Pros: Kind and courteous staff Cons: Damaged product with forklift Rescheduled delivery did not show up in the system (Don't know what happened...." Re-rescheduled delivery missed time slot, shipment was not on truck There is a large disconnect between the customer service and the core business functionality. The company is flawed and poorly executed delivery and logistics. This probably leads to to their great customer service they hire to support the logistical ineptitude. Bearable if necessary, but look elsewhere for a logistics comapny read more

BEWARE!!! Please stay away at all cost. Pay more and use a different company. There insurance coverage is crap also. I used so many companies and never had such a bad experience with a freight company. Shipped an item to a client (good size crate) and shipped it with in the same State i live. Tops should of been 5 business days delivery but after 20 days client contacted me and told me his still waiting to hear from the fright company. After calling and calling i got a ran around and no one new what the hell is going on and then finally after 30 days they told me crate has been lost and they dont know where it is and what happen. Basically item got stolen by them and i cant do anything about it. read more

Worth shipping company in the US History, they have the worth customer service, they steal your merchandise. Please don't use pilot service. read more

This company is a total sham. First package was damaged. Got obvious damage to my property when they picked up the first damaged package. I requested 2 people to pick up and they sent one. Instead of sending the 2 I requested, one person came for the pickup. I saw the delivery guy on my security camera dragging the super heavy furniture across my porch. Immediately went out, told him to stop, took pictures, filed a claim. And for MONTHS they strung me along like they cared. Wasted time getting estimates and was denied for no other reason then them saying the driver said he didn't do it. Even though I have him ON FILM. This is coming from the claims manager Christian. read more

Horrible service! Everything on their website/promo during wait time in the the phone is a lie! Tried numerous times to call, waited and waited to finally have the line suddenly be cut. 24 hours service?? BS!! Updates on delivery 3-4 times a day? Nope!! Sent emails as well seeing as it's impossible to get a hold of them... No response! .. To add to all this my package has been in their possession for a month!!! Highly unrecommended! read more

Add my negative review to the list. I ordered a TV from Panasonic and after being rescheduled twice I just received a call saying they don't actually know where my television is located. They assured me they would find it and call me back...and you guessed it, I never received a call. Now I'm on hold waiting for the operator to help me (all the while I'm using the day off I took because I had to be here for the shipment). Bottom line, if you have a critical item to ship or receive, avoid Pilot at all costs! read more

Scheduled delivery day arrived. I had taken the day off for the delivery. Halfway through the day the delivery date was changed to a week later. So I am out $300 for a days pay on a $314 item! Looking at the reviews it appears this could happen again. I hired a off duty police office to wait for the item and video tape the delivery next week........ this could get interesting! Customer service was VERY rude, I have them on tape as well. read more

My wife and I ordered a plasma television from Amazon, that CEVA logistics obliterated upon delivery; and then left before we could finish opening the box to see the damage to the back screen. I immediately contacted Amazon, who also immediately sent out a replacement television; with one request from me - don't use CEVA again. Pilot Freight delivered this television, early in the four hour delivery window, and we watched them the whole time from the front window from the moment the truck stopped. The delivery personnel that handled our order took time to take the television off the truck, and carefully carried it to our door. They brought the television in and located it in the room we wanted, unpackaged it, and made sure it worked. They were super friendly, and had everything in order to grab the destroyed plasma, still in its original box/packaging bag, and return it to Amazon. We left the old box open in case there was an inspection process, and then offered to tape it up ourselves. The Pilot guys said not to worry, provided their own packing tape to securely seal the box and verified we didn't need anything else; while taking the new televisions box and packaging out for disposal. An absolute night and day difference from the first delivery! They did their jobs with a smile, courtesy, and efficiency. I am giving them a 5 star review for our experience, because I honestly can't think of how it could have gone better. They even gave us tips on the final set-up of the television which helped quite a bit! read more

Very satisfied customer!!! Got my patio set earlier than expected and A HUGE thank you to the delivery guys for all their help !!!

