Backload Removals and Transport

Avoid this company – What a shonky mob this is. I communicated with various staff members about a back load, got a quote and proceeded to booking. The communication from the company was non existent, and even after I paid I had no word about when my job would be completed. I phoned twice to speak to different team members and ask those questions, to be told they would… Read more

phone me back. No phone call, but after the second call they cancelled the job with no explanation. When I followed up the next day they blamed me for accidentally clicking the wrong button online (I phoned them while on the road, I didn't even have access to my job). After all that I felt it would be a bad idea to have anything more to do with them so cancelled the job myself. I'm still waiting for a refund - no doubt they'll try and charge a fee for their incompetence.

Poor service and I had to help – 4 bed plus office. Melbourne to Brisbane move. Only one guy showed up to load, I had to help even with my disabilities. He was to exhausted to pack properly so I was charged extra and I was told I could get the invoice written one way to be told after they got my money "No we won't do it!" Couldn't find to delivery address with address GPS… Read more

coordinates and directions. Office staff are hopeless too Took 4 extra days to deliver waiting for payment to show in their account even with proof of payment. I was told I'd get a rebate for having to help load but twice weeks later nothing. Make sure you don't gwt the lift and load from brisbane!!

Stay away...great concept,terrible service – An interstate removal. Goods were damaged, and a TV lost. Was notified 18 months later TV was found, TV still not delivered 2 months later. After multiple Phone calls to rectify the situation, Company would not take phone calls, verbal abuse was received over the phone, phone hung up on and told not to call back - an interesting customer… Read more

engagement policy. "If I was in a hurry I could pick up the TV my self" was also stated. Anyone got a similar story with this entity. I hear Netflix are looking for companies to be on a new reality TV called - send in the clowns. I put in a nomination for you...

Great professional, prompt & caring service – I used backloads.com.au to move a precious large dining room table & chairs from melbourne to adelaide. The whole exercise from pick up to delivery went extremely well. I can highly recommend the driver Martin who made sure everything was packed and delivered without damage. The job was completed within 3 days of booking.

Great service! – Really easy to deal with, from Jodie in the office to the delivery guys. They arrived at the scheduled time and delivered everything on time as well. For a move from Melbourne to Brisbane I was really impressed with the fact that there was no hiccups. I have to be honest, I was wary after reading the reviews online but my experience was excellent! Thanks team!

Absolute Disgrace – There needs to be a selection for NO STARS. What an absolute mess of a company. I also booked before reading the reviews and afterwards was very worried about what I had got myself into. Delivery all went fine. Two of my items were damaged in the move. I the move happened back in January 2017 and I am STILL trying to get compensation for my items… Read more

and it's now the end of May. I please please please beg you spend a little bit more money to go with a company you can trust. This has been an absolute nightmare.

Very quick, very cheap, very friendly, terrible communication – I booked this service before reading any reviews. After i booked I was panic stricken and concerned for my belongings because of these reviews. However much to my surprise a mere 3 days after my shipment was booked I was advised of a delivery date. This date however did get Changed 3 times with very limited notice and in they only lose one star because of poor communication.

Good pick up, Poor delivery – I will preface by saying that I originally went with another backloading company who decided to cancel two days prior to our moving date from Melbourne to Brisbane. We were hesitant to use backloads.com because of all the poor online reviews. However due to the circumstances we went ahead an booked with them. They were very quick to respond and… Read more

got us booked in with one days notice. They arrived the next day when they said they would and were pleasant to deal with and were very accommodating, did not push for payment and were very responsive whenever we would ask them for updates of arrival etc.

However delivery was terrible, did not arrive when they said they would and they showed up without notice on a Sunday. They were also missing some items.

I do not think that their rating is an accurate representation of the service they provide. I understand there will situations where customers will be unhappy with the services provided (which happens in every service driven business), It is more likely that these people would take some of their time to share their negative experience which is fair enough and within their rights to do so. However I think people who have had a good experience don't bother taking the time to leave a review hence why their rating is so low.

