Grace Removals Group

Agree that company should be re-branded 'dis-Grace'! Moved from NZ to Adelaide. Caught removalists throwing items out my upstairs bedroom window, packing not to international standard (which I paid for) so many items damaged or broken, sticky tape residue on all my furniture items which was difficult/impossible to remove. Then, to add insult to injury, the company accepts no blame for sub-par service & is weasling out of paying my very valid insurance claim. Go with another company would be my strong suggestion.

Move size: 2 Bedroom Home Service cost: $11000

Worst removalists ever. Grace Removals completely stuffed up our interstate removal. It started on moving day, where they turned up over 6 hours late and ended up packing until well into the evening. They were sent with incorrect packing materials despite their consultant spending 30 minutes in our home quoting for the removal. No wardrobes for a 2 bedroom house? For a company with 100 years experience, it doesn’t show. Then they arranged for the piano specialists to collect our grand piano – they neglected to inform them we had stairs, so our piano had to stay in our empty house for days until the pickup could be rescheduled. This delayed the cleaning and preparation of our property to be rented and as such resulted in loss of rental income, not to mention the inconvenience of having more time off work to deal with their stuff up. Then came delivery day. Despite being assured that our piano would arrive with our other items, it didn’t. Took an additional 2 weeks, and arrived with over $2000 worth of damage – now with the insurer. Add to that the thousands of dollars of damage to our other property, also now with the insurer, this has been an expensive move. In addition, they caused significant property damage to our outgoing property – scrapes to walls and paintwork – and won’t even dignify it with a response. The kicker was that we paid for their packing and unpacking service – a significant additional cost. On delivery day they simply refused to unpack any more than they already had, and left us with over 50 boxes to unpack ourselves. I note they charged us upfront for this extra service. Their customer service both during and after the move has been non-existent. Do yourself a favour and go elsewhere if you want your items delivered undamaged, on time, and want to deal with people who actually care, as it is clear to me that this organisation doesn’t give a darn about their customers once they have your money – which we now know why they claim upfront before your goods are even picked up. Tip - make sure you have insurance if you have the misfortune to use Grace - and don't buy their insurance, much cheaper and more comprehensive elsewhere.
Some 3 weeks after our move, I am still waiting on a response. Speaks volumes about their customer service ethic - hence this review to save others the misfortune in the future.

Move size: 2 Bedroom Home Service cost: $6000

I would never recommend Grace to anybody.
We moved from Sydney to the Sunshine Coast in December 2017.I have no problem with the salesman he did a fine job and delivered some wardrobe boxes bubble wrap and tape prior to our move so we could ensure some of our large plants would fit in the boxes. Their quote was $2,000 higher than the opposition, however they reduced their quote by $1,000. As we had a very pleasant experience some years ago when we shifted from Perth to Sydney with Grace we decided to accept their quote. What a mistake.
PLEASE be aware to pay close attention to the labelling of items to be shipped and the shipping manifest. In our case many items had no sticker and the hand written manifest is illegible.
We became aware that many items were missing on the day of delivery and were told they would be delivered. It is now 8 weeks later my wife is very upset that her Bonsai's were tipped on their side and will be lucky to survive and that the missing 20 Y.O Bamboo and Dracenia are missing.
I have been in touch with their insurance and they will honour less than 50% of our claim.

Move size: 4+ Bedroom Home Service cost: $11594

I trusted Grace removals group to move our household. Our major asset is booksand I always had bad experiences before. The agent told me not worry, because they were professionals. The day of packing, they were very fast, sometimes making funny faces when Iwanted to pack something extra, a laundry basket, a rack. We were worried about space as the container could have been on the smaller side. The younger of the two packed the books and the older the rest..  The next day the uplifters came and they were really good. Absolutely no complains about them. Time passed, the goods were delivered at the beginning of winter in a snowy day. Although we paid for unpacking, that was completely impractical. How are you going to unpack before the shelves are built? They were also a bit eager to rip original wrappings that I wanted to keep, but that is part of moving experience. After a few weeks, after shelves were built, came the unpacking of the books. What an absolute shock! There was no padding at all, books were FOLDED to fitinto small none existed places and corner, a pile packed in their spines and aheavy book put on top. No, but really, was this person illiterate who could not appreciate a big library? He obviously did not care one iota. The rest of the stuff? Super duper padding everywhere, not one single item in the kitchen gotdamaged. In other words, the agent lied to me. When I complained, which I admit was many months after the delivery, all he could say was, I'm sorry to hear, but it is too late. This should not happen with a world leader.. All this left a bitter taste.

