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Sirelo asks...
What is your insurance policy? How do you deal with damaged items?
What is the best advice you would give to customers?
Reviews
I booked a 2 hour move based on their estimate, most moving companies had an hourly rate after that. Before the move I sent a full itemised list of everything I was taking. The only large furniture was a bed frame and mattress, the rest were lots of bags and boxes and shelves (no wardrobes, sofas, tables etc). I had to push to receive confirmation via email rather than WhatsApp, and expected documentation such as insurance details, which were never provided.
I have health issues and should not be doing any heavy lifting, which is why I hired movers. On the day the team were polite but worked very slowly and with little urgency. I lent them one of my trolleys to speed things along. I mentioned that I needed to reach the new address by a certain time due to deliveries and asked if we could speed things up. In the end my partner and I had to help load the van ourselves. My partner was lifting heavy items into their van despite not being insured by them, and I mentioned to them I have health issues and shouldn’t be lifting anything (I was worried about how long the were taking).
Before the van had even been fully loaded, I received a call from head office. The owner opened the call by saying the team had another job booked and could only unload items at the door at the new address before leaving. The call became quite heated, he was unhappy I communicated to the movers I had to be at the next location by a certain time. I explained that if the job was taking longer than expected I was happy to pay for another hour, but that double booking was not my responsibility and I needed the team help unload everything to the new flat. He responded by saying ‘it was my problem’, I should have ‘booked earlier’ and spoke to me in a patronising way, saying he had been doing this for years and knew what he was talking about.
I was pretty angry, but gave him the opportunity to restart the conversation, he should have simply asked if I wanted to add another hour. Once the call reset, he did offer this option so it seems the team weren’t booked on another job after all.
In the end the team were able to complete the job and apologised on behalf of head office. The movers themselves were friendly and a lot faster unloading at the other end. But the planning, communication and handling of the situation by the company could have been much better.Read more
Just wanna say thank you made a hard day that little bit easier.
Jony and Khalid were fantastic - they were so friendly, we had a laugh with them and they made the whole process so easy for us.
We also half way through the move needed a second van and they and their boss made a second round trip happen for us even with the short notice, without giving us any hard time over it
We had such a stressful weekend moving over the weekend and these guys eliminated so much stress for us- we’re so grateful!
Thank you








