Dolly: Moving & Delivery Help Reviews

by Lawstudent 21

I requested help moving two items from 8.5 miles away and it took them 3 hours. My service window was 6-8pm. They started my service at 6pm. The helpers They didn’t finish until 9pm. When the helpers showed up at the location to get my items the lady forewarned me that one of the movers had on flip flops and they carried the items out unprotected. They arrived at my place at 8:29pm. Once in my unit I explained I wanted the wardrobe closet to go in first. The helper lost his footing and fell on my bed . He split my bed frame and never said sorry or offered anything for breaking my bed. He as well as his assistant and I heard the wood split. I instantly filed a claim. I received an email this morning that says it will take a minimum of 3/4 weeks before my claim was resolved. My items were already delivered late but your helper also broke my bed. Now I have to wait 3/4 weeks to get a refund is very ridiculous. I will never use this company again. If I knew that this was the type of service I would receive after paying $240 I would’ve kept my money.

by WritelySo365

What they don’t tell you is that when you schedule a move it’s not a concrete time and more of guesstimation window (think the cable company). I scheduled a move for three hours and never received a call nor text to say that they were on their way or delayed. I called customer service fivr times and despite my being polite and professional, two of those times I was hung up on in the middle of the call. The last representative that I spoke to rescheduled the move for later that day and informed me that if I didn’t hear from the movers at the time of the move that I was to call. So I called since I hadn’t heard from the movers and was on indefinite hold only to be told by a recording to leave a message and someone will get back to me. I sent a text to customer support letting them know that I never received any notification and that I wanted a refund. About thirty minutes or so later I received a text stating that the service was canceled and a refund was being issued. I’ll be checking my bank account to see if they follow through. If not I’ll be taking legal action. Worst customer service and company to deal with ever. Look for a more legitimate company.

by FooFighterchic

I really wish I didn’t have to write this. I bought a NEW REFRIGERATOR after 18 years I found one that I really liked and would work for my kitchen. It was in PERFECT CONDITION from the seller. It was moved into my home by (2) this app movers Who had some difficulty getting it through my small doorway’s due to the fact I have a very old house. After all was said and done and the refridgerator was in, one of the helpers who really didn’t talk to me was standing in front of the fridge as I asked questions. I figured it out after they left that he was standing in front of the giant dents that were made in the bottom portion of my new fridge. I had tipped them on the way out $50, only to realize this a few minutes later. I reached out to make a claim but it looks like it’s going to come down to their word against mine. I mean how do you prove it? I bought it secondhand although it was only a year old. I am so disappointed you cannot imagine. $2500 refrigerator dented & looks terrible ! There’s no one to talk to and there is no further information to find out what to do.

by JMFtwin

I’m sure this review won’t get posted but here goes. I bought a bedroom set from a well known furniture company that was scheduled for delivery on Saturday and needed to have my old bedroom furniture removed and out at the curb for trash day. The furniture salesman gave me Dollys business card so I called this app and they told me they would have someone at my house by 3:00 or 3:30. It was 1:30 do this was perfect. Well I never got an email or text to confirm so I called back. I was told they were having some difficulty scheduling someone but they could have someone there between 4-6pm. I said fine and waited. The time came and went and again no call or text. The next day I emailed them again and they told me they were still working on my delivery. They have a home office in Washington state so by now I’m very skeptical. I decided to google a moving company (only needed a dresser and nightstand moved) in the area and found one 15 minutes away. They were there in an hour and moved everything quickly and efficiently and called me when they were on their way. I will never call this app again or recommend them to my friends.

by Dramcm

I never give bad reviews. However, I got really screwed when I booked my 2BR apartment move with this app. I had booked it for 11am on a Friday and that day around 11:15 I called customer support to find out an update on when they would be arriving. The lady said that no one had 'picked up' my move. Which meant that no one was coming. What?!?! I was so angry. I had booked the move several days in advance and now she was telling me that there was no guarantee that anyone would pick up my move. I'm sorry, but that is ridiculous. Moving house is hard enough. At the very least, there should be some kind of notification on Dolly saying that you are not guaranteed movers on the day you request. I've used Lugg before and it was so much better and they do guarantee their moves. This was ridiculous. I had to call about 15 moving companies that day to find someone who could move me. Maybe Dolly would work for small moves but definitely not a house move since the timing is so vital.

