My experience was infuriating after dealing with incompetent customer service, from both PODS and the supply company. All of whom can only apologize or tell you to cancel your order. Heres my story. I am planning a move from NY to Florida. There are 3 locations in NY that all required PODS (total of 4 PODS) These would then be combined and shipped to Florida. The first site was in Long island. I booked the appointment 20 days prior to delivery, and wanted morning delivery, and was told I that wouldn't be a problem. Pd first deposit, and delivery fees for 1 and deposit for 2nd POD, which was being delivered to 2nd location 4 days later.
10 days prior to the scheduled delivery went on line to PODS site, got phone # for moving supplies and ordered supplies with VERY SPECIFIC DATES. I had asked if the supplies could be shipped with the actual POD but was told no that supplies come from different location. I understood, then asked if they could ship to secondary address, was told no, they can only deliver to the address on PODS account. Understood, again I gave the required delivery date, and was told no problem. Famous last words. I ordered moving blankets, paper moving blankets; mattress covers on wed 4/20 for deliver on following Friday 4-29-11. Supplies are shipped from the PODS sponsored supplier 4-22-11 and supposedly arrive 4-23-11 I say supposedly because I received FedEx email message that package had been delivered. Please note I am on vacation while this happens. I call PODS on Tuesday (first day back from vacation) to let them know there are no products at my address. They tell me they are sorry, BUT they can't help I should call the moving supply people, upon which the customer svc rep gives me the wrong phone # & company. I take 12min on phone with wrong company (10 min on hold, 2 min live human being) to figure out wrong number. Call back PODS am given different supplier number. Call supplier and alert them to problem. I am told it will take minimum of 3-5 days to do investigation. After which they will reship the goods. (Problem is POD is being delivered in 3 days) Flash-forward to Thursday, at 5:30 PM receive email with ETA deliver time 2:45pm to 5:45pm on Friday 4-29-11. I immediately call and speak to 2 PODS supervisors trying to resolve problems, both delivery time and moving supply, 1st says will call local office and see what can be done and call me back. This does not happen. Call Friday morning to check status, am told they cannot get in touch with trucks, so all they can do if follow the slated delivery schedule. I speak to another supervisor and explain the above facts, no supplies, late afternoon delivery. I ask if billing date can be moved back 1 week as I am unable to utilize the POD at this time. The response is, PODs is sorry but there is nothing we can do, I should just cancel the POD. At this point I cancel the POD, which miraculously is cancelled from the trucking route within seconds! (So much for not being able to get in touch with the truck.) I am also told now there is a cancellation fee as well as admin fee fo $195.00 Wait it gets better!!! The second supervisor Maria, who is handling the moving supplies says she will call back, which she does at 3:15PM on Friday after the ALL Pods have been cancelled. She would like to know if after the investigation is complete do I want the moving supplies re-shipped. The sad part is the concept is fantastic, if only execution wasn’t so terrible. On a good note there is a FANTASTIC moving service with competent people called Men on the Move. Spare yourself the aggravation and incompetence of PODS!!! It is definitely not worth the little money you may save.
Tom from NY
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