kentremovalsstorage.com.au

If I could give zero stars, I would.

I can’t tell you how much I regret using this Company, if I could give zero stars, I would. My brother died suddenly in Tasmania and as he had no family there I had to arrange for all his belongings to be shipped to his family in the UK. I was assured by the assertions on Kent's website that they would do the job well plus they were AFRA accredited which gave us reassurance that it would be done professionally and to a high standard. This couldn’t have been further from the truth. Precious antiques that my brother had spent his life collecting were treated with utter disrespect. Items weren’t sufficiently packaged; a lot of fragile items weren’t marked ‘fragile’ and the few boxes that were marked ‘fragile’ were stacked with really heavy items on top. This resulted in the most precious items arriving in the UK smashed beyond repair. In addition to this, despite the high quote which was for the whole house to be emptied, the removalists refused to take a huge amount of items as said they hadn’t been in the original quote!I then had the long, drawn-out process of trying to claim for the broken items, this process once again was treated with contempt. Over the course of the next few months, several Insurance agents left the Company and I was passed around from one agent to another with none of them taking my claim or complaint seriously. Despite paying nearly $5,000 for the insurance, I was eventually offered less than half the value of the broken items, the Insurance agents tried to find cheap alternatives to unique priceless antiques.In the end I took my case to AFRA for their mediation service but sadly AFRA didn’t seem to take the complaint seriously either and took Kent’s side that they had taken the items they had quoted for and as such had fulfilled their side of the agreement. In the end Kent didn’t even receive so much as a slap on the wrist from AFRA for their unprofessionalism and incompetence. Don’t feel that as Kent are AFRA affiliated, they will adhere to any industry standard of service. They won’t. I have found them to be dishonest, unprofessional, careless and unapologetic.In the end, we accepted a pitiful sum of compensation and insurance as we felt we couldn’t afford to take this case to litigation. This whole process has been deeply upsetting and traumatic for my family in the UK, as if losing my brother wasn’t enough, to have the people we hired to take care of his precious belongings treat the job with such contempt has been heart-breaking.

Date of experience: Oct 22, 2022