by See07001

I’ve given this app two chances. The first time they were 3 hours late and offered me a $10 credit. Unacceptable. I was able to negotiate a $100 credit but no money back to my original form of payment. I was unhappy with this because I didn’t want to use them again.
The second time I logged in and started a job to use the credit. I was quoted at $64 labor. When I logged back in it said $165. It was the same day and I was looking for help a week later. I felt like Dolly was tracking my usage and each time i logged back in to complete the booking the price increased. The final
Price to move a small coffee table and small couch was $200. (The helpers were great , moved everything timely and quickly- in 40 mins from Lakeview to Logan sq in Chicago). this app then charged me $200 and my credit of $100 suddenly disappeared from my account. I’ve reached out twice with no response from the customer service. I should have been charged only $100 due to my
Credit. They do not have their act together. Movers are great- nothing against them. It’s Dolly and lack of customer service.

by The Free Trial Is A Scam

By a mile the worst experience I’ve ever had with any company for anything. After 48 hours had to go on Twitter to get a response from support to confirm “helpers” for a 2 bedroom apartment move. The initial assigned helper canceled at 10pm the night before the move. The second assigned helpers cancelled in the morning at the time they were scheduled to arrive. The third helpers were told by this app support that it was a much smaller move and only had 2.5 hours before their next scheduled this app. The helpers were able to move maybe 25% of my apartment and then had to leave. this app initially gave a full refund when they could not find anyone to finish the move. However, then recharged the full amount an hour later. After hours on the phone they promised to refund half of what I paid for them to put me in a terrible position in an apartment full of furniture desperately trying to find anyone else to assist with completing the move. Still haven’t received the 50% refund. Funny how easy it was to recharge and reverse and recharge before. DO NOT COUNT ON THEM TO SHOW UP OR COMPLETE THE WORK. Easily, the worst of the worst of the gig economy app grifters. Just ask your helper if they show up.

by Jess (Unhappy Dolly Customer)

We bought 2 recliners from big lots and their delivery service is through this app. This was by far the worst experience I have ever had with a moving/ delivery company! I had set up a delivery between 4 and 6 pm. I did not receive any notification from this app until 5:45pm saying that they do not have anyone to deliver our recliners. We sat around for 2 hours thinking our recliners were going to come! Once we called to reschedule/see what was happening with our delivery they said they only had one person available to help and they did not have a truck. Which was fine because we do and we’re willing to help with that. At 6:30 I get a notification saying that a this app was on its way to help us. Then not even a minute later that was cancelled and said that it was marked prematurely and they would reset it. We decided to just go pick up the recliners ourselves at that point and requested a refund because clearly this app did not have the truck or the muscle as advertised and their customer service representatives were all incompetent. You will get a refund quicker than they can deliver.

by Don912

I used this app last year to Move a mattress and it was the perfect experience..
So since I was already impressed, I chose them for my apartment move this year. I booked a month ahead of schedule with 2 helpers and put my mind to rest.
However, on the moving day, this app was unable to find me helpers so I had to keep calling them.. And the most important thing for you to know is, it doesn't matter if you book ahead of schedule.. How their system works is, they find helpers for you on the day of your move and they have no control over the helpers since the helpers decide whether they accept your this app or not.

