ComplaintsforPICKUP

• Initial Complaint

  12/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a dresser at *********************** they recommended Pick up ********************.I reached out booked same day delivery with a window of 6pm to 10 pm. At approximately 7:30 received a text that I might have to reschedule this delivery!Called the company and was told they could not guarantee delivery for the remaining window nor could they guarantee delivery for tomorrow. I was told only one delivery man! I asked for my refund to be processed and I was told it may take 10 days!This sounds like a total nightmare, please refund my payment as we work hard for money and your company is not clearly. I am very sceptical of this company. Refund my money ****** immediately.

  Business response

  12/19/2023

  Hello,

  We are so sorry that we were not able to service your delivery in your chosen window. On December 15, we canceled your order as requested.

  We advised depending on your financial ************ may take 3-7 business days to receive your refund. We have confirmed your payment was canceled and released by PICKUP on December 15.

  If you have questions regarding processing we would advise reaching out to your financial institution. 

  Thank you!

• Initial Complaint

  09/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  09/04/23 We purchased a couch from Big Lots of *********** **.Part of the deal was a delivery to our home for a cost of $99.00.The company (PickUp) cancelled the delivery and we were told to contact PickUp directly to resolve the issue.They then required us to pay $248.00 for delivery, or essentially our sofa is sitting in another state with no delivery.They should honor the deal they made with us and Big Lots.

  Business response

  09/09/2023

  Hello *******,

  Thank you for bringing this to our attention. We have reviewed your order and would like to provide our findings. It appears our drivers went to Big Lots on 9/8 to pick up your items, but they were advised there was a payment issue with your order and that the store had to cancel your order. As the order with our partner (Big Lots) was cancelled and returned, including the delivery fee, the service was cancelled. We will be happy to assist in completing a delivery for you, but you will need to either place a new order with Big Lots for your items and delivery on biglots.com or you may purchase the items again at a store level and pay us directly for the delivery services being requested. 

  We do understand the frustration this has caused and we hope you choose us to service your delivery.

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive spoken to both Pickup and Big Lots by phone, email and chat and they still have not refunded me for order ORD3413599264 which was never delivered to me. My items were supposed to be here on Thursday June 1st between 6pm and 9pm (same day). Pickup claims to have never picked up the order from the store even though their tracking states otherwise, while Big Lots claims I have to wait for their delivery partner to return the items to the store for my refund to my gift card. First of all these items were necessities and I am just the customer. I shouldnt be getting thrown around in this situation. None of this is my fault. Pickup did not follow their own terms and conditions and did not attempt delivery. This needs to be resolved sensibly so I can move on with my life. This company is doing horrible business.

  Business response

  06/08/2023

  Thank you for reaching out to us. Upon investigating the active missing items claim on this order, we found that our driver accidentally marked the order as picked up when we actually did not have the items. What actually happened was that when our driver arrived at the store to pick up your items, an associate by the name of "******" advised the order was not available to be picked up. Our team never had possession of the items in question. If ****** provided the items were not available, that would indicate that either she couldn't find the order around the pick up area or that the store released the items to someone other than our company. As our company did not take possession of the items, you will need to work directly with the store in regards to a resolution on this order. We hope this information helps.

  Customer response

  06/08/2023

  I am rejecting this response because:   Pickup most definitely had partial responsibility in this issue and trying to shift blame is not going to work for me. As a business you cannot be lazy.

  Business response

  06/19/2023

  We are very sorry about the experience you had with this order. We have provided you with the information we gathered during our investigation. Since the driver was advised by the store associate ******** that the order was unavailable for pick up our driver never took possession of the items. To resolve this matter you will need to contact the retail location. 

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  PickupNOW took my money. scheduled pickup / delivery failed to communicte.failed to reapond to communication attemps.failed to pick up as scheduled failed to resolve.CX reps non- reaponsive.they take money - they make impossible to get update or refund.

  Business response

  06/15/2023

  Hello! Thank you for bringing this to our attention. 

