Grace Removals Reviews 

Been dealing with Grace Removals Auckland for our move to Melbourne. Been dealing with Nikita who help onboarded us to their service, Kendra our moving rep and now Sanele for packing our stuff. So far our experience has been fantastic. Nikita's follow through is has been great, Kendra's responsiveness is awesome, and Sanele's experience in packing is very evident, and he is a very nice guy!

The guys worked hard and did a great job.

Great service, the delivery guys were so efficient, polite, professional and obliging, would definitely use again and recommend to others.

In the school holidays we moved a school of 350 children from one site to another. There wer sixteen classromms of stuff, a huge resource room aof books, a libarary, sports shed, gym equipment etc. It was a mammouth job however with the help from the team at Grace removals we manged to get the move done in 4 days.
The management were great to communicate with - I knew was was happening and when it was happening.
Their labourers were awesome; they were friendly, flexible and STRONG!

Thanks to the team at GRace for make our nmove a success.

Terrible communication- I am still chasing updates on my goods that arrived in NZ (from Australia) on the 29th April. No one has replied to any email I have sent politely requesting an update. I have called, left my number- not one call back. I booked through Crown in Australia, and unfortunately have had to deal with Grace ever since and it has been disappointing to say the least. I don't think I am asking too much to have a status update and an estimated ETA for delivery.

We shipped our belongings from Wellington to Brisbane. But to find out that we are missing a number of our items/boxes. Their reasoning is that they loaded the right amount of boxes (based on labels) and delivered the right amount of boxes. But at pick-up, the team took our boxes and told us that they would label and mark them at the warehouse. So it was obvious that they did not label and mark all our boxes correctly. All we have been asking them is to check for boxes that aren't label as they are important items to us (kids memorabilia and many more). All we want is the boxes and our items back. But Grace Removals is not being helpful or considered to our queries.
It is disappointing and sad that we trusted Grace Removals with our belongings and it can go missing so easily and without the care for it.

I was reassured by the seriousness and professionalism of Grace when she came to estimate the amount of stuff we have. Everything was pretty straightforward, and she answered every questions we've had. The movers did their job well, and were patient enough with us for the things that were not ready to pack yet. This was a smooth experience, and I'm very happy with how it went.

I would not recommend Grace Removals to anyone.
How can a washing machine, an ironing board, a cabinet full of teaching resources, a garden broom, some kitchenware - measurement bowls, a clothes rack, go missing? The washing machine is an essential and expensive item. It is not as if the washing machine is wrapped in a towel.
On January 17th 2022, I paid Grace Removals to remove furniture and to store my goods for four months while I was looking for rental accommodation. During the removal of goods, the team ran out of stickers. Due to this the goods were taken but the inventory was not filled in. I was informed by the team leader that the inventory would be updated and all items would be stickered once they got to the office. Last Tuesday April 26th, I had Grace Removals set up my furniture. I first noticed the washing machine missing and over this past week other goods are missing. I rung up Grace Removals and was told that as the goods are not on their inventory and it is hard to prove. I have since found an inventory that was sent through to me during the video survey showing all of the items in my unit before removal. I have emailed Grace Removals twice within this past week, and there has been no acknowledgement of my emails. I have paid premium ultimate cover with insurance prior to having my furniture removed and NO One has made any contact with me from Grace Removals. Grace Removals you have been an absolute disgrace to deal with.

Moving house can be a stressful experience - but Grace made it fast and fuss free for us. They can do the same for you too.

Terrible comms- staff rarely available and don’t return calls or emails without multiple chasing emails. The ship carrying my goods arrived in the country three weeks ago and I’m still waiting on a status update. Such a shame as Grace Au (on the departure side) were excellent to deal with.

Great, prompt, personable and reliable service from my initial enquiry to pick-up/delivery day. Sally was friendly and efficient as were the 2 delivery guys. Everything was made easy. Highly recommend!

Trustpilot deleted my review for Australian Grace which is:
Awful end result and the most hard-bitten and unethical management of claim for damaged household items. This may be common business practice among removal companies. I will tell you what happened and at the end give some advice to protect your interests.

A word about Google reviews which are misleading. The clear majority of reviews in the last year or two are negative. Two years ago and earlier they received good reviews. Google re-print the two-year-old reviews on the page people read.

Grace are lovely at first and the Canberra senior salesman is charming.

The end result is:
• My solid oak extendable dining table was packed on end in the container. It arrived with the corner smashed. A couple of chairs now have loose joins. A $20,000 dining suite is now rubbish.
• A leather cushion from the lounge suite is missing. Impossible to replace. Lounge is no longer made. Now the whole lounge suite has no value.
• Boxes were broken and the items re-packed in those blue and red striped packing bags. Items are missing, and two very nice small items.
• 3 boxes are missing and not ticked off on the inventory. Lots of our kitchen items and stereo are gone.
• Paid extra for large and fragile artworks to be packed in wooden crates. Did not notice not written in contract. Also not done.
• Paid $000’s to send over car and have registered. No item written on the inventory/contract. We did not notice. There is a general clause in the Terms and Conditions. Arrived here to find out Grace do not have a service to register cars.
• In reply to the emails with pictures of the damage there has been silence. More emails and no reply.
• They have a double-act going with their insurance company. Insurance responded that as we do not have a policy with them the claim is rejected.
o This is wrong of them. The liability is with Grace and if they choose to insure or bear the cost is up to Grace.

