Damaged furniture, missing boxes, unacceptable compensation
We hired Albatros 24/7 AB for a packing, moving and storage service and unfortunately had a very disappointing experience.
Our belongings were collected, stored for approximately one month and then delivered to our new home. We had paid for their re-packing service and were required to pay the full amount after collection, before our belongings had even been delivered.
When our furniture finally arrived, our bespoke handmade cabinet (value: SEK 120,000) had suffered significant impact damage to the wood veneer. We also discovered that several items were missing, including some kitchenware and two pairs of quality boots (total value: 7500sek) To make matters worse, we also found belongings that clearly belonged to another customer among our delivered items.
The handling of our claim has been even more disappointing than the move itself.
It took almost two months to receive a meaningful response. During this time we repeatedly had to chase for updates.
The design studio that made the cabinet provided a written assessment confirming that the veneer damage cannot be restored to its original condition. We also supplied the original purchase invoice, photographs of the damage and a detailed list of the missing items.
Despite this, Albatros offered SEK 1,500 as a "goodwill" settlement.
What concerns us most is that, in their own correspondence, Albatros confirmed that customers' belongings are removed from their storage pallets and handled again during storage according to their internal procedures. However, despite us informing them that another customer's belongings had been delivered to our home, they never confirmed that they carried out a warehouse search or inventory reconciliation to locate our missing items.
They also informed us that they chose not to report the matter to their liability insurer because they believed the claim did not exceed their insurance deductible. This was despite having received the purchase invoice for the cabinet, the manufacturer's written assessment and documentation of the missing property.