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.