I made an online purchase on Monday, 2/8/21. I Purchased a loveseat from a Traverse City Michigan store, that was to be delivered roughly 40 miles, to my home the next day (Tuesday). The only time window I could get on when to expect delivery was from 9am to 9pm. A 12 hour delivery window is ridiculous. Tuesday came and went and no delivery was made. I called to inquire as to why, and was lied to about the weather being too bad do make the delivery. The roads were clear, the sky was clear and sunny, and visibility was all the way to the horizon, and there was less than 10mph wind. They told me my delivery would have to be rescheduled for Friday 2/12/21, sometime between 9am and 9pm. Friday came and went and no delivery was made. I called again to ask why, and again was lied to about the weather being too bad to make a delivery. I spoke with Isabella. She hung up on me four times without resolving my issue. FOUR TIMES! I assured her that the roads were clear, the sky was clear and sunny, and visibility was all the way to the horizon, and there was less than 10mph wind. I was told that my delivery would have to be rescheduled for Saturday 2/13/21 sometime between 9am, and 9pm. Saturday at 9am I called to see if my delivery was scheduled, and I was told that the driver would contact me by phone. I again, spoke with Isabella, and told her that I would call every hour to find out the status of my delivery. She told me that it would be sometime between 9am, and 9pm. I called back an hour later, only to be advised that my order had been cancelled. I asked to speak with a manager, and was placed on hold for over an hour before I finally had to hang up, to take care of it myself. I rented a UHAUL at my own expense. Drove the 40 miles to the store that was holding my item, and picked it up myself. I drove it 40 miles home. Unloaded it myself. Moved it in myself. Unboxed it myself. Moved it to the right room myself. And returned the truck. I was able to accomplish in 2 hours, what Pick Up could not get done in 5 days. NO ONE at Good Guys gave a damn about me, my customer experience, or whether or not I actually received the item I purchased, and paid to have delivered. I waited five days to receive a delivery that was promised in 24 hours, that never actually got delivered. Their customer service people kept hanging up on me when I called, and would not under any circumstance offer me a guarantee of a delivery THAT I ALREADY PAID FOR. When they got tired of me calling and trying to hold them accountable, they just cancelled my order so they wouldn't have to deal with me. They are terrible, and NO ONE should do business with them, ever. read more

No same day delivery and no notification. Had to reschedule for 3 days later as that was what was available. Did not show up during the window chosen. No notification. Had to call and call center could not tell me when or if it would be delivered. After speaking to 2 reps and the Big Lots store I asked to speak to supervisor that informed me that I was in the queue next for delivery. I asked if he had more info than the other two people that I spoke to and he said they have the same info....Hmmmm they couldn't tell me anything....You need to fix that! Delivery came and they had the 2 pieces of a couch but one was the wrong piece. The two drivers husband and wife team went back to the store to get the correct piece. My husband tipped them $20 (we felt it wasn't their fault, drivers). We Called the store and they had the correct piece waiting for the driver. When the driver arrived he told the store manager that the piece they were telling him to take is the wrong piece. So they grabbed a different piece instead. The store manage didn't want to argue and felt they had eyes on what they needed and let them take it. It was the wrong piece. When they arrived again with the wrong piece I told the driver it was wrong. How could this happen again. He had eyes on what we needed. (This is a L shaped couch on side has a chase lounge and the other does not). He said he would be right back. We waited and when we felt he should have returned we called the store. The manager said he dropped off the piece but said he would be back tomorrow. What? So the task was never completed. We took off work for this, there is no tomorrow. Again on the phone with Pick up Now. They could not get the couch to us today is what I was told. They could not answer anything Else. They would have to reach out to the company that attempted the delivery. I told them I want my $95 back and my $20 for the tip I gave the drivers. Your team said they would have to research the tip situation so I sad you may place me on hold while you call the driver. They wouldn't. Your team told me that I paid Big Lots not them and I could get a gift card for the $95 and they would look into the $20 tip. That was 3 days ago. Delivery was supposed to be at 10am to noon on May 10th Tuesday. Today is Friday the 13th. I have since filed a claim with Big Lots to get my $95 for same day delivery back and they have reached out to Pick Up Now evidently to pay it as Big Lots is saying they paid Pick UP Now! I expect to get my $95 plus the $20 back! We had ti pick up the couch ourselves. So you never completed the simple task of delivering a couch! read more

