Removers and Storers Ltd

To start with only 1 man turned up. No introduction from him. He was on the phone to his colleague who eventually turned up over an hour later. The van was loaded fairly quickly. Then they couldn't get a wardrobe downstairs despite the man who gave the quote saying they'd just take the doors off. I had to partially dismantle the wardrobe. Then a second wardrobe wouldn't go down the stairs so the removal man just stood and shrugged his shoulders. I had to dismantle the second wardrobe completely.
Then when we got to the new house the previous tenant was still loading her van. As I explained to the salesman who gave the quote, this was a mutual exchange so there may be delays.
Upon arrival I told the removal men that there was a delay. I was told I'd have to pay extra, even though I wasn't made aware of any time limitations on the removal. They unloaded the van. Leaving my bikes out in the rain. I was told to put a cross on top of all essential boxes so that I could unload these boxes first. These boxes were totally ignored as being essential, and other boxes were stacked upon them.
My washing machine wasn't reconnected as promised.
To top it all off, upon reading the original quote the salesman had made the comment on the paperwork regarding the fact that on the day he came it was a school day and he questioned why my children weren't at school!!
Completely irrelevant comment and quite frankly none of his business. All in all not a good experience with this company. WOULD NOT RECOMMEND DESPITE SOME GOOD REVIEWS. I can only assume that because it was a Saturday the professional staff were otherwise engaged.

Service cost: £795

In January 4 companies provided quotes to remove the contents of our 3-bedroomed house in Welwyn Garden City into storage and then out again later. As part of this process, the estimator from Removal and Storers made an apparently thorough examination of the house contents including the loft. We chose the company because of their apparent professionalism and competitive cost, agreeing £550 for removal into storage with a further £550 to return the belongings.
To our surprise, only 2 men arrived to do the work on removal day and soon told us that the number of boxes we had would not fit on the lorry they have brought! Head office told them to cram as much on as they could regardless.
With much of the day gone, in desperation, we began to lend a hand too. By 3.30pm the filled lorry departed for storage, leaving behind some shed/ garden contents and all the garage furniture. Nonetheless, R & S attempted to bill us, promising that another lorry would retrieve the remaining material by 5pm. This did not then happen until the following morning, but we paid them the full amount anyway, despite the obvious inconvenience that has been caused. Our belongings were put into storage for approximately 3 months.

We informed R and S well in advance of our final removal date (from storage into our new home) and asked them to send at least 4 men to unload. By lunchtime on the day, a large R & M lorry was ready to unload at the new house. Unfortunately less than a third of our contents were aboard and this did not include the bedding!
The company told us that the rest of our furniture was in a container stored elsewhere (in facilities owned by another company) which couldn’t be accessed for a further 2 days. 2 days later the rest of the contents finally arrived at 3.30pm and 3 men began to unload, with a further 2 men arriving later.
With about two thirds of the furniture and boxes unloaded at around 4.45 pm, we were asked to call the office to make the payment of £550 by card for the final amount. (It was clear that the man in charge at our end had been told to ensure payment was received before the unloading had been completed). This was despite previously agreeing with the office that we could pay by bank transfer following the move, which we had done promptly and in full for the initial move into storage on 31st March and for each of the months of storage.
At this point we indicated that we were unwilling to pay the full amount of £550 for the final move due to the severe inconvenience and delays we had experienced. We were put on the phone to the director, and told him we believed that based on the extremely poor service provided both on the move into storage and the delayed removal out of storage, a reduced fee of £250 was justified. The director, who did however agree that some sort of discount was in order, refused this. He demanded that we should pay £350. When we indicated that we wouldn’t agree to this, the removal crew were instructed by him not to unload any more of our boxes. Even worse, at least one piece of furniture that had already been unloaded was put back into the lorry, wasting further valuable time.
We then attempted to reach a compromise by offering to pay £300, but this too was refused, and we were told that our remaining belongings would be taken back to the depot until we settled for £350. THIS BEHAVIOR, AS WELL AS BEING HIGHLY UNPROFESSIONAL AND UNETHICAL, WAS IN OUR OPINION NOTHING SHORT OF BULLYING AND BLACKMAIL. To take this kind of action part of the way through the unloading on an already lengthily delayed delivery added unnecessarily to the huge amount of stress that the move had already caused us. Given the situation, at around 5.30 pm, we felt that we had no option but to pay the amount demanded, after which the rest of our furniture and boxes were unloaded.
We would like to stress that the removal men themselves, especially on the move out of storage, were hard working, polite and did their best to deal with a difficult situation.
In summary, the blame for the problems we experienced with Removers and Storers can be attributed to the surveyor not properly estimating the quantity of our belongings, poor organization around the storage at the end of March resulting in our belongings being sent to a depot owned by a third party company (which we weren’t told about), lack of reasonable planning in getting our container out of storage (they had two weeks’ notice) and aggressive and unreasonable behaviour from the director in dealing with our wholly understandable request for a price reduction given the poor overall service.
We strongly advise anyone who is looking for a reliable removal company – do not touch Removers and Storers with a bargepole!!

