ComplaintsforDolly, Inc

• Initial Complaint

  08/24/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My first Dolly was a no-show, and I had to rebook + extend my storage unit which incurred additional fees. Dolly also charged ME a cancelation fee, even though my dolly was the no-show.I unpacked and repacked my storage unit in anticipation of the Dolly Helpers arriving, and it was a huge mess to rearrange my day, and then find another day off to reschedule. The second dolly I booked was more expensive than the no-show.The customer service team was non-responsive, and overall its been a terrible experience for me. i had company in town that i could not be with since i had to spend my time focused on cleaning up the mess caused by the Dolly Helpers not showing up.I asked for a refund on the second booking since it cost me extra storage rental fees, a wasted day, and emotional turmoil but they refused and also took FOREVER to reply to any messages. I have worked in customer service for over 20 years and this was the worst I have ever experienced.

  Business response

  08/27/2021

  Hello, we apologize for the disappointment you had with the service of your Dolly. According to our records, the cancellation fee was fully refunded and the cost differences between the new and old Dolly price were paid as we understood the changes made by the system were not applicable. However as for the storage fees you faced, as they were charges caused outside of the Dolly, we are unable to pay for that cost. We truly apologize for the inconveniences caused here with the unexpected cancellation and reorganization of your schedule to work with us through this concern and attempted rescheduling of your Dolly. We have added a $50 credit to your account as well for all the trouble this has caused. Please let us know how we can further assist you in this concern.

• Initial Complaint

  08/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/18/2021, I used Dolly service to have a couch (purchased on ******** Marketplace) picked up and delivered to my home. The sectional couch arrived at my home in separate pieces still needing to be assembled. On Thursday 8/19, we assembled the couch and realized that two of the seat cushions were missing. I contacted the seller to confirm they had not been left at her house. I immediately contacted Dolly customer service so that they could contact the individual movers who performed the job and try to locate the cushions. I sent Dolly multiple messages (including a picture) and now at end of day on 8/20 (over 24 hrs later) I have received no response from their customer service. I potentially stand to lose/waste over $500 due to their complete lack of response to my issue. I want a response from them, a refund for the service and an attempt to locate the missing items that were lost by their employees.

  Business response

  08/23/2021

  Hello,
  
  We apologize for the delay in response to the concerns regarding your Dolly. After reviewing the communication logs associated with this Dolly. We see that you have been in contact with our Support team in regards to the missing items which were scheduled to be returned on Aug 22nd. Due to the concern caused during this Dolly, we have also credited $20 to your account. Please let us know if we can assist you further. Thank you for your time.

• Initial Complaint

  08/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a fridge and a grill on marketplace from a local seller. Decided to use Dolly to get them moved to my house which is 22 miles away. I entered all of the information and got a quote for $233. At the time of agreed delivery, the assistant helper arrives early to the sellers location waiting on his lead help with the truck. Assistant is claiming that he attempted to call me twice with no answer. I never got a call from him. I receive a call from the lead help saying that hes on his way to the location. Lead help arrives. Him and his assistant enter the sellers residence to start loading the fridge. The assistance claims that he got a notification that the job is now cancelled for no reason and walks away in the middle of the job. Lead helper asks me if I can help him off load the items with him as the assistance walked away. I agreed and completed the job. Dolly is now trying to illegally charge me 50% cancellation fee of which I never initiated of a total of $349

  Business response

  09/02/2021

  Hello,
  We apologize for the experience you had with this Dolly. We understand the frustrations you must have gone through during this process and thoroughly looked through our records to understand what happened. According to our logs, the assistant had attempted to call you a few times as they were waiting for their lead to arrive on site. As for the cancellation, that occurred as the assistant was waiting for about 40 minutes with no response and contacted our support team. Per Dolly policy, Helpers are to cancel Dollys after 30 minutes as it is constitutes as a "no-show" if their team member and or customer is not able to be reached. However, as this Dolly was relisted after cancellation and ultimately carried out, we have decided to cancel the Dolly while leaving the cancellation charge. The cancellation charge of $116.50 will remain as it compensates the time and effort of the Helpers involved in the Dolly for that day. Please let us know if you have any further questions. - Dolly Support
  

• Initial Complaint

  08/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I requested 2 movers and a truck from dolly movers they showed up on time but when it came to moving the item one of the movers had a horrible attitude and foul language the whole time, on top of that he didn’t know how to move and damaged the stairs and the furniture item coming up when he was almost at my door he set the item down on a WINDOW and broke it when that happened he didn’t apologize all he said was hope you can fix it he didn’t clean it or even offer. Now I’m stuck with my damaged furniture cleaning up a broken window and have damaged stairs in our condo building.

