Grace Removals Group - Sydney Reviews 220

We deeply regret choosing Grace, among all the other services that we shopped around for our international move. We ended up getting our information and credit cards compromised; we also lost $4000 worth of belongings and got our insurance (warranty) claim rejected by Grace. I would highly recommend people stay clear of Grace! I wish we had done that and saved ourselves from the nightmare experience. Details below.

We were moving out of Australia back to the UK. We used Grace Removals to ship our belongings from Sydney back to London. 2 packers from Grace came to pack our belongings; let’s call them B and N. I specifically told them to pack everything except for what in the 2nd bathroom and the laundry room (where we left our valuables). Within a few minutes of being shown around the unit, B pushed himself into the 2nd bathroom and locked the door. We stood outside but did not force the door open out of courtesy. We did not hear the usual toilet-using noise except for a flush at the end. We told him right after to use the ensuite toilet but just thought it was a simple confusion. However, 2 hours later, I received notification of an unauthorised transaction on one of my credit cards. That's the main credit card I frequently use so I just thought it had been compromised elsewhere. That evening, I felt uneasy and decided to check all my credit cards. I found similar suspicious transactions worth tens of thousands of dollars on all my credit cards. All these transactions were made on that same packing day. The only common factor for these cards are that they are in the same wallet that was placed in the 2nd bathroom (which is also missing $60). In particular, one card was recently issued by a UK bank and had just arrived within the month. Nobody else has access to this card and I have never used it online nor taken it anywhere more than a 20-minute walk from my home (to pay for a few small transactions to activate the card). We file a subsequent police report and the police arrested the culprit who made the fraudulent transactions. He said he somehow obtained my cards in an area that I have never been to, and did not even know it existed before being informed by the police. Given the above facts behind my UK card, the hole in the testimony is obvious. Nevertheless, we were already out of the country and decided to not waste our time pursuing this further.

Our belongings were delivered in the UK but the service on the UK end was not good. They were supposed to unpack our boxes; however, they instead shoved ALL the boxes into the apartment, stacking them on top of each other and then refused to unpack because there was no flat surface. Then we had to sign the manifest that we have received everything. Given the state of the stacked and jammed boxes, there was no way for me to verify all the boxes had been delivered (foreshadowing!). When I protested, the staff showed me the empty truck and said their task was to deliver the truck content, any issue would have to be sorted with insurance (more foreshadowing!). After more than a week of sleeping with boxes and unboxing, we found missing items (worth about $4000) and that box 85 hasn't been ticked in our unpacking tally. We filed a claim with the insurance, which rejected our claim because we signed the manifest that we have received everything! I provided photos of how the boxes were stacked to explain what happened but to no avail. Basically, Grace warranty (insurance) is worthless. The moment you sign for the delivery, you have signed away your rights to claim something is lost BEFORE anything is even unpacked! On top of that, the manifest only lists items at high level (e.g. "bags, shoes") - there's no mechanism to hold Grace responsible for any losses because it's your words against their so-called "records".

The initial booking call simplified what I thought is a complicated procedure. Keeley were so helpful, clear, and flexible with decisions that need to be made. I can feel the relief and am confident the move is in good hands.

We have used Grace a number of numbers and would highly recommend them. Their personal are always kind, courteous and professional.

Great service from initial quote to moving in and beyond! A complicated move which Grace handled superbly. Large removal from family home of 45 years, then another member of the family a week later. To a VERY difficult site up a very steep road. Then on top of that moving huge antiques and a piano to a different address! All done with goodwill, energy and care. A great service

Sydney office disgraceful organisation. Packing team short handed and not prepared for the size of the house. Next day loading guys, again unprepared for the size of the house and the big problem, a purse went missing, later found with money missing. Would never use this mob again. Be warned. Will say though that the unloading guys from Newcastle were great and had no problems with them. Reading other reviews it seems like Sydney has a major issue. Steer clear of these cowboys.

Lots of miscommunication and i had to follow up for my stuff many times.
No one showed up to pack my stuff when items were being send from Perth to Sydney.
I had to spend all day getting boxes from Bunnings and pack my items.

Outstanding from the beginning to the end. Very grateful to the team who continued to provide advice and assurance throughout the experience. Definitely recommend based upon our experience with the fantastic Sydney team and equally impressive UK partners.

I contacted Grace to get a quote, was lucky to speak to Keeley who was professional, polite and patient. After a bit of thought about what I was moving I committed. From there it was quick and very efficient with good communication from Keeley and her colleagues. The pickup and delivery were very efficient, the movers just got on with it. Nothing was damaged and time commitments were met.