TL:DR We had a devent experience even though we were hesitant at first due to online reviews. Good pick up, poor delivery

Absolute Horror Don't Use this Company – Moved a lounge suite from Melbourne to Gold Coast. It was so badly damaged when it arrived the armchair could not be cleaned or repaired and I had to take it to the dump! I called the company who did not care one bit! I took insurance but only to be told it wasn't covered for the damage!! I even had plastic to wrap it in and was told by the… Read more

driver they didn't want the plastic on. This company should be on 60 minutes. They should be closed down or at least get their business in order and look after their customers. Appalling.

Horrific experience do not use!!! – Arrived a day early and had the worst time dealing with [name removed] who made my girlfriend cry after calling several times and demanding money he was rude and bullying. Had to move everything as they did not provide another removalist guy to help. They should be reported to 60 minutes I don't know how they are still in business.

Please do not use this company! – Moved from NSW to VIC mid 2016 and what a horrible experience it was! The driver rang up the day before our load was booked in to try and pick up early. Was very aggressive when I said that it was booked in for the next day and that he couldn't pick it up a day early. The drivers turned up 3 hours late on the booked day, not knowing how to… Read more

work or pack the truck. We just couldn't watch!

Our load arrived 2 days later (a pretty decent time) only to find many things broken, like our near new TV and dryer. Our mattress was also soaked in soy sauce?!?! Still not sure how this happened. The drivers said that we could claim the items on their insurance, however upon calling the company they wouldn't have a bar of it.

After spending close to $2000 replacing our damaged goods, we're not very happy at all. Please, please do not use this company!

Inflexible on Delivery Date Disappointing – My Daughter arranged to move some of her Furniture and Personal Effects from Melbourne to Perth recently, pickup and transit time seemed to work okay, however 2 days before delivery, I received a text from Backload advising the delivery date on Saturday which coincided with me attending a family wedding out of town, so I asked if they could… Read more

deliver Monday (considering Pickup is Mon-Fri only!) The Operator who is obviously the same person mentioned in these reviews, was quite robotic in his response saying this would incur an extra $215 in re-delivery charges! considering this amounted to almost 35% of the whole transport bill, I was horrified and immediately expressed my disgust at their inflexibility to a legitimate request, I never got the feeling the person I was talking to was on my side, he wasn't rude, but very matter of fact to say the least.

Others planning to use this company, provided you can be available all day on pickup and delivery (they call you 15 minutes before!) is very inconvenient, some other reviewers say they don't even turn up! So clearly these operators are agents only, use multiple suppliers, and consolidate your property with others, and therefore have little control when things go array. For example following delivery I received a call from the same robot looking for an item that may have been amongst my daughters effects, it wasn't but all this deadpan could express was his disappointment that it wasn't, no interest in me going to the trouble to have a look.

In case you were wondering, my daughters effects were delivered on the Saturday they insisted upon, no one home but fortunately I have a front veranda (not totally secure) but at least my daughter saved the re-delivery charge. Her Cabinet was slightly damaged (scratches) not even going to bother to report it, will fix ourselves.

My advice! check with a bona-fide operator (well known removalist) for their rates and conditions beforehand, these guys are not really that cheap , and considering the high risk of something going wrong with their strict pick up & delivery policy and poor customer service ability, you would be setting yourself up for grief! needless to say my daughter wont be using this company again.

Shocking company damaged goods – I had a very small move from the Qld border down to NSW. My goods were damaged on arrival. Glass shelves smashed and took no responsibility. I took out all risks insurance but then i was told the insurance does not cover glass breakage. It has been terrible service from the company. Once they take your money they dont care anymore. Shocking company. Please dont ever use them. They take your money and run. Shocking shocking shocking.

