Eventually Happy

My first move with Seraphim, 6 months ago, was seamless. From quote to delivery, Brian and Pollen were very helpful. Thank you so much for that. The nightmare that has been moving me back to Jhb! Spoke with Nigel on text and call, everything’s cool, deposit’s paid. Communicated with Nigel that I need the items collected from PE before the 27th of January because I’d be leaving on that day, agreed. The morning of January 26th, he communicates that the truck is expected to arrive around 5/6pm, cool. Around 3/4pm I get a call from a Paul saying “my guys won’t be able to make the agreed time, can they please come first thing tomorrow morning”, sure. Jan 27th, two gents arrive with any of the boxes and tapes I had ordered, claiming they were not aware that they had to be at my house until the previous night. They go collect boxes from Checkers, came back with about 5 and no tape. I had ordered 12 boxes and 4 tapes. They packed everything into the truck, boxes untaped and most items unboxed. I had to give them black garbage bags to pack other items in. I inform Nigel that I will not be paying for items that were not provided so he must pleas provide a revised invoice. I then get a call from this Paul oke again saying “I just want clear something up regarding the boxes. Who provided them? Did you go get them from Checkers or was it the guys that went to collect them?” Obviously the guys went to collect them. I receive the revised invoice and I ask Nigel when the truck would be leaving PE, he confirms that it’d leave on the 28th of January. I pay the balance on Saturday and send proof of payment. Monday morning, January 31st, I asked Nigel for an update. He responds on Tuesday morning, Feb 1st, saying the truck is still dropping off and picking up stuff in the Eastern Cape, going to Durban on Wednesday, and then eventually Jhb. I ask him for an ETA, no response. Nothing from him on Wednesday. Called him on Thursday, Feb 3rd, early afternoon, “Yonela, I was just about to call you, the truck is expected to arrive this evening between 5/6pm, you’ll get a call for delivery.” No delivery happened. I called all their numbers on Thursday evening, no answer. Friday morning, Feb 4th, I call the depot, Brian answers and confirms that there’s a truck that arrived the night before and is now separating loads for delivery so I should get my stuff during the day. Friday ends without my items. Nigel has been ignoring my calls since Wednesday. My mom called him on Friday night, he answered cos he obviously doesn’t know the number. He was refusing to give us the contact details of the drivers, kept saying he’s going to call him (not true). He even said “I wouldn’t ***** your stuff” when no one said anything about theft, we just wanted to contact the delivery people. He then ****d a line disruption, hung up and turned his phone off. Saturday morning, Feb 5th, Brian reaches out to me to check whether my items arrived or not, I tell him I haven’t received anything. He asks for my full details, list of items, etc, so he can investigate and provide feedback, I hope he’ll have something for me on Monday. Oh, we also tried to find their offices, but it’s very tricky because they’re inside an industrial park and it’s difficult to get in on a weekend, Brian was working from home. Nigel is still ignoring my calls, he’s ignoring Brian’s calls as well. Monday, Feb 7th, I receive a call from Nigel profusely apologising for everything that happened the previous week. He then proceeds to explain that they had used a sister company, Bulls Removals, to assist them with collecting and transporting my stuff because they were already close and the Seraphim truck was only arriving in PE on the 31st and I was leaving earlier than that. There was then a delay with getting to Jhb because they hadn’t accumulated enough loads to leave PE. After that explanation, everything was seamless, communication was so much better. I received all my items on Friday, Feb 11th. Nigel came with the drivers to extend his apologies once more, very humble. Thank you.