Mr Removalist

Mr 'Rough as Guts' Removalist – I contracted them for a small move involving a number of pieces of furniture. The guys arrived on time and got the job done. But I did end up with a few deep scratches in my newly lacquered floorboards, and was missing a piece of doorframe when they were done. Apart from a little roller board they didn't seem to have any professional equipment, such as belts, to help them move large furniture items safely.

Dishonest And The Worst I Ever Had – MOVED 22ND DEC. I did speak to one of the owners of the company before moving and emailed details of ALL the items I was moving that person suggested a 5 tonne truck for 1 bedroom just basic items and 55 med. size boxes, med. fridge, 1 w.machine, 1med comp. desk,/computer, 3 seater lounge not big, 1 small coffee table, tv and music system/cabinet,… Read more

1 dining table 6 chairs, tall boy, 1 d.bed, 2 side cupboards, 1 cupboard, 23 small boxes in cage charges $95 then later she said go for 2 bedroom move and a 6.5 truck which I agreed and paid $109 per hour and I said it should take 3 - 4 hours as it was a 10 minute drive to the new apartment. I had moved 5 times before and roughly knew how long it would take. The boxes were clearly labelled in (BOLD TYPING) where they should go as I was only going into a 2 bedroom apartment kitchen, lounge, bathroom, computer room and bedroom also fragile typed on certain boxes 3 labels on each. I was on 1st floor, lift from entrance, we had the lift to ourselves and the truck parked in the front. They were 2 strong guys and at the start I said I have moved 5 times before and it should not take you longer than 3 hours and he said no then 4 hours he did not answer I also told them I only had money for 4 hours. They were moving very slow with the 2 trolleys and after 2 hours I was getting very frustrated and said come on guys politely as not much was taken, tried to contact the company but was busy I also mentioned this to the guys and they said why do you want to ring office they must be busy -"busy for 3 hours? Once again I told the guys politely to move faster and I brought stuff to the lift from the rooms to save time. "when it came to 4 1/2 hours loading I wasn't happy and I still could not get through to the office. One of the guys had rung the office and said I wasn't happy and she did not answer the urgent messages I had left 3 of them. Before the day of moving the calls were returned emails were answered. So I cottoned on to what was happening. They were taking so long to come upstairs to collect the next load of boxes. I asked my daughter to ring the office and she got through straightaway (I had rung 13 times ) she mentioned that i was not happy as they were taking too long. In the meantime, I had put some items aside e.g. a few boxes, large glass vase, micro, kenwood, my linen on bed as I thought I would have to take it myself and ask a friend to help in the evening as they were taking so long.

They were running short of space in the truck and mentioned they could only take 5 small boxes from the cage that left me with 18 boxes and I did not know how I was going to get them over. Was the truck sent too small? some companies don't charge you for upsizing.

Add to this drama I had to leave the rented apartment on 23rd by 12pm everything had to be cleaned to get the bond money back.

I drove ahead to the new apartment to show them the way I got there in 10 mins and had to wait approx. 10 - 15 mins for them so I rang to find out where they were.

When they arrived they got a call obviously, from the office after my daughter rang. They moved faster around 1pm and in 2 1/2 hours they had finished mind you they had put 5 boxes labelled cage downstairs in the new place in lounge upstairs. They finished moving in 7 hours??? I said what about doing a 2nd trip to get the 18 boxes as it wasn't my fault that the truck was too small, who knows if it was a 5 tonne truck or 6.5? He refused as he said he had another 2 jobs. 2 more jobs at 3pm?? Well my job was the first, they saw my stuff before they started moving why would they take other jobs on without finishing mine. I know that was not true. He asked me to pay for 7 hours and I said no 5 hours and he said 6 hours as I was so stressed out for the 7 hours that I did not want to argue I paid $600 and thought I will deal with the owners later as I had not accounted for 7 hours and had to borrow money from my daughter. It also took 3 hours of my cleaning time in the old apartment. By the time I got back to the old apartment 4.30 I had to get the 18 boxes from the cage moved and then clean it. I had no one to ask as it was a working day, I I asked a taxi company to send me van and explained re 18 boxes along came a taxi in 15 mins. the driver wasn't happy moving the 18 boxes and was rude so I had to help him to load the boxes. I am in my 60's and petite with back problems but had to forget about all that. I was willing to pay $50 but he wanted $70 for a 10 min ride and loading up the boxes which did not take long so I paid him. He just dumped the boxes in the entrance of the new apartment and I had to take a trolley and take them in the lift on the 5th floor. 2 guys saw me and helped me take 10 boxes. This was around 6pm. I headed off to the old apartment to get the other stuff in the car and started cleaning till midnight which should not have happened if the removalist did not take the extra 3 hours. I had to pay a cleaner the next day $100 to clean all the glass doors which I would have done if I had time as I am good at cleaning.

