Customer Reviews

Craig and Graeme were outstanding, a special shout out to Craig, he was super organised, efficient and handled my belongs with the utmost care. 

Thank you! 

Nadia

Thank you for this timely opportunity to give you some feedback. I was going to contact you once we'd settled in, however seeing as you have asked, here is my response:

1. Quote - 5-stars - good informative visit which gave us confidence that you would do a good job. 

2. Removal - 5-stars - 4-skilled guys on the job and with all of the boxed items already packed and stored in the garage adjacent to the removal truck (for which your driver thanked me), loading the truck was undertaken quickly and efficiently.

3. Delivery - an unmitigated disaster! The truck arrived around 12:15pm and I met Ryan the driver, who I might add was excellent under the circumstances, and he informed me that he was on his own however a couple of guys were coming from "Allied" which I assumed meant Allied Pickfords and you must share staff when required. However only one guy turned up and when he introduced himself I realised that he was from a local labour hire company and an unskilled labourer. Not only was he an unskilled casual labourer, he was at least my age (62) and had a pronounced limp due to one of his legs being a lot thinner than the other, probably a birth defect. The situation was compounded by the fact that your truck/trailer could not reverse up the drive as it was too steep. So just two guys to unload a truck and carry everything up a steep drive that had taken 4-guys to load when it was a few metres from the house. My worst fears were realised when the casual labourer arrived at the front door with a reasonably expensive wooden sided settee, which he proceeded to offload on it's end onto the concrete path and then swivel it around causing the wooden ends to scrape on the concrete. He then asked me to assist in getting the settee through the front door and to avoid further damage to the settee I obliged however it would not fit which meant it had to be lifted over a side gate to get it round to the front of the house where there are double French doors. Through the rest of the unloading process, which took from 1pm to 8:30pm, I was assisting either carrying items from the garage into the house or assisting getting larger items of furniture in through the front or side doors. It was also apparent after a few hours that the casual labourer had run out of steam and he was having trouble just getting up the drive let alone carry anything. Added to the situation was the fact that the weather was atrocious and whilst that this was not your fault, the whole exercise would have taken half the time if sufficient skilled and able manpower had been supplied and what I assumed we had paid for. We have a number of damaged items however whilst we expected some damage I believe that the use of unskilled, casual labour contributed to the damage occurring. 

   I would therefore like to have the following questions answered:

1. Why didn't someone from your company do a pre-delivery scope of the destination house to determine the needs for unloading as it would have been obvious that the trailer would not be able to reverse up the drive and therefore a decision on extra manpower could have been foreseen.

2. Why was it not explained to me during the quoting process that you would be using casual labour to unload the truck as furniture handling is an art in itself to prevent damage. Had you informed me you were using casual labour then I would not have used your company.

One quote we received during the evaluation process was for under $2k and whilst this seemed cheap I believe the service we received from Conroys reflected this level of service and I therefore request a 50% refund of the $4,498 as you only gave us 50% of the service expected for the amount we paid. You will appreciate that there are other avenues for me to explore to seek a refund and I will have to consider my options should you not agree with my request.

I want to reiterate that Ryan, your driver, was outstanding during the whole process, given the situation he was faced with he never complained once and is a credit to your company and was the only reason I did not cease the unload until additional 'skilled' labour was supplied. However he was badly let down by the management of the company who put him in the situation which could have been avoided with better planning. 

As you can probably gather, I am seriously pissed off with the level of service we experienced, particularly as I personally put a lot of time and effort into preparing for the move by having everything packaged and ready to load in the garage, the glass items clearly labeled and well packaged and the beds dismantled etc. I believe I did everything possible at my end to make it easy for Conroys however your delivery service was abysmal. 

We found the team very slow, cant argue they were doing a good job at packing etc, but there was a lack of urgeny - 0ver 9 hours and the properties were only 7 minutes travel apart. 

Considering we shifted the majority of cartoned product ourselves it would have been an even longer day had the truck been required to carry these as well.

We sensed that placing our furniture in the garage was the easy option rather than the house itself, but note that were working around carpet layers etc.so some extra distance walking product in was challenging, I believe our direction on what to do was clear.

Thanks John & Jill

Great communication once our shipment arrived into the country

The administration side of the move was great; efficient and good communication. However I was disappointed with the care taken with our items on delivery. The ends of all matresses were filthy, indicating that they had not been wrapped, as promised in our contract, but stacked on the dirty floor of the truck. On delivery  I observed one of our wooden dining chairs dropped causing a large chip and scratches. Next a concrete tile carried on a trolley tipped off and crashed into a rattan outdoor chair causing damage to this also. Both these happened simply out of lack of care.