Customer Reviews
We request reviews from all of our customers regarding the service they received from us. Good or bad, we put them all up here for you to see.
91%
Of clients surveyed said they would use Conroy Removals again90%
Of clients surveyed said they would recommend Conroy Removals to others"17 weeks in and still waiting"
"Overall this was the really shoddy"
There were several problems with my move:
Firstly the team did not pack all my goods. This was despite me receiving a phone call on the day of the move from a Conroy's employee asking me if everything was to be taken from my address. I advised yes everything was to be taken except the items with labels attached that said "leave".
Secondly bespoke item of furniture was not even wrapped in a blanket and was placed in the container up against the wall. It was damaged of course but it was not worth me paying the excess on the insurance policy to get it repaired. Also Conroys never got back to me regarding making a claim anyway even though I noted the damage on the delivery docket and the delivery team said they would be in touch. I don't see why I should have to pay for any excess when Conroys failed to take adequate care of the goods in the first place.
Thirdly the delivery was made with a truck and trailer unit with my goods in a trailer. I live at the top of a narrow long driveway at the end of a 1km gravel road with no turning for big trucks. If the delvery team had bothered to look up my address on google maps (after all it is a rural address - it would be a no brainer to do so) they would have sent the goods on a smaller truck. This meant that I had to use my truck to transfer the goods from the main road to my house. This took me 4 hours. No offer was made to recompense me for my time or for the use of my truck.
Fourthly arranging the collection of the goods that were left behind was fraught with communication problems including no notification of the actual delivery of these goods until the truck was at letter box.
Overall this was the really shoddy and I would not recommend Conroys to anyone.
1 Star
I have used Conroy several times. The first being 16 years ago for an international move. At this time the move was superb and stress-free. In between time we have had moves locally in Napier, all good. I moved 5 years ago and I was not happy, I wrote in and received not even an acknowledgment. I tried again as I am now moving Internationally and I am left very very frustrated. The whole administration & customer support has been worse than unprofessional. The phone is never answered (trust me I have phoned dozens of times), for one point I gave up ringing and tried to get a reply via email on the Friday regarding a customs form. On Tuesday morning I decided to drive down to Conroy office in Napier to get answers. This was the day before my move and do you think you have time to chase answers when you are moving?! Luckily I got an email..only to be told to disregard the customs forms. I was told I would get new forms as the system had changed. Six days later after my possessions were uplifted I emailed again asking for the forms!! I now wait anxiously as there was no support and guidance with the new forms, despite me ringing Conroy for help. I had to leave a message which didn't get returned, so I emailed in again and got an apology to say they were busy in meetings! How does this help me? I paid a lot of money for this move and shake my head at the service given! It was certainly not stress-free. I am nervous now as I wait 7 weeks and hope the rest of my move goes well??
"dissapointed"
Recently I got service from Conroy removals to transport my furnitures from Christchurch to Auckland and while transporting they have damaged to my TV (60") and it's not working now.
It's look like they have stored more goods on my Tv and it created cracks on the screen, as I did not had an insurance the company don't want to help me on this. But I still believe they should care about the goods that they are transporting except unexpected accident or incident. Unless they should not put an option of no insurance, and I strongly believe you can't damage the goods that you are transporting even it hasn't an insurance. So I really dissapointed about the service and will not choose Conroy removals ever again.
I will not recommend Conroy removals for anyone.
"appalling customer experience"
OK, so I picked Conroys because last time you did an excellent job, so I didn’t even shop around this time.