Service cost: $13000

Read the reviews people, time and time again the message is there….”do not use Grace removals”. I wish that I had had the common sense to read this review forum before I paid
$7,885.41 for the worst service I have ever received.

Long story short - we used Grace removals for our relocation from Darwin to Queensland and [the end result for us] was excessive amounts of broken furniture, including antiques and a prized painting that is now deemed worthless because of their untrained and sloppy workmanship; a total insurance bill of more than $9,000 dollars and the inconvenience to our home and lifestyle, that has only just settled down 6 months later. Not to mention the fact that the removal team arrived 6 hours late, ballooned the uplift out to 3 days because they did not want to pay overtime, broke furniture in front of me and hurled some of my furniture into the container as if it was trash.

As for customer service well, that’s another story. If you use Grace removals and the uplift “does not go to plan” they will give you the run around, ignore your requests for action and downplay the fact that they are in breach of multiple consumer laws including work, health and safety laws but, they will sweep that under the carpet and you will be made to feel as if they are doing you a favour by simply entertaining your request for a refund, for the gross mishandling of your private possessions.

Please people, if this company has gone into your home and ruined your belongings, follow the process. For my situation, I have lodged a formal complaint with the Australian Furniture Removals Association [AFRA] and have asked them to mediate the compensation process. I will also lodge a formal complaint with consumer affairs / office of fair trading. I am unsure if I will receive a fair outcome from AFRA however, I will feel more comfortable lodging legal proceedings against Grace removals knowing that I have tried to settle this privately.

I would like Grace removals to return my money. Not 27%, not 50 % but all $ 7,885.41. They did not provide a service and they are in breach of consumer law.

I have been in talks with the Regional General Manager; Grace Removals, Perth office however, I have not heard from him since I lodged a formal complaint with AFRA about this situation in March of this year.

Move size: 4 Bedroom Home Service cost: $7885

Our move was from a 2 bedroom apartment and storage unit in Sydney to a 6 bedroom house in Brisbane which also included 3 vehicles. We paid 13000k in total including the valet pack and unpack service. The initial experience was great - the sales rep in Sydney was friendly and responsive. The end result was horrific and nowhere near worth this expense. Beware that once you are past the shiny sales people into the bowels of under performing subcontractors, dismissive service people and insurance scams - you will be on your own and out of pocket.

When the matter of insurance came up it was pressed by the salesman as a necessity. I was quoted for 3000k(!) for my $50,000 worth of valuables. Rather than paying that, I mentioned that I was concerned about particular delicate items and ended up insuring those specifically at a cost of approximately 1000k.

During the move out of the apartment the movers damaged a fixed alarm component and scuffed the walls in one bedroom and didn't tell me. Thankfully, I spotted the damage before they left and had to ensure that pictures were taken and insist it was recorded on their exit report before I signed it. They reluctantly did so. I then had to pay directly for the repairs in order to get my bond back. I was told by the movers I needed to seek reimbursement from the sales team . Again I had to produce my own pictures and copy of the report before they could 'investigate'. The movers refuted the scuffs on the wall and attempted to dodge the breakage to the alarm system until the photos were produced. Eventually payment was made to me.

We had also arranged for a vehicle to be taken early so it would be waiting for us in Queensland on the Friday of our arrival (very important due to my heavily pregnant wife). This was subcontracted out to CEVA who I was assured would contact me and let me know the vehicle was there well before our arrival. We arrived in QLD with no phone call - I called them after waiting at the airport to be told that my vehicle had not arrived. We were then forced to hire a car, again at our own expense. The vehicle finally arrived the following week. When the issue of reimbursement was raised with Grace, we were passed off to CEVA who took weeks to perform an 'investigation' with no action unless I followed up via email. Eventually they paid up.

