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

“We scheduled LoadUp to move 5 pieces of furniture for us. The loader showed up with only one person. We told him that this is heavy furniture, and we didn't think it was possible with one guy. He said he would be able to move it. He started to slide the furniture on the floor which scratched our hardwood floors. We pointed out the scratches and asked him if he can do the project without scratching the floors. He said he could. but he continued to struggle to move the first piece. At that point we noticed more scratches and told him to stop. At this point we tried contacting LoadUp customer support via text and by calling customer service line. We received no response for over an hour and was having no luck getting through to someone. It took over a hour and a half for us to finally talk to a representative from LoadUp. She sent me an email for how to apply for damages and said she would find some to complete the job for us that day. What we will say is the second set of loaders, were extremely professional and reached out to contact us an hour before they arrived. They arrived ready for the task at hand and calmly assured us they could complete the job. They were very professional completing the job quickly and with great care for us and our house. They saved our experience and got the items out for us. We are very thankful for them. We are extremely disappointed with the first guy that showed up for the job and the customer service provided by LoadUp to solve this problem. After the first guy failed to complete the job, LoadUp did not reach out to us to offer a solution and in addition we were unable to contact them for an extended period of time. This is unacceptable as this should have only cost us a half an hour of our day to complete this but instead, we had an all-day frustrating experience with no real apology from the load up team.”

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Posted 2 years ago

“Damaged one of the floor tiles when they dropped the piano back on the floor”

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Posted 2 years ago

“A truck with only the driver showed up to remove a sofa and loveseat. Because I had to have the items removed based on delivery of a new piece of furniture, I was left with no choice but to help with removing my items. Im a senior citizen and was not prepared for heavy lifting but they left me with no choice. I was charged the full amount. I will not use them again nor do I recommend anyone else use them unless you want to do your own labor without compensation.”

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Posted 2 years ago

“Will go with "Got Junk" n ext time. They are much more prepared and professional.”

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Posted 3 years ago

“Two items were hauled away out of the four I requested. The king size bed frame and cement bird stand were picked up. I was told he would return with a truck and partner to pick up the rest. Since no one returned to pick up the grill and the metal shelving unit, I gave two stars because the one who came to pick up the bed was very friendly and did a great job fitting the bed frame in his car. I will not be recommend this company to anyone. Very poor service. I can't believe they have employees picking up items in a sedan. Not a very professional company. Picture show grill and shelving unit still on my patio. Since I paid for all to get picked up I'm hoping they pick up the rest.”

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Posted 3 years ago

“I scheduled an appointment online on Tuesday, 10/25, for pickup of a mattress & box spring. The appointment was scheduled for Saturday, 10/29, between 8 & 12. On Thursday, the 27th, I received a text from LoadUp asking if they could do this on Friday, the 28th. I told them as long as we could have them pick it up at 5PM it was okay. Then at 12:50 AM I get a text on Friday, the day that the set was supposed to be picked up, saying "Hello, I am coming today for a mattress". This is at 12:50 AM!!!!! I messaged back at 7:01 AM saying "yes it is a mattress & box spring. He then started asking for pictures and if I needed a receipt. I told him that I was getting ready to leave the house and really did not have time to take pictures but I did. He then told me he cannot make it and someone else was coming out. I then started getting really suspicious and told him not to text me again. He then started saying he did not do anything wrong and that no-one would show up for the job and that it will not hurt his 5 star rating. Well, he was right. No one showed up on Friday or Saturday. I was the one that had to text and ask if someone was coming. This company is strictly run by the internet. No phones. They sub out the work so you do not know who is coming to your home. Now this person has my address & name - scarry!!! When I asked for a manager to call me, got no call. Not a coincidence someone named "Linda" left a good review the day they sent me a text asking me to leave a review. I was waiting until after the job was complete to leave a review. This tells me their so called 5 star-rating is self-generated. If you look a little deeper, they have 3.5 starts at most. BEWARE!!!!!”

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Posted 3 years ago

“The people who took the item were pretty unprofessional. First they pulled up in the wrong alley. They left their tools in the truck, so instead of removing the legs, tried to get it out with legs on and in doing so, scratched my new hardwood floor as well as gouged the drywall and scratched the frame around the elevator. I pointed out the damage to them and asked what the claims procedure was. They said to just write the company. I did write to load customer service and sent pictures of the damage. I'm still awaiting a response.”

