Kent Removals & Storage - Storage

WARNING* Do not use kent storage to store your furniture in there container for long-term, they are happy to take your money and store it. But after 3 years you want to take it out of storage it takes forever to get out, waiting on quotes they quoted 2 different prices told me there was a busy period over the Christmas break, waited and.ended up being a lie and more expensive. Learn by this mistake.. Show details

Efficient and polite movers – Polite and efficient, items were moved in smoothly and they explained how to get our boxes collected once unpacked. We arranged them via our move from the UK where Anglo Pacific arranged the main move so rates and fees rating don't apply here. Took a while to clear customs but that was due to customs. Show details

Happy customer – Excellent communication staff polite and there knowledge of arranging our 3 bedroom apartment from Vic to Buderim Qld and stored in Brisbane for 6weeks then transported to Buderim Not one thing was damaged Every request was arranged by phone no issues arose they worked with me Arrive on time and unload with a smiling staff Would use them any time as service was excellent Show details

An Easy Move – The team took the time to really understand what needed to move, communication at all times was excellent, friendly and supportive. The team that carried out the actual removal were great, fast and efficient but careful too. Couldn’t be happier with the service. Show details

We were supposed to move into our new home yesterday, after living and travelling the country in a van, having left Darwin 5years ago. We were so disappointed when I received a call from Brisbane the day before telling me that they forgot to load our container from storage in Darwin. They had five weeks notice and I paid almost $5000, I’m not… Read more

happy with Kent Removalists in Darwin. The Darwin Branch manager has a lot to answer for. Your compensation of $500 is pathetic

The single star I've given must go to the three out of four moving teams who did an excellent job, being courteous, quick, good humoured, and efficient while moving my very heavy boxes to various locations at various times. The other team I'll mention later. First of all is the issue of being given wrong information. After buyer a new, smaller… Read more

home, I had to massively downsize so wanted to put about half of my possessions into long-term storage for at least a few years. I wanted a storage space, or container, that I could access as I pleased. I asked Kent at Goodna if I could do this at any time and was told I could access my storage container at any time during business hours. I later found this was NOT the case and had to make an appointment to have my container moved to an area where I could get to it, which didn't suit my needs at all, and was NOT what I was told. Some of my boxes were stored at a friend's place in their garage, until the house they rented was sold and I had to move all those boxes out on short notice, so I decided just to add them to the storage at Goodna. Some of the boxes had been water-damaged, so all those were to be removed and dumped (by me), so only the intact boxes were to be moved to storage. I sent a photo of the contents of the garage, explained what was needed, estimated the boxes for storage were about 250 in total and was given a quote. Two movers arrived to do the job, one of whom basically stood around telling the other guy what to do. Getting close to the end of the job, the working part of the crew was getting pretty fed up (I imagine) and when I pointed out that a couple of the boxes he had on the trolley looked damp and could be left for me to take to my house, he said they were fine and continued to load them. During the loading I got a call from Kent to say that the load was bigger than they expected (even with the photos and my 250 box estimate, which turned out to be 241 boxes in all, so pretty much accurate, and they wanted to charge me for extra storage. OK, so be it. No point arguing on the spot as the stuff had to be moved that day so I could do clean-up. When the boxed got to the storage facility, I was contacted again to tell me the storage would now be THREE TIMES the initial quote. So not happy with that! A few weeks later I am contacted again to come an check the storage container as they thought there might be some mould on the boxes. I said I'd told the mover guy not to load a couple of the boxes and he'd said they were OK, but I'd get over there and check. One of the head office staff made an appointment for me to go there a few days later and speak to a particular staff member, and if he wasn't there, said to just speak with anyone in the site office. I don't have a car, so the husband of a friend picked me up after his shift at work and drove me the quarter-hour drive to Goodna and dropped me off. When I got there, the person I had an appointment with wasn't available and o-one else knew anything about it, but said they'd get someone to bring the container out to the yard for me to check the contents. This is when I discovered that my container was stored on top of other shipping containers, so wasn't easily accessible. So, I waited in the waiting area of the office for 50 minutes until one of the staff members came back to say that it wasn't convenient for me to access the container that day, didn't know why the appointment had been made for that time as it was the busiest time of the day for them. OK, then. I said I'd come back when it was more convenient for them, gave my phone number to an employee and said to let me know when it would suit them. He was actually very nice and drove me to the train station so I could get home, along with offering me a person to help me go through the boxes later on (I was awaiting shoulder surgery at that time), and help me repack anything that needed the original box discarded etc. Of course, I never got a call-back, so left it at that. A few days later I got a bill for a $50 'inspection fee' and had to ring to explain that I'd never accessed the container and was there at their request in any case, after having asked the mover not to load those boxes in the first place. So that charge was removed. But - that's not the end of the story! Sixteen months - yes! SIXTEEN! - I got a call from the accounts payable department saying they'd been undercharging me all that time for the new storage fees! Even though I had already phoned the office after the move was completed to ensure that my new charges would be deducted from the same account on the same date as my existing one, which was set up automatically every month. I was told it was all under control. In fact, the person seemed a bit annoyed that I'd called again to double-check. Every month after that I got an email message to confirm that payment had been processed. Imagine my surprise over a year later to learn that they had been undercharging me all that time! Apparently I owed them over $6,000. I tried to negotiate extended time to pay but the most they'd give me was three months, even though this was their error. Now, being a pensioner, making up an EXTRA $500 PER WEEK was impossible. Most months I only have about $500 per fortnight left over for all expenses after paying all my regular bills - mortgage, insurances, utilities, etc - but they wouldn't look at making it a more manageable repayment scheme and said they just sell off all my things if I didn't pay it. So, after that I ended up borrowing funds from a friend, paying them out and moving all my things to a new storage facility which is a short drive away and where I have 24-hour access to my ground-floor storage space.