I had a delivery scheduled for 5/15/2022, between 8AM and 8PM. I called your business at 1:29PM to inquire about the delivery time. I was told by the young lady that I would receive a call 30 minutes before the delivery. At 7:30PM I called your business again and was told that there was an issue with the delivery and that my product would not be delivered until tomorrow. I expressed my great dissatisfaction and explained to the young lady that I stayed home all day waiting for the delivery. I also told her that I want a full refund on the $95 delivery charge. She explained that I would have to call back tomorrow to discuss the refund and that she could reschedule the delivery between 2PM and 6PM tomorrow. I work a fulltime job and my husband has appointments in the afternoon. I am having to ask my son to be here for the delivery. I asked the young lady what her name was and she said, "Shenich." (?) She hung up on me before I could get clarification on the spelling of her name. I had my cell phone on speaker and my husband, son and my son's friend heard the conversation. They also heard her abruptly hang up on me. No one called, texted, or emailed me to inform me that the delivery was not going to happen 5/15/2022. I was told by "Alia Ally", via email that an email was sent, however, I checked my junk email and Spam email folder...no email. When I did call back the next day I was told my your customer service that I would have to cancel the order to get a refund. I reached out the store I bought the product from and was told I don't need to cancel the order for a refund. They have escalated my case and I will follow through. Update: I received 2 texts at 5:27PM informing me that my "Good Guy" arrived at the store and that the product was loaded onto the truck. The product arrived at the house between 5:45 and 6PM. I received 2 more texts at 9:14PM informing me of that same information. I received another text at 9:18PM informing me that my "Good Guy" has arrived at my house and will begin unloading my item. I received another texts at 9:25PM informing me that my delivery is complete. At 10:30PM I received a text telling me they would "love to hear about my PICKUP delivery experience." I'm a pretty easy going, positive person and I know things happen that are not in our control. However, everything that went wrong on this delivery was very much under the control of the business and the employees. It was SO evident that not one of them cared about the customer on this one. read more

UPDATE: My order STILL has not been delivered!! I had to call Pickup because no called me and now it won't be"delivered" until Tuesday 5/17!!!!! They too will not compensate me for my time or for breaching the terms of the original delivery time. I ordered a table on clearance from the Value City Furniture Dixie highway location. I was told that delivery would be on Sunday 5/15 between the hours of 10:00 a.m. and 12:00 p.m.. The store did indicate that that was an estimated delivery time, however, it is now 1:41 p.m. and my order still has not been delivered. I have spoken with the store on a couple of occasions and I have been told that it is a third party delivery service (Pick Up Now... don't use them either) and because it's a clearance item that I cannot be compensated for my time and that delivery will occur sometime before 8:00 p.m.!! From 12:00 p.m. to 8:00 p.m. is not an estimate... I have to stay in my home the entire day awaiting a delivery that was promised to be delivered between 10:00 a.m. and 12:00 p.m.. The manager gave this entire spiel about how they were even trying to decide if they were going to deliver clearance items are not due to competitors not doing so. He kept saying there was nothing else he could do... Then he should have put me in touch with someone who could do something... I'm the business manager where I work and I'm able to do just about anything to compensate customers. He then offered me $25 off on the NEXT order because it just wasn't worth it to him to give it to me on this order..... Yes that's what he said it was not worth it to give it to me on this order...$25 does not begin to accommodate me for my entire day but I would have accepted that but then to indicate that it's for the next order?!! So you will only compensate me if I return??? But I'm a current customer so just because I purchased my item on clearance my time is not worthy of being compensated now? So I'm only valued as a customer if I pay full price is what you're saying. If you truly want to provide customer service and show customers that you value them then you accommodate them now for their time and trouble.... Not as a lure to try to bring them back into your store. Finding a solution today would have brought me back into your store. This company doesn't "value" your time nor you as a customer once they have your money.... Do not purchase anything from the store. Save your time and go to Overstock or anywhere else but here. read more

I recently had the unfortunate experience of dealing with a delivery company that not only failed to meet their promised time frames but also provided an appalling level of customer service. As a customer who relies on timely deliveries, I am extremely dissatisfied with the overall service provided. First and foremost, the delivery company missed not just one, but two deliveries. This is completely unacceptable, especially when they had clearly communicated a specific timeframe for delivery. I had made arrangements to be available during those hours, only to find myself waiting in vain as the promised time came and went. To make matters worse, when I contacted their customer service department to inquire about the delays, they were dismissive and uncaring. One of the most frustrating aspects of my experience was the customer service representatives' lack of interest in hearing my concerns. Instead of genuinely listening and addressing my frustrations, they continuously repeated the same line: "It should be there by the end of the day." It was abundantly clear that they were not taking my concerns seriously, even though the promised time had already passed. What makes this lack of concern even more disheartening is the fact that the delivery company themselves were the ones who set the promised delivery time. They created the expectation, only to fail to meet it and disregard the inconvenience caused to their customers. This level of unprofessionalism and disregard for customer satisfaction is simply unacceptable. In today's competitive market, customer service should be a top priority for any business. Unfortunately, this delivery company failed to recognize the importance of addressing customer concerns and delivering on their promises. As a result, they have lost my trust and future business. In conclusion, my experience with this delivery company was nothing short of disappointing. The failure to comply with promised time frames and the lack of care exhibited by their customer service team has left me with a negative impression. I would strongly advise others to consider alternative delivery options to avoid similar frustrations and disappointments. read more

