Shelly Removals and Storage

I rang and booked a removal with a different company, but when our removalists arrived it was in a truck for Shelly Removals. They seemed not to really know what they were doing, and there was a lot of faffing about and I'm not really sure how our move took 7 hours.

The removalists also put a hole in the wall of the house we were moving out of. Despite my housemate seeing it happen, they pled ignorance when I asked about it. There was even a sticker on the damage that made it look like they had tried to conceal it. I asked them what I should do and they said to take it up with head office.

At our new house, we had issues with the meter box and had no electricity. The removalists asked me to sign for payment, which I did.. in a dim hallway. Despite me having asked about the damage to the wall, the removalists had noted on the page that there was no damage caused by them. They did not tell me about this. I had to request a copy from the office to find out.

When I rang to lodge my insurance claim, the girl who works in claims was supremely rude and unhelpful. She informed me that they would not honour our insurance claim, since we could have been the ones to damage the wall. This makes NO sense, given their policy that clients need to claim damage within 72 hours after the move. Why 72 hours if you're then going to say that the clients could have done it? They offered to pay a small sum as a gesture of goodwill, however, it was around 1/7 of the total cost of the damage.

The whole reason I didn't use someone off Airtasker or Gumtree was that I wanted good insurance - just in case. It cost me a LOT more than expected - in terms of the move AND my lost bond. In the end, I probably should have just used AirTasker.

Disappointing, stressful and expensive.

Move size: 2 Bedroom Home Service cost: $1700

DISGRACEFUL. DO NOT USE THIS BUSINESS IF YOU WANT A STRESS FREE REMOVAL. Over promise-under deliver. Got a call 45 minutes before they were due to arrive on the Mornington Peninsula saying they were running a little late because of an accident. After pressing them further and getting angrier with them they informed me the truck was still in Melbourne!! Their lateness put everything else way behind including picking up the keys to the new premises and having the power connected. (No Power over the weekend as a result of them!) I was really angry with them.  They arrived 2 HOURS LATE to pick up and the guys in the truck said they were late because they went to the wrong job first. When I pointed this out to the manger that there was no accident, she said yeah "an accident in the office." Now, who would believe that!  The guys eventually arrived in Melbourne after 7pm! Be aware, they will settle the bill with you with some of your stuff still being held on the truck, the manager said she did that because of the way I spoke to her while waiting for them to arrive for the pick-up. The guys said it was company policy. So you have to ask, why withhold some of the customers possessions until they get paid. Two statements made by the manager contradicted by the delivery guys. .

Service cost: $750

We only moved a couple suberbs out, but due to past experience with movers we did our homework this time and chose Shelly after receiving a warm recommendation from a friend.
Initially we estimated about 8 hrs of labour required. But Shelly exceeded all our expectations. They got the job done within 6 hrs only! All of our belongings were handled with great care, zero damages. Definitely my movers of choice.
 
Thanks for the great service shelly!  .

Service cost: $450

Based upon reviews (which I now very much question!), we used Shellys services. Unfortunatley they stood on an item and broke it.  I don't have a problem with that as accidents happen.  However to be dishonest about it and hope I don't realise is not great! I contacted Shellys 3 days later (Tuesday), to inform them.  They said tehir removalist 'don't recall' breaking it and so the matter is closed!  Well, it was me and the 2 removalists in the house.  They were the only 2 to go into the study and move the desk out, which is where they stood on my drill (which I had used 30 mins earlier to dismantle the desk for them) which was plugged into power.  My fault for leaving it on the ground.  But to stand on it, break it, and simply leave it there and not tell me is really something!  As I said, if they were honest, I would have let it go, but to not be honest about it has been disappointing.  When I stated that I will warn others through negative feedback, I am told they will be speaking to their lawyers if I do!  What, trying to bully people over a $150 drill??  While these tactics may prevent others from leaving negative feedback, it does not bother me.  I have the emails to prove it.  Looking at other reviews, they experienced the same tactics. So, as long as you don't have any items damaged, you should be ok.  However, be warned if damages occur..  .

Service cost: $1000

Upon receiving an amazing service from Shelly on my move, I was excited for them to move my girlfriends home too thinking we would be impressed again.

The experience was night and day I'm sad to say and Shelly really dropped the ball on the second one. It seems obvious now looking at these reviews of excellent and terrible and I now know why they don't allow comments or reviews on their facebook page.

In trying to rectify the situation, Shelly aren't very interested now that they have our money.

Such a shame and a let down to their staff who do a great job, fingers crossed they realise and work for someone else.

In short, the move was for a 2 bedroom apartment, moving 2 blocks (same street), move did not start or finish on time. Cost almost $900!

They've said it was a hard move which I can state that it was not as I had moved the bulk of the heavy boxes myself in previous days. They had 3 guys so it should have been a breeze.

If you're a man then the guys will show up and do a great job, but it seems that if you are a woman on your own they will take advantage and milk you for everything they can.

100% AVOID.

