Leave a Review Dolly
Never Count On Dolly
By a mile the worst experience I’ve ever had with any company for anything. After 48 hours had to go on Twitter to get a response from support to confirm “helpers” for a 2 bedroom apartment move. The initial assigned helper canceled at 10pm the night before the move. The second assigned helpers cancelled in the morning at the time they were scheduled to arrive. The third helpers were told by Dolly support that it was a much smaller move and only had 2.5 hours before their next scheduled Dolly. The helpers were able to move maybe 25% of my apartment and then had to leave. Dolly initially gave a full refund when they could not find anyone to finish the move. However, then recharged the full amount an hour later. After hours on the phone they promised to refund half of what I paid for them to put me in a terrible position in an apartment full of furniture desperately trying to find anyone else to assist with completing the move. Still haven’t received the 50% refund. Funny how easy it was to recharge and reverse and recharge before. DO NOT COUNT ON THEM TO SHOW UP OR COMPLETE THE WORK. Easily, the worst of the worst of the gig economy app grifters. Just ask your helper if they show up.Show lessthe free trial is a scam
DO NOT USE OR USE AT YOUR OWN RISK
What they don’t tell you is that when you schedule a move it’s not a concrete time and more of guesstimation window (think the cable company). I scheduled a move for three hours and never received a call nor text to say that they were on their way or delayed. I called customer service fivr times and despite my being polite and professional, two of those times I was hung up on in the middle of the call. The last representative that I spoke to rescheduled the move for later that day and informed me that if I didn’t hear from the movers at the time of the move that I was to call. So I called since I hadn’t heard from the movers and was on indefinite hold only to be told by a recording to leave a message and someone will get back to me. I sent a text to customer support letting them know that I never received any notification and that I wanted a refund. About thirty minutes or so later I received a text stating that the service was canceled and a refund was being issued. I’ll be checking my bank account to see if they follow through. If not I’ll be taking legal action. Worst customer service and company to deal with ever. Look for a more legitimate company.Show lessWritelySo365
Awful experience
To be clear, I did not have an awful experience with the workers. I had an awful experience with the management of my appointment. The workers were dispatched several days early and again one day early. I asked for a refund but heard nothing in response. I got a notice that I needed to pay the workers after the first attempt and couldn’t move any further into the Dolly app so I could contact support until after I paid the bill. I did so thinking that certainly this would get straightened out. I asked for a refund twice. Instead I received a call this morning, finally on the correct day, that my workers were trying to contact me. I explained that there had been a great deal of confusion and no communication and I needed to cancel. In response I was told that the cancellation policy was to require payment of half the cost. I was tired of dealing with all of this, in the middle of moving out due to a divorce, so I agreed thinking at least I’d get half of my money back. Now I see that not only was I charged half of the original price, I was ALSO charged for the full rate I’d already paid when I received zero help. I was so hoping to get the help I needed and was excited about this service, but it looks like the business requires further development.Show lessMCM_Power_House
Atrocious
I had to move a single item from point A to point B so I hired two guys with a truck through this service. First of all, they arrive 1.5 hours late to the pickup spot out of their 2 hr delivery window. Not only that but one of the guys doesn’t even show up so that’s money totally gone down the drain. They then transport the item to my apartment building and in the process of unlocking the complexes security system for the residents they just leave my stuff in the parking lot and go? Like hello the reason why I even hired movers was because I was incapable of moving this item myself. The movers gave me such lip over the fact that my housing complex had so much security and seriously just dumped the item. I would’ve appreciated if they had neatly placed them even but no, it look like just chucked the item. I am so disappointed at this service as well as the damage I have on my furniture item now. Honestly save yourself the stress and money by using a different company. Ruined my whole week.Show lessFizaisrad
SellingDreamDeliveringNightmare
Their app is deceptive - offering illusion that your order will be fulfilled based on criteria provided. Not true I’m my case.
I was very honest with my needs and submitted photos. I need a large outdoor sectional with chair / ottoman picked up from one house and delivered to another. Selected panel van instead of pick up truck due to size of furniture.
Received text that they could find movers with a van and could they use a pick up truck. Had to convince them that multiple trips would be required so this wasn’t feasible. They understood. Suggested I broaden my time window - which I did twice. They told me several times not to worry, they would get good movers for me. Never at any point did they say they could fulfill my request.
Lots of radio silence — even after I told them I was going to lose $500 deposit if I couldn’t pick it up on time (since the people I bought the furniture from sold their house and were moving).
