I needed help moving a single, large, heavy item. From their website and the initial forms I filled out, Dolly, seemed like a great fit for this need. I submitted a request to have two helpers assist me with this move. I listed my single item in the move details and was matched with a helper who was willing and able to assist with this. Everything seemed to be going great thus far.
Dolly, only permits you to request up to two helpers per job. I felt that three or four people would be needed to safely complete this move. As a result, I submitted another identical request to have additional movers help with the job. I was matched with another helper who informed me that even though I was paying nearly $80, they were receiving less than $15 for their services. As a result, they declined to assist me with this job and told me I would need to cancel it and try again. I did so, but got matched with the same individual who again told me that they were not willing to assist with this job.
I then contacted Dolly's support team to explain my situation and ask if there was anything they could do to assist me in finding someone to help out with this job. Shortly thereafter I received a very generic response only notifying me that job had been cancelled. When I checked my account, I found that not only the problematic job/reservation had been cancelled but additionally my initial reservation with the helper who was willing to assist me had also been cancelled. This was a very disappointing surprise.
I assumed this was the result of some sort of mistake by Dolly's customer support team, so I followed up via email to explain what had happened and ask for the initial reservation to be un-cancelled/reinstated. The response that I received again felt like a generic, canned response and indicated that my "moving needs are beyond the scope of what our Dolly Helpers are able to complete". If moving a single item off a truck and into my house is "beyond the scope of what Dolly Helpers are able to complete", then what type of jobs are Dolly's helpers able to complete?!?
I am now less than 48 hours from having this item arrive and I am scrambling to find a team to help unload it from the truck it will arrive on. I am extremely disappointed in my experience trying to use Dolly's service and strongly recommend for others to avoid their service to spare themselves from this same type of frustration.