Service cost: £900

Very pleased with the service provided.

The estimator was polite and efficient.

We didn't make it easy for them, with loads of odd bits not packed away in boxes and a long journey too. The guys were very efficient, polite and good-humoured despite the difficult and time-consuming job.

The estimate of vans required was very accurate and the cost was competitive. They called the day before to check all was well.

Thank you!

Service cost: £1500

Extremely late, rude, walked dog mess all over house. Inexperienced staff (first day on the job) wrong lorry, did not cover my items or strap them as promised. Did not take care of my clothes, ruined most of them and £4000 worth of furniture is damaged and some items were stolen. They are not interested in dealing with my complaint, not even one phone call to apologise. I have reported this to the police as a crime and they are looking into the stolen items. Blamed me for everything as I left the property 10 mins early WITH their permission. Shocking experience, awful service.

Service cost: £650

The communication before the move was fantastic, and on the day it started well, but..
When they had loaded the last van we found broken items hidden in the hedge by the side of the road. When we challenged the men they denied any knowledge.
When reassembling some furniture instead of telling us up front about the extensive damage they caused, they chose to hide it from us - cleverly it has to be said - but still the dishonesty hurts.
In fairness some of the men were very polite, if you are lucky enough to get the full time permanent ones, we were unlucky with casual labour (not uniformed) and it would seem he was the issue.
Reported to the company, with photos and nearly two weeks later we are still awaiting a response beyond the 'we'll be in touch in a few days'.

Service cost: £960

I am unable to recommend this company. We read several reviews, but hadn't placed much weight on most of them being from 2015, I wish we had. It appears something has happened to their service and not in a good way. Our agreement, for which we were happy to pay a premium, turned out to be worthless and Removers and Storers say they are not obliged to provide the materials which their surveyor had asked us to pay extra for. Tv's, sofa's, mattresses were not covered as agreed. Clothes were not placed in the 'special' sturdy cardboard hanging wardrobes that had been promised. The 0830 start time for 5 men on day two became a 10am start for 3 men. This meant the pack over-ran and the new buyers were waiting outside as our beloved possessions were hurriedly tossed into the back of the truck. The surveyor said R&S prided themselves on going the extra mile, such as marking all boxes so they'd be placed in the correct rooms at the other end. 'How great!' we thought, it didn't happen, they didn't have a pen. Instead boxes were dumped in the first room they came to at the new house or, as we found later, hidden under a sheet at the back of the garage. Remedy for this farce has not been a strong point either. If the surveyor had told us what service we would actually receive, we would have gone elsewhere of negotiated a far better price. As 100% of the invoice has to be paid upfront, getting a refund for a breach of the agreement has been tough. We are now having to spend even more time communicating through the Consumer Ombudsman. There are plenty of other companies, I would advise you use one of them.

Service cost: £3142

To start on a positive note, the service from the admin side was very good, and the surveyor very thorough and helpful. Also we could not confirm the move until the last minute (just the day before the move) so the company had to hire in two vans, at extra cost to ourselves, in order to fulfill the move. From there things began to go downhill. they arrived half an hour early, Craig, Scott and Lee. Everything was done in such a rush, and they were all finished by 11:30. There was then a long wait, until 3pm, before access could be gained at the other end, a distance of no more than 5 miles. The unload again was done in a terrible rush; we could not keep up with them to check where things were put, and nothing was placed tidily, but in most cases thrown in a heap. Since the move we have discovered quite a few breakages - mostly minor but very annoying. The only evidence that they were here is a scrappy little receipt given to us and the end of the move. Definitely not recommended.

