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at the end of the window they told me to expect their arrival. At the
start of the move, the head guy walked around with me to talk about the
plan and what needed special attention. I packed very well so they
didn't have much to do in the ways of wrapping, but they did wrap the
pieces of furniture I asked them to, and they did it very well. Only issue was they misplaced the box spring cover I provided, so it traveled uncovered, which I was not thrilled about--but at least they had used the mattress cover that was provided in the set I bought specially for the move. They had also forgotten their tape, but it wasn't really needed, so no biggie.
They guys were very nice and they were shockingly fast. I felt very comfortable with how they handled my items, though I could
see that they didn't quite know how to handle antiques (I worked in a
museum conservation department, so I know what kind of handling will
weaken joints etc.). Unluckily, when we arrived to the other house the
head guy revealed that the leg on my antique settee had broken off. He
said it happened at the pickup location, but they didn't tell me until
nearly the end of the move. He broke the news very delicately, and
although I was not upset and was definitely not hostile, it became a bit
of a tense moment with some unwarranted defensiveness coming from the
head guy. Honestly, these things happen. The great news is that
did everything in their power to fix the issue. They picked it up,
delivered it to my conservator, and picked it up and brought it back to
me when the repair was finished. All gratis. Because it was an accident, I proposed
question. Their great customer service made me feel very positive about
an experience which could have easily veered into negative territory
had their customer service on the office end by
stellar and understanding. I would use them again--primarily for the positive experience after the breakage.
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