Pretty terrible. I'd go one star but whenever I called, they were always friendly and helpful. Unfortunately, it seemed that everything they said on the phone wasn't quite true. They basically tell you whatever needs to be said to get you off the phone in a happy manner. I had three experiences with Pilot and every single time they didn't come within the 4 hour window. Once they even came a couple hours after. It was insane, really. My item was originally damaged at some point in the journey, with the delivery person even saying yea, the box looks messed up but I'm sure it's fine. Well, it wasn't. And then I had to return it and then schedule a pickup of the damaged item. So I had to take off 3 days of work for their F-up. The third time, when they were picking up the return, they didn't ring my bell or have me sign anything or even let me know they were there. I saw them take the item though (I had taken it downstairs since they don't bring things further than the front door) and took a couple of photos to document. Then I get an email from the store 2 weeks later saying the item was never returned & I was being re-charged. Oy vey. This place is a nightmare. I actually won't be ordering from the store again and would strongly advise against Pilot Freight Services, as well. read more

Totally useless delivery service. I cannot fathom why it should take 9 days to deliver a package from ErErlangerErlanger, Ky to Dayton oh? A simple 60 minute trip Up 75! What the hell is their appointment bullshit? Just bring me my package! Pilot = fucking idiots! read more

TRASH company. I ordered a 9x12 ft rug from Walmart and my order was delayed. I waited at home all day on the new delivery date, it never came. I contacted Walmart and was able to receive a refund and reordered the item because they claimed it was "lost in transit." For my second order (now being delivered over a month later from my original delivery date) I set up a delivery time (11am-3pm) and made sure I stayed home from work that day. I received a message from Walmart saying my order was delivered at 1:30 pm. I went outside and it was nowhere to be found. I called Pilot and their driver says they dropped it off at 12:30 pm by the mailboxes. WHY EVEN HAVE AN APPOINTMENT IF YOU ARE JUST GOING TO LEAVE IT ON THE SIDEWALK? Absolutely careless. I live in Central LA and stayed home to make sure the package is delivered safely into my apartment for a reason- idiots. Walmart is under the impression my order was delivered and signed for. They said whoever signed for it even spelled by name wrong. Pilot says they don't need a signature therefore never got one. I disputed the $400 charge with my credit card company who is just going to reach out to Walmart who's going to say "it was delivered" when it was NOT. But since Walmart has a signature on file (fake??) my cc company will probably not approve my dispute. This company is run be thieves. I have no proof my rug was ever delivered and I am out $400 which I cannot afford. Do not use this company and I wish the worst to everyone who works for them. Zero stars. read more

Purchased a refrigerator from Lowe's outlet. Delivery company is hired through Pilot. The bearded deiver named Abraham came in hot. Tried to bring this large read more

We have been using Pilot to ship our line of children's furniture from our warehouse in NJ to stores and consumers throughout the US for several years. It has been a constant struggle. To put it into perspective, we have over 13% damage rates on our dressers. The trust we've put into Pilot has not only cost us over $50,000 in actual damaged freight, the countless hours dealing with upset customers and Pilot's customer service, the cost of replacement merchandise and it's associated freight, but, more importantly, the damage to our brand's reputation exacerbated by social media. Anyone reading this may be asking, why do we continue to use these guy. Because from my experience, all the national providers we've tried suck. So, Pilot, you're not alone. Meanwhile, we continue to search for reliable, local, independent delivery companies in major markets who can do the job they're paid to do. read more