Horrific experience! Do not use! – I simply wanted to move my bedroom furniture from the Goldcoast to Gosford for my new job. I worked out that I would save money taking it with me rather than buying new. I paid >$1107 for the service with backloads.com.au which included a month's storage whilst I found somewhere to live. This in itself was not cheap but had the service been as… Read more

promised I would have been happy. The initial problem came when they did not show up 3 times as promised to pick up the furniture. I did not even receive an apology or message to say they would not be coming. Either I or my kind housemate waited in from 7am to 5pm for the 3 days they had promised a pick up. I then sent an email asking for my money back as I was fed up and the following day someone turned up with only 30 minutes notice to pick up my furniture. I was at work so my housemate let them in. When I got back from work I realised about $1000 worth of belongings had also been taken from my room (it was obviously separate to the furniture being picked up) - expensive make up, chanel perfume and a phone charger. The problems did not stop there, they then canceled on me 3 times for redelivery without any apology. I had swapped shifts at work in order to be home, then would get a last minute text to say the delivery had changed to another day. When the furniture finally arrived it was dirty, the desk was broken and there were a few screws missing from the bed which made it difficult to reassemble. I SO wish I had read these reviews and never gone near the company. With the cost of replacing the stolen items and the removal cost I have spent more than the furniture was even worth! The removalist/his partner obviously deny stealing from me so I have had no apology from anyone nor an offer of any form of compensation. Steer well clear of this awful company. Moving state for a few job is stressful enough without these disgusting thieves adding extra stress and financial strain. I have let fair trading know as this company needs to be shut down.

Beware Beware Beware – I have never received worse service. I felt devalued as a customer, and I felt abused as a human being. The machine was not picked up upon booking with the claim that the driver had been to our home on three occasions. Basically, the staff accused us (the customer) of lying. The driver spoke with my partner on one occasion, and my partner told him… Read more

that no one was home at that time. The driver continued to call on a private number with no number to get back to him at random days & times apparently showing up at my house (which he did not). When I called to clarify staff told us they were not picking up the machine & to drop it off at the depot (that defeats the purpose of door to door service). When I spoke to the driver he was claiming of taking photos of my house, which leads me to believe that this issue arises quite a bite; however, furthering my disappointment with such an unprofessional company. There was no explanation given as to why there was no contact number for the driver (which is strange because most people work, and can arrange to call back immediately when an important call is missed). There was no written agreement or proper quote given (which is also quite strange as there is no accountability to the company without the agreement). Lastly, when I asked the driver to stop being rude to me or I would contact authorities he hung up on me. Later that afternoon Backloads continued to send texts to my partners phone to arrange pick up after previously telling me that they would not pick it up. I would maybe have accounted this horrible experience to communication mix-ups or more insight to there being random issues; however, I have read 18 reviews & 15 are terrible. Most of the complaints seriously violate ethical business, and even business laws. We are disgusted by the service, and have not even received an apology.

Good if you're prepared to keep the communication with them constant – I had a similar experience to Sophie, who also gave the company 4 stars. My small removal was of a queen sized mattress and bed frame. So long as you are prepared to put in a bit of time communicating and following up with the company, you'll find that they provide the most competitive prices around, and deliver the service that you paid for.

Review - 10 real facts about this organisation - Do I really have to give them 1 star? – This service provider has continued to ignore court judgements to pay for damages to our furniture. Listed below are 10 real facts (removing emotion) about this company and its owner. Fact 1: This organisation is not affiliated with a professional body of removalists therefore does not operate by a recognised industry standard of service for safe… Read more

and effective removal of your personal items.

Fact 2: This organisation does not conduct the actual removal and transport. Backload Removal and Transport will engage other carriers with whom may not and often will not provide evidence of their professional standard of service before being engaged to your specific job.

Fact 3: The transport cover for your items offered by Backloads Removal and Transport (at an added cost) is not insurance, therefore is not underwritten by a recognised insurer and therefore not subject to law or regulations which govern fair and equitable guidelines for insurance provision.

Fact 4: The terms and conditions stated for any level of cover grossly devalues your items per annum so in the event of a claim being made, your items become almost worthless in under 1-5 years old.

Fact 5: The terms (sections 15 and 16) loosely indicate the value of items is initially determined based on your original purchase to calculate the market value (subject to and inclusive of depreciation). This organisation will revert practices such as online auction initial bid pricing as a determined baseline for similar (not like) item market values.

