Customer Reviews

Unfortunately our experience with Conroy wasn't the best. We decided to split our packing and collection over two days which I would recommend to anyone else, however on arrival at 9.30 when I was told it would be 8.30/9, The team leader made himself comfortable in one of our armchairs, and made a comment that was disconcerting from the beginning: "We're going to make this last as long as possible since our next job isn't until 4.30". I had an appointment early afternoon so wasn't impressed by this attitude. They surprising powered through packing which was fast and well done, however with a small single room and a few things in the bathroom left (45 minutes max worth of packing) they took their lunch break, which is understandable, however it was 1.5hrs long - I don't know what company policy is, but this seemed a little long. I had to ask them to resume so I could head out for my appointment, and didn't want to leave the house unattended to do so, just out of personal preference. After finishing up, I left 30 minutes later and they were still parked in their van in our off street spot, so I don't know how long they stayed there.

Day 2 the team arrived promptly just after 8.30 when I hadn't anticipated them to arrive until 9am, so that was a great start to the day. They moved things well until it got to the piano, which I know was a difficult task. I think it would have benefitted from a bit more consideration and planning before getting to the task as there were moments the piano was angled and resting on the concrete. Once up the hill, it was left to the side of the path which is gravel/bark (it may have still been on the wheeled plank) but It was slightly sloped so I am glad it didn't lose balance and head back down the hill. After the getting the piano up which was the last of the heavy lifting and before getting everything into the truck they had their break which is again fine. However they chose to play the piano which is unprofessional and shouldn't have been an option, and they were smoking in amongst the boxes and our possessions. The team leader was playing and I asked him to step away as he had an unlit cigarette in his mouth which I wasn't appreciative of, nor did i think he shoud be playing the piano in the first place... His response was non-appologetic when asked to stop, but a childish quip about it needing to be tuned instead. When everything had been packed, paperwork signed and the truck on its way, I found cigarette butts around the driveway where they had been and litter.

The delivery was a breeze and went smoothly. Collection of the boxes once unpacked was more of a process as there was no response when I requested the pick up and a week or so later they made contact that they could collect during a time we were unavailable and we needed to reschedule which seemed to be an inconvenience to the drivers.

Everything was packed well in the boxes and everything is accounted for. It was just a disappointing experience with the dispatched team leader.

We have used Conroys on previous occcasions (and done many moves, both international and nationally, with various Companies) and this has to be the worst in terms of service, communication and handling (packing/unpacking).

Repeated requests to complete the online documentation - although they had already been completed.

Poor communication as to uplift and delivery of our goods.

The fridge and TV were not packed although Conroys had been advised that they were to be packed. The 'Inventory and Condition Report' was not updated to reflect that you eventually collected both these items (I wonder what our recourse would have been had the items not been delivered?).

When delivered many of the hard furnishing items had dirty hand-prints on them. No effort was made to clean these off. This shows a lack of respect for peoples belongings.

Item identification labels were stuck on 'face' surfaces. The sticky residue is difficult to remove. The placement of these labels demonstrates a lack of care or consideration on the part of the packers.

Breakages due to poor packing. A lampshade was totally squashed due to having pillows forced into the same packing box. Stain marks on top of a (nearly new) white bedside locker because a coloured item was packed on top of it (we cannot remove the stain). Coffee table edge all scuffed. Various damages to other items. This was not a big move - only 43 items. To add insult to injury, we now have to chase around getting quotes to have the repairs done under the insurance we took through Conroys - as far as I am concerned Conroys did the damage so Conroys should do the running around!

Many items broken because they were poorly packed. No response when querying insurance claim progress. Initially advised I could request a Saturday for delivery, 2 weeks after booking delivery advised Saturday was not possible. When attempting to lodge my insurance claim, the website crashed half way through. The team who delivered were professional and did a good job. 

