When "delivery within 14 business days" becomes 35 business days
The good: We EVENTUALLY received all our items and very little was damaged or broken. The movers themselves were quick and efficient.
The bad: It took more than DOUBLE the expected time to receive our stuff. We were told it would take 3 weeks (14 business days) to receive our things and in reality it took 7 weeks (35 business days) . The company told us that due to covid they had trouble coordinating our trip out West (which basically means they prioritized their profit over their customer service/ promise and would rather make their customer live without furniture/items for 7 weeks than arrange for their things to be delivered at the time it was promised)
The ugly: We were left in the dark about the mistake/"difficulty coordinating our trip" for the first 20 business days and we had to ask for an apology/ reconciliation. In the end we hardly received an apology and only got $50 off our amount for the "inconvenience." The customer service was absolutely awful and if you decide to go with this company expect to be left in the dark and to have their profits prioritized over your service.
- Approximate cost of services:
- $1,420.00
- Company Response
Dear Alia, we are terribly sorry for the unpleasant experience you had with us. Whilst an apology will regrettably not alter the outcome of your experience on this case, we do extend it with sincerity. We didn't prioritize the profits of the company over our clients. We have a shortage of staff due to the current pandemic of COVID - 19, this means that most of our movers and drivers refuse to go out and work in such conditions, so almost every week we have to look for the new people, with good experience and skill. So we had to stay longer in each province to find local helpers who could assist us with pick ups and deliveries, that's why the truck was going so slow and off the schedule. We do understand your situation and sorry for this to happen, unfortunately we can't control the situation with the pandemic, because it doesn't depend on our company, which falls under Force Majeur situations, as bad weather conditions, which are as well not controlled by us. That's why the compensation was that small, but we value you as a customer and wanted to help as soon as possible. As well there was a disclaimer in the booking agreement, that due to the pandemic, delays might occur. Please let us know how else we can be helpful in this situation. Best wishes, Pacific Moving Canada team.