Dodging responsibility for damaging our property

Dear Consumer Protector,

We recently hired Leopard Movers (https://www.leopardmovers.co.za/, ***, owner Charles Mandaza ***) to assist us with moving our belongings from a rental house in Pniel, storing for one month, and delivering the belongings to our new rental house in Stellenbosch.

We selected Leopard Movers based on a positive recommendation from a friend who had used them previously. Before making a final decision I interviewed Charles (aka Tom) by phone, asking him what precautions they would take with our wooden furniture which is unique and special to us. He assured me that the movers were experienced, professional and careful, and that they would use furniture blankets to protect all furniture.

When we received the goods, there was extensive damage to our furniture, and a number of missing items.

Although the crew that loaded our goods from the house in Pniel were very professional and careful, the crew that eventually delivered the goods to our new house was extremely careless. The delivery crew was mostly made up of casual workers, unlike the "experienced moving professionals" that I was promised by Charles. The goods were packed in the truck without due care, not using furniture blankets for valuable furniture as I had also been promised by Charles. The delivery crew did not keep account of the inventory (we did ourselves as they unloaded and found that a number of items were missing).

Numerous items were damaged in the process (beyond incidental nicks and scratches which we would have anticipated). Most upsetting was a heavily gouged surface of a hardwood table which had been custom built for us only a month before the move. This had to be returned to the furniture maker for repairs which will cost R3920 to repair. If this had been protected a reasonable amount of care (e.g furniture blankets and appropriate packing of the truck) this sort of damage would never had occurred. In addition, three leather chairs were heavily gouged and not repairable; these chairs cost $300 each and were purchased overseas. Again they were unprotected in the truck. Numerous other items were damaged in the truck, as outlined in my attached email to Charles. In addition, several items were missing from the delivery.

Overall the costs of repairs of damaged items and replacement of missing items will exceed the cost that we paid for the move.

All of this goes well beyond the normal dings and scratches that we dread but expect when third parties are moving our goods. This damage is the result of extreme carelessness and negligence on the part of the company.

We did not purchase separate moving insurance, and Charles is quick to point out that the goods were not insured and they are not liable. However, as outlined in this article (https://businesstech.co.za/news/business/300274/new-case-deals-with-deliveries-that-are-damaged-while-being-transported-in-south-africa/ ), the Consumer Goods and Services Ombudsman has found that terms and conditions and lack of insurance does not absolve movers of their duty to use "reasonable care, diligence, and skill" or the resulting liability if they do not.

I have tried in good faith to resolve this issue with Charles Mandaza, the owner, but he has avoided my calls and whatsapp messages and not responded to my written communication (email and whatsapps). Looking at the online reviews of his moving services, it seems that many other customers have had similar negative experiences, and that his pattern of avoiding accountability is consistent.

I would appreciate your help in securing compensation for these damages, and in holding Leopard Movers accountable for their unprofessional service.