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Dolly, Inc

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Reviews Dolly, Inc

Dolly, Inc Reviews (4)

Complaint: ***I am rejecting this response because:
If this scenario had involved you instead of me, would you honestly accept that? Your "oh well" "we did the best we could" attitude is completely subpar in comparison to any other company I have experienced to datea $credit towards future use is a slap in the faceWe both know that I would never use this company again especially with how this situation was handledNo one should book a mover and HOPE that they show upThat's not rightDolly seriously inconvenienced me, my health, my possessions, my personal plans and my friends's plans for that weekendThis job spiraled far out of control and affected more than just my perception of your companyI agree, I was lucky to have had great help the second dayBut as I stated before, I originally did not need help on day of my moveThat I had covered until I hurt myself (BROKEN FOOT) the day priorI only needed help with large items on the first day and because of my condition on the second day, I needed help moving in my entire apartment.
This message originally read on 9/20/
Hi ***,Your situation and those like it are taken extremely seriously by our companyOur service is a marketplace that relies on contractors being available and willing to perform the scope of work for the price set and therefore accepting your posting. Even so, we work extremely hard to ensure that we have enough contractors on our platform, that they adhere to quality standards and that they meet customers' expectations to provide the best possible experienceWe do have corrective measures for contractors that exhibit poor behaviorIn the very rare event that there is an exception or other unplanned interruption and a contractor is unable to perform a Dolly, our Support team works very hard to find a resolution.
On 7/30, as you noted, it was the busiest moving day of the yearOur team did everything we could to find someone to replace the contractor who became unavailable, including offering to cut our commission and pay a bonus out of our pocket to the point where Dolly would have not just made nothing, but actually would have lost money on the job. However, even with these incentives, no contractor accepted your request on the 30thBecause the Dolly was not performed, no money was collected for the DollyThere was therefore nothing to refund.
A different contractor completed your service on 8/to your satisfaction - you having rated the Dolly out of stars and including a $tipEven for this job, because it was still a very busy day, Dolly completely cut our commission and paid a bonus to the contractor to create every incentive we could so that your job would be accepted by a contractorWhen it was completed, we paid 100% of what you paid us to the contractor and added an additional bonus that we paid out of our own pocketAfter contacting us with your concerns, we also refunded you more than our original full commission amount on top of this and then applied a $credit for any future Dolly as a sign of our commitment to serving you better in the future.
I do hope we get the opportunity to assist you again
Thank you,Tony A***Operations Manager
Sincerely,*** ***

Complaint: ***I am rejecting this response because:
-I did accept the contractor's request to start later and he still canceledI have no record of this because all conversation between any of the dollys was deleted off from my app
-i tipped the dolly mover for the following day NOT the day scheduledI was forced to accept help for the following day due to having a broken foot that was hurt from being forced to complete the move on my own the day priorthis has NOTHING to do with the movers I originally hired and neededI had no other choiceThis is one of, if not the biggest moving weekends of the yearI wasnt able to get another company to help me with less than hours notice. Sincerely,*** ***

Hi [redacted],Your situation and those like it are taken extremely seriously by our company. Our service is a marketplace that relies on contractors being available and willing to perform the scope of work for the price set and therefore accepting your posting. Even so, we work extremely hard to ensure that we have enough contractors on our platform, that they adhere to quality standards and that they meet customers' expectations to provide the best possible experience. We do have corrective measures for contractors that exhibit poor behavior. In the very rare event that there is an exception or other  unplanned interruption and a contractor is unable to perform a Dolly, our Support team works very hard to find a resolution. 
On 7/30, as you noted, it was the busiest moving day of the year. Our team did everything we could to find someone to replace the contractor who became unavailable, including offering to cut our commission and pay a bonus out of our pocket to the point where Dolly would have not just made nothing, but actually would have lost money on the job.  However, even with these incentives, no contractor accepted your request on the 30th. Because the Dolly was not performed, no money was collected for the Dolly. There was therefore nothing to refund. 
A different contractor completed your service on 8/1 to your satisfaction - you having rated the Dolly 5 out of 5 stars and including a $40 tip. Even for this job, because it was still a very busy day, Dolly completely cut our commission and paid a bonus to the contractor to create every incentive we could so that your job would be accepted by a contractor. When it was completed, we paid 100% of what you paid us to the contractor and added an additional bonus that we paid out of our own pocket. After contacting us with your concerns, we also refunded you more than our original full commission amount on top of this and then applied a $20 credit for any future Dolly as a sign of our commitment to serving you better in the future. 
I do hope we get the opportunity to assist you again.
Thank you,Tony A[redacted]Operations Manager

Hi [redacted],
I’m very sorry for the inconvenience that you faced. It's certainly our intent to ensure every single one of our customer requests are accepted by an independent contractor, but our service is a marketplace that relies on contractors being available and willing to do the scope of work...

for the price set and therefore accepting your posting. On 7/26 you were paired with a contractor for a Dolly to start at 12pm on 8/31. On 7/26, you changed the start time of the Dolly from 12pm to 11am, which the original contractor wasn’t able to accommodate so he was forced to repost. You were paired with another contractor on 8/26.   On 7/30, that contractor was alerted that he was required to work his regular job at 12pm on the 31st and asked if you were able to move up the time of your Dolly to earlier in the day so that he could still accommodate you. After waiting over 12 hours for a response, he reposted your Dolly for another contractor team to accept. Unfortunately, with such late notice, another contractor wasn’t able to accept the job until your time was updated for the following day. During this period, Dolly provided a bonus for any contractor to accept your job (at our cost) and continued alerting all of the Helpers until your Dolly was accepted and scheduled. On 8/1 our data shows that your Dolly was completed and that you rated your contractor 5 stars along with a $40 tip, and indication to us that you were fully satisfied by the service you received. As our service is a marketplace, your payment went entirely to the contractor who moved your items on 8/1. We received your email requesting a refund and we refunded you more than our full commission (e.g. we lost money on your Dolly) as well as provided you with an additional $20 credit for any future Dolly as a sign of our commitment to serving you better in the future.The money that you paid was passed directly to your contractor and, as they are an independent contractor and completed the work requested, we are unable to recoup the cost of the job or the tip on your behalf.  
Thank you,
Tony A[redacted]Operations Manager

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Address: 901 5th Ave Ste 600, Seattle, Washington, United States, 98164-2086

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