Absolutely god awful service. Spent my entire day waiting for someone to pick up my package. Made a scheduled appointment for 9-1, never showed, they then said 3-5. Never ever even showed up. They even asked if I could just leave my very large and valuable package outside. Called multiple times and they gave me all different estimated times. Wouldn't recommend there service to anyone. If you end up having to deal with them, I'm sorry but your day will be wasted. read more

Well, I received a call confirming my delivery on 8 am - 4 pm appointment. I called a few times to confirm and now 2 hours later the item arrived at 6 pm! All I can say is why would Dell or any other business employ an operation that cares so little about the customer experience? I will never buy a product that needs to be shipped by Pilot. I didn't receive an apology or explanation. Horrendous customer experience. read more

Had an appointment for today between 3 and 7. Was informed that I really didn't have an appointment, it was computer generated and that my item was still in a trailer in their yard. I left work 3 hours early---losing money at the busiest time of the year, just to wait for nothing. Now they say they'll call tomorrow to schedule an appointment. And what, I get to take time off of work again? Not a way to run a business. read more

Everything that every person who gave them a 1 star rating said is true. This company is the absolute worst. They changed my delivery date 3 times and then couldn't tell me where it was or when it will actually arrive. Customer service was beyond rude and hung up on me. They obviously have been trained to be this way. read more

We ordered something from Lowes and they shipped it by Pilot. They are now 3 weeks late + we can't even return the order on Lowes end because they don't have the product in their hands + tracking system on Pilot end is horrible. Their contact us form, has never gotten me an email reply. Thier 24-7 hotline has never been answered. read more

Absolutely awful experience. Rude csr couldn't confirm the delivery nor presence of my kayak already a week late. Kayak shows up the next week. Wrong kayak. Another rude csr still clueless on where my kayak is or if they even have it. Will never use them again. Anything shipped to me through this company will be immediately canceled. read more

I Use this service all the time as it is our companies preferred shipper. 3 out of 10 shipments are damaged beyond repair almost all boxes out of 10 show with holes , and scratches. I would not recommend this service to anyone wishing to receive undamaged goods. Pay the extra amount and use the major carriers. read more

Pilot Freight is the absolute worst shipping company I have every experienced. This has been a nightmare and its still not over.

So they gave me a time of delivery window of 9-9. Had my neighbors watching while I was at work, waited the rest of the day. No show, no call, told first by the office that they couldn't find my house, then told that they didn't put my delivery on the truck. 3 experiences with them, all horrible. Why in the world do businesses use them? Must be cheap. Unfortunately ordered something on-line, didn't ask about who they use for shipping, my item has been in their wearhouse 45 miles away for 3 days, no one can tell me when it will come. Ugh. read more

Was texted the appointment of Tuesday between 1500-1900. The driver called me at noon to say he was in front of my house. I told him about the delivery window and he basically said, "too bad". I jumped off the phone to find someone to get over to my house and accept this delivery. I found someone and when I called the driver back he stated he had gone to my neighbors to accept the delivery. I told him to stop as I have someone on the way. Very un-professional operation. I would not recommend them and I will avoid doing business with anyone that uses them. read more

Hands down the absolute worst "White Glove" shipping I have ever experienced. Over $8,000 in damages to two custom pieces of furniture.

So I recently had a TV delivered to them as part of Amazons Enhanced Scheduled Delivery service. I didn't know what to expect, but when I found the Yelp page, I feared the worst. Good thing I braced myself - because it was just as described here. Everything I received from them was automated via email, and I had a 12 hour time slot of when a delivery was scheduled. I ended up taking work off because it was possible to have it delivered when I was at work, well that ended up not being necessary. I also never received a phone call 30 minutes prior to my dropoff appointment. When the two man team (at least there was two of them, as the email mentioned) brought in the TV and began unpacking it for me, there was a HUGE hole on the side of the box. Yikes. They start freaking out in my living room, and I demand they write it down and document it. One of them is literally panicking at this point - I get it, but talk about unprofessional and not the experience I want unfolding before my eyes. So before we even get the TV unboxed and check to make sure its working, one of the guys asks me to sign off on the delivery.. we haven't even tested the TV to make sure it works yet, let alone even plug it into the wall! The automated email I even received from the company told me to refuse to do anything until I validate the TV is in working order. Then they start to tell me they have another appointment they really need to get it, and start worrying about that. One of the guy takes a work phone call in my house. Keep in mind we still haven't validated if the TV is in working order yet, and I have two people freaking out. So we eventually get the TV plugged in, and the remote turns on the TV but doesn't seem to respond to any other functions. At this point, one of the delivery drivers just packs up the junk and goes and sits in the car, leaving me with just one of the guys which is fine I suppose. I end up looking up a Youtube video of how to pair the remote because the guy (supposedly a TV/Home Theater specialist who delivers these TVs and sets them up for a living) has literally no clue on how to do it, okay I get it - every TV manufacturer is getting more complicated and has their own wacky remote but it's a little disconcerting that this dude is just willing to give up on the spot. The dude wants to get the heck out of there at this point, I believe it may have only been 10 maybe 15 minutes so far into the delivery at my house, definitely not like hours upon hours. He starts telling me what a long day he has had, and this supposed next delivery he needs to make. I don't know how it can be that important that he gets there urgently because my time window was from 9am to 9pm, so I imagine they aren't sitting at the door waiting for it and probably have absolutely no clue that they are about to show up. I end up accepting the order (somewhat regretfully / uneasily) and the guys take off. I make them take pictures of the damage on the TV box and note a small marking that was on the TV right about where the hole was and write that on their delivery slip so they are accountable for it. So in the end- I had no idea that I was dealing with this company when I purchased through Amazon, and it ended up being as terrible as everyone says it was. I would never willingly have them ever ship me anything, I would have rather helped the UPS guy or Fedex guy carry it to my door and handle everything else myself. read more