To be brief, item not delivered by company, poor communication, bad staff, unreliable, general liars. I ordered an oven from a store that contracts pilot for its deliveries. Had major issues. I called the store I ordered from and they told me pilot handles the deliveries and specifically my item would be being delivered by I guess their subcontractor, J&P deliveries. Google tells me J&P owns 1 truck and has 1 driver. I will tell you that they have 0 reliability and 0 customer communication. I took the afternoon off work, as my delivery window was 1-5. I planned to be home by 12:30. First the driver called me at 10:15 to deliver. I reminded him my delivery window was 1-5, and he said he would do his other deliveries first, and that was fine. The driver then called me at 11:55. I, again, reminded him of my delivery window, and said and I would be home in approximately 20 minutes. He said "okay", and nothing more. Ten minutes later I get a call from someone else (Cheryl) to reschedule my delivery, as the driver had left the area. They had moved my delivery window up to 12-4 and not notified me. The driver also never mentioned it. I called the driver directly and he said he would call me back and try to get my item to me. I called him back to let him know that I had arrived home, and he could come by at any point, and no one would pick up my calls. I called the store the item was ordered through. They said per the delivery driver/Cheryl they had notified me of the delivery window change (not true) and that I said I couldn't make the window and requested reschedule (also not true.) When I told the driver I would be home by 12:30 he simply said "okay" and I never knew about the change until after the driver had left the area. They also didn't note my final call with the delivery driver when he said he would try to deliver the item and call me back. They very best part, The store I ordered from also still had my delivery window listed as 1-5, but noted that per the driver, I had requested a reschedule. There was no window change. The driver could have waited 20 minutes instead of lying about me requesting a reschedule. Or if he'd told me he had a light day and asked if I could be there earlier I could have left work half an hour earlier. But every time I spoke to him he agreed with my delivery window and never said there was an issue with me being there at 12:30. Now I have no working oven, I've lost half a days pay for no reason, and I think I've also lost some faith in humanity. read more

Totally inept in providing customer service. Don't know how a freight shipping company can think it is acceptable for a customer to call them consecutively for 3 days and they have no idea where my item was. I ordered an outdoor shed from Walmart. In doing so, I paid a nice chunk of change for what was supposed to be 2 day shipping. Shopping turned out to be almost 4 weeks. To top things off, the customer service agent had the audacity to seem annoyed by me calling and told me, "you should try calling the shipper. They're the ones that's paying for the service, not you." read more

Worst freight company that ever was in business. I honestly don't understand how even have a license to operate let alone have customers like Purple Mattress or Sams. However, I really wish that companies like Purple Mattress, Walmart, and Sams would reevaluate the partners that it uses to deliver their products to their customers. The sad part is, Pilot Freight Services aren't likely to get in trouble, what's even worst is that they know that and exploit it. The delivery men are rude, and not a good representation of who I would want to work on my staff at all. I hope that they get what they deserve, and lose their contracts, especially the ones with the premium brands that they don't deserve. Message to leadership: Think and focus MORE on the END CUSTOMER'S EXPERIENCE! Not just your client's. I hope you get better because as of right now, you're horrible! read more

Horrible experience. They just never showed up with my delivery 2 days ago. I have sent 4 emails and called them probably 30+ times. I've never had them pick up the call and every voice mailbox is full. Truly, one of the worst customer experiences I've ever had in my life. read more

The lady that works customer service on nights is horrible! My package had been scanned in by their company the day prior to delivery in Spokane, but they canceled an hour before it was supposed to be delivered with no explanation. When I called the customer service after waiting on hold for 45 minutes....the lady tried to tell me they did not have my package and I had to contact wal mart. When I explained that it had been scanned in by them the day prior she began to get very rude and defensive and when I continued to try and explain she began yelling at me and cutting me off and then hung up on me! I called back and spent another hour waiting to talk to customer service and the same lady answered. When I asked if she was the one who hung up on me she said no and then gave me zero help refused to help me and then admitted that she was the one who hung up on me. I then asked to speak with the super visor who was also very rude to me. They both refused to give me any sort of identification or employee number so that I could follow up with corporate. I called the next day and you guessed it another hour wait to speak with someone. This customer service person was extremely nice and helpful and fixed my issues and she even gave me her hours and days she works for future reference. Unfortunately my relationship with the company was already soured and I will not recommend them. And the icing on the cake was the TV they delivered was somehow damaged and did not work! read more