Lets start at the beginning. day one, only 1 packer turned up. Day two, 2 packers turned up but left at 4pm with 3 rooms and the garden shed still to pack. Day three, the loaders arrived but said they do not pack.. eventually 1 packer arrived and must have been in a very bad mood because most stuff packed that day didnt get labeled. ended up in the garage. eventually everything got loaded. advised the storage when delivery was required a good week before. it took the accounts department 5 days to email the final storage invoice, which we paid the same day. 24 hours later we receive a rude email threatening to cancel delivery if we dont pay before delivery. Friday morning i rung accounts department and they confirmed payment and that delivery would be early afternoon. 4.27pm received mail saying they had found payment. trucks and 7 bods turned up at 5.40pm. because none of them wanted to be there at that hour they rushed around leaving marks on new walls and only one person assemble the main bed, everything else was left wrapped. So no, we would not recommend Conroy removals to anybody else and would definately not use your services again.

Thank you for this timely opportunity to give you some feedback. I was going to contact you once we'd settled in, however seeing as you have asked, here is my response:

1. Quote - 5-stars - good informative visit which gave us confidence that you would do a good job. 

2. Removal - 5-stars - 4-skilled guys on the job and with all of the boxed items already packed and stored in the garage adjacent to the removal truck (for which your driver thanked me), loading the truck was undertaken quickly and efficiently.

3. Delivery - an unmitigated disaster! The truck arrived around 12:15pm and I met Ryan the driver, who I might add was excellent under the circumstances, and he informed me that he was on his own however a couple of guys were coming from "Allied" which I assumed meant Allied Pickfords and you must share staff when required. However only one guy turned up and when he introduced himself I realised that he was from a local labour hire company and an unskilled labourer. Not only was he an unskilled casual labourer, he was at least my age (62) and had a pronounced limp due to one of his legs being a lot thinner than the other, probably a birth defect. The situation was compounded by the fact that your truck/trailer could not reverse up the drive as it was too steep. So just two guys to unload a truck and carry everything up a steep drive that had taken 4-guys to load when it was a few metres from the house. My worst fears were realised when the casual labourer arrived at the front door with a reasonably expensive wooden sided settee, which he proceeded to offload on it's end onto the concrete path and then swivel it around causing the wooden ends to scrape on the concrete. He then asked me to assist in getting the settee through the front door and to avoid further damage to the settee I obliged however it would not fit which meant it had to be lifted over a side gate to get it round to the front of the house where there are double French doors. Through the rest of the unloading process, which took from 1pm to 8:30pm, I was assisting either carrying items from the garage into the house or assisting getting larger items of furniture in through the front or side doors. It was also apparent after a few hours that the casual labourer had run out of steam and he was having trouble just getting up the drive let alone carry anything. Added to the situation was the fact that the weather was atrocious and whilst that this was not your fault, the whole exercise would have taken half the time if sufficient skilled and able manpower had been supplied and what I assumed we had paid for. We have a number of damaged items however whilst we expected some damage I believe that the use of unskilled, casual labour contributed to the damage occurring. 

   I would therefore like to have the following questions answered:

1. Why didn't someone from your company do a pre-delivery scope of the destination house to determine the needs for unloading as it would have been obvious that the trailer would not be able to reverse up the drive and therefore a decision on extra manpower could have been foreseen.

2. Why was it not explained to me during the quoting process that you would be using casual labour to unload the truck as furniture handling is an art in itself to prevent damage. Had you informed me you were using casual labour then I would not have used your company.

One quote we received during the evaluation process was for under $2k and whilst this seemed cheap I believe the service we received from Conroys reflected this level of service and I therefore request a 50% refund of the $4,498 as you only gave us 50% of the service expected for the amount we paid. You will appreciate that there are other avenues for me to explore to seek a refund and I will have to consider my options should you not agree with my request.

I want to reiterate that Ryan, your driver, was outstanding during the whole process, given the situation he was faced with he never complained once and is a credit to your company and was the only reason I did not cease the unload until additional 'skilled' labour was supplied. However he was badly let down by the management of the company who put him in the situation which could have been avoided with better planning. 

As you can probably gather, I am seriously pissed off with the level of service we experienced, particularly as I personally put a lot of time and effort into preparing for the move by having everything packaged and ready to load in the garage, the glass items clearly labeled and well packaged and the beds dismantled etc. I believe I did everything possible at my end to make it easy for Conroys however your delivery service was abysmal.