My experience with this company was beyond dismal. I have had nothing but unprofessionalism, failures, and gas-lighting from this company. I'm anticipating the company attempting to publicly respond by either dismissing these claims or presenting false counter information. I will try to detail everything thus far in the review character limit and you can make your own conclusions.
To start, I first booked Safeway for a cross country move in mid February. I paid for expedited shipping. Safeway insisted they were able to meet the delivery date or even arrive earlier. During booking, they told us when you pay for expedited shipping they would not load other deliveries onto the truck and we would be prioritized. The initial pickup move started off rocky. They rushed as if they had a deadline to meet and overall had an unpleasant attitude about them. Although we're not paying them to be nice, when we asked questions they either ignored us or rolled their eyes at us. There was also an extremely unprofessional moment when they asked that my husband take a photo and leave a review. My husband said he would, but the guys refused to leave, even after he tipped them, until he did in front of them. He felt coerced to do so based on their tone and refusal to leave until he did so.
Safeway gave us a tracking ID in which we could track the truck's movements. When we started tracking the truck, we began noticing extremely long stretches of time where there was no movement parked. We were attempting to get updates through customer service, but no one was responding to our calls or e-mails. By the day the truck was supposed to deliver, tracking showed that it still hadn't moved. We were finally in touch with a person who told us that our truck would not be delivering on the delivery date they agreed upon in our contract but would arrive 7 days later. We were first told that the reason was because of inclement weather. Note that this reason had no grounding in truth as we confirmed via weather service that there was sunny skies in the area they were parked in. Then they changed their excuse to mandated truck driver rest times, which also didn't hold merit because we told them we confirmed it hadn't moved in 48 hours. Now, since our items did not arrive by the time they said they would, we either had to pay for an additional week at a hotel or move into our home without any of our belongings and buy essential items in order to live. Choosing the lesser expensive of the two, we still had to purchase over $1000 worth of items to support my family being able to live in the new state.
We escalated our issue from customer service to the Operations Manager (OM). The OM then changed the story yet again to saying that the truck needed time to pick up other deliveries. When I asked why there were other deliveries done when we paid for expedited shipping, she gave me no explanation. She then assured me that we would get back the expedited delivery fee we paid. We have yet to receive that. I explained that we had to incur a lot of additional expenses and frustration (keep in mind I have two children that need a place to sleep, one of whom is 1 years old) because of the delay, and the OM told me the company now could offer only $30 a day for our trouble or about $180 (down from the initial $400 being offered). On delivery day, as the delivery was being brought into our home, I watched as they stacked fragile boxes marked “FRAGILE DO NOT STACK”. We have several crushed boxes and storage bins. We have had several glasses, mugs, and a glass pitcher cracked. Additionally, they scraped an expensive credenza with their hand truck, leaving 2 long scrapes along the front of it. The worst part of everything is what's missing. There is a storage tote that has my wedding dress, custom veil, my daughter’s gown, and the lace from my mother’s wedding dress that did not arrive. I have been trying to get a response from the OM on how to proceed with submitting claims for missing items and damages, and have gotten no response.
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Safeway Moving has a clear mission statement. To provide a smart and efficient solution to your moving needs. The owner is a US military veteran who had a vision of developing a system like no other in the moving industry. Our vision serves as the cornerstone of Safeway. To provide the very best and through operation in the moving industry.
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