I did not know about this company before. Their website is easy enough to navigate and select a delivery window, that is the only nice thing I can say. Delivery of Dec 28th was scheduled. Order shipped on Dec 21st, so everything seemed on track. I was home the entire day on Dec 28th, but no delivery, no call, no notification. I called that evening. After being on hold an hour, I hung up and tried again the next day. 45 minutes on hold and they told me, "it never arrived at the shipping facility". Phone call? nope, just no call, no show. I was told they would call me as soon as it arrived. Nope never happened. A week later I called again, and contacted the seller. The seller looked into it and told me it would be delivered Jan 8th. The text notification told me it was out for delivery, finally I would get my package! Then it was delivered! Oh, wait, it said it was delivered, and I was home the entire day, but it was not delivered. Now I've had multiple contacts trying to figure out what they did wrong, but I'm getting nowhere, they keep saying it was delivered to my address, but it NEVER arrived. I'm pretty sure, someone from pilot is enjoying my Birthday present right now. Super shady company, stay away and do not EVER order anything that ships via Pilot. I'm trying to get a refund at this point, but I'm not sure how this will go, as Pilot is saying it was delivered and so far the seller believes them over me. It's interesting that a signature was required for this delivery, but now that I'm saying it was never delivered, they are conveniently avoiding the whole signature part of the conversation. read more

no communication whatsoever, act like you're dumb for being involuntarily ill-informed. Failed to ask where exactly I wanted it then got irritated when I wanted to check my package prior to signing to assess any potential damage, etc. read more

This is the worst service I've ever had to experience. My package was never delivered to my house on the scheduled delivery day. I went online to have it rescheduled. They sent a confirmation that it would be delivered between 10-6 that day , I was signed up for text alerts. No one ever came by no one ever called, texted , emailed..nothing. Waste of another day waiting for my package which is crib for my expected baby. I have called and sat on hold For over an hour only to have the call end an no one ever answering. I have emailed multiple times and never received a response. Do not use this service. Update: rescheduled for delivery 3/5 between 10-6 received a confirmation and no one showed up AGAIN! Pitiful. Still no one has reached out from This company to make things right. I will continue to post reviews until my package is delivered or someone steps up and contacts me read more

Terrible. I ordered two cabinets over a month ago that have been in Pilot's hands for exactly a month today. They were supposed to have been delivered the following week, but were apparently misrouted and sent back to the warehouse where they sat until I called to inquire and was told they'd make a request for them to be sent back out and that I should have them within 3-5 days. That was weeks ago and still nothing. I did eventually receive an email in response to another inquiry from someone at the warehouse nearest me saying that she didn't know where they were exactly, but that someone let me know when they reached that warehouse. Tracking finally updated to show SOMETHING two days ago indicating that they were on their way to the warehouse they were supposed to be, which is what it still shows. I did receive an email the following day that they were going to a warehouse on the other side of the state instead and that they'd come to me directly from there and I should be getting a call. We'll see. Frustrated is an understatement. read more

I was worried with all the negative reviews I found online for this delivery company, but I had a pretty great experience with them. I ordered a couch and it arrived at their warehouse in Kent, WA on March 11 with a delivery date set for March 23. I emailed them to see if I could get it sooner (been waiting 4 months for this to get here, couldn't wait any longer!). They called me a couple days later and said they could for sure make that work. We rescheduled for March 16th. The delivery guys called the day before to confirm and gave a time frame between 11-3pm. They called again the next morning when they were about 40 mins out. Arrived on time and were super friendly and courteous in moving the couch inside, setting it up and getting rid of the boxes (I paid extra for the white glove service). Overall, very happy with them! read more

Absolutely the worst business I have ever felt with. How do they even stay in business? Why would anyone use them? There is not one part of their operation that is any good at what they do. It's like a bad joke to deal with these people. How they operate should be illegal. Did I mention how bad they are? One star is way to good of a rating to give them. read more

Ordered a powered screen from Best Buy. Got notice Pilot was the shipper. The day delivery was supposed to happen nothing did. I contacted the shipper and they gave me the phone number to the "local" distributor (50 miles away). I called them and no one answered. I left a message. Waited the weekend, called again, left a message. Waited a day, called, another message. it's been 8 days since I left my first message and 10 since the item was supposed to be delivered to me. I'd complain about customer service, but you first have to have any before you can complain. At this point I plan to contact Best Buy and say the shipper lost my order. Otherwise, why not reply for over a week? read more