When the furniture arrived, the movers were friendly enough but were continually pressing to leave before reassembling key bits of furniture. There was still a dressing table and bed that required assembly after they left - by this stage I had had enough and told them to leave and did it myself. Not to mention that they use large Grace stickers to mark everything - they are impossible to remove without a scourer and soap. Be prepared for your valuables to be scratched. They also left their boxes and two moving blankets behind and told me a second team would be by to pick them up. This only occurred after I repeatedly called them and after committing to picking them up and not showing up for three weeks they eventually came and got them.

Finally I realized after attempting to boot my PC that it was not starting properly or staying on. A look inside the case showed why - the video card (PCI) slot had been broken. Closer examination of the case showed a clear impact mark on the top. They had dropped my PC. I immediately sent photos of the mark and the damage to Grace and was handed off to their insurance group Intercept Loss, who told me that I needed to then take my PC into a shop and pay to get it assessed to determine the damage was caused by the move. I told them I was concerned about moving the PC and further damaging it and I was looking after a sick newborn and needed more time. One of the case managers confirmed in writing that it was fine to take the time needed, that I could call an on site provider to perform an assessment and this would be reimbursed. This assessment was performed and it was confirmed that the PC was broken in the move and that the PC would need to be replaced.

After weeks of follow up with Intercept and no response (and no phone number provided), I then escalated to Grace who gave me the phone number for Intercept. The individual who picked the phone dug up my file and told me it had been closed with no notification and needed time to perform the assessment and hung up. He then called me back in 10 minutes stating very rudely that the claim was denied as it was an electrical fault not mechanical damage, that the assessment had taken too long to do and then implied I had broken the PC myself. He also stated that I would not be reimbursed for the assessment, which he later reversed over email when he actually looked at the record and saw what had been committed to over email. This is all finished off with Colin shouting over the top of me whilst I insisted on an escalation pathway. So out by 1000k, called a fraud and with a broken PC.

I am escalating this with other customers I have found to the ACCC and commencing legal action. If you have a similar story, please contact me at l0new0lf187@hotmail.com.

Move size: 4+ Bedroom Home Service cost: $13000

We have moved 4 times internationally previously and understand the need to have decent movers. Grace came to quote on our removal, the moving consultant was attentive and knowledgeable.

We received 4 quotes before making a decision. Grace were not the cheapest or the most expensive but seemed to be easy to work with and understanding.

The packing day was by all accounts good and stress free. The 3 packers arrived on time and were efficient. We were advised the removal team would arrive between 8-9am the next day to load the container. When they didn’t arrive at 10am I called the office to be told that initial time was incorrectly advised to me and they would be there between 12:30-13:30. They finally arrived at 14:45. Hence waiting most of the day when moving internationally is extremely inconvenient as you have carpet cleaners etc coming in to finish up on top of numerous tasks. This started to get me nervous that Grace are not ideal movers.

The boat arrived to the port destination on 12 Jan. It took 10 days to process through customs which was normal. Customs found 4 items which needed to be treated or destroyed and this was advised to us by Grace on 22 Jan. We took 2 days (replied to Grace on 24 Jan) to decide what to do and advised 2 items to be treated and 2 destroyed.

From here I followed up each week with Grace to be informed on the process of customs and timing for delivery. Each time Grace would take 2-3 days before responding and only on repeated follow ups from myself. In the end the case manager for our move was so incompetent I had to find and contact their boss to see what was happening. He was quick to respond at the beginning but then fell back to a similar non-responsive manner. 2 months of consistently asking for progress updates (getting replied to about 1/3 of the time) Grace finally advised our goods were ready to deliver – 21 March. Each time saying its not their fault and customs are delaying the process.

The next shock arrived when they charged storage and handling equating to an extra $600 on top of over $13,500 already paid. I asked for an explanation on this charge as it appears to me the delay was purely Grace at fault for delay. I was advised that because of the “back and forth” when deciding if to treat or destroy some items (which took 2 days, 22nd to 24th Jan) it meant they could not advise customs, and therefore the delay was 2 months!

