Furniture Removalist Services

WARNING! THESE PEOPLE ARE EXTORTIONISTS AND CONMEN!

We used FRS to move a 2 bed apartment from Neutral Bay to Alexandria in Sydney. For anyone not familiar with Sydney these suburbs are only 10.5km apart. 25 min journey by car. The job took 7.5 hours (9am-4.30pm) which is an unreasonable amount of time to move a 2 bedder within the same city.

The two removalists they sent, one by the name of Michael and another younger guy (refused to give us his name), took as long as they could to load and unload the truck. 3 hours at Neutral Bay and a further 3 hours unloading including disappearing for an hour with little explanation.

The driver, Michael, said he was charging me for 9 hours when only 7 hours had passed when they were finally finished. When I disputed being overcharged he said he was leaving with my 4k TV. He also refused to deduct the $100 deposit already paid.

They had deliberately held off unloading the most expensive item we had in order to use it to as threat to force us to pay. He got angry very quickly and immediately refused to explain to how he arrived at 9 hours. He kept telling us to call the police and said he was leaving with our TV and we can get it back later. I told him this is blackmail and extortion. He claimed to not know what the word 'blackmail' meant.

This lead to a stand-off outside the back of his truck where we found it was completely empty except for the TV. He deliberately blocked our access when we tried to retrieve it.

In addition to the threat of taking property which didn't belong to him (known as theft in Common Law) he refused to negotiate the price. He behaved in an aggressive and insulting way towards my girlfriend because she took a photo of his number plate as well as swearing at us.

The only thing that changed the situation was his colleague tripping up and dropping our wardrobe on the concrete smashing the doors and drawers to pieces right in front of us. This destroyed what little credibility they had left and Michael agreed to knock $90 off the cost.

Knowing that we would never get our TV back I agreed to pay $650 for a 7 hour period to simply move a 2 bed apartment. I'm very angry that we fell victim to extortion from this unscrupulous company. In the end I paid $750 if you include the $100 deposit.

Along with threatening to seize our property they also damaged 3 items of furniture and broke some wine glasses (see attached photos).

They deliberately packed and unloaded the truck as slowly as possible to prolong the time the job took and they disappeared for an hour whilst driving from the old address to the new one. It only took us 30mins via Uber to reach the new address. They provided no explanation other than blaming it on traffic. We suspect they went for lunch (not part of their Ts & Cs) while we chose not to get any food out of respect.

This was the worst moving experience we've ever had. Their guys threatened us, worked as slowly as possible, were hostile from the start and became very rude asides from the threat when we objected to being overcharged.

I have since written numerous complaints to FRS requesting a refund for the damages and the conduct of their movers. I am yet to receive any response. I even tried calling them and spoke to a lady called Stacey who told me my complaint had been referred to "management". As a week has already passed I've submitted a complaint to Fair Trading NSW and currently waiting for the outcome of their investigation. I highly doubt they will cooperate with Fair Trading so pursuing legal action may be the only option to get my money back.

I strongly advise against anyone using this company. They are scammers and conmen. I've never before been threatened in my own home until now. This is not the way business should be conducted in a country like Australia. I'm very surprised they haven't been shut down yet. They only care about finding ways to rip you off and show absolutely no respect for people's personal belongings which they have worked hard to pay for and will even use them as a means to extort more money out of you.
AVOID AT ALL COSTS!!

Btw don't believe any positive reviews written about them. They are fake paid for reviews from India. Probably written by a virtual assistant from Fiverr.

