An unfortunate moving company choice

I chose Two Men and a Truck based on recommendations from friends. The experience was initially okay - they came in and packed up my house and then moved me the next day. However, moving day was awful. The team was clearly under time pressure so they were almost running in and out of the house and it was extremely stressful for us to manage where we wanted the boxes and furniture as they literally plonked things down and ran.

Then, on unpacking, I discovered several mugs were broken due to shoddy packing. Unfortunately, two of them were gifts from people who have passed away which was devastating but irreplaceable. I didn't expect them to be replaced but did flag it with the owner, Jan. Who has yet to apologise.

The one thing that did break was my Nespresso coffee machine. I quickly let Jan know and got back 'we didn't pack it so we don't cover it'. Now, I opted into a moving company that had insurance because I wanted cover for my items during the move. I assumed that this cover would extend to items I had packed and to ones they had packed. However, in this case, both my daughter and housekeeper witnessed the team pack the coffee machine and seal the box. I didn't have any packing tape or spare boxes so it had to have been their team. I was unfortunately at the other house so I didn't witness this.

I said to Jan that this seems odd considering that I had paid for a company with insurance for the move and explained the above - that his team had packed it. This was on 05 February. He said he would get back to me. It is now a month later and he hasn't bothered. He has just expected me to go away. I can't afford a new machine and this one is unfixable.

Upshot: Their saying they have insurance to cover the move is dependent on how they feel and I wouldn't use them.