National Moving Company

Moving a one bedroom apartment during my holidays I was strongly advised by this company that they could meet my time constraints for Wednesday pick up and Friday delivery Albury to Port Macquarie.
I drove to Albury on the Tuesday to arrange the furniture and await pick up time advice for the Wednesday. Waited, waited, finally I called to check. Advised not picking up Wednesday. Should be Thursday.
Thursday the truck arrives and I ask the driver what time they will be in Port Friday, he advises probably Tuesday for delivery,
Not being one to shoot the messenger I email the office to tell them I am very upset by the delay as I have to now drive my car load to Port Macquarie, unload, drive back to Sydney for weekend commitments and also hope my employer would extend my leave.
The Office calls on my return trip to Sydney and tells me that delivery is now due on the Sunday (but only if I pay the full amount due by end of business, which I do immediately)
On Saturday I email twice and try calling to confirm the Sunday delivery but get no reply, I have no choice but to leave very early Sunday morning and hope the truck arrives, another day wasted sitting in an empty unit, finally at 6pm the driver texts to say they will be there Monday, I tell him I was told Sunday by the office and he confirms that they didn’t even contact him.
Monday the furniture arrives with several items damaged.
What can I say?
Never again
Mark

I recently used the National Moving Company for an interstate move, using the backloading service. This is not the first time I have used a backloading service and so understand that my furniture was very likely to change hands along the way and that I would need to be flexible on the pick up and delivery date. The National Moving Company quoted to me an approximate pick up window and an approximate delivery 1-2 weeks following pick up and as a result I made arrangements for my work and other commitments to be home for the movers for pick up and delivery.

The pick up was early by about 24 hours and I made sure I was there and things were as ready as possible for pick up. At the other end I had made sure to take time away from work as well, however when the end of the quoted window approached I contacted the company for an update and was advised that the delivery time was pushed out by a further week. Given the quoted time I considered this a significant delay- I had made time for 4 days outside of the estimated delivery time to be available, but this was not sufficient given the new estimated delivery.

I was not satisfied that the communication about the delays only came after I contacted the company and that the responding attitude from the customer service representative [name removed] seemed to be defensive and that they had almost no information about the delay allegedly caused by a recent train derailment, which in my mind did not account for a 1-2 week delay that was currently being experienced. My items had been picked up from Rockhampton 2 weeks ago and were still in Brisbane after all this time while I was in Melbourne. Furthermore, upon delivery of my items in Melbourne the delivery team didn’t have my address despite this being provided to the company weeks in advance, leaving me to wonder what immunisation (if any) they have with the guys on the ground actually providing the delivery and pick up services.

I raised a formal complaint with the company in writing and received an email providing no further information or resolve. I requested a partial refund and outlined a window for contacting me to resolve the complaint. It has been more than a week (9 days) since my last contact with the company in regards to this complaint and I have followed up with them for a response, which still has not been received.

There appears to be no responsibility from the company to actually ensure they deliver the service that had already been paid for to the customer. I would advise against using this company for your move as the shift in attitude and zero responsibility from the customer service team was really hard to deal with amidst all the other stress of moving and the delays, it was an additional layer that was not necessary. Additionally, any company who does not seek to respond to or resolve customer complaints is not a company worth utilising for your business.

We moved from Victoria to WA right from pick up was a mess suppose to rock up with 2 containers only rocked up with truck from Adelaide, they then had to organise a local removalist to come and get the final amount of our stuff to which was stored. Took 3 attempts to get our stuff in WA as they never labelled anything , Never would I recommend this company after 10 moves this was definitely the worse .

We have found that this business does not have SSL (secure sockets layer), which means that you should think twice before trusting this business with your data, such as personal information or credit card details, because your information will not be digitally connected to a cryptographic key and secure connection cannot be established. We discovered that the domain for this business is relitevely new, which means that it could be a start-up business that does not yet have a huge amount of customers.