Grace Removals Group

Crap service I couldn't give a 1 star as it only starts from 2 stars. Moved to GC in January 2022 & we are now in March and we still have not received our crate I was contacted 2 weeks ago to pay an extra $100 as it has been delayed again. [nameremoved by Sirelo] from Auckland can't even respond to any of my emails for at least an update on when the ship will arrive. I can't even lodge a complaint with head office. This company knows how to quickly take your money but cannot provide their service

We had one company pull out on us 2 weeks before we needed to move, so went with Grace as they are expensive but supposed to be the best. The initial consult, organising and agreeing was smooth, friendly and assuring. Which is a shame with what ensured.
We had issues not long after we had paid the deposit, from pickup order of items being incorrect (we had 2 locations needed in a set order and the removalist on the day didn't have those instructions) to not being told they couldn't move a vehicle until we had already moved. Also costs involved to just retrieve items from Storage was not disclosed.
Revised cost amounts also after job accepted.
Then on the delivery day which was organised 3 weeks in advance from storage they only delivered less than half the items, eventually came back with 1 worker which I had to help unload (no thank you from management), as well as canceling a pick up from our temporary accommodation on that day as well.
Several large items are now broken and unusable (cabinet, mirror, desk, animal enclosure), items in boxes packed broken etc & 3 boxes completely missing. Also some antiques and varnished items where not stored correctly and scratched/damaged etc. Also they placed their stickers over the varnished areas...
For their $5000.00 extra price to competitors it was probably the worst decision to ever go with grace.Read more

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 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. https://www.interceptlossadjustors.com.au/about-us/
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.Read more

Good communication and nice service. [Name removed by Sirelo] was really helpful. The price was the lowest from others moving company

It was total disaster. The person came for packing was rude and inefficient. He misplaced all nut and bolts of furniture. He was very messy and complained to their management. But no action was taken. We received furniture but wwith orh nuts and bolts missing. Couldn't assemble most of the furniture.
Very disappointed.

Packers and actual removalists were great. Office completely disorganised and communication abysmal - both pick up and drop off ended up being sorted at the last minute, despite booking. Damaged a leather couch with a large slash across the back with a stanley knife, (accidents happen) but since then then office goes AWOL. Quick to take your money... very slow to fix anything. Provided feedback online, but no follow up. DONT BOTHER USING THESE GUYS.