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 others3 Stars
3 Stars
No TV box
I paid for TV box and when my TV turn up at my house it only had wrapping paper around it. So I should get a refund.
3 Stars
1. communication is poor, the 2 people taking care of documentation don't talk to each other and ask for the same documents repeatedly rather than going through their files because "there are too many". We had emails saying our containers were ready and found out they weren't and vice versa several times. This delayed delivery about 8 weeks. Although to be fair, I do not know how much of that was delays in the sea. It seemed knowing there were delays in the sea Conroy should have been more communicative and eager to help us get our things.
2. Long delays in getting delivery aside from the above. They were missing a whole container when the guys showed up to assemble (and they werent prepared, no tools) so they wasted most of the day (parts missing) to find out the container was actually there but they didn't know where. We had to put our furniture back together ourselves because its been weeks that they were supposed to return to finish up, some of that was the holiday break but I think it's been excessively long. We still have things in crates and haven't been able to complete our insurance forms for damage which are limited in time. We have had to call repeatedly for updates for delivery which is uncomfortable.
3. Most of the guys they use are very nice and will do what they can to help but a couple of them rush through and I had to go back and straighten up their work and put in missing screws for my kids beds, (major things) etc. Some of them were very good, in particular Sanchez (not sure his name, thin guy with tattoos) was very thorough with assembly, worked hard and was very receptive/friendly, constantly asking for things to do.
Detailed Timeframe Needed
I didn't choose your company myself, my overseas company choose to use your services to get my container content to my destination in NZ. Would have prefered more details and info from you, like a more detailed timeframe and details about the whole process, and like which item will be inspected, was there any treatment necessary and so on... so now all these boxes are at the back in the storage because I only got this info after I had to ask you ...also, it is rainy season in NZ North Island, my content was repacked into two containers by your company, your team had to repack it from container to container and then into my storage...so all items got wet twice...just because someone elses content used the first part of the container... could have been planned better.... also some boxes had no sticker anylonger or two stickers...for our next container in the future probably also the overseas company might choose you... that is why choose us/recommend us should be I don't know.
Broken Gear
Though the service and people are great, carelessness let you down considerably. Much of my gear was broken when simple care would have avoided this. I am disappointed three appears to be no come back on this. However, as mentioned, the people were great.
3 Stars
Oil on the Carpet
Very poor communication in New Zealand but Jamee in Australia was excellent. It was difficult to find out anything from the Napier office . Also the delivery staff got oil all over the new carpet and things were broken
Rude Dispatch Guy
Most was great. Napier office and Christchurch office great. Dispatch guy at Christchurch was rude. Office had put on my papers after 4pm or a sat delivery as I worked. Rang on the Monday 18th to see if there was a time or date and got told Tues 8am said I would be working and got told it's then or after new year That's it.
"Truck dug up lawn"
Still waiting for confirmation of exact amount of stuff moved as only could get and pay for estimate. Truck arrived with a few other loads in front of mine that the delivery crew had no knowledge of. Truck dug up lawn because of how he parked, then not enough weight in back to get good traction when leaving.
Observations
Hi There, My comments are not really complaints, just observations on how you could refine your service: Don't set pick up times without checking with your drivers - for weeks it was always 8.30am from Auckland CBD as quoted by your office person. We organised ourselves around this. The day before I had a call from the driver saying he was coming around midday, which I questioned. "you've got to be joking" was his response to me quoting 8.30am. Those people in Napier have no idea about Auckland traffic. Your 2 pick up men were extremely pleasant and obliging. However, while they were wrapping furniture I went downstairs to load the car for a couple of minutes. Both toilets had been used and the seats left up. I have no problem with people needing to use the toilet, but it is manners to ask first (and put the seat down afterwards). Please train your people in small matters of protocol. A brand new office chair needed to be wrapped - the back is wood veneer right to the edges so I asked specifically if it could be bubbled wrapped well before blanket wrapping. "Yes, no problem". I did overhear a comment that they were getting low on bubble wrap - unfortunately I was not in the room when it was wrapped. When it was unloaded in Whanganui, there was no bubble wrap on it, only the blanket. The wood veneer has been slightly damaged on the edges from rubbing or being knocked (a separate claim may follow if we can't repair easily). Please ask your people to be honest - if they have run out of bubble wrap, we may have been able to improvise with other bedding etc that I had available. Your delivery men were very pleasant and efficient. However, when handling the white Eames replica dining chairs, it was evident by the black marks that his hands were actually black (there are black hand marks on the walls of my stairwell from when they were taking the bed upstairs). When it came to handling the base of my very valuable Kauri dining table, I asked them to please wash their hands first because, unlike the chairs (which took 2 hours to clean), the table would be very hard to clean. They looked at me rather surprised. Please ask your people to respect customers' furniture when handling - washing hands is a practical and simple gesture.
"seriously dissapointed"
We made use of Conroy when we arrived from South Africa in New Zealand, so our first thought when we had to move within New Zealand was to go with the team we used before.
The qoute we received was not the lowest, but based on our previous experience i made the decision to go with Conroy to move us.
The team that packed us was not bad. Tim is a hard worker and was always friendly and professional. They packed all our items within 2 and a half days and then took quite some time to load the truck, which could not come all the way up our driveway. Some of the team members said to me that the reason they struggle to get the truck loaded was due to the fact that they had to haul our stuff down to the truck, to which my response was that an agent did come and view our property when they quoted, so the steep driveway was known.
The truck arrived an hour and a half later that we were told in Ohope, and that without a team to unload the truck.
From what I understood, all furniture taken apart would have been assebled again, which we were informed by the truck driver is not the case. The truck was emptied and left, with nothing being assemled again.
We have got some damaged furniture, for now a coffee table in pieces and a glass cabinet that the foot was broken off, and when i asked the driver to make a note on the delivery report, he was not to happy about it.
I am seriously dissapointed in the service received from Conroy and can assure you that I will not be recommending your team quite soon.
Once unpacked, I will put all the information together for a claim as the damage is unacceptable. A person can accept a slight dent here of a scratch there, but legs broken off a coffee table is negligent and unacceptable.
We now have all of the cardboard boxes/furniture wrapping piled up beneath our wooden house in high summer because the delivery people had to go onto another job and therefore could not take the empty boxes away. The agent I was dealing with in Auckland, seemed to be efficient, however she never returned my phone calls. The only way to communicate with her was via email. Sometimes verbal communication was all I needed to understand a situation a little better. The use of acronyms in emails is not helpful to an outsider. I wasn't always sure whether quarantine/customs clearance referred to the car or furniture. Some emails were sent as templates not formatted clearly; thereby making it difficult to decipher the content. This is in relation to emails that contained fields left blank where there were no dates to enter into the relevant document. The delivery people were great, worked well together and with us, which I was very impressed with. I was pleased that all my stuff arrived. I was disappointed that they put sweaty hands on our newly painted white walls. The service we received from the company in England was brilliant. A very personal service that I assumed would continue here. Because I have no experience of removal companies in New Zealand, I cannot realistically say whether this is a company I would use again or recommend to others. I don't know what New Zealanders expect from a service.