It started very well with Grace Removals, but ended up being a truly disappointing and expensive experience.My wife and I have moved with furniture many times before, e.g. Denmark>USA, USA>Australia and Australia>Denmark, so we know how things work and what you can expect and not expect.Before the move: Friendly, funny and competent service, and prompt answers to our questions. It all felt very safe with Grace and we therefore decided to move ahead with them, while turning down offers from slightly more expensive moving companies.After this the warning signs started; very slow email replies, our contact person was always OOO, we couldn’t get time with Grace to understand and discuss our insurance needs, and a Danish referral Grace tried to contact to talk about his experience with Grace never replied.Good thing was that we had paid AUD300 to get a specially designed casing to protect our most expensive and beloved furniture - a marble coffee table, bought for USD+2,500 in the US while we were living there.During the pick-up move in Australia: The movers were 3 hours late and didn’t give any notice about this. Only two men showed up and the 5 hour time pick-up estimate ended up taking closer to 10 hours. That meant that we got our cleaning appointment later in the day canceled and had to rebook flight tickets to Sydney. This despite that Grace had visited our place, took pictures and noted down everything we wanted to move.Worst thing here was that our contact person at Grace didn’t care at all - which in that situation is very stressful and you can’t really do much as you have placed all your trust in them.The move in Denmark and after:We got our things back to Denmark, and a third party Grace partner moving company stepped in. We (my wife and I) ended up helping all day with carrying moving boxes to the fourth floor, again due to a miscalculation from Grace’s side re. time needed. We were completely exhausted by 10PM after a full day of moving, even though we had paid to avoid doing any work ourselves.BUT THE WORST THING - our beloved marble table was broken into two pieces, and with no chance of repairing it in any way. And then we truly got to see the worst side of Grace. Due to a misspelling(!) (and we are not native in English) related to the marble table in the insurance contract, Grace refused to compensate more than AUD900. Grace didn’t even care about the fact that we had pointed out again and again that we really wanted the best protection of our marble table and we needed help with the insurance contract… Grace didn’t even offer to compensate us for the cost of the casing.After a few emails about the marble table and insurance, replied by Grace in such a rude and arrogant way, they just stopped replying to our emails. So now we have a worthless marble table, AUD900 to pay for a new coffee table with cost and shipping cost well-excending USD3,000 - and tonnes of frustrations and the feeling that we got tricked.It’s not about the compensation, but it’s the feeling of disrespect and ‘Goliath against the Giant’ with even the best arguments not being enough.It is the worst feeling ever, and we can therefore with all of our hearts, travel experience and manners recommend that you stay far, far away from Grace Removals.
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