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Old 15.09.2011, 11:15
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Our moving Nightmare

I would like to have advices and opinions about our experience.

We were being moved from basel to Barcelona by [a large, intenational moving Co.] were in charge of the packing.

So 5 guys packed our whole appartment in 2 days. They did a good job but I was very unhappy to find plenty of items not packed and just moved from hand to hand (like the baby's bed, my painting set, bin, etc) Many of those things were broken and/or scratched.

I asked them to take very good care of two precious antic pieces of furniture, which they took great care, covered and wrapped them very well. They arrived in perfect shape.

But for all out furniture, I mean ALL OF THEM, we have bumps, cracks, chip and broken pieces. When I saw them coming into our apartment one by one, all in bad shape, you can imagine my rage! I was crying!

My husband called xxx while the guys were bringing stuff in and they told him to fill the form. So we did, one by one, we filled the form. The amount came up to 5000 euro.

xxx wanted to send us an expert to see what can be fixed or not. It took over a month to have him to come and look and we had to live with the mess. We got eventually mad and got rid of pieces that were quite dangerous. At least, it wasn't a problem for them.

So the guy came and looked and was shocked of the conditions of our furniture. They didn't packed nor cover the furnitures so they all had fingers prints all over them and it took me ages to clean.

The guy gave a report to xxx and they told us they will refund us 1700 euro and the rest will be fixed by the expert.

Now, we are pretty mad. It has been months we are dealing with this, they want the guy to fix them one by one. Those are mostly IKEA stuff. It is no way you can fix that. You can't sand them without taking off the paint. It will never look as new at it was before the move. The guy will do what with the beds? take them to fix and we will sleep where? on what? He has to fix the crib (which is not Ikea) and my daughter's bed (which is not Ikea) and other stuff. And what about everything we have in the dressers, buffet, kitchen Islands? We will live with a pile of stuff on the floor?

They don't bother to answer those questions. I am very angry, I take GREAT care of my furnitures and some people broke them all! And now we have to suffer again and again with this non-sense. It is no way that any of those furnitures will look like new!

it is an unbelievable to think how unprofessional the whole move was. Considering it cost over 12 000 Euro to the company to move us!

Any advice, experiences will be very appreciated.

Nil

Last edited by Castro; 15.09.2011 at 11:32. Reason: Sorry, but have to remove the name of said company
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Old 15.09.2011, 11:29
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Re: Our moving Nightmare

From my own experience (moving from UK>CH) I would write a letter to the customer care dept (cc. the MD of the company) with a clear and concise (don't let the emotions in ) account of what happened. Tell them that if the matter is not resolved satisfactorily you will request that your husband's company ceases to use them. Its a massive account, so they should sit up and take note.

Its like most insurance claims processes, the first offer is always a low-ball one.

Good Luck
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Old 15.09.2011, 11:41
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Re: Our moving Nightmare

Is it worth moving Ikea furniture? It looks cheaper to replace them in your new flat.
Ikea stuff suffer from being moved from one room to the next...
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Old 15.09.2011, 11:45
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Re: Our moving Nightmare

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Is it worth moving Ikea furniture? It looks cheaper to replace them in your new flat.
Ikea stuff suffer from being moved from one room to the next...
We've moved Ikea stuff from the UK to here and then from one town here to another - by ourselves. None of it has been damaged.

Much less hassle than having to re-visit Ikea each time.
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Old 15.09.2011, 11:50
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Re: Our moving Nightmare

the spanish...easy going southern style...ye, ye.
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Old 15.09.2011, 11:50
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Re: Our moving Nightmare

This sounds very similar to our experience. We moved from the UK to Switzerland last month and used a large removal company as it was paid for by my husband's new employer.

We have had so many problems and have escalated it to the GM of the UK International Division who phoned us to apologise and to say he was investigating the matter. We are in the process of submitting the claim form now so we will see what happens.

You need to speak to someone in charge so track them down - if it's your employer who has arranged it then speak to HR or the relocation services. That's what they are there for.

Good luck!

