"Never showed up!!! Horrible service!"

Never showed up. Never called. Phone number has technical difficulties so we can’t contact. Local number no one answers. You leave a message for a return call and no one ever called. Box was supposed to be delivered Friday morning. Never showed up. Took us til Saturday to get ahold of someone. Told us they now can’t have a box to us till Monday. Family was supposed to move out of the house by Saturday. Wrecked the whole move. Don’t use this company!

"Right campus, wrong buiding"

They did not deliver our college daughter's box to here dorm. Since they delivered to some dorm on the same campus, they claimed they met service. They also had no information available on the delivery day to indicate this misdelivery. They asked a few questions about lot numbers and addresses on campus but never replied to BBB inquiries (they are a failure on BBB also). So, if you like a scavenger hunt to find your box, and still feel good about paying full boat, this may work for you

"Between a rock and a hard place"

Between a rock and a hard place, choose the hard place.

I had to use this company because PODS and the like could not fit their equipment through the gates to my driveway. I have no complaints with the local company and their guy who came, but the boxes themselves are made of poor plywood construction, and if the ground is not level, then it sits askew on the ground and the doors and locks do not match up on the boxes. Also, the construction made it easy for critters to move into and wreck some of my furniture that I stored on my property while renovating.

My biggest complaint is that customer service "policy" is lacking. Shame on me for not noting the agreed pickup date--a family funeral put my mind elsewhere--but with any other company I've worked with, there is usually a call to remind you they would come pick up at a certain time so you're on the same page, which is not "what's done" here. Then they charge a $199 missed delivery/pickup fee to compensate "for gas" for the company to come pick up the boxes. A very convenient way of racking up the dough. They have no "policy" for negotiation, and perhaps I am just one of those bitter reviewers here, but I will never use them again, because I feel they are taking advantage where they can.

The positive experiences included the interaction with the local company itself, and I found the customer service reps to be well trained to be pleasant. But when you get down to brass tacks, caveat emptor.

"I've never bothered to write a review …"

I've never bothered to write a review of a busines but I've had it with these guys. I used them to move out of my apratment and store items for a year. First, they sent a studio box for my 1 bedroom apartment. Of course my things didn't fit so then they had to call for another box. The movers were unprofessional and didn't wrap any of my furniture and sat and did nothing while they were waiting for the second box to come. They could have finished moving things down the elevator. Then they tried to charge me for the time we had to wait for the other storage box to come. It doesn't end there. Now, I have to pay almost double for storage for a year because of their mistake. I'm ready to move now and they quoted me 3K to move my things to Melbourne! I called A2Z Moving and they are doing it for $1,300. More than that, I'm just trying to confirm that I can schedule my move and some guy James is supposed to call me back but guess, what he never does and the guy I just spoke to hung on me. These guys are a nightmare. Stay away. Update, I did finally speak to James and now since they didn't call me back, I have to reschedule my move since they can't get my boxes out of storage in 2 days. They need 5 days. I need a birth certificate document for a citizenship appointment and now I'm completely hosed. What a mess.

"The location(s) really matter in terms …"

The location(s) really matter in terms of what type of service you will be provided. I moved from Seattle to D.C., and while I had a really fantastic experience with the Seattle personnel, I had a rough time with the Maryland location. The rep in Maryland made a mistake, resulting in my being told that there was no way for my delivery to occur the day I scheduled it for, which was supposed to be the very next day. Eventually, after several calls, she was able to correct the mistake and fit me into the delivery schedule. I'm grateful the mistake was corrected, but I'm still gaffed at how the rep approached it (by telling me at first that it was my own error, despite written e-mail correspondence proving otherwise, and then by telling me that there was absolutely no way to accommodate my actual delivery date despite having been made and confirmed weeks ahead of time).

Other than that friction (which would have cost me several hundred dollars in additional hotel nights and movers fees), my items were delivered timely and in good shape. I also cannot emphasize enough how pleasant my experience with the Seattle location was.

TLDR; do your homework on the location(s) you'll need to work with - look at local reviews to see whether or not you can expect good or bad service.

"Do not use this company! Spend the extra money and use PODS!"

Do not use this company. spend the extra money and use pods. I signed a contract for delivery and they did not show up! I called and called for hours and finally someone transferred me to the "local" office and they told me they informed the sales team 10 days prior that they could not do deliveries on the scheduled day. No one informed me. I have been fighting to get a discount as I hired people to help me move my items into the smart box. they told me there is a clause in the contract that gives them 4 days. Why sign a contract? The worst customer service and recovery I have ever experienced. Now I need to worry about the storage of my items and the redelivery! never again!

"Denver, CO - horrible, spend your money elsewhere."

This review is specifically for the DENVER, CO location. This business is a franchise and each owner deserves their own review. I apologize if this affects other franchise owners, but I have to let this company know how bad of an operation they have.

