LoadUp Reviews

Name: LoadUp
Rating: 4.58

4.6 Rating 6,322 Reviews

89 %

of reviewers recommend LoadUp

Company Reviews

Metrics

4.6

Based on 6,322 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

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“Pick-up scheduled between 12-4pm. Driver showed up at 9:45am. Did not call before arriving. Did not follow instructions, which directed him to the loading dock and asked him to call me when he arrived so that I could meet him and give him access to the freight elevator. Instead he showed up unannounced at the front desk, who called to ask for permission to let him up, and then after picking up the mattress took it back through the front lobby, which my building manager then complained to me about as if it was my fault.”

Helpful Report

Posted 3 years ago

Chris, thank you so much for taking the time to share your feedback with us. We have a high standard of quality for customer service, and your experience should never have been an exception. If you would be willing, we would greatly appreciate the opportunity to discuss this further with you. Please feel free to contact us via phone at (877)786-1348 or email support@goloadup.com with your order number at your discretion. Thank you again for sharing this with us.

Posted 3 years ago

“We hired LoadUp to remove a treadmill. The first company they contracted out too, never showed up and lied saying that they had been to our house and couldn't do the job. They rescheduled us to the following day, and again no call and no show. We were then rescheduled for the following Monday, once again no call and no show. After the third reschedule, we called another company just see how responsive they might be. LoadUp's competition, came the day I called and took the Treadmill, and we were charged less. We did get our money back, as requested from LoadUp, but still I will NEVER use or recommend them to anyone! If I could give them no stars I would!”

Helpful Report

Posted 3 years ago

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. We would love the opportunity to speak with you further to discuss your experience in depth. Please feel free to call us at (877)786-1348, or reach out to support@goloadup.com with your order number at your discretion. Thank you again for sharing your experience with us.

Posted 3 years ago

“Did not arrive between expected window. Changed the time to the next hour after the window I selected. No communication. Yet my payment was on time. I don’t do inconvenience”

Helpful Report

Posted 3 years ago

Wanda, thank you for providing your feedback and bringing this issue to our attention. We are truly sorry to hear you had such a frustrating experience. We would appreciate the opportunity to discuss this further with you. Please feel free to call us at (877)786-1348, or email support@goloadup.com with your order number at your discretion. We look forward to speaking with you soon.

Posted 3 years ago

“I prepaid for pick up and they never showed up. And it’s nearly impossible to get in contact with a person to assist. I’m not even sure how I’ll get reimbursed. Infuriating! Obviously a scam do not hire them or pay them in advance!!!”

Helpful Report

Posted 3 years ago

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 support@goloadup.com with your order number so that we may discuss this further with you. Thank you again for sharing your experience with us.

Posted 3 years ago

“Scheduled pickup.. driver no show.. rescheduled ..contacted by driver, driver then unresponsive. Customer service via chat is slow at best.. driver no show again. Rescheduled for the next morning. Just received a text delaying delivery again. Unbelievable.”

Helpful Report

Posted 3 years ago

Sharon, I want to extend my most sincere apologies for your recent experience with our services. 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 share your feedback and bring this to our attention. Please feel free to call us at (877)786-1348, or reach out to support@goloadup.com with your order number so that we may have the opportunity to make this a positive experience for you.

Posted 3 years ago

“This business is a scam! I booked an appointment online to pick up a mattress and box spring. The evening before the appointment I was notified that they had to change the appointment, moving it out an additional 3 days. I understand scheduling changes can happen, but in this instance I wasn't in the position to wait an additional 3 days for the removal. Again, no problem just let me cancel and I will find another provider that can accommodate the time frame I needed and they agreed to. The scam is they only refunded 80% of what I had pre-paid - when they were the one's that could not meet the agreed upon schedule. Had I needed to cancel at the last moment I get the "policy" of only refunding 80% but this was LoadUp's scheduling issue not mine. What a total scam!”

Helpful Report

Posted 3 years ago

Doug, I want to extend my most sincere apologies for your recent experience with our services. 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 share your feedback and bring this to our attention. Please feel free to call us at (877)786-1348, or reach out to support@goloadup.com with your order number so that we may have the opportunity to make this a positive experience for you.

