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

1. The truck was at my address with one hour delay
2. The guys doing the job were not professional at all. They were working very slowly. They were wasting a lot of time.
3. Surprisingly, the truck did not have any lift. This made everything a lot harder.
4. They made an damage to the lift
5. There were damages to my drawers.
6. When I showed the damages to the guys, the one in charge acted very aggressively and started swearing to god that it was like this before the movement.
7. When I raised the issues to the FRS office, the customer service was terrible.
This was the worst experience I had in Australia in receiving a service and I paid $1100 for moving from a 2-bedroom apartment to another.

Service cost: $1100

The biggest problem with this company was that despite booking a premium job they would not commit to a pick up time. As a result times were constantly being pushed back. In the end I declined on the final pick up time of 11:30 pm as I needed to get some sleep and regain my sense of humour. We finally agreed on a six am pick up but sadly the boys didn't get to me until 7:30am. They did pack the truck quickly and all items arrived safe and sound- however they drove straight through and arrived at the drop off destination at 10:30PM. My husband was happy to take receipt of our goods at that time. I think the administrators of this company have unrealistic expectations of their removalist staff. Prior to booking you get quality immediate service once your waiting on the uplift you deal with the boys driving the truck. I really hated that they put their staff in the firing line.

Service cost: $2000

Where do I start? Charge my CC before I agreed to terms and conditions. Never told me about 3% surcharge - seems small but set the scene for pattern of behaviour. Salesperson lied said removalist was on the road when I spoke to removaliat he said he was still on the last job and wouldn't arrive for another 3 hours. He was already running almost 2 hrs late. Person answering phone was outright rude and confrontation. When I said I wanted to cancel the service cos I didn't agree to their T&Cs they said no and threatened to charge my CC for the balance of the move (almost $700!!). I cancelled my CC to prevent them from doing this. When I asked to speak to a manager no one was around and they never answered any of my emails. I could go on. Still waiting for my $309 and will continue to chase this shonky company through various means for as long as it takes.

Service cost: $1000

To late I read these reviews. My experience with this company has been a nightmare. They used extortion to try to get another $300 by refusing to take all of my furniture unless I agreed to pay up on delivery. My furniture was damaged on delivery lots of pots & statues smashed fridge scratched bed badly scratch & the guys reaction was a shrug. Needless to say I didn't pay the $300. I intend to plaster pictures of the damage all over social media to stop anyone else going through this.

Service cost: $1400

One of the worst human beings I have met. Three people are supposed to come and when they saw a lawn mower, they refused to take the stuff as it said furniture. I told them to leave the lan mower lone and take the rest. they argued for an hour and left. I called the lady in the office and they came back later and started loading. Only one spoke english and they were busy chatting and talking amongst themselves and occasionally moving a box!
When I asked them to talk less, they threatened to drop everything on the driveway and leave. I then called the office and the guy who answered was very rude. I asked to speak too the boss and he told me he and his wife run the place.
Then as it was dark they refused to take the furniture to the shed and left with the stuff to come back in the morning. They did come in the morning and a few items were missing. But ofcourse I had no proof. They brought an extra guy and then charged me for that person too. At the end they said they weere there for 5 hours when they were for 3.5 hours. but they got aggressive and threatening and refused to return my credit card., until I wass about to call the police. They charged me for two days including the $100.00 for the first half hour and $700.00 job got to cost me over 1600.00

they then went off road and got the truck stuck in some mud and demanded that I pay $300.00 for a tow truck which they called to pull it out.
I can write a few pages about them, butt I don't think they are worth my time.

Thanks.
Ram.

Move size: Partial Move Service cost: $1600

I had an unimaginably awful experience with FRS recently, on a move from Sydney to the Northern Rivers in NSW, just before the floods hit. I booked the truck approximately 4 weeks in advance to move 2-bedroom's worth of of furniture and belongings. The removalists arrived at 8.30 p.m. on the day and I was their 3rd backload. After loading some of my stuff, they announced at midnight that they couldn't take it all. I had to call a friend to contact the real estate agent the following day and get the keys so that he could move the remainder to the garage, prior to a pre-settlement inspection on the same day. (I now have to pay another removalist $1,600 to move the remainder of my stuff, which won't happen for 10 days.) After saying they would arrive at 6.00 p.m. the following day, the truck didn't get to my new home until 1.00 a.m. and loaded until 3.00 a.m. On top of that, the driver had asked me to pay him cash, which is why I insisted that FRS head office take the monies from my credit card prior to completion of the move. I was very distressed by the whole experience, and I would never recommend FRS. Pay the extra for a dedicated truck, if you can. Doing a backload is too unreliable, especially as FRS sub-contracted the move to another company called Campbelltown Removals (don't use them either!).

Move size: 2 Bedroom Home Service cost: $2200

My only advice to you all is do not use this company.
I used them to move our house full of furniture from Melbourne to the Central Coast NSW.
They caused over $12000 worth of damage.
After months of trying to get some response from the company we took them to NCAT.
We were awarded $12000 compensation by the courts, we eventually settled for $8500.
Do not waste your time trying to get this company to respond if you have damage. Go straight to ncat and also report them to fair trade, fair trade have a large file on this company.

