Pilot Freight Services

Address:	14558 167th St, Jamaica, NY 11434, USA
Phone:	+1 718-995-5800
Site:	pilotdelivers.com
Rating:	2.2

Location

Photos 16

Reviews 5

Parrish Chin

I had a delivery scheduled for Mar 31 and my item never arrived. I made an order a week earlier for a $4,000 television. Two days later I get call from a blocked number telling me I need to schedule an appointment. The call cuts out before I can take the number down and since it was automated and blocked I have no idea who to call. I contact the retailer who sold me the TV and get an order number. On my own I find Pilots webpage for tracking orders and I find there is a way to schedule a delivery appointment online. Despite my freight already having arrived at JFK, I am not allowed to schedule an appointment earlier than a week later. So I wait a week while my TV sits at JFK (10 min away) where any number of things could happen to it. Delivery day comes and Pilot makes you schedule a 4 hour window for them to deliver so I choose between 3 - 7 pm. I notify my building that a large package is coming, reserve the elevator, and leave work early to be there when it comes and make sure the item is in good condition. When my shipment fails to arrive I call the number provided to me as we get to the end of the 7 pm window. A customer service agent based in Illinois tells me they are sorry for the inconvenience and to wait while they try and get a hold of someone at JFK. They notify me that the office is closed and everyone has gone home. I tell her all I want is for you to call me back tonight to let me know the status (even if there is no change) so I can know if I need to schedule more time off work, etc. I am told that I will receive a call back shortly. After waiting over an hour I call back. Someone picks up and quickly hangs up. I call back several times to no response. After this I try calling the national number 1-800-HI-PILOT. A representative tells me they cant reach anyone either but they say there is a note in the system to call customer back in the morning. Problem #1 - Delivery was not made. This is unacceptable. I would at least expect a phone call telling me what happened and how sorry they were. Nothing at all. Problem #2 - There is no communication between the Pilots franchise in JFK and everyone else. The Illinois franchise that shipped the item, Pilot corporate, the retailer, nor myself could reach the person who had my merchandise. This could be a direct reflection on the way that franchise owner (Tom Cain) conducts business, but I would hope corporate management would put in place controls to protect them from reputation risk and irresponsible franchise owners in the future. Problem #3 - The office closes before the delivery window even ends. If you have any problems there is no one to call as everyone has left the office. Nobody wants to hear a problem they cant fix either. Problem #4 - Delivery appointment setup and notifications are automated. At no point do you actually talk to anyone that has your merchandise. No confirmations are made the day before or day of. Even Postmates and Doordash give you ways to contact the driver and this is for a $30 meal - not a $4,000 tv. Problem #5 - The retailer who sold me the TV ( BTV Direct via Newegg ) did not inform me they were using Pilot until after purchase had been made. If I would have seen these negative reviews I would have never done business with BTV Direct. The only way to warn other people is to post negative reviews about that retailer for using Pilot so hopefully they change their logistics partners.

Jacqueline Albertson

Extremely terrible customer service. Ordered an outdoor daybed from Walmart. Pilot called me to schedule a delivery but it could only come between 9am-1pm. I work overnights in an ER and asked if we could shorten the time or pick a later time in the day since Im usually asleep and thats a long window for me to stay awake. They said I could leave a signed note on the door and the driver would take that as a signature. When I woke up at 2, the item still wasnt delivered so I took the note off the door and waited on my couch. Never arrived but the tracking was updated to say delivered. Called them and got Tommy on the phone and was told it was delivered and I wanted special treatment so someone probably stole it or that I should walk up and the down the block to try and find my item. Rudest man I have ever spoken to. Turns out the item was delivered to the wrong address. I hope to never have to use them again. The way I was treated was completely unacceptable.

Ores Perez

There the worst delivery company I have ever felt with I order a 65 inch t.v from another company when I got the tracking number and figured out what company was delivering my t.v I google search the company come to find out a ton of bad reviews from that moment on I knew something bad was gonna happen to my t.v few days down the line my t.v was on its way gotta a phone from the delivery dude said they were around the corner with my package if I could meet them downstairs came outside grab them box from them seen a dent on the box New off the back it was gonna be a problem told the dude if I could open up the t.v in there truck he said even if it was messed up the cant take it back with me calling up there company make story lil shorter borough it up to my house check t.v screen was crack super bad super bad company all around PLEASE HUGE franchises PLEASE STOP USING THESE DUDE THERE GONNA MESS UP THE NAME OF YOUR COMPANY HAS BUILD

Nathan Hughes

This company is terrible. Amazon scheduled them to pick up a 65inch TV. They called and gave me an earlier pickup date, but with a 6 hour pickup window instead of the 3 hours as promised. After 8 hours of waiting I called them to find out where the driver was. They told me I had to wait another 2 hours as I was the last pick up of the day. If they knew this why, didnt they inform me instead of me waiting in all day. After a short discussion, they guy on the phone hung up on me, so did the second person, and then it just went to voice mail after that. So I called Amazon, who were amazingly apologetic. The drivers finally showed up and were fine as they were just picking up, so 8 hours of waiting and it took 30 seconds if that to pickup the TV and leave. Such a bad experience all around, and a totally wasted day.

jamila coppedge

Just horrible. I had a call come in 2 days ago to schedule a delivery. Now here we are on my delivery day, in the last half hour for delivery and no call from them to say they were on their way. I called myself and they said it wasnt out for delivery because all my pieces werent there. How do you schedule a delivery if the products arent there. When I asked how they do that the lady replied because they didnt know till 3pm. HOW IS THAT POSSIBLE??!?! If your putting the products on the truck in the morning you know you dont have everything you need and your supposed to call the client and they them know. If I didnt call myself today I wouldnt have known anything. I just wasted a WHOLE day for nothing. Amazingly horrible service.