ComplaintsforDolly, Inc

• 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,
  
  *************

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sent last complaint to Dolly Movers 4/23/24 "KB375689 April 14, 2024 Called A LOT OF times, disconnected, foreign agent that didnt understand order or corrections, or hung up on.lots of emails, proof with pictures of damages to my belongings during helpers that unloaded the truck.At first I was offered a ***** credit which never appeared, then ****** credit Had damaged and broken items AND wasted time with helpers that didn't have the equipment I ordered to do their job. IT took helpers longer to unload the truck without the flatbed dolly that I ordered..I went online AGAIN to see and just got the site to do it all over again and again and again.When the 2 helpers arrived 4/14/24 (on time), I asked them where the flatbed dolly was, they knew nothing about my order. The foreign female agent didn't know what a flatbed dolly was or what a basement was when she asked about stairs. I asked a few times to transfer me to a supervisor and told me "CONT do that". Therefore, I was not even sure if my order was correct or not. I went to your website to see IF correct, but that didn't show the correct locations or my order corrections either. I went round and round with agents and website.Feel like got the runaround to honor my claim for incompetent agents, generic emails, broken and damaged heavy furniture; without the right equipment that was supposed to be included.I priced the entertainment center that was destroyed and it could cost me $800.00 ******** to replace (more if I have to pay to deliver and or put together). Picture of original order notes:************************************************************************************************************************************************************************* ************ was the worst to deal with, calls, website, honoring claim etc.I ask for their address to send letter, was told do NOT have a permanent company address I hope you can help resolve or at least report Dolly, Inc for BAD service.

  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 a Dolly Support Supervisor reached out via email on 4/25/2024 to address your remaining concerns with this issue and we did not receive a reply so this issue was marked as resolved. Please let us know if you still require further assistance and we will be happy to help.

• Initial Complaint

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired the company DOLLY to help pick up and move a dresser and 2 night stands that I had purchased.They require payment upfront before the service is completed. As the scheduled timed approached, the dolly driver cancelled my pick up & another driver was assigned. The second driver was a female and the items they were to pick up (listed in the description) was too heavy for them. THEY called me and told me they were unable to complete the dolly move and asked if I could cancel it. I then rescheduled another Dolly after rearranging my day, and the second attempted mover has also cancelled. Yet, I have now been charged twice and when I called dolly support they told me the issue is being reviewed yet there is no one I can speak to in confirming that I shouldnt have been charged not once but twice for a service I still havent received. I want a refund for both Dollys and the furniture delivered for the inconvenience and time this has cost me in my day, from my work and my family.

  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 that you were emailed on April 15th informing you that you were fully refunded for this issue. Please let me know if you still need assistance at this time and we will be happy to help.

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was moving from one apartment to another, called DOLLY provided all the necessary information for our move. Was initially told that it would cost $700 and they would send 2 helpers and a cargo van, and was advised they would make as many trips as possible to complete the move. After evaluating all that needed to be moved I called back suggesting they send a box truck, this changed the price to $800. Moving day came the movers did not move all the items from the apartment. Now, based on the time crunch to get out of the old apartment due to the lease ending I am now having to rent a u-haul and move the remaining items myself which was something I was looking to avoid when hiring movers.

  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 that you were paid $150 on 4/23/2024 as compensation for your experience and this issue now appears to be resolved. Please let us know if you still require any assistance at this time and we will be happy to help.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I booked a Dolly service on March 8 to swap refrigerators in my basement and main floor. When the helper was assigned and he reached out, I mentioned to him about the service required, he did not site any issue or concern and sounded like he will complete the task at hand. On Mar 11 (day of service) he reached out at 10:50AM (3hrs before the service) saying he will not be able to do the service due to Dolly's policies. I reached out to Dolly immediately and they said they would charge me $64 for the service they never performed. I was not happy with the charges since they did not do any service, yet are charging me the money. They then issued a ticket and escalated and charged me $102.40 after 12PM (within 2 hrs of service). This company is fraudulent and waits until the last minute to charge you 80% of payment for a cancellation. Technically, I shouldn't have been charged since this was cancellation from Dolly's end. No where during the booking window have they mentioned any restrictions on what can or cannot be moved. I called before the 2 hr window to check status, they said they cannot perform the service and initiated cancellation. Since the cancellation is made by the seller, I do not have to pay them any cancellation fee.

