ComplaintsforDolly, Inc

• Initial Complaint

  10/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a living room set from Big Lots on 10/12/21. They use Dolly for delivery. I called Dolly and made an appointment for delivery on 10/13/21. They were suppose to be at my house between 10 and 11. They never showed up or called. I had cancelled two appointments waiting for them. I called them and they told me they had no staff to deliver my furniture. They did not even call or email me to let me know! My confirmation number was SF ******.

  Business response

  10/20/2021

  Hello, we are so sorry for the experience you had with this Dolly. We understand the lack of communication on part of our team must have been frustrating and we deeply apologize for the negligence there. We are currently working on our system alerts and team capacities in regards to unfufillment issues like yours to keep our customers updated of your Dolly status promptly. We confirm on our side that the price of your Dolly has been refunded. As for credit, we will be able to issue $30 in credit to your account. This has been processed over as of today. Thank you.

  Customer response

  10/20/2021

  
  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

  10/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Used Dolly 9/19/21. Paid them ****** plus ****** cash! The two males assured me they'd take care of my belongings as if they were their own belongings! I have numerous broken things!Antiques from relatives. Dirty furniture. Dining Room chairs wobbly now!They asked me for Duct tape. They duct taped my dresser drawers and the paint is peeling off! Every lamp I own arrived BROKEN!. I filed a claim with Dolly on 9/21 and again on 9/22. Over 3 weeks have passed and I have NOT heard anything from Dolly!!

  Business response

  10/27/2021

  Hello, we are so sorry for the experience you had with your most recent Dolly. Unfortunately, we had not received detail of this incident on our system which may have been the cause of this delay. According to our records, the coms on 9/21 are in regards to how to place a review for your Helpers and have no records for 9/22. On 9/19 you had brought up the concern of a missing marble slab and a couch that was placed in the driveway. After speaking with the Helpers, the slab was left in your home and the couch was left in the driveway as it would not fit through your doorway and would potentially damage the door frame of your home.

  
  Given the details you have presented here, we will be escalating this concern to the Helper Team and Damages Team for further information on this incident. As Dolly does not take payment in the form of cash, there is a high concern associated with that part of your Dolly which we will need to investigate in depth. As for the damaged items, we will be sending you an official claim form which you have 14 days to complete. If the Damages Team does not receive correspondence from you within 30 days, the matter will be closed. Please make sure to include photos of the damages made to these items.  Our operations team will be looking through this concern thoroughly to ensure this experience is well documented and handled appropriately. Thank you for bringing this concern to our attention.

  Customer response

  10/31/2021

   
  Complaint: 16019288
  
  I am rejecting this response because:First off I hired this company to move all my belongings!!! Not to leave the top of a dresser in my apartment or random items throughout my old place!! I contacted Dolly9/19,9/21 and 9/22 with regards to damaged items,missing items and many of my belongings broken!!The men who moved me informed me at precisely 3:00 they had another job to go to!! I said your NOT done with my move, they gave me some BS story and went on and on. I said well how can you contact your next job and tell them you'Il be later?? They said they coldn't.I informed them, they needed to stay and finish up my move before venturing on to another job!! I asked then what I can do to help them finish my move! I am a Single mom with a teen age daughter and could hardley finish lifting and moving these things alone!! They mentioned cash would be good and they would stay. I offered them ****** to finish my move!. They both agreed!! If it's indeed a policy for them not to accept cash, and had you properly trained your staff this would not even be an issue. This goes to show me what type of individuals you hire!!! My move was on 9/19/2021 and it's been 5 weeks and I've yet to hear anything from Dolly with regards to all my damaged,broken,soiled items. 
  I am adsolutely NOT paying this pathetic company which was a joke!! They caused more damages to my belongings than the move cost me!!
  Sincerely,
  
  ***************************

  Business response

  11/04/2021

  We completely understand the concerns associated with this move and would like to assist in finding a suitable solution. However in order to do so, we require this documentation to proceed with your claims. We have yet to receive a response to the damage claim sent by our damages team. As stated before, this must be completed within 30 days or the damages team will be unable to proceed with this concern as damaged and stolen items must be escalated within a specific time frame. We kindly ask for your cooperation. We will be forwarding this email again for your completion. Thank you.

  Customer response

  11/08/2021

   
  Complaint: 16019288
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************** I have never received any damage form or anything in regards to this matter. All I have is the original phone message stating Dolly is awaiting a reply from the 2 movers.This is saved on my phone.

  Business response

  12/08/2021

  We have sent claim forms on Oct. 27th and Nov. 4th to the email associated with your Dolly account and have cced the email associated with your BBB account. We will go ahead and forward our email to these accounts again. Please check your spam or junk folders in the case that they are filtered to those locations.

  Customer response

  12/10/2021

   
  Complaint: 16019288
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************** I never received either of what Dolly is claiming to have sent me!!

