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Ilonka P

1 reviews | Active since Nov 2017

20 Sept 2022, 10:37

Packing teams good, back office unprofessional

We planned two trips with Selection Cartage. We received quotes which showed a volume truck booked, based on a list of items I sent. The first move went well and the team were superb (apart from the polish and show grease left on our carpets). On the second move, I thought there would be more items and emailed Mathilda to confirm the items. She said the truck volume was fine. However I received an invoice for an additional R10 000 with no explanation. When I queried and raised the issues about how the quoting was conducted. Instead of a discussion, I received an invoice of R22 000. NO DISCUSSION and EXPLANATION. The email on the Sunday, before the goods were to be delivered on the Monday, said if we don't pay it on the Sunday, the goods will be diverted and held "ransom" until we paid. Out of desperation we paid, however the accounting was incorrect and we overpaid. None of the queries I raised on the Friday with all the supporting emails was ignored. We would have had no problem paying additional, but it would have been nice to get a phone call and an explanation and not held to ransom.

Although we had to pay immediately, it took more than a week with numerous phone calls to get our refund. We asked that the carpets are cleaned. The operations manager did not respond to any of my emails. Although the packing was conducted well, the back office is a mess and lacks customer service. The communication is poor and unprofessional.

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Replies (3)
Selection Cartage
Selection Cartage's reply21 Sept 2022, 13:54
Official
Good Day Ilonka, I have read your comments and am sorry to hear about your distress on  your move day. However we have fixed all with the carpet as these issues can occur from time to time and we have made right the wrongs. Please confirm what else seems to still be outstanding as we have done all in our power to rectify the moving course. SELECTION CARTAGE
IP
Ilonka P's update21 Sept 2022, 14:46
Reviewer Update
You are ignoring the main issues. The carpets were a minor issue. Your lack of response, apology, and discussion are the issues, including sending us invoices without discussion (you called it a requote, which we requested and never did), your inconsistency and lack of explanation of volumes and items. We booked an x-volume truck, and when we asked Mathilda if our additional goods would fit, she confirmed with no mention of additional costs. Your teams handled the packing differently; Bikani's team packed and did not write up anything additional, while your second team did. You held us to ransom by the day before our goods were delivered, sending us an overstated invoice and threatening to divert our goods if we didn't pay immediately. You delayed in paying back our refund, and not once, not once, did we get any explanation from your back office, from sales through to ops through to finance. Instead, you focus on inconsequential issues. Distress? You caused a lot more than that. We feel like we have been taken for a ride. We asked all these questions and more in correspondance, which you ignored.
Selection Cartage
Selection Cartage's reply21 Sept 2022, 15:32
Official
Good Day Ilonka, We have apologized on this forum. However the relevant parties being ops have been spoken to and you will not see the same result the next time you make a move. Due to your move happening at the end of the week. Most of us don't work on the weekends. However accounts need to chase the monies the moment they can before deliveries happen. Yes, we will look at streamlining this more closely.  I am sorry you experienced this. However extras were signed for an acknowledged on the worksheet that you would be charged additionally. Any and all can have a haywire day, especially when under pressure. I will look more intensely into the matter and ensure this does not happen again. Perfection does not exist, a standard does though. As seen from the file your first move went really well. This was an off day on move 2 and we will aim for this not to happen again. All the best in your new home.