White and Company

I can't speak highly enough of the service I received from this company when I moved from Sheffield to Portsmouth. The teams at Knaresborough and Portsmouth are amazing. My purchase fell through 2 days before I was moving and White and Company were brilliant! They organised storage at the depot nearest my new temporary accommodation and dropped off some of the items I wanted to take with me. The quick reaction to my new requirements was excellent and everyone, from office staff in both depots to the removals and warehouse team in Portsmouth were so very helpful. I have no hesitation in recommending this company, their customer service is second to none.

Move size: 2 Bedroom Home Service cost: £3000

This is the second time we’ve had to use Whites. The first was an international move (Falklands) and the second within UK. Unfortunately this latest move was even poorer than the first. Whites successfully managed to damage, chip, scratch or break (a leg was actually broken off a dressing table) almost every piece of furniture, some of which were very expensive. Packing was absolutely appalling and little care, attention or respect was given to our belongings; it’s a miracle more wasn’t destroyed. Whites were in denial of our direct feedback, insisting they were a great company with highly skilled workmen, and just directed us to claim off our own insurance company. Very poor professional and customer service, avoid at all costs if you have a choice of who to use.
(NB please note service cost has been approximated based on prior knowledge given White and Co were contracted through an intermediary company to provide our service).

Service cost: £4000

The delivery destination at the top of this is wrong as USA is not an option! Having had an excellent experience with someone from the department dealing with stuff coming into UK I used the company for our shipment from UK to USA. I wish I'd read the reviews on this page, might have not made that decision. I've done 5 international moves in the last 15 years so I know what's what and have reasonable expectations. So what went wrong The estimate was wrong in terms of volume The people who came to pack were under equipped with materials and transport. They were careless, slow and used more packing material than necessary. The inventory they wrote was worthless, the cutlery was in a box marked pictures!!  They stuck packing tape directly on to antique furniture. When the stuff was assessed in the warehouse the volume and therefore price were double what was quoted. When I complained they "remeasured" it and surprise, surprise it was wrong the first time saving me 600 pounds. The shipment was delayed some poor wretch in the admin department told me that "somehow it got across my desk without me seeing it". The agents in America were even more useless, damaged some furniture in the partial unpack, I'd paid for a full unpack but the guys were so inept and hell bent on getting back to NYC I let them go. They failed to deliver 3 boxes and argued with me when I said they had not been taken off the lorry, promised they were in the house - they weren't. After dealing with a guy in the regional office I've now taken my complaint to HQ; after 4 days they have not even acknowledged it. Do yourself a favour and avoid White and Co to do your removal.

Service cost: £4000

The removal from Maidstone was due to be completed over 18th & 19th July with the items being delivered to Dorset on 19th July PM.
However, due to issues with the ‘chain’ this had to be amended and did not happen until 21st July.
On 18th July two removal men from White & Co. arrived to ‘pack us up’ – I was informed by one of them, ‘there should have been three of them but one had gone sick’ – and from the comments they made put the two men under pressure to pack the items in the time they had. One continually complained about the time given (in fact he spent the first 30 minutes complaining about White & Co.) He felt three days should have been allowed to move from Maidstone to Dorset – (he also complained about taking the motorbike due its size and continually criticised the salesman) – although he did take great care in loading my bike which I duly observed.

It is also noted that items that were loaded were not protected against damage I.e. the two sofas were loaded on their ends (a large foot print is visible on the side of one of the sofas!) without any protection, the plasma TV was covered with a blanket and not the proper TV packaging. This is clear that the items were hurriedly packed noting that there was a 30% reduction in work force and the fact that one of the packers commented that it was a ‘3-day job’ (at this point none of us were aware that we would not be moving to Dorset the following day)

It is also confirmed that I was advised that the plants, tubs etc. would be covered by insurance as your representative confirmed at the time of his visit – so I have no reasons to doubt otherwise and accepted this in good faith. I was also told that all items would be properly packed with the relevant protection for each item – clearly this was not the case – this is irrespective of whether the goods were delayed in delivery or not.