Last edited by ng1412; 15.09.2011 at 12:03.
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Old 15.09.2011, 11:51
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Re: Our moving Nightmare

Sorry to hear that Nil. Very hard to deal with on top of the emotional impact of moving.
We have moved several times with all kinds of furniture, from antique to Ikea, plastic, glass, porcelain, marble.
To be honest I was always expecting a disaster to occur and it never did. But I think it is normal practice to cover, protect and immobilise everything as what cant be easily damaged can DO damage...
Really fixing or restoring the furniture sounds fine for things that couldn't be replaced but in practice a disaster to organise.
It sounds to me like they owe you more for your loss of property and time and peace of mind, but I really have no idea how these things work.

flow23 Nil said it was an international company- why all the "southern..." ? Professionalism is a worldwide concept I can assure you!
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Old 15.09.2011, 11:52
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Re: Our moving Nightmare

Sign of the times, I'm afraid Nil:

- speed and "efficiency" (to maximise profits) = lack of care of personal possessions.

As far as I can work out, the attitude seems to be:

"...... you're insured, anyway".

..... which doesn't take into account that not everything has a finacial value for replacement .... and the hassle involved trying to make a claim.

Just check your small items of worth - as some movers believe in helping themselves to their "tip".

[I had a $600 ('96 price) aviation transceiver disappear on my last "organised" move from London to CH, but as most of my goods were in storage for a while, didn't realise until way too late to do anything. Circumstances and opportunity, unfortunately seemed to point to the British packers. I'm sure they have wish lists to be filled]

EDIT: I actually found the wrapping of goods on the other extreme - everything (even if not necessary) was wrapped in a ton of paper. If you put a coffee cup down for a moment it turned into a football size ball of paper.
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Old 15.09.2011, 12:03
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Re: Our moving Nightmare

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Is it worth moving Ikea furniture? It looks cheaper to replace them in your new flat.
Ikea stuff suffer from being moved from one room to the next...
We got the ok for the move and our actual move was in 3 weeks time. We manage to get rid of a lot of things we didn't want anymore but most of what we moved was what we wanted to keep.

I made a big hand made painting work on my daughter's dresser and wardrobe. It isn't just Ikea anymore but something I can't do again. And it is now with chips and scratches.

I said to my husband to talk to his CFO and we will see what she will say. We will go higher than that woman in charge of our file in this moving company, for sure.
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Old 15.09.2011, 12:23
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Re: Our moving Nightmare

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Is it worth moving Ikea furniture?
Some of the most beautiful IKEA pieces are actually no longer available. I like to call them "vintage" . I'd be cross if my awesome out-of-stock dresser would get ruined... (and the hippie in me crindges at the thought of simply throwing away good state furniture because you can just buy cheap new one)

Sorry to hear what you went through, Nil. I was very lucky with the moving company Porto->Zürich. Only one crystal glass got broken. Hope everything gets solved out!
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Old 15.09.2011, 12:37
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Re: Our moving Nightmare

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the spanish...easy going southern style...ye, ye.
The contact person in charge of our file is in the US, the guys who moved us were Germans, french and Swiss.

No Spanish people involve, beside the guys who brang our stuff into the apartment and did a great job.
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Old 15.09.2011, 13:15
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Re: Our moving Nightmare

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I made a big hand made painting work on my daughter's dresser and wardrobe. It isn't just Ikea anymore but something I can't do again. And it is now with chips and scratches.

Now that is heartbreaking. I like to paint too and would be gutted if I managed to paint something good enough to give to my daughter. That day will never come though as I tend to destroy the canvas with my paintings...no help from removal guys needed
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Old 15.09.2011, 13:39
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Re: Our moving Nightmare

Sorry Nil I have no advise as when I moved to Switzerland I packed my own stuff and ended up ruining my favoutite oil painting! But I do feel for you because it's so unfair that you spent your hard earnt cash only to be dissappointed and fobbed off by these people.
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Old 15.09.2011, 13:45
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Re: Our moving Nightmare

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Sorry Nil I have no advise as when I moved to Switzerland I packed my own stuff and ended up ruining my favoutite oil painting! But I do feel for you because it's so unfair that you spent your hard earnt cash only to be dissappointed and fobbed off by these people.
The good news is that we didn't pay to move. But yeah! I spend lots of time to build those furniture, to take care of them and to decorate some of them. And now, they say it will be fixed. At what condition? Like new new or like bof, it doesn't look bad? Because I won't accept anything else than excellent! I take care of my things so I won't accept less than what I am doing to it.

