Review Time
We shipped our belongings from Wellington to Brisbane. But to find out that we are missing a number of our items/boxes. Their reasoning is that they loaded the right amount of boxes (based on labels) and delivered the right amount of boxes. But at pick-up, the team took our boxes and told us that they would label and mark them at the warehouse. So it was obvious that they did not label and mark all our boxes correctly. All we have been asking them is to check for boxes that aren't label as they are important items to us (kids memorabilia and many more). All we want is the boxes and our items back. But Grace Removals is not being helpful or considered to our queries.It is disappointing and sad that we trusted Grace Removals with our belongings and it can go missing so easily and without the care for it.
I was reassured by the seriousness and professionalism of Grace when she came to estimate the amount of stuff we have. Everything was pretty straightforward, and she answered every questions we've had. The movers did their job well, and were patient enough with us for the things that were not ready to pack yet. This was a smooth experience, and I'm very happy with how it went.
I would not recommend Grace Removals to anyone.How can a washing machine, an ironing board, a cabinet full of teaching resources, a garden broom, some kitchenware - measurement bowls, a clothes rack, go missing? The washing machine is an essential and expensive item. It is not as if the washing machine is wrapped in a towel.On January 17th 2022, I paid Grace Removals to remove furniture and to store my goods for four months while I was looking for rental accommodation. During the removal of goods, the team ran out of stickers. Due to this the goods were taken but the inventory was not filled in. I was informed by the team leader that the inventory would be updated and all items would be stickered once they got to the office. Last Tuesday April 26th, I had Grace Removals set up my furniture. I first noticed the washing machine missing and over this past week other goods are missing. I rung up Grace Removals and was told that as the goods are not on their inventory and it is hard to prove. I have since found an inventory that was sent through to me during the video survey showing all of the items in my unit before removal. I have emailed Grace Removals twice within this past week, and there has been no acknowledgement of my emails. I have paid premium ultimate cover with insurance prior to having my furniture removed and NO One has made any contact with me from Grace Removals. Grace Removals you have been an absolute disgrace to deal with.
Terrible comms- staff rarely available and don’t return calls or emails without multiple chasing emails. The ship carrying my goods arrived in the country three weeks ago and I’m still waiting on a status update. Such a shame as Grace Au (on the departure side) were excellent to deal with.
Trustpilot deleted my review for Australian Grace which is:Awful end result and the most hard-bitten and unethical management of claim for damaged household items. This may be common business practice among removal companies. I will tell you what happened and at the end give some advice to protect your interests. A word about Google reviews which are misleading. The clear majority of reviews in the last year or two are negative. Two years ago and earlier they received good reviews. Google re-print the two-year-old reviews on the page people read. Grace are lovely at first and the Canberra senior salesman is charming.The end result is:• My solid oak extendable dining table was packed on end in the container. It arrived with the corner smashed. A couple of chairs now have loose joins. A $20,000 dining suite is now rubbish.• A leather cushion from the lounge suite is missing. Impossible to replace. Lounge is no longer made. Now the whole lounge suite has no value.• Boxes were broken and the items re-packed in those blue and red striped packing bags. Items are missing, and two very nice small items.• 3 boxes are missing and not ticked off on the inventory. Lots of our kitchen items and stereo are gone.• Paid extra for large and fragile artworks to be packed in wooden crates. Did not notice not written in contract. Also not done.• Paid $000’s to send over car and have registered. No item written on the inventory/contract. We did not notice. There is a general clause in the Terms and Conditions. Arrived here to find out Grace do not have a service to register cars. • In reply to the emails with pictures of the damage there has been silence. More emails and no reply. • They have a double-act going with their insurance company. Insurance responded that as we do not have a policy with them the claim is rejected. o This is wrong of them. The liability is with Grace and if they choose to insure or bear the cost is up to Grace. In my opinion and my experience:• Grace will not support you getting all aspects of the job written down.• They will rely on only complying with the written words in the inventory and contract regardless of the discussions and general expectations of the service.• They will not acknowledge the claim, not give a reference number, and not address the likely causes of the damage. • Grace will delay discussion and avoid the claim in the knowledge most people will give up.• Their customer service reps respond to Google reviews so they look good on the WEB. There is no acknowledgement or ownership of the problem by the office. They just keep me busy with irrelevant requests.• In my opinion Grace has a far too close relationship with their insurer to look after the consumer. For such an expensive purchase, 25% of the move.In my opinion some actions to reduce your risks can include:• Write down dot point notes as you discuss your job. Photocopy and staple to the contract and write on contract “attachment included.” I doubt you will have time for neatly type-written and printed notes.• Use two people with different ways of thinking in collaboration when discussing the job. One person with the objective and sounding out the company representative and another with an eye for logic and detail are good. If you married to one or the other you are in luck.• I think men can find this just as stressful as women but respond in a different way.• Shop around for insurance for the ship transport and port. In my opinion Grace has a far too close relationship with their insurer to look after the consumer. For such an expensive purchase, 25% of the move, you might have luck and find a different attitude from a different company.• Industry-wide practices of close insurance relationships, and dodging claims is for our political leaders to become involved with.
Kathy was very good giving me a quote - answered questions, gave me good advice. Packers and movers were well organised and worked very hard. My only problem was the poor communication from the company. I sent in my signed contract, but changes had to be made because someone else had booked their move at the same time. Emails and phone calls unanswered. I didn't receive a final confirmation of change of dates until a coupe of days before my move.
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