Customer Reviews

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.