In the interim White & Co took everything to their Waltham Cross depot. I understand all items were unloaded from one vehicle to another due to the lorry that was first booked for the original removal dates was required elsewhere. For that reason, I have not completed section 3 of the attached form as I am not aware that any inventory was taken when the goods went to Waltham Cross if and when, items were unloaded. The additional premium was duly paid to cover the delay and additional costs incurred.

On 22nd July most of the household items arrived, at which point I was advised that the garden plants and tubs etc. were not on the delivery. Numerous phone calls later, made by myself, I was advised that these would not be delivered until 29th July. (I gather some of the items were still in Waltham Cross, the others in Winchester)

The delivery driver on 22nd July took numerous photos on his phone to show that these items were broken or damaged. I did suggest that someone from White & Co visit me on the same day to look at the damaged and broken items, but no one bothered to call me back.
(I had to continually chase to get anything done)

A lot of the items cannot be replaced as ‘like for like’ so match these as closely as possible.
With regards to the damaged Ducati ST3 motorcycle, this cannot now be ridden as it is unadvisable to ride without any wing mirrors, and as such, will need for the missing items to be fitted at home -there is also a paint chip on the fairing (this bike was in pristine condition) – this will also need to be repaired. (I was informed when I called Mike Lambert on 29th July that he had now dealt with this – but no one had told me – I expressed my concerns of the bike leaving my home and being in the ‘care’ of White & Co again– but he said if I didn’t agree then I would have to sort it out myself!
When I had previously spoken to John Coley he stated that he saw the bike that morning and the wing mirrors were on then – inferring that I was not being honest – the fact that the bike was unloaded with the mirrors in a plastic bag confirms otherwise!

Additional supporting notes to each of the items claimed:

• 1) Laura Ashley sofa finial’s – 5 out of the 8 are damaged 8 x £10.00 = £5.50 P&P = £85.50 claimed – SOFA BAGS WERE ADVISED BY REP.
• 3) Glass candle sticks – bought from IKEA - no longer made
• 5) Leather cleaner – left loose in box and leaked through the contents. Items were destroyed – removal man took pictures so this is a best ‘guestimate’ of the value
• 6) Denby serving dish, item no longer made – part of the ‘linen’ range
• 7) Standard lamp item no longer made – John Lewis where originally bought – nearest match attached
• 8) Clock – cannot get a replacement so similar replacement attached
• 9) TV LG plasma 50 inch – NOT BOXED OR COVERED - this has only been watched/used 6 times (the main TV appears to be OK – this can’t be checked as we have no SKY connection until 4th August) – again a similar replacement is attached
• 10 &11) Both pictures are originals – so cannot be replaced – so have estimated replacement value
• 12) Picture is an original, cannot find a replacement so value is based on original purchase price which was a gift
• 13) Microwave – packed on its end – no packing around….and rattles – hence I have replaced this already with a similar one – (purchased in a sale)

(all items have been photographed by David Hayes on his visit on 1st August – others are attached and further ones can be obtained by your removal team who unloaded the items in Dorset)

The hanging boxes – two were also smashed and the clothes just in a heap inside the boxes.

In a conversation on 29 July John Coley commented that had the items been delivered when they were due to be then this would not have occurred – the fact that the items were not packed as they should be would have made no difference – maybe the plants would not have been dead though.. again inferring it was my issue that we didn’t complete when we should have -which it wasn’t.

The amounts claimed for are certainly not excessive, but do reflect the genuine amounts needed to replace the items lost or damaged – as well as the amount of cover that was needed and for which the relevant premium paid for.