Move size: 2 Bedroom Home Service cost: $874

I along with the previous review am totally disgusted with the service of Shelly Removals and am so infuriated I felt the need to let others BEWARE!! Three guys rocked up for the move. I was quoted for three men (all fine). All was going well until the "Boss" an Indian man required payment way way above the quoted price. He had the audacity to want to charge Toll Fees of $28.00 (never even drove through to.ls) as I followed the truck!! Then wanted to charge extra $30.00 for wrap. (I was never told of this cost). Then calculated the hours adding an extra 1 hr. He became very aggressive when challenged why the "extras". Kept adding more as he went along. In the end after a very heated conversation he was given OUR calculated amount in cash. He was trying to get $200 more out of us. We simply refused. He then told the other boys unloading the truck (who I might say worked very hard) to hurrily unload a buffet (last item left) and dumped it literally on the back porch and took off in his truck. I followed him up our driveway banging on the side of the truck asking him to finish the job!! No way he just drove off!! Rude, arrogant pig and tried to rip us off. Totally unacceptable behaviour. Pllease do not bother using these removalists EVER. Still most upset today with what happened yesterday. We had to get my son to come over to assist with lifting this heavy buffet inside. I phoned their Head Office and was told to put my complaint in writing which I will do. Please be eware of these DODGY removalists. To the two young lads who worked very hard yesterday 17th Jan do yourselves a favour and find another more reputable company to work for who appreciates you.

Move size: 3 Bedroom Home Service cost: $636

After comparing various email quotes I re contacted Shelly Removalists and asked them to come and provide a written quote after viewing the job. The sales lady was just lovely so friendly and so reassuring that the job would be done to suit my time requirements and needs. The job involved packing and moving 4bedroom, study, 2 living and out door furniture. I had a quote from a reputable company in the area $2600 and explained to Shelly Removals' the price I had been quoted, I was assured that they would be able to provide a better service and should easily beat the price. When I asked for a written quote I was told to go for the hourly rate as it always worked out cheaper than a quote. Well they did the job, the guys were great (bit slow) but the bill was $3807 a whopping $1200 more than  the other quote. Its now two months later I have tried tirelessly over the last two months to come to some resolution with the company : phone calls have gone by not returned , emails have been short and abrupt , the manager as been rude and defamatory and constantly questioned my integrity. The Manager refuses to support the sales persons word even though when I have talked to the sales person she reinforces and restates our conversations. Of the $3807 charged  $748.50 was packing material eg boxes, paper and tape.  I have been granted a $75 refund for the return of over ninety boxes(many of them second hand) and now they are threatening me with legal action for writing  poor reviews. Dont use them .. warn you family and friends.

Service cost: 3800

Dear Shelly team I just thought I would put in writing exactly how impressed I am with every aspect of our move. People are so quick to tell others what they are doing wrong.   Your team has been amazing - Janelle's customer service is absolutely fantastic. Pleasant, flexible, and incredibly helpful. She bent over backwards to help us get through a difficult settlement period with our new house. She is a real gem. But also the other lady I have spoken with in the office (sorry, I didn't catch her name) was lovely. Fong and his guys was equally great. Careful, meticulous and very very efficient. And how they managed to fit everything into a small truck is a mystery to me! They must be very clever at playing Tetris ;-)   In short I have nothing but praise for the Shelly team, and I will recommend you far and wide. Also, please feel free to put my comments and name on your website/ facebook.   Thanks again! Rebecca Cattermole (Dixon St, Malvern to storage and then storage to Spring Rd, Malvern. May 2013).

Service cost: 2000

We went with shelly,s to move over the weekend and while the two movers (the ones who did the literal heavy lifting) where great, they also had a "Boss" with them. He was aggressive and actively stalled them from moving increasing our cost, he also tried to change our rate from 104 an hour to 150 and hour. He then asked if he would like them to wrap our bed at an extra cost of $12 which we agreed, he took this and ran with it, wrapping everything we owned charging us a further $90 for all the wrappings. Half way through the day, they broke a pedestal fan we owned and later denied this saying it was like that when we got here. We finished the day saying we are going to complain and he said im the boss so good for you. I am one who has never given a 0 star ranking an im happy I was there as if it was just my fiance she said she felt very intimidated.

Move size: 1 Bedroom Home Service cost: $443

Scammers!
The company will send a larger truck than you ordered, in our case we ordered a 6 tonne and a 16 tonne arrived. They mention that it's all they had available and it won't affect the bill. While packing they start wrapping with additional materials. I even commented on it being strange and I had not experienced it before. At the time they told me it was standard practice to ensure the client’s possessions are not damaged.
The scam then starts towards the end of the unload, workers will empty the truck to around 2/3's of your possessions and then produce an invoice saying that you used more space in the truck than you ordered and they would have to charge you. In our case we were well below the 6 tonne amount as we had recently moved in a 6 tonne truck.
They add additional cost for all the wrapping they used without your consent too and say they deemed it necessary to protect your possessions. This differs from what is said at the start about it being included.
You are then held to ransom for the remaining 1/3 of your possessions in the back of the truck until you pay. If you refuse they will either continue charging at the stated hourly rate until you do or will close the doors and leave with your possessions and charge you a warehousing fee per day and/or sell them.
AVOID AT ALL COSTS!

Move size: 2 Bedroom Home Service cost: $1200