Grace blamed customs for the slow process which I do not believe. Supported by the fact a friend moved from the same Australian Port to the same destination Port 3 weeks earlier than we did and also had to treat items. This took 1 week to occur and process through customs. Overall, this was unacceptable so I asked for communication proof from customs to Grace to prove this was customs delay (as advised by Grace and hence I had to pay the new invoice as they were not at fault). If this was the case I would be happy and move on but they were not forth coming with information so I am more suspicious. After 3 days of chasing this up and no reply I gave in and paid the invoice so we can receive our goods (3 months since pick up now). I still asked for the proof still as Im sure Im being ripped off, this still not arrived and Grace still did not give me a reply or any timing on delivery, despite chasing each day. I hope the goods can be delivered in the next week and I am seeking a refund for the extra charges I believe are not warranted. 3 extra more days now and still no response so Im hopeful it will be sorted imminently. Next step is also complaining to Fairtrading NSW and AFRA etc.

Overall, would not recommend.

Move size: 4 Bedroom Home Service cost: $12000

We recently moved overseas from Australia to Europe and the whole experience was appalling from start to finish. I will NEVER use Grace again.
First, the salesman didn't know the business and after they had been granted the contract tried to tell us that we couldn't take our unopened bottles of alcohol, which were part of the original quote. Then he tried telling us that declaring them would delay the shipment and that we would be responsible for port costs; and thus, advised us to hide them in our shipment, essentially smuggling the goods (and we are both Customs officers!). We obviously didn't take his advice and declared the goods and had no problems at the receiving port.
The packers were ordinary to put it mildly. They code your furniture with respect to its condition and any damage but didn't tell us this at the outset. I only found out when I came in to find the furniture wrapped and coded and asked what the coding meant. Their assessments of our furniture were inconsistent, VERY subjective and totally OTT. I insisted on at least one item being opened, which they did very reluctantly, to demonstrate that their assessment did not match the condition of the item. They coded some items based on the condition of the cover! e.g. the BBQ that had only been used once, was fitted with a heavy duty cover and never been moved from under the veranda, was coded as "badly worn all over" by one of the removalists. The BBQ, being hardly used and always covered, was in fact in great condition; though I can't say the same for the cover, which was what their assessment was based on. The $8000 king size mattress was marked as "heavily soiled - house under renovation" yet it was only 12 months old and was double sheeted for protection while being stored against the wall of the bedroom during renovations. The mattress was and still is in pristine condition. Again, their assessment was of the protective covering. As I told them, had I been notified of this system I would have accompanied them and taken photographs of each item and noted any discrepancies. After discussions with the packers I formed the opinion that they systematically devalue the goods for insurance purposes and treat all clients as cheats expecting you to make fraudulent claims for damage that hasn't occurred.
When we got to Europe we found that the packing had not only been chaotic, with box contents badly described and the wrong rooms marked and the most unusual items packed together (e.g. porcelain dinner set with a sewing machine .. and the dinner set wasn't on the top!) but that they had used our bed linen and our clothes as padding inside boxes, e.g. a white jacket was used as padding between two printers and a $1000 wedding suit, on hangers and covered in plastic, was rolled up and used to pad out a box. They had also thrown their rubbish (empty tape rolls, etc) into the packing boxes with our goods. It took 3 weeks to find the legs for the base of the bed; and some fragile items were sparsely wrapped while other more robust goods, such as wooden chopping boards, were swathed in several sheets of paper. I'm still astonished that only a couple of items were broken. Although as I continue to work my way through the electrical items I have found that at least two of these are now no longer working.
Finally, we had paid several hundred dollars extra for wooden crating of 3 high value, fragile items but we discovered at the other end that only one of these items actually got crated in wood, another item was just put into cardboard while the third was just wrapped in their furniture packing material.
We were just lucky that we had a FCL and so the damage to goods was limited. Had we shared a shipping container I hate to think of what condition our goods would have been in at the end of the journey.
This is the third time that I have had to use 'professional' (ha!) removalists, and the second international move that I have done, and these cowboys are definitely the worst with Williams Bros of Kempsey, who we were lumped with as third party contractors through Toll for an interstate move a few years ago, coming a close second.

Move size: 2 Bedroom Home Service cost: $15000

We used Grace because we wanted a reputable moving company. The sale rep told me that I Grace checks all its employees and I could have peace of mind with Grace (unlike other moving companies he said). So, we duly arranged for Grace to do the removal.

2 to 3 days after moving, during the unpacking phase in our new home, we discovered that some very expensive items had gone missing during the move undertaken by Grace. The fact is, during the move, you just cannot watch everything that is going on.

