The service provided by Kent Removals to us was extremely poor. The initial interaction was professional but once the actual move took place (Adelaide to Sydney) issues occurred. Packing up the truck They knocked over my computer monitor They refused to pack our TV in its original box. I did it myself. Considering their lack of care, I am very glad I did They loaded the TV bench with the amplifier still inside it – not secured. Arrival in Sydney They ‘lost’ 4 cartons. This included anything labeled ‘electronics.’ I lost my computer, components and various other valuable items. They damaged a number of items including the coffee table and fan The protective covers they used on our bed and sofas were filthy and left stains. The Complaint We followed up with Kent and in over 20+ contacts and 5 weeks they failed to provide any information regarding our missing items. They were unable to: Meet their own promises on returning our call or updating us on progress. This was across multiple individuals from our complaints manager, her manager and various other ‘managers.’ They failed to respond to repeated email communication. The Sydney warehouse offered no response or indication they had attempted any search. The Insurance Kent’s insurance did finally pay some compensation to us for our lost property. We had to fight for this and did not feel respected at any point in the process. We have lost far more than we have been reimbursed for. Conclusion Ultimately our items are either sitting in a warehouse somewhere or they are stolen. Those really are the only two options. Given the value of the items lost, the lack of response or communication and the time that has passed it is quite possibly a criminal act. There is a clear disconnect between the business team and operations. Operations failed to deliver on anything that was promised by the business team when we signed the contract. This distinction was also very clear when following up regarding our missing items. “The left hand didn’t know what the right hand was doing.” We highly suggest that you avoid Kent Relocations. Especially if you are moving to or from Sydney. If you are a representative of Kent please don’t bother asking us to send an email to marketing. We have done that already and cc’d in relevant managers we have spoken to as well. The last communication and summary we provided to that address was on 18/02/2022 at 7:20 pm and 21/02/2022 at 4:45 pm. We politely invited you to respond to us and heard nothing but silence.
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