So in my case, I was completely helpless and stressed out on my moving day and this app customer services kept asking me to push the time of my this app further away so someone could accept my this app. I was already a day late and had to be out of my apartment by the end of that day.. I eventually had to pay another professional moving company at the last minute and all the trust and the effort I put into reserving the this app was completely tarnished. I do not take time to write reviews for apps but since this was a nightmare of a moving day for me, I wanted others to know... this app is NOT AT ALL a viable solution for something like an apartment move. And if you want your moving day to be a smooth experience and not a stressful Freudian nightmare, go with another professional moving company. this app has a long way to go in that department...

by 55alexis247

I booked a this app today for a small studio at 12:30. I had a bed and a few boxes. It is now 4:30 and my bed has yet to be set up. I moved 10 minutes down the street and it took them an hour to load my stuff into a truck. The problem comes in when it took them 30 minutes to show up to the next location. I had told them my elevator reservation was only an hour. They were late, they showed up at the wrong dock when I sent them the address, they complained the loading dock was locked (it wasn’t), I had to get the front desk to take me to the dock to show me it wasn’t locked (other people were moving there stuff). They tore some of my bags. They left my bed off of the platform and didn’t fix any of the pieces (due to not having “any time”). When I called the help desk they said they would have someone reach out to me in 1-2 hours. When asked if they could give me an estimate of when the job would be finished; they said they couldn’t give me a time. I fly out tomorrow.I was on hold for 23 minutes with the help support. When I asked for a name from support they only gave me their initials R.M. So now I’m here almost 5 hours after a studio move 10 minutes down the street. With ripped bags and a bed that’s not put together.

by MCM_Power_House

To be clear, I did not have an awful experience with the workers. I had an awful experience with the management of my appointment. The workers were dispatched several days early and again one day early. I asked for a refund but heard nothing in response. I got a notice that I needed to pay the workers after the first attempt and couldn’t move any further into the this app app so I could contact support until after I paid the bill. I did so thinking that certainly this would get straightened out. I asked for a refund twice. Instead I received a call this morning, finally on the correct day, that my workers were trying to contact me. I explained that there had been a great deal of confusion and no communication and I needed to cancel. In response I was told that the cancellation policy was to require payment of half the cost. I was tired of dealing with all of this, in the middle of moving out due to a divorce, so I agreed thinking at least I’d get half of my money back. Now I see that not only was I charged half of the original price, I was ALSO charged for the full rate I’d already paid when I received zero help. I was so hoping to get the help I needed and was excited about this service, but it looks like the business requires further development.

by Knecht3

I had had success other times using this app but I had booked them to move me a few weeks out from my move. The day before the move I was waiting waiting for helpers to be assigned. Around 24 hours I reached out to customer service and inquired if there is risk of not getting helpers assigned. They said if I switched to a smaller truck they would find me helpers. Closer to 12 hours still no helpers assigned so I sent another message asking if someone could call me since this app does not offer a phone number to contact customer service. It’s either a text or email. I got no response and so I message again. No response. Day of my move I still had no helpers and no response. I had to bribe friends to help me out of my apartment so I wasn’t completely screwed. Will never use this app again. It’s a complete risk that you’ll even get movers and their customer service is abysmal. For something as important as a move, book through a local, reliable service it’s not with getting screwed by this app like I did.

by Tade M

I am extremely disappointed in this app’s moving services but I am even more frustrated with their lack of responsive and proactive customer service. After my 1 experience with them, I can tell you I will not even be looking at this app for my next move.
I scheduled 2 helpers to help with my move to Boston more than a week before my move. I only received 1 text message 24 hours beforehand telling me they’re working to schedule the helpers. I received no other communications until I reached out to customer service asking for the status of my helpers. That’s when they said they couldn’t find anyone for my move - this was 35 minutes prior to when my move was suppose to be scheduled. I called customer service again and they said they would increase the payout but I’m not sure they ever did. I should not have to be begging customer service to let me know what the status of my helpers are - that should be provided regularly ahead of time. With only 30 minutes left, I wasn’t able to find another company so I had to move myself in an apt building with no elevator. More so, I emailed customer service to let them know my experience and I received an unhelpful and irrelevant message back that showed they really didn’t read my email. It was a frustrating experience that I really hope others don’t have to go through.

by MiaWallac93

this app irresponsibly brokers mutually non beneficial arrangements for their own financial benefit between people who depend on their service and workers who depend on fair, stable income.

In other words, after I provided all the information this app asked for a within building move, upon arrival it was clear to my movers I had a MUCH bigger job that they could not complete. There is no chance I am the first to experience this communication failure. Through no fault of the movers (who also felt terrible they couldn’t help me), I was then put in a horrible position of doing the entire move by myself (!!) up several flights of stairs and too late to find alternative.