Reached out to CEO on Twitter, VP of Ops on LinkedIn and the company via Twitter and Facebook messenger. Completely unresponsive.
Received text message this morning from their support line indicating they have been trying to call me without a response. Interesting that I don’t have any missed calls or voice mails.
Bottom Line:
Complete waste of time and energy
Deceptive illusion of service.
Lack of timely response.
No resolution.
Dishonesty.
I hope this helps.Show lessDigitalExpLeader
Last Resort
I purchased a nice entertainment center from someone and didn’t have means to transport or lift myself. I called other companies but price was double. Someone recommended Dolly and it was half the price at $247. I scheduled pick up for Friday with a Cargo Van and no one picked up the job. After calling 2x and being told they would call back, I never heard a word. Rescheduled for Monday and the job was picked up. Driver and worker were very nice, however my entertainment center was broke in 2 different pieces. 1 area was told to me, the other was not. I saw the piece in person so I know it wasn’t there. Shortly after I called the Dolly contact number and reported the damage and was told they will file a claim and call me back the next day. I have yet to hear anything and now I’m left with a damaged entertainment center and no communication from the Dolly Contact Center. Hoping they will make this right as I can’t replace what I purchased. May give them a chance again I’m the future if they follow through to fix the damage. If not, don’t think I will be using them again. Communication is important.Show lessAnne32812
No movers guaranteed
I had had success other times using dolly but I had booked them to move me a few weeks out from my move. The day before the move I was waiting waiting for helpers to be assigned. Around 24 hours I reached out to customer service and inquired if there is risk of not getting helpers assigned. They said if I switched to a smaller truck they would find me helpers. Closer to 12 hours still no helpers assigned so I sent another message asking if someone could call me since dolly does not offer a phone number to contact customer service. It’s either a text or email. I got no response and so I message again. No response. Day of my move I still had no helpers and no response. I had to bribe friends to help me out of my apartment so I wasn’t completely screwed. Will never use dolly again. It’s a complete risk that you’ll even get movers and their customer service is abysmal. For something as important as a move, book through a local, reliable service it’s not with getting screwed by dolly like I did.Show lessknecht3
Horribly inaccurate estimates to the point of dishonesty
I was looking at patio sets on Facebook marketplace but did not have the time or ability to go pick one up. I noticed the option of getting it delivered (through Dolly) and utilized the estimate calculator. The calculator told me it would cost between $65-75 to have the set delivered by two helpers. This was doable for me so I went ahead and bought a set. When I went to schedule my delivery just minutes later, I found that the cost was actually going to be a minimum of $126. It ended up being $157 to have them pick up and deliver the set at a time when both the seller and I were available (and this was true no matter which day of the week I selected). Had I known this, I would not have moved forward but at this point I was committed. The two guys who delivered my patio set were great and very friendly, but if my experience with the estimate calculator is typical, the company itself is pretty shady. I do not recommend using them.Show lessMulanFTW
It did the job
I needed help moving a big piece of furniture that I had purchased. Dolly was great because I was able to book a driver 30 minutes before I needed it, which was a life saver. I wouldn’t say the service was amazing because my helper wasn’t the best. I guess I was expecting someone who could help me carry big boxes but he was old and struggled to help me (I am a small girl, 5’2 and 108 pounds and I’m really really not strong, and we were doing the same amount of work, I would even say that I was doing more than he was...) I believe my expectations made sense because the app told me that I would get a pick up truck and “muscle,” indicating that the helpers would be strong (?). But I’m still giving 4 stars because it did the job when I desperately needed it, and it was easy to book 30 mins prior. But watch out because your helpers may not be greatShow lessgabbyrec
The third chance is always the worst or the worst.
I honestly feel like I’m partially to blame for the fact I use the service for third time after my first time they left a couch outside of the building that wasn’t mine and it was stolen and the second time they were there hours later. This time he called asking if it was cool if he was late and super sorry.
I’m totally reasonable because I couldn’t ask him throughout the day except for the app I asked him earlier if he could bring a couple more boxes but none of them were large they were medium or small with two large boxes he gets here and he decides that he’s only taking seven of his choosing one of the bags he took was a garbage bag not a box and I had it all sitting out for him then he has the next destination and instead of following my directions so he can be buzzed in he left it in the hallway that literally anybody can get to it and seal and I can’t go over there for another two hours so this is literally the worst possible business that exists please do not use itShow lessjakobthepanda
