PICKUP Same Day/Scheduled Delivery Reviews 474

This is the second time they haven’t come when they said they will. Customer service is a joke. Do not recommend using them

The two men that made the physical delivery were great, and exceeded my expectations. 10/10 for them.
However, I have never dealt with a more inept, unprofessional, incompetent, nor lackadaisical company in all my years. Not only would I never recommend using your company to a friend or family, but I would go so far as to convince them not to give one cent to your company, for a delivery. I would simply have to tell them my experience. That would be convincing enough, in and of itself. Pickups gets a rating of 0/10.

9/26:
Order placed for “Next Day Delivery”, but opted for 2 days later as I could not get the next day off from work, to be available for the delivery window (8am-8pm).
9/28:
Delivery day.
Hired removal company to remove old furniture from living room for easy transition of delivery (cost $250).
I wait. -And wait. -And wait a little more.
At 5:30pm (2.5 hours before close of delivery window, after taking the day off from work, after having all old furniture removed, and never leaving the house for fear of missing the delivery) I received an extremely nonchalant phone call from Wesley at Pickup. He casually informed me that there was no one available to make my delivery. I explained to Wesley, that this was unacceptable. He had an “oh well” attitude from the beginning until the end of the phone call. I asked that he put in a request for a supervisor to call me back. He said that he would, and that he could reschedule me for Friday; as that’s the “best he could do“.
9:00pm:
I receive a call from Janine, who identifies herself as the next tier customer service representative. She states that she will not be refunding my delivery cost, and that I should have read the fine print while ordering “next day delivery”. I was flabbergasted. I told her that what she was telling me was again, unacceptable. I requested that her immediate supervisor call me at their earliest convenience.
9/30:
Day of delivery.
I have now taken two days off this week, and then, once again at the mercy of pick ups and their games. At noon, which was mid way through the delivery window, I received a text that stated “deliveries were experiencing delays”. Fearing a repeat of two days prior, I put in a call to pickups. raven, was the representative I connected with. She stated that she had no updated information. Other than the order was “processing”, and they were looking for a driver to complete my order.
Again, just to reiterate; this is what they do. They’re a delivery company. The level of incompetence is astounding.
I waited an hour, after hearing, nothing, and called back, hoping my persistence would gain some attention to the issue. To my complete surprise, I was connected this time to Janine. The same woman who claim to be a tier 2 supervisor, who called me at 9 PM, two days ago. When I explained to Janine, then I worked for an attorneys office, and was advised that this is false advertising and subject to litigation, and that I would be documenting and recording any, and all future contact with the company; suddenly I felt I was being heard for the first time. She told me to wait on hold while she contacts, dispatch, and the case manager, after a few minutes, she returns to the line and tells me that they have miraculously found drivers. All within that 10 minute phone call. What luck, right?
About 10 minutes after hanging up with Janine, I received a phone call from the delivery driver. He told me he would be picking up the couches in Fairhaven and will be to my home to make the delivery in about an hour.
1:00pm
I received a call from Austin, who identified himself as the case manager. He stated that he would be refunding me the delivery charge.
Pickups: Do better. This was excruciating. Hands down, the worst delivery experience to date. Never again. We sat on a floor for 3 days no thanks to you.

Terrible, very dishonest business model. Instead of telling you when they can actually provide the service, they just tell you what you want hear... aka that you're "on the schedule" when in reality they take your money without first confirming that a driver is actually available. I've been "on the schedule" for multiple days no with no actual ETA established. Too bad I trusted them at first and dismantled my house in anticipation of my same day delivery. 5 days and probably 7 hours later, I'm no closer to knowing when my items will arrive.

If they had said up front it will be weeks before they can get to it, I respect that. But the daily lie is pretty reprehensible. I'm bummed that some of my favorite stores partner with them. I'm pretty close to returning my 1k purchase from HomeGoods.