Then, after this app failed to help me completely, they sold my data anyway and I am being spammed by endless companies selling things to “help with my recent move.” I used this service before and it went… fine enough. But, now I see how harmful platform this is for workers and would not recommending relying on Dolly if you truly need help with a move. Or care about workers rights or your private data. And because I can’t resist being helpful, how about a bargaining/bidding system? And/or a focus group with movers to understand what THEY need to know to appropriately/fairly price and complete a move.

by Musicalmaddi

DO NOT USE. Unlike others, my helper reached out almost immediately after hiring. Made inappropriate remarks that made me uncomfortable. I brushed it off. He messaged that he was running one hour late. Later I get a call he’s running 2 more hours late. He gets there 3.5 hours after the schedule time and did not have an assistant. I hired 2 helpers but only 1 showed up saying he couldn’t get a hold of anyone so I’d have to help him. Yeah right, a 93” couch down a flight of outdoor stairs? Not gonna happen. I would have died. Even though he was late and alone, had I tried to cancel I still would have been charged $100 for a 1 helper job as the this app was already in progress. I was going to hire my OWN ADDITIONAL helper to come help us out because what I had set up was not what I got and we needed more help to get the sofa out as we had already waited close to 4 hours to move it. At this point I call customer service and they instruct the Helper to just LEAVE (and he did rudely) without doing anything. Abandoning me and the couch at Point A. Luckily the seller of the couch was amazing and went above and beyond to help us get it home. I understand stuff happens but I should have been refunded immediately and just given the chance to reschedule for when the job could be completed properly. Will never use again just stick with local guys to get the job done.

by Anne32812

I purchased a nice entertainment center from someone and didn’t have means to transport or lift myself. I called other companies but price was double. Someone recommended this app and it was half the price at $247. I scheduled pick up for Friday with a Cargo Van and no one picked up the job. After calling 2x and being told they would call back, I never heard a word. Rescheduled for Monday and the job was picked up. Driver and worker were very nice, however my entertainment center was broke in 2 different pieces. 1 area was told to me, the other was not. I saw the piece in person so I know it wasn’t there. Shortly after I called the this app contact number and reported the damage and was told they will file a claim and call me back the next day. I have yet to hear anything and now I’m left with a damaged entertainment center and no communication from the this app Contact Center. Hoping they will make this right as I can’t replace what I purchased. May give them a chance again I’m the future if they follow through to fix the damage. If not, don’t think I will be using them again. Communication is important.

by Jennwheels08

First time using this app and was really pleased throughout the entire experience. Until after my this app was complete and it was time to rate and tip the helpers. Dolly would not let me submit the rating because it kept telling me that I needed to rate the second helper. However, there was nowhere to rate the second helper. I felt the helpers did such a great job, that I really wanted them to have 5 stars, so I emailed customer service. After a few days, someone responded and said they could add it for me and to just give them the following information: 1) star rating 1-5; 2) tip amount and payment method: 3) any additional comments. I responded 5 stars and that I tipped each helper $20 in cash the day of service. The next thing I know, I have a $40 charge on my credit card! The customer service person CLEARLY didn’t read, or care, and went ahead and charged me for the cash tip I already gave the helpers. And now I am waiting for customer service to respond back and credit the erroneous $40 charge to my credit card. What a complete HASSLE.

by Pooperscoopersarah

this app is the 3rd party company that the store we purchased furniture from advertises. We looked into Dolly , and costs. For a last minute, prompt service, the prices are almost unbelievable. We purchased 2 couches, both heavy recliners. Dolly was extremely easy to navigate - you just select your pick up location and drop off. Unfortunately, the company we bought the furniture from had a pretty big mix up. They sent us 2 different colored couches. This meant that the this app helpers had to drive all the way back, get the issue sorted out, to just drive all the way back to us for the correct delivery. Not once did the helpers complain or become irritated. They were so helpful explaining that this has happened before and this app is great with making sure we as the customer are satisfied and that the ones at fault (the store in which they picked up the furniture) would have to cover the inconvenience and extra costs for the multiple trips. The this app helpers were professional, friendly, and prompt. I am so happy that something like this exists in the fast-paced world we live in today! Thank you