With regards to the garden items, these were duly delivered on 29th July. The water feature has been taken apart which it should not have been due to watertight connections. The plants - were mostly dead or in some cases ‘missing’ on arrival, and there were also 4 ‘bags’ of prize azaleas, rhododendrons, iris and cyclamen missing. (these were packed in bags with compost, watered and then put in larger bags – the one that arrived was fine) 7 terracotta pots were smashed – two missing. My prize Acer which is now some 15 years old is irreplaceable. Its leaves are crisp and pot smashed. Some pots only had compost in, which were dry (despite being told these had been watered!) – and the plants nowhere to be seen! Photographs were taken to support this. Again the delivery drivers continually apologised for the poor condition that the items arrived, as they could see how upset and distraught I was. I immediately contacted John Coley and Mike Lambert at White & Co to complain. Mike Lambert advised that these items were not insured as there was nothing in writing from them. I beg to differ having been told by their sales rep. Ben Jones that they were covered with my partner who was present who will also confirm that this was stated. He was more interested in taking his two weeks’ annual leave. I also contacted Ian Parker CE0 to complain. We entrusted our items to you in good faith and at NO POINT was I told the garden items were not insurable, I find it very poor customer relations and dishonest to at this stage point out the clause in the ‘very small print’. In fact, I was lead to believe there were covered by the sales rep.

I therefore wish to claim for the following:

• 9 (7 damaged 2 missing) terracotta pots – varying sizes from 4 inch to 18 inch - £400
• Missing plants - £300 (some purchased at Hampton Court and Chelsea flower shows)
• ‘Acer’ - £200
• Distress and inconvenience including mobile phone calls - £500

Again, these are very ‘conservative’ figures.

Your representative David Hayes came to see me on 1st August and has witnessed the damage as well as discussing the missing items. I have advised him, as I am you, that I only wish to be re-imbursed for what has happened I.e.…to put right the damage your company has caused, together with compensation for the increased stress that you have caused …i.e. I have not been able to use my motorbike now for two weeks……

As I am sure you will appreciate moving home is a very stressful experience and with all this to deal with as well, together with the delay that White & Co have admitted to, I trust that there will be some form of additional compensation for the clear distress, inconvenience and numerous phone calls from my mobile (due to the delays we were not connected to a mainline phone until 26th July – the calls alone are in excess of £40). I have not asked for accommodation on the night of 28th July which was spent sleeping on the floor as White and Co could not move us on that date (the delay is completion was not their fault nor mine)

After having to ‘push’ Mike Lambert – John Coley didn’t want to know – he also stated on one of my ‘chaser’ calls that Mike Lambert was far too busy to deal with my issues! He has now at last agreed to get someone from the Bournemouth branch to visit my home to investigate my claim – I did suggest to John Coley to arrange for someone to come on 29th July to supervise my delivery of pots (which are on the inventory and formed part of the items I insured for as was confirmed by the sales rep from White & Co), having had conversations with him during the week and fearing the worst that these too would arrive damaged, he refused – I wonder why?

I regret having trusted White & Co with my removal. I had used them four times in the past – the last being in the 90’s – never any issues, clearly the whole ‘process’ has been nothing short of anyone’s worst nightmare – I would NEVER recommend White & Co to anyone, and should I ever move again would never choose them – my past experience did not mirror the comments noted ‘on line’ from the feedback given by others who used their service, which were generally poor – in hindsight I should have taken those comments more seriously rather than rely on past experiences.

Service cost: £1600

White and co moved the previous home owners out and in the process somehow they managed to drop something down the stairs hence damaging the wall quite badly, ( Not something you really want to hear when moving in to your first home together) they admitted liability straight away, couldn’t not really, 1 phone call to their office I was informed “oh the manager who’s dealing with this is on another call” can I take your number and they will call you back, did I receive a call, OF COURSE NOT, second call and yep guess what he’s on the phone again same response I’ll get him to call you straight back to which I informed them they had actually said this last time I called, and yep you’ve guessed it AGAIN NO CALL back, we contacted our solicitors who we used during the purchase who then sent us an email saying White and co would call us the next day GUESS WHAT NO CALL!! it’s now been nearly 2 months since this happened with no contact at all, (Terrible customer service) are you hoping we will forget about it and just get it repaired at our own expense SORRY NOT GONNA HAPPEN, YOU did the damage YOU fix and pay for the damage, I would never recommend you as a removal company to anyone because the care and service is second rate.

