LoadUp Reviews

Name: LoadUp
Rating: 4.57

4.6 Rating 5,972 Reviews

89 %

of reviewers recommend LoadUp

Company Reviews

Metrics

4.6

Based on 5,972 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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Filter: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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

“I very disappointed with this company. Apparently third time trying to get them to come and pick up the stuff I set up specifically for them is the charm. The people who actually came were fantastic, very polite and speedy. They did a great job. I also want to thank whoever managed to get a crew to come to my place after work. Other than that, it was a pain to get my stuff picked up when I scheduled it days in advance and nobody really let me know that no one was coming until after the time slot had ended. I had chosen that day because I am very limited on my days off. I could not even get a crew to come later that day even though customer service had promised they would try. The automatic voice system is difficult to navigate and has you going in circles.”

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Posted 2 years ago

“Booked a mattress removal from my apartment about a month in advance, in preparation for an interstate move. Partner called the day before to try to confirm exact time (we were given a window of 8 am - 12 pm upon booking) and was told to call back the day of. The morning of pickup, he left early (we were no longer staying at the apartment, but about a 20 minute drive away) to be at our apartment by 8 am. He called again at 9 am and reached the woman who would be picking up our mattresses. She seemed unaware that she had our pickup that day, mentioning she had received confirmation of the request a month ago but hadn't been tracking it in her schedule for the day. She said she could come, noting it would likely only be at 12:30 pm, and asked if my partner could move the mattresses outside for her to more easily pick up, even though we had specifically paid for movers to come into the apartment to take the mattresses out for us.. NOT an ideal situation to have to micromanage a service like this, especially one booked well in advance and coming in the midst of an already hectic move. Would not recommend this company to others.”

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Posted 2 years ago

“Twice LoadUp canceled out on me without warning. I had to call them myself. However when the workman finally (finally) arrived they were courteous and efficient . Maybe because they came all the way from Orlando. The management of this company are the ones to blame. I cannot recomend this company.”

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Posted 3 years ago

“Waited from 8 am to 5:45 pm, the driver called about 3 pm and said no problem with picking up the 46 inch projection TV and then never showed up. Got an email rescheduling for another 12 hour window in two days. At least since you didn't show up after saying you would you could give me an hour window instead making me waste another full day waiting for you to show up possibly.”

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Posted 3 years ago

“Do not hire this company for furniture removal. Two gentlemen showed up to remove our reclining sofa. Granted it was a difficult move as the item is very heavy. They couldn't get it through the first doorway so they tried to take it apart with a crow bar. I then suggested they go through the door vertically which worked. The next door was a bit taller and they tried do the same thing. They managed to force it out horizontally but put a big gouge in the paint of my exterior door. Emailed the company and they apologized and said they would contact me to make it right. Still waiting. They also showed up in a rented Home Depot truck??”

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Posted 3 years ago

Richard, 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 us again at support@goloadup.com with your order number so that we may look deeper into this matter. Thank you again for sharing your experience.

Posted 3 years ago

“I have a scheduled pick up today. The driver did not call me until the end of pickup window. He said that he's all by himself & could not get the couches. I took off from work, so I could get this done. The driver re-scheduled for the following day. I'll update the review then. I'm not happy that I have to waste my day waiting only to find out that the it's cancelled. It's very inconsiderate. I do not know if ever use this service again.”

Helpful Report

Posted 3 years ago

Thank you so much for sharing 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. I appreciate you taking the time to bring this to our attention. Please feel free to call us at (877)786-1348, or email 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

“I would recommend this company if you have outdoor junk that needs to be hauled. However, inside furniture that needs removal should not be trusted by Load Up to be removed without further damage to your home. The drivers are individually contracted and Load Up takes no responsibility for any damage that is done inside your home. It has take me 5 weeks and constant emailing and phone calls to have the company reimburse me for damage done to my walls at the expense of the drivers who moved my couch in such a haphazard and inefficient way that I'm surprised no one got injured or further damage wasn't done to my property.”

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Posted 3 years ago

Olivia, thank you for taking the time to share your review with us. 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. Reviews such as yours offer our company the ability to learn from our mistakes in hopes of creating a better customer experience in the future. If there is any way to earn your business in the future, please let us know. Thank you again for taking the time to share your feedback.

Posted 3 years ago

“My experience with LoadUp to pick up my mattress was not very good. I had to reschedule THREE times because of a driver issue. All three times I was either contacted the night before or morning of to reschedule. I then finally used the chat function on their website to schedule an appointment. We discussed a specific time as I was not going to be available during the entire time frame (4 hours) and my complex does not allow items to be put outside the building. On pick up day, nobody arrived at the scheduled time so I reached out again only to hear that I was scheduled for the entire time frame (4 hours) and not a specific time. I was very frustrated with the service but shout out to Kenneth who changed his route for me so he could pick up my mattress. All in all, I would not recommend if you have to get rid of stuff quickly.”

