Cribbs Master Movers

Cribbs Master Movers

Llanelli, Dyfed
member since November 2018
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Reviews & Ratings
  • Anonymous

    Llantwit Major

    6/09/2019

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    Review:

    They were supposed to visit on the day before the move to assess but never came. They were supposed to arrive at 9am on move day with 2 vans but didn't turn up til 10:35 with only one van.
    To be fair they packed the van well and were polite and friendly.
    We then had to wait for this van to drive the 60, unload and return for the remaining items which were out on the drive as we had to be out of our old house at 1pm. The second van never appeared and we didn't actually leave until 6.30pm.luckily the purchasers were very understanding
    In the new property none of the boxes or furniture was put in the correct rooms deal lot being labelled and the whole house was leftin chaos where you could barely get one to the rooms .
    Unfortunately they made an already stressful day of moving with 2 small children and two cats so much more stressful. Luckily we had a family member to stay with else I don't know what we would have done.
    I am so disappointed.
    We have tried contacting the company for feedback and a refund which I think we deserve, being as they charged us for 2 vans which they didn't provide, yet we have had no reply.

    Response:
    Sincere apologies for the long delay in responding to you, we're a small family firm and have been off on holidays for the past 2 weeks.I'm extremely upset that you've had this experience with us, as this is never the level of service we aim to provide our customers.Although we're holding our hands up to the issues experienced I just needed to clarify how and why they occurred, hopefully we can then get closure on this matter.Firstly, your move day actually fell on the busiest day of the year (last day of the month in August) Generally on every move we book in we always have a contingency plan in place should issues arise, like no keys for new property, vehicle breakdowns, staff sickness and so on. Unfortunately on this particular day we did not due to it being the busiest day of the year and 3 crews were out on moves.Secondly, the move we carried out the previous day to yours unfortunately did not have keys/access to their new home until 2pm the following day, this meant we had 3 removal vehicles out of action until the keys were released, this significantly impacted our contingency for the following day.As you've rightly mentioned we were over an hour late arriving on the morning this was due to hire vehicles needing to be brought in due to the previous days conundrum, however once getting to you we swiftly loaded the entire house contents safely and soundly in under 2 hours, you could then commence your cleaning and in hindsight hand over the keys to the estate agents as planned no later than 1.30pm. So the house was infact empty long before 6.30pm.Sadly due to the issues the day before we were unable to get the 2nd van to you as agreed, this meant all of the garden furniture and shed contents had to be placed at the front of the property until either the second van became available or indeed the first one returned. The latter happened and the first one returned after unloading at the time you mentioned to complete the garden and shed.Unfortunately issues with keys again to your new home didn't allow us to gain access until gone 3pm, thus delaying the offload slightly. There was nobody actually present at the time of offloading so our crews had to guess where items of furniture were to be placed, although boxes were well labelled by yourself sadly it was not clear which bedroom was which and there was no one there to confirm. I can confirm that you were asked before leaving was there anything to be moved into different rooms, as is done on every move regardless.I can only apologies for the stress that the issue we experienced caused you and your family on move day. Although the move was completed with one van and there were no reported damages we'll gladly offer you as a gesture of goodwill £100.I look forward to hearing from you and again apologies for the inconvenience that we had caused.Best Regards, Venessa
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