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 others"I feel things could of been communicated better"
"Amazing experiences"
This was our second time using conroy to ship our things to nz. Amazing experiences and 5 star communication..thank you again
"the service was acceptable"
Although overall the service was acceptable, communication was quite poor. We were not contacted when advised we would be, had to chase on several occasions, waited in all afternoon and evening and no one turned up with no cummincation. The gentleman who delivered our items was professional. Our items were also delivered in two separate visits as they forgot to collect the items that were checked by quarantine. The UK service standard however, was extremely high with quick, professional communciation and took the hassle out of moving our items.
My shipment arrived stinky
My shipment arrived with a strong smell of cigarrettes permeating everything as well as a musty-moldy odour. I have had to launder the clothing up to three times to remove the smell and several items of soft furnishings and bedding could not be salvaged and had to be discarded. As a non smoker, I find the smell particularly offensive and am concerned how such a strong smell could have permeated my shipment. I will also be advising the movers contracted at point of origin, Ellis Moving and Storage, to inform them of the condition of my shipment upon arrival.
Sincerely,
Zina Richardson
3 Stars
When organising the move I specified a time of 1:30pm. This time was confirmed again days before the move. The movers arrived a bit after 11am, there was no phone call to warn me they would be early. I raced home from work. The reason I specified 1:30pm is that the building management is strict, no moves over lunch. They cut us a break and let us start at 1pm however it meant the movers and I had to sit around and do nothing for an hour.
Lacking communication
Megan: her responses were as and when she saw fit, it’s best to reply and apologise if you don’t know the answer, rather than not reply for days or at all. Your customers are often shipping their lives over and it’s a stressful process, being generally more forthcoming with support and responses is the professional and decent thing to do.
Jenna: her responses were very helpful and forthcoming with offers to help and provide support when needed.
Michael: read what emails say and answer what the customer asked you, it isn’t difficult.
Removers (Mike and Mark): two great chaps, quick and efficient and were both very cheery and brought a positive atmosphere into the apartment.
Overall: the contact and support for customers seems to lack, email etiquette is lacking especially where it is probably the same questions they’d get ‘day in, day out’ - unfortunately, the move is not about them and their job, it’s about the customer who is having their possessions moved. More so with international removals.
Mike, Mark and Jenna are the reason you got three.
3 Stars
Delivery people at destination (NZ) were great, unfortunately the collection guys in Melbourne were not. Failed to pack several items onsite (subsequently broken) and damaged our sideboard. Have only unpacked a few items so far and most damaged in some way.
Some improvement required
We've used Conroys previouly, in which we couldn't fault. Howerver while the processing / admin was faultless, we were a little supprised out how some of the packing was done. Examples of this were:
- smashed glass display cabinet;
- the way some og the ornaments were wrapped, i would consider more than good luck , rather than good wrapping practice that they made over in one piece
- and lastly that a box was misplaced on the day of the delivery was a little disconcerning.
The feedback has been given to offer up as constructive feedback to allow Conroy's evaluate they're service.
All but the crew were helpful
At first Conroy removals were very friendly and helpful. The communication and service were great. But the crew was not in the mood to help us at all. They were in a hurry to leave and I found boxes that were marked "fragile" ander boxes containing tools. We were left with loads and loads of packaging materials, just because the crew was in a hurry. They spend most of the time smoking next to the truck. If the crew were as helpful and pleasant as the rest of the Conroy team I would reccomend them.
3 Stars
3 Stars
3 Stars
Please note my response relates to our particular situation regarding Duty and Tax paid in the UK.
The quality of the Australian collection, packaging and UK delivery services were very good. I would note that our first collection courier in Sydney did not arrive at the time agreed, as Conroys used a local sub-contractor who 'went AWOL' during the day and did not arrive as required. A replacement collection was quickly arranged so I have no issues over all with this side of the service.
However, in our position as Australians who were already UK residents, we were not able to claim a Duty or VAT exemption and were charged taxes equivalent to 33% of the total depreciated value of the goods shipped. If we had known this prior to departure, I would not have arranged the expensive shipping and had to pay the subsequent tax.
When arranging the quote for the shipping, we were provide the UK government website which stated that as we have not lived in Australia for the 12months prior to our shipping to the UK, we would not be exempt from UK Taxes. We already live in the UK and we back in Australia to send over some personal items.
My criticism of the management in our situation is that when arranging the shipment from Australia, I enquired how much Duty / TAX I may be charged when arriving in the UK and Conroys were not able to provide this information. After an initial discussion where I was advised that as an Australian moving personal affects to the UK, I 'should' be exempt from taxes, when I later confirmed on the UK government website we were not exempt it was not possible to obtain an estimate of the extra fees.
I understand that I should have been better informed myself, but having not done this shipping before I was in the dark on the tax expenses involved coming back to the UK.
I would recommend that you develop a guideline warning statement for customers in my situation, when you are not exempt from taxes, to explain that shipping of standard household goods to the UK will be charged approx 25-35% in taxes of the total depreciated value.
I have been provided with the tax calculation spreadsheet from the UK side courier (based in Liverpool), so they can advise you how to calculate this and better inform your customers in future.
Lee was great when he came to quote us and answer questions regarding our move, however , we had to take our quad bike to the depot separately which was an hour from our house. The drop off day and time was arranged, only to find no one at the depot when we got there. After making phone calls someone met us there to make drop off.
The packer we had on the first day was fantastic and so efficient . Second day we had 3 blokes who turned up at nearly 11 due to a truck break down. We ended up leaving them to finish packing and were meant to get a call when they were done. Which didn't happen. The next day which was settlement, we found our garage full of boxes and many things not even packed.
I feel things could of been communicated better. They were not majors..but at an already stressful time. It really didn't help.