Unprofessional and shocking customer service

Horrific experience. What is a stressful time made worse by what can only be described as cowboys! An experienced representative came to our house and explained how they have special boxes to transfer our Mac PC and wedding dress, how they have covers for the banister etc. This all sounded wonderful. We booked them in and paid extra for the packing service as I was pregnant and my husband was working away. On the day, the three men were slow (we didn't finish till 7pm) and the house was a three bed semi and I had packed over half of it. Several items were broken including a lamp and mirror, some of which were brought to our attention (only because I heard the smash and asked) others were surprises to us as we unpacked later. They left indents and marks on walls and banisters at the old house, but worst still they managed to get oil on our brand new carpets at our brand new house. This was because one of the new men was carrying a large bedframe on his own and needed to rest it down apparently. Again this only came about when I asked how it had happened. If this was not bad enough, the next day I found my wedding dress stuffed into a box wrapped around the Mac PC!!!!!! So much for the special protective packaging. When I complained they wanted us to claim on our own house insurance. It took repeated emails to get this matter dealt with and six months later we got a pathetic amount of money back and this didn't even cover replacing the items just their predicted current value. Because only one lamp of a pair was broken they would only replace the one even though one odd lamp is no good to us. I only got an apology (pathetic one at that) when I highlighted that no one had even apologised for what had happened. When I started to unpack boxes I found that items had literally been chucked into box and no thought as to what should go together e.g. boot polish in with iron and tupperware! I can honestly said this whole experience was made significantly more stressful that it needed to be during an already stressful event. We had even been out and bought the removal men a Macdonald's breakfast as a nice thing to do!!!

Kelly Parr - 21/04/2016 | report this review