Review Time
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.
I hired this company to help move a few months back (relatively small move, 2 bedrooms & not a large amount of extra furniture) for a move from one side of Brisbane to the other. On the day of removal one of the removalists (the fees paid for 2) wasn't doing anything other than standing out the front of the house talking to the other one & talking on the phone. Seeing as the company charges by the hour, I called the company office to double check I had definitely paid for 2 removalists & they confirmed this.After that phone call, the removalist recieved a phone call from the company office & then immediately approached me in an intimidating/aggressive way & shouted at me for about 5 mins straight & then threatening to not do the move at all if I didn't agree that he was doing work. (Also keep in mind that I was a young woman & on my own at the time, & both removalists were large men). While this was happening I was on the phone with a family member that was helping with the move, so that family member heard every threatening word of this 'conversation', & I stayed on the phone with them for the remaining time that the removalists were at the house because it felt like an unsafe environment.As well as this event, the removalists permanently marked a lot of my fabric furnishings, & were really rough with items that were clearly marked fragile (TVs, clearly labeled & packaged mirror cartons etc.).After they completed the move I made it clear to the company office worker over the phone that I had been verbally attacked & that I would be making a formal complaint. A few weeks after that I sent through my formal complaint email, after which their HR team proceeded to gaslight me & ask why it took so long to report & saying if I hadn't submitted an official police report then there was no proof & nothing must have happened.After that email they have completely ignored my reply emails, and apprear to have zero interest in taking any responsibility for how their removalist behaved.[UPDATE]After posting this review elsewhere, the company contacted me to "resolve the issue", which was just them repeating their denial that anything happened & that as far as they're concerned my removal service went "very well"... That was just insulting at that point.Do not give your money to these people. If I could rate them lower I would.
It was excellent to have removalists that were friendly, helpful and cooperative (rather than grumpy) both collect my possessions in Perth and deliver them in Victoria.While all the items that arrived in Victoria were in good order, it is a shame that a number of items never made it. These included a mobile split system air conditioner, folding trolley, and some ceramic plant pots. The value of these items was more than $1,000.I will not use this company again or recommend it to others.
I hired kent removals to move from QLD to TAS They charged me over $600 for insurance which I paid believing my property was insured.It was not.They broke a small cupboard that cost me about $100 .To get it replaced they wanted me to pay a $250 excess.That is about $850 for a small cupboard worth about $100.I pointed this out and they ignored me.That was not the only problem.During the delivery they gave me paperwork that was supposed it match my property.For example number 1 a bedhead.I did not count but about half were wrong .To add to that there was some items that did not get marked of i dont know where they are.They took the paperwork so i really can`t prove this But I am missing some of my property.It was very badly done They ignored me.I would NOT wish this company on anyone
Appalling. Contents arrived covered in mould and crushed. Sydney office staff rude to the point they terminated call.Initially it was suggested it had rained on the day of uplift (it hadn't) and the contents were damp when loaded.Then it was suggested there may have been a garden hose or similar stored in the container. There hadn’t. Then “someone in the Sydney office” subsequently proffered the following tale by way of explanation1 The container had been opened recently (several days prior to delivery)2 It had been raining and the contents got wet3 The container was then closed4 The mould then grew in the space of the few days until it was delivered.All while being in an indoor storage facility! Someone needs to invent a roof to enclose these storage facilities to prevent further occurrences of this nature.Anyway this revelation the container was recently opened puts paid to the theory they were loaded in wet weather.It also helps to significantly narrow down the period in which these vertical deceleration / crushing forces were applied. The contents were obviously pristine when opened so something significant happened after that. 5 years without incident. And then water ingress, mould and crush damage the last few days. Damn unlucky.After a week delay and inspection by a mould expert, the container was deemed safe to access - albeit wearing respiratory PPE and gloves. Several lounges were crushed due to substantial vertical forces. Whether the goods were loaded poorly or whether the container was dropped at some point is unclear. There was major water damage and mould. We discarded perhaps 500 damp and mouldy books. We also discarded 100’s of photos which were damp and stuck together. Some bedding was so damp I has to assist my wife lifting a blanket out of a bag. Clearly there was a major water event at some stage. Our main hope now is that the insurance is a better product than either Kent’s storage or their customer service. However after 16 days, we are caught between Kent, a mould expert appointed by Kent, Zurich (underwriter) and Crawford and Company (assessors). I couldn’t contact senior management yesterday (Friday 28). They were all at a conference on the Gold Coast.
We used Kent,s service to move the contents of a 4 bedroom house from the Central Coast, NSW to Tasmania. The upside was that the pick up and delivery guys were fantastic and could not have been more helpful. Pick up and delivery were on time.The downside was the packers, who were dismal and the after sales service, which was non existent (did not want to know us). Items were incorrectly packed resulting in a broken computer tower and damaged picture frames. Items they were specifically told NOT to pack were packed. A great number of boxes were incorrectly marked resulting in hours of searching for basics. Many boxes were only partially filled and then packed with paper and some boxes were less than 10% full. Unsealed bottles were packed (against policy) which resulted in leakage.When we complained we were met with unanswered calls and emails and when persisting we were shoved from one person to another with no satisfactory result.From speaking to others who have had experience with Kent our issues were apparently not uncommon.Suggest if you are going to use this company then do your own packing and do not let their packers anywhere near the place. Our packers were apparently informed it would be a 4 hour job (it was more like 8) and they had another job booked that afternoon. As a result they were in a rush, would not follow instructions and got snarky when we tried to talk to them re packing items they were told not to.Overall a very disappointing and stressful move for us.
Unfortunately, it was a bad removal experience.They were very hesitant to give us or our UK-based removal company any window or date. Their communication for international removals was difficult and opaque.They abruptly assigned us a removal date, which meant we suddenly had to pay an entire month's rent to give our landlord lead time.Specifically, they called us on a Tuesday and asked us if we could make an international move on Friday. After agreeing to a quick move-out date, they ended up booking the incorrect date (a day they weren't open). Despite having signed and confirmed this date multiple times with our broker.We found out they botched the data right before our move. Via a quick call with no apologies.We ended up having to cancel and rebook our flights so they could book a correct date.In total, working with Kent Removals & Storage cost us... well, a lot of money. Throughout the process, they were unreliable and uncommunicative. We have moved multiple times internationally, and this was the oddest experience. Double-check dates, keep all records, and be careful.
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