Horrific experience from the moment our shipping was collected.
We were made several promises about the service we would received and almost none were kept. The whole experience has been a nightmare and 6 months on we are still chasing lost items and completing lengthy insurance documentation.
Firstly, the shipping sat in Singapore for 3 months as they were unable to find a way to get it out of the country. During this time, i had to chase numerous times as they were completely unresponsive leaving us entirely in the dark.
They eventually send the shipping to Brisbane instead of Auckland in order to get it closer and 'speed things up'
In Brisbane, the shipping was split into two separate consignments before it left for Auckland and we were not informed of this until half of the shipping arrived into port. Again communication was non-existent.
Some boxes were opened and repacked by SIRMove with items being thrown back into half empty boxes. As a result, many sentimental and.. Read more
Response of SIR Move Services
Thank you for your review and we are sorry that you had a negative experience.
This was a Groupage Shipment. At no point was timeline promised as it requires the shipment to be filled up before it can leave Singapore. That was advised at the onset and is stated clearly in our quotations and documented in our Terms and Conditions. Please also note that while the shipment was waiting to be filled up, we did not charge for the Storage in Singapore.
We collected the full shipment that was PRE-PACKED by the owner/customer at origin. We asked the owner/customer to leave the boxes opened so that we can verify prior to closing and it is a pre-requirement for Insurance & Shipping purposes.
Therefore customer/owner packed everything, SIR did not repack but only inspect.
The shipment had to be rerouted as the customer could not wait for the shipment to be filled via Groupage direct to Auckland.
Therefore SIR had to send the shipment via LCL ( Less than a container Load ) to meet the timeline of the customer. This was done at added cost and absorbed by SIR Move.
As per packing list, all items we loaded and matched.
In our 13 years of moving, unfortunately we have some incidences where damages and/or missing items can occur. The moving company is only one piece in the whole process. There is handling at ports, shipping, weather, customs inspection, 3rd party handling which might account for damages and missing items, we are investigating this with our team and partner in Brisbane and will keep you updated with the process.
We are expediting the Claim Process with the third party provider. They are going through the assessment phase.
Our management is monitoring this to the end. From the trail of emails I understand that our CEO Charlie Scott has been involved, replying to every email and trying to expedite the shipment.
Once again, we apologise for falling short of your expectations.
Should you need to reach out directly please email [email protected]
Published on: July 15, 2019