House Removals London

The reality is that in the service industry which is governed by all kinds of variables, sometimes things happen. We could not help that a team member was unwell and had to go home, there has been quite a bad virus circulating since December, this is out of our control. To remedy this lateness we sent an additional team member to assist at no charge to the client and they worked hard and professionally, the client was kept fully informed throughout and has stated that the team did a great job, this is after all our job and main aim. The next day the team arrived as stated on time and we had not "over booked" as stated by the client,we had in fact booked this move as a smaller requirement and the allocations were set to accommodate much larger moves with the larger capacity trucks, once this was realised the client was offered the second run for free to accommodate this error on our part as a bid to ensure he received the best possible service at the least inconvenience. We are very good at what we do and our ultimate aim is client satisfaction along with a professional, diligent and courteous service. The client was happy with the team and their services and our remedy as to a free packer on day one and a second run for free on day two should illustrate our complete commitment to customer service. I apologised personally to the client and made the offer whereby he would actually receive more for his money. The client at no time paid any additional charges for the second run which added 40 minutes to the process. I am sorry that the client feels hesitant to recommend our company and was left disappointed as our reviews are exceptional in the majority of cases based on service and value for money and once again our well trained staff delivered well and as agreed. Often it is not that things happen but rather what you do about it that should count in this industry and I feel in this instance we did our utmost to ensure a professional service during this move. Helen

The client booked the move 2 days before and understood that having booked at the last minute that we could not offer the earlier time slot of between 12-2pm. The client was offered this a week prior but failed to make the booking at that time. In the meantime, the earlier afternoon slots had been taken and we took the booking on this understanding. We are governed by morning moves and their completion and this is fully explained to all late afternoon clients prior to bookings being taken.The client was well aware of the impact caused by a late booking, which if you are flexible with timing is great as excess does not occur due to late completion, however if you have a stringent timetable or a vacant on possession deadline (which most Saturday and Sunday clients do not have), then morning moves are advised. We had informed her throughout and that this should be considered , We do not enjoy the stress felt by clients awaiting their teams and rather than accept late bookings we usually advise against them in terms of timing unless you are flexible. We offer estimated guideline timings of arrival with late afternoon moves and I am happy the team were efficient in the delivery of their services.

We have broken a chair leg in a recent move and had it expertly and professionally repaired at our expense so I imagine this alias is this client. We delivered it to the repairers and back to the client at 0730 hours in the morning to fit within their schedule it did not take many emails/calls this is not our way. As it is so very unusual for any damage of any nature to occur on our moves we offered the client the opportunity to seek their own repair which we would be happy to pay for as they did not want to source this themselves. I am very pleased that this was handled well in all respects and that the 4 stars reflect this and apologise for any inconvenience the armchair repair may have caused this client as we sourced the best company possible to effect this repair and at our cost obviously as well as the transportation of the armchair. The armchair is as good as new, the team are as brilliant as ever and the issue was dealt with effectively and to an amicable conclusion.