  We have reviewed your order and found it was scheduled for 5/24 from 6PM-10PM. We found you communicated with our team via chats throughout the day and at 7:36PM, our team notified you that despite our best efforts, we unfortunately could not secure coverage to complete this delivery that night. As shown in our terms of service found here: ****************************************************? under "Estimate Limitations," it states "PICKUP provides non-binding estimates of pricing and delivery times for Delivery Pros. ************** for Delivery Pros including pre-scheduled times are also non-binding estimates and may vary." As soon as you were provided we could not facilitate the delivery, you chose to cancel your delivery and obtain a refund. The funds that were removed from your account when you placed your order was just an authorization hold as we do not officially charge until the service has been complete. As you cancelled, we immediately released the hold and your bank should have refunded you within the next 10 business days. We understand the frustration that comes with delays or reschedules and we are sorry that we were unable to meet your delivery expectations. We do hope that you provide us an opportunity in the future to service a delivery for you and exceed expectations. 

• Initial Complaint

  05/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Delivery. So I ordered this couch on Thursday and paid for delivery which was scheduled to be on this past Saturday between 8am-8pm. Was supposed to get a call on Friday to schedule a time for delivery, that never happened. I went ahead and planned to be home that whole day through the time period, since I had no idea when they would come or if they will even contact. So reached out to customer service at about 2pm that day, and was transferred to the delivery company which then said it would be deliverd tomorrow (Sunday the 21st) between ****pm. Another day where I just waited the time frame just in case they came, and just like the previous day there was no delivery and at this point that is crazy. You would think that when a person spends nearly $1000 on a couch. that the customer service would be great and that was not the case. This is probably the WORST CUSTOMER SERVICE that I have ever recieved when ordering furniture. It was almost like they didn't want to deliver and could care less about the customers time and lacking what they are supposed to be doing for their job. Now it's Monday, 5 days after ordering and no delivery nor update. It's crazy that when you pay the $100 for delivery online, and NOTHING has happened. I will make sure to never recommend Big Lots to anyone and will make sure that my story will be shared on all social media platforms, yelp, and whatever else I can find to leave customer feedback for.

  Business response

  05/26/2023

  Hello *******,

  We have reviewed your order and we understand that the chain of events that occurred were a major inconvenience for you. We want to thank you for being so patient while our team tried to secure coverage to complete this order. Despite our best efforts, we were unable to secure coverage for your delivery before it ultimately got cancelled. This is not the experience our company strives for and we apologize that this is the experience we provided. We do hope that you provide us an opportunity in the future to provide a better experience.

  Thank you!

• Initial Complaint

  05/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I placed an order for a microwave from biglots on 04/25 for same day delivery. However it was not delivered on the 25th and I was informed it had been delivered on the 26th. I did not receive the item and was home to retrieve it. I spoke with biglots who informed me they escalated the issue to their delivery partner pickup. I spoke with pickup who informed me they were investigating this issue and allow 5-7 days. 2 days later they informed me that they would not be refunding my card because it was delivered and attached a photo of a microwave sitting outside. I was home so I do not know why you would leave an item outside rather than knocking on the door. However when I went to retrieve the item it was not there. I am not responsible for an item being stolen that you left outside. Therefore it was not delivered to me. I want my money refunded or my item delivered to me.

  Business response

  05/12/2023

  Hello,

  Thank you for reaching out to us about this. 

  After reviewing this order further, we can confirm the items were successfully delivered to the address you provided to ** (we will attach photos). As this was a contactless delivery, our drivers leave the item on your front porch and you automatically receive a text message advising that we have completed the delivery when your item arrives. If your item went missing from your front porch, this would not be a delivery issue. This would be an issue of stolen property that would need to be reported to your local law enforcement. We appreciate your understanding!

  Customer response

  05/14/2023

  I am rejecting this response because:   I am done with it.this is a horrible company and you should not be in business. I dont care how long it takes but you will not get away with stealing my money. Your driver could of stole my property after taking a picture. I dont know but I definitely dont accept your answer therefore I will handle this a different way.

