Terrible.

We booked Careful Movers for our move on 29 June. The truck was scheduled to arrive between 08:30 and 09:00.

When I phoned to check on the truck, we were informed that it would only arrive at around 11:00. This was not possible for us, as the new owners were moving into our old property on 30 June, and we needed to collect the keys to our new home by 12:00 on the day of the move.

Blessing from Careful Movers then arranged for another driver, Brian. Brian sent a message at 09:14 saying that he would be assisting us and asked for our location. I immediately sent him the address, but after that we received no further communication from him until 11:26.

During this time, we repeatedly tried calling Brian without success. We also remained in contact with Blessing, who repeatedly told us he would call us back in two or five minutes with an update, but he never did. He was unable to tell us where the truck was or when it would arrive.

As the truck should have arrived no later than 09:00, and by 11:26 we were still being asked to wait another 35 minutes, we had no choice but to arrange another moving company. We could not continue waiting without any reliable communication, as we had strict deadlines to meet.

Following this, we requested a refund from Blessing. After discussing the matter over the phone, he instructed my husband to send our banking details so that the refund could be processed. Despite doing so, we have still not received the refund.

We believe the refund is fully justified, as Careful Movers failed to provide the service we booked and paid for. The truck did not arrive within the agreed time, there was no adequate communication regarding the delay, and we were forced to make alternative arrangements at our own expense.