About
Que Removal Ltd is a family-operated removals company in London founded in 2015. We offer diverse services, including residential removal, full packaging and moving, commercial removal, courier and delivery, man with van rental, specialized piano moving, and efficient man and van options. We stand for personalized, professional service supported by comprehensive insurance for customer peace of mind. With almost ten years in the industry, Que Removals emphasizes the safe handling of items and aims for complete satisfaction, offering reliable and competitively priced moving experiences. Man and van hire near London with secure transportation of belongings, easy online booking and customer consultation for any question—Que is all about it.Read more
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Sirelo asks...
What is your insurance policy? How do you deal with damaged items?
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Reviews
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Where do I start?
They took 7 hours to complete a 1 bedroom flat, a 3 hour job. Quoted £273, then blackmailed with my belongings in the locked van until we paid them £621 on the job. Manager has no respect for his customers and is not willing to manage his purposely slow staff. This seems a common occurrence in the reviews.
The packing of the items was something a child would do, they packed all the small bin bags at the back of the storage unit, leaving no room to fit the bed. After 7 hours they refused to lift the bed up to the unit and left as I refused to pay them a single penny more. Me and my partner had to rearrange the atrocious job they did in order to fit the bed in. (This was a 80sq ft unit for a 1 bed flat, there was plenty of space, the problem is it was all at the back!)
To top all of this off, they left my furniture in the pouring rain. One of the drivers somehow managed to cut his finger on the lock to open the unit. Didn’t let anyone know and leaked blood stains all over my bed! The owners solution was to clean it, does he know how unhygienic this is?!
I’m sure the owner will respond with a snide response as he has been doing since I’ve been trying to contact him via email to get a resolution. But please be advised that booking these guys is not a good idea.
I’ve included pictures of the double bed they left us with and the van of them leaving not to forget the blood stains!
Please be warned!!!Read more
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RESPONSE TO OWNERS REPLY :
*I was unable to utilize the insurance coverage for missing items and the owner is very aware of this.
* My husband packed his own belongings. All his valuables aside for clothes and shoes. I on the other hand - could not given the fact I had a newborn at the time, thus being the reason I hired this moving company. The items that have gone missing are all small enough to fit in a backpack but worth over thousands.
* After writing my honest review , the owner had offered me a ‘goodwill gesture’ of £200 to take down the review and close the matter once and for all.
* I refused the £200 that was proposed and came back to him with what I thought was fair - a reimbursement of the cost of my move , given that thousands of £s worth of my valuables went missing after this move.
* The owner refused my asking of the reimbursement cost and is now trying to take me to court requesting additional thousands of £s from me.
* I have a baby as mentioned previously , I just went through a big house move, unpacking everything trying to get my new home in order. I broke my ankle 3 months ago and still wearing a boot not able to bear weight on my foot. Going to court is honestly not worth it for my new family after this already very stressful situation.
* I came back to the owner proposing a final settlement of £500, leaving me at complete financial loss but better than the initial £200 he proposed and I was hoping to close this chapter once and for all and not have to deal with the burden of having to go to court with my baby over something that I am really not in the wrong for whatsoever. I thought the £500 asking was a fair and equitable resolution to this matter. I have come to the acceptance that my valuables will never return.
*Despite the above mentioned, the handling of missing items and damages was not addressed satisfactorily. My attempts to resolve these matters directly with the owner were not met , ultimately leaving the matter unresolved after continuously calling every day then every week trying to understand what happened to the items that were missing from the moving boxes.
ITEMS MISSING:
Hermes black / burgundy belt
Louis Vuitton black / beige belt
Gucci belt
2 Louis Vuitton scarfs black and cream
Black YSL sandals
Gucci shirt
Go pro
Various dresses
Jewerely
To state that I am making this up after months of dealing with this situation is absolutely absurd. I do not have proof , no - and this is why I advice anyone to not make the same mistake I did , use any kind of recording , anything that can potentially avoid the unfortunate experience I went through.Read more
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They explained that the driver mentioned below was a new hire and made up both the ULEZ charge and the extra hour he 'generously' waived following his damaging of my antique desk.
They also re-imbursed my 50£.
Basically this is a case of a company having had luck with a new hire, who reveals himself to be fairly crooked on his first week on the job, rather than the company themselves being in the wrong. As such I am changing the rating from 2 to 4 stars, as I appreciate when people try to make good.
I am sorry to say that my experience with this company was quite bad.
Booking was fairly simple though obtuse, I had a pleasant convo with a man on the phone who asked me a series of details and gave a series of options (time, people helping etc)
After the conversation he sent me a link where I had to put all that information back, which seemed unnecessary. One of the questions was about congestion charge, we’ll get back to that.
Anyway the quote is given (127£ for 1 man 2 hours and 2 flights of stairs) the deposit is paid (31£) and we’re off.
Yet I specify in my booking I have an antique desk which is a bit fragile.
The promised day comes and the van arrives!……..30 minutes late, having called to say he would be 15 late. No biggie London is huge and traffic is what it is. The fellow Has his own way of doing things so I follow his lead and one of the few things that we bring down is yon desk mentioned earlier, we carry it both to the van with care, and I leave to grab other items.
All is packed, onward!……………………..::..
………….except that before I go I’m told I need to pay an additional ULEZ charge, as the address going is ulez zone.
Dear reader no such question/option was on the booking page it merely asked about congestion charges, might have mentioned.
Oh well off we go!……………………..:::
………..except that 5 minutes into the ride I’m told as the desk was being laid down in the van one of the legs snapped……..
The driver said to look for those who could repair it, i wondered if it meant the company was going to cover costs of repair or take some off the final bill.
No such luck in the 22 minutes the ride took. Anyway we arrive, we unload everything and i survey the damage, and a leg is busted dear reader, very busted.
Yon man, his task finished, comes to me to settle the bill. At which point he says we have gone over the 2h limit by 15 minutes (it was 12 but who’s counting) and an additional hour charge applies. BUT given the kerfuffle with the leg he is willing to only charge half!
What generosity dear reader! What grace and kindness.
Holding back tears of joy (not really) I point out that I had been very specific about the desk when I made the booking and they had spectacularly failed to take care of it.
At which point, overcome with the milk of human kindness, yon man waived the extra fee entirely, and I also never heard mention of the ULEZ charge again. He diiiiiid make sure I paid the remainder then and there, and I acquiesced so to settle the matter and get on with unpacking.
There are some, dear reader, who might define this series of events as carelessness and unprofessionalism, there are some who might describe these behaviours as predatory in a financial sense, obfuscating information, demanding extra charges, and damaging goods. There are some who might say these things indeed,
But for my part all I shall say is I shan’t be availing myself of the services of this company again, nor am I inclined, dear reader, to suggest you should. EDIT: See top.
This review is dedicated to the memory of my desk.Read more