1 reviews | Active since Sept 2020
Avoid at All Costs – Costly, Careless and Unprofessional
My experience with Biddulphs was unacceptable from start to finish and resulted in financial loss, property damage, and significant stress.
They were the most expensive quote I received, and I chose them expecting a professional, well-planned move. Instead, I experienced poor coordination, delays, negligence, and zero accountability.
On the day of the move, the team arrived late and with a truck that exceeded the size restrictions clearly communicated at booking. This immediately caused issues with the estate I was moving from. Despite having eight workers, the team was extremely slow and inefficient. Packing only started around 10:00 and only finished at approximately 16:30 for a three-bedroom house.
The supervisor on site showed a complete lack of urgency and control, and consistently gave incorrect updates on progress. I had clearly communicated that the new estate has a strict 17:00 cut-off, yet this was ignored, making it impossible to complete the move.
As a direct result, we were left without accommodation for the night, without access to essential belongings, and had to make emergency arrangements. We also lost a significant amount of refrigerated food due to the delay.
Management was unhelpful and unresponsive during a critical time. I requested simple written confirmation for the next morning’s delivery time, as required by the estate, and this was refused. Instead of providing solutions, I had to continuously follow up while dealing with a situation entirely caused by their team. I was also told a partial cost subsidy would be provided, but since completion of the move there has been no follow-up or communication.
The following day, the situation worsened. Furniture was handled carelessly, resulting in damage to both my belongings and my newly built home. Walls, the staircase, and fixtures were damaged during the move.
The damage includes (and this is only a portion of what was affected): • Study desk dismantled with parts lost, leaving it unstable • Custom-made furniture chipped and damaged • Fridge dented despite clear handling instructions • Mirrored bedside units cracked and chipped • Structural damage to walls, staircase and fixtures
Boxes clearly marked as fragile and “do not stack” were ignored. They were stacked, flipped on their sides, and carried carelessly, resulting in further damage. The company also states they do not cover customer-packed boxes under insurance, yet they handle those boxes with complete disregard.
This is not just poor service, it is negligence.
I have submitted an insurance claim, but based on the lack of accountability shown throughout, I have little confidence it will be handled fairly.
I would strongly advise against using Biddulphs. Paying a premium price does not guarantee professionalism or care. In this case, it delivered the exact opposite.
If you value your possessions, your time, and your peace of mind, do not use this company.
I categorically dispute your version of events. No pre-existing damage was recorded on any documentation presented to me prior to loading. I signed your paperwork in good faith on that basis and I remain in possession of those documents. Crucially, after the move and once the damage became apparent, I formally noted the damages on your documentation. Your on-site supervisor reviewed, signed, and provided me with a copy. This is contemporaneous, signed acknowledgement by your representative that damage occurred during the move and was not pre-existing. In those circumstances, your current position is internally inconsistent and untenable:
- If damage was truly pre-existing, it should have been recorded before loading. It was not.
- Your supervisor subsequently signed documentation acknowledging damage after the move.
- No objection or qualification was raised at the time of signing.
- No evidence was provided to me during the claim process disputing these entries.
You cannot now rely on alleged “photographic evidence” that was never disclosed, never referenced at the time, and which directly contradicts your own signed documentation. The contemporaneous signed record by your supervisor carries far greater evidentiary weight than a post-facto assertion.
I have also submitted a formal insurance claim. At no stage was this claim meaningfully engaged with or disputed with supporting evidence. Raising new allegations only in a public response further reflects a lack of transparency and proper claims handling.
I must also address the conduct and competence of your team. The handling of my furniture and property was negligent. I was forced to repeatedly intervene to prevent further damage to both my belongings and my home. That is not the role of a customer. It is the responsibility of a competent, trained supervisor, which was clearly lacking.
The supervisor failed to control the team, fragile handling instructions were ignored, and damage occurred as a direct result of poor handling practices. This is not an isolated issue but part of a broader service failure.
With regard to management, your branch manager/director initially refused to provide written confirmation of timeous delivery for the following morning, despite this being a requirement from the estate. This directly contributed to the disruption, additional costs, and the position I was placed in overnight.
For completeness, any apology made on the day must not be misconstrued. It occurred in the context of an already escalated and stressful situation caused by your team’s delays and lack of control. It was not an admission of fault and does not alter the factual record.
It is also important to note that I would not have escalated this matter publicly had there been any proactive after-service or attempt to resolve the situation. Instead, there was no meaningful follow-up, no accountability, and no resolution.
Your response does not address the broader service failures, including:
- Late arrival and incorrect vehicle size
- Significant delays preventing completion of the move
- Being left without accommodation and incurring financial loss
- Mishandling of items and damage to property
- Failure to follow through on commitments post-move
On the facts, supported by your own signed documentation, the position remains clear.
I remain open to resolving this matter through the appropriate channels. However, that requires a good faith, evidence-based engagement from your side.
I categorically dispute your version of events. No pre-existing damage was recorded on any documentation presented to me prior to loading. I signed your paperwork in good faith on that basis and I remain in possession of those documents. Crucially, after the move and once the damage became apparent, I formally noted the damages on your documentation. Your on-site supervisor reviewed, signed, and provided me with a copy. This is contemporaneous, signed acknowledgement by your representative that damage occurred during the move and was not pre-existing. In those circumstances, your current position is internally inconsistent and untenable:
- If damage was truly pre-existing, it should have been recorded before loading. It was not.
- Your supervisor subsequently signed documentation acknowledging damage after the move.
- No objection or qualification was raised at the time of signing.
- No evidence was provided to me during the claim process disputing these entries.
You cannot now rely on alleged “photographic evidence” that was never disclosed, never referenced at the time, and which directly contradicts your own signed documentation. The contemporaneous signed record by your supervisor carries far greater evidentiary weight than a post-facto assertion.
I have also submitted a formal insurance claim. At no stage was this claim meaningfully engaged with or disputed with supporting evidence. Raising new allegations only in a public response further reflects a lack of transparency and proper claims handling.
I must also address the conduct and competence of your team. The handling of my furniture and property was negligent. I was forced to repeatedly intervene to prevent further damage to both my belongings and my home. That is not the role of a customer. It is the responsibility of a competent, trained supervisor, which was clearly lacking.
The supervisor failed to control the team, fragile handling instructions were ignored, and damage occurred as a direct result of poor handling practices. This is not an isolated issue but part of a broader service failure.
With regard to management, your branch manager/director initially refused to provide written confirmation of timeous delivery for the following morning, despite this being a requirement from the estate. This directly contributed to the disruption, additional costs, and the position I was placed in overnight.
For completeness, any apology made on the day must not be misconstrued. It occurred in the context of an already escalated and stressful situation caused by your team’s delays and lack of control. It was not an admission of fault and does not alter the factual record.
It is also important to note that I would not have escalated this matter publicly had there been any proactive after-service or attempt to resolve the situation. Instead, there was no meaningful follow-up, no accountability, and no resolution.
Your response does not address the broader service failures, including:
- Late arrival and incorrect vehicle size
- Significant delays preventing completion of the move
- Being left without accommodation and incurring financial loss
- Mishandling of items and damage to property
- Failure to follow through on commitments post-move
On the facts, supported by your own signed documentation, the position remains clear.
I remain open to resolving this matter through the appropriate channels. However, that requires a good faith, evidence-based engagement from your side.