Pilot Freight Services
Read all reviews for Pilot Freight Services →
Always a nightmare
This delivery service is basically a scam. It may just be my local hub, but every time a purchase something online and the tracking number shows up as Pilot for the delivery service, I know I'm in for a nightmare. This year alone I have had the misfortune of having 4 "deliveries" through them. One was a toaster which was "Lost in Transit". Then a TV from Amazon. The delivery date for the TV came and went. They called and scheduled a delivery for the following week. That day came and went. I called back and they said they forgot to put it on the truck. I told them to just bring it tomorrow. They said that they only deliver to my area on Thursdays, so they scheduled it for the following week. I finally received it on that day (3 weeks after original date, and many phone calls later). I met the driver outside and he put the TV on my porch. He says, "Man this is a nice TV. I'm surprised it made it here. Most guys in the hub see this and they just keep it and mark it as lost. Not me though, I take pride in my work." This is a real-life conversation with this guy, who seemed nice, by the way. Then I ordered two pools from Walmart recently, both on the same day. This was a few months after the TV fiasco. I got the tracking numbers showing both as being at my local hub. The hub is literally one town over from the Walmart facility that sent the items out, and the hub is about 30 minutes from my house. Anyway, huge 20 foot pools, boxes are 5 feet high and weigh 200 LBS. A few days after I order them, I see on the tracking that they are in pre-call, which I know from before means they are going to call me to schedule a delivery. So I wait. The next day I'm out shopping and the delivery driver for Pilot calls me and says "I was just at your house to deliver a pool, but no one answered the doorbell". I told him "I'm not home because there was no appointment set, and you are the first person I talked to about this delivery. By the way there should be two pools." He said he only had one but he would contact his people about the other one. I then asked him to just go back to my house and leave it outside, which he did without incident. That pool was only received a few days late. I waited a few days, and tracking still stated the 2nd pool was at my local hub, so I contacted Walmart and asked for a refund and told them I didn't want the 2nd pool anymore. They said they would send a refund immediately. Two hours later the tracking for the 2nd pool was updated to say delivered to my house. Needless to say I received no pool. I contacted Walmart the next day and they said they never sent the refund. I also emailed Pilot to tell them the pool was scanned as delivered, but I never received it. Walmart told me since it was scanned as delivered I would have to wait 48 hours before getting a refund in case it shows up. A few days later I contact Walmart and told them it still didn't show up, and they sent my refund. Later that day I get an email from Pilot, with numerous misspellings and grammar mistakes, saying that they marked it as delivered because it was "Lost in Transit". They said someone looked in the warehouse for it and couldn't find it. A 200 LB, 5 foot box. They "had to mark it as delivered to clear it out of their system". In conclusion. This year alone, 4 "deliveries" from Pilot from 3 different stores scattered over several months = 2-"Lost in Transit", 1-delayed multiple times, 1-delayed only a few days, then randomly delivered without an appointment or any communication. If any retailer sees this, please DO NOT USE PILOT. I realize buyers don't really have a choice, unfortunately.