Consultants not trained to share accurate information when making the sale

<div>I do NOT recommend using their service!! My move from South Africa to the UK, approximately 10 boxes plus other special wrapped items in a shared container option (Wrapped/packaged by South African Re-locations). When getting a quote and the sales consultant following up with you constantly to make the sale all is well and they were the cheapest when it came to quite a bit of comparing confirming they will beat any other quote, I made sure of this. I am quite particular in what service I am paying for and it took a lot of back and forth of questions and answers before accepting the quote. I asked questions such as: Are there are any costs I can expect later when my shipment gets to the UK?(Other companies advised me that I would need to pay in when it arrives, but SA Relocations assured me I will not expect any more charges once quote is accepted and paid for in full). I asked if I take out all risk comprehensive insurance cover will I be covered for every individual item ie. even if a cup broke that is worth R500 each as they are part of a collection will they cover me, the answer was "yes definitely". They made a good effort in collecting my order early and packaged all the items themselves "professionally", about 2.5 months later the container was full and set sail to the UK. Their partnered company in the UK 'PSS International removals' contacted me as soon as it arrived in the UK to arrange drop off (due to COVID-19 they could not unpack which I agreed upon). Up until here I thought their service was great. In fact majority of my goods got to my house in 1 piece, except for 1 particular item a piano worth about R7000 that looked like it had been dropped as it was cracked at the bottom on all 4 corners, it was clear these damages were done during this relocation service and in their hands. I immediately took pictures and advised them of these damages and put a claim through.... They advise me they cannot process the claim because there was a shortfall amount due to exchange rate changes (Remember, I was assured that there are no later costs I can expect as well as really negotiated a lower price otherwise I would have went for Seaven Seas although the wait was longer) - an email I received advised in normal cases they would not expect the customer to pay but because if the extreme rate the Rand dropped, and businesses being effected by COVID-19 I was responsible as their fine print T&amp;Cs covered this. I also found out there was a R5000 excess for insurance claims also small printed. They are fully covered as yes I signed their T&amp;Cs, but do they really think I would have paid about R3000 insurance cover for comprehensive as apposed to the cheaper option of all loss cover (If they loose your whole shipment), as most of my individual items was less than the R5000 excess!!!! This was not properly explained to me at all, even though I explicitly asked these questions, and when asking about excess my email was lightly ignored by answered other questions. I requested for the phone call recordings however they were never shared with me, clearly they lie to make the sale and then cover themselves in the fine print so we as consumers cannot do anything further but take the knock. After about 3 follow emails after being ignored, in short they advised they wont do anything until I pay the short fall and the excess (which combined was the price of the piano), never mind any compensation or refund for them advertising packing out at destination they could not due to COVID19, or with the shortfall they would have been at a higher price than the competitors quotes, nor any quote adjustment when they came to collect the boxes (which other companies would do). I just think their no care attitude and no self-blame was taken in this circumstance, they didn't want to meet me half way. Rather go with Seaven Seas move cube, pack everything yourself and it would have been cheaper.</div>