted 7 years ago

LoadUp is rated 4.6 based on 7,397 reviews