Wow, how do you lose a pool table? Ordered one from Walmart on Black Friday, delivery scheduled for Dec 10-a bit long, but ok. On Dec 10, got a notice from Pilot that delivery was now scheduled for Dec 11. On Dec 11, got a call that they had lost the shipment. An hour later, the delivery status was updated to 'out for delivery'. Ok, figured they found it. Except it never came. On Dec 12, the status was still 'out for delivery' to be delivered yesterday. Called to get more info, and was on hold for 35 mins before hanging up-but not before hearing 30 recordings about their 'award winning service'. Really?! Sadly, I didn't have the option to choose a delivery company, but if I ever do, it won't be these guys. read more

I have never experienced such horrible business practices and ethics in all of my life. With everything going on, this company should at minimum try to provide some kind of decent customer service. Maybe even keep their site current with up-to-date, ACCURATE information and customers wouldn't have to flood the phone lines. Then wait for over an hour, only to get a rude agent that says the computer generates wrong dates and all appointments scheduled will not be honored. That is ridiculous! Well then at least update the tracking information in the system. My agent yesterday lied that she was connecting me to my courier, after I'd waited on hold for an agent for forty minutes, for her to NOT connect me with anyone and send me right back to the end of the cue. Had to wake first thing this morning, call and hold for almost thirty minutes, for an agent to hang up right in my face when I asked for correct information since she says "the system is wrong." COMPLETELY HUNG UP! She didn't give me the information on my delivery at all. I did not raise my voice to this agent or use any kind of improper/harsh words. But, I did express my frustration of not receiving updates on when my order is anticipated. I paid considerably for an assembly service that has now been canceled. And not rescheduled because of their horrible agents. Covid delays are not this company's fault. But their horrific customer service agents are. I will be leaving a similar review for this company everywhere I can including, all social media, and the BBB. I will also be sure that anywhere else I make a large purchase, I will be sure that company does NOT use Pilot Freight Services. read more

3 weeks to even pick up my cooktop. Waited hours on hold & no one answered any of my numerous calls. Left massive pallet I had to dispose of at my door unattended & no call ahead to me. Looking at reviews they average 1.4 to 1.8 stars of 5 stars. How are these guys still even it business!! read more

Do not ever choose this company. Ever. Unless you want to live a nightmare. They were supposed to deliver my mattress from a 10am-2pm window today and to call me with an update if it was delayed. No one ever called and it is 5:10PM and I do not have my mattress and will have to book a room at a hotel tonight. Will Pilot compensate me? Haha Not only this, but I have just wasted 2+ hours of my life on the phone today with Pilot 'representatives' who have zero clue where my mattress is, and who cannot even get in touch with any of their own supervisors or 'world trucking company' (who supposedly actually is delivering the mattress) to assist me. Plus their representatives like Tayan outright lied to me and didn't call me back with an update despite promising to do so. This is not a company- it is a joke. Stay FAR FAR WAY read more

DO NOT USE! This company is exceptionally unreliable. I got a confirmation email for a scheduled delivery, waited all day, didn't arrive. Then got a delayed second delivery date, didn't arrive then either. Still waiting one month later... read more

I ordered a $4000 TV/soundbar package from BestBuy on 6/17. The soundbar arrived three days later (it was shipped UPS). Unfortunately, the TV has been teleported to the Void of Doom otherwise known as Pilot Freight Services. When I clicked on the tracking button on the Best Buy website, it goes to the Pilot Freight Services website and informed me that the scheduled delivery date is 6/24 but also said that it was still "In transit" and currently at the Dallas Ft. Worth airport (I live in Florida). The day I checked the tracking it was already 6/26. How can it be delivered on 6/24 when it's not even in my state? I continued to check the tracking daily and nothing changed for three days. It's now 6/29, the day that Best Buy guaranteed it would be delivered and guess what? Yup. Still in DFW according to the tracking. After sending PFS four emails to their much touted supposed 24x7x365 support team, four days later I finally received a reply claiming that it had arrived at a nearby airport and will be "recovered" (whatever that means) the next day. They then informed me they would be calling me to schedule a delivery date (even though I already have two failed delivery dates already scheduled) or I could contact them to schedule a delivery date. Being proactive, I went on their website to schedule a delivery date/time. The only dates they offered me were 7/14, 7/21 or 7/28. Yes, literally an entire MONTH after I ordered the item. Now I'm stuck playing the stupid game with Worst Buy...uh...I mean, Best Buy, where they won't let me cancel/return these items because part of the shipment hasn't been delivered yet. Duh, I'm aware -- that's exactly what I want to cancel and get a refund for this. Soooooo much incompetence I don't even know what to say other here's your one-star review that you earned (wish it could be the zero stars you deserve), and I really, really, really, really, really hope you go out of business. I also hope Best Buy goes out of business for being dumb enough to choose you for shipping a $3700 TV. Off to Amazon I go to get a TV/soundbar delivered within two days. And then all these other companies wonder why the continue to be put out of business by Amazon. read more

