Horrible, picked up my stuff on the 5th December and said for sure it will be in canberra before christmas. I got my stuff and not all of it on the 9th january, broke a tv as well, very unprofessional, would not be going with them again and would tell anyone not to go with them.
Our move was from a four bedroom house to an equivalent size house in Qld. Initially we were very impressed with Grace, especially [Name Removed]. Communication was effective and organising storage of our valuables was painless..It wasn't until the actual uplift that we experienced difficulties. Some of them were acts of God, ie it rained both on… Read more
the day of uplift and delivery. The way Grace dealt with this was critical. There were two teams involved, one in Canberra, one in Qld. This was a big move involving two containers. The place we moved to advised us we were not permitted to bring an articulated vehicle into the complex. We tried contacting Grace in Brisbane to no avail. Eventually we made contact and were assured the driver would know what to do. The day of the delivery was a public holiday and no-one was on site to help. The vehicle got stuck and one of the residents had to help them so they could find a way to our house. Immediately we realised our ceramic coffee table was damaged. This was acknowledged by the team. We had to sign off on a list of boxes. It was impossible to verify that they were all here and undamaged. It took us two weeks to unpack the boxes. When we finished we realised there were several items missing..we checked and double checked. We are still 'finding' things that haven't arrived. We made a claim on the coffee table and accepted an offer which was nowhere near the value but at least acknowledged the damage. It is beyond repair. We claimed for the missing box/boxes and were asked were we sure we hadn't thrown them out by mistake. No compensation for these. So not a good outcome. Grace could have at least offered an ex gratia payment given the cost of our move. They could have listened to us when we said the truck would have difficulty entering the premises. They could have made more effort to find the missing boxes. They could have shown more good will and finally they could have been less patronising and condescending. Fortunately most things arrived intact, otherwise they'd be getting one star.
Grace Removals, Canberra has helped our transition to become a reality by smoothing the process and taking out a lot of travel headaches and pains to make our settlement from Canberra to Ghana, West Africa a reality, by advising, packing, and getting their partners in Ghana to help tremendously through customs, delivery and unpacking our… Read more
40-footer container of our vehicle and personal belongings from our 4 bedroom home.
Shane, their consultant was very helpful and professional throughout the process, guiding us, advising us, encouraging us and making sure every part of the process was well explained and executed. Although the process took about 4 months (as a result of shipping), it's ended well on the part of Grace, Canberra. The price was quite steep, but worth it.
A few glass items got broken, but Grace swiftly compensated us. Their partners in Ghana (Worldwide Movers) have worked tirelessly with us as well, with their agent Charles very supportive even as we speak. There's a little problem with the vehicle, but they are solving it as I speak.
Thank you, Grace. Thank you, Worldwide Movers.
Reviews with attachments
Thank you Shane for your excellent service. You delivered as promised and were always available and prompt to return messages and calls during/after the move!
- +1
Excellent Service for move to Central Australia – This was a big move to central australia. I was well advised on the moving options and chose a container load. My go to person Morgan from Canberra arranged a video call and together we assessed what would be moved and what needed special care during the move. Morgan made it easy for me to understand the process and each time i called him with… Read more
further questions he put me at ease and assured me that i could reach out if orher questions arise.
Communication throughout the process was excellent from start to end.
The moving team was respectand professional.
The quote for my particular move was compatible with 2 other services , the reason i ended up choosing GRACE was the kindness and genuine care that came across throughout my initial communication. I absolutely would recommend GRACE and will use them for any future move.
- +7
Grace removals made an already stressful move even worse – Mid 2022, I contacted Grace Removals ACT for a quote to move from Canberra to the Gold Coast and was quoted $3500 for their packing service, insurance and removal. I was told if the move occurred during peak season (end of November to February) it would cost more. Unfortunately, my property sale didn’t settle until 9 January 2023. It was also… Read more
looking like my plans might change to relocating to Adelaide instead of the Gold Coast so Grace suggested my items be stored in Canberra and be moved in February (off-peak) and that this would save me money and the new price would be $4500.
