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 othersThe removal team was very slow, took a lunch and an extended bathroom break after arriving later than scheduled. They started the day by complaining from working till 9pm the previous day. I think they were fatigued and that's why their pace was no as it should have been.
I have used Conroy's in the past and was expecting better and faster service.
My only comment would be better communication around the deleivery time. On my booking confirmation I had a delivery date of 21 October. However, when I called at the end of the day on 21 October I was told my delivery was for 22 Oct and the booking confirmation dates are not to be followed. However, I had not been told the booking confirmation times were only a guideline. As I was looking after a sick parent I had rescheduled my timetable around the times giving to me in the booking confirmation which needed to be re-organised after I followed up with Conroy.
To begin with I found it very challenging getting responses and updates from our assigned claim manager. Once we raised these concerns elsewhere in the business, things improved and we were able to work with someone who was prompt and accurate in their dealings with us. We found Conroys overall to be really afforable compared when other providers and they don't double handle all your furniture. One primary recommendation is to change the white stickers on every item used to identify them. They don't come off easily and we spent much of the weekend scrubbing off the white marks with soap and water!
The guys who are doing the job, are very good. Only a few items were slightly damaged. The communication between your rep, the offices in Napier and Auckland, the driver of the truck is non existent. The truck would come in Napier at 8.00am. The driver phoned the day before "I am coming at 10.00am". Eventually he arrived at 9.00am.
The goods would be off loaded in Auckland at 1.00pm. The driver phoned " I will be in Auckland at 10.00am" I said "Sorry, we can't be there, we are staying overnight in Taupo"
We settled at 12.00. Later, we made good progress and I phoned the driver, "you can come at 11.00am."
We had 11 mainly small items in storage, for a room that was not finished, We phoned the office in Nappier and after a bit of talking, yes we deliver on Friday23 Oct. We had two emails confirming this date. One from Napier, one from Auckland. On Friday morning my wife phoned Auckland office"What time are you coming?" Nobody knew anything about it. Eventually, the goods were delivered the next Tuesday.
In this IT age, this should not happen.
Ton Fontein
The packer and the moving team were great. Great bunch of people. Thanks. Look forward to meeting you again on our furniture delivery to Taranaki? The paper work side when signing up was a little messy, dealing with the insurance and what was required After a little tooing and froing we got there in the end. Maybe a little bit more attention needed to be paid to what the client required.
Thanks for your service and the care of my item.
Your process made it very easy for me to have an item collected and delivered when I was not able to be at either location.
Pick-up and delivery professionals were individually very good (careful, curteous and there was very limited damage).
Similarly, interacting with your back-office has been positive on the whole.
However:
1) Pick-up was much delayed (arriving many hours after promise) and somewhat chaotic. Associated communications were terrible and did not inspire confidence. There was also no acknowledgement of any service failure.
2) Notwithstanding what was contracted for as well as repeated and very clear instructions to both your offices and the removal team, our shipment did not go into long-term storage in Wellington as had been agreed. Instead, Conroys attempted to deliver to the designated address at the other end of the country 1-2 days after pick-up - some nine months early.
3) Actual final delivery occured one day earlier than scheduled, without prior agreement or notification. We were not at home when your deliver team called our number. The individuals delivering the items did a great job and were a pleasure to deal with. However, such logistical confusion and the lack of communication are both hard to understand.
To note, for the above repeat business and likely referral questions, it would be useful for both you and your customers to have an "unsure" option.
Everything was going well for my move in both Australia and NZ, very efficient and excellent communication. But there was a Marquee missing on arrival, unfortunately it wasnt on the list in Australia and I missed this (there was a lot on the list) The Marquee was 6 by 3 and on wheels. You couldnt miss it. SO this was very disappointing. I am waiting to hear back from you.
I did not receive a call the day prior to pick up/drop off to be informed of an approx time. When I rang myself to enquire, the dispatch team seemed aggitated that I was ringing to ask.
I also had a cockroach fall out of one of my wrapped items.
We notified Conroys by phone of our need for a pick up on the morning of 12th Oct a month earlier. We explained that if that couldn't be done we would engage someone else as we lived in CHCH and our flight left that afternoon. We provided a list of what was to be picked up at that time and accepted the quote. As we live in CHCH it was hard to guage or remember exactly what was returning (mainly in regard to the tools) and the number of boxes that we would pack for you. When we got to Napier on 5 Oct and started packing we updated the list. This took a few days because Michael left his laptop in CHCH and had to get it couriered up. Apparently the updated list meant we needed a bigger truck (which we discovered on the day our pick up was meant to happen) however we were not told this and we accepted the updated quote on the Friday pm for pick up Monday. When no-one turned up by 10am Monday we were told that we had been bumped because no one worked over the weekend to get our confirmation and we hadn't paid new quoted cost yet. This was really concerning because we believed we had a firm booking (the reason we went with Conroys) and we were leaving things in the house for the new owners and we couldn't be there to supervise. We tried to change our flight but the new cost was over $900 more. This could have been avoided if someone had called and explained that if we didn't reply/pay immediately then we would be bumped instead of just sending e-mails. We had made it really clear when Kirsty had tried to move the date a few weeks earlier that we didn't have any flexibility. Jemima was very good and dealt with my anxious angry rants and the delivery guys in CHCH were careful and firendly but calls weren't returned by the Napier office when I was trying to find out what gad been picked up and I had a week of stress until some one confirmed this. I can see that we could have been more clear with our list but the other things were in Conroys hands.
Very poor communication between customer and Conroys. Difficult to get a quote quickly. The load arrived 10days late. I was never told there was a delay and how long it would be inspite of sending an email requesting the delivery date tbc. Good boys doing the removal though and reasonable price
We arranged to have some furniture picked up on a particular date and when I contacted them to see what time they would arrive I was told that they would try to get there that day. The woman in the office, Sarah, did try her best but basically operations did not have us booked in. They picked up the furniture the following day which meant we needed to stay an extra day in Christchurch in order to open the house. A week later we were contacted by a truck driver who asked about access to our property. We live rurally and have a gravel drive which is wide enough for big trucks (we built the property and had trusses, bricks, framing etc delivered without issue). The driver then said he had an 18 wheel articulated truck! Of course that was not going to work. The driver was also expecting assistance to offload the furniture as he was on his own. This guy was also pleasant and did what he could to get delivery organised but in the end our furniture went back to Chch after visiting Invercargill and Queenstown. The furniture was finally delivered and both the driver and his offsider were also good to deal with. I am not unhappy with the folks we had contact with, rather the overall operational approach which could do with some improvement.