Pilot Freight Services — Local services in Aurora

Absolutely terrible delivery service and customer service. We were told delivery would be between 11 and 3 and they would call 30 minutes before arriving, which was perfect because we only live 10 minutes from work, so we could just leave work when they called to let them in. Well 3 o’clock came and no one ever called. 4:56 we get a notification saying someone is at our door- and wouldn’t you know, it’s the delivery people at our door and we never received a phone call. We leave work and at 5:01 my husband calls and explains the situation to the customer service representative- he puts us on hold as he tries to reach the driver, but the driver doesn’t answer. He does tell us however, that it shows it was delivered, but he said that was strange because they usually don’t do that without a signature. We get home and there’s no package there. At 5:15 we call them back and explain the situation again and tell them that there is no package at our house. This time a woman, says she will call the driver and call us back. At 5:22 she calls us back and says that it was accidentally marked as delivered and we need to reschedule a delivery time. I asked her if he could come back that day, since he never called. She says no he cannot because he is already in Castle Rock (a town that is 50 minutes away without traffic from our house- and we’re talking about 5 o’clock traffic on the busiest commute route). I said I have video of him at my door less than 30 minutes ago, I don’t think he’s in Castle Rock. That’s when she got snippy with me and said MA’AM. He cannot come back today, we can have him come out again tomorrow between 11 and 3 and I will make sure he calls you- he’s usually pretty good about that, so it’s pretty surprising that he didn’t- I will check his phone when he gets back. At this point I’m fuming, because not only does he NOT call me to let me know he’s on the way, but he shows up 2 hours past when he was supposed to, we called IMMEDIATELY when we saw the footage but they can’t reach him and then 22 minutes later I’m told he’s in a town that’s easily an hour and a half commute at that time- you can tell me that he can’t come back today (even though he should, because it was his mistakes), but do not get snippy with me like it’s my fault they screwed up and then lie to me. And then to basically say that you doubt he didn’t call me.. really? We stood by the phone all day, I answered every single phone call that came in, I have phone logs to prove too. The next day I never get a phone call from them- just a text message and they were late again from when they originally said. Absolutely terrible service. Highly dissatisfied with both the delivery personnel and the customer...

If I could give them zero stars I would. I actually could not believe company could be this unprofessional. I’ve ordered LVP through Sams Club. This is who they use for delivery. I asked to be called prior to delivery so I could meet them at my house. They didn’t. Instead they left two palettes of LVP in the rain, uncovered. I was notified via email that it’s delivered. I rushed home and was moving 61 boxes of laminate flooring out of the rain. In the process I found out that every single box that was on the bottom of the two pallets was scraped by the forklift, along nearly every box on the sides had damages as well. In their defense it could have been pickup company but considering my experience with them I’m putting my bets on Pilot. This is beginning of my nightmare with them. It took them nearly a month to pick them back. I can’t install damaged flooring. First they set the date without asking if it works with my schedule. Explanation-they don’t need me to be there I can leave it outside. So they expected me to move 61 boxes and leave outside for taking, almost 2K worth of merchandise, I don’t think so. Then they wouldn’t come on Saturday (my preference) since I’m working. Took them nearly two weeks to tell me this, even though if you are on the hold with this lovely company, that cheerful loop recording reminds you that they do offer Saturday service. Instead I had to block 4 hours out of my work schedule for them to pick up. When they arrived, guys were shocked over how many boxes they are picking up because, you guessed it, they didn’t tell them and they were not prepared. They told me they didn’t know and if they didn’t they would have brought pallets. If you can do yourself a favor, please choose someone else. They are a nightmare...

Seems to be a familiar trend given the multitude of other reviews here, but this is the biggest joke of a logistics company I've ever seen. I could do a better job my myself with my pickup truck.

Item was ordered in late November. Delivery estimate was early December.

Once a week past the delivery estimate we started calling. The first excuse was that it was still on its way from California. Second excuse was the same. Then they didn't know where it was. Then they "found" it on their loading dock and scheduled a delivery for earlier this week. Never came. Called again. They said their truck broke down, but made no attempt to contact their customers to let them know their deliveries would be late. Then we were told they got a new truck and that it would be delivered the following day "between 8 and 10pm". That never happened. Then they said it would be delievered "before 10am" the following day. That day is today. And I'm here typing this now at 1pm. I finally just got a call that they'd be here in an hour, and I have almost no confidence that our item will arrive undamaged.

We had to rearrange our entire schedules every day for almost a full week to wait for these clowns to not do their job.

Highly incompetent.

The only person who did a good job was the weekend support representative who expended a lot of effort attempt to track down where our order was. Everyone else at this company needs to find...