N
Ndumiso
1 reviews | Active since Jan 2024
09 Jan 2024, 14:06
Lack of Communication Created Avoidable Problems
I was referred to Monarch by my employer who was relocating me to another city. I found myself having to initiate conversation with them EVERY step of the way even after my employer had paid for their services. The only time they communicated with me was to request an inventory list. They did not reach out to finalise times and dates and because of this, I had to arrange for a friend to oversee the packers on my behalf since I had to catch an early flight. This also resulted in me not having my belongings for four days due to the poor planning. I hope that going forward they prioritise engaging with their customers actively to ensure that the process is better understood and arrangements are made ahead to accommodate how they do business. Disappointing service.
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Monarch Moving & Storage's replyOfficial
11 Jan 2024, 08:21Dear Ndumiso,
We are very sorry to hear that you were unhappy with our lack of communication. To confirm the dialogue, you had sent to our sales team in Jhb a mail on 27/12 indicating that you are flying to CT at 08h55 on 3 Jan 2024 and that your partner would be flying to Cape Town at 14h00. Unfortunately these time lines to pack and load your household could not be met, as per the email you had received from our Operations Manager – Gerhard Lu****, which was sent to you on 29/12. Please note the commitment from Gerhard to be on-site during your removal, as well as the commitment to call you once our team was on route to you. Sorry that your expectations could not be met. Moving during the first week of the year is extremely busy, with many clients booking and confirming dates and times with Monarch well in advance. Below is the mail sent by Gerhard on 29/12. I hope you are well? Alida forwarded your email dated 27 Dec’2023 to me, regarding your requests and arrangements. As I am the Operations Manager, she felt it better for me to reply you on below. Your move was from the beginning booked as a PM collection on the 3rd Jan’2024, as we already had a much bigger job booked for loading in Pretoria AM. We will not be able to collect your furniture before your partner have to get to the airport for his flight at 14:00....I can only suggest that you try and change his flight to an early evening flight or try and get someone to open for us when we arrive to load and then hand over keys to the landlord. I will personally on the day, as soon as I see we are almost done at the 1st customer, take some packers through to your residence to start doing the packing, inventory etc. so that when the truck arrives we can immediately start loading. I do not want to carry out furniture and leave it outside until the truck arrives and we suddenly get unexpected rain.
We are very sorry to hear that you were unhappy with our lack of communication. To confirm the dialogue, you had sent to our sales team in Jhb a mail on 27/12 indicating that you are flying to CT at 08h55 on 3 Jan 2024 and that your partner would be flying to Cape Town at 14h00. Unfortunately these time lines to pack and load your household could not be met, as per the email you had received from our Operations Manager – Gerhard Lu****, which was sent to you on 29/12. Please note the commitment from Gerhard to be on-site during your removal, as well as the commitment to call you once our team was on route to you. Sorry that your expectations could not be met. Moving during the first week of the year is extremely busy, with many clients booking and confirming dates and times with Monarch well in advance. Below is the mail sent by Gerhard on 29/12. I hope you are well? Alida forwarded your email dated 27 Dec’2023 to me, regarding your requests and arrangements. As I am the Operations Manager, she felt it better for me to reply you on below. Your move was from the beginning booked as a PM collection on the 3rd Jan’2024, as we already had a much bigger job booked for loading in Pretoria AM. We will not be able to collect your furniture before your partner have to get to the airport for his flight at 14:00....I can only suggest that you try and change his flight to an early evening flight or try and get someone to open for us when we arrive to load and then hand over keys to the landlord. I will personally on the day, as soon as I see we are almost done at the 1st customer, take some packers through to your residence to start doing the packing, inventory etc. so that when the truck arrives we can immediately start loading. I do not want to carry out furniture and leave it outside until the truck arrives and we suddenly get unexpected rain.
Monarch Moving & Storage's reply11 Jan 2024, 08:21
Official
Dear Ndumiso,
We are very sorry to hear that you were unhappy with our lack of communication. To confirm the dialogue, you had sent to our sales team in Jhb a mail on 27/12 indicating that you are flying to CT at 08h55 on 3 Jan 2024 and that your partner would be flying to Cape Town at 14h00. Unfortunately these time lines to pack and load your household could not be met, as per the email you had received from our Operations Manager – Gerhard Lu****, which was sent to you on 29/12. Please note the commitment from Gerhard to be on-site during your removal, as well as the commitment to call you once our team was on route to you. Sorry that your expectations could not be met. Moving during the first week of the year is extremely busy, with many clients booking and confirming dates and times with Monarch well in advance. Below is the mail sent by Gerhard on 29/12. I hope you are well? Alida forwarded your email dated 27 Dec’2023 to me, regarding your requests and arrangements. As I am the Operations Manager, she felt it better for me to reply you on below. Your move was from the beginning booked as a PM collection on the 3rd Jan’2024, as we already had a much bigger job booked for loading in Pretoria AM. We will not be able to collect your furniture before your partner have to get to the airport for his flight at 14:00....I can only suggest that you try and change his flight to an early evening flight or try and get someone to open for us when we arrive to load and then hand over keys to the landlord. I will personally on the day, as soon as I see we are almost done at the 1st customer, take some packers through to your residence to start doing the packing, inventory etc. so that when the truck arrives we can immediately start loading. I do not want to carry out furniture and leave it outside until the truck arrives and we suddenly get unexpected rain.
We are very sorry to hear that you were unhappy with our lack of communication. To confirm the dialogue, you had sent to our sales team in Jhb a mail on 27/12 indicating that you are flying to CT at 08h55 on 3 Jan 2024 and that your partner would be flying to Cape Town at 14h00. Unfortunately these time lines to pack and load your household could not be met, as per the email you had received from our Operations Manager – Gerhard Lu****, which was sent to you on 29/12. Please note the commitment from Gerhard to be on-site during your removal, as well as the commitment to call you once our team was on route to you. Sorry that your expectations could not be met. Moving during the first week of the year is extremely busy, with many clients booking and confirming dates and times with Monarch well in advance. Below is the mail sent by Gerhard on 29/12. I hope you are well? Alida forwarded your email dated 27 Dec’2023 to me, regarding your requests and arrangements. As I am the Operations Manager, she felt it better for me to reply you on below. Your move was from the beginning booked as a PM collection on the 3rd Jan’2024, as we already had a much bigger job booked for loading in Pretoria AM. We will not be able to collect your furniture before your partner have to get to the airport for his flight at 14:00....I can only suggest that you try and change his flight to an early evening flight or try and get someone to open for us when we arrive to load and then hand over keys to the landlord. I will personally on the day, as soon as I see we are almost done at the 1st customer, take some packers through to your residence to start doing the packing, inventory etc. so that when the truck arrives we can immediately start loading. I do not want to carry out furniture and leave it outside until the truck arrives and we suddenly get unexpected rain.