• Initial Complaint

  10/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had furniture moved by Dolly drivers and they damaged an expensive piece. I filed a claim on August 24 for the 3 day quick turnaround over 6 weeks ago and am still awaiting a resolution. I have emailed them several times with no response.Since I received no response to the quick claim, I filed extensive claim to get the actual damage value $300 compensated for. I have photos of the damage and text from owner that the item was in new condition and those damaged areas were not there originally.

  Business response

  10/18/2021

  Hello, we deeply apologize for the delay in processing the claim for the damage done during this Dolly. As far as we can see in regards to this claim, you have been in contact with one of the damage claim specialists this past week. As the price of your refund can not exceed the cost of the Dolly our damages team has initiated a return of $104 back to your account. As for the request of $300, our team can only accept the claim filed within 14 days of the Dolly which was the final price of the Dolly which was $104. We thank you for your patience as the damages specialist assigned to your case processes these funds over to your account. Thank you.

• Initial Complaint

  10/06/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On October 3, 2021, I requested Dolly and 2 deliver people for an item bought on Facebook marketplace. The first person showed up and the second showed up after almost 2 hours. Nobody knew where he was and no apology from him. After they delivered my armoire, I noticed that they had made 3 dings in the wall of the stairwell. I contacted Dolly and their customer service is nonexistent. They wanted me to take pics of the damage and fill out a long application. Please make people aware NOT to use their service. Absolutely one of the worst I have ever encountered.

  Business response

  10/12/2021

  Hello, we deeply apologize for the experience you've had with your most recent Dolly. We will make sure to have the Helper put under review for the tardiness during your Dolly. This will be done internally with our compliance team. As for the damages to the item, we see that one of our Agents have sent you a damage claim on October 6th. We understand going through this experience is incredibly frustrating enough, however we kindly ask for you to fill out this form so we are able to compensate you for these damages accordingly. Any and all information you can relay over to us will be greatly appreciated as we process this claim. Once you do, we will immediately forward it off to our claims representatives to expedite the process as much as we can to get this resolved. We sincerely appreciate your cooperation in the matter. - Dolly Support

  Customer response

  10/12/2021

   
  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

  09/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used Dolly for a move on 8/28/21. I booked on 8/19 & the helper asked me to upload photos so he could decide if he wanted the job. I did & he picked up the job. I lived in a 1 bdrm 550 sq ft. apartment. The app listed apts. by sq footage, I selected a studio (up to 650 sq ft). On 8/27, the helper called to let me know he would be a little later. On 8/28, 10 minutes before the new arrival they called & said they wouldn't be doing the ******* needed to contact the company. When contacting the company, they informed me that the helpers wanted more money & rebooked my move as a 1 bedroom. The helpers arrived later loaded half of my things (never started the job on the app), told me they would make this run, leave to do another job,& come back for the rest. On the way back, the helper's van broke. I called the company & was told to wait. This entire move took 14 hours. I moved 10 loads myself. My bed frame was broken. I filed a claim 8/28, emailed 5 times and called 3 times, no resolution

  Business response

  09/30/2021

  Hello, we deeply apologize for the inconvenience here. After reviewing your experience, our team is very disappointed to hear how disorganized this Dolly had been. We see that your claim was sent in on Aug. 29th and as of Sept. 26th our damages team has refunded your requested amount for the damage done to the item. We apologize for the delay in getting this resolved, our damage and claims process *** take between 2-4 weeks to get to our customers' concerns as we are still a relatively small start up. We thank you for your time and patience as our team has worked through your concern.

• Initial Complaint

  09/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired 2 Dolly movers on the app on the 31st of July 2021, paying over $600. The driver arrived smelling of alcohol and the second mover showed up an hour late, the trip took 4 hours despite living in a studio, one of the movers left early without informing me, my friend and I had to take my furniture up to the fifth floor along because the mover lost my personal dolly on the way. I also filed an official complaint on the app more than a month ago with no refund and no callbacks about the progress of my report despite sending photos, videos and receipts as evidence.Not only did the mover drink 4-5 corona beers to and from my moving area, he also asked if he could have some of my personal Bacardi that he saw on my kitchen counter while moving my items.I have Lyft records showing my destination was ***** minutes away but the move taking +1hr each side because of how slowly the movers moved. I ended up having to move my own things to my 5th floor apartment at 1am

  Business response

  09/24/2021

  Hello, we deeply apologize for the experience you had during this Dolly. We understand this situation must have been bewildering and frustrating. Our team was equally so upon hearing of this incident. Since our team has processed through this concern, the helpers involved have been dismissed from the platform due to their actions and the severely negative impact they had on your experience as a customer. Furthermore, one of our account managers ensured all costs associated with this Dolly had been refunded to your means of payment as well. The Dolly Operations team sends a sincere apology for the experience you had with your Dolly and had thoroughly taken the steps and measures to deal with this incident. Please feel free to contact our team once more if there are any lingering concerns in regards to this incident. Thank you.

*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. ↩