MRLARRY
Buyer Beware!
I ordered four cans of gold spray paint from Home Depot on Thursday September 10, 2026. I received the order on Monday September 14, 2026, but what I received was not what I ordered. They sent me 4 cans of gray paint called Iron Mountain. I contacted Home Depot the same day I received it and informed them of the mistake. On that same day, Home Depot sent me an email informing me that their carrier partner, Hub Group would email me with a link to schedule a pickup at my home. On Wednesday September 16, 2026, I received an email from Hub Group informing me that within the next 24 to 48 hours they would contact me via phone, to schedule the pickup. The pickup was scheduled for Friday September 18, 2026. They never showed up. On Monday September 21, 2026, I contacted Hub Group about the no-show. I was given a re-schedule pickup date for Friday, October 2, 2026. But shortly after that, I received a voicemail from Hub Group informing me that they do not deliver to Blytheville, AR on Fridays. And that I need to call back to be re-scheduled again. When I called back on Monday September 21, 2026, to be re-scheduled I was put on hold, for what seemed like to me was too long. When the individual came back to the phone, he did not setup a pickup date. Instead, he said that someone from their warehouse would call me to set up a pickup date either today Monday September 21,2026 or the next day on September 22, 2026. I was never contacted on either of those dates from Hub Group. However, after posting a negative review on September 23, 2026, about my experience with Hub Group on TrustPilot, I was contacted by a lady named "MK" from Hub Group that same day! She apologized for the inconvenience that I had to go through and scheduled a new pickup date for Monday September 28, 2026. She informed me that I would be contacted again via phone and email on Friday September 25, 2026, to confirm pickup. She also informed me that it was imperative that I respond to the phone call and email. Failure to do so would result in the pickup being cancelled. Even though I appreciated the quick response from Hub Group I was still feeling reluctant to believe that they would keep their word. UPDATE; Hub Group kept their word and picked up my return as promised on September 28, 2026. During the return process they kept me updated and even provided me with the exact time for the pickup. The drivers, Jeremiah and Rodney were the pickup drivers. They were right on time as promised. The drivers were courteous, friendly and professional. Within a few hours after the pickup, I received an email from Home Depot informing me that they had received my return and I could expect a refund within 3 days. But after checking my credit card account, I noticed that the refund had already been posted! It's unfortunate that I couldn't get Hub Group to act until I posted an uncomplimentary review on TrustPilot. At any rate, I changed my rating of Hub Group from a "2" to a "4" based on their quick resolution to fix my issue.
Response from Hub Group, Inc.Sep 23, 2026
MRLARRY - We’re sorry to hear about the experience you described. A missed pickup, conflicting information about the rescheduled date, and not receiving the promised follow-up would understandably be frustrating. We’d like the opportunity to look into this and make sure the pickup is properly addressed. Unfortunately, we’re unable to identify your shipment from the information in this review. Please email us at [email protected] with your name, phone number, and Home Depot order or reference number so we can locate the shipment and have someone follow up with you directly. Thank you for bringing this to our attention. We take feedback like this seriously and would appreciate the opportunity to make this right. Hub Group Final Mile Customer Service