I purchased a crib and rocker from the pottery barn outlet and scheduled delivery for Tuesday between 2-6pm. On Friday night I was woken up by NINE missed calls from Sam and his moving partner all occurring between 10:20-10:45PM. (PM is not a typo, it was almost 11 at night). They said they had my furniture 4 days early and needed to deliver it and if I did not accept delivery immediately they would leave it out front of my house (I live in the city of Chicago) on the sidewalk. We got up and let them in the garage. The delivery was supposed to be to the second floor but I couldnt have them go up there as people were sleeping, so now we have a bunch of furniture stuck in my garage. The crib was delivered completely unwrapped and the rocker had one piece of Saran Wrap falling off. Both pieces of furniture are damaged. The crib has multiple cracks, chips, melted paint with permanent hand prints from leaving this in a hot trailer and carrying it unwrapped. It has a piece on the top now falling off. It is completely unusable and unsafe. I have never seen such negligent and unprofessional service both in terms of the delivery time and in terms of ruining my furniture. Also, pottery barn closes at 7pm, so I am confused why it took until 11pm to get it here. When I expressed this was unacceptable the movers said there was nothing they could do and left. They even tried to claim "it was like that" but were surprised when I showed them a completely different before picture. Pottery barn said the movers would wrap the furniture as part of their service and the movers claimed they brought it unwrapped because the store didn't wrap it. I refused to sign for the delivery, yet I received an automated text after asking for a tip for the delivery workers and to fill out a survey. All of this has been reported to the company via the survey and pottery barn has also reported on my behalf and I have heard nothing. read more

WORST EXPERIENCE EVER FOR ANY DELIVERY!!! Used as a third party suggested from Homesense retailer - its been a continuing nightmare and still dont have the piece of furniture I purchased for over $800..... Given a delivery date of 9/24 2-6pm and it was changed without notice to 3-7 pm and waited all afternoon only to call the guy driver of the truck and he clearly couldn't communicate where he was and why they weren't on their way with the piece of furniture. He said they didn't even get to the store yet to pick it up - this was at 6:45 pm. After waiting all day and no furniture delivery - I spoke to 3 people - tel rep and her dispatcher and Andrew, the driver. The dispatcher, Angela tells me I have to wait more for my delivery that day and couldn't seem to understand or get the point that the window of time had already passed...? I asked for compensation due to the hassle incurred and she told me two things - new day and delivery time and then tel rep told me her escalation mgr would give me a call...!!! Huh??? Now it's Monday, delivery was supposed to take place 10-2 today Guess what - No Delivery Yet! Spoke to Martin - after a 30 minute call, put on hold for 30 minutes only to be told " ur delivery will be delayed a few hours"...HUH??????? Oh and he could give me $20 for the inconvenience I have experienced... AWESOME HUH?? STILL WAITING FOR MY FURNITURE - YA THINK I WILL GET IT BY MIDNIGHT MAYBE??? WHERE ARE THE GOOD GUYS TRUCK DRIVERS - ANDREW & PATRICIO WIT( MY $850 Buffet FROM HOMESENSE in Braintree??? Thanks for the Delivery Suggestion - Homesense!!! WHAT A JOKE THIS COMPANY IS!!!!!! AWFUL TERRIBLE HORRENDOUS AND DESPICABLE - ALL WRAPPED UP IN ONE DELIVERY EXPERIENCE!!!! DONT EVER USE THEM - EVER FOR ANYTHING SAVE YOUR HARD earned money AND DONT WASTE UR TIME read more

