Australian Vanlines

Stay clear – This company was shocking back in 2013 when they lost some of my items & then didn't hear anything back from them after chasing them several times. This time I couldn't even get in contact with them, everyone STAY CLEAR of this company.  Show details

We lost $5,000 - bankruptcy is legalised white-collar theft – Before you do business with any mover, it pays to make a visit to their office and/or storage facility and inspect how organized they appear in-person. Also beware of the complex game of shell companies and storage/packing subcontractors in the moving industry. We learned the hard way that although our contract had Australian Van Lines written on… Read more

the header, at least 1-2 other subcontractors were involved, including one that's still around operating in Melbourne.

In April 2014, we paid Australian Van Lines at least $4,100 in to relocate our 1BR Melbourne CBD apartment to Seattle. Our goods were to be stored in Melbourne for 1 year whilst we traveled Australia and we prepaid in full for the move. From June 2014- July 2015 our goods were to be stored. In January 2015 I contacted [name removed] of the subcontractor who was holding our Australian Van Lines cargo shipment until we gave him the green-light to put our stuff on the boat, to pay an additional $500 I owed for storage. [name removed] happily took my $500 to keep storing my goods until we were ready to have them put on the cargo ship. Little did we know that within weeks, by March 2015, Australian Van Lines was set to become insolvent and we would lose the $4,100 of value we'd prepaid toward our move.

Australian Van Lines and/or their prime custodian in Melbourne, should've notified us the instant they sensed rumblings of the bankruptcy. We trusted Australian Van Lines to notify us immediately if they was going to be any crisis with our goods. By July 2015, when we were ready to move, it took me calling *for almost a week* plus several unreturned emails before I finally got a hold of [name removed] and managed to arrange to get our goods out of storage. All told, it probably took 40 calls and emails to Australian Van Lines and their subcontractor movers to get our stuff back. We lost $4,500 with no hope of getting it back. Luckily none of our belongings were lost or stolen, and [name removed] was good about getting our stored goods back in our hands once he managed to call us back.

Great Service – I would just like to thank you for organising our move from Manly Vale to Urunga. It went extremely smoothly. The lads at both ends were wonderful. Not only were they quick and efficient but they were very courteous and helpful, setting up things at the other end and helping my husband organise things. We were very grateful. We're more than… Read more

happy to recommend you and your company to anyone contemplating a move, especially where heavy items are concerned! These were managed with ease.

Unbelievable!! – There's 2 things that's unbelievable... firstly all the one star reviews... like seriously im not sure if you and I have used the same Australian Van Lines to move our stuff...but this is ridiculous..... I previously moved office twice with AVL... and twice my own home...apart from the slightly more expensive service compare to some of the… Read more

other 1 man and a truck guys ... the service was impeccable and the quality justifies the price.

Everything was wrapped like it's worth a million dollars...

the second thing that's unbelievable is the level of service... the boys that came in were so polite and hard working it felt like a crime if i didn't at least buy them food and drink.

so i say well done to the team at AVL... start to finish unbelievably impeccable service. service, reliability, attitude, professionalism

Highly recommend Vanlines – We moved from Melbourne to Sydney with Vanlines in late August 2014. I highly recommend Vanlines. Their quotation process was excellent. They actually came to our home to gauge for themselves the volume of our belongings. They delivered on their promised timeframes. Their price was very fair. The uplift from Melbourne was excellent. The Brazilian… Read more

gentleman Santos and the Irish gentleman Peter gave such good customer service that it has prompted me to write my first ever review of any product / service on any website. They were pleasant and easy going, fast and efficient, and exceptionally helpful. The delivery to Sydney was excellent. I didn't witness it but my wife gives excellent reports of the two gentlemen who conducted the delivery. In summary, Vanlines was excellent in every respect. I strongly recommend Vanlines Everything Nothing

Stay away! Do NOT trust – No words can describe how woeful this bunch of 'people' are. For a company in the business of moving peoples belongings they havent got a pea between them. Once they have your money all communication stops. They didnt turn up on the day of pickup costing me more time off work while I waited for someone to show up. They offered no apology for… Read more

being late and even charged me more for their stuff up.

