After extensive research we choose to use Doree Bonner based on the great reviews and some assuring chats with their consultant. However, everything I was sold on has not been delivered. I received a quote from the company during the height of COVID in the UK and was told that in normal circumstances they average 8 weeks but during COVID we should expect a 12 week delivery time from door to door.
The problems began when our flight was cancelled last minute. We called the company as soon as we found out (9 days before the move) but as it did not fall within their 10 day policy, they were unwilling to delay the move without a large fee. So we went forward, resolving that at least we would have our shipment when we arrived in Australia. The move itself was wonderful and the removalists were kind, courteous and did a fantastic job, however, we were promised three movers and only 2 turned up with no explanation. We finally arrived in Australia 9.5 weeks after our things had been collected and were shocked to find out our shipment hadn’t even left the warehouse in the UK!!! There has been no apology, no explanation and no transparency whatsoever. We are now looking at a 5 month wait until we can access our belongings in Australia. I am hugely disappointed in this service and would strongly advise AGAINST using this company.
Although the sales pitch was excellent and the consultant very helpful as soon as we signed on the dotted line and paid our money we were passed over to a dedicated 'move consultant' at which point the high level of customer service completely disappeared. We have been left completely in the dark, never updated (unless we reached out) and we've received vague and curt responses.
Moved from London (United Kingdom) to Sydney (Australia)
Let me start by saying that my partner and I have had a successful Ombudsman claim against Doree Bonner, after they essentially defrauded us.
Brief summary: Doree Bonner drove our possessions to our new address in France, then decided they couldn't deliver and took everything back into storage in the UK, hence breaching the contract we had with them. They then sent us an extortionate bill for a second delivery that we had to pay in order to get our possessions back. We opened a claim requesting they reimburse the second delivery, but after ignoring us for weeks, they eventually dismissed it claiming they had no responsibility in the failed delivery. The Ombudsman eventually found in our favour and ordered Doree Bonner to reimburse us. They ignored the ruling, even after TFO's aftercare team chased them. Eventually, some 3 months after TFO's ruling, it took us involving the BAR and the press for Doree Bonner to finally pay the settlement.
If you are considering hiring them, I strongly advise you take the time to read the full story.
My partner and I hired Doree Bonner to handle our move from the UK to France in July 2019. We signed a 2 legged contract which we paid upfront: Doree Bonner was to pack all our possessions, put them into storage in the UK, and deliver them at our new place once we'd found it.
Doree Bonner badly underestimated the volume to be packed, so on packing day, they sent too few people, with too few boxes, too little time, and too small a van. The people they did send, however, were friendly and efficient. We had to spend most of the afternoon on the phone with DB for them to eventually send another man and van at about 8pm, on the day before completion on our house sale. They charged us another fortune to cover the cost of the additional volume. Quotes are meaningless if companies can up the cost after the contract has been signed and demand more money.
Things got much worse when we found a place in France. Doree Bonner charged us extra for a 4th floor delivery. We filled in a form about our new place, stating amongst other things that we could not guarantee a parking spot, and we sent a Google Street view link of our street so they could see how wide it is.
Doree Bonner would not confirm the date when the delivery would take place. They said it would be one of 2 consecutive days. My partner had to take 2 days off work. Only on the morning of day 1 did Doree Bonner say the delivery would be the next day. On day 2, in November 2019, 2 drivers showed up. They said they couldn't find a convenient place to park their lorry, drove around for a bit, parked on a nearby square for a while and eventually declared they had to go do another delivery and would be taking our things back to the UK. While we were frustrated not to be getting our things that day as planned, our feelings turned to outrage when Doree Bonner sent us a new bill for £2,760 for a re-delivery. They told us we would never get our possessions back unless we paid. We contacted the BAR (British Assocation of Removers) who suggested we pay to get our possessions back and open a claim later for our money back.
Our possessions were finally delivered in December 2019, but it became apparent that proper care had not been taken: our TV was broken, several items were missing, and several boxes had been stored in water.
We then opened a claim with Doree Bonner to ask for the cost of the second delivery back. Doree Bonner ignored us for weeks. They kept promising to call us back but never did. They claimed our contact there was on holiday, and then off sick, but could not explain why noone else would speak to us. We had to involve the BAR for someone to finally contact us, saying they'll investigate. In lieu of an investigation, they claimed 2 weeks later that they had 'done nothing wrong' (though they could give no argument to defend that) and only offered a 'goodwill gesture'. We refused and turned to the Furniture Ombudsman (TFO), in January 2020. Their investigation took a long time because Doree Bonner was very slow to engage.
TFO eventually ruled in our favour and ordered Doree Bonner to pay us back, on 1 April 2020. Doree Bonner ignored the ruling for 3 months, despite them still operating throughout lockdown. 6 weeks later. By late June, we still had not heard from them, despite chasing them, the BAR, and TFO. TFO chased Doree Bonner on our behalf, but were ignored for weeks. The BAR stepped in, but Doree Bonner untruthfully told them the matter was resolved. They only paid when we involved the press (the Observer recently published our experience: https://www.theguardian.com/money/2020/jul/16/we-paid-2227-for-our-move-to-france-and-it-got-us-nowhere).
Moving can be stressful, but Doree Bonner turned it into a 7-months ordeal.
I have since reviewed them on trustpilot, only for them to unjustifiably report my review, now offline pending investigation
Moved from London (United Kingdom) to Niort (France)
Moving guys were polite, professional, on-time and took care of everything - couldn't have asked for better service. Highly recommended!