Move size: 2 Bedroom Home Service cost: $750

We booked for a VIP service 50cubic, for a move from Sydney to Brisbane for 14 December. Paid the full amount in advance (worst ever mistake I've done).
FRS sent me a truck with only 15 cubic..and the nightmare started. The removalists didn't have a clue. They looked like casual local removalists with a small milkrun truck. Not as shown in the website with branded, uniformed removalists. Called FRS and pleaded and requested with them to send a truck as agreed which was declined. Reportedly the truck broke down, and rest of the items would be moved three or four days later. I tried to reason with them and told them we are moving interstate we are not coming back to Sydney we need to move everything in one go which did not make any sense with them.
I finally requested them to cancel the service. Thankfully they agreed for a full refund in an email. ( Make sure anything you do with this company is in writing so you have evidence).
I had to contact another removalist company paid a premium because of last minute booking finally got the job done adding an extra day. (Happy to refer this removalists to you. They were brilliant.)
I had been chasing up the refund of $3,740 since that day. Spoke with [name removed], [name removed], [name removed], [name removed], every one of them said the money should be in my account in two to three business days ever since. Sent innumerable emails requesting refund the full amount in vein.
The last call and two emails I sent yesterday (almost four weeks later)was very clear stating that they will be referred to fair trading New South Wales and ACCC. Thankfully they refunded my full amount today.
A very strong recommendation from my personal experience DO NOT EVER USE THIS REMOVALISTS even if they pay you to use them. I had many sleepless nights expecting the refund especially during Christmas time. Not one supervisor or manager bothered to call me. Please, please please do not make your life hell by trying to use FRS ever.
I'm glad I can move on.
FRS ..NO, NEVER, EVER.

Move size: 4 Bedroom Home Service cost: $3740

This move cost me an extra $7000
On the 1/10/18 I received a quote for the equivalent of a 4t truck based upon a list of items I had supplied. Upon conversations with Mona it was agreed I would be booked in for 18 cubic metres, again based upon the list of items uploaded to your website.
When your team of removalists turned up, they regrettably informed me there was not enough room on the truck and I was told I had 35 cubic metres at my property.
I measured the available space on your truck to find that there was only 10.8 cubic metres available on your truck. The tape measure (Which I have images) read 1.8 metres to other items on the truck. Little did I realise 300mm from the tail of the truck was reserved for your trolleys. That makes 1.5 metres of available space. To make matters worse the truck was not filled to the top (I have images to show the height, which I have previously forwarded to you via email on 2nd/ 11/18).
To your credit, a second truck was arranged and arrived rather late. After much discussion I was told I must pay $1000. Although on the phone it was agreed that the second truck would take the rest of my stuff and for anything over 18 cube I would pay $100 per cube. Your second truck left at the same time the first truck did and the second truck left totally unloaded.
During the time the second truck was at my property I felt Racially Discriminated against. Your removalists (4 of them) would speak in an unfamiliar language, laugh and the look at me which was making me feel rather uncomfortable. I was also booked on the last flight for the day back to Sydney and as your truck had arrived 2.5 hours after they rang and gave me an approximate time. I admit I was a little stressed as your guys were too busy talking on the phone and amongst themselves rather than getting the job done in a timely manner.
To conclude, your first removalists told me he had 15 cubic metres on the truck? He also informed me I had 35 cubic metres in the property. The second truck was adamant I had 20 cubic metres left on the property. He would not take the stuff unless I gave him $1000.
I called numerous times during the course of the delivery day (Friday 2/11/18) and kept on getting told someone would get back to me. Not once did anybody from your office get back to me when they said they would. I eventually got through to the manager (Sam). We came to an agreement that FRS would pick up the rest of my belongings on the following Friday (09/11/18), with the proviso that anything over 10 cubic metres would be charged for at a rate of $100 plus GST. I agreed as long as it was in writing by close of business that day (2/11/18).
I heard nothing and because my discussions had fallen on deaf ears during that day I feared your company would not fulfil it’s verbal agreement so I took it upon myself to make other arrangements whilst I was at work on Saturday 3/11/18. I came home to an email from your company confirming that you would complete the job and because now I had lost all trust with your company and you had breached your word. I decided to do the job myself.
The truck I used was a 3t truck which held 20 cubic metres and I only just half filled it with my remaining property? Which means I had only 10 Cubic metres left to bring to Sydney. Unsure as to where your professionals were getting their estimates from?
I have images and video of the rest of the items. There is nothing in the property that was not on the list and everything would have fitted with the 18 cubic metres as originally quoted.
They have however offered to give me 50% of their charge back but I am out of pocket over $7000.

