EJ M.
1/5
The two men that made the physical delivery were great, and exceeded my expectations. 10/10 for them. They don’t work for Pickups, and are a fourth party. Massachusetts delivery, from Fairhaven BigLots, to Carver. A couch and rocker chair.
I have never dealt with a more inept, unprofessional, incompetent, nor lackadaisical company in all my years with Pickups. -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.
