Smartmove Removals

We recently moved from Devon to Cumbria and chose Smartmove to do our removals. Right from the start they were supportive and helpful in our move, and hands down way ahead of their competition in terms of pricing. On the day of the move out the team came and introduced themselves and had a walk around to discuss what needed to be done, which was very reassuring. They then worked throughout the day to pack everything into the lorry, I would certainly never want to challenge any of them to a game of Tetris as they .are masters at loading things safely and securely into their lorry.

Then on the on the day of the move in they again did a walk round with us discussing everything, then set to work. They worked tirelessly and unloaded everything into it's correct room, if they were unsure they checked with us (rather than just presume).

I am so glad that we chose Smartmove that I have no hesitation recommending them, and I have already done so to a friend.

Move size: 3 Bedroom Home Service cost: £2880

Where to start with the frustrations and disappointments having used this company.. I guess the most useful thing I could warn anybody of is, they break stuff. Unfortunately you tend to only fully discover the extent of this as you unpack. Having paid already they aren't interested and won't respond to communications, forget an insurance claim. The guys that do the actual work are all very polite and helpful. The folk that hide in the office are neither. The good price that draws you in is a false economy; be warned!

Service cost: £1050

They quoted for 3 vans. They sent 2. At 1pm the men pointed at the remainder of our stuff in our front garden and asked us to take it in our own cars. Matthew, the owner, later said they would have sent another van if we'd asked. The new owners were arriving that minute. This would have been awkward and caused delays.

They left all their unused boxes and a huge roll of bubble wrap in the front garden.

They didn't wrap furniture - it got scratched or broken.

They didn't secure items in the van - a bunk bed fell and broke. They don't wrap sofas or mattresses - they got grubby and stained.

They didn't wrap items in boxes - picture frames and lamps got chipped, marked and scratched.

They went to the wrong house. They'd guessed the house name on my invoice. I'd corrected Matthew and Justine, but they didn't tell the removals team. The men wasted over an hour at the wrong address.

They were initially "very embarrassed" and agreed to refund the packing cost of £350. I argued they should refund more for only sending 2 of the 3 vans I needed and for damaging large items, not only the items in boxes. They refused.

They didn't refund the VAT on the packing cost. I asked why they would keep the VAT on a service I was essentially no longer paying for. They agreed to refund SOME of the VAT, but then sent a 'legal' letter saying they would only give me the £35 if I signed a letter which threatened legal action if I ever reviewed them online.

I understand that they accept all jobs requested and then recruit men from driver agencies to fulfil demand. So you might get experienced movers. Or you might not.

My opinion: unbelievable.

Service cost: £1600

I don't normally write a lot of reviews but I was disheartened to see negative reviews for Smartmove have been added so I wanted to share my experience which was great. We didn't get the keys to our new place until late and Smartmove accommodated this and worked late to ensure we were all settled in. The team were energetic and a great bunch even after a busy day. They made sure everything was wrapped proffesionally and we had no breakages. The team made me check the kettle and the important bits were in the front of the van (prob so I could make them a cuppa when we arrived but it was needed!!) - I have no doubt about recommending Smartmove. Matt and Justine made sure we were looked after at a very stressful time. Thank you.

Service cost: £400

The Smartmove team were only ever friendly and professional and we thank them for helping minimise the stress of move day.

The initial interaction to obtain a quote was easy and follow on conversations with Matt and Justine were great.

A part load the previous day was arranged which was a good idea and Jay and his team did this with a breeze. Simon and Tom on move day were so helpful and understanding (even with planning it can be a stressful day) and I have to say i was amazed at how hard they worked. When all was done i realised very clearly how good the service was - so highly recommend.

Move size: 2 Bedroom Home Service cost: £650

We enlisted Smartmove to help move my elderly grandmother into supported housing, and could not be happier! After enquiring at fairly short notice, Smartmove were able to accommodate the move on a weekday morning which fitted our plans perfectly. Justine was fabulous to deal with from the moment we made contact in arranging all of the logistics, and put us all totally at ease. On the morning of the move I received a call confirming the arrival time (which was spot on), and everything ran to schedule. Special thanks to our removal team on the day - Jonny & George - who were total superstars on the day. Thank you so much to all of you!!

Move size: 1 Bedroom Flat Service cost: £250

A fantastic experience from start to finish.

The initial quote Matt kept me well informed of what was involved and set expectations early so we didn't have any surprises - everything from which furniture needed and could be disassembled to how best to transport a motorcycle.

On removals day the team were excellent, reviewing every item of furniture and highlighting any damage prior to moving.

The truck was packed with thought put into the end location to make unloading easier and the team were polite and courteous to my family and kept their distance from (empty) portions of the house to maintain covid distancing from my children.

As planned the following day (it was a long distance move) the truck arrived within 15 min of expected and again the team worked tirelessly whilst being courteous to our new home.

They happily placed heavy furniture into desired locations and offered to move as required.

Move size: 3 Bedroom Home Service cost: £2330