Name: LoadUp
Rating: 4.57

“Scheduler sent one individual to pickup large heavy sofa with a queen sleeper and two(2) large power recliners. This sofa needs two people minimum and the pickup person did not know it. I paid 190 dollars and had to help the poor pickup driver. The four hour window turned out to be 5 1/2 hours. Then scheduler at the office told my wife two options: reschedule for next day or extend today’s window till 8:00 pm.The pickup driver was very apologetic and did a great job. Poor rating is the highest I could give the company service. No courtesy call from company/ driver.”

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Posted 1 year ago

“Scheduler sent one individual to pickup large heavy sofa with a queen sleeper and two(2) large power recliners. This sofa needs two people minimum and the pickup person did not know it. I paid 190 dollars and had to help the poor pickup driver. The four hour window turned out to be 5 1/2 hours. Then scheduler at the office told my wife two options: reschedule for next day or extend today’s window till 8:00 pm.The pickup driver was very apologetic and did a great job. Poor rating is the highest I could give the company service. No courtesy call from company/ driver.”

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Posted 1 year ago

“Yesterday I had loadup pick up a large couch and a large chair. Only one mover showed up and I had to help them carry both items down a flight of stairs and load them in the moving van. I’m happy my items are gone and the mover was nice. But I had to do half the work and I didn’t expect to do that.”

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Posted 1 year ago

“The vendor did not show up at all as I waited for four hours in the evening. Said he would come over if I went to Home depot and bought him a hazmat suit! Would not pick up my mattress for disposal because it might be dirty. Rescheduled for the next day. Load up resceduled but did not consult with me about the new time, which I could not do. Eventually, my mattress got removed but and they gave a ten dollar credit on future use of Loadup. Cheekie no?”

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Posted 1 year ago

“My messages were ignored all day, a 12 hour "window" is ridiculous and they didn't show up until after 1900 so I wasted my entire Saturday”

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Posted 1 year ago

“A pretty straight forward request - some leftover packaging garbage left behind, please come pick it up. I sent pictures of the space, they accepted the order. There wasn't much there, so it took the gentleman about an hour. Pictures were to be sent upon completion. I found it odd that pictures of the cleaned-up material in a truck were sent, but not of the finished work inside the space - for good reason it turns out. It is a 35-40min drive, and I found that while all the large pieces were gone, there was a considerable amount of various scrap left. I wasn't expecting a perfect clean up (I had stated it didn't have to be spic and span), but to leave that much behind is an unnecessary annoyance - it took me 15min to finish, which means he couldn't bother to spend that extra 15min to do a passable job. Not what I was expecting for $400+.”

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Posted 1 year ago

“My scheduled date no show, call after call was made to find out was was happening with my order, finally they said they didn’t have a driver could I reschedule so I did loosing another day of mine. Today was the new date and I had NOT received any message so I communicated with them & was told they were trying to get a “loader” ! Finally someone came & it was a surprise to me! A happy surprise I must say but poor communication or lack of!!”

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Posted 1 year ago

“Process of arranging for the pickup was pretty smooth but on the day of pickup, it was a different story. We were provided with a way to track the pickup and was checking that periodically when a pickup truck pulled into our driveway. At that moment, the tracking changed from "scheduled" to "completed" - going through the "enroute, arrival, completed" all at the same time. A man and woman appeared and we proceeded to show them where the sofa sleeper was and the door through which they would be taking it out of our house. It was a struggle to get it through doorways and it was very heavy. The man lifted his end without a problem but the woman had difficulty lifting and carrying it for any distance. Occasionally, she would put her end down and it would be drug across our laminate floor for short distances. Now we have small groove marks across our floor which we haven't been able to buff out. I mentioned several times during the setup process that the sofa sleeper was very heavy so would take strength to move it. I don't feel enough help was provided to remove this sofa sleeper out of our home. Now we have damaged floors. (Picture shows just an example of one area)”

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Posted 1 year ago

“Very responsive with several reach txts and app worked great for setting appt and tracking. They were great!”

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Posted 2 years ago

“Was having piano picked up that I have had for over 50 years, very emotional decision. Could have hired a local company but chose LoadUp as they put so much emphasis on donating/recycling items. I did not want to try and sell it or even give it away as I don't want people coming to my house, but the thought that it could possibly be used for parts/recycling was a bit comforting. Price for pickup was a bit steep for my taste but we just didn't want to deal with loading it ourselves. No complaints about communication regarding pickup, timing was great, even came earlier than requested; movers were courteous but very unprepared. I had sent pictures of the piano but they didn't seem to realize what they were picking up when they arrived and took more pictures. They also underestimated the weight of an old, solid wood piano, as one of the men was young and small build. I had stressed the importance of protecting my hardwood floor and before they moved it I offered a piece of carpet scrap to put down. I put it carpet side down, but then he turned it over. I should have said something but didn't, so long and short of it, they scratched my floors using the rough underside of the carpet back (didn't see it until I came back into my house following departure). They literally just had to move the piano around the corner to the door, not all over the house or any stairs except for porch. Then they scratched my sidewalk trying to roll it, and when I asked about a dolly, he said he forgot it in his other truck. REALLY??!! So I left them to it but then went around the back to watch them load it and they had it propped up on the back of the truck, which had a pull-down ramp they could have used. I fully expected to see it fall to the ground at some point but luckily it didn't. After they left I also found scrapes on the driveway and remnants of the piano from evidently hitting the corner on the ground. So all of this to say, I spent over $400 to have a team that claims to move items for a living, that didn't have the manpower or equipment to safely move a very heavy piece of furniture, to come into my house and damage my floors (movers should be prepared for any environment situation, such as hardwoods), and damage my sidewalk and driveway, not to mention the item I was donating. With all of that on top of my already fragile emotions at getting rid of it, this was an absolutely horrific experience. I guess I should have read the negative reviews in addition to the positive; lesson learned. Hope this helps you make your decision.”

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Posted 2 years ago

“The pick up was fine but they left mud prints all over my carpet. It took me 3/4 hour to clean up and I wasn’t able to get all prints up. Never again.”

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Posted 2 years ago

“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 2 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 2 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 2 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 2 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 2 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 2 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

LoadUp Reviews