So when the quote came in at $4500 (in bold) I didn’t think anything of it and I accepted.
When it came to paying 3 days prior, I realised the invoice didn't look right, so I rechecked the quote which I found had hidden in the storage fees an extra $2,860 for the interstate component! This was not mentioned to me on the phone. I was basically charged $4500 just to pack me up (small apartment) and move my items into storage in Canberra. Something I could have done myself! But with 3 days to go it was too late. I have honestly felt sick about this ever since.
When I did have my stuff moved to Adelaide I was told that my items would only be unpacked onto a benchtop, not put away as discussed with the sales manager. So in the end my items weren’t unpacked at all…who has enough bench space to unpack a whole house?
Then you only have 2 weeks to unpack everything to check if items are broken and to make an insurance claim. But the level of packing is completely over the top. Everything was wrapped in 5 pieces of butchers paper. Fine for breakables but this was beyond a joke! Also items were not packed logically and it took me weeks to sort everything out. They will use your linen and cushions as padding so you can’t even find the linen to make your bed until you’ve gone through all the boxes! A number of items were also damaged.
I asked for the removal cost from Canberra to Adelaide to be waived due to the dishonesty of the sales rep and I was offered a measly $200.
I thought outsourcing would save me stress but I feel that this whole experience was incredibly deceitful and made things borderline traumatic for me. I will avoid moving with Grace again in the future.
Save money, stress and heartache by packing and moving yourself if you can (pack yourself at the bare minimum).
Sure, there is onous on me for taking the bolded total at face value and not reading the fine print, but there also needs to be accountability for Grace not providing transperant information over the phone and in their quotes.
- +2
Steer Clear – I would never use Grace Canberra at all, ever. When our goods arrived at our home in QLD the Cairns removalists were shocked and described the container as one of the worst they have ever seen. Fridges, freezers, tv, pots, boxes crushed & belongings damaged. You only have two weeks to unpack all your belongings or you will lose the option to claim… Read more
on insurance. For the price we paid we would expect exemplary service, we received far from it. Not one phone call or email from Canberra.
Update 28 Aug 2022. No one has contacted me. Not surprised at all, I will now submit some pictures of the disgusting packing of our belongs.
2 June 2023 - zero contact from Grace. We will not go away. I would like to warn people what they can expect. Premium price and zero care.
Good to see that more poor reviews are coming through. Your true colours are coming out. How about you change your name to disGraceful.
Positive reviews
We have moved States a few times due to work, and Grace was by far the best. The packers were friendly efficient and compared to past experience very professional how they packed our household. The service when we arrived in Queensland was just a fantastic, highly recommend Grace.
Couldn't recommend a company more! Shane, Alex and the rest of the team, made my Mum's move, after 40 years, from Canberra to Melbourne, effortless. They provided support and confidence, that her items would be well taken care of. The Removalists in both ACT and VIC, were amazing and kind to deal with. Their communication was awesome. The… Read more
cleaning team were lovely and did an amazing job too. All items were wrapped thoroughly and with care. The after sales service was great and they have organised to pick up the remaining boxes. Thank you to everyone involved, Mum has settled in well!
Helpful, quick and honest – I moved a two-bedroom apartment from Canberra to Newcastle. Grace were friendly and helpful. Simon actually came to the house to give an accurate quote and that's exactly what they charged me. No going slowly to drag out the hours or extra fee for unexpectedly having more people on the team. They didn't pressure me to write a review and called me afterwards to check everything went well.
Negative reviews
To take out insurance with Grace Removals or not? – Tens of thousands of dollars of my household items were stolen and could only have been taken by the removalists at their warehouse. Furniture was also damaged in transit. In my opinion: Grace ensure the documentation is inadequate for the courts and for you should there be damage and items stolen. • The courts rely on full documentation in order… Read more
to find in your favour. You have no idea the extent of documentation required including: detailed inventory of each item, valuation of significant items, photos, proof of ownership, and every detail of the extent and standards of the service for the specification in the contract.
