A good start with a very disappointing end!

<p>Our decision to accept a quote from Monarch Relocations for the removal of our furniture from Gauteng to Somerset West was based on the professional and friendly manner of the sales rep Liesl Geering. She physically measured our goods to calculate the volume to be handled. It was also very easy to communicate with her.</p> <p>Initially we decided to insure our goods with the Insurance that Monarch Relocations provided. We had a few questions which Liesl referred to Anton Coetzee (director) because he had to consult with the Insurance Company first and she would let us know as soon as Anton got back to her with answers. We are still waiting for his response. We then decided to use Outsurance. The sales guy was very efficient and only needed info from Anton regarding the storage facilities before closing the deal. He found it extremely difficult to reach Anton with the result that he was only able to complete the transaction one hour before the goods had to be loaded on the morning of Jan the 9th, 2017.</p> <p>The next point of concern was that morning when the removal truck arrived, it was a truck of a different company. We were not prepared for this because nobody had informed us.</p> <p>Our goods were delivered on the 30th of Jan 2017 at our new home in Somerset West. Anton called the next day to ask whether we were happy with the service. At that stage we hadn't started unpacking and I only noticed that the glass of one of my paintings was broken and the large plant was damaged. When I mentioned this to him he was completely disinterested. He rep**** that since I didn't use his insurance, I had to call my own insurance. He continued saying that I could replace the glass for R50 and the plant's damage must have been a little accident. I later sent him a photo of the plant indicating that it couldn't have been an accident because it was a clean cut of the stem.</p> <p>Anton also had to organise a delivery of three items to my daughter's flat in Vredehoek. One of the items was a brown sleeping couch which she had never seen before because it was a gift from us. The items were delivered on the 30th of Jan 2017. When we visited her on the 21st of Feb 2017, we immediately realized that the two cushions for the back rest which are used for a head rest when a bed is made up, were never delivered with the couch. My daughter called Anton about 11:00 and he immediately said to her "I know why you are calling" We then realized that he had known about the two cushions for 3 weeks without calling to apologise or providing a reason for not delivering the two cushions. When my daughter told him that she was disappointed, his reply was that there's no need to be disappointed because it was only a cushion. She called him again at about 15:00 to find out whether he had made any progress with the search for the cushion and he ended the call abruptly while she was still talking to him. I received an email from him later that day informing me that he had located one cushion and as soon as the other is located, both would be delivered. Afterwards I sent him two photographs of the couch indicating the importance of both cushions. Both are used for a back rest on the couch or for a head rest on the bed. On Feb the 23rd he rep**** that he had only one cushion in his possession and that his crew cannot remember a 2nd cushion. He said that the cushion in his possession would be delivered the next day. </p> <p>The reason for my disappointment is not the fact that the sleeping couch cannot be used any longer although I feel very strongly that this problem is due to negligence on the side of Monarch Relocations. Anton's attitude is very disappointing. </p> <p>He still has not delivered the cushion although Monarch Relocations' headoffice is situated in Somerset West, only a few kilometers away from our residence.</p> <p> </p>