Fragile Removals & Storage

I have used Fragile removal twice so far during the past few years. The drivers/movers were on-time, polite, and professional and moved our fragile items with lots of care.nAlso the last time I used their service, an incident happened during the move but I was fortunate that their customer service, Kate was very diligent and followed up the issue until it was resolvednVery happy with their service and value and would use theirs again

Caution - think twice before using this company. Drivers were a no show and no alternative arrangements confirmed by the company. Read below for full details.nnI booked Fragile Removals for mum and dad’s move from Calamvale to Rochedale South for Saturday 3rd of April. Everything was all set including reconfirmations from both sides - both Peter from Fragile Removals and mum called to reconfirm the booking a few days prior. However, on 3rd of April mum received a voicemail at 9am, the same time as their removals was meant to show up, stating that one of their drivers got Covid and has to isolate and the second driver also has to isolate.nnAlice, from Fragile Removals, informed mum that they couldn’t get anyone until Tuesday (after the Easter long weekend) but mum pushed back and said it’s too late as they need to deep clean the 3-bedroom townhouse and hand back keys to which Alice said she will try for Monday the 5th of April. Mum called me and I was shocked to hear this unfolding and I could hear how distraught she was. Mum doesn’t have a good heart and that triggered me to call Alice myself. There was no new information that she hadn’t already told mum and she just kept repeating that she will try and find someone for Monday.nnMoving home is already stressful enough as it is and when the removals company themselves cause additional stress, it’s unbelievable and truly unprofessional how they don’t have systems in place to mitigate risks. We’ve had to cancel their services or lack of services I should say because we have zero trust in them now. I hope someone reading this puts proper systems in place such as having standby drivers on call as backup and having a standby manager on duty for staff to call - Alice was the only staff member working with no manager.nnMum and dad are in their late 60s having to unpack essential items such as bedding and toiletries from boxes because everything was packed and ready to go for their move. I do hope leaving this review will make the company improve their services but for us, you’ve lost a customer.

Very disappointed with the company on my interstate move. Poor communication from the office, shattered an expensive painting and frame and the movers were unprofessional. WOULD NOT RECOMMEND

Do not use this company!! We were scheduled to have our furniture delivered however on moving day, the removalists didn’t turn up. When we phoned the company to see what had happened the staff (Ella and Jem) were dismissive and advised that they didn’t have the job booked in, despite us confirming with them over the phone twice prior to moving day. At one point the staff above blamed us for the error. Staff were unable to identify who their senior manager was or what their escalation pathways were for such situations. It took writing a comment on their social media page to receive any action to resolve the situation and identify who the manager was. We had to wait two days for the company to organise delivery and we were therefore required to make alternative living arrangements and dispose of perishable food (fridge items) resulting in financial loss. We were promised that the company director, David Drezner, would phone to apologise and discuss the situation however we’re still waiting. We also have multiple scratches on furniture items and damaged packing boxes. It’s been an incredibly poor experience.

Let's face it moving people's belongings is a very tricky task and it's nearly impossible to expect everything to be perfect. My whole experience with FR was great, from the admin through to the two guys that did the move. I wouldn't hesitate recommending them. Thanks guys.