  Business response

  03/20/2024

  Hi ********,
  
  Thank you for reaching out and I am terribly sorry to hear about the issues with your service.

  I can see that your charge has already been fully refunded and this issue now appears to be resolved. Please let us know if you need anything else at this time and thank you for your patience.

  Customer response

  03/20/2024

   
  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,
  
  ***************************

• Initial Complaint

  03/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with Dolly to move 6 items from my house to my garage. They failed to come when promised, 9:30 AM but instead came at 4:30 PM. Not a big deal as I was not in a particular hurry.We were preparing our house for sale and had multiple showings and an open house in just a couple of days.In the process of moving the furniture they managed to knock a 5 inch hole through a wall that I had just had repainted (see photo). In their sales literature they claim "Not only are Dolly Helpers trained to move and handle big and bulky items safely and securely, they're also background-checked and insuredand all Dollys are backed by our Damage Protection program."OK, they screwed up but things happen, I am up against the clock to get this fixed for the showings but they will compensate me for the damage, right? WRONG!!!According to their customer service damage to my home is NOT COVERED, only damage to the items being moved. What happened to the Helpers being "Trained to move and handle big and bulky items SAFELY AND SECURELY"? What would a "reasonable person" assume from that claim or of their statement that "all Dollys are backed by our Damage Protection program"?This is deceptive advertising at best and outright FRAUD at worst.

  Business response

  03/11/2024

  Hi *****,
  
  Thank you for reaching out. Dolly certainly understands how frustrating it can be to have your belongings damaged. However, as stipulated in the Dolly Terms of Service (Dolly.com/terms), Dollys Damage Protection only applies to the goods being transported. It does not protect damage to the environment surrounding the Dolly (e.g. floors, walls, ceiling, etc.).

  My apologies for the inconvenience and let us know if you have any questions.

  
  

  Customer response

  03/11/2024

   
  Complaint: 21411040
  
  I am rejecting this response because:

  The wording of the online form is purposely misleading both regarding the skill of the workers and the coverage of the damage insurance. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mover intimidated us into accepting fraudulent adjustments more than double the original price. On March 3, 2024, we ordered a move with one flight of stairs for 13 medium boxes, 2 suitcases, and a table. This was $82 for a same day move, and the mover asked to come 3 hours earlier, which I agreed to.When the mover arrived, he said we had a few more boxes than we listed. There was a mix of smaller boxes along with the medium boxes, and I thought 13 medium boxes would be roughly accurate given that pricing in the app did not vary much based on the # of boxes (about $15 more for double the boxes). He said we could adjust it or work something out offline, and I agreed thinking that since it was such a small change that it would be maybe 20 bucks extra. We were also bringing other small items like grocery bags and cleaning supplies (Swiffer, broom, dustpan) to clean the apartment, and he said we could ride along in the van since it was a short drive. At the end, the mover said that the adjustment charges would be $130 dollars more, or $100 if transferred directly to him. I was shocked that the addition of very few items would more than double the price and disputed the calculation. He said he wasn't able to submit the adjustment in the app and would not leave until he was paid. After almost two hours of verbal abuse, he submitted an adjustment. When I went to check the details he berated me saying "what are you looking at? Just hit accept", so I approved. Only later did I see that in addition to 3 extra boxes, he counted every single item, including things that we carried on one hand ourselves, and listed many as medium items which should be 2 hand carry.Dolly support agreed, based on pictures the mover submitted, that the number of medium items was overstated but said that because I accepted the charges they couldn't do anything even if the adjustment is wrong and even if I accepted under coercion. One of the worst experiences I've had with any service, period.

  Business response

  03/11/2024

  Hi *****,

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

  Given the situation, I have applied a $65 refund onto your account which amounts to half of the adjustment total you were charged. Please let me know if you have any questions and we will be happy to assist.

  Customer response

  03/19/2024

  I have received a message from Dolly but the refund has not processed yet.

  Business response

  05/21/2024

  Greetings,
  
  Thank you for reaching out and I am sorry to hear about your poor experience.
  
  Your duplicate payment has now been fully refunded. Let me know if you need anything else at this time. 

*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. ↩