I was going to complain in writing on the 24th regarding the saga I had moving but the internet wasn't working. When I got my internet I did send a quick note saying I will be sending a lengthy complaint. I got a call from the new owner at 8pm saying the company had been sold on the 23rd Dec. day after i moved??? I told him all what had happened and requested $200 from him or the previous owners and he said he would discuss it with the former owners. I did write a lengthy email weeks ago did not hear from either of them. I sent a second email mentioning I had not heard from them and I still haven't heard hence I am doing this review. They did not have the courtesy of replying nor did they refund me any money which they should have done.

I haven't opened a few boxes yet as I do not have a glass cabinet I am hoping there are no broken ornaments etc as I had about 5 glasses broken because the fragile box was on a side, I am aware glass is not covered although one broken cannot be replaced.

When you are running a business Is $200 more important than customers and their feedback? 7 hours of stress you cannot put a price on that thinking about what happened that day and what I went through was stuck in my mind for days and weeks as it was difficult for me to forget about it as it came up in conversations with others.

This is my 1st review.

A VERY UNSATISFIED CUSTOMER

Worst experience – This is one of the worst customer service experiences I've come across. Time and date was confirmed. We stayed up packing the whole night before in preparation for the move and they did a no show. Called us up AFTER our booking time to tell us there will be a delay and they could not give us an estimate time of arrival. They even suggested… Read more

changing days when obviously most ppl would of taken out time from their schedules and cannot easily just 'change dates'. We were left with most of our essentials in one property and mattresses/bedding in the other hence had to drive back and forth to just try through the next few days until another removalist was available. Oh yes and we had a newborn to cater/organise for just to add to the equation. We hoped for a reasonably smooth transition, hence was very upset with this whole ordeal.

Beware!! – I booked a move with this company based on positive reviews and the fact they had insurance and could assemble a bed, which was mentioned in the booking several times. The guys looked like young inexperienced removalists but weren't too bad. It took over 4 hours to move a 1 bedroom apartment, with me helping loading up the truck. I thought that… Read more

was a little excessive and put it down to them not loading the lift up with more items at the one time. However, I do acknowledge the loading bay was a distance from the lift.

My main issue was the broken TV unit, which I witnessed being dragged in to the lift and heard a snapping sound. They looked at each very worried but didn't mention it was broken. It was fine before the move and in fact, the TV was sitting on it, switched on, when they arrived, so they knew it wasn't broken. When I got to the new place, they asked if I would like the TV set up. I said it wasn't possible as the leg was snapped off. No apology or any conversation about it. I mentioned I would be replacing it, hoping they would offer compensation. Instead, they indicated they would deliver it for me, which was really just them asking for another booking!

I tried contacting the office several times. After two weeks, I finally got a reply from [name removed], indicating she just returned from sick leave. Why did no one else in the office follow this up in her absence? Very unprofessional and the opposite of customer service.

[name removed] indicated she would speak to the staff but I was not provided any evidence of that happening. Several more emails with no response. Eventually, [name removed] asked for photographic evidence and proof of purchase. I sent the photographic evidence but advised I don't have a receipt. No reply. I've tried calling, sent more emails but no response at all.

THE WORST customer service I have ever experienced. This company did not even pretend to care.

I am in the middle of submitting a formal complaint with the trail of emails and photo evidence of the damage to consumer affairs.

On top of all that, the truck didn't have the tools to re-assemble my bed. The guy just laughed and said someone else must have them. I thought this was strange since the web indicated ALL trucks have the tools and I mentioned in my booking, I needed this service.

Don't use. Broke and scratched furniture. Rude and slow – We hired these guys based on a few reviews. They assured us they would take apart furniture and be quick and efficient. The two guys that turned up acted more like blokes who wished they were at the pub more than removalists. Firstly they turned up 45 minutes late without even letting us know - they dd not seem to care we had a four hour… Read more

window to move in. They were not careful with any of our stuff, they swore ALOT when they lifted everything. They seemed completely put out to do anything and very very slow. They were on their phone a lot. We even called the company to complain whilst the guys were still there - and they told us we had the best men in their company!! Disgraceful. They did nothing and did not seem to care that we weren't happy. We were two females and did not feel comfortable in our own house with these two men handling our personal belongings.

They broke furniture and scratched our fridge and didn't even say sorry or seem to care. We will never ever use these guys again and will never recommend. Ever. You have been warned!!

