It’s a shame I have to write this…
It’s a shame I have to write this review.
From initially enquiry, customer service and communication was excellent from Alex.
A week before the move date, they advised they wouldn’t arrive till 10 am to their usual 8:30 am, as one of their transport vans were off the road - In which I was ok with.
Andy, Alfie and Billy worked very hard in 38 C heat and I even bought them lunch to show them appreciation, and made sure they had enough water to drink.
Unfortunately, They had to make 2 trips, as the van wasn’t large enough, which I was advised this may be the case on booking. I said I wouldn’t have a problem with it.
A few of my furniture items were damage, Fridge freezer scratched, White Book case chipped, White TV Unit chipped and shelf pins missing. Dirt marks on the mattress, as they tried to move it without a cover initially.
Kitchen lino ripped, when they moved the fridge.
I was very easy going on the lino rip and immediately called a friend to give me a quote, on the day, as didn’t want it to affect my rental deposit.
It wasn’t ideal but didn’t get angry, as I am sure many people would have.
Andy was very apologetic and I said not to worry.
He advised me it would be re-imbursed and all they needed was an invoice, and to contact Alex, in which I did.
He’s after care sales was appalling. He was on annual leave and advised me he will call me when he was back in the office, in which he didn’t.
He refused to have a conversation with me and wanted to send an email, as he said ” he didn’t want to get into "stern discussions, and will not engage in emotional/angry conversations and/or discussions"
He was very defensive and denying any damage of the fridge, loss of shelf pins, even though I had photos, as proof.
He chose to point out certain clause in his contract and advised me he would not enforce the clause, but as a small company would not be taken advantage of.
He pointed out to me he under quoted, and also how his team worked in 38 C heat.
I advised him it was not my error that he had unquoted and I do not control the weather conditions, and that is surely part of the job.
I am a huge supporter of small business and local business, but unfortunately was not willing to be taken advantage of, as a customer from this small business.
I advised him I had no interest in pursuing a claim for the damaged furniture, or the shelf pin, only the Fridge freezer and damaged lino, but if he continued to be difficult then I would.
I was compensated for the fridge freezer scratches and small cost in replacing the shelf pins last week. And I was advised he would re-imburse me for the lino damage, on proof on invoice.
I advised him due to the inconvenienced he has caused me, and the lack of after care service he has displayed. I would get the company to give him the “non mate rate” as I was no longer wishing to help him out to try and help him and save him costs.
Due to a busy working week, I sent over the invoice this morning and after numerous emails of him questioning my integrity I called him.
The conversation was rude, not allowing me to finish my sentence and question the “non mate rate” numerous times. He then proceeded to interrupt and tell me to allow him to speak. Once again, I tried to give him the benefit of the doubt and have a respectful conversation with him.
He requested proof of cash payment to the flooring company, as he wanted to see an ATM receipt of me getting the cash out!!!
Even though he had called the flooring company, who confirmed to him payment was made.
Very rude on the phone saying “ he wasn’t born yesterday”
So I advised him, I will be inconvenienced again, and I will make another payment to the company via banks transfer, so that he had the proof he needed so he can re-, me the damage cost, that his removal men made.
I finally got re-imbursed!!!!
As mentioned it is such a shame I have had to leave a bad review as I cannot fault the removal men, Andy, Alfie and Billy - Very nice guys, but it is a shame that the Company Director lacks customer service skills and chose to deal with the issue in the manner he had! And due to that I would NOT recommend this Company, as wouldn’t want anyone else to experience he’s bad customer services.
Such a shame, as he came across as a genuine, nice guy on initial booking.
All could have been avoided, if he just apologies and re-imburse payment asap, rather than get defensive and make out his customer was trying to “pull the wool over his eyes”
