Grace Removals Group

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

I chose Grace to move my 2-bedroom house interstate, as I had been recommended by several people. Unfortunately, they misquoted me, charging me an extra $670 after pick-up, which was a nasty surprise. After disputing this over email, I was 'ghosted' and not reimbursed for the mistake on their part. Following this, when my goods arrived at my new home, my plants had died (though they had assured me they were able to move them), and a kitchen box was missing. As I was stuck interstate (due to COVID), I didn't observe the packing process. No itinerary was made for what was in that box. I recalled one or two items missing, and reported this, and was refunded a small amount. When a few days later I recalled another missing item, I was told I couldn't make any more claims, but would have to go through another insurance claim process because I "couldn't remember what was in the box" (that I hadn't packed, nor been given a contents list for. In summary, I was quite disappointed with Grace, and would not recommend them again.

Move size: 2 Bedroom Home Service cost: $5036

I used Grace to move cartons as PCL from Australia to Germany and the costumer service I received was subpar to say the least. I didn't receive answers for months and when I finally did I was twice provided with the wrong tracking number for the ship. I was originally told the shipment would take around 3-4 months and after 7 months I am only now receiving my boxes.

I can perfectly understand that there might be shipping delays or container shortages but none of that was communicated and most requests for updates were ignored. And the fact that they couldn't even provide me with the right ship number is beyond unprofessional.

Move size: 2 Bedroom Home Service cost: $1600

We had one company pull out on us two weeks before we needed to move, so went with Grace as they are expensive but are supposed to be the best. The initial consult, organising and agreeing was smooth, friendly and assuring. Which is a shame with what ensured.

We had issues not long after we had paid the deposit, from pickup order of items being incorrect (we had 2 locations needed in a set order and the removalist on the day didn't have those instructions) to not being told they couldn't move a vehicle until we had already moved. Also costs involved to just retrieve items from Storage was not disclosed.

Revised cost amounts also after job accepted for pet relocation.

Then on the delivery day which was organised 3 weeks in advance from storage they only delivered less than half the items, eventually came back with 1 worker which I had to help unload (no thank you from management), as well as canceling a pick up from our temporary accommodation on that day as well.

Several large items are now broken and unusable (cabinet, mirror, desk, animal enclosure), items in boxes packed broken etc & 3 boxes completely missing. Also some antiques and varnished items where not stored correctly and scratched/damaged etc. Also they placed their stickers over the varnished areas...

For their $5000.00 extra price to competitors it was probably the worst decision to ever go with Grace.

Move size: 3 Bedroom Home Service cost: $13000

Unfriendly, unhelpful, rude, cut corners and lazy! I chose Grace because of it’s name and reputation. What a disappointment and mistake. I paid nearly $6k for the worst service and move. I literally needed to project manage them the whole way. The guys were rude, lazy and unhelpful. They nearly left without my washing machine and half my contents in the garage. At the arrival of my new address, they couldn’t wait to leave without ensuring I was happy nor had they completed the services I had paid for! They even left all their afternoon tea-and lunch wrappers out on my verge for me to clean! Say’s it all. I’m stressed moving house and organising all the fundamentals associated with a move but now I’m running around picking up after my removalist!!! DONT USE. I’ve got a better service from hiring “two men and a truck”. SERIOUSLY - and for half the cost. Never again will I pay top dollar for Grace to move me.

Move size: 4 Bedroom Home Service cost: $5600

We engaged Grace Removals to move us from Palm Beach NSW to Trinity Beach Qld at a cost of over $15k. Pick up March 01 2022.

It took them 3 weeks to download after a quote of 2 weeks and then when they downloaded we discovered that what wasn’t damaged was missing.

In fact over 20% of our goods were missing never to be returned.

After more than 3 weeks of discussions

we were directed to their insurance company which involved another more than 3 weeks of providing proof of damage and loss.

Eventually out of desperation we settled for half of our claim.

We would not recommend Grace Removalists to our worst enemy.

They are overpriced for the lack of service they provide and amateurish in their service.

What happened to the over 20% of our belongings that we never received ?

We will never know.

Move size: 3 Bedroom Home Service cost: $15500