• Grace will only rely on the written contract and not the discussions with you. Your expectations of the extent and quality of the service from their representations in discussions are irrelevant.
In my opinion an insurance policy has it’s own risks when trying to claim on it. Insurance requires the same documentation to accept a claim that the courts do. Customers will probably find the standard contract documentation does not enable them to make a successful claim.
The last government inquiry into the removals industry found the removalists had conflicts of interest. They have their own Insurance company. Customers can take out a policy with the removalists’ insurance company or choose one of their own. There were many submissions by customers who could not receive compensation from the insurance they had taken out. The removalists were too influential in controlling the information for a claim, the customer had no control and protection, the process was opaque and unaccountable.
Insurance premiums are expensive and typically 25% of the cost of the removal,
Was my valuable furniture damaged and many items stolen as a punishment for not taking out an insurance policy?
I would now take out an insurance policy even given the potential coercion as long as I could fully document everything.
Go Elsewhere – We had a very devastating removal with Grace in 1995. We have done 14 interstate and overseas removals in our married life so we have some experience. We thought we would approach Grace for our recent uplift from Canberra to WA to provide us a cost reference against other revivalists. Having told the consultant about our past experience he… Read more
assured us Grace had changed and we should give them another go. Well we did and you know we regret it. Having been informed of a 0900-1090 start, 1000 rolled =around before I called to enquire only to be informed that the area manager decided to reallocate the crew to a delivery that morning and kick us to the afternoon. Would have been nice to have been told. Being in an apartment we had limited lift access and to rebook the lifts on the day was only by the good graces of our building manager. A Grace employee did arrive before midday and did a good job in the kitchen but then the track arrived with a father, teenage son and other to do the heavy lifting. I do not believe they were Grace employees but last minute sub contractors hired at short notice to get past the lift issue. They were appalling packers, inexperienced and caused considerable damage to ALL our solid wood furniture, afghan rugs and we had three teaches missing at the WA end. The packing was so disastrous that the Grace staff in WA were apologetic from the moment they opened the container to find my 32in 4K curved Monitor lying on the container floor broken. The $2000+ Afghan rug was folded and used as packing between furniture. ALL our solid wood furniture was chipped, gouged/scratched or broken. Any repair is left to us having to guess and agree a claim amount for the damage. After all the issues, the Branch Manager declined communicating with us despite his own removals consultant asking us to call and speak with him.
Don't use them!! – Very expensive and full of broken promises and inevitably your goods! We took out the ultimate warranty insurance but they won't cover you on items packed by owner. They don't tell you this in their sales pitch before uplift. So much damage including: Damage to our wedding dresser Mouldy clothes and bedding Broken kitchen frying pan (which… Read more
Grace Canberra packed) Steel framed bookcase bent and unable to reassemble. Broken IKEA furniture. Damage to a glass/wood display cabinet due to them not removing shelves before storage/transit.
DisGraceful and "always more" fees. Don't recommend at all.
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Recent reviews
Friendly and efficient – The management staff and removals teams were friendly and very efficient. We were very happy with the support we received for our move from the ACT to WA.
Act - NSW Move – My experience form quote to delivery has been excellent, all staff I had dealings with were professional, transparent, friendly and did everything they could to make our move a good experience. The communication from Grace staff was exceptional and enhanced the positive experience
So much damage – Not happy at all. A lot of damage to furniture sustained in move. Many items broken. No care given when stacking boxes. Box marked fragile put on its side, several items damaged. Kitchen table leg damaged. Bed headboard damaged. IKEA cube storage unit - many dowel pegs broken - unable to put together without having to order replacement pieces.… Read more
Told it was going to be a 2 day job - instead it was a rushed 1 day job. Never trust the salesperson!!!! We were sold lies.