Service cost: £860

DO NOT USE THIS SO CALLED COMPANY. Van was not big enough, ended up having to do five trips in a people carrier to get the last of my stuff to my new home. Got told to F**k off by the driver who later tried to intimidate me and told me I'd see later.
I had two damaged door frames, a broken mirror. I tried to deal with the company on many occasions to no avail I even spoke to the owner Mr Jason Bedding who was rude, tried to call me a liar. I did in the end get an email offering me £150.00 but I'm still waiting, having to involve a moving body called Move Assured to try and pursue what's owing to me. Do not engage with this company, there are much better cheaper ones around. My move was mid October 2016.

Service cost: £1150

I had a rather complicated move as there was a gap between moving out and moving in. Most of the gear in my son's flat went into storage while some of it was put in my garage. The new flat was smaller and could not take all the furniture. For the move into the new flat everything in storage went except the washing machine which came to my house. There was no washing m/c when I viewed the flat but there was one when my son moved in [not so happy with the estate agents btw]. Despite all this the removal guys did everything I asked with efficiency & good humour. Would unconditionally recommend them. PS I picked Canterbury from the choices as they didn't have Faversham.

Service cost: £912

I have had an awful experience using Removers & Storers Ltd for our house move. Their unprofessional and careless staff members damaged my leather bed (there is a deep gash and large scratch on the leather footboard), they damaged 5 plastic storage crates (even though I had told them to handle them with care), they left tea and coffee stains and ripped some of my clothing storage bags. I have reached a deadlock with them regarding compensation so I will be handing this matter to Which? Trusted Traders Ombudsman service. After reading several negative customer reviews on various websites, I will also be contacting Which? Trusted Traders to ask them to review Removers & Storers Ltd's membership with them.

Service cost: £750

We had very bad experience with removers & storers Ltd
We paid for full pack and to dismantle and re- assemble items
Both of these services wasn't carried out and when our belongings were delivered to our new address that's when all the chaos started.
Has the lorry was being onloaded we realised lots of damaged items 1 of the chaps unloading the lorry tried to re- assemble a wardrobe but didn't have the right tools and totally ruined it and left it outside all damaged and I had to end up taking it down to the local tip has it was no use to any one
I have been in dispute with them for 8 weeks now over compensation but still no joy at the moment but will not let this go until they compensate us for our nightmare move with them.

Service cost: £1700

The lads worked really hard / drove over 300miles after early start unloaded / put stuff together again and did their 300 mile journey back . All boxes and packing items arrived on time so I could befully organised for the day . Only blip was a dispute on the day I was under the impression it was a two day move due to distance involved packed up
My house early morning . Needed to get this blip rectified which was rectified the lads drive the distance the next day .. with obvious extra costs incurred to myself .I would use this company again but would make sure I check and double check the details .

Service cost: £1800

I moved a week before Christmas and had a great experience with this company.
Someone came out within days of contacting them to do the survey which was very professional. This was followed up with a quote follow up and also a confirmation email of fixed removal date.
It was clarified right from the beginning what my quote includes so I knew boxes etc were extra.
Even when I called the office to clarify a few more points , the staff were very friendly and helpful.
Removal guys came right on time and were very professional, I got 3 guys though I was told 2 would come. I was extremely impressed with all three.
They took great care dismantling mums furniture which had been customised since her stroke so could now not go through the front door and they reassembled everything back at the new house ( this wasn't included in my quote as I hadn't realised the chairs wouldn't go through the front door anymore).
They put each box in the appropriate room and even did two trips to make sure we got mums stuff over to the new house to start settling her in while they went back for all the other furniture.
The removal took a lot longer than estimated due to the difficulty dismantling mums furniture . The removal men never stopped and never grumbled they just cracked on until I insisted on a coffee break.
The carpets in the new house were well covered with rugs so nothing got dirty, nothing got broken and nothing got damaged despite the very odd corners in the house.
We can't thank the removal guys enough for taking the stress out of what could have been a nightmare day.
From Mum and I - a big thank you.
God bless.

Service cost: £510

The initial gentleman who visited and gave us a quote was very personable and reassuring. They removers were quick, very strong and loading the van was an art form they had perfected.
They emptied really quickly and I would suggest (with hindsight only) that if you put most of your boxes in one room them that instead of filling from back to front that you fill as a U Shape along each wall so you can reach all the boxes more easily. That is no reflection on the removers, just an after thought.
I definitely recommend them and competitively priced. Thank you Removers and Stores Ltd.

