Customer Reviews

Hard working friendly guys

Conroys were great fitting us into their schedule at reasonably short notice and the team – once they arrived – moved our furniture efficiently and cheerfully and with reasonable care. However it was not the moving experience we wanted. We had a small number of things to move but it was still a move to a new home and we wanted it to go efficiently and well. We'd also picked what we thought was a local moving firm to have all communications quickly shift to Wellington without explanation. We were told the van would arrive in the afternoon of moving day, but the day before the move we had still no communication on exactly when that would be. The morning of the move we had to ring and ask. We were told around one but that the guys had other things to do in the area first and it may be later. One o'clock came and went. Two. I rang at three. The guy on the phones apologised - said he'd been busy and was supposed to ring us and give a more accurate time. The van was around half an hour away dropping or picking something up and wouldn't be long. An hour later it pulled up. Not to our front door but to a container on the property, and they rang us from there. The notes the team were working to said all the furniture etc was in the container. This was not the case in fact as most of it was in the house and we'd been clear about that. The two guys were pleasant and cheerful after a long day – and knew what they were doing picking up and moving the furniture and boxes – but neither introduced himself or knew who we were or apologised for being so late. Moving is stressful in its own way – even a smallish move like ours (to an apartment) – and I think some basic courtesies are required. Giving an accurate ETA, updating the client if late, introducing oneself. As a result of the late start, we were very late arriving at our new place, which was difficult for us settling in and made for a long day for the Conroy team too. They'd been working for 12 hours when they left us and still had to get the van back to the depot. Seems too long a day to me.  For what we paid, I think we deserved a better service – less one of fitting in and more priority given to making the moving experience better from the client's point of view and better communications. Perhaps less of an eye on packing as much into the day as possible and more of an eye on client and employee needs. I have no problem with the guys in the van who did a good job in the end, and were pleasant throughout, but they could be given some tips on basic client relations. 

The movers showed up on time and were courteous. However, they were just interested in doing a "dump and run". They dumped the boxes wherever, assembled three pieces of furniture (I did the rest), randomly grabbed some of the packing material, threw it on the truck, and booked it out of here. More importantly, they made a 20cm gash in the seat of one of our living room chairs and scattedered the contents of the "parts" box around the house - losing hardware for a stainless steel side table.  Conroy Removals didn't remotely match the service provided by the originating movers: Humboldt International. 

OK, so I picked Conroys because last time you did an excellent job, so I didn’t even shop around this time.

I contacted your business on 9Feb requesting a quote, and got an estimate that day from Kirsty Lowther, to which I confirmed I wished to proceed that night and requested confirmation of assessment visit and that pickup could be done on the Wednesday as requested.  Kirsty replied she would have to check and I heard nothing further that day (Friday).  On Monday I tried the call number numerous times to only get transferred to Isabella’s answer phone each time.  I finally got hold of Kirsty to get a confirmation at midday that pickup on Wednesday would occur (no time left for the assessment visit now), then got the quote that night (which didn't accurately reflect the amendments we discussed on the phone to the contents) but I accepted immediately.  Still no confirmation of when pickup would occur…

During the discussion she advised she didn’t work Friday afternoons.. perhaps forwarding email boxes to staff that are there might be considered to improve customer service…

On Tuesday Taupea Semu contacted me saying I needed to complete paper work immediately, which after discussion over the phone she confirmed I had actually done everything correctly and the job was not setup correctly in the system.  She promised to update Kirsty and that someone would call me that afternoon to confirm pickup time the next day.. no-one called.  Wednesday morning sitting with a pile of boxes, and no truck, and after a few more calls to your 0800 number (again no-one answers, just Isabella’s answer phone), I called through to the Dispatch centre in Auckland and spoke to Gary to ask when pickup would occur… not booked in or scheduled… he managed to divert a truck and a couple of nice guys to whip around and pickup my gear, take it away complete the inventory and send me a copy… no copy was ever sent.

On Friday 17th Taupea was in touch with the invoice which I paid immediately.

After hearing nothing at all after this I sent an email to Taupea on the 27th asking for the inventory list and an eta for delivery… no reply after a week.  I had contacted Taupea rather than Kirsty because I had no confidence Kirsty would actually reply based on earlier interactions.

The following Monday I called again and actually got to speak to a real person (sorry can't remember the name) on the phone at Conroys, who advised my stuff was in CHCH.  A quick reply call and we confirmed delivery date of the 9th and the location.  I was advised that there was some water damage to the boxes.

Today (the 9th) a very embarrassed driver (Vaughan) delivered my load to Dunedin, mattress base ripped, speaker bases damaged, numerous boxes soaked and crushed from the effects of water damage.

All in all this is the most appalling customer experience I have had in years… Gary, the lads that picked up in Auckland, Vaughn the driver in Dunedin were excellent and very courteous, but collectively the total service from Conroys is unbelievably incompetent.

I am very interested in your reply to this sequence of events, and at the VERY LEAST you give consideration to some form of compensation.  I took insurance with my own insurer but obviously that will not cover the excess, the frustration, and the loss of photo albums and other items that insurance does not cover from the damage suffered at your hands…

Regards

Warren