ZERO stars-Were supposed to deliver Big Lots furniture next day, as advertised on websites. Cancelled after I waited over 5 hrs, wouldn’t deliver after hrs on weekdays, so I had to reschedule for next weekend. After waiting again, I called to see what was going on-for 2nd weekend they have no delivery people-so I cancelled w/them & Big Lots who would not find another delivery company for me after this inconvenience. Filing complaint w/BBB against both for false advertising, lack of customer service & professionalism, etc. This isn’t a business-They don’t have delivery people!!!
Response to company's reply: Talk is cheap. This is exactly how you responded to dozens of other people who also didn't get their deliveries on time/at all. And I already exchanged several emails with a customer rep who told me he could do nothing to make the situation right except apologize. I told him that means nothing because there was no form of compensation/effort to make it right. Absolutely pointless!

Failed four separate times over the course of a week to pick up & deliver my items due to "delays", with the same generic excuse with each phone call.

Don't advertise fast delivery if you can't do the job.

(EDIT) I was contacted by Krista at PICKUP Support shortly after the reply to this review was posted. We had a discussion about what happened with an eye on future improvement, and she made amends. Next time I need a pickup done I intend to give them another chance; will update at that time.

Friday delivery rescheduled for today and now….no one is assigned and i am getting the run around! Fraudulent business practices

Awful same day services bs 3 days later still didn't get my furniture waited today from 8am to 8pm that's the delivery window they gave me no show. I now have to find somewhere to host my christening TOMORROW

I was supposed to get my delivery yesterday. The agent called me after I waited all day for a delivery and said they could find no person to deliver to me. Promised to deliver it the next day between 2 and 6 pm. Its now 7:22 no package. No Call. You would think I would be a priority when a delivery is missed the day before due to scheduling issues or whatever the problem was. Whatever happened to communication with your client and making sure the next day they make it right. I now just got an email saying that I need to call to reschedule. Its not my fault. You should of called. I waited for you. :(

Unfortunately, you can't select a 0 star review. This has been the worst delivery service I have ever experienced. The original order was supposed to be delivered on 9/02, it was then rescheduled to 9/05 due to "delays", in which it was again rescheduled to 9/07, and again rescheduled to 9/09 with more "delays". I am unsure if i will ever receive my order because all they can say is "I am sorry" without providing any action to rectify the situation. This company is destroying several store's reputation and i honestly cannot image how this business has remained active. It is absurd to pay a costly amount for a delivery that gets postponed several times.

I ordered with Big Lots and was unaware until after my purchase was complete that my same-day delivery was with a third party. The day I was supposed to get my order, no one called to update me about the delivery. I finally got in touch with them and they told me that I had to rescheduled, which moved my delivery date 2 days. The rep tried to blame my order time for the reason for the delay and then told me that there was nothin he could do because he was just a person to let me know what the dispatcher says. He didn't disclose the name of the company so I was confused why a random company was acting as the liaison between Big Lots and a no-name delivery company.
On the rescheduled date, after leaving work to be at home and waiting for 4 hours, a lady called me and said that they needed to reschedule again because the dispatcher told her that they couldn't get to my area (30 minutes from the store pickup). I asked her what they would do for the inconvenience besides apologize and she said there was nothing for her to do and that if I talked to anyone of higher rank they would tell me the same thing she told me. I then asked her if I could have the number to the delivery company and she said that they did not have a phone. So I asked her, "so I am speaking to a company that does not work for big lots but speaks on behalf of random drivers who they can't contact by phone. Then she told me the drivers worked for their company pickup now and that they were just not able to get to me today nor could they do anything to compensate because the delivery cost is a flat rate. She was of no help and really just kept repeating that I would have to reschedule 2 days out. On the date of my 3rd reschedule, I left work to be at home to get my order and I did not get a call but two texts to say the delivery was delayed. They were supposed to come between 10-2 p.m. Finally at 3:30ish they called and told me I would have to reschedule again. At that point, I cancelled the delivery. The cost of delivery is too expensive to spend when the service seems unorganized and short staffed. Additionally, their customer service operators are not equipped to serve they are merely typing a new date and time into the system, which could be done via email. I only gave 1 star because 0 stars was not an option.

If I could give no stars I would!!!! The driver just dumped all the DIRTY boxes in the middle of the floor. I ordered a sectional and I received 6 boxes of a puzzle to put together.
The guy was very rough getting it into the house and almost broke the door! Was very rude.

Over promise and under deliver. Horrible customer service. Mostly automated responses that give broad updates and spit up policy like it’s supposed to make things better.