I ordered a mattress from Big Lots in Columbus for a delivery window of 10 am - 12 pm. They missed that completely. I had called my son to come over and wait for them, but there was no call/no show. I contacted their customer service and the rep said they were running behind (aren't they always?) and they would be there "some time" on 3/10. I am currently hobbled with a fracture boot on my foot and using a cane to get around the house, plus on meds that make me sleepy. At 3:00 they finally showed. One guy asks me if I had a dog (no) and he and another dude bring the mattress to the 2nd floor for my bed where I am recovering. They don't replace the old mattress. They leave the new one still wrapped in plastic and take off. I ask, "Don't you set-up the mattress and remove the old one?" He explains the $95 charge is strictly for delivery. To take out the old mattress would be another $30. I pass. I call Big Lots back and they say usually The Pickup Good Guys don't even enter the house and just leave the furniture outside. Glad it wasn't rainy or snowy or that I had purchased box springs too. That would have been no fun humping all that stuff first up and then down the steps by myself (my son had gone to work and my wife off to an appointment). Bad foot and all, I did get the old mattress up against the wall. Which is where The Pickup "Good Guys" can go before I ever waste my time and money on "service" like this again. A U-Haul would have cost about as much and there would be pizza after it was all done. Find out who's delivering your stuff and what they DO and DO NOT do as part of the delivery. You could find yourself doing the bulk of the work. read more

Placed an order with Big Lots on 10/12 for "Same Day Delivery" on 10/14 between 8a-8p. Received a text message at noon on the date of delivery saying they were experiencing delays and no further correspondence. I called them at 7:30p to find out if my item would actually be delivered and was told there was a shortage of drivers but could reschedule for 10/18 when they will have more drivers available. 10/18 rolls around and I yet again receive the dreaded "experiencing delays" text message and get a call from pickup telling me there's a driver shortage AGAIN and the only date available to reschedule is 10/21 with no guarantee that my item will actually be delivered. I asked to speak with a supervisor but was told there wasn't one available at the time and they can only put in a request for a call back. I ended up being contacted today by a manager named Aaronique who told me there are teams working on it and that she will contact dispatch but was still unable to guarantee or confirm that my item will actually be delivered on 10/21. I just received an email from the same supervisor I spoke with about an hour later telling me she has confirmed there is a delivery team assigned and my item should be delivered within the scheduled time window. So here we are, the day before my THIRD scheduled delivery date, hoping and praying for my couch to actually be delivered tomorrow after being given the runaround multiple times. Save yourself the headache and never do business with this company. read more

Terrible customer service. I ordered two dressers and a nightstand from Big Lots and paid for delivery. I picked next day and was contacted and told first available would be Saturday between 2:00-4:00 (6 days later). Saturday came and the window of time came and went with no communication. i then reached out via the help chat for clarity. They informed me no one had "picked up the delivery". I didn't understand what that meant. After reading online I discovered that the company contracts delivery men and that no contractors were apparently available at that time. The rep then goes on to tell me that they have extended the window untik 8pm and that the delivery may not even happen at all that day. Two major issues...1. a customer ordering from Big Lots has no idea what Pickup is and their business format and is not educated on such prior to delivery service in which they pay for 2. If you tell a customer a delivery window and cannot adhere to it that needs to be communicated prior to the delivery time ending. Overall customer service could not give me any idea what time or even the day it would be delivered and offered no solution or money back. The business model is a decent idea but these HUGE issues need to be wirked out of this business will go under so quickly. read more

Amazing concept. Home Goods handed me a very easy to navigate card to have a large piece delivered that I purchased there. I never knew they offered this service...I followed the easy instructions and within 5 minutes I scheduled a pick up at the store and delivery day and time to my house. I could actually pick my day and time. They immediately emailed me with confirmation. Unfortunately, when the driver picked up my delivery he noticed that it was damaged. He called ME to ask if that was right, and did I know about the damage and I said no, please do not accept. He followed through with Home Goods and without me being involved he settled it out. I then called customer service for PICKUP. A very nice and very knowledgeable person answered, took my information and said she would call me back. Within 15 minutes I got her response and was refunded my delivery charge....Seriously, when does this happen?? I'm not sure if this is always their policy, but they did good by me. I would highly recommend this very professional company and also a big shout out the the delivery person. This is a new concept in delivery and obviously PICKUP is in business to please the customer....Thank you soooo much. read more

My PICKUP Good Guys were 5-stars for the service received. Brought my new reclining love seat and couch up 3 flights of stairs with the utmost care. They called from store and let me know when they were heading over. The lost star is for the online service. While booking was easy (booked on a Thursday for delivery Saturday) - I e-mailed with a question 4 hours before my scheduled service with NO REPLY. I called and was on hold for 20 minutes NEVER got to talk to a service rep. My booking was scheduled between 2-4PM and didn't receive a call until after 3:30 from Good Guy letting me know he was at store waiting on second helper. While I was pleased with the service and care of the Good Guys my furniture didn't start getting loaded into my apartment until 5PM. I wish I had got an e-mail day of service with who my Good Guys would be and a contact number if I had any questions. It all worked out, the online/phone customer service has room for improvement - but I was happy with the delivery guys and thankful for their time and care. read more