Never again Mr Removalist. Never again – It took Mr Removalist 4 hours to move a 1 bedroom apartment to a property 500 meters away at a cost of $400. One guy was mostly on the phone the other was also in no particular hurry. Property was damaged and of course all accountability denied (damage was there already apparently). I was also overcharged and it took 2 weeks for a refund only after threatening with consumer affairs.

Stay away – Below are salient points regarding my experience with Mr Removalist - * Booked in for 24/4/2015 to move a 7 piece sofa, study table, bed, outdoor setting, two tvs packaged in original boxes, two computer monitors bubbled wrapped and 14 archive boxes to move <1km. Both places were on the ground floor, the trucks were packed at the front and… Read more

distance from the truck to the apartment was 20 meters. First impressions speaking to the owner was positive. He informed me of the WOMO awards that they had won and their other business in lending.

* Two young blokes carried out the works. Essentially only one guy did the work, unless the item was heavy and required both of them. I am a very reasonable person as I understand that they get paid by the hour, so squeezing an extra hour out of each job would add up - this is to be expected, but these boys were immensely slow and literally dragged their feet.

* Job took 4 hours.

* My partner took care of the payment and we were overcharged by $20 per hour. We also noticed deep scratches on one of our monitors, which were definitely not there before as I use both monitors everyday for study and would have noticed. The removalist has obviously stacked something sharp on top of them.

* I alerted Mr Removalist of the overcharge bill on 27/4/2015 via a telephone call and also email. No reply to my email, but I was told over the telephone that they would reimburse me when the truck returned to the depot because they needed the account book. I also informed Mr Removalist about the scratches to which Tony said that the scratches were already there and there is no reason why the boys would lie because they are covered by insurance. Yes, they are covered, but someone would need to pay for the excess. As I am very patient and tolerant, I waited a whole week and still nothing came forth.

* Rang Mr Removalist again on 1/5/2015. Phone was engaged. Rang again later that morning and left a message and did not get a reply.

* Rang Mr Removalist again during the week commencing 3rd of May and left a message. No reply.

* Rang Mr Removalist on 11/5/2015 and finally spoke to Tony who again said he would reimburse me and for me to resend my account details (unsure what they did with my previous emails)

* By 13/5/2015 (3 weeks later), my patience had finally rang out and I wrote an email to Mr Removalist stating that I would make a complaint about their unethical behaviour and immediately I received a reply to my email and then the next day, I received my money back.

* My partner provided some feedback regarding our unfortunate experience with Mr Removalist on a couple of other sites. Mr Removalist then threatened to take legal action and come to my work, as they felt the feedback was unjustified.

In summary, we had a negative experience with Mr Removalist due to extremely slow staff, unresponsive management team when it came to re-mediating the issue of overcharging the customer until I became assertive, lack of responsibility when it came to damages and then threatening me with legal action when my partner shared our experiences.

Comedy of errors? – My load out from storage to residence some 6kms away from storage was booked for 2pm. it was delayed to 3pm and I accepted that. The office called. It's the only time they made contact with me even though I called them later to see what was going on when I couldn't get hold of the guys. It kept being delayed in half hourly to hourly increments… Read more

until 9:30pm (ish) and yes you read that right. The guys kept in contact or I called but each time it was a delay. Overall the guys were pretty good but they shouldn't have been booked on two jobs based on the previous job. They had a full on commercial move booked which took longer than anticipated with some issues. Fair enough but simultaneously so what. I'm booked for a time that got waylaid by some 6+ hours. We got into it. I finished up getting in around midnight. Yes, that isn't a typo either. So yeah, we got there and I got a discount. I expected that as a minimum as this was seriously so OTT I didn't know what was happening. I've moved lots and never ever encountered this. The office still never called to explain, apologise or whatevs. Unfortunately even though the guys handled things in good spirits I have to say that a lot of my furniture (which is wood) was scratched or marked. Yep, they were loading out/in in the dark at this point. Still.. maybe 50% has marks as does my fridge. I read a bunch of reviews prior to booking so just telling it like it is, you decide for yourself.