Not even a star! Their crappy reviews are true!!They gave me a 4 hour window to receive my stuff, never called, never delivered. Next day-same thing. I will NEVER buy online from Walmart again. I'll definitely call Walmart corporate and lodge a complaint. Lousy business people. read more

My review is literally the same as everyone else's here. Ordered a 75 in TV from Dell. Saw "pilot delivery services" was my courier. Cool, never heard of em. Big deal.... So 4 days past delivery date I call them. They inform me the TV will be "delivered tomorrow between 10-4". I take a vacation day and chill at home, install the wall mount, run some HDMI, awesome! At noon I get a call informing me it's on another truck and they'll call me back with another delivery day, well that sucks, but it happens. Four days later I get a call informing me they'll be there in an hour. Uhhhh, I'm working and can't make it? Who does that, and seriously, wtf. I tell him to reschedule, he's rude and tells me I'm refusing delivery. "You refusing the delivery?!?!" A week later I call to find out when the reschedule date is, go to the pilot website and it says they've made 3 attempts to deliver and each time I'm not home. HAHAHAHAHAHAH. Yeah, I'm super into paying 1300 bucks for a TV and not answering my door. It gets better. I call Dell to REORDER and explain their shipping company is fraudulent and incompetent, they ship ANOTHER ONE. The original order was placed on July 4th. My replacement arrives today. FINALLY! WHEW! I inbox it. It's beautiful. Besides the completely smashed corner and caved in screen, it looks fantastic! Worth the one month wait! Now I have to box this POS back up, have the most pathetic, how the hell is this place still in business PILOT come pick it BACK UP, and cancel my order. Dell, sorry but you use complete bottom of the barrel garbage to deliver your goods, I'm done as a customer and will cancel my order tomorrow. read more

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worst customer service i have ever dealt with first package came in pieces and the second was supposed to be delivered a week ago and i still havent heard anything from them , I have wrote emails and called numerous times to just be on hold for hours at a time and still not able to speak with anyone read more

If I could give no stars, I would. This company is absolutely garbage. I ordered a hood for my car and unfortunately it was shipped through pilot. I was given the bare minimum of tracking information, saying that it was picked up in California. I live in North Carolina. When I called, this happened twice, I sat on the phone for 2 hours each time for someone to tell me they'd call me when my order was ready to be delivered. Turns out, it was sitting in a warehouse about 30 minutes from my house for over a week. I never heard from anyone and the lady on the phone told me I didn't have to set up an appointment for the delivery. After all this waiting, my package arrives. The box is almost completely destroyed, the sides are ripped off and it basically just falls open. I unwrap my hood and there is a pretty noticeable crack in the carbon weave. Clearly they don't care about what is being shipped through them. That hood alone was worth over $1000, not to mention the $200 shipping charge. I'm very dissatisfied read more

We had a tv delivered today. We asked the gentlemen delivering the tv to remove their shoes as to not track dirt onto carpet. They ignored our request and we ended up with black grime on our carpeted stairs. My husband reached out to the office manager. The only solution offered was for her to come to our house to clean the mess in 5 days. Such poor customer service from delivery to follow up. With so many better delivery options available do your self a favor and do not choose Pilot freight services!!! read more

