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LoadUp Reviews

4.6 Rating 4,554 Reviews
89 %
of reviewers recommend LoadUp
Company Reviews Metrics
4.6
Based on 4,554 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
Read LoadUp Reviews

Phone:

844-239-7711

Email:

support@goloadup.com

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Anonymous
Unverified Reviewer
“My experience with LoadUp has been very disappointing. This is not a reflection of the contracted individuals who came to pick up the items, but the LoadUp Company for poor coordination and customer service. I recently moved out of my apartment in San Francisco and selected LoadUp as my furniture removal service based on the other positive reviews and LoadUp's promise that "We always do our best to dispose of items in the greenest way possible, whether that be through donation or recycling." I booked the appointment online, listed every piece of furniture that needed to be picked up, and paid the cost in advance. The items included two couches, a dresser, several tables & chairs, boxes of books and bookshelves, all of which were in good condition but which I couldn't remove from my apartment by myself or transport to a Goodwill or other donation service, which is why I was thrilled with LoadUp's donation/recycle policy. I selected scheduled a pickup between 4pm - 8pm. I had hear nothing by 7pm, so I called the contracted pickup service and learned that they were running late. They asked if I wanted to reschedule, I said no as I had to be out of my apartment that weekend and there were no Sunday options available. We waited. The pickup service finally arrived at 9:20pm. We help carry some of the items downstairs because it's dark out now and we want to be out of there. Their trailer is already completely full with pickups from earlier in the day. I do not understand how this was coordinated since I had to fill out in advance every item I needed picked up. By the time everything is downstairs, it's after 10pm and all of my furniture is outside on the sidewalk. I have no idea how all of it will fit in the trailer that's already full, but understand that they may end up cutting some of it up into pieces so that it will fit. This is devastating to hear, as again, the furniture is in good shape and I picked LoadUp because of their promise to donate or AT LEAST recycle. I have to leave at this point because it's so late. I find out in the morning that everything was not taken away, and some of it was left on the sidewalk over the weekend. Various individuals from the neighborhood collected pieces of it until it was gone. The contracted pick-up company did go back on Monday to confirm that it had all been taken, which I appreciated, but I've heard no word from LoadUp itself. I called LoadUp to discuss my experience a week ago. I was told I would hear from someone in 1-2 days. I have heard nothing. I am extremely disappointed in their coordination and customer service efforts. The individuals contracted to do my pickup should not have had so many appointments that day, and should not have been expected to fit all of my furniture in addition to what they already had. Moving sucks already, LoadUp made my moving process even worse.”
Helpful Report
Posted 3 years ago
Anonymous
Verified Reviewer
“The actual pick up was very good. The scheduling of the pick up was incredibly frustrating. It was scheduled and rescheduled multiple times. We were told that Saturday pick up was possible and that we could pick our pick up time, however, a day before each scheduled time, after we had confirmed the date and time of the pick up, we were notified that they could no longer pick it up at the agreed upon date or time. Our refund was based on this item being picked up. In stead of waiting 5-7 days for our refund, it will be more like 20-22 days. I'm not sure who is at fault for the scheduling issues but I do not recommend using this service if are in need of a prompt and accurately scheduled pick up.”
Helpful Report
Posted 4 years ago
Brad
Unverified Reviewer
“The scheduled drop-off was never accurately given. At one time, a represented told me ' only 5 more minutes ' as if it was no big deal when I was promised 8am-12pm slot and it came just before dark. Truck driver was terrific and was equally annoyed by the 'dispatchers' I asked twice for 'Chris' the manager but never received a call. If you don't care when they deliver, it is a great dumpster with a door to walk into and very nice driver who put it exactly where I wanted it. (Jeff, the driver was great) The rest of the staff need remedial Customer Service training for setting false expectations.”
Helpful Report
Posted 4 years ago
Anonymous
Verified Buyer