Move size: 3 Bedroom Home Service cost: $4700

In the best intetests for your familys' sanity and your wallet, avoid FRS at all costs.
We booked a move more than 3 months in advance with FRS, initially because the representative sounded lovely and the first site I searched came up with their page and all looked good with 5 star reviews. The quote also stated inclusions and a big banner of NO HIDDEN FEES.
The initial amount of the move was $2000+ gst and after reviewing their quote and what was included, I agreed to pay the deposit of $500 which was non-refundable.
On the day of the deposit, I was called to say that the price had changed to $2300+ gst (First red flag).
After getting my deposit confirmation a few days later, the email attached stated to reply to the contract. I noticed key significant changes.
The big one being a clause which states the full move fee would be payable if you decide to cancel. This term was NOT included in the terms on their website, within the terms of my contract and when I specifically asked whether there were cancellation fees before paying the deposit, the representative stated there were none. They had changed other terms from my initial quote that transit insurance includes damages causes by their staff during upload/unload. After paying the deposit, they retracted this, stating that they were not covered.
They also added other fees for services which were originally included in my quote, which they now expected me to pay on top of the before agreed amount.
I was also sent a payment schedule for the premium option of bubble wrapping. When talking with them on the phone, they denied even having such a payment schedule or sending it to me and refused to offer the services for the prices I was offered.
On top of all this, they would not send their public liability insurance documents despite stating they were insured. The manager was very persistent and rude on the phone, trying to get me to pay my account by credit card which I repeatedly refused.
After removing or changing all the terms in my contract which led me to paying the deposit in the first place, they refuse to refund our deposit.
We took the precaution of canceling our credit card after reading other reviews of them illegally deducting payments after storing credit card details.
In all, we just hope others learn from the mistakes made by us and others by trusting a company to deliver services that they never intend to supply.
As Fair Trading recommends, use an AFRA approved mover and don't fall for their niceties before paying the deposit as they will surely cause you unwanted financial and emotional stress.

Move size: 3 Bedroom Home Service cost: $2530

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

These guys are total idiots. I paid for an extra guy so have 3 guys move furniture out of my small apartment. I thought it would take 2-3 hours given that most of the boxes and smaller items have been moved by me the night before. The three guys arrived 2 hours late and took over 7 hours carrying the few items that I have out of my apartment. If you are not there watching their every move, they would be on the phone or walking casually carrying a lamp shade to the truck. They stretched it out so that when the truck arrived at my new place it was 4:30pm and it only took them 1/2 hour to unload. The lead guy then ask me for a call out fee when the price quoted did not include a call out fee. He then pretended to call head office and pretended to hang up when I said that I want to speak to the manager directly. To top it off, they wanted a tip and when I refused to give them a tip, pretended that they didn't have any change. Such dodgy unprofessional scam artists. Beware of these guys..

Move size: 2 Bedroom Home Service cost: $800

Wish I had read this companies review before my move. Like most of the reviews on this page, I was left with furniture in the street and told I had too much furniture, if I didn't agree to pay an additional fee (over $650) my items would be left in the street.
I tried contacting the company several times with no return calls or email replies.
I did contact the Department of Fair Trading and they were not able to get any further then I did. FRS did not acknowledge nor reply to any of any correspondence either.
On a quote of $1,700 it ended up costing my over $3,000
I am considering taking this further.
If I could rate them ZERO stars, I would.

Move size: 2 Bedroom Home Service cost: $1700

Two months ago I booked this service for my relocation from NSW to QLD. On 11/09/17 they arrived at my house with a truck covered in graffiti! Two drivers with no formal clothing as depicted in their pictures on the website. The truck was booked for two more jobs and I was told I couldn't get more space because of that. Driver 1 unloads half my things and leaves. A local truck arrives at my house later that evening to collect my items and to take it to their "storage" facilities. After loading the things left by driver 1 taking 45 minutes; driver 2 leaves and I get a phone call to say they were there for 3 hours and I needed to pay $350! What's worse is, they stored my things at their depot/office. Driver 1 calls me on 12/09/17 to say he'd be arriving at 4pm. At 4pm driver 1 calls again to say that the RMS has fined him for driving a defective truck and that there were multiple safety road worthy issues with his truck and is issued with license suspension as well as infringement notice for the rectification to the truck! He finally arrives at 8.30pm and leaves around midnight. But not before dropping my washing machine; denting my wall; breaking some plates and dropping another customers items! Now we get to 16/09/17 and driver 3 arrives with the rest of my possessions. Which by the way were the bases to all four our beds.. one item after the next after the next and the next are damaged! Slats are missing from the bases. My expensive headboard has been scratched and looks like it was done on purpose. My bedside table has the bottom broken. My daughter's base support has been snapped into two pieces. My guest bedroom base was broken beyond fixing. And my mirror cabinet totally dismantled. But worst is the fact that my glass white dining table has been broken which is a classic piece of furniture!
And just as I thought it could not get worse than that.. they fraudulently stored my credit card details including the CVV number and deducted a whopping $890 from my account after I told them I was not prepared to accept that they would not commit to refund me for the damage. A total of $4000 later and I have no bases to put my mattresses on; broken furniture and washing machine; no money and a Fair Trading complaint pending. Never in all my 43 years have I ever dealt with a group of liars, untrustworthy and thieves such as this group. It is illegal for any company to store or save your card details including the CVV. This means that they could access anyone's information without authority and unbeknownst to you this could happen to anyone.
As for all my patience, my forgiveness and understanding, my ignorance and willingness to save a penny or two; that has cost me much more because of FRS Removals.

Move size: 4+ Bedroom Home Service cost: $4000