We called Grace immediately. Grace promised a swift investigation and response. But, Grace has so far refused to accept responsibility. For various reasons, it is 100% apparent that the items went missing during the move.

If you are moving and have expensive items in your household, I do not recommend Grace. Indeed, if you have an issue, the resolution of that issue may be a further reason to consider other movers.

Dear Grace, your reviews have a number of similar complaints on the review page, so I ask, is Grace going to do anything about our stolen items?

Grace you have provided a generic response below, as we are already in contact with Grace, but have received no assistance, how would customer services help?

Move size: 3 Bedroom Home Service cost: $3400

The sales person was great but the removal guys didn't have enough space in the containers so they pushed my furniture uncovered into a back area when it got to Brisbane boxes were missing and the men had no idea what was there or not furniture was damaged a piece that had been put in the back area uncovered. Items had to be delivered the next day and they even brought a box that wasn't mine, very chaotic. The insurance company CGU and Intercept Loss Adjustors are now refusing to pay for the damage. I complained to the customer service and the Mackay branch but they don't care once the job has been done.

Move size: 2 Bedroom Home Service cost: $2000

I have moved often both locally and internationally in my life, but first time using Grace, mainly because the sales rep was absolutely lovely and seemed to know what she was talking about. However, as others have said, packing was below par, with a weird selection of items packed together and personal items used as protective packing, a missing box, 3 missing boots(!) and two damaged Italian leather lounges. Impossible to know which box went in which room as second and third hand boxes were used - wish I’d noticed this at the outset as I feel like for the money we paid, it is totally unacceptable. I made Grace aware early on that there were missing / damaged items, but feet were dragged, and now apparently it’s too late to use the very expensive insurance I took out with them! Finally I was charged an additional $400 shuttle fee to get to my front door. All in all, feeling pretty ripped off.

Move size: 3 Bedroom Home Service cost: $13000

So my partner recently came back from the UK (with me in tow) and we recently moved from Perth to Leonora. My partner works in school and the delivery day was set on a Friday meaning she could not be here to check everything arrived fine. Upon coming home she realized that one part of two bed's was missing (I had no idea what it was meant to look like as I never saw the bed before), meaning we can't even setup a bed and are currently sleeping on a mattress. We were told because I had signed for the delivery not knowing what my partners stuff looked like or if there was incomplete stuff that its not their problem and we now have to make a claim on insurance and look at buying a new bed as the current bed we own is discontinued. What a company, how on earth do you lose bed parts?? I am genuinely shocked at how unhelpful and how little you actually care. Thanks for causing my partner many sleepless nights and a great deal of stress and sadness, but the real thing, who on earth can lose a bed part if not two separate pieces? What a joke!

Move size: 3 Bedroom Home Service cost: $3000

We used Grace to ship 59 boxes of contents from the south coast of Australia to London, Ontario Canada back in October 2017.
Unbeknownst to us, our shipment was sent to the USA and not direct to Canada as arranged and was held to ransom for release unless we paid an additional $6500 by a certain date or we'd be charged on top of that amount, an additional $325 per day. What should have been a 45 day delivery, ended up being 90 days. Once released though, the road transport delivery to our home went well with the local moving company but although 59 boxes were counted upon arrival, for some reason 3 of the boxes were not there. We believe some boxes were opened at the USA customs that we have not been told about as we are missing items and the 3 boxes that were not marked off, were found inside others. Having contacted Grace Removals twice already, we have still not heard anything from them. Will I use them again?? I don't think so. What should have cost us $11,000 as per quote, ended up being over $17,000. We are not happy.

Move size: 4 Bedroom Home Service cost: $11000

We engaged Grace Removals to move us from a four bedroom home to another four bedroom home which was only a 3klm move to the next suburb.

The experience was very stressful as Grace Removals workers damaged several of our belongings and damaged the home we moved into.

We previously used Grace Removals in 2007 to move and had no issue, however, this time things were very different.

The move started at a brisk pace: they packed the first truck load in just 2 hours.

The issues began when Grace removalists told us our fridge would have to stay in the garage instead of the kitchen. Naturally, we weren't happy with that decision, so I pointed out that the previous owner of the house had precisely the same make and model of fridge in the kitchen, so why couldn't Grace Removals move our fridge into the kitchen? where fridges belong!

