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July 2023 by Jessica Pitts
Been trying to contact them for over a week now because I ordered an item through Amazon and need to return it since I was delivered the wrong item. Amazon says it’s the shipping company’s problem and that I need to wait for them to contact me to schedule a day to pick up. I have received no word from them after putting in a customer service request three times and it’s not looking like I’m going to. “24 hour customer service”? I haven’t even gotten a minute of their time. Zero contact information on their website that is actually useful as well.
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July 2023 by Jeremy Wilson
Walmart used them to pick up a damged package for return and they lost our package and now is refusing to help us, so we are out the money because Walmart says they never returned it. Extremely rude and unhelpful. We were polite and just seeking help. If customer service is any indication of the way the do business, don't use them.
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June 2023 by S Rock
I had to stay home 3 days waiting for them to deliver a TV. 1st day was supposed to be between 9:00 - 1:00. They didn't show up. Second day when I called to check on it I was told that it was delivered. When I said it wasn't he checked on it and then told me the guy forgot to put it on the truck. Third day was again supposed to be between 9:00 - 1:00. I checked the tracking and it said it was delivered on the second day.I called at 12:30 and I was told it would be between 11:00 - 3:00 instead. He didn't show up until 4:30.
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March 2023 by Dawn Schoff
I am a truck driver and I want to acknowledge this place they are a very helpful and customer friendly company. Fast load and go..
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September 2022 by Sean
Over 1 month delay and have not received package ordered via Walmart . Pilot won’t pickup phone and all voicemail are full. Talked to their corporate and they said Dallas office stopped answering there phones and don’t know what the issue is. Horrible!Update: took 2 months to get my kamado grill, unfortunately came cracked in multiple places. Took them 1 1/2 months to come back and get it for a return.
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August 2022 by Kris
This delivery company is literally the ghetto. I was supposed to get a couch delivered from world market that took over 2 months of me going back & fourth with them to get it delivered. The orders all needed appts scheduled, it’s impossible to even reach anyone. The phone goes to a full voicemail. The driver that randomly showed up at my door with no warning delivered part of my sofa set, laughed and hung up on me when I asked where was the rest of the order. Now they are just saying it’s missing and I’m still waiting to see what’s next. Terrible company. Do not order from world market because they use this terrible company. Do not use this company. They are so unprofessional and unreliable. I will be filing a lawsuit if I do not receive my full order soon.
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May 2022 by P Man
TERRIBLE automation for customer service. Nearly impossible to speak to a live representative. Their website does not publish a telephone number for routine issues and problems. The number is available through a Google search but the automation will many time keep you in a loop that does not provide information requested. They advertise 24 hours customer service but that is associated with a form that must be submitted. Don't expect a timely response if you pursue that strategy as responses are extremely slow.
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March 2022 by Mark Wilkins
Horrible doesn't begin to describe our experience. Purchased a large item from Walmart who apparently uses these clowns to ship. After calling Walmart I was informed the item should be delivered some time over a 2 week time period. Now two weeks after the deadline and counting. Trying to get someone on the phone is virtually impossible. They do answer emails, but only to say they are not required to setup an appointment and no signature is required, which translates 'we won't tell you anything, go away'. Their tracking website is worthless as it says the expected delivery date is 3 weeks ago. Walmart is no help whatsoever.
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March 2022 by Jennifer LePage
I missed the initial call from the delivery drivers, however I was at home at the time of the delivery. They did not even try to knock on the door to tell me they were here. Instead, they dropped off an 80 pound shower door as well as a large wooden pallet right in front of my 2 car garage door so I could not get my car out of the garage. I tried to move the door myself and injured my back. I left a message with the delivery driver asking them to come back to unblock my garage door but of course got no reply. I tried to call the customer service number and it was ridiculous. The automated answering service kept looping me back to the main menu and would not connect me to a customer service representative. I tried to call 7 times with the same result. My impression was that it was an intentional run around. Terrible company.