Fact 6: The terms and conditions of service, pray on and is built around the grey areas of consumer law, therefore allowing these operators to continue to sell their services with little or no obligation to the consumer.

Fact 7: In my experience, any formal communication regarding a dispute or claim that is made (if and when they decided to respond) is always anonymous therefore adding to the decreased accountability to the consumer.

Fact 8: Evidence by most of these reviews and in my experience, indicate these operators often do not fulfill their stated promises for scheduled or arranged service provision often leaving the consumer in doubt and concern for their goods.

Fact 9: Evidence stated in these reviews and in my experience indicate this operator does not state the truth with regard to his activities and how he conducts his business operations and dealings.

Fact 10: During the dispute with this organisation at the NSW Civil Administrative Tribunal, The NSW Local Courts and The ACT Magistrates Court, the primary representative for this business displayed very little respect for the processes, myself or the engaged legal bodies.

The owner has his business based in the ACT, so if you want to file an action against the business/owner, current Australian state and Territory laws place extensive barriers before you making it difficult (but not impossible) to get payment from them. If you explore the Backloads website and any communication from them, etc. you will see there is very little information regarding his office site address or direct contact information to hide from unsatisfied/unhappy customers.

Due to the above, the owner of this business has continued to thumb his nose to the formal court orders placed against him and his business. Evidence of his continued conduct indicates nil respect for others than himself.

I wish I had seen this review page before engaging this operator.

The question to any prospective person considering using this operator is; Do I really want and need to use their services?

My recommendation is to avoid these operators at all cost. Pay very little more to another reputable and professionally affiliated operator for a lot better service, peace of mind and protection of your property. My particular case still has not been closed with outstanding court orders currently in place.

Update May 2017- no changes to the case to date and more people deceived.

3.5* Exceeded expectations – I booked a removal from Adelaide to Melbourne through backloads.com - after being very happy with the quoted price. I then saw the reviews and became very hesitant - I contacted the company to ask them to address some of the terrible reviews online and their response was very prompt and clear. After this communication I decided to proceed with the… Read more

booking. All subsequent communication was very pleasant and responded to very promptly.

In terms of the actual removal process there was an error in which my booking had been confirmed for pick up on Thursday, and despite several confirmations the pick-up never eventuated. I got in contact with David from backloads the next morning (Friday), with a view to cancelling my booking, however he had sorted a replacement removalist to collect my things in Adelaide less than an hour later. This was collected no worries by a lovely removalist and was at my door in Melbourne less than 48 hours later (Sunday morning).

I think the key for my booking was to be in constant communication from the time of booking until the delivery ( making a bit of a nuisance of myself), so it was in their interest to ensure my booking went smoothly. I was able to conduct the whole process without needing to get angry or feeling like I was being given the run-around. Of course, having to manage the booking to such a degree wasnot ideal, and I wasn't moving essential furniture, so it wouldn't have been a disaster if the process had been dragged out, but for the price (by far the cheapest quote I received) I was happy to take these steps.

If it hasn't been for the collection mix-up I would have given a 5 * rating.

Pretty good – I know this maybe the exception to the rule here but my relocation from Adelaide to Melbourne was pretty flawless. Stuff was picked up Friday by two very nice guys and i had it damage free in Melbourne by Wednesday of the next week. There was a slight issue with miscommunication about the delivery happening on Monday and i didn't get… Read more

notified it wasn't and had to ring to enquire but other than that everything went very well and the price cant be beat.

Abusive, Irrational, kept my money and refused to service – I booked, paid, called to confirm the date and time. Everything was great. They didn't show up. I called, the guy who I believe is the manager or owner became so unbelievably aggressive immediately after I asked, very normally, what was happening. He was the same guy I spoke to a few days before to confirm. He lied about our conversation to me,… Read more