Posted 3 years ago

“SCAM! Movers tried to cancel, showed up late with their kid and no equipment, slid the piano over to my neighbor, and charged me over $400 for this 20min of work.”

Helpful Report

Posted 3 years ago

We sincerely appreciate you taking the time to share your feedback with us. I want to extend my deepest apologies for the experience you had with our services during your office move. We would welcome the opportunity to speak with you further regarding this matter to make this a positive experience for you. Please feel free to call us at (877)786-1348, or reach out to support@goloadup.com with your order number at your discretion. Thank you again for bringing this to our attention.

Posted 3 years ago

“Booked a job that requires 2 people and clearly indicated that in the special instructions. Even agreed to pay the extra charge. Came with just 1 guy and the company refuses to provide any refund. Such horrible customer experience.”

Helpful Report

Posted 3 years ago

Thank you for taking the time to share a review of your experience with our services. We are disheartened to hear that certain 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. If you would be willing, we would greatly appreciate the opportunity to discuss this further with you. Please feel free to contact us via phone at (877)786-1348 or email support@goloadup.com with your order number at your discretion. Thank you again for bringing this to our attention.

Posted 3 years ago

“No show. No progress communication except text 15 min before time expiration from “Elijah McCall” ending in 1234 and when we respond by text and call back, we receive no answer. It’s 8:30… kids in bed. Better not see a charge to my card…just sayin’.”

Helpful Report

Posted 3 years ago

Angie, 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. If you would be willing, we would greatly appreciate the opportunity to discuss this further with you. Please feel free to contact us via phone at (877)786-1348 or email support@goloadup.com with your order number at your discretion. We look forward to speaking with you soon.

Posted 3 years ago

“now on the 3rd reschedule with no contact except an email that says oh, now we're coming on Monday between 8 and 12. I picked the original time because we'd made arrangement to actually be here, and in every case the only communication was just an email - no questions about whether it would actually work for us, nothing. So I cancel and reschedule other stuff, then the night before another note that says they've rescheduled me for another day and time. I'm not sure these guys actually even exist. I'm beginning to think I've been scammed.”

Helpful Report

Posted 3 years ago

We sincerely appreciate you taking the time to share 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. Please feel free to call us at (877)786-1348, or reach out to support@goloadup.com with your order number so that we may have the opportunity to make this a positive experience for you. Thank you again for bringing this to our attention.

Posted 3 years ago

“Overall wouldn’t recommend as the independent contractor used left a lot to be desired. I’ll need to retract my recommendation to our concierge team as well. Good luck if you use them and hope you get a better subcontractor than I did. Ended up messing up my floors so now I’m frantically trying to clean them so it doesn’t damage them too much. Still visible even after the darkest parts are cleaned with Clorox.”

Helpful Report

Posted 3 years ago

Kenneth, thank you for taking the time to share such a detailed review of your experience with our services. 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. We’d love the opportunity to speak with you further regarding this matter. Please feel free to call us at (877)786-1348, or reach out to support@goloadup.com with your order number at your discretion. Thank you again for bringing this to our attention.

Posted 3 years ago

“They have rescheduled on me three times. I can’t ever get anyone on the phone to talk to. My items were supposed to be picked up two weeks ago and they rescheduled me again so now it’ll be three weeks and waiting.”

Helpful Report

Posted 3 years ago

I appreciate you taking the time to share your feedback and bring this to our attention. 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. Please feel free to call us at (877)786-1348, or reach out to support@goloadup.com with your order number so that we may have the opportunity to make this a positive experience for you.

Posted 3 years ago

“This is a scam. I booked 12 days in advance and paid. Driver did not show up. I was not even told this until almost halfway into the four hour window. I was not guaranteed another date or time but told I would be called back. I waited almost an hour and called another service that showed up in 30 minutes, and did not demand upfront payment before showing up. LoadUp will not refund my money based on some technicality they claim (being allowed to reschedule anytime into the future whenever it is convenient for them). I would never use this company again.”

