Kent Removals & Storage

This was a major house move with over 100 large packing boxes plus furniture - some to the new home some to storage and all done with a high standard of attention and service - from appraisal to packing, delivery and unpacking and not a single breakage! great team!

I have been exceptionally pleased with every aspect of this move. Jason and Brandon, who showed up after a challenging earlier move, worked so hard and were so pleasant to deal with. Communication all along, from booking to move day, was very efficient and professional.

I hired this company to help move a few months back (relatively small move, 2 bedrooms & not a large amount of extra furniture) for a move from one side of Brisbane to the other. On the day of removal one of the removalists (the fees paid for 2) wasn't doing anything other than standing out the front of the house talking to the other one & talking on the phone. Seeing as the company charges by the hour, I called the company office to double check I had definitely paid for 2 removalists & they confirmed this.

After that phone call, the removalist recieved a phone call from the company office & then immediately approached me in an intimidating/aggressive way & shouted at me for about 5 mins straight & then threatening to not do the move at all if I didn't agree that he was doing work. (Also keep in mind that I was a young woman & on my own at the time, & both removalists were large men). While this was happening I was on the phone with a family member that was helping with the move, so that family member heard every threatening word of this 'conversation', & I stayed on the phone with them for the remaining time that the removalists were at the house because it felt like an unsafe environment.



As well as this event, the removalists permanently marked a lot of my fabric furnishings, & were really rough with items that were clearly marked fragile (TVs, clearly labeled & packaged mirror cartons etc.).



After they completed the move I made it clear to the company office worker over the phone that I had been verbally attacked & that I would be making a formal complaint. A few weeks after that I sent through my formal complaint email, after which their HR team proceeded to gaslight me & ask why it took so long to report & saying if I hadn't submitted an official police report then there was no proof & nothing must have happened.



After that email they have completely ignored my reply emails, and apprear to have zero interest in taking any responsibility for how their removalist behaved.



[UPDATE]

After posting this review the company contacted me to "resolve the issue", which was just them repeating their denial that anything happened & that as far as they're concerned my removal service went "very well"... That was just insulting at that point.



Do not give your money to these people. If I could rate them lower I would.

Service and communication was excellent everyone was very helpful throughout the whole journey and made my first ever move a good experience.

I am so DISGUSTED! I went with Kent because of their old reputation of care, and paid more for it. But my most valued items arrived smashed! At both ends of the relocation, staff piled three boxes high on trolleys that they RAN with, really fast, over our bumpy gravel driveway - same situation on uplift as delivery. Running as fast as they could go because of their tight deadlines! Bouncing boxes marked FRAGILE and thudding them into the truck! Then dumping them on the ground at the other end. No training visible here!

On top of that, they refused to wear masks are told me they were unvaccinated!! In Victoria!! Coming into my house and practically daring me to object! I've reported them to police.

But now I am fighting for compensation for my smashed, expensive computers and computer screens. Kent dare to say, don't get them repaired without their permission!

DO NOT USE THIS COMPANY. I regret bitterly not going with the company I knew well, thinking I needed to pay more for 'reliable' service! They clearly no longer train staff or grant them the time they need to do removals at a SENSIBLE PACE. SHAMEFUL. I know I've got a lot more smashed china waiting for me in boxes as yet unpacked.

I signed up to have my items removed in 2019 and to put them in storage as I would be out of Sydney for 2 years. The removal went well however the inventory missed out an item and I contacted Kent to make sure that the inventory was amended. The removals men were in a rush so I had signed the inventory quickly at the time. I came back 2021 and arranged for my items to be delivered to me. I arranged the delivery 3 weeks in advance.



On the day of delivery when they arrived I was informed by the driver that they had lost half my items because I “stored them for too long”. This is in spite of Kent advertising that they are a long term storage solution. The driver said he had reported the missing items and they would look for them. However much to my dismay no one contacted me later that day and I contacted them via the main phone number and they said that they had no idea they were missing. I was called by someone at the warehouse later that day to say they were looking. After that I had one email and no further contact. A week and a half later I applied for insurance on the items. I was told that they had to have “at least 4 days” before they considered my claim as they had to look for the items. I had to inform them that people had been searching for 2 weeks. Multiple times I called them and tried to lodge complaints online. I received no calls back on those days and was put on hold for hours.



One week later I was called and told that the reason why the items were lost was that they were likely separated to make room for other items and that no record of the move of my items was kept. They called again one week after that to tell me they still had 36 areas to look in the warehouse. In the meantime I have an empty house at a very busy time in my life. I have been put on hold so many times and they are refusing to take my insurance claim or refund me any of the storage money or removal money for these items. This company essentially owes me thousands of dollars that they are refusing me. Do NOT use them. Stay away. Totally unprofessional and don’t know what they are doing. I am going to be making a complaint with the ombudsman as it has now been a month since the items were lost. Additionally the inventory was not updated as I had asked back in 2019 so I cannot make a claim on a bookcase I own.

I used Kent Removals and Storage to ship my personal belongings from Sydney, Australia to the UK (2019/2020)

I would definitely not use them again. The customer service that I received was incredibly stressful and left me feeling nervous about how my belongings were being looked after. When I asked for details about what was happening at each stage, I was provided with very scarce information and there was no reassurance my personal items were being cared for. I complained about this via the correct channel and to this day, I have still not had a response, despite my attempts at contacting numerous members of the company including senior managers. I have been in contact with the professional bodies that Kent belong to in regards to this. However, it is still not resolved.

Upon receiving my belongings in the UK, many of my fragile ornaments were not packaged properly and many items are broken.

The sales pitch I received certainly does not match the service at all.

The only positive I have in this process is that the companies that I have dealt with in the UK (for customs clearance and delivery) have been brilliant. Very professional, kind and careful of my belongings. It’s a shame they are part of the Kent process.

My advice, do not use for shipping your personal belongings overseas.

I experienced the worst removal service from Kent removals and storage in early January.

Unprofessional - sub standard - slow and have now “lost” my valuable furniture and items that were to be stored. Do not use this company ever

Jared and Angelique delivered my belongings in 38 degree heat. Really kind, professional and hardworking people. I gave them a glass of ice cold, lime cordial.

A great company.

Great job by the Kent team! The in-house estimation was spot on, the office was flexible with us changing a few minor details, and both the uplift and delivery teams were friendly and handled our stuff with care. Moving our family from Toowoomba to Townsville would have been a nightmare without them! Can't imaging moving a 4 bedroom house full of stuff on my own! Thanks Kent!!