My shipment was scheduled for delivery at 3 pm. Today your driver called me to try to deliver it early; about 4 hours early. I have a job and other people I know have jobs. I had already made arrangements for someone to be there for 3 pm. The driver called me at 10:24 am then again at 11:08 am. I spoke to him at that time( the second call) and said that the schedule is for 3 pm and that I was at work. He said he would just wait until 3 pm. He called back at 1:50 pm. My 15 year old niece arrived at home at 2:40 pm. He wanted to deliver while she was there. I told him again the arrangements were for 3 pm. At 3:05 he said he was leaving because an adult wasn't at the house yet. My brother arrived to meet him at 3:07 pm. Then he said he wasn't trying to rush anyone. Neither one of us has a job that we can just leave like that. This doesn't make sense. I really feel stalked and stressed by the delivery man. Then I noticed that the delivery exception has 4 pm. How can he have attempted at 4 pm. It's only 3:28 right now while I'm writing this email. Plus he actually did deliver at 3:13 pm? He would've left at 3:07 pm without delivering and said that he tried at 4 pm. I just can't believe this! OD UPDATE 01/29/2015 16:21 Delivered on 01/29/2015 15:13 (Local Time) EXCEPTION: ATTEMPTED DELIVERIES:NO ONE HOME 01/29/2015 16:08 EXCEPTION: ATTEMPTED DELIVERIES:NO ONE HOME 01/29/2015 16:08 OUT FOR DELIVERY 01/29/2015 11:46 RECOVERED AT DESTINATION 01/28/2015 12:47 IN TRANSIT 01/27/2015 03:22 TENDERED TO CARRIER 01/26/2015 22:00 PICKED UP 01/26/2015 22:00 PILOT DESTINATION ALERTED 01/26/2015 15:55 SHIPMENT DETAILS TENDERED TO PILOT 01/26/2015 15:55 WAITING FOR PICKUP 01/26/2015 15:55 APPOINTMENT SCHEDULED 01/26/2015 15:55 If I see Pilot as the delivery company, I will not buy from that company read more

package came with a huge chunk out of it. I wasn't home, so my relative signed for it, and now I'm stuck having had it "signed off".

this company is awful, not sure how a company the size of dell is using such a poorly ran shipping company, customer service is awful. made my shipping appt during the day and paid someone to be there to make this as easy as possible, and when I call at the end of my 4 hour window they tell me that I didn't schedule the morning window I chose the evening one? they wouldn't let me talk to a manager and after 30 minutes they put someone else on the phone who tells me I am making up the time I scheduled and that if I have any other issues to take it up with dell what a joke of a business read more

I'm still awaiting a response to email sent to Pilot Freight Services as shown. Please review Walmart's email below that says "Subject: Shipped and arriving 10/23" and "Arrives by: Mon, Oct 23". I accepted Walmart's sales offer with the item arrival date at my home of October 23, 2017. The offer also stated "Sold & shipped by Walmart". Your company sent to me a link to schedule a delivery date of this shipment. The earliest date your company makes available is October 30, 2017. Your earliest delivery date is seven days past the contracted date. I expect to receive the shipment October 23, 2017 as the contract between Walmart and myself dictates. If the shipment is delivered after October 23, 2017 it will be refused unless the terms of the contract have been renegotiated between Walmart and myself. read more

Unfortunately, our company entrusted Pilot Freight to handle sixteen ecommerce shipments with specific direction for the customer to sign our documentation and return to us with the invoice. This was agreed to and confirmed by their sales representative and 2 separate customer service representatives prior to booking the shipments. After-the-fact, we were advised their drivers failed to follow instructions and we would not receive our "Proof of Delivery". Without the POD, we cannot invoice our customers. The EWR branch manager, Susie Azevedo, apologized and offered to send the delivery drivers back to get the signed documentation...we received nothing... except invoices. After multiple conversations, they got tired of the situation and stopped returning phone calls. Out of complete frustration, we contacted Ms. Kim Gajewski (Regional Vice President) and Mr. Gordon Branov (Chief Executive Officer) who, again, apologized and stated they would cancel the invoices. Now, we are being threatened to send us to a collection agency. What a joke. This company does not follow through on any commitments, has incredibly poor customer service skills (from top to bottom)... Our experience with Pilot was pathetic, highly unprofessional...and cost us business...Stay away... How do companies, like this, stay in business? read more

Pilot does deliver! You may have to schedule delivery several days out, but I've always found Pilot to be reliable. The item is delivered at the time and in the condition expected. The shipping business can be very unreliable, but Pilot has delivered as promised every time. Thank you, Pilot! read more