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Posted 3 years ago

“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.”

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Posted 3 years ago

“Actual pickup was fine- nice couple. However getting to this point was chaotic. Originally scheduled for Monday, then Monday was bumped to Friday. On Friday, after waiting most of the day, I was told nobody available so they would leave a measure for next rep that I was a priority for Saturday. Saturday was told not able to pick up mattress so how about Monday. Then was told Sunday. Wow.”

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Posted 3 years ago

“Actual pickup was fine- nice couple. However getting to this point was chaotic. Originally scheduled for Monday, then Monday was bumped to Friday. On Friday, after waiting most of the day, I was told nobody available so they would leave a measure for next rep that I was a priority for Saturday. Saturday was told not able to pick up mattress so how about Monday. Then was told Sunday. Wow.”

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Posted 3 years ago

“I very disappointed with this company. Apparently third time trying to get them to come and pick up the stuff I set up specifically for them is the charm. The people who actually came were fantastic, very polite and speedy. They did a great job. I also want to thank whoever managed to get a crew to come to my place after work. Other than that, it was a pain to get my stuff picked up when I scheduled it days in advance and nobody really let me know that no one was coming until after the time slot had ended. I had chosen that day because I am very limited on my days off. I could not even get a crew to come later that day even though customer service had promised they would try. The automatic voice system is difficult to navigate and has you going in circles.”

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Posted 3 years ago

“Booked a mattress removal from my apartment about a month in advance, in preparation for an interstate move. Partner called the day before to try to confirm exact time (we were given a window of 8 am - 12 pm upon booking) and was told to call back the day of. The morning of pickup, he left early (we were no longer staying at the apartment, but about a 20 minute drive away) to be at our apartment by 8 am. He called again at 9 am and reached the woman who would be picking up our mattresses. She seemed unaware that she had our pickup that day, mentioning she had received confirmation of the request a month ago but hadn't been tracking it in her schedule for the day. She said she could come, noting it would likely only be at 12:30 pm, and asked if my partner could move the mattresses outside for her to more easily pick up, even though we had specifically paid for movers to come into the apartment to take the mattresses out for us.. NOT an ideal situation to have to micromanage a service like this, especially one booked well in advance and coming in the midst of an already hectic move. Would not recommend this company to others.”

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Posted 3 years ago

“Twice LoadUp canceled out on me without warning. I had to call them myself. However when the workman finally (finally) arrived they were courteous and efficient . Maybe because they came all the way from Orlando. The management of this company are the ones to blame. I cannot recomend this company.”

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Posted 3 years ago

“Waited from 8 am to 5:45 pm, the driver called about 3 pm and said no problem with picking up the 46 inch projection TV and then never showed up. Got an email rescheduling for another 12 hour window in two days. At least since you didn't show up after saying you would you could give me an hour window instead making me waste another full day waiting for you to show up possibly.”

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Posted 3 years ago

“Do not hire this company for furniture removal. Two gentlemen showed up to remove our reclining sofa. Granted it was a difficult move as the item is very heavy. They couldn't get it through the first doorway so they tried to take it apart with a crow bar. I then suggested they go through the door vertically which worked. The next door was a bit taller and they tried do the same thing. They managed to force it out horizontally but put a big gouge in the paint of my exterior door. Emailed the company and they apologized and said they would contact me to make it right. Still waiting. They also showed up in a rented Home Depot truck??”

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Posted 4 years ago

Richard, thank you for providing your feedback and bringing this issue to our attention. We set a high standard for ourselves and are truly sorry to hear you had such a frustrating experience. Please feel free to reach out via phone at (877)786-1348, or email us again at support@goloadup.com with your order number so that we may look deeper into this matter. Thank you again for sharing your experience.

Posted 4 years ago

“I have a scheduled pick up today. The driver did not call me until the end of pickup window. He said that he's all by himself & could not get the couches. I took off from work, so I could get this done. The driver re-scheduled for the following day. I'll update the review then. I'm not happy that I have to waste my day waiting only to find out that the it's cancelled. It's very inconsiderate. I do not know if ever use this service again.”

