Review Time
You try to be fair in these reviews. So let me say at the outset that the team were friendly and on the whole helpful in our move. Our problem came about because not all our goods returned. Two items were missing. Grace denied ever taking them away and storing them for us. We know that they did, having seen them load them on their truck. I am sorry to say, but one cannot trust and assume that all the goods disappearing into the truck will return. You need to ensure that every single item (in our case there were well over 100 boxes and pieces of furniture etc) is itemised and carefully described-good luck with that one it will slow down your move by several hours. We took Grace to court but could not discharge the onus of proof because we had signed the outgoing documents as a complete record. By not correctly documenting the goods they took away (and charged us storage/insurance on for two years) we were left without legal remedy.One more thing to be aware of when dealing with them. When we applied for compensation for our lost items we were refused despite insurance (we had their Easycover option which was the most expensive). It turns out that Grace New Zealand are self-insured for the first $5000. Your claim is dealt with by an Australian company called Intercept Loss Adjusters Pty Ltd seemingly an independent organisation. Have a look at their website.Intercept “assesses” your claim and deals with it. What they don’t tell you, which I only found out by direct questioning, is that Intercept Loss Adjusters Pty Ltd is a subsidiary of Grace. I found this disturbing and I think it is poor that it is not made transparent that you are dealing with Grace and not the real insurer.Overall, I cannot recommend this company. They did not constructively engage with us in respect of the lost items and you can draw your own conclusions about how they conduct their affairs with respect to the insurance. We will not use them again, and no doubt there will be a response from the client services team saying that they will contact us to discuss. We know that’s a nonsense.16 Feb Well sadly that was right. I emailed the address below and received the advice that the NZ branch would contact me-of course they haven't so even the responses in this site are insincere...
My wife lost several thousand dollars worth of clothes plus we are missing a boom box. In addition an ornament was broken ( not wrapped just placed in a dresser draw).We have unpacked all the boxes and suitcases and not located the missing items. What is your company going to do about compensating us.We definitely will not be recommending your company to our friends and family
Very friendly staff but that is where it ends. They did one pack and went into storage till we sold house. The second pack when we sold house and all items were delivered to our new address. We heard that the items were in and out of trucks so many times so handled many times.when our furniture arrived at new house there was broken furniture, legs on dining chair oil stains on chairs and scratched and newly upholstered stools oil stained. Plant pots all broke wooden bench damaged crockery broke and glasses. We were very shocked and upset, so took photos and phoned office of our disappointment. We will be putting in a insurance claim.Staff were polite and worked hard but a lot to be done and trained on packing. Never will use Grace movers again. We have lived in many countries and moved house, never have we had so much damage with our items. We were only moving within NZ so would hate to think the damage moving overseas.Bad experience. Never again....will be using other movers for future moves.
We have used Grace Removals twice now and both times have been very pleased with their service. They are very affordable, punctual and friendly. The office staff and movers are friendly and helpful. Grace Removals will be our first choice next time we move.
After our furniture was picked upon the 8th July from Gladstone Queensland, we received it last Monday. Well we had the truck turn up at 10am and Daena,Ezal & Henry introduced themselves asked us where things were going and like a well oiled machine they got stuck into it.This crew was absolutely 💯 fantastic, very helpful friendly & professional.
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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