So far my belongings are still sitting in their depot waiting for delivery. If their previous dates for delivery are anything to go by I am likely to be waiting weeks for my things.

After numerous calls to [name removed] and being told she didnt know where the truck was, I offered to call the police if it was missing. I then promptly got [name removed] who was previously unavailable who swore at me and eventually hung up.

If you value your time and belongings stay away from AusWide.

Australian Vanlines (QLD) went into Liquidation BEFORE our goods were delivered - DON'T TAKE THE RIS – We recently shipped a whole container of household goods from Japan to QLD, Australia. The Japanese shipping company used Australian Vanlines (who are registered as Australian Movers and Shippers, QLD Pty. Ltd) to handle customs/quarantine clearance and delivery to our home on the Gold Coast. Everything was going according to plan (our goods… Read more

cleared customs and quarantine on March 18) until our goods were due to be delivered and all of a sudden Vanlines started finding excuses as to why delivery was being held up. At first they said the funds we had paid for the quarantine inspection had not arrived in their account, but when that lie began to unravel then they just stopped answering phone calls and emails. If you check the ASIC website you will see they have GONE INTO LIQUIDATION. Google reviews for them and you will see others have experienced similar problems going back many years.

I called Customs and Border Protection and was told my goods were cleared but that they suspected Vanlines might have gone into receivership. However, since my goods were cleared this was now a commercial matter between us and Vanlines and we should wait until a liquidator was appointed. We tried in vain to contact Vanlines, as did our Japanese shipping agent, but we all got the run around…..lies, lies and more lies!!

We waited and on March 26th the liquidator was appointed but when our solicitor contacted them, she was told, "it's got nothing to do with us since your client's household goods are not the assets of Vanlines and as the liquidator we are only interested in Vanlines’ assets."

On March 30, we were contacted by MetroMovers who told us that our goods were in their hands (basically MetroMovers has taken over Vanlines old premises) and if we wanted them delivered we would have to pay delivery and quarantine fees AGAIN($2,350). Bear in mind, we had already paid a Japanese shipper about $6,000 for a door to door service and the Japanese shipper had also paid Vanlines around $2,000 to handle things in Australia.

Our lawyer advised us it would be better to pay the money otherwise it would take a lawsuit to get the goods and then who knows what would happen to our goods in the meantime. So, we paid and our goods arrived today (April 29).

Australian Vanlines head office did not answer phone calls or emails once the trouble started. The QLD branch has gone into liquidation but Australian Vanlines continues to operate in other states. Their legal battles with the ATO go back years according to our lawyer, so I would advise anyone considering using their services (especially for people moving internationally) to steer well clear of them.

Cutoms actually told us we were “the lucky ones” because our goods had already cleared customs and quarantine when Vanlines went into liquidation BUT there are dozens of other customers whose goods are still sitting on the docks waiting to be dealt with!

As far as MetroMovers goes, when it came to the actual delivery of the goods they were excellent. They were on time, efficient and polite!

No contact at all!!! – Communication was excellent when we were in australia, now that we are overseas I can't get any response at all from them - they ignore emails and there phone line is constantly engaged. Not sure what is going on but don't touch this company.  Show details

I can't even get a hold of anyone!! – I used Flaterate to move and store my stuff leaving New York. Everything was so smooth and easy. Then they handed my shipment over to Australian Vanlines to handle the Sydney side of things. I got one email from Australian Vanlines letting me know this and asking for information on where the things should be delivered. I told them to hold on until… Read more

I found a place. That was fine. Then I found a place and sent in the form and asked if my stuff had arrived. Four days after that email I was told that my things had arrived and cleared quarantine. Since then no one will answer my emails. The phone number on the email goes straight to voicemail, I've been leaving voicemails for a week with no call back. When I called the head office for 3 days in a row I was assured I would get a call the following day. I never did. Now for the last 2 days I get a busy signal when I call head office. I don't even know what to do anymore. I want a 3 minute conversation letting me know whats going on and when I should expect my things. At this point I honestly think I may have to get a lawyer since I can't even contact the company!