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I set up an order for pickup and delivery of a sectional and 2 chairs from 2 stores right next door to eachother. I called several times to verify the status of my request and to ensure there were no issues. The morning of the delivery I sent pictures of the products and the pick up slips. My delivery was rescheduled for later in the day which I didn't have a problem with but then a few hours later I got a message stating that my delivery was canceled with no details. I called customer service and they stated that the driver said the chairs were large so they didn't pick it up. There was no option for large or small chairs on the website. No one attempted to call ** to resolve the issue they just canceled **. We had to scramble to rent a uhaul and move it ourselves because they couldn't reschedule ** until the nest day and the store wouldn't hold our merchandise until the next day. This is a terrible way to do bussiness.

  Business response

  05/03/2023

  Thank you for bringing this to our attention!

  After reviewing this order further, we found that our team was not notified this order was coming from multiple locations until our drivers were assigned. We received one chat from you before the delivery to advise the order was under a different name and then the customer ended the chat and the only call we received was after the delivery had been cancelled. As soon as team was notified this order was inaccurate, our dispatchers cancelled the order and notified our customer service team of the need to get this recreated as to ensure your items were accounted for correctly. I did find that you called about 20 minutes after it had been cancelled and I do apologize our team was not able to call you sooner to fix your order and discuss this further. We understand the cancellation without an explanation may have caused frustrations and we are sorry this was your experience. 

  If you ever have any questions or need assistance placing an order, we do have chat agents available to point you in the right direction Monday-Saturday 9AM-9PM CST. We do hope to service you in the future and that we can provide a better experience.

  Customer response

  05/04/2023

  I am rejecting this response because:   We put in the notes for the delivery that the items needed to be picked up at 2 adjacent stores so it shouldn't have been a surprise. Additionally, we sent pictures of all the items to the delivery person and let them know that the items were at 2 stores next door to eachother when they reached out to confirm the delivery on the morning the delivery was supposed to occur. Futhermore, when an issue arose they should have called us to attempt to resolve it rather than just canceling.  This caused significant inconvenience for us as the vendor would not hold products until the delivery service could reschedule. This was not an honest mistake as described by the respondent, it was outright negligence on the part of the bussiness and I want to make sure they change the way they do bussiness so this doesn't happen to other customers.

  Business response

  05/25/2023

  Unfortunately, there was not a note on the order advising this was coming from multiple locations. As soon as our drivers made us aware of the discrepancy, our dispatchers cancelled the order as we could not move forward or modify the existing order to accurately reflect the correct order information. It was found that the dispatchers notified our customer service team of the need to reach out to you to get this order recreated. However, we found that you called about 20 minutes after it had been cancelled which was before our team could reach out to you. I do apologize our team was not able to call you sooner to fix your order and discuss this further. This issue has been addressed with our team and we are aware you should have been contacted sooner. We understand the cancellation without an explanation may have caused frustrations and we are sorry this was your delivery experience.

• Initial Complaint

  04/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order with Big Lots and scheduled for same-day delivery. The delivery was scheduled for a window of 8am to 8pm on Friday, April 7th. At approximately 3 PM I received a phone call stating that the delivery needed to be delayed due to the holiday. I was disappointed but understood so scheduled for April 10th. They once again did not deliver, and did not contact ** to reschedule until I called them at 9:30 PM (they said they would try to accommodate a later delivery). The delivery was scheduled for a window of 10:00 - 6:30 on the 11th (they say 6:00 but they agreed to 6:30 because of mine and my partner's work schedules). My partner received a text on the 11th stating they needed to reschedule again, for the 17th. This is unacceptable as this company advertises themselves as having "best in class service" when it has been nothing short of frustration. Although it has only been a few days, I canceled the order because of other complaints and reviews I have seen. I strongly recommend that Big Lots reconsider their contract with this company.

  Business response

  04/13/2023

  We had the customer originally schedule for Friday, 04/07 with an 8am - 8pm delivery window but unfortunately we did not have available drivers due to the holiday. We spoke to the customer and rescheduled for Monday, 04/10. On Monday, 04/10 we experienced an unanticipated driver shortage so the customer was rescheduled to Tuesday, 04/11. In an effort to set correct expectations and not reschedule the customer day after day the field team reviewed driver availability for the area and determined we would not have a secured team until 04/17. Understandably, the customer needed their items sooner and canceled the delivery. 

  We sincerely apologize we did not meet the customer's expectations. We will continue to work to improve the experience for customers and hope ****************** will give ** another chance in the future. 

