Dolly Customer Service Issues

I have been waiting for over an hour for assistance. The movers sent did not bring the right size truck, which resulted in my sofa being torn while maneuvering down the stairs. Now, the sofa is hanging 5 feet off the back of a small pickup truck with only one blanket and ties that are damaging the fabric, leaving imprints in the velvet. I am facing a torn sofa with marks that render it unusable. I spent $[redacted] on this move and now need guidance on how to receive compensation for the damages. I provided accurate information, so I am unsure why the movers thought such a large sofa could fit in such a small truck. My plans for a photo shoot tomorrow at noon are now in jeopardy due to this situation, impacting my business.

I have hardwood floors at both locations and need 6 chairs instead of 5. I have scheduled two helpers and a cargo van. My order details are below. On Tue, Aug 3, [redacted] at 9:01 AM I received an email from Dolly with my Dolly number AW277212. I will receive an email when my Dolly is scheduled with a Helper. Most Dollys are scheduled in less than an hour. Helpers will wear masks and practice social distancing due to COVID-19 precautions. Dolly Details: - Dolly Number: AW277212 - Date: Tuesday, August 3, [redacted] - Requested Start Time: 12:30 PM-1:30 PM - Helper Count: 2 Helpers - Total Cost: $[redacted] - Damage Protection: $5 Additional Items: - Chair (Dining): 1 - Table - Dining (Medium): 1 - Side Table: 1 - Rug (Medium): 1 Location Info: - Both locations have hardwood floors - No stairs or elevator involved Cancellation Policy: - There are fees for late cancellations - 20% fee for cancellations with less than 24 hours notice - 50% fee if canceled after Dolly has started Thank you for using Dolly!

I had booked a Dolly service to move an x-large desk and a matching console from Facebook Marketplace. The booking reference is DT [redacted]. I made a payment of $[redacted] through PayPal (transaction number 1RU65575SC993590T) for the service. Initially, two men were scheduled to move the items on Friday, October 22, [redacted], between 10:00 am and 10:30 am. However, the seller claimed the console weighed [redacted] lbs. and the desk [redacted] lbs., raising concerns about the process. Later, a Dolly customer support representative contacted me to inform that four men were necessary to handle the desk and console. They rearranged the move for Saturday, October 23, at 11:00 am, charging an extra $[redacted] through PayPal (transaction number 2H[redacted]P344981F). Despite the additional payment, only two movers and a child appeared for the move, causing confusion and inconvenience. The seller highlighted the lack of preparation and tools on their end. As a self-employed individual, the unexpected delays and lack of proper assistance impacted my work and daily routine. I am anticipating a timely resolution and refund for the inconveniences faced during the move.

I have arranged for a pickup of a couch and delivery and removal of additional items scheduled for December 3rd between 10 a.m. and 1 p.m. However, the funds will only be available in the account provided after 1 a.m. on December 3rd. Can you please confirm if the pickup time can be secured despite the payment availability time? Please contact me at 97 8 [redacted]. Thank you, Patti G. from Amesbury, Massachusetts.