Backloads / Bad service
My daughter found ‘Backloads Removalists’ on the internet three weeks ago and was attracted by the comments on the website of "hassle free delivery" and low price so she booked on line for 5.6 cub m. to be picked up from our home on the Gold Coast and taken to Sydney. On line it asks for a date range, which she gave as Monday 23 Feb - Thursday 26 Feb as she was moving on Friday 27 Feb. She was contacted to say that the goods would be picked up on Monday morning 23 Feb and that money would be taken from my account when the goods had been picked up.
We were told they would pick up our boxes between 12 and 1 pm but they didn’t arrive until 9 pm only to say that they couldn't fit our boxes in, as they had an emergency pick-up on the way, even though our capacity size was less than our stated amount. The driver said another truck would be coming through on Tuesday and he would tell the office to make sure our boxes were on that truck. Even though they had not picked up our goods, they took the money out of our bank account on the Monday which meant we were in no position to find another removalist in case we couldn’t get our money back.
The truck did not come until Friday afternoon to pick up our goods despite numerous calls to them and false promises throughout the week. We were told that the boxes would arrive on Sunday morning. I rang the office again to say that this was unacceptable as my husband and daughter were driving down to Sydney to move in on Friday and I was flying down Saturday especially to help her unpack the boxes. I had the unfortunate experience to be put through to the operations manager who was the rudest man I've ever encountered in business. He has no customer service skills and even told me I was "stupid" to book a flight when I didn't know when I was getting the goods. At this stage I thought the whole operation must have been a scam, as surely no-one moves on the date a removalist tells them they can, you book the removalist to suit the day you are moving. There was no apology or even reasonable explanation as to why my daughter's boxes were not in Sydney by the due date throughout the ordeal. He told me that he didn’t have to do anything about it because the conditions read that the goods are guaranteed to be delivered up to 3 days after pick up. I reminded him that the pick up day was supposed to be Monday not Friday so surely that rule did not apply as it was the company's fault that they weren't picked up. He said that it didn't matter whose fault it was the rule still applied and without giving me any assurance that the boxes would be delivered, hung up on me. The boxes arrived the following Tuesday afternoon, one week after they were supposed to be delivered and 4 days after pick up (so much for their guarantee) causing undue stress, financial loss and wasted time. I emailed the General Manager to put in my complaint but have had no reply. Besides a couple of staff members, everyone else has been rude, inefficient and evasive.
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