ozwidemovers.com

Everything was damaged!

I don't like writing bad reviews but wish to share my experience in an effort to warn customers. I hope that this does not happen to anyone else.We engaged Ozwide Movers to move us to regional QLD. Fixed price quote included goods and public liability insurance for any damage, shrink wrap protection, furniture disassembly and reassembly, as well as all the tools to ensure our goods were protected in transport (blankets, trolleys etc).They were scheduled to arrive between 7-9am. Nobody had arrived by 9:30am. I called and they informed me that they were now scheduled to arrive at 12pm and had told me the wrong arrival time. They apologised and offered $150 compensation. Messed up my departure time but not the end of the world.The movers then delivered my furniture the next day. 90% of the furniture was not covered with any protection, just thrown in a big pile. As you might expect, everything moving in a 7 hour truck drive resulted in a lot of our furniture being scratched and chipped. It's only cosmetic, but it would have been easy to avoid.When the damage was highlighted to the movers, their response was "no that couldn't have been me". They simply would not entertain the possibility of any damage caused by them. Even where blankets were used to cover whitegoods, the metal prongs of the power cable were tied against the exterior such that they had badly scratched the outside of the fridge. Most of our wooden furniture is now chipped at the corners or badly scuffed. Road bikes were lying on the bed frame and have left chain oil everywhere.The gents delivering the furniture expressed a general apathy towards the entire move and were clearly unhappy to be there for the length of time it took to move our furniture. Once everything was off the truck, they quickly got back in the truck and drove away without telling me they were leaving. No pieces of furniture were reassembled, and I am missing the Allen keys that I left for them to take the furniture apart.I called the company to express my dissatisfaction. The two employees I attempted to speak to over the phone were not able to communicate in English unfortunately. When I asked to speak to someone who had better english, the manager got quite upset and called me racist. Racism is an abhorrent accusation and I'd hate to think anyone felt discriminated against during this interaction. Communication is vital in a situation like this and it was disappointing to hear that they felt I was being discriminatory by not understanding them. Despite an effort to resolve this miscommunication and reiterate the difference between race and language, the manager did not have an interest in considering he might have interpreted this incorrectly and was on the offensive.They asked me to email photos of the damage and they would process it through their insurance - sure thing, that sounds like a fair resolution. They also asked me to not call them back ever again and not email them after this.The email response?"We have thoroughly reviewed all the photos you submitted and found no evidence of moving-related damage. Moving-related damages typically involve dents, chips, cracks, or other transport-related issues. The items you have highlighted show signs of normal wear and tear, which are consistent with the condition of used furnitureAdditionally, our records indicate that one of our team members dismantled your bed upon your request but was instructed to leave it unassembled. While we stand by the quality of service provided and believe your claims for damages are baseless, we are willing to offer an additional $100 refund as a final gesture of goodwill, bringing the total refund to $250 (inclusive of the $150 already refunded). This offer is non-negotiable, and we will not entertain further attempts to alter this decision."What do you think of the photos? I'll let a dispute lawyer respond as they unfortunately aren't taking my concerns seriously.

Date of experience: Feb 01, 2025