Best furniture removalists ever – A friend recommended mr removalist and I used them to move to Ballarat. They were on time, efficient, very polite and my goods got moved without any damage. Highly recommend them

The guys from Mr Removalist made my move very easy and stress free – I was very happy using Mr Removalist I moved from Frankston to a storage unit in Box Hill and then had them pick up six months later and deliver to my new home in Mitcham. I can fully recommend them to care for your items and both times I had them move me I was completely at ease with the way they performed the move and no damage to anything including all my glass tables were cared for professionally. Cheryl Friendly and efficient

Moving was a pleasure thanks so much – Thankyou once again im so delighted to say moving was a true pleasure with these to charmings lads even though my move was short richmond to richmond the 2 men made good time and I was extremly pleased nothing got damaged even in extreme rain fall this was the best move I ever had. They were fast and friendly

True professionals – Mr Removalist made what was expected to be an arduous task of moving into such an easy day. The Gentlemen we had, [name removed] were such professionals. They were neat, well spoken and upbeat all day. They showed great care in handling all of our things, without scratching walls and diligently blanketing everything for transporting. Mr Removalist came recommended and now I can see why! well presented, cheerful,

Ripped off – Having ordered a truck sometime in advanced I was slightly surprised on the day when we were notified the truck would be late. No issue I thought, except by late it meant 7pm instead of 2pm. The guys appeared to take care but were not quick in loading the truck, this leads to my next issue; whenever they could, they would drag time out, be… Read more

it slowly walking from the truck back to the house to slowly folding a blanket.

The move took a considerable amount of time and we paid a lot more then we were anticipating. On finding a piece of furniture scratched the next day we rang their office 'too bad should have raised it with the boys' the manager told us. When I pointed out it was dark and we could check everything, he advised that his insurance wouldn't cover it, but he would check with the removalists. Despite two calls to the company, the issue was never rectified or even attempted to be corrected.

I'd give these guys a miss- cost will blow up, likely to turn up late, may damage your goods.

Unreliable, late, expensive, damaged goods

Great work! – Just a quick thank you to you and your company, moving was a breath of fresh air! The two removalist my wife and i got ([names removed]) were fantastic! They were both very professional, polite and most importantly they got the job done quickly! Please pass on my 'thank you' to them both. I will be reffering them and your company to all of my friends. Kind regards Tracy and Tony reliable, friendly, quick

Unresposive and Unreliable – I recently engage Mr Removalist when moving from Chelsea to Balwyn. I found their quote very competitively priced and very easy to book. As it is a busy period at the moment we were only able to book for an estimated arrival time of 2pm for the day of our move. Although this wasnt ideal we understood that it was busy and it gave us a chance to… Read more

get some last minute organisation done.

At roughly 11:30am on the day of the move we received a call to let us know they will be approx 60-90mins late. These things happen and thats fine. Later on that day we received a second call at approx 3:30pm (90mins after the original scheduled arrival) informing us that they would be another 90mins minimum (closer to 5:30pm was what we were told). I asked what the options were and he promised we would have our belongings moved on that day. As the booking was getting rather late we asked what would happen if we delayed until the next morning and was told we would be charged extra.

Another 90 minutes passed when we received a third call (at approx 5:15pm) letting us know they would be able to come until around 7:30pm (5 and a half hours after the original arrival time). We asked what our options were and we were informed there is no change. We made the decision to cancel the booking and move ourselves.

We asked for someone to get back to us. We didnt hear anything until well after the move and were offered a 10% discount (which we cant use as we have already moved).

Very underwhelming experience inexpensive Unreliable Unresponsive

Dishonest and Disappointing – I engaged Mr Removalist earlier this year when moving from St Kilda to Williamstown and was left out of pocket and extremely disappointed by their lack of integrity when I complained about a damaged item. The item in question was a wooden tv unit which was badly and very visibly scratched along two sides while being moved. Instead of… Read more

reporting the damage to me, the two removalists chose to conceal the damaged sides by placing the unit upside down and against the walls.

I discovered the damage an hour or so later when rearranging and immediately phoned Mr Removalist. [name removed] from Mr Removalists told me that because I had not reported the damage while the move was in progress, their insurance would not cover it. I told him that given that the removalists had not reported the damage to me, and could not feasibly have overlooked it when carrying the unit one person either end into the new house, I was hardly impressed that I was held responsible for not reporting it while they were still there. [name removed] told me I should call the office Monday.

After leaving several voice messages and emails (including photos of the damage) with Mr Removalist and receiving no response, I emailed again to say that at the very least I would like an acknowledgement that my complaint had been received. I finally had a response 11 days after the initial conversation. In an email [name removed] said that the staff admitted no liability, and that no reimbursement would be provided because the incident was reported after the job was completed. He offered $50 as a gesture of good will.

I replied that the unit was worth much more than $50 and that I was unhappy with their continuing disinterest in resolving the matter to my satisfaction. I was also disappointed that the staff had not reported the damage to me while they were at the house. This was especially so given that during the move a box of china bowls were dropped and smashed, and my response was friendly and understanding. I told the young removalist that accidents happen and I wasn't worried about it. I have received no further response to my email and no reimbursement.

Although Mr Removalist does offer good hourly rates and were friendly enough when all was well, I would not recommend this company. Competitively priced Damage caused, very poor complaints system, dishonesty