Move from Sydney to Colorado USA – Australian Vanlines picked up our household belongings on May 29 2014. It was finally delivered to our house in Colorado (USA) on December 20 2014 – 7 months! No promises were made on delivery time, and this was a small shipment, so… they did have to wait until an entire container could be filled prior to shipment. Still – 7 months. Holy cow. … Read more

In addition the bloke who helped arrange the pickup in Sydney left the company soon after and all our customs forms were lost. This was not a huge inconvenience, but still rather disorganized and unprofessional. What was really bad was that for about two weeks I could not get anyone at Australian Vanlines to return my phone calls or emails. I was even writing to the company headquarters – still, no response. Very unprofessional. I do not recommend this company.

Slack! – After 6 and a half weeks sending my belongings from Canberra to Perth i am still waiting. I was advised 21 business days and am now being told it MAY arrive around the 45 day mark and whenever I ring or email for an update I get a different answer (or lie) or I get told they will call me back and they don't. They don't care whenever I call them… Read more

and I have been offered no apology or proper explanation regarding my missing goods. I would never use them again and would suggest no one else use them either.

Very bad after service - I will never use them again – The company management do not have the right mind set to listen to their customers. I wish never used them as we have had no response after sending so many communications. We are still waiting for their response after 6 months! Sadly the sales person promises do not match with their after sales services.

Do not use this company! – This company should not be in business. They have total disregard for their customers and no follow up. I engaged this company to move my goods from australia to canada and it was a painful experience from start to finish. Prices quoted incorrect from the get go and had to pay more upfront as one of the office staff gave me incorrect information… Read more

right through to their terrible service from their north american business partner who made me pay more at that end and then didn't bother replying to me again after i paid nor did they ship my things across canada. This took another three weeks of constant hassling from my end to try and get my things delivered. This was the worst experience i have had with any business in my lifetime. I sent an official complaint to paul defries who doesn't seem to care that customers have had a terrible experience with australian vanlines or that their office staff give out incorrect pricing and delivery information. I did eventually receive my goods months after it was meant to arrive and only after continual daily phone calls and emails to both australian and canadian offices. Do not engage this company for any purpose.

No communication after items delivered damaged – We relocated overseas (Brisbane to Taiwan) and after some items were delivered damaged or broken we haven't heard anything back from them. Poor after sales service. Here is the timeline. Greenvan is the company used in the country we relocated to which was organised by Vanlines. 2nd May Items delivered by Greenvan 8th & 9th May Sent three… Read more

emails to Greenvan with photos regarding damages

14th May Greenvan sent pictures to Vanlines

8th June emailed Greenvan Regarding no response from Vanlines they forwarded that to Vanlines same day

12th June email [name removed] from Vanlines which he responded that he has forward the details to the international claims section

26th June emailed [name removed] again as I have had no response. I have included in this email all the information needed for the claim including pictures

Until now 09.09.2014 still no response from them even though the manager [name removed] and his 2 colleagues were CC'd in the emails from Greenvan. The staff on pickup were friendly and the delivery company on the other end were good also. No response about insurance claim and damages. Poor after sales service. A lot of the items wrapped by them got broken or damaged. We packed most of it with minimal damages.

Do Not Use this company for your removal requirements ! Poor customer service and taking no responsi – Just had my furniture delivered in USA and most of my expensive furniture was received in damage condition purely because of unprofessional packing and mishandling during transit. Despite repeated efforts to get the issued resolved, the company staff remain silent and do not want to take responsibility for the damage. Now lodging a complaint with… Read more

dept of fair trading australia. I would suggest other effected customers to follow suit if they think Australian vanlines have acted without duty of care and unprofessionally. Surely the dept can put them on notice for their non professionalism and poor customer service.

