Unfortunately I had a terrible experience with this company with a move from London to Edinburgh.
It started when they packed items I told them a number of times to make sure they didn't pack as the items belonged to the landlord. They packed the items and I’ve since had to pay to ship them back to the landlord and have suffered a delay in getting my deposit back.
I found broken glass that wasn’t there before in my living room during the packing - they said they didn’t know how it happened.
My £2,000 bag was also stuffed at the bottom of a box.
I was prepared to let the above go as “these things happen” so didn’t raise them. However, the situation got worse so these “minor” mishaps exacerbated the situation and I have now raised these issues.
Worst of all, we agreed that the movers would unpack by 12pm latest on the day as I had a funeral for a close family member to attend. This was arranged ahead of time and I even asked if I should pay for a night’s storage instead given it was so important that they be done by 12. I was told this wasn’t necessary. They didn’t arrive until 12 pm meaning we missed part of the funeral and I also had to go into the van and unload items myself to ensure we at least made some of the funeral. They wouldn’t answer any calls on the morning so we sat waiting all morning for them to arrive. I received one email to say they would arrive by 10:30 and 10:45. That didn’t happen. This was extremely disappointing given I paid over £3,000.
What’s even more shocking is that they chased for second half of the payment less than an hour after the van left. It’s seems they have no issue communicating when they want payment.
I sent an email almost two weeks ago hoping to resolve the matter amicably. After sending a number of follow-ups, this still went unanswered. I sent a copy of my review to allow the company to comment last night and they conveniently phoned back this morning. They have denied any responsibility for the above and I can move on and accept that’s their position. It does not seem they have the capabilities to handle long haul moves. However, we clearly have entirely different views on this matter.
Edited to respond to the below:
The move wasn’t completed by 12:15 and the only reason why it was completed quickly is because I was inside the van unloading boxes alongside two men. My dad who is 75 also helped.
The company didn’t speak to me a week before. I added packing over a month before the move. The email confirmation said - date to be confirmed. My move out date was a Sunday. I heard nothing about what time they would arrive on Sunday so I called and emailed the company on the Tuesday. This was the first time I was asked if they could come a day before, on the Saturday. I said it would not be possible as the request so last minute. Had the company asked more than 5 days before the move, I could have accommodated this. They said it was fine to do the packing same day.
I have absolutely no issues with unexpected delays, which is why I suggested that I pay for an extras night storage in case there were delays but I was told this wouldn’t be necessary.
Regarding treatment, it’s unclear how the company has come to this view. I was more than accommodating to the movers on the day and got on with them very well. I helped pack and move boxes into the van and gave them use of my stereo along with asking multiple times if there was anything I could do to help them. I also offered anything they wanted out of the fridge and teas / coffees. At the end of the day the movers also went away with the drinks I had in the fridge which I was happy to provide. I also gave a tip even after all the frustration.