I contacted your business on 9Feb requesting a quote, and got an estimate that day from Kirsty Lowther, to which I confirmed I wished to proceed that night and requested confirmation of assessment visit and that pickup could be done on the Wednesday as requested. Kirsty replied she would have to check and I heard nothing further that day (Friday). On Monday I tried the call number numerous times to only get transferred to Isabella’s answer phone each time. I finally got hold of Kirsty to get a confirmation at midday that pickup on Wednesday would occur (no time left for the assessment visit now), then got the quote that night (which didn't accurately reflect the amendments we discussed on the phone to the contents) but I accepted immediately. Still no confirmation of when pickup would occur…
During the discussion she advised she didn’t work Friday afternoons.. perhaps forwarding email boxes to staff that are there might be considered to improve customer service…
On Tuesday Taupea Semu contacted me saying I needed to complete paper work immediately, which after discussion over the phone she confirmed I had actually done everything correctly and the job was not setup correctly in the system. She promised to update Kirsty and that someone would call me that afternoon to confirm pickup time the next day.. no-one called. Wednesday morning sitting with a pile of boxes, and no truck, and after a few more calls to your 0800 number (again no-one answers, just Isabella’s answer phone), I called through to the Dispatch centre in Auckland and spoke to Gary to ask when pickup would occur… not booked in or scheduled… he managed to divert a truck and a couple of nice guys to whip around and pickup my gear, take it away complete the inventory and send me a copy… no copy was ever sent.
On Friday 17th Taupea was in touch with the invoice which I paid immediately.
After hearing nothing at all after this I sent an email to Taupea on the 27th asking for the inventory list and an eta for delivery… no reply after a week. I had contacted Taupea rather than Kirsty because I had no confidence Kirsty would actually reply based on earlier interactions.
The following Monday I called again and actually got to speak to a real person (sorry can't remember the name) on the phone at Conroys, who advised my stuff was in CHCH. A quick reply call and we confirmed delivery date of the 9th and the location. I was advised that there was some water damage to the boxes.
Today (the 9th) a very embarrassed driver (Vaughan) delivered my load to Dunedin, mattress base ripped, speaker bases damaged, numerous boxes soaked and crushed from the effects of water damage.
All in all this is the most appalling customer experience I have had in years… Gary, the lads that picked up in Auckland, Vaughn the driver in Dunedin were excellent and very courteous, but collectively the total service from Conroys is unbelievably incompetent.
I am very interested in your reply to this sequence of events, and at the VERY LEAST you give consideration to some form of compensation. I took insurance with my own insurer but obviously that will not cover the excess, the frustration, and the loss of photo albums and other items that insurance does not cover from the damage suffered at your hands…
Regards
Warren
"very disappointed"
My responses are extremely mixed due to the extreme lack in communication from the Auckland/Napier team.
I used Conroy for my earthquake repairs full house removal in January 2015 in Christchurch and they were superb.
Also, when the costumes I recently had moved from Auckland to Christchurch arrived in Christchurch, the Christchurch communication and service was excellent. I think Colin was the man I spoke to and Daniel and another man were on the truck...very obliging guys who were awesome.
I would reccommend Conroy to my christchurch friends only.
But the communication from the Auckland end was diabolical. I was told three times that the truck would arrive at the school in Auckland to pick up the costumes and they never turned up. I personally contacted the woman Taupea at least 6 times to ask what was going on and each time she apologised. Noone seemed to know what was going on.
Then when they finally turned up and picked up the cargo, I was sent an extra bill of $917 over and above the first payment that had been made weeks before. There was no discussion about this and no justification for it, so it will not be paid.
I was very disappointed by this experience. But I cannot fault the Christchurch branch. they have been excellent.
"need a major overhaul of your systems and communications"
Thanks for the opportunity of providing feedback. I really don't know where to begin on the well below average performance of your team. Perhaps I'll just highlight the main shortcomings.
I had what I thought was a simple task - move 30 items of household goods from Palmerston North to Maungaturoto, with one further item to be delivered to Auckland only, for which I booked and paid separately.
Your staff advised that the only day they could collect was Friday 3 February. I filled in the forms and paid, and rang on the 2nd to check what time I could expect the driver and truck to arrive. Between midday and 2 pm was the answer. By 4pm no-one had turned up so I rang to be told that the 'girl' that gave me the pick-up time should 'never have said that'. Furthermore I would be rung to advise when the truck was coming. At 5.30 a man rang to enquire if I was expecting a truck that day! Finally at 5.40pm a truck that was far too big to get anywhere near the house arrived with only a driver, who incredibly didn't even have a trolley for getting heavy items such as a fridge and freezer on to the truck. Half an hour later after I had helped the driver load the truck with my own trolley, two further gentlemen turned up when most of the work was done. Not surprisingly the truck broke a large branch off a tree on the way out.
