Rumsey & Son Removals

Reviews

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1. B

   Barbara

   Source: RemovalReviews · Cobham, UK to Richmond, UK

   19 Sep 2023Partial movePaid £360

   Best Movers

   I am very grateful to Rumsey & sun.They have done an amazing job. Staff was very polite and working quickly, handling everything with so much care. I was impressed by their service and can only highly recommend them.

   Response from Rumsey & Son Removals

   Dear Mrs Ausch, Thank you for your review and i am glad to read your feedback. If you need anything in future then don't hesitate to contact our office. Kind regards, Peter

2. J

   Jane W.

   Source: RemovalReviews · Twickenham, UK

   7 Jan 2020Paid £2,500

   Move from Twickenham.

   We used Rumseys when we moved 26 years ago. We thought they were an excellent company then so used them again in December 2019. We moved in mid December and had visitors for Christmas. We were unable to complete a check of items in the 7 days to claim on insurance. When we contacted them 2 weeks after the move they were completely unwilling to take any responsibility for damage caused by careless packing. We have no redress but I would advise anyone to think carefully before using Rumseys. They are certainly not the cheapest or best out there.

   Response from Rumsey & Son Removals

   Dear Jane, We are sorry to read your review. As mentioned by the surveyor during the home visit, we have a time period of seven days post move to be notified of any damages that have occurred. Unfortunately, once the period has ended we are unable to process a claim. The claim period is stated in the model BAR terms and conditions we use as a British Association of Removers member. If you have a concern with the move then you can contact the BAR to discuss. If you have any questions that we can assist with then don't hesitate to contact us on 02088761000. Kind regards, Rumsey and Son

3. D

   Douglas M.

   Source: RemovalReviews

   3 Jun 20234-bedroomPaid £4,826

   Local move within London Borough of Richmond

   The sales pitch was persuasive and convincing. Performance on the job, however, was mixed. The removal and delivery process was fast and seemingly efficient though with insufficient attention given to written and oral directions. Hence items marked for the garage were left in the house and vice-versa. Further carelessness: failure to put back together a heavy item which had had to be dismantled for the transit. Worst, items went missing: 2 bottles of champagne and a small hand-held safe containing jewellery. We took especial care, going through each and every packing case, to verify that the bottles had indeed gone missing before taking the matter up with Rumseys. Their reaction was curt and dismissive, pointing out that since we had not made a claim on the insurance within 7 days of the removal, there was nothing to be done. All our further efforts to engage with Rumseys about an explanation met with the same response. (It was by then not worthwhile raising the question of the safe since it was clear what the reaction was going to be.) The loss of the items was bad enough. The refusal to discuss seriously, or indeed at all, what had happened was distasteful in the extreme. We regret having engaged Rumseys and most certainly recommend to others that they avoid our mistake.

   Response from Rumsey & Son Removals

   Dear Mr McCreadie, We did have email correspondence from yourself with comments after the move. However, after a few emails, you then didn’t reply. Your move was a downsize from a house to a flat with original move scheduled over three days but with your dates being confirmed late on in the process, we committed to conduct it in two days. If items were not placed into the right locations then we apologise and we did offer to send someone round to move items into the right places whilst reattaching a desk lid. You didn’t reply to avail of this offer. Our reaction to the information that items were missing wasn’t curt as you write but asking if you had unpacked all boxes as items can be found if all the boxes hadn’t been unpacked. As a BAR member, we adhere to the claims policy operated by them, which is anything damaged or missing needs to be notified in writing within seven days (clause 12). These terms and conditions are sent with every quotation and our surveyor always mentions the seven day period to all clients on the visit to their home to ensure this is known. Occasionally, we will assist in a claim if it is a day or two after the period but your first email to notify us of the situation was 24 days after the move had been completed. We are very sorry that these items couldn’t be found. The time limit is in place to ensure that claims aren’t made weeks and months after the move has taken place. Kind regards, Rumsey and Son 4/12/2023 Mrs McCreadie has now confirmed that the small safe has been found and not stolen as per the above review. Rumsey and Son

4. Z

   Zadene B.

   Source: RemovalReviews · Richmond, UK to Hamilton, UK

   4 Mar 20213-bedroomPaid £6,700

   DO NOT USE

   My mother used this company to move from London to Scotland. The sales pitch was perfect. Assured us that they would be extra careful which we paid an extra £2000 pounds may I add for this service. The move was in middle of covid restrictions. So items moved up to Scotland before she moved. On opening up everything there was so many items broken ..not even wrapped inside boxes. Broken items as follows: 2 x antique clocks, antique sideboard, victorian glass vase, nest of tables, gold framed mirror. Because we couldn't unpack everything because of covid restrictions and mum not moving up to Scotland straight away they have refused to give any compensation. We have wrote to the owner a few times and has been totally unhelpful and will not give us any of the £6700 odd we paid. PLEASE DO NOT USE THIS COMPANY. Its a disgrace that they will not even help pay for damages. Avoid like the plague.

