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 othersThere were two separate trucks being used for our pick up because we had two separate drop offs going from Pukekehe to Napier. It would have been good if this had been communicated to me as when the first truck arrived, it caused some real confusion!! You don't need that added stress when you are moving.
Otherwise the guys were very friendly & helpful.
I have two concerns that I would like to share:
- Even though I was told that I would receive my stuff in Wellington with only a 24-hour notice, this did not happen. I had confirmed this over phone with the person I was communicating to. I had also confirmed that in case I needed partial delivery of some boxes, I would be able to receive it very quickly. But when I asked later about this, I was referred to contract etc. meaning that the verbal agreement and assurances of the company has no meaning. If this is the case, it would be better if you say this upfront to the customers, rather than providing them with a disappointing experience.
- It seems that although you have a single system etc, the teams in various locations do not talk to each-other, do not put relevant details in the system, and there is no single process that is followed. So much of the conversation is lost just because you talk to dofferent people, who are not interested in recording the points of conversation. The answer to everything that you ask as a customer is - I am not aware of this and it is not in the system. That seems a bit too much of a disconnect in process by a big organization like yours.
Overall I am very disappointed with the way things went, especially during delivery process. I may still use you guys again but with a pinch of salt and definetely will not trust anything verbally agreed with me. I will surely be putting down everything in emails (although even that did not discourage someone from saying they didn't know) so I could at least show the evidence to you and ensure I am not told you are not aware.
Some of my possessions are missing. It is probably 3 cartons. This short-delivery was reported on 17th January to Conroy Nelson. I heard nothing so after a week I asked again. a day later and I have not had an update.Please understand that when a person down-sizes they keep only things that mean something in their lives, or have some use or value. The things that are missing are irreplacable in terms of being sentimental value, or vintage or meaningful gifts received over a lifetime. PLEASE, help me find out what has happened
Everything went well except missing a suitcase and a guitar, suitcase found but guitar still missing
I recently used Conroys to move my vehicle and other goods from Brisbane to Napier. The main reason for using Conroys was the local depot being in Napier where I reside.
While the move was successful, and delays in shipping and unloading couldn't be avoided; I do have two main concerns regarding the service.
The first issue was an apparent lack of planning and foresight for arrival'and inspection of vehicles into the depot. Once my vehicle arrived at the depot it took almost two weeks for the structural inspection to take place. While waiting I was informed that an inspection had been done on a vehicle a day or two prior to my vehicle being customs released. In my opinion the schedule of the inspector, who had to travel from another region, needs to be structured to allow multiple vehicles to be done at the same time- Conroys has the ship manifest and therefore must know how many vehicles on the ship would need inspecting within that week- this just makes sense. I will say though Susan was very helpful in keeping me updated during this time.
Secondly, some of the ground staff in charge of the unloading and pick up at the Napier depot showed major lacks in professionalism on two occasions- when I attended to remove items from the vehicle with my engine builder, and also when arriving to transport the vehicle home. During my first visit onsite after being signed in, a staff member escorting us to the car asked what an item inside the vehicle was for, stating ''no body could figure it out". This struck me as odd, and I wondered as to why they would have been trying to play with/'figure out" items inside vehicles.
During my second visit to uplift the vehicle to transport home, the same staff member asked me to "do a burn out in the yard as we all want to hear what it sounds like....the bosses arent around, the yard has space",
after hearing these comments I began to question how my vehicle would have been treated during storage with the delays, and why a staff member would ask a customer these things.
On a lighter note, the staff members involved in loading the vehicle were very helpful.
Overall I would recommend Conroys services again but it wouldnt be without some warning.
Definitely some improvement needed in the packing!! It was too rushed and as I had asked for originally, we should have had this done over 2 days not 1. Inventory was really poor and very rushed . Packers themselves were good, but not thinking to ask if some items should require special attention. For example, they packed my office without me being present and took papers out of a packed box even though the papers were inside and clearly labelled, so instead of taping it and asking where it should go, he took the papers out and the whole office got packed up. How on earth do I find my paperwork now? In addition, my glassware and crystal I am not comfortable enough care was taken. They need to be suitably packed for the transit to ensure no damage should I wish to export these. The ladies should also have itemised what was in each box, for example I have no idea where to find my tea set - given they were external professionals, they should have had 2 people packing and 1 x taking a proper inventory and numbering the boxes. It was total chaos by the time the truck driver came to number boxes and stack the truck and to be honest I have no idea where to find anything!
One Item (rangehood, large box) was left behind in their warehouse and not delivered, initial contact with company basically said not our problem you signed for it you must have it- thankfully I rang a few Conroy contacts and located the item, only for it to be delivered to our neighbors! We paid for items to be unwrapped but came home to all items still wrapped and a month on still waiting for them to pick up the rubbish. We plan to try a different company for our next relocation. Items that were delivered were in good condition. Early communications with Australian side was really good.
The pickup in Auckland was excellent, with the truck arriving at the storage locker when they said it would, and the load was very efficient.
The disappointing part of the move came at the delivery. The delivery was booked for Tuesday, 20 December 2022, and it took multiple emails and phone calls on Monday, 19 December, to finally confirm just before 18:00 that my goods were not even in the South Island yet and that delivery would not occur until Wednesday, 21 December, 24-hours late. I would never have known if I had not chased and made calls.
The person I spoke to on the phone in Christchurch (not Rachel Wallace, she was very helpful) was quite rude and said, "who said it was booked for delivery on the 20th" - to which I replied, "the contract that I signed with your company". He was very unhelpful and rude.
The delivery on Wednesday, 21 December was excellent and the team were highly efficient and very friendly.
Hi, thanks for your service. However, my bed and a black bag (filled with work equipment) didn't arrive at my destination address. I was informed by the operations team that it's stuck somewehre else in NZ and I should be getting it soon. It's been to weeks and haven't heard anything back. Could you please advise?
Thanks,Mike
Too many emails about the passage. On the 9 th of Dec I got yet ANOTHER email telling me you would contact in 1-2 business days. On the 24th of Dec you delivered. 5 days after you told me you would.
The team who turned up to uplift being one man and a 16 year old boy plus a husband and wife who were only able to help for part of the time were all great, very professional and caring with our possessions, however, not enough labour. Only one man and a 16 year old boy turned up for the delivery which fell well short. My husband and I had to help (I have a bad shoulder and my husband has a bad hip and knee) and we were lucky to have a couple of friends help towards the end. We definitely felt shortchanged on the labour as this was the whole reason for getting professionals in to do the job.