3 Sep 2026 · RemovalReviews
2.0 out of 52.0
A disappointing experience with a costly item damaged, and no resolution since
We used Coles to move house, a distance of just over 2 miles, with our belongings stored for around 3 weeks in between. One of our items was a valuable marble dining table, which we were concerned about from the outset. Their estimator assured us they had experience moving items like this.
Despite that, the table was stored and transported on its edge, which wasn't appropriate for an item of this kind. When we unpacked it, we found the edges badly damaged and crushed.
We reported the damage immediately, and Coles apologised. That's where the good service ended.
The insurance they highlight during the sales process has, in our experience, not lived up to expectations. Once we reported the damage, we were sent a set of forms and referred to a loss adjuster who has been slow to respond to emails. A repair was arranged, but it left the table in worse condition than before. Since then, we've had no follow-up calls or responses from Coles directly.
We're now six weeks into trying to get this resolved, without success, and are considering legal advice as a next step.
We understand accidents happen, and that's not really the issue. What matters more is how a company handles things afterwards, and that's where we feel let down.
We gave them several opportunities to put this right, and haven't seen the follow-through we hoped for. We wouldn't use them again, and if you value your possessions, we'd suggest looking elsewhere.
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