Customer’s FAQ

How do I schedule a delivery or an “express move?”

Making a reservation could not be easier. Using a personal computer or mobile device, you can simply click either express move or delivery service links from the right margin and make your reservation online.

If you prefer to make your reservation by phone, please contact us at (828) 513-0797.

When do I pay for my reservation?

Payment will be received during the reservation process using any major credit card.

What fees will I be charged?

For deliveries, you pay a standard pick-up fee plus mileage from the point of pick-up to drop off. Additional charges could apply for multiple pieces being delivered, flights of stairs, in-house moving to accommodate delivery, and haul-off of old furniture or personal items.

For “express moves,” you pay hourly with a minimum of two (2) hours plus mileage between locations. For larger moves, you can reserve additional hours and additional moving professionals.

Are delivery fees refundable?

Fees are fully refundable for unperformed work orders. However, once a professional contractor arrives at a store or your address to either pick up and deliver purchased items or move your belongings, NO refund will be granted.

Requests for refunds NEED to be made in writing by clicking Contact from the home page and completing our online submission form. Again, to be clear, requests for refunds need to be received prior to the contractor arriving to the store or your address.

How do I file a complaint about service or a contractor?

All questions, inquiries, complaints or requests should be made through our submission functionality located on our Contact page.

What happens if a contractor doesn’t arrive during time frame I requested?

All best efforts are made to arrive during your desired time frame. However, due to a host of variables associated with the transportation and logistics industry, many which are outside of our control, delays can happen. Although we can never make 100% guarantees, we can assure you that we have an exceptional customer satisfaction history and that every best effort is being made to arrive on time and to provide you with 100% satisfaction.

How will I know when the contractor is on his way?

Using the phone number you provide at the time of reservation, our contract professional will call you to provide an estimated time of arrival and discuss possible job-related questions.

Do contractors work for retailers, independently or for Safe & Direct Services?

All our contract professionals are experienced third party independent contractors. They are not employees of Safe & Direct Services, stores, retail chains, or other.

What is Service Rating?

Once a job is complete, you will receive a brief email survey requesting feedback on the performance of our contract professional. Such feedback includes level of professionalism, communication, appearance, and overall quality of service. Customer feedback is calculated as a percentage – the higher the percentage the greater the level of customer satisfaction.

Service Ratings are designed to help ensure the highest level of quality and customer service. At the discretion of Safe & Direct Services, contractors with an unacceptable Service Rating will be removed from our network.

What is Compliance Rating?

Our contract professionals are offered delivery and moving jobs based on availability, proximity, Service and Compliance Ratings. The more jobs a contractor professional successfully performs the greater the rating. Contractors who decline jobs will notice a lower Compliance Rating.

Compliance Ratings are designed to ensure reliability and continuity. At the discretion of Safe & Direct Services, contractors with an unacceptable Compliance Rating will be removed from our Network.