HAVE FUN - THIS IS A QUIZ! So it has been 3 weeks since we ordered our 65 inch Vizio TV. See itinerary. See if you can tell what is wrong. There are points, so do your best! OUT FOR DELIVERY 12/13/2016 3:56:07 PM SACRAMENTO, CA US ARRIVED AT PILOT LOCATION 12/12/2016 5:45:36 PM SACRAMENTO, CA US RECOVERED AT DESTINATION 12/12/2016 11:19:00 AM SACRAMENTO, CA US IN TRANSIT 12/11/2016 11:09:00 PM HAWTHORNE, CA US RECOVERED AT DESTINATION 12/9/2016 2:02:00 PM SACRAMENTO, CA US IN TRANSIT 12/9/2016 2:49:00 AM HAWTHORNE, CA US PICKED UP 12/9/2016 12:15:00 AM CITY OF INDUSTRY, CA US DRIVER DISPATCHED FOR PICKUP 12/6/2016 8:44:23 PM CITY OF INDUSTRY, CA US WAITING FOR PICKUP 12/6/2016 1:09:00 PM CITY OF INDUSTRY, CA US SHIPMENT INFORMATION SENT TO PILOT 12/6/2016 1:09:00 PM CITY OF INDUSTRY, CA US I you noticed that it took Pilot Freight 3 DAYS to pick up the TV, you get 10 POINTS! If you discovered that it was shipped BACK to Hawthrone after it was here near our house in Sacramento, you WIN 10 POINTS! The next one is harder, if you discovered that it was OUT FOR DELVERY and we did not get it, that is 80 POINTS! Wow, we were home so it was not a 'no one was home' type of BS excuse. Oh and 10 extra credit points, if you noticed that I said it has been 3 weeks yet the itinerary does not cover a 3 week span, that is because VIZIO and/or Amazon did not process our order for two weeks. :( END QUIZ! How did you do? Probably better than the above mentioned! ______________________________________________________________________________ Okay, so we are still waiting on our TV. I think they lost it again. Also customer service said that they could not deliver it (Pilot) and need to 'find someone else to deliver it'. Pilot asked me if "someone else had called us to make arragments to deliver it?" AWWWGGGG! I said, "No, not yet." No call today, then I see that IT WAS OUT FOR DELIVERY today. But no TV. OH, one more EXTRA CREDIT OPPORTUNITY (10 points)! Guess what I am thinking now? ANSWER: It will be broken, and busted up when it arrives and they will play ignorant - which should not be difficult as they are so completely incompetant! I enjoyed writing this, thank you for reading it :D read more

Very poor communication. No 24hr call ahead, 7hrs before someone callsme back, THEN they transfer me to the wrong number and I have to wait many more hours....ridiculous!! read more

I have found that Pilot Services here in Albuquerque are horrible to deal with. At first they seem helpful but then they will just leave you hanging with no answer. They can't even email me back to say they can't help but instead ignore emails. Not a company I would ever do business with! read more

Customer service is impossible to contact and they don't return phone calls. Dishwasher is nearby, but cannot arrange to pick it up to get it by the date promised by the seller. read more

The Absolute Worst Company I've ever had the misfortune of doing business with. On two separate occasions they messed up a pool table delivery. Not only did they give me someone else pool table, that was half the price of mine, they keep lying about picking this pool table up and delivering the right pool table to me. I had to continually call to the point where they stopped answering my calls. Rude, unprofessional, down right crooks!!!!!! Buyer Beware!!!!! I'll never do business with this terrible company again!!!!!!!!!! read more

This company has been sitting on my package for almost a week. They won't deliver my package and won't return but phone calls

Here's the thing. After finding out my safe was being delivered by Pilot, I did some research and looked on here and was horrified by the ratings and by what I'd read. Add to this the fact that it's a very heavy (300lbs) object that I was hoping against hope to have some help carrying up the two flights of stairs to my apartment door. The delivery was booked for a 9am-1pm window. I tried to call customer services (main line and local LAX line) starting at 830am, to find out if there was anyway of narrowing the window, or at least getting an estimate from the drivers, so that I could arrange for a friend to be here to help when the safe arrived. Those efforts were totally wasted. I was hung up on a few times and the people who did answer where unhelpful to rude at best. So I wasn't hopeful. Eventually, I got a call at 1245p from the driver saying that they were running late but would be there by 130-1p. They were very apologetic. They arrived right at 145p. None of my friends were available (at this late notice) to help carry this thing up the stairs, so I asked politely if they'd help me, with their dolly, get this thing up my stairs and they were happy to. I showed my gratitude for their service with a compensation to help them have a lovely lunch. So points lost to customer service, but points recouped by the very helpful, courteous and professional delivery guys, Thomas & Giovanni, out of the Hawthorne, LAX depot. read more

Had a large package delivered, very heavy. I received a notice of two different delivery days, it came on a different day. I received notice that I would get a phone call at time of delivery, it would be delivered outside on porch or in the garage. I did no receive a phone call, a knock on the door nor did they even ring the doorbell. I was also informed that I would have to sign for the package, of course that didn't happen either. The package was left in the drive-way. read more