Service cost: £845

Extremely disappointed with the quality of the service received. Would never recommend them.Initial consultation excellent but not the follow through. Guys decided to unload same day rather than over 2 days as agreed, and they hid a lot of boxes in the garage rather than bring them up to the house. Our Welsh Dresser was badly damaged, photos taken by driver, photos submitted by us several times, letters and emails. 11th April asked for either dresser issue to be sorted or at least refund the insurance if they are not going to sort the problem, claim form promised but never arrives. This has been going on since 8th March, so we are very frustrated and angry at the way we have been treated. Were not the cheapest quote, pretty middle of the road.

Service cost: £2053

Extremeley impressed with Removers & Storers. I had an exceptional service from them and would not hesitate in using them again or recommending them to anyone! There whole service is second to none. They send a surveyor round to your property, so they can estimate your job, and give you an accurate quote. This was all very professional. They then have a lovely bunch of office staff, everyone in sales, customer services and transport were so personable and very helpful. The move its self was so stress free, they done a full pack which was done with such care, yet so efficiently and the removal men on the day could not do enough for you! They're not the cheapest nor the most expensive company, but definitely worth every penny! Thank you so much everyone at Removers & Storers!

Service cost: £1800

We were delighted with the service we received from all the team at Removers and Storers Ltd from the initial inspection of our house, a review of the service we required including our quote, the packing service and the actual move on the day. Everything ran like clockwork and the removal team were punctual, hardworking, efficient and extremely polite and helpful. Everything you hope for and want on what can be a very stressful day. I will happily recommend them to my friends and use them again in the future.

Service cost: £1100

I booked the above company well in advance of my planned move (31st March 2016). After initial fumbles of the sales guy getting quotes wrong, which should have been a warning sign..I got email confirmation of the booking on the day the van did not arrive and neither did I get any communication from them until I made a call at 9.30 to be told that they had no van for my move.the one that was booked had been an accident the night before ( no one thought to inform me of that). I asked them to remedy the matter after calling them several times in the process. The transport manager was not helpful and suggested he could move me the next day. No contingency plans or replacement was forthcoming. I was left very distressed and had to try to arrange removal myself. With aid of friends and family and sheer tenacity I managed to get another removal company ( very late in the day).
How can a company do this and not take responsibility for causing such stress.?.
Would definitely not recommend them..be aware.

Service cost: £600

We booked this removal company in advance for a removal from a large three bedroom flat to the house. The company carried out a survey of our property beforehand and based their quote on all the items in our flat. We were advised during this visit that our beds and sofa would be dismantled, sofas covered, all breakables including wall hangings would be protected. All our clothes were listed as being packed on clothing rails.

On the day, one person arrived to pack a 3 bedroom flat. The packing was poor, worst example being a toilet brush being placed in the same box as two iPads. The beds and sofas were not dismantled as clearly stated on our inventory. Our clothes were packed into boxes, and none of our pictures or ornaments were protected in any way.

The removal van provided was an unbranded white van that was nowhere near big enough for our items - this resulted in a second van having to be sent 8 hours into the move and us having to use our own personal vehicles to transport items, including our dining table. We also dismantled the bed and sofas ourselves and assisted the two removal men for two hours to get the job done.

We have since tried to raise our complaints directly with the company, they have been selective with their responses, and have blamed this farcical move on a "lack of communication" They have now stopped responding to our emails and appear to accept no responsibility for their poor service.

We paid in good faith and received a sub standard service, which has been made all the worse by the lack of aftercare and instead of accepting responsibility for their shortcomings, are trying to blame us.

No matter how nice this company appear, once you have paid your money, they have no interest in you as the customer and will cut every corner possible to get the job done.

Service cost: £875

Removers and Storers were not the cheapest quote yet they seemed the most professional. I asked for specialist dismantling and re-assembly service as well as a full pack as I am disabled. One packer was excellent - the other not so. Both items were re-assembled wrongly with the bed being left in a dangerous condition. Antique furniture has been scratched, gouged and broken and some items went mysteriously missing. On informing company of damages I was immediately passed to their insurance company, Removal Claims, who have spent the last two months trying to wheedle out of every pound required to restore goods and furniture to the level it was at prior to the move. Although on time and friendly I'm afraid this does not compensate for the damage, frustration and stress caused by their actions. Removal Claims have offered me just over half what it will cost to restore everything and that is with them insisting on a second quote for the antique furniture restoration and, of course, taken the lowest on offer. I would, NOT, recommend this company to anyone.

Service cost: £1300