  Customer response

  04/13/2023

  I am rejecting this response because:   I feel like this is an ongoing issue based on other reviews and comments. It does not change the situation. Plus they could not even bother to make sure they spelled my name correctly.

• Initial Complaint

  04/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a couch from BigLots and paid $100 for same day delivery of one item, 3 miles away miles. *** couch was ordered 6:20pm on Tuesday the 4th with a promised delivery by Thursday the 6th with a ridiculous window of 9am-9pm (the stores hours) I took the whole day off work, missed out on my wages for the day and waited and waited and waited. ***n I called BigLots who told me to call PickUp who just kept saying the order was assigned and never clarified that the order would not come as promised until I chatted with support who very rudely said its clearly not coming today then he disconnected the chat and I got a text that the delivery was scheduled for 10 am-2 pm now on Saturday the 8th. Day of I received no updates until I called when I got a text that the order would be delayed again. Every time I called the recording says they are exceptionally busy and I had to wait over 10 minutes. ***y didnt have any answers and would offer no refunds wanting to **** off all the responsibilities onto BigLots. Finally a man called to say he was bringing the couch and when he arrived the couch was strapped onto the top of a red jeep and a man and woman who had absolutely no tools and no idea what they were doing showed up to deliver the sofa but wanted to give up when it wasnt immediately easy, I had to take the door off and I had to get a neighbor to help me bring the couch in, then they said we could put the legs on the couch ourselves and left after taking a picture of the couch we brought inside ourselves. Worst delivery experience of my life. Im still in awe at the lack of professionalism.

  Business response

  04/12/2023

  Hello *****.

  We are very sorry to hear about your delivery experience. Our team has had the chance to review your order further and we understand there may be some misunderstandings that we would be happy to clarify and expand on.

  When it comes to the delivery fee you paid our partner, we would like to advise the $99 is a flat-rate fee based on the size of the items and not necessarily for the day. On biglots.com, they do explain that all of their delivery fees are based on the size of the item. Same Day delivery is available as a request as it is available in some areas, but they do not charge a higher price for this request as all of our delivery windows are estimates and subject to change for a number of reasons (weather, traffic, market capacity, driver coverage, etc). We understand if that was not clear and we will be happy to pass that feedback on to our partner. 

  Our team found that unfortunately your order did need to be rescheduled from 4/6 to 4/8 and that was absolutely an inconvenience to you. Because of this inconvenience, our team refunded you $25 via digital Mastercard sent to your email.

  When an order gets placed, we do expect the customers to measure their entryways to ensure the item we deliver will safely fit on the day of delivery as to avoid any damage or frustrations. We found upon arriving that the measurements on the doorway may not have been taken and our team found that it would be a very tight fit trying to fit the item through the front or the back door. Both the front and back doors were removed to try and make room for the item to enter, but our drivers did not feel it was safe to move forward. When there is a high probability that moving forward with bringing the item inside will result in item or property damage, our team is instructed not to move forward. Upon making this decision, the customer and her neighbor pushed the couch through the front door while our drivers put one of the doors back on the hinges. We are sorry if this was unpleasant, but our team was making a judgement call as to not damage your valuable new purchase or your home. 

  We truly appreciate your patience with us and we are sorry that we did not meet your expectations. As stated prior, you have been issued a $25 refund for the inconvenience of having to reschedule.

  Customer response

  04/12/2023

  Update, The PickUp company called me acknowledging I did not get the delivery on 4/6 as promised and ******* had reached out to them. They said again they couldnt refund the delivery fee because I paid ******* and said I had to call BigLots for the refund and all they can do is give me an inconvenience credit for having to move the couch in myself with my 65 yr old neighbor two days after it was promised. I called BigLots again today and they said they couldnt refund me the $99 delivery fee that PickUp was supposed to refund me and I told them they said they couldnt and BigLots said it was on them. Im so frustrated I just keep getting the run around from both companies. Both companies are telling me I am due a refund because the couch delivery did not come on 4/6 from 9am-9pm as promised but both companies are lying to me and telling me they cant issue the refund and saying that I need to call the other company back. Im feel like neither business wants to take accountability for the worst delivery experience I have ever had.

