ComplaintsforDolly, Inc

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I ordered a Dolly to move items from my grandparents home to my apartment, following their passing. Dolly was told it was maybe a 1-2 bedroom apartment with couches and furniture. I was assured theyd be as many runs as needed. That was false. They sent a contractor with a cargo fan that wouldnt fit anything. He was only allowed one run. Dolly collected my deposit. The contractor didnt provide the service, as we were both misled.

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Organized an apartment move through Dolly & paid for maximum $10,000 damage coverage as I have had poor moving experiences in the past. Dollys movers caused irreparable damage to 3 items (permanent blue marks on a white couch, large scratch on wooden bed frame, broken floor mirror). I submitted the claim for reimbursement for this items (purchased this year, still in store). As stated in their damage policy for Damage Protection and insurance purposes, the value of any given item is considered to be the lesser of (a) the price at which it was most recently purchased (last 12 months), or (b) the cost of replacementBoth the price purchased in the past 12 months of these items & the cost of replacement are >$5,000, yet Dolly states they would only reimburse $300 in cosmetic damages - despite asking multiple times for an explanation of why they are not following their own policy, they will not give one nor reimburse the replacement value of items.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I ordered custom closets from the container store. The delivery was so large it had to be delivered freight and they set me up with their delivery partners, Dolly, since the freight won't bring the items inside. I live on the 15th floor and this delivery was too large for me to move myself. I called dolly, told them my delivery window 8-12 and they said I should book for 830 dolly team arrival which I did. I booked for 3 hours 0830-1130. Turns out they should have told me to book for noon, according to the container store Dolly should have known this as the preferred container store delivery partner. My Dolly team arrived at 0830 I let them know that the delivery hadn't arrived yet. At 1030 , an hour before the end of the time I paid for, they called me and said that the dolly would have to be canceled since my delivery had not arrived and that there was no option to reschedule. I was told I'd be charged 100% and when I asked to speak with a manager they told me that option was not available. They charged me 100%, left before the end of my booking time, and my delivery arrived at 1045 which means had they stayed for the whole time I paid for they would have been able to provide the services I paid for. I believe they were trying to scam me into needing to book and pay for 6 hours instead of 3 by knowingly and intentionally having me book too early in my delivery window.

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I requested Dolly on 7/15 in order to move a couch from one apartment to another on 7/16. I informed Dolly that I would need two workers to lift a heavy sofa bed up and down several steps. The workers arrived on 7/16 and could not lift the sofa. They dragged it out of the apartment and in the process they broke a shelf and several items on the shelf and caused damage to the wall. Once they got the sofa to the new apartment it was clear they couldn't lift it up the stairs. I asked several times whether they could do it and explained that there would be stairs and they assured me they could. They had to return the sofa back to the original apartment and damaged it dragging it up the stairs. I filed a complaint and request from damages from the company with no immediate response. I also requested a refund. The workers were not experienced with moving and showed up clearly unprepared for the job (wearing loafers, jeans and dress shirts).

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I hired Dolly to move me out of my 1 BR apartment into a different apartment. I paid $407 for the move. When trying to move my couch up the building's freight elevator, one of the mover's dropped the couch on the elevator rail and broke the handrail. We reached out to Dolly's support for reimbursement and they are saying that the Damage Protection Program only applies to the goods being transported and not the floors, walls, ceilings etc... So the mover dropped my couch, clearly couldn't handle the job and now I am the responsible party for this?

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Dolly and confirmed and guaranteed movers to come move my house at 9am on June 28th. The service was booked June 12th after extensive mover research. No one showed up the morning of the move. Dolly called and said they would have someone else out there by 11:30am, no one showed up and no call from Dolly. Getting ahold of customer service was not made easy with no easy access to a phone number or email. By 12 with no movers coming I was forced to call another local mover to come last minute and ended up paying twice as much for the last minute booking. Not to mention the emotional stress inflicted and time wasted on an already stressful day such as moving.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Beware of this company. False and misleading protection on your property if they cause the damage. Poor communication as well. On May 13, 2024, Dolly delivered flooring to my house. The delivery driver hit my mailbox and damaged it. Total cost to repair will be $434.93. I submitted a claim per their process for damages, but they have stopped communicating, and have instead demanded I claim this with my homeowner's insurance. They have refused to repair something that they caused damage to, and now are not communicating with me. They claim on their website that they will cover damages. This is false and misleading.

  Business response

  06/20/2024

  Hi ****,

  Thank you for reaching out and I am terribly sorry to hear about your poor experience with Dolly.
  