by Mensakaren

Our first experience with this app -which was recommended to us by a local real estate agent -was quite the test since we needed a China glass cabinet and a hutch & buffet also with glass -moved for us... it was recommended we request a box truck versus a pickup-which was amazingly no additional cost. our job wasn’t booked until early in the morning on a holiday but it was only posted around 5 PM the night before- The price to move on the holiday was the second cheapest day available over the next two weeks. We had an another quote from a different company recommended from the store where we bought the items but it was over $100 more and couldn’t happen until maybe two days later. The guys were very professional and courteous, detail oriented, experienced, careful and both spoke perfect English. Highly recommend the service after today’s experience!

by Ap1202

Highly recommended. I used this app to have a couple movers help with picking up an antique buffet the wife had purchased which wasnt thought out in advance as to how it was getting home. LuckiIy I came across this app and felt this service was just too convenient and expected a catch. 3 days later I gave it a shot and was surprised at the ease of Dolly and how user friendly it was and most importantly reasonably priced. The helpers were so helpful and good with all the aspects that are involved with moving: showing care for the item being moved, the area said product was going, being efficient, and providing excellent customer service.
Really wish i knew about this app last year when we moved.

by Illymay

Never Again! we used this app for the first and the last time to move 3 appliances literally 30'. While we were busy moving other items the movers scratched and dented our stainless steel fridge beyond repair. When we discovered it, the movers had the gall to lie and deny they did the damage! It was clearly evident they dragged the fridge across a raised countertop as they were moving the item and there was certainly not a giant dent before the fridge was moved. After going through the process of submitting a claim, this app says they will send a check for $300, because we did not buy additional insurance beforehand. Therefore, we are still left with damage because $300 will not cover a new fridge door! this app does not vet their movers, this is just an app that hires strangers with no experience or qualifications and leaves you to deal with less than reputable individuals. User beware, certainly expect to pay to extra for insurance if you have ANYTHING of value to move because you will need it!!

by Iamonig

It was our first time using Dolly , and it was a huge disappointing experience! We needed 2 helpers to help us load a moving truck for moving out of state. We booked this app as it was reasonable and convenient like that of Uber. Everything all set up and we even got confirmation from this app the night before the move. We felt good. Then on the morning of our moving day, this app contacted us 10 mins before starting time to tell us the schedule has been canceled due to NO HELPERS! It was our moving because our house was sold. We did not have much flexibility on timing to delay the move. Luckily, we ended up able to find two helpers at the end, but the sudden cancellation caused us so much stress and inconvenience!!! If you planned to use Dolly for little moving of furniture here and there, that’s probably ok. THINK TWICE THOUGH about booking this app with helping you with something major that’s time sensitive! If NO SHOW, you will be left to deal with the problems last minute. I have learned They DO NOT HAVE CONTROL on the helpers schedules.

by Stournour

The service that Dolly provides is great. However, my Helper had to adjust the price of one of my dollys after the job had been completed because the item was heavier than I had originally expected and this caused Dolly to glitch out to the point of being unusable. Every time I open Dolly or login online, the same message asking me to approve the price adjustment pops up. I try to accept it but every single time I receive an error message saying “data not found.” At the suggestion of this app’s customer support team, I have tried deleting and reinstalling Dolly at least three times and keep having the same issue. I cannot do anything in Dolly until this issue is cleared up and I have another this app scheduled within the next hour. I like the service but there are serious glitches that need to be worked out and the customer support team does not seem to know what they are doing in terms of tech support.

by Poiuytrewq1740

The helpers are great, but only if you can get Dolly to work. It has had bugs this entire 2019 and for the two times I’ve used this app for heavy furniture help, I’ve needed tech support to post my this app posts asking for helpers. I otherwise get an error message when I try to post my helper request.