In my opinion and my experience:
• Grace will not support you getting all aspects of the job written down.
• They will rely on only complying with the written words in the inventory and contract regardless of the discussions and general expectations of the service.
• They will not acknowledge the claim, not give a reference number, and not address the likely causes of the damage.
• Grace will delay discussion and avoid the claim in the knowledge most people will give up.
• Their customer service reps respond to Google reviews so they look good on the WEB. There is no acknowledgement or ownership of the problem by the office. They just keep me busy with irrelevant requests.
• In my opinion Grace has a far too close relationship with their insurer to look after the consumer. For such an expensive purchase, 25% of the move.

In my opinion some actions to reduce your risks can include:
• Write down dot point notes as you discuss your job. Photocopy and staple to the contract and write on contract “attachment included.” I doubt you will have time for neatly type-written and printed notes.
• Use two people with different ways of thinking in collaboration when discussing the job. One person with the objective and sounding out the company representative and another with an eye for logic and detail are good. If you married to one or the other you are in luck.
• I think men can find this just as stressful as women but respond in a different way.
• Shop around for insurance for the ship transport and port. In my opinion Grace has a far too close relationship with their insurer to look after the consumer. For such an expensive purchase, 25% of the move, you might have luck and find a different attitude from a different company.
• Industry-wide practices of close insurance relationships, and dodging claims is for our political leaders to become involved with.

Kathy was very good giving me a quote - answered questions, gave me good advice. Packers and movers were well organised and worked very hard. My only problem was the poor communication from the company. I sent in my signed contract, but changes had to be made because someone else had booked their move at the same time. Emails and phone calls unanswered. I didn't receive a final confirmation of change of dates until a coupe of days before my move.

Best experience ever, the Grace team were professional, very helpful and organized and smiling through the whole move - recommend Grace 100%!
Katherine and Maria.

Quote done on time, van arrived on time finished on time no damage everything placed were asked a beer with the boys afterwards completed a stress free move, it doesn't get better than this. Would use Grace and recommend with no hesitation.

You try to be fair in these reviews. So let me say at the outset that the team were friendly and on the whole helpful in our move. Our problem came about because not all our goods returned. Two items were missing. Grace denied ever taking them away and storing them for us. We know that they did, having seen them load them on their truck. I am sorry to say, but one cannot trust and assume that all the goods disappearing into the truck will return. You need to ensure that every single item (in our case there were well over 100 boxes and pieces of furniture etc) is itemised and carefully described-good luck with that one it will slow down your move by several hours. We took Grace to court but could not discharge the onus of proof because we had signed the outgoing documents as a complete record. By not correctly documenting the goods they took away (and charged us storage/insurance on for two years) we were left without legal remedy.

One more thing to be aware of when dealing with them. When we applied for compensation for our lost items we were refused despite insurance (we had their Easycover option which was the most expensive). It turns out that Grace New Zealand are self-insured for the first $5000. Your claim is dealt with by an Australian company called Intercept Loss Adjusters Pty Ltd seemingly an independent organisation. Have a look at their website.

Intercept “assesses” your claim and deals with it. What they don’t tell you, which I only found out by direct questioning, is that Intercept Loss Adjusters Pty Ltd is a subsidiary of Grace. I found this disturbing and I think it is poor that it is not made transparent that you are dealing with Grace and not the real insurer.
Overall, I cannot recommend this company. They did not constructively engage with us in respect of the lost items and you can draw your own conclusions about how they conduct their affairs with respect to the insurance. We will not use them again, and no doubt there will be a response from the client services team saying that they will contact us to discuss. We know that’s a nonsense.
16 Feb Well sadly that was right. I emailed the address below and received the advice that the NZ branch would contact me-of course they haven't so even the responses in this site are insincere...

My wife lost several thousand dollars worth of clothes plus we are missing a boom box. In addition an ornament was broken ( not wrapped just placed in a dresser draw).
We have unpacked all the boxes and suitcases and not located the missing items. What is your company going to do about compensating us.
We definitely will not be recommending your company to our friends and family

Very friendly staff but that is where it ends. They did one pack and went into storage till we sold house. The second pack when we sold house and all items were delivered to our new address. We heard that the items were in and out of trucks so many times so handled many times.when our furniture arrived at new house there was broken furniture, legs on dining chair oil stains on chairs and scratched and newly upholstered stools oil stained. Plant pots all broke wooden bench damaged crockery broke and glasses. We were very shocked and upset, so took photos and phoned office of our disappointment. We will be putting in a insurance claim.
Staff were polite and worked hard but a lot to be done and trained on packing. Never will use Grace movers again. We have lived in many countries and moved house, never have we had so much damage with our items. We were only moving within NZ so would hate to think the damage moving overseas.
Bad experience. Never again....will be using other movers for future moves.

We have used Grace Removals twice now and both times have been very pleased with their service. They are very affordable, punctual and friendly. The office staff and movers are friendly and helpful. Grace Removals will be our first choice next time we move.