  Dolly support been discussing the issue in question with you regularly and are open to continuing to discuss the issue and provide any further assistance required. According to our support records, we last emailed you about this issue, but have not yet received a response. Please feel free to respond to this email if you wish to receive further support for this issue and we will be happy to assist.

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been waiting on Dolly to pick up a piece of furniture (a bed) for weeks now. The service was initially arranged by Interior Define but passed on to me to coordinate pick up details with Dolly customer service directly starting 5/2/24. I need the pick up completed so that I may receive a refund for the bed. My service has been canceled and rescheduled by Dolly 4 times now with no real explanation and no end in sight to the cancellations. I was provided a fake customer service phone number to call and the customer service reps I get by email have made no ******* or good faith effort to help rectify the situation. Their services are fraudulent at best as they keep pretending they are coming to get my item and then, if Im lucky, send me a cancellation at the 11th hour, or sometimes with no notification at all so Im left waiting around for no good reason hoping and praying someone will show up.

  Business response

  06/20/2024

  Hi *****,

  Thank you for reaching out and I am terribly sorry to hear about your poor experience with Dolly.

  This order is now canceled since Dolly was unable to fulfill the order and another service was used to complete your job. It appears this issue is now resolved and our sincere apologies for the issues with fulfillment of your Dolly job. Please let us know if you need anything else at this time and we will be happy to assist.

  Customer response

  06/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************

• Initial Complaint

  05/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I set up a move from Dolly for 5/4/24 from 2-4pm. I paid $279 for the move. The process of setting up the move was online. It had me select the type of item being moved which I selected Refrigerator (Full Size). It then had me select the vehicle type which had three options: pickup truck, cargo van, and box truck. None of the options had dimensions of the vehicles. So I selected cargo van. It then had me choose the time for the move, I chose 2-4pm and was under the impression that the move would occur from 2-4pm. I received an email that my move was booked and would be from 2-4pm. I then receive a text that a cargo van isn't available for the time I requested and asking if a pickup truck would be ok. I replied no because I wanted to ensure the fridge would be as protected as possible due to their liability only covering $300 and the refrigerator is worth $1500. I then sent an email about cancelling since they didn't have the time slot I had originally selected. After I sent the email, I received a text stating that someone would be coming at 3:30-4pm. I was confused because I thought there wasn't a vehicle available. After I got the text, I received a call regarding my cancellation email stating that I would have to pay 50% to cancel. I decided to move forward with the 3:30-4pm time slot to avoid the fee until I was told that I would also have to pay more for a different vehicle. I was told that I should have known that a refrigerator would not fit in a cargo van. I stated that nowhere on the site did it have the dimensions of the vehicles so I would have had no way of knowing that the refrigerator would not fit in the vehicle I selected. I should not have been able to select that vehicle if a full size refrigerator (which I selected prior to the vehicle selection) was the item to be moved. Overall the website was not clear and the customer service was not helpful. My options were to pay more for a box truck or pay a 50% cancellation fee.

  Business response

  06/20/2024

  Hi *******,

  Thank you for reaching out and I am terribly sorry to hear about your poor experience with Dolly.

  Our records show that you were fully refunded for this cancelation fee on 5/6/2024 and this issue appears to be fully resolved. Please let us know if you need anything else at this time and we will be happy to assist.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I used Dolly.com to hire time-based helpers to move items from one room in my house to dumpster in my driveway on May 1, 2024. It cost 303.00$. One hour into the service, the helpers damaged my wall by dropping a filing cabinet into it. They were unable to finish the job. I reached out to Dolly to file a claim and seek reimbursement, but was told they dont insure time-based help, only items. They said this was in their terms of service. However, their terms of service were not presented to me at the time of booking, nor is there any caveat on their website while booking that their helpers are not insured, and they will not cover damages. They reimbursed me $150 but not the full amount, even tho Im now left paying for my wall to be fixed and another mover to finish the job. I would like to see more explicit language on their website so customers understand that they themselves will be liable for damages if they use time-based services through Dolly.

  Business response

  06/20/2024

  Hi **,

  Thank you for reaching out and I am terribly sorry to hear about your poor experience with Dolly.

  I can see you have now been refunded $150 for your poor experience. Additionally, you filed a chargeback with your payment provider resulting in the remaining $152 being refunded. This now appears to be fully resolved but please let us know if you need any additional assistance.

  Customer response

  06/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************

*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. ↩