Reviewer Photos & Videos
- Chess Moving NSW, Sydney
Chess let us down badly
We contracted Chess Moving Sydney to relocate our household contents from Australia to Canada. They let us down badly in five ways – completeness of inventory, customs clearance, price, packing and timing.
Completeness of inventory: we had to leave Australia before our goods. We left detailed instructions with Chess for what was to come to Canada and what was to be left behind. We arranged for a family member to give Chess access to the property for packing with the instruction “You don’t need to worry about anything – Chess knows what to pa...ck”. When our goods arrived in Canada a large steel workbench, a set of antique plan drawers and a chaise lounge were missing. These were all clearly included in the email to Chess explaining what was to come to Canada. They did a poor job packing the container, ran out of space and simply left them behind. We have no recourse because the family member that gave them access to the property also signed off on the loaded inventory – without our knowledge or consent. We considered taking legal action and were advised that we had a good case but that the costs involved would mean that even if we won, we would lose. Customs Clearance: the Chess contract includes “Normal customs clearance”. We took this to mean that Chess was handling all required customs activities, and nothing was required from us. This understanding was confirmed by the Chess representative. This is not the case and it caused us problems because we did not declare that we had a container of household goods to follow when we entered Canada. Canada (and I suspect most other) Customs require customs clearance to be handled by the importer, and not the mover. We had to later attend a Canada Customs office and complete declarations etc. to enable our goods to be cleared. What Chess mean by “Normal customs clearance” is that they will make your goods available at a customs facility for you to complete customs clearance. To make matters worse, the facility they arranged for our goods to be available at was four and a half hours from our home. There is a Canada Customs facility, that provides the required service, just under an hour from our home – we had things happening and could not make the long trip, with likely overnight stay, and it cost us an extra $588.75 to have our goods presented at the closer facility – an extra 64km driving for the movers! Price: we accepted a quote for $18,250. When we went to pay, we were told that the shipping costs had gone up and the price was now $22,750. Yes, their quote noted that it was subject to variation due to shipping costs, but this was extreme and with no transparency (we have no way of knowing what they actually paid for shipping) it just felt like we were being screwed as we were too far into the process to change, or back out. Packing: the quality of the packing of our goods was mixed. Some was packed very well but a lot was packed very poorly. It looks like the packing team were told to use plenty of paper when packing our boxes because many boxes we opened had big bundles of 15-20 sheets of paper thrown in the bottom of the box and then none wrapped around individual items. There was a stone lamp base thrown in with a box of clothes – which would have been fine if it was in the clothes for protection, but it was on the edge of the box and was broken. Garden ornaments in a box with no protection and broken. Clothes in the same box as shoes with nothing protecting the clothes from the dirty shoe soles. Clothes in the same box as a dirty floor rug with no protection. A garbage bin carefully wrapped in bubble wrap and then crushed. Timing: when we booked we were assured that the normal estimate of 7-9 weeks was still a reasonable expectation despite the pandemic. We received our goods after 25 weeks! We understand that pandemic shipping conditions are out of your control - but you are industry experts and should have warned us that there would likely be a significant delay.
- TAS, Launceston
Removalists broke our tv - poor communication
We moved from TAS - VIC. Our tv arrived completely smashed (we paid them to package it and it was delivered un packaged), our washing machine came slightly damaged the control panel on it doesn’t stay in place so we need to get it fixed. We paid to have the tv packaged and still our tv arrived without packaging and completely broken. We have since called the company, they could not deal with it over the phone so we emailed like we were told to and it has been a week and still no communication back on them accepting that they’ve damaged our property and not even at the minimum a refund for the packaging we paid for and did not receive.
- TAS, Hobart
Lost our items and ignore contact requests. Do not use them at all
I recently moved from Brisbane to Hobart with Chess Moving. When they picked up my gear in Brisbane they promised me that it would not be moved on the way to Hobart so could chuck a few extra things in.
They added in extra a HP smart Tank Printer, an esky full of whiskey bottles, 2 pots and a lamp stand. On arrival (a month late due to the floods) these items had all been taken out of the container and I found out containers had been changed.
They had also confirmed that a plastic tub was missing which was full of my RM Williams Leather Jac...ket, RM Williams Boots and a pair of ray bans. I have been trying to follow this up with Chris their operations manager who has stopped responding to me, (I have email thread to prove it) and then with Brian the director, who promised me 10 days ago he would follow up. He has not gotten back to me and I have called 3 separate times and been advised he would call back. I need this fixed as need my items or then reimbursement for them, they lied to me in Brisbane which is deceptive conduct and then are not taking any credit for it in TASMANIA. Any assistance would be greatly appreciated In total I estimate the value of my missing items to be valued over $2500 which has gone missing completely due to "Services not completed with care and skill" as they did not take care to avoid loss or damage
- TAS, Hobart
After losing items from Brisbane refused to help
After losing items that we had sent from Brisbane to Hobart, everyone in the Tasmanian branch was unhelpful bordering on ignoring my complaints and questions. Have a long email thread of one way emails which I sent to their staff and never heard back from. This has been going on for months now with them ignoring me.
The emails are just some of my thread with [Name Removed] who is the operations manager in Tasmania.
Great customer service.