Disgustingly bad – In April this year, we used Kent's moving and storage services to assist with our house move and store our belongings for one month, as we were waiting for our new home to become available. We stored all our family possessions in a 20ft container. On May 27th, we received a call from Kent's Yennora storage facility informing us that our container,… Read more

along with 36 others, had been stolen by thieves using a truck. In total, 37 containers were broken into and taken, affecting 37 families whose belongings were either stolen or destroyed.

Our container was found on the side of the M5 highway, with only about 1/5 of our belongings scattered along the road—the remaining 4/5 were gone. We lost irreplaceable items like our university graduation certificates, childhood photos of my husband, our two-year-old son’s handcrafted items from daycare, as well as handbags, watches, jewelry, furniture, electronics, and more. Kent returned the small portion of items recovered on May 29th.

Since then, we have been going through the insurance claims process. Despite their assurances of having CCTV, facial recognition, alarms, and locks in place to ensure security, none of these measures worked. We were informed by their staff that the alarm didn’t trigger, and the CCTV failed to capture anything. Because our container wasn’t properly secured, the thieves were able to steal 37 containers with ease.

So far, we are going through 5 months of insurance process with barely any communication. We just receive an insulting insurance claim (1/5 of what we lost because apparently that's their policy??!!!!). We are in discussion with them but we fully expect them to continue acting in bad faith. PS: We paid $3k for their removal and storage service to get everything stolen!

My advice: avoid this company and if things go wrong, you are guaranteed not getting anything back!

Initially our interstate move went ok, we requested early start months before however they arrived nearer lunchtime. We had packed most things they disassembled 1 bed and a storage cabinet. . The arrival time the other end was right on time and the team were great [Name Removed], [Name Removed] and [Name Removed] (Brisbane Crew) were great ,… Read more

until trying to assemble the bed & storage unit. The Melbourne crew at Kent threw all fittings in together ( screws, washers, bolts) , no description so these guys were faced with a giant puzzle. No surprise lots missing, no beds up, these poor guys had 2 other jobs to get to so rang their boss and he/ she/ they/ them told them that somebody would be over tomorrow to sort it and they would call is in 10 min. No call, we had to repeatedly ring them to be told we will get someone on to it. It’s the 2nd night and we can’t stay at our place, out of pocket for accommodation and no resolution in sight. For this reason I recommend you pack, dismantle everything yourself so if you pay for assembly you know everything is there. I can’t recommend Kent because of their managements disregard and lack of ownership for problems they have caused but why would they wen they received payment up front

