Disastrous Move

I recently booked for Pickford’s to pack up my house furniture and place it in storage. I was told they would arrive at my house on Tuesday the 17th June between 8 and 9. I am currently residing an hour from my home. I then ensured I was onsite in time and waited for their arrival. They arrived at 8:55, and the supervisor called me from the gate and requested I come meet him. I then walked out to the gate where he then informed me that my dogs needed to be put away. i explained I had no small fenced off area. He then told me to lock them in a room or my car. Which i explained was not a fair request. I then told him i would go and see what could be done. He said he would then call his manager. I then called the Sales consultant who I had been dealing with. She assured me they would sort the situation out. I put the dogs in the tennis court and then went into the house to wait. At 9:13 i then received a call to be told that they would not come onto my property with the dogs and that the truck could not be used as it was too big. They then informed me that they would require a smaller vehicle which could only be accessible on Friday. I then explained that my builders were due to commence on site the next day. That the project could not be delayed a whole week. I also explained that I had come all the way into PE to manage the removal of furniture and could not be expected to return on another day. The Sales consultant said she would see what she could do.

At 9: 47 she called to inform me that they would be able to assist me the next day. I explained that I had contracted other specialists to move televisions and that they needed the bedrooms to be cleared of the beds. I then asked if the staff could not fully pack and wrap and clear the house moving all the furniture into the dining space below as I could manage what was to be done as I could not return the following day. She said she would speak to the management and come back to me. Finally at 10:18 it was agreed the staff would come and clear the rooms and i would work with them to prepare all the furniture for removal the following day.

The Supervisor and his crew then came with no desire to be of any assistance. They were disinterested and not eager to work. They also reeked of alcohol which left me wondering whether their poor attitude and feeble desire to work was due to an extreme hangover. I then asked the supervisor for his list of furniture identified to be moved. He explained it was still in the truck. I then asked if he could collect it and I would work through what needed to be done. I then showed him the room i needed to be cleared first and then continued with my work. At 12:30 the television specialist needed to be escorted to the new premises. I was getting ready to depart when the Pickford’s supervisor came to me and told me he had the list and was ready to be walked through the house. I explained I could not keep the television specialist waiting and would return to show him what needed to be moved. I explained he could continue dismantling the beds. I returned at 12:15 to find that they had left.

The staff had left packaging spread out; *****s were left in the middle of a walkway for a bed. It was shocking. I then phoned the sales consultant. She neither knew where they were or why they had left.

I then gave instructions to my staff to oversee the move the following day and asked that they request that an outside table be moved first. I then asked for a senior person to accompany the team the following day. When they arrived at my home no senior person arrived. I had to lock my dogs in the garage for over 7 hours. The table that we requested to be moved first to facilitate my staff continuing their work, the supervisor refused to do, as he wanted to do what he felt should be done first.

I have called the branch manager who handled my disappointment very well. I just would hate for another client to have to face a day of total frustration. The staff who were sent to my property were dismissive and totally disengaged. They were there unwillingly and with no enthusiasm to work. It really was an extremely disappointing experience with one frustration leading to another leading to another. The only positive has been the conversation with the branch manager who apologised for my experience.

Pickford’s advertises a stress-free move. This was not my experience. I began the day hopeful and excited. I then face one frustration after another. The staff were obstinate and dismissive. A poor representative of a company and the only representative I have engaged with face to face.