“I was really excited to learn such services existed until my experience with an assigned driver. I was assigned a 8 am - 12pm time slot and my confirmation email stated the driver will give me a call 30min before arrival. Well, I waited- and waited some more and no call. I finally called the driver with a phone number provided from the company. Well, a man that answered wasn’t the name mentioned in my email- What? So apparently, the driver assigned to me works for this guy and he never communicated with him that he wasn’t going to do his job. It’s 11:40am and the man says “I will be there 1:30pm”. He did show up on time with a helper and apologized for the inconvenience. They loaded the stuff but I wasn’t happy that they didn’t even bring covers for their shoes. The floor from the front door to the basement was covered in mud tracks from their shoes- how unprofessional. Took me at least 45min shampooing the carpet ugh I am never going to use this company again. I had at least three neighbors waiting for a feedback with my experience with this company and I pretty much told them to go elsewhere..”
Helpful Report
Posted 4 years ago
Anonymous
Verified Buyer
“My adjustable bed was heavy and required 2 men in good shape and able to handle the job. 2 men showed up for this job, but only one was capable. The other had to be at least 80 years of age. He was unable to lift the bed. I’m 67 and have a history of back problems, but the bed needed to be removed so I helped the young man get it out of the condo and loaded on his truck. Both men were nice, but this wasn’t acceptable for this job. I would not recommend this company.”
Helpful Report
Posted 4 years ago
Stacie Standifer
Verified Buyer
“They were almost 2 hours late past the "window" I was given when they would be there. They did not contact me at all to let me know they would be late. I had to call them and every time I did I kept getting pushed to voicemail after being on hold for several minutes. I was never able to contact a person via phone. I finally got a text saying the pickup was 10 minutes out, this was when they were already at the end of the time window. After 45 minutes the driver still hadn't arrived so I texted back. They said they would contact the driver again. 30 minutes later I still hadn't heard anything so I texted back. Only when they were an hour and half late did I finally receive a call from the driver. They had a pickup in a town over an hour away from my location. Then coming back they were stuck in bad construction traffic and unable to call due to no cell coverage. They finally got to my house 2 hours late. Once they were there the driver and his helper were professional, extremely appologetic and quick. I have no problem with the pickup service but the customer service was some of the worst I've ever had. No communication, no appology from the office and no easy way for me to contact them to find out the status of my pick up. I would not recommend based on the customer service.”
Helpful Report
Posted 4 years ago
Anonymous
Verified Buyer
“I had a huge project to clean up a 7-room apartment. Load Up approached the project by counting the number of items that were involved. I did not realize that items were being counted until late in the project. For small projects, it would be appropriate to count items. But this will not work for large clean-up projects such as mine. On hindsight, Load Up was the wrong choice for my project.”
Helpful Report
Posted 4 years ago
Sarah Wilson
Verified Buyer
“My pick up got rescheduled at the last minute and then they were still almost 2 hours past the rescheduled pickup window. The guys were friendly enough when they arrived and took the AC away, but I had scheduling and delays were terrible.”
Helpful Report
Posted 4 years ago
Anonymous
Verified Buyer
“Although the staff are nice but the way they take the furniture out was unprofessional. Dragging furniture in rush and hitting door frames. Rather than working together they separately moved the furniture to truck walking over my front lawn rather than going around. The damage wasn't enough for me to raise the issue since the furniture was relatively lightweight.”
Helpful Report
Posted 4 years ago
Patricia Assani
Verified Buyer
“I was all excited to use loadup as the booking was easy and much cheaper than some competitor, but it turned out to not be hassle-free... . When the crew showed up for the pick up, with a truck already more than half way full, they told us they were not going to take everything as it looked heavy! I ended up calling the competition so they could pick up the leftovers. I do have to say that once I provided a picture of the items left behind by their crew, they refunded me promptly. I will not use again as their business model does not work for me.”
Helpful Report
Posted 4 years ago
Anonymous
Verified Buyer