Very professional service – We are very satisfied with the professionalism, courtesy & all assistance at all stages of our move- quote, office staff,helpful advice & counselling ,excellent teams of removalists in Canberra & Sydney. Very thorough with inventory,care, packing,carrying, arranging & delivery. Also very courteous & polite valuing us as customers. Very punctual though it was early for our liking. But it turned out wet. Show 2 replies
Fantastic Experience – The guys who moved us were fantastic. They arrived on time and were very polite and professional. Our furniture arrived in perfect condition. The three young men are a credit to Grace Removals.
Exceptional Moving Experience with Grace Removals – I recently used Grace Removals for my long-distance move, and I couldn't be happier with the service they provided. From start to finish, the entire process was smooth and stress-free, and I highly recommend them to anyone in need of professional movers. From the initial inquiry to the final delivery of my belongings, Grace Removals demonstrated… Read more
professionalism, efficiency, and excellent customer service. Here are some key highlights of my experience:
Prompt and Detailed Quotation: The team at Grace Removals provided me with a detailed and transparent quotation, outlining all the costs involved in my move. There were no hidden fees or surprises, which I greatly appreciated.
Packing and Handling: The packing team was meticulous in handling my belongings. They used high-quality materials to ensure that everything arrived at my new home in perfect condition. Fragile items were given extra care and protection.
Timely Pickup and Delivery: The movers arrived on time for both the pickup and delivery phases of my move. They were efficient in loading and unloading, which helped reduce the overall moving time.
Friendly and Professional Staff: Every member of the Grace Removals team was friendly, courteous, and professional. They answered all my questions and concerns throughout the process, making me feel confident in their abilities.
Attention to Detail: Grace Removals paid attention to even the smallest details. They labeled all my boxes clearly, making unpacking a breeze. They also ensured that my furniture was reassembled correctly in my new home.
Communication: Communication was excellent from start to finish. I was kept informed about the progress of my move, and the team was responsive to any inquiries I had.
Affordable Pricing: While their service was top-notch, I found Grace Removals' pricing to be competitive and fair. The quality of service I received more than justified the cost.
In conclusion, Grace Removals made my move a stress-free and positive experience. Their professionalism, attention to detail, and commitment to customer satisfaction set them apart from other moving companies I've used in the past. I wholeheartedly recommend Grace Removals to anyone in need of reliable and efficient movers. They truly made my transition to a new home a pleasant one.
Got the job done ... eventually – Grace provided a competitive quote and attractive terms and conditions for moving our complete 4-bedroom household from one side of the country to the other. At uplift, the team arrived promptly at the appointed time but seemed a little perplexed and under-prepared. However, they eventually got the remaining packing done and everything loaded… Read more
and on its way. Unfortunately this included an item from a small 'do not pack' area in the garage, which belonged to a friend of ours and had been clearly explained to the team. Delivery to the interstate destination was included in the overall price, on time, cheerful and quite straightforward. The accidentally-packed item was identified and Grace Bros eventually back-loaded it to our friend's place at our point of origin (although it took several weeks to reach there). We also found that some items in the load had shifted in transit, resulting in quite significant damage to two pieces of furniture. This was expertly repaired by their contracted tradesperson, with all costs covered by the indemnity policy we had taken out with Grace Bros under-writer (called 'transit protection') – the resulting delay in setting up our new home was a bit tedious but we were happy to get it sorted out. The policy also covered replacement of a kitchen implement that had shifted in its box and become irreparably damaged. We don't expect to undertake a move of this scale again but, if we did, we would definitely keep Grace Bros in the mix. We were also reminded of how important it is to have adequate insurance or new-for-old replacement cover when you are undertaking a major move.
Knowledgeable – I dealt with Shane ,the clincher for me was ,if i asked him how much it would cost to transport certain items he would say xyz ,i moved a lot and when i asked the competition the same question they would have blank looks on their faces -no frigging idea. With Shane ,you knew where you stood and could make that assessment to sell or get rid of that… Read more · 1
item ,take it with you or buy it in your new location. A little more expensive;but,worth it ,some of the other peanuts have strange clauses where they would charge you by the minute after 2 hours or hidden fees etc . Recommend these guys for peace of mind.
