ComplaintsforDolly, Inc

• Initial Complaint

  04/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I requested a dolly for 1 person to put up my window blinds. The person Dolly said was going to come never showed up and Dolly ended up charging me $100. I have cameras around the property recording 24/7. There was no one showing up to the door, nor did anyone call etc. I emailed Dolly and called them many times but no one answers or replies. I need my refund and I will never ever use this crappy service again.

  Business response

  05/09/2022

  Hi Syed,
  
  I am terribly sorry about the issues with your helper completing the Dolly. I see that we have now fully refunded you for this order and responded to your support request. Please let us know if you need anything else at this time.

  Best Regards,
  *******
  Dolly Support

• Initial Complaint

  04/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I'm requesting my money back and compensation for the damage done to my furniture because I paid Dolly *** for 2 workers to move my furniture but they sent only one person thus contributing to damage because the one person couldn't handle the weight associated with item.***ident occurs on 4/21/22. Dolly Number: AM303210

  Business response

  05/02/2022

  Hello, we're so sorry about the damage done to your items during this Dolly. We see here that you do have a Damage Claim with our Damages Department. Any and all reimbursement associated with a Damage Claim is provided once the damage claim has been processed and approved by you and our team. Our team is currently reviewing your claim and will be in contact with you soon for further information and plans for reimbursement. We thank you for your patience.

• Initial Complaint

  04/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sent text messages for two days running late for pick up. Dolly never showed up and credited my account. Be careful they take the money out of your bank account immediately .

  Business response

  04/12/2022

  Hello, we apologize for the troubles with scheduling your Dolly. Though we promote all Dollys as much as possible and personally reach out to Helper teams in your area, the fulfillment of your Dolly is dependent on our Helpers finding your job appealing and bidding on your job.Though we promote all Dollys as much as possible and personally reach out to Helper teams in your area, the fulfillment of your Dolly is dependent on our Helpers finding your job appealing and bidding on your job. We're so sorry that we were unable to connect you with a team to carry out this job. We want to also clarify that the amount on your account is only a hold and you were not officially charged for your Dolly. Charges are only processed once a Dolly has been marked as completed as this verifies that a service was rendered. With all this being said, we have noted that one of our agents had released the hold on your account on March 31st upon your request and the funds should be back in your account! Please feel free to reach out if you have any lingering concerns.
  

• Initial Complaint

  04/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This is a complaint about the moving service known as Dolly. I requested service on Tuesday, March 29th and paid $107. My request was accepted by the mover Marceo and service was scheduled for Thursday, March 31st. On the day of service, the Dolly mover cancelled me because his truck was broken. On March 31st, I requested a refund from Dolly. They acknowledged receiving my request, but have not gotten back to me. Their business practices are suspicious and they are not accountable. Sent from my iPhone On Mar 31, 2022, at 12:12 PM, Dolly <**********************************> wrote:?##- Please type your reply above this line -##Your request (*******) has been received and is being reviewed by our support staff. We will respond to inquiries in the order in which they are received.You can find answers to many of our FAQs here: https://dolly.com/help/To get a quote, get started with Dolly here: https://dolly.com/get-started/To add additional comments, reply to this email.This email is a service from Dolly. Delivered by Zendesk [8OYZV7-W8YD5]

  Business response

  04/12/2022

  Hello, we're so sorry about the sudden cancellation on your Dolly. We agree since a service was not rendered then a charge is not valid here, we apologize for the delay in getting this resolved. With that said, we have looked over the transaction records a the hold on your account was released on April 7th, 2022 at 12:28pm PST. We will be sending you a PDF of the transaction for your records.

  Customer response

  04/12/2022

   
  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

  04/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a washer dryer unit from best buy and paid for delivery. Best buy hired dolly *** to deliver my unit. When the two delivery guys showed up they said o you have three little stairs leading to the front door and we didn't bring our hand truck and you have to pay extra for the stairs. So I told them best buy never told me that and they were upset. So I told them they could go through the garage but there were still three little stairs. As there were trying to bring in the unit they mad a lot of damage to the unit and when I showed them the damage thay said it was my fault. So I told them I don't want the severely damaged unit. They told me that are not taking it back and start getting violent and mad and calling me names like your just a fuc...g frog and then I told them I'm calling the police because it was getting to the point were I thought this guy was going to fight with me. So the delivery guy jumped in his truck and almost ran me over just to pull out of my driveway and park in front of my house. So the cops came and mad a police report and made them leave off of my property. This was so unprofessional I can't even believe this happened. My kids were in the house crying because they thought there father was going to get beaten by these two big African Americans. So they left the damaged unit in my driveway and were escorted off my property by the police. This has to be justified. These people are scary and dangerous. I can't let this happen to anyone else. I'm willing to do whatever I have to in order to insure no one gets hurt from this company. Please help. Thanks

  Business response

  04/12/2022

  Hi *****,

  I am terribly sorry to hear about this extremely poor experience with your. This conduct is absolutely unacceptable and we are conducting a thorough internal investigation into this incident.

  After reviewing your case I see that our damage claims team is currently in process of reviewing your claim and should be reaching out to you with an update shortly.

  If there is anything additional you need in the mean time while we review your claim please let us know and we would be happy to assist!

