Molly L.

We are in the middle of a week from hell with U-pack. First, they did not deliver our trailer until 9:30pm on the date it was meant to be dropped off, so we waited all day to never pack. Basically, it's impossible to get a straight answer from anyone in customer service and they DO NOT abide by "guaranteed" times. We paid extra money to have a guaranteed delivery date to get our trailer and unpack in our new home (which is 16 hours away from where we moved from)... that was yesterday and still nothing. Even though we called numerous times at both the origin and destination centers, we were told first that our payment was late (even though they did not send us the link to pay until yesterday) and then that we didn't call early enough to schedule a delivery time (even though the previous two phone calls resulted in promised deliveries of 5pm yesterday), so we couldn't get our things. Therefore, we ended up spending EXTRA MONEY to buy an air mattress and towels so that we could sleep in our new and empty home. Today, we were told delivery would occur between 10am and 2pm. Just got the call that one of their drivers "quit just now" and so they can't get our belongings to us until late tonight. Our trailer has literally just been sitting an hour away from us for the past three days without any movement. Finally, when complaining to customer service, we were told "well it works for all of our other customers" - so clearly it's our fault... Also, no refunds have been offered. Do not use them. This company is disorganized, unprofessional, and has no national database to communicate within itself much less with customers. I will certainly never be using U-pack again.