“I was scheduled on a Saturday for 8am-12noon and LoadUp called at 9am to "reschedule" - due to their truck breaking down and no others being available in my area. Since I could not reschedule, they offered me a cancellation. I was then informed I would be refunded only 50% of the fee I had paid, because the terms to which I agreed when I paid my money included "... and equipment breakdown". I found the page on the website that said if ~they~ had to cancel for any reason, they would refund 100% of my money. Since it was a weekend, I was unable to talk to a supervisor, so I had to find some alternative. With much hassle, I was able to find a person to be available for the pickup at a later time. On that date, Loadup emailed me when they arrived and emailed me when they had picked up. I am happy with the actual pickup service when it happened. To be cancelled by them and offered only 50% refund was confusing and extremely poor customer service.”
Helpful Report
Posted 4 years ago
Jay Dallimore
Verified Buyer
“Failed promises.”
Helpful Report
Posted 4 years ago
Herman Drye
Verified Buyer
“Pickup was rescheduled twice, then miss scheduled time by over 4 hours. Of course no one from LoadUp called to inform me.”
Helpful Report
Posted 4 years ago
Anonymous
Verified Buyer
“The actual pick up of my mattress was great. The people picking it up were great. The scheduling of the pick up was rediculous. They scheduled my pick up for the next day from 8-10am. At 11:30am I decided to call. No they couldn’t pick up till that evening so I rescheduled for the next day same time. The next day someone called me and said they wouldn’t be able to pick it up until 3 days later on a Saturday from 4-8pm. I asked for my money back....they would talk to a manager. How bout a discount? Oh yes....they could do that. I just left the appt. as is and they actually arrived at 9:30pm. Haven’t seen a discount yet. If you are not busy and have time to wait around then I’d recommend LoadUp.”
Helpful Report
Posted 4 years ago
Bethany England
Verified Buyer
“They were supposed to arrive between 8am and noon and didn’t arrive until after 5pm.”
Helpful Report
Posted 4 years ago
Anonymous
Verified Buyer
“Missed pickup date. Communicated poorly about it by text and phone afterwards. The folks who eventually showed up were very good and professional”
Helpful Report
Posted 4 years ago
Michael Foltz
Verified Buyer
“We were supposed to get a call 30 minutes in advance to let us know when they were going to arrive. The call never came, so we were surprised when we walked out on the porch later in the day to discover that the item had been picked up! It's frustrating enough to be given a 4-hour window for these kinds of services. That they can't even bother take communicate within that time frame shows a lack of consideration for the value of our time.”
Helpful Report
Posted 4 years ago
Lynette Calori
Verified Buyer
“I was having a treadmill moved up one flight of stairs. Mover was pleasant when he called. He said everyone had called in sick so he’d have to move it on his own. It took over 2 hours and I had wall damage because of the weight and bulk of treadmill, with one person moving it. Two people could have moved it in 15 minutes with no wall damage because it could have been turned on its side with plenty of wall clearance. I was not happy, it did not make sense to me to move such a large item by oneself, then ask me to help. I called his supervisor to see if I could get a discount on the $152 moving fee and was told no. Denver is contracted and the company won’t do it. I was willing to fix the wall damage myself but was looking for some small compensation for time and damage. No luck. I’m definitely not using this company again.”
Helpful Report
Posted 4 years ago
Marjorie Doroshow
Verified Buyer
“The movers were very young and did not know how to carry furniture correctly. They damaged my door frame and didnt tell me. I emailed you about it and you sent the message on to them. I got a phone call from a parent who said he was going to come and see the damage but never did. My association is going to paint it free of charge for me and if the parent had called back like he said I could have told him he was off the hook. Margie Doroshow”
Helpful Report
Posted 4 years ago
Anonymous
Verified Buyer
“Scheduled the appt for next day pick and received confirmation from LoadUp. That evening I get a call, our guy isnt available for a week. If I cancel, I still have to pay half the amt.. I reschedule for a week later. The night before the pickup I get a confirmation call. Day of the pick up seems I was told between 8am & noon. 11:30 comes around I call LoadUp, they tell me the driver will be there between 4 & 8pm. WHAT A DAMN HASSLE!! Do yoursekf a BIG favor & call anyone else!”
Helpful Report
Posted 4 years ago
LoadUp is rated 4.6 based on 4,554 reviews
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