yelled at me, refused to stop talking when I asked him to please stop talking and listen so that we could arrange to be at the address on another day. Then he told me he may not even have trucks in my area for days and I would get a phone call half an hour before the truck arrives on 'Any day'. He was absolutely unbelievable, I was so taken aback by the tirade, simply for enquiring about why no one had turned up for a job I booked, paid for and confirmed. I asked for a refund because we can't just hang out at a house we no longer live at for goodness knows how long for a truck to turn up. He said the job is for today between 7am and 10am and since I am cancelling on the day at 12.30pm there is no refund! But no one was going to turn up!! I tried to say how irrational this whole situation seemed and he went on and on about how wonderful his service is and he runs a tight ship of great blokes and Im just 'one of those people' who likes to whinge, but seriously, I wasn't whinging, I was begging this guy to stop yelling at me and work out with me how and when my things would be moved. He was abusive, awful and someone I hope I never ever meet again in my life. Don't ever use these people. He has my money, didn't work for it and I still don't have my things. Completely bewildering.

Doesn't even deserve 1 star!! – I am very disappointed that I choose this company I have absolutely NO idea how they can still be in business. Moving interstate is already stressful enough without dealing with the multitude of issues. Its a shame that I didn't check on this site before I paid. They are now where near cheap enough to warrant this grief. I agree with others I… Read more

liked their quoting service, but then it was all down hill, no communication and simply unprofessional service. I have been waiting for 2 weeks, and still no one has a clue when I should expect my things to arrive.

Totally unacceptable service in every regard – Do not use this crowd if you have specific dates you need to have things picked up/delivered by. My job was quite small and was going on the back on someone elses move, so I completely understand that my small job wasn't a high priority for them. What is completely unacceptable is the complete lack of communication. I gave a pickup date… Read more

range from Saturday to Monday. First they said they'd come Saturday. They then changed it to Monday (fine by me and they let me know). I hang around the house Monday waiting for them to turn up during the time frame advised. No one shows up, and I have a flight booked to fly out of town. I call them to be told they ran out of room and someone should have texted me - I got no text. It's then moved to Tuesday. Again, I wait at home in the given time frame, getting nervous as I have changed my flight for later that day. No one shows up, I call them to be told (with no explanation) that it will now be Wednesday. I change my flight again...

Needless to say I rebooked with a different crowd who were much more professional, called me back when they said they would, honoured the original price they'd quoted weeks ago even though it was a last minute job. The guy came when they said they would.

If you don't have anywhere to be or deadlines to have your stuff moved by, this mob is OK considering how cheap they are. Don't expect ANY updates or communication if something goes wrong though. I'll certainly be avoiding wherever possible given that I've now lost 3 days of my life to these people.

Atrocious - do not use – Like similar reviews, they did not turn up on the right day and were not contactable for the next day. Finally the truckie (who's from another company) called and I told him not to bother coming. He apologised and it sounded like this happened all the time from this awful company. Do not use this company.

Terrible, cheater and arrogant don't ever approach - not even a movers – Initially as a sale point of view they were good. Once they got the business and issued the quote and payment was done then they shown their true color. I approached backloads.com to move from VIC to QLD. After payment was completed whatever they told never happened. The customer service is very rude. Delivery supposed to be on Monday and came on… Read more

Saturday. Every time I call customer service they told me to send an email and no reply. The delivery truck on other hand they don't work for backload and are not happy to talk about backload. The delivery driver told me that backload is rubbish. Customer service are not ready to listen. They delivered the items damaged and now they are saying it was in same condition since the pickup. Last funny thing they sent me was one more invoice saying that I have to pay additional fees. Again I called the customer service one of the representative told me to ignore as it is just quote and other one told me to reply that email. Can't understand how come same team member don't know what they are doing?

All I can say is don't approach backload and don't get headache for ever. I never never never recommend to anyone.

People over there.

Always check with people who move the stuff and charge per cubic meter rather than inventory.

Check with them whether the same truck will come for pickup and delivery

make sure you are dealing with business owner rather that stupid agent like backloads.com

The worst moving company ever! I have never experienced such incompetence and poor service – Our move was planned months in advance with the specific instruction that pick up had to be on a particular date as we were leaving the following day. Called throughout the supposed day of uplift (and the day before) only to be ignored and palmed off. Was eventually told at 5:30pm that they would check their manifest and get back to me on a pick… Read more

up date for the following morning only for them to send me a text message saying pickup was planned for the following afternoon. When I went to call them back to say this was not possible they had gone home.

