****** Cape Removals

<p>On Saturday 30th March I had to move my mum-in-law from a home for the elderly in Swellendam to a retirement village in Botrivier. Due to work commitments amongst other factors the move had to take place as early as possible on this date. I contacted 4 furniture removal companies for quotes. I stipulated very clearly the move had to take place on the 30th and that I needed to be back home in Ashton by 17h00 that evening. I would also need time to help my mum-in-law unpack, etc as she is quite frail and is permanently using an oxygen machine. Two companies rep**** that unfortunately they couldn't guarantee me that date or a morning collection. One company did not get back to me at all. Cape Removals came back to me with a positive response but in order secure that date and an early pick up there would be an additional cost. Absolutely no problem, I was happy to pay the additional cost and booked their services, paying 50% upfront and the balance before the 30th March. Two days before moving day (28th March) I questioned what time the removal team would be in Swellendam to collect the furniture. This is the direct quoted response I received, "The team will be there between 09:00-10:30." To me that's a definitive answer - no "might be" or "depending on traffic", etc. It also gives a one and a half hour leeway. This time was reasonable and up until this point I was extremely impressed with the friendly, professional and efficient service I had received (I had only dealt with a lady named Caroline at this point - the one star is purely for her). On the day of the move by 10h30 the removal team had not yet arrived. I had been given the driver's contact number (Herschel was his name) and tried on numerous occasions to contact him. When he eventually answered he hung up on me twice and when I called again he said he didn't know where he was! I reverted to Caroline who told me he was between Worcester and Robertson - still a far distance to Swellendam! Herschel and his team only arrived to collect the furniture at 13h00! I had already left for Botrivier to get my mum-in-law settled and start unpacking the items we took with us in our car. Herschel then called me to ask for directions to Botrivier! All this information was provided weeks in advance and as a removal company whose business is travelling one would think they would know exactly where they were going! They only arrived in Botrivier at 15h30. Herschel (the manager/driver) did not even get out of the truck to engage with me or even apologise! Also, perhaps my mum-in-law's most sentimental item was broken (how I'm not sure as it was solid wood and had travelled the country and beyond our borders for more than 20 years without so much as a scratch!) My husband and I then needed to unpack all my mum-in-law's belongings... we only got back home to Ashton at 20h00 (having needed to be home at 17h00 - something I made very clear in my emails to Cape Removals). Besides my family, 6 other people were inconvenienced by Cape Removals' latenest and resulted in me having to cover their expenses amounting to more than double what the entire quote of the removal was! I contacted Cape Removals to voice my dissatisfaction and all I got from Brad Moore (presumably the owner or a manager) was stubborn arrogance and excuse after excuse... the weigh bridge held them up, staff were late, etc, etc. Now I do completely understand that any business involving transport can be unpredictable BUT when you have promised a customer that you will provide the service they request (and have them pay extra for it!), and you admit to using the route taken often, you make sure that you PLAN AHEAD! And you most certainly maintain communication with your customer when problems arise - it is not up to the customer to try track down the driver and find out what's going on! One would assume that because an extra fee was paid for a service, i.e. a morning collection, that was not delivered, the company in question would refund that additional fee? But not Brad Moore - his reasoning was he had charged us reasonable rates! Now I am not in the furniture removal business - I do not know what their rates are and never once did I request a discount or err at the cost - I would have even paid double if it meant the service I required, and made very clear from the beginning I required, was provided! It's not even about the money - it shows integrity within the company and those running it! But it wasn't - it didn't even come close! And yes I've read the fine print and times/dates not guaranteed, etc, etc - but I PAID FOR THEM TO BE GUARANTEED! My understanding is when you pay for a service or product that you do not receive, that's tantamount to theft. But Brad has his money, I'm only one customer - he professed to valuing customer feedback but it seems only the positive feedback! It's the negative feedback that should make you sit up and take note! That's how you make your business better! (I'll give you that bit of educational information for free, Brad!) Unfortunately too many South Africans have become complacent with bad service and unless you have mountains of money to back you up, taking legal action is unfortunately not an option. A lot of service providers know this and that's how they get away with it! So Dear Future Person in need of the services of a furniture removal company and considering Cape Removals ... it would be in your interest to NOT have specific requirements - a "whenever " collection and a "we get there when we get there" drop off is your safest bet... don't be foolishly conned into paying extra like I was! (Oh and also remember - when a company ONLY has 5 star ratings on public platforms - I would question who has actually posted those... no company is that perfect).</p>