EDIT: Aside from the nonsense described below, the customer service rep apparently DID NOT record…read moremy new address, which I gave her on the phone yesterday. She even confirmed that I would like her to update my address, I said yes, and then I received a call from the delivery driver this morning checking that my address is my old address (he was outside of my old apartment)! Seriously, wtf?
This service is useful and convenient, but the customer service is TERRIBLE.
The rep I dealt with seemed unable to answer simple clarification questions without a huge amount of attitude and bizarre miscommunications.
When she picked up, I told her that I can't log in to my account because password reset emails never arrive (and aren't in my spam folder, or anywhere else), so can I please just schedule to have my stuff dropped off over the phone?
She puts me on hold immediately, and then returns to ask me HOW I WANT MY PASSWORD RESET. I'm like, no, I don't care about that...I want my stuff back, can I schedule that on the phone?
She puts me on hold again. Then she comes back and says, "OK, when do you want it?" I ask, "When can I have drop-off? Can you give me some time slots?"
She tells me "6-8" tomorrow (Sunday) is available, so I say yes, assuming that means 6-8pm (it didn't).
Then she asks me about whether I would like to have the driver wait 20 minutes or schedule bin pick-up for later, and I ask how much it would cost to have the bins picked up later. It's $17, so I pick that option. Then she tells me that I can schedule that online or via phone.
I ask if I can't just schedule this later bin pick-up on the phone with her right now, and she gets confused and starts condescendingly "clarifying" about whether I am saying that I want my bins with my stuff in them scheduled later (instead of tomorrow). No, why would I be saying that, when we were just talking about scheduling empty bin pick-up??
And why doesn't it make sense to her that I want to schedule for ya'll to pick up my empty bins while we're on the phone right now, instead of having to repeat this nonsensical process all over again tomorrow or next week?
Then she walks through the time slots, and when I stop her to clarify when she says that my stuff will be dropped off between 6-8 AM (because I originally thought she meant 6-8pm), she interrupts me to start repeating the whole spiel, instead of just listening to my simple question for 2 seconds. What the eff? Please hire some better reps.