Following day same story, putting me off all day until I got the drivers number. At which point I managed to get out of him that he probably wouldn't be able to make it till the next day which was apparently Backloads scheduled pickup time all along. This left me having to leave a friend with the responsibility of uplifting our entire home as we had to leave as originally planned.

If you appreciate honesty and actually being able to speak to someone this company is not for you. Will let you know how far you can be pushed before you have an anxiety attack!!

Painful Experience – Hi, I would like to make a formal complaint about the breach of the service terms and conditions caused when organising my move from North Perth, Perth to Southbank, Melbourne. The sequence of events: 1) I received a quote for my move on the 23rd April 2014 with a pick-up date of 27th April 2014. 2) 24th April 2014 I received a reconfirmation… Read more

of the move with a pick-up date of 27th April 2014.

3) 25th April 2014 I received an invoice for the 27th April 2014 move.

At no point in did I receive any feedback or correspondence from Backloads that the move could not occur on the 27th April 2014. I made the booking online and there was no information stated on the website that did not mention otherwise. I requested a preferred pick-up time of 9am to 12noon on this day.

I stayed at home all day on the 27th April 2014 and waited for a call. I tried to call Backloads during the day every couple of hours but there was no response or message on the phone as to why my phone call was continually dialling.

On the 28th April 2014 I was booked to catch a flight at 1pm to Melbourne. I called Backloads at 8.30am AEST and asked why and when the move would occur. There was no indication of time after repeated requests. I called every hour on the hour to get updates.

As the Backload customer service staff were not able to give me an indication of the time of arrival Backload customer service staff suggested I move all my personal effects into one room inside my house or to an unlocked garage and then place a key in a hidden location to give the removal staff access. I did not feel comfortable nor risk the security of my house or garage as I shared my house with 3 other people.

I had no other choice but to move all my personal effects to an outside room to make it easier for the removalists. This caused significant inconvenience for myself as I needed to carry several boxes outside which I would not need to do if the removalists had arrived at the confirmed day and time.

Luckily I had a friend that was on their rostered-day-off and they were able to assist in supervising the move. They sacrificed their free time to supervise the move which I greatly appreciated.

Due to the ability for me to book, confirm and pay for a move on a specified date and time I believe that I should be compensated for the inconvenience, time wasted and stress caused due to:

1) My time spent on the 27th April all day at home with no communication.

2) My time and effort to move my personal effects to the outside room.

3) My friends time to supervise the move.

Also at no point in time did I receive an apology for the incompetence and lack of communication from a manager or senior staff member. I had agreed to all the terms and conditions provided. However Backloads did not adhere to all the obligations and service requirements that were stated in their terms and conditions. This is a clear breach of the service agreement that I had entered.

Do not use them!!!

Backloads.com = Poor service, poor communication

Non existent customer service, terrible company – This is the most horrible company I have ever had to deal with. After booking and getting many confirmation emails my partner called on the morning of delivery to confirm the time of arrival. When booking online I had completed the earliest possible and latest possible arrival time to indicate between 8-3pm, quite a wide window I thought. … Read more

When my partner phoned he was informed that they would be arriving between 5-7pm that evening. He told them this could not possibly work as our apartment building had restrictions on when out goods lift could be used (not after 4pm) and that we also had cleaners coming at that time as it was the end of our lease.

He was told by the staff member that they would either be there at that time or we could cancel. As we had to be out of our apartment that day and had bookings to leave for Brisbane later that evening neither of those were an option.

I then phoned back to speak to them and have never been treated more rudely in my life. While trying to ask for another option I was told to stop being a rude [censored word removed] by the 'manager' and he had already spoken to my partner and did not have time for this. Again I was given the option to cancel or wait for the later time, which I began to explain the issues with and was hung up on.

My father then called and threatened legal action based on the email confirmation and the payment I had already made. A truck showed up at 12pm. If pushed hard enough it seemed there was another option.