Impossible move made possible – My move to St Helena Island in the Southern Atlantic Ocean went perfectly. One of the most remote places in the world and everything went like clockwork. Show reply
Find out how Grace Removals ACT compares to other Furniture Removalists
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Wow, exceptional customer service from Canberra staff – Looking for a backload removal from Canberra to the Northern Rivers was almost impossible from the Tweed region, not any local companies were interested. Some even asked, where is Canberra? Seriously! I am Canberran who moved up to the tweed region several years ago, I still had some boxes stored in Canberra. Who should I call, we’ll of course… Read more · 1
Grace Removals, a long term trusted company who delivered as they always do. Easy, friendly and so professional, I wouldn’t recommend any one else.
Expensive but worth it – We chose Grace based on reputation and although the cost was steep, they did a great job. No hassles, professional service and overall really happy with the experience. Special shout out to AJ and Luke in Canberra. Don't know how these two gents managed to load everything (including some very heavy gym equipment!) but they did it all and with smiles on their faces. No items/boxes damaged and nothing missing. Thanks guys. Show details · 1
Move to Cairns – The team in the ACT were prompt, efficient and thorough with my move to my unit in Cairns. However, it was a bit disconcerting that after spending over $6,000 in having my new unit repainted the walls were left with a number of marks, with one serious mark. Show reply
Three recommendations to make your move with Grace better than ours – Moved a two-bedroom apartment between Canberra and Adelaide Dec/Jan 2021/22, using Grace’s moving and packing service. The movers/packers/unpackers in Canberra and especially Adelaide were all friendly, professional and fast. It did take them longer than expected to pack, and another crew turned up to help in a mad rush at the end of the day;… Read more
there were a few things damaged/chipped but nothing major, and they went out of their way to wear masks in common areas when asked by our strata manager to do so, for which we were grateful. Delivery and uplift were both on-time, which is no easy achievement in COVID times! Unfortunately, things didn’t go so well when we discovered upon unpacking boxes that (a) the things packed in the last part of the move were packed hurriedly, poorly, and mostly totally unlabelled and not on the inventory, and (b) some of our stuff from that last area was missing completely (at least one carton was lost). It has been a long and painful process trying to resolve the issue. Grace took weeks to look into it and carry out warehouse searches, and simply didn’t believe us when we said some of the items were unlabelled (waved it away by saying sometimes labels move around in transit). They said that we had signed off on the inventory and they could not find anything missing, so there was nothing they could do. They repeatedly failed to return my calls or follow up. Ultimately, they said it was not their fault and not their responsibility to rectify, and they were going above and beyond for me in this instance even doing warehouse searches. Eventually (after a lot of frustrating following up on my part) they referred me to my insurer – which would have been fine, except they had spent so long doing searches and failing to reply to me that my claim was lodged with the insurer over the 45 days’ notice period, so things remain unresolved. It has been months now and we still don’t have all our things. So, if you are going to move with Grace, I would recommend three things to get the most out of their great movers/packers/unpackers, and avoid the awful experience we had when something went wrong. I wish I had done them! (1) Once everything is packed at uplift, ensure you check every single box against the inventory as it is put into the truck; refuse to sign the inventory otherwise. It will take some time, and they will push you to sign fast, but the inventory is what they go back to when things go missing and in our case, if we had have taken time to check all of the 200+ items off against the inventory we would have noticed the unlabelled/unitemised things and hopefully avoided all of this. In our case, it would have added significant time to the day of the already-tired movers, but when things go wrong the inventory is their only source of truth even if clients find errors later. (2) Get insurance with a different provider (I used CARTS and they were cheaper, friendlier, and easier to understand) and as soon as something goes wrong just go straight to them rather than trying to get anywhere with Grace – the insurer can pursue Grace for the claim later. (3) If you do need to deal with Grace, as soon as something goes wrong, insist on escalating as quickly as possible to more and more senior people, or nothing will get done.
