Avoid This Company - Terrible and Dodgy
From the start, I have told my request clearly to the Moving Consultant. I only need 4 weeks storage during my apartment renovation; same pick-up and delivery address, the pick-up and delivery dates are agreed and fixed. Simple!!! I accepted the online quotation which stated a total amount and paid it accordingly. After they picked up my stuffs, an invoice was sent to me. I contacted the staff; why this additional amount is never communicated. He said its for storage fee...but that total amount is not stated in quotation!! A standard reply is g...iven to me: it's in the accepted quotation. Until now I still cant see the total storage fee invoice in the quotation. Then after 3 weeks, I contacted the company to confirm the delivery date - same date as per my original request. Another hidden cost comes up again. The staff said there is an additional service fee for Saturday delivery. WHY THIS AMOUNT IS NEVER COMMUNICATED! I got a standard reply again: it is in quotation I already accepted. Again, I cant find that extra delivery fee in the quotation. As customer I want to know the TOTAL COST for the whole service - not partial cost and not hidden. The quotation only stated one total amount which I already paid. No customer wants to have surprise extra costs which amount is not even stated in quotation and not communicated. With my stuff as hostage, I have no choice to settle the payment with this company. I must move the delivery date too to avoid that additional Saturday delivery cost. What a total hassle for a simple 4 weeks storage request! With this whole unpleasant experience, I am expecting the worst delivery service now. Don't make same mistake - AVOID THIS COMPANY!
Terrible, unprofessional, disorganised.
First, the wrong box was delivered to us, from their cheaper sister company. Big holes in it and black mould. They also were adamant that they would call me before leaving the box but despite me leaving verbal, written and a map description of where to leave it they dropped it on the wrong street. It took them a whole day to come and move it to my house. Then another two days to replace it with the better box that I was paying for. The box is a meter off the ground so very hard to load. Then they took three days to collect it despite them sayin...g they’d get it the next day. When just closing my account, James told me that by closing early I wouldn’t have to pay for the next month but I was charged anyway and even though he said he would refund me I haven’t been. I spoke with a woman on the phone who told me I could have the box redelivered to my home any day so I organised with a removalist to come on a Saturday to unpack it and load it in his truck before calling Grace SS who told me they can’t deliver it back on Fridays, Saturdays or Sundays. It was very complicated rescheduling everything. I left specific instructions for the guy dropping it back to call my dad as I don’t live in Sydney anymore and even rang and checked the day before and the woman told me the driver would definitely call my dad not me. Luckily I left my phone on that night as the driver called me at 5:30am to say he was outside. I asked him to call my Dad and he said he would. After ten minutes I called my Dad but the guy had not called him and never did. We had other issues with them whenever I called, with them not knowing who I was referring to, what I was talking about, telling me conflicting information etc. I have never dealt with a more disorganised company and I’m glad to have my stuff back and out of their establishment. I haven’t unpacked it yet but hope it’s okay.
Exceptional service, great prices, fantastic customer service.
Very happy, everyone I dealt with were polite, helpful, great customer service. James was outstanding trying to help our move go as smoothly as possible. John, the driver was terrific (as was Devin) giving us the time to make sure the set up of the pod was as good as possible to meet our needs. To sum up, exceptional service and communication, very helpful and polite staff. All this and very reasonable price making moving as ease as. Would definitely recommend them and use again.
Great communication and personable staff
We have a storage pod with Grace and each time I have had to contact their office, all staff have been extremely helpful and accommodating. They have helped us beyond my expectations and it is reassuring to be able to deal with real people who listen and are happy to help.
EXCELLENT SERVICE FROM JAMES
I had the most excellent service from a gentleman from James - he went above and beyond for me - no issue was too hard and he was very pleasant to deal with - because of him i will use this storage service the next time i need a storage box.
thank you James
This is our first time moving and we can't thank everyone at Grace enough for their fabulous service.. From our first call to the actual move was flawless. A special mention must be made about Andre our driver who was amazing. This man was worth two men and there is no way we would have coped without his knowledge. Thank you Andre very much!!!
These guys are crooks!
I've never bothered to write a review of a business but I've had it with these guys. I used them to move out of my apartment and store items for a year. First, they sent a studio box for my 1 bedroom apartment. Of course my things didn't fit so then they had to call for another box. The movers were unprofessional and didn't wrap any of my furniture and sat and did nothing while they were waiting for the second box to come. They could have finished moving things down the elevator. Then they tried to charge me for the time we had to wait for the ...other storage box to come. It doesn't end there. Now, I have to pay almost double for storage for a year because of their mistake. I'm ready to move now and they quoted me 3K to move my things to Melbourne! I called A2Z Moving and they are doing it for $1,300. More than that, I'm just trying to confirm that I can schedule my move and some guy [name removed] is supposed to call me back but guess, what he never does and the guy I just spoke to hung on me. These guys are a nightmare. Stay away.
NEVER using again! THE WORST CUSTOMER SERVICE
I am absolutely disgraced with your service. The supposed “manager” James who called me today was appalling. The tone in his voice was one who should not be representing your company. The fact that he was calling me a liar for his mistake was unimaginable! Not once or EVER did he tell me the storage unit had to be picked up the next day by 12pm.
Never ever have I had a problem with your company before. Every time previously everyone has been so helpful and understanding in providing quality customer care.
You can probably see from my cu...stomer file that I have had the storage unit for a number of days before it was collected in the past. The fact that this policy has changed and is a now blanket ‘NO’ should be communicated with your customers, prior to be being abused on the phone. Especially in the circumstance where your customer has negotiated a delivery date as the first one was not suitable and WORKED WITH YOU. For a WHOLE week we went without furniture. You should also state in your terms and conditions to give 2 weeks notice for re-delivery! As in the past I have called and its been delivered 3 days later! Not 2 weeks. Also not to mention the fact that the storage units are now delivered on a trailer with a height of 1 meter from the ground! This is UNSAFE for your customers. Originally you had a service where this was delivered using a fork lift and placed on the ground. Allowing people to walk straight into the container to load/unload there items. I am so very embarrassed that I have given praise to your company to friends and family.
We used Grace storage to book a 20cbm Cage back in 2016. The price was very competitive, however, what led us to book was the overall service offered by James. He was helpful and also flexible to our needs. The storage container was delivered on time and really was a saving grace (pun intended) whilst we were selling our house. It was secure and dry and stored most of our 3bd house furnishings.
Great service before and after...
I used Grace storage and Grace removals for storing my stuff with them for 6 months and then to move from Syd to Melb. They were just amazing in both services. Being a toddler's mom I had lot of stress on how things will go with such a move but they were so efficient in loading/unloading it was just worth it. Also they were so supportive when they did small damage in my new apartment, they sent handyman (free) to repair it which is such an amazing customer service. They were prompt and helpful. I would definitely use them again and recommend them if you want a peaceful move.
Worse experience ever
From day of pick up was worse experience I've had didn't happen was a day late cost me another day of rent and my partner and myself both self employed a days work.
Then I was told if you didn't use a full month you were refunded so only using 2 weeks into my 2nd month still paid a full month storage and insurance, so 2 weeks insurance and there not insuring your belongings.
Then came time to move you was informed easter sat was opened so organised my move then told no sorry wrong information.
Then they take your return of container fee a week prior to you even receiving it!
- ‹ Prev
- Next ›
Questions & Answers
What size are storage?
Grace R.Grace Self Storage
We have 5m3, 10m3 and 20m3 storage modules. If you're unsure about what size storage module you require, please use our free self storage space calculator: https://www.grace.com.au/self-storage-quote/
Grace Customer Service
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.