If there was a way to give this company lower than a 1 star, I would be glad to do it. I will echo the condition of the boxes that I received at my house from the previous post, the locks were in poor condition, the vinyl that wraps around the boxes wouldn't close properly and the general condition of the boxes was mediocre. Not a good start.

I originally ordered 5 boxes, and the manifest when the driver dropped off my boxes had only 1 box to be dropped off. Luckily, he was able to leave a total of 4, which was fine and I was able to make due. The driver did nothing but complain about the franchise owner of this particular location in Denver. I did feel bad for the guy as he was really working hard, the air conditioning in the truck was broken, I get it - this company treats its employees worse than they treat their customers.

The big problem happened when I ordered 3 weeks prior to our move into our new house (this was a local move) for a Tuesday drop off. I get a call Monday EVENING saying that they wouldn't be able to drop off my boxes until Thursday. I freaked out because I was coordinating with my movers who were going to unload the boxes, it was near the 4th of July so additional expenses were going to be incurred and I had to coordinate my time and the movers as well. The woman on the other end did the corporate apology and promised that they would have someone follow up with me.

I had a heck of a time adjusting my calendar for their problems, but it didn't seem to bother Smartbox. When the boxes were delivered, not only did the containers arrive in bad condition they didn't have any of the vinyl covers on them - probably for their benefit because it would have been a bad advertisement in our subdivision. On one of the boxes, the door was almost open and you could reach inside it - (did I mention that they have horrible quality of their only product?) Luckily, rain wasn't in the forecast or I would have been in a bind.

After my move, I waited for a week and called the local number (which doesn't go to Colorado, but their call center) and asked to speak to a manager. I received a call back from John who runs the call center and the first thing he says to me it "I've read over the notes and I can tell you I can't do anything for you" Are you kidding me? Really, really poor communication skills - you set a bad precedent by putting up a wall with your customers. I have owned several businesses that have to deal with irrational customers and I get it. I remained calm, told him I don't feel this a personal matter between he and I, anybody else in the call center, but why is it that you treat your customers this way?

I simply asked for two things, first - I didn't want a refund, but I feel that some type of credit was deserved. I believe they have bills to pay and understand they did perform what was asked of them, however, I did have to allocate more money for this move BECAUSE of their inability to follow through. Secondly, I'd like an apology from the Franchise owner locally here in Denver. That was three weeks ago, I have yet to hear back from them. If there is anybody who doesn't use this service because of my review, my work here is complete. Save yourself a headache, look elsewhere and avoid this company like the plague.

"My move with Smartbox was the worst …"

My move with Smartbox was the worst experience with any company that I have had in my entire life. They simply did not show up to drop off my box. After telling me for two days that they were coming, they finally admitted they did not have a box for me. Eventually they promised I would be the first stop on the third day. They showed up at 2 PM, 6 hours before my flight to leave the state.

On the other end it took three calls to get an appointment setup. The first two resulted in them promising to call me back, but of course they never did. When the box finally did get delivered, they left two large metal straps around it so I could not even access the box. Currently I am waiting for them to make a new appointment to remove the straps.

DO NOT USE SMARTBOX.

"We ordered 4 smart boxes initially and …"

We ordered 4 smart boxes initially and they were a day late being delivered. We ordered an additional 3 smart boxes and they were also a day late being delivered. We scheduled all 7 smart boxes to be picked up on May 31 (gave two weeks notice) and 5 of the boxes arrived on June 1, and the remaining 2 boxes were delivered on June 2. All 7 boxes were emptied on the 3rd and were originally scheduled to be picked up on the 5th. Today is the 8th and all smart boxes are still on my driveway.

The most frustrating thing is when you call the customer service number the people who answer the phone have no information. They tell you they will contact the local office and have someone get back to you. That does not happen. I was calling the customer service number earlier and the representative hung up on me while I was describing the lack of follow-up from the local office. This business model is a good concept, but the delivery is poor, and the customer service is abysmal.

After posting this review I received a call from the general manager of the Nashville location. He told me he had taken the customer service function away from the 877 number and would handle that locally. He went on to explain the tire of the fork lift used to move the smartboxes was slashed and they were waiting on a replacement. Today is the 14th and the boxes were originally scheduled to be picked up on the 5th. They are still in my driveway!!! I just called the Nashville office and no one is available, but they will call me right back...

"I would rate zero stars if I could"

I would rate zero stars if I could. I live in Nashville and this company was supposed to pick up on June 1. We scheduled this pickup almost 2 months out. The company could not make the June 1 pickup and could give no answer as to why. Because of this, we now have to go into arbitration with the owners of our old house. This is the worst company I have ever dealt with in my life. The customer service reps will say anything to get you off the phone so that they can pass off the issue to someone else. Pay the extra money and go with a reputable company.