We used Kent Removals to use a pod to transfer our household goods in Perth for 8 months until we emailed them to take our goods to Melbourne and subsequent delivery. Right throughout, they were professional, timely and helpful. Our goods arrived at our residence as we despatched them with thorough documentation and checks. A highly recommended service that we'll use again. Show details

Lost boxes – Disastrous experience, Kent’s lost 10 boxes which were in storage - a nightmare, expensive and like the great flying kangaroo, overpriced, sloppy & appalling service .. and at the end of it all make NO EFFORT on rectification Show details

Damaged Items – They were very thorough in documenting all of the damage done to my painting, bed and wardrobe including smashing the mirror door. I don't understand how the painting was damaged when it was meant to be wrapped. They effectively advised that its tough luck because I didn't get their insurance lol. Even though I have cumulatively spent thousands… Read more

and thousands of dollars with them for this experience.

Positives were that they were good in communication and the majority of my items came back undamaged.

Poor service – I had been a long time storage customer ( 4years) and I finally retrieved my goods and chattels only to have damaged and broken furniture. It was poorly wrapped, with heavy items on top of delicate. Insurance paid for the repairs and that went very smoothly. However, I was, and still am, missing a number a packing boxes. Having brought this to… Read more

Kent’s attention and despite assurances that they’re onto it, nothing has been forthcoming. No communication other than “ we’re looking”. I’m resolved to never seeing my property again.

Horrible customer service after move - missing multiple items! – I decided to use Kent (one of the higher priced removalist company I must say) thinking they would be best suited for my interstate move. A big disorganised at the beginning was acceptable however the true surprise came later. Upon arrival of my items interstate I realised multiple items were missing (i.e missing brand new suitcase full of… Read more

personal items and brand new work clothes, 2 boxes of kitchen supplies- almost brand new, 1 box of clothes) and as I unpacked more- I was very disappointed to find out even more things were purely gone. I contacted Kent several times via email and phone and kept getting put off, stating without insurance they cannot do anything (which will never replace what they have lost regardless) and promised “ a response by end of today,” which hasn’t happened. I WOULD NEVER RECOMMEND KENT TO ANYONE!

Very disappointing service from Kent Relocations, Perth – They wrapped all our leather furniture in plastic and after 22xmonths in their storage facilities it all came out covered in mould, beyond repair. Because I didn’t tick the right box on the insurance form, we were not covered. They offered $5k compensation for destroying around $35k of furniture. This was back in June 2022 and we still have no… Read more

furniture and no settlement and now they just don’t answer calls or emails. Would never recommend them to anyone.

Poor Delivery Outcome – Booked delivery of long term storage. Only half arrived and after constant follow up three weeks later I’ve been advised the Sydney team are too busy this week to deliver what they should have three weeks ago. [Name Removed] from head office has been great and got me a solution but poor form from the Sydney team. Paid over $100 a month for storage and over $300 for it to be delivered. Show details

The A-Team – Biggest thankyou’s to the Kent team - Mark, Chris, Kane & Liam. You guys are fabulous. So professional & so personable. Extra big thankyou’s to Kane & Liam who did the uplift - you two are the absolute A-Team. Best Regards Jen W Show details ·  1

Worst experience possible – I signed up to have my items removed in 2019 and to put them in storage as I would be out of Sydney for 2 years. The removal went well however the inventory missed out an item and I contacted Kent to make sure that the inventory was amended. The removals men were in a rush so I had signed the inventory quickly at the time. I came back 2021 and… Read more

arranged for my items to be delivered to me. I arranged the delivery 3 weeks in advance.

On the day of delivery when they arrived I was informed by the driver that they had lost half my items because I “stored them for too long”. This is in spite of Kent advertising that they are a long term storage solution. The driver said he had reported the missing items and they would look for them. However much to my dismay no one contacted me later that day and I contacted them via the main phone number and they said that they had no idea they were missing. I was called by someone at the warehouse later that day to say they were looking. After that I had one email and no further contact. A week and a half later I applied for insurance on the items. I was told that they had to have “at least 4 days” before they considered my claim as they had to look for the items. I had to inform them that people had been searching for 2 weeks. Multiple times I called them and tried to lodge complaints online. I received no calls back on those days and was put on hold for hours.

