Removal company missing items and issues with furniture

ss2020jd

We were happy with our removals when they took our items, they were well staffed and professional. We left our worldly goods in storage with them.

Coming out of storage is another matter. Parts of furniture missing so they can not be reassembled (they packed and dismantled). For the delivery and reassembly of items they only sent two people, who obviously could not complete it. They have to come back. To take it they provided about 4-6 people over a couple of visits for contents of a three bed house. 

They are not cheap and we paid an extra large amount on top for items to come out of storage about an hour away, with what equated to just two men and a van, who were exhausted, and my husband was helping so he wouldn’t still be there at midnight.

Also although my husband signed an outgoing inventory they said they have signed the incoming so no need for us to see it. We just want to match the number of boxes (husband should have counted and made note at the time, of course!) to make sure as husband thinks there are boxes missing. 

We will try and resolve it amicably with the company but If anyone has any advice or similar experience would be grateful to hear. 

I do have house insurance legal cover and they state it is in breach of contract as they have not provided adequate service or shown due skill and care but I don’t really want to go that route. They are also part of BAR. 

I just want my stuff put back together and everything returned in one piece. Surely not too much to ask. 

tacpot12

Look to see if BAR have an alternative dispute resolution process and use that.

I would push to see in inbound inventory, and perhaps drop into the conversation that "they will have to release it anyway if the matter goes to court..."  This might upset them though. You will have to judge this carefully.

If there are peices of the disassembled furniture missing then I think your husband's assessment is correct. It would have been apparent looking around your home whether parts of the furniture had not been packed, so it is reasonable to assume that they were packed. I think it also unlikely that anyone would steal part of a wardrobe, so it's more likely that boxes have been misplaced or stolen for other contents. I would not suggest to the firm that anyone has stolen anything, just that some boxes have clearly been misplaced, and you want them returning or some compensation for the furniture that can't be reassembled. You also need to try to figure out what other items have not been returned from storage. Make a list, and estimate the values. 

Depending on what the parts are and who the manufacuters are, it might be possible to get hold of replacement parts at relatively low cost. If you can get the cost of replacement and the other items that have not been returned are not to expensive you may be able to settle this for a relatively small sum.  

ss2020jd

Thanks @tacpot12 for your comprehensive reply. Very helpful. I do have photos as well. It’s in their interest as well to let us see a copy of the inventory.

I can’t see that there was anything of much value to steal so wouldn’t suggest that but I think misplaced could be what’s happened. 

I will wait to see how they respond with putting the furniture back together and if we need to take it any further but really hope not. 

badger09

That's disappointing.

Like you, we had to move everything into storage. 3 vans & 5 or 6 men to load 4 bed house (+ garage & shed contents), they'd done the packing previous day. We didn't manage to count all the boxes, but signed an inventory before they left. Cost was almost double original quote for a same day out/in move, so not cheap.

Similar 3 vans & 5 men unloaded several weeks later. We had to sign a different colour carbon copy of inventory & had something like 14 days to notify any damage or missing items. Nothing was missing. We noticed damage to bedhead & minor damage on futon several weeks later, but wouldn't have bothered reporting them as both were approx 20 years old & still functioning ok. 

Doesn't sound like theft, but careless storage. Hope you get it sorted.

ss2020jd

badger09 said:

That's disappointing.

Like you, we had to move everything into storage. 3 vans & 5 or 6 men to load 4 bed house (+ garage & shed contents), they'd done the packing previous day. We didn't manage to count all the boxes, but signed an inventory before they left. Cost was almost double original quote for a same day out/in move, so not cheap.

Similar 3 vans & 5 men unloaded several weeks later. We had to sign a different colour carbon copy of inventory & had something like 14 days to notify any damage or missing items. Nothing was missing. We noticed damage to bedhead & minor damage on futon several weeks later, but wouldn't have bothered reporting them as both were approx 20 years old & still functioning ok. 

Doesn't sound like theft, but careless storage. Hope you get it sorted.

Thank you. It sounds like despite the minor damage it’s good you had the same resources on the unloading and inventory. But disappointing you found damage too. 

We understand things do happen but it seems like we had a completely different company on the delivery. I’ve since discovered more broken and incorrectly put together furniture with doors that don’t close and bits of wood and paint chipped off, shelves put in backwards, but don’t hold out much hope that it will ever be resolved. The company obviously doesn’t care. They only allow seven days to check everything and I know I won’t have time to unpack or examine everything. Paying in advance they have us over a barrel really. We live and learn. 

badger09

Have you actually formally complained to the company and asked them for whatever resolution you want (replacement items, repair etc)? Have you followed up with their professional body? If not, I'd suggest those as first steps.

You could then ask your house insurance legal cover for advice on next steps. Small claims court perhaps?

ss2020jd

Thanks @badger09 - yes we have emailed them with photos about repairing/resolving the issues. They replied saying they would be back to do it and would let us know when. So we’ll give it another week or so and if there is no sign of resolution we will have to see what the alternatives are. We accept that not everything will be perfect but at least if the big main items can be resolved that would be a start. They knew we were moving gradually but of course are unable to do so properly until the beds are together!