The lead removalist asked my partner to sign an "All care, NO responsibility waiver" before he would tell his workers to carry our fridge into the kitchen.

By getting us to sign the waiver, Grace was essentially seeking full exoneration for any and all damage that they did to our house and/or to our belongings as a result of moving our fridge. However, the waiver covered everything, not just our fridge. NSW Consumer Affairs has since advised us that Grace Removals' waiver does NOT circumvent our consumer rights, so why did they ask us to sign such a waiver?

As soon as my partner signed the waiver, Grace Removals' workers took the handles off the fridge (so it could fit through the front door) and started to haul it up the steps. That didn't go very well, because the removalist ended up scuffing the wall and splintered a step on the staircase.

The next issue was when they pushed our fridge through the doorway at the top of the stairs: they scratched the door jamb.

Other things that Grace Removals (GR) did incorrectly was stack heavy boxes onto boxes clearly marked fragile - which resulted in several of our fragile items being broken in transit;

GR also placed boxes clearly marked laundry chemicals in a carpeted bedroom.
GR broke the side attachment off our 4 burner BBQ.
GR chipped our coffee table edge
GR broke the caster/wheel off a 4 drawer cabinet.
GR damaged a wooden artist easel which was found broken and splintered.
Several glass mugs were smashed, even though they were wrapped in several sheets of butcher paper.
GR tore an electrical wire cable of a 2 metre high decorative lampshade.
GR shoved a timber statue into a box that contained our Christmas tree, which caused some of its decorations to be broken and some of its branches to be bent.
GR left boxes clearly marked cosmetics, kitchen pantry and liquor cabinet in the garage.

Several days after Grace Removals moved us, we still couldn't find our "essentials" boxes that contained our toiletries. We eventually found them hidden beneath several other boxes in a carpeted bedroom, so we were without our essentials for 3 days.

As we started unpacking our boxes (over the next few days) we found more issues of damage.

This was a dreadful experience with Grace Removals and we have since lodged a complaint to the Dept of Fair Trading, but to no avail,as we were told by the dept, that Grace Removals did not respond to our lodged complaint within the prescribed 5 business day period.

Our next step now to get this issue resolved will be to submit a formal application to NCAT.

I was hoping this matter would be resolved through mediation and agreement, but Grace Removals refused to respond back to the Dept of Fair Trading within the specified time.

We have attempted to solve this issue via email, but Grace Removals has refused to accept responsibility for the damage and have only offered us a small ex gratia amount to close the case. The sum that Grace offered us is well below the cost of repairing the damage they caused.

We have moved 3 times prior to this move and had no issues with other removalist companies.

However, this time, Grace Removals let us down terribly and we will never use their services again.

Move size: 4 Bedroom Home Service cost: $2360

Grace Removals has been a very difficult company to work with.
Their Agent provided one quote, then at the last minute demanded more funds for the exact items I had been originally quoted for.
Their Movers left a huge mess at my last residence.
Their packing was substandard, putting fragile items in the bottom of moving boxes with heavy items on top, causing damage.
Their Insurer, Intercept Loss Adjustors, is not an independent insurer, but is part of Grace, and has delayed paying a claim for 3 months. I am still waiting!!
The US company that received the Grace packed shipping container, said they had never seen such a poor job of packing. Numerous boxes were either not labeled or labeled incorrectly, so kitchen items ended up in the garage.
Parts for assembling furniture were packed separate from the furniture- in boxes marked clothing. Other parts were not packed at all and are still missing.
Electrical items that were designated not to be packed, were packed to a country with different voltage, creating waste.
Packing tape was applied directly to wood finishes.
Grace actually packed a box of their own packing tape!!
I would advise anyone considering using Grace Removals to read these reviews and consider their options, if they value their money and goods.