Do not Use this company – We used AVL for an interstate move. Their sales rep promised that they would handle everything and not lose our things. We have moved all over the world. This move was a disaster. The movers were ride and disorganised. They lost track of our things and had no idea what they were doing or where our goods were. They responded to calls but did… Read more

nothing. They lost over 2k worth of boxes of our belongings. We travelled to their warehouses in Qld and Victoria to try to see if our goods were there and they were not. There was no system of storage -no wonder they had no idea. I urge others not to use them. The CEO is not interested in his company's ineptitude.This company should not be in business.

No responses to insurance claims – Moved Sydney to Melbourne, goods damaged due to packing. Completed all documents, returned them to listed contacts and have not had a response in 3 months, even after resending & ccing the Owner in. Clear lack of professionalism. not even a confirmation saying that they received the claim. Bad service ! Unpackers were fantastic Brazilians - good job! Lack of response from 5 employees of the company regarding insurance claim. Show details

Best removalist experience! – I have moved quite a few times and with my recent life changing move across Australia from Perth WA to south Tasmania I wanted the best price and customer service that I could find. From the first contact right through to the safe delivery of my goods I was overwhelmingly happy with the professional and courteous manner in which I was dealt. I… Read more

have no hesitation in recommending Vanlines Perth WA Australia whatsoever! Friendly, courteous, professional, priced right, prompt quote and replies to emails, phone calls.

Highly recomend – Not only did AV come in the best price for moving us from Vic to QLD & back again, they were very professional. Took great care with our items & was the best customer service I have experienced in a long time especially the Melbourne branch. I Highly recommend them. Reliable & inexpensive  Show details

Looking for a removalist company? Then do not choose Vanlines Australia – I don't normally rant like this, so apologies in advance. I feel like, given my current situation, this is the only option I have left to warn people from hiring Vanlines Australia as their removalist. Short version ----------------- Despite advertising themselves as 'professional' and 'experienced', this is not true. Due to our… Read more

removalist's lack of care and clearly experience, we suffered multiple breakages and other damage to crockery and pottery items, furniture and bikes.

Over the past four months of trying to obtain some form of compensation from the company, they have been rude and aggressive, uncommunicative and completely unwilling to claim a shred of responsibility for the abysmal service they provided us with.

If you value your belongings, your money and your time, I urge you to not hire Vanlines Australia as your removalist company, and warn your friends and family against doing so too.

Longer version, in case you'd like more details...

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Once we arrived at our destination and started unloading, we discovered several shattered boxes. it was fairly evident that the truck had not been packed very well as there were several damaged items including boxes of crockery, furniture and bicycles.

Details of damage:

- Several boxes containing crockery and similar items were destroyed, including most of their contents. This included several unique, hand made pieces made by my grandfather, who has since passed away.

- Several items of furniture sustained damage and wear from rubbing, evidence of improper restraint and padding. This included a valuable antique dresser.

- Several expensive bicycles were mishandled during packing, reinforcing my belief that this removal job was handled unprofessionally. The removalists, in their effort to fit the bikes into the truck, had wrenched around the handlebars without loosening the bolts first. As an experienced bicycle mechanic, I can assure you that this is the easiest way to twist the front forks of a bicycle as well as damage other components.

Once I discovered and recorded all the damage details, I contacted Vanlines, and was promised it would be dealt with. From then on I struggled to make contact with Vanlines, either by calling or emailing.

I then contacted the Head office in Sydney to escalate the issue. I spoke to a man who works in the International section. After more chasing I received a reply from him via phone which was incredibly rude and abrupt, and he told me that there was no way that compensation could be given due to "the stupid way I had organised to move house". He placed blame squarely on my shoulders, refused to listen to a word I had said, and left me quite speechless with his behaviour in fact! He directed me to call the National Operations Manager.

