Customer Reviews
We request reviews from all of our customers regarding the service they received from us. Good or bad, we put them all up here for you to see.
90%
Of clients surveyed said they would use Conroy Removals again89%
Of clients surveyed said they would recommend Conroy Removals to othersWorst experience I have ever had before, I have taken it up with the QLD Branch Manager Shannon OLeary, didnt get anywhere with him so I have escalated it to the director. Awaiting a response.
Many thanks to the Australian team. Well done. Unfortunately your Napier, New Zealand team let you down. Imagine how i felt when they backed in and opened the truck and loe and behold they have a whole pallet from my previous consignment. Wow so annoyed.
Communication was poor. Initial information was that the container was to be delivered to Brisbane. After asking why, a reply came after 2 days: a mistake in the system. Communicatin was minimal, if any. Only some repetitive sms messages from Brisbane, no information from Fremantle. Whatever information about Fremantle was sent, was repetitive as well. Timeline for delivery that I requested, was not given. Out of nowhere came a question whether the container could be delivered the next day which was not convenient. Then there were delays, apparently because of lack of truck cpacity.. I still have no idea of the name of the company that ultimately delivered the contents of the container. There have been damages and I have no idea where to claim.
Utterly poor performance and as far as I am concerned, never again
It's been 3 months still waiting
While I acknowledge an overseas removal is not a straight forward process, and COVID19 tadded o the layers of complexity for this move. While the pre-inspection and re-removal aspect where done professionally I rated the overall customer experience as poor due to the remaining aspects of the removal. The customer service and communication framed the bulk of my disappointment with the removal. I recived to update emails with conflicting information i.e. delivery dates and my reply emails seeking clarification were not answered. Once I was at post overseas I met up with a local Shipping agent from Swires (not the agent your engaged) who offered to find out were the shipment was. Unknown to me he sent an email to your POC request traking information of my shippment. He and I recieved a terse respons saying I have the most current update and provided no further advice. I did not recieve any further correspondance from Conroys until this coustomer satisfaction survey request. The communication supplied to me had conflicting information no traking details was not regularly provided to me. It does not take a lot of time to send a customer a email on a regular basis to let them know that you are traking the progress of the removal or if it is too much effort for you, give the customer the means of traking it themselves. I felt your Company left me in the dark and had no interest in engaging with me.
Other aspect of the removal such as packing and delivery was also poor. I was told that I could not pack any of my removal items and that it had to be done by your team. When I Finally recieved my goods in the Marshall islands and open up my ADF trunk the items inside were lose, not wrapped or packed tightly and had subsequently moved around the trunk. The delivery of the shippment took 10 days from the date the the ship docked in Majuro. The fact is if it was not for my staff, in Majuro, rining around and harrassing CenPac Shipping the removal would have taken much longer to be released. They orignally had know idea where the container was located and when they found it it was in the center of a stack of containers. Once they finally identified the container and got it out from the stack, they had no vehicles to transport it for delivery to me. At his point they said that I could come into the dock and retrieve the removal items myself. I pushed back and said they where to deliver the items and two days later the container arrived. Once the container was opened my staff and I were left to unload it and spent the afternoon unpacking the boxes.
I would not recommend you engage CenPac for future removals in the future.
Dealing with the Brisbane branch was good. Unfortunately that is only half of the job done. Once my items arrived in NZ the service has been shocking. I had no answers as to where my stuff was after 2.5 weeks of it being cleared by customs. It took me chasing it up and being transferred through 4 different people(2 of them were the rudest customer service people I have dealt with) and I finally got told my stuff is still sitting down in Wellington. At least now I know where my stuff is for now.
Good afternoon,
I made a complaint about the professionalism of one of the employees who was apparently sacked as a result. I had a follow up conversation with Dean on Friday 9/10 from the Perth office about some sort of resolution, as what we paid for we didn't get, half our stuff wasn't unpacked nor assembled. The staff member ruined a $5500 tv with the box cutter and was just generally rude. I don't want to deal with the Perth side of the operation, clearly they aren't up to it. I have yet to here back almost 1 week later. I have been left to unpack my house by myself, we have a 4 week old baby, as if moving country and having a new born isn't stressful enough.
