Service level not as promised

First of all, we arranged the truck for 10:30-11:00. They only showed up at 15:00. Completely unacceptable. This was after they phoned at 12 to say they are at Forest Hill and that is at most 15 mins away.

They did not have a GPS system. They did not have blankets. This was promised that they would have it.

The amount of times I phoned the driver to find out where they are and give directions is too much to even mention. Yet I had to pay the full amount.

The second load was not needed. We told them that they must look at everything and tell us. They then said that everything will fit. I said we can take some boxes and they insisted. They packed the boxes first and would then do the furniture to keep the boxes up. At the end they realised this was not going to work and they didn’t want to unpack everything and then leave some boxes (not my decision at all).

The last load was finished only at around 20:30 from what I can remember. They got lost on the way back because they said that they know the way back - without a GPS.

Our furniture is damaged. We have to also get in cleaning for the lounge as they dirtied everything. They were heavy handed with moving the furniture in that the property has damages that we now have to pay for as well.

In short, they had no GPS, no blankets, damaged property and furniture.

I still think the second load was not needed and a discount would have been more acceptable. You say this is not your normal service and I truly hope so for your business.