I contacted him, and after further chasing he 'sent me an email' which I never received.

My next step was to register a complaint with the NSW Department of Fair Trading. They did their best, but just got brushed off by Vanlines.

My final option was to bring Vanlines to the Tribunal and hope for a favourable decision, resulting in some compensation for my damaged goods. However I have made the decision not to pursue this due to yet more time, effort and stress required to prepare the case. Even if I won, Vanlines would no doubt just claim any costs on insurance, and continue to treat their customers poorly.

Instead, I have decided to use the power of word of mouth, in the hope that no one else out there suffers the same frustrations we have had.

Do not choose vanlines australia!!!

Inexperienced, unprofessional, rude, terrible customer service

Fantastic service – Due to an insurance claim we needed our furniture to be put into short term storage. We've obtained a few quotes from various removalists but Australian Vanlines were simply the best in terms of communication, timeliness and customer service. Hence it was an easy choice to go with them. The crew on the pick-up day was on-time, super professional,… Read more

very friendly and quick. Our big couch and dining table were no problem - the guys knew how to manoevre the heavier and larger items through our relatively small house entrance without any problems. Great service, would move with them again anytime. friendly, reliable, efficient, professional

Worst service ever – Moving from Melbourne to the Gold Coast Initial contact staff friendly helpful and professional Moving day 2 cubic meters under estimated and later picked up by another van no copy of inventory given This began a farcical 9 week wait until it was finally delivered by another company To my horror the TV screen was damaged Reported to Melboune 10… Read more

weeks later told I could make a claim but not much hope of compensation due to no initial inventory and other company says they didn't damage it Would not recommend vanlines to anyone

Customer service appalling

Just can't say enough good things about this company!! – Hubby and I are moving from Canberra to New York. We contacted 6 moving companies for quotes and Vanlines NSW was actually an afterthought, they had moved me to the States 15 years previously. Now then, all the other companies came by to have a look see and all went off stating that we definitely need a 40ft container and we will receive a… Read more

quote within the week. Thank god I wasn't born yesterday and knew not to hold my breath, we had to chase up all 6 movers for the quote they had promised and this is when I remembered Vanlines from days gone by. I called Vanlines and spoke to Sydney who co-ordinated my move the first time out and he had Warwick Foley from theNSW regional office call me and we set up a time. What a pleasure it was to meet with Warwick, not only did he listen to our needs and expectations but he also made suggestions where and how we could cut costs. What impressed us the most about Warwick was his sincerity and the way he made us feel that he would be with us through the long haul, upon leaving he stated that even if we did not choose Vanlines he would be happy to help us with any questions we had. Warwick quoted us for both a 40ft (which is what we came out with but did not need) and a 20ft, even talked about groupage. We all agreed upon the 20ft and Warwick was just as excited as we were to fit it all into this size container. Well a few weeks ago the Boys came to pack the garage up, they were very professional and very pleasant to have around. The way they wrapped and packed was top quality and they were very careful. They came back this past week and finished the remainder of the packing and yesterday 30 May the container was loaded. My husband and I watched it pull up along the drive and our hearts and confidence sank. A few minutes later the Boys arrived and within minutes of chatting to them our confidence was boosted and we knew that if anyone could do it they could. "The Boys" includes Darryl, Glen and Zion and not to forget Enne whom helped out one day, they worked so well together, they packed that container up like they were fitting puzzles together and low and behold they fit everything in perfectly, it was packed to the rafters, the sides and to the doors. Warwick, Boys and Australian Vanlines NSW thank you very much from the bottom of our hearts for making our biggest hurdle such a simple step. We would use you again and highly recommend you, you all went above and beyond anyone's expectations. Professionilsm, support, price, going above and beyond expectaions.