Moved from Bournemouth (United Kingdom) to Owen Sound (Canada)
Again excellent service. So helpful and professional. Will recommend to all that’s for sure when a removal company is required.
Moved from London (United Kingdom) to London (United Kingdom)
Absolitely appalling ecperience with Doree Bonner in excess of £25k worth of goods missing or damaged on arrival. Awful customer relations and no ctedible explanation given i wush I had never used them, they have caused so much stress situation still unresolved.
Moved from Morwich (United Kingdom) to Dubai (United-Arab Emirates)
Handled my all things. Super polite, very nice guys. They took apart two beds and a baby crib and reassembled them at the new location. So glad I went with this team. Their service was really the best.
Moved from Los Angeles (United States) to Washington (United States)
The staff was very clear from the beginning. Professional and very friendly staff quite experienced in their job. Took good care of my belongings and furniture.
Professional and friendly staff
Very experienced in handling delicate stuff
Moved from Ilford (United Kingdom) to Dartford (United Kingdom)
I can tolerate slowness and mistakes , but when I comes to hidden charges , these guys are really dishonest . When the goods arrive in the country you get hit with hundreds of dollars threats due to customs charges , but when you call customs they say there isn’t charges . A money making scam and really dishonest . I would have been happy to pay if that had been disclosed from day one . Some of the practices of offer £50 gift voucher to write good reviews might trick up most people but the integrity of company is very poor . You hardly get a reponse from the company , when you complain . Quick when you they want funds , slow when you are locked in and paid up , then screwed when you want your goods . God knows where my belonging are . It’s dreadful and stressful , and the lack of care criminal
Moved from London (United Kingdom) to Sydney (Australia)
[name removed by Sirelo] was very professional in conducting the survey and advising us on all aspects. [name removed by Sirelo] was very prompt in responding to our mails
Moved from London (United Kingdom) to Bengaluru (India)
They came out to survey our belongings and were very good at communicating. When we decided to put our belongings in storage, they offered a very competitive quote and came to collect our belongings. They were great from start to finish.
Moved from Sheffield (United Kingdom) to Sydney (Australia)
They handle your things with care and keep you informed every step of the way. Unfortunately when my things arrived in the USA the say could not be said for the different company.
Moved from London (United Kingdom) to Orlando (United States)
Once the container arrived at its destination we were not given our container due to the people in the country of destination asking for thousands£ in order to release the container. These additional fees being requested were not made explicit or transparent by DBONNER. We therefore have a container of all our belongings that they refuse to give us and are currently living with nothing. It’s corruption on behalf of dbonner and the global packaging company in Pakistan.
Helpful with packing our household items in England
Never received our container
Completely ripped off on the other side of the world and the company was useless
Moved from Birmingham (United Kingdom) to Islamabad (Pakistan)
From start to finish packing the house up and storing to returning my Mothers belongings and having the maid service everything was first class . The care and respect given was fantastic . The crew packed everything so well nothing was damaged. I was kept informed and nothing was too much trouble . Without hesitation I recommend this company, Thanks to the office staff and to both sets of crew
Professional caring nothing was too much trouble
Moved from Crowborough (Austria) to Canterbury (Algeria)
1) no point of contact (many emails from different people) no confirmation of picking time, discrepancy in messages
2) inexperienced packing movers (many non dismantled pieces of furniture, empty spaces) which doubled the volume and finally doubled the price.
best offer of cost per volume and free survey at home
doubled volume by inexperienced packers
Moved from Cambridge (United Kingdom) to Seattle (United States)
The end to end experience was a disaster including a price hike due to them underestimating our contents, and boxes missing & items stolen from boxes which includes expensive items. Our items arrived in two batches along with boxes belonging to another family, and both times our floors were damaged which the movers tried to deny. Our insurance claim was ignored. Really upsetting.
Moved from London (United Kingdom) to New York (United States)
After sighning up with this company for a certain amount of square meters of space of wich we reduced to keep costs down and was told there would be a refund wich we never recieved.
our furniture was left a long time in the uk before departure without being informed of such delay.No real follow up from them as to where our furniture is or how long it will take. very dissapointed .Would not use them again
Moved from Torquay (United Kingdom) to Johannesburg (South Africa)
The packing guys were great and delivery was all very professional, 3 months it took from door to door, but was over Christmas
Keep an eye on how much you pack
Moved from Surrey (United Kingdom) to Pensacola (United States)
Items took longer than promised and we also had items damaged. They were very good at selling but service was very poor. Don’t fall for the spin.
Moved from London (United Kingdom) to Perth (Australia)
I was told they worked with American Van Lines on this end.
that was not the case, I got some low rated outfit ...not happy
excellent guys who did the actual packing up
emails were returned promptly
need to make sure you have a reputable delivery crew
Moved from Dereham (United Kingdom) to Pinehurst (United States)
Great support in planning and brilliant staff
Moved from Keighley (United Kingdom) to Squamish (Canada)
I cannot say conclusively as i have not received the shipping in Canada but the experience in UK has been very good
Professioanl and punctual with appointment to assess and to pack
Moved from Battle (United Kingdom) to Vancouver (Canada)
The management staff have been very helpful and professional, the movers that arrived in the truck, 2 guys were both very friendly, efficient and professional, top service.
Moved from Seascale (United Kingdom) to Auckland (New Zealand)