Pilot Freight Services

Rude and incompetent employees says lot; not about the employees, but about the employer

Its so terrible service
I lost my sofa
and then I contact company
But I can't talk anyone noone receive phone call

This is terrible buseness ever!!

I ordered something online back on the 5th of December. According to the place I order it from, they transferred the order to Pilot in Dallas on the 5th,

It was in transit, and their website shows the Delivery Appointment was made for the 13th of December... No Call and No Show on the 13th....

Since then, I've made a couple of attempts to call them, but it just Rings AND Rings AND Rings...

No Delivery, No Answer, No Customer Support, No Customer Service!!!

Hey Pilot.... I will just cancel the order from the place I ordered, and get the item from a company that doesn't use your Delivery Services!

Incredibly upset with Dicks Sporting Goods and Pilot Freight service and likely will not purchase anything further from Dicks and I will go out of my way to never use Pilot again. I paid $150 for shipping on a kayak that was supposed to be delivered on July 29th. After several calls to Pilot Freight speaking with three different representatives as well as speaking to several of Dick's agents and trying to use their online tools; no one has a clue where my order is or if it will be delivered. Pilot reps told me they have a whole section of a warehouse with kayaks that cannot ship because they don't know where they are supposed to go; talk about inspiring little to no confidence. At this point I am hoping to at least get a refund, especially for shipping, since this has just become a ridiculous debacle.

Horrible communication and customer service. I have been waiting for my order and a update. Delivery scheduled twice, still waiting on a dock check from a week ago. each time I call promised a call back that I never receive. This is the worst company ever!!!!

Seriously the worst shipping company ever. Made a 5 hour window for delivery, never showed, when i called customer service they kept me on hold for 10 minutes and dropped my call. Never got a notification saying it was running late or giving me a new time and now my order says IM THE ONE WHO HAS TO RESCHEDULE??? Bitch give me my expensive ass furniture and have the common decency to update people using your services.

Purchased a small appliance and this was the shipping vendor that the seller used. Ship time was a bit slow for today's standards, but it's a larger item so I get it. It was about a week and half from order to the item arriving at the local distro center. They auto scheduled a delivery appointment that worked and I anxiously awaited. A few hours past the scheduled delivery window I was still waiting and followed up with their call center. After a brief hold I spoke with an agent and was transferred to the local distro who informed me the package hadn't been located and loaded. They would need to reschedule.... Ok... try to reschedule for the next day and they're booked so two days later it was. Fast forward to delivery date #2 and I'm once again on the phone after the appointment window has closed and awaiting status only to find once again the delivery did not make the truck and would need to be rescheduled for tomorrow.

Some words of advice-
Do what you say- I've made myself available for delivery, follow through
Communicate- Sh*t happens, but a heads up and a solution that doesn't require the customer calling in to inform you of an issue would help alleviate the friction

Will update as this unfolds further

Scheduled deliver online 10 days ago. They were supposed to deliver merchandise today, but when I called they told me it did not get load in the truck because they were painting their floor and freight got moved around. If I have not called for a more precise deliver ETA I would be still waiting like for the delivery. No ones decides to paint a floor out of the blue. Situation shows how disorganized this place is.

Abysmal. That's how to sum up this company in one word. It's difficult for me to fathom how this company remains in business. Failures abound from the website, phone system, customer service, etc.

Facts. These cannot be disputed. For some reason a 49'' TV had to be delivered from the manufacturer directly to me via Pilot Delivers. They called me a week or so after ordering the TV and scheduled a 5 HOUR WINDOW for delivery. (PS, Comcast only uses 2-hour windows nowadays). After having made arrangements to be available and not make appointments or take calls during this time on a weekday, they completely ghosted me. No calls, emails, etc. When I was finally able to get through to a real person after trying 5+ times, the lady said systems are down and they cannot get through to the Chicago office. They said they will call me. Of course they never did. I was somehow able to schedule another 5 HOUR WINDOW and was again ghosted. Best Buy attempted to intervene on my behalf, which resulted in Pilot opening up an impromptu window and calling me after the fact. This time an email was sent.

Website. Probably the worst designed website I've ever seen for a logistics company. The information on the website doesn't even match the automated phone system (eg, option on website for dedicated Best Buy customer phone number but not one of the menu items on the automated phone system). If you spend enough time on the website, there is a way to re-schedule a delivery window, but of course that ultimately meant nothing because they ghosted me (twice).

Phone System. Whoever put this together should be fired immediately. It is inconsistent in terms of offering a callback instead of waiting on hold, offering a vmail or simply ending the call.

Customer Service. Ghosting customers multiple times; lack of any meaningful communication. Does it really matter if the company does anything else well if they cannot simply communicate?

How does the company maintain corporate accounts with Dell, Best Buy, etc.? Surely FedEx, UPS, DHL, etc. can deliver a 49'' TV???

Worst shipping company ever. 3 weeks and still no product. I scheduled a delivery 4 times now. Had to stay home from work to sign and never showed. First time they say they lost it in the warehouse. Next, they forgot to load it on the truck. Next, they forgot again.
Look at the ratings for this company. How is it still being used?? Still waiting....