Arnie

I needed the rear sliding door / side window / frame and a 1st floor window replaced. While I was initially confused as the door and frame delivered (before installation) weren't…

identical to what was being replaced, Noelle (the Installation Coordinator) and Josh (the Installer) looked into my issue (including outside of work hours - which I did not not expect, and had no right to expect) to clarify it, and put my mind at rest. Josh (the Installer) is a good tradesman, and it was great dealing with him, as he told me what he was doing and consulted with me, and made sure I was happy throughout the process. While I hope that I don't have to replace any other items in our home, if I have to I hope to deal with these staff members (as well as John, who started the process with the initial contact and quote) as they made an expensive and seemingly difficult project into a satisfying job, with a great outcome. Thank you.

Normally good, but not this time – Normally I am happy with using Pack and send, and their choice of courier company. However, this time Couriers please was used for a delivery from Melbourne to Perth. It was…

picked up 11th December and the first attempt at delivery was the 18th January! After a number of phone calls to P&S to ask the courier to attempt re-delivery, one more attempt failed, multiple shuffling between depots, and the parcel was eventually delivered on the 11th February! Thank you to Pack & Send for helping to sort this out, but the choice of courier this time was not a good one.

I would never use them again to move a business – The aim was to move our business from a number of locations into one consolidated office / warehouse. I originally provided my calculations (how many cubic metres in each…

location) - and someone came out to view and assess all locations to be able to quote as well.

- the different locations were from 4 to 10km from origin to destination

DAY 1: mechanical failure, poor communication about the problems (one call at 9am, but I had to make the other calls to find out what was happening) - they arrived 3 hours late! Estimate was 2 people for 6-7 hours, 12 tonne truck, to take everything from 2 locations.

- The replacement 14 tonne truck could not take everything from the first location, so I had to take a second truck that same day. They took part of the second location, part of the first.

- we still had a lot we had to take ourselves from the first location (the team leader - a student on holidays (not the promised professional) picked what he wanted to take and spent too much time playing Tetrus, to fill the truck precisely - he left many things that didn't fit nicely

- I was quoted that they would dismantle furniture etc as required - the team leader looked shocked when I suggested a flat pack type of table would need to be dismantled (so my daughter dismantled it for them!)

- at the destination (our new premises) we wound up with a dog's breakfast - as the truck was packed to fill the truck nicely, our goods came out any which way, but not grouped the way I had set them up to be taken. This meant stuff went everywhere, and it took us a week to sort out the mess created by them (the boxes were not sorted and put where I wanted them - they were too interested in going home)

- instead of 6-7hours I had to pay for 13 hours, and finished at 9pm

DAY 2: this was planned to take place 3 days later but had to be put back to the next week, to allow us to sort out the first day's mess!

- I was assured that this truck (a 14 tonner - larger than the originally quoted 12 tonner) would be sufficient for both locations

- the estimator had said that 3 people would be enough - 2 to empty the location and one to dismantle the shelving / racking

- the crew were not briefed on what the estimator had promised, even though I asked for that to be done

- i explained what I had been told, but the 3 only worked on moving boxes (nothing was dismantled)

- they worked hard, and at the destination sorted the boxes to put where I wanted (a much better crew than the first day's )

- it took 8 hours to fill the truck, left behind 20% of our goods and the racking, as the truck wasn't big enough!

- this means I have to take yet another truck and removalists to finish the job.

I am not very happy, as this seems to show that they do not understand volume of goods, and time taken to move many hundreds of boxes.

A very disappointing and expensive exercise! We had to waste a lot of our time moving things to different locations (additional cost of our labour), and the cost was more than double (closer to 3 times) what I was led to expect. (and I still have a lot to move!)