Grace Removals Group

I had a lovely lady who was so efficient helping sort my move from ,Bundaberg Qld to Blenheim NZ Until the lady left. Then it went to the dogs.

Removal’s arrived 3 hours early, no notification.

Removalists did no bring boxes gear to pack my stuff.

Removal’s used some of my packing before going back to pack it properly, now there’s a laugh.

Jewllery missing damage to a few items and no responsibility.

Arrived in NZ, not to be unpacked as was told.

On my unpacking I found flowers crushed and broken that had been packed by (I don’t give a dam )in with books no packing around them.

Records again, no packing around, left to free float across the pacific.

Used my well and truly worn box only for local removalists to have to repack it.

Who packs a big fry pan in with photo albums? The same idiot who packed my plates in with my kilt, very professional job that Grace.

Claimed insurance,as covered for $6000 they said, saw me coming for sure. Very reassuring until you want to claim.

Goodsales technique that Grace dangle the carrot to get a bite.

Contacted Wellington office, sent photos, they looked into it.

When insurance gave me the run around and called me a racists.

I contacted to Wellington and guess what! another lady has left again.

She contacted various departments over a week ago who have not bothered getting back to her or to me.

Now that says nothing but total lack of communication, respect or responsibility of me as a paying customer or to your staff.

Insurance said I signed once packing had been done iWRONG WRONG

PACKED BY GRACE AT THEIR DEPOT IN BUNDABERG.

Items were supposed to be unpacked for me but I was told that that was not the case.

I was going to use Grace for my return to Australia but unless I hear a favourable reply I won’t be.

Grace as a consumer you are failing at meeting a my Consumers rights.

I know staff can do the wrong thing but who ever packed was a two man job one done well, but the most by Half Harry and who certainly wasn’t supervised.

Photos have been sent to Wellington.

You packed my gear at your depot,

Result stolen or lost item and damaged.

Not by me but by Grace.

I’m furious

Move size: Partial Move Service cost: $1400

I am in the process of relocating from Sydney to the UK. This is my 6th international relocation, and first time using Grace.
The service level once they have your money quickly evaporates and the costs for anything additional are astronomical. I was charged over $AUD200 for second-hand "special crates" for two pictures. The crates were noticeably absent on the moving day. I will be keeping a close eye on whether they are present when my goods finally arrive (..more on that later).
Additionally, I received no confirmation of the moving date from Grace, despite emails on my behalf to confirm. They relied upon the driver to call the day before to request a confirmation.
I also received no follow up to check the move had gone well. So essentially after my representative took the money, I heard nothing. So much for end-to-end service and an "effortless" move.
But the absolute clincher was that Grace failed to complete the customs documentation. I was only made aware of this by the third party removalists in the UK.
When I asked Grace for support they sent a website link, no explanation of what was going on, or why the forms weren't complete or how to expedite them. Then radio silence.
Fortunately the third party company explained what was required, but also explained that I would now have to wait several additional weeks for delivery of my goods.
The issue being that I have now moved into an unfurnished apartment with no furniture, crockery, personal items, vacuum, hairdryer, television, linen. I did this because I was aware that my goods were due to arrive around the 6th of June.
There was still no response from Grace Removals, despite my additional email requests, on which I included customer service (good luck with trying to find that email address on the website!).
After making a public complaint on Facebook, my representative responded claiming they had mentioned that I was required to complete the customs documentation myself when they came over to do the quote (there is no written documentation to support this, no follow up to ensure it happened and apparently an expectation that I would then get in touch with Grace's outsourced UK provider with the reference number to clear customs!).
All the while, I had paid Grace to manage the customs process. This is standard with all international moves I have undertaken, and outlined in Grace's marketing materials and service agreements.
I was then given a bogus excuse that all transferees to the UK are now required to complete a form online, implying that Grace was unable to do this for me. The form needs to be mailed or emailed and so there is absolutely no reason why Grace is unable to complete this form on behalf of the clients who they are charging for this service.
I have now not heard anything further from Grace.
Given the experience so far, I am filled with dread as to whether my goods will actually arrive and what state they will be in.
This has been the worst relocation experience I have encountered, and also my worst customer service experience full stop. I suspect Grace realises that it is more difficult for international movers to take action when they don't deliver on their promises, and so ignore requests for support.
It is disappointing that Grace does not offer visible customer support service online nor any escalation process. If you get a poor representative managing your move, then it is bad luck.
I am sure that if Grace's senior management were aware of how appallingly the international relocation service is being conducted they would be outraged, as it reflects poorly not just on the company, but also the leadership and culture.
I would hope that someone in a senior customer service role would step in and actually try to resolve my current issues, however, I am not holding my breath.
As others have said DO NOT USE GRACE FOR INTERNATIONAL MOVES. There are far cheaper and more professional providers in Australia.

Move size: Partial Move Service cost: $6000

Consignment approximately 1 cubic metre. Should have only taken around 14 days from pickup to delivery time.  No contact from Company after 3 weeks.  Emailed Victoria and was told that local office had been trying to contact me. Rang the local office who didn't know anything about it. They checked and then I was told the goods had arrived approximately 2 days before.  On making arrangements for delivery I was then told the consignment was held up in Adelaide and they would be arriving the following week.  When contacted the following week to say goods had arrived I advised that I would be out up until a certain time, only to receive a call whilst out to say the goods were on the way to be delivered.  Paid full rate, not backloading, so not happy re delay and lack of contact once goods were picked up.  Very happy with pick up and delivery staff .  Would think twice before recommending or using Grace again.

