Lopa Removals

Lopa Removals has contacted this client in advance of the collection date and informed that due to increased risk associated with Covid-19 and subsequently UK lockdown as from 24/03 our operation needs to be suspended.
At the same time, we were clear that once it is safe to resume our services and lockdowns are lifted we will be in touch to arrange a new set of dates.

We received a response weeks later when the client asked for a full refund. The client has been informed that request for a refund will be treated as a cancellation and therefore terms and conditions will apply (60% of the removal cost). We did mention again that our aim is to still complete the service as soon as possible and safe to do so and in the meantime encouraged the client to use local storage as he himself suggested.
Despite that the client insisted on a full refund, so he can move house.

Lopa Removals responded to this request and reinforced the point of cancellation and also pointed out that sadly at this stage, due to unprecedented circumstances we are not in the position to proceed with the refunds straight away, as the current crisis has an impact on our finances and we are waiting for government assistance -business interruption loan and small business grant, which are not a bailout, as stated above by the client.
We didn't deny at any point the right to a partial refund as per our terms & conditions only asked for understanding and patience as this may take longer than usual in current circumstances.

Unfortunately what followed is a number of offensive emails, including false statements and arguments about Covid-19 not being an excuse to not proceed with the move on the agreed dates.
The client also posted a review here, but sadly instead of being only a statement of the fact it mainly included a number of offensive and false statements, to which we also responded here and simply cautioned publicly (not threaten) about libellous nature of the review.

The circumstances we all found ourselves in are challenging for all, but we believe we had to put people wellbeing first and our actions were ultimately based on a number of European government instructions, as removals services are deemed as non-essential.

Thank you Ivaylo for the feedback - I would like to just point out that our quotes are based on volume and weight and I see that our initial estimate was much higher (10m3) than the actual volume booked by you (5m3). We do not know why you have decided to book only half of the estimated capacity as we never received any list, but making such a decisions without checking it with our estimator's team will always carry a risk. As for the number - please note that for the convenience of the clients we have 5 numbers (including 4 International FREE NUMBERS) - all listed on our website quote, emails. In case of any questions or problems please let us know.

Hi Simona - you are right this was a very short notice due to vehicle problems. I'm sorry that this caused you to miss a day at work. Unfortunately, we are unable to predict such a things. We had to reschedule your delivery and to avoid another day off work we have agreed on the out of hours delivery (after 6 PM).

Dear M,
Thank you very much for the feedback. You are completely right, there is a lot of things that can affect our schedule and sometimes this will inconvenience our clients.
We always advice that all the times and dates provided are only estimation, as we cannot predict traffic, weather or Eurotunnel. Our teams cover between 1000-2000 miles / week, collecting and delivering multiple clients and delays might happen as there is a lot of unknown factors.

As for the Eurotunnel - everyone thinks, that this is an easy excuse, as there is no information about the delays on ET website. Unfortunately this if far from the truth as for political reasons it's not very convenient to talk about situation in Calais. Yes, their service might run up to schedule, but what is happening just outside their gates is a completely different story - it's like a war zone. I urge not only you but also anyone who reads this review to google "drivers in calais"... This is what our drivers are dealing with every day and if anyone has any complaints about us being late (when I ask the crew to wait till the morning, until is safe, before crossing) then please contact your authorities.

I'm sorry if it's a little harsh, but this subject is close to my heart and we are working really hard, 7 days/ week, sometimes until 10-11PM - just to minimise the effect of this situation on our schedule and any inconvenience for our clients.

In regards to additional weight - our quotes are based on the volume and weight; some people have their boxes lighter, others have their boxes heavier. We cannot really predict that in advance.

I would love if you can reconsider your star rating, as I would imagine 5 star rating represents a successful move and 1 star represents a total disaster. We had a pleasure to work with you, we have collect and delivered all your goods in good order, with small delay on the collection and 1 day delay on the delivery - I think at least 3-4 stars would be fair?

Any questions, please feel free to contact our office.


Regards,
Jaroslaw Wolak