What shocked me deeply was that apparently, from what the movers in Barcelona told us, is that our stuff came from Basel not in a Moving van but in a fridge one. Means no paddings on the wall, no proper fixtures, etc. But a van to move meat, veggies & fruits.

How that can be?
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Old 15.09.2011, 13:52
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Re: Our moving Nightmare

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The good news is that we didn't pay to move. But yeah! I spend lots of time to build those furniture, to take care of them and to decorate some of them. And now, they say it will be fixed. At what condition? Like new new or like bof, it doesn't look bad? Because I won't accept anything else than excellent! I take care of my things so I won't accept less than what I am doing to it.

What shocked me deeply was that apparently, from what the movers in Barcelona told us, is that our stuff came from Basel not in a Moving van but in a fridge one. Means no paddings on the wall, no proper fixtures, etc. But a van to move meat, veggies & fruits.

How that can be?
If I move I may well PM you, so that I don't use them!
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Old 16.09.2011, 03:00
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Re: Our moving Nightmare

Nil, what a horrible experience. I sympathise. We had more than one really bad moving experience, with a lot of damage, breakage and it is really distressing. These were big companies that others have used and praised here on this forum and I wondered how things could go so wrong but they can and do. You can be unlucky and get a really bad moving crew, for starters.

It is not just about the things that cannot be replaced or repaired as new, it is just the stress and hassle that you do not need after the upheaval of moving.

What I did, and it worked, is I went right to the head of the company handling the insurance claim and I did not let up until they gave us a proper settlement and put the damage right, or as right as it could be. We went back and forth, there was a lot of negotiation but in the end we got what we felt was fair. I am sure the insurance company did not see it that way at all.

Unfortunately many moving companies do not provide details on the insurance coverage you are buying. Few people ask to see the policy details and moving companies are not forthcoming with this. If nothing goes wrong it doesn't matter. I have clients who had moves with absolutely no damage or breakage but I think this is not the norm. Yours sounds like the other extreme.

I hope you manage to get this sorted out. Escalate the problem, create a lot of paper so you have a paper trail. Good luck.
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Old 16.09.2011, 08:12
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Re: Our moving Nightmare

The relocation company of your husband's employer should make a complaint. Take pictures of all the damaged furniture.
That's just terrible, I'm sorry for you Nil.
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Old 16.09.2011, 09:59
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Re: Our moving Nightmare

Oh! We have a lot of pictures. Beside the stuff that was brocken, which wasn't the packing crew's fault (I mean, they didn't actually break them, but they didn't cover them properly, only with blankets whiich have been remove at some point in the move).

We know that our stuff passed into a lot of hands. Probably have been moved 5-6 times until it reach home. But no matter the amount of move they had, we are in the right to expect them to be in perfect shape.

We had a terrible time to unpack too because no boxed were having proper information beside Bedroom, living room, bathroom, kitchen, etc. on them. And in many boxes stuff were mixed in a very random manner. I found plant pots (with earth in) in my kitchen's pots! Or a box with Books written on it with toys, tools and picture frames....

Most boxes were a; pick, guess, open and
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Old 16.09.2011, 10:05
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Re: Our moving Nightmare

Nil, our packers (I use that term very loosely), packed our recycling bin with the soon-to-be-recycled boxes, bottles etc in it. I kid you not.

It travelled all the way from the UK to Basel to be delivered to our temporary accommodation. What a great packing system they must have had.

I am afraid they were muppets, no other word I can use for them.

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Old 16.09.2011, 10:08
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Re: Our moving Nightmare

We had a fairly good move from the US, but the unloading of our household in Zurich was rather strange and pretty much ruined the "first impression opportunity" with our neighbors. The container was unloaded in the Netherlands and when it arrived here in our tiny little Privatstrasse, it was carried by not one, not two but THREE trucks! Two of these trucks were the double-trailer kind. Now, we don't have that much furniture, so I'm not sure why it was necessary to spread the load. Of course the arrival was strategically timed on a Wednesday afternoon when everyone was arriving home from work. We are now known as the inconsiderate America family who has way too much furniture.
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