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February 2022 by Mark Bellehumeur
Very poor company. I ordered from a California company and they shipped it out using Pilot Freight the next week to Dallas. I had no choice in the matter; they said this is their "Preferred" shipping company. Probably because they are bargain basement (you get what you pay for). I have been waiting for 8 weeks and the package is literally 3 minutes from my house. I offered to pic it up for them and they wont let me. They are horrible at customer service, and must treat their employees terribly for them to not want to work. They are of course blaming everything on COVID, but I received a package from China in less time... hmmm... they are worthless and avoid them at all cost
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February 2022 by Karin Mayberry
I placed an order through Lowes and they chose to ship with Pilot. I was given excuse after excuse after waiting for 17 days to get my package. No one seems to know where this package is and when they don't want to deal with finding out information then you are placed on eternal hold. I sat one hold once for 60 minutes just to see if anyone would pick up after not even being told I was going to be placed on hold. This place is a joke and obviously doesn't seem to care if you get your shipment or not. EXCUSES EXCUSES EXCUSES I would never hire them on my dime and I anticipate having to cancel my order and find another way to get the product I ordered.
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February 2022 by Matt King
Horrible delivery company. DO NOT USE PILOT FREIGHT! They lost my $4,000 Screen Innovations theater screen. They delayed for weeks with no notification or updates as to the status. I had to contact them numerous times and work personally with the 3rd party carrier in Austin, TX (Action Freight), another poorly run company, to finally get this shipped. After it was shipped to DFW I didn't hear anything, no updates from Pilot through all of this. Six weeks after I ordered the screen, Pilot removed all the tracking info from their site except they finally updated the estimated delivery date (which was two weeks later than the original deliver date). I had to call multiple times for them to tell me they couldn't get their containers unloaded. A two week backlog has turned into six weeks. No notification, hard to get in touch with them. I'm now at 75 days since the original order was placed. I literally could have walked from my house in Dallas, TX to Austin, TX, picked up the product and walked it back to my house in less than half the time it has taken this disaster of a company to figure out the logistics and provide customer support. Also, Pilot Freight doesn't even have access to as large an area of the country as one would think. They needs rely on cheap (poor quality) 3rd party companies. They are unresponsive. They do not care about the customer experience. They are unprofessional. They ruined Christmas for our family with their delays and lack of communication. This is the worst experience I ever had trying to get something delivered. I also spoke with Best Buy, who hopefully terminates their relationship with this terrible company, and they reordered the screen for me and are using FedEx now for delivery. Do some research any you will find out there is a number of products this company "loses". I've heard of at least four of these expensive Screen Innovations products being lost by Pilot Freight. Someone should look into this. I'm curious if it is just expensive Theater screens they are loosing or if they are also having trouble keeping track of cheaper products? In any case, the customer service is terrible. When I look up my tracking number it still says delivery expected 12/08 and all other shipping is and tracking info is blank. Guess what, not word from Pilot! What a joke these people are. If you have a choice DO NOT USE PILOT FREIGHT! Horrible all the way around!
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January 2022 by alpa patel
I ordered some patio sofa set and dining table.I got a delivery of part of my order last week, which was just the six table chairs. After the driver left, the whole order was marked delivered. I kept calling pilot numerous times and finally someone picked up who did not know what was going on. Without even investigating to see what happened, she tells me to call Sam’s club and have them replace my order. So I asked her “but what happened to the rest of my order and why is it marked delivered?” And she goes don’t worry, Sam’s has a lot of money and they will replace your order. What kind of customer service is this? Horrible experience. I don’t even want to give 1 star for this review.
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January 2022 by Adria Clark
Reading the reviews I thought it couldn’t be THAT bad….well IT IS! The local office is non responsive to calls so I had to email all my request and cc a national email address. The website is also horrible. I scheduled my delivery for a Tuesday and they randomly showed up at my home on the Thursday prior despite me scheduling. The icing on the cake is my order is completely damaged upon arrival. Unacceptable.
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January 2022 by Colton Bearden
I've had several shipments delivered from them where the box is clearly labeled do not stack/fragile. When the truck would arrive to deliver the package I would have boxes stacked on top of mine, mattresses laid on top of it (my parts are carbon fiber and easily damaged). I've had multiple pieces come in damaged and had to deny the shipment. I've contacted them multiple times on this issue and nothing has changed with future shipments. Unfortunately this is my only option for shipping with these particular parts. Please do better with your shipping couriers.
