White Horse Removals

White Horse Removals

Wimbledon, London
Great
based on 5 reviews
member since May 2017
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Reviews & Ratings
Customer Reviews
  • Amanda Riggall

    London

    27/12/2018

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    The preparation and planning was seamless; on the day the team were polite, punctual and thorough. Everything was synchronised to perfection!! I could not have asked for anything better! Thank you White Horse Removals!

  • Angela Illes

    Croydon

    27/06/2018

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    2 friendly guys did a good job with my move. They got the job done quickly and efficiently. I was pleased with them.

  • Petr Zaparka

    London

    21/09/2018

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    All went well, no major issues.

  • Stefan Bucur

    London

    23/11/2018

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    Broke stuff during moving and did not want to cover the payment. Rude customer service representative.

  • Elena

    London

    29/09/2017

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    The administrative staff were professional, however the moving and cleaning team were a disappointment. They didn't calculate correctly the size van that they needed and we were asked to leave part of our belongings behind, which in the end we had to do.
    We were told that the jobs would be done by 1pm, but movers finished at 2pm, and cleaning team after 2:30pm, which delayed our departure (We were moving 460 miles away). We had to reschedule twice on that day our Estate agents visit to check the flat.
    On the day of the move we were asked by one of the movers to pay the remaining of our bill in cash, when we had agreed with their Office Manager to do so by bank transfer. The mover still insisted to get it in cash, which we didn't do. We found this a bit weird.
    Shelving unit disassembled in the street at some point using their feet to do so.
    Part of our belongings were packed in our clothes basket and in a box were we used to keep a car battery starter pack, instead of using the boxes we had paid for. We only realised that the battery starter pack box was full of books when we decided to dispose with it.
    Coats mixed and tangled with other items in boxes.
    Boxes wrongly labelled: a box labelled as Books contained DVDs and a coat; a box labelled as Kitchen contained hallway stuff etc.
    We asked them to place the boxes in the new house in the same room as the old house (kitchen to kitchen, bedroom to bedroom etc). After 10-12 boxes they left everything in the living room, possibly because 2 of the rooms were upstairs, although we had paid to move anywhere up to 4 floors. The movers looked tired, possibly because they drove the 460 miles overnight, slept one hour (or so they said to us) and they were driving back the 460 miles again straight after unloading our belongings.
    Wrongly labelled boxes and boxes in the wrong room caused for the unpacking to be a nightmare.
    Most of the boxes had space left as our books are heavy and the boxes would had become too heavy, but nothing was added to the boxes (paper, bubble wrap) to keep them secure, other than our coats and cushions in some of them.
    Our vacuum cleaner was placed in the van without protection and arrived broken. As we don't have a receipt they won't pay for it, although they told us they had insurance for up to £25,000. I emailed pictures of vacuum cleaner, model and price in the manufacturer's website. They have agreed to settle for £25 (half of the price) because of "the age of the vacuum cleaner" and the lack of receipt. Still don't understand why would they pay part of it without receipt but not the whole.
    We felt that we were a nuisance to them on the day of the move, as if it was our fault that they chose the wrong van size, wrong number of movers and miscalculated the time that it would take them pack.
    We felt that our belongings were not looked after professionally.
    The cleaning team had to go to the old flat a second time to clean as the standard of their cleaning the first time around were appalling.
    We do not recommend them and we will not use them again.

    Response:
    Thank you for your feedback Elena and Andrew. May we respond as follows: 1. Our team emptied the house at 1:15 pm, not 2:00 pm as stated. 2. In Scotland, we put the boxes containing books in the living room as per your instruction. 3. We didn't use a battery box for books, we included the small battery in one of the boxes. 4. We offer all our customers the option of paying cash on the day or by bank transfer, which was also offered to you. We give these two options for convenience, as we understand that people don't always have internet access to do a bank transfer on the day. 5. Shelf unit was opened outside due to the cleaning crew cleaning inside, however, it was protected with blankets, as always done on every job, and was opened by hand. 6.The survey performed was accurate, however on moving day, additional items were added, i.e. plants, chairs, table etc. that hadn't previously been included. 7. The van size agreed was a 3.5 removal van and yet we provided a 5.5 removal van on the day (larger than initially agreed at no additional cost), but because of additional items it was full. 8. After paying the deposit, we provided you with our Terms & Conditions stating that we have the right to charge a customer waiting charges and even though you got the keys later than originally stated, we didn't add any additional charge, which we would have been in our right to do so. 9.We did protect your hoover before putting it in the removal van, but these things do happen. However, when you notified us that it was damaged, we emailed you requesting a receipt and informed you of the procedure. In lieu of no receipt, we couldn't claim on your behalf as the insurer wouldn't except the claim without a receipt. So, in good faith, we looked at how much the hoover would cost new £50.00 and offered to meet you half way £25.00, being that your hoover was already 3 years old, we felt it only fair to meet you half way. We are sorry you feel that you should have been paid the full amount of the hoover, but we did make every effort to resolve this with you. 10. The cleaning crew sent out to your premises was a new team, but also, the premises needed a much more intense cleaning, so we did go out a second time spending more time than we would normally. The finished work was inspected by the estate agent, who felt we did a great job. In conclusion, after many an email accommodating your requests, we are also disappointed that you have brought up so many complaints and yet nothing was addressed on the day or days afterwards, but only when we couldn't assist with your hoover claim.
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