I can really recommend Grace if you want an effortless, effective and economic move.

Grace Removals made our move much easier by their professional and great customer service provided by all staff and providing a fixed price with no hidden extra expenses

- We were told upon booking that we would have bed installation/reinstallation
- On delivery they advised they cant install ikea beds and would have to check. I explained that nobody told us that and i have a connective tissue disease/am disabled so i cant build beds
- Removalists crashed into tree branches and we had to clean it up on behalf of them

A lot of items were damaged or did not show up:
- Henry Allergy Vacuum $549 did not arrive and also specified on the paper that it was owner packed which was not true and incorrect - we still have not heard from Grace removals about where that item went as we were told we would hear back.
- Mops/brooms $60 did not arrive and also specified on the paper that it was owner packed which was not true and incorrect
- Side table damaged $100
- Vinyl Record Player, Amp and speakers valued at $1500 - Vinyl box was put the wrong way up and damaged equipment inside, outside specified fragile and a flat carton
- Smashed ceramic decoration $10
- Storage King boxes - $50 They also lost our Storage Kind brand new boxes worth $50

From first contact with Grace to packing and removal delivery, all communications were clear and well delivered.

I strongly advise against using Grace for international moving services. Despite their claims, they are not truly an international moving company. Our move from Sydney to New York City was stressful from the very start. They handled our belongings carelessly—clothes meant to be hung were thrown into boxes, despite us paying extra for special packaging. Shoes and clothes were packed together haphazardly, and expensive frames, which we paid extra to have boxed, arrived damaged. None of our furniture arrived without scratches or significant damage, as the packaging quality was poor and corners were left unprotected. Even the boxes themselves were of low quality, leaving red traces from their signage.

On top of that, some valuable items went missing, and it seems likely they were stolen by a crew member. The GPS showed that these items never left New South Wales, though not at our old address.

The administrative side was equally problematic. We had to sign documents last minute that Grace hadn’t even flagged until after we had already moved to the U.S. The promised stress-free “white glove” service was far from reality. Our belongings sat in Sydney for at least three weeks, and there was an unexpected vessel change in Malaysia, which they didn’t inform us about.
We will be filing claims for all the damages since we paid extra for insurance, but given everything we've experienced, I don't have confidence that the process will work as they promised.

They are very punctual on the appointments, excellent packaging, all my furnitures arrived without any damages going through 50 days of ocean voyage and multi ports transits.
Their partner in Dubai is very professional with good communication.
The only issue we had with the shipping line changing their route which I believe not Grace fault.

Good, helpful communication and everything arrived safely

I only had a small amount of furniture to go to Melbourne from Sydney but was treated respectfully and made to feel nothing was any trouble to Grace Removals.
It arrived in Melbourne safely and everyone is happy.
Thank you for everything!

We were hesitant to book removalists for our big move as we’ve always done it ourselves. We decided to put our faith in Grace and we’re extremely glad we did.

The whole process was seamless.

Everyone was extremely polite to deal with. Darija handled our initial consultation. She was thorough and made sure we knew exactly what was going on from start to finish, extremely professional. Lejla handled the admin and accounts and did an excellent job.

Then the 3 gentleman who did the heavy lifting! Brett, Matthew and Andrew. These men are an absolute asset to Grace. Couldn’t be happier with their work. Punctual, courteous and treated our personal items with respect. Superior team work!
Very grateful for the entire team at Grace for making this massive of ours a complete success.
Thank you!
David and Natasha

This was my first full interstate move and I couldn't be more pleased that I chose Grace. I was torn on who to go with but am so pleased with the service and care that Grace provided - would never consider anyone else now.

Grace Removals were amazing from the very start !
Seam less and stress free.
The communication was excellent from move day to the pick up of the boxes 3 days after we’d moved in. Friendly removalists at both the Sydney end and moving in on the Gold Coast.
I was so impressed. I highly recommend Grace Removals and will tell everyone I know 👌.
Thank you for making what was such a big move for us interstate… smooth and enjoyable.

Great experience from start to finish during a stressful time. Professional, reliable and efficient operation.

Grace Removals did everything they could to make our move from Sydney to Newcastle as stress free as possible. Every member of the team from the consultant who first worked with us to help coordinate the move, to the team who helped us pack up in Sydney through to the team who unpacked the container here in Newcastle (and who would have thought two people could have so much "stuff") were friendly and so professional we would give them 6 Stars if we could.