   Response from Rumsey & Son Removals

   Dear Zadene, We are saddened to read the comments re your mothers move to Scotland. We brought the effects into storage at the start of December. Things changed quickly with the purchase of your mother new home and she urgently wanted her effects redelivered before Christmas with only about 10 days notice which my colleague Stuart managed to find a way to assist and ensure all the effects where in the new house by 22nd December. Upon redelivery your mother contacted our office to note one damage to which a cheque was issued by return for that. The terms and conditions we work to as a member of the British association of removers requires the unpacking to be done within 7 days of the completion of the move. I understand that within a short time of the redelivery that your mother left the property as the carpets hadn't been laid and didn't return to the property until 2-3 weeks later. Unfortunately at this point the claims period had expired and were we unable to assist any further. I also note that we haven't had any direct correspondence from yourself re the matter apart from this review. If you want to discuss further then please give our office a call on 02088761000. Kind regards, Rumsey and Son

5. F

   Fiona K.

   Source: RemovalReviews · London, UK to Chester, UK

   21 May 2019Paid £8,000

   Awful company. Do Not Use!!

   Terrible service, do not use. Their sales person gave a very convincing pitch regarding how careful they are. Complete lie. Numerous items went missing, including a box of handpainted tiles, a ring that I had left in a box in a chest of drawers, some tools, and other things. Several items were broken including a printer, an expensive duvet (which they ripped when using it to wrap a piece of furniture), several plates, including an antique serving dish, a chair, a filing cabinet (dented so that the drawers would not open), and a number of other pieces of furniture were scratched or dented. The removal men ignored the plan I had agreed with the sales person, packing things we still needed first (including all our shoes so we were left with only slippers to wear!) and leaving the china till last, which was packed in a hurry resulting in numerous breakages. Upon arriving at the new house, the removal men refused to carry some peices of furniture up to the top floor, saying it was "against health and safety". Overall their attitude was very surly and they constantly complained about how big or heavy things were. They wanted us to sign a piece of paper saying everything was in order, before we had a chance to unpack (probably because they knew how much damage they had done). We had to claim on the insurance for the losses and damage, but a couple of the items lost were irreplaceable. The company gave us no apology but instead made us fight to get compensated for our losses. Do not use this company.

   Response from Rumsey & Son Removals

   Dear Fiona, We are sorry to read your review. If items were damaged we can only apologise and that everything didn't go to plan. As I mentioned on your husbands review in 2016 below we inform every client that once the move has been completed there is a seven day window to inform us of any damages so we can then start a claim process. We can't answer why the team expressed concerns about items going up to the top floor but I would suggest there must have been a reason due to tight access etc. If this had been notified to us we could have assisted. As you mention a claim was lodged and compensation was provided. We also mentioned on your husbands review below that if any one of our team is ever suspected of theft then we advise the client to contact the Police and we will always assist in any investigation. We have never been contacted by the Police on this matter. If you have any questions then don't hesitate to contact our office on 02088761000. Kind regards, Rumsey and Son

6. A

   Annie A.

   Source: RemovalReviews · Twickenham, UK

   21 Mar 2019Paid £2,500

   Items stolen from us during move.

   No stars here I'm afraid. Appalling company. Please please don't se them. They stole from us during the move. Damaged numerous items. Avoid at all costs, even if you have to move very quickly.

   Response from Rumsey & Son Removals

   Dear Annie, we are saddened to read of your experience with Rumsey and Son. Upon the conclusion of the move you notified us of some damages to which we accepted and then provided you with a cheque to the value of £250 to reimburse you for the inconvenience of the damages which you had listed the total as on a claim form. We are very sorry that a few of your items were damaged/went missing in the moving process. I note that this review and another made on a different platform were made the day after after we had provided the compensation. If you want to discuss the situation further then do give our office a call on 02088761000. Kind regards, Rumsey and Son

7. K

   K K.

   Source: RemovalReviews · London, UK to Liverpool, UK

   30 Nov 2016Paid £10,000

   Great presentation, horrible performance, no ownership of issues.

   We have been very disappointed. Items have gone missing, items have been broken and the whole move was handled completely unprofessionally and contrary to agreement with principals, Have an active police report for losses that look like theft. Crew left messages to make sure that we tip them. When issues were reported the management became slopey shouldered and took no ownership of the many issues, Advice: move on!

   Response from Rumsey & Son Removals

   Dear K K, we are very disappointed to read of your unhappiness during your move in 2016. As you would have been advised during the survey you have seven days post move to notify us of any damages/missing items. I note that you believed items had been stolen during you move and our operations manager did tell you to raise the matter with the police and we would assist any investigations. To our knowledge we were never contacted by the police so no issue was raised with ever them. We only ever us our own staff for moves. If you have any questions then don't hesitate to contact our office on 02088761000. Kind regards, Rumsey and Son