Move size: 3 Bedroom Home Service cost: $18000

We relocated back to South Africa in March 2020 and then Covid hit the world, as we were sharing a container with other people our shipment was put on hold as one of the travelers were unable to get back into South Africa, which is totally understandable. We were then penciled in for our shipment to depart on the 25th of September 2020. On the 29th of September I didn't hear back from Emily at Grace so I emailed her to follow up, she said she was going to follow up with their Sydney office and just never EVER bothered to come back to me! I sent her 4 emails and she totally ignored me! I finally got hold of her manager Jim Petersen, who said he was sorry and would then follow up on his side. He also just didn't bother emailing me back to say that he would get his manager to revert back to me. I then received an email from his Branch Manager in Perth, Rob Simms who sent me this apologetic emailing sorry he is in the wrong he should have got back to me, but one of his staff forgot to write down the code for our shipment and our shipment is now lost!! He said its a very manual process and they need to go through thousands of containers to trace ours, I was like REALLY??!! I gave him the benefit of the doubt and gave him last week to trace it or have some sort of feed back for me by Friday.. and guess what??!! no email from Rob ! I emailed him this morning and guess what it gets even better, he has gone on HOLIDAY!! WOW Grace Removals I am utterly shocked by your lack of customer service!! My husband and I have had to buy new things to replace our belongings in our container which were not necessary and we have a 1 year old baby too!! So here we wait for SOMEONE.. ANYONE to get back to us and just get our belongings back to South Africa which we have already paid for in full!

Move size: Partial Move Service cost: $7000

We moved locally in Sydney. Their brochure 'Removal' said ‘numbering item’ and ‘unwrapping all your furniture’, these didn’t happen. Their rep promised (with email confirmation) to put floor covering to protect the new carpet during the move, this didn’t happen. I needed to book the loading docks for moving because I live in a high-rise apartment. Grace confirmed by emails (more than one) that I only needed to book both loading docks for half a day. They came in a small truck and at the end they needed the loading dock for the whole day and more. The crew worked from 8-5:30 without a lunch break and they left without unwrapping all my furniture. One can imagine the quality of the service, the mess and the stress on that day. Their service delivery manager (Peter McDonough) called me and I explained the situation by email. It took him 5 days to reply in a few vague sentences. I emailed back with photos taken of the pages from their brochure ‘Removal’ and excerpts from emails. I haven’t heard from them ever since. I would give zero star if I can. We had had 5 international moves and never experienced such horror.

Move size: 3 Bedroom Home Service cost: $4300

Engaged Grace for an interstate move (ACT to WA). The process of obtaining a quote was great and took the time to arrange transport of my motorcycle. However, a day after everything was agreed and paid for, I receive a call from the contractor who provided completely different details. They advised that Grace had instructed them to deliver them on those dates despite the fact that Grace had provided completely different dates to me.

Tried to get in touch with Grace to rectify the issue only to learn that the sales consultant has gone on leave. Once you've paid, there seems to be bugger all support.

Not exactly the first impression I was hoping for. Whether I use them for relocating the remainder of my gear will depend on the outcome I receive.

If the details of the move change on the date the invoice is issued, AT LEAST CONSULT WITH THE CLIENT BEFORE A PAYMENT IN MADE.

Service cost: $1389

Moved from Melbourne,Australia to Vancouver, Canada. We were initially promised a delivery date of 28th of August. They kept saying the vessel was postponed, and only when I repetitively asked about our items.

Right now we still don’t have our items, and today I learned the departure is postponed again. They either lost my stuff, or they lied when giving the first estimate.

Avoid this company. I was told I had to act quick to get into the shared container that was departing soon. We planned our entire move around them. Now months passed and we still have nothing, we have to press hard to get any response, and the response is always more bad news.

Very unhappy with Grace, don’t be fooled by them. Don’t trust a word they say. Absolutely the worst experience. Please avoid working with this company if you value your belongings at all.

Move size: 1 Bedroom Home Service cost: $6000

It started very well with Grace Removals, but ended up being a truly disappointing and expensive experience.

My wife and I have moved with furniture many times before, e.g. Denmark>USA, USA>Australia and Australia>Denmark, so we know how things work and what you can expect and not expect.

Before the move:

Friendly, funny and competent service, and prompt answers to our questions. It all felt very safe with Grace and we therefore decided to move ahead with them, while turning down offers from slightly more expensive moving companies.

After this the warning signs started; very slow email replies, our contact person was always OOO, we couldn’t get time with Grace to understand and discuss our insurance needs, and a Danish referral Grace tried to contact to talk about his experience with Grace never replied.

Good thing was that we had paid AUD300 to get a specially designed casing to protect our most expensive and beloved furniture - a marble coffee table, bought for USD+2,500 in the US while we were living there.