Move size: 3 Bedroom Home Service cost: $900

I hired FRS removals to move my belongings from Canberra to Melbourne and it was the most stressful and frustration experience.

They cancelled a total of 10 times, including 3 no shows with no warning, apology or explanation. 5 times they told me the truck 'broke down'.

When they finally delivered my things, there were things missing. When I informed the drivers, they simply replied, "not my problem". When I tried to call FRS, they dodged my calls for 2 days and I eventually had to get Consumer Affairs to call on my behalf. Though they still lied to them and it took another 2 weeks and countless phone calls to finally get things delivered.

Every time they don't show up, you can call them up and be given the standard lie for the day. It's usually ranges from:
a) the truck broke down (this is their favourite)
b) the person before you under quoted and we ran out of space (i got this one twice even though the missing item was one pole that could be squeezed into minimal space)
c) there was a mix up (no additional explanation)
d) the driver got sick

and if you call them out on all the lies above, then they just hang up on you.

I haven't even gone into how damaged almost every single item was. The fridge was dent and scratched and the power point prongs were so bent we had to get it replaced. The mattress came covered in grass. THe dining table and coffee table are both scratched. Countless things broken.

Please save yourself the stress and frustration and go with someone else. These guys will drag out your moving for months!

Service cost: $1100

For your own safety please DO NOT USE THESE REMOVALISTS. These removalists physically assaulted me with a heavy tub and threatened to punch me in the face. I am a woman and was alone. I was forced to call the police while they stole my furniture.

The offence is currently under police investigation. I had to take this company to the NSW Civil tribunal to get my stuff back after I refused to pay them double the agreed amount.

I could go on but in brief:
-A two day delay in pick up
-I was told there was no room on the truck (there was)
-I was told my stuff was 5 cubic metres more than stipulated (even after it was measured with a laser volume tool by a qualified builder friend of mine)
-No wrapping or protection
-General appalling rude and bullying attitude
-Culminating in assault

Their mates have obviously written the good reviews.
PLEASE DO NOT USE THESE REMOVALISTS.

Service cost: $900

Probably one of the most disgusting and rude companies I had to deal with in Australia. From the sales representative the manager. They were both ignorant and disrespectful. They will say all the good things to make you go with them but once you pay for the deposit, they will change the agreements you had over the phone or SMS. They will lie to you, they will avoid you, they will hang up the phone on you and they will talk over you.
Seriously, I have NEVER ever seen anything like this before. DO NOT get this company if you need help!!

You will have problems, they will make your experience a nightmare. Moving is already complicated and trust me, they will make it even worse for you.

Service cost: $225

I found out on the 25th Aug from my Nans bank that you people had taken over $700 for services that did NOT happen. You did NOT have permission to do so, you lot ignored my emails, you did not show up and or give a curtesy call to why, the service was cancelled due to illness (dementia), being late and the bad reviews.
Now you lot are saying on my review you don't know who I am and I'm complaining 2 months after the service was suppose to be carried out, well we both know that's a lie!!
You lot have committed theft and I want the money returned to my Nans account immediately.
You have taken advantage of and elderly woman who has dementia + you also took $200+ deposit so that's over $900 you lot have stolen/ scammed.
This abhorrent behaviour is going to the authorities if the money is not returned within 48 hours.

Move size: 1 Bedroom Home Service cost: $921

Totally unprofessional company. What reputable company uses Gmail email addresses? 2 truck and 4 people. the only one who knew what he was doing spent the day on the tuck on his phone. All contract staff from eastern Mediterranean and spoke no English. Do they even have work visas? Had we not helped it would have taken ages. Watching my furniture bouncing down the stairs was scary.

Then of course we have the breakages. We packed 100 boxes and none were damaged. The damage was all to the goods they were responsible for. Marks all over the walls etc.

Promises to return phone calls that never happen. Names of staff that don't seem to exist.

9 weeks ago I sent photos of the damages, quotes to replace and still nothing. More to come. See how consistent these posts are

Department of fair trading is my next email.

Move size: 4+ Bedroom Home Service cost: $2000