Movepack Furniture Removals Gauteng
Movepack Furniture Removals arrived with a truck that was in a very poor, worn-out condition. After unpacking, we discovered that several items were missing—all from one specific crate. We reported this to Movepack, but no action was taken. We strongly suspect that these crates were never offloaded by Andrew and his team. Unfortunately, Andrew and his team are from an external company called Nissi Removals (see photo). When Movepack has too many deliveries, they bring Nissi Removals in to assist. Their truck was in a very poor condition, with smoke and fumes coming from the exhaust, and some crates have gone missing.
Based on our experience, we would not recommend this company for any moving services.
Reply from MovePack - Furniture Removals
Hie Bridget
We take note of your updated review, and thus, will take time to respond to all the points raised in it:
At MovePack, we pride ourselves on transparency and exceptional service, so we take all reports of missing items extremely seriously. We would like to clarify the timeline and the steps we are taking to resolve this for you following your updated feedback.
You reported the missing crate late on the 30th of April. As this was a month-end period—the busiest time in the moving industry—followed immediately by a public holiday on the 1st of May, our offices were operating at limited capacity. It is worth noting that this review was posted less than 24 hours after your report, which unfortunately did not allow us the necessary time to complete a thorough investigation before providing you with a formal update.
Regarding your specific concerns:
Service Partners & Quality: We occasionally utilize trusted service partners like Nissi Removals during high-demand periods. This model allows us to assist every client regardless of the volume of requests, while maintaining our standard affordable rates. By doing so, we shield our clients from profiteering companies that raise prices unjustifiably during peak periods. This approach has helped us receive numerous excellent reviews from clients citing our affordability, dependability, and reliability. However, every partner is contracted to uphold MovePack’s strict service standards. We are taking your feedback regarding the vehicle condition very seriously and are reviewing our partnership with this crew to ensure our quality model is never compromised.
The Team & Inventory: As per our standard procedure and Terms & Conditions, a final walkthrough and sweep of the vehicle are conducted with the client upon completion of every move to ensure all items are accounted for. Our records indicate this move was completed and signed off a week prior to your report. Despite this gap in time, we have still initiated an audit of the partner's manifests and vehicle as a gesture of goodwill to ensure nothing was overlooked.
Service Excellence: Our reputation is built on a high-quality service model, as evidenced by our excellent track record across various platforms like HelloPeter and Google. We intend to ensure every client experience—whether handled by our primary fleet or a service partner—reflects our commitment to professionalism.
Previous Resolutions: We recall that during the initial stages of your move, some items (screws) were thought to be missing but were fortunately located by you shortly after under a table. We remain hopeful that this crate has simply been misplaced during the unpacking process at your new residence, given the time that has passed since the move date.
We are committed to a fair and honest resolution. We ask for your patience for just a short while longer while we complete our internal investigation with the relevant team. We will be in touch with you directly as soon as we have a definitive update.
Sincerely,
Management
MovePack