Service cost: £1000

My move from Hampshire to the USA occurred 5 years ago. Due to moving around inside the US since that time, there were many boxes that weren't opened until a few months ago. I found there were several items that 'didn't make the trip'. I assumed these movers were bonded but obviously not. They broke apart my artists easel.Several ornaments were broken due to poor packing. My opinion of White & Co isn't printable but I advise anyone thinking of using Whites .. DON'T DO IT !!

Service cost: £5000

This was a domestic move. The crew came to pick up the contents of our home in snow on 19th March 2013 in Aberdeenshire and dropped off the household shipment in Cheltenham Gloucestershire in driving raqin on 22nd March 2013. The guys were top notch and I have nothing but praise for them working in the most appauling weather conditions. In every respect these guys were outstanding and great to work with. Based on my experience I would recommend White and Company unreservedly and would have no hestitation to use them again.

Service cost: £3000

This was the first time I had needed to use a removal firm and I really had no indication of which company was the best to use. A great website in the end was the BAR website which recommends approved removers. This helped me narrow my choices down to a handful in my area who would handle an International move from the UK to Spain. I had everything ready packed in boxes so I was able to provide a very accurate amount of cubic metres/feet I needed shipping. Giving the same figures to three companies I received wildly differing quotations. White and Company did not give the cheapest quote, however what was more essential to me was the collection date. Without agreeing to the quote or putting a deposit down or anything, White and Company were the ONLY company who could check their moving schedules and guarantee the date I wanted for collection before I agreed to their quotation of around 650 pounds. They came on the agreed day as planned. When they say make sure there is room for their truck, REALLY MAKE SURE THERE is room as it is MASSIVE. The two guys who collected my things were very professional, they had all the paper work I needed and were very quick. despite them saying they would check and label all my items back at the depot, I made sure I did this myself - all items were labelled with my name, number, address of collection, address of delivery , item number ie. 1 of 10, 2 of 10 etc, and also a full inventory list which I attached to the biggest box. I flew to Spain, and a week later, all the boxes arrived in perfect condition. The kitchen box which I had written in RED LARGE letters all over it 'fragile' was fine and nothing was broken. the TV was in perfect order. Some boxes were upside down, but this was to be expected really and nothing was damaged as a result. Based on my labelling, I could count every item back in and account for everything. I was very happy and relieved with a good choice of company, excellent and continuous communication throughout with the Administration office, and all my things in Spain as I needed them. I would recommend this company to my friends.

Service cost: £660

Undedresourced packers managed to brake a number of items during packing. When arriving at destination they did not unpack one single box even though we paid for packing & unpacking service. Under any other circumstances I wouldn't have minded so much, but we had to move a week after my surgery & my mobility was restricted. Being left with the job they have been paid for left us very disappointed. Company offered compensation for damaged items but refused to deduct any amount charged for unpacking. That service was charged close to £1000.  I have nothing good to say about this company and it's employees as they were highly unprofessional & treated us as customers in a terribe maner. .

Service cost: £3000

This company had a booking for a move in July that they had held since February which was secure - I being a clergyman making a fixed move. The payment was guaranteed by the church. The payment was coming through the church office. Payment was said to be needed seven days before the move. Nineteen days before the move the company called and demanded immediate payment because they had another booking for the day we had booked six months ahead. The church could not process payment at instant notice and so the representative of whites became very unreasonable. Consequently the booking was cancelled and we went to Pickford who could accommodate our needs. Do not use this company. Especially if you are reliant upon a third party to be payng the bill. Whites and Company are NOT recommended for Methodist Church moves!

Service cost: £2090

NB, the move was to the USA, which was not an option when selecting Delivery Country.

My shipment did arrive eventually (not 6 weeks, not 8 weeks, but over 12 weeks but I wasn't in any big hurry), so that's the main mission accomplished. The estimator and the packer were very pleasant.