Arrival was no good either. Upon calling 6 days after the pickup we were informed the office could give us no information as to where our stuff was, that we would get a message the night before it was to be delivered. As this was being delivered to my sisters house she would have to be home and need some time to organise a schedule. I received a call from her at 6.30pm on a Friday evening to inform me she had just gotten a call from the delivery driver saying they would be there in half an hour!

The whole family were currently on route to dinner at this point, so my father called the delivery driver to inform him that was not good enough. He was sweared at and told if no one was at the house out stuff would be dumped in the front yard. My father asked to speak to his manager, he claimed to be the Queensland operations manager. He was then hung up on. We all then diverted our route to my sisters house and got there as the truck arrived. The delivery was quick, but a manager the driver was not.

No sense of customer service in any way, I understand it is a back loading service but that was just disgusting. Still waiting to find out if any of our stuff was broken, and will threaten further action if it is. Will never use this company again and will do everything in my power to make sure no one else has to put up with it. From the other reviews it sounds like I was lucky just to get my stuff.

No customer service whatsoever

Worst backloading company ever – What a terrible experience. Booked my backload from gold coast to sydney a week before the required date. It was meant to be picked up on wednesday the 15th of january 2014. I had to keep calling them to ask where the truck was, which i was told was 'in repair', but they would definitely have it for my in the afternoon. They never called me once,… Read more

was always me chasing them. It came to about 3pm and i called again, to be told two times that they will definitely have the truck for me this afternoon after it gets fixed. It gets to 5pm qld time, 6pm nsw time, and i had to call again, to be told the truck was not coming. I had to leave to drive to nsw that night, so they left me at 5pm with a packed up unit, no furniture, and having to delay my drive to nsw to rebook with another company.

Obviously no one can book that fast at 5pm at night, so they told me they can maybe get a truck for me tomorrow. I got a text from someone at 12pm at night from backloads.Com.Au saying here is a number to call for tomorrow and they can definitely get me there tomorrow. I called that number in the morning and he said it wasn't until the following monday!

After being stuffed around i finally went with someone else who also stuffed me around. I did not once get any apology. When i called for a refund i was told it would be done that day, well it's now a week and a half later and after me having to call to chase it up again, i was told it was only processed yesterday, meaning i have to wait another whole week for my refund.

Do not use, so bad!!!! Don't book a job if you can't fill it.

Utterly incompetent at every level of the business - STAY AWAY – Took an entire day off work to receive a delivery and they didn't show. They send text messages to try to coordinate delivery/redelivery but never confirm and just don't show up. They delivered my goods to the wring address and after calling then over two weeks in excess of twice a day I was provided with the details of the person to whom my… Read more

goods were erroneously delivered for me to sort out!

A complete joke of a business. There is no focus on customer service and the "manager" was incapable of coming up with a solid plan to solve the problem, didn't apologise for the mix up, and whilst hearing my complaint said he had another call and had to go and basically hung up on me. I called back and he'd conveniently "gone out on the truck". He wouldn't give me his last name, but his first name is [name removed].

I am unlikely to see my goods delivered, ever now. I am considering taking legal action against them now if it is not resolved within a week.

I cannot stress this enough: do not use backloads.com.au. do not use.

non-existent customer service, no communication, missed delivery

I did a move with these guys – I did a move with these guys from Sydney to Melbourne. When they took longer than expected, I rang to ask what was going on. Get this, the so called 'Operations Manager' actually told me to 'get [censored word removed]'. This is not a lie. He also told me to 'get off my high horse' and if I want my stuff back I better shut up. Never been spoken to by a customer service person before or since.

