Grace Removals Auckland - Māngere

Right from my google search, to the immediate response I got back, to the fantastic customer service from Debs and the great job the guys did on moving day, we are highly impressed with Grace Removals and have already recommended them to my friends and family - one of whom has booked Grace Removals already for their house move. I would not hesitate to use them again! Ngā manaakitanga Liz

Our experience with Grace Removals was really good; the person I was dealing with was awesome. The Auckland team who packed the furniture was good and the Christchurch team who delivered the furniture was absolutely brilliant There are only a couple of things I would address: 1. There was one team member in Auckland - unfortunately, I overheard them talking to their team mate saying, "this is not our job" and I am not sure what they meant by that - I had asked a couple of times if there was anything Grace Removals wanted me to do before they came to pack and I was advised I didn't need to do anything so I left everything as is. Had I known, there were some things I needed to prepare beforehand I would have done it. 2. The labels on the boxes were not correct - it is not a big deal at all but it just becomes easier if the boxes are labelled correctly. I would certainly use Grace Removals again and would recommend to family and friends too.

We moved from Auckland to Alexandra (central Otago), Grace came to our auckland home and packed up all our gear - the guys were amazing, very friendly, so respectful of us and our stuff , nothing was too much hassle. They made what could have been a very stressful situation, so easy and relaxed. then we got to Alexandra and our container was delivered and unpacked by a couple of great guys from the Christchurch crew, happy, friendly blokes, who had a good laugh with us and again were very respectful of us and our stuff. we unpacked over the next couple of days, nothing - NOT A THING, was broken, i was amazed, the Auckland crew wrapped everything so well. And they will come and take all the packaging away too!! I can't thank Grace's team enough for making it a seamless process, awesome staff, so friendly and helpful and so very respectful. thanks guys, i'd definitely recommend you guys to everybody

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. The founders of your company would be rolling in their graves with the poor service I have experienced.

I commend the initial Sales rep I got in touch with who convinced me going with Grace Removals would be the right choice. I also commend the delivery guys who came to pack and ship my things; these people were professional and prompt. What has truly been egregious is the absent service from the office staff, one person in particular who emailed me saying that our shipment would be shipped from Auckland 29/4 and arriving in Sydney 11/5. When we heard nothing back on that week itself, I emailed asking for an update, but met with nothing. I persisted and emailed the initial Sales Rep then, who later informed me that the lady who was in charged of our account was down with covid. Okay, I respectfully gave them another week, and emailed again asking for an update. This time, I only received a one liner from said lady (who presumably recovered) "Hi Yes departing this week." What does that even mean? So I emailed back asking for clarification and even called (no one picked up). I then reached out again to the first Sales person whom i got in touch with asking for an update, and reason for the delay - she promised to chase for a response - but then nothing happened after too. Nek minit - I receive an email from their (what i gathered to be) AU- based partner (Kent Removals and Storage) advising that my consignment was only arriving in Sydney this month (June) and if things go well with customs clearance, etc. - we'll only receive them in July latest. Now I am accepting of covid being a reason to cause shipment delays, etc. but what really angered me about the whole process was the lack of courtesy, poor sense of professionalism and absent updates from the office team - despite being promised that we would be kept updated along the way. This is atrocious service given the fact they are quick to take money from you (email interactions regarding payments and added insurance always seemed super urgent and quick) and have actually already made a bigger profit margin than the estimate (I know this because the removal guys actually told me that they managed to save me some money as the actual number of boxes/items packed were fewer than estimated, but when the final invoice came through, it was for the full estimate - again, I didnt put up a fuss about it then). But with the atrocious service I've had to put up with, I am now putting up a fuss as I believe this has been a truly disappointing experience. Promises were made but not delivered, you were quick to take my money and I complied the whole way through. All we're asking for is some basic courtesy of being given the proper updates. Heck - you didnt even tell me that our consigment would be taken over by another company in AU so imagine my surprise when we received that an email out of the blue from an entire different company. I have chased Grace Removals several times since then only to be met with radio silence. I hope the Country Manager is reading this review. Cmon' stay true to the business name - handling things with 'grace'.

We used Grace for our international move from Melbourne to Auckland in 2020. It was problems after problems and bad communication. Here are some of the issues: - On the moving day they were 3-4 hours late, missing materials etc. In the end the packed until midnight and had to take some stuff unpacked with them with the promise of packing them in the warehouse. - They forgot some things in the house (that they did pick up the next day and they arrived unpacked in Auckland but they did arrive). - For 3-4 months I was chasing them for an confirmation that the unpacked items and especially our valuables that were just loosely in a box, have been safely packed and included in the set. When they finally arrived in Auckland, we noticed that despite confirmations, they had not been packed. I guess it was a stroke of luck that nothing was actually broken. - Due to the pandemic the price almost doubled for the shipping and the container was shipped to Tauranga (which was even more expensive) and even the local crew wondered why that happened. - On the day of arrival, no one came. They had forgotten to organise the local crew for unloading and unpacking. When they did arrive, they were very nice and friendly people (one of the few big plusses!). But they refused to unpack items even though that was particularly included and we paid extra for that. The local manager called me afterwards to apologise and that they would make it up. We were not at the house at the time so it had to wait until the next morning. The next morning I tried informing the manager that we're in and that he can send in the crew but he didn't respond to text messages, to calls or a message that I left at their office. We actually never heard back from him. So much for making it up for a total mess. At least the picked up the packing materials and trash as they promised. - I also contacted Melbourne office on two occasions about the items that were not packed despite all the promises. I also requested a refund in regards to the services that we never received. On both occasions, all I got was apologies and that she would notify her manager. We never heard from the Melbourne office manager either. Grace was a total disgrace and I can never recommend using them. Yes, there are many removals that have also gone well but the fact that we had so many issues (I didn't even list some of the more minor ones) that to me it seems that there are structural issues within the organisation to run professional removals. Responsibilities simple fell through the cracks all over the process. To leave on a positive note, all people were at all times really nice and friendly (as we were as well), so that was the positive side of things. Also on a positive note, after all the chaos and trouble, everything did arrive in Auckland and nothing was broken or damaged. Don't be fooled by their standard answer that they would like to investigate. This is my real name and they have all the details and emails there. And I contacted already a few times and asked for corrective actions but as I was saying, I never heard back from them. This is the same as they responded then that a manager would be in touch. Maintaining an optics of pretending to do something.

Grace removals has to be the worst of the worst for removal companies. we used a competitor to move to Auckland and had zero breakage. We than made a huge mistake using grace to move back. Grace took no care and no responsibility. We have TVs cracked, chairs with legs snapped off and bedsides that were destroyed by these clowns just to name a few things. There response was bad luck, you don’t have insurance with us so we don’t care. Judging by the way our possessions were delivered i have to agree that they don’t actually care about the customer or their worldly possessions. The person from Grace said we will only investigate it if its costing Grace money! What a way to treat any customer! please do yourselves a favour and DO NOT USE .

Although admittedly i needed to use a removal company at short notice and at the peak time of year, Grace was the only company of about 15 I contacted that had clear communication outlining their service and time estimates. From initially acknowledging my enquiry, I had a call within a hour and from then the lovely staff member couldn't have been more helpful in understanding my needs and putting together a quote. Once accepted all communication whether by email or phone was clear and precise. Staff moving my goods were early but thoroughly professional and I even got my items delivered earlier than expected, and in perfect condition. Terrific customer service throughout, and will absolutely be using them again when needed.