When talking to your staff on the phone at the time of the initial booking I was advised that delivery would be on Wednesday the 8th as Monday was a holiday. Surprise surprise nothing arrived. I rang on the 10th to be told once again 'they should never have told you that' and that delivery would be on the 15th. I rang and told your despatch manager that I would not be there that day as I had a Board meeting in Auckland to attend and arranged for my wife to be there and gave them her phone number. Thats fine he said delivery will be between 8 and 8.30am. I came out of the Board meeting at 10am to find a message from the driver saying he wasn't sure if he was at the right house and no-one was home. It was clear from his description that he was at the wrong house (later I checked his documentation and my wife's phone number had not been passed on).
After endless to-ing and fro-ing with your despatch guy I was advised they would now deliver between 4 and 5.30. By then I had returned from Auckland. Sure enough they turned up at 5.30, again in a monster truck that did a good bit of destruction to the trees on the drive. At the end I noticed the item to be delivered to Auckland was still on the truck and hadn't been delivered.
The good news is that you have drivers with nice even temperaments (given that I gave them both a hard time over your companies performance), the bad news is that you have a very poor company culture. Every query regarding non-performance was met with blaming someone else in the organisation. Despatchers dissing drivers and booking clerks and vice versa. I'm sure your staff are nice individually but you need a major overhaul of your systems and communications if they are to work effectively together.
"service was appalling"
Hi there. You guys were recommended by Classic Baths in Taupo. These were the people we bought the item from for shipping. From the outset communication with Conroy was difficult. Our Booking confirmation showed a pick up date of 2/2/17 and delivery of 10/2/17. At the time that seemed a long gestation but I accepted it. The 10th went by. No communication. I had my trades people lined up with that date. I spent some time trying to talk to someone at Conroy to expedite delivery. Passed around Napier, Wellington. Tried to get accountability from my 'Move Manager', who seemingly had no control over the process (and passed me around more, without staying on the line). Finally she committed to delivery on Tuesday 14th. No show. Finally got the call from Wellington despatch yesterday Wed morning. Gave instructions for delivery. These were not passed on (I got rung by the delivery person later in the day, frustratingly missing the call, who obviously hadn't got the message). Altogther a cock up guys. To add insult to injury I received the feedback form by email before delivery actually happened! I've asked for a full refund of the freight cost. {still awaiting a response - go figure}. I hope you can use this feedback because your service was appalling. One positive was the friendliness of the people (just no systems to leverage that).
"No communication"
1. No communication to confirmatio when would the delivery was arranged.
2. I paid NZ$500 for local the tranship. And I finally use my family wagon to tranship the carton boxes down to my house via my drive way. I need a money back.
3. Please ask someone to contact me for the refund of the NZ$500.
"heard nothing"
Despite multiple calls (all went to voicemail) and e-mails, I heard nothing for two weeks between when my goods cleared customs (January 11th) and when the delivery guys called (January 26th). Delivery guys called on the afternoon of 26th, and said they would be around between 5-7pm. They never showed up that night and never called to say they wouldn't be coming. They called the next morning and said they will be there in the late morning. Again, they didn't show up within that time frame, and never called to say they wouldn't be there. The New Zealand side of the operation has really let the team down, I was super impressed with the Australian crew and the guys that packed and picked up my stuff.
"Communication was a complete shambles"
Communication was a complete shambles. Staff and management need thorough training with the legal aspect of dealing with difficult family moves.
The joke being you, asking for our feed back on how our shift went with you when you let us down, when in fact we used ANOTHER company. I can say THEY were fast profficient and completely on to it.
"no communications from all levels"
Started of 5 star with booking and invoicing unfortunately the removal side was -1. Pick up was meant to be in the morning. Then got told between 3 and 5 long story short ended up 8.30 at night. no communications from all levels apart from us ringing. The drivers were very professional and did a good job. Unfortunately they copped it because others. Please contact me if you would like more details. 04 2367886.
You are asking me for feedback and I am still waiting on my things to be delivered to me! They were picked up in Havelock North 01/12/16 and I was told 6-9 weeks till delivery. 17 weeks in and still waiting.