The proof of a professional company occurs when things go wrong. My experience was THINGS WENT WRONG and Burke & Wills showed they are not professional, reputible or customer aware. The only item I had packed by Burke & Wills was the one that caused me all my problems. The item a Canon Pixma Pro9500 colour printer. I was very clear to the removal team asking them to pack this printer as I was unsure the best method of transportation. They chose to loosely wrap it in bubble wrap place its in a standard box where it was not packed tightly to avoid movement and with no marking or arrows as to the way up or the contents of the box, this was their method of professional packing. When I unpacked the printer unknown to me the ink had seriously leaked in the packing and when removed spilt over my carpet. A call to them immediately and I was offered an apology and a professional cleaner to come to remove the ink stains. This initially showed they cared took some responsibility, how wrong I was! The result was the cleaners they sent made the situation worse by damaging the carpet with severe rubbing and not removing the stains. Over weeks of emails, never a phone call by management with an apology, they take no responsibility with the excuse being I opted not to take their insurance. I accept this as this was a move within London and a very simple job so I saw no need. The reality is they have taken no responsibility for their staff not packing the item correctly which caused the problem. In the opinion of Burke & Wills you as the customer have to take insurance to protect yourself against their staff not being trained how to pack and transport items. I am £1400 worse off for carpet and printer replacement. They offered me a £40 compensation, which I declined asking them to give it to a charity. Previously I have used Gentleman and A Van who have always provided the most professional service resulting in me never having an issue. My mistake this time was to choose Burke & Wills. Life is tough and we are all swimming against the tide at times and it is in these times that kindness and empathy go a long way, this is in short supply when you deal with Burke & Wills. Take a good look at who you are as a company Burke & Wills, rather than sending customers the fine print of a contract seek to care and think about how you should handle a difficult situation not hiding behind the small print, be more generous.
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Burke & Wills is a family-oriented removals and storage company based in South London, with excellent access to all boroughs across the city. Established in 1995, they have steadily expanded by delivering consistently high-quality service at competitive rates.