Waited around for our window for 9 hours just for them to cancel. I highly suggest that companies stop contracting with this company and find another or use multiple 3rd party shipping services.

This place is nothing but a con. I can't believe Levin Furniture in Wexford PA would promote such a-holes. If you want total aggravation and headaches, just give them a call. They will run you in circles for days.

Well, my final review of Pickup Now. (Number 3 and it just keeps getting worse). I think it should be called Pickup Never.
So, on the 4th reschedule date I was finally called by a very nice driver. I was originally told by customer service (Joanna) that she would reschedule the delivery between 6 and 7. I received the text confirmation and it said 6 to 10. I really wanted the merchandise so I said nothing. After receiving the driver’s call, I received a few hours later a text from Pickup stating my delivery would be delayed or have to be rescheduled. That would be the 5th reschedule. At this point I was in tears. I reached out to the driver and he said he was still delivering but was now concerned that he wouldn’t make it to the store in time to get my stuff before they closed. At this point I knew he’d never get to my home before 10 pm because he told me he had other deliveries before mine. So, after everything they put me through, and being told that management was involved to assure my delivery (lie), the best Pickup could do apparently was to have my delivery be likely the LAST delivery as well as very late tonight. I thought after 10, when promised before 7, was late. It apparently never occurred to Pickup that perhaps after what they put me through, I should be first on the list. Nope, clearly not.
I reached out again to customer service (a nice rep named Wesley who actually was the first person at Pickup or At Home who actually cared and tried to help). Oh, I got a call earlier from Austin, who was going to handle my situation “personally” (lie), After Wesley kept trying to help, but he finally said he was directed that the only thing Pickup could do was to “open a ticket,”
I finally got smart enough to cancel the delivery and the order from At Home. I won’t be shopping there again (they did nothing to help either but say I’m sorry a lot and refund the delivery).
Moral of the story - if you shop at a store that uses Pickup Now, you may never see your merchandise. Their systems don’t work, their customer service reps (except Wesley) don’t care and their Management lies. I do feel badly for the driver. He rushed to try to get my stuff but I didn’t even know if it would still be in stock since Pickup delayed delivery for 5 days from the date of my order.
Stay away. Stay very far away.

This one star is woefully inadequate. After 6 scheduled delivery times and countless phone conversations, chats and text messages I am done. If you need something to occupy your time call PICKUP.

Worse than terrible. I had a pickup for two armchairs from HomeSense in Westwood, MA. The company called in the middle of the pickup to tell me they would need to charge DOUBLE. I asked to be connected to a supervisor, was put on hold for 10 minutes, and was told I would get a callback. It never came. I have to agree with all these other bad reviews. The "guaranteed prices" that they tout on their marketing materials is a joke. And their customer service representative was rude. I can't understand how any reputable company could recommend them and have called HomeSense to let them know of my disappointment.

Broke-ass venture hustle is not even a real company. Blowhard president has a bunch of clueless wage slaves in Texas hiding behind zen desk whose mantra 🕉 is I’m sorry. Remember you are not the customer to these people— their customer is the store that sold you the crap. They don’t care about you because they have another one ahead. Some venture firms gave them a few bucks and figure they can flip it to some dumbAF investors thinking they’re in 3pl/logistics/infrastructure. Ha! If you care go to crunchbase and look at the guys that gave them checks. Contact the bosses and tell them about your pathetic experience with these jags.After two days of deceit, they finally made the delivery. Company censured this review addendum Aug 17. Kind of feel bad they never even responded to my review like they did to others, but I can’t blame ‘em. The can’t do anything so why fuel the 🔥! Believe me, they won’t see 2023. Update:Casper may be dropping them!

Absolute joke of a service. I took off work today to receive a couch I ordered earlier this week and this horrible company was zero help. Delivery got delayed and then they called me this afternoon to reschedule until Monday. I will not take another day off of work to hope you provide your service. Wish I could give them zero stars. Ended up going with a local delivery service the store suggested I use. Scam company that should be avoided at all costs

Josh A. and Andy V. we’re wonderful! They were on time and very professional. They even unboxed our item and checked for any flaws and took the old box out. They used shoe covers to protect our floors and were top-notch in terms of professionalism and kindness. Would highly recommend them!

I never got my furniture delivered, and horrendous customer support that would never help out the situation.