SA
Stacey A
1 reviews | Active since Apr 2024
28 Dec 2025, 10:11
Very disappointed
<div>I am extremely disappointed with the service received. Despite being advised well in advance that extremely heavy items would need to be loaded, the team arrived without the proper equipment to do so. As a result, the items had to be lifted manually onto the truck, which caused damage. To make matters worse, fragile stickers were completely ignored, and a significant number of items were broken during the move. This shows a serious lack of care and professionalism. Overall, this experience caused unnecessary stress and loss, and I would not recommend this service based on how my belongings were handled.</div>
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Replies (3)
Cape Removals's replyOfficial
30 Dec 2025, 17:00Hi Stacey,
Thank you for your feedback. We understand that you are disappointed in your service experience with your move at the start of December.
Once the damages were brought to our attention, we thoroughly investigated the matter but unfortunately you opted out of insurance for this move and our liability is limited in such cases.
We uphold ourselves to a high standard however and compensated for the damages in good faith and as best we could. The proof of payment for the refund was sent to you on 12 December. We haven't had any feedback since and considered the matter resolved.
We remain open to constructive communication and encourage you to contact us directly should you wish to discuss the matter further. We have since updated our heavy-item briefing process so the same gap doesn't happen again — every job with declared heavy items now triggers an equipment check 48 hours before the move, and the loading team is briefed by the operations lead before arrival. If you'd ever like to talk through what happened on your move directly, please email *** or call *** and ask for the operations lead. — the Cape Removals team
Cape Removals's reply30 Dec 2025, 17:00
Official
Hi Stacey,
Thank you for your feedback. We understand that you are disappointed in your service experience with your move at the start of December.
Once the damages were brought to our attention, we thoroughly investigated the matter but unfortunately you opted out of insurance for this move and our liability is limited in such cases.
We uphold ourselves to a high standard however and compensated for the damages in good faith and as best we could. The proof of payment for the refund was sent to you on 12 December. We haven't had any feedback since and considered the matter resolved.
We remain open to constructive communication and encourage you to contact us directly should you wish to discuss the matter further. We have since updated our heavy-item briefing process so the same gap doesn't happen again — every job with declared heavy items now triggers an equipment check 48 hours before the move, and the loading team is briefed by the operations lead before arrival. If you'd ever like to talk through what happened on your move directly, please email *** or call *** and ask for the operations lead. — the Cape Removals team
SA
Stacey A's updateReviewer Update
07 Jan 2026, 11:14Like I stated in my email to you. The insurance has nothing to do with the damages incurred by loading and offloading of our heavy items. No equipment was supp**** for extremely heavy items, they were LIFTED by hand into the truck which is ridiculously high for heavy items, which is not acceptable as ALL heavy items were listed, as well as us communicating telephonically with regards to the weight of them. After the response I had gotten with my email it was pointless bringing anything else to your attention. The compensation you are referring to does not cover the damages incurred to our possessions which were damage upon loading/ offloading, all of which was brought to your attention. I was not happy with the response received at all.
Our fragile stickers had no effect, when we arrived, our boxes were squashed and I had so much broken items that I had to throw away, which included sentimental items.
I had responded to the email stating I was not happy.
Our fragile stickers had no effect, when we arrived, our boxes were squashed and I had so much broken items that I had to throw away, which included sentimental items.
I had responded to the email stating I was not happy.
SA
Stacey A's update07 Jan 2026, 11:14
Reviewer Update
Like I stated in my email to you. The insurance has nothing to do with the damages incurred by loading and offloading of our heavy items. No equipment was supp**** for extremely heavy items, they were LIFTED by hand into the truck which is ridiculously high for heavy items, which is not acceptable as ALL heavy items were listed, as well as us communicating telephonically with regards to the weight of them. After the response I had gotten with my email it was pointless bringing anything else to your attention. The compensation you are referring to does not cover the damages incurred to our possessions which were damage upon loading/ offloading, all of which was brought to your attention. I was not happy with the response received at all.
Our fragile stickers had no effect, when we arrived, our boxes were squashed and I had so much broken items that I had to throw away, which included sentimental items.
I had responded to the email stating I was not happy.
Our fragile stickers had no effect, when we arrived, our boxes were squashed and I had so much broken items that I had to throw away, which included sentimental items.
I had responded to the email stating I was not happy.
Cape Removals's replyOfficial
07 Jan 2026, 11:19Thank you for taking the time to share your experience Stacey. We are truly sorry to hear about the distress and frustration caused by the damage to your belongings, particularly where sentimental items were affected — we understand how upsetting this can be.
We acknowledge your concerns regarding the handling of heavy items during loading and offloading, as well as your disappointment with the response received via email. We regret that our communication did not meet your expectations and that you felt further engagement was pointless at the time.
All items and weight details provided prior to the move should have been handled with the appropriate care and equipment, and we take your feedback regarding this very seriously. We also note your concerns around the effectiveness of the fragile stickers and the condition in which your items arrived.
While insurance terms do place limitations on certain types of claims, this does not diminish the frustration you experienced, and we are sorry that the compensation discussed did not adequately address the damages you reported.
We would appreciate the opportunity to review this matter again and engage with you directly to see how we can resolve it fairly. Please feel free to contact us directly and reference this review so that we can escalate your case for further assessment.
Once again, we apologise for your experience and thank you for bringing this to our attention.
Cape Removals's reply07 Jan 2026, 11:19
Official
Thank you for taking the time to share your experience Stacey. We are truly sorry to hear about the distress and frustration caused by the damage to your belongings, particularly where sentimental items were affected — we understand how upsetting this can be.
We acknowledge your concerns regarding the handling of heavy items during loading and offloading, as well as your disappointment with the response received via email. We regret that our communication did not meet your expectations and that you felt further engagement was pointless at the time.
All items and weight details provided prior to the move should have been handled with the appropriate care and equipment, and we take your feedback regarding this very seriously. We also note your concerns around the effectiveness of the fragile stickers and the condition in which your items arrived.
While insurance terms do place limitations on certain types of claims, this does not diminish the frustration you experienced, and we are sorry that the compensation discussed did not adequately address the damages you reported.
We would appreciate the opportunity to review this matter again and engage with you directly to see how we can resolve it fairly. Please feel free to contact us directly and reference this review so that we can escalate your case for further assessment.
Once again, we apologise for your experience and thank you for bringing this to our attention.