Never use Biddulphs to relocate

Sales

I discussed my requirements stating that I needed to travel on the day that my items were loaded. I asked if we packed the previous day, if loading would be quick enough the next morning so that I would be able to leave around 11:00 / 11:30 ish. I was assured that if we packed the previous day, I would be able to travel. I was assured of their quality and that I could trust that my move would go smoothly.

Ops

I had a verbal discussion with Ops when my booking was confirmed and I discussed my requirements about packing previous day and loading the next day so that I could travel to the Eastern Cape. He did not once in this conversation tell me that it would not be possible to do this. I was assured that loading would be quick. I was not told that it would take at least half a day to load my items. I received the booking confirmation email. It stated that you advise that I do not make travel arrangements on the same day. I rep**** to this email to reiterate that I need to leave early on the day of loading. No one from ops rep**** to that email to say that it would take at least half a day to load.

Packing

Packer - Items packed on the day that are now missing. Although I understand that I should have removed these items for safekeeping, it is reasonable to expect that if the packer found these items, that they brought it to me for safe keeping. These are the only items I am currently aware of that is missing. There might be other small items but it is difficult to establish at this time. I opened a case of theft with the SAPS against the packer.

On the day of packing, the packer arrived around 08:30 and left 13:50, without all the items packed - excluding the items like the main bed and a few other items left out to be packed the next morning. There were still quite a few items that had to be packed and wrapped the next morning. When I raised concern about him leaving without all the items packed, he assured me when he left, that everything would be packed up and loaded quickly the next morning and that I should not worry about it and that I would be able to still travel at a reasonable time. Many of my items were not packed properly. They only items really packed nicely was my breakables in the kitchen. Quite a few items were just thrown into boxes. There were quite a few items not even packed in boxes and just packed into the truck. Some of my pot plants were wrapped in tissue paper and stuffed into boxes. Heavy items were then placed on top them. The packer also spent quite some time in the bathroom. I think he used it three times during the time he was at my house. That excludes normal trips to urinate. I understand the need to use the bathroom, but adding this on top of all the other items, it just upsets me. If the packers are not going to take care when packing, please do not charge for a packing service. If I am paying for a service, I have a reasonable expectation that care will be taken with my items.

Loading Day

Ops phoned me around 08:00 to tell me that Biddulphs would only arrive at 14:00 to start loading. This after I had confirmation that the team would be there on the morning. Only when I really started raising my unhappiness about the situation did Ops say that he would see what he could do. I had to follow up 30 minutes later to find out what the arrangements now were. At least they then arranged for the trailer to be dropped off and collected at 14:00 so that the guys could load in the morning. They only finished loading just after 13:00. The loaders / packers arrived and the packer from the previous day first went off to go and buy breakfast. KFC. The packer continuously assured me that they would finish early. This did not happen. Many times one packer would be busy and the rest would stand around at the trailer. The loaders also found it very amusing that I was not happy about the fact that the arrangements were changed as well as having to chase them to get the loading done. The packer from the previous day, once again spent quite some time in the bathroom. He also used a cup that I put aside for my road trip to drink water without asking me. Should they not be providing these items themselves? When you are packing or loading, surely no cups are available and the packers should make provision for if they are thirsty. The packer also, close to the end of packing, was more interested in talking to the cleaning lady that was in the house, clearly uncomfortable, than finishing off the loading and inventory. One of the other guys, packing some of the last items, also broke one of the coffee cups. Ops phoned to follow up how the loading was going. I raised my unhappiness about how slow it was going and I was just told that packing a consignment my size will take at least half a day. This after no one raised this initially when I made the moving arrangements.

Delivery

No one contacted me to tell me when the truck would arrive to deliver my items. I had to phone their offices to find out when the truck would arrive . I spoke to Ops who informed me that the truck would be there between 8 and 9 and that he would get the driver to phone me. This did not happen. On the morning of delivery, I tried to contact their offices for 45 minutes from 09:00 to 09:45 because the driver did not arrive at the expected time. I spoke to a gentleman that contacted the driver. Sipho then phoned me and stated that he wasn't aware that he had to be there between 8 and 9, and that he also at that time had a flat tyre and would only be able to arrive about an hour and half later. They arrived just after 12:00.

When my items arrived and was unpacked, there were many boxes that did not have an inventory sticker, or written on the inventory at all. Luckily, there is no major damage to any of my items.

I am very unhappy about the service I paid for. Moving is already stressful in itself, to add all of these items on top of that, is completely unnecessary. And I contacted Biddulphs on recommendation from someone else that used your service. At this point, I will never recommend their service.

I have been in contact with the Branch Manager / Ops Manager at the Cape Town branch, sent through all my complaints on email on Monday (04/03). I still have not had a response.