Backload Removals and Transport - Don't touch Them!! – Had to move a small load of domestic furniture between two country towns in Queensland. (Approx 800km)Contacted Backloads who said yes no problem. I stressed the importance of getting the load picked up on the 4th October. I spoke to a "Manager" at Backloads ([name removed])who said the load was booked for the 4th, and paid $1800.00 on the 3rd… Read more

October. Friday 4th 10am received a call from the Truck driver - broken axle in Townsville, but would have another truck there on Saturday 5th early in the morning. Saturday 5th - no truck. I rang Backloads ([name removed] again) who said the truck had gone without the load. No apology, very abrupt and rude. Stated I would have to wait until Monday for another truck, if I didn't want to do this I could cancel and loose $844.00 cancelation fee. As it was a long weekend and I couldn't arrange an alternative I agreed to wait for the truck on Monday. Monday 7th - no truck. Rang backloads again and was given the brush off and told the truck would be there Tuesday. Tuesday 8th I contacted backloads at 8am and was told "I am having trouble getting a truck" (after having been told the truck was booked) I canceled the contract, and was told my money would be refunded in 3 to 5 days. The service from this company was appalling - I don't think they ever had a firm booking with a truck, and they basically lied and fobbed me off every time I spoke to them. As yet I have no refund (10th) If they deduct a cancelation fee I will pursue the matter through the courts, as I refuse to pay them for NOT doing the job.

Rude, uncaring, unhelpful staff - non-existant customer service

Completely unreliable and non-existent customer service - be warned!! – I booked with this company a few months ago to move a small item. The day they said they were coming to pick up the item they never did. I rang the following day to inform them that the item had not been collected. I was given no explanation as to why the item had not been picked up. I was informed that the next available day to pick up was the… Read more

following day so I agreed to reschedule for that day.

Again they failed to pick up as promised I contacted them again to ask why the item had not been collected as agreed to. I was again given no explanation as to why the item had not been picked up. I expressed that I was unhappy that this had occurred again. I was then given the next available day for the following week however this could not be guaranteed. I again expressed I was unsatisfied with the service and asked if I cancelled what penalties I would incur. I was told I would get a full refund of the amount paid. I clarified this with them and they said I would receive the full refund in the next couple of days.

A week later still had not received any of my money back. I contacted the company again to see why this had occurred. I spoke to a girl named 'Alex' who had the worst customer service I have ever encountered. She informed me that as I had cancelled on them I would not be receiving a full refund. I informed her that I had already been told that I would receive a full refund and that they failed to provide the service as agreed to. I asked if I could talk to her manager to sort out the issue but conveniently her manager was not available. I then asked if I could have her manager's email address however she refused to provide me with this. I told her I would be going to Consumer Affairs and lodging a dispute with my bank in order to get my money back.

I contacted Consumer Affairs to see if they could advocate on my behalf. I was advised by Consumer Affairs that despite their efforts the company would not be refunding me the full amount. They advised me to take the matter to the Small Claims Tribunal. After emailing them stating I would be escalating the matter further the company eventually paid me the remaining amount.

Do not give this company any business as they will continuously let you down and take your money. Thankfully I found off Gumtree a man who regularly comes to Melbourne to pick up supplies for his small business. He picked up my item, was half the price of backloads.com and I received the item in less than 24 hours. I was amazed by his service and reliability.

Lesson learnt. I will never be using nor recommending backloads.com again. Had I not involved Consumer Affairs and threatened to take them to the Small Claims Tribunal I would have never received my money back. Please take heed!!

Refused to refund my money, rude customer service, completely unreliable

Completely dishonest and unreliable – Booked this company months ago to move a fridge. Called on day of pick-up to confirm, and they said yes they were coming. They didn't turn up to the job. Had to ring to ask where they were. Simply said they were coming the next day. Same thing happened that day. Called to confirm, they said yes, they didn't show. Said they would come two days… Read more

later and confirmed a time. Again called in the morning to confirm, they said they were coming, they didn't show, driver lied about a 'family emergency'. When I rang them to talk about it and find a solution, they were cold and indifferent... Even hanging up on me at one point.

Don't book with this company, especially if your move has time limits. They will let you down. We ended up ringing the company who were handling storage of our other goods, and they came within 30 minutes of the call, did the job for half the price and said that they refuse to do business with backloads.com. Lesson learned! At least I learnt to always go with local, family-owned businesses. Dishonest, lazy, unreliable, poor customer service.