  Customer response

  04/12/2023

  I am rejecting this response because:   Both companies have told me I deserve a refund for the awful experience that I had. Regardless of what this company is saying about the weight of the couch (that me with a carpal tunnel brace and my 65 yr old neighbor were able to carry) it had nothing to do with that and the couch easily fit inside the front door but these people werent delivery people, they had no tools and no skills to accomplish the job. We didnt shove the couch, we set it on its base and then lifted it at an angle into the living room. It was easy they were just lazy, but thats just half my frustration, I am not perseverating on the fact that BigLots calls it same day delivery clearly I ordered it in the 4th and the delivery was scheduled for the 6th. I am upset that was told that my couch would be delivered on Thursday 4/6 between 9am-9pm and even with such a large delivery window that I took an entire day off work for, they failed to deliver the couch and inconvenienced me with their lack of communication because they didnt have it scheduled to be delivered like they claimed, they were hoping one of their Grubhub style pick up workers would accept my delivery and no one ever did. This company clearly doesnt care that they waisted my entire day and then gave me a horrible delivery experience by waisting my weekend too making me bring in a sofa I paid someone else to do.

  Business response

  04/14/2023

  Hello *****,

  I do apologize if our resolution did not meet your expectations. We have provided you a $25 refund for having to be rescheduled and taking time from your day. Upon reviewing communication between you and our company, I would like to provide our company has not advised that you are due a full refund. You have been notified that the $25 reimbursement is what could be and has been provided. If you are looking for further reimbursement than what we are able to provide, we have advised that you can reach out to Big Lots, but they are another company and that *** not be able to offer anything additional. 

  We do thank you for your patience and again, we apologize for any frustrations.

• Initial Complaint

  03/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 2/6/2023, I purchased 3 items from Big Lots; online, for same-day delivery from Pickup Now (third party).It cost me $14.97; for products; a $10 delivery charge, & $2.18 in taxes = $27.15.After complaining w/ Big Lots/Pickup Now, I was emailed a virtual Mastercard in the amount of $27.15 BUT couldn't use it anywhere. (The manager of the Big Lots in *******, ** even told me that; which made no sense.) When I repeatedly complained to BOTH businesses, I was denied a valid refund; which is all I'm asking for.The order # for these 3 products (Starplast Stacking Bins, 3-pack).

  Business response

  03/16/2023

  Hello,
  
  Thank you for bringing this to our attention. We have investigated the matter and have resolved the issue with the customer. Please read below for our findings and resolution:
  
  Issue: On 2/6/2023, I purchased 3 items from Big Lots; online, for same-day delivery from Pickup Now (third party). It cost me $14.97; for products; a $10 delivery charge, & $2.18 in taxes = $27.15. After complaining w/ Big Lots/Pickup Now, I was emailed a virtual Mastercard in the amount of $27.15 BUT couldn't use it anywhere. (The manager of the Big Lots in *******, ** even told me that; which made no sense.) When I repeatedly complained to BOTH businesses, I was denied a valid refund; which is all I'm asking for. The order # for these 3 products (Starplast Stacking Bins, 3-pack).
  
  Resolution: This Big Lots small item order was handled through our partner carrier Postmates on 02/06/2023. We were informed by ***************************** that she did not receive her items, and we opened a Missing Items claim for her. As we have to process the claim through Postmates, it can take up to 7 days for the claim to be approved.
  
  Once the claim was approved by Postmates, we refunded the customer for the items and the delivery fee, via a Prepaid Mastercard sent to their email on 2/7 8:07 AM CST. As we are a third party service from Big Lots, we are unable to refund the customer's card directly.
  
  As for the issue of the card not working I have called the customer to assist with explain the card can be used for online shopping anywhere MasterCard is accepted. This has been emailed to her along with the support email for the card.
  
  At this time, there's no indication that the merchandise was stolen - merely that the delivery failed. There are benign reasons that this can occur, but still merit a refund. We sincerely apologize for the inconvenience!
  
  Please let us know if you have any questions or receive any further correspondence from the customer.
  
  Thank you and have a great day!

  Customer response

  03/16/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  What I'm asking for is not difficult; an alternate valid refund. I think it's ridiculous that they can't comply.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