I live in Redmond, WA. Does WA have anything against this app’s operations that cause Dolly to not post? WA did have issues with this app in the news. this app was told to stop operations and get licensed, but all I want is convenience, so I went right ahead and used their services again. The helpers didn’t disappoint the first time and that’s why I signed up for helpers again today.

I used tech support to post my this app listing. She helpfully posted it for me and she got me two helpers. What irks me is that I still cannot see my post in Dolly nor can I use Dolly to communicate with my this app helpers. It’s really janky. How am I going to tip the helpers?

by Andi5m

The movers I had scheduled were supposed to be at my apartment between 9-9:30am on Saturday. I texted my contact, a woman, around 9am to see when exactly I could expect her but no one answered my call. Forty minutes later at 9:40am I called her and again she didn’t answer so I left her a voicemail message. Finally around 10am she called with a sleepy voice and said they had had a flat tire which I honestly had a hard time believing. When I asked her when I could expect her at my location she responded “Shortly”. Shortly!
30 minutes went by and they still hadn’t arrived and when I called again she said it would take another 25 minutes. Finally after 2 1/2 hours they showed up. She arrived with 2 other people whose pictures were not photographed on Dolly . They did the loading fast but they hit a piece of my furniture, a television stand, to the wall and broke one of its shelves. Her name was Latarsha

by Alterodent

My this app "Helper" shows up 20 minutes late (he made sure to start the clock before he arrived), just in time to help me with the things that would require 2 people. He was unhappy about helping me move my sleeper sofa in, so I told him to take the lead and I would just follow his instructions. We got the sofa jammed in the door, and he told me to try to jam it through from my side. What I could not see, was that his side was pushing straight into the drywall of my new front hall, making a huge divot I now have to pay $150 for. Once the sofa got stuck, he looked at his watch and said the hour I had paid for was over, and he had to go to work, leaving me with a sofa stuck in my door and a fine I will have to pay. I had to get my girlfriend to come over, and we got the sofa through by removing the door, with no damage done to anything. Next time I'm getting professional movers.
Edit: my this app has since been refunded, so I'll bump the review up by 2 stars.

by Gognat

Overall the job that needed to be done was completed. My negatives are that I did not hear from my helpers until 5pm the night before. I booked my this app multiple weeks prior and did not appreciate the stress I had not knowing when or if I would have movers. I think 24 hours notice would be acceptable for future movers. In addition to this, my movers showed up in a pick up truck & Subaru Outback. Had I known ahead of time that I wouldn’t be getting an actual moving truck I probably wouldn’t have used this company. My furniture was not protected at all so weather conditions could have made my move not possible. Regardless the movers I had were professional and polite, and they got the job done in about 4 hours even with a pick up truck. I think this app should be more up front with their customers about what to expect and be more timely.

by Mamawilson901

We had a bit of a hard time getting scheduled for our move. We love a bit out of town and no helper’s were willing. The issue was, no one communicated what was happening. My husband waited an hour the first time we tried to schedule before he called and was told no one could be available. We tried again the next day, but this time I called in advance before going to wait and was also told no helper’s were available. I spoke to the store manager where I had made my purchase and he contacted Brian at this app. Brian immediately called to apologize and organized my move. They had my purchase to me that day. He came himself along with Garynn and waived the fee. All staff were friendly and helpful and I am very grateful. Will try them again in the future.

by 63Aussie

This was the easiest, fastest an hassle free thing I have done for my entire move the last 2 weeks... OMG why did I not google this earlier. If you are a single person an u don’t have anyone to assist you with moving, transporting items, don’t want to rent a truck an then have people promise I they would help an then bail... LoOK NO FURTher... this is what u need to do... less than 2 hours I had 2 pieces of furniture picked up at 2 different locations an delivered to my place with a 30 mile round trip in less than 2 hours.. an all I did was sit an drink coffee an watch on the map where they were an how soon it was before they got to me.. BEST MONEY I have spent... u have to use Dolly... i know Dolly is staying on my phone. John S an is assistant were OUTSTANDING 👍🏻👍🏻👍🏻👍🏻👍🏻👍🏻😁