Two guys showed up to deliver & install a washer & dryer we bought from Lowe's. They looked at the way they had to take them downstairs and said we can't do that. We don't have insurance if we get hurt. Who hires a company that doesn't have health insurance or worker's comp? read more

This is by far the WORST delivery experience I have ever encountered. My counter stools from Rove Concepts were supposed to have been delivered 2 days ago and no one has contractedme to explain the delay. Rove Concepts uses Pilot Freight Delivery Services to deliver their products, but unfortunately this company is unreliable. I have been usable to reach anyone regarding my delivery for the past two days. This also happened with my first set of deliveries also!! All of the negative comments you've read regarding Pilot Freight's unprofessional and unreliable practices are absolutely true!!! DO NOT USE THIS COMPANY. read more

If i could have given these clowns 0 stars I would - first time dealing wit them they lost my TV (coming from LA to Las Vegas). Second time they lost some expensive chairs coming from Sacramento -- after 2 weeks searching they located them in Indiana... Today they claim that they won't be able to get them to me for at least another week. DO NOT SHIP WITH OR USE this company - they need to be put out of business -- the faster the better. They are morons. Their tracking numbers are USELESS cause they don't scan individual packages but PODs -- what if your package was't in the POD? well then it will still be registered as having arrived somewhere.... read more

Didn't show up twice for scheduled delivery of a couch, didn't call or contact us when the delivery was missed, had to wait over 2 hours on hold to get someone on the phone, this was one of the worst consumer experiences I have ever had across any transaction I have ever made. If you are researching shipping companies, don't even think twice to scratch Pilot off your list. They are the cheapest for a reason. I am not sure what you are shipping, but it is likely of value - do not get cheap to save a couple of bucks and trust Pilot to handle the delivery. It's just not worth it. read more

A retail store in FL attempted to ship an item to my residence in WA state using Pilot Freight Services. The experience I had with Pilot Freight Services has been absolutely dismal and I wonder how they manage to stay in business. If Yelp allowed negative star ratings, I would've given them a Negative 3 stars. I contacted Pilot Freight Services by phone and email multiple times to attempt to track the shipment. For 3 weeks, no one there could tell me where the shipment was. They made no effort to contact me to provide updates; I had to call every time. They were unresponsive, incompetent, rude, unprofessional. None of this had anything to do with the current shipping situation but everything to do with a poorly managed company. After almost 4 weeks, I decided to cancel the order. This company will hurt your business. Stay away from Pilot Freight Services! read more

Now on day 4. The package has been blocking my front door for 4 days because I cant lift it. 10 more emails and 3 phone calls. I was promised the driver would be here between 12 and 4 PM. Now they are saying maybe by 5 PM but feel free to call back if he doesnt show or they could just cancel the pick up.UNPROFESSIONAL , DISHONEST AND INCOMPETENT! IF YOU CAN AVOID THIS COMPANY DO SO! read more

Absolute worst freight carriers in the industry. Being a truck driver myself I cannot imagine working for a company that just refuses to answer calls or emails of any sort. You will spend HOURS on hold just to have the call end randomly. I swear they don't have anyone working for them they're just machines that never answer. I just need a simple yes or no answer from them and I've spent 5 hours of my 11 hour driving time on hold just to be hung up on. I hope they either fix their huge issues or go out of business. Absolutely terrible. read more

