Customer Reviews

This was a move of two halves. Overall, the experience I had with the Nelson team coming over to Blenheim to pack up my home went well. Not everything is yet unpacked, but there were only 2 small breakages of no consequence. Disappointing that there was not a complete manifest as there were insufficient labels printed out and bought over. While trying to unpack, I also do not think that the carton contents were sufficiently identified. Also disappointing that cartons are reused, and I have had to launder ALL of my linen which was packed in to cartons (no liners) which had previously been used for shed implements or tools and suchlike.

The delivery and unpacking of goods at the Timaru address was totally unsatisfactory. I guess the first sign that this was not going to go well was when one of the guys threw a ladder on to the street (Conroy's not mine - I checked)! I was told that there would normally be 3 devanners (an untruth apparently). They were not impressed that they had to walk and trolley all of the items up the driveway, and then bring them in to the house. Furniture items were unwrapped from their protective blankets and scratched as they were bought up. For some reason they did not work as a team but individually, to bring up large items. They were hell bent on dumping as many cartons as possible in to the garage downstairs. I did not have a problem with items labelled garage or shed being put there for later unpacking, noir cartons of books. Cartons of books were put on top of cartons labelled fragile. Cartons of linen were left in the garage. I was asked at one stage, (and I stupidly agreed) to back my ute down the driveway (which was very nerve wracking for me) so that they could load it up and I drove to the garage. 

An antique drop leaf table was carried by one hand and was flapping around. There are sweaty fingermarks on furniture which will be hard to remove. Furniture is scratched and the upstairs fridge is gouged. The large downstairs fridge was going to be left fully wrapped as apparently the devanners were on a tight time frame to collect items from a Timaru pickup (Big Save) and get back to Christchurch. That is when I told them I have paid thousands of dollars for the move and would like some service.The fridge was hastily unwrapped. Why on earth would they set out for the day with no food and water? 

To try and be constructive, can I suggest more training is required for some of your team, along with lessons on customer service (ie please do not ask personal questions). I kept as calm and polite as possible but inside I was seething with anger and frustration. I was not afforded the service I paid for (being Covid Level 3 is no excuse). I deserved and paid a premium for a move that has left me disappointed and bitter. I asked whether I had to sign for the delivery and before I got to the end of the drive the truck sped off without my being able to check it was completely empty, nor sign for the delivery. I phoned the Christchurch operations manager who offered me no sympathy on this point.

I would like the courtesy of an investigation and response as you were recommended to me. Where do you identify that the wheels came off, given the above comments?.