Great Service, Great $$ – What a brilliant company to trust with moving our goods across the country from Perth to Sydney. The price quoted was the best by far and the guys who came to pick up our things were friendly and took such good care of our furniture we were instantly at ease. After waiting a few weeks, delivery was arranged and the boys turned at the time they had… Read more

arranged. They unloaded our things quickly and carefully and were really nice and friendly too. What a pleasure to meet such wonderful people. We would definitely recommend Vanlines to anyone and will use them again if we decide to move. Great price, professional and quick service, timely delivery

Moving Made Easy – We thought you would like to know how wonderful the boys were these past few days packing our things and the container. We couldn’t believe our eyes at the amount of things going into that container and how much was actually in there at the end. every spare inch of that thing was chocker block and what a great job the boys did too. We were… Read more

very fortunate to have them do our packing indeed. Such pleasant boys, very respectful and polite also able to have a joke with them along the way too. Always professional and kept their cool at all times, reassuring us along the way everything would be alright. We feel they went above and beyond the call of duty and we are so grateful to them, and you, for everything. Honestly, it was a pleasure having them here and we just looked in awe at their work ethic and how much went into that container.

Just 8 things left out, 8. Not bad at all, and things that we can live without too. Talk about wrapping Christmas presents, these boys would be the ticket – they wrapped and padded everything to perfection making sure it was all secure and safe plus neat as a pin.

We are grateful beyond words and will recommend you whenever we can, the boys too. It was strange looking at the container disappearing down the road with our life in that 20’ box, but it will be at the other end where a new life awaits where we hope to enjoy a peaceful, healthy and happy life.

Thank you once again, cheers for now.

Robert and Pam

Move from uk – I have already posted a review on here and felt i would give an update. Well eventually our good were due to be delivered on the day before christmas eve because of the machinery which required a fork lift truck we asked what time they would arrive by ten am they assurred me so I arranged for the fork lift driver to be here at ten you guessed it… Read more

the goods arrived at 11.30 costing us a further 250 dollars excess the furniture machinery all unloaded but what was on the truck a trailer which had not cleared customs just as we leaving to go on holiday phone rings they want the trailer i told them we were going on holiday they wanted us to leave key with someone and were surprised when I said no way and as we were going to miss our flight i said happy christmas and put phone down In january they arranged for the trailer to be collected gues what along with the other boxes which went missing it was never ever returned no explanation or anything This company in my opinion has no scruples and is only interested in you till they get your money We paid almost 6000 dollars for clearance and delivery of the goods and this is the service we received be warned

No respect for customers or their belongings

Excellent Friendly service – Australian Vanlines delivered the goods I had shipped from Switzerland. I found them easy to deal with, responsive when I contacted them, flexible with delivery date, and that they and a great attitude. I would definitely use them again. The delivery crew were excellent, helpful, and they came back to collect the boxes at a later date! Flexible, friendly responsive service

Terrible service, lost cargo in transit. Never again – I used Australian Vanlines for moving my stuff from Melbourne to Europe recently. They seemed nice enough on the phone and while collecting and packing my goods. However, their customer service after collection of goods is non-existent. 2 months after they picked my stuff up, I'd heard nothing from them. I had to call them repeatedly from overseas… Read more

and write them a series of emails for them to finally respond, saying that my shipment was on its way. Their excuse was that the person dealing with my shipment was travelling and didn't have time to answer to my emails. The cargo finally arrived 2 months after that, which was about a month later than the outer estimate (3 months) they'd given me. And 2 large packages were missing. Again, they kept me waiting for weeks while they "searched" their depots. Finally (only after I warned them that I would go to Consumer Affairs Australia), did they send me an amount (that was about half the original value of the items) as reimbursement. I had not taken up an insurance coverage, but I did not expect two large parcels to go completely missing. Meanwhile, I've found today, in trying to inform them that I'd received the reimbursement, that they've blocked my email.

Terrible service, and no accountability. I would never use their services again.

Terrible service, lost cargo in transit. Never again.