I ordered a 65in TV from SamsClub with guaranteed delivery during my week of vacation. I thought that it was a bit odd that the tracking didn't update as often as I was accustomed to with other trucking companies but did not follow up. Finally the day after my TV was scheduled to be delivered and I hadn't received the delivery scheduling call (that showed on the tracking to have been made), I called Pilot freight. They didn't have a clue where my TV was at nor could give any info on where it was last scanned. I called every day for the week that I had available and they were never able to supply a delivery date (nor even say where my $1000 TV was located). Finally out of the blue on the 22nd day from shipping, a Pilot agent called to say that they had found the TV and wanted to set up a delivery. The agent also told me that the outer box was destroyed but the inner box seemed OK. You have got to be kidding... I refused it and now await a refund from Sams. One of the agents that I spoke with initially was supposed to have started the lost shipment process but that didn't seem to happen either. Do not allow Pilot Freight Services to load your merchandise if you ever want to see it again. read more

probably the worst delivery service I have ever experienced. If I could give them a negative 10000 rating I would. They left my delivery on my wet lawn while I was home. Never rang the doorbell, no contact from the company though the delivery was four days late. I will never order anything from any company that uses them again. You would be better served to pick up items on your own then use this company. read more

I had 2 orders from them for 75 inch TV's. First one was delivered broken, And the second one was supposed to be delivered on Aug, 2nd but still did not receive. Worst customer service. Y.L. read more

I spent over $1,000 on a custom hood for my car, after 2 weeks of nothing i called the company to see what was up, they informed me it was up to me to contact pilot freight to set up delivery (would have been nice to know to start with) I called, I should say I tried to call. for 4 days I used my entire 1 hour lunch break to sit on hold hoping an actual human would answer. never did. went online, set up a delivery and they never showed. Still can not get a hold of anyone, nor has anyone tried to get a hold of me. after reading all the other reviews I am terrified to see the condition it would arrive in, if it were to ever actually show up. I don't know if I just lost a grand or what but either way, before ordering anything from anyone who uses this "company" for shipping, LOOK ELSEWHERE. DO NOT USE. read more

Shocked to see this company managed to get more than 1 star. As a delivery company, they have time and again failed to do the thing they're hired for - deliver things. They've had two items of ours for over a month. They schedule, then cancel, then schedule again, then turn up with not enough people to take it off the truck, then take it back, then cancel, then repeat. It's mind blowing that this company still exists read more

Received my 75" tv yesterday that Sams Club shipped through Pilot Freight Services. One man unloaded the team list tv from the box truck, hinging it against the deck of the truck to get it to the ground. The driver kept making a point that my wife identifies the damage on the box...she did and took pictures of the hole in the box, about half way up. Unpacked tv to find that(and damage on box indicated this) a pallet jack had been driven into the bottom of the box, destroying the tv. Called Sams Club...they are sending another all the way from NJ. FedEx is picking up the broken tv today......costing Sams Club even more money. read more

Horrible service. Called since the tracking says I refused service and I've been home waiting funny enough time says at 4.30 p. when its only 10 am. I call them and they give me the all around Jennifer lead from hawthorn not helpful and very rude. They damaged my package and can't give me any information. Hope they could be hold accountable . What sucks is i paid for a storage container over 400 and now they left me in the air and they won't take responsibility. read more

If I could give no stars I would. Said they tried to contact me for a delivery, never did. I called I stayed on the phone for a hours (s) 5 to be exact only for the phone to hang up. after reading reviews how are they still in business and why would anyone use them. Company that I ordered the pool from used them. Still haven't gotten the $2000.00 pool. ‍ read more

Samsclub used this company to send a large order. Item was a gift that arrived 2 weeks late and it was destroyed during shipment. Everything on the item was broken. For a week we've been trying to schedule with Samsclub for return pickup. Although they are responsive on the phone, they are unorganized and unable to locate the paperwork they need. read more

Pilot Freight Services THE WORST EXPERIENCE EVER I made a order online for a 65" TV FROM WALMART thank God I called the shipping company because I was told that it will be left in the lobby I live in a big buildin I INFORMED them that I have a 1 MONTH YEAR OLD BABY and I can't make it so the lobby especially during this time THE MAN WAS VERY NASTY AND REFUSE TO GIVE HIS NAME HE SAID HE WAS THE SUPERVISOR I was told I can cancel my order because I wasn't able to MAKE IT DOWNSTAIRS... THESE PEOPLE ARE Disgusting!!! and everyone needs to know they do not care about anybody's lives. I understand that people can't make contact right now but the least they can do is leave it at my door. read more