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Posted 3 years ago

“I'm very jealous of everyone's review where the loaders "arrived in the time window" because that certainly is NOT the case with me. I give it 2 stars only because the service itself can be convenient and beneficial if only managed better. It is a service very much in demand. They need to vet their subcontractors more diligently. Scheduled the disassembly and removal of a large L shaped computer desk and hutch AND the assemble of a replacement piece on June 25th. Service was set for July 2nd between 12 and 4. At 10:45 the loader calls me and tells me he had to go to a funeral and wanted ME to call the company to reschedule or make other arrangements. Hmmm.....OK. So I called. I was told someone else could come out between 8am and 4pm on July 3. I booked it. On July 3rd, the status of the order in the email app was stuck on "Waiting for Loader to Confirm" which was a red flag that no one accepted the job. Sure enough, the window comes and goes and no one shows or calls. Calls to the loader were unanswered (same guy from yesterday). Called the company back again and said they could do the same window on July 4 between 8am and 12 noon. So I booked. HERE IS WHERE IT GETS CRAZY. 2 hours after i rebooked for the 2nd time, I got a text/email notification that "due to unforeseen circumstances, we are unable to make tomorrows scheduled pickup". I just scheduled this 2 hours ago and now they can't make it all of a sudden. The email had a link to re-schedule the date on their website. When I went to the website, the EARLIEST they had available was July 10th, a whole week later. And, if I cancel, I incur a cancellation fee which is BS because the scheduling conflicts were on their end 3 times now! So, I'm currently scheduled between 8am and noon on July 10. This is my FOURTH scheduling. Hopefully, this window won't get missed, but NOT IMPRESSED.”

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Posted 3 years ago

“First, I will say the customer service over the phone was professional and courteous. However, my order was LATE! My pick up date was originally due on the 20th of May, I received a call that the driver had a flat tire and would be there the next day, the 21st between 8-12. It is after 12 and no one has arrived nor has there been a phone call, text or email to inform me of the nearest time available for pick up. This has not been a good experience for me! I would not recommend loadUp nor will I use them in the future.”

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Posted 3 years ago

“Rescheduled three times, almost always without communicating. I had a window of 12-4pm but they finally showed up around 9:30pm. Super annoying.”

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Posted 4 years ago

“I texted a picture of what I needed collected and the only response I got was what zip code I was in and then never heard back from them. At least say you don't or can't do the pickup. Went with competitor and got fast response.”

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Posted 4 years ago

“first, they didn't end up taking all of the furniture I paid them for, since some of it was stolen out of my front yard before they got there. I appraised the sales men who helped me, Alex, in Georgia, but never heard back from him about a refund for those pieces. Secondly, the crew that they sent was a guy and his injured wife, who had their baby daughter waiing in the backseat of their oversized pickup truck. So the wife was in no shape to help, leaving just her husband to move a heavy sofa, Hutch, adjustable base bed frame, etc. I wasn't dressed to help, but I had to, because it was clear the poor guy couldn't do all of the work by himself without risking serious injury. They also had no tools, no knee pads, no gloves- not even a screwdriver to take the glass panes out of my Hutch. He had a dinky, wooden 2 x 2 rectangular furniture dolly to get everything out of my house, down the steps, up the sidewalk, and into their truck, which was parked at the curb. He ended up dragging my furniture along the sidewalk, damaging it so badly that nobody was going to take it after that. And that was after I'd gone to the time, trouble, and expense of putting new hardware on the front of it, and retouching all scuffed spots. it's been nearly a month since I used their services, and I have heard nothing back - despite calling the original salesman, customer service at headquarters, and someone that was supposed to be a general manager. I don't think I'm going to hear back from them. My mom's now working on her own move, and I would have recommended this company to her had my own experience not been so poor. it's really too bad, since other paid furniture removal services charge by the square foot, making Go Load Up's prices really competitive. to sum up, they got rid of some of the furniture for me, but in the worst way possible. And I've been overcharged, and then lied to about receiving a refund. Not to mention, I'm disabled, and I hurt myself badly, since they sent out an adequate staff to do the job in the first place! if this company carries on in this way, all I can see is potential liability. On the other hand, this was in Northern Virginia – when they're Nationwide – so perhaps someone in a different state would have a better experience.”