  Best Regards,
  *******
  Dolly Support

• Initial Complaint

  03/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  -I utilized Dolly for an apartment move on 3/26/2021 -I paid Dolly $489 for my move -Dolly committed to moving my 1BR apartment, including promising me they would take apart and re-assemble my bed -See below for detailed issues regarding the delivery:oMy movers arrived 1 hour late oMy Dolly arrived with a car that was too small to move my box spring (which was clearly indicated that I had on the Dolly app)oBecause of this, my Dolly had to go get a different car, making them 2.5 hours late oMy Dolly moved 1/2 of my things, left for 2.5 hours, and never returned to move the final items; this includes never fully re-assembling my bed -See below for issues regarding the communication:oI called Dolly the morning of my move; no one answered or responded to my voicemail oI emailed Dolly the same morning and did not receive a response until Monday; no resolution has been offered by the business

  Business response

  04/11/2022

  Hi Lauren,

  We are terribly sorry about the amount of time it took to get you a resolution. I have now given you a 50% refund on your order as requested so and you should see this in your bank account within 48 hours. Please let us know if you need anything else and I hope this is a satisfactory resolution!

  Best Regards,
  *******
  Dolly Support

• Initial Complaint

  03/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Scheduled delivery which was immediately picked up by a deliverer. Then the delivered cancelled. When new deliverer picked up they went the wrong day then tried to rescheduled. Then on the day of delivery day they asked to change again. Dolly offered zero support for serious inconvenience. Very difficult to reach a live person. Seems like a scam

  Business response

  03/16/2022

  Hello, thank you for bringing this concern to our attention. We are so sorry for the lack of communication here in regards to this Dolly. We understand that you had a wonderful experience with your Helper that day and we are ecstatic to hear about your satisfaction there in regards to your move. However the inconvenience of rescheduling and delayed support from our team is absolutely a review we will take into consideration while we develop out our customer experience further. Our Escalations Team will be in touch shorty to further comments in regards to your experience here. Thank you.

• Initial Complaint

  11/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I booked a move with a Dolly Helper for 11/06. My requested start time was 8am. My Dolly helper showed up 2hr and 45min late. Then they started moving my furniture but did not finish. The helper marked my job as complete before they moved major items of furniture such as my couch and TV ect. I called Dolly and pleaded with them to send the helper back and finish the job but they didn't send them back. Nor did a supervisor ever call me back to try to resolve or issue the credit that I was promised. I

  Business response

  12/08/2021

  Hello, we apologize for the delay in addressing your concern. As of this morning, we have refunded 75% of your Dolly order as the rest goes towards the time and effort the Helpers had given that day. That being said, we have also put these Helpers under review for the behavior exhibited during this Dolly. The service provided is by no means how we envision the customer experience to be and apologize for failing on that front. For the inconveniences caused, we have added a credit of $30 to your account for future use. We hope to service you in the future and provide an excellent experience.

  Customer response

  12/16/2021

  I am satisfied with the resolution 

• Initial Complaint

  11/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dolly did not provide services and charged me 50% of the move in fee because they were unable to find a parking spot. I tried to cancel but they refused to honor the cancellation of 20% being that they said they were in the middle of providing a service. All of my stuff is still in my apartment. What service was provided to me?SCAM

  Business response

  11/22/2021

  Hello, we apologize for the lack of clarity of our cancellation policies. In the event that your Dolly has started, and/or your Helper(s) have arrived at the first location and cannot complete your Dolly due to cancellation, rescheduling, or any reasons outside of their control, a 50% cancellation fee is applied. This is outlined here in our cancellation policy: https://dolly.zendesk.com/hc/en-us/articles/360046107331-What-is-Dolly-s-cancellation-policy-. Since there was no available parking at the location in order for the Helper team to load items from your apartment on to their truck, the 50% cancellation fee was applied. This fee goes directly to the Helper's for their time and effort they took in preparation for the job and traveling to the job site. We thank you for your understanding.

  Customer response

  11/23/2021

   
  Complaint: 16112096
  
  I am rejecting this response because: You provided me no service. Its as simple as that.
  
  Sincerely,
  
  ***** Tsukinari

• Initial Complaint

  10/22/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Our office flooded which caused us to have to vacate our building with 9 days notice. Dollys helpers arrived late on the date of service (10/14/21). Upon arrival, the helper informs me that he cannot find parking for his large box truck in the area (we are downtown). He then proceeds to drive away as Im in tears begging him to fulfill the commitment and move our office. To add insult to injury, Dolly then CHARGES me for the service anyway and tells me there is nothing they can do to help or reverse the charge. This company is a total scam with THE WORST customer service ever!

  Business response

  11/01/2021

  Hello, we are so sorry for the experience you had during this Dolly and understand this must have been an incredibly frustrating process to organize. However, after reviewing the phone calls and messages between all parties, you had confirmed with our agent that, if this [Dolly] can not happen today, then I need to cancel it. You had confirmed with the agent that this would be the means of action during a call on Oct 14th at 11:16am. This was said during a conversation about a potential need to reschedule in order to assign a vehicle that would be able to fit your needs better as there was no available parking for the Helper team near by your facility for the vehicle type chosen. You had stated that you had rented another vehicle and had friends on site to assist with this move instead as the Helpers were having trouble locating parking. Per these records as well, at 11:37am, the Helpers had already begun loading boxes onto the truck as the cancellation was being finalized. As the job was in progress, it was cancelled with a 50% cancelation fee to your account in order to compensate the Helpers that were on site that day for their time and effort. This cancellation policy can be found here in our customer knowledge base: https://**********************************/hc/en-us/articles/360046107331-What-is-Dolly-s-cancellation-policy-. We understand this is not the ideal resolution and we deeply apologize for the inconveniences that are attached with this, however we must comply with our policy in order to compensate the Helpers for the work done that day and inconvenience on their end due to the cancellation.
  

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