Service cost: $1076

We were absolutely screwed over and are having to sue them to get our belongings delivered. They said we hadn't paid for a door to door service which we had. We are now $1400 out of pocket for having to pay twice for delivery. They are unprofessional and unethical and anyone using them will need to be very careful indeed. We are very upset and angry about how we've been treated by one of the supposed best and biggest removal companies in Australia. As if it wasn't stressful enough and costly enough of a process without being treated badly as well. We would advise people to look elsewhere!

Service cost: $5000

Having been booked for 8:30 am the trucks finally arrived approx 11:00 am. Lead hand then proceeded to do an inventory, (without any list supplied by me to check against),while the other two men stood around. (Might add he never looked at it again, so don't know why he bothered). Then time for a smoko break. Truck loading finally commenced approx 12:30 pm. After many smoke breaks, the smaller truck with 2 men proceeded to pack up at 4:00 pm and drive back to Albany (85 km) despite my having been assured that the men would have swags and be camping on the job. By this stage only half the load had been loaded. The leadhand continued to pack for another hour.
First day - late, disorganised and knock off early.
2nd day - equally disorganised, failed to load a large amount of the items they were supposed to carry. Claimed we had reached the booked number of cubic metres, yet hadn't loaded what I had listed.
Off loaded items at the wrong location, ie items for the shed into the house and vice versa, despite all the boxes being labelled. Were not equipped to handle the piano despite this being a special requirement of the booking. Smaller truck had leaked, 10 cartons of wool knitting yarn stock damp. 1 large bag of clothes saturated. Only good thing, the clothes probably saved more of the cartons from getting wet. 2 books in an antique set of children's encyclopedia damp. Devalued.
Recommendation to others - Don't use Grace Removals of Albany. Spot On Removals in Albany do a far better job at a better rate and at least they carry what they are contracted to do.

Service cost: $5000

I moved from Sydney to the Gold Coast and had my items in storage for a number of months. The office staff at both Seven Hills and the Gold Coast were very helpful and the Gold Coast team particularly tried to assist with my lost tool box.

The removalists in Sydney were an excellent team and the men at the Gold Coast were also good.

Minor marks on my good furniture were repaired very well by an experienced french polisher through insurance.

The problem arose when I found out my box of tools was missing. The insurance company fell slightly short of accusing me of lying. I had signed that I had received my goods (at the time commenting to the men that I had not counted the items but I thought they would all be there). WRONG!! I had 297 individual items.

In the end out of the goodness of their heart the insurance company decided to give me $500 which did not cover all items so I managed to get them up to $750. As I am finding out this still does not cover all items.

I will give you this advice if using Grace Removals - or any removalists actually:

1. Number your boxes and list thoroughly the important items.
2. At the time of collection the team put stickers with their own reference number on each item. MAKE SURE YOU CROSS REFERENCE THEIR NUMBERS WITH YOUR NUMBERS.
3. Make sure you stand at the truck and tick off all items as they are removed from the truck. It will slow the process down a bit but better to be sure than sorry.

I had chosen Grace - even though they were expensive - as I thought they had been around for a long time and would be reliable.

Tools can be replaced however the tool kit was put together by my husband for me just before his death. So sentimentally this cannot be replaced.

Goodness knows why they do not have an electronic scanning system.

Susan.

Move size: 2 Bedroom Home Service cost: $9812

I moved on the 8th of December for 10 km and it was the worst experience ever.
Except for my furniture, most of my staff was left behind(we are still moving)despite paying $6192.
I was charged $960 for crates for 3 marble pieces of furniture that I was supposed to keep and reuse if need may be, which I don't have.
My fridge was broken on the transport.I was told that we have a replacement warranty but Colin started to shout at me that I should have read what I signed for and that repair warranty. The fridge was only 1 year old and was still under the manufacturer warranty.Because the technician could not prove that the fault was caused by the removals, the manufacturer was supposed to cover(still waiting).
I would never recommend to anyone to go through the level of stress that I encountered with Grace.

Move size: 4 Bedroom Home Service cost: $6190

After using Grace International to move personal items from to Melbourne (Australia) from South Africa, I can only express horror with respect to choice that was recommended. Apart from items arriving ( a few damaged) one item in particular was missing. The item being a laptop in a laptop bag with various remote devises for audio and television appliances (as included within the cargo)..someone within the company decided to help themselves to our items. To compound the issue apparently investigated and simply responded by saying that I should claim for loss from my insurance. As a moving company's it is for Grace International to collect, transfer and deliver entrusted items in good order. An insurance claim is for the unfortunate event and not to simply walk away from accountability to which I define as stolen items by the company. I would definitely not recommend Grace International (as appointed by Elliot in partnership) to be given the responsibility of anyone's move as they clearly cannot be trusted and may damage, steal or plunder your items..

Move size: 1 Bedroom Home Service cost: $3000