I scheduled a mattress pickup through LoadUp for $114. The service window was 8am to 8pm, which is already a massive window, but I agreed to it. I rearranged my entire day to be available.
By 4pm I still hadn't heard anything, so I called. They assured me a crew would call 30 minutes before arrival. No big deal, I thought.
Then at almost 6pm, I get a text saying they "encountered an unforeseen scenario" and may not be able to complete the service. No crew available. I had been waiting for nearly 10 hours at that point with a mattress sitting in my kitchen and guests arriving the next morning.
When I asked for a refund, they told me their terms only allow a 50% refund if the order is canceled "this early." Let me be clear: they failed to show up, not me. They then said if no crew was found by 8pm, I'd get a full refund. I agreed and asked them to let me know either way.
At 7:45pm, with still no update, I had to reach out again. Only then did they confirm the order was canceled and that they'd process a full refund.
The entire experience was unacceptable. A 12-hour service window they couldn't even honor, zero proactive communication, and an initial attempt to charge me 50% for a service they never performed. Save yourself the headache and use someone else.
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LoadUp is a nationwide full-service junk removal and hauling company specializing in guaranteed upfront pricing online and dedicated customer support. Call 844-239-7711 or book online today.