However, the packing job was very poor. There were only two boxes that I really needed and asked that they be marked especially carefully as I did not need to unpack anything else for some time. One was to be a box of bathroom things -- I found one item in a box marked Study and the others on the bottom of a box marked Photos and Files. The other important box was mislabeled as well. I had to open and look through every single box when the object was to have open only two boxes and leave the rest for another move in several months. In opening every box I discovered that my kitchen breakables were packed well, but items like computers, cameras and lenses were wrapped in tissue only. In many cases, items that I had separated in a box to indicate they should be packed together (eg box of framed photos), the packer simply picked up the box and put in another box without wrapping the individual items. If you decide to use White &Co, oversee the packing better than I did.

Additionally, the communication with the company could have been better. If you decide to use White & Co, I'd suggest being clear about the updates you expect to get, check documentation carefully and ask if you can get one person who is responsible for seeing your shipment through the entire process. I dealt with 4 or 5 different people,which was frustrating.

The delivery company on this end, Sea & Air, were fine.

Service cost: £1200

White and Co appeared a professional company during quoting, it was when they arrived to pack up the house we realised they were not.

They damaged £5000 of our belongings but would only compensate us for £1200 due to depreciation, ripping our bed frame which cannot be repaired and only covering the repair costs left us heavily out of pocket.

The movers had no care with our belongings. Hitting them on the pavement as they took them to the lorry, items dropping out of the lorry and they didn't even look to round or speak to us about it, it's only because we saw it happening.

They'd used an agency worker who told me he'd lost his last job for punching someone! Great when I have a 2yo running around.

They didn't have enough packing materials so couldn't protect our belongings properly.

They left after 5hrs on day 1 having only packed a 3rd of the house, planning to arrive at 9 the next day (leaving only 3hrs to pack up the rest) the numbers were never going to work for a 12 o'clock move but they ignored that.

They failed to pack the lorry properly so they had to complete 4 trips to the new house, good job it wasn't far! But it added more time and it took until 4pm to get everything out (we no longer owned the house from 12).

We called the white and co office several times letting them know the removal guys were not coping but they didn't help or support them. They said they would but then they left the office for the day.

The incompetence of the service led to the move taking 3 days (this was a 3 bed house moving 2 miles up the road).

We raised a complaint for all the issues but we didn't hear anything, so we contacted them again the following wk and they were surprised we were complaining.

The poor service seems to be standard from our experience.

Also their terms and conditions make it really difficult to claim for damage. You can only claim for items they unpacked, you must claim within 7 days of the move, you must prove the value, you have to provide 3 repair quotes for each damaged item.

These all made it difficult to claim and pull the info together, with no help from white and co it felt like a tactic to make it harder.

Service cost: £1500

First time ever I write a bad review, but the unprofessional service experienced need to be known about. The big problem with removal contracts are that the service need to be paid for upfront. Once they have your money, the professionalism and customer focus disappear. Due to poor organisation, our packing that was scheduled to last for 4 days fell behind schedule. Instead of extending the time, they rather resorted to bundling stuff into the removal truck for wrapping and packing at their warehouse. In the process, some goods got damaged. Items specified under the marine insurance was settled by the marine insurance company, but non specified items which were covered under limited liability as per the contract was not settled by White&Company as they kept on making a series of poor excuses every time I tried following up. Overall experience was one not to be repeated. Do take note of poor reviews, they tell true stories of peoples experiences.

Service cost: £7000

Do not use this company! We selected them due to their reputation as a big international company; they were the most expensive by far but we thought it worth spending the extra for a professional job. HOW WRONG COULD WE BE!! Firstly, they underestimated the volume of our house contents, so it could not all fit in the van, causing untold hassle with moving date. Secondly, they did not put enough manpower on the job, so items were packed in a panicked rush resulting in broken goods and damage to furniture which
had not been wrapped or protected in the van and so was scuffed and scratched, including speakers, designer chairs and desks. We did get some compensation, but it will certainly not cover the replacement of all the damaged items. REALLY WOULD NEVER RECOMMEND THIS COMPANY.