Dear Valued Customer, Thank you for getting in… Read more (+3 replies)
Fantastic job! – Grace moved our family and 5bdr house full of stuff over a few suburbs efficiently and punctually. Thanks so much to AJay and colleagues! - the move was smooth and hassle-free. The packing was done quickly and well; the move itself went quickly and with nothing lost or broken; even our very old piano was treated with great care. The guys were… Read more · 1
courteous, professional and trustworthy, and went beyond the job to make things easy for us. Communication from the company was excellent, all concerns were addressed immediately. We are very happy with the service we received from Grace Removals and would definitely go with them again!
Not a good start – Engaged Grace for an interstate move (ACT to WA). The process of obtaining a quote was great and took the time to arrange transport of my motorcycle. However, a day after everything was agreed and paid for, I receive a call from the contractor who provided completely different details. They advised that Grace had instructed them to deliver them on… Read more
those dates despite the fact that Grace had provided completely different dates to me.
Tried to get in touch with Grace to rectify the issue only to learn that the sales consultant has gone on leave. Once you've paid, there seems to be bugger all support.
Not exactly the first impression I was hoping for. Whether I use them for relocating the remainder of my gear will depend on the outcome I receive.
If the details of the move change on the date the invoice is issued, at least consult with the client before a payment in made.
Dear Lachlan, Thank you for your feedback. We’re… Read more
Professional, informative, responsive – Moved from ACT to Sydney. From 3 bedroom townhouse to 2 bedroom retirement village. Excellent, friendly pickup crew who arrived on time. The delivery was delayed but apologetic and efficient. Show reply
Professional, prompt and friendly – Every person we dealt with at Grace was punctual, friendly and completely on top of their job. The packers were quick but careful, and right on time. Delivery was as soon as we hoped, and every item arrived in the condition it was beforehand. For what we received, the price was very fair. What more could we ask? Show reply
Premium price, very average packing – I’ve always been a big fan of Grace and would usually highly recommend them. However on this occasion they really fell short. Our stuff has been in storage for a year and finally got everything out. It was a real mess. Recycled boxes used from all different moves and eras. I have no issue with recycling however the packers didn’t even bother to… Read more
cross out previous markings. This meant that opening some 100 boxes it was completely unclear what the contents was. The removalists scrawled illegible words on the top of the boxes.. as it was on sticky tape lots of the markings could not be read. Something would have kit fragile on the top (no indication of what kitchen goods) but then someone else’s markings like bedroom sheets and someone else’s name on the side. Some of my fragile stuff was well packed - clearly one person who packed was good. However in some other boxes things were just tossed in with no care at all. A Victorian era tea set from the 1800’s not even wrapped in paper.. just put in as was in a random box. Suffice to say one of the irreplaceable items broken. Expensive painting canvases not even packed.. and badly damaged marks. The Webber shoved up against paintings not even wrapped. Moving is stressful enough. Not knowing the contents of your belongings may seem trivial but when you work full time and have very limited time to unpack the lack of clearly marked boxes has been a nightmare.
Don't use if moving nearby as it is overpriced, quotes and information are misleading and customer service is appalling! – Although the quote & booklet specify an hourly rate, the night before moving I was told to pay a minimum of 4hrs. I wouldn't have gone with Grace had I known this. They haven't responded to emails.
Excellent – a day ago Rated highly for: Punctuality, Responsiveness, Value, Quality Really well trained staff, very help full, great team. I have recently moved from Canberra to Perth, very reasonable and professional service. Safely arrived all my households. It was a big move, four bedroom, a full container, very carefully wrapped all furniture by staff, No damages. Really appreciate all staff who did lifting and delivery. Thank you Morrgan Show reply
Great Service – Both pick up and drop off were done well. Staff were very cheerful, helpful, and went the extra mile.
Amazing service – From beginning to end Grace was professional, available and reliable. Nothing was too much trouble. Show reply
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Dear Rob, Thank you for getting in touch with us.… Read more (+3 replies)