Pilot Freight Services 13981 Pecan Park Road, Jacksonville, FL 32218

"Good coordination, timing, and execution is required when multiple parties are involved to meet the needs of consumers. In my ongoing case to have a large item picked up to be returned to Amazon, there are apparent evidence of weaknesses in the pickup return process. The multiple parties involved are Amazon (1st party), Pilot Freight Services acquired by Maersk (3rd party of Amazon), and Montgomery Air Freight (3rd party of Maersk). First, I initiated a return pickup 9/12/2023 that has been confirmed by Amazon, of which stated the "Return pickup: Will be scheduled by carrier", but did not occur until three days later after I called back for a status. On 9/15/2023 while on the phone with Amazon customer service, details were finally provided via email so that I could schedule an appointment through the Maersk website link. Not sure why Amazon did not provide this information on 9/12/2023, as this is the 1st sign of weakness in the pickup process. Secondly, after the 9/15/2023 scheduled appointment for pickup return in Maersk system that states "For your convenience, we have scheduled a pickup appointment on: Thursday, 09/21/2023 between 12:00 PM - 18:00 PM", but did not occur because Maersk did not make entry in the system to dispatch driver for pickup until seven days later after I called back for status. On 9/22/2023 while on the phone with Maersk customer service, Montgomery Air Freight (MAF) phone number was provided, since they are used by Maersk to pick up the return. Not sure why Maersk did not make entry in the system to dispatch driver for pickup on 9/15/2023, as this is the 2nd sign of weakness in the pickup process. As aforementioned, the pick up process is ongoing and pick up is supposed to occur between 2 - 3 PM CST as stated by MAF. So far, it is apparent that Amazon and Maersk dropped the ball, and the question now is will MAF dropped the ball as well by not picking up the return today. Finally, I conclude a modest 2.25 rating is appropriate considering the lack of performance in coordination, timing, and execution. Update: The rating is maintained at 2.25, thanks to MAF picking up the return today."

"It's very unfortunate that Amazon uses this company for large returns. I have made THREE pickup appointments, each one having their own issue. I'm going to start this by saying, everyone I've spoken to in the office has been very nice and are definitely all very well trained in customer service because I've been ready to lose it on this company since day 1. The first appointment, I was cancelled on because Pilot said they couldn't get permission from Amazon to go to the second floor to get the large item. I was taken totally off the schedule and never reached out to again. Apparently it was my job to contact Amazon. The second pickup was supposed to be earlier this week. I had a confirmation that the pickup was scheduled and on their website it shows it too. I called when nobody had shown up by 6 and was told there was no pickup scheduled. Apparently, that was Amazon's fault because they didn't schedule it. Funny, since the record on the tracking number shows it was given to pilot and scheduled. This third one, being today, I was told they'd be here between 11 and 3. Great, no problem. I get a call a little before 3 saying "we're about 15 minutes out," so I left work early. It's now almost 5 and I called again to be told "it shouldn't be too much longer." Um, WHAT?! I hope I never have to return anything big to Amazon again because it would've been better at this point to pay for the item a second time and just keep it and resell it."

"I had ordered a play set online from Walmart, I was a little confused as to when my delivery date was so I did some digging and ended up calling Pilot Freight Services personally to see when my package would be delivered. To my surprise I had to schedule an appointment for drop off. I’m in no way upset with the freight company at all, if anything I was upset with Walmart as they should have had a disclaimer or a notice of some sort before purchase so customers know to call ahead of time to schedule a drop off appointment with the freight service. Walmart didn’t even provide a proper tracking number for them to use to find my package. The gentleman that helped me out by finding my package and tracking number was very professional and kind, once everything was figured out he set my appointment and it arrived in the delivery window just as promised. The delivery gentlemen helped place my package where it was needed thank you to the gentlemen at Pilot that helped and for going out of their way to figure everything out to make sure I got my package!"

"With all the negative reviews I wanted to take time to leave a review. It took about 3 weeks to get my item, but the process was smooth. I was notified via email when my item was en route to JAX. When it arrived they scheduled an appointment and again I was notified by email. Today was delivery day so I checked the website and it was showing out for delivery. The delivery window was 10-6. About 1145 I received a phone call from a young gentleman to confirm I was home (I was) and that he was 19 minutes out. Boxes arrived in good condition and he even helped me get it inside my door. He was very pleasant and friendly. I would feel confident having items shipped through this company again."

"Worst delivery experience to date. Product (furniture) face down sideways in my carport half way off the pallet. The product was busted/cracked in countless spots, literally countless."