I originally booked a truck and two dollies for pickup at different locations. However, customer service called and encouraged me to switch to a newly opened authorized dealer location, offering a discount. I initially declined, but after they offered a larger discount, I agreed. When we arrived, they didn’t have any dollies available. I understand that accessories are not guaranteed at pickup locations and it's my fault that I didn't read the policy properly. However, if they are actively promoting a change to a new location, they should check the reservation and ensure the requested items are available. The staff member who helped us was new to the U-Haul system, so she had to call the manager, Amanda, to confirm that another location had the dollies. She also wasn’t sure whether a Class N license could be used to drive the truck, so she had to call Amanda again. Unfortunately, Amanda was very unfriendly when she spoke with me. When I didn’t understand something right away, she spoke to me in a condescending way, as if I were incapable of understanding. If she was frustrated with the employee for calling twice, she should ensure proper training. If she was frustrated with me, she should remember that I am a customer asking for clarification. On a positive note, the staff member who assisted us in person was very friendly and repeatedly apologized for the confusion and inconvenience. I appreciate her effort and professionalism despite the situation.
Jenny P
Customer Reviews for Toms Food Market
(U-Haul Neighborhood Dealer)
Testimonials From Recent Customers
Customer feedback is extremely important to us. We use these reviews to guide our efforts and improve our service. Everything that follows is direct from our customers, without any filtering or editing on our part.