Inability to keep with the contract and poor communication

Long story short: after asking Master movers to move my belongs from Cape Town to Joburg, my microwave arrived broken (front glass and handle). This was one of the few equipments that I had not wrapped myself and had them wrap for me.

I then started the process one follows with them when something is broken. The communication was poor from their side (promises of updates not delivered), I had to phone daily speaking to Fidelis Chatukuta without any update. When he eventually updated me, he told me and I quote:

"Unfortunately, because there was no cover taken for the move, we cannot login a complaint on our side meaning you will have to take it up with your own insurance to have the microwave repaired."

Unfortunately, this reply is does not align with the contract I have with them and only after I sent him the clauses in the contract did he promise for the damages as per contract. I am still waiting to see if the they will pay me.

I then started receiving invoices saying I need to pay for storage even though I had cancelled it.

Overall, I am conflicted with the service I had received. I am glad my belongings arrived so late and very grateful that they managed to move my belongings at a very short notice. But the customer service I received after my belongings reached Joburg was not good, i.e. Matildah had promised to call me to make sure my belongings get delivered but then disappeared on me. Fidelis needing me to show him the clauses in the contract to accept liability for the damage. Show drafts

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Long story short: After asking Master Movers to move my belongings from Cape Town to Johannesburg, my microwave arrived broken (front glass and handle). This was one of the few items I had not wrapped myself and had them wrap for me.

I then started the claims process with them for the broken microwave. The communication was poor from their side. I had to call daily, speaking to Fidelis Chatukuta, without any updates. When he finally did update me, he stated, and I quote:

"Unfortunately, because there was no cover taken for the move, we cannot lodge a complaint on our side, meaning you will have to take it up with your own insurance to have the microwave repaired."

Unfortunately, this reply contradicted the contract I had with them. Only after I sent him the relevant clauses in the contract did he promise to reimburse me R240 for the damages. I am still waiting to receive the payment.

I then started receiving invoices for storage, even though I had cancelled it.

Overall, I am conflicted about the service I received. While I am grateful that they managed to move my belongings on short notice and that they eventually arrived, the customer service I received afterwards was not good. For example, Matilda had promised to call me to ensure my belongings were delivered, but then disappeared on me. Additionally, Fidelis required me to show him the contract clauses before accepting liability for the damage.