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Posted 4 years ago

“My experience with LoadUp has been very disappointing. This is not a reflection of the contracted individuals who came to pick up the items, but the LoadUp Company for poor coordination and customer service. I recently moved out of my apartment in San Francisco and selected LoadUp as my furniture removal service based on the other positive reviews and LoadUp's promise that "We always do our best to dispose of items in the greenest way possible, whether that be through donation or recycling." I booked the appointment online, listed every piece of furniture that needed to be picked up, and paid the cost in advance. The items included two couches, a dresser, several tables & chairs, boxes of books and bookshelves, all of which were in good condition but which I couldn't remove from my apartment by myself or transport to a Goodwill or other donation service, which is why I was thrilled with LoadUp's donation/recycle policy. I selected scheduled a pickup between 4pm - 8pm. I had hear nothing by 7pm, so I called the contracted pickup service and learned that they were running late. They asked if I wanted to reschedule, I said no as I had to be out of my apartment that weekend and there were no Sunday options available. We waited. The pickup service finally arrived at 9:20pm. We help carry some of the items downstairs because it's dark out now and we want to be out of there. Their trailer is already completely full with pickups from earlier in the day. I do not understand how this was coordinated since I had to fill out in advance every item I needed picked up. By the time everything is downstairs, it's after 10pm and all of my furniture is outside on the sidewalk. I have no idea how all of it will fit in the trailer that's already full, but understand that they may end up cutting some of it up into pieces so that it will fit. This is devastating to hear, as again, the furniture is in good shape and I picked LoadUp because of their promise to donate or AT LEAST recycle. I have to leave at this point because it's so late. I find out in the morning that everything was not taken away, and some of it was left on the sidewalk over the weekend. Various individuals from the neighborhood collected pieces of it until it was gone. The contracted pick-up company did go back on Monday to confirm that it had all been taken, which I appreciated, but I've heard no word from LoadUp itself. I called LoadUp to discuss my experience a week ago. I was told I would hear from someone in 1-2 days. I have heard nothing. I am extremely disappointed in their coordination and customer service efforts. The individuals contracted to do my pickup should not have had so many appointments that day, and should not have been expected to fit all of my furniture in addition to what they already had. Moving sucks already, LoadUp made my moving process even worse.”

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Posted 4 years ago

“The actual pick up was very good. The scheduling of the pick up was incredibly frustrating. It was scheduled and rescheduled multiple times. We were told that Saturday pick up was possible and that we could pick our pick up time, however, a day before each scheduled time, after we had confirmed the date and time of the pick up, we were notified that they could no longer pick it up at the agreed upon date or time. Our refund was based on this item being picked up. In stead of waiting 5-7 days for our refund, it will be more like 20-22 days. I'm not sure who is at fault for the scheduling issues but I do not recommend using this service if are in need of a prompt and accurately scheduled pick up.”

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Posted 5 years ago

“The scheduled drop-off was never accurately given. At one time, a represented told me ' only 5 more minutes ' as if it was no big deal when I was promised 8am-12pm slot and it came just before dark. Truck driver was terrific and was equally annoyed by the 'dispatchers' I asked twice for 'Chris' the manager but never received a call. If you don't care when they deliver, it is a great dumpster with a door to walk into and very nice driver who put it exactly where I wanted it. (Jeff, the driver was great) The rest of the staff need remedial Customer Service training for setting false expectations.”

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Posted 5 years ago

“I was really excited to learn such services existed until my experience with an assigned driver. I was assigned a 8 am - 12pm time slot and my confirmation email stated the driver will give me a call 30min before arrival. Well, I waited- and waited some more and no call. I finally called the driver with a phone number provided from the company. Well, a man that answered wasn’t the name mentioned in my email- What? So apparently, the driver assigned to me works for this guy and he never communicated with him that he wasn’t going to do his job. It’s 11:40am and the man says “I will be there 1:30pm”. He did show up on time with a helper and apologized for the inconvenience. They loaded the stuff but I wasn’t happy that they didn’t even bring covers for their shoes. The floor from the front door to the basement was covered in mud tracks from their shoes- how unprofessional. Took me at least 45min shampooing the carpet ugh I am never going to use this company again. I had at least three neighbors waiting for a feedback with my experience with this company and I pretty much told them to go elsewhere..”

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Posted 5 years ago

“My adjustable bed was heavy and required 2 men in good shape and able to handle the job. 2 men showed up for this job, but only one was capable. The other had to be at least 80 years of age. He was unable to lift the bed. I’m 67 and have a history of back problems, but the bed needed to be removed so I helped the young man get it out of the condo and loaded on his truck. Both men were nice, but this wasn’t acceptable for this job. I would not recommend this company.”

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Posted 5 years ago

“They were almost 2 hours late past the "window" I was given when they would be there. They did not contact me at all to let me know they would be late. I had to call them and every time I did I kept getting pushed to voicemail after being on hold for several minutes. I was never able to contact a person via phone. I finally got a text saying the pickup was 10 minutes out, this was when they were already at the end of the time window. After 45 minutes the driver still hadn't arrived so I texted back. They said they would contact the driver again. 30 minutes later I still hadn't heard anything so I texted back. Only when they were an hour and half late did I finally receive a call from the driver. They had a pickup in a town over an hour away from my location. Then coming back they were stuck in bad construction traffic and unable to call due to no cell coverage. They finally got to my house 2 hours late. Once they were there the driver and his helper were professional, extremely appologetic and quick. I have no problem with the pickup service but the customer service was some of the worst I've ever had. No communication, no appology from the office and no easy way for me to contact them to find out the status of my pick up. I would not recommend based on the customer service.”

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Posted 5 years ago

LoadUp is rated 4.6 based on 5,972 reviews