Hi Ann
I'm sorry you feel that way about the service we provided.
I appreciate that several factors contributed to your evaluation and I accept it, and I apologise for the fact that this was your experience. However, if you were not happy with the service, I would have appreciated if you gave us a call to discuss it at the time instead of writing a bad review afterwards. Maybe we could have agreed to something you would have been happy with.
Regarding the movers being late, I'm sorry for any inconvenience that caused, and I realise that it creates a bad impression from the start. But sometimes it’s unavoidable, such as being delayed by an earlier customer. I do ask the drivers to always let the next customer know if they have been delayed.
You are correct that there should not have been anything else in the van. There never usually would be, but due to some unforeseen circumstances, there was. However, the movers did discuss this with you and the discounted the price, which included not charging you for disconnecting / un-plumbing your dishwasher & washing machine, which you were expecting to pay extra for. But Ajay waived that fee and applied an additional discount, totalling a €65 discount from what would have been owed. You agreed to this as compensation for the cabinet taking up some of your space in the van. You were also not charged extra for the steps, which would normally incur an extra charge.
Regarding the use of the space in the van, the guys said you actually instructed them piece by piece which item you wanted put into the van next and they felt like that was the way you wanted it done. Perhaps they should have told you that it would be best to just let them work away, in order make the best use of the space, but they did what you asked in an effort not to upset you.
Regarding what was left in your apartment, they said there was a significant amount remaining and that it would have required a 2nd van load anyway, which the guys were prepared to do, but you decided against that.
Also, they said that you did not actually have a lot of the remaining stuff packed and ready to be moved. There were lots of items still on shelves. You would need to have had all of these small items packed into either boxes or bags in advance, for them to be moved at a reasonable speed.
Regarding the charge for extra time, I can assure you that our movers never deliberately work slowly. I don’t approve of them listening to a football match while working and I can see why you would find that unprofessional. However, it was on his phone, in his pocket, for him to hear the commentary, so it did not affect the speed at which he was working. They moved boxes of various weights and did not aim for the lightest. Perhaps you believe they could have carried more than one box at a time, but it was not the case. They were large boxes, and there was a considerable distance between your apartment and where the van had to be parked, and there were steps down and up again, so it was not possible to use their trolley, as would normally be the case. And remember, everything, including the furniture, had to be carried via this walkway and steps from your home to the van. Having a longer than usual distance between the van and the front door usually means it takes more than the basic time. It is the reason why we very clearly specify that there is a time limit at the basic price, and 45 minutes extra seems like a reasonable amount of extra time considering the circumstances.
Unloading would almost always much faster than loading, i.e. even if you hadn’t helped. Loading involves moving stuff from a large space to a smaller space, loading everything cautiously and protecting furniture items from each other. Unloading involves moving items from that small space to a big space, so it's a lot quicker, and a lot also depends on the distance between the van and front door.
Regardless of all of this, I'm sorry you didn't feel you got a good service