During the pick-up move in Australia:

The movers were 3 hours late and didn’t give any notice about this. Only two men showed up and the 5 hour time pick-up estimate ended up taking closer to 10 hours. That meant that we got our cleaning appointment later in the day canceled and had to rebook flight tickets to Sydney. This despite that Grace had visited our place, took pictures and noted down everything we wanted to move.

Worst thing here was that our contact person at Grace didn’t care at all - which in that situation is very stressful and you can’t really do much as you have placed all your trust in them.

The move in Denmark and after:

We got our things back to Denmark, and a third party Grace partner moving company stepped in. We (my wife and I) ended up helping all day with carrying moving boxes to the fourth floor, again due to a miscalculation from Grace’s side re. time needed. We were completely exhausted by 10PM after a full day of moving, even though we had paid to avoid doing any work ourselves.

BUT THE WORST THING - our beloved marble table was broken into two pieces, and with no chance of repairing it in any way. And then we truly got to see the worst side of Grace. Due to a misspelling(!) (and we are not native in English) related to the marble table in the insurance contract, Grace refused to compensate more than AUD900. Grace didn’t even care about the fact that we had pointed out again and again that we really wanted the best protection of our marble table and we needed help with the insurance contract… Grace didn’t even offer to compensate us for the cost of the casing.

After a few emails about the marble table and insurance, replied by Grace in such a rude and arrogant way, they just stopped replying to our emails. So now we have a worthless marble table, AUD900 to pay for a new coffee table with cost and shipping cost well-excending USD3,000 - and tonnes of frustrations and the feeling that we got tricked.

It’s not about the compensation, but it’s the feeling of disrespect and ‘Goliath against the Giant’ with even the best arguments not being enough.

It is the worst feeling ever, and we can therefore with all of our hearts, travel experience and manners recommend that you stay far, far away from Grace Removals.

Feel free to contact us with any questions, we want to make sure you don’t experience the same as we did; jacobtaumer@gmail.com

Move size: 3 Bedroom Home Service cost: $10000

I am kicking myself for not reading these reviews before signing with Grace for our move from Australia to the US. I was sucked into the local boutique service but I agree with everyone that once the deal is signed the service is appalling. Our house was packed up in early August so that it would arrive a week after us in September. The packing process was less than impressive but it just got worse. I had to chase the agent about whether our shipment had set sail. Delayed response only to be told sailing was cancelled. Apparently the next available was mid September and it would cost us even more! We lived the next 6 weeks in an empty house. I again checked with agent everything was OK for the sailing in September, again a delayed response only to be told a week later it had been bumped again. Communication was terrible, eventually after conflicting information I was told the container was loaded and was given a tracking number. I have been tracking the shipment and it has been delayed several times. Now expected mid December... 4 months after we packed the house and 3 months after our arrival in the US. No communication from grace about the delays. I have had to chase hard yo get any response. At this stage we just want our belongings. I'm now dreading what state it will be in after reading the packing review. Never ever use this company!

Move size: 4 Bedroom Home Service cost: $17000

Grace moved my house contents from Lismore NSW to Adelaide in Dec 2020. Apart from some damage to a tree at the delivery storage site, requiring services of an arborist, which Grace paid for, all appeared satisfactory. Having moved my contents back to NSW and starting unpacking it is only now, 12 months on, that I am discovering a number of items missing, including the support timbers for a bed. As the contents for the return move were checked at pickup and on delivery, I am left with the conclusion that items went missing during the Grace move, most likely at transfer between their transport trucks.

One year on I realise there is little chance of any claim against Grace. As far as I can estimate it will cost somewhere around $1000 to replace missing items. I initially gave Grace a favourable review which I now withdraw, and only wish I had seen this feedback forum before I engaged them. My recommendation is, avoid Grace at all costs for moving house contents.

Move size: 3 Bedroom Home Service cost: $4070

This company let us down from beginning to end. The move from Brisbane to Sydney resulted in multiple pieces of furniture smashed and most distressing for us, there were boxes that just never arrived. We lost antiques and priceless family heirlooms. Management took so long to follow up with our concerns and the answer we received after 6 weeks was "we don't know where your belongings are; maybe went to Vinnies".

I cannot stress enough how unreliable, unprofessional and expensive Grace removals was. Never use this company.

Move size: 3 Bedroom Home Service cost: $10000