Leave a Review Dolly
Horrible experience - help never arrived, 2X!
I scheduled a Dolly service for 4 PM last Friday. By 3:50 PM, I had not received any updates or confirmations. I called customer service and spoke with a representative who had difficulty communicating in English. He informed me that assistance was not coming at that time, and the next available opportunity for help would be at 7:30 PM or the following day. When I inquired about the likelihood of the movers actually showing up, he said I would know closer to the time. To avoid any uncertainty, I decided to reschedule for the next day.
The following day, I was expecting movers between 1:30 and 3:30 PM. At around 12:30 PM, I called to confirm their arrival and was told that no one had yet accepted the job, and I would receive an update by 3 PM. Given my tight timeline to move out, I was left anxious and uncertain about whether help would arrive. At 3 PM, I received an email stating that no movers had taken the job, and I would not be getting the assistance I needed.
This experience was extremely disappointing. The service was inadequate, and I cannot understand how a company like Dolly continues to operate when they fail to deliver on their promises. I will not be using their services again.Show lessDolly doesn’t
Horrible!!
Used them to pick up a small sectional from store and bring to my townhouse. The guys that came did $1900 worth of damage trying to get once piece of the sectional up the stairs. On top of it, they had to take it back to the store because it would not fit. They put holes in the walls, ceiling, hit the corners so bad the metal corner bead was exposed in several locations. Now here is the best part, the guy is oh let me take pics for insurance purposes lol, Dolly will cover $300 no matter how much damage these helpers do as they consider them contractors and are not liable for anything they do, got to love ! Now, we just moved into this brand new townhouse with $1900 worth of damage and they will only cover $300. Here is the kicker, on that day after the guys left to return the sectional to the store I get a call from Dolly wanting to charge me a additional $50 for them taking it back ( yeah I don’t think so ) and they charged me the full $203 for the service which is just crazy to me. So, $203 for service $1900 worth of damage and you will give $300 for it, so basically I got $100 towards the damage is the way I look at this. DO NOT USE THIS SERVICE !!! YOU HAVE BEEN WORNED !!!Show lessCrap service !!!!!
Don’t use this company.
Not only did the crew cancel my pick up after I hired and had to pay for three additional people to load my item. They informed me that they weren’t going to get paid for the days. Which is a lie as I just finished reading the helpers handbook which I screen shot their internal policies to show the police when I get them involved tomorrow. The cost to move my item was 260. They canceled my trip not I. And the app charged me 520 dollars than because the crew said they weren’t getting paid I payed them again 250. Plus I had to hire three additional workers at a cost of 150 dollars because the criminals barely showed up with a dolly 1/2 the size of my own. So where am I at. It cost me 1000 dollars today to move an item roughly the same size as a refrigerator. I have asked to be refunded 520 dollars and was told no. This is a scam and 1000 dollars was stolen from me. They did deliver it but refused to even put it up right so I’ve had to do alone which I was able to do because I’m not an idiot. I’m livid with this experience and will report this as a theft to police. I screen shot everything which I suggest you do because they take away your access to the messages. Also they were an hour late.Show lessNine Inch Nels
Paid Reviews on App Store - check Yelp
I scheduled my move a month in advance and “helpers” kept getting assigned to my move and then dropping. 3 days before my move there still wasn’t a helper assigned so I called customer service (which is based outside of the US). I asked the customer service woman if a mover would be assigned before my scheduled move and she just kept repeating herself “yes, no worries someone will be assigned before the scheduled time. Don’t worry”. After she said that multiple times, I asked her if it was a guarantee and she switched up and said “oh unfortunately it’s not a guarantee. But if that happens you can call us that day for a refund.” So - there was a reason to worry and a refund wasn’t going to help me move in time. My move out day comes, and still no one was assigned. I ended up having to come out of pocket and rent a moving truck and pay random people I found online to help me move. It wasn’t until the end of the day on my scheduled move that a customer service agent called me to tell me “unfortunately we weren’t able to find anyone to move you today” ….obviously. I looked up Dolly on Yelp and they have multiple accounts on Yelp for different cities - all under 2-star reviews. Thank god I found a last minute alternative solution or I would of been charged by my leasing company for staying past my move out date. If I haven’t made it clear - I DO NOT recommend this company.Show lessLexyP1027
Poor App Design Poor Customer Service
I used the app today to schedule a delivery of a refrigerator. The order seemed to go through. However, I came to find out that it was canceled. However, the app did not tell me it was canceled. So I waited all day until I decided to call customer service. When I called customer service, they told me that there was a fraud alert on my account. Therefore the order was canceled, but as I stated earlier, that cancellation was not noted in the app. when I asked to clear up the fraud situation, they said they could open a ticket and that the team responsible for clearing that up would be in contact with me. When I asked if that would be done today, they could not tell me or confirm that my order would be fulfilled in time. So I tried to cancel the order via the app and oddly enough, the app told me that it was in a “incorrect state”. I suspect that means that the system was flagging it is canceled, but the app wasn’t showing it as such. Overall, this was a bad user interface experience and an even worse customer service experience. I wasted four hours waiting on my order to be fulfilled. I used Lugg instead and got a response within minutes. It was my first time using Lugg also.Show lessHRERR
SCAMMERS PLEASE DONT USE!!!
