Removal People

Having got five quotes from different removal companies for our house move last November, we decided to use Removal People for their promise of two large vans and six people on site. Price-wise they were the second most expensive, but we wanted efficient and professional, not cheap. We were told we would have a 9am start. Here’s what happened:

• Van 1 arrived at 10:30 (1.5 hours late) with 3 guys who deserve the star from this review as they were friendly, polite, and got on with moving furniture.

• Van 2 arrived 13:30 (4.5 hours late) with only a courier driver.

• We finally left at 14:00 - the crew boss was unaware that our move involved a 2.5 hour drive.

• Because of the delays I arrived at new house at 16:30 and started unloading the courier van as driver was reluctant to lift anything (although we’d paid R.P. for 6 people to do this for us).

• Van 1 arrived at 17:00 with the original 3 crew, and shortly after two further crew who were there for an hour to complete the unloading (no offer of reimbursement having paid for 6 people for the entire day)

• Whilst loading into our new house two drawers from a chest-of-drawers were dropped and smashed by a member of the R.P. team, but accidents happen and the crew boss promised to replace them and get them delivered to us.

Eight weeks later, we still haven’t got the replacement Ikea drawers despite getting a message from the owner (Ray Ahmad) that they would be ordered, and confirmation from our office contact (James) that they’d arrived at R.P.’s offices and would be couriered (early December).

The single most frustrating thing about the whole experience is their complete lack of customer service and communication. They don’t answer their phones. They respond to voicemail with a text message. They don’t call you when they promised they would. A simple and honest conversation is all that’s needed and, surely, as a paying customer we’re entitled that. Ultimately, Removal People didn’t deliver what they promised, they broke a chest of drawers and we haven’t had any refund, or replacements.

The worst bit is – they’re completely UNREGULATED, so we can’t take any further action with the relevant ombudsman. We’re chalking it up to experience about what NOT to do next time we move.

If you’re looking for a reliable removal company then I highly recommend looking elsewhere and finding a reputable firm that’s registered with the British Association of Removers (BAR) or The Furniture & Home Improvement Ombudsman (FHIO).

Move size: 4 Bedroom Home Service cost: £1200