Good service but if something goes wrong they hide it

M25 Movers,  London www.m25movers.co.uk
★★★★★
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rozsapanka's review of M25 Movers, London www.m25movers.co.uk

“Good service but if something goes wrong they hide it”

★★★☆☆

written by rozsapanka on 14/07/2016

We requested a quote to move our furnitures and stuff to our new home. The search resulted as we can pay for 2 guys and a van for 2 hours, to get the things done.

They have asked for the card detail through phone for the first £10 in advance payment, and the rest should have been paid at the time of the moving in cash. I felt a bit uncertain and unsecure giving all my card details (including the security number from the back, so they can use my card to pay for anything from now on) It is a bit weird that they don't have an online form for it. And they cannot accept card, only cash for the rest of the money, but at least they let us know beforehand.

The guys arrived on time, were very helpful, acted professionally, eg. paid attention for the boxes marked being fragile, and that the opened van was never unattended; and amazingly fast, we were done in a bit more than an our. They seemed to secure our stuff in the van thoroughly, and they have shown us the van before they left that nothing is left behind. Thanking the good work we gave them £20 tip as well.

BUT... Before they arrived, when we were packing up, we left some plants out, because we were not sure if they can be securely moved, and these are small things, so worst case I can move them on the bus. When the guys were moving our boxes, they asked if the plants are coming as well. I said yes, if they can take them. They packed them up in a box together with a plastic bowl and our EcoSphere (This is like a tiny, sphere-shaped, closed aquarium with plants and shrimps), which has never arrived. (The plants were separated, and the box itself disappeared, although I found a small piece of broken curved glass in the bowl).
So now we are very disappointed, not just because the £149 which we had paid for the sphere, or that all the shrimps are dead now :'( (we spent hours with watching our tiny cute shrimps running and swimming around); but because they cleaned it up and lied about it, and smiled when they took our tip.
I was expecting collateral damage (I don't say that it is fine that it has been broken, but happens) but the fact that they cleaned it up as nothing had happened, lied about it and took our additional money is unacceptable.

From this incident I have learnt that, next time I pack up my stuff by myself, whatever I want to bring (the rest can stay if I decided before, no last minute changes) and I won't trust others to be able to pack them properly (I have packed up my whole kitchen the night before into boxes with proper packaging and nothing is broken); and to number all the boxes one-by-one and check if they all arrived.
They seemed to be professionals and were nice, but I shouldn't have trusted them :(
Even if they seem to be good based on the reviews, given the recent experience I would try another company next time I move.

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