  Business response

  08/20/2021

  Hello,

  Please accept my sincerest apologies for the delay in getting back to you.
  We are terribly sorry about the experience that you have had with one of our Helpers.
  Our Claims team has responded to you as well to confirm that they have processed the refund that you have requested for in full and final settlement of this claim.

  Customer response

  08/20/2021

  
  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

  08/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I scheduled a Dolly initially on 7/7 for my move-in date of 8/1, which was relisted twice - once on 7/16, and then again on the day of the move at 9:30AM when I was scheduled to move at 3:30PM. When my movers cancelled on me day of, I was forced to schedule a UHaul, schedule an Uber to take me to the UHaul location, find expensive ($400/hr) day-of movers, and move the remaining items I had by myself until 2AM last night. My dolly was originally $277, whereas I ended up paying close to $1,500 due to their poor management. I attempted to contact Dolly twice regarding the incident, but was unable to find a phone number to resolve the issue, and neither of my emails were answered despite the last-minute nature of the movers cancellation. In speaking to Dolly, they would only offer a refund, and no additional compensation, with very few consequences for the movers who canceled day of. I'm requesting additional compensation to cover my incredibly expensive, day-of move.

  Business response

  08/20/2021

  Hello,

   

  Thank you for reaching out to us.

  We are very sorry to hear about the experience that you have had with Dolly and I really appreciate your feedback.

  Our compliance team was made aware of these events when these took place and it will be taken very seriously by them. 

   

  Regarding the compensation, the most that we will be able to offer is the refunded amount for the whole Dolly price as stated in our Terms and Conditions. 
  
  Please do let me know if you have any questions or concerns.
  

• Initial Complaint

  08/02/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I booked movers through dolly on July 17th for a move on July 31st. The movers were assigned and confirmed days before and then confirmed the morning of as well. Then three hours before my move I was notified that my dolly had been canceled. I then had to scramble to find other movers. I ended up having an asthma attack because I have a cold and was not expecting to have to move my stuff myself. I had not received a refund for the $400 I paid them so I called my bank who said that the money was put back into my account on July 22nd. I do not recall ever getting that money back. I have contacted customer service three times and have not heard back.

  Business response

  08/13/2021

  Hi, 
  
  
  Thank you for your review. We appreciate your feedback.
  Your payment is showing as 'reversed' on our end. This means that we were able to cancel the transaction before the funds left your account.
  When this happens the charge will just disappear from your account because it was never finalized.
  If you need additional help, please reach out to our **************** Team.
  
  
  **************
  Customer Support
  

• Initial Complaint

  07/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Monday, June 22, 2021, Dolly heavily damaged 2 furniture items and we refused to accept them. When the Dolly mover arrived 4 hours late, he was alone, didn't have a second helper, and asked if we could help to move the heavy furniture. It's completely different than what we ordered Dolly delivery service with 2 helpers.After a frustrating back and forth process, On July 5, 2021, Dolly's *********** agreed to fully reimburse me for the loss in the amount of $2164.11 days later, the check never arrived. When contacted, they relayed the answer from the *********** that the check has been approved, but neither Customer Support nor *********** has "visibility to know when it will be sent out" I'm starting to feel that they're giving me the runaround and don't have any intention to follow through with the resolution. I'm at my wit's end with this nightmare and seeking assistance in getting my money back.

  Business response

  01/27/2023

  Greetings,
  
  After review, I can see that your issue now appears to be resolved, but please let us know if you still need assistance at this time. Thank you for your patience and our apologies for the inconvenience.
  
  Dolly Support

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