- Chess Moving VIC, Melbourne
lack of customer service - keep being ignored when I just want a quote
I've emailed and phoned a number of times just to get a quote and I've not had a response, I've even emailed the manager and been ignored, worst customer service
- Chess Moving TAS
OK movers, but lost a box and damaged others
So I paid a small fortune to move from Victoria to Tasmania, and decided to fork out extra for insurance, for piece of mind.
On drop-off day they dropped a box off that wasn't mine, which I returned. Concerning, but after a quick discussion with the guys, they stated that sometimes interstate containers are shared. After a week of hectic unpacking, I realised they didn't deliver a box. Worth a few hundred dollars, it's hard to miss some things. I decided not to mention the crushed boxes and damaged stuff... though this might happen.
I raised...the lost box issue and was told that they would look into it, I waited for 3 weeks. After which I decided to lodge an insurance claim. Almost immediately they rejected it, sending a copy of their "manifest". The insurance isn't worth the paper it's printed on. Bad form, totally inept service, and not so much as an honest reflection over what happened, then again I guess this would be admitting liability. Quick to collect cash and masters at dodging insurance. FOLLOW UP: The regional manager followed up, after posting this review, he indicated he'd check with the regional office in Tasmania. Again, he avoided the mediation processes altogether, posting no reply's after saying he'd follow it up. Good O, says a lot about how these guys function on a National level when a box goes missing.
- Chess Moving ACT, Canberra
If you are considering a removals company, check the photos
We arranged a removal to storage with follow-up removal from storage to final destination (somewhere in SE Qld, possibly Toowoomba) once we had settled on an area and found a house.
We moved the bulk of the household goods via containers and had a small amount of loose items sent up later.
There are items missing from the containerised shipment, which according to CHESS cannot happen based on their shipping model. We were advised that the goods in the containers would be left intact until delivery, however Friends who saw the containers at pick...
- QLD, Cairns
First Class Service
Chess/ Greater Northern Removals & Storage was recommended to us and didn’t disappoint. I am happy to confirm that we are delighted with the removal of a three bedroom house from FNQ to the ACT that was uplifted on time and delivered intact on the scheduled date 12 days later. All members of Chess Removals staff with whom I dealt with were professional, accessible, and helpful. We were especially impressed by the teams who uplifted and delivered who were very accommodating, courteous, and pleasant to deal with; they are a credit to your busi...nesses. Overall, Chess did a splendid job and I’m more than happy to recommend this firm to anyone who needs a removal, based on our experiences of the superior service Chess Removals provides at a most competitive price.
- QLD, Brisbane
I packed the boxes (just over 7cubic meters) and Chess arranged pickup and shipping. I can only speak about the initial stage as the shipping hasn’t happened yet, but every Chess employee has been courteous, professional and prompt in attending to my queries. The pickup men were very careful with my goods. It has been a very enjoyable experience.
- TAS, Hobart
Missing items upon delivery, poor customer support and have been waiting nearly 2 months. Do not go near this company
The customer service is terrible and fed false information. Do not go with this company, pick anyone else as they do not seem to care about missing items. Waited a month for their arrival and then items were mouldy and missing. They then had the nerve to charge $120 extra on delivery which was not explained prior.
- QLD, Brisbane
My husband and I recently entrusted Chess Moving to pack and move our household items from QLD to VIC. From first contact right through to delivery the process was professionally handled, seamless and stress-free.
We would like to thank the teams for their outstanding service and care when handling our items. From large furniture to delicate crystal, everything was expertly wrapped, packed and moved.
Thank you, Phillip, for coming out twice to discuss the move and for your reassurance that our items were in the best of hands.
From first contact...
- QLD, Brisbane
We used Chess to move all our furniture from the Sunshine Coast to Yorkshire UK. The team who packed were amazing and supportive, everything arrived on time and in perfect condition. The team in the UK were equally amazing. Would definitely recommend Chess. Thanks again for your great service
- TAS, Launceston
Terrible Moving Service
Terrible service. Moved from Launceston to Hobart. They didn't deliver my furniture the day they said they would. When they picked up my furniture, all the items were in excellent and perfect condition. When they delivered my furniture, some items were very badly damaged. I contacted the company and they refused to be responsible for the damages they caused to my furniture and to compensate me for it. I definitely do not recommend this company to anyone.
- QLD, Brisbane
Moving overseas - small amount of goods to be shipped. Service has been brilliant from quote to pack up. Could not be happier so far - hope it is as good at the other end. Thank you to all but mostly to Marcia and the 2 crew who packed us up - they were exceptional.
Best move we've ever had - it was made easy during what is usually a stressful time. Thank you Chess. Would highly recommend. ⭐⭐⭐⭐⭐
- QLD, Brisbane
Great company with amazing customer service
Moving from Northern NSW to UK and Marcia has been such an amazing help answering all our questions and making the process as smooth and easy as possible.
Highly reccomend Chess and cant thank Marcia enough for all her advice and help.
Questions & Answers
Does CHESS conduct removals from Albury NSW to New Norfolk Tasmania?
Can you pay half cost of removal when furniture is picked up an the rest upon delivery?
We will need specific details of you move before we can respond...Regards Chess Moving Australia
Get an answer from our members and Chess Moving Australia representatives
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.