Pilot Air Freight

This is by far the worst delivery service I have ever dealt with. I ordered a queen Sealy Mattress from Walmart on 12÷07÷15. According to the company tracker, my mattress has been out for delivery since 12÷09÷15. I called this afternoon on 12÷11÷15 to talk to customer service to see what’s happening with my mattress. After explaining the situation to the rude representative, she responded with «Uh-​Oh» and forwarded my call to a third party delivery service.
When I spoke to the new representative, he claimed that the mattress had been out for delivery, but I didn’t pick up my phone so they took it back to wherever. I never received such a phone call and when I had called Pilot the first time on 12÷08÷15, they said I have to wait for them to call me. I’ve been waiting for that damn phone call and never got it. But according to them I did.
If I would have know receiving my mattress was going to be such a fucking hassle, I would have had it shipped to Walmart and strapped it to the roof of my car.

Couldn’t be a worse experience, tried receiving a Christmas gift from my father-​in-​law ordered through Amazon. Although I live in Cambridge (less than 1 mile from Boston), I was unable to get Pilot and Amazon to figure out how to send a 4K television to my house.
Hasnaa, located at Media, PA (314 North Middletown Road, Media, PA 19 063) is a manager who works for Pilot. She is rude, but also dishonest. Don at the Boston office for Pilot is incompetent (I can only assume by his questions and manner), and also lies about what happens (that’s not subjective). His boss John is probably leading the charge in this regard (assuming, because he works with Don). They setup a delivery time during the week, didn’t call to cancel it when they decided to not actually deliver it that day, mayhem ensues since my wife and I work. Then they attempt a Saturday delivery, botch it and go to the wrong house, but again did not even try to call and tell us this. After I found out and told them, they forced Amazon to pay $ 100 for a «special delivery». Pilot then claimed that I called and canceled the delivery — because «I already had the television» — which was scheduled for later in the day (5:00 PM). Of course, it was then Don from the Boston office who said they could deliver it on Sunday or maybe Monday — keep in mind he also said I just called to cancel the delivery. Yes, so as a sane person I cancelled the order because I could not imagine how I would ever receive this mythical television… in Boston.
Amazon shouldn’t be selling large items and/​or they should not partner with Pilot. Solution? I am not a fan either, but your best bet might be to use Best Buy. I still do not have a new 4K television and my father-​in-​law is very disappointed this was to be his gift to our family. More research will be done in regards to the Amazon /​Pilot partnership. Merry Christmas!

I would of never bought anything from Walmart if I knew I had to deal with this delivery company they will not work with you on getting your delivery to you and they are not very pleasant to talk to. I will never deal with this company again Don’t do it

Ordered a TV from Dell and Dell used this company to deliver the TV. If I knew Dell is using such companies for deliveries, I wouldn’t have ordered from Dell.
Really disappointed with the Pilot customer services. I had to call 3 – 4 times to get the TV delivered.

I just hired pilot air to ship my Kayak from Portland Maine to Seattle. It was a high end kevlar kayak wrapped in bubble wrapped which arrived with serious damage. A large whole in the bottom with another sizeable scrap and the whole seam from bow to stern separated as if it was dropped or seriously stacked upon. They did not know how to handle the situation and after several days said sorry you should have gotten insurance. We have a claims department however the maximum you will get for your $ 3500 kayak is $ 50 or $.50 per pound whatever is less.
Very unethical in my mind. I would serious reconsider using this company.

We are selling our home and I have a family garden statue I wanted to give my sister. The statue is 38″ tall and weighs about 150 pounds as she is solid concrete. I called lots of freight places trying to find a solution to packing and shipping her to Miami. Pilot was the first company that had a reasonable solution. I delivered the statue to their freight company in E. Boston, they wrapped her and tied her to a pallet and less than a week later my sister has her Birthday present delivered right to her garden. Friendly and easy service. I totally recommend their flexible service.

Businesses make mistakes like people do. How they respond is what counts. Pilot agreed to deliver an item to my apartment between 8-​noon. I called at 10:50 to get an update as to when it might arrive. It turned out that Pilot forgot to load my item on the truck for delivery. The dispatcher (Shelley) was extremely apologetic and offered me some alternate delivery days (but I had taken off the morning from work to meet them AND paid someone to be available to help carry a heavy item up six flights of stairs). When that did not work for me, she got the item sent to me on its own truck. Got to my house at 12:04 — just 4 mins shy of the original window. It was delivered by two very friendly and efficient guys, who cut away all the packing material for me, and carried the item into my building. They then hauled away the packing material. This is how a good business responds to an error: make it right.

Dreadful customer service, rude dispatcher. They were supposed to deliver a large package to me within a 3-​hour window. They confirmed the delivery window with me the day before. I took a vacation day to wait for them on the day of delivery. They called me at 9am the day of delivery saying they weren’t coming.
I confirmed with UPS that Pilot had received the package, but since they did not receive it until 9−10am, Pilot REFUSED to drive the 10 miles to deliver it to me that same day. I had to take another vacation day off to get the package the next day. The dispatcher did not care and was very rude. I sent them an email expressing my displeasure and received no response.
Please explain to me how difficult it would have been for them to drive 10 miles that day to make sure they could actually deliver to their customer as promised. If UPS had delivered the product to them at 5pm, then I could understand. But 9am!!! Such goodwill never crossed their mind, and I was disgusted.
This is the worst delivery experience I have ever had. Completely unprofessional in my opinion.