Too often I was lied to by staff and kept catching her out on her lies. She told me the reason why my contents had to be split from my vehicle in a 20ft container that I paid for. Was due to me looking the soft-lift lid of the ute. I showed them when I dropped there ute off at the depot how to open the lid and I left it unlocked for them. Than she tried to say after I drove it into the container, they could not fit down the sides to put some of the contents in and that they were concerned they contents would damage the Ute during it's voyage. I told her, I did not park the Ute in the container that was your staff. Therefore my contents were shipped in another shared container, causing an even longer delay and to top it off I received my ute with a flat battery and a alarm that needed to be reset. The same staff member told me on the phone that I should not have turned the alarm on, I explained to her once again, that I did not drive the ute into the container. I felt ripped off that I paid for a service at a high price, and did not receive it.
We moved from Austrlaia to New Zealand with Conroys, and we moved with Conroys internally in the 5 years we lived in NZ.We would not move with you again - and we are moving internationally again in 12 months.
We received 3 removal quotations - one from Crown, one from Allied Pickfords and Conroys for this move. Every quote had a full household inventory and every quote was for 2-3 people for 3 days. Allied Pickfords was actually slightly cheaper but we went with 'the trusted company we knew'. Unfortunately Conroys didn't read the inventory and didn't supply enough staff to complete the job. I had to pack 1/3 of our house in the middle of the night to get the job done. Things were broken. Staff had 'altercations'. We were asked to stop traffic on State Hwy 6! Conroys took an extra day to complete our job and this negatively impacted our house setllement and travel plans. Our clothes were used as 'packing support' and boxes were mislabelled and things are separated. We have had to unpack every single box to find linen, clothes and items. We won't use Conroys again.
I have move items twice using Conroy Removals. The service I have recieved at the Melbourne end is fantastic. Genuinely personal and seemless. The NZ end was extremely frustrating. Requests to accept an excessively expensive freight quote was the response to my multiple requests to multiple people for weight and dims. Calls were not returned when I was advised that they would be. Emails were ignored. I went back to my Melbourne contact (Janelle) who sourced the information I was looking for very swiftly from the same people I was asking. Caroline and Monica were the main contacts in NZ. Both were almost impossible to contact. Others were involved in the end when I made multiple calls for information. I will use Conroy again, but I will request that all dealings are managed through the Melbourne branch.
Lack of responsiveness / poor communication / no transparent communication of fees / lack of exchange with partner company in Europe (not even knowing who he partner was / I had to give contact details of the firm)
call center not replaying during Perth business hours and during the delivery of the goods (questions and concerns could not be raised during delivery phase in the afternoon Perth time which caused wrong service expected)
The initial experience with sales and having a quote done was fantastic. Despite a small hiccough which led to sales being late for the quote, we were happy with the service. Communication leading up to packing day was sometimes very good and sometimes very bad. No phone calls were returned, and only some emails replied to. But if you got through to someone on the phone they were all very helpful. Packing day did not go as promised. We were told we would have multiple packers and uplift would start on the first day. We were then told we would have only one packer, no uplift on the first day. We expressed concern with only one packer and were reassured it would be fine. It was not. The packer came back with help on the second day (the day planned for uplift). Uplift then happened on a third day which we were promised would not be required, and thus had not taken into account when planning leave from work etc. Uplift was quick, the packers and movers on that day were brilliant, and we felt as though our belongings were being taken good care of.
Our goods arrived in New Zealand with a roughly accurate timeframe despite Covid-19. When everything was delivered the packaging on many things had been damaged. Our larger items were being dragged along the ground. Heavy boxes were stacked on top of delicate items like our TV. Packaging had been removed from the weightlifting equipment and stickers placed directly onto the equipment, I don't even know how to get these labels off but they're stuck onto multiple items really well. We were told some items were still being cleared by MPI. We were then told that they were actually already cleared but they had just forgotton to pack them onto the truck. When this second delivery happened they were hours late and didnt care.
We also had a car moved. We were really impressed with the care taken by Sydney when they received the car. However on arrival to New Zealand we could see issues. Conroys was informed that the car would not start, however someone had clearly tried to. Additionally, there is a small scuff mark that was not there before.
Really really disappointed with the lack of care taken with our belongings, and with organisation/honesty with communication. We had had a good experience with Conroys years ago, and can safely say that the quality of care and business has gone downhill since then