Fragile Removals & Storage

If I could give Fragile Removalist’s negative -10000000 stars I would. We moved from Melbourne to Perth and hired Fragile Removalist’s. We got charged an arm and a leg but accepted it due to the lack of options.

I would like to start of by saying that we made full payment on time, every time it was requested.

On the day of collection the Removalist’s decided that some of our already packed boxes weren’t in the box size they preferred and re packed them into their own boxes. (they tried charging us for this and got a refund for it after 4 months, numerous phone calls and emails. Our issues with Fragile started there; but didn’t end there. They also charged us for turning a pool table upside down ( which they had to do anyway) and called it dismantling and assembling. This got refunded also as I made numerous calls and emails.

We hired a full truck because we had a pool table and a motorbike, as well as a 4 bedroom house full of furniture. They were packing items on top of things, and I noticed they had placed a couple of items on top of the motorbike, I told them it would get scratched and they said they would remove it later.

On the day of delivery (5/5) they arrived and said they would deliver the stuff unless we paid and additional $450+ dollars due to stairs. It had to be paid right then on the spot. I paid because I was unaware of the amount of stairs, I had never been to the house and could understand that it was mentioned. However didn’t expect it to cost me so much. Once it was paid for and they started unloading, they started to notice the amount of broken items.

The pool table was demolished into pieces, the bike had paint taken off it and broken back indicators, the washing machine was dented and damaged, the barbecue was broken on one side, the brand new exercise bench had a massive tear in it and multiple other items were broken too.

They left the demolished pool table on the stairs ( that we need to use to get down to the house) and left.

I called and emailed Fragile the same day as we had insurance to cover most of the more expensive items. From the 5/5 until the 14/7 despite my constant emails, calls they hadn’t logged my claim. I provided the form, photos, contacted Fragile numerous times, was ignored, hung up on by the extremely rude male phone operator that directs calls.

Gem took forever to get anything done, never responded when she said she was going too. It took them 2 months and 9 days to lodge my claim. The insurance company finally called and then asked me why it took this long for me to lodge my claim. I had to send them the evidence of me trying to get it done for the last 2 months.

After this I again called Fragile for the refund for the boxes I mentioned earlier, they told me to sign a waiver stating that I wouldn’t leave a bad review and they would return the money. I told them I wasn’t signing it, that they had to return the money because I never authorised them to charge me additionally for the boxes we had already packed to be put into their boxes. They agreed and said I had to wait two weeks for the refund. Called after more than 2 weeks has gone by and was spoken too rudely again, ignored, until I chose a different department and explained my situation. I then got told I had to wait another 2 weeks for the money.

I finally got it. But I thought I would warn anyone thinking of using Fragile Removalist’s.

They don’t care about you once they have your money, the insurance claims you put in you will need to harass them to get anything done to the point you will be mentally drained and nauseous.

We had a broken rotting pool table sit out the front of our house for more than 2 months.

Don’t trust them with your possessions, vehicles, animals, money or your time.

They think they are doing you a favour by finally getting something done after 2-3 months when you have paid them and for their insurance.

Worst company ever!

Move size: 4+ Bedroom Home Service cost: $8000

After our last removal experience we were worried to say the least. We asked friends to recommend a removal company, our neighbor recommended Fragile Removals and so we booked our move with them.
Ashlea at the office took the time to explain the process and gave us a time frame so we can estimate the cost.
The removals went well, the guys were friendly and worked hard. They stopped only for lunch and continued working tirelessly. They even disassembled the beds and put them back together at our new house.
Ashley sent us a feedback form at the end of the move so we can rate the service.
All in all we are very happy with the service and will recommend and use again.

Service cost: $932

- several items missing

- several items are broken

- heavy boxes placed on fragile items

- they chase you for money you already paid

- incompetent and rude customer service

- insurance is non existent with fragile, regardless your payment and documentation

If you don’t value your stuff and would just like to pay d-k heads, this is the company you should choose. If not, stay the hell away. Plenty of honest and trustworthy removals out there.. but not this bunch of crooks

Move size: 4 Bedroom Home Service cost: $7700