Bournes Moves - Removals, Storage & Shipping Reviews 954

Response to the Bournes reply to the original review.

A cursory look at the response shows the Bourne’s attitude. A patronising opening, followed by Bournes saying 'we take great care' etc etc. That is the point in the review. Bournes didn't take care and didn't protect the item which, by the way, was worth £7000. There was no accident here. It was incompetence not accidental damage. They talk about 'our' claim, it is the builders. That is clear from the original review. They say 'the damage can be repaired'. I was present when the repair operative said it couldn't be repaired. Then a patronising end.

It is clear from their response that Bournes know what the job is and the claim referred to. Why then have they now asked Trust Pilot to get information from us to 'verify' the claim and ensure it is genuine? Feels like a ruse. To reiterate Bournes took no care of this item. However, the way their contract is, Bournes don’t need to as they are NOT LIABLE for damage. Bournes expect customers to insure against their lack of care and respect and then when the insurer gets involved the insurer looks to avoid paying the claim and insist on a repair when the repairer has said the item cannot be repaired! Scandalous.

All anyone expects of a removal company is for them to take care of the items in their care. Bournes did not. Bournes then hide behind the contract, insurance policies and industry practices. Bournes have not taken responsibility for their failure and that is shameful. The contrast is with our builder who, having being let down by Bournes, is doing the right thing!

Original review:

Awful company with no integrity. At the request of our builders who had remedial work to do, Bournes emptied a room, stored the items and returned them a few weeks later. One item was a pool table. The table was returned with severe damage. Veneer was chipped off and deep scratches occurred all around the pool table. We were told the item was damaged whilst stored. They had one job, and did it badly. However worse was to follow. They accept no responsibility for doing it badly and referred our builders to the insurance policy. That’s because the ‘small print’ limits their liability. In other words they don’t need to look after peoples belongings. If there is damage, Bournes rely on the insurance policy and the contract if there is no insurance taken out by the customer. However, the insurance company sent their own repairer who said the table was beyond repair. The insurance refused to accept that and said ‘we will repair it and if that’s not good enough you can go to the ombudsman’ to our builder. So to summarise, Bournes take no care, don’t need to because they have egregious small print and the customer can take out insurance. If a problem occurs they wash their hands of it. Then the insurance does everything to resist doing the right thing too. I don’t doubt the positive reviews on here but seems to me with Bournes you need to be lucky. If they don’t damage anything all is well. If they do though, look out, you will regret using them.

Moving after 30 years in our home was a challenge but Bournes made the moving experience as straightforward and trouble-free as possible. The arrangements for packing and delivery were discussed and agreed with us. The van team arrived dead on time, collected and packed super-efficiently, delivered to our new home dead on time and equally efficiently, and called round a month later to collect the empty cardboard boxes. Highly recommended.

Really professional from start to finish. Good communication and a reliable. I would recommend and use them again if I ever move.

Professional and efficient team. Two separate moves coordinated by Julie and overseen by Dan. Everything went smoothly, all timings were honoured and no breakages. Would recommend Bournes anytime for an excellent service from start to finish.

We are extremely satisfied with our experience, Bournes were very professional and friendly. Gabriel "held our hand" with documentation and gave us timely updates of progress. The people who collected and delivered our furniture couldn't have been more helpful.
We would unreservedly recommend Bournes for your removals.

Perfect! Everyone we had contact with from start to finish was excellent. They made it stress free! Very highly recommended!

I couldn't have asked for a better pack and removal service and I have was highly impressed with the service that they provided. The team did a perfect job in initially establishing the size of the job and moved us swiftly and without damage to property or possessions. The amount of stress that they took out of the system for us was worth the money alone. The team are friendly and diligent and worked hard to get us in to the new house as soon as possible. I would highly recommend Bourne's as your removal company.

The initial contact, site visit by Tom and quotations and ability to organise the move out into storage was fine with Kenny co-ordinating.

Things started to go wrong with a very mixed crew for packing and they dismantled a designer high gloss sideboard, but didn't wrap any of the pieces, which they left outside in the car park whilst trying to work out how to load the containers (Not impressed)

The move out from storage was not good and the crew were worse than before with obvious tensions amongst them and two very junior members who needed supervising but didn't get it ((

Now I find they have damaged my sideboard with a drawer smashed so it unusable and designer CD storage ladders (£600) which are damaged. Despite extensive photos and explanation of the designer sideboard which was declared for insurance at £2200 I have received a derisory proposal of £177 for the two items.

Given that the sideboard damage was caused by Bournes unprofessional packing (not protecting the items). I expect a much improved financial proposal otherwise I am off to the BAR

Bournes provided a great service from start to finish. From an accurate reasonable quote and excellent communication, all the way through to the move itself. We moved over 150 miles away and the move was done over 3 days. Throughout the process we felt our belongings were respectfully and carefully handled and the team were brilliant. A special shout out to Robbie and Scott who worked super hard days 2 and 3. Robbie in particular showed exceptional customer service, nothing was too much trouble. Thanks also to Wendy in the office who ensured we were happy with the service every step of the way. We have no hesitation in highly recommending Bournes for your next move.

Wendy and the team were very professional. The packers were courteous, prompt, and packed all furniture very well. There were no damages and communication was very strong throughout the entire process. Would highly recommend. Brad

Bournes did an excellent job of moving us at short notice due to flooding quickly and efficiently, would definitely recommend 👍

We were so pleased with the way our move from Bucks to the south coast was handled by Bournes before and during the move itself. The packing team worked efficiently and tidily. Dan and Kit were excellent in moving everything into our new home and helped to make the moving in process so much easier. Thank you.

I had a perfect international move with Bournes. Everyone I dealt with was polite and professional. I was kept updated with regular communication, and well supported through completing the shipping documentation. All my personal belongings arrived in perfect condition and on time. Would use Bournes again and recommend them. Thank you!

Bournes team was a godsend to me, I can’t imagine where I could ended up without them. Everyone I encountered from Bournes was friendly, responsive, super efficient - they know exactly what they were doing and they did everything very well. The process could be very stressful and chaotic, but the Bournes team made it so easy, I can’t thank them enough for the great help! I wish the Bournes team continue its success! All the best!

We had a great experience with Bournes Moves. From our initial enquiry to the day of the house move itself, everything went smoothly and with no problem at all. Great value, would highly recommend.

Everything from start to finish was fantastic. The team were fantastic, super friendly and helpful. They took away all the stress and hassle from moving day I would definitely recommend bournes and definitely use again when i next move

Excellent movers! Very smooth service from start to finish. They even came and collected the empty boxes a week after the move. Highly recommended!

The most sensible decision I made when deciding to move after 35yrs in one place was to choose Bournes, their dynamic team of movers (5 of them), got all of my belongings into 3 vans in double quick time an d then didn't mind the awful wait for keys, and then we got here, they were amazing! Even found a piece of wood to level up the Fridge Freezer and make sure it was working. They were fabulous quite frankly and I am so pleased I chose them.

Amazing admin, Amazing packers on the ground.

Our experience was made all the better with the help of Bournes’ top men - Tom and Fred. Amazing energy, despite being short-staffed for the double move, polite and helpful. I was impressed at their professional attitude and think they are great ambassadors for Bournes.