Helpful Report

Posted 3 years ago

KJ, thank you for taking the time to share such a detailed review of your experience with our services. 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. We’d love the opportunity to speak with you further regarding this matter. Please feel free to call us at (877)786-1348, or reach out to support@goloadup.com with your order number at your discretion. Thank you again for bringing this to our attention.

Posted 3 years ago

“Pick up scheduled for a Friday, noon to 4PM. No pick up. I called, then used the provided text number to find out what happened. No response. The following day I initiated an on line chat. The reason given for the pickup failure: no elevator access. My house is street level, no stairs. The pick up was then rescheduled for Monday 8-noon, and confirmed. Moments ago I received a text rescheduling pickup to Thursday 8-noon. The text number does not allow a response. I checked the on line status of the order, it's Thursday.....unless there is a change! Let's see what happens THIS week!”

Helpful Report

Posted 3 years ago

Irene, thank you for sharing your feedback with us. We have a high standard of quality for customer service and your experience should never have been an exception. 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. We appreciate your patience, and look forward to making your removal a seamless and swift experience! Thank you again for bringing this to our attention.

Posted 3 years ago

“Scheduled pickup from 12-4 today. Went online to see status and now it says my window was 8am-8pm. Who would ever agree to that?! Impossible to reach anyone by phone and nobody replied to my text. Worst reliability of any company. Seems I'm not alone, judging from the reviews. Never again.”

Helpful Report

Posted 3 years ago

“I had a removal booked yesterday that was a no-show. Upon contacting customer service, learned they "offer" the job to local contractors, and they have no recourse if the local contractor flakes. Was told the best they could do was a reschedule for late next week, but why bother when that's not guaranteed either? The customer service people were very nice, but since they apparently can't do a single thing about a no-show, that doesn't really help. My refund was processed quickly, at least.”

Helpful Report

Posted 3 years ago

“Delivery was scheduled for 8 - 12. At 12 we tried contacting them - horrible options on phone. Could not get to “live” person and their records showed delivery between 11 and 12 - and this was at 3:40. They finally arrived, set up the bed - did not haul away all the packing and did not properly set up the bed. They took some of the packing material away and just left - no notice they were finished! When we contacted the company they told us - too bad, it’s now ours and we need to deal with it!”

Helpful Report

Posted 3 years ago

“This company is an absolute scam and I would like to warn others DO NOT USE THEIR SERVICE. As “stated in their terms and conditions”- they can give a 4 hour window, change to the time of pickup last minute, not show up at scheduled time, cancel, not follow through on their end, and still charge you for %50 of the quote. I checked BBB and sure I enough there are many complaints of the same thing. Won’t be long until a lawsuit is pending for this company. BEWARE!!!!! The worse thing about this business is that it does state some of these points in their “terms and conditions“. You can spend an hour reading it before you book(if you have the time) or STAY AWAY”

Helpful Report

Posted 3 years ago

“Don’t use this company. Not organized, poor communication, and lack follow through. First pickup scheduled received an email telling me they couldn’t accommodate agreed upon time. Spoke with rep that evening and rescheduled to the next day between 4-8 pm. Next day received a voicemail stating they didn’t complete pickup the prior day as they couldn’t reach me and asking me to reschedule. Couldn’t get a rep on the phone when I called them back. Was able to reach them via email. Let them know that the driver never called me, that I’d received an email stating they couldn’t accommodate the pickup time, and that I’d already rescheduled. The rep responded with that they had no record of this. How can you run a business if you can’t keep track of correct communication and correct scheduled pick up times. The rep assured me that they did now schedule the pickup. We wait from 4-8 pm. No call and no show. Reached out again to the company and so far no response. I question if they even intend to fulfill our order. I’ve since read other reviews on the BBB that reflect unfortunately this same experience with poor service recovery. Go with a local trusted company instead and save yourself the time of this circus. We are still uncertain if and when they’ll even complete our order.”

Helpful Report

Posted 3 years ago

“Pick up order was confirmed by multiple texts, each giving a new window 2 hours later that the other, in the end I was left waiting for a no show, with no explanations or apologies.”

Helpful Report

Posted 3 years ago

LoadUp is rated 4.6 based on 6,322 reviews