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Posted 4 years ago

Thank you so much for sharing your feedback with us. We pride ourselves on delivering superior service for each and every customer, and it appears we may have not met that standard in this circumstance. There are times when there are factors out of our control that result in a delay or rescheduling of service. However, communication is the best thing we can offer during those situations and I apologize that we did not do that effectively. I appreciate you taking the time to bring this to our attention. Please feel free to call us at (877)786-1348, or email support@goloadup.com with your order number so that we may have the opportunity to make this a positive experience for you.

Posted 4 years ago

“I would recommend this company if you have outdoor junk that needs to be hauled. However, inside furniture that needs removal should not be trusted by Load Up to be removed without further damage to your home. The drivers are individually contracted and Load Up takes no responsibility for any damage that is done inside your home. It has take me 5 weeks and constant emailing and phone calls to have the company reimburse me for damage done to my walls at the expense of the drivers who moved my couch in such a haphazard and inefficient way that I'm surprised no one got injured or further damage wasn't done to my property.”

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Posted 4 years ago

Olivia, thank you for taking the time to share your review with us. We are disheartened to hear that many elements of this process were disappointing, to say the least. We have a high standard of quality for customer service and your experience should never have been an exception. Reviews such as yours offer our company the ability to learn from our mistakes in hopes of creating a better customer experience in the future. If there is any way to earn your business in the future, please let us know. Thank you again for taking the time to share your feedback.

Posted 4 years ago

“My experience with LoadUp to pick up my mattress was not very good. I had to reschedule THREE times because of a driver issue. All three times I was either contacted the night before or morning of to reschedule. I then finally used the chat function on their website to schedule an appointment. We discussed a specific time as I was not going to be available during the entire time frame (4 hours) and my complex does not allow items to be put outside the building. On pick up day, nobody arrived at the scheduled time so I reached out again only to hear that I was scheduled for the entire time frame (4 hours) and not a specific time. I was very frustrated with the service but shout out to Kenneth who changed his route for me so he could pick up my mattress. All in all, I would not recommend if you have to get rid of stuff quickly.”

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Posted 4 years ago

“I'm very jealous of everyone's review where the loaders "arrived in the time window" because that certainly is NOT the case with me. I give it 2 stars only because the service itself can be convenient and beneficial if only managed better. It is a service very much in demand. They need to vet their subcontractors more diligently. Scheduled the disassembly and removal of a large L shaped computer desk and hutch AND the assemble of a replacement piece on June 25th. Service was set for July 2nd between 12 and 4. At 10:45 the loader calls me and tells me he had to go to a funeral and wanted ME to call the company to reschedule or make other arrangements. Hmmm.....OK. So I called. I was told someone else could come out between 8am and 4pm on July 3. I booked it. On July 3rd, the status of the order in the email app was stuck on "Waiting for Loader to Confirm" which was a red flag that no one accepted the job. Sure enough, the window comes and goes and no one shows or calls. Calls to the loader were unanswered (same guy from yesterday). Called the company back again and said they could do the same window on July 4 between 8am and 12 noon. So I booked. HERE IS WHERE IT GETS CRAZY. 2 hours after i rebooked for the 2nd time, I got a text/email notification that "due to unforeseen circumstances, we are unable to make tomorrows scheduled pickup". I just scheduled this 2 hours ago and now they can't make it all of a sudden. The email had a link to re-schedule the date on their website. When I went to the website, the EARLIEST they had available was July 10th, a whole week later. And, if I cancel, I incur a cancellation fee which is BS because the scheduling conflicts were on their end 3 times now! So, I'm currently scheduled between 8am and noon on July 10. This is my FOURTH scheduling. Hopefully, this window won't get missed, but NOT IMPRESSED.”

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Posted 4 years ago

“First, I will say the customer service over the phone was professional and courteous. However, my order was LATE! My pick up date was originally due on the 20th of May, I received a call that the driver had a flat tire and would be there the next day, the 21st between 8-12. It is after 12 and no one has arrived nor has there been a phone call, text or email to inform me of the nearest time available for pick up. This has not been a good experience for me! I would not recommend loadUp nor will I use them in the future.”

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Posted 4 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

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