Prompt service and caring attitude – Australian Vanlines has been very efficient in handling and delivering our goods that we had sent from overseas. [name removed] of Ausstralian Vanlines who handled our stuff showed the utmost courtesy and friendliness whenever we contacted him by email or phone, as well as efficiency and promptness in doing his job. His understanding and… Read more

reassuring ways of dealing with his customers is a great asset for his employer. Reliable, courteous, friendly

Best Service By Far – I am very impressed with the standard of service and care from Australian Vanlines from start to finish. I moved a full household from Melbourne to Germany and it arrived on time without any damages. The packing crew in Melbourne did an exceptional job, whilst they also chose a very professional accredited company here in Cologne to deliver my… Read more

effects. I would be happy to recommend Australian Vanlines to all my friends, as they made the extra effort to assure us on the long journey ahead.

Thankyou Australian Vanlines professional, take their time to go through all details required in an international move

Great company! – The service we received was prompt from day one. Follow up contact was excellent every time I had a question I got quick replies. Nothing was too much trouble for them I was happy not to hear any bad language whilst working at my home. They handled my possessions with care and attention. great crew well mannered eager to help

Absolutely Zero Customer Focus – After moving to Germany 6 months earlier, we arranged with Australian Vanlines in March 2013 to Transport the last of our goods to Germany which we had in storage in Perth. The goods were packed and taken to the Vanlines Warehouse in Perth, waiting for consolidation into a Group Shipment to Europe. At the end of March,I received notification… Read more

from Vanlines that there had been a break-in to the Vanlines Warehouse, and some of our goods had been stolen. Vanlines were not sure exactly what had been stolen, so suggested that they ship the remaining items, and I could assess the shipment upon arrival and then make an insurance claim accordingly. Despite having some reservations about the transaction, I agreed to pay our invoice prior to shipment of the remaining goods when requested by Vanlines, under the advice that they would 'fully support us' in trying to ensure we would be appropriately compensated for the missing items.

When the remaining goods finally arrived in Germany at the end of August 2013, I was surprised to find that in addition to the various stolen items that were missing (mainly Electronics and Tools), many of our goods had been badly damaged during shipment due to inadequate packaging from the Vanlines staff.

After several weeks of frustrating discussions and correspondence, in order to put the matter behind us, we finally agreed to an insurance settlement from Vanlines which would leave us about $1000 out of pocket. The reason for the discrepancy was due to a combination of the excess on the insurance claim, a devaluation of the Australian Dollar of approx. 20% between when we made our initial insurance application in March and the time of the insurance claim in September, and because we had not detailed each individual item on the insurance application form (even though the total insured value was well in excess of the total amount claimed).

I was advised from Vanlines to accept their settlement in September as a matter of urgency, in order to allow for immediate processing of the claim.

Well, now it is late March 2014, six months after the insurance settlement, and 12 months after our goods were stolen whilst under the direct care of Vanlines, and despite many phone calls and follow-up emails (most without reply), we still have not received payment of the insrurance claim, nor any indication of why we have not been paid, or when we might be able to expect payment.

Understandibly our patience with this Organisation has now reached the end...

Unacceptable customer service.

Very professional so far – Australian vanlines got in touch with me after I requested a quote through the-relocator.com. They where they first to respond and to do a survey. The packing of my belongings was done very quick but careful. Our things still need to arrive in the UK but so far they've been a pleasure to deal with. Fast, friendly, professional

Dreadful Company – I moved from the UK where I was assured my bedding would be erected on arrival. Unfortunately there,was no priority box and the guys said they couldn't hang around whilst we went through the boxes but to call the office the next day to chase it up. If you want any customer service then do not use australian vanlines. I have had to chase constantly… Read more

only to be told "use your insurance ".I have emailed to complain about it but to no avail and no manager response either. Not acceptable especially when you spend thousands of dollars on a service!!!!!

Unhelpful office staff who wouldn't help or even reassure.disgusting.