I have used this service 4 times without issue, 3 times for moves and once for a clinch delivery. The last time I used the app the worker showed up late, didn’t move anything said he had to step out to make a call and left. The second worker I booked never showed. If you have issues during the service you cannot get anyone on their support line, you can only leave messages. You have to email. I emailed the company and was told the service and charges would be cancelled. When the charges posted to my account, I contacted the company again and was told it was cancelled on their end and I would need to contact my bank if it’s showing a card. They then sent in fraudulent information to make bank saying the service was complete and that I never contacted customer service. They only sent part of the text conversation I had with the helper and cut off the part where I told him I was cancelling the service. When I went back to the app the whole thread was deleted. Like I said, I used them in the past without issue but the one time I had an issue they resorted to bad business practices and fraud. I would avoid using this app ever again.Show lessAtl GG
Be Flexible
I’ve been using Dolly since 2018 in Philly. It’s super easy and convenient when it works but can really fall apart sometimes.
It’s great for 1) short distance moves within the dense parts of a city - like picking up furniture from Craigslist or Facebook Marketplace, 2) moves within your house - like taking the AC units up and down from the basement when the seasons change.
It’s less than ideal for longer distance moves from the suburbs into the city and/or when your move has to happen at a specific time. Also, don’t rely on Dolly for the weekends as they cannot guarantee they will have helpers available,
I think they need to work through some issues with customer support, as well as transparency around booking statuses. On a Wednesday, I booked a move for the following Sunday. On Sunday, I waited for 3 hours and called every hour to find out if there were helpers available. The customer support was based in India and continued to tell me a Helper Team was searching. There was no data on how many helpers (if any) were working. Eventually, I had to postpone the move to Monday and since the starting point was in the suburbs, they couldn’t get me a Helper at 8:30 am as I requested. I waited until 2pm before the Helper came. Really wasted my whole day.
Not giving up on Dolly, but will be smarter about the types of jobs they can handle well.Show lessLindsayT930
Store Delivery Savior!
I happen to live near the Crate & Barrel + CB2 Outlet, and I do a lot of shopping there! I’m always on the hunt for a great bargain, but because I don’t have a truck, I’ve walked away from some great deals because I couldn’t figure out how to get the item home. Enter Dolly = Problem SOLVED!! Their “store delivery” fee (plus the extra insurance) for a large (& very heavy) floor mirror I purchased was well worth the peace of mind I gained knowing that it would arrive safely — PLUS, I didn’t have to get into an argument with my husband about whether or not it would fit in the car, or whether not it would damage our car during by the trip, or who was going to help him carry it into the condo because I’m not as strong as he is… etc. It was money well spent and totally worth it. The main helper, Pablo, contacted me via message as soon as I put the Dolly up on the app, and we were able to communicate throughout the whole process. He and his helper showed up on time, and they already had the item on a furniture dolly when I came to the door. They were both courteous, friendly, and respectful of my home. They carried the mirror off the wheeled dolly and placed it in the exact location I indicated; it couldn’t have gone smoother. No stress or arguing with my DH either!! Yay!!Show lessSlonnett
Poor Communication
The Dolly driver and his assistant was set to arrive between 2-2:30pm. On the app it states "in progress". I called the driver at 3 o'clock and asked where he was and I got a lame excuse about the weather, and if you call drizzling rain "weather" then you are living in the wrong state. I almost wondered if I had woken him up. I asked him where he was and he just said that he would be there in 20 minutes, but that he had to drop off other things. Where is the courtesy? Where is the communication? There are four people waiting, quite a lot of money has been spent, and the driver is just lackadaisical, making excuses, and extremely unprofessional. This is my first and my last time using this company, and Facebook should not be advertising it with the low ratings that many of the drivers have. What a shame, this could be a really cool company, they could be very competitive, but it seems they don't give a darn! 3:40pm and still they havent even picked up the item!Show lessHelen60L
Terrible. Save yourself and get a local company
During a stressful move, I thought I was doing myself a favor by using this convenient service that was offered through Updater. Wrong.
My movers were FIVE. HOURS. LATE. They confirmed the arrival for 11-11:30am, and at 1pm after hearing nothing, I started texting my mover through the app. No response. So then I tried calling, and he acts like he has no idea who I am or what I’m talking about. He asks to call me back, and when he does, he tells me he’ll be there in an hour and a half. WHAT?! Also he blamed “another person with my name” who called and said the move was cancelled. I highly doubt it.
The only positive thing I can say is that they got all my stuff into one cube at the UPack storage (hence 2 stars). Because I couldn’t start deep cleaning my apartment until all my stuff was out, I ended up leaving my apartment at 2am and having to get a hotel to stay the night instead of starting the 12 hour drive I planned to make earlier that day. I missed a work event because I was a day behind. I can’t tell you how much I regret using this service. Save yourself, and Yelp a good local company.Show lessaelders
