PODS Moving & Storage
Ellis, Bensenville, IL

PODS Moving & Storage Reviews

3.5 stars based on 150 reviews

Featured Comments:

• M

  Melissa Schmidt-Weymans

  1.0

  The customer service agents do not have all of the proper information at their disposal. My account was constantly changed and my orders were never able to be pulled up each time I called. Each agent did not know how to answer my question and was unable to find the notes to the last call I had with the prior agent. I had to call multiple times to confirm my order both at the first initial order to this last drop off. My first experience back in January 2021 I booked my pod for a March date. I called well in advance to discuss the property I was staying at *literally provided the address* and the dimensions of my pod I was requesting. I had to call three times before my order was confirmed...Come to find, one week before I was supposed to fill my pod the decided to inform me that since it was a CITY request that your company could not send their original truck (that I had called three times before to confirm). THEY KNEW I was in the city- they had my zip code- it is a city zip code, they knew i was in a high rise, I explained all of this and still a week before I was told they could not accommodate my request. Fast forward to my delivery date- your company "made right" by waiving the city fee- but they would have never had to waive it if it was explicit that there is another service that has to deal with the city. Fast forward to this last delivery of my final drop off- I called scheduled the drop and given the past, I called three times to confirm the date and time. Again, each agent did not have the information they should have. They always asked for my order number or my account number, when it should be pulled up and ready to review. The second agent I spoke to confirmed that it wouldn't be an issue for the drop of the address I provided. That I would hear from the location an ETA on its delivery the night before. I never heard from them so I called in the AM. When I called they had a 30 minute wait, so I chatted with an agent online. That agent took forever to review my order then provided me with a time window of delivery of 8-10am. It was already 8am at this point of the chat. I then waited on hold for a live person to confirm this date. As I spoke to the agent live, he could not provide an ETA because it was NOT in the system. WHERE did the chat agent receive that information if it was NOT in the system? Fast forward to a 30 minute conversation he finally got a hold of the location and confirm a delivery between 4pm-on with the caveat that it is NOT guaranteed until 4pm. Low and behold, the truck came at noon. Thankfully I was there to assist at noon since it is far from 4pm. All in all this was my worst experience with a company by far. I wouldn't recommend PODS to anyone I know, ever. The only positive part of this transaction was not having to speak with anyone for almost a year because my belongings were just being stored at the facility. Dealing with your customer service was by far the most painful situation I have encountered. They are not incompetent, they are without process and answers.

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  Response from the owner

  We're disappointed to hear your experience wasn't as seamless as we had hoped, Melissa. We'll be sure to elevate your feedback to the appropriate team so we can take a closer look and use it to ensure we do better next time. Thanks again!

• M

  Maria Fracassi

  2.0

  Pods didn’t schedule my pick up properly for a city delivery. I was “GUARANTEED” I would get a text and an email of when it would be delivered the night before.. I never got one. The next morning I called pods at 8:30am. The first dude Ronnie, gave me 3 numbers to this facility after trying to call. No one answered. I texted and called them- no answer. I called PODS again, another Ronnie, she couldn’t get a hold of them. It wasn’t until 11:10am when Dakota called me saying the person who scheduled me didn’t correctly schedule a city pick up. The only people who saved this were Dakota and Cornell (the amazing driver of the truck that dropped off my pod). Cornell was polite, accurately dropped off the pod, and patiently waited while I packed it. I understand you’re busy and times are hard, but I don’t fully understand why it took 3 hours to get back to me and why wouldn’t pods customer service be able to reach the facility. Still waiting to hear back on my refund request. I paid $900 for stress and had to pay my movers more money because I wasn’t told the proper time.

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  Response from the owner

  We’d like the chance to look into this further, Maria. Can you please email [email protected] with your customer ID?

• N

  Nadia Pack

  1.0

  PODS has had horrible quality in customer service. After waiting for 30min to speak with a customer it seems the agents do not know how their system works. The delivery of the Empty pod was successfully completed. Our issues is the current hostage situation we are going through with locating and getting our items returned. We were informed by customer agents that both of our pods would be delivered on the same day. Only to find out that one was delivered, and the other....? We kept trying to schedule the delivery ourselves online to continue to get error messages. Upon calling the Customer Service Agents, where the wait took about 30-45 min to only speak to them for a total of 15min, did not get us anywhere. 3 days later our POD is still missing and the customer service agents cannot tell us when our POD will be delivered, if it can be delivered. How does a company that works in a closed system of pick up, drop off and pick up again lose an item such as a 12' container? It doesn't make sense. If they were a jack of all trades service center, fine. But this is their only job. Every time we call the service center, we just get placed on hold and no one can tell us when delivery will happen. Again, how does this happen? If you're looking for a service, consider the cons to this situation. I have friends moving in the next few weeks and will not recommend this to my friends anymore.

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  Response from the owner

  We can understand how you're feeling and would like to research this further, Nadia. Can you please email [email protected] with your customer ID?

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