Service cost: £3500

I had three companies quote to move my household from Yorkshire to London, White & Company were the most competitive. From survey, to collection, to unpacking the team in Knaresborough were communicative, helpful and courteous. They arrived at exactly the time agreed and there were no issues with our packing. We were only a part load so fully expected to wait months for our things, but had them in a week. The guys in London who unpacked were thorough, careful and extremely professional - we honestly, couldn't have been happier.

Service cost: £540

I chose Whites as l thought being an international company they would be good..HOW WRONG COULD I BE!! Whites Forres took a full day to load belongings - breaks every 5 mins!! They were meant to tell Dunfermline branch that a smaller van would be necessary for final part of trip. This message was NEVER passed on. So the double lorry had to park in a layby and made nearly a dozen trips down the tiny single track roads they had already been warned about. In the process many item were lost, broken and new house was damaged in many places. We took photos and complained - BUT THEY ARE IGNORING US - SO WE WILL SUE/TAKE TO COURT - We haven't forgotten..PLEASE FOLKS SON'T USE THEM**.

Service cost: £1900

We moved from the UK to the channel islands using the packing and unpacking service. John and Ricky were on time and polite and took great care packing our items up. They were extremely helpful and worked around our young family. The previsit consultant had underestimated our belongings and they and we had to work hard to pack in the 3 days allocated.
On arrival in the new house there was only damage to a couple of minor items. A team of 8 unloaded the lorry- everything was unloaded in a few hours. This was quite overwhelming and not controllable. They stayed to unpack some of the kitchen and make the beds. Thankfully we then had a bit of time to rearrange and unpack some essential boxes before just John and Ricky returned the next day to help unpack. Again they worked hard and were very helpful.

Service cost: £4250

I was invoiced by White Removals stating the cost of removal, VAT and insurance. No insurance details were included. However, we assumed that to pay for insurance meant that if there were any breakages we would be recompensed. This is not the case.
One of the removal men knocked over a glass side table which was one of a pair and it cost me £375.
A form was duly sent to me to claim. I also sent a quote from a renowned furniture supplier stating the table was available for £379.
After 4 weeks I enquired as to what was happening. Whites got in touch with their insurers who eventually emailed me an offer of £175! The policy, I was informed was not New for Old!
We are now without a beautiful table, well out of pocket and no one is remotely interested!
Check with Whites before paying for insurance. We wrongly assumed the amount quoted with no details included would mean we would be well looked after.

Service cost: £737

The guys involved in the move were brilliant, very friendly and hard working. Couldn’t give enough praise!

The removals were carried out efficiently and quickly, with nothing broken or damaged in transit.

Negatives to note - small stain on couch which wasn’t there originally (possibly down to dampness from roof of hgv during storage). Also, clearer information on arrival / delivery times would be appreciated - felt like I was doing a lot of chasing.

Reputable company, recommended by me.

Service cost: £2500

In my opinion you should under no circumstances use this company.

Actually delivery was to Melbourne Australia but that option wasn't available above.

We experienced a disappointingly large amount of damage including antiques that were not appropriately wrapped (plates should be stood on their side not laid flat -its a basic principle of packing carefully).
We even had the manufacturers boxes of some items shipped to us empty while the items were boxed in with other items and damaged.
We had a lengthy delay while items sat around at their warehouse and they waited for a ship and container as opposed to other companies who pack directly into the container from your house (in hindsight a better choice). Nearly 4 weeks after pickup before the items were actually shipped was excessive and unexpected.

One of my bikes was clearly ridden while stored at the warehouse since I had meticulously cleaned all bikes and one arrived dirty (fortunately customs did not spot this). That shows a clear lack of boundaries around trust.

I have yet to pick up my car but wont be surprised if it is also damaged and possibly driven - though until I see it I cannot cooment unequivocally.

I wish we had not used this company The experience has been truly awful.

Side note - one individual unpacking for us from a different company in Australia when asked was this amount of damage normal said "between you and me - with some companies - yes" It was clear to me he meant this company though to protect this individual and his company I will say here that it was not definitively referring to White and Co.

Service cost: £8000