Overall, our experience with U-Box was horrible. We used U-Haul U-Box to move from NY to AZ, thinking that the price was more reasonable than PODS. When the boxes arrived, they were made of thin plywood nailed to pallets that were very difficult to close on our NY driveway because it was slightly slanted (PODS are metal, I suspect this wouldn't've been an issue with them). We knew the U-Boxes were wood (the website tells you this in FAQ), but I didn't expect them to have splinters sticking out. My husband got a pretty big scratch on his arm because of splinters in one of the boxes. You provide your own locks, which you can buy from U-Haul if you don't have enough on hand. Loading went well, but we found that we really needed one more U-Box. We called the local U-Haul who said they would call us back to get one delivered. They did not call us back, and since we were leaving the following day, we decided to get rid of some of our stuff. Thankfully the U-Boxes made it safely to AZ, with our stuff only shifting a bit inside. Nothing was broken, though anything fabric smelled like gas and cigarette smoke when it arrived in AZ.
Customer service was outright horrendous. The delivery person who dropped off our U-Boxes in NY was great, as was the delivery person in AZ. Everyone else we spoke to was rude, disrespectful, and unhelpful. Our boxes were scheduled to arrive in AZ on Sunday and were 3 days late, delivered on Wednesday. I called while reserving the boxes online to get an idea on when our boxes would be delivered because we had some people helping us unload. Customer Service told me we would be contacted by the local U-Haul in AZ within 48 hours of the scheduled delivery date to schedule a time, that didn't happen. By Saturday, I hadn't received a call to schedule our delivery so I called Customer Service. The person I talked to was helpful, but it took a good 30 minutes for her to figure out what was going on. Apparently the shipping company had a strike and our boxes would be at least 3 days late. Nobody called to tell me this, I had to call to figure out where our stuff was. It was supposed to be delivered in AZ the next day and our stuff hadn't even left NY yet! I was understandably frustrated, since my family (including 2 small children) would not have anywhere to sleep for 3 days until our stuff got in. The person I talked to attempted to schedule a delivery time for Wednesday, but found the local AZ location didn't allow that from Customer Service. We were told instead that we would get a call on Tuesday morning to schedule delivery on Wednesday
Fast forward to Tuesday. By noon, we hadn't heard from them, so we called Customer Service. They directed us to the local AZ U-Haul who said they received 3 boxes, they didn't know if they were ours, only the manager could scan them to determine whose boxes they were, and the manager would call us back when they were out of a meeting. 2 hours later, no phone call, so we called again. This time