One week later I was called and told that the reason why the items were lost was that they were likely separated to make room for other items and that no record of the move of my items was kept. They called again one week after that to tell me they still had 36 areas to look in the warehouse. In the meantime I have an empty house at a very busy time in my life. I have been put on hold so many times and they are refusing to take my insurance claim or refund me any of the storage money or removal money for these items. This company essentially owes me thousands of dollars that they are refusing me. Do NOT use them. Stay away. Totally unprofessional and don’t know what they are doing. I am going to be making a complaint with the ombudsman as it has now been a month since the items were lost. Additionally the inventory was not updated as I had asked back in 2019 so I cannot make a claim on a bookcase I own.

Updated: I have now received a refund and an apology which I am grateful for with an assurance that they are working on their service delivery so my experience is not replicated for others in the future. Thankyou to the people I have dealt with today at Kent.

Kents Couldn’t Care Less – A year ago I placed the following review on Product Review regarding Kent Removals and Storage. There is a response from “[Name Removed]” from Kents at the end of my review, advising that I get in touch via an email address. This suggested that Kents actually wanted to resolve my issue. Don’t b fooled! I emailed this address - twice - I even… Read more

gave the name of the removalists who moved us but my email was ignored. If they had at least been professional and had responded to my emails I wouldn’t be so incensed, but they simply couldn’t be bothered. It was all too hard. So, my advice for prospective clients is to make very sure all your goods arrive, because sometimes they mysteriously “go missing”, and the kent organisation doesn’t give a damn. If I could give this cowboy organisation no stars, I would!

“In 2008 we sold our family home and placed the contents into Kent storage. In 2009 we arrived home, purchased a much smaller home and reclaimed our goods from storage. A number of cartons were cursorily inspected but because of lack of space they remained unpacked in the garage. In 2019 we purchased a much larger home, again using Kent Removals, and finally unpacked the entire complement of cartons. To our dismay and consternation there were no less than four paintings missing. They are not valuable but they were favourites of ours and would have fitted into our new home nicely. The only conclusion we can come to is that they were either stolen from our storage container whilst in the care of Kents, or they are still in storage somewhere in Kent's warehouse. However we will never know as all emails to Kent Removals requesting an explanation as to the fate of our missing paintings have been ignored. I recognise the difficulty with regard to the fact that it was ten years ago, however all relevant details pertaining to the 2008 storage were supplied, job number etc., even including the names of the men involved on the day. Despite this. this company apparently doesn’t have either the good manners or professionalism to respond to clients, and repeat clients at that.”

Hi,

Thank you for your feedback. At Kent we do pride ourselves in high customer service and satisfaction, which we failed to deliver to you on this occasion. To enable us to assist you better, could you please send through your move details along with your best contact number at marketing@kentrelocationgroup.com. And our Branch Manager will call you to rectify the issue.

[Name Removed], Customer Care Team

Brilliant service – I just wanted to say that all your staff were tremendous in their manner and assistance and the actual uplift, I am very grateful for their considerate manner, their positiveness, nothing was a hassle, thank you. In particular I would like to thank Rob and Ayden, and the other chaps for doing a great job, it felt like they were part of the… Read more ·  1

family, their care and attention will forever be remembered and appreciated, considering in particular my circumstances. THANK YOU Also would like to mention Jason and kylie for their outstanding service.

Update: A full refund was eventually issued – Communication and logistical issues were abundant and caused a lot of stress trying to move. I ended up booking another service due to this who were luckily available in time, but Kent did, eventually, issue a full refund.  Show details

Excellent Handling – The whole process from quote to removal to storage was exceptional. The packing and uplifting of 2 houses simultaneously was daunting to us - not to Kent however. The polite, curteous and caring our our lifelong goods and chattels was re-assuring. Kaylin quoting, Jodi and her team in Customer Service and Matt the Warehouse Manager were all great.… Read more ·  1

Terry packed our valuables with the care you would expect from an experienced packer then Santos and Mike handled the uplift with precision and care and in accordance with the projected timeframe- everything you would hope for in a removalist company.